Available list of technicians to select for various change roles
We are trying to understand why only some of our technicians are able to be selected for a given change role on some changes. Example we want to select a technician as a Change Implementer, but when the list of technicians comes up only some of the technicians are listed. What is determining which list of technicians are available to be selected for roles like Implementer?
decommissioning of support GROUP - can't hide on drop down lists
There is no feature to decommission the support Group meaning that once it was created it remain visible all the time. We understand that the group cannot be deleted when there was any ticket closed in this group, but there should be an option to deactivate \ hide no longer required Group. The deactivated group should not appear on the drop down lists e.g. when creating new ticket.
Outlook conversation functionality doesn't work with tickets
Hi all, All our tickets from service desk have one subject per ticket (##$RequestId## $Title). We made this to have ability to see it grouped in conversations in Outlook. But. Microsoft has changed "Conversation" functionality in Outlook. Now emails are grouping to conversations only using Conversation ID (wich is not filled by ServiceDesk Plus), but not using subject field (as it was in earlier office releases). Does anyone have a solution to this issue? Is there a way to make all same-subject emails
Send a notification email to a user different than the requester
Hello! Hope you are all doing well. When creating a certain service request, I need an email notification to be sent to a specific email whereby this email's receiver is different than the original requester: A person X adds a service request. He gets an email notification that his request has been registered. Another email notification of this request is automatically sent to another person Y (X's superior for example). Is this scenario achievable? If yes, kindly guide as to how I can do it. Thank
Custom Actions
Hi All, I want to create some custom triggers for ServiceDesk, but I have no idea where to start. I know were to set them up, and I understand that part. However I do not know what format the script should be. I am no java dev so I am not sure if I should create a .vbs script which I then call from the .bat file or write the action in the .bat file. I am also not sure what "language" I should use. Do I use the standard API to perform the desired actions or is there another format for the
add request sample using java
Are there any sample java code to add requests in ServiceDesk plus application
Change / Request / Problem Categorization
Hi, How we can have separate categorization for different modules? We need to configure the category / subcategory / item for incidents separately than service requests, change and problem. Regards,
Reply box formatting problems
In a request when I click Reply, I have my signature formatted for the bottom of the reply. We also use a template. When using the backspace key to remove extra spaces (I do not know why these are here in the first place) it actually ADDS lines to the text box! I have to mess around with different selections and combinations of Backspace and Delete before I can get the reply properly formatted. Also I have selected Verdana as my font for my signature but in Outlook it is still coming through as Times
Important Note at the top of reports
Hello, This started appearing at the top of reports recently - IMPORTANT NOTE : The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries. Please can you tell me what it means? Thanks Bruce
report by group
Hi, please provide query to create report for all technician under specific group Example: I need report all technicians under "CIMS" group with details group name / technician /email address thank you
Request module limits message after update 9207
After installing the update 9207 in each message of scheduled reports added "IMPORTANT NOTE : The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries."
Problems and errors gettign full use of the ADMANAGER PLUS app on both iPhone and Droid Phones
I have ADMANAGER Plus installed on my domain and from the web portal it works fine and without issue, However when I try to use the App (either with the internal or external IP address I get only partially function and errors. This is replicable on HTC One M9 (droid) and iPhone 6 and 6s Issue description: Once the installed on the device I can enter either our internal or external address for this function along with the appropriate port and hit save. The server name is verified and it jumps to
Forum Software
Hi What software are you using for the forums themselves, i.e. the Pitstop Forums. Is it available commercially? Bob
Exchange Patches and Rollups
Does Desktop Central support Microsoft Exchange 2010 updates and rollups? I tried searching for "Exchange" in the Supported Patches view, but got only get results for Exchange 2013.
What's happening with CCleaner-English (5.17) patch support?
Couldn't download this patch? Thanks, Zahid
Manageengine ServiceDesk Helpdesk
Dear Team, Helpdesk ServiceDesk stopped responding, the Server is UP and ManageEngine Service is running. but webpage is not displaying. What should I do?
Netflow Analyzer fails to retrieve interface names on Palo Alto firewall
I'm trying to get Network Analyzer to process netflow from a Palo Alto firewall, but NA seems to be unable to retrieve interface names and the volume calculations are completely wrong. Palo Also has advised installing mibs from the following location, but I do not know how to install the mibs. Please advise. https://www.paloaltonetworks.com/documentation/misc/snmp-mibs.html Thanks, -chris
Maximum Concurrent User Tickets Limit Exceeded
Please help!
Auto set "requester details" field with technician information
We have a large number of technicians who enter in requests which they themselves are tasked with completing. Then we also have technicians who need to specify that a request is being created on behalf of a user. For us it would be beneficial if instead of providing a blank "Requester Details" area as seen below: We would prefer to have the "Requester Details" area automatically populated with the "Technician Details" of the technician who was creating or inputting the request or incident into the
Action Log Viewer shows installed yet pc not in inventory
Upgraded to latest version. Have windows 10 computers on the network that aren't showing up in desktop central. Modified the gpo script as specified in https://www.manageengine.com/products/desktop-central/agent_installation_windows_gpo.html. Action Log viewer in Desktop Central says installed. I know for a fact the pc is on but it's not showing in inventory. What gives?
Use-case 6: How About Pre-staging Users In Active Directory?!
We all know about pre-staging computers. How about pre-staging users accounts for employees that are likely to join in a while? On the User Creation Templates, you can disable the user account while creating accounts. Once the employee joins, you can enable the user account on will. Step 1: Kindly go to AD Mgmt --> User Management --> User Creation Templates. Step 2: Click on Create New Template. Step 3: Kindly fill the information pertaining to user creation on the templates and also, check "Account
Is there a way to manage AD User accounts?
I have an app team that uses and shares Test accounts that are AD based. Is there a way to automate the password change of these accounts? Note: These are NOT Service accounts running on servers. They are normal AD UserIDs. Thanks Cris
Is it possible to get alert when a specific folder access denied?
Hello, I have been trying to get alerts when a specific network share folder access denied for a few hours. I was wondering if anybody tried this before and have a quick answer for me. I can watch the location using "Share Path" option on the alerts but I cannot find how to set access denied. Thanks, D.
Monitoring HP Nonstop and Mainframes
Hi team, Can Applications Manager monitor HP Nonstop systems and mainframes? Can you briefly explain to me any possible options?
SDP RoadMap: In Design - New UI for Request list view and details page
Hi All In Design New UI for Request list view and details page(c) https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html It means new UI like UI of Cloud SDP ??? http://odarchuk.com
Migration to new server - restoredata
I am trying to migrate to a new server and understand this should be possible by using restoredata However the backup now comes in 2 parts and I do not know which file, part1 or part2 to use, or do I need to do both? It also asks if this is a production build, what effect does answering yes or no have? Also this is now a restore of a mysql backup to a postgres database, will this work? Nick
Project Templates
I'd like to be able to define project templates when you define a project type. In this template you would define the standard tasks and milestones that would be associated with that project type. That way, when you create a new project, those tasks and milestones would be automatically created under the project. That way, project managers would not have to create all those tasks and milestones manually. They can create new tasks or milestones that are unique to the project and, since the standard
Report publication on WebSite or something like that
Hi All ! We bought ManageEngine Tools like AR+ ADA+ etc... I'am wondering if it's possible to publish/upload some of reports on our intranet Website dashbord (where it's not mandatory to log in) ? Thank's.
Bulk Importing Smartphone as an Asset
I want to bulk upload our iPhones to the IT Assets > Smartphone. What is the correct csv format as I would like to create one?
USB GSM Modem
Hi I am currently having issues with getting a USB GSM modem to work under ESX 5.5, I was wondering if anyone else has tried to get this working in a virtual environment and if so what make and model of USB GSM modem was used. I have been unable to find an up to date list of supported modems at all which is a shame as most of the rest of the documentation around this solution is a pretty good standard. Thanks
Incorrect number of monitors displayed for windows 10 computers
For Win10 computers, the second monitor is missing. For Win7 everything is correct. Has anyone noticed this and is their a solution? My asset reports are now screwed.
Support Groups
How I can remove support groups from a site? Also I try to delete support groups but I can't. I check for request, changes and task related in which the support group is in but when I try to delete ServiceDesk display a message saying: it cannot be deleted.
Connection to Azure SQL Database
Hello, We have an azure Virtual Machine and i would like to connecto to an SQL Databse within the same Azure Environment. Does anyone has experience with Azure and how to dealwith this.. Thanks!
change name of site
hi all. we have some problem: for example we have 2 site - test1 and test2. yesterday test1 was deleted, all associasion move to test2. new tickets created with test2. but, all old tickets still have in field "site" test1 and test2. how we can fix it automatically? thanks for your help. sd - 9003, database sql, if this information will be usefull.
Unreceiving an Item or Editing a Closed PO
Hello, Is there a way to unreceive, delete, or edit an item from a PO after it is closed? For Example: I purchased a few items. Created PO. Received the items and close the PO. Days later I realize the items I purchased was a mistake and now I need to return the item. Is there a way to go back to the closed PO and remove that item?
Where is "expand all" link?
Hi , Our client just asked where is the 'expand all' link in version 7 as it used to be in version 6. I checked the admin guide of V7 and it appears this function should be there. Can you add this to the next hot-fix? thanks. Meg93zhen
Approval notification \ Additional notification to another specialist
You can add an additional notification to another specialist when the request had been agreed? Add the *Additional notifications in the "Submit for Approval" window (notify the following specialists on the results of the approval). Thanks.
What about SDP known issues?
Hi guys, What about these two known issues? Do you have the planning of the next package? Thanks.
Is it possible to change template used in a service request??
It doesn't seem possible in the application to edit a Service Request created by a template and apply a different template. (wrong template applied in the first place). Is there a DB query that can accomplish this? I want to get rid of some obsolete templates but I can't since they are being used. (marked for no further usage now). If I could get the request id's that are using the obsolete templates, (which I have a query for already), then I would like to apply the newer template to the request.
VPN Users - Duration Question
I've read a couple of posts that say that the VPN User Duration is calculated as a total session time for the IP the user is coming from. I don't follow this, but my question is...I simply want a report that shows how long a user was signed on for that time period. I could care less that in total they have a Duration of 40 Days. Can a report be made that shows all users that logged in, let's say the past 24 hours, and how long they were logged in per session. Example: 5/25/16 1pm - I logged in as
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