Questions about SupportCenter Plus
Hi, Our Company is looking into getting SCP as our trouble ticket system. But we have some questions: 1. The report �Completed requests by Account� would be great to have. 2. Do you have a release date for the support for HTTPS/SSL? 3. Operational Hours. The SLA time is calculated on the Operational Hours, but we have different working hours for different customers. For some customers we have support hours between 09-17 and for some others 08-20. So In our case 4. Will it possible to export the reports
Fortigate 3000 Firewall
I have a Fortigate 3000 firewall with multiple VLANs defined. When I attempt to monitor it with OPManager, I cannot get OPManager to monitor anything on this particular unit at all. It sees one interface, but I get no traffic stats, there is no CPU utilization or any other useful statistics. It is critical that I get this particular item monitored since it is our main backbone router. Could someone toss me an idea or two about how to get things going with this unit? The vendor specific Fortigate
How to solve outbound mail error problem?
I tried sending out notifications on different events, as per the capabilities selectable within SD+. (inbound works great, and is creating tickets on the fly, but outbound isn't working) No mail apparently gets through, and the logs show: Exception while trying to send notification for the request. I've tried various mail servers, and with/without authentication, but the mail just isn't getting out. SD+ is on a new 2003 Server box. Documentation seems to be sparse on this area. Justin
Netware 5.1 Monitoring
Does anyone have any experience setting up opmanager to monitor volume information on Novell 5.1 servers?
Replying to posted tickets
When tickets get posted, and our technicians are using the reply to feature, the users are getting the info as they should be. When the user then hits 'Reply' and sends their reply, it is being posted as an additional ticket instead of being added as an additional email in the same ticket. In the 'help' information on the setup screen, it suggested using the same address as for your incoming mail. Is there something that someone can think of that I've done wrong? Or is this a glitch?
Upgrade from 5.005 to 5.007 failed
I got the following ending to an upgrade from 5.005 to 5.007 INFO: Command to be executed C:\AdventNet\ME\ServiceDesk\bin\\..\mysql\bin\mysql admin -u root --port=33366 -h localhost version Apr 11, 2006 3:01:18 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer execut eCommand INFO: Command to be executed C:\AdventNet\ME\ServiceDesk\bin\\..\mysql\bin\mysql admin -u root --port=33366 -h localhost version before checkApplicableBuild ...................... inside checkApplicableBuild ......................
BUG: Combo boxes in requester forms still broken
As an admin, I put an additional requester field into the form, with it being a combo (selection) box. It still shows up in the user requester window as a single line, with the 1st item shown. Can this get fixed? thanks, Justin
Survey results
Is there an easy way to view all survey results or do you have to click on each closed request to see who has completed the request We have over 300 people using the helpdesk nd it seems very time consuming if there is no way to know who has completed the survey. Would be better if functionality could be included to view the current survey results all at once and even the previous survey results of everyone, you could even put a start and end date on the survey.
Business Rule based on Product
Is there any way to use a business rules to assign requests to support reps based on the product? This would be very helpful as a queue may support a number of similar products but not every rep would support each product. Also, is there a way to customize the reqeust queue view. Again, there isn't any differentiation between requests in the same queue. This could be based on product or category. Also, there is no reporting based on products. This would REALLY be a great so that I could determine
Essential Feature Request.
OpManager really needs the ability for the end-user to not have to log in every few minutes. I know, programmatically, this would be a very easy addition and would really, really, heavily, request it. PLEASE. David.
search control is non literal
I have discovered an issue when using the Search control in the upper right hand corner. Here is my example- I gather information about clients connecting through a SonicWall firewall on a subnet with IP addresses in the 172.16.x.x range. I need to be able to see activity associated with a single IP address i.e. 172.16.7.5. When I enter this IP in the Search control, Firewall Analyzer displays all data for ANY IP that begins with 172.16.7.5, so I also get 172.16.7.50, 172.16.7.51, 172.16.7.52, etc.
Filtered Reports
I do not believe the filtered reporting is working properly. For example, if I choose Title 'contains' item OR Title 'contains' price, I get inaccurate results. I am only wanting to return those requests that have the word ITEM or the word PRICE in the title. But I'm getting a lot of requests that DO NOT fit this criteria. I've attached a PDF for the results returned on my report along with a screen shot of my Advanced settings. Thanks David
migrate from build 5000 to latest
we have build 5000 and I see no upgrade path (only from 5001) - what do we do?
Turning off automatic network discovery
how can I switch off automatic network and device discovery? it finds automatically too many devices, I don't need to monitor them, and it takes me a lot of time to delete them manuallyfrom the views. thank you.
Exchange Monitors
please tell me which rights should have OPMUser to monitor exchange services? should he have the administrative rights? or is it possible to be a simple user? thanks in advance.
OID issues
I am trying to create some custom monitors for CPU utilization but when I insert the OID (say .1.3.6.1.4.1.2021.10.1.5.2), Opmanager adds ".0" resulting in invalid OID for CPU utilization. How can I avoid OpManager from forcing this?
HotFix to migrate to 5008.
Hi All, HotFix to migrate to Build Version 5008 has been released. You can download the same from http://www.supportcenterplus.com/service-packs.html The hot fix is available @ http://manageengine.adventnet.com/products/support-center/64045241/AdventNet_ManageEngine_SupportCenter_Plus_5_0_0_SP-0_3_0.ppm All Users, still staying on builds 5000-5007 can apply this hotfix to migrate to the latest version. Instructions to apply the hotfix: 1. Shut down SupportCenter Plus Server. 2. Take a backup of the
Probe does not send 3COM interface details for some ports
I am having a 3com switch on one of my Probe. Model number 3C17701-US If I connect to the probe, I see all channels. I can click on the channels and I see trafic information etc. If I connect to the central, I see only channels up to 19 ( on the pictoral representation). If I click on the switch device, I see device details, and in the interface part at the bottom of the page, I see all channels, but for port 20 and up, rather than seeing counters in the RX TX utilizations, I see N/A ??? although,
Notification dialogs and directory look up tab
I have looked at the reply to requester notification which we use quite a lot to keep history. I might be reading this wrong but in the Features for SP6 it says that notification doalogs now have a directory lookup tab for the to and CC fields The only lookup I can find is a drop down window if you enter the first letter of a name, I cannot find a directory lookup tab, which I thought would be a button and then you could select from a alphabetically list??
Customising User's Homepage
Hi, Is there a way to hide "My Details" and "Change Password" from the user's login? Also, can SDP be customised to use UK English? Thanks, MJ
peanutp
Was there supposed to be a feature in 5005 to allow the use of mandatory boxes? I would like to make fields etc.. mandatory when technicians log calls. cheers Pete
There are features to managing tickets from several customer
I would like to aks for information about using service desk plus to manage incoming calls (tickets) from several customers and grouping those calls into diferent organizations. E.g.: Customer A open a ticket for company X and Customer B open a ticket for company Y and Customer C open a ticket for company W. Is that possible? And about the reports to control the number of tickets per Company?
HotFix to Migrate to 5004
Believe that you all would have been waiting for long for a release update from us. The much awaited time has come. We have released an HotFix to migrate to build 5004. You can download the hotfix from the url http://www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix: 1. Stop ManageEngine ServiceDesk Plus service. 2. Take a backup of existing data using [ServiceDesk-Home]\bin\backupdata.bat (backupdata.sh for Linux installation of SD+ ) 3. Invoke UpdateManager.bat (UpdateManager.sh
2 simple feature requests
#1) When you do a "reply" make the cursor start in the message field instead of having to click in it. #2) when done clicking "send" on a reply or forward have SD close the window and take you back to SD. There is no reason for the "your message has been sent" window that we have to manually close ..
Requester name scrubbing?
We've seeded our SD+ requester info from AD. We've allowed email to be used as a means to initiate a ticket. But we're seeing the name in the header being used as the requester name, which results in our having all kinds of requester names. Short of removing all requester names (is that even possible, since they'll be tied to old tickets?) and reseeding from AD, how does one manipulate the name coming from email? Is it possible to do one of the following? 1) Set up a business rule that says "If the
Suggestion for unmanaged device
If it is possible If a node that was unmanaged, any alarms acssociated with it would automatically clear.
Creation of pick-list requester fields not seen by requester
I created a pick-list (combo-box) for requesters to fill in called "Locations". But they're not seeing the list of selections I put in to pick from. Justin
"Demotion" of tech isn't reflected on list of tech
In doing testing, I "promoted" a user to a technician via the addition of an admin role (since I had this account's password), and later tried to demote that account back to user status. however, the user still shows up in the list of technicians, even when they no longer have "admin" role assigned to them.
Looking for away to track tech mileage
Looking for away to track techs mileage associated to customers or requesters tried using the Technician - Additional Fields numeric but can find away for the techs to fill in like in the Requester - Additional Fields which adds it to the requesters sheet. Does anyone have a thought about this.
Inconsistent use of stylesheets and hardcoded colours
Hi, We have been working on changing the layout some on SD+ to fit better with our companies graphical profile, since this is a hard centrally controlled policy. This have proved to be a rather easy task, since most of the output is controlled by stylesheets and some images in SD+. However, in particular one place we have run into some problems. If a user logs into SD+, the background for the left column is set with the stylesheet called .leftNavBG for most tabs. But this is not the case for the
Font size is too small
SDP's font size is too small for Chinese Version. In Chinse version,When font size less than 12.It will be illegible,not clear. Customer complain this problem.
BUG: Last technician name held when adding new technician
I was reassigning technicians around, dropping a few, and adding a few. I found when I went to add a new technician, that it filled in a lot of fields with information from the last technician I was working with. I can get out of the technician category altogether, and come back in, and then add a new technician, and nothing gets filled in. However, I don't have a user selection icon (or auto-search capability) like you've added to the Requester field for technicians to fill out. Can that be added?
Time-out feature for license use? Dedicated licenses?
We purchased a 10 license set. We have a need for certain people to always get a license if they try to log in. The current problem is that people can "hold on" to licenses when they log into the ticketing system and not specifically log out. Can there be a time out feature, as well as a priority system? Justin
Setup mail settings for exchange
How do I setup the mail settings for an exchange server?
Dynamic templates for ticket submissions?
I put this in as a reply to someone else's ticket - sorry about that. I'm initiating this as a new request. Reply with quote We have a need for having certain questions asked when getting requests in for various types of tickets. Ideally, I'd like to see that when you select the category for the ticket, the problem description area is populated with a template containing various questions that should be answered for that ticket. Not wanting a form, but having the questions there to be answered by
Just installed...HTTP Status 500
I just installed the eval and while I can run reports and I get correct looking data whenever I click on an interface in the dashboard I get the following error: 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 org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825) org.apache.jasper.runtime.PageContextImpl.handlePageException(PageContextImpl.java:758)
application manager process cpu info
I am currently using snmp monitors for windows 2000 and 2003 servers in appman. When i add a process monitor it displays fields for mem and cpu, instances ext. 2 things . . . . . . 1. cpu values are not populating and have been running for several days? 2. is just a question, are the cpu and mem values a total of all instances of the process. basically we run 10 java.exe process on one server, are the cpu and mem values a tally of what all 10 are using?
consolidate mysql server(s)
is it possible to have 1 master mysql server for all the different componets of adventnet products? Opmanager, SD+, Scan, Oputils, Zoho VO, and ScanFI? thank you
Assets
We are a large school and use the P.O system that is available on the AdventNet service desk. I have noticed that when i add a product to a P.O that product is automatically entered in the All Assets database, As we order similar items each week (Printer Toner Cartridges) they are added to the All assets again, so several of the same items are listed with (P.O#1/2) next to the product name. I currently have a Excel List of every Cartridge we have in store, When we run low on a certain type i order
Closed requests get reopened when the user replies
Is anyone else experiencing this issue? We have the notification rule turned on to send an email when the request has been closed. The problem with this is that the user replies to the email just to say thanks and the request is reopened. So you close the request again and the user gets another email saying the request has been closed again. This is redundant as the user has already received an email saying the request has been closed and they become confused. Has anyone else dealt with this and
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