The problem
Greetings I from Russia. At me such question in occasion of ServiceDesk in Russian. The problem consists in that that when I create categories and in them subcategories that at creation of the application by the user at its subcategory are displayed in the form of question marks. What it is possible to do with it? And in English all by way of.
$requestlink customization
Dear Support , We are trying to customise the variable $requestlink to reflect the IP address of the server running service desk instead of the default computer name . Where can i do that ? thanks cs
Technician details
Requester can view technician name. But sometimes he need direct contact with technician. How to see another technician details such as e-mail, phone, etc.?
Resolution Menu
I have upgraded my SD+ version from 5002 to 6000, but i have an issue. As a technician i cannot enter resolution because there are not Resolution menu, then i have upgrade to version 6002, but i get the same issue, As a technician how i can enter resolution like in version 5002..?
Java Script Error
I've got two JavaScript Error in SDP build 6002 so I cant use report filter and business rules. Please help.
Creating requests with Opera
I have a problem with creating requests with Opera. All formatting is lost. Result request consists of one line only.
Domain Scan Failing
Running Version 6.0. When running a domain scan about half to three quarters of my 400 pc's come back with the following error: General failure while performing the operation. The problem here is that if I use wmimgmt.msc I can connect to these computers that are throwing these errors in helpdesk. I use the same domain administrator account to connect through the heldesk scanning as well as through the WMI interface. I do not recall having this problem with the earlier version. Its a windows 2003
Binding Service Desk to one IP
I would like to run Service Desk on server that has an existing IIS installation. I have three ip addresses assigned to this machine. ServiceDesk seems to bind itself to all three addresses when starting up. Example: 172.16.7.21 172.16.7.25 - Configured in IIS to use port 80 172.16.7.26 - Configured in IIS to use port 80 It gives me an error when trying to start the servers while ServiceDesk is running. If I stop the ServiceDesk service, the IIS web sites start with no problem. I have tried starting
time on new request is one hour behind
The webpage shows the right time, the server and the computers all display the correct time but when you create a request at 10 it displays 9.
Merge ticket error
When trying to merge tickets I receive the following error: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: 1 com.adventnet.client.view.web.StateFilter.doFilter(StateFilter.java:51) com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100) org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75) root cause javax.servlet.ServletException:
Spell checker
Hi, I really enjoy the new spellcheck feature. I've noticed when I replace a misspelled word by a suggested one, an extra space is added at the end of the new word. Is it something wrong with my system? If not, is it something that could be fixed? thx JohnEC
Cannot view 'Objects' all of a sudden
Hi all, We've been trialing OpManager for about a month now and are looking forward to purchasing it, however we've just rang into a problem and I'm not sure how to clear it; From the Home page all looks normal, however when you go into Infrastructure View and then click on a item such as a Server, Router, etc - a error appears stating "Unable to find the object: server1.domain" (obviously changed the server name). This is now happening for all items. Any ideas or suggestions?
User permissions
Can someone explain please what do the following monitored services require as far as permission needed for WMI? Exchange 2003? Active Directory Just typical WMI items such as CPU speed/Memory/Disk Space? thanks in advance.
Integrated Security for SQL Server backend
Is Integrated Security possible for SQL Server back ends? If not, I would like to request support for it in a future release. We find it to be much easier to administer. The JDBC driver from Microsoft supports it, but I'm not sure if we leave the user and password fields blank in the database configuration if it will still work. Thanks, Colin
XHTML compliant interface
As a web development shop we have several tools on our browser at all times to instrument it to detect XHTML non-complaint pages. It appears OpManager and the web site is throwing a lot of alarms off. A quick scan through to make it more compliant in the next release would be appreciated! Cheers, Colin
Feature Request: Send Feedback Link
We have just started to evaluate OpManager. As a new user we are able to look at it and see a number of small changes that would make it more usable. Instead of saving them for a big email (or more likely, forgetting about them) it would be nice to have a "Send your Feedback" link on every page. The link idea comes from an agile project management package we use, TargetProcess, where they implement a similar feature. It has been extremely useful in communicating all of the small changes that make
Redline/Alvarion/Trango Wireless Support?
Just got OpManager running - love it so far! Any idea how to add support for Redline AN-50 wireless radios, Alvarion wireless radios, and Trango 900 and FOX 5.8 wireless equipment? They all have their own MIB files but have no idea how to add support into the software for them? Is it possible to have AdventNet (even for a fee) do this for us and release it in an upcoming build? Thanks!
User logons report
Hi guys, awsome product, I just came across it today and have installed the free version to test things out. I have a question regarding the emailing of reports. I read that only PDF reports can be mailed out periodicaly. How come no CSV or HTML reports? Is this going to be changed anytime soon? Also, when looking at the PDF report for User logons, I have a report file wihch is over a 100 pages long, and basically has one record per page.. A screenshot is attached. Is this something that I am doing
No entries under Important Events
Hello, I'm evaluating the Eventloganalyzer under Linux. Have produced some logon and logoff messages. I can see all the sucessful logon's and unsucessful logon's and also the sucessful logoff's under all evens in Eventloganalyzer. However, under Important Events I can only see the sucessful logoff's but not the logon events (sucessful and unsucessful). What is wrong? Thank you.
Need to monitor multiple interfaces on router/switch
I have added a router for NetFlow support, however, I have a need to monitor multiple interfaces. It appears that it is not possible. Is that true? If not, how do you go about accomplishing this? For instance, if I try to add multiple instances of ip flow-export source <interfacename>, it will retain the last entry I entered. Thanks, Dan
Monitoring MSN Traffic
Hi Can i use netflow analyzer to monitorize the msn comunications? Is possible create some report based in the �top ten� msn users? to see what users are using a lot time in messenger? Thanks
network monitor not updating
My network monitor is not updating. I have it set to monitor 1 minute and changed it to other times, but it still does not update. Any suggestions? Thanks, Mark
SD6 upgrade and DST
We were going to upgrade to SD6 just to address any issues that may occur due to the change in DST settings next week. I am not so much looking forward to rolling out a new version of SD at this time and am wondering what the ramifications would be of not upgrading at this time. We are currently on 5.5.0. Any information you could provide would be much appreciated.
force signon to a specific domain not working after upgrade
I just upgraded to version 6 of Service Desk Plus from 5.5. We are using ldap authentication for logins. In version 5.5 I was able to force people to login to a specific domain. Now at the login screen people are being prompted to select a domain or local login. Is this still an option that can be set? How do I fix this? Thanks, Mike
Approval audit
The approval process under SD6 do not have proper audit. I noticed both 'Approver' and 'Technican' can approve the request, and there are no audit showing who approved it. I.E. Technican can submit request to the approver but the technican themselve can also approve the request, and the conversation of the log has no way to tell who actually approved it. This definitely will not pass the auditor !!
Reports
I ran the default report for "requests by category" Looks great and had good info. I went back the next day to run the same report and it had changed some (about 60%) of my Work Orders to a totally differnt category. So now my data is all screwed up. What caused this and is there a fix. Also is there a way to get my data back to the way it was?
Unicode bugs in SD+ 6.0
Now, testing SD+ 6.0.... 1) When creating Request through the Quick Request form (See "Normal russian text" attachment) by clicking Add more details... we have text "broken" (See "Broken text" attachment) 2) When creating Request fields Category and Sub-cateogry are not displaying correctly - in Database we have Unicode and in interface we have "?" marks (see "Category and Subcategory" attachment) 3) In Reports interface when interface switched to Russian in ANY report entering "Filter" tab causes
Service Stops
For some reason the Servicedesk service will stop. It seems to happan after an user import is done. the even logs shows the following in order. mysql.time_zone_leap_second' doesn't exist trying to live without them then... ../mysql\bin\mysqld-nt: Normal shutdown finally ../mysql\bin\mysqld-nt: Shutdown complete I seem to have to wait a few min. and then restart the service by opening the servicedesk plus server app. sometimes I have open the server app multiple times to get the services to come back
IBM AIX disk problem
Would like to know why disk utilization is always zero wherein if we command the /usr/bin/df -k | awk '{x += $2} { y += $3 } { z += $4 } END { print x,y,z }' in telnet, it generates an output. I've attached a picture to show the problem. Thanks
Email Notification Formatting\Corruption
Following an upgrade from 5.5 to build number 6002 the notifcation for new requests recieved seems to have become corrupt. Here is an example. The main body of the notification has been cleared but still the formatting of the email is not right. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_29_8940812.1173889274204" ------=_Part_29_8940812.1173889274204 Content-Type: text/plain;charset="UTF-8" Content-Transfer-Encoding: 7bit ------=_Part_29_8940812.1173889274204-- I have
An Appeal to all ServiceDesk Plus Users
Dear Users, We recently released SDP .... and a couple of hot fixes over this release. Along with the new features, few bugs crept in too :-(. As a result, many of you have reported upgrade issues in the past few days. Please be assured that we are working on resolving the issues and providing you the best support. We are foreseeing a delay in our support response for the next few days. Kindly bear with us. We will respond to your queries at the first opportunity. Thanks for the patience and understanding.
DST Issues
Now that the extended DST has started when selecting "last hour" view. It does not display the corrected "last hour" for DST but shows the previous hour... 2 hours ago. Server that this is running on is patched and has the corrected DST time. Application has been restarted but the same happens. Running build 4022. - Chris
Moving OpManger and MYSQL database to new server procedures
Greetings, I would like a procedure for migrating OpManager and the MYSQL DB to a new server. Presently, I have OpManager configured on a high end desktop. All databases are on the root drive (C:\Program Files\Adventnet), default location. My new (real) server (mirrored) has a partitioned (Data) drive that i would like to migrate\move the database to and maintain at that location. Can you assist? Thanks
Event Log Monitoring
Hi, i've got a problem with the event log monitor on every server... it doesn't show any event at all, even if i configure to show every event that happens. the wmi-services are running and the windows firewalls are deactivated. could you help me? thanks a lot jonas
Mysql consumes 100% of CPU in Op5.6
Hi , I'm evaluating Op5.6 on Xeon 2.2GHz dual CPUs + 4GB Memory. Op always suspends for 10 or 30 mins. During that period we get no response from web client including unable to logon as i had post this problem to this discussion board. After check with command "mysqladmin -P 13306 -S /opt/AdventNet/ME/OpManager/mysql/mysql.socket -uroot processlist", it returns us as below, --------------------------------------------------+ | Id | User | Host | db | Command | Time | State | Info | +----+------+----------------------+-------------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
SD+6 approvals do not work
When requesting approval for a request, the link returned by "$approvalLink" is not working: THis is the error that is returned. HTTP Status 404 - /<a href='http:/mars:80/approval/Approve.jsp -------------------------------------------------------------------------------- type Status report message /<a href='http:/mars:80/approval/Approve.jsp description The requested resource (/<a href='http:/mars:80/approval/Approve.jsp) is not available. --------------------------------------------------------------------------------
Scan - Physical memory showing as KB
Not sure when this started happening, but for the 'physical memory' field of workstations scanned, the value is showing as KB instead of MB. The number is correct, but shows KB (ie. 512 KB). Any help with this one? Thanks!
Request notes
When a user adds notes to their request, the technician gets an email saying the note that was added, but no link back to the request. I looked in the admin section and under notification rules there does not seem to be a way to configure this. Can you direct me to that template? I would like to be able to add the link to the ticket because the only way to associate the ticket to the notes is to find it by the ticket number - Its in the title of the message you get. Please help me in any way possible.
Re-open ticket
Closed tickets are re-opened by e-mail replies. But for users working with web forms would be preferrable to change status of request throug web form too. Can't find this feature.
Email job submissions - not working
Since i service packed my Helpdesk to 6.0 we are having the following problem Some (not all) requesters are emailing the helpdesk but the neither get a response from the helpdesk and no record of their request is present on the helpdesk. As this is all handled internally there is no spam filter to content with. The Built in spam filter on the helpdesk has nothing configured therefore I beleive this should not be the problem. This is proving quite a problem Some advice please
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