SLA notice problem
I have setup 3 different SLA's and setup to escalate after set amount of time for each one and selected me for the person to escalate to. When any of the tickets get assigned to a rep you get a SMS message only that there is a SLA violation and then also a email that the ticket was assigned to you. The tech that got the ticket assigned to them gets the SMS message and not me which the way I see it they should not get this message. If I turn off escalation then we don't get the SLA violation SMS messages.
Email templates for SLA
Was wondering if there are email templates for the SLA's that we can change and if not, could it put into the roadmap since all other emails have customizable templates. If it's possible to have a different email for each violation the email that I receive only has the details below and does not tell you if it's a level 1 2 or 3 violation Request ID : Date Created : DueBy Time : Title : Status : Priority : Mode : Level : Category : Requester : Requester Mobile Number : Requester Department If it
Agent queries shows red, Monitor did not respondI� m als
Hello, I saw a few other threads regarding a similar problem but I did�nt find out a resolution sifting through the messages so far, thus here it goes.. I� m getting problem with the CPU Utilization resource monitor, when using the linux-based OpManager, latest version. Please note that the Windows version works quite satisfactorily but I need to run the linux version. This query affects the OID .1.3.6.1.4.1.2021.11.9.0 but many others, if not all, are ill-behaved in the same fashion. Put simpy and
SMS Notification via GSM Phone
To whom It May Concern, I notice there is a notification profile that you can send an email message to third party email to sms provider. I have tried the Gnokii with Nokia 6310i cable attach to the Opmanager 6 on Fedora Core 5 . I have accomplished the installation on OpManager and Gnokii separately. I want to know if I can modify OpManager notification profile that allow me to send sms message via Gnokii. The following is the command that I can accomplished within command shell. echo "This is a
Custom Report to demonstrate ITs reponsiveness
We are attempting to compile a report that can be used to measure the responsiveness of our IT group. We would like to measure the following: Requester, Title, Description Time request is created The time required before the request is acknowledge by IT (initial response) The time required before the request is assigned to a technician The time before the request is closed We have the ability to use Crystal Reports, but need some assistance in identifying the tables. Has anyone constructed a report
Crystal Reports and Formatting the Date/Time Field
Hello - Does anyone know ow to correctly format the date/time fields in Service Desk? All I want to see is the format of DDMMYY HH:MM - the date/time fields are very confusing in the service desk database. Thanks Peter
What is the tool used to examine database structures?
A few months ago, someone mentioned a tool that could be used to explore a database and understand the internal data structure. Does anybody remember what it's called? Justin
Feature roadmap?
Can you all provide some insight into what features you plan on putting into OpManager in the future and I know you do not like to put a date on it but can you let us know about when you plan on putting it in.. IE what quarter of 2006 ect? If you list out a roadmap for features it will help everyone that uses OpManager because they will know what features they do and do not need to request for future rollouts. Thanks!
cluster hight available
Dear Friends, Is possible install and running the OpManager in cluster (HA)? Regards. Thanks []s
Can't remove resource monitors
Hello, I have problem with removing resource monitors from the list. Once when I add resource monitor I can't remove it from the list. I have to unmanage device then configure it from the beginning. Could you please tell me if there is any workaround for this? Build Number : 6002 Thank you in advance! Best Regards, Ivo
MySQL Bug in Win 2003 SP1
Dear All, If Firewall Analyzer is installed on a "Windows 2003 with SP1" machine, you may face issues with Firewall Analyzer login. This is due to a bug that has been identified in MySQL, the details of this bug is available here. As of this moment MySQL AB has not released a patch for this issue. Work around is to use mysqld-debug.exe instead of mysqld-nt.exe. Please note, there would be a 20% drop in performance by using mysqld-debug.exe over mysqld-nt.exe. So in the larger interest of our user
Schedule Log Import
hi, i am trying the trial of fw analyzer. i imported the log of squid server, but i need that every 24 hour the system import the access.log of the squid. i try to set the ftp access (very strange this choice, because the fw server is in the same linux server whre squid run, and i am nable to browse the folder of the machine where fw an. was installed... but it is a detail), and a time interval of 24 hour, but the system import the log, the first time, and after that never imported. there is some
Technical Support
Hello, We are using custom scripts to monitor some things and I have enabled reports on all of the numeric attributes, but none of them show up in reports or keep a history anywhere. Please advise. Thanks. Chuck Tomanek Chuck Tomanek ------------------------------------------------------ This is posted using Application Manager feedback form
trap display problem
Hi, my traps received by opmanager as displayed below: Attention May 17,2006 08:44:20 PM convertercoldstart is received from 10.226.200.107 with the following related information : sysUpTime: 0 hours, 0 minutes, 0 seconds. , .1.3.6.1.6.3.1.1.4.1.0: .1.3.6.1.4.1.3830.65.1.1.100.2.1, .1.3. Critical May 17,2006 08:38:43 PM convertercoldstart is received from 10.226.200.107 with the following related information : sysUpTime: 0 hours, 0 minutes, 0 seconds. , .1.3.6.1.6.3.1.1.4.1.0: .1.3.6.1.4.1.3830.65.1.1.100.2.1,
Status Message when trying to view Domain Controller Systems
I am getting this message when I try to view any of the three Domain Controllers that we have in Opmanager 6. Status Message Unable to fetch Managed Object details for the object : usltl2.system.usltl I can't get to them to remove them. Even when I try to readd them to the system it doesn't work. Please let know what I can do. Thanks
Problem with Time Spent Reports
Hello, When I run a time spent report, say for the current month, then select a technician it will switch to that technician, but switch back after I try to display all the incidents. It would be great to have that fixed and better yet, have the report subtotal by technician. Basically I want to see what hours were logged by a technician for a given time period, I can't since it keeps swapping back to view all. Without this option I can only see the total numbers completed by a technician and I want
License Failed: ERROR CODE : 500
Hey guys about 2 weeks ago we received this message we registering we have emailed you guys asking for a new license for 6.0 we have still not heard from you guys when are you going to email us back about this someone please email me about this and I will email you proof of our license key
I can't import users from Actice Directory OU
I have Service Desk Plus Version: 5.0.0 Build Number: 5010 but I can't import users from Active Directory OUs. I can see them (but not all OUs of my Windows 2003 AD), and I also can choose them. Import Wizard connect with the AD but can't import the users (failed records). What can we Do. The Machine import from AD was no problem!
error connecting from web
hi i get thhis error when i trying to connect from the web : Error in downloading client files from BE thanks guy
Trying to identify a specific host
I am using my NetFlow and have noticed a tremendous amount of traffic going to a single host. The IP is "205.161.6.57" and the protocol is HTTP. I have tried to connect to this host but can not. Also I can't find out what it is? Can anyone offer any advice on this?
Systems are disconnecting every night
Build 4.0.1 Build Number 4010 Build Date 10-Apr-1006 Monitoring four Windos 2003 SP1 servers and one Cisco firewall. Every morning when I log on to the Admin PC running Eventlog the Status of all five devices is Disconnected. I have to reboot to get the status back to Connected. I have made the changes for adding the exe files to the DPE exection list and edited the .bat file changing the log level from 2 to 3. Any idea why the devices disconnect nightly? Thanks
Still problem with custom reports
I have Crystal 9 and the my sql odbc driver - as per the Cyrstal report integration document. I can connect but cannotsee any tables. Use Root user with no password Any help PLEASE!!!!!
disable alarms for unmanaged Servers
Hi, In my Desktop group I have a lot of Server that I currently do not want to manage, so I "unmanged" them. However they still generate Alarms. How can i keep unmanaged Devices completely silent? Thanks
Replies creating new requests
I have noticed that replies to SupportCenter emails are generating new support requests rather than being associated with the original support request. If UserA emails support@mydomain.com a new support request is created. I then view that Request in SupportCenter, click the Reply button on the Request detail page in SupportCenter and send USERA a question, say asking for more information. When USERA then replies to my email, sending me the info i have asked for, SupportCenter creates a *NEW* support
Crystal Reports XI Std Edition
Hi I have just brought Crystal Reports XI standard edition so I can produce some reports. I am using the odbc mySQL driver, but Crystal is reporting that this type of connection is not possible with the Std edition. Have I brought the wrong version?
Suggestion: Tooltips on icons
Any chance you could add tooltips to the clickable icons that are used within Support Center? I know most of them are obvious, but i still find myself having to click on things just to see what they do, particularly first thing in the morning :) Olly
Suggestion: Last contact column
Hi, Another suggestion. I would like to have a "Last Contact" column in the Request view which would display the email address of the sender of the last contact. That way it would be easy to see if there is a response from the client. Basically it would show the name on the last entry in the Conversation section of the Request. If my client sent me a new support request, then clearly the Last Contact column would show their name. If i then reply to that request, it would show my username. If they
Solutions on my website
I know I discussed this with Vinu a while ago, but im really really desperate to display Solution articles on my own website, and in the formatting of my website. Is there *anyway* I can do that? Any way of exporting the solutions even to plain text files, so that I can display them on my site ? HELP! Olly
essential options
Hi, I'm going to launch the SC+ next week for test with part of my customers, but some essential options are not available yet in the current version: 1. show\ hide option for the additional request fields- from my customers ex - Fields that the response center filled during the troubleshooting. 2. Business rules- option to apply business rule for any calls, and not only new calls. ex- moving to Finance call after status has been change to Completed 3. Spam filtering- filters all mails that are not
Reports - No Data Available
hello, On th home page, i see the top utilization (CPU...). But, when I'm going to Reports, and choose any report, i have : "No Data Available Click here for troubleshooting tips. " I shutdown the opmanager, and use RepairDB.bat, but i don't see any report... I have Opmanager 6 Build N� 6003.
problem with creating a business view
Hi, I have a lot of business views in mapmaker. Now i have create a business view which shown in the business view map but i can't see it in the business view tree. How can i solve this problem? Thanks Emti
100 people
Hello, When i want to modify some properties, I can just view 100 people in the list.
Quick Assign to Queue
Hello, Is it possible to add the following feature : I'd like to have on top of the "Requests" page, near the "Assign to : -- Select technician", a list of queue (exactly like the technician one), in order to assign request faster to the appropriate Queue. Could I do it myself ? Thanks for you reply !
egress traffic
Hi, We have a couple of Cisco 1700 routers that we currently monitor with Netflow Analyzer. What if have noticed in the new IOS 12.4 versions is the possibility to turn on ip flow ingress as well as ip flow egress on the interfaces. Turning on this options seem to give better statistics of outgoing traffic. It also creates an extra interface null0 do you know if this interface also needs to be included in Netflow? Any idea about the purpose of this interface. (Why is it created when ip flow egress
Global Tickets
IE: You lose your T1 :-(, no email, no internet, and no IM. (AKA end-user hell) Phones are ringing off the hook with multiple symptoms, but one global cause. Can I create one Global ticket and as calls come in associate them to that Global ticket, so (this is the sweet part) when I close the Global ticket all associated tickets are closed as well with the same resolution. p.s. And all your bass belong to us
Linux & SMP: Wrong CPU utilization and load (n. of jobs)
Hi, the reported values for "CPU Utilization" and "System Load" are wrong (maybe because it's multiprocessor machines?) ... For example on one machine the CPU utilization is always reported as 19%, the "Jobs in 15 Minutes" is always reported as "20". BTW, the max possible number of jobs ("100") is not high enough. What can I do to get proper readings? OS is Debian Sarge (both Appmanager machine and monitored machine(s)). Regards Ingmar
Need to login every time
Hi, I have just installed the 30days trial version on to our system. It is working fine with the webclient on the server system. But when I login from a client machine and click on any buttom I have to login again. Even when I click on "remember Password". I would be pleased if I get an informationm to solve that problem and to test the programm. Thanks
Queues Admin
I am not able to see the Choose button next to my populated Notify to field when i edit one of my Queues.
Cannot scan Workstation with Windows Domain Scan
Dear All I'm using SD Trial Version : 5.0.0 Build Number : 5003. Installed in Server with O/S RH Linux AS Ver.3 For Domain Controller / Domain, I'm using a Server with O/S Windows 2003 Server, in this case the network firewall is not active / No Firewall. (1) In the Asset Management - Windows Domain Scan menu, When i'm trying to scan a workstation with Windows Domain Scan emerge a message error like : FAILURE :Domain scanning cannot be performed in non-windows OS. What's it solution....? Notes :
Backup and Restore
SC+ comes with a backup routine - great. But where's the restore??? I want to move SC+ from the test server to the live server. Installed the exact same version of SC+ but there's no obvious database restore to put the data back onto the new server. They are running on different TCP ports - would this make any difference to the restore? Any help appreciated.
Next Page