Business Rules don't seem to work if they are in the body
Hi SC, We have some Business Rules that have been set up in upper and lower casing to cover all eventualities and if the words appear within the subject heading it works fine. If you add the same rules to the body of the email and the words are present the rules don't take? Any ideas please, does anyone else experience this issue we are on 8002 but can't see anything in the release notes for anything up to 8004 that seems to resolve this issue. Regards Rich
Add description to content variable on the business rule email notification template
Request that $Description be added as a content variable on the business rule email notification template Thanks
Evaluation licensing
Hi team, I want to ask if the licensing trial generated in Applications Manager monitors have any limitation. I made a test with a client and want to know if this applied, how much monitors have to perform product evaluation?
Query Report Harddisk Model
Dear All, Please help I have crashed harddisk drive and i need to backup data form there. So i need part from another harddisk with same model. Please help to make a query to generate report harddisk model. i have ME SDP 90 build 9023 with Ms SQL database. Thx & Rgd
SLA Bug in Service Desk Catalog
I've just found a bug regarding SLAs specifically in requests created through the Service Catalog Templates. First, it seemed as though the SLAs didn't work at all with requests created in the Service Catalog. When I created a test request, the Priority would set properly based on the Urgency and Impact because of the Priority Matrix. Please see this screenshot: Notice that the Urgency, Impact, and Priority are set, yet the DueBy Date is not setting. Here is also proof that I have the SLA set
QUERY: All Requests and Project Worklogs
I'm using this query to create a complete listing of ALL tickets and projects and the worklogs people are spending on them. It shows the module name but I also need the Ticket Type displayed after the module -- this also doesn't seem it is including ALL worklogs from both request and project modules, am I doing something incorrect ? SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title",
Manage Engine Integration with SAP
Hi, My company is lookign forwared to implement Manage Engine's service help desk, We are using SAP as our core business application and would like to have a tight integration (especially in purchase order and asset) between Manage Engine and SAP, and possibilities of having integration with SAP solution manager and Manage Engine service Desk Plus Can you please details on the above? Regards Naushad
LDAP and SSO
We are looking to purchase the ManageEngine ServiceDesk part and I am researching the LDAP and SSO components in an a large enterprise environment. Does anyone have any advice on these topics? Please email me at mthompson@henry.k12.ga.us if you have any advice and all is appreciated. Matt Thompson mthompson@henry.k12.ga.us
Service Desk Restoration Tool
Hi, We're migrating our current Live system to a new server and have installed a standard build of the ME SDP. We're using a copy our database, but do we need to backup the Application files and do a restoration through the system ? What exactly does this import , as it appears most config is stored in the Database itself. Could you advise what is stored in those files and what config may be missed if we dont ? Andrew
temp folder
it is safe to delete the content of C:\ManageEngine\ServiceDesk\temp on my Exchange Reporter? What are this files for?
Service Catalog Approval Workflow
Is it possible to add an approver based on the answer to a question? For example if an hourly employee needs external web access add the head of HR as an approver for that request. Currently using ServiceDesk 9.1
Assign Tasks via Round Robin
Hello, I am wondering if there's a way to enable auto-assign of tasks in a round-robin fashion, similar to the way incidents are auto-assigned. If this is not a feature currently do you know if it has been requested as a feature?
Blank row in an incident template
Is there a way to add a blank row in an incident template? I would like to "group" certain fields together by adding a space between them. Thanks!
Color coded Request Priorities?
Is it possible to change the background or font color of requests shown in the list view based on its priority? I know there is a column that will show the priority color but would like to know if there is a way to change the whole row to that color.
License Upgrade
Just upgraded our license for AD360 and it is failing to update the AD Audit component. Reason "AD Auditing - Unable to apply the license. Make sure the component is up and running." The ADAudit service is running. Any assistance would be appreciative.
Duplicate request
Dear support team I have a prolblem about mail fetching : - I set up mail account scp@domain.com for mail server in global settings - I set up 2 Unit (MIS and Finance) with related mail mis@domain.com and finance@domain.com. Both mail account forward to scp@domain.com - When an email sent to both mis and finance (or sent to one mail and Cc to other), there are 2 same requests have been made in each Unit (total 4 requests in 2 Unit) Can you help me to solve this problem Thank you
Service Catalog - Add approval level based on question answer
In the Service Catalog is it possible to add an approver based on the answer to a question. For instance when creating a new user, if I ask the question if the hourly employee needs internet access and they say yes can I trigger an additional approval to go to our head of HR that would normally not be needed for a typical user?
Alerting CI owners of Upcoming Change Requests Affecting the CIs
Folks, I'm looking at implementing the CMDB and starting small. We have a big environment, but I'm going to start small with implementing the CMDB for Change Control of the SDP configuration itself. Since I'm the Service Owner for SDP, it will allow me to do a trial run. 1. Does or can SDP automatically alert a CI owner that a change has been submitted that affects their CI? 2. Can we ascribe stakeholders to CIs who would also be alerted. Thanks, Adam
Change software license Manufacturer
Is it possible to change the Manufacturer under 'Software Licenses' in the Asset module? Or even better is it possible to link software licenses to license agreements with different manufacturers? Often we get software from Vendors that are just lazy and different components or versions of software will have a different spelling of the manufacturer which is making it difficult for me to maintain our software list. Thanks!
Database 10 Gb is full
HI All We are using Service desk Plus Standard license and now Database if using 10GB full and all the application stopped working please help us with the resolution
HTML Form Data not populating in Ticket Description (Email created ticket)
Good day, I've run into an issue with email created tickets. My company has an Outlook Form used for New Hire requests that is submitted as an email to SDP. The email successfully creates the ticket, however, the data from the form does not appear in the description of the ticket. This is a standard HTML form, so I am theorizing that it is a parsing issue with the ticket description field, but would like confirmation. If this is a parsing issue that is performing as designed, is there a way
Add same reason on availability report for multiple devices that went down at the same time
Hello, What is the most efficient way to add a common reason to the outage history on multiple devices that went down at the same time ? It's that same reason that appears on the DownTime report. Thanks for your help. Marco C.
Report on users that did anything on a given day
Hi, Does anyone know of a way to create an automated report that'll generate a list of users that had any activity in a given day? I don't need a lot of details, just their username and probably source IP. I need the report to run every morning to generate the list of users that logged on the previous day. We also own adauditplus, but it doesn't seem to pick up on LDAP logins which is important. thanks in advance Brent
Require Network Bandwidth Splitter / Allocater
Hi Helpdesk, One of my client requires bandwidth Splitter / Allocator for network . For example users for a particular range of Ip address or all users in a network must be allotted a stipulated bandwidth and should not exceed that . Please notify if there are any tools for that Regards Anand m
Custom OpManager Home Dashboard Views for different technicians?
Hello, I wanted to make some adjustments to our OpManager home / dashboard screen that shows the various 'Overviews' and widgets when a technician signs into the service. I noticed that when I made a change to the dashboard, that change immediately applies to all other technicians. I was wondering if it was possible for technicians to create private or public custom views that would not effect the dashboard or home view for all other technicians who use the service? For example, there may be a
How to tell Setup to prompt for a reboot?
Hello, I was wondering how I can prompt for a reboot via Desktop Central after Software Deployment or any other steps? I see that I can enter an "exit code" - I tried "3010" but I cannot get the agent to ask me for reboot... https://msdn.microsoft.com/en-us/library/windows/desktop/ms681386(v=vs.85).aspx ERROR_SUCCESS_REBOOT_REQUIRED 3010 (0xBC2) The requested operation is successful. Changes will not be effective until the system is rebooted. I could need this for setups which do not have this implemented
Slow initial load times accessing ServiceDesk +
I have been experiencing a problem with the initial loading of the ServiceDesk + taking no less than three minutes to complete (affecting all users). Once loaded it appears to be fine until I close the Browser in which the same delay occurs on first launch. I have tried both IE and Firefox and both have the same symptoms. I have seen similar issues posted but there are never any solutions given , I have restarted the Application server and DC's and had made no change. I am running 9.1 Build 9120
Problem loading files in MIB Browser
Hi all, I´m not able to load a file in Manage Engine Mib Browser. The error is: Could not parse the file xxx.txt The error occured at the line no: 2241, column: 31. Expecting the right brace. I´ve checked the line but everything is ok. On the other hand, if I change the file extension to .mib and try to load it the error is diferent ... Could not parse the file xxx.mib Encountered "\u00f" at line 1, column 1. Was expecting a Module Name and that should be in upper casde or at least in proper case.
Availability Statistics by this year and last year
Hi, How do i can see the Availability Statistics by this year and last year? this in a business view. Regards.
Why is the Netflow database so large for only 2 interfaces?
I'm using Netflow Analyzer with a MS SQL backend and it's logging an insane amount. It is somewhat a similar situation as this post , however after running the raw log cleanup, it's back to consuming 80GB+ in a matter of days. We only have two interfaces logging and according to the Raw data calculator, 10GB should cover two weeks and I only have set to three days. How can I get this db under control?
Server wont start after upgrade to 91112
I performed an update to 91112 and then it was for every 'Starting' a few reboot didn't resolve. uninstalled, reinstalled old version 90170 and restored backup. now doesn't start as 'Previous Patch not applied properly' shouldn't the Backup not had this flag set before it performed a Backup? Thanks Paul
Removing old requesters from SD
Hi All, Is there something in the roadmap or a way that old requesters can be removed from the requester list automatically when they are not detected when an AD scan is run? We have staff leaving and want to have their names removed automatically from SD and if possible reassign the calls that they have made to a generic requester or something similar. Thanks Brett
Why Exchange Reporter Showsme This error?
Hi team, the description of my problem is this: When i try to see a General Report for OWA Logon by Users, an error screen shows to me like that: But my credentials are domain administrator, the logs of IIS are porperly configurated, and the folder log is shared... Thanks a lot!
Running OpManager - Migration from PostgresSQL to MSSQL possible?
Dear support, I have an existing OpManager with a PostgresSQL database running on my system. I would like to use MSSQL with my OpManager. I already have installed MSSQL Server Express 2012 on my system. Is it possible to migrate from PostgresSQL to MSSQL database, when the OpManager was already installed? If yes, how can i do it? As far as i know, i can only choose the database during the installation setup of the OpManager. Thank you in advance and best regards, Niklas
Virtual Appliance
good morning, Does ELA work in a private cloud, Azure environment? What about working in a virtual environment? Can it be deployed on new systems (as a service) in a cloud environment?
incorrect time in ticket
hi all. we have a problem about time of creating ticket. for example (in attach) As you can see, all their requests from the future :). if i change timezone in our sites force - it doesn`t help. timezone our all servers and timezone server of SD is correct. i`m confused) v. 9.0 build 9003, database SQL any idea?)
Forensics DNAT Solution
i'm using nat and radius, how to track which user go to xx.xx.xx.xx (ip)
Asign Technician
When assigning a technician to an alarm (Pick up Alarm) this only holds for a day. Does anyone if time limit can be extended. Nick.
Issues With notifications
Hi, I've just provisioned a site for ServiceDesk Plus On Demand Standard with the intention of upgrading if it works for us. The Issue I'm having is that notifications don't seem to be working correctly. As configured in the portal I get notifications when requests are created as I've specified ' Alert the following Technicians by Email when a new request is created' and entered my email address so I know the email server config is working and I can also create requests via email so it’s fetching
Opmanager convert to MSSQL Fails.
http://help.opmanager.com/migrating_database contains instructions to move Opmanager to SQL Server. I run the DB Configuration tool, select SQL Server, put in the server name and credentials and click Ok. Nothing happens. there, but it does create an OpManagerDB on the SQL Server. Clicking OK again says that the database is still there, continue, yes or no. Choosing yes or no does nothing. I close and reopen the window and the database is back to PostGresSQL. Attempting to run RestoreDB.Bat does
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