Application Manager atualizado – Versão 9 Build 9002

Support Center atualizado – Versão 7.5 Build 7505

Ontem saiu uma release sobre o problema em quem utiliza MS-SQL em portugues. Na build 7504 não era possivel fazer o upgrade por que esta gerando erro mas agora não mais. A build 7505 corrigi esse problema, segue abaixo a Release Notes.

E para quem quizer baixar o upgrade dessa nova build, clique aqui.

Release Notes (Build No. 7505 )

ManageEngine SupportCenter Plus 7.5 (Build No. 7505 ) release includes the following:

Issues fixed

• Collation issue related to non-english mssql database identified & warned. The issue will be fixed through a backup & restore and then upgrade procedure.
• Deleting a sub account in turn deletes parent account

Support Center atualizado – Versão 7.5 Build 7504

Após ter mudado de versão da 7 para a versão 7.5 build 7503 foi detectado vários problemas na atualização. Mas por falta de tempo coloquei essa atualização e agora que consegui separar um tempo, esses problemas foram corrigidos no hotfix 7504. Eu não testei ainda, mas os indianos falaram que esse hotfix resolve os problemas da atualização.

Foi fazer um post falando sobre o Support Center e suas NOVAS funcionalidades, que estão show de bola. E no ROADMAP tem coisa ainda pra sair….

Sobre essa atualização segue abaixo o Release Notes tanto da atualização 7016 para a 7504.

Release Notes (Build No. 7504 )

ManageEngine SupportCenter Plus 7.5 (Build No. 7504 ) release includes the following :

Issues fixed

• Issue with the list view pages in languages other than English – Fixed
• Issue with some contacts not able to login – Fixed
• Search in non-english language not working – Fixed
• Some links in the non-english languages not working – Fixed

ManageEngine SupportCenter Plus 7.5 ReadMe

Welcome to ManageEngine SupportCenter Plus 7.5 ReadMe document. SupportCenter Plus is an easy-to-use, web-based customer support software that improves productivity and efficiency of your Support Team, thus lowering IT costs and administrative expenses.

This ReadMe is divided into the following sections:

1. Release Notes (Build No. 7503)

2. Contact Information

1.0 Release Notes (Build No. 7503 )

ManageEngine SupportCenter Plus 7.5 (Build No. 7503 ) release includes the following :

Features

Business Units

• Ability to manage the customer support queries of multiple Business Units of an organization using the same installation of SupportCenter
• Ability to define different configuration like Category, Priority, Level, Custom Fields, Operational Hours, Holidays etc for each Business Unit

Customer Portal Enhancements

• A completely configurable web portal
• A fully redesigned admin configuration for better usability

Customer Reports

• Ability to Support Reps to create reports for contacts
• Ability for Support Reps to share a single report to multiple accounts. When contact runs the report, the data that is returned is based on the account and also his own role (ordinary contact, primary contact etc)

User Registration

• Users to register themselves from the customer portal
• Automatic validation to check the user email
• Option to enable Administrator approval in the process

Computer Telephony Integration

• Asterisk Integration
• Ability to display the caller history & his requests to the Support Reps when a call lands on the line for Asterisk PBX

Request Module Enhancements

• Support for secured email fetching (POPS, IMAPS protocols with TLS enabled)
• Support for secured email sending (SMTPS with TLS enabled)
• Ability to configure multiple incoming email ids
• Enhanced option to search contact, account or contract information to create a request

Custom Views

• Custom views for all modules

Remote Assistance

• Ability to troubleshoot remote clients
• Share the desktop
• View remote desktop

New UI & usability enhancements

User Management

• A user will be uniquely identified by his email address in all parts of the application.

Enhancements

• Option to automatically detect mail loops & mail storms and proactively prevent them.
• Ability to auto-cc own support team when a reply is sent.
• Account Manager field added to Time Entry Reports
• Ability to create reports based on Solutions
• Ability to show/hide the “Solutions” tab for the contacts.
• Ability for user to set timezone & datetime format preferences
• Option to search Request IDs directly and go to the Request directly
• Contract expiry related summary information in the Home page.
• Ability to import Account Manager using the Account/Contact Import CSV option.
• Option to view the number of mails to be fetched in the Mail server settings.

Issues fixed

• Extra spacing in the editors fixed
• OutOfMemory when contact uses the reply option from the web portal
• Custom Views not working in the Russian version
• Option to delete CSV schedule.
• Email Fetching Issues
• Issue when editing the date in reports
• Email fetching thread stops after certain amount of time.
• To/Cc not displayed in the Request View Page when the contact
• Request Title was termed uniformly as “Subject” in all places
• Formatting Issue in displaying the contract services list in contracts
• Attachment icon in conversations missing.
• Custom Views filters based on text fields were case sensitive.
• Unwanted Javascripts that were loading is cleaned up.
• Formatting issue in Admin – Industry icon
• New custom filter screen loads the previous filter criteria
• Notifications, Business Rules & SLAs do not work when the contact logs a request without logging in (but provides his email)
• Formatting issues in displaying announcements fixed.
• In the Italian version, the issue wit the condition section of Business Rules.
• Issue of displaying the author of a solution to the contacts when viewing the solutions.
• Announcement set for a future date was being displayed to the contact.
• Wrong solution opened when clicking on the solution link.
• In Solutions, when two or more solutions have the inline images with the same name, the latest images overrides the others.

Changes

• In all list views, the maximum number of rows per page set to 100
• Custom Views are moved to the left of the page.
• The column list in the list views that are configured previously will not be retained & needs to be reconfigured.

Apresentação ServiceDesk Plus – Vila Mariana

O cliente é na vila mariana, pertinho da Inspirit. Pedimos o taxi as 09:00 e ainda chegamos La faltando 15. Ficamos esperando na recepção e tinha uma parada que sai água bem legal, tirei uma foto abaixo

E o tempo estava feio pakas, chuviscando e ameaçando cair o mundo. O transito estava super de boa.

A apresentação começou e duvidas também. No meio da apresentação o cliente começou a levantar uma necessidade que não era característica do ServiceDesk Plus e sim do Suporte Center. Que é a parte de gerenciamento de contas dos clientes e como não tinha o ambiente de teste pronto tivemos que usar o demo online.

O cliente tem uma necessidade especifica de integrar a solução ao SAP que já esta sendo desenvolvido pelo fabricante. Foi explicado todo o fluxo de atendimento, configuração de SLA, escalonamento, mudança de STATUS (parar o não o cronometro), personalização da solução, etc.

ServiceDesk Plus – Planejamento e reuniões

ServiceDesk Plus – Planejamento e reuniões

Hoje fui a um cliente na Funchal e ele já utiliza uma solução de servicedesk mas esta solução não atende completamente e esta com vários bugs e que para arrumar esses bugs demora, tem muita burocracia, etc.

Esse produto não é personalizado e quando há necessidade de alterar alguma coisa ou corrigir algum bug é super complicado e eles querem trocar de solução. Nesse caso eles optaram pela solução da ManageEngine que é o ServiceDesk Plus.

Hoje fomos conhecer a atual solução e suas dificuldades. Segunda feira vai ter outra reunião para discutir esses pontos e colocar os pontos fortes do ServiceDesk Plus, um dos principais é a personalização da solução que é super fácil e principal que é os relatórios, não adianta ter uma solução completa se não tiver como tirar as informações da mesma.

Verificando alguns pontos do cliente, a solução que melhor se encaixa é o ServiceDesk Plus MCP. Que foi cometando nesse blog, que ele junta o gerenciamento de conta do SupporCenter com as funcionalidades do ServiceDesk Plus mas o MCP ainda esta versão BETA e não contempla os modulos de Gerencimaneto de problemas e Mudanças.

Atualização ServiceDesk – Build 7507

Essa semana saiu mais uma atualização para ServiceDesk e essa atualização adiciona uma nova feature, dois novos protocolos, corrigindo varios bugs, etc. Um dos principais era a de importação de usuarios do AD para o SDP, que entrava em loop e nao terminava nunca a importação ou nem fazia a importação.

Link para download da atualização e versão do SDP com a atualização.

Segue abaixo todas mais informações sobre a atualização:

Enhancements in 7507

1. Task Template

A new feature which enables technicians to handle repeated tasks easily.

1. Multi Lingual Survey

A new feature which enables user to answer the survey in any of the languages supported by SDP.

1. Support for POPS IMAPS.
2. List view page of solutions module has been enhanced.
3. Site Inclusion in Request Template
   1. Providing an option to select the Site field in the Request Template. (In the existing version , site field is non-editable)
   2. Group field population will be based on the Site selection and Technician field population will be based on the Site and Group selection.
   3. When a requester/technician create a request using a request template, if the request template carries site name against the site field, it will avoid overwriting of the site field with the site name to which the requester belongs to.
   4. If a technician raise a request on behalf a requester using a request template and if site specified in the request template is different from his site, a message will be shown as &ldquoRequest added Successfully with RequestId:ReqId. But this request does not fall under your permitted scope. So you are not authorized to view this request&rdquo.
   5. A requester can also raise a request using a request template and Site specified in the request template which is different from his site.

Issues fixed in this Service Pack

1. SD-14885 – SDP crashes when scanning workstation.
2. SD-14805 &ndash Active Directory import is taking too long to populate the OU if more number of OUs are present.
3. SD-13788 &ndash Issue with AD Import for Windows 2008 server- upon selecting the domain, OU’s are enumerated correctly but not getting imported successfully
4. SD-15144 &ndash Error converting a string into a date time value error, and because of which CPU raised to 100% in non-english locale mssql has been fixed.
5. SD-14884 – NullPointer exception occurs while scanning machines in which oracle is installed.
6. SD-14694 – Domains that are listed based on login name in login page should be case insensitive.
7. SD-14843 – After migration to 7504,business rules stop processing because of the caching.
8. SD-14867 – When a site is having “Refer” for operational hour/ holidays,copy or custom for other related settings and upon associating technician to a group under that site will save fine for the first time and editing the technician and saving subsequently will throw error.
9. SD-14534 – Embedded images are broken when forwarding the closed request.
10. SD-14881 – Reply for request from the actions menu did not set the group sender name.
11. SD-14830 – Asset notification sent to wrong user.
12. SD-14862, SD-14857 – While trying to update an already closed request,it shows the message ” FAILURE :Request(s) closure failed”.
13. SD-14844 – Issue in displaying values in group field when creating new request in requester login when the requester belongs to a custom site &ndash FireFox Issue.
14. SD-14882 – Removed HTML tag content in the request description and resolution while adding new request through email / webform and generating report.
15. SD-14379 – Requester additional fields not displayed in the request details page.
16. SD-14787 – Request closing rules fails when request additional fields contains capital letters.
17. SD-14672 – In request template, unable to view more than 25 tasks, now we have added the next / previous button to navigate.
18. SD-14912 – Value of date additional fields is not getting displayed in Request Details page.
19. SD-14903 – Sorting order of the technicians is not maintained when assigning technician for a request from request details page.
20. SD-14788 – Unable to customize the logo in survey page.
21. SD-14740 – Link to the associated request is not working when viewing the details from the notification mail for the task.
22. SD-14959 – In IE, line feed caused double spacing hence SHIFT+ENTER was used to avoid the same.
23. SD-13833 – When editing Solutions, unable to add attachment with same name.
24. SD-14671 – In Problem List view, Incident Count Column is not shown for more than 10 problems.
25. SD-14893 – In Change list view, Problem Count Column is not shown for more for than 10 changes.
26. SD-14441 – When Survey is sent manually through the actions menu , the alias URL is using the IP address .
27. SD-14380 – Preventive Maintenance task editing did not populate the Group and Site information
28. SD-14941 – If the user modifies the default change type and migrate to 7.5 then the original default change types are getting populated again.
29. SD-14371 – Following time zones are included in Personalize option

o    Sri Jayawardenepura

o    Ekaterinburg

o    Harare, Pretoria

o    Cairo

o    West Central Africa

o    Mid-Atlantic

o    Brasilia

o    Buenos Aires, Georgetown

o    Greenland

o    Central America

o    International Date Line West

1. SD-14901 – Norwegian language characters are garbled in Request module.
2. SD-14873 – Exception thrown in recent items when request subject is PurchaseOrder.
3. SD-14705 – Unable to delete more than 500 assets from assets list view.
4. SD-14889 – Reduced the duration of taking backup time.
5. SD-14382,SD-14382 – Floating message box upon mouse over of the report list view did not close upon mouse-out.
6. LDAP Issues:

•  
  •  
    • SD-14846 – Department is not fetched from Novell eDirectory and OpenLDAP servers.
    • SD-14845 – When the same user is imported from AD as well as LDAP server, users will not be able to login.
    • SD-14827,SD-13971- User’s login name stored as firstname when importing form LDAP servers.
    • SD-14666 – Login issue when importing users from Novell eDirectory and OpenLDAP servers.
    • SD-14139 &ndash When LDAP Authentication is enabled, login screen is blank.
    • SD-14828 &ndash Telephone number not added/updated when users are imported from LDAP(AD,OpenLDAP,Novell).
    • SD-13971 – When importing users from LDAP the login name is added as requester name instead of the display name.

1. SD-14907 – Vendor name is showing wrong in Swedish language under asset details.
2. SD-14768 – Changing the Date filter value from “During” to “From To” option in default reports will have empty report when the report is sent through mail.
3. SD-14539 – Issue with reports , showing duplicate entry for workstations while filtering by software type.
4. SD-14911 – Previous/ Next operation over the generated reports throws error when requester/technician details are modified simultaneously.
5. SD-14913 – When multiple reports are scheduled at same time, concurrent access exception is thrown and hence report creation fails.
6. SD-14044 – In Reports, Survey Module, only Rating is present which is a non-numerical value due to which rating is not allowed in column summary.Hence adding a new field in reports, rating value which is a numerical value of rating.
7. SD-14917 – Included a new link &ldquoRoad Map&rdquo in support tab.
8. SD-14932 – Included a new link &ldquoKnown Issues&rdquo in support tab.

SD-14918 – Included latest and current build information in support tab similar to what we have in ‘About’ link.

Projeto OpManager EE – Curitiba-PR

O Projeto foi do OpManager Enterprise com mais de 2000 devices.

O ambiente é muito grande mesmo, com todos os tipos de links. Tem ate link de satelite para as fabricas pequenas e que ficam no meio do mato, links de radio, links de 128, 256 e ate link de 4 MB dedicados. Com os links de satelite  tivemos um pouco de dificuldade por causa do tempo de resposta que é um pouco alto.

Utilizamos as fotos das fabricas nas Business Views e saber exatamente onde os devices fisicamente estão na fabrica. Ficou muito show. Um detalhe foi que tivemos que dividir as Business Views em dois, tem fabricas que tem mais de 50 devices. E o limite é de 50 devices por Business Views.

Por fabrica temos uns 10 servidores, 15 impressoras, 10 switches, 10 UPSs, roteadores, etc. Um ambiente bastante grande e espalhado.Os setores são distantes uns dos outros.

Manage Engine – Tiago Bigode

Eu sou Tiago Toledo mais conhecido como Tiago Bigode. Estou começando esse blog com intuito de colocar minha experencia e vivencia com os produtos Manage Engine.

Algumas coisas vou pegar do Blog oficial da ME e traduzir para divulgar a informação e colocar minhas opiniões sobre os mesmo. Vou colocar citação sobre os textos traduzidos informando que foi retirado os Blog oficial. Caso tenha algum erro de tradução ou alguma coisa sem sentido, me avise para que possa ser corrigido

Estou começando um forum que vou colocar procedimentos, documentação, problemas, difculdades na implatação, etc. Quem tiver interrese pode acessar e ajudar a montar essa base se conhecimento.