First Response - Service Requests
Hello, I've just noticed that we can't mark a first response time for any service requests logged using a service request template. No problem marking first response on incidents, but we do also need to measure response time for service requests. Am I missing something? Or, is this a bug/feature? Regards, Frank
Scheduled Activities Not Working
Hi - I've raised this problem via the SDP support portal but they've been unable to fix so I thought I'd try the wider community. I have been testing an upgrade to SDP but have come across a couple of problems: 1. The scheduled activities have stopped working so, for example, backups don't run, preventative maintenance tasks don't run, search indexes don't update. I can see when looking at the Support tab > ServiceDesk Application Status Check > Scheduled Activities that the activities are enabled
ITIL - 2 Stage Closure process and managing users replies to Resolved Requests
Hi, We have setup SD+ with a "Resolved" status in the system (configured as a Completed status event). Out technicians are only able to Resolve a call, we then use the auto close feature after 7 days of resolution. The problem we have is that users often reply to our Resolution email with "Thanks".... when this conversation is added to the call via email the call gets re-opened. We have set the option "When the requester replies through email/portal to the closed requests. Perform the following:"
Default CI-Type of Workstations through PO's
Dear SDP Team, When we do 'receive items' in a PO for workstations, the workstations appear within our inventory, but they all get the CI-Type of "Unix workstation" by default. Ideally, the PO asks for the correct sub-CI-Type or reverts default to just "Workstation". Is there a way to change this default behaviour. I'm on build 9100, Enterprise. With regards, Sven
Public Folder Size Column Header bug?
The header name states: Public Folder Size (GB) but there's no way I have 487 petabytes in one of these folders
Common Additional Fields change to Requester Additional Fields
Dear all, When I planned my installation, three months ago I defined 3 "Common Additional Fields". I didnt notice that I'm not able to include this fields when reporting... Is there any way to copy it from "Common Additional Fields" to "Requester Additional Fields"... maybe I can do this directly into database. SDP-Enterprise 9.100 - MSSQL Thanks for your advise. Regards, Gustavo Huerta
ServiceDesk Plus MSP - version 8.3 - Build - 8310 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8310. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8310). Other users refer the Migration path table available here and upgraded to our latest build 8310. You can also know the issues fixed and enhancements from our Read me . What's new in ServiceDesk Plus MSP - 8310 ? Enhancements MSPSDP-7370 : API for CTI Integration MSPSDP-7774 : Account Login Web URL - You can create your custom URL and users can
Can't open https site with Firefox 39
Hi there, With the new Firefox 39, I can't open https site of Servicedesk Plus and OpManager. Please see http://eltonoverip.com/blog/2015/07/firefox-39-0-ssl-error-weak-ephemeral-diffie-hellman-key/ Is there a plan to upgrade the website security on the next service pack?
RMA any news
We need to make an RMA solution for our customers and I found some old toppics about this Use this feature Id SDF-55357 as a reference Any updates or work around like incident templates created by some that has implemented this solution Mikael
Custom field mandatory dependency
Hi, Is there a way to set a custom field to be mandatory depending on the value set on another field? For example if Field A = Y then Field B becomes mandatory and users have to set a value for it. Cheers, Roy
Remove SNMP custom monitors in Opmanager v11500
Hi supporter, Please help me remove SNMP custom monitors. in Add monitors cannot see button delete in Settings\Configuration\monitors cannot see button delete Thanks.
Appropriate Role for Adding/Editing Requesters & Adding Sites
We run SDP MSP 8.3 8301. I am looking for the ideal role to give to one of our staff. She has a technician login and we would like her to be able to create new sites, and edit/add Requesters. It seems to give her these rights (SDSiteAdmin/SDAccountAdmin) it also means that she can edit service levels and edit business rules which we don't want her to be able to do. Are there any in-between rights that we can give her? Also any tricks for her being able to edit requesters without having to log a
My Documents Folder Size
Is there a way I can get a report on the size of user's My Documents folders? Either by Custom Script or by Custom Query?
Change maximum size of attachments
Is it possible to change the maximum size of an attachment? If so, how do I go about it? I need to reduce the current maximum size (10MB) down to 1MB (or smaller)
Java is running over 100% CPU
Yes, not a typo. Java uses 180% somehow according to 'top' on Linux. This started to happen a week ago. I haven't touched OpManager in atleast a month so I'm curious why this started to happen. Is there something wrong with the database perhaps? I attached some screenshots. One is the 'top' command showing Java running more than 100% cpu. 2nd is the message I get now when starting OpManager. 3rd is the specs from OpManager itself. Thanks, Shawn
Virtual Machines and Thin Clients
Hello, Is the AD SelfService plus available for Virtual Machines? and if so, what about for use on thin clients/PanoLogic with a non-windows logon? For Example: Not all of our end users log in at a windows logon screen. Some have to log into the PanoLogic screen which then authenticates both Pano and Windows logon. Thank You, Marissa Defino
GINA/Mac Installer not usable after product upgrade
I upgraded from build 5206 to 5302 this weekend and now I have lost the ability to use all the tabs in the GINA/Mac Installation section. When I click on them, I get the message "Sorry, the page you requested was not found. Back | Sign Out". See attached for screenshot.
Report for last week
Hopefully an easy one for someone out there: I just need this script to return tickets for the previous week or sat-sun prior SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", scd.NAME "Subcategory", wo.TITLE "Subject", ApprovalDetails.EMAIL "Approver Email", LONGTODATE(ApprovalStage.SENT_DATE) "Approval Sent date", LONGTODATE(ApprovalDetails.ACTION_DATE) "Approved Date", ApprovalStatusDefinition.STATUSNAME "Approval Status", ApprovalDetails.COMMENTS "Comments"
Report question
Hello, I am trying to print a report that shows a certain Category "Facilities", and all Open tickets. The current stock reports don't seem to have this. Can someone help me with this? thanks, Scott
SD+ Report: Average time until resolution
Hi, I would need a report in SD+ running on MS SQL Express for showing the average time elapsed within business hours between ticket creation and its resolution grouped by created year, created month, region, site, ticket type and priority. Would you be able to make that be possible, please? Thanks a lot Matthias Lorenzen VELUX A/S
Firewall Analyzer - Device Security Audit and Configuration Analysis for Juniper SRX 240H and SRX 3600
Hi ManageEngine Team, Are you able to provide any support regarding security auditing and configuration analysis for Juniper SRX 240H and SRX 3600 firewalls running JUNOS 10.2R3.10? We get the following result - "Error: Unable to generate compliance reports". Many thanks.
ServiceDesk Plus On-Demand now has request trash feature
ServiceDesk Plus On-Demand now supports request trash feature which is similar to the recycle bin feature in Windows. Here are a few pointers that will help you understand this new feature: Trash can be accessed from the requests filter drop- down menu All deleted requests will be moved to trash The deleted requests will stay in the trash for 30 days after which they will be deleted permanently Requests can be recovered/deleted from the trash manually at any given point in time. Regards, ServiceDesk
Email ID to Notify as CC
I noticed that when using the Notification: "Acknowledge Cc users by e-mail when a new request is created" that when triggered off of the "Email Id's to Notify" the Cc Id (not the requester) receives the notification with their email listed in the To: email field, not the Cc field. More importantly, even if they're listed in the To: field they do not have a Cc field completed with the other emails that were also notified - including the Requester. This leaves the secondary user without any context
Tasks not emailing
Using the change and projects module we are making tasks for users but for some reason the task owner is not being emailed when it gets assigned to them. I have test this but turning on all of the task notifications and then creating both tasks and milestones in project but never received emails saying tasks were assigned to me. Yes email is flowing. What am I doing wrong?
Notify All Technicians on Request Updates
Feature Request: The ability to notify all technicians of every update of every request. We are a small IT group (3 people) responsible for all 400-some users, and if we don't see updates on every ticket to know what's going on, we can't properly support our users. This is a DEALBREAKER for us with ManageEngine; if we can't find a solution for this or get the feature put in soon, we're just going to dump the product and go with something that can. We *cannot* use the Helpdesk feature without
User locked out alert
I am new to ManageEngine so I don't know if I am posting in the right place. I want to create an alert if user is locked out, send alert emails to me.
Auditing Folder Access
I am reviewing ADAudit Plus as a potential purchase to address some auditing and compliance concerns. I was trying to set up auditing of specific folder access and could not seem to get this working. I contacted ManageEngine support and explained the problem and what I was trying to achieve but was told that the system could not do that. Surely with a system that advertises itself as being compliance monitoring capable that can't be the case. Is the ability to report on access to specific (security
How i do to able Requester template to Edit?
Hi, Good Morning, I need to edit the Requester template, but it is unable to edit or create new custom fields. How I do to able "Drag & Drop Fields" to change this templates? Thanks
Wrong Update link
Hi Guys, Can you please check the version of the file provided in the website to follow the below upgrade path Migrate from Build 9046, 9047, 9048 to Build 9100 https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_1_0.ppm When trying to apply the update, we are receiving a message saying that the build is higher than the patch number We are currently on 9.0 Build 9048 thanks in advance
NetFlow Analyzer goes one step ahead in monitoring with packet-level analysis capabilities (Deep Packet Inspection)
ManageEngine NetFlow Analyzer adds Deep Packet Inspection capabilities to troubleshoot application issues faster with the latest build v12.2. Now you can capture network packets from the flow with free tools available in market and analyze them with the help of NetFlow Analyzer's DPI feature. This feature helps you calculate application vs. network response time, application traffic volume details, and user conversation details. The new capturing capabilities in NetFlow Analyzer provide the following
custom request
Hi, It is possible to prohibit changes in the field "Subject" in the templates ?
Error after installing the patch ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0
Hello. After installing the patch ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0, on top of the patch ManageEngine_ServiceDesk_Plus_to_9_0_0_SP-0_48_0, the server began to try to run MySQL, although set to PGSQL. To install the versions of SD: 1) basic system version 9.0.45 2) patch to 9000...9047 to 9048 ... (ManageEngine_ServiceDesk_Plus_to_9_0_0_SP-0_48_0) 3) patch with 9046, 9047, 9048 to 9100 (ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0) Startup log: [root@sd bin]# ./run.sh JBOSS_HOME: /opt/ManageEngine/ServiceDesk
Update to 9100 problem
Hello everybody. I have a problem with updating to build 9100. now installed build 9048. When updating to 9100 there is a message : "Latest build, hence patch need not be applied". what's the problem?
Adding $Site to Message Variables for email notification rule
We use Sites heavily here and it's valuable to include sites in the message body so our technicians can quickly know where the users is from. Is it possible to add $Site to the list of Message Variables?
RecoveryManager Plus Build 4210 Released !
Hi Everyone, We are glad to announce the release of RecoveryManager Plus Build 4210 ! Check out new feature included in 4210 Build. New Features: Backup Explorer: With this update, explore all backups made until the present moment which are displayed as a timeline and view the list of objects backed up during each backup process. Also, for each backup version of an object, in addition to the backup value and the current value, view the previous backup value too. The Backup Explorer also
Need to create the user account on specified time
Is there any way to create the user account by ADmanage plus on specified time? e.g. a new staff's on boarding date is 2015/12/31, so I need to create his account on 2015/12/30 17:00pm.
Create Schedule does nothing
When attempting to create a schedule for a report clicking on the link "Create Schedule" does nothing.
Modify user not working
I have recently had to reinstall ADManager Plus from scratch. I downloaded version 6.3.0 and when I was setting up technicians in the console I ran into an issue when attempting to modify a user. It doesn't let me edit any users I just receive the attached message in the browser. I don't have multiple tabs open. The only work around I have found is to delete the user completely and add them back with the changes I needed to make. I have attached a screen snip of the message received.
VIP Users
I may have missed something here, but once a requester is tagged as a VIP user, how does SDP alert a technician to the fact? My expectation was that when a new incident was created, something would pop up or indicate that the requester was a VIP so that the right priorities could be set.
Firefox 39 and SupportCenter not working
This morning I got the firefox 39 update and we can no longer access SupportCenter with Firefox. We use SSL only and it appears that Firefox has disabled RC4 which is still used by Supportcenter. Has anyone else had this problem and what is the fix?
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