customize naming formats
My company uses the following username format: first intial and the last six digits of the badge number #. Example: t001234 How can I create a custom template to utilize the badge number #? Thanks
Upgrade to 6 patch 4
I have ServiceDesk 6 installed and I am trying to patch it with the 4th patch, which i downloaded from http://manageengine.adventnet.com/products/service-desk/service-packs.html and chose the one under the link Migrate from Build 6000, 6001, 6002, or 6003 to Build 6004. This one is throwing the error Patch can be applied only over 55xx build. Incompatible Service
Windows Ver question
I have searched for and found multiple posts on DCOM issues... yet the directions are not for SP2. Are there directions for SP2?
Can't enter resolution
I'm having problem closing a ticket. When you select the action "Enter resolution", nothing happens, the same if you click the "Resolution" tab. If you select "Close" you receive a "FAILURE: Request cannot be closed. Please fill the following fields - resolution". The "Edit ticket" screen displayed however doesn't contain an editable field under the "Resolution" Banner
Error When scanning workstations
How does the domain scan work as it picks names of workstations that no longer exist on our domain. I have also checked to see if it exists in Active Directory and some of the ones that stand out are no longer in AD either. It has scanned the workstations and reported some stations more than once. Also we use citrix and i know it has tried to scan those which i can ignore but are there issues Some workstations are XP and some are Windows 2000 I have attached an excel sheet with the report of whats
SQL 2005
Can ServiceDesk Plus 6 be installed using an SQL 2005 DB Server out of the box without first installing MySQL and then Migrating to MS SQL 2005?
Asset Details unavailabe
After updating my SDP installation to the lastest release and migrating to MS SQL I'm unable to see asset details. When I do the wolling I'll receive an empty list: - Inventory - Asset Summary - Click on any Product's name - Empty page How can I solve this problem? Regards, John
Monitoring 2 mailboxes
Hi Everyone Is it possible for SD+ to log requests by retrieving emails from more than 1 mailbox? I have had a look but cannot see anywhere to add an additional mailserver and mailbox. Cheers JK
Request Created time is 4 hours ahead
Whenever we add a request the created time is 4 hours ahead of the actually time. We are on the east coast. I have applied all DST packages for Windows and Java. I have attached some screenshots. Thanks, Chris Davis cdavis@jrdavis.com
Error when trying to receive items
One of our users gets the following error when she tries to receive items. I have already tried rebooting the server. Help! _________________________________________________ HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821)
Supporting 100s of Firewalls on a WAN/MAN
Hi, We are looking for a SD software to support a WAN/MAN infra consisting of approx 300 CPE/FW equipment and Core switching, routing and firewalling equipment, connecting around 300 organizations across the country. We need to support just the WAN/MAN equipment and Central Datacentre Servers like Web/Portal Servers, CMS, Doc Management, SAN etc. We do not plan to support end user workstations or even access switches or routers behind our CPE/Firewall inside user sites. Please enlighten us to how
Naming custom reports
I have created a custom report but don't appear to be able to name it. Although saved with a name the report appears as Untitled. Is there any way to change the title of the report?
Recomended Distro of Linux for OpManager 6
What distribution of linux is the recommended one to use when installing OpManager 6?
Scan not picking up OS in Software Tab
When i run a scan against a workstation, the OS is recognized but is not placed in the Software location therefore i cannot add a license against it. If i manually add the software and then apply a license, the next time the workstation is scanned the manually added software is removed. Is anyone else having a similar problem?
Scanning Printers on the network
How do i scan all the printers on the network which are all on their own ip address's. Using Servicedesk 5.5.0 5504
Sorting Solutions
Quick question - is there a way that the items in a list of solutions can be ordered alphabetically rather than by the time created? Thanks in advance.
Multiple Customers
I would like to know if I can use Service Desk plus for multiple customers? What would the pitfalls be in this respect?
Request Default as a tech
Ok, I hope I say this correctly....We are having an issue where in "Request Default Values' we have a default group set up. That is fine for the regular users who are just using the request form HOWEVER when a TECHNICIAN uses his/her request form and they are given the option of choosing if they want the request to go to a group or an individual no matter what they do the request ALWAYS goes to the default group, additionally a copy of the same ticket will go to the tech that the ticket is being
SD+ incompatible with Veritas remote agent
I had this issue from version 5 and there has been no solution to it. If the server has Veritas remote agent installed then SD will not run as a service, the only way is to manually start veritas remote agent after windows starts (read pain) what I would like to know is how is everyone backing up thier database? is there a script handy that will do daily backups so that I can copy to another server that I Can backup?
Bypassing confirmation in SD+ shutdow process
We would like to stop automatically SD+ every night (and start it in the early morning obviously). We can schedule a windows task to launch the stopping process every night. The problem is that this process asks a confirmation where you have to answer by clicking on the OK button. Does somebody know how to launch the SD+ shutdown process bypassing the confirmation step ? Thanks Philippe
Leading 0
When update a contact number, or a user logs a call, it lops of the leadng 0 from the phone number... Is there a way to stop this? Cheers, Alc.
parent.editor error
Hi, I upgraded servicedesk from 5.5 to 6, but now my clients cant submit a ticket via web browser, the get the error: Exception: Type Error: parent editor has no properties. But technicians and administrator can. What can it be? Omar
Configurate Solaris, AIX and Linux Servers in OpManager
Hello Friends I have Solaris, AIX and Linux Servers but OpManager doesn't take information this servers, it's necessary configure anythings in my servers and OpManager , Can you help me? because I have 5 Solaris, 2 AIX and 1 Linux and This servers are important for me. Thanks for help me Art Lima-Peru
User Exclusions
Is there a way to limit the tools that a specific user can use? Or is it pretty any person who logs in can use any tool? If that is the case, is there any timeframe on when/if a feature like this would be implemented? Thank you!
Requester creation
As I see each e-mail request from a new address creates new requster. Is it possible to deny this. I wold like to have the manual creation of requesters be admin only.
SD+ update 6003 to 6006 failed
Hello, i am trying to upgrade our linux installation of SD+ version 6003 installed on a remote MSSQL2005 database to the latest version 6006. I have downloaded the ppm file and ran the Updater. It start fine and starts updating the software, however at around 98% the update fails and rolls back the old software. The Rlogfile in the Patch folder shows the following: stefan@SERVERNAME:/opt/AdventNet/ME/ServiceDesk/Patch/logs$ more AdventNet_ManageEngine_ServiceDesk_Plus-6.0.0-SP-AdventNet_ManageEngine_ServiceDesk_Plus-6.0.0-SP-28.0SERVICEDESKRlog.txt
Custom View
I'm trying to make a view that shows: Technician is ..... "Technician 1" or "Unassigned" and Request Status is not "closed" The SD will show all calls that are assigned to me regardless of state, but not closed (which is fine!), but wont show the unassigned calls, which would be my perfect view. Can I edit this query some other way? I'd like to see more advanced features of custom views, like grouping as well, is this likely to happen at any point? Cheers, Alc.
DNS to resolve Outside IPs?
Can we setup DNS to assist with address resolution in the reports?
OpManager 6 with MSSQL 2005 disconnects
Hi, I've setup OpManager 6 newest version 6016 on MsSQL 2005. I start OpManager with the startopmanagerserver.bat command and everything works just fine. After a short while though, I get the following error: "Connection to the Database is lost. Server is being Shut Down. Please Restart the server." Then I have to run the command again. OpManager is also installed as a service, but even if I set up Windows to restart the service on failures, it doesn't and OpManager stays offline. Any clues? Regards,
Technical Support
Can I create a new monitor that connect to checkpoint FireWall thro lia or cpmi ? Thanks Raz Raz Glazer
Multiple Customers
I would like to know if I can use one instance of Service Desk Plus and Asset Explorer for multiple customers? What would the pitfalls be in this respect?
Adding an attachment once a case is created
Hi, I was wondering if its possible to add an attachment to a case once it has been created. I can do it as an administrator by editing the request but how does the end user that created the request do it. Thanks in advance, LJ
Editing a request once its created
When I have created a request and I want to change the contact name. I edit it and click save. The changes are not saved. Am I doing something wrong? Thanks LJ
Technician email signature
Are their any plans to offer email signatures for technicians when communicating with requesters? Thank you Trevor
Survey Questions.
I don't see any way to access the comment on the survey. (to read what has been edded). Perhaps this is just a form issue. From what I could tell, there was not a summary screen for the surveys, just a list of the surveys that you could go into and review each one and each one could have an overall rating calculated from the fields, but I didn't find a way to combine the results of say 10 surveys and get an average of each of the questions. I also didn't see a way in the maintenance to select surveys
sdreports
is there a way we can manipulate the roles to only allow techs to query and view only THEIR reports, not everyone in the group?
A question to enterprise version
Hallo, how many collectors i get, when i will buy the enterprise version of NetflowAnalyzer? I must pay, when i need more as only once collector? For example: We have four mainlocations in the world, when we will install four collectors we must buy three single collectors licenses?? Or we can use the same collector-software on all four locations?? Thanks and best regards Helko
In Enterprise-Version the languare is mixed
Hi, we test both versions of NetflowAnalyzer. In the professional version, the languare is set correct to german (can we switch to english?). But in the enterprise version, the languare is denglish (mixed german-english), can we switch to english?? Same is in the collector. Second, the german specific letters ("�,�,�") in the enterprise version are not set (look on professional version, there are set correct). We dont need the description in german, can we switch to english? Thanks and best regards
Technical Support - Problem in collecting data for the curre
I added a sql server 2000 monitor. Was working fine. I then stopped and restarted the DataBase service to test notifcation. Now i get the following message from the MS SQL db monitor screen "Problem in collecting data for the current status of MSSQL server". I have tried re-entering connection details, but still not working. johny
Force a Poll
Is there a way to force a re-poll of a montior ?
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