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
Memory Utilization Linux CLI No Longer Valid
Not that it was very accurate to begin with, but... The command /usr/bin/free -b | awk '/Mem:|cache:/ {print $2,$3}' | sed 'N;s/\n/ /' | awk '{print ($4*100)/$1}' no longer works on CentOS, assuming Fedora as well. The buffers and cache was removed on procps-ng-3.3.10 https://bugzilla.redhat.com/show_bug.cgi?id=1158828 How can I get Memory Utilization from RH systems where SNMP is not an option?
Security Questions requirements are too restrictive
I've just rolled out AD Self Service at my organization. I keep getting users reporting that for several of the questions there are restrictions to have 5+ characters when the question should realistically allow for fewer. For example if a user selects "What is your favorite color?" as a question, it requires 5 or more characters. So completely valid answers: Red, Blue, etc... will not work. I understand the need to require a minimum character length so that fields are not left blank, but not
Email parsing
Hello, Is it possible to somehow for ServiceDesk Plus to parse email with Exchange Flags as an example when email send from Outlook 2010/2013 with High Importance, Low Importance flags. If not is there another way of implementing to determine importance of the email outside of Subject line. Much appreciated. Thanks, Slava
All open tickets with notes fields
Good afternoon. I have the query below which works great. It shows all open tickets that have notes. I am trying to modify this report to show all open tickets, whether or not they have notes, but want to retain the note-related fields. Any help would be appreciated. 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
Push Notifications IOS
Hi, I am running the latest version of the service desk plus app and the latest version of service desk plus. However i don't receive push notifications. If I go into the app then i will get see the 1 comes up or however many jobs i have but i dont get an alert. Can you please tell me why this is? its all set up on my phone and on my helpdesk but dont get anything unless i go into the app. Thanks, Ryan
Passwrod Expiry Notification Change replyto Email
running ADSelfService Plus Password Expiration Notification Tool, v 5.3 build 5303 free edition how do I locate and change the exchange server settings? thanks
Business Rule Question
Good Morning, I am setting up everything and have a couple of questions in regards to the Rules. I need to: 1. Make ALL requests that are open to go to one place 2. Only a few can see all of the requests a. My main help desk person will re-distribute the calls to the appropriate department I have created different groups (departments) to where they will be routed. All help is appreciated it. Thank you
consultation on license expiration
good afternoon I wanted to see the following: To overcome my license SDP, which affectation will be my Incident Management 1. Access to the tool for applicants and technicians fall? 2.Only lost the administration tool, but my applicants can continue to use the tool? 3. Access is restricted to technicians? Thanking me help clarify these concerns
change replyto address - Expiry Notification Tool
running ADSelfService Plus’ Password Expiry Reminder Tool, v 5.3 free edition. I'm trying to change the "Reply To" address that is included in the email notifications. it currently says noreply@adselfserviceplus.com and i'd like to change this. I can't seem to find how to change exchange server settings in general either. Thanks for any help that can be provided.
CRC error during installtion
Dear All, I've got CRC error during installation, below is the screenshot of the error appear. What can i do to solve this problem?
Other attributes to modify as part of Automation?
Hi Is it possible to make any other amendments to a user account or mailbox as part of Automated Tasks? I am setting up an automated task to move/ disable/ eventually delete accounts for our leavers & one thing I would like to achieve is to hide expired users from the address book as a part of this or even remove them from mailgroups. Thanks,
Management Console Application
Will ManageEngine ever create a Windows application to manage all devices? I came from a LANDesk environment where they relied on using a dedicated application for the management and service desk portions. They also let you create tickets using a web interface. While ManageEngine is strictly web applications, is there any future development in the works for dedicated applications as another option? I understand web applications are great for compatibility but they are limited in functions such as
Logon Hours
retreiving user logon hours Jonathan Kwofie
Report Type in Schedule Report
Hi to all, Do you know how to add a Report type in the Select Reports section into the Schedule Report menu ? I would like to add in the list the following report: Compliance Reports - Group for users Thanks Marco
Reuse data / varriables
Hi, I have the following scenario which I'm unsure how to accomplish with ADManager I work for a school and we are mass importing students into AD from our Student Information System. We essentially need four bits of information for the import: First name, last name, year of graduation and school. Using this info we should be able to construct several other fields which we need. Example - Given data: First name: Jon Last: Doe Year of Graduation: 2016 - we have a custom attribute in AD which stores
iphone, ipad app - attachments
Please let technicians see included attachments from requestors, other technicians when using the iphone and ipad app. This is a big limitation preventing our on call technicians from using the application when out of office. Thanks,
User permissions on a "Support Group" Level
Good day, We would like the ability to set user permissions on a "Support Group" Level. We would like to give certain technicians "Read Only" access to a certain support group. The current permissions structure does not support this. Kind Regards, Renier
Unable to search users with Employee ID / ipPhone
Hi we need to search users with their employee id / employeenumber / ippone attributes. how can we do this ? Product version: 6.2.9 Product architecture: 64 Bit Build no: 6292 Thanks,
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