Wrong scheduled report received
Another issue reported to me this since upgrading to 9.1 Build 9120!.... An admin in Europe has scheduled a daily report to be delivered to her, she received the report fine until this morning, although the report attached to the email had the right name, the detail was for our Asia Pac region. I will get screen shots of the scheduled reports sent to me (as I cant see anyone elses!) and add them to this article. Thanks Lynne
help needed for REST API
Dear all, I wonder if anyone could help with providing API query to CMDB which as an output gives the list of all "Windows Workstation" CIs and their Site, Assigned User, and Asset Status? I prefer the XML formatted output. /Mar
"You are not authorized to see the page"
After Installing Manageengin SDP unable to open admin tab.. its telling like "You are not authorized to see the page".. Even my friend had the same problem. please provide me the reason and solution.
Advanced Analytics
Installed an on-premises version of Advanced Analytics in ServiceDesk Plus. But when I try to access it through a web-browser it shows an SSL error.
Default Search
I use a default search (which is on the left side - Keyword based search). When I use a quick search it is not showing a relevant data. It only shows "Closed" requests. But when I try "Advanced Search" or "Column-wide Search" it shows correct results. I noticed this issue after upgrading from the 8.2 version (to the 9.1 Build 9121) Am I missing something?
OpenNms integration service desk
Good Morning, Is it possible integrate OpenNms with manageengine service desk ? Thanks,
Publicar ManageEngine Service Desk en la web
Estoy montando la plataforma de ManageEngine Service Desk en mi empresa pero requiero poner el ingreso para los usuarios desde la web fuera de la empresa. ¿Como puedo hacerlo?
Reorder User Survey satisfaction levels
Hi, I've been asked if there is any way to rearrange the satisfaction levels in the User Survey, so that the options are in descending order. So that would be Very Satisfied as the first option, descending to Very Dissatisfied. I know I can simply rearrange the satisfaction levels when defining the survey, but that will affect the scoring. So, is there a way to rearrange the satisfaction levels in descending order, but keep the scoring, so that higher satifaction levels still score higher in the
9204 upgrage failure
Attempted to upgrade from 9119 to 9204. Downloaded ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm. The upgrade failed, said it was uninstalling the upgrade components. I am now unable to start ServiceDesk Plus. Attempted the upgrade a second time, it failed immediately.
After updating service pack facing issue with technician assignment...
Hi, Last month I updated ManageEngine_ServiceDesk_Plus_9_1_0_SP-0_21_0 version, after that I saw my technicians are facing issue to assigning the tickets and they have no access, it converted in requester mode. Its automatically removed. so I assigned again manually and it works approximately 15 days. Since last week again we are facing same issues frequently, many time i changed but no use. If i changed it will not saved (new setting). Finally I checked and found 2 new service packs available i.e.
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Auto Close Request
I know there are business rules but i can't it not what im looking for. I want the request closed when a users hasn't given a reply within amount of days and the quest is not on hold. How do i put this together?
Enable Chrome Notifications
I would be nice if ManageEngine supported Chrome's notification popup's. This would need to be customizable for what you get popups for. But I feel this is a big piece that is missing. As email notification tend to get lost in the static of all other emails. I see this on other applications now and it works really great.
Licença
Bom dia ainda não recebi a minha licença e o site está me informando que foi enviando é t não recebi também nenhum arquivo informando a licença nem no corpo do e-mail nem em anexo. Quais procedimentos tenho que tomar para obter uma licença
Outgoing Mail Settings
We block all SMTP traffic other than what goes through our hosted spam filter. What is the range of IP's or the FQDN for ManageEngines email servers so that I can allow them through our firewall.
Help - locked out of my manage Enging service deskpro
I can not get logged into the web portal service and need help Thom
Purchasing module feature
Has anyone been able to actually link the service catalog to the Purchase order to the asset management? For instance: A service request through the service catalog comes in from John Smith requesting a new cell phone. The PO gets created automatically because in the service request, they actually selected the device they wanted. If not, I know we can associate a PO to a request, but the PO really is not in John Smith's name. Then once the PO has been received, I do see that item show up in
Does anyone import their requesters directly to the tables?
We unfortunately do not have all of our customers in our LDAP. We would instead have to do a nightly load from our ERP to get the right people loaded in as requesters. Has anyone done this? If so which tables contain records related to requesters?
OnBehalfOf Issue
Hi all we have a big issue with OnBehalfOf everytime a technician opens a request and he saves the request we get following error message! Are we the only one with this issue? Version 9.1 Build 9121 Best, Esteban
OnBehalfOf issue (are we alone with this?)
Hi, We have a issue wit the "OnBehalfOf" function. if one of our technician edit the request he get a error message, se below. We are running on Version 9.1 Build 9121. Any solution? Best, Esteban
Custom Views
Has the use of "and" and "or" together been resolved in the custom view area. In the past you could only use one or the other.
Auto-assign User to Workstation Asset
Good Morning, Is it possible to have the user assigned to an asset (a workstation in particular) be updated when the agent checks in? Currently, once a workstation has an assigned owner, it doesn't ever update it unless we go into a specific workstation and change it to a specific user again. Thank You, James Leitz
Formatting the 'Send Notification' Action on a Problem
There does not appear to be anywhere I can set the format for this notification? Workflow [Open a Problem, Select Action 'Send Notification'] All the other notifications generated by the Problem module appear to be configurable (subject, description) under the Admin > Notification Rules > Problem. Thanks,
When the Service request template chosed incorrectly
Hi All Is it possible to change the Service and perhaps template, if the request was fulfilled incorrectly? Or how can this issue be managed? What is the best methodology solution for this? Thank you Nikolay
Query Report -- Multiple metrics per technician
Greetings all! I would like to create a combination report, one that covers the following: INCIDENTS: - incidents past due (Only Open or In-progress status) - incidents coming due (Only Open or In-progress status) - Critical priority incidents not modified for 2 days (Not closed, resolved status) - High priority incidents not modified for 4 days (Not closed, resolved status) - Medium priority incidents not modified for 2 weeks (Not closed, resolved status) SERVICE REQUESTS: - service requests past
Powershell process hanging
SDP Version 9120 I have created a custom trigger with the following Execute Script Action: cmd /C powershell -WindowStyle hidden -file test.ps1 As a test I set the trigger for the action to be the presence of a certain key work in the Subject field of a request. When I create a new request with this word in the Subject field and click on "Add Request" the action is triggered successfully. However the powershell process does not terminate and the browser window does not refresh. It remains in this
Determine who deleted a template..
I need to change a service request template that a user has sent me a screenshot of but when I go into Admin to make the change, the template cannot be seen in the service category. Is it possible that the template has been deleted by another admin and if so, how can I determine who that was? Are changes by admins logged?
Remote Control option not available
Hi, In ServiceDesk Pro, when I select a workstation in assets and open its details I do not have the remote control tab available. I am running ServiceDesk Pro and DesktopCentral. Workstations are being updated correctly from DesktopCentral. Agent and RDP remote control options are turned on in Admin. What am I missing?
Return of the 64k conversation limit
Hi, We are seeing more instances of the 64k limit creating an attached conversation html file. Installed build 9.1 Build 9110 We receive updates to tickets via email from customers. This particular update has no new email attachments - it has just created CONVERSATION_DESCRIPTION.htm I understand it was meant to be fixed in 9.1 build 9101. Regards, Scott
connection to remote server failed. automatically reconnecting
Hello, since we have got ServiceDesk Plus till now we were not able to remote desktop any client PC. the partner who installed and configured the product says you should use explorer to leverage this feature and there isn't any other requirements. but we are using explorer but we cannot access any client, it give a message saying connection to remote server failed. automatically reconnecting. I need to know the requirements to get the RD working like firewall, anti virus, please help Regards,
Task Template Owner drop down not returning correct list of technicians
We recently upgraded to 9.1 Build 9120 and have noticed that the list of technicians in the Owner drop down on our task templates are no longer limited to the default group we've chosen, but list all technicians. For the time being we can select another group and then put it back to the correct group and this then gives us the correct list of technicians, however this is merely a work around until you can fix this bug. I have checked the task template config in the admin section and when I click
problem with tasks after update
After some of updates 9100-9202 i have problem with number of tasks. When i add more than one task in a request and complete them they are duplicates in head. I can't see them, but when i want close request, it doesnt because of there are not competed task. Also i can't complete dependent task, it said that i need complete parent task, that already completed.
Solutions Report with Keywords
I use the following report to review our solutions (clean up and reviews), but I would like to add a column for the solutions keywords field. Can this field be added the query below please? SELECT solution.solutionid "Solutionid" , KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",solutioninfo.noofhits "Views",Creator.FIRST_NAME "Created By",longtodate(SolutionInfo.CREATEDTIME) "Created Time",Updater.FIRST_NAME "Last Modified By",longtodate(SolutionInfo.LASTUPDATEDTIME) "Last Modified Time",Sol_StatusDefinition.STATUSNAME
Small Bug - Styling of Support Tab
I'm not sure if this is the appropriate place to put this, so apologies if it isn't. I am currently evaluating the ServiceDesk software and noticed an issue related to the styling of the Support Tab page. The section headers don't seem to follow the options set in General Settings > Theme. Just a small thing that's definitely not a deal breaker. I like what I see so far
Custom Views for Changes
Is it possible to create custom views for changes? There is no "settings" drop down that allows me to create a custom view.
Business Rule with VIP User doesn't work well
(Post relevant to ServiceDesk Plus build 9120) Hello I have tested this rules in many different ways. It works well except for the VIP User. I check if the VIP User is Yes. If this rule is at the first place it will works. If I organize the Business Rules and move the rule down, it won't work anymore. (as in the Picture) I can't set it at the first place because I want to add another rule before which stops the cascade execution. I solved this problem by checking the Requester Names. Regards Markus
Custom triggers help
Hi, We would like to utilise the custom triggers to ensure technicians are logging tickets properly, is it possible to have a message pop-up on screen to prevent technicians from logging tickets unless they have the correct criteria? For instance certain Request Types should only be logged as a P4? We would also like to have the ability to send an alert email to a group of people when a P1 is logged. Thanks in advance Lynne
Crateddate RestAPI
Hi, In my enterprise, our monitoring tool only send incidents to SDP 30 minutes later than incident's real time. It's a particular workflow. And "Created Date" field on SDP Ticket must be filled with real time of incident, occurred 30 minutes before. I have read SDP Rest API documentation and there's an information about "Created Date" attribute. What time stamp (format) should I do to fill this field in Rest API? <Operation> <Details> <requester>thiago.paz</requester> <subject>Created Date attribute
Custom Request Template deletion...
I'm assuming that a request is tied to a request template when it is used, cause I have some old request templates that I created that we don't use anymore and tried to delete them unsuccessfully. Is there any other way to delete the request templates? I've got like 50 request templates and a good 10 aren't even valid. can someone shed some light on a way to delete them? Forgot to include that I'm on 7.6.0 Build 7602
AD Issue 9203
Hi all, I'm unable to run a AD Scan with Domain administrator credentials. http://i.imgur.com/mJosJoz.png It's not listing the OU structure in the scanning wizard. any ideas? Many thanks,
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