Billing across months
A service request is not billed until it is completed, if I understand correctly. What happens in the following scenario: A client has a prepaid block of 5 hours per month Technician starts work in the middle of one month but doesn't finish until the following month. Technician spent 6 hours in first month and 5 hours in the next.
Masking internal feedback from requestors(Clients)
Is there any way to mask internal feedback from Requestors(Clients) on a ticket - we don't want clients to be mailed whenever there is an update on a ticket from inside our organisation - so basically the Requester(Client) will only get an acknowledgment of his/her request and an e-mail upon Resolution of their ticket. SD Plus Version 9.0 Build 9045. Regards, Randall
Send notification to Alternate E-mail ID
Hi guys, I can't send notifications to Requester/technician Alternate E-mail ID. Is it possible? Thanks
Mobile Push notifications not working
Hey there, We have an internal instance of SD+ v9.1 (latest build 9100). I'd like to get Mobile Push notifications working and have configured notification and proxy settings as per the attached screenshots. Push notifications still not working - hopefully someone can help me out. :) Thank you! William
Mobile Notifications using latest build 9100
Hey there, I'd like to get mobile notifications working from our Servicedesk+ v9.1 build 9100 instance. Attached are the settings for Mobile Notifications and the proxy settings. Hopefully someone can point me in the right direction. Thank you!
Asset report that includes costs
Possible to get an asset report that lists all assets or a specific type of asset and summarize all costs associated with asset.
Export Requests
We have a customer leaving our Managed Service and starting up their own internal Service Desk not using Manage Engine. They want a list of the open requests that we have so they can take ownership of these. Is there a simple way to export all requests assigned to that customer i.e. build a view for this data and hit export? Thanks,
Can Requester ID be added to all tickets?
Can Requester ID be added to all tickets? The Requester Details section is populated with data that is pulled up from AD, hence, could the Requester ID (Login ID) also be displayed on all tickets for the assigned Engineer to view?
Assets Management
Hi, How do i add details of UPS to servicedesk Assets, as a component or Non- IT
Remove attachment from Request
Hi, Is there a way to remove an attachment from a submitted request? Thank you, Cheers
Workstation scan - General failure while performing the operation
Hello Error at scan: One of the value with which the Workstation is added depends on another Object which does not exist. Hence cannot add this Workstation. ae_scan.vbs and scan_setup.vbs installeds. Tanks.
Error when sending a response to a request using the API call "sendReply"
Hello, I am using this ManageEngine Support center plus API to manage requests through a C# project. I am following this link below for documentation. https://www.manageengine.com/products/support-center/help/adminguide/index.html The problem I am facing is that when I try to reply to a request, using the "sendReply" API call, I get the following error message :" The API has been changed for this feature. Please update your app." How do I get the updated version of this feature ? and Is there
Notify users on startup (SW deployment)
Hi folks, we just stumbled accross some difficulties while setting up our first configurations for software deployment: We would like to deploy software only on system start. That is because we have sales people, we do not want to disturb every 90minutes with updates (during meetings etc)... Unfortunately the notification for users doesn't show up when we set the deployment policy to system start. There just is no notification about the installation, of couse this way I cannot skip the install! I
Manage Engine Server Consolidation
Hello, I am working in an IT environment in which we have 9 Virtual Machines for Manage Engine products. Currently we have Device Expert, Firewall Analyzer, ADManager, OCCollector, Audit Plus, MailReporter, Password Manager, and OpsManager. I was wondering if we can consolidate those products into Virtual Hosts and run two virtual machines instead of nine? I would set up the environment with two Apache servers, one for production and one for failover.
[UserConf15] Calling all IT Ops Admins - User Conference 2015 is here!
Are you in IT Ops? Talk to an Applications Manager #OpsGeek at User Conference 2015 and discover how you can unlock the true prowess of Applications Manager and other ManageEngine ITOM solutions -Site 24x7, ADMP and OpManager. Learn the nuts and bolts of ME solutions, network with your industry peers and treat yourself to a cool $1000 product license ! ( Complimentary new product license valid for 1 year will be given to all existing ManageEngine customers who attend the user conference ) Use
OpManager URL monitoring
Hi. I'm looking to monitor URLs on a number of webservers from OpManager. I'm having mixed success. Standard HTTP to any web server (TCP 80) is working fine. We also want to monitor a custom port of 6757 on the same webservers. HTTP TCP connections are established between the OpManager probe and the webserver on port 6757 on them and an error 403 is returned (as expected and wanted by us). OpManager then reports for one that the port is up and running but on a different one that the service is down
Clean up windows 7 roaming profiles
Is there a way or a script that exists that we can use to clean up items from a users windows 7 roaming profile? For example the downloads folder?
SLA Definition
Hi We have started using Service Desk Plus within our organisation, how do others define SLA do they use Impact and Priority or just Impact? My thinking was to have the below Critical SLA Stops Business Critical Operation High SLA Affects All Users on 1 Application Medium SLA Affects Myself with No Workaround Low SLA Affects Myself with a Workaround No Impact, A change or move Added to this VIP Users Anything down to Medium for them is High SLA and certain depts. to have Higher SLA
ServiceDesk Plus 9048 Released
Dear Users, SDP 9048 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9048 SD-58908 : Migration failure if any of the workstation/server default report is deleted. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
Agent ID problem
Hi Someone on our department created an image and installed the SDP agent but he didin't delete the agent id, now there are about 50 or 60 machines on diferent sites with same agent id. Is any way to delete the agent id registry key just on the machines with this problem? I tried to uninstall the agent but i dont know which are the machines and even if i uninstall the id remain in the windows registry.
Active Directory Scheduled Import
Hi, manual Active Directory imports allow for specific groups to be selected. Does the Scheduled Import use this selection or does it bring in everything - there is no wizard when option is selected. thanks Mike
Service Catalog order of display
HI i am urgently looking to try and sort my Service catalog in order of importance rather than a-z as it is placing less important/used forms at the top rather than lower down. Will a fix or future version allow editable control to sort your catalog? Using SDP version 9.0
How do you manage your SaaS licenses?
Folks, I'm wondering the best process for buying and managing support agreements and warrantees. I'd like to purchase with a PO but track as a contract. What's the best way to do this? Also, how do you handle Saas licenses? Did you create a new product type or do you track through software and licensing? How does that correspond with the PO module (same question, I suppose). Thanks, Adam
Attached file button and add notes button doesn´t work
Hi, I´m having a strange problem, the attached file button and the add notes button suddenly they stopped working. There´s a way to solve this problem? Best Regards
Inventory Scan - Not detecting installed software properly
Hello, I have noticed on multiple machines within my network that the scanning results for installed software is incomplete. Rescanning has no affect and it continues to display the same items. Many of which say that only 3 or 4 pieces of software are installed. Reinstalling the agent has not helped either. The total number of affected machines is unknown but I know at least 10 that have this issue. Any thoughts as to why the scans are only pulling partial information? I am currently using build
Option to Hide SLA timer from Self Service
As we look to mature as an organization I'd like to use SLAs for Requests; however, while we internally adopt to working within those time constraints I'd prefer not to advertise the SLA clock on the self-service portal until we are running smoothly. Is there a mechanism to "hide" the SLA clock to requestors so we don't advertise or SLAs until they are completely refined?
Restricting Find My iPhone
Will MDM be able to restrict the Find My iPhone feature on iOS devices? We want to be able to make it so that users cannot enable the Find My iPhone activation lock. The reasoning for this is that the user will sometimes lock a corporate iPhone with a personal AppleID. Then, when they return the phone after leaving the company, they do not deactivate the lock and we have to send the iPhone to Apple for it to be unlocked. Is there a way to stop the activation lock from being enabled or is it a feature
Time Spent report
I need a time spent report that is filtered for a specific department. I need the time summed up for each account. Something like the following. I only want the report to gather time for the client services department. The report should show the total time for each account.
Cisco WLC applications Unclassified
While evaluating the 11.6 beta of Netflow Analyzer I've run across a problem regarding the WLC netflow integration. I can see data coming in from the specified SSID on the WLC, however the applications remain "Unclassified". Is this function not supported in Netflow Analyzer or have I missed some piece of configuration? The WLC is running code 7.4.121.0.
Service Catalogue services not getting displayed to users
A quickie, cuz i don't have much time: I upgraded to 9.1. Add a new Service Category (IT or Business) Create a new service (keep it basic, for this test) within the new service category See if your users see the new service in the self service portal Everything seems ok for services created pre-9.1 With regards, sven
Create new request with E-mail command parsing enabled - assign subject?
I have E-mail Command enabled and it is working as far as creating new requests by parsing emails. Question I have is can I somehow get it to parse for and enter a meaningfull subject into the new request? So far all the new requests have the subject of "Not Provided". Are the items below the only options for parsing emails? @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ @@ITEM=Paper Jam@@ @@LEVEL=Tier 1@@ @@MODE=Web Form@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=Affects
How can I find the old PC-s in the assets?
Does the SD store the last successful scan date? Can is list the assets order by this date?
Import AD user
we cant save option scheduled AD import feature. we have enabled SSO
Report Query - Compare Software Versions to Active System
Hello, Does anyone know how to, as this is more complex then the standard reports can give me, active systems (Last scanned via agent in the last 15 days), which are running the last version of agent (1.0.19) and list the installed Office product line (2007, 2010, 2013, or 365)? Cheers & thanks!! Tomas
Work Log report
Hi, I need to generate report for work log for each types (requests, incident, task, problem, change), to know where the time of technicians consumed. i need it include the following: - Technician Name - Date from to - work log text - work log start to end - work log total time spent (hours, minuses) - Workorder ID - Workorder ID status best Regards,
Custom Report to Include Workstation Description
Could anyone help me with creating a report that will include the Workstation description in the results? The custom reports don't seem to give that column as an option, and I'm not familiar enough with the custom querying to write it myself. Basically, I would only need to display the following for the Workstation assets: CI Name, Model, and Description. I added a specific description to about 10 assets, and now I realize that you can't display that field in the columns. Oops. Thanks in advance
Contract, Assets and Users
Hi, We have a monthly contract/subscription for Office 365, with a number of users on differing plans with a cost per user per plan. I want to be able to associate a number of users and/or departments to this contract in order to be able to apportion the monthly costs to departments/users. How do I do this? I've thought about: Creating a parent contract for the full O365 Creating child contracts for each of the plans and apportion the full monthly cost based on the number of users of that child plan.
Resource of type check-box - max. nr. of options
Hello, How many different options can we add to a single resource check-box? Is there any limitation? Best regards, Demetrius
Lots of blank spaces when copying and pasting from email (SDP 9007)
When I copy and paste (html) content from an email, SDP creates a lot of extra spaces. Browser (Google Chrome) E.g:
SDP 9.1 upgrade
Will this upgrade overwrite any html/js files we've placed in the ManageEngine\ServiceDesk\custom folder?
Next Page
