Is possible to import the state of a CI?
Hi all, Is possible to import the state of a CI when we are importing a list of CI´s by CSV? Because the CI`s state always are "In use" and we need to put the correct state in the import. Thanks in advance. Rodrigo
Email Subject requiring ##(ticket)## to be customizable
Would like to be able to customize what the required subject must contain in order to get inserted into the request conversation history. Currently, subject must contain "##(ticketnumber)##" text. Would like to change to: "SR:(ticketnumber)"
add feature
could there be a way to add/remove software from systems on my domain added to the windows tools application?
Cannot customize header logo
hi, I cannot customize header logo, I am use Servicedesk standard version 9.0 Build 9034 I did change to my own logo via self protal setting but when I do some report the logo still ACME please help thank you !
Importing tickets from old ticketing system
We are about to import tickets from our old ticketing system. These tickets already have an existing id that we want to preserve so that we can reference them if we need to in the future. Is there a way to add the existing ticket numbers during the import? Will I be able to search for that ticket using the old ticket number in the search field?
Importing accounts
I am in the process of importing a csv with accounts. There are about 40 columns counting the existing fields and additional fields that were added. The csv contains about 700 accounts. It has taken several hours and still says processing. During this time the system is unresponsive to other requests or just really slow. The browser just spins and says connecting. It is using less than 5% of the cpu and about 1.3 out of 8 gigs of ram. I am running 8315 32bit on Windows server 2012 and a SQL
Request emailed to Service Desk automatically assigned to technician who has left - how do I change this please?
Hi there, I've inherited and installation of ManageEngine SDP and am liking it so far. I've been using it for my own tickets which I've been manually raising. Now I want to go the next step and get users to email in their requests directly. The email pickup works perfectly and a new request is created. However it is automatically assigned to Jim, the previous IT support guy. I'd like to have it unassigned. I've looked through the different options but I guess I must have missed where this is configured
User logs
Hi, where can i see user logs, about autorization, etc?
Mail settings regarding 'Disable new request creation through email' and 'Parsing'
Hi Expert, I have the questions about the following statement "Request threads with subject containing the RequestId and no operational string (UpdateRequest) will be updated as a normal conversation and a new request will not be created.", which is digested from <email-configurations in adminguide>. Question 1: Does it work only when Enable E-mail Command is activated? Question 2: Could EACH email with the subject containing the specific RequestID be updated as the conversation into the corresponding
SelfService mail server fail
Mail service from SelfService has quit. I have tried to send test emails, which also fail. Where can I find a report that may say why? We use basic settings for outgoing mail (anon, port 25, SMTP w/ no SSL/TLS). The host server can reach the mail server (AD Manager is working fine). Thank you!
Locked out user report
Is there any report in ADSelfService Plus that shows the history of an account being locked out? In other words something that will tell me an account was locked out XX number of times this month? Thank you.
Send Enrollment Notification via Email/Push
Send Enrollment Notification via Email/Push If a Domain is selected, This will send notification to all users in it or only to users those haven't enrolled ?
Policy Configuration
I have a policy setup to automatically unlock user accounts if part a specific group. An account got locked out and nothing happened. I am confused by one of the settings, the automation tab. Not sure if I have this setup correctly.
More secure DMZ solution?
Are there any plans to create a more secure DMZ solution? Some other products offer a front-end DMZ portal site, and a back-end service that then connects to AD. If I'm going to allow access for external users, I would prefer not to poke a hole in the firewall directly from the portal to AD. Basically the back-end solution offers a middle-man approach.
Auto replies from out of the office emails
How can I prevent automatic reply emails from being logged/appearing in the request queue? Thanks, Joe
Edit user groups
I see the feature to add user groups, but there doesn't appear to be a way to edit the groups to add or remove members after creation. Am I simply missing this, or is there not a way to edit group members after creation?
Upgrade ELA to use tomcat 7 or 8
Currently ELA uses Tomcat 6. Tomcat 6 is an ancient standard, written for Java 5.X compatibility and was released in 2006 (8 years ago at opening of this topic). Tomcat 6 does not support ANY cipher suites (besides insecure SSLv3) currently on offer by IE11 in Windows 8. This problem will only get worse as older cipher suites utilizing the insecure RC4 standard (which IE11 does not support as of Windows 8.X IE11, these are still supported in IE11 for windows 7) are disabled in Firefox and Chrome
weak ephemeral Diffie-Hellman public key
Started getting this warning this morning when I try to log into the web interface. This error message is shown in both Chrome and Firefox. I can login with IE without any issues. Have a call into support but was wondering if anyone else had any issues like this. Thanks. -Dan
Rest API CMDB
Hi Im trying to do an integration on the cmdb. The first thing I try to do is to fetch all ci of ci type Database Serverer where we currently have 87 object According to your documentation the following should give me all ci:s " http://localhost:8080/api/cmdb//list/database server " but I get back 51? How can I get all ci:s in one go? If its not possible how do I use the page numbers it says nothing about that on the help page? Best regards Peter Samuelsson Sodra Skogsagarna
Issue upgrading 9107 to 9118
Tried running updatemanager.bat, get the error "[SEVERE] : ERRError in writing inf.xml file.". Tried old service packs as well no joy. Run CMD as admin, logon as local admin,logon as domain admin, make sure all service stopped etc. Even tried running a process monitor, but couldnt see where it was trying to write this file to. The process monitor shows reading the patch file quite happily, then just throws this error. Does anyone know where it tries writing this file to, so I can check file rights
User import error
Hi, i have some problems? when im importing users from LDAP. Where can i see detailed information about errors?
Software failing to install
I am attempting to deploy some software out and I receive this message: Could not connect the share from the client computer : The specified network name is no longer available I am unsure of the problem. I was able to successfully deploy this same software a couple of weeks ago to another computer. The strange thing is it looks like part of the install occurred. Part of a normal install for this software is to remove any previous versions (i.e. if you do it manually, it tells you that the old one
Reporting on Technician - Resolved vs Closed vs Technician changed
I had found this report and somehow it got deleted. Unfortunately, I can no longer locate it. It was just the 4 columns: Technician Resolved (Total Number) Closed (Total Number) Technician Changed (total number) If I could select by Group and Month - that would be great! This is MS-SQL. Thanks, Ken
When a requester/technician replies to a request
Hi, I have a query that when a requester or a technician replies to a request a new request would be created if the manage engine email address is in CC. They always forget to remove the email from CC and always a new request is created. Is it possible to create a rule so that a ticket will not be created once a reply is sent? Thanks and Regards Daniel
Disabling a few options for the technicians
Hi, We are using ServiceDesk Plus Standard Edition for our Admin and HR Team. There is a dedicated coordinator who routes/assigns the ticket to the concerned person. Once the ticket is assigned to the concerned individual he or she should not able to modify the category,sub-category,item and priority. I am not able to find the correct logic on when and how to trigger this rule using Form & Field rules. Your assistance on this would be highly appreciated. Regards, Shri
Error Message : Invalid command line argument - DC is adding parameters that cause it to fail.
I'm having the exact same issue as I saw in another post. I've successfully installed my software via command line with the following arguments, msiexec /i TC_2.8.1042_x86.msi /qn CREATE_DESKTOP_SHORTCUT=0 CREATE_MSOFFICECOMM_REGISTRY_ENTRIES=1 CREATE_START_MENU_SHORTCUT=1 CREATE_STARTUP_SHORTCUT=1 DISABLE_UPDATES=1 In other words, here are the command line arguments that I'm using to install this software manually: msiexec /i TC_2.8.1042_x86.msi /qn CREATE_DESKTOP_SHORTCUT=0 CREATE_MSOFFICECOMM_REGISTRY_ENTRIES=1
about old version
hi guys, I want to migrate from server 2008 with ELA v 8.6 / 8063 to win server 2012 and continued upgrades v 10 What ELA 7 compatible version with win server 2012? if it is not compatible , then I have to replace the server 2008 win , what version 7 is compatible with server 2008 ?? thanks
Self Service Portal Documentation?
The recent newsletter states that a Software Self-Service Portal was introduced as of build 91099. Where can I find documentation for this new feature?
IIS Auto restart (recycle) on webpage response????
Hi All Im struggling to see a method to do the following: I have an IIS Website and associated App Pool. Due to a issue where the system seems to hang every 6 hours, while i investigate the issue to find a root cause, I would like to use AppMan to pool one of the web pages and if it does not get a successful response within 60 seconds restart the AppPool automatically. (recycle) Is there a way to do this? The best i have at present is if the CPU is =<25% for more than 2 Polls (4 minutes) then recycle
Contract settings > Holidays is sorted alphabetically, not by date
Contract settings > Holidays shows holidays sorted alphabetically, so 25 Dec 2015 comes before 31 Aug 2015, for example. It should display the dates sorted as dates. i.e. it currently shows
Report to display all technicians within a certain Group
Hi Guys, Looking to see if someone can help with providing the query which would return a list of technicians (names only) who belong a certain Group. For example if the group was called "IT Infrastructure Team", would be looking for a list of Technicians names who are members of that group. The Database we are using is MS SQL. Many thanks
Threshold templates for interfaces
Hello, I am using Opmanager as a monitoring system for my network devices. I want to make a standard Threshold template with custom values. I did edit of the existing interface template and applied on all related interfaces with Apply template to all interfaces option For example: Admin > Interface Templates > all types and did edit of template 135 L2VLAN. the new template is applied on all interfaces, but when i go particular device interface which has the same type : Type L2vlan (135) this interface
Opmanager Web Client pop notifications
Using either Internet Explorer or Firefox, is there a way to make the web client or windows itself produce an audible sound when an alert comes up on the pop-up notifications on the bottom of the screen? Our technicians are not monitoring the screen at all times and the sound playing allow with the pop-up would alert us to look at the screen. Let me add this to the question. We would like the audible tone on the web client, because our technicians migrate from computer to computer and change their
Administrator login not working on new SDP install
Hi Have just installed SDP to try out Changed the database to SQLExpress Went to login for the first time on the web gui and it does not like the default administrator and guest passwords Can someone tell me how to fix this. This has not been an easy app to setup so not sure its worth looking at now. First had issue with the SDP starting gets stuck on Application Layer Started and it took me to install my own SQL then reinstalling this app to get the app starting and now this.
Business Rules on Requests
I am trying without success to automate a change status to Resolved when I get a response email with the words 'marked as resolved' in the body of the email as below but I cant get it to work, is there anything special you have to do with business rules Thanks in advance Paddy ----------------------------------------------------------------------------------------------------------- This email concerns your recent ticket Request Id ##87## has been assigned to you (WTA-169-98563) which has now been
ServiceDesk Plus 9118 Released
Dear Users, SDP 9118 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9118 SD-61387 : Unable to view request details page/create new request, due to migration failure in MySql. SD-61427 : Reply and forward conversations in plaintext format contains html content. 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,
Log Monitoring
I've have ELA collecting logs from a bunch of UNIX hosts. Is there a way to set up an alert if I am no longer receiving those logs? I'm trying to do is get an alert that tells me a server is removed from service, for whatever reason, or that ELA is no longer receiving logs from a certain host..
Requester
Is there a way to be a requester and a technician at the same time?
User Based Report
Good afternoon. When I click on any of the three user activity reports and try to edit the hosts, I am unable to do so. When I click in the box to type in the host name, it doesn't work -- it is almost like it is greyed out and unable to be used. Additionally, there are no available users to select from on any of the reports. Running build version 10, build number 10001. Accessing via IE11. License Type - Premium Thanks in advance for your help.
iOS app worklog
Hi, we are trialling the Servicedesk plus helpdesk and the iOS app, and have noticed that when adding a worklog in iOS, the text after saving the log changes to something like this: 3%2520x%2520systems%2520tested to3%252520x%252520systems%252520tested%5C%0A%5C%0AWhat%20is%20thia%3F%20 Has anyone else observed this behaviour in the current version of the iOS app? Jo
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