Test monitor fails while snmp request using MibBrowser works
I'm evaluating OpManager before buying it, and I have some performance monitors problems for Linux servers. I have the "Snapshot view displays "No Data" for CPU, Memory or Disk utilization" problem, I've checked the "Troubleshooting Snapshots and Graphs". When I use the Mib Browser, set up host and snmp community, and request ".1.3.6.1.4.1.2021.11.11.0" using "UCD-SNMP-MIB.mib", it works fine and I get the answer. If I go on my server in OpManager, to the Performances Monitors, edit the CPU utilization
Default request status on new case
We are using the timers in Support centre plus but the default case status on a new case is "open" so as soon as a client logs a case via web portal, the default status is "Open" and therefore the timer commences from when the case is created and not when it is picked. Is it possible to change the default case status to a custom one like "New Case" which the timer is set to stop? The reason for this is we want the timer to be started manually once the case is picked by the support engineer so we
active directory logons
Is it possible to monitor active directory logons with eventlog analyzer, I am running the free version and don't see a way to monitor Active Directory Authentications.
Bug -- 'Due Time' not saving
Evening! Continuing to test this product (still looking like the best of what we're evaluating), and have run into a little bit of a snag. When a new Request comes in, it *does* set the 'Due Time', however -- if I edit any field within that section (group, level, support rep, etc), the 'Due Time' field is set to -. Thanks!
How do I build a report to show case volume?
Evening! I'm trying to build (what I thought was) a simple report, with line graph, that shows an aged account of how many cases are currently open/investigating in the system. Our current reporting allows us to spit out a report that shows the amount of open cases in the system, point in time on a Friday, and the previous X number of fridays.
Responded Date; status not updated
Hi, I am testing the 6.001 build as we are looking for a new system to support our external customers. So far the product looks good but there is one small issue, I cannot seem to get over. With all my created issues, the Responded Date keeps returning "Not yet responded". So far I have done the following to try and get this status updated: - Created internal note - Created external note - Send an e-mail to customer using the Reply button on the issue - Updated some request parameters like Status
Scheduled Reports: Format options
When viewing a report, there is an option to "Mail This Report" with a format options of "Inline HTML". This is not an option when scheduling reports. Can this be included as an option for Scheduled reports?
Support Rep notifications - cannot remove all Reps
Hi We had set up "Alert the following support reps by SMS when a new request is created" but then decided to disable it and remove all the reps from the "Choose" list. However you can't remove all the support reps: if you have none selected, you get an error message on clicking Ok which says "Select the Support Rep name from the list". But I want to have *none* selected - I can't seem to do this. Any suggestions?
Custom summary report
Hello, Is it possible to create a custom report that contains information about a service request such as Title, Description, solution, Priority,... I need this kind of report each month for each service request we received. This will handed over to the customer. thanks, Johan
How to change the ID Request number after normal usage
Hi, I saw an item into your knoledge base to modify the ID reuest number and to start at one specific value. Explanations works fine with a fresh empty DB (with SC v5.0 build 5036) But now my issue is: I have modified the ID request number to have for example the beginning ID with the year value like 2005xxxxx Now I would like change this value for this year like 2007xxxxx I try to change the ID request with same procedure. But when Support Center restart the ID request go back to 2005xxxx How does
Configuration of notifications
HI, I would like to know if there is any option to configure the notifications sent by support center plus, like using the company logo and other html options like tables and colors. Regards Fernando
How to recover reject mails?
Hello, by error the "Do not log the request " option was checked in the "Contact auto-addition configuration" of the "Settings". We have not received any mail during several days for this day. Is there a possibility to recover these mail or they are lost? Best regards
Feature request: resend reply from support rep
Hi I would like to request a feature: when we send out responses through support center sometimes the recipient doesn't reply before the issue due date arrives. So when the due date is up it would be useful to send a reminder to the request originator which includes our last message. I see the assumed message flow currently is: 1. incoming request to support center - message #1 2. we respond - message #2 3. customer responds - message #3 4. we respond - message #4 However without message #3 coming
Feature request? (Read only customer access)
Hi there, We have a large customer who would like to have a generic account that they can give to certain people (board members), which is able to view all requests for their account, but is unable to add new requests, or edit any existing requests. Is this currently possible, and if not, can we have this implemented please? I'm sure there are others out there who would find this useful. Regards, jason
Product disappears in Request
I found an issue when using the new "quick" edit feature of the request page. This is where you can change a single field by clicking on it. Anytime you make a change to any of the editable fields, the Product field is erased. If you actually go into the original edit page and make changes the product stays set. Anyone else having this issue?
1) How to use links in web portal configuration 2) Filters
Hi there I have 2 questions re version 6 features (so far): 1) How to use the Links section of the Web Portal Configuration? I added a URL to the "Browse Solutions" link but don't see any change when I log in as a customer to the portal. 2) The new feature in version 6 to create custom filters is great, just what we needed. However, customers don't seem to be able to do this, is that right? Many thanks in advance for help Patricia
Setting watchers on a request
Hi, Maybe I am missing this, but is there any way to set 'watchers' on a particular request? To be more specific, what I am trying to do is set notification rules for an individual request. Thanks
Email Fetching - Forward unknow email to a mailbox
is it possible to forward unknow emails (contact does not exists in the system) to forward to an another mailbox instead of selecting one of the predefined actions. Thanks, Efem
data restore
Hi, I have backedup my SC database and rebuilt the server from scrach. Inetialy I installed 5038 and upgraded to 6000 and patched it with 6003 last week before I rebuilt. I downloaded the latest build from your website 6003 and installed it. It worked but did not restore the database. I removed it completely and installed 5036 and upgraded it to 6000 and patched it to 6003, still the same error. The error indicates that there is a syntax error within the mysql. It is very urgent that I get the system
E-mail tags that define supportrep and other variables
Hi! I was just wondering wether or not it is possible to write some kind of tags in an incoming e-mail that defines what supportrep that is supposed to recieve the e-mail, and other information like what type of request it is, maybe phone-numbers and e-mailadresses and so on so that all the fields in the request fills out automatically based on the text in the e-mail. Example: Mailto: helpdesk@test.com Subject: Testmail to Supportrep 1234 Message: Testing. This e-mail is supposed to go to supportrep
Multiple e-mail addresses?
Hi - I am actually a customer of ServiceDesk but was directed to this forum. We have a group that must receive requests to multiple e-mail addresses. I have no problem forwarding them to a single mailbox and processing them normally. The issue is that I need all notifications and replies to come from the two distinct email addresses they were initially sent to, they can not be sent from the generic email account. I was told that SupportCenter could accomplish this but can't figure out how. Any ideas?
Bug in 6001
Guys just to let you know that after updating to 6001, scheduled requests are recreated for some reason. Efem
Languages
Hi, Can you tell me if the release for multi-language is soon? How can we change the language for all the pages? Thanks
Edit Roles page doesn't show current setting
Hi In the Admin page for Edit Roles, the page doesn't show the correct current setting for "Requests support rep is allowed to view" - I have set up a role with this setting as "All in group and assigned to him" and saved it, and yet every time I open this edit page, the "All" radio button is selected - i.e. not the current setting. I think it should display the current setting, otherwise unless I remember what it is there is no way to know what the current setting is. I have tried this in Firefox
Unable to update status for some requests
Running latest version. I have a problem where some requests cannot be updated. If I change the status it thinks about it for a while but does not change. If I edit the request I am also unable to change anything. When saving it just goes in an endless wait. This has happened to at least two requests and is taking precious time away from dealing with customers.
Time Spent entry is set to xx.xx.1970
There is a Bug wenn "Time Spent Entry" is created. Default it sets xx.xx.1970 as Entry Date. When edited to correct Date and Time, "Cost Entry Date" is set to "Today". This is not very helpfull for creating Time Spent Reports ...
Items that seemed to have dropped from the roadmap
A while back before the big jump to Version 6 there were discussions regarding the below topics. Can you please let us know if these have been dropped or perhaps forgotten? * Adding the HTML area feature to the notes section of Time Spent area * A calendar to allow scheduling of engineers Thanks
Installed v6 with two issues, but working
Hi there, We downloaded and installed v6 for Windows. (As we had minimal contacts, we uninstalled v5 and reboot first.) During the installation, we chose the MS-SQL version, but found that the Management Service would not remain running. We thought this was strange, as v5 had been working successfully prior to the v6 install. We then tried the install on another computer, again with the same issue. service would not stay running for more than 30 seconds. We then installed with the MySQL option, and
SDP7 release date?
Hi, I am planning to use SDP for a large company as I could see pretty good features. The current version (6.0) does not have different editions for different sizes of enterprises. I would appreciate if anyone can provide some info about the roadmap of SDP7 with timelines with its capabilities Best regards
Reporting averages??
Hi Guys I am a complete newbie at ServiceDesk so forgive me if I am about to ask something that has already been answered. I am using version 5.5. I'm trying to get the average time spent per request in a particular priority. Eg. 10 requests @ High Priority = avg. 15 mins per request That sort of thing. Can it be done in system or will it have to be an export and then beat it into submission in Excel or whatever? Thanks very much in advance for any help you can give me :) RS
Purchase Order Fields
Does anybody know how to make the PO Name field appear on the final purchase order OR add a customized field for PO Description that will appear about the items area? BTW - I'm using SD+ 6.0.0 build 6008. Cheers David :D
Status List how to change Language
Hi, iam customizing the options of the form for support changing fromenglish to spanish. in the status list i have 3 options: On hold Open Close I need to translate from english to spanish but i cant because this items are not editable. Cant this be done? Regards
Requests page
Requests for enhancements: 1. Have an option of how many requests to display on a page 2. add a set of arrows at the bottom of the page to get to another page (rather than having to scroll back to the top to do so) 3. If you are on page 2 or more, and you go into one of the requests, and then back to the requests list, it takes you to page 1 (even when using the browser back button). It would be great if you would be returned to the page you were on.
404 requests
Hi! When i use "Fiddler http debugging proxy" for testing purposes, and i m walk to ServiceDesk portal im found these errors in request of my browser: GET http://portal:8080/scripts/slider.js 404 /scripts/slider.js GET http://portal:8080/scripts/builder.js 404 /scripts/builder.js GET http://portal:8080/popups/popup.js?6008 404 /popups/popup.js GET http://portal:8080/style/dialog.css 404 /style/dialog.css this is a fresh installation. t tried this in IE6sp2 and in FF2, results the same.
How can we see Department column on Requests Page ?
To ServiceDesk Plus Support Team, Would you please help me to solve this problem? Under Requesters setting, I import our client company name under Department field. When I open the Requests Page, on the custom columns display window I couldn't find "Department " item to allow me to tick to have it displayed. Is it possible to make it dispaly ? My current setting is to create an additional requester field - Company name. And then when I create a new Reqeust, i copy the Department field data and paste
What version of ssh does device expert use?
I am trying to get ssh-tftp to work with Netscreen 5gts,25, 50 & 208's. Won't work. I love the product but we need to use ssh to get configs back and forth. Can someone advise A) Is it working and I am messing up. (Highly unlikely or B)It doesn't work and someone canupgrade it and let me know when the release is out. Thanks, Scott
Graphs not displayed too
Hello. Why if i set interface monitoring interval less than 300 sec ( i set 30 sec or 60 sec), interface traffic graph not displayed?
Linux software list, Map,issues
when i scan linux machines, there is nothing listed down in the installed software page, can you help me if i am missing something while scanning, linux box snmp is enabled , flavours are : redhat, debian, sco, sun please help as i have posted this many times, i do face loads of issues with Opmanager, like my system hanging and yahoo messenger pops up ,bla bla bla but firstly i want to sort this out i tried as you said, snmp is configured but doesnt fetch details Loading MIBs .\mibs\RFC1213-MIB Done.
Problems with opmanager 7
Opmanager 7 appears to stop monitoring devices after a few days, the 'availability distribution' graph goes blue (not monitored). This is only fixed by a reboot.
How delete alarm recognized
Hi, I download OpManager 7.0 and I want to compare with MOM, but I had a problem. When I clear or delete an alarm, when this alarm is reproduced, I want just receive only one mail for this alarm, I don't want only this alarm returns one second time. Thanks, for any response. :cry:
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