Licensing Question
I recently got one of those free licenses from https://www.manageengine.com/products/service-desk/free-it-help-desk-software.html#getfree for 100 techs and It says expires next year my question is will I need a new file next year or will it still work and never expire like the free versions available in the installer?
Approval email notifications
Can someone tell me if there is a way that when someone is requesting hardware or something that costs money, that the email to the approver would have more information? I.e. Item and cost? Or is there a way to use the purchase module so that the approval goes to the manager with all that information? If you look at the approval emails, they are rather limited. Then when you click the link, there is not much information there for the person approving to know. For example, is the phone request
Critical : Error while invoking backup
Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: There is not enough space on the disk at java.io.FileOutputStream.writeBytes(Native Method) at java.io.FileOutputStream.write(Unknown Source) at java.util.zip.DeflaterOutputStream.deflate(Unknown Source) at java.util.zip.DeflaterOutputStream.write(Unknown
reply to post notification?
Hi there, This is a question with regards to the OpManager forum itself. For some reason, I'm not notified when someone reply to a post I follow - I do have the option Notify me on response checked! What would be the email address used for this notification? I'll check if they got caught by our spam filter. Thanks.
Migrating Standalone OpManager Essentials 11.6 to Enterprise OpManager Probe 11.6
Hi, We have a standalone 11.6 Essential OpManager that has been running for some time. We have purchased an Enterprise license and we are deploying with in our environment with the plan to migrate the standalone version to a probe. I have studied the instructions in the wiki explaining how to perform this migration but I have some questions about the "MigrateToEnterprise.bat". I have built the new copy of the Standalone and restored the database as per the instructions. When running the Migrate
Permission Account and Contact
Hi ME Team, I raise a feature request a couple of years ago regarding Role permission I see in the new version you have extended the functionality but unfortunately our requirement was not part of your implementation We need the ability to limit a support Rep. to only be able to create a contact but not an account because Accounts are being imported from the ERP system and maintained their once a month reports are generated and imported into the ERP system ! Because support reps. accidentally
MIB Browser Questions
Hi, I'm looking at the MIB browser tool and have some questions. Is there a way to search by OID, I've only been successful searching by an object name? Is there a way to get a trap's OID displayed, along with what objects are valid/mandatory within that trap? Thanks.
How to Use "User Groups" - where is this useful?
I have created two types of Users in the "User Groups" area under ADMIN of ServiceDesk. I don't see anywhere within Service Desk that I can use the groups I have created I am a newbie so I apologize if I am overlooking something obvious.
How to use certificate generate by my internal CA
Hi, i want to know how to use certificate generate by my internal CA. I generate CSR on ADSelfService, and create certificate on my internal CA, and follow all the step's(put CA certificate and generated certificate on same keystore and copy to conf folder), but when i try to access ADSelfService using https give the message that certificate is not trusted. Regards, Gerson Jamal
Bill Rate
I am trying to understand how billing is calculated and if there is any room to adjust how it is calculated. Let's assume that the billing rate is $100 per hour for the work that is done. If all the work for the month took 45 mins to complete, how much is charged? Is it $100 (rounded up), $75, or no charge at all? Can we bill in 15 min increments? In this case if the work for the month was 1 hour and 15 mins would it or could we make it so that it would bill this customer $125?
Vulnerability Database Update fails
Hello, I turned off my server during my vacation, I switched my license from trial to free, as the 30 days were over. Now I am trying to update the vulnerability database, Everything works, except the last step, "Syncing security updates" It takes a while and fails after about 5~10 minutes. - I already turned off all security software that can possibly block anything, - I already turned off all network-based security( Astaro UTM), to avoid it blocking anything. It still keeps failing over and over
Auditing Read/Write of Large Files
Is there any way to have ADAudit send alerts out if a large file (eg >500MB) is read or written? I have a situation where people are dropping full uncompressed dvd files to our shared drives and then wonder why they won't stream over an adsl line, so I'd like an alert when a file gets written and I can go discuss alternate ways to distribute the videos. My shared drives are all on NetApp CIFS, and ADAudit works well for other monitoring like mass deletions/etc.
Issue with resetting request ID to start at 200000
Trying to reset request ID's to start at 200,000 I used the following query: insert into workorder(workorderid,requesterid,createdtime,respondedtime,duebytime,completedtime,timespentonreq,isparent,is_catalog_template,fr_duetime, haschange,hascausedbychange,hasproblem,surveystatus,hasdraft,resolvedtime) values (200000,1,0,0,0,0,0,true,false,0,false,false,false,0,false,0); Return code: Msg 128, Level 15, State 1, Line 1 The name "true" is not permitted in this context. Valid expressions are constants,
Get Request List by Requester from API
I accidentally posted this topic in the SDP-MSP forum, but I think I meant to post it here. Here is what I'm trying to accomplish: When there is a problem with our software, users will send an e-mail to an e-mail address that we have set up. That e-mail creates a new request/ticket in ServiceDesk Plus. When the user/requester logs in to our third-party student/faculty portal, they will have a section titled "Open Tickets". This is where I want to display only the ServiceDesk tickets associated with
some files missing after update
Hi after I updated my software to 9103, I got error on some links, like: incident-additional fields, extra actions, request custom menu here's what is shown (for incident-additional fields) :
Error while adding member servers
This morning I tried adding several new servers to the Member Servers, but I received this error: Successfully configured the Member Server(s) and Error while enabling audit policy via GPO (The process cannot access the file because it is being used by another process - Error Code:20 The process cannot access the file because it is being used by another process - Error Code:20 Unspecified error - Error Code:80004005 ) I have tried restarting the AdAudit service but the error persists. This is running
Block 3rd Party Applications from being available under Patch Management.
It is taking us longer & longer each month to approve Updates manually as there are more & more unnecessary 3rd Party Patches appearing. Is there a way or could there be a way for us to block these 3rd Party Applications from appearing? We do not want LibreOffice, iTunes, CDBurnerXP, Poedit, Opera, & so forth from even appearing as an Option to be approved. If we could at-least set them to auto Decline would suffice. As we search for Not Approved Patches recently released. Thanks,
View SQL or arbitary Reports
I would like to be able to view the underlying SQL of an arbitrary report. Would make it easier to create custom SQL queries and understand the schema.
Query for Requests including notes for a few specified departments
Hi Im looking to manipulate the below query to allow us to run a report that will show tickets w/ notes belonging to technicians of specified groups. SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',aau.FIRST_NAME 'Requester',ti.FIRST_NAME 'Technician',qd.QUEUENAME 'Group',rtdef.NAME 'Request Type',std.STATUSNAME 'Request Status',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i') 'Created Time',ns.notestext'Notes',DATE_FORMAT(FROM_UNIXTIME(ns.NOTESDATE/1000),'%d-%m-%Y %k:%i') 'Last
Preventive Maintenance notifications
Hi world, I made a preventive maintenance and schedule it all works fine, but when the ticket is automatic created the system don't send notification to the customer and the technician, only appears in the Request list, there are a way to generate this notification to all the involucrated persons? Thank for your assistance Mike
Add Dynamic Reporting Periods for 'Year to Date'
Would be great to be able to select a reporting period of 'Year to Date' that would run from the first day of the year to the current date. Same goes for Current Month etc.
Set a Default Reporting Period
Most reports seem to have a default reporting period of 24 hr resulting in a long rendering time for environments like mine with a lot of audit data. Ideally, within the UI, you should be able to set the default period to any time period (built in or custom) either globally or per report.
Report on requests from last month by Priority in procent
How can I create a report from all requests created last month and see percentage closed within priorities SLA's divided in day, week and month?
Change approval with notes - Report
Hi, I am interested how to get report on approved changes from Device Expert with comments entered during the approval process. When we approve changes we indicate comments for each changes. If it is not possible to get this report from the web, could you please let us know how to get it from the database. Thank you
Error on business rules
I wanted to consult you can no longer work due to no rule of business, everywhere is configured as follows.
Blank page on startup [RESOLVED]
When I start my service desk up the page is blank I can not enter logon info. ===================================Start Up Log File====================================== C:\Users\cogenyk\Desktop>set wdir=C:\Users\cogenyk\Desktop C:\Users\cogenyk\Desktop>set PRO_HOME=C:\SDP\ServiceDesk C:\Users\cogenyk\Desktop>cd /D C:\SDP\ServiceDesk\bin C:\SDP\ServiceDesk\bin>SDPLaunch.exe -launchapp C:\SDP\ServiceDesk\bin>set ERRCODE=0 C:\SDP\ServiceDesk\bin>echo 0 0 C:\SDP\ServiceDesk\bin>cd /D C:\Users\cogenyk\Desktop
Removing Resolution from Technicians Template
When opening a request, the resolution option is there. Even when we do not put anything on the window and submit the ticket, the request shows that a resolution has been entered, even if we do not write anything. Is there a way to remove that option from the default template? I've been looking but can not find anything. Thanks,
Server does not start after upgrade
I am upgrading from build 9048 with mssql to 9100. After I apply the update, it says it installed successfully, but when I go to start the server, it does not start. Right before the update finishes, I receive an error stating, "Exception occured while extracting EEAR file : server/default/deploy/fosagent.war." Please advise me on what to do. Thank you, Jason
When to create a Service request from an incident
If an incident comes in from the end user that their phone has a broken screen. Do we, A) convert the incident to a Service request and order a new phone, or B) create a service request from the incident and close out the incident? Suggestions?
Service Accounts
Hi! Do you know where I can find all of the Service Accounts in the SDP application? Thanks, Jay
Request Tab Columns
Is there a way to get one of the Additional Fields from a Service Request template to display in the column list selection on the Request Tab? Right now I can only select additional fields that are on Incident templates. Thanks!
Patches did not deploy
Hello, the monthly patches downloaded fine, but did not deploy to any systems. I know the downloads were ok because they did deploy to the test group, just not to the entire company. What logs can I use to determine what went wrong? Does anyone know a solution? I should mention that the guy who used to do this left. Thanks! Beck
Put the request number in the page/browser tab title (includes workaround)
The page/tab title defaults to whatever the helpdesk has been named. If you have multiple tabs open, for instance when researching multiple issues or meeting with a customer to review issues, it's hard to find the appropriate case. It would be extremely useful for the tab title to have the request ID at the start. We rolled our own version using GreaseMonkey/TamperMonkey. This script replaces the tab title with the case number where available To deploy 1. Install GreaseMoney (Firefox) or TamperMonkey
CustomViewException when processing cvrequest - error
Hi, when we want to see associated incidents in asset we have an error [ServletException in:/asset/wsRequestDetails.jsp] CustomViewException when processing cvrequest '
How to see graphs for monitoring scripts?
Hi guys, I'm trying to use the new interface, but there I can't see the monitoring scripts graphs in real time as I can for out-of-box performance scripts. I can select it and it only gives me the option of deleting it. How do I do that?
Physical and Virtual servers showing different interface
Since updating to OpManager ver 11600 the interface for Virtual servers has changed. It looks like it is using the new API even though I have set it to use the old version. Physical server are showing correct, using the old API version. Also, under the Visualization menu tab, all the options are missing apart from All Devices. I have done a fresh install on a test server and the results are the same on there. Have the visualization options etc been removed or am I missing something. Thanks, Paul.
A MySQL query to return Closed calls without a notification
Hi Supportcenter team, We use a MySQL query you gave us previously to retrieve the status of calls, including closed calls. This doesn't appear to bring back the closed calls that are closed without sending a close notification as the query we use checks on the last entry for the call showed as Notification sent call closed. Is there a query you can provide please that will allow us to get the last entry within a request to be "Call Closed without Notification" Many thanks Rich
No EsxServers showing
I have managed to conenct the Esx Vcenter to de software. Alle virtual machines are discoverd and showing. Also the vcenter is showing but the Esx Servers are not showing. Must I enable something on the host like the snmpd service.
Change Line Manager gets not authorized error
Hello, I am using 9.0 Build 9023. I assigned a technician as a Line Manager in a Change Request. The line manager gets the email "Change ID has been assigned to you as Line Manager". When I click on the link in the email, I get "You are not authorized to view change module and details" Am I missing a step? Thanks, James.
Monitoring DHCP services
Hi All, Am using OpManager version:11400 (64 Bit) and would like to know on how to enable DHCP services monitoring on one of the DHCP server and to generate alarm when the DHCP service is down.
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