Request type not available in a time report
Why is the 'request type' field not available when using a report that is interested in timespent? I want to be able to find the amount of time my technicians are allocating to incidents, services and other 'request type' functions. If I choose a timespent type report I lose the 'request type' field???
How can I assign remote control permission to an account?
Please help! Thanks,
What happened to version 9.2 build 9200?
Is there a problem with SDP version 9.2 build 9200? I have seen a few posts reporting problems, I hear the upgrade file is not available any more, and I just saw an announcement that 9121 has just been released! I am afraid to upgrade right now. What is going on? Diana
Asset bulk insert CSV format?
Hi, thanks for reading! I cannot find any documentation about the format to massive import asset into Service Desk asset module. Could anyone give me an example of the header of the CSV and to which field is mapped? Thanks!! Best regards
Average time to response - considering servicetime, weekends, etc.
Hello, we need to report the average response time for our tickets. I already calculated the difference between "RESPONDEDTIME" and "CREATEDTIME", but that doesn't work as needed. For example: Our service times are 9am to 5pm. If a ticket is created at 6pm and first response to that was the next day at 10am, the responsetime should be "1 hour". Can you provide a query to solve this? The logic should be nearly the same as the one you use for calculating the field "FR_DUETIME" in the workorder table.
QUERY: Daily Time Totals for Technician - Need to add Project Worklogs
I use this query in SD, that shows technician time grouped by date but it only shows worklogs for the request module. Can you modify so that; 1) Ability to change Technician name in query 2) Add Project worklog time in details (not summed) to same query using same fields -- project id could be in place of ticket number 3) Ability to change dates in query Thank you. SELECT ct.TS_ENDTIME "Time Spent Endtime",wo.WORKORDERID "Request ID",wo.TITLE "Subject",rctd.FIRST_NAME "Time Spent Technician",dpt.DEPTNAME
Report on Resolver And Closer
Hi, Is there a way of reporting who changed the status of a request to resolved and closed rather than just who it was assigned to at the time of resolving and closing? I know you can report on who created it. I want to be able to have requests assigned to a "supplier" technician but still report on which of my actual technicians owned the call through resolution and closure. Question to other users, what do you do with supplier calls? Thanks
Create incidents from SAP that contain every runtime information your support people will need
Hi, There is an add-on for SAP systems called STA Ticket System that can integrate SAP with ManageEngine ServiceDesk Plus. End-users can create incidents in the SAP UI and the program will create an incident in ME SDP. It also adds all relevant information (system, program, user, authorization etc. data and a screenshot optionally) to the incident. This is an invaluable help for the support people because it allows them to immediately start working on the problem without having to clarify missing
Responsive web interface
Hello, It's plan to add a responsive web interface on Opmanager ? Thanks
Moniter Memory Solaris 9 Sun Server
I want Prstat (Memory) on OPManager but i don't want vmstat (Memory). Please Advise step by step configuration Prstat on OPManager . prstat (I want show on report Memory Utilization) vmstat
Server, workstation CI fields
Hi, We've just started using SD PLus with the CMDB option. The server and workstation asset type have a field model and product name. The model can be changed when you create or edit one of these CIs. The product name however is nowhere on the edit screens. Often, the product name is incorrect in our database and I want to edit them to correct them. I want them to be the same as the model. How can this be done.
Migration Netflow from NFA 9.6 to NFA 9.7
Hi I want update to 9.7 but the service pack is not available. Where can i download it? Thx
AMS Fee
Dear Sirs, I dont understanding AMS Fee. If my company's services could support customer about setup and maintain OPManager essentail, could i not pay AMS Fee? OK?
Rediscover interface does not work
Hello Dear, Interface descriptions were changed on the switch. I tried to rediscover interfaces. OpManager found changes, I applied 'add' button, but there were no changes. All descriptions are the same. Can you please help me to resolve these issues ? My version the opmanager is 10 and Build Number is 11100! Look; After applying; Look the port 6 not change! Could you help me? tks
Migration Netflow from NFA 9.0 to NFA 9.5 [SOLVED]
Hi I try to migrate Netflow from NFA 9.0 to NFA 9.5 but i have this message Enter the patch file to install:/tmp/AdventNet_ManageEngine_NetFlow_Analyzer_9_0_0_SP-2_0.ppm Unable to load Disk Space related native library. Exception in thread "Thread-0" java.lang.UnsatisfiedLinkError: getFreeSpace at com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Native Method) at com.adventnet.tools.update.installer.ApplyPatch.run(ApplyPatch.java:152) at java.lang.Thread.run(Unknown
Request closing issue
Please i need help. We enabled automated close on request closing rules, and it reopens the request if the requester reply the e-mail. The problem is that when a requester configures a automatic reply the request can not be closed. how can i solve this?
UCS monitoring on opmanager trial
Hi there, I'm using opmanager in trial mode (last version) and wish to test UCS monitoring. I'm adding the credential and adding ucs like documentaion says (Admin -> Infra.View -> UCS -> Add UCS) but i'm getting Device add failed. SNMPwalk gives me an answer when made on the linux of the opmanager installation. Any thoughts on the problem? Thanks. Pedro.
After an Update, what files in the Servicedesk/patch/ directory can be removed, which need to remain
Hello! I have an abundance of Folders and PPM files in my Patch directory, and I was curious as to what can or cannot be removed/cleaned up from the directory Thank you!
Introducing Mobile Device Manager Plus Cloud Edition
We are happy to announce the release of Mobile Device Manager Plus Cloud Edition! The Cloud Edition further simplifies enterprise mobility management. It comes with great benefits like: No download and installation Avoid setup procedures like NAT, Mail Server and Proxy Flexible payment Use it anytime, anywhere As for the features, they would match the existing on-premises edition. We would like you to be the first to evaluate the new deployment suite! Please try it @ https://www.manageengine.com/mobile-device-management/download-cloud.html
Change request ID identifier ##Number## to something else.
Hi, Is it possible to change the request ID identifier from hashsign to something else? I would like to chose something more unique in order to avoid conflicts with other servicedesk instances. Best Regards.
Update SDP to latest Version
Hi, I need to upgrade SDP from : from 9.1 Build 9116 to 9.2 Build 920 latest one,am try to download the file in the link below https://www.manageengine.com/products/service-desk/service-packs.html kindly share the link to download latest version.
Need Some Help Deploying a Specific Update
Hello all! I am having a bit of an issue and I am at my wits end with it. I am not sure if my problem is being caused by ManageEngine or if it is being caused by the program that I am trying to update. Anyway, here is the issue. Where I work we have a specific program that we are trying to upgrade. The program has a .exe file by the name of "Upgrade". Now, if I go through ManageEngine > Software Deployment > Create a Package and try to deploy it, it will say in ManageEngine that the deployment was
Missing Description Field on One Template
Somehow the description field got removed while I was changing the requester form. I see it in the left column to add but I cannot drag it from there. Someone has created created another field call description as well which I wouldn't think could be done but I thought I would mention it. Any ideas on how to get the description field back in the template?
JIRA Integration
Hey Hey! Is there any chance that SC+ has an integration with JIRA beyond one-way API? I'd like to be able to have a tight integration (eg. Defect tracking/Dev feedback etc).
AD Self Service
Can anyone please tell me the default username and password for AD Self Service ? Thanks
New define target
I noticed that in build 91120 you have changed how the define target works. While I like that it does not default to the first remote office now, it would be helpful if under apply to specific target that it would default to computer and not custom group. Or have the option to set what default I need.
Workflow with Requestors manager as the approver
I am trying to figure out if this is possible with ADManager Plus. Here is the scenario: I want a user/Group to be able to visit the ADManager web portal. Request that a security group be created. A workflow to go to the requesters immediate Manager as listed in AD, then go to IT Manager(s) for next approval, then based on approval automatically create the group in a specified location.
Reports for Project Management
Top level management has gotten on a kick about being informed about every move we make in the IT Department. They are demanding weekly reports regarding information from the IT Service desks regarding Incidents both open and completed. They also want reports about new, ongoing and upcoming Projects. I am wanting to obliged them with weekly reports from Project Management. I am not seeing any kinds of query of Custom Report I can create regarding Project Management. What is the best way to
Modify Project Management Template
In Admin Menu i cant find a option to modify template for new project, is posible? Version SDP 9.0
Business Rules by Time Created
We are looking to manipulate new Requests by time of day. I do see there is an option for Operational Hours. However, those options are only "Anytime", "Within Operational Hours" or "Outside Operational Hours". Essentially if you want a time split, you really only have 2 time periods. "Within..." and "Outside...". What we want to do is manipulate requests based on what time they are created but more than 2 periods. For example: Rule #1: 00:00 -> 08:00; Categorize X and Move to Group IT1. Rule #2:
Interface traffic doesn't match Cisco ASDM
Hi everyone, I am running a Cisco ASA 5525-X with IPS. When I run the Cisco ASDM tool, I can see my "outside" interface traffic utilization which gives me data on our current bandwidth utilization. In the Firewall Analyzer when I go to the Interface/Zone page, the numbers I see there don't jive (not even close). Is there something I have to do to correctly monitor bandwidth utilization within the Firewall Analyzer? Am I even looking in the correct location within the Firewall Analyzer? Thanks,
ManageEngine Desktop Central : Jan 2016 - Patch Tuesday update
Dear Team, Good day. Quick update on the January , 2016 Patch Tuesday. New Security Bulletins : Cumulative Security Update for Internet Explorer (3124903) - Supported Cumulative Security Update for Microsoft Edge (3124904) - Supported Cumulative Security Update for JScript and VBScript to Address Remote Code Execution (3125540) - Supported Security Update for Microsoft Office to Address Remote Code Execution (3124585) - Supported Security Update for Windows Kernel-Mode Drivers to Address Remote
Configuration Wizard - Notification Rules -> Cannot click Solution/Tasks
We cannot Switch from the default tab REQUEST to any other Tab like Solution, Tasks, Mobile Push Notification. This worked for us in some release before. Currently we want to customize the tasks notification, whats not possible. When you go over the tab you can see the JavaScript command in the Status browser bar, but no effect. tested with IE, Chrome and Firefox. Also added Website to trusted sites - no Progress.... Thanks for helping.
Can't open attachment in change ticket.
MSP 9.1 build 9117 when I create change ticket and attached file into the ticket. Then send recommendation to the cab who don't have login account. The CAB can't open the attached file. It seems that need to login to open the file. IN VERSION 8.1 No login to open the file. Please advise.
Unable to create a new solution
Hi, We have recently upgraded to Build 9200, which I have noticed is no longer being advertised on the service packs site? We are no longer able to create a new solution in SD+, we are able to click on the new solution but unable to populate the contents box, we can though populate a title, select topic and fill in keywords. Another issue which has cropped up is the advanced search button on the requests section isn't visible, if we click on the space where the button should be it loads advanced
Due by Date changes
Is there a way to prompt technicians to explain why a due by date is changing before allowing them to change the date automatically assigned when applying the priority etc? A pop up box so to speak, something that will record the activity?
Change login to Name in [log out]
Hello! In right top corner SDP use Log out [ aodarchuk ] - http://joxi.ru/N1QNVP3JTJC4fHEbMM8 How to change it to Log out [ Odarchuk Sasha ] where Odarchuk Sasha is my name in SDP http://odarchuk.com
Deleting Product Type - Failure: Product type is being used by a module. Hence cannot delete it
Hi all, We're just setting up an installation of SD+ for the first time and have hit a problem configuring the asset management part. I'm trying to delete some of the pre-configured Product Types as a number of them are irrelevant to our environment. Whenever I try to do so I get an error saying "Failure: Product type is being used by a module. Hence cannot delete it" I've seen other people's posts on this subject and have tried to follow all the advice given. So far I have: - Deleted all assets
Licensing query
Good day all I recently had a remote session with the very helpful Sam and we had to rebuild a couple of our probes. Everything is working perfectly now (thanks again Sam!) however when on the top right corner of OpMan I see a request to purchase a licence when using the Applications Manager plug-in even though we have a licence for it. How would I map the existing licence to our new probe? Thanks in advance, Mat
network devices
Can i monitor network devices using APMANAGER and not OPMANAGER?
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