Business Rules - Closing Tickets
I'm running into an issue when attempting to close a ticket using a business rule. Using a business rule, I'm trying to assign a ticket to a template and then close the ticket. I've set up a business rule to do this, but it will only assign the template, it doesn't close it. Any idea why this would happen?
Incidents re-opening when they aren't supposed to
Hi all, We do not want incidents to re-open when a new email is received with the same request id. We simply want the ticket to get updated and the technician alerted. This is the option we have set in the SElf Service portal area of the admin page. However, it still happens. If the ticket is resolved and an email is sent to the requestor saying that it is resolved, and they reply, the ticket gets opened again. We don't want this to happen. In fact, we don't want the ticket status to change ever
compliance type "excluded" and "freeware" not set correctly
Hello, In our "Scanned Software Assets" overview all the "excluded" and "freeware" software is listed as "Under Licensed". How can we fix the compliance type for all the software to compliant? These software is scanned with a previous version op Manageengine Servicedesk, now we are running 9.0 Build 9002. If we add new software to ""excluded" and "freeware" the type is set correctly. Regards, Danny
Adjusting RDP Window Size
Hi, When I initiate a RDP through PMP the window launches, the size of the RDP session is relatively small compared to the rest of my screen size (22" 1920x1080 resolution). Is there any way of increasing the session size? Thanks,
Service Requests - Notification for technician with additional fields
We have created a Service Request with additional fields: fieldA and fieldB. Now we need to configure a notification for technician with these additional fields Is it possible? We have tried to configure a new rule notification (Alert technician by e-mail when a request is assigned) but we only view Incidents additional fields. Service Requests additional fields are not visible. Additionally is it possible to configure different rule notification for different Services Requests? For example: Service
How do I propose a series of steps to the customer prior to resolution?
Perhaps it's just semantics, but I'm uncomfortable marking the request as Resolved when I'm proposing solutions to the requester, so I'm wondering if what I'm asking about is just semantics. I have a resolution in my Solutions that I want to send to the user to have them work through the issue. This is a proposed solution. How do I get that to the user. If I mark it as Resolved, SDP can trigger that this be sent to the user via the Acknowledge E-mail c users when a request is resolved, but
Group notification when new task was added to the group
Hello In the Notification Rules we have an ability to notify a group of the technicians when a request was added and assign to the group. Same, when a request is left unpicked in a group. But we dont have same function for a tasks. It's very needed for us. How can i notify (automatically) a group of the technicians when a new task was assigned to a group?
How did she take a date? ViWebServicces.
ViWebServise what? How did she take a date?
Error with login
Hello, I've service desk MSP for 200 user, and since two week, lot of user have a problem for the connection. The log is flood by : [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: generateNTLMV2Script HttpServletRequest--->https://servicedesk.victorbuckservices.com/DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: lurl--->DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[26]|:
Error Parsing ZyWall MIBs files
Hi, I've some problem when i try to load ZyWALL 110 MIBs. It said it "couldn't parse the file 411AAAA2C0-private.mib. Couldn't resolve these MibNodes: {vpnTunnelIndex}. I've attached firewall's MIBs that i have downloaded directly from the vendore site. Thanks for your time, Kindly regards
Moving Desktop Central Database to a different drive
Hello, What is the easiest way of relocating the Desktop Central Database (and logs) to a different drive/partition? Thanks for any assistance rendered. Anthony
login name in the Requester Details
hi support pls help me how to make that field Requester Details displays a login name (samAccountName)? thanks for you help
Apple push notification certificate expiry: iPhone app users upgrade to our latest build
Our old Apple push notification certificate expires on June 19, 2015. As a result, you will stop receiving push notifications from us on your iPhone effective from June 19, 2015. Who will be affected by this? Only those users running an Applications Manager build earlier than 12020 and using Applications Manager’s iPhone app with push notifications enabled. How do I get push notifications again? We have renewed our Apple push notification certificate. So, all you have to do is to upgrade to our latest
timestamp of last email received
Hello, We've recently migrated all of our user accounts to the cloud. I have roughly 450 service type accounts on-premise that i'd like to determine when the account last received an email so i know which accounts i still need to migrate. I've tried last logon time, but that isn't accurate based on some follow up testing i did. Any assistance would be greatly appreciated. thanks, ken
I can not see technician
Hi, User has been created by active directory and change as Technician. Now I can not see him on technician list but I can login using this account. Please help to solve this problem. Thanks
SLA Name
HI is it possible to get the sla name to populate in a report?
The problem with installing a license
Hello. How to install a license in ServiceDesk? Sincerely. Igor Stepanenko.
Exchange Reporter Plus - Are there API's to access database from external application
We are evaluating Exchange Reporter Plus - Are there API's to access the database, from external applications ? If so, could someone point me to the related API doc's please ? Thanx, Sushil.
Create New Custom Fields - Restricted
I was trying to create a few custom fields for my custom incident templates. After i could create around 15 Now the system doesnt allow me to create any more text fields. Other options are available though [Number, Date and Decimal]. I am using standard version., Any help appreciated. Abhijeet
Requester Notifications
Hi, In Technician notifications we have alert - Alert(or Notify) technician by e-mail when there is a new reply from the requester. Is it possible to add similar alert in Requester Notifications - Notify requester when there is a new reply for his request (it can be send by technician or someone else). This would reduce the time to watch for changes in requests. Best regards, Dmitry
Request Tab Display Error
When users (non-techs) attempt to review their submitted tickets using the Requests Tab, no tickets are showing. However if they click the number of tickets in the Pending bucket under "My Request Summary" on their home page - the Request tab will display the tickets. Any idea on why clicking the Request tab direct generates no tickets?
Editing fileds in "request" tab
Hi! Is it possible to remove fields from "Request" view? For example, remove "Group". And what's even more important: is it possible to add custom fields? ServiceDesk Plus Free Sincerely, Piotr
Monitoring disk on linux server
I am monitoring a group of linux servers, all of which have mounted drives that point to shares on a windows server. Is it possible to configure Application Manager to NOT monitor the disk space of those mounted drives? I have the windows servers monitored with a different application and the monitoring of the mount points is skewing the statistics of the linux server. I would only like to monitor the drive space on the root ( / ) partition of my linux servers. thank you.
Any way to have "reporting to" copied on requests from subordinates?
Good Morning - Is there anyway to have the requester manager the ability to view and be notified automatically upon ticket creation, update and closure?
Monitor DNS Queries....
Can EventLog Analyzer collect info about DNS Query for DNS servers and provide a report of domain name resolutions occurring on the network? This would be valuable, because IOC for malware often involves monitoring DNS for known C2 domains, etc.
ServiceDesk Plus Snippet Of The Week | Why do you need to auto assign a change manager to a change?
Let's say Heather Graham is the change manager for all the network related changes in your organization. Your IT help desk receives complaints from multiple users of the engineering department regarding intermittent network connection. Your technicians have found the root cause to be a faulty router that has to be replaced. Therefore a technician created a new change, which in the first place has to be authorized by the change manager. But he created the change without knowing who the change manager
ServiceDesk Plus 9046 Released
Dear Users, SDP 9046 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9046 SD-59895 : Single line additional fields with 'Allow only numbers' for incidents, will no longer be converted to numeric fields as done in post 9039(Leading zero's would have been lost).Option to re-configure 'Allow only numbers' in Single line field will be available post 9100. Please refer to the below link for the steps to
Tuning OpManager 12 Beta
Hi all I installed OpManager Beta 12 in Windows 2012r2. (with PosgreSQL) Where are tuning-guides for my 300+ devices and 500+ interfaces ??? http://odarchuk.com
Monitoring Excel Services and underlying components
Hello, we want to monitor Excel Services in Sharepoint. When running different Excel reports (through SQL Analysis Services) we want to make sure that users get the right performance, and we want to see where bottlenecks occur. E.g Where is the delay when a user changes the report from "region east" to "region west" etc. and there is a 3 seconds wait inbetween. Can App Manager help here, or do we need to use other tools and performance counters? Thanks. Regards Finn Ove Lium
netflow plug in
All Traffic uncounted!
Report of DNS entries
We are trying to run a report to pull the DNS settings off each host. Each host has a static IP configuration. We tried to pull this using custom reports. I can pull IP info but do not see a entry for DNS. Is there another location we can exact this data from for all hosts?
Invalid User Credentials after demoting domain controller
I cannot login to Desktop Central 9_1_0 patch 25 after demoting a 2008R2 domain controller and adding a 2012 domain controller. Running command: 'set u' and 'set logonserver' show correct information for all. C:\ManageEngine\DesktopCentral_Server\bin>set u USERDNSDOMAIN=DOMAIN.COM USERDOMAIN=DOMAIN USERDOMAIN_ROAMINGPROFILE=DOMAIN USERNAME=UserN USERPROFILE=C:\Users\UserN C:\ManageEngine\DesktopCentral_Server\bin>set logonserver LOGONSERVER=\\New2012DomainController Unable to login with Local Authentication
ManageEngine EventLog Analyzer 10 is now available!
Dear All, We are glad to announce the availability of EventLog Analyzer 10 (GA) Standalone and Distributed Edition for download and evaluation (30-day trail). This version brings with it improved scalability, log collection and processing rate, enhanced reports, and pattern-based alerting that help security administrators to gain better insight about their security framework. Following are the new and enhanced feature set that comes bundled with EventLog Analyzer 10: 10x Improved Log Processing rate
Time Listing Problem
The times listed in our system are not in order when I run a report. I called and they said this is a bug. When is this bug going to have a patch or new release? It makes troubleshooting an issue very difficult.
Incorrect time in ELA. Wrong timezone? How I can correct it?
Hi! I have lot of syslog senders, and all logdata from them have 1 hour delta between true time (on ELA host computer and syslog senders) and timestamp (?) in postgresql data: Timezone MSK (GMT+3). All host is synchronized. After install of ELA has been adjusting time zone data ( http://en.wikipedia.org/wiki/Moscow_Time ) . Maybe in this case ? How I can fix the problem?
Can DC detect MS patches that are installed on a PC even if no DC Patch update has been released?
Need to know if DC can detect an installed MS patch such as the recently released KB3035583. We have PCs that have Windows Update active and this patch apparently has been rated as "unrated' and then upgraded to "important" and we think it may be now rated as "Critical". This means that WU will install it on many of our PCs. We are interested in DC detecting it (but we will not approvoe it - so DC not deploying) and then issuing the uninstall command and then hide the patch from Windows Update.
Opmanager 10 and DHCP devices
I have an opman v10200 and a lot of devices with DHCP maanaged IP addresses. Every time when the device gets new IP from DHCP I have to go to opman console and change IP of this device manually, because opman keeps old IP in its DB. Any chance to make opman use host name and DNS for resolving device IP? Thank you!
View of home page in service desk- 2nd post
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
SysEvtCol segfault
I am getting the following when attempting to start ELA 10... Apr 25 15:00:31 server kernel: [ 2725.923974] SysEvtCol[18257]: segfault at 0 ip 00000000f738919b sp 00000000ffb1c460 error 4 in libc-2.19.so[f7307000+1a5000] Any ideas would be helpful. I am running Ubuntu 64-bit 14.04.02 LTS in VMWare lib32z1 IS installed Thank You, Michael
Doest Show Text in PDF Format
HI Dears when i use PDF format for my reports, it doesnt show some text of my report and i have to use another format of it. my text that are doesnt show are Arabic. How i can solve my problem? I Attached a picture of it. THanx a lot
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