Multiple Departments using SDP
We currently use SDP for our computer help desk, but our maintenance department is curious to find out how SDP could work for their service requests. Because both departments have their own set of categories and "technicians," I was thinking that we would need two separate installations. Is that correct? Would that be the best method? Can two instances run on one server, perhaps through different ports? Or would we need to have the two installations on separate servers? Any advice/recommendations
Stop new request creation if email subject line contains RE:
Is there a way to prevent requests from being created from an email if the subject line contains "RE:"? Our problem is such that, if someone emails the ServiceDesk incoming account and cc's another person in that email and then the cc'd person replies to all, a new request is created from that reply. Any workaround would be much appreciated. Thanks.
Configuring Technician's rights
Hi !! I'm a new user of the ServiceDesk Five, which I need to study and implement. I'm having few issues. Once the Administrator assign a "REQUEST" to a technician, he should not be able to re-assign to a different Technician. By default he is able to do this & I wanted to prevent. How can i do that ? Another issue is with the mail Server Settings. Even though I specified a Senders Name Which is different than the E-mail User Name in the Mail Server, on the clients it appears as the Mail box User
PSeries AIX server MIBS not graphing at all
Has anyone successfully setup a PSeries running AIX to graph memory, CPU & Disk space? I have setup SNMP & connect to the box and interrogate but I get no infoOpmanager connects & says that the server is a RISC 6000 & the OID is correct. The authentication is correct & I get the OS version correctly but that is about all I get.
Why it shows the IP instead the name?
On the Reports-- Devices availabilty Some of them shows the Displayname, while some shows the IP.. How to set it such that it shows the Display name instead the IPs
Any way to export the device availabilty page to HDD or..
send to an email like the notification in weekly basis???
Need more Database Filter Options
Need ability in EventLog Analyzer to have more flexibility in defining database filters. Instead of just being able to filter on Application Warnings. I would like to be able to filter on specific event types that generat a lot of usless entries such as "Norton AntiVirus Application Scan could not open file: ...:, as an example.
no OUT traffic in IP GROUPS
Hi All, I hope someone can help me. I am new to Network Analyzer 4...and like what i see so far. Im having a small issue. I am not seeing OUT traffic for any of my IP groups. I can see IN/OUT traffic for an entire "iFindex",but, when i select an IP group it only shows me IN traffic. This was working fine yesterday. Not sure what's going on. If someone has any insight that would be helpful...i'd appreciate it. I am mangaging a cisco 2811 router. thanks.
AD Authentication enabled for domain without AD
We are currently using SD+ 5.0. I was actually testing the Import Active Directory when I encountered a problem. Here are the steps that I did: 1. Admin > Active Directory > AD Authentication Disabled > trying to import AD however message reads like "Cannot bind with the domain" maybe because I was using the wrong Domain Name. 2. I was not able to Import AD yet I tried to Enable AD Authentication. I clicked on Enable until there was no response from the program. Meaning, it hanged up. So, I decided
cisco vpn client
Does the new version support in "Cisco vpn client" ? I don't get any report about the VPN clients. * I have pix506e, and the client working white "Cisco vpn client".
Linux installation, $DISPLAY and Vmware
Hello! I've problem installing OpManager in a guestVM (running SUSE Enterprise Server). When i try to install OpManager I get "The installer was unable to run in graphical mode. Try running the installer with the -console or -silent flag." I've exported DISPLAY=localhost:0.0 If I install in text mode and try to run ./StartOpManagerServer.sh i get this error message: se-sgq-mgm01:/opt/AdventNet/ME/OpManager/bin # ./StartOpManagerServer.sh Exception in thread "main" java.lang.InternalError: Can't connect
better front end, and AD integration
Besides SD+, I'm also evaluating a few other helpdesk management systems. Some of the other systems have a much better front end portal for the users. Specifically, I want to be able to allow users to browse the knowledge base, view announcements, and create new tickets without having to log in. Some portals even let users download files/patches, etc via the front end as well. My users will rarely (if ever) have the need to check the progress of their requests (since I can have email sent to them
Report on "top ten" requesters/issues
Hi, It'd be great to see a few more useful standard reports in SDPlus 5, such as a list of the top ten requesters (based on number of jobs logged in the specified time period), top ten request categories, top ten request modes, etc etc. They make for a good management overview, and would be much appreciated.
Lenguage
How traslate to spanish all the software. I am to Guatemala, City. Thank's.
Help Desk Available on WWW Web
How do you make this help desk available to the outside of your network. I cant see how to maybe change the IP address of my web server by putting an extra IP so it defaults to port 80 so it will be up on a external IP or FQDN. This product would be awesome if I can use on the web.. I am just eval till I can make sure if its available for the web... otherwise I cant use....
Recurring Tasks
Hi, I need to know if it is possible to set recurring tasks in Servicedesk 5 to cover the daily / weekly / monthly tasks I must perform. Is this possible? Thanks
AD Domain admin authentication
How can we get SD 5.0 to recognize the domain admin priveleges when AD authentication is turned on and let the domain admin be recognized as an administrator within the program. When I log in as domain admin, I get the user view. I know that it will see the admin priveleges when the account is the same as the technician setup in SD 5.0, but, I don't understand why the program will not 'see' the priveleges from the domain. Please reply to cherclay@nova.edu
Changing the login name for administrator
How can I change the administrator login name?
Integration from Nagios to ServiceDesk Plus
Hi y'all, Our support department has decided to use ServiceDesk Plus for handling support related problems. In Operations, we'd like to have our Nagios setup automagically post a problem to the ServiceDisk, so they (and eventually we) know that ie. Tux1 is not answering our pings. First of all, is this possible at all? Second, if this is possible, what format should I use for my notification mail from Nagios? I've been looking around for this, but has been unable to find any documentation on the
v5. Software details and types
Is it possible to make a setup for software types and make a section for software in admin interface with user fields options? for example, if I want to classify software by application type (graphics, office, database, erp, ...)
NFA seems not to listen on port 9996
Hi I testing NFA since yesterday and have trouble with it. tcpdumb reports that my server gets udp datagramms form my router on port 9996 witch is the configured und the shown on the website. But still NFA reports "no router exports flows" plz help
Question about licensing and interface monitoring
NFA licensing is based on the number of managed interfaces, and the free product allows me to monitor two interfaces. However, there's something I'm not sure about. Let's say I have a router with two interfaces and I just want to manage one of them. If I only turn on NetFlow on that interface, I'll only see ingress traffic. In order to see egress traffic, I'd have to turn on NetFlow on the other interface, but that would use up the two-interface license if I manage both interfaces. If I turn on NetFlow
Disk space of Exchange stores is N/A, also no data listed
1.) I have attached a screenshot of my Exchange dashboard. I see alot of "green" zeros but no data there. When I click on them and select the 7 day or 30 day view I have no data collected. The monitors all seem to test ok. 2.) I am also wondering why I cannot see the disk space of the email and public stores. Shouldn't I see numbers in place of all the green zeros??
conf files for SNMP management agent for a Sun Fire V240
Hello everybody, I am trying since few good long days to set up the SNMP agent configuration in order to have system information about disks, memory, CPU using an SNMP (SEA) trap receiver. Can somebody send me a working configuration (the files set-up) of Sun SNMP management agent for a Sun Fire V240 machine? I installed the bundle �SUNWmasf.<ver>.tar.Z�, I followed the doc �Sun SNMP Management Agent 817-2559-13� but there is no result for the moment. Thanks anyone who can bring me some light. aurekius
Monitor VOIP Traffics
Can anyone point me in the right direction on how to monitor the amount of VOIP traffics in a router? I have IP GRoup defined to capture the following ports but I think I'm still missing something; Port: 5060 Protocol: UDP Port: 1719-1721 Protocol: UDP / TCP Please help. Zinko
Regarding OIDs
Hi all, i am new to this SNMP field I went through it and I am need of OIDs for x86 Family 15 Model 2 Stepping 9 AT/AT COMPATIBLE - Software: Windows 2000 Version 5.0 (Build 2195 Uniprocessor Free),for windows machinw can any one please send me the available OIDs to get memory,CPU,Disk Utilization. Thanks Nagaraju M B
manually add New contract into maintenancecontract table
Hi all I've been trying to add contracts manually by playing around with the maintenancecontract table. This work perfectly and contracts added would be reflected in the actual system too. But however whenever i try to "add new contract" via servicedesk after the manual add, it will always report an error saying "contract already exists" when the contract don't exists at all! anyway to solve this problem?
Notes in request
When adding a note in request. The note is fine. But when you look at the note, there is a ikon at the left. When the mouse i over the ikon it says "To" But what there should been was an "Delete" cause it is what there happened when you select it. Mabe i a new release, Advantnet should ad bottom's for "delete" and "edit" Regards Finn
Users replying to a "Reply" creates new helpdesk c
Hi, I've just installed Service Desk 5 and we've gone live, but if a user replies to a "Reply" from the Helpdesk, a new case is opened. I thought this was fixed? Our version is Version : 5.0.0 Build Number : 5000 Can anyone help? Thanks.
no, thanks
got the solution then. :D
snmp agent
Hi, I already configure the snmp service in W2003 and I configured the snmp agent too, but my device don't show the blue star at right top, like other devices that have the agent running, Could you help me giving me the steps to make the agent run? Thank's
Additional Fields - Making them a join to another table
Is there a way to Join an additional field to an existing table for use in field validation? For instance if Office was added to an Asset, could Office be Joined for use in input/select for validation purposes?
Feature request for syslog alerting
Since email alert is added in NetFlow Analyzer v5, could you also add syslog alert with capability for customizing, such as add text prefix/suffix to the body, and include/refer the managed object variable, such as device name/ip? so that the existing alarm automation can cut ticket on the threshold event. thanks. -Peng
CPU Utilization Monitor.
It would be nice if there was a way to make alerts not be recorded unless CPU usage stays pinned at the threshold for a certain period of time, say 5 mins. Otherwise you constantly receive alerts every time the CPU usage spikes even for a minute. David.
Bug ? Queues and Rules
I have created a rule that when a new request is made it is added to a specific queue. This works fine. The queue has been configured with a number of technicians. When a new item is added to the queue I have selected to notify the technicians and have selected them. I am guessing that this notification is by eMail. The technicians do not receve any notification. Am I missing something or is this a bug. Damian
Connection to telnet services failed using Network Scanning
When running a network scan the following error occurs. Connection to Telnet Service failed. I have also tried running a scan through the inventory Workstation scan and get the following error . Incorrect username or password. The machines are running Windows XP SP2. Windows Firewall is turned off. The Telnet Services is running. The WMI Service is running. The DCOM Services is running. I have tried two different users name and the relevant passwords, both are in the local administrator group but
javascript error in SD+ 5
if you use a single quote (ie ') in most areas, including the time tracking, there is a major javascript error. this needs to be fixed. thanks.
A Few (Hopefully Simple) Questions - ELA
I've been using the demo version of ELA for a few weeks now. I'm impressed with the product I will say. I am having some trouble though taming the powerful beast Here are my questions: 1) Is there a way to filter out only specific event IDs along with a keyword? For example, I'd like to filter out all kerberos events on our DCs. (ID=672, 673, 676, etc.) 2) Is there a way to create or edit reports under the "Ask Me" section? For example, add "events in the last hour" to "time-based events. 3) What
New Users that send email to the system
When a new user sends a request and they are not in the Requester list they automatically get added with their login as their email address. This is great except the password associated never gets sent to them. Can this be setup somehow?
Username and password
when doing network scan coming up saying username and password incorrect or Telnet not responding. We are running win XP SP2 and we have enabled all as instructed Telnet services , Dcom , WMI and RPC. Windows firewall is disabled and we have followed your troubleshooting guide. This is only happening to a select group of PC,s. would you please contact Darren Edgson. 00441372821697 or by email d.edgson@venson.com many thanks.
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