ServiceDesk Plus OnDemand Enhancements and Fixes
Dear Users, ServiceDesk Plus OnDemand has released an updated today with a bunch of enhancements & fixes. Kindly go through the What's New page to know about them : https://ondemand.manageengine.com/service-desk/whats-new.html Below are some of the release in the immediate pipeline : Request enhancements Request Extended History - Time Elapsed analysis Project enhancements Project Template Support for Additional Fields Default Reports for Projects Advanced Search options (include conversations,notes,full
SLA Wokring
Hi Dude, I have setting SLA and Priority, it's work, notification working but i have some problem: SLA does not work in after office hour, the ticket will have violated. Chromology: - I'm setting Operational Hours : 08.00 - 19.00 - Ticket come, in time 20.04 (5 june 2016 - before assign engineer), the ticket not violate - After assign help desk team (08.02 6 june, 2016) tikcet is violate - Check capture configure SLA: Thanks For Response
how to create flexible OPTIONAL change approval stages?
Dear All, I'm new to Service Desk Plus and am tasked with setting up templates and workflows for change requests and release management in Service Desk Plus for the eHealth department of our hospital. Our IT department also uses Service Desk Plus so whatever we build to meet the needs below must not change the approval stages/set up for the IT department. Any advice would be appreciated! The approval process for e-Health changes is complex because it involves local stakeholders, State Governance
Agent unable to find path to parent?
I am still fighting spotty file monitoring. I found some of the FIM logs generated by the agent on the machine I want monitored, and a large majority of the content is this: 2016-6-30 14:49:10 [2276]in Process Change Journal Unable to find path for parent 2016-6-30 14:49:10 [2276]in Process Change Journal Unable to find path for parent 2016-6-30 14:49:10 [2276]in Process Change Journal Unable to find path for parent 2016-6-30 14:49:10 [2276]in Process Change Journal Unable to find path for parent
SPAM filters
Hi! We have problem with SPAM filters. When only one value is set , i.e '@fl-sitem.hr' filter is working but when we add another domain i.e. @gmail.com filters are not working. We have free edition. Rule which is used is "Sender is not contain:"@fl-sitem.hr" or "@gmail.com" Thanks! BR,
Desktop Central Client not reporting new OS
I downgraded a laptop from Windows 10 pro to Windows 7 Pro. Desktop Central does not show the change. Rescanned the system several times but always ends in failure. Any ideas how to get this fixed?
top source report - others line ?
Hi all, I am new with the netflow analyzer. I tried to get top source traffic report. however others line is taking %65 of the total. how can I refine this? Is there any setting ? thanks and regards
Email templates not working correctly
I am very new to Service Desk Plus 9.1 as I just started at a company that has just started using the software. We are trying to set it up so users can send an email to an email address that we have set up to generate tickets. I just need to know how to create templates to catch their keywords and apply it to the correct template to create the ticket for our helpdesk team. Any help is greatly appreciated. thanks!
Number of Max users and Max Technicians one can have in standard and professional and enterprize edition?
Hi Team, I want to know the number of max users/requesters and max Technicians one can have in standard and professional and enterprize edition.
ServiceDesk Plus Technicians and Users
So I constantly have users talking to me about portal improvements, etc. The problem is, I have to create a test user to see a portal. Can a button or something be created where I can switch my SD view from technician to end user? Does it exist already?
Notification Pop up?
Is there the ability to enable a pop up whenever a notification has been received within Service Desk Plus 9.2 build 9212 rather than just monitor the icon for an alert?
Picking up several requests at a time caused a merge action too
Hi, Our technicians are reporting that in some cases, when they select several requests from the main view an use de drop down "action" menu to select "pick-up" the systems performs the pick up but ALSO a merge! This is not happening everytime but it happens sometimes, which causes big confussion to customers. Do you know why is this happening? Anyone there with the same problem? @Database Name = Microsoft SQL Server@ @Database Version = 09.00.5057@ @Current Build = 9121@ @32 / 64 bit installation
Moving ServiceDesk Plus server to DMZ
Hi guys, I would like to move the server into the DMZ in order to be able to use it from the internet, everywhere without VPN. I've read your forums and i've seen that it's possible to do so. I have dressed a list of ports to open from DMZ to LAN in order to make ServiceceDesk work as it was in LAN, but its too much for the security of our LAN and I'm not authorized to open so many ports: - TCP 22 SSH (would like to avoid) - TCP 23 Telnet (would like to avoid) - TCP 135 RPC - TCP 135
Use-case 31: How To Monitor Local User Management In Your Active Directory
Did you know? A domain user can bring down your network, if he/she has appropriate local user privileges on an important server or machine in your network. Local users and groups are entities that have privileges/restrictions that are limited to the local computer. When a local user logs in to his computer, the computer checks its list of users, their passwords and authenticates the user, unlike domain users. Also, their entire scope of operation is limited to that computer and not to any resources
SharePoint Manager Plus rolls out build 4031
SharePoint Manager Plus build 4031 (July 2016) We are glad to announce the latest release of SharePoint Manager Plus 4031 build. Please find the new features, enhancements and fixes included in this build as below. New Features: Office 365 SharePoint auditing feature: Audit your SharePoint online or Office 365 SharePoint servers with 45+ predefined reports. Exclusive monitoring of Office 365 SharePoint site collections: With SharePoint Manager Plus, you can now exclusively configure an Office 365
How do I : Send an email on form submit (Service Catalog)
I created a Service\Request catalog on the help desk. This one is for terminated employees. Under work flow you can assign approvers, which is great I have it set to 'report to' and 'Dept Head'. But I also need to inform my HR and Paralegal, I can't find any easy way to do this. I can execute a script on form submit, but it says it requires java scripting and I don't know java scripting. It looks like I would need to create a script that would send an email to a couple of employees, with some
SBS As400
Buongiorno, Stiamo testando il prodotto per il monitoraggio di un sottosistema su un as400. Impostando una fascia oraria di notifica, abbiamo verificato che se il sottosistema viene chiuso prima dell'inizio della finestra temporale, quando viene raggiunto l'orario di notifica non ricevo comunicazione. Esiste un modo per inviare la comunicazione se il sottosistema è disattivo quando inizia la finestra di notifica? Grazie Jacopo
required fields did not work for custom field
Good day. After update SD to 9.2 build 9212, existing custom field in template request not work as required. The field is marked as required, but when a user sends a request and does not fill this field, DM sends a request message without the mandatory fields. Field was created in version 9.0 and befor update work good. Can any help me ? Thanks.
Emails are not seen in the conversations of the request
Hi, Your help please, the mail of client is not displayed in the request. If you can see in the mail that you have configured but not seen in the conversations of the application. Today we have the next configuration: Thanks for your help!
Moving data base information from one service desk to the other.
We are currently running two service desks in our company for different departments and would like to combine it into one. how do i move the data from the one service desk to the other?
SDP Connectivity issue
When trying to get the ticket details i am getting Received fatal alert: handshake_failure. My url looks similar to this - https://a.b.c.d:80/sdpapi/request/1234/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=xxxxxxxx. Help me on the same. Regards, Praveen
Problem Management linked to Requests?
Hi there, I have been using SDP for 6 months for mainly Incident Requests and Service Requests. I was now interested in using the Problem Management module but I cannot see how to link one or more incident requests to a New Problem? Can anyone confirm if this is possible and if so how? To be honest I just assumed it would be. I am using SDP version 9.2 Build 9209 and using SQL server for database. Thanks, Paul.
Managing Notification Templates for Individual Accounts
I am trying to manage two sets of email templates - one with embedded Request Links for clients with AD integration. The other without the links for clients that do not have AD integration. (For security purposes we are unable to let these clients access the portal) I can create a template for an individual account with no problem - but when I update the template for "All Accounts" the customised one gets overwritten. Aside from manually creating notification templates for each and every account,
Report returns deleted requests
Hi, I genreated a custom reports which should return all reuqests in the system - slected all fields with no filters. The report returns 36 requests which I know they were deleted before the system went live. (I also deleted them from Trash). When I search for the request ID of these requests I get an error: Request does not fall under your premitted scope. So you are not authorized to update he same. Would appreciate your help on this. Thanks, Miko
Keep Me Signed In Tickbox doesn't work
Is there any reason why the keep me signed in tickbox doesn't work? I have tried in both Chrome and IE (both up to date) and cleared cache. Same for another technician, every time I open the browser, I have to sign back in. I have just updated to 9214. The problem first happened after upgrading to 9211 from 9209 (9210 readme notes mention something about this) Thanks
how to customize Resolution Template with available Fields
Need to know on How to customize Resolution Template with available Fields, these fields are available for selection in Reply Template but not in Resolution Template.
When clear windows event log?
Hi Supporter! I get the report windows event log but its only show data of 15 days ago. When select "custom period" over than 15 days, the report show error: "Data not available for the selected period.Please select a different period" Please support me. Thanks.
Search for solution from a incident request
Hi All. Trying to search for a resolution from an incident reqeuest by pushing the "Search Solutions" button, but receive "No solution available". If I open the solution tab I can see a lot of resolution registrated. Anybody able to help? Rgds, Jan
Customization
We are using your product with the enterprise version of Service Desk plus. I would like to check with you on the below queries for some customization. Please let me know if these can be done. 1. Once clicked on the Request module, the option shows as to create a “New Incident” . Requests & Incidents are two different things and we need to differentiate them. Is there any way possible to rename or add additional header fields? Ex1: The top header shows the module name as “ Helpdesk or Service
Managing Juniper (JUNOS) with PMP
Hi, Does anyone know if PMP can manage Juniper devices with JUNOS? I know PMP supports Netscreen. I guess it means PMP supports ScreenOS. But there's no Juniper entry in [Admin] - [Resource Types] other than Netscreen. This is my assumption but if a custom resource type of UNIX-like can manage JUNOS, it will be fine. Thanks
How do i add remove manager from user in a automation?
Hi, Is there any way to add remove manager from user in a automation? Is there a guide? Admanager made my life so much easier :)
Report Request
Hi, Report help please - Your Version MSSQL : 9.1 Build 9112 Can't get my head round the date functions. I need 2 columns adding to the below report: Days Since Last Tech Update (todays date - last_tech_update) Days since ticket logged (todays date - createdtime) Preferably these 2 columns would return a whole number, rounding down. Thanks very much in advance SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", qd.QUEUENAME "Group", scd.NAME "Subcategory", icd.NAME "Item",wo.TITLE "Subject",longtodate(wo.CREATEDTIME)
RDP crash
Afternoon everyone We've just installed the trial version of AD SelfService Plus with a view to purchasing the professional product. However, when we try to use our Microsoft RDC and start typing the username it crashes when we write the second character! Any ideas? Thanks
Enabling HTTPS
Hi All, I have been running ADManager Plus for a while now and been using HTTP to connect. I enabled HTTPS couple days ago and now I cannot access the tool. I get " This page can't be displayed" message. It did work right after I enabled HTTPS. Now the service does not start and netstat does not show port 8443. Thanks
Problem with installing agent with .bat file and self-service
build: 92071 after installing agent with .bat file I have a particular issue where self service wont work. here are my screenshots. The group is reading my windows 7 machine as VISTA? that would be incorrect. BUT... It is CORRECT in inventory... Still doesn't explain why self-service is not displaying any of my packages I believe I have found a bug..
How do you specify that a server in a distribution server?
I have Desktop Central Server installed at two locations. I've told my primary server that a remote office exists and that I want to utilize a distribution server. It says DS is enabled for the remote office, but that DS Status is "Not Yet Installed". Do I have to tell the server I want to be a distribution server that it needs to act as a distribution server or something? Is there a separate package I need to install that I'm not aware of? Thanks!
Unable to add following hosts: Duplicate:[....]
I have a problem adding a non domain member server to the EventLog Analyzer. The message I receive is Unable to add following hosts: Duplicate:[SERVERNAME] What are the steps: 1. Add New Host 2. Hos Type is Windows, Host Name - I use Pick option to get the servername (there is a DNS record), Host Group is WindowsGroup, Login Name is a local user with admin rights, Password is the pssword for that user 3. If I click on Verify Login it sees Successful so I can assume that the problem is not in credentials
EA not running
We were recently advised to install v.11. Seemed to work fine. Now, suddenly, EA is not running, the desktop icon is missing and we can't reinstall because " Log360 must be uninstalled" whatever that may be! How to get back up and running without losing settings?
Are logon failures auditable in a peer-to-peer network?
Are logon failures auditable in a peer-to-peer network? In other words, does a Windows workstation log failed logons so that the log can be accessed by EA?
Cannot receive log from Cisco WS-C3750X-24
Hello Support, I configured Cisco switch as your document and my EvengLog Analyzer version is 10.8, when I configured between switch and added host on EvengLog Analyzer, but cannot receive any log from switch. I think switch configuration is right, what should I troublesthooting? Thanks.
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