Disable remote control acknowledge popup window
Is there a way to disable the Acknowledgement Window when a Technician uses the Agent to work on a system? We frequently work on remote systems after hours ( when there is no one at the remote site to acknowledge the popup ).
ADSelfService Plus migration to another server
Hello I need to migrate ADSelfService Plus to another server and I do not want to lose any configuration option or data (enrolled users, machines, etc). If somebody can help me with this it will be great! Thanks Anton
MS SQL indexing
Hi I have SCP installed with MS SQL as the DB. I have added in some new fields to the requests. How do I get the indexing to incorporate these fields? How do I ensure the indexing is taking place on the whole DB? Where do I configure the automatic indexing? Thanks in advance Graeme
Cursor Jumps to Bottom of Reply Email
We are on version Service Desk 9039. When replying to emails, the cursor jumps to the bottom of the message window and my techs have to scroll to the top of the message to write their reply, is there a way to make it open at the top of the message?
Filtering users
I'm currently doing an eval of ADSSPlus and I'm curious about how best to limit the users who can have access to this. In some cases, we have generic accounts in our domains, mixed in to the same OUs and Groups as regular staff and students. I would like to be able to exclude these generic accounts from being able to log in, register and reset passwords (and ultimately use up licenses) within AD Self Service. How can I best accomplish this within the application? Is there a way to select a group,
How best to handle assets in for repair and refurb replacements?
Hey all, I recently had an Apple Thunderbolt display fail. I placed the asset in the status "In Repair" and took it to Apple who replaced it. When I brought it back to the office, I tried to determine the best way to update the asset's information but didn't see a very clear way. I settled for changing the serial number and asset tag fields. I thought that this would be noted in the history but it wasn't. Question 1: Is there a better way to handle this situation? Question
How to configure three completely separate groups using SDP
Hi, We are running ServiceDesk Plus for our support team. Everything is great! Now, however, there are two other groups in the organization that would like to use the product for their own purposes. So, for example, we do level three support for customers. Our internal IT group would like to track their internal requests in SDP as well. Then, our development support team would like to track their requests as well. I know I can set up separate sites for each team, and then define SiteAdmin roles to
Scheduled Reports - Emailed URL Error, and Scheduled Report Request
When I emailed a report, which was stored on server, with URL sent in email, the link in the email is pointing to the wrong port. Desktop Central is installed to port 8383 the link is specifying 8020, which results in a "This page can't be displayed. Custom Report Request: I've been asked to produce a scheduled patch report "for servers" , to replace the report we currently email to the server support group, from WSUS. Also I'd like to email just "desktops" patch status, to the desktop support
Why grey icon on PC?
We have DC 90135 Some computers appeared as grey icon without possibility to manage it. What does it mean? PC reported Last contact time is fresh Agent installed - last version Dmitry
RDP Screen Size + 2 factor
Hello We are evaluating PMP as a possible replacement for our current PIM solution and in general it is an interesting product. A couple of questions: 1. Do you have any solution for the limited screen size of browser RDP sessions? It is probably properJavaRDP in the back, so in that case it should be possible. Or do you have a conf-file somewhere where we could set it manually? IMO it is a fairly small development task, but it has a huge impact on usability. 2. Could we get a separate email field
IE 11 Problems
Hi, We have been having some problem with users that are using Windows 8.1 with Internet explorer 11 when inserting solution or canned response, always result in empty document in editor. Is this known issue and if so will there be a possible fix available any time in the near future ? Reproduce 1. Open request 2. Click on reply 3. select "Insert canned response" and select a response This result in the editor getting an empty value(nothing) and my guess is that this is a JavaScript issue :) Best
change the requester
is it possible to change the requester of a ticket? i want to change the person who requested the ticket background of my question: if an user sends a request to my personal email i want to forward it service desk. afterward i want to change the requester to the person which initial wrote the request-mail.
VNC Viewer
Is there a simple guide when installing VNC? Does the VNC work with a third party solution like Real VNC or Ultra VNC? I have been working with Real VNC recently and have this setup for connecting outwith the LAN. Is this something which is also possible with Service desk or would I be best looking elsewhere for a remote solution when dealing with remote clients? I have been looking at Teamviewer and LogmeIn but thought if Manage Engine provided an all in one solution then there would be no point
My local language is not suported, but...is easy to transate by myself?
Hi from the sunny spain to anybody out there! Evaluating SupportCenterPlus I'm in a doubt about internalization options. I've seen spanish is one of the supported languages, but here we speak another local language similar to "catalan". I was wondering about the possibility to translate by myself language support files so I'll be able to get this language ONLY for customer portal. Just as an example, other internationalized software provide language suport files (in .po format or similar) so you
Show AD computer description on the Scope of Management Screen
Is there a way or can you add the ability to see the active directory computer description on the Scope Of Management screen? This would be very helpful when we are looking at computers that fail to install the agent or new agents as they are released. Manually entering Notes or Owner on 1,300 computer is just not acceptable when we already have that information in the AD description. Andy
SDP - requester with multiple email address
Hi there, As the subject says, how to deal with a requester that has multiple email address? example: he has several alias and also an external email address he uses to communicate. how to "assign" different email addresses to a requester. perhaps we can set a default email address to use, but request generated from the other email address will appear under that user. or perhaps this will have to be a "new feature"?
We are happy that you've found the right solution!
This seems to have appeared since the last update. A little message at the bottom of the screen. It appears even if you've simply added some notes to a request and returned to the request list. How can we turn this off? Thank you.
Favourite Views
I'm not sure if this has been suggested yet but it would be cool if you could switch between your favourite views using tabs within the requests tab or something similar. We have a lot of views and having an two or three buttons/tabs seems a lot more convenient and easier. Thanks, James
Public solution doesn't work in client portal
Hello, We are facing some issues with our client portal. The public solutions are not visible in our client portal after login as a customer (account). What could be the case in this issue? Regards, Richard Baltus
Desktop Central Service Pack
Dear All, I have installed last service pack from ME that is ManageEngine_Desktop_Central_MSP_9_0_SP-0_121.ppm. currently available on site is ManageEngine_Desktop_Central_MSP_9_0_SP-0_145.ppm. I want the interim one i.e. ManageEngine_Desktop_Central_MSP_9_0_SP-0_135.ppm. in case anyone is having the same pls. provide me ASAP. Regards Priyank Sheth
Pushing shortcuts with spaces
In past versions of DC I was able to push shortcuts with spaces in the file name as long as I used " ". Now DC seems to ignore " ". A Chrome shortcut with the path "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe" --app=https://website I want to point to In the past this has worked an now a shortcut is created with a target of c:\program files and nothing else. Has something changed? Thanks, /Chad
Virtual Device - Unable to change IP Address
Opmanager is picking up the actual physical NIC IP configuration of a VM machine, which is in our DMZ. So in order for me to apply the WMI monitors to this device, I need to put the IP address which I use to get WMI queries to it (through our load balancer). That IP also has a DNS record which coincides with the name I've given the device. So when I try to change the IP, opmanager won't let me save it, it just comes back with the original DMZ address. Any workaround?
Status Change on Requester Reply to request
I tried messing with business rules to see if this would work, but it doesnt seem to have an option to limit based on replies. I would like it so technicians can mark a request as "Awaiting response" then once the user responds, I would like to change that status back to Open (or maybe a "Response Made" status). Even better if the technician replies, it automatically sets the status to "Awaiting response".
Apply different service catalog template
Is there a way to apply a different service catalog template after one has already been applied? Or what are other admins doing for the scenario when users select the wrong Service Catalog item and thus aren't filling in required fields that are needed?
Copy Files over Internet
We are deploying Desktop Central to manage computers over the public internet as well as our internal network, but I'm running into an issue. Does anyone know how or can suggest a secure, good way to copy files from the server to the workstations? The configuration works perfectly within our internal network using a UNC share, but that's not an option over the public internet. Thanks!
Deploy Patch with computer offline
Hi -- What the best way to manage this process. We need to rollout a patch to 50 machines. 5 of those machines are laptops which are offline. They all have the agent installed. Will those 5 machines get the patch once they reconnect to the network? I don't want to keep tabs on what each machine has installed or not I just want to rollout a patch and have every machine get at some point if they are online or offline How does DTC handle this and what settings need to be set Thanks
Automated Messages
We have our Service Desk system set up to send automated messages for 1)Acknowledgment of a ticket received via email 2) Updating (including assignments, categorizing, prioritizing etc) 3)Marked Resolved 4) Closed. Our users have long complained about the number of automated responses they receive for each ticket. Finally when I kept hearing the number 6, I did a test. Each type of update, even though I do them at the same time, goes out as an additional message. So when I edit the ticket and
CSV file format
What are the headings that are needed to be on the file for it to import correctly.
NetFlow 11 Accuracy Discrepancy
Hi - Im using NetFlow 11.0 with Cisco ASA5510 9.1.5.12 for our NetFlow analysis (NSEL). I understand the statefull operation and behavior of the ASA, but what is interesting is the traffic counters doesnt match up. If I search for all the captures under the forensics section this add's up to to volume of data consumbed, if I look under the report section or dashboard the data sumed for the same destination doesn't sum up, its allot more than what the forensics raw section report on. This means the
More Power to the ServiceDesk Plus Self-Service Portal - Approvals
A few of our clients have been underestimating the power of ManageEngine ServiceDesk Plus's self-service portal of late. We've posted several articles regarding the creation of a service catalogue for incident and service templates but were you aware that users have a range of other options via the self-service portal? First off, approvals. Now you may use or have looked at the approvals mechanisms in ServiceDesk Plus. For example a technician can perform an action 'Submit for Approval' on a request
Self service plus issue
Hi, we've got this issue with self service plus: when a user registers, at the first time he is required to set the security questions. At the following logins he is required to set the mobile phone number in the personal information. It's a mandatory field, but the format is not recognized by selfservice plus. We've done many and many attempts to insert this field, with no success. Can someone help us? Thanks a lot.
How to generate the API key for Technician -reg
How to generate the API key for the Technician which i created in the ServiceDesk Plus OnDemand.?
How can i Update from 8210 to 9041
how can i do this Your Version : 8.2.0 Build 8210 Latest Version : 9.0 Build 9041 [Details] ?|thanks in advance
Data restore from 23-bit to 64 bit
is it safe to Restore a backup data from 32-bit system to a 64-bit system?
Groups cannot be deleted
Good afternoon, I’m trying to delete one Support Group and I receive the message: Groups cannot be deleted. I took it off from templates, No technician is member of that group No message found at System Log viewer I enclose the Support file. Could you help us? Regards, Arantza
Does NetFlow Analyzer support IPFIX BIFLOW
Hi, I am using the evaluation version of Network Analyzer. I have a router from which, I am exporting IPFIX flows. Template for Biflow, flowStartSeconds flowStartSecond + PEN flowEndSeconds flowEndSeconds + PEN IP_SRC_ADDR IP_DST_ADDR L4_SRC_PORT L4_DST_PORT PROTOCOL biflowDirection PACKETS_TOTAL PACKETS_TOTAL + PEN BYTES_TOTAL BYTES_TOTAL + PEN Network Analyzer doesn't seem to decode the fields properly and Bi direction information is lost. Thanks Rahul
Network Analyzer doesnt decode IPFIX Total Packets/Bytes properly
Hi, I am exporting IPFIX flows from a router. Template used for exporting flows, flowStartSeconds flowEndSeconds IP_SRC_ADDR IP_DST_ADDR L4_SRC_PORT L4_DST_PORT PROTOCOL PACKETS_TOTAL BYTES_TOTAL For active flows, with every flow export, analyzer seems to sum up the counters. For example, lets say active timeout is 2 mins. Export 1 : Total Packets = 100 (at 2) Export 2: Total Packets = 150 (at 4) Analyzer shows total packets for the flow to be 250, which is incorrect. Its supposed to be 150.
No data is available For CPU Utilization through Monitors>Windows>ServerName>Overview
The Datas seems to be collected because when I pass through Monitors>Windows>ServerName>CPU> CPU Utilization by CPU Cores the today's and history data are shown Could you please let me know how to solve this issue ? Thanks for your help. Best regards. Daangel
'Last Update Time' not updating on requester/technician as expected
Hi We are running Service Desk Plus v9 build 9040. The 'Last Update Time' field is not updating reliably, especially when emailing updates from outside of Service desk To update a requester on an issue, this morning I: - replied to an existing email chain, keeping the Issue ID tag ##nnn## in the subject - the email sent, and the reply has been added to the list in the ticket - but the 'Last Update Time' field on the main Requests page still shows as yesterday. Note - we are currently having to email
NetFlow v.9 on Catalyst 6500
Hi, we're trying to get NetFlow v.9 data from a Catalyst 6500 to our NetFlow Analyser Pro Vesion 7.5 Build 7600. It comes up with the correct Interface and all the values are too low. For example if I run sh interface gi1/2 I can see that it has a mean value of about 1,5Mb the last 5 minutes, but in he Analyzer it has never went over 6Kb today and it's laying pretty stable on about 4Kb. Should be nice if somone could give us some pointers!
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