How to add just a label to an Incident Template?
Hello. I would like to add just a label to an incident template, without the text field. How can I achieve that? If that is not possible, how can I disable the text field from editing? I tried to play a bit with the properties of the custom fields, like disabling "Requester can set" but no luck. Thanks for your help. Cheers.
Business rule which can do email Id to notify
Please in my organisation the Information security department is required to be notified of some particular services/incidents. I am trying to see how to implement this rule for the request that are been created but seem to be stuck on how to do this. Please I need assistance
asset inventory update
Hello How to force ServiceDesk Agent to push data to the servers asset inventory? During initial setup or after system reboot, agent is sending information. If I am making just service stop/start no information is sent and no farther data is posted to the server. In the log there is only: [10/12/15][17:54:52][AgentUtil.cpp][63][INFO][2772] ::ExitCode is 0 and return. [10/12/15][17:54:52][AEAgent.cpp][489][INFO][2772] ::The command executed successfully. [10/12/15][17:54:52][AEAgent.cpp][483][INFO][2772]
Password Special Characters
Does anyone know what special characters Password Manager Pro accepts as valid characters? I have a website that only accepts @, $, !, * and the password policy is setup to only exclude certain special characters. It would be a nice feature to be able to set the policy the other way around and only accept these special characters.
Limit password access to resource groups by user group
Is it possible to setup a configuration so that members of certain user groups can only view the passwords of certain resource groups but not others?
Solutions suggest for technicians to resolve the incidents.
We like to introduce the below set of features to improve the role of knowledge base in resolving the incident requests. We find the tighter integration of solutions to the incident requests will enhance the productivity of the IT team. We need your valuable feedback to improve the same. We are currently having the auto-suggest based on the incident requests fields for the requester. We will be extending the same for the technicians where private solutions also being included in it. (Mark as)
UNC in a File Monitor
Hi I have created a filemonitor (Type: File, Location: Local Server, Filename: \\SomeServer\dir\filname.txt, Do file age check set) But the file statistics don't show any data. I have read access to \\SomeServer\dir\filname.txt Running Build level12300 Regards Jan V
limit number of monitors in a probe
Hi, we would like to know the limit number of monitors that a singol probe can support. That is, how many monitors (at maximum) may be created under a single probe? Thank you in advance.
Skip one alarm - DB is offline and normal message to ignore
Hi... I have one SQL server instance configured and monitored in healthy way, I have some databases are offline state which affect availability. Is there a way to avoid this alert, like blackout or ignorance? Thank you in advance
Opmanager and comodo ssl
Hi Im trying to use comodo ssl in opmanager linux server i added certs to keystore: ./keytool -genkey -keyalg RSA -keysize 2048 -keystore OpManager.truststore -alias opmanager ./keytool -certreq -keyalg RSA -file domain.csr -keystore OpManager.truststore -alias opmanager ./keytool -import -trustcacerts -alias CARootCert -file AddTrustExternalCARoot.crt -keystore OpManager.truststore ./keytool -import -trustcacerts -alias CAInterCert -file COMODORSAAddTrustCA.crt -keystore OpManager.truststore ./keytool
Emailing within email client creates new request
When technicians reply to a request within their email client (Outlook), SDP creates a new request. I want to APPEND the email reply to a ticket,not open a new request. Technicians often have to respond to requests from their mobile device so this is a pain since an email conversation will generate many service requests..... How do I configure this in SDP? I know other service desk applications offer this basic configuration feature....
Resolve incl. file attachment
Hello, when I forward a solution per mail there is a button to attach file(s). Is there a possibility to attach files when I resolve a ticket? And is there also a possibility to add additional meil-recipients (cc)? Greetings Michael
monitor oracle locks
I have enbaled the polling for Oracle locks but how would one setup an alarm if there is true lock in Oracle?
OPManager Virtual servers not visible in fluidic UI
Hi, When i add a new virtual server in opmanager i can do it without a problem but when i try to see it in the list of my virtual server is not displayed, but when i switch to "Fluidic UI" the virtual server is displayed. Do you know why is not displayed in the old UI? OPManager version: 11600
URL Monitor broken after upgrade to version 11600, says: Reason : Host Unavailable
Hi, We upgraded our OpManager NMS to version build number 11600 yesterday and our URL monitors have stopped working. The alert says Reason : Host Unavailable but the sites are up and accessible. Details: These are normal internal websites (not https) The URLs are accessible from the OpManager server They use Windows Domain authentication There is no proxy server in use The cryptix-jce-provider.jar file is still present in C:\ManageEngine\OpManager\classes on the OpManager server Any suggestions?
CMDB, assets & solutions problem after upgrade to 9111
Dear forum members and support team, after upgrading from 9100 to 9111 we found out, that CMDB, Assets and Solutions tabs shows nothing (tested in newest Chrome and IE11 browsers). CMDB and Assets hangs in 'Loading...' Solutions tab shows titles, but returns an error if trying to open it. Solutions itself accessible via 'Copy to resolution' button in requests, but we no longer can open it or edit: HTTP Status 500 - type Exception report message description The server encountered an internal error
Modify the default template
Hi Is it possible to modify the name and description of the default template? I also noticed that the translation is not correct and it changes if you use another browser, example: On IE and Firefox "Default Request" is translated to "Nuovo Incidente" (new incident) on Chrome is translated to "Nuova Richiesta" (new request). thanks Stefano
Differences between "CLOSE" and "RESOLVED" state
Hello, we have some technicans that alsways Change Status to RESOLVED when a ticket was done. When i read your Manual the complete done Status should be CLOSED. Could you please explain whats the correct Status for a ticket is completely resolved? Thank you.
Information on "Make Admin Login Page Accessible Only from" setting
I am trying to find detailed information about the " Make Admin Login Page Accessible Only from" setting. I have read through the user guide, googled it, found a page or two outside of the forums but I am not closer to figuring out what this setting does and does it do what I think it does. The way I read " Make Admin Login Page Accessible Only from" is that it locks down the admin page to only be accessed by specified IP addresses. If that is true then what is the separator used to list multiple addresses?
Asset scan changes product name
Hello, I have a very very frustrating problem with the asset scanning. For example: I have a switch product PowerConnect 6248. I create a new asset under switch with Name\IP\serial number\product name. Then i scan that product and the product name changes to Dell PowerConnect 6248 instead of PowerConnect 6248. Every time i changes that name the asset scan changes it back. I don't want that. why is the asset scan doing that?
Extract current bandwidth utilisation
Our support guys use NetFlow Analyser for monitoring bandwidth utilisation (etc) but I've been tasked with extracting the usage of some of our links onto a dashboard overview screen. I have had a quick look through the MySQL database that NetFlow logs to and can see the interface speed, but current traffic seems to be held within the "raw" tables. I understand that the exact raw table name will depend upon the time we're interested in, but can someone guide me on how to combine the data held within
Cannot edit notes for request/incident by external programming.
HI, We are also working on it. I need some help regarding 'note' field. We need to concatenate the newer message to the existing note. But I am unable to find the particular note. Is there any Note ID for each note ? If there is Note ID, then how to retrieve it ? Please help me. Thanks.
Preventive Maintenance - Template Design & Tasks
Hi, We're starting to use the Preventive Maintenance option more and more to perform daily / weekly checks on our systems, at different sites. Do you have any plans to update this module with the following.... Edit/customise the template that is used. I'm wanting to notify someone of the preventative maintenance request. Add tasks to the request, as you can with Incident Templates Site filter on preventative maintenance, so Techs with limited site access can only view preventative maintenance jobs
Resource import - filtered by IU not working
I've just done a resource import using AD. 1. The documentation is incorrect how to do this has changed, It's now done using a button labelled 'Discover Resources' 2. You should be able to restrict import to a specific OU but when I did this it imports all computers into PMP 3. There does not appear to be a way of stopping the import once it starts 4. Now I have 1000s of computer objects I do not want in PMP It's not clear how to input an OU, logically it should be the full DN but there is a note
how to delete machine resources userID in a bulk
Is there a way we can delete the bulk userID under resource? Thanks,
Cannot add license to ServiceDesk Plus
Hello. I am trying to add a license to our ServiceDesk Plus Standard version in order to increase the number of technicians but I always get the following error: Please apply a proper license file. To upload the file I received by email, I go to Help -> Licenses Screenshot in attach. I'm trying to add the license with a technician account, not with the default Administrator account, which we deleted after importing the users from Active Directory. My license details are: Your ServiceDesk Plus -
Roaming users maximum
Hey all, We have about 30 users (sales, marketing) who rarely are in the office where our server is. There is the option to configure roaming users to directly communicate to the server when outside our network, in the documentation it recommends doing this for no more than 10 users for bandwidth related issues. What's the recommended course of action for a situation like this? The important thing for us would be to let our technicians remote into their machines for support when needed.
Approval process needs this simple improvement
Approval emails sent from a request could be very useful, if it was not for this particular issue: Even after an approver has used the link to grant/deny an approval request, the link is still valid, and the approver can use the link to revisit the incident and maybe change his mind. Even when the incident is closed! I think that the approval link should be a one-time use, and approver should be forced to call helpdesk to discuss change in decisions, because actions may already have been taken following
Upgraded to 9.1.0. SP72 from 9.1.0 SP58 but now service won't start
Hello, I'm pretty new to Manage Engine. I applied the patch from 9.1.0.?? to 9.1.0 SP 58 and things went well. So this time I applied the Service Patch from 9.1.0 SP 58 to 9.1.0 SP72 and the service won't start. I have rebooted several times. I have googled the problem and looked through this forum. Haven't seen anything that was super helpful or worked. Any ideas would be welcome. BTW, System is running Windows 2012R2, 12GB memory installed on c:\ManageEngine\DesktopCentral Thanks for helping
Time Spent Report - Grouped by Request ID
Some of our tickets have dozens of worklog entries. I need to create a report that allows for grouping/summing total time per Request ID by technician. I don't really need the individual time entries from the worklog. I then need to compare that to the "Estimated Development Time" field we use. Note: I DO NOT have ME SysAdmin rights - I am just a power end-user. Also - is there an easier way for techs to enter time other than to go to Actions - Add Work Log Entry?
Change service category type
Hello Are there any chance to change existing service category type form "IT Service Category" to "Business Service Category" and vice versa? In Edit Mode for service category that values doesn't exist at all.
Can not delete a priority
I'm using SD plus 9.1 build 9107 and under 'Admin/priority' I have a list of priorities and I want to delete one of them that we no longer use. I can select it and click on delete and it says it was deleted successfully but it remains in the list continually. What can I do to permanently remove an unwanted priority? John
Variables to pass to Custom Trigger
I have created a custom Trigger that i would like to pass the $RequesterMail variable to but it's not working. I notice that when i pass the $Requester variable it needs to be in all caps ($REQUESTER) or it will not pass, so i tried using $REQUESTERMAIL but that results in the scrip receiving "User NameMAIL" instead. Is there a list of variables that can be passed to custom triggers and if they are case sensitive what case they need to be in?
Did You Know - Advanced Policy Configuration Part I
In last week’s post we saw how to create OU and group-based self-service policies. This week I will show the various advanced options that you can configure to make the self-service policies suit your exact business requirements. Block User Tab: This tab allows you to block users who failed at the identity verification step. If a user attempts to use more than a few unsuccessful reset password attempts by providing the wrong answers to security questions or verification codes, then that users will
set the change roles rule
hi I find the "Option to configure Change Roles in Change template" in roadmap . And I have an idea about the change roles. The Person who reviews the tasks Should not be the Person who implement(s) the tasks. Can I set the rule in change closure rules 'submit stage' ?
request with no site associated
Is there a way to make one of the following happen. Allow a non administrative user to be able to see these. Auto assign any ticket to say an unknown site if one isn't filled in or if it sits with no site for say 5 minutes. Allow the creation of a business rule that can assign it to a site send an alert that there is a request with no site filled in
Attempting to uninstall unable to find Jre
Hello all! I hope this is the right place to ask. Sorry if it isn't. Let me know if there is a better place. I installed this on a test machine, I like the product, but the issue is uninstalling it from the test machine. The test machine is a Ubuntu 14.04 64bit machine. I installed Netflow Analyzer 11. It installed fine, and functions as it should. However I need to uninstall it. When I run: ./uninstaller.bin I get the following: This application requires a Java Run Time Environment (JRE)
Remove Language Selection Option
Is there a way to completely remove the language selection option Drop Down List from the entire website?
Automated Close affected by business days and holidays
Hi, Do you have planned on having support to Automated close affected by the Business days and Holidays? And is there any workaround for this? Thanks for you help.
Disable or Edit Mobile Device Pages
Is there a way to point mobile devices to standard web interface? Is there a way to edit the mobile pages?
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