Group of major and minor versions
How do I do this in ServiceDesk Plus? We have both Desktop Central and ServiceDesk+, but do the software inventory tracking and categorization in ServiceDesk. I know you can create software suites in SD+ but that seems different to me then different users that might have the original version rather than a later minor version.
Can't type in requesters name - Purchase PO
Under the Purchase PO when we try to edit an existing PO we can no longer search and add someone different as a requester.. 2 things don't happen: 1. No auto fill or suggested requesters pop up 2. Even if we type a name it doesn't stick Here is the section i'm refereeing too. The "Requested by" field.
Public URL Access for SDP
HI Guys I have setup SDP. I create a NAT to the local IP on the LAN. but for some reason i cant access the Manage Engine from the public url. Regards
Host change
Hi guys I am hosting on my laptop and wish to change this over to a server. Is there a process I can follow? I don't want to lose any data! Many thanks
CMDB Cleanup
We have 3 active ServicedDesk environments on site and one of them has a CMDB that has run away on us. We get a lot of errors from it and there are a lot of entries that need to be removed. One technician made a lot of errors in entering CI’s and deleting/changing CMDB catagories and we were hoping that there may be a script to run that can set the CMDB back to its default appearance, removing any entries and deletions made to the CMDB? Anyone know how to do a "one stop" cleanup on the CMDB?
Get Used nodes count
In the license under Help--> License, it shows Used under Purchased assets. You can verify it using the below: Go to Report tab--> New Custom Report Now choose as below and proceed to Report wizard Now, select as following image and run the report to get the data Krishna Bharat ServiceDesk Plus - MSP team
problem with business rules and default requester template
I have a problem. I have set of bussiness rules and it's work ok but i modify the default requester template with which the client generates their requester and now some rules don´t work. it seems the template had not been modified.
Account population
We have a source of record in a sql database for our accounts. Is there a way to auto-populate servicedesk on a continuous basis with that data by using a sql job or something.
Op Manager doesnt discover new VMware VM
I added my entire VMware environment by discovering the vCenter server. However, i added a new VM in vCenter and it does not discover it in Op Manager. I do not have any option to rediscover the host that it is running on (dont know why). I tried to rediscover the vCenter server but it did not pick up the new VM. I have also tried to discover the VM directly, but it discovers a server and not virtual device. How on earth does this product pull in new VM's (or get rid of deleted VM's for that
Scope of Management Add Computers Clear All Option
There desperately needs to be a Clear All Option for the 'Selected Computers' section of the Admin > Scope of Management > Add Computer(s). Once you have computers in this list you have to manually click the little red X one by one to remove them. And no matter how many times you log out & log in.. Update the server.. Your recent selected computers are still there waiting for you. One of my Peers accidentally selected the entire AD OU. Now across ALL Admins we have 2,245 systems to clear from this
Where can I find the new feature: Search activities based on username.
Hi Guys, where can I find the new feature in 4671 : Search activities based on username ? It's not documented here: https://www.manageengine.com/products/active-directory-audit/help/index.html by the way the release note in the online knowledge is also not up2date. Regards Patrik
External URL Access issue
HI Guys I have assigned a Public ip to my SDP but users can access the SDP from the internet. I can ping the server from the internet. Am i missing something? no data received err_empty_response Regards
Support Center Plus and SQL - Installation Documentation
I'm doing an evaluation of Support Center Plus and I was using POSTGRESQL but i want to re-install the whole package and point it to our in house MS SQL Servers for testing. Is there any documentation for this ? I cannot seem to find any. Thanks Rich
Workflow for approving requests with multiple approvers
We have noticed the list of requests pending our approvals is no longer displayed on our home page. We just updated to Your Version : 9.0 Build 9044 The only sections we see on the home page are My summary, MY tasks and announcements. Please Help Karen MY APPROVERS ARE NOT SEEING THE NOTIFICATIONS ON THEIR HOME PAGE OF THE REQUESTS THEY NEED TO APPROVED. I REALLY NEED A SOLUTION, PLEASE
Can a requester user generate report?
Hi, Can a requester generate reports? Is there any way to enable reports menu to requesters users?
Ticket aging report
Currently service desk is set up to send a daily ticket aging report to a specified email. The problem we have is the email is of an employee who left and that employee is the one who set it up as well. Where is this setting so I can replace his email.
Can Requester change priority, or initiate escalation process
I'm looking for a way for a requester to escalate either the priority of a case. It would be nice if the requester could just go into their ticket and change the priority with the technician then being notified. If that functionality doesn't exist is there some way I could use a business rule to mimic this? so the user would respond to an incident/request with a phrase to trigger the priority change? Has anyone run into this before?
Replied using Android app: First response is violated
Hi there, as the subject says. SDP version 9.0 Build 9041 Request created at Jun 11, 2015 08:41 AM technician (me) replied using android app at Jun 11, 2015 08:49 AM according to the request detail: but the status reported as first response violated: I believe the SDP app for Android is due for an update.
Notification response time
after a server goes down or reboots, the email notification is late by an hour after server is already up and running. Is there a setting to change that?
Ticket list flickers when moving the mouse over it
Hi guys, Just upgraded from 9004 to 9046 today, I note that now when I move the mouse down/up the list of tickets that the list flickers for all tickets below the current row. Seems to be that when the cursor moves over the 1 pixel line between the rows and the yellow highlight is removed the row height expands (downwards), when the cursor moves over a row the row height contracts (shrinking upwards in height), hence why all rows below the current row flicker. Thanks!
Telnet fails for all hosts
Hi I cannot get a telnet login to work on any systems from my Opmanager. Opmanager Essential, build 11300. I have tried Qnx, linux, Unix, even a Cisco switch. Opmanager reports CLI failure due to "Incorrect Login Parameters" for everything I have tried. I can telnet from the Opmanager server to the devices and login with the credentials, so there are no problems with comms or credentials. The applnerr38.txt log file shows this error. 08:24:53:161 APPLNERR: Login Failure: for the agent = 10.60.135.10
Autmation
Hello Support I would like the following to automate. User disables moved to an OU, Home Drive will be moved, Exchange mailbox export to pst if successfull mailbox is disconnected, user moved to a different OU. Unfortunately, I have nothing found to do this. Can you help me Regards Markus
Transfer Files to Several Computers
Hi team, I wonder if is there any way to transfer files from my DC Server to several group of computers running different OS? Those files have different formats like .inf, .jar, etc. thanks in advance for your response.
Settings not being saved when setting Security Q&A Strengtheners
Hi I am running ADSelfService Plus and have chosen to display 2 Q&A to the end user but they are coming up one by one and any setting I add to the Q&A settings page even after a save revert back to being ticked Display 0 questions out of 2 at random and not keeping my radio button for all security questions. I have tried restarting the service but it is still the same. Thanks
Technicians Request view corrupted
After changing 250+ requests using the advanced search feature, a technician's view on the request tab has become corrupted. It's only affected the one technician and I don't want to restore the DB as all the others are unaffected. All requests, Actions, Settings on the header will not function. Please advise - how to reset the individual technicians views (even to a default set of views).
Looking for a device template for Procurve switches
Does anyone know where I can find a basic device template for any of these procurve models? I'm new to Opmanager and MIBs and don't really know how to set up a template. OpManager support told me they would look at a template if I know what I want from the MIBs. When I downloaded the MIBs and viewed them in the browser most had red crosses over them which I assume means they don't work with my switch. My procurve models are: HP 5820AF-24XG Switch (JG219A) HP 5820AF-24XG Switch (JG219A) HP
Mandatory fields for tasks
Hi -- We are just piloting using associated tasks in one of our regions. I have written documentation on what needs to be completed, but already this is not happening, so is just another area that needs to be policed. Is there anything in the pipeline to mark Task fields as mandatory - as this would be very helpful! Thanks Lynne
Technicians views
How do I reset a technician's views
change " true " and " false " to others words
Can i change the results " true " and " false " on reports to others words like "yes" or "no"? Thanks
no subcategories listed when creating custom views
When trying to create a new Custom View, our list of Sub-Categories is not listed in the Filter field. We can see our complete list of Categories and Items when creating a filter. Build 9041
Change Owner restricted from viewing Requests
Good morning, We are currently using SDP 9039 for helpdesk, and we are looking into adding Change Management. What I would like to know is if it is possible to have a technician be the Change Owner in CM, but have no rights to view requests in the helpdesk side? If I create the technician without allowing login access, are they able to play the role of ChangeOwner, or do I need to create a custom role to keep them from seeing Requests? Diana
SD+ Creating requests for Technicians
Hello, We are in the midst of evaluating SD+ and so far it is looking good. Apologies if this topic has come up before - I did spend some time searching the forums, but was unable to find anything related. I suspect that either I am unaware of the exact functionality, or misunderstand the workflow/process, however: once a requester has been converted to a technician, I notice that I am then no longer able to create a request and choose the technician as the requester. Is it possible to do this? Many
ServiceDesk Update Without Backup?
Hi there, Is there anyway to skip the backup process of a service pack installation? In our environment it takes nearly two hours, and since we are running the server in VMWare, we can just snapshot the entire server and roll back in case there's an issue. Thanks
Delegate approvals to Backup Technician
If I setup Technician B as a backup technician for Technician A in the Scheduler, will approvals sent to Technician A be automatically sent to Techncian B?
requester does not exist
hi I have imported many users from active directory in service desk manage engine. now a few of users can log in on this portal but in the case of sending request a message appears saying that "requester does not exist". so I want you help me solve this problem, please. Thanks
Submet for Approval.
Hi People, Could someone help me. When we submit incident approval popup does not close automatically and gives no error information. After I receive the email with links to approve and get this error below: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException
org.apache.jsp.approval.Approve_jsp._jspService(Approve_jsp.java:431)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.manageengine.servicedesk.common.filter.ResetThreadLocal.doFilter(ResetThreadLocal.java:26)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196)
org.tuckey.web.filters.urlrewrite.UrlRewriteFilter.doFilter(UrlRewriteFilter.java:350)
com.adventnet.servicedesk.authentication.NTLMV2CredentialAssociationFilter.doFilter(NTLMV2CredentialAssociationFilter.java:34)
com.adventnet.servicedesk.authentication.NTLMV2Filter.doFilter(NTLMV2Filter.java:178)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)
Additional Fields Service Catalog and Incident
Hello. I want to set up some busines rules, but i can't use Service Catalog Additional Fields. I don't see it. Can I move Service Catalog Templates to Incident Templates?
Problem from attachment in request
Hello. Have some problem with attachemt name like 'filename ..jpg' Two dots before extension. Filename saved to disk in subdir with request id (9988). Link in request for open show http://servername:8080/servlet/HdFileDownloadServlet?module=Request&ID=9988&KEY=61F1F41E-1307-4BDA-B980-77A60B42335B&delete=false But if i try download file get error "T he File was not found."
wrong encoding in FULL_DESCRIPTION.html
Hello, We use MSSQL with utf-8 encode, all work fine. Language "Russian". But if email is to long SD generate html attachment HTML with: <meta http-equiv="Content-Type" content="text/html; charset=windows-1251"> but all russian text in UTF-8. It i change charset in html file all show fine. How sold this problem?
Advanced filtering rules order
I created custom report on requests with advanced filtering defined (see Correct report filter.png). After saving this report and re-opening it filter rules order changes (see Filter configuration after report saving.png) thus my report shows incorrect data.
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