Technician Auto Assign issue
We updated to the most current update 9204 and now the technician Auto Assign is giving tickets to a technician that is on vacation. The technician has put himself on vacation in the Service Desk Calendar with the backup technician as un assign for the next two weeks and tickets that are coming in due tomorrow are being assigned to him. We have set up Load Balancing and was working until this morning when we completed the last update. We have power cycled the system that ME runs on. We have removed
Custom Status Not stopping timer?
I just noticed something odd since upgrading to the newest version. We have a custom status called Waiting for Response that is suppose to stop the timer when a request is changed to this status. Looking at a few requests, I noticed that the timer has not actually stopped and the time still keeps rising, eventually breaking the SLA rule. Is anyone else noticing this? Method to duplicate: Have a status that is set to stop timer. Change request to that status. Come back to request a while later.
how to hide server banner info "Apache-Coyote 1.1" for the security reason
hello how can I hide our server banner information for better security? I could hide X-Powered-By: Servlet 2.4; Tomcat.................................... I added these tags in Server.Xml file (Tomcat Config) : server="MyServerrrr" xpoweredBy="false" the xpoweredBy tag is ok but the Server tag doesnt work and still is "Apache-Coyote 1.1" please help me thank u
Need time spent added to report for technican's tickets by category
I have report in SDP build 9121 which gives me technician's tickets by category . I need to add the time spent on the request to this report which I assume makes it a query. Attached picture is part of the current report and i need techncians time spent added to this. I want to be able to specify the technicians name or support group will work. Is this possible?
Migrate BUILD 8121 from windows 2003 Server to windows 2012
Hi, I need migrate SDP 8121 from windows 2003 server to windows 2012 server. I Know the procedure for to do this but I don't know if there are some issue of incompatibility with the OS. Thanks and regards, Gerardo Cortés
ServiceDesk Plus 9205 Released
Dear Users, SDP 9205 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9205: SD-62522 : While importing users from Active Directory (2003 and 2008 versions), all OUs are not listed. SD-55876, SD-61156 : Support group created under a custom site in CMDB/Admin module does not get assigned to that custom site. SD-62498 : Able to perform upgrade / restore data / reindex in a parallel manner, when the server
Reports : Can I create a Weekly Worklog Report AHEAD OF TIME?
We have shifted over to ServiceDesk+ recently and I am trying to re-create a personal workflow that has greatly aided me. We are currently required to log all hours worked in a Worklog. Prior to ServiceDesk+ I had a Google Sheet (think Excel for those unfamiliar with Google Apps) that I used to track every minute of my time. I have to do this as I am not exempt, but instead I am still hourly. What I was able to do in that spreadsheet was to see both my "already accomplished" hours, and I could plan
Clear SDP of Sample Data
Should be a quick one. As above I've rebuilt the server and want to start from scratch please. I'm sure it used to give you an option to do this on install but the latest 9204 doesn't.
Background
Kindly cuold any one Help me change the Header background to image in Manageengine Regrades MB
Completed Request by Date By Technician
Guys, Since upgrading to the newest version of Servicedesk our Completed Request By Date By Technician doesn't seem to work correctly. It only shows the results for the technician who is actually running the report. I've attached the query below and double-checked the filtering options but can't seem to figure it out. SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",wo.COMPLETEDTIME "Completed Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT
Count of Request ID's
Ok Service Desk plus team, I have a new one for the great minds. I am using the following query to pull a report. What I would like to do is add a count of the request IDs to this report. Any ideas are appreciated. Following Query I am using. SELECT ti.FIRST_NAME "Technician", wo.WORKORDERID "Request ID", sdo.NAME "Site", scd.NAME "Subcategory", longtodate(wos.LAST_TECH_UPDATE) "Last Updated Time", qd.QUEUENAME "Group", std.STATUSNAME "Request Status", wof.UDF_DOUBLE2 "Technician timespent" FROM
REST API query using https?
Can the REST API be queried using HTTPS Reason being that our servicedeskplus installation is only published as https://servername and not http://servername I am trying to query and authenticate a user with a generated key however it is not authenticating
Change Module - Print Approval Information
When printing a change, it fails to print the Approvals tab on the reports. We would need this added for our annual audits.
SMTP notification issues
Does Desktop Central log Main messages with a log somewhere. We've converted one of our distribution groups to a dynamic group and Desktop Central is now unable to e-mail, it and I wish to see within the log why? Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
Proxy problem
Hi, I have a problem with my NFA Distributed edition 11 Build 11000. On both collector and server I have the notification "New update..... Please configure proxy." The proxy is configured with good credentials (tested with IE), I tested without proxy and the message is always here. Why? 2nd question : I wouldlike to upgrade from build 11000 to build 11001, is-it possible to do this from application?(I looked at the documentation with stop / start service and the updatemanager) Because I didn't find
Link in Workflow emails incorrect
I've configured a workflow on a resource and whilst PMP sends the email the embedded link in the email is incorrect and has to be manually corrected in the browser. How can I correct this? https://clan8blog.wordpress.com/
Change request ID format ?
HiIs it possible to change request ID format and put DATE+SEQUENCE NUMBER ? Like : AAAAMMDD[SEQNUMBER] Thanks
Duplicate Columns in Technician View
Version 9024 In Technician View the default layout is showing the columns duplicated. When you go to turn them off you will see more. I didn't notice if this was in the previous version.
REMOTE_IP_LOCKED on trying to export tickets in bulk.
I am trying to use the API to export certain details from a bunch of tickets in bulk. The problem is: at some point that is not always the same, the API call fails: { u'operation': { u'name': u'GET_REQUEST', u'result': { u'status': u'Failed', u'message': u'REMOTE_IP_LOCKED', u'error_code': 4001 } } } The first run, I received 145 tickets. Second, 10. Third, it failed immediately. What gives?
Estimate a technicians time per request
Hello, I am looking for a way I can put how long a request should take (estimate) then pull a report that will compare the two ( my estimate and work log time) Is there a easy way to do this? I have added a new "Time" to the request that is to represent this but when I run a report it is not totaled at the bottom like the closing time is. Also the "time" addition to the request will not let me put in 30 mins or .5 it has to be only a whole number. Thanks for any help you have. Ryan
Separate Support Groups?
I'm testing ServiceDesk for our site. I have a question regarding the initial groupings setup etc. We run a multi-campus college, (so 2 x Sites). On each site we have IT Support, so far, no problem. But we also have non-IT groups that, in the past, we have enabled to use the same helpdesk system IT uses. For example, as well as 'IT Services' we have a 'Facilities and Grounds' department that have 2 dedicated 'technicians', and a 'Catering' department that has another 2 x technicians, so any
Debug APM Insight
Hello team, we've got got error state "System.iO.Notfoundxxxxxx" while trying to start the APM Insight in the .NET. Anyone have face the same incident?
Add field to resolution
I would like to be able to add a new field to the resolution page. In my case, it is to identify a root cause of the reported incident that can be used for reporting purposes. I have tried to add a field, but it goes into the incident template instead of the resolution. Is there a way to do this?
Upgrade path from SD standard to Enterprise
Any gotchas with this? We are currently running a SQL install of the standard product and would like to upgrade to the Enterprise version without loosing any history/categories/solutions. Thanks in advance, Joe
Is there a way to monitor multiple logfiles in one directory
Hi there everyone, Is there a way to monitor multiple logfiles in one directory. I would like to add to my dashboard all errors that appear in my log subdirectory with multiple files in it. Is there a sollution for this problem? Thanks in advance, Paul
OpManager v12 - Can't not view info hdd and ram
Hi, I am using OpManager V12 software. Can not get hdd and ram info.
Searching by who resolved ticket
Hello, I am wondering if there is a way to search by who resolved a ticket. I know you can search by who created, or group, etc. But I can't seem to find a way to search by who submitted the resolve. If someone could point me in the right direction that would be great. Thank you!
Report Inquiry
Good day, Is there a way to generate a report that lists all service requests of a single subcategory with its details? Example: We want to keep track of Leave Requests, so we need to generate a report that shows the Requester, Date From, Date To in a table.. Thank you in advance!
How does the Approvals process work for SRs?
I would ideally like a request to not be "live" until after it is approved if approval is required. In other words, a tech shouldn't be able to pick it up or be assigned to the request while approval is pending. I have set the workflow to: "All approvers have to approve the Service Request" and made a task with "Automatically trigger tasks once Service Request got Approved" but the technicians can still pick the pending request from the list, work the task and resolve/close. Bug or am I missing something?
customizing engineers and so dashboard
can i customized my dashboard in sense of there are many engineers and I wish only few selected and on the basis off that dashboard customized?
Understanding SLA's when passing tickets to different sites with their own SLA's and Operational Hours
We are implementing SLA's into our version of SDP and just wondered how the SLA's are applied if the ticket gets passed to a different region with their own set of SLA's and Operational Hours. For example the UK are classed as the default setting, our operational hours are 8am - 6pm, our P1 SLA will be 1 hr response, 4hr fix. The Asia Pac region have their own list of sites with their own operational hours and slightly different SLA times and obviously are in a different time zone. If a ticket
How to reset Help Desk Software by ManageEngine ServiceDesk Plus | 9.0 - admin password?
Hi, We are running "Help Desk Software by ManageEngine ServiceDesk Plus | 9.0". It was configured by previous IT guy and I need to reset the admin password. I was wondering, how to do that ? Any help appreciated. Thanks.
Draft responses are saved even when the reply was sent
As the subject says, on several requests where a support rep has already sent a reply the draft response is still there and need to be deleted manually. How come these draft responses are kept? SCP build 8004.
NetFlow Analyzer 12 Interface Name
We're currently receiving NetFlow data from multiple PaloAlto firewalls. I've set the SNMP V2c credentials for the device up in NFA but can't seem to get the interface name from the firewall to populate NFA.
Change Look and Feel or Support Centre Plus
Hi Everyone, Does anyone know if it is possible to change the colors within SCP? I see you can change the look and feel of the customer portal, but not the main application. Thanks Daniel
Does using the network scan to scan Brother printers return meaningful information?
Hey there, We upgraded to the brand new SDP MSP 9.0. I know the version is different than the non MSP version but I believe the question is still relevant. I scanned an IP range on my network that had two different printers. It returned a sysDescription with an incorrect model number (NC-8300h), no Serial Number, and a useless toner supply number (-3 tenthsOfGrams, 150%). It looks like some Konica printers are returning some clearer results but the Waste Toner Box and Staple cartridge are returning
Default Calendar Permission
I have some problem. When I create a new Active Directory User with a Exchange account. I would like to change the default Calendar Permission. From "availability only" to "limited details". Is that possible todo in ADManager?
Netflow Analyzer Version 12 IP Groups
When trying to add additional IPs to an existing IP group & clicking save, the application throws an internal server error & the group is not updated. This happens regardless of the groups state (disabled or enabled).
Email filtering by attachment size
We have voicemails sent in by email as an attachment Around 20-30% of the incoming voicemails are actually empty - and of course we would like to remove this as a burden of administration by dropping or auto-closing these emails. I propose an option in the spam filter for attachment size (which would be used in combination with the sender/subject) Alternatively a field you can use in business rules of 'Total attachments size' (given that it can apply to all tickets, and it would be hard to list details
OpManager V12 - unable to start service after running out of disk space
We ran out of disk space where our OpManager 12 install was located. After clearing up disk space, we are unable to start the service. Error message: "The service Manage Engine OpManager did not start and has reported the specific error 0xffffffff" Below is the end of our wrapper log. Please let me know what can be done to resolve this issue. STATUS | wrapper | 2016/03/09 14:02:23 | --> Wrapper Started as Service STATUS | wrapper | 2016/03/09 14:02:23 | Java Service Wrapper Professional Edition
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