ServiceDesk Plus 7.6 – Atualização

ServiceDesk Plus 7.6 – Atualização

Essa atualização do SDP esta sendo uma das mais esperadas (pelo menos por mim). Muita coisa nova e muitas correções também.

O principal é a parte de permissão, agora você consegue granular o que o técnico consegue editar na solicitação. Muitos cliente estavam querendo esse tipo de configuração. Tendo assim um nível controle maior sobre os itens das solicitações e de segurança.

Arquivamento de dados (Data Archiving) – essa funcionalidade vai ajudar a aumentar o desempenho do SDP. A pergunta é: “Como ele vai fazer isso?” – Simples, arquivando as solicitações antigas. Você define o tempo que as informações ficaram retidas na base de dados e o arquivamento vai ser automático conforme o tempo definido. Com isso você alivia o bando de dados e o acesso as informações ficam mais rápido. Com alguns cliques você consegue acessar as informações arquivadas, é possível também criar filtros de exceção.  

Compatibilidade com celulares. È possível acessar o SDP através do celular com características especificas.

Analisador de E-mail (E-mail Command) – com essa feature você consegue abrir a solicitação por e-mail e categorizá-la. Antigamente isso não era possível e tínhamos que criar complexas regras de negocio para fazer essa classificação.  

Temos agora templates para resposta de solicitações e base de conhecimento, esta show de bola. Entre muitas outras melhorias e correções.

ServiceDesk Plus 7.6 – ReadMe 

Fine Grained Authorization

Configure Roles such that a technician is allowed to perform specific tasks in requests and purchase modules. Some of the operations available in the initial cut are,

Data Archiving

With Data Archiving one can archive old requests based on certain criteria like created date, completed date and so on.

• Option to schedule data archiving.
• Provision to specify exceptions while archiving.
• Support to view archived data

Mobile Client

Mobile Client support for technicians who need to access SDP via iphone and other PDA’s. The client will have support for the following actions

• View ‘My Pending’, ‘All Pending’ and ‘All Requests’.
• Support for adding a resolution and closing the request.
• Support for adding WorkLog.
• Support for assigning requests to technicians.

Other Enhancements

• Request Module
  • First Response based SLA – Option to specify a first response time for a given SLA along with support for 1st level escalation.
  • Option to list “Request Pending My Approval” in the request list view
  • Customizable request Print View
  • Templates for replying a request
  • Templates for resolving a request

• Asset Module
  • Fetching software from Mac machine.
  • Support for scanning multi processor information in linux machine.
  • An asset can be connected to a number of services which can be captured in the Relationship section of an asset. This functionality, earlier available in Enterprise edition will now be available in professional edition also

• Remote Desktop
  • Earlier remote desktop connection will be established without client acknowledgment. Now client should acknowledge remote desktop access initiated by technician.
  • Option to enable / disable Remote Desktop Access functionality in the application.
  • Option to enable / disable Remote Desktop Access permission for technicians.

• Software Licensing
  • Support for Client Access License (CAL) and Volume based Software licensing.
  • Additional fields for Software license.

• Problem / Change Module
  • Marking of a problem as Known Error is made configurable.
  • Earlier, changes of type ‘Standard’ are automatically considered to be pre-approved. This has been further enhanced so that any change type can be marked as pre-approved.
  • Problem/Change raised on an asset is displayed in the “Request” tab of the Asset details page.

• IT service segment is made available in Professional Edition. Earlier this was available only in the Enterprise edition.

• Support for NTLM v2 based authentication for pass through authentication (single sign on). Users who have configured single sign on before 7.6 need to reconfigure SSO after migrating to 7.6.

• Option to select the Domain for a requester and technician.

• Any modifications in the Admin section, an entry would be added in the log viewer.

• Option to Thread Dump is available in the Support Tab.

• Email Command
  • Ability to parse incoming mails on enabling E-mail Command under Mail Server Settings configuration.
  • Ability to parse incoming mails to set various request fields (like category, level, mode, priority and so on)
  • Operations like pick up request, assign request, close request, edit request can be performed through email itself.

• Http form submission based API enhancements
  • Http form submission API support to add / update / delete Site, Requesters, Technicians.
  • Http form submission API support to add / update Assets.

• Tasks Enhancements
  • Ordering of tasks
  • Groups support in tasks
  • Specifying the dependant tasks for a given task

• Business Rule Enhancements
  • Option to send mail when a rule matches
  • Option to continue with the next business rule even after a successful match.
  • Option to apply the Business rule on editing the request also.
  • Option to mark a Business Rule as inactive.
  • Option to override the values with the ones in Business rules on successful match.

• Notification Rules Enhancements
  • Notifications will not be sent to technicians when the operation is performed by the technicians themselves. New request creation, request assign, request close, task assign, task close notifications will not be sent to the technician, if the operation is performed by the technician himself / herself.

Behavioral Changes

• Certain modifications has been made to enhance the performance of ServiceDesk Plus,
  • The time frame to auto refresh the request list view page is set from “Every 3 minutes”. If the time frame is set to Every 2 minutes then on upgrading to 7.6, the value is automatically set to 3 minutes.
  • In all list views, the maximum number of rows is set to 250. If the number exceeds the maximum value and on upgrading to 7.6, the value is automatically set to 250.
  • Navigation buttons in the details page of request, problem and change has been disabled by default. If required, this option can be enabled in the database.
  • Column-wise search for requests on the bases of request template has been disabled.

• While printing a request, the assets associated to the requester will not be displayed.
• On reopening a request, the time frame from ‘Closed’ to ‘Open’ state is added to the due by time of the request.
• While creating a new request, technicians associated to the selected site and technicians with permission to view “All” sites from Roles would have been listed earlier. Now, only technicians who are directly associated to the site will be listed.
• On entering a solution/workaround for a Problem, the status of Known Issue must be marked manually from the Actions tab.
• Ability to add and execute Business Rules and Service Level Agreement without selecting the criteria. These Business Rules and Service Level Agreement are executed when the none of the request values satisfy any criteria mentioned in other Business Rules and Service Level Agreement.
• Access to Remote Desktop Control is restricted to technicians with AERemote Control role.
• System Log under Support tab can be viewed only by the administrator and the site administrator.

Issues Fixed

1. SD-12654: Problem in viewing attachments in Outlook 2003, when an email is sent from ServiceDesk Plus through exchange 2007.
2. SD-13809: In Requester login, the requester additional fields such as multi line and pick list are shown as a single line text field under “My Details” tab.
3. SD-13903, SD-14795: Due by time is not updated/recalculated when a closed/resolved request (within the due by time) is replied back.
4. SD-13972: In Change Module, a technician with View and Edit change permission is unable to add work log since there is no Add button in work log.
5. SD-13984: If the server is running in IST and the selected time zone in Personalize window is MST, then on editing the request details page the date values (created, due by) are displayed in IST.
6. SD-14101, SD-14156: Saving a draft from conversation does not save it in the parent request. Instead the draft is saved in the child request. The drafts cannot be viewed unless the request is split.
7. SD-14137: If a Holiday’s description contains ‘&’ then in edit holiday page, ‘&’ is displayed along with ‘amp;’.
8. SD-14138: Forwarding a conversation does not follow “Forwarding a Request” email template under the Notification Rules.
9. SD-14154: In IE 6 and IE 7 browsers, while associating department to a requester from requester list view page, an “Invalid argument” alert occurs but the department is associated to the requester.
10. SD-14214: Unable to associate Incidents from Actions drop down list under Problems and Change details page.
11. SD-14266: Change module -> Print Preview, the size of the attachment is improperly displayed in change print view.
12. SD-14290: Unable to dissociate all the groups that are associated to the technician from the technician edit page.
13. SD-14314: Unable to edit and update requests when the priority field is removed from the template. This occurs only in Inline Edit.
14. SD-14365: List of all technicians is displayed while assigning tasks for a request in a site.
15. SD-14337, SD-14388, SD-14424: Issue with navigation link in the site list view page. The first 100 sites are displayed, and neither selecting ’show 200 per page’ option nor clicking the next button allows users to view the 2nd or 3rd page of sites. Also, selecting the view 25 or 50 sites fails to change the display.
16. SD-14397: Reset the requester view permission to “Show all their site request”. After an AD import the request view permission reverts back to “Show only their own request.”
17. SD-14423: Unable to select additional fields with quotes in Request Closing Rules.
18. SD-14648: Duplication of requesters occurs while associating assets to users on Importing Assets from CSV.
19. SD-14702: Duplication of assets on changing the Product Type of a Product.
20. SD-14781: Unable to import users from Active Directory again if the department is disabled.
21. SD-14817: If the change additional fields are set as mandatory under change closure rules, then on removing the additional fields, the change cannot be closed.
22. SD-14861: On clicking “View All Conversations” link in Request Details page, the navigation buttons disappears.
23. SD-14890: Bullets in description of Requests, Problem, Changes are not shown while viewing. This happens only in IE browser.
24. SD-15303: Changes with Status as ‘Rejected’ and Approval Status as ‘Submitted for Approval’ are displayed under Unapproved Changes in the Home page.
25. SD-15325: In Problem/Change module -> History tab -> Property View link, the “by” field is always blank.
26. SD-15406, SD-15387: Editing the date/time additional field of a request will show the Request History values in a long format.
27. SD-21039: Department field becomes empty when the department field is not mapped while importing requesters from CSV for second time.
28. SD-21067: Failure in updating the requester’ s password on performing CSV import for the second time.
29. SD-21019: Malfunction in Scheduled Backup; when the backup location is in another machine and full rights of the backup folder is given to the user logged into ServiceDdesk Plus server.
30. SD-21193: Line breaks in a WorkLog description is not shown in the request details.
31. SD-21205: In a request template, though the value for the group is selected; while creating a new request with that template, the technicians based on the group is not displayed. Instead all the technicians under the requesters site is displayed.
32. SD-21208: Unable to edit the technician details if “&” character is in phone number (or) Mobile number field.
33. SD-21356: Request search works for the first 500 character of the request description.
34. SD-15283, SD-21350: Some of the ‘$’ variables are not replaced properly in Notes addition notification.
35. SD-21414: Incorrect values displayed in the “Task” column of change list view page.
36. SD-21748: Technicians with only ‘View’ permission for the change module are able to delete CAB members selected for approval.
37. SD-22196: In SLA escalation for Non English language, if the $ticket owner is added in the escalation list along with other technicians, on saving the $ticket owner is not displayed in the list.
38. SD-22217: While editing a requester, unable to set the department as None. This happens if sites are not configured.
39. SD-22220: In IE 7; unable to perform Network Scan based on IP address range.
40. SD-22256: Asset pre populated while creating a Preventive Maintenance task is not displayed while editing the Preventive Maintenance task

OpManager Professional – Atualização 8022 e 8024

OpManager v8 – Hotfix VI – Build No. 8024

Oct 9, 2009

Feature Enhancements:

• The tools in the Device Snapshot page now includes SSH⁄ HTTPs options
• Export of Switch Port Mapper Reports as PDF or Excel files. Option to send the report via email also included.
• Ability to send SMS if the OpManager server loses network connectivity.

Issues Fixed:

• Intermittent device polling issue is fixed
• Options to rediscover is disabled for read only users
• Notification fixes includes the following
  • Notification not sent for Threshold violation for some MSSQL ⁄ Exchange ⁄ Domain Controllers monitors are resolved
  • Notification not sent if the Windows service name contains underscore is fixed
• Unable to view the MSSQL – database instance name, in Weekly⁄ Monthly reports is resolved
• Service Level Management Dashboards add on details will be shown in the About Page
• Option to drop all the events information added
• Threshold rearm for process monitors fixed
• Multiple Real–time widget graphs loading issue is fixed
• Issue in My–sql backup for Non–English version, is resolved
• Write Community not getting updated during device discovery issue is fixed.

Readme for Build 8022

OpManager v8 – Hotfix V – Build No. 8022

Feature Enhancements:

• Notification Profile:
  • In addition to ‘Custom Fields for Devices’ and ‘Alarm Variables’, ‘Device Properties’ such as Device Type, Device State, RAM, Disk, IPAddress etc. can now be added to all the notification profiles
  • Option to add ‘Custom Fields for Devices’ and ‘Device Properties’ as arguments for Run System /Run Program command
• Option to select the required Devices is provided in the MIB Browser
• Provision to set the ‘List View’ as default map view
• Option to view the current downtime details in the Outage History reports
• Interface Real time graphs will be shown by default for all the users, irrespective of license applied
• The Netflow dashboard can now be seen from the OpManager webclient if the Netflow plugin is installed

Issues Fixed:

• Issue of status not getting updated for some devices is fixed
• Fixed the problem in accessing of the Map page for a Read Only User with access to certain business view
• Issue in showing incorrect source in trap forwarding scenario is resolved.The actual source device of the trap will be shown instead of the forwarded device
• Error page in switch snap-shot page if Netflow Plugin is started along with OpManager is fixed
• Issue of health report not shown if all the devices are in the ‘up’ state is fixed
• Unable to configure 0 as threshold value for process monitors is fixed

Support Center Plus – Customer Support Software

Support Center Plus é uma solução abrangente no atendimento Held Desk, que pode ajudar qualquer empresa de classe mundial a fornecer suporte e serviço aos seus clientes a um preço acessível. È uma forma eficiente e eficaz de comunicação com seus clientes.

Com o Support Center Plus você reduz custos, simplifica processos, aumente a produtividade e com isso é possível dar total apoio aos clientes. Support Center Plus é uma solução acessível para a industria do Help Desk e pode ser implantado imediatamente, por que tem uma abordagem  integrada “Out of Box”. E também pode ser personalizada de acordo com as necessidades do seu negocio.

Com as novas Features do Suporte Center voce consegue criar varias unidades de negocios, cada uma com suas configurações personalizadas, e-mails, etc. Acesso remoto integrado a solução, é atraves do Zoho Meeting, eu testei e gostei bastante dessa ferramenta. Alem do novo visual que esta show de bola.

Temos duas versões do Suppor Center Plus

Standard Edition:

• Gerenciamento de Respostas de E-mails
• Gerenciamentos de Contas e Contatos
• Base de Conhecimento
• Gerenciamento de SLA
• Customer Service Reports
• Suporte a Multi Idiomas

Professional Editio (Tudo que tem na Standard mais):

• Self Service Portal
• Gerenciamento de Contratos
• Catalago de Serviço
• Active Directory
• Agendamento de Sincronização de CSV
• Pesquisa de Satisfação
• Unidades de Negocios
• Suporte a Multi Idiomas

Temos disponiveis dois ADD-ONs que pode serve para as duas edições:

1. CTI Integration
2. Acesso Remoto

Essa solução é ideal para prestação de serviços e gerenciamento de clientes, contatos, contratos, SLA, E-mails. Você disponibiliza para seu cliente um usuário e senha para que ele acesse o portal e crie suas solicitações e acompanhe em tempo real as atualizações. Todos os e-mails trocados com os clientes são automaticamente incluídos na solicitação, facilitando assim o controle e no caso do técnico que esta atendendo não estiver na empresa qualquer outro técnico pode dar atendimento por que vai ter todo o histórico de e-mails, anotações, tarefas, procedimentos enviados, etc

Através da base de conhecimento você disponibiliza para seu cliente os problemas mais comuns e suas soluções evitando assim aberturas de solicitações que tenha uma solução. Cadastro de plano de suportes, cada um com sua SLA personalizada.

ServiceDesk Plus – ITIL Ready

ServiceDesk Plus é um software de Help-Desk web-based (100% web) que ajuda a gerenciar todas as suas comunicações a partir de um ponto central. Oferece uma gestão integrada de solicitações (Incidentes), gestão de ativos, Gestão de Mudanças, Gestão de Problemas, Contratos, Modulo de Compras e Base de Conhecimento. ServiceDesk é baseada nas boas praticas do ITIL.

O ServiceDesk Plus tem tres tipos de licenças.

Licença STANDARD que todas as funcionalidades: HelpDesk, Portal online, Base de Conhecimento, Gerenciamento de SLA, Relatorios.
Licença PROFESSIONAL: Gerencimento de Ativos, Gerenciamento de licenças, Compras, Contratos, Catalogo de Produtos, Integração com OpManager.
Licença ENTERPRISE: Baseado nas boas praticas do ITIL, Gerenciamento de Problemas, Gerenciamento de Mudanças e CMDB

Segue abaixo algumas funções da solução:

• Ambiente totalmente em WEB. Não há necessidade de instalar cliente nos usuários e clientes
• Abertura de chamado automático (E-mail)
• Atualização com os posicionamentos dos chamados automático
• Histórico dos chamados e de qualquer alteração nos mesmos
• SLA de atendimento – com escalonamento após vencer a primeira ou segunda hora
• Base de conhecimento integrado com a solução
• Controle de tempo de execução ou elaboração de procedimentos
• Atribuição automática dos chamados
• Gerenciamento de Problemas (Impacto, Causa Raiz, Analise, etc.)
• Gerenciamento de Mudanças (Planejamento, aprovação, implementação, etc.)
• Controle do Parque de maquinas – CMDB
•           o Informações de Hardware
•           o Informações de Softwares
•           o Auditoria de Hardware e software, qualquer alteração é auditada
•           o Controle remoto
•           o Gerenciamento de licenças
• Processo de compra para controle interno da equipe de TI
• Gerencia dos contratos
• Relatórios prontos e totalmente customizável – Flash Relatorios
• Backup Automático
• Portal online para abertura de solicitações pelo cliente
• Pesquisa de satisfação
• Regras de notificação
• Suporte para Multi-Sites
• Integração com IPI
• Pesquisa de satisfação (nível de atendimento)
• Backup Automático

Essa é uma das Soluções mais vendidas. E uma das ferramentas que eu mais gosto, é super simples a instalação, administração, realização de backup e restore etc. Integrado com AD (Active Directory) ele consegue puxar as informações automaticamente. E no ROAD MAP tem varias novidades, vai ter um catalogo de serviço completo, vai ser possivel acessar o SDP atraves do celular e muitas melhorias.

OpManager – Gerenciamento de Devices

OpManager: é um software para monitoramento de rede web-based que utiliza fundamentalmente o SNMP entre outros protocolos para gerência de rede.Suporte a MIBs (Management Information Base) para coleta de informações específicas de determinados devices. Criação de relatórios de disponibilidade e performance de dispositivos em rede. Disparo de alertas, notificações e ações baseadas em thresholds.

OpManager tem duas versões, a Professional e a Enterprise Edition.

A versão Professional é para ambientes interno ou quando as redes se conhecem.

A versão Enterprise Edition tem o conceito de Server Central e Probe. Onde o server Central fica na Matriz com as informações centralizadas, e as probes nas filiais. Abaixo tem uma imagem para melhor entendimento dessa versão:

Existem algumas edições do OpManager: A Server Administrator e a Network Administrator.

• Server Administrator: è a forma mais rapida e facil de gerenciar a infraestrutura de servidores.
• Server Administrator Premium: tem todas as caracteristicas da edição Server Administrator mas com alguns ADD-ONs. Gerenciamento do SQL, Exchange, Active Directory, VMware e SMS Toolkit.
• Network Administrator: monitoração da utilização de banda, desempenho do link WAN, qualidade VoIP
• Network Administrator Premium: tem todas as caracteristicas do Network Administrator mas com alguns ADD-ONs. Monitoramento de VoIP QoS, NetFlow plugin 25 interfaces, NCM plugin 50 devices e SMS Toolkit.

Galeria de Imagens

Links: 

1. Demostração
2. Sugestão de novas funcionalidades
3. RoadMAP
4. Versões de Softwares e atualizações
5. Modems homologados pela AdventNet como gateways SMS no OpManager
6. Lista de Clientes
7. Forum
8. Documentação