SMS Heartbeat message
Hi, Opmanager 11600 with MSSQL DB, Nokia modem on serial COM port Is it possible to automate the sending of an SMS heartbeat message once a day/week from OpManager? Our SMS modem stopped working which we didn't know about so no SMS's were sent when we had an issue so we would like to know the SMS modem is working without having to physically login and manually sending an SMS. Have checked through the forums but found no similar request. Thanks Justin
Counter of opened ticket broken. Won't stop after on hold
Hello, I have a problem with the new version of ServiceDesk Plus. We are at version 9.2 Build 9225, we have upgraded from build 9105, and now this happens : We put on open a new ticket, after a while, we put it on hold, then again on open, and after we put in on hold again, sometimes, it keeps counting regardless if its open , on hold or we start a worklog timer and then stop it (when its on hold). Before we upgraded, we didnt had a problem with this. What can we do to fix it? Best regards, Cristian
Add new tasks on closed requests?
Hello, Why a technician can add a new task on a closed request? Is posible to prohibit this behaviour? Thank you.
System outgoing email does not have attachment
Hi, I am using 9226 version of servicedesk plus. I realized that when "System" notifying "technician" or "requester", there is no attachment included in the notification. For example, (in the following, Jin Hwee is requester ; Steven is technician) 1) A requester reply to a ticket with attachment, technician assigned will receive email "Request Id ##1## is appended with requester reply." but without the attachment in the notification. 2) technician replied the ticket with attachment via outlook
Response SLA for Service Requests
We are well into a discussion of SLA response times and getting buy in from the client and their users, and I have recently realized that although SLAs for Incidents can have response SLA as well as resolve SLA's, for some very strange reason I don't understand at all, Service Requests do not have response SLA's, only Resolve SLA's. It strikes me as completely unreasonable that we would want to track response times on incidents but not on service requests, so this difference between the function
Troubles with changing password on HP Procurve
Hello, can someone help me, i've troubles with changing password on HP Procurve (I'm using password manager pro). The connection with device is active and work (i can configurate switch), but i can't change password.
Installing Desktop Central 9 SP2 stuck at 50% of upgrading PostgreSQL from 9.2.9 to 9.4.4
I am installing Desktop Central 9 SP2 (upgrading from 9.1.113 to 9.2.0). It is stuck upgrading PostgreSQL from 9.2.9 to 9.4.4 at 50% completed. It has been at 50% completed for over 6 hours. When hovering the mouse over the Installation Status window, the mouse pointer spins. The system is using almost no CPU activity and more than half the physical memory is available. I see no dialog windows waiting for input (I moved the Installation Wizard window to see if there was a dialog window behind
Limiting requester to someone in SDP
When one of our users is using the self-service portal, they are able to enter any name into the requester field. Is it possible to limit that name to someone already in SDP? This issue is that they may be using the incorrect convention (we use lastname, firstname), and people may enter firstname lastname and it then creates a second SDP account. Thank you, ADam
Migrating service desk plus to a new server
hi i'm currently running Service Desk Plus 8.2 Build 8217 on an old server , how do we migrate it to a new server and keep the configurations and database as they are on the current server? regards Lucky
Error parsing MIB:FORTINET-FORTIADC-MIB
how to fix this error MIB:FORTINET-FORTIADC-MIB ? Error parsing MIB:FORTINET-FORTIADC-MIB Exception while loading MIB:Could not parse the file D:/PROGRA~1/MANAGE~1/OPMANA~1/./mibs/FORTINET-FORTIADC-MIB. Couldn't resolve these MibNodes : { fadcHAPeerIndex }
Custom script to remove telephone details from user when disabled
Hi there, I have a requirement to have telephone details removed from an AD user when the automation policy disables them. Both telephone and otherTelephone attributes. The reason is due to having to free up the numbers for future users and having duplicates in AD breaks our phone system. Any help would be greatly appreciated. Wayne
Save OpManager base image
Hello, I have one OpManager instance running on one server. I want to save it as a base image for other OpManager installations. The image would contain the rules, custom templates, custom scripts , rebranding,and users which are defined on the first OpManager. (No devices) If not how can I transfer the rules, custom templates, custom scripts , rebranding and users from one instance to another by running a script? I am guessing that some of these are stored in the database. I want to avoid having
ADManager Plus rolls out build 6510
ADManager Plus build 6510 (August 2016) We are delighted to announce the release of ADManager Plus 6510 build with PPM. Please find the new features, enhancements and fixes included in this build, New Features: Exchange auto-reply settings: You can now enable automatic replies for the emails sent to your users' Exchange mailboxes using this feature, which offers options to: Enable/ disable automatic replies to senders from your organization. Enable/ disable automatic replies to senders from other
Delay Job until X feature?
Hello is there a way to delay a job until a date for example. When a user leaves, i receive an email, and it then sits in the helpdesk until i can delete the user, sometimes weeks, is there a way to hide until X?
Login Name
Dear All, We have group email, that is 1 email address is used by 10 people. Now each user should have their logins in ManageEngine. While registering users, the system is taking the email address as login name. Is it possible to use another field instead of email for login name? On the login page, I can see email/phone. But the login name is disabled preventing me from adding a value there. Kindly help. Thank you. BR, MG
how to setup service Desk application to auto assign tasks to the same technician assigned to the request?
to provide a brief description this is what we are doing: We create a request template what needs to be approved in order to be worked, but after the approval the same person who approve it has to assign the Technician, this step is doing manually by the approver due to business needs. the Tech is successfully assigned to the request; however the triggered child task associated to the request are not being assigned to the tech what we want is to get those child tasks auto assigned to same the technician
Service request rules®ulations in service request window
Hello, Is that possible to add some service details for end user on service request screen? I want user to read and agree reguilations by creating the new request. Thank You, Peter
New Limits on Reports
Greetings, I noticed in the newer versions reports have been limited to prevent overloading the system. However, occasionally it is necessary for us to run very large reports. Is it possible to temporarily remove the limits or bypass them in some manner? For example, in an Audit we are required to provide details on every ticket for the past year. In our system this would require us to run many more reports to gather this data as this is about 50,000 tickets. Note : Application might face stability
iOS/Android Login Failed
Hi Support, We have configured ME Service Desk Plus to login using LDAP Authentication. We have install ME ServiceDesk Plug iOS App and unable to login using our LDAP Account. Have saw from manual that we need to generate the API Key, however we still fail to login. Pls advise how can we login SDP using iOS/Android App?
Can't use Opmanager after switching to API Client
Switched to API client, now I can't use Opmanager, it shows the following message: Your current license does not allow to monitor UCS devices.You can either remove the UCS devices you do not want to monitor here, or procure a new license.Remaining devices will be deleted But the list of "Available Devices" or "Devices to be removed" it's empty. What should I do to recover from this?
Case #3300187
I am extremely disappointed in your support!! I have had an open case since last night and have not gotten one status update. No one is able to help me with this case and when I contact support no one can tell me anything. YOUR SUPPORT IS HORRIBLE!!!! I am escalating this to my superiors who will be contacting you. You should be ashamed!!!! I will be posting this to each of your different product forums so everyone can see what type of support system you have!
Issue with Custom Report (filter by Ref. Ticket Number)
Hello, I ran into an issue while creating a Custom Report for tickets that: 1) Were created this year (works fine) 2) Ref. Ticket Number field is not empty I selected the Advance Filter - Ref.Ticket Number 'is not' None The report runs correctly for the first two to three pages but I see a lot of 'Not Assigned' (basically blank field) starting page four. I also did an export to CSV to filter 'Not Assigned' tickets and got the result: Out of 1387 tickets that showed on the report, 1150 odd were 'Not
Switch Scanning Issue
Whenever my network admin scans a Cisco 3850 Switch or a Nexus 9372PX it changes it from a switch to a router and deletes all of his manual entries. Is there a reason why this is happening? Here is some data on the switches: Cisco 3850 Cisco IOS Software, IOS-XE Software, Catalyst L3 Switch Software (CAT3K_CAA-UNIVERSALK9-M), Version 03.03.05SE RELEASE SOFTWARE (fc1) Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2014 by Cisco Systems, Inc. Compiled Thu 30-Oct Nexus 9372PX
330187
I am extremely disappointed in your support!! I have had an open case since last night and have not gotten one status update. No one is able to help me with this case and when I contact support no one can tell me anything. YOUR SUPPORT IS HORRIBLE!!!! I am escalating this to my superiors who will be contacting you. You should be ashamed!!!! I will be posting this to each of your different product forums so everyone can see what type of support system you have!
No server services available to monitor
Hey guys, i can't find the report configuration for server services to monitor EWS/POP/mailflow status.In the drop-down menu i can only see "database", "storage" and "e-mail". There is no "server" to choose. Can you help me to add it? Thanks, Rob
Manual Device Inventory Scan
Frist of all, please do not give me the usual Send in Logs answer right away. Does anyone know how I can manually trigger a Desktop Central Asset Inventory from a system without using Desktop Central Asset Scan? I have developed a way to detect if systems in my Network have not been Asset Scanned by querying the file date of: c:\Program Files (x86)\DesktopCentral_Agent\Logs\devicescanaccess.log This would give me a quick indication of systems that are just being connected back to the Network
Weird issues out of nowhere - Support Needed
Technicians are getting the following error when creating tickets: They choose the requester, whose associated to his site, and his information is autopopulated. No problem creating the ticket... But once the page refreshes and we're redirected to the created ticket the error quickly pops up and the Site field isnt populated - it says "Not associated to any Account". We verified the configuration of the Sites in Accounts and nothing has been changed, everything was working fine until today. Requesters
REST API - How to specify additional custom field values in Input Data?
The example "INPUT_DATA" provided in the documentation shows how to add a single custom field value: "RESOURCECUSTOMFIELD":[ { "CUSTOMLABEL":"Secure Resource", "CUSTOMVALUE":"YES" } ] What is the syntax to add additional custom field values? Thanks.
ADD Attachment API Rest using Powershell
Good day, Anyone have successfully achieve adding attachments using Rest API in a powershell script? Worked fine most of the operations i need, but this multipart/form-data request i havent cracked yet. What iam trying to achieve is automate a request-template, was able to download the file the user attached, and i need to attach the result back to the ticket.
App Manager not starting
Hey guys I'm not entirely sure what I'm doing wrong here, but I know it's probably something very simple. I installed App Manager v12 on a newly built probe and it doesn't seem to be loading the app manager page in the probe. I cannot seem to log in on the web browser either as it says I need to go through the console. I've attached screenshots showing that it is in fact installed and running, and I have attached the wrapper log file as well. Please help :) Cheers, Mat
Business Rules
Quick Question - Can business rules or another method be used to automatically close tickets on a set date when they are created through Preventive Maintenance ? We have days when the tickets we raise each day simply can't be resolved as staff are not in (Xmas) and we're looking into how we can get the system to close these automatically...Any ideas ? Andrew
Date of OS installation - how to ?
Hi All! I need reports by Age of OS of all my PCs - how to ? http://odarchuk.com
How to configure SLA actions in ServiceDesk Plus?
SLA Actions help to automatically categorize a request and assign it to a group and a specific technician during escalation. Watch this short video and learn to configure the SLA actions for a request in ServiceDesk Plus. Here are more such videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: Click on Service Level Agreement under Organizational Details. Step 2: Select an SLA and enter the fields of criteria. Step 3: Click on Actions and key in the escalation
Customize Scanning Schedule
Dear Team, We had raise one request of customization of scanning schedule on Global Time Zone-Wise (or Domain/Remote Office Wise) in the past & hope you will provide the solution this time. e.g.- To Run schedule scanning for particular domains/Remote Offices which are in different time zone let’s say ASIA Pacific Regions & in same way we can schedule for other domains which are in different time zone let’s say for EMEA etc. Looking forward for your response at the earliest. Best Regards- Neelesh
E-mail Id(s) To Notify isn't auto poplulating for reqesters
As a technician, the "E-mail Id(s) To Notify" field on our incident and service request templates will automatically start populating with names of users that we have connected to our Active Directory. There is also the little button to "Search Requester List" that is available. However for requesters, neither of the two are available or happen and email addresses have to be manually entered. How can we fix this? The field is set to allow editing by the requester. Thanks, Tammy
Requests pending my approval
Hi All, How can I configure the system or create a new custom view so our requesters can see a list of requests waiting for their approval. The same view as technicians have - Requests pending my approval. Thank you Nikolay
Bugs when saving a report
When you save a report that's previously been saved The folder that the report is saved in is not automatically selected, so you can easily save the report in the wrong folder. The list of folders in the save report dialog is not sorted, so it's hard to find the correct folder. We've got 30+ folders and it's painful. Thanks Chris
Listing all requests/problems associated to a change
Hello everybody, is there a simple way to list/navigate to requests/problems associated to a change? Thanks in advance, Enrico
Support Group Issues
Hi, Having a range of issues with support groups. I'm aware that there is already a feature request to disable support groups. These are in addition: Tried to rename a support group and got an error message. The system has now generated a 2nd support group with the new name and left the existing support group in the system (which can't be deleted - thereby confusing all my groups) Tried to create a new support group, got the below error message. Created the group with one user successfully but
Resource access - not accounts
Hi Is it possible to give someone access to a resource, like windowsdomain, WITHOUT giving access to the accounts already entered? 1. I would like to make a domain-resource where all password admins should place AD-account. - This way I can use the same account for password reset, which is set on the resource. 2. password admin/user should still follow rules of sharing. 3. If accounts already exists, they should be hidden or unaccessible untill shared. I have tried sharing the resource with; view,
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