Auto Scan
As you can automatically scan your computer during the boot process ?
Outgoing mail
Syslog message Exception while trying to send notification for the request. The logs see notifications.... m.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1308) ... 31 more Caused by: javax.net.ssl.SSLException: java.lang.RuntimeException: Could not generate DH keypair at com.sun.net.ssl.internal.ssl.Alerts.getSSLException(Unknown Source) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.fatal(Unknown Source) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.fatal(Unknown
Tasks worklog report
Hello! We started to use "Tasks" module, our technicians creating individual tasks (not from requests). And now we can't find how to create report for worklogs in those tasks. Reports - "Tasks" does not include time spent by technicians Reports - "TimeSpent" includes time spent for requests only, not for single segregated tasks What can we do? Thanks.
Associate Incidents to Problems
Hello Team, I have an issue when trying to attach an incident to a problem, As shown in the screenshot, I'm trying to add columns to be able to search within a lot of incidents. However, I can't add the subcategory or Item as a column in that view. Since the application name in our tiers exist in the subcategory field, I need to be able to filter by subcategory. Please let me know if this is possible. Another question, The box that has the list of incidents/requests is not re-sizable... I have
VMWare hardware sensors not showing up in opmanager
Hi, We added all our ESX hosts successfully to OpManager and VM discovery, datastore discovery and other metrics are showing up fine. When browsing to the hardware info tab we see that the information from the physical server is there However, when looking at the hardware tab the sensors show up empty In our vSphere client we're able to see the sensors just fine .. What are we missing to make sure the sensors status is reported in opmanager as well? We would like all our hardware sensors to be
Change Notifications - time in epoch not utc
Email notifications of a status for change tickets are displaying the scheduled start and stop time in epoch format and not utc. Other modules and reports show time in the standard utc format. Under Personalize, the standard day, date, time, year is configured.
AD Manager Plus Upgrade not working
Hi everyone, I'm trying to upgrade my current version of AD Manager Plus 6.2.8 (Build 6280) to the new 6.3 (Build 6300). I downloaded the ManageEngine_ADManager_Plus_6_2_0_SP-10_0.ppm file from the website. When I start the Updatemanager, the process starts but it always ends with an "Uninstalling" and then an "Uninstallation Completed" status. My Windows version is W2K8 R2 Standard SP1 64bits
Mail and new incidents
Good morning, I have a problem in ServiceDesk Plus and OnDemand. I have configured to receive mail from my clients and thereby automatically create an incident. The problem I have is that if the mail is answered, the system creates a new incident. You should not put the new mail should such additional information created earlier incident? As I can solve this problem ?. Thank you.
Optionally include ticket attachments in Reply or Forward
I would like to propose the ability to have replies or forwards from conversations optionally include ticket's attachments: I'd like the system to give the user the ability to optionally include ticket attachments when the “Reply” or “Forward” button is used in a ticket. The user would be given the option to include attachments by having a checkbox for each attachment, where the user must check the box to have the attachment included in the email.
Free version: Custom Patterns?
Hello, I am using the free version to gather logs from 4 sources. I need to add custom patterns for one, a Sophos UTM firewall. I am unable to do so due to "Custom Patterns" being greyed out. IS this function not available in the free version? if it is, how do I use it? Another thing: I also seem to be unable to customize the dashboard views. are those problems undocumented limitations of the free version, or am I doing something wrong? Build Version : 10.6 Build Number : 10060 Database :
Requests: Send email with selected request information
I would like to request the ability to send an email with selected request information currently found in "Print" button, including request's attachments: Currently in a request, the user can click the “Print” button which brings up the screen below. From there, the user can choose which information they would like to print. I would like a quote to pay for an enhancement which would give us the ability to use this same type of functionality, but instead of printing, the system would Email the data
Require approval for CR's
How do I require approval on change requests? It looks like all of my tech's now can close change requests without it being set to approved. I've seen forum postings from many years ago requesting this but I can't see this feature implemented anywhere. This is not ITIL compliant which is a marketing point of the product.
Link to agent
Afternoon all, I am about to embark on my 1st desktop central install and I have a question. I have a couple international users that are outside our domain. The question is, is there an easy way to send a link say via email to install the agent. Or does someone have a workaround for this situation. Thanks, DG @madheadache on Twitter
Desktop Central API key
I see there is a Desktop Central API Key. How can I use this to integrate with other systems we have internally? Is there any documentation on this?
Error: RPC Server is unavailable - error code:6ba
unable to fetch data from to 2 DCs under the same subnet. Error: RPC Server is unavailable - error code:6ba Remote Event Log Management is enabled on the firewall through group policy. please advise. thanks
Reports by Account Manager
I need to run reports that show daily volume of Requests Updated daily. I need to see work volume. It only allows for Last Updated, so the daily numbers historically are wrong. For example: They may update a Request 3 times in a week and I need to see on a weekly report each of those updates.
Need report like this
Percentage and No. of incidents or service requests resolved by second level support (other than SD) per technician and per group/ over the total no of incidents or service request assigned to that group. i.e.: total no on incidents resolved /total no assigned. No. of tickets resolved No. of tickets assigned Percentage of resolved Per technician Per group Percentage and no or incident or service request resolved with target response time and agreed SLA by the second level
Ability to assign separate Operational Hours for different departments
We have a Help Desk department in our office that works different hours than our IT dept and right now I have to create a separate "site" for them to have different hours, while technically, they are in the same site. It would be nice to assigned them different operational hours, instead of creating a separate site, doing this creates more configuration issues. Thanks.
view account in request and requester list view
It would be nice to have a collum for Account in the request list view. right now we can only see the site. There seam to be a lot of places where seeing the account would be usefull. here are some exemples: - request list view (would also be usefull in problems, changes and projects) - Site List view - Requester search result list view - popup window that shows requester information A feature that is also missing is the possibility to search for an account (either by account
SLA Not Assigned
My SLA rules don't work. I don't know why. Criteria is by priority. Everething is ok. But, when submit a request, SLA field shows " Not Assigned ". I try set the criteria by urgency and impact but doesn't work too. The Preventive Maintenance set the SLA correctly. My problem is just with Request SLA SDP: 9.0 Build 9046 DB type: MSQL
Put user in correct groups + put in correct OU based on department attribute
Hello, Is there a way in AD Manager that I can assign a rule that would place a user into the correct groups and OU based on the users department attribute? I guess I could so some powershell and use that as a custom script as part of the user creation template but wondered if there was another way Thanks P
Asset explorer - site issue
Folks, we are testing assetexplorer for one of our clients and it keeps setting the site location to the default site rather than what AD has as the user/asset site. How can we remove this default and force it to use the AD site location? Or just allow us to set the site location manually. thanks, Kathryn
Images in message template
I would like to have a footer in every notification message being sent to requester. The footer must contain our company logo. Is it possible to embed an image into the message template? I do not want to use web link function, I want to embed an image like MS Outlook does. Is it possible? Regards, Jerry
Possibility to print a Job Sheet from within a request
I would like to see an option to be able to print out a Job Sheet from a request so a technicien can get a signature (and validation) from the client when going on site. Supportcenter plus has this feature already and if this could be implemented in SDPMSP that would be awsome. Even better if this could be integrated into the mobile app, then a true paperless process could be implemented. Regards, Alex
API - Get requests for current technician's support group
Hi all, I need to query the API for unassigned requests and the current technician's assigned requests filtered by their support group. All I have is their AD username. I'm thinking a service account with a technician key would do the querying, since there is no access to technician keys. I would have to do an admin query for all support groups. Then, for each support group, query for all the technicians in that group and compare their names with the results of a query for all requesters by loginname
ServiceDesk Plus Snippet of the Week | Identify Your VIP Users and Help Your Help Desk
Your IT help desk most likely sees a lot of ' we need it now' incidents. These incidents could be from entry-level staff, mid-level executives, or even the upper management. In such scenarios, you will definitely need to prioritize the incidents. Let's say, the CEO of an organization requests access to a business analytic tool to gather data. And an entry-level employee raises the same request. Clearly, you will need some form of prioritization in this case. So how do you prioritize incidents
Send email notification to more than one support rep
Hi, We have the following issue: When one of our support reps is unavailable (vacation, illness, etc.), we need to keep track of his tickets, in particular we need to know when there is a reply to his tickets. What we would ideally want is: I would like to be able to configure that email notifications (such as "There is a reply to ID xxx", "ID xxx has been reopened") are send to the assigned support rep plus an additonal support rep. This is apparently not possible in SupportCenter Plus, or is it?
request status
Hi I need help! I created a status of "Awaiting response from requester" for requests This status was created on similarity a standard status "OnHold" In Self-Service Portal Settings I turned on "Open onhold requests upon requesters reply" but when the request is in the status "Awaiting response from requester" and User answer the question of Technicians, through web-form, request does not change the status to "Open". Answer via e-mail - ok! If to use the status "OnHold" - answer via e-mail and web-form
Desktop Central Linux Agent Available Patches
Hi, It would be great if in Desktop Central could show the available patches of a Linux Server as another tab when viewing the computers details. Such as what is returned SUSE when you run zypper lu Thanks Phil
Service Desk Plus API callback
Documentation is very light on how this works. Is it POST or GET? I have developed a POST REST web service in .Net and do not seem to get callbacks from SDP application. The callback URL is public and valid. Any thoughts oh how I can debug it? Thanks.
Patch deployment to remote office computers
We have a pool of laptop users who rarely come in to the office. Currently they are setup as a remote office so that we can enable reporting over the internet. Is it possible to setup a schedule for patch deployment over the internet for them or do they have to be on the same network as the DesktopCentral server for it to work?
Using Search: Best Practices?
Does anyone have a "best practices" document on how best to use "search" functionality in SDP MSP? It is hard for us to determine what data are being searched and how best to search without documentation that provides cases or examples. For example, does "default search" search work log and full description, or just part of description? Case sensitive or not? How can we search conversation threads in a service request? We have many questions about search.
Servicedesk plus mobile app
Do technicians have the ability to enter new requests from the Request Catalog? i only see "new incident", not any of the service catalog request options.
Owner Ship for CMDB
I would like to ask about a report can generate the owner for CI, to be as below owner: then list of CI's under his responsibility. Thanks
Query: Software Changes Daily (Installed vs Uninstalled)
Dear respected team, We have a query scheduled to send a daily report about installed/uninstalled software on our domain computers. In the output we see duplicate values and records for Internet Explorer that seems to be updating and not really freshly installed. Is there any way to exclude Internet explorer and other software that are only being pdated from the report? Thanks.
application available only local
Hello, I installed "Manage engine plus" - service desk application on CentOS with this instruction https://www.manageengine.com/products/s ... linux.html I solved all problems with installation and it works, but only on machine where I installed it. My question is: How to set my station to work on this application on other computers in the same network. I'm the newbie. I will be grateful for all replies. Regards, astepi
Search by emailaddress
Goodmorning, I am trying to find an easy way to search for users by e-mailaddress. We have about 1500000 users in our AD, so running a report every time and then doing a quick search is not an option. Is there a way to enable a search by emailaddress via the 'Search AD objects' in the top-right corner? If not, is there another option to directly search for an e-mailaddress? Thanks in advance for your reply. Regards, Michael
Error when attach file
Dear support team When Support.Rep reply request and attach file but the system notice "not able to upload file". Please help me this case Thansk
Report Incident
Hi Support, I would like to report an incident which has been reported last June 26, 2015 at 2:34 PM, but our technician just saw it in the web console on June 29, 2015 at 8:00 AM and resolved it at 8:53 AM. Here is the screenshot of the incident. (Embedded image moved to file: pic08765.gif) Why does it did not appear immediately in the technician console after it has been reported?
Problem at number of conversations that displayed on schedule report (CSV output format)
Hi Every Body I have faced a problem that we couldn’t solve it . when I schedule a conversation report with CSV output format, the maximum number of conversation that was showed (for each of in and out conversation) is 100. But I need full report with all conversation in both category ( in and out ) with CSV output format. For more understanding I attached a schedule conversation report. I inform you my router has more than 4000 conversation and I can see them on conversation page but it couldn’t
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