Small Bug - Styling of Support Tab
I'm not sure if this is the appropriate place to put this, so apologies if it isn't. I am currently evaluating the ServiceDesk software and noticed an issue related to the styling of the Support Tab page. The section headers don't seem to follow the options set in General Settings > Theme. Just a small thing that's definitely not a deal breaker. I like what I see so far
Custom Views for Changes
Is it possible to create custom views for changes? There is no "settings" drop down that allows me to create a custom view.
Business Rule with VIP User doesn't work well
(Post relevant to ServiceDesk Plus build 9120) Hello I have tested this rules in many different ways. It works well except for the VIP User. I check if the VIP User is Yes. If this rule is at the first place it will works. If I organize the Business Rules and move the rule down, it won't work anymore. (as in the Picture) I can't set it at the first place because I want to add another rule before which stops the cascade execution. I solved this problem by checking the Requester Names. Regards Markus
Understanding, how and when Configurations are executed (zombie configs or not taking action)
Hello @all, I am currently testing, whether we could disable the netlogon-scripts and instead use a user-configuration which gets deployed at every logon. During my tests I have had some strange issues: 1. I have had a couple of batch scripts uploaded into the script repository and I had several user configurations to deploy these batches during login. Some of them did not work very good so I moved the configurations to "trash". But at the next login they were still deployed! I can even see the entry
Domain Certificate push
Does anyone know if there is a way using DesktopCentral to push Domain trusted certificates vs using AD Group Policy?
Custom triggers help
Hi, We would like to utilise the custom triggers to ensure technicians are logging tickets properly, is it possible to have a message pop-up on screen to prevent technicians from logging tickets unless they have the correct criteria? For instance certain Request Types should only be logged as a P4? We would also like to have the ability to send an alert email to a group of people when a P1 is logged. Thanks in advance Lynne
Crateddate RestAPI
Hi, In my enterprise, our monitoring tool only send incidents to SDP 30 minutes later than incident's real time. It's a particular workflow. And "Created Date" field on SDP Ticket must be filled with real time of incident, occurred 30 minutes before. I have read SDP Rest API documentation and there's an information about "Created Date" attribute. What time stamp (format) should I do to fill this field in Rest API? <Operation> <Details> <requester>thiago.paz</requester> <subject>Created Date attribute
Custom Request Template deletion...
I'm assuming that a request is tied to a request template when it is used, cause I have some old request templates that I created that we don't use anymore and tried to delete them unsuccessfully. Is there any other way to delete the request templates? I've got like 50 request templates and a good 10 aren't even valid. can someone shed some light on a way to delete them? Forgot to include that I'm on 7.6.0 Build 7602
AD Issue 9203
Hi all, I'm unable to run a AD Scan with Domain administrator credentials. http://i.imgur.com/mJosJoz.png It's not listing the OU structure in the scanning wizard. any ideas? Many thanks,
Anti Virus Exclusions for ServiceDesk Plus
Hi there, I am wondering if there are any AV exclusions that should be put in place to improve performance? We are on 8.0 build 8026. Thanks
Custom Views - Relative Filters
I have several Custom Views that are used to do some Q/A on our requests with criteria to pull up specific requests for review. Ideally I'd like to be able to set a time filter on these views that is relative. For example, rather than saying Created Date: Greater than or equal to 2/22/2016" I'd like to be able to have the filter Created date: Last Week This would allow smart views that keep the context of why I set my time period for that Custom View. Otherwise including time is not very worthwhile
Calculation to establish date
Please reference the attached file. I would also like the "Latest Start Date" to be automatically populated after the "due date" is entered after the ticket is saved. The calculation would have to take into account the "Estimated Hours for Development" and "Estimated Hours for Testing" (These two fields should be found on one of our templates). All technicians will have an 8 hour work day, excluding weekends (regular work week). The technicians will only be able to commit 50% of their time. This
Unable to monitor OpManager itself via WMI
Hi, We have OpManager installed on vm (vmware) Windows 2008 R2 based. I'm unable to monitor this server in OpManager via WMI. SNMP works fine. Whenever I'm testing credentials SNMP says 'passed' and WMI immediately (no longer than half second) shows 'failed' like it wouldn't try to connect at all. I've compared snmp, wmi config on that server with almost same vm machine running same os and configuration is almost 100% same. That other machine is being also monitored via local admin account in OpManager
Windows Server 2003 R2 enterprise service pack 2
Hi, I have a virtual machine with a Windows Windows Server 2003 R2 enterprise service pack 2 installed on it. I have configured the snmp service and the community on the server. Actual snmp service state is active and running. The problem is that when is added on the OpManager v11600 and I assigned the credential, in the snapshot of the device says that the test connection was successful but when I try to see the server process it shown this message "Please check whether the device is SNMP enabled
Send technician a reply menu item for requester
Hello, When a requester is logged in and creates a request. One would expect when you go to the reply menu, you would see a 'Send technician a reply' option, but the current reply option seems like it is meant for a technician. Could this be added? Regards, Kerim Berkeveld
SDAdmin group
Hello, Does anyone know if it's possible to see who and when a technician was removed from the SDAdmin Group within Service Desk Plus? And if it is configured to use Active Directory authentication, can AD audting be used to monitor any changes?
Windows 10 Support
Our organization is testing whether or not our clients are ready for upgrades to Windows 10. As we use Desktop Central on our servers with the agent on the machines, we want to make sure that future machines with Windows 10 are supported. If not, is there any rough time frame of official compatibility?
VIP flag not working for some requesters
Good afternoon, We are using SDP 9.1 build 9105. We use VIP flags on certain requesters, and have business rules set up using the VIP flag to determine priority for requests. This seems to be working for some VIP requesters, but not all. Specifically, for some of the requesters, the VIP icon does not show next to their name on the Request summary list, and the requests are not being reprioritized as they should. Other requesters are working normally. Is there something I can check to tell the difference
Track and Manage REST Services Where?
I'm trying to populate a system for our sub-group to handle service requests. We are a GIS group and we manage GIS documents (filename.mxd) that are used to create REST Services (domainname.com/rest/service/name) that are used by web-based map applications (domainname.com/webmap_name). Would I create CI's for all of these and just relate them? I'm wanting to create tickets that would be similar to the following: Webmap X isn't working. Customer can select the webmap from a list of Assets / CI's?
Field & Form rules
Dear All, I had set "Field & Form rules" in Inciden template , but It's not execute (Image attachment) Have anybody help me , pls ? Tks Hien
Edit Login Name and Email for User
Is there any way to edit a user's login name and email address?
History does not always update with all actions on a ticket
Hi, We have noticed that the history tab of tickets (incidents and SR´s) do not always update with all actions that have been taken on them. We have an example of one ticket that was passed to a support group on 11th August and only just passed back to a technician on the 11th December, but there is nothing in the history reflecting the change of group, or the notes added prior. We have a screen shot of the notification alert so we can tell when it was passed back to the technician. This does not
Central Patch Repository - Location Change
Dear All, Our central patch repository, which is hosted in our Singapore Data Center, is being moved to our US Data Center. Why? Due to some maintenance problems with US Data Center, we have been hosting it temporarily in Singapore Data Center and we are moving back. We assure you that we will not be changing our Data Center outside USA again. When? The change will happen between 9 PM to 10 PM EST on 4th March, 2016 What is the impact? The synchronization of latest patches will happen from
Issue when Scanning PC's for Patch Management
Hello, I have a new installation of Desktop Central 9 Build Number: 92023. When I attempt to scan computers for Patches I receive "Problem While Generating Patch Scan Data" I have review the article here: https://www.manageengine.com/products/desktop-central/patch-management-problem-in-generating-patch-scan-data.html Sadly this did not resolve my issue. OS: Windows Server 2012 R2. I have created a ticket with no response. Ticket number:44316 Any help would be greatly appreciated.
Activation opmanager alarms
Hi, I need to know the polling pattern by ICMP ping. I'll explain: with how many ms of latency and what percentage of packets lost OpManager activates the alarms Alert, trouble, and critical? we know that ALERT = 1 pool lost - TROUBLE = 3 pools - CRITICAL = 5 pools lost but i need to know these numbers to offer this product. Thank you very much.
Temp directory size
Hello to all, in our server of SDP, we have a temp directory with a total size of 5GB. Can we delete safely the files inside temp directory? Thanks in advance.
Report
Hello, I need to create report as below: Request ID \ Group \ Requester \ Category \ Technician \ Request Status \ Discussion Notes Thanks!
Moving SDP to a new server
I want to move SDP to a new application server. The database is hosted on a separate Microsoft SQL server. I found the instructions below on an earlier forum post, but I have a few questions: At Step 5 "Install Service Desk on new server". The install reaches the point where I am asked to enter the database server details; however the database name is hard coded as "servicedesk" and it won't let me change it. I had expected to be able to create a separate database for the new install (eg called servicedesk2).
CCTV on v12
Hi I creat new cctv dashboard on opmanager plus, but when try to use it to shown in the screen cannot find where i go to run it, any help / Is there any user guide for this new version ? Thanks
Migrating Windows to Linux - Active Directory to LDAP Issues
Hello, I am in the process of migrating an instance of SDP from Windows to Linux. Most issues have been resolved however we are going from an AD sync to an LDAP sync. (Necessary because SDP on Linux does not support the AD sync) When I import requesters through LDAP I receive a duplicate requester for every user that existed from the previous AD sync. This is despite the option being checked to "Override user information based on e-mail ID?" under Self Service Portal Settings. I am concerned that
Attachements not accessible "File not found"
Hi, with the dbs migration a while ago we have lost access to attachements in Solutions/Requests/Changes modules (old records). Unfortunately, we have also discovered lately even items (Solutions/Requests/Changes) attachements created after the dbs migration suffer from the same limitation. Upon accessing the attachement we see "File not found" error. Windows Server 2012 MS SQL Server 2012 SD+ 9.1 build 9117 Is there please any way we can make this to work? Thanks and Regards, MG
Enabling SSL on probe servers
Good day This is in connection with Request ID #2782387 I have someone assist with enabling SSL on one of our probe sites, however I gave him the incorrect location of the certificate (the cert is for our old probe site) and we got a cert error every time we access OpMan. Also, and more importantly, the update to SSL broke all the plug-ins - AppManager and Netflow stopped working altogether. I tried updating them to SSL as well but to no avail. I tried following a few of your online troubleshooting
OpManager v12
Hey guys I've downloaded and installed the new OpManager v12 and I must say, it is AWESOME! It seems much more functional than the previous version, as well as more sleek looking (just in time for Win10) More importantly, the Hyper-V host monitoring is much better too, with accurate Hyper-V server information pulling through. I've literally just added one of our Hyper-V hosts on there so far so I still need to fiddle around. My question: Do you guys have an official release date? I've read a few
CMDB in ServiceDesk Plus - business Services
The user guides states that "The CMDB in ServiceDesk Plus, keeps a track of all the pending requests, problems and change raised for the CI Type - Assets, Business and IT Services" I've tried raising a request - I can link the Assets - I can see the IT Services (which is from the Service Catalog) But how do I link a Business service to a request, change or Problem?
ServiceDesk Plus 9202 Released
Dear Users, SDP 9202 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9202 SD-62316 : Unable to view / add some of the non-english language content, after upgrading to 9200 environment with mysql database. The text is garbled. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk
Change Approval Process
Hi, We are looking at ways to automate the Change process as its quite admin intensive at the moment. Firstly I would like to put the onus back on to line managers to approve the content of a CR at the submission stage and then automatically push the CR on to the next level, is this possible? Also is there a way in which you can configure the workflow, so that if all CAB members have approved the CR that it moves the status straight to Approve? Thanks Lynne
Password Manager Pro SAML with ADFS
Team Do you have any documentation to configure the SAML for PMP with ADFS for AD imported user accounts. I tired setting up the relay party but was not successful at all. I was not able to find the logs related to SAML for me to check and resolve the issue. Please help. Regards Riyaz Hussain
Automated Task
We want to set up an automated task to check users in a specific OU, 1) If they are members of the email distribution list that correlates with the OU that they are in 2) if not remove them from the incorrect one and add them to the correct one. Does anyone know of a way to do that with ADManager or would I need to find a different route Thanks in advance
Hide System Template from Requesters view
Hi I have built a new template for our requesters to complete, however, when they go to Request a new user, they are displayed with the System Template by default and have to change to another template manually. Is there a way to hide the system template from the end user. I have already set the template i want as default and this appears under AD Mgmt > Single User Creation, but not under Workflow. Regards Pabs
Using DNS to point to my AD Manager Plus server
I have AD Manager Plus installed on a server on the network. And I want my administrators to be able to use a DNS to reach and logon to AD Manager Plus webpage on the server. (DNS record called "admanager.mycompany.com" pointing to that server.) But how can I configure the AD Manager Plus on my server to answer to that? I can point to the server with my DNS server, but not to the port that I have on the AD Manager Plus port= :8080 Is there a way to configure this?
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