Updates break redirects
Is it possible in the neat to immediate future to have updates NOT break our redirects that we have in place? The last manual step after every update is to replace the urlrewrite.xml file and the web.xml under the WEB-INF folder to repoint our SSL and DNS names for the users. Unless the update actually DOES something to tomkat, can you make it just leave the "extracted" folder alone? Or to put it another way, is there a need/purpose to delete and rebuild that folder every update? It's broken my production
Purchase Request workflow
Work Flow of new Purchase Request? We have certain techs that l deal with purchasing and find the proper products, then one person does the quotes and orders. Example: If I create a Purchase Request who gets notified that there is a request? Do I need to set approvers so that a person can send for a quote? Thanks for any help. Chris Trauner Network Analyst
Unable to load Disk Space related native library.
SCP version 7931 CentOS release 6.3 (Final) - 64bits Hi I search this same error in this forum and found out it happen on other ManageEngine product as well. Is there a solution for SupportCenter plus as well? [root@supportcenter bin]# ./UpdateManager.sh /apps/ManageEngine/SupportCenter Unable to load Disk Space related native library. Exception in thread "Thread-2" java.lang.UnsatisfiedLinkError: com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Ljava/lang/String;)J at com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Native
How do I add or remove lines from the My Summary block
In our environment, technicians are also requestors. Since the "My Requests Summary" block doesn't show for Technicians, I would like to add the fields to the technicians "My Summary" block. Can this be done? Best regards Dave
Report request
Hi, The question has been ask around a report that is created that shows the # of "conversation" that have taken place per request. Would this need to be a report script or would it need to be done by a third party system...say like Tableau (that is the system my company uses) If it is by a script, could one be provided? Thanks in advance Cathy
Purchase Order: What is the role of the signing authority
I'm hoping you can define the roles defined in the PO module and what actions or notifications are associated with the role: For example, the roles, as far as I can tell are: Owner PO Approver Signing Authority From the documentation, it looks like the owner should be the technician responsible for tracking and completing the PO. The approver is obvious, and it could be used to achieve both fulfillment requires (technical require of the products being ordered) and financial approval (approval for
Workflow to check External Website
Is it possible on Opmanager 12.1 to create a workflow to http to an external website, and notify if no response? I tried to create a new workflow, added check URL to http://www.cnn.com, and then if no response , send an email to myself. After that, the only option is trigger, but trigger requires you to pick a device. I don't have a device for www.cnn.com, so I'm unable to save the workflow. Is it possible to create a workflow like this? Workflow looks like a very useful feature. Thanks, Dan
Is it possible to create tasks based on form fields?
Is it possible to use Field/Form rules to create tasks based on field selections? For example, on our New User Request Form, the requestor might check off the box: Requires Email Y N At this point, we would want to show Resource Fields asking for various information and upon completion we would want to send a task to the Exchange Team to create an email account. The same might go for application-specific privileges, physical security access, etc. Thanks, Adam
Field Form Rule Help
I have a need a field form script rule that performs two validations on one date/field: WorkOrder_Fields_UDF_DATE6 Condition 1: The date in a custom field cannot be in the past - pops up an alert ( I have this based on the script example) But I also need Condition 2: The custom field date must be 5 or more days into the future or pops up a message
Error when deleting an accidentally created Account
Hi, thanks for reading, Recently i implorted several Assets via CSV to my CMDB module of Service Desk MSP and, due to an error in a comma in the CSV, an account was created instead of a department. Now, i cannot delete it, it says that the account "is being used by a module", despite I have already changed all the assets accounts and i cannot view any asset in that account, nor any client. What am I missing? Is there a way to find this related CI? Any hints? Thanks in advance! Regards
Support groups mail issue
When utilizing different support groups Group/sender email within the same domain using exchange 2010, the exchange server is changing the alias name to the default smtp address, so all incoming and outgoing email addresses are using the main email address for the mail server. Works from without the domain. Example main mail server email address - support@abc-company.com group email address for support group - servers@abc-company.com group email address is aliased to main address in exchange support
Technicians cant see their Requests Created
Hi Dears some times my technicians from another support group have to create request for another support group and they have to have permission to see their requests from the first up to end and i dont want too give them support group permission of destination. at the current time after create ticket they dont have permission to see their own requests beacause that is not in their group. how i can solve this problem??? Thanx
Incident Template List Doesnt Fixed number of showing per page
Hi Dears In the Incident Template List each time i fixed the number of showing template it doesnt fixed for next time and each time i have to change it , but in the other place such as User-Support Group it is fixed. how i can fixed it? Thanx
Support groups and email fetching in SDP 9.1
Dear All, Please advise: We currently have one support group using the SDP (IT Support), and we want to be able to use SDP for more than one support group such as IT Support, Admin Support, and so on. How can we setup the system so that IT Support Group will only see IT Support requests, same for Admin and so on based on Group technicians. Also, currently mail fetching is on the IT Support Group email, how can we capture mails for the other Groups as well, so that they be created under those specific
Mail Fetching SDP 9.1
Dear All, Please advise: How can we prevent or properly capture MS Outlook Invites sent to the Support Group email address used to automatically fetch mails into SDP Currently we are getting the following: A new request with request id 8965 has been created by Service Desk. Short info on the request is : Title : New request created with ID: ##8964## from Elaine De Category : Description : A new request with request id 8964 has been created by Elaine De. Short info on the request is : Title : MOC
Key scanning
When is SDPlus going to finally be able to scan and retrieve keys for Microsoft products?The inability to do so makes the asset management part completely useless. Other products can do it. Why can't SDPlus?
Additional information on SD-62436
I am very sorry if this post is in a wrong place. I want to add some information on the known issue SD-62436 but don't know how to do it or if it is possible at all (for a newly signed up community member :)) So: Is there a way to get this information linked to the issue report? This is the information i want to add: Easy way to reproduce the problem (9.2 Build 9218; Firefox 47.0): on the request listview hover over a request's subject in order to see the little window with the description keep your
Preventive Maintenance Tasks
I am updating some maintenance tasks and need them to occur on the 2nd Thursday of the month, but there is no option for this type of selection. It would be nice to have this feature added as soon as possible because the current method of only being able to select the day of the month, is causing some issues with missing deadlines for ticketing activities and maintenance of our systems. It should not be difficult of take a long time to implementing this type of selection process. Thank you,
Setting up MSP for one company
Hey, as I am encountering various challenges and problems, I'd like to ask for your guidance/experiences/best practices. I am setting up MSP for ~300 target technicians, all in one company. I am assuming that each department will have it's own account, mostly for different notification rules, categories etc. Therefore I have some questions: 1. Each account needs it's e-mail. Should it be the same as one of the support groups within or different? 2. Sites - each account needs a site defined. How should
Search and Reindexing Problem
Has the indexing problem been fix in a recent release of SDP? We are having to perform the reindex procedure at least once a week to get accurate search results. The only reference I can find to this problem is in the following post: https://forums.manageengine.com/topic/search-broken-solutions-and-requests Our Configuration is: Version 9110 MS SQL 2012 Thanks, Craig Rice
Email Change
Does anyone know if you can update a change or add notes to a change via email in the same way you can with a request
REST API all open requests filtered by department
Is it possible to create a REST query to show all open requests by a department or site?
variables in templates
how do I alter the $requestlink variable with the correct web site address?
SMS Notification not working properly.
We have enabled following SMS notification. Alert the following technician(s) by SMS when a new request is created. Alert technician by SMS when a request is assigned. We are using same SMS Mail ID for all technician , say xyz@abc.com. In Message Template, we are using $Technician as subject. We have developed an application which will listen, inbox of xyz@abc.com. This application will read the technician name from subject of mail, and will send sms to corresponding technician using a SMS gateway.
Tasks based on criteria
We would like to see tasks get triggered by criteria. For example if the value of Item = "New Hire" trigger Task 1 2 and 3 automatically. Or example 2, if software template is used and the requester picks "MS Visio" from a picklist then trigger "purchase Visio license" task.
Business rules set mode
We would like to be able to set the mode by business rule. We use multiple different monitoring tools that trigger events by email, and the logic of the tool automatically sets the mode to email. We would actually like to have the mode set to threshold alert or monitoring event. Same with API data inbound to SDP, doesn't identify the ticket as API as the source of the ticket
Data Archiving - Want to except by group but not all groups are listed
I want to archive all requests that are over a certain date, excepting a list of specific support groups. However when I look at "List of Group" when defining criteria, the list of groups presented is very much incomplete. We have about 80 support groups but the pop up list only shows me about 15 of them. This means I'm effectively unable to selectively archive - no other column names suit my purpose. It would be at least a little bit helpful if I could choose Template Name as a field. Anyone
Change default template for the WorkLog
Hello, It's possible to change the default option (TRUE to FALSE), of the "include non operational hours" field, in the WorkLog? Thank you.
New Requests by Email - Request Type not set
Request templates (for Technician and Requestors) have the [Request Type] set to 'Incident' as a default. However, when a request is raised by email, the '[Request Type]' is not set. Is there anyway of populating this field automatically when a request is raised by email? It is stopping some business rules from running when we want to close a request automatically. Any help appreciated Jon Ward UK
Clear Alarm Issue
So we monitor several processes on servers our notification profile is using the recurring trigger to email the group in charge of fixing the issue every 30 minutes until the process is back up. the problem is after the issue is "clear", the "clear" alert letting them know it's fixed sends out an email every 30 minutes after that. If I pull up active alarms on the server, I see the "clear" alerts, status clear, technician unassigned. I currently need to manually acknowledge the alerts so the emails
Home Directory Delete
I'd like to see AD Manager Plus have the ability to delete the Home Directory of users. At the moment the only way to accomplish that is when you delete the user object itself. I'd like to have a separate feature to just delete Home Directory without deleting the user object. If there is a feature to move the Home Directory then there should be a feature to delete this as well.
Survey - "User does not have sufficient privilege"
Hello, I use SD+ all day editing/submitting/resolving SRs. When I get the email concerning the survey.... "Please help us improve our service by completing this short survey....." and click the link I always get "User does not have sufficient privilege". I use Chrome as my default browser and have found Chrome to be the problem. If I copy/paste the email link into IE or FF it works fine. The "User does not have sufficient privilege" is a very odd message for a browser to return and I do not think
report of laptops
Haw can I generate report of laptops? In asset->workstation view there is option to select "workstation type" as laptop but I did not find it in reports. Thanks in advance
Default Request Missing from main menu but exists in drop down menu
Template exists from drop down menu but not in the main menu: Screen Shot of Template: Any help is appreciated. I'm scratching my head. Thanks, Steve
Device Discovery based on the IP with a defined condition
Hello Team , I have a requirement from the customer who are not comfortable to do the exercise of providing the IP Details. The customer contract is based on the Device Serial Numbers and we have mapped these details in our ITSM Tool. Now,the concern is how are we going to do the device discovery provided with the Network and Server Access Credentials and start IP/end IP + Subnet Mask.
Roadmap suggestion for feature thats currently in Design
For the feature "Users deleted in AD will be automatically deleted in SDP (based on configuration)" I think this is a good feature however I think there is another level of configuration that would be desirable.. I would like to see this configured so a field is added to the user table where they can be marked as "Active" or "Disabled" Reasons: 1) We have to retain accounts in emails for an extended length of time after someone exits our organization. It would be nice to know the account is disabled
Mail count
Hi, We would like to know the volume of outgoing email in servicedesk plus within a period, is it possible to have that qurery. We're using MSSQL. Thanks, Jedidia A.
A more complex SQL script to monitor app status on Database Query Monitor
To monitor the status of an app, I need to monitor a value in CONPRM table called PI_HEARTBEAT, that is updated by app each second or so. If value didn't change after a few seconds, we can assume that there's some issue in the app. I have tried something here on database query monitor but does not seem to work, looks like too complex for use on this feature.. here's the script below which works as expected on sqlplus any ideas? SET serveroutput on; DECLARE x NUMBER; y NUMBER; z VARCHAR(1); BEGIN
Field and Forms Script Help
I'm trying to get a script to work but am having a hard time with it. I created a custom field that is a drop down menu. When the user clicks on it they get the option to choose from it which password is needing reset. Based on their selection I would like for it to change the Item field to which password is needing reset. I have set up business rules that auto-assign tickets to technician groups based off the item that is being submitted. But I don't want requesters to set the item (and it's not
Increasing incident additional fields or making them account-specific
Hi, I'd like to ask for vastly increasing or making the limits account-specific for incident additional fields. I am currently planning SD+ MSP implementation for a 500+ company with at least 10 departments eager to start using the tool. But when you look at the variety of our need, we simply need more additional fields. One team will need to add TAX ID, Client ID, User ID, Invoice no, Client tag (VIP/Strategic etc), IT dept needs to add lists of supported devices (printers, mobile phones), car pool
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