reply/forward mail request id is in the subject but system create new request
sometime when reply/forward mail (request id is in the subject Ex. RE: Request ID :##1176## : RE: reset vpn ) Why system create new request?
Schedule AD/LDAP import once in every.... NOT WORKING
Hi, we use Servicedesk Plus 9041, and imported users from AD is ok, but , we want to schedule the import once in every 1 day, but when we click the button Save Schedule not do anything, is impertaive this feuture work. Any idea Regards Enzo
Text in the requester details
Hi all, I would know if it's possible to insert text in the requester details inside a incident template. That's because the client wants to distinguish between the data of the requester details and the data of another user. I'm not referring to fields that people have to fill, just text to read, more or less the same the text as "requester details" or "atachments" . Thanks
Failed to install agent on XP clients.
I tried to install agent from server to XP clients. always gets the error "Unable to get the agent status. Operation timed out." or "Can not find the network name". I can access the client via \\computername And I have tried install agent manually on XP client, but the agent could not communicate with server. Please help me out. Thank you very much!
Linux management - how?
Looks like you guys advertised Linux management with SP1 but I can't seem to find any documentation on how actually to use it. Can you direct me as I can't figure out how to add Linux clients?
Wrong Reply email address
Hi, I have Support Center Plus installed with three Business Units, I configure the Incoming mail server with an account named supportcenter@***.org, in the Business Unit in the Mail configuration I added the incoming mail address = ITsupport@***.org and in Reply-to-Adreess = ITsupport@***.org, When a representative make a reply int the Request the from mail address shows ITsupport@***.org, but when the user open his email the from email address was changed to supportcenter@***.org, if the user reply
iOS/Android App Login Failed
Hi Support, Have setup service desk plus, downloaded and install iOS/Android App, unable to login mobile app using LDAP Accounts. Have checked online manual, it required us to generate a API Key which I did, but still fail. Pls advise how can I resolve this issue?
LDAP Sync won't save
Using ServiceDesk Plus for the first time and really like the product thus far. Unfortunately i have run into an issue where I can't setup a Scheduled LDAP import. For some reason, when I check the box and put in a number for days (usually 1) and click save next to the line... there is no response. If i click off the page and back on, the checkbox and number of days are both empty. I have done this with both Internet Explorer and the latest Chrome Browser. Manual Importing of LDAP works perfectly
Sending mail using exchange 2013 SMTP
we are having problems sending messages from the support desk since moving to exchange 2013 logs from the exchange server imply that the support desk is trying to connect using a different port each time in spite of being told to connect using port 25. ports used in my recent trials include 53286, 53293, 53305, 53348, 53364, 53366 2015-05-05T09:57:36.293Z,SERV-EXCHANGE\support desk,08D2249FD6705866,2,10.49.4.46:25,10.49.4.37:53286,>,"220 SERV-EXCHANGE.domain.local Microsoft ESMTP MAIL Service ready
MERAKI MX 100
Hello team Its possible to add an MX100 to opmanager 10? thank a lot !!
Unable to link SDP
Hi, I am unable to link SDP from within OpManager. I receive the following error message: "Check whether the ServiceDeskPlus Server is running" and "Check the username/password is valid". The credentials are correct and the IP of our SDP server is also correct. Also, from SDP, I am able to "Jump" to OpManager. The build for our OpManager is 11500. Any assistance is greatly appreciated! Thanks, Jay
Purchase order - view permission
Is it possible for a non-technician to view a purchase order created by a technician? If so, how are permissions applied to allow it? When a PO is closed, you have the option to send an email notification to somebody which works fine but when the person receives the email notification, they cannot open the PO via the provided link to view the details of the PO. They receive - Sorry, you do not have the requisite permissions for the operation error upon log on. This is for internal use only so access
Report to extract tech involved in tickets
Hello everybody, I need to have a specific query to extract # of tickets where is involved a specific tech (In this example TECH B). In our internal procedure, this tech can only "work" on the request, but cannot close tickets. This is a sample of our procedure: USER open a ticket TECH A is the first tech that has been assigned to this ticket TECH A transfer the ticket to TECH B (the one I'm trying to have the report for...) TECH B works, put notes about the ticket, finish his job re-assigning to
Memory Utilization - How it is calculated?
Hello, Currently OPMANAGER shows that our application server is reaching 97% of memory utilization. From application support finding, the application memory utilization is within the range. The question is how OPMANAGER memory utilization report display, it is based on what parameters, “allocated memory” or “memory in use”? Is the OPMANAGER checking the actual “memory in use” or it counts all allocated memories as “used” too? Thanks Shahriman
About search feature
Hi, In ServiceDesk Plus, is it possible to search in conversations? I tried and couldn't find a result. For instance, a requester ask me to change something with a GSM line and wrote the line number as "123 1231 12 12". When I reply this request, I'm writing this number without spaces, like "12312311212". When I try to search like "12312311212", it returns no results but I know it is written in conversations. Version of ServiceDesk Plus is : Your Version : 9.0 Build 9017 Latest Version : 9.0 Build 9041 [Details]
Merging Tickets
Folks, Since we get requests via auto-ticket creation from email, our users will often ignore the receipt and forward the old message again when they would like a status update, generating a new ticket. In merging the requests, however, it isn't particularly easy to find them. Can we have a filter for Requests for this requester in the merge ticket box? Thanks, Adam
How do you escalate tickets
Folks, How do you escalate tickets? We are consolidating our service desks and thought that we could simply use the Level to move tickets from Tier 1 to Tier 2. However, there is no notification based on changing the level. Do people still use the level within the service desk? Do you make different support groups for the different levels? Thanks, Adam
Does AD360 pull information from ServiceDesk Plus?
My organization currently uses ServiceDesk Plus as a ticketing system (installed on a Windows Server 2008 R2 server). We are interested in purchasing AD360 for AD Management and AD Auditing and would like to download the trial version first. The question is: Is it recommended to install AD360 on the same server as we have ServiceDesk Plus installed? Will installing AD360 on the same server cause any problems? Or should we install the AD360 on a separate server? If AD360 is installed on the same
I'm missing the "new project" button
I've logged into the demo Enterprise edition, as all 4 account options. The "new project" button, and the entry in the quick actions drop down are nowhere to be found. Make it tricky to evaluate the projects module!
PolicyStatusLogon failure: unknown user name or bad password - Error Code:8007052e
I am a first time user and have added my domain and a domain controller. I have the yellow exclamation saying "Configure "Default Domain Controllers Policy" to enable auditing events for domain : XXXX click here" I click there and the following error comes up: PolicyStatusLogon failure: unknown user name or bad password - Error Code:8007052e I have followed the steps to configure it manually, which all settings were already set. The domain user is correct and not locked out. I am using Build Number:
5.2 to 5.3 Service Pack Update Fails
Just working through my evaluation, I attempted to upgrade from 5.2 to 5.3. The service pack says it updated successfully: May 6, 2015 2:11:26 PM [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : Service Pack installed successfully But immediately following this line in the log file is a Java Exception error: May 6, 2015 2:11:52 PM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERRUnexpected Error. Please click View Log>> for more detailsjava.lang.reflect.InvocationTargetException
ServiceDesk Randomly Stops Working
Our instance of ServiceDesk Plus MSP keeps randomly going down, the service desk isnt accessible via its URL and the only way to resolve the problem is to either shutdown the service and restart it or to restart the server it is running on. Can someone please help as this is becoming a recurring issue and something must obviously be wrong.
How do you use Notes/Worklog?
From what I see, Notes is for a technician to put notes on, and worklog is for a technician to track time. We do both. We already have a feature request to reduce the size of the description canvas, one to move the notes up to where the description is, and one to be able to add in-line screenshots and images to the Notes and Worklog. With complex issues, one often starts with the last technician note and works backwards from there. While I'm planning to submit a feature request to generate
MDM 9.0.90 on iOS iphone 6 drys battery
Hi, since last week when the version 9.0,90 was released, my iphone 6 battery doesn´t last more than 3-4 hours. Before this update, the phone was working normally for 10 hours with no charge needed. I have unistalled MDM profile and MDM App, and now the battery is working better than ever. please check this issue because final users will not be comfortable whit this performance. in their phones.
Creating sub-category in Solutions topic section
Hi, I am trying to create a sub-category under an existing category but I can't find where to do this. So for example the category heading is tech support and the sub-categories are for example 'hardware/software'. I've had a quick look around and checked the user guide but there is nothing helpful in there. Can anybody help with this?
Enable CORS
Hello, I want to add request using servlet api and AJAX (xmlHTTPRequest) from my internal portal, but it doesn't work because of "same origin policy". I know that it can be configured on server-side (configuring Access-Control-Allow-Origin header),but SDP works on Tomcat, which is "terra incognita" for me. How can I handle it? Thanks.
RAM usage and sw reports
Goodmorning everyone, I'm producing many reports with central desktop , I found some problems to produce the last particular two . - I can make a report on the use of the average RAM on each computer ? such as for " Computers by Disk Usage " ? - I can create a report that displays the whole situation of patches available for each software installed ? for example, I have seen that I can make a list of the software available on computers through " Software by Manufacturer " . can make a match of what
Email Requests to Select Tasks
Is there a way to use an Email request to select the appropriate tasks for an Incident? We currently use web based forms to generate emails that our help desk personnel review. We would like to be able to craft this email so that it generates an incident with the appropriate tasks selected. In our case we have a long form that supervisors complete for new employees where they dictate to which of eight systems the user needs access, whether the employee need an extension and voicemail, what type of
how to export asset from service desk plus
hi how to export all assets from service desk plus and import to Asset Explorer? How to update ip AND port Agent Assetexplorer?
Victorops Integration
Hi there, I just purchased Opmanager and was wonder if there was a way to send alerts to Victorops Rest API. They have a posting URL of https://alert.victorops.com /integrations/generic/20131114/alert/user_API_key / $routing_key Thanks, Nate
OnDemand API and URL Encoding
API requires URL Encoding of parameter values. I tried doing this and saw that not all special characters are accepted for incident description. Main example would be newline (%0D), but there are other characters as well. In such cases I get an JSON_PARSE_ERROR with error-code 4001. Any insight is much appreciated
Allow for notification using Last update field, with dynamic dates
Very simple. If a task has been assigned to a tech, acknowledged, and then suites idle for 4 days, I want to know. But no notification rules allow for this. Using SLA escalations also is to rigid, they only fire on response and closure times, not "idle for xx days". Yes, I know that there is a dashboard for Approaching SLA breach, but this is locked down, and only shows me when the request is 3 hours from violation...yikes, can i get MORE TIME? This report also does not appear in the report templates,
Report using Last Update date
I am trying to run this report however I get the error "only select statements can be used". Can you please help? SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",ti.FIRST_NAME "Technician",sdo.NAME "Site",longtodate(wos.LAST_TECH_UPDATE) "Last Update Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID
Not sending notifications
I have SDP 7.6.0 Build 7608 Notifications are configured to alert technicians when all activities occur: new request created request is assigned new reply from requester Request re-opened request is closed these all work fine - unless you are the one that picked up a request or closed the request so - if I close a request, I do not get email notification, but all the other techs listed do if I pickup a request, I do not get the "request has been assigned to you" email AND if I am the one that closes
Install Issue w/Server 2012 MSSQL 2014
Install failure 1) Database did not get created 2) run.bat gives this Could Not Find E:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... Free edition... Could not create connection; - nested throwable: (java.sql.SQLException: Cannot open database "servicedesk" requested by the login. The login failed.); - nested throwable: (org.jboss.resource.JBossResourceException: Could not create connect ion; - nested throwable: (java.sql.SQLException: Cannot open
Loss of previous forum posts
Hi -- for some reason I can no longer see or access my historic previous posts on my forum account. I changed the email address and name on this account at the beginning of March but could still see all my previous posts up until recently. Please advise. Thanks Lynne
How do I call an OID response within an alert message?
I am using the a default Performance Monitor string that is in the format $MONITOR for $INSTANCE is $CURRENTVALUE $UNITS, threshold value for this monitor is $THRESHOLDVALUE $UNITS Firstly, where do I find a table of the possible '$' values? I have found $INSTANCE returns a value which is useful to me, but not so much to a user, so I wish to translate this value to a name. $INSTANCE returns .2 which in this case is a radio site number. The radio site name I can retrieve from an additional OID
Issue with 8109 request view
I see in version 8109 if you have less than 25 requests in a view then the buttons at the bottom of the page are missing. This means no quick easy way to merge/delete, etc. Can you confirm this is the case and if so, what can I do to fix it? If you switch to any request view with more than 25 requests the buttons are there. Thanks, Dean
DashBoard Widget - current status
Hi, I have the need to publish curent status of processes, services and URL's on a server into a Dashboard. I was going through the various widgets but i wasn't been able to find any of them that can easily point out if a service / process / URL is UP or DOWN. I was able to find statistics but they refer to the last hour hence not what i am looking for. Thanks for any idea that might help me!! Thanks and Regards, Razvan Despa
RecoveryManager Plus Build 4200 Released !
Hi Everyone, We are glad to announce the release of RecoveryManager Plus Build 4200 ! Check out new feature included in 4200 Build. New Features: GPO Backup and Recovery: With this update, RecoveryManager Plus now allows you to restore Group Policy Objects (GPO's) in your Active Directory. Track each change made to your GPO's and granularly restore modified policies within a GPO. OU/Containers Backup and Recovery: We have now extended RecoveryManager Plus ability to include backup and restore entire
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