Spam and SupportCenter
Anyone have any solutions to sorting spam out in SupportCenter ? I know that a number of other helpdesk packages include SpamAssasin integrated in to the helpdesk package itself with an option to mark requests as spam or not, and so it learns. This isnt available in supportcenter, but what are other people doing about spam ? Thanks Olly
Domain Controller Alerts don't work
Hi, I'm testing OpManager, and so far it looks very promising, except for the fact that I have a domain controller (Windows 2003) added as device, but when I configure a threshold, the alarm for that threshold is never activated. I added all the monitors under Active Directory Services (which include Memory Utilization). Then I go to System Monitors and set a threshold for Memory Utilization). When this threshold is exceeded, no alarm ever gets activated. If I do the same for just a "server" then
Cisco Router and PIX monitoring don't work
helo, I'm trying opmanager for view online status for cisco 2800 and pix 515e. where I can find simple configuration for cisco? I tried set some snmp-server commands, but it didn't work. server with opmanager and both cisco are in the same subnet.
Plz help
Source IN others 71% As it to understand and in general for what others
Creating Error Event Report
Hi I am inquiring about creating a custom report that just returns events resulting with an error severity. And is there any way to filter out the successful logons/logoffs?
Bad email into forward answer
Hi all, This product sounds good and very usefull :-) We are trying to evaluate Support Center 5.0 build 11 and we have the following error. After that a request has been correctly created, we would like forward it to one guy. But into the email field, we put a bad email adress (email address inside your domain) by error. After that every minute a new email answer was added into the request from the system administrator which is in fact the postmater@ourdomain.com which specify that this email adresse
Automatically associate Email replies to correct ticket
Hi, Does service desk plus have any features to associate email replies to the correct ticket?? For example, when I reply/forward an ticket to a requestor, there is a chance that the requestor will reply back . Can the system associate the reply from the requestor with the original ticket automatically?
disable the monitoring with floppy
Dear all, Anyone know how to disable the monitoring with floppy when using the OpManager? Thanks a lot, Pete Fong
Solutions search engine return poor results
I have has this issue ever since I installed the product. I dont think it is an error, I think it is poorly designed. I think one of the most powerful tools in a help desk department is the ability to store and retrieve information. Unfortunately I dont think that Service Desk is proficient in the latter (retrieval of pertinent information). As I wait and watch new enhancements and bug fixes being released, I never see anything dealing with the accuracy of the solutions search engine. I just tried
Issues after upgrading to 5.0.0 build 5010
Issue #1. If I remove an attachment in a request, the menu to the right "Tasks" is removed and a big blue box is inserted under the request link. I did notice that the "Tasks" menu is at the bottom of the screen under the history link of the request. Issue #2. Sometimes the "Tasks" menu disappers from the "Request" link without the blue box. I'm not sure what I do to get this, but it doesn't have to do with removing an attachment. Screenshot provided... Best regards, Jeff
Show quick create request in requestor home page
I'm sure I enabled this on a previous build but cannot find the option to enable it at the moment, am on build 5.10
Knowledge base
Is it possible to hide folders in the Knowledge base from users? For example: a folder concerning firewalls for a network support team does not need to be displayed to the end users. Currently the folders contents are not available, but the folder is still viewable. Thank you Trevor
Scanning for workstations
Hello Folks, Looking for some advice on scanning workstations for service desk demo. Currently we are setup on a NetWare network. No MS servers at all. Most workstations are XP SP2 machines. All machines have the Client for MS networks removed. I am wondering if anybody out there might be operating under the same circumstances. What would you recommend for scanning and importing workstations? Active directory and domain scanning are unavailable. Thanks in advance. Rob
Suggestions
Hi I'm our Admin for our team and pretty much control our ServiceDesk. We've been using ServiceDesk for about a year now and have noticed that it has become an encumberance. We have to click multiple times to get to certain fields in the program. So I thought I'd give a little feedback/recommendations: 1: Navigation panel (view pane) - To the left, with expandable lists (+/-) to get to Admin tabs(and potentially other modules) quickly. This saves us time. I understand that we can do this from the
Bug in history portion of ticket
I've noticed that a ticket that is closed properly shows a time/date stamp in the history. However, one of our techs inadvertently re-opened it by sending an email from inside SD+, and cc'ed the account where we pull the mail from, and it re-opened the ticket, but does NOT show the re-opening in the history. I had to look at the conversation date/time stamp and compare it to the ticket closing date/time stamp. Can we have re-opened tickets register a history event? Thanks, Justin
Inventory feature....
Hello All, The inventory feature is very cool, but there are some issues that are still there. First of all, how to scan for new inventory and keep up to date?? Second, if we click on one of the software packages, it does not show ALL of the machines that have it installed, for example if I know one of the machines has it installed, I will click on that machine name and do a scan, but it won't connect to do a scan because it comes up with an error saying: "Connection to RPC server in the workstation
Active Directory Password Changes
Hi All, We are using AD authentication. If a user changes their AD password, how long will it take for ServiceDesk to sync that password? We had a user change their password today and they can no longer access the application. Best Regards, Ken
Technical Support
When I try to create monitor for Weblogic 8.1 I get status 'failed' with reason 'Service is not Running'. But server is running.... weblogic 8.1SP4 Applications Manager 6 build 6056 without SP License Type : Evaluation Weblogic listens 127.0.0.1:7001 eugene ------------------------------------------------------ This is posted using Application Manager feedback form
Importing assets and assigned to workstation
Hello, I'm demoing ServiceDesk Plus, and so far am quite impressed. I seem to be running into a problem with importing assets however. I have done a domain scan to import all of my workstations which appears fine. Now I'm attempting to import a list of assets and assign them to workstations during the import. I have a field called 'assigned' that has the workstation's name in it, however after the import the assets show as unassigned. Is this feature functional? Is there some way I need to format
Opmanager MSP and Report Scheduler
Hi, I tested Opmanager (it's OK !) and now my company bought the MSP Edition. I can't find the Report Scheduler anymore. Am I overlooking this option, I can't imagine it has been removed. Thanks Ari van Asseldonk
Suggestion logging facilities
1. I would like to see if users (contacts and technicians) of SCP have been logged on and off. Just to know if they are use the system. Of course ther should be a counter for requests based on emails. 2. I wouild like to see if administrators of SCP changed something on the system. Like: Date, name administrator, changed item. It would be nice to have a remarks field added so the administrator can place a remark with a short reaseon or a requestnumber which contains the reason.
Password reminder
Hi How to turn on password reminder link on the login page in SupportCenter Plus? Has SupportCenter Plus this possibility? Kirzi
Transforming to an MSP 101
Sean Teague, President of Kent Network Solutions, Inc. Dallas made this excellent presentation on the MSP Alliance European Conference at London. It was such a wonderful and knowledgeable presentation that i went to him and requested that i wanted a copy of that presentation so that i can share with the current users of OpManager MSP platform. [Thanks Sean for all your help] What is this presentation all about? A lot of the current customers for OpManager MSP Platform are IT consultants or VARs or
A question about due date
Hi again, Thank you for all the responses, this forum works really good I had a question about the field due date before: 2. Due-date is an important-field. I�ve noticed that you can edit this field. If you edit this field does it affect the SLA-reports as well? Or is it the set SLA (support plan) that calculates if a request has been overdue regardless if the due-date field has been manually altered. I got following answer from you guys: - Due date is editable. A request is marked as overdue or
Many Questions
I have many question about my ServiceDesk implementation in my office (1). I wish to do CLONING my servicedesk server, so i will have 2 server with same condition. For this proses, what files and folders must be copied to cloning server...? (2). I have tried using Automating ServiceDesk Plus DB backups but it does not walk fluently. By this formula : cd c:\adventnet\me\servicedesk\bin sd_service.bat -p /* to stop ServiceDesk Plus service*/ backupdb.bat wait 5 sd_service.bat -t /* to start ServiceDesk
Can ADManager Plus Coexist w/ ServiceDesk Plus or OpManager
Greetings, My manager has just purchased ADManager Plus and I am getting ready to install it. Can it coexist on a Win2K3 platform with either ServiceDesk Plus / OpManager or does it need to be on it's own platform?
Ip Group In/Out interpretation
Hi, I would like to aggregate two lines from two devices. Both lines represent the traffic from my data center. To achieve this, i've created an Ip group where i've defined subnets in my data center. However, when i try to interpret the In/Out traffic given under this ip group, the in & out is completely flipped compared with the physical lines. If i sum the in traffic on physical lines, it correspond to the out traffic in my Ip GROUP. How Netflow counts the in or out traffic when we deal with ip
Cannot Change Requester
Hi all, If I attempt to edit a request and change the requester, no error message is displayed however the change does not take. The ticket history shows the change, but the original requester remains. There are times where we receive a request on behalf of another person, so we need to change the request to reflect the proper user. Is this a bug? Thanks, Endaar
No responce from SD+ when asigning a task to a technitian
Hi i am having problems when i assign a task to a technitian, when i select a tech and click asign nothing happens. i also have problems closing requests and adding requests however somtimes when i or some one is adding a request it creates multiple requests. thanx in advance for your help
Email Loop...
We have the helpdesk configured to notify requestors when a request is created. I ran into a problem today when I replied to a request and mistyped an email address. NDR's are sent from our mail server from a fake address (postmaster@x.com where x.com has been substitued for our real domain). When the helpdesk received the NDR, it in turn created a ticket and sent a notification email as expected. The problem is that since the postmaster@x.com is not valid, another NDR was sent creating another ticket
Attaching and asset to a request
I am evaluating this product. We currently have a helpdesk application. This so far seems to be much better, but we have a lot of assets that are not network scannable. when we have to open a request for service on these assets, we are unable to attach the asset to this request. I have looked through the forums and there have been responses that this will be included in the future updates. This is great, because this will pretty much solve any of our concerns that are holding us from making the change.
E-mail notification about Due by date
How to modify e-mail notification about Due by date what's accepted by my superior...?, in Notification Rules I cannot find its topic about that. Thank's
Feature Request - Reports - Domain Controllers
Would like to be able to run these reports: - Inventory by Business View This report should include any routers, switches, servers *including domain controllers. With Sub-headings for each category type. - Would like reports to include selectable custom fields. For example one of the custom-fields I've added is "Server Role", I would like reports to include that, and perhaps our propertyID tag etc., - Server Inventory Reports currently do not include Domain Controllers, and there is no built-in report
Attachments to tickets
When we edit a ticket, we are unable to attach files. We can browse and find the file, but clicking on the attach button does nothing.
Network and Performance Counters for Domain Controller
I've just installed the free version of OpManager. I've added a domain controller, and get statistics for cpu, memory, disk, lsass, ntfrs, and ad store, but network and performance counters only ever display "N/A" (been running for a couple of hours now). When testing, for example, the Kerberos Authentications monitor, I get this: Test results The Monitor did not respond to the test request Summary Device Name **edited this bit - windows 2003 dc** Monitor Name KerberosAuthentications Protocol WMI
Dell PowerConnet 6024
Hello, new to OpManager, loving it so far, however I dont think I yet grasp using vendor specific mibs. I want to monitor about 10 Dell 6024 PowerConnect Switches, I went to dells website and downloaded the mib files for the 6024. Inside the zip file I downloaded there are 73.mib files. I put them into the mib directory, but what do I do next to allow opmanager to view specifics on the device? Regards
Monitoring routers with interfaces ip unnumbered
I have some routers and the discovery process didn't find routers interfaces without IP number. I use the interfaces with "ip unnumbered".
ServiceDesk Plus in Italian
Hi, when it will be available SDplus in Italian? I have acquired the software and I would want to have the helpdesk part with the interface in Italian. Best regards
List of assets by owner
Hello, How can I get a list of assets that are assigned to a specific owner. This is useful for our school so we can see what technology items each teacher has in their classroom. Thanks, Russ
Technical Support
Hello, Is there an issue with manageEngine and connections remaining open for monitors ? Our tcpmonitor seems to show connection refused exceptions at times when this server is running. Also the tcpmonitor shows that polling is taking place every second instead of every minute. Any reason for this ? Rick ------------------------------------------------------ This is posted using Application Manager feedback form
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