Multiple Email Notifications
Hey everyone, We've updated to SD 6002 and so far it's been working great. I've noticed one possible bug that I can't seem to correct. When we create a ticket, we have workstation as a required field. Once the ticket is created, if we edit the workstation through the ticket "Summary" by using the drop down box, and save the changes, it resends us a notification that the ticket has been added to the group. I've attached a screen shot referencing which area. I hope this is making sense. Thanks! Eric
SLA Types + Notifications (Recommendations or Workarounds)?
Hello, In the current release of SDP, the Service Level Agreements are set up to manage the "Time to Completion / Resolution" only -- basically managing the DueBy Dates and sending out warnings and notifications accordingly. With one of our clients, we're having multiple SLA Types. Here they are, with sample definitions: >> Time to Respond: This is the elapsed time between when a call is received and assignment of incident / request is made to the appropriate support team or technician. * The request
Preventive Maintenance Tasks - Sub-Categories
I'm using the Preventive Maintenance Tasks to automatically create requests. The requests generate at the correct time, with correct Technician and Category, but the Sub-category and Item fields show as 'Not Assigned'. I've re-created the task, edited and selected them again with no luck. Any advice?
Out of Office in ServiceDesk
Does anyone have any suggestions for how to handle it when a technician is out of the office? ServiceDesk doesn't seem to have any built-in feature to transfer a technician's requests to another technician during an abscence. Thanks, Carolyn
Work flow of ticketing sytem process
Hello I can't seem to find it, but I believe I saw someone post a work flow of the ticketing process in this forum. I will need to present something like this to the corporate office users, who mostly have not ever used a ticketing system. I would like to show how efficient and easy it is, and how response time will be quicker. Also, would like to show the big boss what he's getting for his money. A big bonus will be stopping the "drive-by's" -- people who in passing mention something that needs
Request ---- Tech Status View
This might have been brought up before, is so pardon me... It would be a very helpful feature for any user that is signed in to be able to click a tab on the top of the software called something like "Your Support Staff". Apon clicking on that to have a popup window come up center to the parent with all techs in the current company, thier contact info, photo and a basic status of thier avaliblity. When I refer to basic I mean just that. IE: Assigned Avalible Out On top of this perhaps a small text
technician calander
Hey I thought we were going to see a technician calander in this update.... am i mistaken or have a missed something ...... Ive looked everywhere cant seem to find where to enable it???? Help Barb
French - Windows Domain Scan
Hi, Just to raise a problem in the French version of SD6 6008. "Windows Domain Scan" does not find "Organizational units" in the French version. If one changes into version "English" language that functions. SD6 ver. 6008 with IE7 en Windows XP SP2. Best Regards Pascal
IN - Out calendar
This would be a useful tool, if there was a tech. in/out board. so all the techs could enter in when they would be in that week/ month etc. and the other techs (or requesters) could also see when that techs working time is. maybe for just the technicians, but anyone who you could assign a work order to, should have in/out board access to show when they are available. thanks! ~Iris admin team.
Mystery Domain re-appearing
Hi All, Suffering a weird problem, that has re-appeared again.... We have noticed a Domain entering our network under the name A... We dont were it has come from, or why... and so have removed it. And now a few weeks later it has come back... Is anyone else suffering this..?? Cheers, HCTC
Email attachments still gets corrupted
Hi All, I have still the issue email attachments getting corrupted and can not be opened anymore. Even after applying the latest patch (6005). THX 4 U helping Jens
Department Heads can't see old requests?
We have an organization of about 80 employees and about 10 Managers. I want the Managers to be able to see all the requests of the organization. I had about 20 or so requests already entered in the system. I put every employee into the same Department in Active Directory, and then did an import into Service Desk Plus. All the employees now show up in SDP in the same department. I then made the 10 Managers Department Heads so they can see all requests. But when I log in as one of them, I can't see
internal and external customers
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is SPD multitanent? Thanks for your answers! Regards, Bernd
Removing Completed Tasks from 'My Tasks'
Is there a way to have completed tasks drop off of the overview page? We run projects that can, obviously, have several different tasks related to it. However, even when we complete a task it remains on the view (although crossed out). After a short period it becomes difficult to sift through all of these tasks.
Editing a Recurring Request
I created a recurring request and used the time that it occurs in the morning, not the time that it needs to be resolved by, for my due time. How do I edit the original recurring request so all future instances are due at the proper time? Thanks! -Eric.
Requester ROles
Hello, I have seen this mentioned in several threads but I have not seen if there has been anything that arose from it. I want to be able to give a requester, our IT manager, the ability to see all the requests in the system, how many have be closed, overdue, open, etc. Basically I want them to be able to have read only access to any and all tickets in the system plus have the ability to get reports. With the 2 technician license we have this is not possible as we have 2 technicians. My manager is
ITIL Beta and test data
Does anyone know if its possible to use data from a backup of build 6008 MySql in the ITIL Beta Version? It would make a lot of sense to be able to evaluate the Beta with the configuration and data from a backup rather than having to go through the process of recreating it all. If this isnt possible with the Beta version will it be possible with the final release?
Is SDP multitanent?
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is it possible to establish unique queues f�r each customer and each project / topic? Is SDP multitanent? Thanks for your answers! Regards, Bernd
Mail Fetching Protocols
Due to security restrictions in our IT environment, we are unable to use POP or IMAP. Is there any plan to support MAPI in the future?
WAS 6.1 perfServlet error
Hi, i'm trying to get info from the perfServlet on WAS 6.1, but when i try the "module=beanModule" i get an error: <PerformanceMonitor responseStatus="failed" version="6.1.0.9"> <Comments> Error retrieving PMI data. java.lang.Exception: Unable to find the module(s) specified: beanModule at com.ibm.ws.pmi.perfServlet60.PerformanceServlet.doPost(Unknown Source) at com.ibm.ws.pmi.perfServlet60.PerformanceServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:743) at
Technical Support
When I want to add a monitor for Oracle I get this error. It is Oracle 10G 2 running on Suze Enterprise Linux 10. "Unable to edit the monitor details as the connection to oracle server could not be established. Error Message: ORA-01034: ORACLE not available ORA-27101: shared memory realm does not exist Linux Error: 2: No such file or directory " Allan Munro
Install of opmanager
Hi I have installed opmanager, and try to start opmanager, but the message coming up: WebServer Port 1550 is occupied. Change the port by executing bin/ChangeWebServer script. I have do this many time, but the same happen. To info, I have also installed the EventLog from AdventNet. Regards ______________________________________ Geir Siqveland IT- dep. Pratt & Whitney Norway Engine Center AS POB 544 N-4055 Stavanger Airport Norway Mobile: +47 934 32 587 direct: +47 51 64 21 13 fax: +47 51 64 21 30
In OP6 there were Vendor Specific Monitors, in OP7 not
In Opmanager 6 there were Vendor Specific Monitors like Compaq Server Temp. In OP7 there is nothing. When i try to add a new monitor i need the right MIB file. What can i do to use the old option from 6 in 7. Thanks in advance Beheer_KA
OpManager 7 - BV images folder not updating
We have a plasma screen on which we display vital networking gear and servers in our NOC. We followed the guide for creating the HTML page as described by a tutorial on the AdventNet Site. What we have found is that the images used for this static HTML page are not updated automatically and the business views (BV) need to be clicked manually before they are updated. Basically this defeats the purpose of having our NOC display. Does anyone have a similiar situation and/or a solution. Below is a support
Graphs Not displayed
Hi, I had configured OpManager to show performance of my database server. I had configure it to show all the performance counters but it fails me to give performance readings(graphs) of CPU Utilization,Memory Utilization & Disk Utilization. I tried to troubleshoot but doesnot help. Pls. guide.
How delete default reports?
How delete default reports? Reports by all requests Reports by completed requests Reports by overdue requests Reports by pending requests Summary Reports Asset Reports Timespent Reports Inventory Reports Survey Reports Raporty We have configure only personal reports for technicans. Regards Mario
Discovery Issues
When Discovering devices in opmanager 7 the devices do not get placed in the proper networks. There is no way of moving the devices to the proper network or even creating a network unlike V6. I have many vlans some are 24 bit netmasks and some are 20 bit netmasks. The discovery process will create some networks that do not exists in my architecture. I did not have these issues in Version 6. Also why was the abilty to add, remove and rediscover networks removed? Bad decision if you ask me.
OpManager Premium or MSP
Hi All, I work for an IT services provide and we are currently looking to roll out a remote netmon solution and are looking at OpManager as a solution (we are also looking at MS System Center among others). But I have a few questions that I'm hoping you can answer for me. 1. I can find no real difference between the functionality or premium and MSP, is there a valid reason for choosing MSP or is it simply a licensing requirement? 2. I downloaded MSP and according to the blurb OM is supposed to support
Sorting user templates
Would love to be able to sort (and keep sorted) th euser templates. We will have about 45 divisions in one domain and have the templates in a NNN-Name format where NNN is numeric. After adding a few divisions the templates are out of order and are hard to locate on the list. Voytek Tomas
User Permissions over Objects
When trying to run the User Permissions over Objects report I receive a page not found error. Not sure where to look to resolve this issue. Any help would be greatly appreciated.
Configure AD Search : Where is the Telephone Number ?
Hi, When I try to configure the AD search, there is no way to select the Telephone Number Field .... Where is it ?
Schedule Reports
an option to schedule automated reports Wouter Sprunken
Login for ITIL Enterprise SD Demo
does anyone know what the login details are for the Enterprise demo on the adventnet website?
Requester Supervisor Role
Hi, in my organization we have 4 team leaders. They woud like the ability to view all the request made by they component of each team. we are running : Version : 6.0.0 Build Number : 6003 thank you Simone
Jboss monitor won't display Web applications
Hi there. I'm running Jboss and having difficulty monitoring it with Application Manager. I've copied out the necessary .SAR files, according to the Application Manager documentation, but I still don't see any information. I have noticed that the documentation calls for a file called "http-invoker.sar" but my installation (part of an HA Jboss cluster) has "httpha-invoker.sar." We desperately need to know performance statistics on our individual applications but have been unable to obtain that information
Software Netflow Probe for LINUX
Hi, I have read through these forums and cannot find any substantial discussion on solutions for software Netflow probes on machines with a single NIC. We are running Debian and have been running fprobe for some time. Our servers have one interface each. (one NIC per server, eth0) We have previously only been using CUFlow for reporting. I have now installed NFA and it seems great. It does everything we need. However, NFA is combing the incoming and outgoing data and counting them both as incoming.
Unable to get Event Alerts
Hi all, We are testing OpManager MSP Edition Bulid 6003. When i am trying to generate alarm for event rule, i am unable to do so even for a particulat user. WMI, RPC and SNMP are running and the administrator previllages have been given. Please help!!
Delete alerts and Bandwidth Monitor problems
Hello, I am having trouble with the following: Deleting Alerts, I had 3000 ip address manager alerts plus some others. I was able to delete the others by slecting the alert and deleting all. But when I try that with the IP adress Manager the screen blinks but they are still there. Also with Bandwidth monitor, I have Cisco 4003, 4006 and 3550's, I am getting "NO DATA AVAILABLE" I tried V1 and V2 but nothing came up days later. Since you are asking for new features, in the switchport mapper, I really
Opsmanager working with a Sensatronic Enviroment Sensor
I have the mib for a sensatronic and can not get the snmp custom oid to work. It does not find it. I have attached the MIB. Any thoughts please?
Polling Period
Hi, I want to setup a monitor that polls every 5mins but between certain time periods i.e create a URL monitor which polls each 5mins from 9am - 4pm, Monday to Friday. Can App Mgr do this.?? Regards, Rick
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