Looking for a partner to help us configure Change Management
Newbie here! Looking for a US based partner to help my organization configure Change Management. Having a tough time through the partner's listed on Manage Engine site. Anyone have recommendations? Thanks! Melissa
Unable to change database from POSTGRESQL to MySQL
I have newly installed the free standard version of the ServiceDeskPlus on windows 7 professional. By default postgresql is the only option available as database. I wish to use mysql for database.I have been referring to the link https://www.manageengine.com/products/service-desk/help/adminguide/introduction/setting_up_database.html#Configuring MY SQL to change my database from POSTGRESQL to MySQL (version 5.7). I am able to configure mySQL using changeDBServer.bat but I cannot connect to the
Glossary of Terms
My IT department recently switched to ServiceDesk Plus. I was trying to find a Glossary of Terms that defined the meaning of the available columns in the Reports module. Is there one?
REmoving additional email addresses
Afternoon. We often get Requests submitted by our HR Dept through email. However, they can't seem to manage to remember to BCC everyone instead of including the whole company under the to field. What this causes is that each email address gets added to the to field of the request. Leading to any and all replys/responses to go to everyone that was in the original To field. Any ideas to correct this? We have changed the submitter, however it doesn't remove the extra email addresses. Any ideas?
PO name already in use
Guys, I'm intensely using PO's. When creating a new PO, i cannot use the same PO name: this is illogical. The Order No is unique, that's fine. But the PO name being unique is somewhat awkward. I have literally a few hundred PO's... so this becomes a real pain to me. I do not like to have to think thru the naming I use when creating new PO's. An example: i want to create a PO for phone costs (as consumable) every month for my sites: so i name them 'sitename - phone costs'. I can see on the date
Business rules and ReOpen request
Hi, We have a Business Rules that executes on request edition but it does not execute when a request is ReOpen when it was Resolved and the requester answers to the Resolution confirmation Email and the Automotic Close is Enable. The request is reopened but the business rule does not execute although it has been edited. If you change the status Resolved to Open directly on the request it works fine. Thanks in advance, Aritz.
Ticket needs to be "closed but unresolved" status without assigning an tech. But Ticket needs to be resolved status with mandetory tech assign. how to do this?
Hi, I want Ticket needs to be "closed but unresolved" status without assigning an tech. But Ticket needs to be "resolved" status with mandatory tech assign. how to do this i.e status mandatory tech assign closed but unresolved NO Resolved Yes Closed Yes How can I do this? MDSDP 9.0 9048 PGSQL Mohammad Golam Rabbany Proud
O365 Manager Plus 4004 released with 30 new reports
Hello Everyone, We are glad to announce the release of O365 Manager Plus build 4004. We've added 30 new reports including OneDrive for Business reports and Activity reports. Also, you can now delegate users in Office 365 as product technicians and let them log in to the product using their Office 365 credentials. Highlight: 30 new reports including OneDrive for Business reports. Enhancements: Now you can delegate Office 365 users as product technician and allow them to log in to O365 Manager
Opmanager unresponsive, can't even shut down
I have an opmanager server running and I have 32GB of RAM in it. I reconfigured the wrapper.conf to use basically 28GB of that. But I get the following in the stderr logs 09:17:28:394 AM SysLogScheduler Pending tasks count exceeds 10000 09:17:28:394 AM SysLog Threads are busy:::::::::::::::::::: Then I have to hard shutdown and restart the services after a couple of days. How can I optimize this to stop this from coming up?
How to shorten monitors description
Hi Support, Is there anyway I can shorten monitors description or show only the drive letter for below highlighted?
How to create a ServiceDesk Plus age-tier report using Analytics Plus?
How to create a ServiceDesk Plus age-tier report using Analytics Plus?
How to create an all-in-one Servicedesk Plus request trend report using Analytics Plus?
How to create an all-in-one Servicedesk Plus request trend report using Analytics Plus?
Applications Manager User License
Hello Zoho team, We have purchase last year OpManager with AMS plugin and when I create use it is applied for both applications. But month ago we have decided to split both Applications as 2 stand alone instances and now Applications Manager have user license limitation: This license is limited for 1 user(s) , for additional user(s) please contact sales@manageengine.com. My question now is, is there any way of migrating user license from OpManager to Applications Manager because for OpManager
Set Request Type when raising request by Email
Currently requests by email/alerts do not have the Request Type set. Could some sort of configuration / setting be introduced to set the default request type when a request is raised by email? Kind regards Jon
Two or more requestors in PR
Dear Support, How to Add two or more requestors to a single PR. Regards Mooez
Alerts for change approval actions
We have a change manager role within our organisation who is responsible for sending approvals for changes to relevant people. When these people approve the change the notification is sent only to the technician. Please can you add the ability to notify other users/groups when approval is received on a change, or even better when all approvals requested have been received
SDF-59858 - Option to use Multi Select field type
How do you enable this feature? and what fields can it be enabled on? New feature in 9215 (Released on: 8 June, 2016) SDF-59858 : Option to use Multi Select field type as additional field/common additional field for Incident and Service Requests.
Report creation assistance?
Hi, I'm trying to create a report that will provide me with any open/on-hold/etc. tickets (basically any tickets not closed) that are greater than a set period of time, in this instance three (3) weeks. Are you able to please assist, I just can't work it out.... Kind regards, Craig Blackburn
Clickatell Maintenance Notification - Downtime
Dear ADSelfService Plus Customers, As part of Clickatell SMS Gateway's ongoing effort to maintain a secure, stable and fully optimized network, they will be performing scheduled system maintenance on 14 August 2016. The Clickatell HTTP/S API may be unavailable between the window period below while the maintenance is being completed and SMS service may be briefly interrupted. Scheduled Date and Time: Start: Day, 14 August 2016 – 08:00 SAST End: Day, 14 August 2016 – 09:00 SAST We apologize for any
How to ensure that Logon name and logon name pre windows 2000 are the same.
Hi there, I have set up my new user template to have logon name pre windows 2000 set to 'same as logon name' however if the logon name pre windows 2000 already exists then I will get a different logon name pre windows 2000 from logon name. We have a requirement for these to be the same all the time. Is there a way to ensure that if one is already in use that they look for a formatting of both the names to be the same? Please let me know if further clarification or information is required. Thank you.
Creating a date filter with relative times
Is it possible to have a date filter with relative times? For example, All requests created in the previous week (rolling--meaning it updates weekly) All requests opened in the last seven days (rolling--meaning it updates daily) Pesently, I'm trying to apply such dates to widgets. I'm trialing the on-premise version linked to SDP Enterprise. Sincerely, Adam
Postpone reboot...
Is it possible to increase the time to postpone a reboot up to 8hrs. Right now users get the option to postpone for min 15 min - max 4hrs. We would like to give the option to postpone for up to 8hrs. Reason being, developers certain users are very sensitive, if they are interrupted or "constantly" prompted every 4hrs to reboot if effects their productivity. This way they can postpone for their 8hr workday and reboot in the evening. Thanks.
congé technicien/technician vacation
bonjour, Dans ma société les techniciens reçoivent les demandes de ServiceDesk+ chacun leur tour. Ma question est la suivante ,si un technicien pars en vacances comment faire pour le retirer puis le remettre dans le groupement à sont retour? d'avance merci ----------------------------------------------------------------------------------------- hello, My company technicians receive applications ServiceDesk + each turn. My question is, if a technician going on vacation how to remove and then put
Up gradation Process from 9.0 Build 9040 to 9.2 Build 9219
Dear Team, I have implemented 9.0 Build 9040 on RHEL 5.4 machine and now i want to upgrade with latest build release 9219. It is possible to upgrade from 9.0 to 9.2 because 9.2 has required minimum RHEL 7.2 and above version OS for deployment? Please share the upgradation steps from 9.0 to 9.2 without OS upgradation.
Self-Service Portal
Hello everyone! I am wanting to inquire into everyone's methods for dealing with incident request that are raised via email. As of now our help desk is receiving emails from users that are devoid of a lot of details in regards to their incident. So, our help desk personal need to touch each request, contact the users via phone or email, and then update the ticket with the relevant information needed for the technicians. Unfortunately, not every user can be reached, and the techs do not always update
Script to close incident
Hello, Sorry if this has been discussed before. I am looking for a script to close an incident after it's created. Basically I want to close the ticket after the tech creates the ticket to speed up the process.
How to display the notification icon for the requester?
Dear How to display the notification icon for the requester?
Can i customize 'quick create' menu in Service Desk Plus?
Can i customize 'quick create' menu in Service Desk Plus? I'd like to add the "Technician" assignment and "Category" to the Quick Create menu. Thanks!
Sorry an error has occured !
Hi.. I have this message when i try to read a request. I think it's a problem with database. How can I restor it? Thank you for your help!
Error after update to 9218.
Hi everyone! When we open a new incident using a customized state, the data are discarded and are sent to visualization screen with a blank error message. Someone is going through it ?
FCR Automatic Mode
Hello, I would like to know how to turn on and configure FCR (fist contact resolution). We are using version 9.2 Build 9218 Any of the articles I've seen about it seem to reference older versions? Thanks!
Incident report with history
Can someone please help me create a query report to show the history on incident reports based on who made the updates?
Service Desk Server in a DMZ
We are trying to setup our Service Desk server in our DMZ area to enable external access. Has anyone else done this? Any suggestions? Can this be done with a read only domain controller?
iOS ServiceDesk Plus app issue
I have the SDP iOS app and cannot view any requests. I get logged into the app and receive an error "Error - Mandatory element 'account' not found". When I press 'OK' and get beyond the error, the 'My Open and Unassigned Requests' tab shows 'No Request Found' and does not update at any time to show my current workload. This is a real problem as I'd have a ton of use when using out in the field. Safari doesn't even load the webapp correctly, and using a different browser I can get connected to the
Automating Reports
We've created a report that will produce information about service tickets and changes made between two dates. As it stands right now we want to automate this so it can be run automatically with a rolling week. So for example we were to run it today (7/5) we would get the report as if it ran with a start time of 6/28/2016 00:00 and an end time of 7/5/2016 00:00. Is there a way to do this? Thanks.
Manage Engine apps on a Windows 2008 R2 server
We currently run Servicedesk Plus, ADManager Plus, ADSelfService Plus, Project Management, Change Management and Service Catalog on a Windows 2003 32-bit server. We would like to upgrade it to Windows 2008 R2. Manage Engine website shows Windows 2008 ir supported for Servicedesk Plus but no mention of Windows 2008 R2. Are these apps supported on a Windows 2008 R2 64-bit server?
Patches failing to download
Hello I am seeing a portion of the patches I need not being downloaded - most download successfully, but there are quite a few that fail. When I download them manually, however, by clicking on the link in the Patch ID window, I am able to download them to my computer. Please advise.
Is there a "Make ALL Conversations Public" option for SD Plus?
Hello, Our comany has an automated system that's configured as a Technician and auto-completes some specific requests for us - including making notes, attaching output documents, and sending automated e-mails. Among the things it does is send an acknowledgement with important output information to our e-mail when the request is completed, and attaches that e-mail to the request for the requester to view, and then closes the request right after. The issue is that the attachment is private (I read
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