Manually Set response times
Is there a way of adding a field to manually set response time, e.g. based on the time the technician arrived on site.
service desk very slow in windows 10 pro
I installed service desk in windows 10 pro. In some machine it is working properly but some machine for authentication it taking time. After successful authentication it showing unknown user.
Preventive Maintenance Tasks
Hi, Could you answer a quick question please. Preventive Maintenance task. I added 6 but only 3 appeared. The ones that didn't appear are all outside out Operational Hours, so do preventive Maintenance Task not get raised outside of these hours ? We have an offshore team, who perform tasks outside of our hours, so need to raise these activities. Regards A
How to restrict particular Assets for a few technicians ?
My organization does not have a dedicated team for all assets. There is a different team that looks after Routers and Switches and a different one that looks after Workstations and Printers. The Assets tab must be available to both teams however I want the first team to be able to look at only the Routers and Switches and work on them and the second team to be able to only look and work with the Workstations and Printers. Currently i can only find a comprehensive option of either enabling or disabling
Auto Reply for Specific Incident Templates
Hi, Is there a way to create an auto reply only for certain incident template? I found the way to create auto reply for when user send request and when the request is closed. But I'm wondering if there is a way to create an auto reply only for certain template. For example if I have template A and template B, when a user send request using template A, it will reply "thank you for contacting us" and when user send a request using template B, it will reply "we will contact you immediately regarding
Advanced Analytics - Missing Fields
I have been attempting to create a report in Advanced Analytics but I have been unable to because the data I need is not being sent via the integration module in ServiceDesk Plus MSP. I need the information contained in the Subcategory field and that field is not available, the only field available is the Category field. Is there a way to add the "subcategory" field information so that it's available in Advanced Analytics? It would also be nice to have the "Item" field information.
Cant connect ServiceDesk Plus to Analytics Plus
Hey there, I installed SDP and Analytics Plus (Personal) on the same server. When I try to connect from SDP Admin Interface, I get the following error: I hope you can tell me, how to solve this error. Regards, Hannes
Dashboard & Support Tabs: How to Remove them?
I created a new Role for our tech but I do not want them to see the tabs that I mentioned above. How can I remove them? Thanks,
ServiceDesk Plus MSP - version 9.0- Build - 9009 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0 - Build - 9009. Please refer the Migration path table available here and upgrade to our latest build 9009. What's new in ServiceDesk Plus - MSP 9009 ? Enhancements MSPSDP-9441 : Ability to create / update changes through REST API. Following are the supported operations : Add change Update change Delete change Get change Change list API Documentation is available here. Issues Fixed MSPSDP-9396 : In Technician currently working on, "Add
Manually move server back to "Server"
When I add a new server, it automatically put it under "Virtualization", any way to put it back under "Server"?
Opmanager 12.1 discovery doesn't let me see the progress and choose which device import
Hi, with OpManager 11, I was able to see the discovery process and understand what didn't work and when it finished. Most of all I was able to choose which device import and which not. With OpManager 12.1, the discovery is completely out of control: I cannot know when it finish and I cannot choose which device I would like to add or not. The software add ALL the ICMP reacheable devices no matter if they are simple PCs or switches. Am I doing something wrong? Is that a bug or simply this release is
Dynamic workflow in SDP
Hi, Wondering if this is achievable: I would like to have a request form/template that directs the workflow to different approvers depending upon contents of a field. I thought I could start with a request template in the service catalog, which has a business rule run that changes the template to the desired (identical) template, but with workflow added to it. The problem is, when I select the 'change to template' option, only request templates without workflow show. Also, I can't see how I can
Configurable/Designable Job Sheet
Hi, We work in an environment where at certain points of the year we can have up to 80 people drop on us in a support team of just 4 in the space of a morning. In order to try and make things as easy as possible we have started to ask that they get in touch with us before they arrive to create cases and allocate areas for the equipment to be worked on. I'm trying to work out if there is a way to create/design a job sheet that we can easily print out so we can have the job sheet with all our equipment
Need to Move OpManager on Another Server
Hi Team, I need to our OpManager Software to our New Server, Is there any procedure to do that. Please Guide me on this. Thanks in advance Muthusamy K
In the System Log Viewer, I see this message over and over
Technicians see this: System Log shows this:
OPM Download Version 11600
Hi Team! I am looking to download OpManager Enterprise Edition for version 11.6 Build 11600. I could see the Service Pack is available however i want application full download link to download the application for new installation. Thank you, Rohit Pol Amicus ITS
GUI for ADManage Pro
I love the gui changes for ADAudit Plus - will you be making these same changes to ADManage and SelfService soon?
Replies to messages do not contain the original subject line comments
We have come across an issue where when our technicians reply to tickets via the email function, the subject like does not contain the original subject. It only contains the request ID. This just recently happened. I have combed through settings and I do not see anything that would affect that. It is happening to all of our groups and not just one. When we forward a message, the original subject is placed into the new subject line just fine. We restarted the server and had no luck fixing this.
Scheduled reports that only trigger if not empty.
I thought a possible good option would be to only e-mail out a report if the report isn't empty. Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
logs\archive
Is it safe to delete the contents of '\ManageEngine\Exchange Reporter Plus\logs\archive'? Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
Can't change threshold in Hyper-v device template
Hi! I have a problem. I can't change threshold in Hyper-v device template. I open Modify Device Template, found HyperVServer, change Disk Write Latency to 0 and push SAVE, then push Update. But anything happens..Disk Write Latency was returned to 50- 40 threshold . ver. Opmanager 11600
Probe and central comunication problem
Hi, I have the opmanager enterprise edition. One of my probes has a problem with Windows installation and for this reason I migrete it in another probe server. The procedure followed, it's the following: 1 - backup postgred probe db 2 - delete probe record in the central opmanager 3 - installation new probe in new server (and registration in the central opamnager) 4 - shutdown probe service e restore postgress DB 5 - start probe service The probe configuration was correctly restored (in the probe
Essential Data Gathering fails on 5160
Hi, After updating to 5160, Essential Data Gathering fails every time. I uninstalled and reinstalled 5160 and the problem was still there. If I run separate tasks of Traffic Logs, OWA Logs , Distribution List Membership and Mailbox Account Properties, all of them are Successful. Even after that, Essential Data Gathering fails to complete. I installed again 5151 and everything is back to normal again. Exchange 2010 SP3 UR14 14.03.0301.000 BR, Kostas
Allow user to login using their own credentials rather than admin on Cisco switches
Hi, We have several Cisco switches which have been added to PMP with the admin credentials. We'd like to be able to click on the Open Connection icon BUT allow/prompt the user to login as themselves rather than use the admin credentials. Is that possible with PMP? Thanks! Dwight
Custom Views Need To Have Both AND and OR
I'm trying to create a custom view that includes both an OR filter/clause as well as an AND filter/clause. The problem is I can only choose either all ORs or all ANDs. Version is 9.2 9223 options given are: Match ALL of the following (AND) Match ANY of the following (OR) Is there a way to choose some ANDs as well as some ORs.... Also, is there a way to see and edit the query behind the custom view itself. Thanks.
team member not visible as a Technician in maintenance (nor as a requester)
HI, I have a technician who is not visible in "Technicians", nor in "Requesters". He is visible as a Technician in the drop down list for some call types - however in the database there are three entries for him - 2 with a zero technician ID and one with a valid technician ID. I'd like to clear the issue completely and add him as a technician - ideally via an Active Directory import as a requestor, then updating him to be a technician....
FTP
Does FTP work on this product or do you need to get the add on Manage Engine Applications Manager?
Inconsistent device naming
Hello, I noticed some devices are displayed with FQDN and some are not. I confirmed it's not DNS issue because under Device Details > DNS name I can see the device's FQDN. What could be the cause and will it create duplicate records if I update the "DeviceName" field using bulk import for those displayed without FQDN?
Time spent to script text
Hi everyone! It is possible to use field "Time spent" from worklog (summary worklogs time) in field form rules? Also, I want convert that time to minutes (numeric).
User Concurrent Login Restriction
I am looking to limit users on the number of concurrent logins allowed in an AD environment but it is not supported natively through Windows. Is there a means of limiting this through ADManager? What about Desktop Central? Thanks, Brian
Syncing Titles, Departments, Office and Companies
Is it possible to stop AD from syncing things like Titles and Departments to AD Manager? It appears that when someone edits something in AD like a title or department it then adds that title/department to ADManager Plus. So we have to then continue to clean up the Titles and Departments in AD Manager. Users are picking incorrect or misspelled items when creating a user in ADManger. So we were wondering if the sync can be only one way, from ADManager Pluss to AD.
ServiceDesk Plus stopped working after low disk space condition on server
Our ServiceDesk Plus server had a low disk space issue this morning. After deleting some old backup files, and removing unnecessary installers, I was able to recover 40GB of free space; however, ServiceDesk Plus still failed to work. I reviewed similar cases in the Forum, and tried to start the service using run.bat, to no avail. While reviewing the log file, serverout0, I noted the error, java.io.EOFException What does this mean? Is this the reason for the failure? I attached serverout0.txt for
Unknow user
While user logins to the SD+, the user field appears as "unknown" user . Nothing in the forum solutions could help us.
RE blank login page after changing port
I submitted a post earlier about the login page showing blank after adding a cert and changing the port. Anyway, it was my fault as I was testing in a browser on the server which was too restrictive. There are no issues for us and it is working great with ssl. I thought I would be able to edit/reply or maybe delete the original post, but I guess it's waiting to be approved. It does not need to be approved or posted since this is a non-issue. Thanks.
How to convert SDPlus data to Asset explorer?
How to convert SDPlus data to Asset explorer?
reopen requests by email not from requester
Hello, I have a problem with requests not being opened by incoming emails which are not sent from the requester itself. I have two different HelpDesk installations/configurations. In one (9.2 Build 9211) requests are opened independent of the sender address: In the other (9.2 Build 9218) requests are only opened if the sender address equals the requester: Is there another configuration option to enable the possibility of everyone being able to reopen a request?
Can not open in any Microsoft browser
I just did new install, changed port to 443 HTTPs. Been setting up, configuring and such in Google Chrome. Just opened in Microsoft Edge browser, and its like server is not even running. I opened up Internet Explorer 11, same thing. So I opened remote desktop to another machine located outside our own network, and same thing. I can open in Chrome, but not in either Edge or IE. I have recently come across some devices from a manufacturer that limited access to only Microsoft browsers. I would not
Maximum record in DB of Opmanager
Hi Supporter, I known maximum record in event table of MySQL is 1.500.000 entries, and PGSQL is.....? Thanks.
Customize Agent.Conf for Agent Installs?
Is it possible to customize the agent.conf file when installing an agent such that it pre-sets certain parameters,upon being added to PMP by the agent, like Location or Description or event a custom field?
Delete site
We have an invalid site that was accidentally created. I have tried to remove the use of the site everywhere that I could find it. When I try to delete the site it will not allow me to do so. I get the error message "Site cannot be deleted as it is being used by a module". How would I discover where this site is being used so I can remove it and then delete the site?
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