Business rules and Change Request Template
We are in the process of adding our level 1 and level 2 troubleshooting to our incident templates. We use business rules to execute the template change for well defined emails. Since there is no merge option in business rules (would be a nice feature) for the content coming in via email, we choose to put the troubleshooting steps into the resolution section of the incident template. The business fires, it changes the template as expected, but the resolution portion of the newly created ticket
Wrong Language at the new features with newest update
Netflow Destination View of users
Hi I m using the latest version of netflow analyzer. Please tell me where I can set the view of detailed graph view of top destinations interms of users in the network like we used to see in the older versions of netflow.
My pending approval madness with multiple approver
Hi! We have multiple Approver for our tickets and we encountered an issue with SDP OnDemand. We are fully OK, if ONE of our Approver gives his approval, but the problem is, that the ticket still shows up in the "My pending approvals" Icon because the other Approvers didn't approved it, because it is not necessary. Because of this, this icon became a major pain for them, because it shows many already approved tickets. Is it somehow possible to fix this issue? We found out, that they don't show up
Reminder Pop up
Quick question, should a screen pop up when a reminder is due? I have been advised that it should, but I have not seen it happen. Thanks Cathy
Onelogin and SD plus OnDemand
I am trying to set up SD Plus OnDemand SAML to use Onelogin. Everytime i try and put the the login url, login url and certificate if always gives me an error stating invalid file. Any ideas.
Help with Mobile Push-Message
I would like to enable Mobile Push-Message to our technicians but I do not understand how to do this since we do not use any proxy-server in our environment. Out SD-Plus server have direct access to Internet (well.... a firewall with policies in between of course). What should I do to make Mobile Push-Message work? Sincerely, Per
Theme Customization - Header Background
Would be beneficial to be able to turn off the gradient for the header background in the custom themes
SSL to Database for OpManager
I'm having trouble locating information about running OpManager with an encrypted SQL Server database connection back end (SSL). Can someone point me in the right direction (If it is even supported) Thanks!
Need ideas on how to apply better location based descriptions to a ticket
In our old in house Helpdesk, we had a simple diagram of a site, that might have multiple buildings, with multiple floors. A user would choose their site location, then drill down even further to their individual building number, then even further, to their specific room. Is something like this currently possible? We still have all the images of all the buildings and rooms, is there any area inside SDP that we could use to display these images and associate values to fields when a new request is
Creating request using API with slash in description
Hi... I am trying create a request using API and curl. In description field, request will have slash "/" and it is possible have other like :, \ like "C:\ does not have space"" But, if I use special caracteres I get error to create request. curl -d "scope=sdpodapi&authtoken=afa32af4d010a910ed524526d99d8b99&OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER:Monitoramento Zabbix, SUBJECT:Notificação Automática - DeployIT, REQUESTTEMPLATE:ZABBIX_NOTIFICACAO_AUTOMATICA, DESCRIPTION:C:\
Change request Custom Trigger
With the new custom trigger feature for change requests would it be possible to manipulate the 'Scheduled Start Date' with a script. What I would like to do is when a CHANGE request is CREATED and meets a specific criteria ( eg change category ) I would like to set the scheduled start date to 2 days from the current date. eg IF current day is Monday THEN start date should be Wednesday. I would also need to exclude weekend dates from the equation so if current day is Thursday or Friday then start
Issue EBS 12.2 Monitoring
Hi, I need to add EBS Monitor with 12.2 Version of EBS, but I have the following menssage error: but the result test is "Passed" thankyou for you help!
Error include script version 9100
Hello, i update SDP to version 9100. While open page for create request, i see two error 404 while chrome try load this script: http://servicedesk8080/scripts/attachment.js?9100 http://servicedesk:8080/custom/scripts/CustomScripts.js?9100 I found in [SDPhome] \applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\scripts only file attach.js this is normal ?
OpManager V12 Customization
Hi, I wanted to know how much customization can be done with the software, for example I noticed that in the business view a custom icon can be assigned to the equipments, however in the device template it can't be done neither in the google maps view. Is there any way to modify this so I can assign my custom icons to the devices? Thanks,
SMS Code
hi , when the End-User need to rest his password will receive notification code though SMS and The number of digits received 8 digits , is there any option to reduction the notification code though SMS from 8 digits to 5 digits .
SQL Database Move
I am very new to ADSelfService Plus ver. 4.5 as in, our team recently acquired ownership of the production environment. our DBA team has informed us they need to move our sql instance to a new server. what is the best practice for updating the sql configuration? i found this KB https://www.manageengine.com/products/service-desk/help/adminguide/introduction/setting_up_database.html#Configuring MS SQL but was unable to locate a file changeDBServer.bat and the KB doesnt really specify what version
How to edit information within WMI for user workstations.
Hello all, After some CSV import frustrations and a few tickets later I have learned that "Asset tags" can only be imported/updated through Windows WMI. I was wondering how I would go about editing/adding this information for client machines. Thank you for any assistance you provide.
email settings for MS exchange for incoming emails
we use exchange 2010 with service deskplus, notifications from the system of call activity go to technicians fine, what is the settings with use of exchange for using it for incoming calls, we have smtp for outgoing but dont see this an option for incoming emails, i.e. we plan to be able to use the email method of logging calls for those who are unable to access the helpdesk portal.
Link request showing after closure of job
I can't see this anywhere outside of going through the history of the job but I would like the ability to show all link request even if the job is closed. An additional button like 'Closed Link Request' drop down box or something else would really help understand the history of the job. Right now the links only show if the job is still active. https://www.manageengine.com/products/service-desk/help/adminguide/requests/linking-requests.html Also it would be nice if we could have a child parent type
Adding a comment on a project, should send notifications to all project members.
Good day, · Adding a comment on a project, should send notifications to all project members. Currently it only sends an notification to the project owner. Kind regards Renier C
The link for downloading the 9211 serice pack does not work.
When selected it goes to a "page not found" screen. Is this release going to be stable?
The object exporter specified was not found.
Hi I am using Server 2012 R2 in amazon EC2 instance and need to set up 360 logs on all servers When I try and Verify my details I get the following error. The object exporter specified was not found. 0x80070776 Any Ideas on how to fix this.
Hiding a Group From Technicians
Is it possible to create a group of technicians and make it invisible in the drop down for those in the group? For instance, not having the Yellow highlighted line below display on any technicians display. Thanks, Ken
Disable Servicedesk Plus dashboard tab
hello, is it possible to disable/deactive the dashboard tab for technicans? If not, is it possible to show only for every technican specific data? The target is that only the SDM has full Overview with the dashboard, but no technican. thank in advance Remi
viewing all tables of the database
Hi, How can i view all tables in my database ? I want to see for each table what are the rows and columns.
OPMANAGER-Manage Engine Data Collection Issue
Dear Team, I am new to OPMANAGER Manage Engine. I am trying to configure some performance monitors for NVR.I have succeeded in adding it.However the OPMANGER is not getting the realtime value.To be more specific I am getting an Alarm/Notification daily Once.Could you please shed some light to this issue. You can see the data collection date and time is 13th and 14th May 2016 and the count is only once. SRN-873S HD1Sts1 for .0 is INSTALLED, threshold value for this monitor is INSTALLED Attention
Recommended Browser
Hello Folk, I just upgraded application manager to version 12710. After the upgrade i faced some compatibility issues with the browser. What is the recommended browser after the upgrade and what could be the issues. thanks , Regards, JOudat
Linux support?
I read a few posts that Linux was on the roadmap for quite some time now. Does the current Linux agent support patch management? We don't have an immediate need and it's not easy enough for me to test it just yet. Last time I tested I believe it only did inventory. Thanks.
Version : 9.2 Build 9211
upgraded to the above, but know the users are unable to view previous request? some users are not appearing in the requester list either ? technicians can see all request? Regards Raxs
CMDB CI's hide or delete
Hello guys, We are doing a lot of work on the CMDB. However there are a lot of CI's default installed that are not deletable or cannot be hidden. Is this something that can be done in the future somehow please? For example: Document, IPS, NTP, Room sensor, IBM Mainframe, Unix server, AIX server, HPUX server, Mac server, Solaris server, DB2, Sybase, Cisco IP Phone, Video encoder, IBM Workstation, Unix workstation, AIX workstation, HPUX workstation, Linux workstation, Mac workstation, Solaris workstation
Dynamics AX Monitors
Soooo...There are Oracle and SAP monitors. How about Dynamics AX monitors? With the next release of AX due next year, they are supposedly targeting the bigger ERP applications as competition. It would make a lot of sense to have monitors for this application.
close the ticket when of stage get reject
Dear Support , Could please tell us when one of approve stage got reject the request should the ticket be open or close? Because we do have ticket which has 4 stage to approved for the ticket so the first stage has approved and gone to second stage has approved but the three stage has reject the request so the ticket should be close because one of the stage has reject the request
iPad Air App Single-Sign on Domain Issue
I have a lot of travelling users who have iPad Airs. When they are at a location and connected to the internal network, the iPad app does not show them the domain box to log into SDP via the mobile app. They only see the username and password boxes, but never see the domain one so they can't use SSO. We have multiple domains, so they need to choose the domain. Has anyone else had the same issue? The app works fine on an iPhone. Thanks, Eileen
Custom View - Category issue
Dear Team, Kindly help me for the below issue. Under the custom view category list is missing !! till yesterday it was working fine.Category is reflecting in all other functions(request ,report etc) Thank you Anujitha
How do I allow an entire category of solutions (85) to be seen by a user group?
I have recently added a user group (site and location), and we've rolled out a service to them. I'd like them now to be able to see all of the solutions within the service. How can I grant them the access to all of those solutions without having to go into the solution, unpublishing and republishing to all. If this can't be done from the front-end, how I do this from the back end using a query? Thanks, Adam
Schedule ticket status change from 'On Hold' to 'Open' based on 'x' amount of days
I have a specific service request that does not get addressed until 90 days after request submission. Is there a way to automatically have the request change from the template default, 'On Hold', to 'Open' without having the technician manually set the status change date? Ideally, it would automatically change to 'Open' 90 days after the ticket creation date.
SMS requester
Hello, We are planning to use service desk as a complaints system , Where we are creating any complaint from our customer as a ticket. Every thing is going smoothly, the last point is: We need to send SMS to the requester when the request is added. We have SMS portal that we can send SMS by sending email with particular subject to "mobile number"@xxxx.xxx by using the field E-Mail ID to notify we are able to send SMS to the requester. now the problem is that we are not able to change the field
SDP won't start - Application Layer Started...........(ugh)
Hi, I can't get SDP to launch. build 9211 - MSSQL DB - IE11 I stopped the services, renamed folder "extracted" to "Extracted_old" and did the RUN.BAT command with elevated admin privileges.
Performance per Technician
Hello, I want to design a report on tasks which show me the count result with the following criteria: 1. Group by Site,Group, Technician, task status 2. Between date A to data B I am running on MSSQL and Version 8.1.0 Build 8105 Regards, Javad
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