New SDP Featureset/Release Date Inquiry
I noticed in the post about the new features going into the next release that support for MS-SQL servers is going to be there. Here is my question: What tools or methodolgy are you going to provide in order to allow us to safely transfer our DB from MySQL to MS-SQL? Thats a manual export/import job I don't even want to think about. Also, I know it is slated for release in Q2, but is there anyway to be a little more specific? (two weeks? a month?)
feature request
Is the option to close a request from within the add resolution screen going to be included in the next release? I remember asking this before a long time ago, and was told it would be, but would just like further confirmation. Also, when the MSSQL feature is introduced, how will people on MYSQL convert across? I here from some colleagues that this can be messy! cheers Pete
Feature Request - Importing more AD-Data
We are using many AD-Fields i.E. for Phone-Numbers, Office-Locations and Organisation. Can you please add the Feature to import the following Fields from the AD in one of your next Releases ?: - Manager Name - Office Location - Mobile Phone Number thanks Florian
Stuck at the start
I've just setup the trial version of SupportCenter, and I want to create myself a user acount. The system says that I can only create one logon account until I buy a license, which is fair enough. Does that mean, that in the "free" version, I *have* to log on as the admin account ? Is there a way I can replace the admin account with my account ? I would prefer to log on as me, and see my name and details on any reports that are generated. Olly
Time Spent Reports
1. Can Time Spent Reports include time spent on requests that remain open, or do these reports only include Time Spent for requests that have been closed? 2. In selecting a time period for this or any other report, the report seems to completely ignore if I enter a custom period and reports only on the default time period selected under "Choose a time period (Today, This Week, Last Week, etc.)". I've entered dates both manually and by using the calendar icons under the custom period, but when I click
Can no longer create new thresholds
We have installed the new 6.6 version but now we can no longer create new thresholds or set values against thresholds. Nothing else has changed I am still using ie6.0 sp2
Change reports attachment from .zip to .pdf
The reports I have set up send the attachment as a .zip file containing a .pdf. The e-mail gods strip all .zip attachments no matter what. Is there anyway to set the product up to send the e-mail without zipping it? Thanks!
Hide left column
Hi, is there today any possibility to completely hide the left column (search, recent items). It would make the overview much better, now you must scroll to see the whole request line Or if there isn't a possbility to day, could it be in next version?
Enhancement Request - Error Log
We use Eventlog Monitor to log error and warnings from our servers enventlogs to OpManager. In case of user problems we get the following errors: Message: ID=1506 Source=Userenv Type=1 Message=Your roaming profile is not available. You are logged on with the locally stored profile. Changes to the profile will not be copied to the server. Possible causes of this error include network problems or insufficient security rights. If this problem persists, contact your network administrator. DETAIL - Access
Purchase Order System adding items
One of our users defined as an Engineer in the system is trying to enter Purchase Orders. When he gets to the part where he needs to add a new product, there is no link available on the screen. I can do this as an administrator but I need for him to do it without being defined as an administrator. He is defined in a group that has full permissions on the Inventory and Purchases. Your documentation doesn't say the person needs to be an administrator for this function. What is wrong? Thanx, Daytona
change defualt monitor time
if i go to admin-traffic monitors-and change Traffic TX it changes it for all current devices-any future devices i discover revert to the default time of 15min for Traffic Tx, memory, cpu usage, etc.... how do i change the defualts?
Notification in desktop
As admin can we setup a notification in desktop if there is a new request incoming so that although admin do not opening web helpdesk....?? thank's
Licensing & improved break down within this area
Hi, Great product, we originally bought this as an asset and licensing tool which has helped us greatly in being able to identify what we have around our network etc. However, will there be improvements made to this area of Service Desk? Ideally, licensing needs to have further break downs and reporting tools; - Some workstations belong to subscription licenses, therefore we would not need to add assets where licensed and would need to be seperate from the generic licensing report. Perhaps this could
Backup servicedesk
Standard backup batch "AdventNet\ME\ServiceDesk\bin\backUpData.bat" takes up to 20 hours to complete. (database is +/_ 1,2 gb) What am i doing wrong? -There is no error -Servicedesk is on windows 2003 server -service pack 5008 workaround is 'net stop servicedesk' and xcopy of the complete folder. (takes aprox. 3 minutes)
Feature Requests - Search Resolutions and Edit Notes
Currently we have no option to edit notes created. This is a very important feature and really needs to be added. We are not able to search resolutions without adding them to Solutions. I want to be able to search the resolutions associated with a request. This is very important as not all resolutions will be added to the solutions. We should be able to search any part of the request.
Business Rules: routing ticket by location of user
Our current routing system for our company goes like this: Ticket entered into SD+ -> Basic Triage by Service Desk Personnel -> Manual routing by Service Desk Tech to Proper Site Queue -> Site Tech Triage/Support and possible closure -> Possible Routing back to Tier 3 Server/Desktop support for enterprise issues. -> Incident Closure Our company routes calls for service based upon the location for preliminary triage. For example: Users in Los Angeles will submit tickets that should be routed to LA
Formatting Solutions
Is it possible to format the text when I create a Solution? I was to make bulleted lists, but I'm finding no option to do so.
Time taken for each ticket.
Hello, When ever I create a ticket the due date is always approx 24 hours or less. Is there a way to set it for 3 Days perhaps? Thanks
Feature Request: Option to not send emails
We often enter support calls into SD+ that are simple questions or requests that are resolved during the call. However, when the technician enters the request into SD+ and then enters the resolution it sends 2 email notifications to the client for a request that has already been completed and closed. If we had SD+ set to email them when a request is closed it would send 3 emails. There should be an option or checkbox on the request entry page to disable email notifications on a "per request" basis
Notification in desktop
As admin can we setup a notification in desktop if there is a new request incoming so that although admin do not opening web helpdesk....?? thank's
IF_Index are being removed?
I'm adding in a Cisco 2600xm frame relay router, when I first add it, it shows up with all 51 Indexes, then I rename its display name and set it to be a router (Instead of a switch) and after a few pulls indexes 17, and 19-35 (18 still shows oddly) go missing. 17-35 are my PVC's (Serial0/0.DLCI) all are UP and active and I can browse to them and monitor them with other SNMP tools. I have a standby 2600(not xm) at the same site with a simular config that I can pull and all Indexes are shown and are
Automatic resolutions w/ attachments
I have my own pre-defined resolutions saved in the solutions database. However, when I search through and find the one that I am looking for, the resolution does not show up on the reply email automatically. I have to cut and paste it. Is there a way to have it automatically come up in the reply email? Also, is there a way to have an attached file, which has been attached to a resolution, automatically show up as well?
Holidays not region specific
We have holidays listed which affect the SLA time, but the holidays are not discriminating on when they should be applied by country. For instance, today is Portugal's Independence Day, and the folks there are on holiday. But the holiday setup doesn't allow for the application of Portugal related holidays to be applied only for them, and our US holidays likewise can't be uniquely applied to US sites only. Can we have a way to one or more sites to apply a holiday to? thanks, Justin
Resolutions
Could you please include a feature that allows technicians to enter the time spent when entering their resolutions. And allows can you please confirm that technicians will be able to close requests from within the enter resolution screen. thanks Peter
problem importing from other database
Hi, We are trying to importdata from our current crm system (MS-SQL) into sd+ but are now having problems. I managed to import requesters and departments and everything is looking good in the webinterface. However when i try to create a new requester or technicain sd+ tells me that the username already exists when it don't. I imported key values and information into: aaausercontactinfo, aaacontactinfo, aaauser, sduser and userdepartment. Have i missed something? My gues is that sd+ tries to create
OpManager behind PIX
I placed OpManager behind a PIX firewall. I opened the 161 UDP port on the PIX but still cannot monitor the devices unless i allow all IP communications between the DMZs. Any idea on which ports needed to be opened?
QOS
Hi, How does Netflow calculate the application percentage of total traffic? Is it done before the traffic is passed through quality of service or after? The reason why I am asking is because Netflow most of the times display that we have on our uplink 45% of the total traffic is SMTP and 52% http. We have implemented QOS and reserved 60% of the bandwidth for http but netflow is not showing the changes. We know that http traffic is more than 52% Thank you, Ramzi
Remote Backup - SignUp For Free Trial
We are planning to do a pilot testing on remote backup for OpManager. If you are interested please reply to this post or send an email to dev at adventnet.com. Performing remote, automated, daily backups of your OpManager configuration files and MySQL data comes in handy incase of a server crash. All you need to do is restore the conf and mysql data folders and copy them into a FRESH installation of OpManager. This process takes less than 10 minutes and you get the very same setup that you had prior
Minor display bug in notification edits
Here's a small bug (double help card shown) associated with going into the notification edits window:
About mail in SupportCenter Plus
Hi, We have a question regarding the mail functionality in SC+. We think it would be great if you could choose that only when a customer replys on a specific request/errand SC+ will pick up the mail and put it directly into the system. And all "new" request/errand you have to manually put in the system. In that way you have more control on your requests/errands. Another thing that would be good to have is if you can have more then one mail account that SC+ polls requests from Thanks Per
contract notifications
One of our technicians left the company. I removed him from the "Users - Technicians" list but he was still listed as a user to be notified upon contract expiration. Does that sound like a bug? Dave
Alarm notification vie email
Hello all, I have set OpManager to monitor printers in our company and send an email to the appropriate folks when an error condition occurs. When a device misses a poll a "device not responding" email message is generated as expected, but other alarms (low toner, low paper, paper jam) do not generate emails, although they do show up in the OpManage interface. In the related Notification Profile, I have the poll, interface, trap, and cleared alarm boxes checked. I am certain that I am missing something,
Cisco router 802.1Q VLAN
Subinterface 802.1Q calculations are not correct. Is there a known problem with the calculations?
Import multiple log files?
Perhaps I am blind, but we are demoing this product and have been unable to find a way to import multiple .gz log files at once. One at a time is not feasible with over 300 100+ mb archives. :lol:
Mail settings
I am having a look at the trial version of op manager and cannot configure the emial settings I am running service desk as well and the outgoing settings are set correctly, the incoming is not as we are running exchange and SMTP on port 25 We are running a server called mailmarshal and exchnage on a seprate box The settings for servicedesk outgoing are not working when entering into opmanager Is this becuase incoming we only have SMTP enanbled and servicedesk isn't configured for that, so I assume
Milage/kilometerage costings
Hi all, I am evaluating support desk & so far am very impressed, however in support costings we would require a way to track kilometres travelled by road and air and to assign a per KM cost, is this possible or is it being thought of yet ? Thanks
FAILURE :Category is being used by a module. Hence cannot...
Hi, When I want to delete a category, I get following error : FAILURE :Category is being used by a module. Hence cannot delete it. How to find which module is using this category ? Greetz, Woef.
Auto Reply emails re-opening tickets
When we closed a particular ticket yesterday, we received an auto-reply stating that the person was out of the office. Because it came back to the same address that we use for our email generated tickets, a new ticket was opened. if we close that, it does it again causing a never ending loop unless their auto reply is turned off. Is there a way around this? should our 'reply to' address be different than our work order email address? Not sure how to handle this one. Scott
Feature Request: Adding Attachments
I would like to see the following feature implented: Currently we cant add attachments to Notes. The only place is in the Request body. However, during discussions we may want / need to attach additional information to the request which may or may not be displayed to Requesters.
Change Requester
Hi Support-Team, is it possible to change the Requester? I have tried it but it seems not working. thanks Florian
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