Import tickets and answers (conversations) from OTRS to service desk
Hi, is it possible to import tickets and conversations from OTRS ? I found import, but, I can only import tickets, or each conversation as new ticket, which is not an option. Regards, Branimir Pranjić
Service Catalog - Additional Fields
I have a problem on 9020/MSSQL whereby when Service Catalog items are being designed and you add an additional field through the designer these sometimes disappear and merge into an existing one. It's slightly annoying as the item simply disappears and merges with another you've added. It doesn't appear in the main list, so you have to delete what it merged with as well if you can figure it out ! Example: Add additional fields A & B through the designer, B disappears and when you view the main list
How can I stop from using large amounts of disk space?
I am running the 11.0.0.1 with a free license. About 4 months ago I found that the Netflow database was very large. I reinitialized it and doubled my disk space (to 12 gb) on the server. Again, the Netflow database is taking up all of my disk space. I am not sure why it's getting so large. Currently, the /pgsql/data folder is taking up over 8GB: /opt/ManageEngine/NetFlow# find . -type d -print0 | xargs -0 du | sort -n | tail -10 | cut -f2 | xargs -I{} du -sh {} 88M ./jre/lib 89M ./jre 173M
reinvent the wheel for moving from WSUS to DC?
Hi, I am hoping that someone can save me the hours involved in trying to figure out the best/easiest way to push patches. Specifically, the issue is how do I use test computer groups for patches and then release/approve them to production when ready. Currently, WSUS provides a very simple way in the creation of your own computer groups. I have groups like XP - test, Windows 7 test, etc. Also, we do not want patches that we've approved for production clients getting pushed to any servers as we
Which report should I run?
I have set up Custom Groups (Admin > Custom Groups) based on OU from Active Directory. For example: UK-Marketing UK-Sales UK-HR etc It has assigned the machines using SoM, so each custom group only contains the machines in that department. I will then bee using Self Service Portal to assign only software each department use. For example, UK-Marketing will need Software1 and Software2 but the other departments won't, however, I need to run a report for the machines in UK-Marketing to show what software
Can 'Group' be auto populated when Technician name is selected
Hi I wonder if this is possible? Thanks in advance Sonia
Netflow Analyzer 11001, Collector stops
Hi, we have just install the version 11001. It can be run for a few hours, but then collector stops at 12:30. Then we resume the service and it stopped again in around 12hours later. here is the log we found: [23:23:38:916]|[04-23-2016]|[org.apache.catalina.core.StandardService]|[INFO]|[156]: Stopping service Catalina| [23:23:51:010]|[04-23-2016]|[org.apache.coyote.http11.Http11Protocol]|[INFO]|[156]: Stopping Coyote HTTP/1.1 on http-8080| anyone can figure it out the reason behind? Also is
Design a report for average completed time of Service Requests
Hi I need to prepare a report with present me the average completed time in a date range between Date A and B for any service request which is grouped by the following fields: Site Category Note: I do not care about the other fields within the report. Regards, Javad
AD Service monitoring in application monitoring
AD Service monitoring in application monitoring
Windows Page File Utilization
Sorry of the noob question but, anyone know how to enable a monitor for windows page file utilization/size?
error in login
hi I installed manageengine appmanager on centos but when I want to login to web browser with admin username and admin password ,I get invalid username error.please guid me .
Transfer subcategories
Hi, How to transfer an existing subcategory from one category to another category? Thanks!
Delete complete helpdesk Site?
I set up a test helpdesk site and logged in some users. I have now set up my "proper" helpdesk site I now want to delete the test site. Is this possible?
Approval reminders
Hi There, Is there any way to set reminders for approval task in Service desk plus. Some of our tickets pending for approval for long time as there no reminder set to the person who approves it. Thanks, Kumaran
Service Desk backup error
Hello! I've got an error during service desk backup. Do you have any idea how to solve it? Thank you for your responce. C:\Users\a.osinskiy>cd C:\ManageEngine\SupportCenter\bin C:\ManageEngine\SupportCenter\bin>backupdata Starting.... Active DB Server = postgres Database connectionProp : null Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.SQLGener ator java.lang.InstantiationException: com.adventnet.db.adapter.SQLGenerator 25.04.2016 9:59:40 com.adventnet.db.adapter.postgres.DefaultPostgresDBInitialize
Changes tab - More customization needed
Please consider the ability to allow more customization in Change management. In this example, instead of plain text entries, the ability to choose between style options like; Text Drop down Check List Task ( Not just adding to Implementation tab) etc..... To add another example, for me a REAL checklist under the check list field or perhaps one for my roll out plan would be beneficial for me. Image of area I am referring to;
Technicians name not showing up in worklog
We have a single technician who can no longer chose his own name when he is adding a worklog to a request or change. Normally his name would show up as default in the worklog, when he is assigned the request, but this is no longer the case, nor is he able to choose his own name in the dropdown box. The other technicians cannot see his name in the dropdown box under worklog. We running on 9.2 Build 9200
Ability to auto schedule reminders or add to calendar via Templates
It would be great if you can auto set reminders for specific templates. For instance we have a template for AV Setups and currently I have to manually create a Calendar item in outlook each time I take ownership of a ticket so I have a reminder to set these up. If there is another way to accomplish this please let me know. thanks
Change Tag for the tickets
Hello, But default the ServiceDesk On Demand uses the tag ## on the tickets "Re: [Request ID :##$RequestId##]" What we need to do to change this tag for ** for example '"Re: [Request ID :**$RequestId**]" We already change all the reply templates and notifications, there's anything more that we need to do? -- Tainã Rodrigues
Hardware monitor
Hello, I upgrade OpManager to the new version (11300) and I don't find the view with "Hardware Monitor" in the new interface. Where is this view ? Help me to open my eyes please Regards, Delatte K.
how many request has been closed by technician?
Hi Dears I need a report to show me each of technicians how many requests has closed in the month i need : group technician month number of request that he/she closed in the month Thanx
Black screen upon logon (30-60 seconds)
Hey there, We're running version 5309 with GINA client 4.2.9 on our endpoints and several of our users have noted a black screen at logon that delays logon times by up to 60 seconds. We've replicated this issue and removing the GINA client removes the black screen and additional logon delay. Has anyone else experienced something similar or know of a known bug. I didn't see any comment towards this in the release notes so haven't felt a need to upgrade.
Resolve button for a Service request
Hello, Is it possible to have a resolve button inside a request similar to a close button? Thank you! Best Wishes Berkan
Using ServiceDesk for other departments?
Does anyone use ServiceDesk for multiple departments? In my organization it is currently being used primarily for IT requests, but we're thinking about implementing for the HR team to do case management. Would appreciate different perspectives on if it's suitable (I think it can work) and any tips on implementing this scenario.
Zoho Reports - Reporting on Item Field
I think I found a workaround to reporting on a field that isn't pushed to Zoho Reports. The one I needed was "Item" which doesn't show up in Zoho Reports. What I do is have Zoho Reports refresh every 2 hours. Gets me everything I need except for "Item". Then I schedule a report from SD+ to send a report of just "Request Number" and "Item". I then manually add that SD+ report into Z Reports. Then using a lookup column I combine both the auto uploaded SD+ data with my new report and create the reports
Approval does not work correctly
Hi, After upgrading to 9.2 is not possible to re-submit a request for approval for one employee. Possibility of re-negotiation is constantly used in the work, now it is impossible. How to fix it? Thanks.
Service Desk Plus Login
I am setting up Servicedesk plus and am using AD authentication for the technician login. I have disabled the in built admin account. I have been out of the office for a couple of weeks and have returned today to continue the configuration. However, when I attempt to login with the technician login, it takes me to the self service portal instead of the technician login. All my technician login's are doing the same and I can't log in to the product. Has anyone come across this?
upgrade servicedesk from 9204 to 9409 failed
Hi, today I wanted to upgrade our test server to version 9209. Upgrade went fine. Started the service again, it started. Briwsed to the server, page not found. Stopped the service, started the application with bin\run.bat. Got the following errors in the console (and wrapper.log file): STATUS | wrapper | 2016/04/20 12:04:45 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2016/04/20 12:04:45 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS
Application Layer Started....
Hi, I'm trying to install ServiceDesk Plus free for evaluation on a plain Windows 8.1 entreprise (French) Pc. But, when I start SD, a lot of things seems to start, but hang with message "Application Layer Started..." I've read on Forum to try to launch command "run.bat" from C:\ManageEngine\ServiceDesk\bin folder and I'm having this message: Port 8080 occupied Do you want to enter a different Web Server port ? Enter y/n y Enter the Web Server port 80 Web server port was occupied initially. It is
import data from external application (exchange, lotus) to the SD+ calendar/schedule
Is it possible to import (via import file or via SQL) calendar related data into SD+? Instead of entering holidays and leaves in both our calendar application AND SD+, it would be fine to import events into SD+ Thanks for any hint Best regards
Privledge to mark FCR
With the ability to mark requests and incidents with FCR, is there a way to limit the ability to do so? Within the Technicians, is there an way to turn on or turn off the ability to be able to mark a request/incident with the FCR flag. If there is currently not an option, Then any technician, who does not take phone calls, can use FCR.
Request Templates - Contact View - Default Field Values
Hi All, I have a Request Template which has a contact view to allow customers to submit requests via the Customer Portal. When I add fields (e.g. Priority) to the form, I cannot set the default value. This is resulting submitted requests having no priority and therefore no SLA. Can someone point me in the right direction? How do i set field default values for requests made via the client portal? Thanks Dan
Homepage change
How can i customize my homepage appearance? I only need a quick access button to make a new incident i use Servicedesk plus v9.2
Service Control Manager
I apologize if this has already been a topic but I just installed the latest version of the ServiceDesk plus and I am getting an error in the event viewer stating "The ManageEngine ServiceDesk Plus service is marked as an interactive service. However, the system is configured to not allow interactive services." This started happening after windows updates I believe as it was working before that. Is there a way to get this fixed?
Monitoring ESXi with OpManager 11.6
The read me file for OpManager v11.6 states that the option to monitor VMware devices via ESXi servers has been withdrawn in favor of monitoring via vCenter. Can you provide clarification of that? I have customers that either do not have or do not use vCenter for a number of reasons. Is there no configurable option to monitor VM devices via ESXi in this release? Full monitoring support for VMware devices via vCenter. The earlier option available to monitor them via ESXi servers is withdrawn. VMware
Partition Alert Incorrect Infomation.
Hi, we received an incorrect alert information from Performance Monitors, alert shows 113% the partition alarm, This server currently have 992GB free space out of 9TB capacity on drive E. Is there a limitation on monitored capacity for every partition? As how come it shows 113% partition alert. Partition Details of the Device (%) for E:\ Label:XXX-XXXX-02E Serial Number 2cee6fa5 is 113 Percentage, threshold value for this monitor is 90 Percentage
Software Deployment - Preload Package; error saving the config
Hello, I just wanted to test Software Deployment with pre-loading the package. This would be useful for roaming users with slow internet/VPN connection. So I copied an existing (and functioning) configuration for installing software and then I enabled "Copy Folder To Client Machines". When I tried to save the configuration, I got the error message: Installation Switches/Arguments is not defined for this package. Click "Modify Package" to define install switches. This cannot be correct, the package
No Windows 10 Support
In opmanager 12 I notice there is no Windows 10 Template. That seems a bit odd. Also on desktops Windows 7/8 and 10 no RAM or HDD details are being pulled. I am using WMI (full domain admin). The desktops are on the same subnet as the opmanager server and there is no firewall etc Bob
Exchange Reports
Good Morning, We use the reports quite often, however, we are not able to find the right way to get a full mailbox permission report. We are able to see almost all other attributes, but we also would like to see mailbox permissions before applying any changes. Is this possible?? Thanks! T
Failed Attempt To Read File / False Positive
We have a large common file share between all of our departments, and many of the folders are locked down to specific users. What I have noticed is when a user runs a search for a file/folder on that share, it generates many false positives of "Failed attempts to read files", when in reality, it was the search query attempting to read the file, and not the user themselves. Is there a mechanism inside ADAP to remedy this? I do understand why it is occurring, but it makes it look like the user
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