ServiceDesk Plus 9209 Released
Dear Users, SDP 9209 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9209: SD-62738 : Field & form rules are not applied when criteria contains pick list additional field value as 'Not specified'. SD-62255 , SD-62441 : Dependent child tasks are not triggered on closing parent tasks. SD-62740 : Exception while editing requests having inline images without src tags. SD-62723 : Support group changes to
Notification Rules - Content Variables - Asset Name
After update to Build 9209 the Content Variable Asset Name "$CIName" in Notofication Rule Messages isn't resolved correctly. Instead of the assigned Asset Name from the requester the variable text "$CIName" is shown in the notification messages. This problem occurs in every message the variable is used. All other variables will be resolved as they should. What could be the problem with this variable ?
Action: Duplicate a purchase order
I'd like to recommend a button for duplicating a purchase order. We have a standard build of items that we like to see itemized on the PO and then added to assets, and so we'd love to be able to just duplicate the purchase order. Thanks, Adam
The problem with a limited field incidents
Hi ManageEngine, I need your help. During the implementation and configuration of SAP I can not create additional fields in the template incidents. The module helpdesk -> Incident - Additional Fields "Add Field " is not active , I get the error " You have Reached the 90 fields limit" Please urgent help to increase the limit or giving a workaround because it stops my work and the work of the majority of the company. My version of SDP: 9.1 Build 9119 Regards, Paul Mroczek
Incident and services in same Template Categories
Hi, how can add new incident in the Template Categories , I found this Feature upgrade SDP to 9.2 Build 9206. thank you
Customize Login Page
I found where change the logo on the login page, but we want to create completly new login page, for each partners. Is that any way to do that? Thanks in advance.
Giving credit where it's due
So let's say I have a Service Request come in, TECH A takes the request and works it, now TECH Z has a job to do next. Does TECH A get credit for finishing his part quickly even though TECH Z may take a while to finish theirs? What if TECH Z is working a task given by TECH A that takes days, would this mess up TECH A's metrics? Thoughts on this please? Thanks
ServiceDesk Plus - Notifications Stop Working
Hello All! I'm currently experiencing an issue wherein, my Notification Rules appear to have stopped working correctly - I have had no issues until recently the rules I am running are; Sender DOES NOT Contain : @mydomain.com As we are an internal company helpdesk we do not want to send notifications to external partners if they contact us. the other rules I have in place are; Sender is NOT : specificemailaddress@mydomain.com - we have a few systems sending logs to our service desk - and they do not
Delete user from DB
Hello. Could you tell me how to delete SDP user from database (query, mssql)?
Cant start the SDP server after backup restoration
Hi All, The server doesn't want to work after restoring of a full backup. The SDP build is 9200, the DB server is MSSQL. I'm trying to restore the backup to our test environment. Before restoration the server worked fine. The script run.but and wrapper log shows following: STATUS | wrapper | 2016/05/06 09:36:34 | Launching a JVM... INFO | jvm 1 | 2016/05/06 09:36:38 | WrapperManager: Initializing... INFO | jvm 1 | 2016/05/06 09:36:42 | This evaluation copy is valid for 28 days INFO |
Request "how do I" questions
Can I assign a request to multiple Technicians? I know I could do tasks but I want to give a given set of tasks to a "team" of 2-3 people and setting them as the assignee at the beginning would be better. Then either or both could work the change. And is it possible to set the FCR flag at the RESOLVED stage as opposed to the CLOSED stage? maybe even set it from the list view? When printing, is it possible to control which boxes are checked in the print preview? By default, all are checked, we'd like
MSP Device Based Billing
Hello All I am testing ME SDP-MSP and I am a device based MSP. We base our Services on the amount of devices we are supporting for a company. I thought I figured it out under Billing Rules. Does anyone have instructions on hour to setup a monthly bill based on x amount of money per workstation?
ADSelfService 5.3 BUILD 5313 Error Code HTML (Verification Code to a user's)
By using html code is not recognized, remove the headwaters of the code. Nullifying the notice to the mail. I have validated under the environment with build in 5310 and works Ok the same configuration. Help, there is another way to configure this option? https://www.manageengine.com/products/self-service-password/help/admin-guide/Configuration/Self-Service/verification-codes.html
Summery Report
Hello, I want a report on ServiceRequest with the following criteria: Count of request group by Category, Subcategory, Item, Status respectively Between Date A and B I am running on MSSQL and Version 8.1.0 Build 8105 Regards, Javad
Email template for support rep marking leave in the calendar
Hello, I would like to modify the email template for support rep marking leave in the calendar. By default I have : Hi support rep, Request ID xxx is appended with new reply from xxx .You have been chosen as a backup Support Rep as support rep is unavailable. Request details are: Created by: System Due by date: Wed, 11 May 2016 14:39:11 +0200 Category: Title: Description: Is it possible ?
New Alert via email
How do I setup new alerts in Exchange reporter that will notify me when an event happens? Dave Edwards
Active Directory user login problem
Dear Team, I have import AD user and enable authenticate after this step I have tried to login AD user but unable to login "check user name or password" I have carefully check domain name during login all fine but AD user unable to login. jahagir mughaljahangir512@gmail.com
Memory Utilization Monitor
Hi Team In my Company we have a problem because we have many servers with linux installed. The problem is when the administrators tried to check the memory utilization monitor and the monitor don´t show the same information that the server when they run a command. My question is Is it possible to change the command line in the memory utilization monitor or is possible to put a new monitor about memory utilization for the linux servers. Thanks Waiting for your comments.
Last Logon Location
The AD Report "Real Last Logon" shows when accounts last logged on and the number of times that account has logged on. I do not see a column that lists where the account logged on from. I know this information is in the Security Event Log. Is there a report that would show this along with the last logon time?
User template hierarchy
Is it possible to create user creation templates that have a hierarchy? For instance, I would like to create a store template with basic location info, then create a job template for that store that uses all the template settings for the store, but job specific attributes in the job template like the manager or something like that. This would be useful because I would be able to keep things like addresses consistent and uniform, I change it in the location template and it filters down to the job
performance of "Search AD objects" Searchbox on AD Manager Plus extremely slow
searching for a computer object using the builtin "Search AD objects" Searchbox on AD Manager Plus extremely slow. at the moment, it takes approximately 30 seconds to return with a result when a similar search within the ADUC comes back within 1 second or less. are there any changes that i need to make to speed up the retrieval time? Regards, Dave
ELA: How much logs in terms of GB are being collected in 30 days/year?
Hello, Is there a way to find out how much logs in terms of GB are being received in a month or a year? Is there a query we can run on ELA MySQL DB? Thank you.
Suggested Solutions Not Opening When Requester Clicks on Them
When a requester clicks on a suggested Solution or Announcement while typing in the Subject line of a new request, nothing appears other than a title bar stating "Following suggestion(s) might help resolve your request. Please review the suggestions before submitting the request." Requesters successfully open items from the Solutions tab and can open Announcments without issue. We are on build 9209. Has anyone else seen this or have a suggestion on how to troubleshoot it?
In Use like state
Hi, Is there any way to duplicate a 'In Use' like status so that I will keep user as well as group information on my device? If I use an 'In Store' I loose all the information and I don't want that. Thanking you in advance, Cédric
OpManager Google Maps
Good day: How does one go about setting the default location for Google Maps (under Business Views) in OpManager? I get to where my devices are and if I shut down the browser and open the map again, I'm in Palo Alto, CA. I've found that whenever I click the "Return to last result" button (on top left of map) it also returns me to Palo Alto, CA. I would like that button to take me back to my "default" view, any one know how to do that? thanks, --rob
Can't start Desktop Central
Can anyone help me start Desktop Central? I'm getting an Error ID 7024 in event viewer. A window also appears saying "If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 1." I'm trying to run this with a Domain Admin user, so rights shouldn't be an issue. Thanks!
Notification to more then one person
Hi, I activated the email notification when a new request is created but I would like to sent that response to not only the reuqester who made the request but also the account manager for that client. Is there a way I can do this? Thanks
Send "Soon-to-expire Account Notification Scheduler Notification" to manager only
Is it possible to do this? Our HR team would prefer this goes to the users manger rather than the individual whose account is expiring.
15K new interfaces visible for a single device.
Hello, I'm able to see 15K new interfaces on a single device. That device is a Cisco router with not more than 6 Interfaces on it. What can be the issue? The configuration on the router is as below ip flow-cache timeout active 1 ip flow-export source Loopback0 ip flow-export version 5 ip flow-export destination 10.1.40.70 9996 Interface FastEthernet0/0 ip flow ingress ip flow egress Regards, Yash
Problem With Licence
Hello Guys, I have a problem when I apply a file licence by command. This problem is the follow: [root@socprtg02 troubleshooting]# ./applyLicense.sh keylicence.xml Context is /fw Context is /fw License upgrade started May 6, 2016 1:07:01 PM com.adventnet.la.util.LicenseUpgradeUtil main INFO: License File is not avilable under working directory. Please Enter License file Path... I press enter and after I wrote [root@socprtg02 troubleshooting]# ./serverStatus.sh Context is fw Context is fw Firewall
Editing Reports
Is there a way to modify how the report represents information? For example, a custom report seems to categorize and organize events based on the "Event-source" such as "Service control manager". It would be much more usable if the reports categorized by the Event ID. This current report could have 4-5 different Event ID's all included in the same portion but placed randomly throughout the list. When reviewing a large amount of events, its difficult to have different event ID's all mixed in together.
AIX Permission issue on a file from opmanager ssh script(script template) but accessible through putty with same credentials
Hi Team, I am working on a customized shell script for AIX machine. Where I am not able to access a certain log file through Script template , which shows permission denied. But when I try to access the same file using Putty with same credentials , I am able to access it. Please tell me , whether I have to ask for any special permission to access that ? AIX admin people recenly gave full permission to that log file. which is accessible through Putty session but not through the script template.
Adding form controls at run time
So what if I want the user to be able to duplicate a set of controls at runtime in a Service Request template? Say I have four fields, Name, Age, Level (pick list), Grade. I want them to be able to add another set for a second person, and a third and so on. Something like a repeating region in other apps. Possible maybe with Javascript? Alternatively, is it possible to refine a table I add in the description section using width, border-collapse, background color of a cell, font color, etc. Thanks
Select multiple rule in work flow rules
Dear Support, Can we select one rule to multiple template in the work flow rule for the service catalog? PFA
Does SDP has capability to scan attachments while uploadin to help desk portal for infections?
Does SDP has capability to scan attachments while uploadin to help desk portal for infections?
Outgoing mail server settings wiped out
Every time we restart the manage engine service, the "outgoing mail server settings" are wiped out and we need to re-enter them and manually start the mail fetching. Any ideas what would cause this? We need a fix.
How to embed widget
According to the current How To "You can embed a widget or a dashboard using an <iframe>. For the benefit of those who have not seen the procedure posted in our forums, here are the steps: Embedding a Widget The code snippet to embed a widget is given below: <iframe src=”http://OpManagerServerName:Port/generateWidget.do?widgetID=194&widgetWidth=520” width=520 height=400 frameborder=”1” scrolling=”no”> In the above snippet, replace the src name with the actual host name and the port number on which
interfaces not discovered in Netflow Analyser
Hi, I'm working with OpManager version 12. the devices interfaces are discovered in OpManager but not in Netflow Analyser module. Whar are the possible reasons?
Output Discards on switch port does not update to reflect new status
I have a problem. Multiple switches are showing a polled value of something other then zero. For example, I had output errors in a port and it says last polled value is 3299. after making a switch change I cleared counters and that port is saying zero discards for the last several days. What do I need to do to have Opmanager reflect this. Removing the counters and re-adding does nothing and still is issuing alerts from old data. Suggestions???
VPN Report having Fortigate firewall
Hi, we have a Fortigate firewall and Firewall Analyzer 8.3. I would like to configure FA to do VPN report. I have a Fortigate with 5.2.4 firmware and 2 vdoms (I have configured suslog on the fortigate). I have configured the FG syslog as you can see in this image: But I'm unable to have VPN report Best regards Luca
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