Restrict opening a request via email to requesters
Can you restrict opening a request via email to only requesters already populated? If someone that is not a requester emails it will add them. I want to block that and I add the verified requesters. Thanks, Phil
Notify Requester on Update & Other features
Noticed that SDP doesn't email an update notification on addition of notes to the ticket. If this is a feature that needs to be added, make sure you notify only on public notes and not on private notes. Also, would be nice to granularly notify for different types of updates. For instance, notify on update sends an email anytime the ticket is assigned to a user but we wouldn't want to notify in that case and probably not when a resolution is added either since they'll very shortly be getting a close
HTTPS login
I can't see that SSL access is available now. Am I wrong?
5005 release date?
Hi, Just wanted to know when the next hotfix for SD+ will be released I know 5004 was just recently released but i was told that 5005 will be released 1 to 2 weeks after 5004. Thank you.
Mysql
i tried the mysql.exe command but it's not working.
Remove tabs
Hi, Is there a way to remove some of the tabs in the heading (where the company logo is in) ? Thanx, Woef.
Request customization
All, Can I remove unwanted fields from "a new request" ? And how to add an additional "user" or "workstation" field which both get their input from the database or active directory ? Greetings, woef.
Bug: Can't see <50 requests after del. mass requests >
We had a huge wad of tickets come in as an email alert when a network went down. I had the viewer open for 50 tickets at a time, and I started deleting 50 at a time. At the time I started doing this, I had gone past the first 50 tickets, so I'm looking at 51-100, with 400+ in the queue. I started deleting them, 50 at a time, and when I cleared the last of them (and I was still at 51, all tickets were gone, but I could not use any of the navigation bars |<< < > >>| as they were all greyed out. I had
OpManager support transient devices?
I want to monitor transient wireless devices on my network and be notified when they appear. Opmanager will not let you add a device unless it can find the device which makes this impossible. Is there a way to do this with OpManager or do you have other software that can do this? Thanks, Mike
bug in build 5006
After installing build 5006 whenever you "forward" an existing request, the existing request you were viewing disappears in the background and you get redirected to a "new request" page.
Functionality Questions
Good Evening, I am sourcing a ticketing/asset management/billing/contract management solution for my small IT Consulting company. As such I need the software we purchase to meet many needs at once. I think this product provides for the catagories I listed but I have a few questions: 1) can I organize assets by client company and import the details from the current excel spreadsheets that contain all the system info for each client. 2) when creating a ticket for a support request is the product intelegent
Task manager shows Java.exe running at 100% CPU Utilization
At certain times, we see task manager showing java.exe using 100% CPU utilization. Of course, this is the reason the server starts slowing down and technicians have trouble setting up/viewing tickets. Is there something that can be done about this? Thank you.
Domain scan
We're testing ServiceDesk with 2 domeins through a ISA firewall. Layout : SD | ISA Firewall | | Domain 1 Domain 2 If we place the ServiceDesk server in domain1 we can scan that domain, but not domain2 and viceversa. We already reconfigured the DCOM and the firewalls of the clients are disabled. We can see the listing of the active directory but cannot scan the workstations. Does anyone know a solution for this problem?
Very important feature Request
Hi there, i would like to request some features which are very important for us: If you use the "Forward-Function" in a Request to send something i.e. to a Person which is not involved into the Ticket or to request a approval from a Director this will be not logged in the Conversation History. Also it would helps a lot if you make the User-List avaiable in the Forward-Window to select one or more Users. Are there any Plans to integrate a Holiday-Calendar for each Technican including a substitute-function?
Assigning of Call
Hello - Whenever a call is raised and passed directly to a technician during the inital logging process, the Queue is left blank. Is there anyway to make sure the queue is changed to the Queue the technician is a member of? I ask because if a call is placed in a queue and that person is away on hols for a week, then the rest of the team members will not know it is there. Thanks Pete
Cisco 2620
I have a Cisco 2620 router and the CPU and Memory Utilization are not showing up, is there a way I can fix that?
Dashboard problems?
I have upgraded Opmanager from 5.6 to 6 and now OpMan is 6003. After upgrade, I start discovery some devices in my network and found that Dash board cannot display "Routers with high CPU Utilization" table, only some table show 1. "Recent Alarms" 2. "Router Interfaces with high Rx Traffic - Last 24 hour(s)" 3."Router Interfaces with high Tx Traffic - Last 24 hour(s)", 4. "Routers with high Memory Utilization - Last 24 hour(s)", 5. "Servers with high CPU Utilization - Last 24 hour(s)", 6. "Servers
What is the purpose of this menu? And a Bug
When going to HOME, and the tab is set to "Global View", not "My View", I see in the column titled Open, with the number of tickets I have assigned to me. When I select that ticket (there's only one during my testing so far), I get brought to a screen that shows a filter set to "Open Requests", and showing 0 of 0, even though I had 1 open ticket on the previous screen. Furthermore, I see a number of empty boxes under the various column titles, with what appears to be a bug with some of the boxes
While following different bug, more of my tickets don't show
I was in the process of demonstrating a different bug, and found that two tickets I just submitted don't show up in the expected places. I've included screen shots below. Another tech here thinks it might be due to my submitting it as a requester and looking at this as a requester, but the software is looking at it as a technician. So there might be TWO interpretations on "My Open Tickets" I don't show up in the list of requesters when I search for it. (Maybe a separate bug altogether as well?) In
requester role?
i'm trying the program now, looks great! Is it possible to create viewing requesters only? you can add a role to technicians but why not to requesters?
Business views
Hi, how can I hide some of the business views from being displayed on the main page? I want to be able to create business views to use them as shortcuts from within other business view but not display them on the main page. Thank you, Ramzi
Can graphics be embedded in notification emails?
I'd like to be able to put a graphic into the notification emails that go out (ie, a ticket is closed, or is being escalated, etc.) How can we embed the graphics? Can we put some kind of html code that references some directory where we keep graphics? What is the directory path for it? But maybe a more "user friendly" method would be nice? Thanks, Justin
Event Logs not setting Alarms Off
Hello, I have Opmanager configured and working, but I cannot get a server to set off alarms even though I have configured the options. I have checked the "Any Security failure" option and when I test this, my event log registers but no alert from Opmanager.
The same boards
Hi, please tell me is that board unique? Please send me the urls of the same boards if it\'s not difficult for you.
Device Type . APC / Temlate
Hello, My Masterswitch 7922 are recognized like UPS, And I can't modify the type. Is there any solution ? And how can we make a new template to customize a device Dashboard like UPS but with only Amp conso etcetc ? Regards, Neil
resizing boxes
Is it possible to re-size the categories and add time entry screens? cheers Pete
Expired Contracts in SD
When a contract is renewed it still shows as expired on the system. Yes this is true it has expired but should'nt the fact that it has been renewed negate the expiry messages. How can I show the contracts as renewed, or not show as expired. If I remove the original contract the renewed contract is also removed. Damian
Reports
Hi I`m wondering when will be fixed issue with summary reports? There is also an issue in custom reports, i can`t set more then one criteria in matrix report because when i do that it display dashes or 0. Regards Bart
How to fix your product bug? - I missed a picture
I missed a picture for bs2.jpg. Sunny
How to fix your product bug?
Dear Sir/Madam, We are evaluating your product - opmanager v6.0. For business view, we found that it can not support chinese very well. Please refer to the below picture. we set up business view for test1 and chinese test(picture bs11.jpg and bs12.jpg) via your java client(StartOpmanagerClient.bat). But the chinese business view can show in Browser/Server(Please refer to bs1.jpg and bs2.jpg). I think that it is your product bug. Please tell me how fix it. Sunny
Business Rules not working in SD+ Build 5004
We can't get any busines rules to work at all. We have setup one very simple test Business Rule that goes like this. Move all new requests with level = "1" to a queue called "new requests" In the request form organiser i made the default level=1 so all new request that come in have the matching level and our test rule but no requests are being placed in the new requests queue.. please help asap. regards - glen schaefer PS: this forum won't let me login and i can't create a new account.
Business Rules Not working in build 5004
We can't get any business rules to work via email or web form requests We have setup a very simple test rule that goes like this: move all requests with level = 1 to the queue called "new requests" we made the default level = 1 using the requrest form organiser. however no requests get moved to the queue "new requests" we need to get the business rules working asap. regards - glen schaefer
Announcements board
Hi Is it possible to add new functionality to "notification rules" that permits sending notifications to technicians about new announcement on board ?
Mail with special characters
Hi! Support mails with International Characters such as "� � �" is shown as "�" when it is imported to SupportCenter. This worked fine in ServiceDesk, but we used to run it on Windows, but currently we use Linux (CentOS). Best regards, Andreas Lydersen Metro Remote as Norway
Going nuts with traffic monitors
Hello Everyone, We're just pulling our hair out with this. For now (because we can't get it working at the switch level) we're monitoring network at the server level. We run all Linux boxes. On one particular server we set a monitor to go off if the TX traffic exceeded 650 kbps (put 650 in for the value). We set the rearm at 575 kbps (put 575 in for the value). We started a process that produced a large volume of TX traffic. Sure enough the alarm went off (all good). Then we shut down our testing
Language support
Hi, Do you support other languages (french and dutch), if yes, you get a new customer :-)
Security Audit of SC+
Hi there, is there any security audit report available of supportcenter+? Because most of the data which ist entered seems to me sensitive enough to ask for security approval. It was mentioned somewhere that the apache-firewall-mod would be installed someday. How about security status today? Any audits? thanks for your answer Lionheart
Not generating alerts
I have configured an alert to notify me when a user is locked out of the domain, but I cannot get it to trigger. Since it is not a predefined alert, I am entering the partial text of the message (since the entire message contains the userid and machine name). The message appears in the ELA for the server as 'Other', but does the 'log message contains' field need to match the full text? Thanks, Gene
MSP Trial
What Happenes after the 30 day MSP Trial ?
Domain authentication not working for other subnets.
Hi, I was unable to get domain authentication working for any host that does not reside in the same subnet with EventLog Analyzer server. It fails 'Verify Login' test with 'The RPC server is unavailable' error message. If does however report 'Access is denied ' if I attempt to enter incorrect password for the account in question. The domain account I am using is a member of Domain Admins group and has Administrator privileges for all hosts. However, I can authenticate and connect fine if I use local
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