How do I include all the notifications to the close ticket email
On the close ticket I want to include all the ticket information just like the Print Preview does. On closing the ticket I want to be able to show the requester all the info on that call. Is this possible...? Many Thanks Dave
Field Values based on User groups
Currently in the incident template we have a field name " Category" which contains field values as {"IT", "HR"} Is it possible to Now, we have 2 different User Groups of Requesters using the self service, we do not want one group to be able to see the Category value HR. Is it possible to achieve this? Please advice.
SDP - force scan
is there a way to force a scan of the agent and have the info update in SDP? We tried a few things - stopping the service, running the ae_scan.vbs but the last scan date is not being updated. Any help would be appreciated.
Exchange emails support
Hello, When (if eny) will be possible to support exchange serwer emails for incoming and outcoming notifications. Regards Mariusz
MIB Parsing error
Hi, I'm getting: Error parsing MIB:LOQ-MRCPv1Server-V1.my Exception while loading MIB:Could not parse the file D:/ManageEngine/OpManager/./mibs/LOQ-MRCPv1Server-V1.my. The error occured at the line no: 871 ,column: 25. 1. The keyword 'ACCESS' or 'MAX-ACCESS'may be missing. or 2. The keyword 'SEQUENCE OF' may be missing. or 3. The syntax with invalid subType construct. I did check the file for the missing keyword but could not find it. Also not sure about the line number listed, I believe it does
Is build 9108 ok to install?
I downloaded the update for build 9108 yesterday afternoon intending to install it today However, when I went to the service pack page to read the release notes, it now says "We recommend users to move to the latest version, ServiceDesk Plus 9107 build released on 03 Sep, 2015" Has build 9108 been pulled since yesterday? Should I not install it? Thanks .
WLC 5508 CISCO
HI. We are monitoring a WLC 5508 CISCO and do not understand the meaning of the parameter: Associated mobile stations SumOf Instance Value Number What does mean this Number? and how this value is related to connected AP´s? We have LWAP´s connected to this WLC. Thanking you in advance. Attn. Roger Majo
Can I restore an additional field that has been deleted
Hi, I accidentally deleted an additional field that I had for "location" I have re-added the field with all the attributes and all seemed ok. However, if I do a report on old requests the location field is now blank for all old requests! Is there anyway I can restore the old field and ensure that it is in the correct part of the table so that old requests will still have it in place? I suspect that the new additional field has been added in a different table or a different part of a table hence why
Layer2 Maps, non cisco hardware
Hello! I have downloaded a free trial topomapper plus for research capabilities to build layer2 maps. Well, the problem is that it does not work for me ;( I have router - Ubiquiti EdgeRouter Lite and switch - extreme summit 400. On all devices I have enabled snmpv2, and lldp on router, but there is no switch visible on the map. And there are two links for the router on the map. Please advice. Thank you in advance.
Servicedesk Form and Fields Rules
Hello Support, I have got a question about the Rules for Forms and fields. What i want too do is based on the site i select the priority (Low / medium / High / Next Business day) is set too an specific priority by default so that in the back ground the SLA agreement rule can start do his work. As we have many customers with different SLA agreements i want too automate this as much as possible for the servicedesk. But no matter what rule i make, nothing happens (not at loading form / change field
How to Configure URL Monitor Notifications
Hello-- We just started using the URL monitor for our public websites. I added an existing notification profile that we use for other device monitoring, but when one of our URLs was unreachable, no notification email was sent. There don't seem to be any thresholds that can be set for the URL monitor, but when the site was showing as unreachable, you would think a notification would be sent. Ideas? Thanks, Stephen
SupportCenter Plus do not send email
My SupportCenter Plus stopping sending mail In the error log file there is this error: Exception setting value - for FR_DUETIME ERROR: java.lang.NumberFormatException: For input string: "-" Sorry for my english, tanks for the help
Reset to nothing in OpManager
I have taken on a new position for a company and the previous installer of OpManager is out of date and LOTS of servers are no longer there and firewalls have been changed etc... OpManager hasn't been updated in almost 2 years. QUESTION: Instead of going through each server, port, firewall, etc.. and changing stuff - Is there a way to delete EVERYTHING and start from fresh!? Thank you for your help! -B
Do not open the site ServiceDesk
Hello. After installing and running the database and ServiceDesk system, I can not open a website with an external host. Port ServiceDesk - 80. netstat shows that listening ServiceDesk only protocol port tcp6 The output: tcp6 0 0 [::]:http [::]:* LISTEN What and how to fix it? So ServiceDesk to listen on port protocol tcp4? OS: Linux CentOS 7 x64. With respect. Igor Stepanenko.
Organize Ticket Polling View
Dear Support, I hope we can add a feature that can help the technician organize their views on ticket. We have created a customized field named "Clients Name" and we want to have a view on all technician like on the below Group by "Client Name" and sort by "Ticket Status" and "Created Date" and Something like similar to Outlook that we can create a folder to organize the tickets. and a view of how many task is completed like 8/14 where 8 is tasks closed and 14 is total tasks in a ticket. or if we
How many resources can PMP manage
Hi I am looking for an enterprise solution that must be fit for purpose to manage 5000-10000 endpoints. For instance we would like to manage all local admin passwords for all our Windows 7 and Windows Server 2008 machines within our global organisation. Is this tool the right tool and how does it compare to the SANS based powershell scripting method to do same. we would then look to expand to other resources i.e. SQL db, network devices etc thanks in advance
Business View Maps in API Client
Anyone else find that the Business View Maps in the API client are horrible? None of my lines representing a connection line up to the devices. OpManager also automatically turns curved lines into s-curve lines, and does not allow you to manipulate them. Am I stuck having to flip between the Old UI and the API Client when I want to view any business views?
Ability to add text field to a template that lets you choose several options
Ability to add text field to a template (servicereq. incident and change) that lets you choose several options , same function as the asset field and service field .
Not able to get Serial Number for Cisco 2960X Switches
Hi, I had loaded CISCO-ENVMON-MIB , but still I am not able to see the Serial Number only for the Cisco 2960X Switches. Thanks, Ramesh
Merge Request Notifications
Hi, I would just like to inquire regarding the notifications during merging of requests. We are currently using version 9.1 build 9102. When we are merging the requests, it does not ask anymore if the tasks will be included or not during the merging, it automatically copies the tasks from the other request to the retained request. But before with version 9.0 build 9022, it has a notification for the tasks inclusion. Can you clarify on this one? Thanks! Geraldine Legaspi
Dissociate
I setup a test work order system for on-demand use and I'm trying to spin up a newer production one. However, when I invite some of my techs from the test system it says I need to dissociate from the first organization. However, I've already gone inside and deleted them from my tech list. How can I dissociate these few guys so they can accept the invitation to another help desk system?
How to change already expired password
Hi, Is it possible for users to change their already expired passwords? I've tried to with testing account and successfully changed password, but new one remained in "expired" state. -- Nikita.
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY
Hi, this error appear when i try use Service desk in Chrome/Mozilla.(NOT in IE) Can somebody helpme with tis error? Thanks.
Reporting hours with Charts
I have 2 questions in regards to reporting: 1) When I use the reports that are out of the box, I attempt to use the Report for hours for technicians and it will show the "time spent" for each technician. However, I am not able to show the "time spent" in the graph. Is there a way to get the "time spent" to be the attribute for my X axis on the chart? 2) How can I query the requests and projects modules to show the true total technician hours? Thank you SDP: 9.1 Build 9103, DB: PostgreSQL
Patch Deployment Problem
Hi i have some problem with patch deployment.the patches are deployed and the status says "Patch already Installed and the changes will not be effective until the system is rebooted.". no matter how many time i reboot clients and rescan for missing patches they will remain in this status. what should i do???
Request indicator
It would be useful to have an indicator next to the requestor's name that shows you if they already have any incident/s logged. If the flag shows that there are other issues logged, you can click on the indicator to show a list of the other requests (just in a pop up window or a new tab) This means you can reduce the amount of duplicate requests. Is there something like this already available?! If so, I haven't stumbled across it. Cheers
Security Questions Regarding PMP build 6900
Hi, I've received the results of a recent security scan in my environment and it is reported that PMP on port 7272 has Weak and Medium SSL cipher suites supported. Is there way to disable these so as to use only strong/high cipher suites? The same scan reports port 7273 supports directory transversal and insecure TLS renegotiation. Is this port required for anything and if not how can I disable it? If it is required is there a way to disable the above mentioned support? Thanks
Manage Engine Service Desk
When trying to view Attached Screenshots in SD I am getting a certificate error. How do we change the link to point to the url and not the computer name?
Pending status under matrix report
Hi we are getting pending status under matrix report on the below given format how can i create a report with heading instead of false is open and true is completed. Thanks Anoop PS Mob - 9995822232
Need a report to detail which computers/workstations a specific software title is installed on
How would i create this. I am new to sql queries.
Access to archive of a deleted host
Hi, I have deleted an obsolete windows host in ELA. Its archived logs are still there in ELA\archive, I would like to access them to seek for an old log entry. The problem is, the host isn't displayed anymore in Settings\Archive\Archived Files so I can't select the archive file. I tried recreating a dummy host with the same name but to no avail. What is the proper process to access to these archived logs?
How do I change the port of the Netflow Plug-in for OpManager
We have OpManager build 11600 installed, as well as the Netflow Plug-In both on the same server. We have configured OpManager to use an SSL certificate we generated from our internal certificate authority and that is working fine. When we go to "network" and then "netflow" it say's the page cannot be displayed. At the top of the screen it say's. "NetFlow Plug-In has not started because NetFlow Plug-In is not changed to secure mode". I have done the following per documentation: 1. stop opmanager
Update from 8.1.0 Build 8109 to 9.1 Build 9107
Good Afternoon! I have been trying to update our Service Desk and I am running into trouble. I've followed the instructions that I have found on the website and am not having much luck. I've taken our live database and made a copy of it on a workstation to see if I can get it to work with a step by step update but after trying to get to about 8. something, the database doesn't seem to response. Since we are currently using the Free version we do not get support. The original install of our ServiceDesk
HA sync along with Live Backup
Dear all did anybody implemented both 1) the HA sync along with 2) the live backup with PostgresSQL? I'm using 8.2. The documentation is not clear if this can be done. About the Live Backup, it mention the mysql configuration, and I guess it's the same for PostgresSQL. Thanks for your help Best regards stefano
Modifying the default screens for incident, problem, or change templates
Is there a way to modifying the standard screens and field for the incident, problem, or change templates? I would like to remove or change the values of certain fields. Thanks, Joe.
App manager API and sshPkAuth
I try to add my linux server by API and use sshPkAuth, But I got a result <response response-code="4206"> The username and password mentioned in the request URL should not be empty. my API. https://host/AppManager/xml/AddMonitor?apikey=admin_key&os=Linux&type=servers&displayname=myhost&host=10.229.xx.xx&subnet=255.255.255.128&mode=SSH&snmptelnetport=22&username=monitor&password=&sshPKAuth=on&description=my_sshPkAuth PS, I can add server and use sshPkAuth by GUI web. anyone have an idea or example
ServiceDesk Plus 9109 Released
Dear Users, SDP 9109 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9109 SD-60736 : Task Completion Status automatically changes to 'Closed' during application upgrade. SD-58884 : Unable to archive the request if it contains task with work log in it. SD-60907 : Technicians who do not sort the task list before migration can not view the task tab under the request. Please refer to the below link for
Form Rules
I have been trying to get the form rules to work and have not had any success. I am trying to get a field to enable after a certain field is answered. Example Field one : What letter comes after A? Pick List B,C,D if they answer B, I want field 2 to activate. So far I have tried added both "on form load" rules and "on field change" rules. I have tried both "enable fields" and "show fields" actions, but I cant get anything to work. Do I need to have the field included on the form, or does it appear
ManageEngine ServiceDesk Plus Restore Problem
Dear All I am facing problem when i restore my data to new help desk server version all work well. but all new configuration i made on new server is overwrite by old backup file restore data process. is there is any custom Process with the restoreData.bat file.
Trouble editing Login page.
I'm having some trouble editing the CSS and html files that havfe an effect on the login pages. Made the changes to the XML file to point the login page to index.html rather than the .jsp. However this is only partially changing the aspects on the page, some parts of the image I am unable to change no matter what. For example I change the colours on the CSS and realised that images are used for the rounded edges on the table at the login page, I tried to edit these images to match colour with the
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