Auto Assign Tickets to Specific Sites
Hello Everyone, I am setting up multiple sites for different locations that our company has. Basically what I am trying to accomplish is this, I would like when someone submits a ticket via email to set up a rule in the subject line or wherever that it automatically gets routed to the proper site. I was looking through the business rules and cannot find anywhere where it says if a ticket comes in and follows these rules then assign it to x site. I can only find assign it to a specific technician
Sum bug in display DataPicker
Hello.In my config setting: Start day of the week is Monday. But while create new Changes and setup "Scheduled Start " in DataPicker week start from "Sunday". In Request all work fine.
experts are not edited and customers
We decided to try before they buy, and are faced with a problem. it is impossible to edit User and Related Settings - Support Reps there is nothing, just a blank page. You can create a new specialist, but can't edit. Customer same situation
Change font color in requests list on Service Desk 9.0
Hi, I have an requirement to change font and icon color in the section where list of requests is placed. Any clue which css is that? Thank you in advance for your help.
Failed to start the server. Please refer logs for more details -- Service Desk version 9.1 64 bit on CentOS Linux 7 (Core)
[root@fr bin]# pwd /opt/ServiceDesk/bin [root@fr bin]# sh run.sh & [1] 7470 [root@fr bin]# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-b
Server Migration
Hello, We are in the process of upgrading and migrating ManageEngine ServiceDesk. This upgrade and migration is fairly significant, and I am chasing some advise on proper process. I have had a good look around but have been unable to find a comparable senario. Current environment; Server "MESD01" 2008 SP2 MSSQL 2008 MESD 8208 We are migrating to a segregated infrastructure model. Server "MESDAPP01" 2012 running MESD 9100 and server "MESDSQL01" 2012 MSSQL 2012 So here we are upgrading the
REST API : Request Operations
Hello 1. Get Requests: How filter requests by requester ? 2. Adding Request: How create a new requester on adding request? Thank you
Task management
Hi, I am now using the task function on servicedeskplus but i am facing a problem to manage them, when a team leader assign a task into a technician he stop to be able to see it.
HTML e-mail
We switched from an older helpdesk software to ServiceDesk Plus about a year ago and like it very much. One of the biggest items we miss from our old helpdesk software is the ability to add HTML to the e-mail notifications. This allowed us to put the metadata for the request in a table making the notification easier to read for the end user. If we could get the ability to do this with ServiceDesk Plus it would be very helpful. Thanks!
if user not log in , user can not use restapi page?
I'm using restapi on my html page.but i wanna if user not log in , user can not use restapi page.how do i and how learn I username,userid?
Email configuration is the same, why opm configuration can be successful, and apm is not
Hi everybody, when I configure email in opm and apm,the opm Email configuration test is successful and apm is not. And SMTP Server does not need r equires authentication. The screenshot followed:
Hyper-V Replica monitoring
Can OpManager monitor the health of Hyper-V's "Replica" feature that was introduced in Server 2012 (and now R2)? That is, on a per-VM basis can we set up OpManager to send an alert if the Replica status goes from "Normal" to "Critical", for instance?
Importing Asset information
I see one can import a CSV file for assets in Service Desk on Demand. Is there a template that has the needed column headers and numbers format available?
Pending customer notification
Hi, We were asked to send 2 notification to the requester if we don't receive answers when requesting details. Is there any option to use a second timer for some statuses that already have the "stop timer" flagged? for example: The user wants a new monitor, the support team asks him the size of the new monitor. If we don't receive any answer we need to send him a reminder after a few hours, a new reminder the next business day and close the ticket in the 3rd day.
Expose header tags in solutions
We are using ServiceDesk Plus with great effect in our organization and find one of the more helpful features to be the Solutions. We are working towards putting all of our current procedures and knowledge base articles into solutions and have run into a couple of issues. The biggest of these issues is the inability to use header tags. What we would like is to have several sections to our KB articles similar to vendor articles such as "symptoms, resolution, more information, etc" (see https://support.microsoft.com/en-us/kb/943144
CMDB relation
Hello, I have a relation made with between a department and a printer. See below. But if a make a incident with Ben or Ben Langeveld, the field ci shows "no asset available". Do i forget something, or is thsi nog working. If a made the relation direct from the CI to mine name it is working. kind regards.
How can i define an MSP Account requester as Account Manger on other Accounts?
Hi, My internal Sales team persons are "account manager"s for the clients (accounts) i have in SDP-MSP. But they are requester of the MSP Account. How can i Associate them as account managers for other accounts without being requester of that accounts? Best Regards. Vítor C.
change the view?
it is possible to change views ( delete views , change the order , etc. )? Please check the attachment. Thanks
separate log folder
Hi there, OpManager build 11500 Is it possible to direct the log file to a different path? Perhaps another disk? We got our C:\ with only 500MB free space. Thank you.
E-main attachemtn file size.
IS it possible to change the file size of attachments when a support request is submitted by e-mail?
SSL vulnerabilities
Please stride to acquire an A rating from https://www.ssllabs.com/ssltest/ As of now upgraded to build 8114 and see a rating of C. I'm sure most if not all of these vulnerabilities can be patched or avoided. https://community.qualys.com/blogs/securitylabs/2009/11/05/ssl-and-tls-authentication-gap-vulnerability-discovered https://community.qualys.com/blogs/securitylabs/2011/10/31/tls-renegotiation-and-denial-of-service-attacks https://community.qualys.com/blogs/securitylabs/2011/10/17/mitigating-the-beast-attack-on-tls
Auto-closing work orders
I would really like a feature where we can place a request into a "Monitor" status that will close the work order automatically after a set period of time. What we would use this for is to setup a proposed solution, communicate this to the end user, and then change the status to monitor. If the end user does not reply back in the set period of time, the solution will be assumed to be valid and the request closed with a success status.
Problems with Import Registry Settings
When I try to deploy RegSettings (HKLM...ODBC..) with "Configuration - Registry Settings" and specify the location of the regfiles, the result after exection of the Configuration is always the Error Message: <<One or more Registry Files could not be imported>>. System and administrator accounts have full rights to that registry-path. Before that I tried to import the regfiles with a script using regedit /s \\... The Script also creates a folder and copies a txt.file to the local Disk. Creating the
Excluded" and "freeware" software is listed as "Under Licensed"
Hello, In our "Scanned Software Assets" overview all the "excluded" and "freeware" software is listed as "Under Licensed". How can we fix the compliance type for all the software to compliant? These software is scanned with a previous version op Manageengine Servicedesk, now we are running 9.0 Build 9002. If we add new software to ""excluded" and "freeware" the type is set correctly. Regards, Danny
Project module: new filter for "Involved tasks"
Hi, I would like to have a filter to see only the tasks the loggedin user is involved into. It can be a dropdown addition to the current on the left ("1" in the image) or an addition to the one on the right ("2" in the image). About the wording, if the choise will be "1" then I suggest to add "Myself". If instead we go for "2" the I suggest "My open Tasks". What do you think ? Best regards, Simone
Validate Device unmanage
It is possible to create an action for device validation that are as unmanage and send an e-mail. Run every X time. Thanks
overview of switch interface utilization
Hi there, OpManager build 11500 For the past few weeks, we've been having this report of a particular switch port goes above the configured utilization threshold. Problem is, we're having a hard time finding out where does the traffic went from/to. So my question is, is there (an easy) way to find this out? I'm thinking of a graphic showing a bar (% in/out utilization) for each port at a particular time. Really appreciate your advice on this!
Schedule Downtime for a Monitor and not a Device
We have set up a file monitor for a file that is being updated by a scheduled task. The scheduled task is on a server that needs to be monitored 7 days a week. The scheduled task however runs only Monday through Friday. I am hoping there is a way to place downtime on the monitor itself apart from the server. We could associate the monitor to a device that is not monitored on Saturday and Sunday but I would prefer not to do go that route. In short, is there a way to set up a monitor so that is
Departement Based Approvals
Hi there, In our Company we have different departements ond the same site which have different approvers for are IT-Service Catalog. So what we would like to have in SD+ is that we can automaticaly select approvers based on the departement a requester is in. Is this Possible or do we need to make a different service for each departement and there for add manually different approvers?
Stopping email replys to certain accounts
Some users, some devices and many external organisations will not handle reply emails. The ability to flag a particular requestor account as "do not email" so that the automatically generated emails (notify on close/resolve/update) are not sent to them will stop the current impasse we have. For example, one of our suppliers automatically sends us emails to notify us of any communications issues. However, the automatic responses from the service desk are recieved by their automatic system as a
mark leave or unavailability for a half a day only
Hello I would like to know if and how it is possible to mark leave for a portion of a day only. (let's say a half a day) Up to know, I can only mark unavailability for a whole day. Thanks Best regards, Marc
mange views?
Hello It is possible to mange the views (delete, change order)? Please see the attachment .
Project suggestions
Hello guys, Let me first say that the suggestions below do not need to be implemented yesterday :) We are using Projects quite a bit, and are pretty happy with it. But may i suggest?: Add a 'Meetings' tab, where it is possible to type in your future and past meetings, and where we can include the meeting reports. In my case some of our projects have as much as 15 meetings during a project lifetime. Having a central register of all of those meetings, would be awesome! Add a tab 'Solutions' --> the
Work Log Column
Is there a way to add a Work Log icon on the main Request view much like the Notes icon so that you could get to it without multiple steps? Unfortunately the "Tasks" icon doesn't let you create a new Work Log entry. This would really help. Thanks.
SLA Overruling
Hi, I have a question regarding SLAs. If I have two different SLAs, one for priority (High/Medium/Low/Normal) and one for Category (Hardware/Software/etc.), and they are both used upon creation of a request, how do I know which SLA will be used/followed by the system? Some of my tickets followed the Category SLA but some followed the priority SLA. Thanks! Geraldine
Extend landing server feature to tunneling connection with other resources
It would be very useful if landing servers with SSH connection it make tunneling the connection of others resources beyond SSH/Telnet. With this extended feature PMP could connect on virtually any resource on remote site. Suffice to have a direct connection or through a VPN with landing server and any other resource on remote site would be accessible.
Contacting Customer Care?
How do I contact Customer Care ( not support ). We have constant problems with out OPM system, whilst they do tend to get fixed it can take ages ( I have had a call fixed yesterday after 2 1/2 months ) but that has now broken a Kludge to fix SMS delivery. It seems like the software is not being well tested before release and we are doing the testing live! Can Customer Care contact me on this. Thanks Robin
Is it possible to change the search for solutions for the search of request's description ?
Thanks for your help
Linking Various Tickets
Hi, I am not sure if this can be done, but I would like to look at linking various support tickets, but in a certain way to track project work raised within Supportcentre ...please see example below
How to view network traffic for custom period of time?
Hi, I can only view network traffic for last 6 hours. Is there any way I can view network traffic for custom period of time? Thanks
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