Merge Requests
Can anyone tell me if its possible to merge two requests in SupportCenter? Im *sure* i have done this before, but now i cant see an option for it anywhere. :S Olly
Roles and Contacts
Hi, I've just started evaluating SC+ . It seems a wonderful tool. While testing and configuring, I noticed that a Contact uses SDGuest Role by default. So every contact can see Solutions. We prefer keeping solutions info for our support rep.s and we don't want contacts to see our internal knowledge. I created a Role that cannot see solutions but I cannot set Role for Contacts. How can I add new Roles to Contacts? Thank you, Yigit Erenler
schedule backups
I was wondering if there is a way of scheduling backups so they will run automatically at certain intervals throughout the day? cheers germanjoe
Printers missing ?
None of my scanned workstations have any Printer information visible in "Inventory - Hardware - Printer"..... All the other categories appear to be fine.... Anybody else have data there ? scott
Help Me Pls
I need help for installing SupportCenter Plus
Technical Support
More a clarification and diagnosis than problem. I am montoring a tomcat 5.5.17 server and am getting a significant number of errors in the response summary. Nearly 50% Success/50% Errors. I am not sure what it is monitoring and how it is picking up errors. The applications running under tomcat seem to be working perfectly. I don't see any problems in the tomcat logs. Any ideas? Thanks Sean Morris ------------------------------------------------------ This is posted using Applications Manager feedback
NetFlow support in CISCO 2950
Hi, I tried to enable NetFlow on CISCO 2950 switch but it is getting restarted again and again. If i disable the netflow export feature then its ok. The client for which i am installing it has netflow analyzer 5 and wants to monitor those series also. Is there any solution of that like upgrading IOS or something?
What is Others in Top Source Report
I have created certain IP group. When I press Top Source Report at me shows addresses of sources from my group and still others. What is Others?.
Problem with DB configuration
I am having problems with the DB migration. It comes up with the message "connection error, please verify the details" . However, if i change either the password or username i have provided the message returned is "login or username incorrect". If I change the host or port details the message returned is "host or port name incorrect". Which password do I need to provide in the opmanager DB configuration. Any help much appreciated! Thanks Andrew Abtec Network Systems
Is there a way to make Category Required?
Hi, Im just wonder if there is an option on how to make category required instead of optional? It will be easy to assign rules to the queue. Thanks for your help
Can not monitor Solaris 9 OS stats via ssh but telnet works
Can not monitor OS stats via ssh but telnet works. The monior runs on linux, The server will not respond to a ping so we monitor port 23 to simulate it is the config file. From a shell on the monitor system we can ssh and connect to the target server. The proper shell teminating charater is being used, The weblogic rmi is working fine , all using the same IP. Passing cleartest pws is a violation of security and would not be allowed for the long term. Any ideas fellows? Which of the log files should
Auditing
I would like to be able to use the software scan as an audit so that at the end of the week I can press a button and see what new software has been added to the network machines. Is this possible? If so where and how? Thank in advance
Missing Logo on Purchase Orders
After upgrading to build 5010 we lost the logo on purchase orders. It's not printed and shown as an image placeholder on a screen. The gif file is intact and is properly shown on the General Settings screen. Please help. Thanks!
Projected Release Date of New Version?
Hi All, Is there a projected release date for the next version of ServiceDesk? I like it alot, but I have read the many new features planned for the upgrade. It appears you release quarterly updates, I am not sure if those handle feature mods? Or if they only come in major releases. Any info would be great. Thank you, Ken
Requester details
Is there any way of displaying requester additional fields in the requests from? I want to add "room number" to the requester details, but it doesn't appear in the request form. I could add it and g into every requester seperately and enter it there. However, clicking on the requesters name in the request from generates a pop up with the requester details, but it doesn't include custom fields anyway, so I would still have to go rooting around in the requesters details to find the location of the
Need option to change Browser Title bar
At the very top of every window in Microsoft Windows is the title bar. I need to change the title "AdventNet ManageEngine ServiceDesk Plus" to something like "My Company Helpdesk" Can you add a setting on the Admin / General Settings page for changing the Title of the application. You as a company do not benefit by my end users seeing your company and application name in the Title in the browser. It only creates unnecessary confusion. Please make this a configurable option. I already know how to
Technical Support
Could you please tell me what format the Ap Manager database is in, and whether or not it's possible to connect to it via ODBC for external reporting? Steve ------------------------------------------------------ This is posted using Applications Manager feedback form
How to customize view
I've added account or contact additional fields but I cannot show them to account or contact view. How I can do that. Sathit
i couldn't able to register in cvs manager
hi, i couldn't able to register in cvs manager. it says that invalid license. may i know, where is the license copy in the downloaded zip file?. suggest me regards saritha
Moving request to task
Just a bizarre though :P Perhaps it would be nice to move a request to a task list and assign that to someone. A request I have is turning into a programming task for someone - not really a IT support request any longer. Perhaps it would be nice if one could move those requests and keep the whole mail conversation. IT would mean a bit of work on the Task list functionalisty I suppose.
Database cleanup
Hello, After evaluating SD+, I'm about to launch a bigger test (almost "real world"). I have deleted all my test requests, but there is a lot of informations left in the database. I wonder why for examples notifications stay in the DB when I delete the corresponding request. So, how could I really cleanup the DB, without starting over with request ID ? Thank you
Report is missing Category=Null
Report doesn't show the tickets which the category field is null.
Technical Support
As a licensed user, I am having a problem with application manager 6 and WebSphere monitors.. I am getting the following error : Please ensure that perfServletApp application is installed and started I am entering the same details when running WebSphere's own monitoring tool (Tivoli performance Viewer) from the command line, and that works fine. Please advise if this problem is regular, and why it works with tperfviewer, but not with manageEngine. Rick ------------------------------------------------------
Migrate Netflow Analyzer to new server
Hi, I would like to move Netflow Analyzer to another server. I have the Windows version and I would like to migrate the data. Do you have the proper procedures? Thanks, Herman
Existing Event Logs
How can I view event logs from a previous backup, before the product was installed?
PIX VPN Report no data
My VPN report shows No Data Available. I am useing 4010 version. On the PIX515 side: v. 7.0(2). Site to site VPN as well as remote vpn. All expected report are display OK but VPN report. Can you help? Thanks in advance
StoopingNetflow Analyzer
Is there an approved way of stopping the server? I find that when I stop Netflow Analyzer via a reboot or just by stopping the service, I lose the last 10 minutes of data. What I would like to do is to get the database written up to date before stopping the service.
Support rep permissions
Hi. Which access level for requests and solutions must be assigned to support reps so that they can perform actions, such as: pick up request, assign request, reply contact, etc. My reps have full control over requests and solutions and all these actions fail when they try to execute them. If I assign them an admin profile, they can do everything Thanks. Frank
Changing category displays corresponding custom fields
I would like to have custom fields displayed by category. When I select a category from the drop-down when creating a new request, the custom fields associated with that category should display below the category field. I don't want custom fields for printer setup to always display no matter what category I choose, I would prefer them to display only when I select Printer Setup from the drop-down. Possible new feature? Let's make this request popular because I know everyone could use it. Thank you.
Custom Report Error
I've been using the Custom Report feature today. I have one custom field that I added to the Request screen. Each time I use the custom field as one of the filters I receive the error below. [begin error message] 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: [B org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Pending status
Hi, I want to be able to filter the Request view to remove any requests that are on the system which are waiting for something to happen, ie those that are Pending. I noticed in the filter drop down there is a Pending option. Thing is, i can't see how to make something have a status of Pending. What are the requirements for a request to be "Pending" ? Olly
data accuracy issue
Hi There, In the attached image we see others as assets. When we click on this nothing happens. We have no assets classified as others
CPU/PF Usage Java.exe
I am currently running SD+ 5010 and my CPU is constantly up to 100% and page file usage is also bordering the maximum. The main problem seems to be the java.exe process which runs up to 350,000 K. and 100,000 K for both the Wi-Fi and OPS Manager
Exception while trying to send notification for Request ID
Hello, We are looking at your product, SupportCenter plus right now (trial edition) but are having some issues with the email functionality. I have searched the forums here but I am unable to resolve the issue with the newest version of SCP. We can receive emails just fine from the mail server....great! What we can't do is reply to the emails. I get a message stating the email failed to send. Ok...so here is the deal: We have Symantec corp on this "server" (WinXP with all critical updates). Email
Technical Support
As a licensed user, I have noticed a few things with application manager 6. FIRSTLY: The downtime scheduler seems to not work as expected if you arrange for downtime between say, Friday 9pm and Monday 8AM. I have a feeling this is because Monday is the start of a new week. I will try adding an extra day so we have Friday-Sunday 23:59 and monday 00:00 until 8AM. However, I expect the application to either throw an error or not allow it. SECONDLY: ManageEngine does not seem to be firing scripts as
Internal Change from build 5001 to 5002
Hi, I've just upgraded from NF 5.0 buimd 5001 to 5002 and it looks like the /tmp directory is not used anymore.... In fact i can't see any flow_log_xxxx.txt files in it. The release does not mention this. What's has been changed internally ? regards Ced
Initial Response Time
Is there any way to measure the initial response time to calls once assigned to a tech? thanks.
RSS Feeds in the Announcements Section
I'm in the process of evaluating Service Desk Plus and I absolutely love what you guys (and gals) have done. Fantastic work you all have done! As a suggestion, I'm wondering if you would consider implementing RSS Feed capability to the Announcements section because several anti virus companies will make the latest information on virus alerts available via RSS. Other than that, keep up the great work you all are doing. - Juanito
Alarm Escalation Email Addresses
I am starting to configure our Alarm Escalation rules. Is there a way to specify multiple email receipients on the 'To Email Address:' line? I have tried using a semicolon but that resulted in the following error in the notificationLogs.txt which I have attached.
Technical Support
I am trying to setup a monitor for an MSSQL server in Applications Manager 6. I am inputting all the connection details but the authentication fails. I am fairly certain this is down to us running our SQL server in windows authentication ONLY. On one of our testing sql servers we run in mixed mode and using the sa password it works fine. This is stopping me monitoring our live servers. Is there a workaround or fix planned for this? Matt Withers ------------------------------------------------------
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