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
APP MANAGER --> Permission Tab not present in Admin section
Hi, i would like add somme user to a monitor view in read only access. I have joine my AD to Opmanager and after i have try to access the User Administration section in Permission Tab (OPManger --> APP --> Admin) but... i dont have Permission Tab! I see so: Thanks in advance! fulvio
unaccounted data on Netflow Pluggin after upgrade to 10250
Hi, I used Opmanager Netflow Plug in build number 10250. When I need to see detail data application in last 15, 30 minutes,1 hours and 6 hours, there's no data (unaccounted data). Is there any configuration to set if I want to see detail data in last 15, 30 minutes and 1 hours ?? regards,
Incorrect email address sent to Job System
One of our stores sent us an email by typing out the SDP email address twice into the to field. The two field has itservice@ourdomain.com.au and itservices@ourdomain.com.au They put an extra s at the end of itservice which is not a valid address. Now whenever I go to close the task it gets re-opened because of the incorrect address. I'm going to add itservices into smtp on AD to get around it but what is the correct way to get around this in future? I couldn't see any way to edit the to field within
Business rule & autoassign - business rule won't work
Hello. When technician auto assign is ON and we create business rule to assign specific request (f.eg. requester = "John Smith") to technician John Doe request will be autoassign (to random technician in group).
Set technician to request while creating request via REST API
Hello! I have problem with REST API - if i have technician autoassing ON, I cant assign technician - <technicianemail> doesn't works. I can use <technician> but I have 2 technicians with the same name. Could you guide me how can I fix it?
Change Zoho E-mail ID
How do you update the Zoho E-mail ID in ServiceDesk once its been configured? We initially setup under one account but would like to change it to a different shared account but its locked in.
IE8-11 enrollment by google authen not success via web portal when hit enter button
I'm testing enrollment process and found some problem only on IE8-11. When try to enroll by google authenticator. 1. user log in web portal. 2. user scan qr code on web portal 3. user enter 6 digit code 4. user press enter button on keyboard !!!!! instead of click enroll button 5. There is message show successfully enrolled! 6. click on enrollment tab again to check not found red message you have already enroll. 7. check on enrollment report. show -NA- 8. If click on enroll button in web portal and
Don't display log when choose time
Hi support team . When i choose time to display logs of device, but i don't see any logs although in disk C:\ManageEngine\EventLog\archive at install EventLog have file log of device. Before May,29 will don't display logs on EventLog. So, Can you help me then it is display logs anytime ? Thanks and best reagrds .
Mobile app for requesters
i also have a support ticket in that is describing an issue with the add request icon disappearing/reappearing, not working when pressed for both iphone and adroid for multiple users, however..... even if this was not the case and the UI was not bugged at the moment, the only fields i saw that were available for a new request via mobile app, was title, site, description. I cannot think of a scenario where we would ever allow all of our requesters to use this app, because of the amount of direct
Two Factor authentication with DouSecurity
Is there any chance you all could add DuoSecurity as a two-factor authentication option? We are using that within our company and have not been able to get it working properly using the Radius configuration method. The API is available via: https://www.duosecurity.com/docs Thanks!
[8.000] Chrome Can't close search menu
Hello, I upgraded PMP to version 8.000. Whenever I log in to PMP it shows as below: There's no way I can close this menu. If I click an option I see a red "loading.." thingy pop up and disappear, but the menu stays. Kind regards, Frank
maintain latest X backup(s) only
I have installed Password Manager with an SQL database as the back end. I've noticed that this changes the "Database Backup" screen; I can set when the backup runs and the destination but there is no longer a "maintain latest X backup(s) only". Is this a bug or is there no way to automatically set when backups get recycled? How are we supposed to manage these? Thanks
How to record operations from putty?
Where can i set to record user's operations from putty or securecrt tools?And how can i limit users to run some special commands such as "passwd" "rm"?
Newbie Invoke QN's
Hi all, New user to PMP and I am wanting to be able to launch a program from PMP as you normally would RDP or Putty. I have followed the suggestions from forums and Pdf documentation creating windows variables through to entering the following commands to try have it launch but had no success Tried the following still without success - %Pronto% -ssh %ACCOUNT_NAME%@%DNS_NAME% -pw %PASSWORD% (%Pronto% Microsoft windows variable) - "C:\Program Files (x86)\PRONTO\PROCLIENT\proclient.exe"
Private key (.ppk, .pem) retrieval via the API
Currently evaluating PMP and have nothing but good things to say about the tool. One of the questions that came out of our evaluation was "Can we use this tool to store private access keys instead of storing them on local machines or any shared storage?" To that end, the ability to retrieve and/or transmit private key files stored PMP via the API using SSH or XML-RPC would add significant value to this solution.
PMP HA issues
Hello, We did setup a secondary server for PMP. Under high availability tab on Primary server it shows High Availability Status : Not Running Replication Status : Active PMP service always shows stopped on Secondary server no mattter how many times you start the service with admin privilege. I followed the HA guide on website to setup up HA with PMP pro and mySQL. Both the servers are in same vlan for test purpose so I can assure you there is no network connectivity issue. Thank you.
Extend Custom Views to Problem, Change, Projects
We are expanding the use of ServiceDesk to include multiple development groups as well as infrastructure. It would be a nice feature if on the Change, Project, and Problem tabs that the custom views functionality that is present on Request were present. In this way we can easily filter large number of changes, etc by support group or other field based criteria.
PO send email to supplier
Guys, If i send an email to a supplier from a PO, then there is no trace of that email anywhere, unless i put myself in cc... It should be seen in the PO history overview that e-mail was send. With regards, Sven
SLA is not applying
Hi guys I created a SLA Rule for a specific combination of Category/Subcategory/Element, but I think is not working because when a user creates an Incident for that specific Category/Subcategory/Element the Expiration Date that is Taken is the one set by the Priority. I mean: I have this: Priority 3 --> The ticket can be resolved in 3 Days. But SLA for one specific Category/Subcategory/Element says that the ticket MUST be resolved in 8 hours. So if a User creates an incident with Priority3
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