Create an action Rule (Custom Triggers) in SDP
Hi @all, we are new to SDP Pro and want to start working with it. The configuration to our needs was very simple but now we want to implement an interface from and to our old helpdesk which also have REST API. I was very happy to find the Custom Triggers where I can start a script when i.e. change the status of a request. Now I have that idea: If the status of a reuest is changed to something, then execute a script/program that gets all request information as xml or jason, transform the fields to
Description field when creating a user
I think I know the answer to this but I'll ask anyway.. Is it possible to make the Description field a drop down item with preconfigured descriptions in there.. Thanks Paul
ServiceDesk Plus 9113 Released
Dear Users, SDP 9113 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9113 SDF-61083 : Adding conditional approvers for a request, through custom triggers. SDF-61086 : Announcement integration between ServiceDesk Plus and DesktopCentral. Option to notify active announcements added / updated in ServiceDesk Plus to user through DesktopCentral agent. SDF-61106 : Enhancement in 'Admin' user interface for
SDP CI Info and windows
Afternoon all, In our organization we use the "Model" section under Windows System Properties to display our client image version. I'm just wanting to know if there is a way to add a simple code that will pick this up adding a "Workstation - Additional Fields" or "Asset - Additional Fields" and putting that respective code in the "Default Value" box. picture attached for more clarification (the picture is not from my org)
Asset info Report
Dear Support, Can you please Provide us report to show employee name and the asset which is belong to him/ her Employee Name ,Asset 1 , asset 2 , asset 3 , asset 4 ,.......
Assigning Specific Technicians to specific Sites \ Accounts
Hello, Thank you in advance for taking a look at this. Hopefully this can be resolved quickly. Here is what we have: Account \ Site 1 Account \ Site 2 Account \ Site 3 Tech1 Tech2 Tech3 Tech4 When I first set the application up, I had to accounts, and was able to get them setup to assign tickets correctly between the two accounts. We have two technicians that are auto assigned to the tickets, and two that are just for monitoring. We now have a new third account, and I set it up the same as I did
Problem Management
Hi there, We are currently working with Problem Management at the moment, can we not edit the problem fields like we do with the request fields? Currently the layout is disjointed unlike our request fields. Regards, Willus
Field & Form Rules will not Execute Script for Requester when Applies to All Users is selected
It appears the Execute Script rule does not work to set/unset a Task when a Requester (who is not a Technician) creates a new Service Request or edits an existing Request. If the user is a Technician, it works fine. See below for the actual script included on this rule. Thank you, Geordon Execute Script contents: if($CS.getValue("RES_2104_QUS_1815")==="Laptop Required")
$CS.setTasks(["templateTask67511"]);
else
$CS.unSetTasks(["templateTask67511"]);
After updates I can't load Opmanager
After Windows updates and a restart I can't open OpManager. At first I was getting an error about needing to change my port since port 80 was being used. I went and ran ChangeWeServerPort and it changed the port to 9090. No more error but when I open the program a java box prompts me to run but nothing else. I've restarted again and made sure the service was running. What do I need to do? Suggestions?
ServiceDesk Plus 9112 Released
Dear Users, SDP 9112 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9112 SD-61107 : Failure while migrating to 9111 in some environments. SD-60790 : Error when generating reports with charts having 'numeric' type as one of its 'group by field'. SD-59888 : When a request created through email command does not match with the given requester name and email-id or the given requester email-id alone, then
Is there a way to set a time for a ticket to automatically close?
We have scenarios where the requester will forget about the ticket, and we will send them a reminder reply template urging them to update the ticket. I would like to have a way to set a 48 hour auto close rule/function that will automatically close the request after this 48 hour timer has expired, is this possible?
How is Monitor presentation determined during "Add Monitors"?
When I'm selecting "Add Monitor" under "Device Template" what determines what Monitors are presented? I've attached a screenshot showing what I mean. In my example I've added a couple of mibs for Cisco ASA firewalls and would like to have them presented like this. Instead I have to add my own monitor from the "+SNMP" button. Can I somehow get Opmanager to inspect my custom mibs for monitors to present in the list?
Field & Form Rules - Use of condition keywords?
Hello guys, Is it possible to use condition keywords like NULL, IS NOT NULL as condition keywords in field & form rules? The scenario: 3 fields --> Ordernnumber (text) - always visible in a ticket PO send (date) Inventory done (yes/no) If the Ordernumber field is empty, the PO send and the Inventory done fields should not be visible If a value (any value) gets typed into the Ordernumber field, the PO send and the Inventory done fields should become visible. I manage to hide the 2 fields at form
Asset management auto asset state
Hi all, In MESDP I'm wondering if it's possible when a IT asset starts up its Asset state changes from "In Store" to "In Use" and if Asset is off during a asset scan Asset state gets changed to "In Store"? I only ask as we are just implementing asset management on SDP and want to make it as automated as possible.
Monthly Report on Converstation carried out on Active tickets in the month
Hi, Is there a report that can be produced that looks at the # of conversations per ticket for a month? Regards Cathy
Issue: No alerting is triggered
Hello everybody, Issue: No alerting is triggered, although it is down : A little question, if anyone have any idee ... Running OPM 11500 Server OPM: W2K12 Host 2008R2; DB: MSSQLEXPRESS local Parameters good: The downtime is 48h, Alert delay is 10mn (Happened during businees hours at 6PM) There is a good notification profile There is many monitors with threshold , Disc/CPU/Mem; services In the notification profile mailbox , nothing came from this host: But the clear trigger many mails (for each monitor),
Service Desk Plus 9.1 Build 9111 when replying to tickets automatically populate CC field with email address
Hello, We have service desk plus, is it possible to populate the CC field with a default email address, with our previous version we could do this but now we can't. Hope someone can help. Thanks!
Personal photo
Hi, We are currently evaluating SDP to migrate from our current tool. In our current tool, we have loaded all the users and technicians photos. Technicians are very used to look at the photo to identify users. I think that SDP don't suport personal photo, but may be it can be a feature for the future. Thanks
Improve Request Linking
The parent/child ticketing method is preferred by many, I'm sure. SDP makes it difficult to associate several incidents together. We want to link several incidents to a parent incident, etc. The 1:1 ratio is not ideal.
Can't add domain oputils.
Hello. I can not add AD Domain to OpUtils. The domain controller is available, the Administrator account is entered correctly, but when you add the domain, nothing happens, only the interface OpUtils ceases to be available for one minute. Where can I see the error in the logs? With respect and hope for the advice. P.S.: Of course remote administration on the domain controller in gpedit I turned. P.P.S.: ver 80011 trial on Windows 7 Ultimate. testing before buy.
Date/time-picker with 60 selectable minutes
Is it really necessary to have each and every minute in the time picker when creating new requests? Seems it just creates a lot of scrolling. Every 5 minutes would be enough I think. I have another issue with the date/time picker as well. The time is positioned below the date, which makes it natural to select the date _before_ the time, but when a date is selected the picker closes and I have to open it up again to set a time. (And if most users don't bother about the time, why have all 60 minutes
User logged On
Hi Team, On Free Windows Tools you have Currently Logged On User by providing the Computer Name and will display the user. Do you have tool displaying computer name currently logged by user or will also display its histories computer logins by providing username?
Employee info report
Dear support, I need to create reports,Please help me out. report to show Employee information (Employee name ,Email Address, Departments,mobile no ,Phone no)
Service Desk Pro - Helpdesk Dashboard
Is there a way to get this to update periodically. Were using this information on a screen that displays this all the time and need to get it so that the information is updated periodically, can this be done and how?, if not can it ?
Email Command Custom Fields
Hi, we are using the "mail commands" and we now want to fill custom fields by the syntax: @@CUSTOMFIELDName=Casesensitive?@@ Described in your documentation this should work, but it doesn't:( Additional we need to read the CUSTOMFIELDName in a MailResond and send it to one of our suppliers... Looking forward to hear from you! Regards Philipp
Netflow Analyzer not working
Hi, No device is currently exporting NetFlow / sFlow packets to NetFlow Analyzer. Listening for NetFlow / sFlow Packets at Port 9996 Click here for instructions to enable NetFlow / sFlow Exports on the router / switch. Please Help
Report on File Last Modified Date
Is there a way to report on the last modified date of certain files? We have a specific file on our network that we need to ensure is updated regularly. Thanks
Views / filters and API
Hello Support, In Servicedesk you have the option to create views so you can create a filter for yourself or a team. We make use of these views and 1 specificly too interact with the API in servicedesk too export all hours made on every ticket in too Dynamics AX. The view is based on "Time last update" and then the selection is bigger then or equal too a date. I wonder if it is possible to make this view selection too bigger then or equal too the last 2 weeks, or the last month (like you can do with
Login to Servicedesk
Hi we are currently running an evaluation of ServiceDesk, we have everything configured more or less at default. the issue we have is that when a user (users were imported from AD) browses to the portal a windows security window keeps appearing requesting domain user credentials for the local ServiceDesk machine, we can cancel this and then the main ServiceDesk login screen appears. Does anyone know how we can stop this? Thank you
Reorder emails
Is there a way to reorder the responses to a request it seems right now the latest email is on the bottom, we would like at the top. Another thing that would be helpful is when we reply a customer replies to one of our emails, we would see the entire string not just the latest reply. Are these 2 things doable?
Don't work "Manage Custom Views" tab
We're using 9.0 Build 9048 ServiceDesk. We have 107 technicians and one of them have a problem with own "Manage Custom Views" tab. It just doesn't work, and after clicking it, all stuff is "freezing", fields are empty and technician cannot interact with it. This problem still active only at one account. Also it's impossible to do some search tasks on this account - search results are incorrect. Other technicians' accounts are Ok. What we can do in this situation? Do you need some additional info
Forward logs to another log server (real time)
Hi, I need to know dose the EventLog Analyzer has the capability of forwarding logs to another Logserver in real time. Thanks,
Request notifications not working when request is updated or closed.
I have turned on three notification rules; Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail when the request is updated. Acknowledge requester by e-mail when the request is closed. The requester does receive a notification when the request is created. However they do not receive a notification when a request is updated or closed. How can i notify the requester when a request is updated or closed?
Problem update Service desk plus version 9.049 to 9.1.0
Hi want to update the server with the versión 9.1.0 , but i recevieved this error : 14-nov-2015 22:56:31 [SYSERR] [INFO] : java.lang.OutOfMemoryError: Java heap space 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DataBufferInt.<init>(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.Raster.createPackedRaster(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DirectColorModel.createCompatibleWritableRaster(Unknown
get log of wm & esx server
hi i have a esx server and i want esx server logs and send to manage engine event log analyzer. what should i do? thanks masoud
mikrotik log analyze
hi all I am using the software manage engine log analyzer, Despite the router configuration router, but not send any logs for Syslog server. why??? please help me. Thanks & Regards Masoud
Software Suite - Removal
Greetings, How do we remove a Software Suite once it is no longer needed? I see how to ADD software to an existing suite, but not to remove? Thanks, Brian
Survey Enhancements
Dear Users, We are currently developing exclusion criteria for sending survey. Please take a look at the agenda and share us your thoughts. User can create Rules to avoid sending the survey to the requests that matches the Rules. Users can configure multiple rules for excluding survey.If the request matches with any one of the rule configured, survey will not be sent. Users can configure 10 rules and each rule can have 10 criteria. The Exclusion can be done based on the Priority, Level, Mode, Email-ID,
Service Desk Support Portal Down?
Hello, I can't seem to get to helpdesk.manageengine.com from either my home or work network. I have also tried from a mobile device, and cannot ping. Receiving a server timeout message. Additionally, the support request I emailed didn't generate an automatic response the way it normally would, which make it almost seem like ManageEngine's Service Desk is down?
add link for requests id in Query report
Hi all, I create a query report by SQL. I want to add link for requests id. How can i achieve it?
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