ServiceDesk in Inline Frame
I am trying to display ServiceDesk Plus via an inline frame in a sharepoint site... it displays OK, but when I click the login button nothing happens. Is there a reason why SDP will not work in an inline frame?
SD+ 6.0 and VLANs
Dear Support, I'm evaluating the SD+ 6.0. I think it is good for our needs. I installed it on Win2k3 SP1 server with SQL 2000 SP3. the network is contains of many VLANs. Is the SD+ support to connect to the workstations on other vlans? the server in VLAN0, and the workstations and Domain Controllers separated in groups in VLAN1, VLAN2, VLAN3, and VLAN4. though, can we scan for warkstations of one domain on many vlans? any advice will be appritiated. thank you.
.Net 2.0 Sofware not showing up in scans.
I've checked several machines. No .Net 2.0 applications are showing up.
mystery ip conversation
hi all. I've create an IP group which is basically non-private ip space. When i view the conversations in this group, I see lots of data from ip's that are in the public space, specifically between: 8.0.69.0 and 2.64.10.x. I don't see these IP's when i check the conversations on any individual interface being watched. I think i have either an error in the way i set up the group. Can someone enlighten me as to how the netmask is used for the IP range? I would have expected a start and end ip, but
Report with IOS Versions
Hello How do I create a report with the devices and their IOS Version? Thank you and kind regards Flavio Curti
Restore database to different installation fail
Dear all, I have install SDP 5.0 , and upgraded to SDP 5.5 then upgraded to SDP 6. I backed up the database. Then I install Fresh install SDP 6 in different computer, when I tried to restore my backup data to new SDP, it failed. Is it by design ? Boedy
Uninstall 6006
I am having trouble with uninstallation of 6006 upgrade. When I try to uninstall, it gives me an error "UNINSTALLATION IS NOT SUPORTED"? Anyone?
Notification Emails
My team and I are loving our new software! We would like to notify our users when requests are logged in the system, but the format of the message is not coming through properly. It displays the HTML no matter if the format type is Rich Text or Plain Text. Also, the HTML seems to have characters in it that it shouldn't (I get a misplaced = sign in some places, etc.) If there's a way I can edit the HTML myself, let me know - otherwise, let me know when we may be able to fix this. Thanks!
Linking Users to Workstations
I was wondering if any body has found a way to attach workstations to a requester when they either e-mail or we create a workorder. I would like to see when I pick a user from the drop down menu in a ticket to fill in the users PC or workstation that they are assigned to. Don't know if this is possible? Thanks for any help. Ed.
Full load Java
Hi everybody, We use the ServiceDesk Plus 6006 and since the last day servicedesk start very slow and do not fetch emails. The java runtime enviroment use 97% of CPU and up to 330000 K RAM. We use a virtual Machine with 2,4 Ghz and 1024 Ram. What can we do to use ServiceDesk normaly again? Please help is urgent Many thanks pc_engineer
Problem - Can't Delete Default 'Levels'
Evening! Still loving SupportCentre, but have run into a small snag. We've been testing against the Levels configured as 'Tier 1' etc, but have decided that we'd prefer to change the words to 'Severity 1'. So, I went through and created Severity 1 - 5, and went back to delete the Tiers, however I receive an error when I attempt that says: FAILURE :Error occurred while deleting Level. Please report the problem to the system administrator, with the Error Code - 1,179,968,644,015 Is this because I currently
Port number
If port 80 is being used , what would be an alternitve port number to use
AD Import Failure
I was just checking a few things in my sdesk admin screen and noticed the AD import scheduale for every 1 day had turned itself off. I turned it back on and tried to run a manual import but it just returns an error of, General failure while performing the operation. Could you please advise what I do to resolve this? thanks Pete
Bug when 2 contacts use the same name and defaults dont work
We have around 166 accounts and are starting to get duplicate names for contacts, the two contacts are totally different people and not associated with each other in anyway. When creating a call you type the contacts name in the field and the auto complete pop-up works correctly and you see both names/companies. However if you select the bottom of the two names, when you change fields it seems that the top contacts details get filled in instead of the one you chose. This makes it impossible to have
Can\'t see SAN attached partitions for Linux monitors
We have Linux (and Windows) servers that have LUNs attached to an EMC. The Linux monitor only seems to pick up local partitions, even though the OS sees a fiber-attached/SAN partition the same as a local partition. Why are the Linux monitors not pickung up these other partitions? rgranard
Please help to submit new Request?Pls
I am using 6001. I have configured the whole software. But when any contact login and try to make a new request and submit the error message appear. " exception : TypeError : parent.editor has no properties" what is this? Please have a look at attached JPG file.Can anyone help me?
Appoval Status
Hi. I am evaluating the software and have some doubts: The "Approval Status" mail sending is not working... after several tries, and cutting and pasting I submitted approvals and rejections. I love the feature, but the is no any report that use that info. Neither the possibility of use the field. Could you please check the chance to include this field into the custom reports fields in order to use it? Maybe into the next hotfix. I find it very useful because with this feature you can get more involvement
Customization for endusers
Hi, We are finishing to set all in Opmanager and we would like that when user is logged in OPmanager appears a business view instead the stand home page defined in OpManager. Somebody knows how to do that ? Many thanks PCO
Showing Technicians as Requesters also
Is it possible for a Technician to raise a Request and put themselves down as the Requester? As it currently stands, if a Technician has a fault on their pc; they create a Request, assign it to the relevant Technician but can't choose themselves from the Requester Name field. They have to be able to enter themselves as the Requester. How can we get passed this problem?
64bit server compatibility
Is Opmanager compatible with Windows server 2003 r2 64 bit ?
Interface Traffic Details
Good morning, Is there a way to show "Interface Traffic Details" in Kbps instead of Bps ? It would be easier to see immediately the bandwidth used on a circuit. ie. 128 Kbps on a 2048 Kbps would be better than 16384 Bps on a 2048 Kbps Thanks
Migrating data from previous helpdesk application
Hello Folks I just discovered ServiceDesk + and I'm considering it as a very serious candidate for replacing our current Helpdesk software (Trackit). However, I would like to import currently open tickets to SD. Has anyone experience in this kind of operation ? Thaks for sharing your knowledge, Christian
Firewall Backup Failed
Hi, I currently evaluating device expert. I tried using it to backup our Cisco ASA FW and it works. The problem is when I'm using it to backup the config of our Cisco PIX 525, I can't see any configs. I've noticed that it uses the "show startup-config" for backup. The Cisco PIX does not support that command. How do I edit this to use "show config" instead of "show startup-config?" Thanks
Technical Support - Montor URL\'s with authentication
Hi, How can we monitor those url's that asks for an authetication. It says that the login or passowrd is wrong, but we believe that it can't find the login and password in our page. How can we proceed to fill the Request Parameters? Waiting for an answer, Marcos Marcos Morari
SNMP Fails With Null Pointer Exception in AppManager7
I can connect to my Linux server with snmptest from a remote host. I have validated and revalidated my community string is correct. When I attempt to register the server with the SNMP community string, I see the following entry in the STDERR output file: 22 May 2007 11:35:09:577 java.lang.NullPointerException 22 May 2007 11:35:09:577 at com.adventnet.appmanager.server.discovery.HostDiscoveryHandler.discoverHost(HostDiscoveryHandler.java:211) 22 May 2007 11:35:09:578 at com.adventnet.appmanager.struts.actions.AdminActions.configureHostDiscovery(AdminActions.java:2799)
Time required to Reply to request / Add Note
Just wondering how long it takes for you guys for SuportCenter to process the posting of a reply to a request or adding a note, when a notification is performed too. In my case it takes about 20seconds?!?!?!?!?!? This is pretty unacceptable, I must be doing something wrong? Either that or SuportCenter is running on a steam engine. Any figures appreciated (with notification! I noticed a difference without but the checking of my mail server takes less than 1s to compete...) Thanks for your input.
jAVA RUNTIME mONITOR FOR WEBSPHERE
Hi I want to setup java runtime monitor for websphere application server . is the support available Please let me known how do it configure java runtime monitor for websphere application server Many thanks Niraj
Device IOS reports
Is it possible to pull a report that shows all devices by Hostname, Model, and IOS? I can get the information from the Network Inventory pdf, but there is too much information there and the report is over 50 pages long. I'd like a quick summary that just shows the information I refered to above. I'd be willing to create the report, but it seems like all the reports are in prebuilt formats.
Closing Calls
Why do you have to be a member of the "admin" group to close calls. What if we have a new member of the team who we potentially dont want to administer the service desk, yet we have to add them in as an admin to close calls. Is there a work around for this?
Technical Support - Generating Custom Reports
I am trying to generate reports and have them sent out to my team everyday, but I am having trouble setting them up. I need 2 reports sent out every afternoon: 1. Application Server JVM usage for the past 24 hours 2. Busy servers for past 24 hours (3 nodes) Could someone please assist me with getting these set up? Thanks Richard Marinucci
Software installation history
Is there a way to see the installation history of a piece of software. For example, Software XYZ may have been installed last week but is not showing installed this week. I would like to determine it's history so I know where is was installed in the past. Thanks Paul
Deleteation for the call id NO 140& 143
Dear sir, We are facing a problem on SMT . TWo Call ID no(140,143) has not been created or deleted. We are unable to trace the same. Kindly help me out in tracking the Call id. Best regards Sathyajit
Feature request: arrange requests by account
It seems logical to me to want to see all the requests arranged by account and then sorted by priority, due date, etc. At the moment they are all listed and it's hard to see the wood from the trees.
Scanning Printers in ServiceDesk 6
Hi All, May I say this is one heck of an ace package... ;) Only been using it a couple of days and already we are going to buy it... :D Bit confused on the pricing as was led to believe ya pay once and then its free updates for rest of life.... only now found out its an anual fee.... but heck, for the price, you cant beat it... nothing comes close <grins> - however, forgive me for being new. But is there a way to scan the network/AD for printers on our network, so we can asset them...? Cheers, Lister
Cisco ASA5520 Report Question
I have setup my ASA5520 to export informational SYSLOG to the FA service and that is working fine. What I'm trying to do is setup a report as well as a alert to show all traffic that orignated from a host behind the firewall to a destination network on the internet and vice versa, but am having no luck. I get and empty report even though I know data is being sent accross the link to the hosts. Any ideas??
Approvals Proccess
Hi all: I tested the approval proccess and it has some flaws: 1. If i hit approval in the request and not complete it, it shows like an approval proccess has been initiated anyway. 2. In the recipient field of the approval, it has to show the head of the group or department right away. The techs on helpdesk does not know everybodys bosses to send the approvals to. PLease let me know if we can work on this, because this is a major feature in SDP. Regards, Darwin
incoming mail server settings
Everytime I try to configure the incoming mail server settings I get the following message when I click save FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. I have tried an internal IP, external IP, internal only DNS, a dns name that resolves both internally and externally, all with the same results. I have opened up our firewall in case it was using the external information
Problem with SD6 service startup
Hello, atm we are testing OpManager and ServiceDesk and some strange startup behaviour accured: Both applications are run as service on our testing server (win2k3 sp1). If the server is rebootet the java process of SD is running constantly at about 95% to 100% cpu load. However, SD is not accessable at this time and cannot be terminated with the provided batch-file. So I kill the process via taskmanager and start the file "..\ServiceDesk\bin\run.bat". After this restart everything is fine with SD
Unknown Devices
Last night I installed the OpManager 7 Beta version and so far it looks pretty good. One issue that I'm having and can't figure out is when discovering devices, I have several that are classified as unknown. I've imported them but can't find them to change the device type. Can anyone tell me now to find the devices so I can assign a device type and configure them for monitoring?
Operational Hours
Hi, My Helpdesk is open 8am to 8pm Monday to Friday, 9am to 8pm on a Saturday and 10am to 5pm on a Sunday. Looking through the evaluation copy of SupportCentre plus I see that you can only set one open and close time, are you able to provide an update so that you can have different open and close times for each day of the week? Regards Steven Willson Merchant Helpdesk Manager Commidea Ltd
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