OPManager not starting up
We had issues with our OP Manager server today. After restarting the service it hangs at start up. After reviewing the Wrapper log it get to ( details below) and does not go any further. STATUS | wrapper | 2015/08/18 22:16:30 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2015/08/18 22:16:30 | Copyright (C) 1999-2012 Tanuki Software, Ltd. All Rights Reserved. STATUS | wrapper | 2015/08/18 22:16:30 | http://wrapper.tanukisoftware.com STATUS | wrapper | 2015/08/18
When is a License unused
Hi there. I just added manualy new managed Software with multiple Enterprise Subscription Licenses. After Allocating them to the Workstation i saw that I didn't Need to allocate one Key. But this key does not show up as an unused License in the Software Summary. Why is that? And when is License an unused License? Cheers Cédric
Set DueDate while creating a request
Hi, is there a possibility to set the DueDate of an request at the time of creating the request (with the webform or via the API) ? Kind regards Mario
Multple Requests Created due to Carbon Copy
Most of our requests arrive in SDP by email. Many times when a Requester sends a request they carbon copy other employees. If these employees reply to the Requester's email, it creates additional requests in SDP. We have to go and delete the extra requests, sometimes days can pass before an employee responds. When this occurs the person assigning the request may not know another request is already in the system for original request. Is there a way to prevent SDP from creating the multiple requests?
¿Que puertos habilito en el FireWall de Windows para que se ejecute el Agente?
Buen día: Tenemos problemas para que el agente que se genera en la aplicaciones de ServiceDesk Plus se ejecute y guarde las modificaciones que se hacen en los equipos que tenemos registrados en los activos, si desactivamos el Firewall de Windows funciona correctamente; pero si esta habilitado no se actualiza. Que puertos en el Firewall de cada maquina tengo que habilitar o que proceso hay que seguir para que esto funcione correctamente. Gracias
Notify Task Owner when there's a reply to email
Dear Support, I noticed that only the ticket owner is being notify when there is a reply from requester and not all the task owner. If there is a ticket with multiple task assigned to different technician. How can they be notified when there's a reply from requester? Additionally, Notification bell should have an option to show all notification in a 1 line list. this is extremely useful if you are receiving more than 50 notification a day. and there should be a markings if the notification has already
Add information from a field to the subject line
Hi, Once a field has been populated in a template, I would like that information to be added to the subject line automatically. e.g. A ticket is raised, with the basic information, a request is sent to a third party company (this is not done straight away, it may be a few days later just depends if the issue needs to be raised with the third party company) upon which they will reply to which will then include there ticketing system number, that number is manually added to the required field by
SupportCenter Plus Hotfix 8001 release
Dear Customers, Hotfix 8001 released today. Here is the link to download the hotfix https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features and issues fixed in this release Features/Enhancements : Sl.No Feature ID Description 1 12797 API keys can be generated from the Preferences link 2 12839 Cc recipients in the request is termed as Followers. Users can add them as followers with their names and emails to get the request notifications from the
Sites that are not default site not available for selection
We have multiple sites (in different countries) and need to assign technicians to those sites. However, we cannot assign a task template to them nor assign a service catalogue template to any support group that is not in the default site. The logic therefore does not work, and we are forced to have everyone in the default site which makes a nonsense of having different sites in the first place. Isn't the whole point of having different sites, so that there is a clear separation of resources and activities.
Update first request when users are responding to mail thread
Good day, When a requester sends a mail to multiple parties and includes our requests mailbox, and users reply to that mail... it creates a new request for each reply. Please add ability for system to update first request when users are responding to mail thread instead of creating a new request for each reply. Kind regards Renier
What's the Purpose of Linked Accounts?
Linking accounts (say a local AD account with O365) doesn't seem to serve any purpose. The documentation on this feature is slim so I would appreciate some clarification. Cheers, Kyle
Import CSV File into OpManager
Hi, I have a many devices (aprox 2000) and all of the devices must connect with google map, and i want to import them (csv), but i dont know the fields that containts longitude and latitude, for now i just know DeviceName, DisplayName, and DeviceType fields. does anyone know the fields that containt the longitude and latitude for the google map? Thanks
Agent Re-installation Error Message
I have a machine that had the Desktop Central Agent installed. The machine was moved to a different physical location. I was unable to remote to the machine so I did an uninstall of the agent. Now when I try to install the agent I get message - "This advertised application will not be installed because it might be unsafe. Contact your administrator to change the installation user interface option of the package to basic." Has anyone encountered this problem and know a fix? The machine is a Windows
SDOD creating Department Heads
I have created Departments to represent various buildings on campus. I am trying to assign Department Heads. The names of the Department Head is in the Requester list. However, when I try to assign a name to the Department the name list is blank. I type in the first few letters (I have even typed the entire name) and the list is coming up blank. How do I create Department Heads?
AD Sync with hosted ServiceDesk Plus
just turned on SAML and pretty solid however noticing a few things... one item is that the sync util they provide is meant to be manual and not automated and doesn't really update user data...is there a better option? such as LDAPS in or maybe FIM like scenerio?
Juniper SSG500M, Catalsyt 3750-X Unable Login
Sir, I here do have try login with telnet to my switches manually, it working normally. While using Firewall Analyzer it success for only login but failed enable it. For Juniper netscreen SSG500M I totally unable telnet login at all. It that the version 8.5 SP5 special trick to togin to this two device
Best way to handle a DMZ?
Hi! How do you use PMP in a DMZ? 1- install PMP in the DMZ, and do not use the LAN PMP? 2- install PMP agents, which connect to the LAN PMP? (not good since it requires a DMZ to LAN opening) 3- install a slave PMP in DMZ with database replication from LAN to DMZ? (but can a slave PMP server reset passwords? is there a way to do a partial replication of the database?) Thanks for your help, LD
SLA Report
HI i am looking for a report/query which will show me the following info, First response sla fail (true value) with who the first technician was(initial assignment) and support team(group) query needs date parameters and category,sub category,item,as well so that i can easily breakdown in excel. Using SDP 9.2 and mysql. Thanks
Close incident when alert is cleared
Greetings, I've been told that OpManager has the ability to close the incident generated by an alert when the same has been cleared. I'm using ServiceDesk 9.0 and OpManager 11200 but the incidents opened by alerts in OpManager remain open until we take manual action. Could you guide me on where should we configure that? Attached a screenshot of the current config. Thanks, R
Change Asset status with Field and Form rules
I am setting up an incident template for assets that one of our other locations can use for tracking when an asset is shipped. I thought that if I could use the field and Form rules, I should be able to change the status of an asset from 'In-use' to 'Out for Repair' or something to that effect. Anyone good at scripting that can help with this? I'm new to SDP and a lot of the other software I tested made this type of thing easy with drag and drop. Any help would be appreciated. Jason
Release announcement : Applications Manager v12.2 now available!
Good news! ManageEngine Applications Manager's latest release, version 12200 is available for download. This is a major version upgrade with a host of new monitoring features. Feature highlights: Ensure better end user experience in Citrix XenApp environment, by tracking performance of Citrix services, XML brokers, user profiles and more. Get a complete picture of Microsoft BizTalk's architecture by monitoring parameters like message box status, orchestration states,
prevent dcmsghandler.exe from taking focus?
Hi, One of my windows 7 pcs on the network is used as a media player to display promotional material but dcmsghandler.exe regularly steals focus which causes the media play to minimise and the desktop to be displayed. I've tried to run the media player in "fake" full screen (windowed mode without toolbar etc) and enabled the "stay on top" setting but it still minimises about 3x per hour. How can I prevent dcmsghandler.exe from doing this please? Paul
Account attributes and incident templates
I have created an account attribute that I would like to include on the incident template. I haven't been able to find a way to do that. Is this not possible?
Best process for mass moves or mass deletes
So we are considering adding some remote offices organizational reasons and also have a weekly task of decomission of old servers. Mass adds are pretty straight forward but what is the best process for mass deletes or selecting devices to mass migrate to the new Remote Offices? The only way i can see now is find the device check the box and either hit move or remove system.
Username or Password is incorrect - AD Logins
Hello all, Attempting to login using a domain account produces the message above. I have successfully imported the users from our AD infrastructure, and know the password for the user ids we are testing is correct. We have tried selecting the domain from the dropdown on the web page login, but no luck. Is there something else to check? This is for Service Desk Plus v 9.0. Thanks.
Request Catalog - Adding a resouce
When creating a template and adding fields in the resource area. Is there a way to expand the text box so that it can be multi line and "grow" with the data as it is inputted. We want to use this field to capture answers that will be "more than one or two words" The only solution I currently see is to add multiple text boxes and that just does not look professional.
OpManager fails to get CPU utilization
Hi, I have OpManager EE runing. I have all servers SNMP enabled. But OpManager is not showing the CPU utilization of my Linux server which is a 4 CPU server. memory,disk,etc... are ok..no problem with them.when i try testing the monitor it fails only for CPU utilization. any other SNMP configuration for 4 CPU servers? for other two CPU windows servers it shows the CPU utilization for both the CPUs. Rgds, Rajkumar
Uninstalling NetFlow Analyzer
Hi, I want uninstall netflow analyzer, Linux version, and install it on another server, but when I give the command ./uninstaller.bin I receive: This application requires a Java Run Time Environment (JRE) to run. Searching for one on your computer was not successful. Please use the command line switch -is:javahome to specify a valid JRE. For more help use the option -is:help. Can you help me? Thanks
Issue with sending web-form request
Hello, we have only one web form for requests, that users use. After recent update (not 9105, earlier) users became report us about issue with web form. "Add request" button does not react when user fill web-form in Google Chrome. It appears chaotically, with no dependencies. There are not even web trace when you push this button, form just hangs out. Nothing helps: "cookies" clear, browser restart or even computer reboot. It disappears as suddenly as appears And appears only in Google Chrome. There
Technician Notifications
I would like for our techs to receive email when a request is opened. Now, when I go to the Notification Rules, the option is there BUT it tells me to add the technicians. IF I add all of the tech, they will only get an email when a request is created for their group, correct? Not every time a request is opened? Just want to make sure. Your help is greatly appreciate it!
$tags: Email replies attributed to wrong technician
We're having some issues with the email reply templates within SD+. Using the $Technician tag in the email template includes the name of the technician the request is currently assigned to, not the name of the currently logged in technician who is sending the email. This is causing some confusion, as emails are being "signed" with the wrong name. Is there a more appropriate tag that will sign the name of the currently logged in technician? Thanks.
Delete Organizations in MSP edition
How do you delete organizations in the MSP edition?
X509 certificate mapping not working
We are evaluating password manager pro MSP and use x509 certificates for login. We configured our CA root certificate and OCSP server. When setting the certificate attribute we use CommonName (note that the documentation states this is a dropdown, it is NOT on linux it is a free text field) which is formatted as such: lastname firstname middlename username We map the pmp attribe for manually added users to username. The user is unable to log in as PMP fails to recognired the username portion
Bulk Password Reset
Hello, I am currently working on setting up Password Manager Pro in our POC environment for testing. One of our primary needs is the resetting of numerous local accounts on systems that are being used to run various different tasks. Is there a way to do this en masse without having to drill into each system? I've imported all of our resources via AD but when I try and do a password reset I do not see any option to select which account I'm resetting, only the option to generate a unique password
Migrate to new server
Hi, Currently I have Service Desk Plus Version 9.0 Build 9041 with MySQL DB installed on Windows Server 2003 and I need migrate to new server running Windows Server 2012 Datacenter Edition. How to proceed? Tks for support.
ability to sort
While the report section of Service Desk has been greatly improved, I am still disappointed by the lack of sorting ability when creating reports. Why aren't there any sorting options? This also goes for the inventory section and many other lists in Service Desk. The sorting options are lacking. Any list or table in Service Desk should be sortable.
ServiceDesk Plus MSP - version 8.3 - Build - 8311 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8311. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8311). Other users refer the Migration path table available here and upgraded to our latest build 8311. You can also know the issues fixed and enhancements from our Read me . What's new in ServiceDesk Plus - MSP build 8311 ? Issues Fixed MSPSDP-6876 : Newly created Holiday's date's are wrongly shown in Holiday list view. MSPSDP-6933 : Unable to map
Report with OPERATION: CLOSE Performed by ........????
Good morning, I would like to include in a report who closed the Requests. At the end of the request history, at OPERATION: CLOSE Performed by ........ we can find if the a request was closed by System Requester or A specific technician I can’t find the table-field to include this data in a report. Could you help me. Rdgs, Arantza
Crash Preventive Maintenance Tasks
When we updated the Servicedesk, Servicedesk stopped working. We recover data from a backup, but were some problems. Preventive Maintenance Tasks not working.
Is the SCP username / password database encrypted?
Our auditors are requesting information on how usernames and passwords are protected in SCP. I assume this request is based on the number of recent data breaches that have been occurring. Specifically - are the user names and passwords encrypted, and if so - what type of encryption and hashing / salting is used. Thanks dcc
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