Hidden requester's replies
Hello. We have some issue with requester's replies via email. When requester create new request via email, technician take it to processing When requester send second, third and following replies, they marked with red lock icon (hidden for requesters) Is it a issue? Because sometimes similar replies marked with green lock icon What does it depend and can we avoid it? Our requesters need to view all their replies on the Self-Service Portal
Port Number 8020 is already in use - But it isn't!
Hi, Has anybody had the problem when attempting to install Desktop Central 9 when the error message: "Port Number 8020 is already used by some other application. Please specify a different port" I've checked the server and the LAN using netstat and I can't find any other application that is using that port?? I tried selecting a different port but the server never comes online as it errors with one problem after another.. Any advice would be welcomed. Andy
Get KB Articles from Service desk plus using REST API or Data base
Hi I would like get all KB Articles from Serviced desk plus by using REST API or Data base. If any body have idea . Please help me. It is very urgent.
Impact analyis form in change planning
Dear All, we have speacil document for change analyis which we are now filling it manually and upload into respective change. how could we design this form in Manage Enginee CM process under Planing tab?
Does the ServiceDesk MSP supports an upgrade from a mssql 2008 R2 database to a 2014 version?
Hi all, Does the ServiceDesk MSP supports an upgrade from a mssql 2008 R2 database to a 2014 version? Thx Miguel
SMS Modem does not send SMS anymore
Hi, I am using Opmanager 8812 along with a Multitech GPRS GSM Wireless modem to send SMS notifications for alarms. After a while i see that the modem stops sending the SMS and the SMS_OUT table has alot of SMS with dispatch_date as NULL i.e. these SMS have not been sent. This is a very critical production system and we have no other way to receive alerts. Could you recomment some customisation/fine tuning or troubleshooting in order to resolve the issue. Each time I need to restart Opamanger,truncate
Don't store any event
Hello, I install demo version of EventLog Analazer v10 (build 10003). I didn’t have some error during install process. I added target host in pick mode (auth is success), but EventAnalyzer don’t get any events. I tested it on Windows Server 2012 R2, Windows Server 2008 R2, Windows 7. I use windows server 2012 R2 by host system. Network Discovery turned on. Wbemtest work correctly. Do you have any idea?
High Availability solution issue
Hi SDP Team, In my company a High Availability solution is being studied for our SDP MSP Enterprise. I come across in your online kbase for the following solution published on http://kbase.servicedeskplusmsp.com/faq/admin/configuration/failover-configuration.html that explains the procedure to setup 'High Availability' for ServiceDesk Plus – MSP and how to switch to a standby server when the production server fails. Considering your solution and this document I have a few questions related to it,
Manage Mobile Phone Report
I need to see how many users have Active Exchange Mobile email accounts on their smartphones and devices? Is there a basic report for that? Am I just missing it?
SSL Configuration
Hi, I am struggling to get SSL configured for the web interface. I have read the documents, but they are a bit confusing in which steps must and which must not be taken. So what I have done: 1) Exported the wildcard certificate for our domain as .pfx to the correct directory on the server 2) Edited the server.xml to use that .pfx file as keystorefile, with the password and type as per the instructions. 3) Commented out HTTP en uncommented HTTPS When I verify, it gets to https://localhost:8400 but
Work Log - Category
There should be a category associated with work log. I would like to categorize each entry so I can sum up how much is for certain ones (IE: Research time, implementation time, troubleshooting time, etc)
Notification Rule - Subject Variable Button "Requester Phone" incomplete
Google Chrome: Version 41.0.2272.101 m ServiceDesk Plus: 9.0 Build 9039 When modifying a Notification Rule "template" an issue has been noticed when the variable "Requester Phone" is selected. The variable is displayed minus the preceding "$" character. When selected, the variable is indicated such as: RequesterPhone When in fact, I believe it should be displayed as: $RequesterPhone Which is the same as the other options.
Graph does not match data
When I generate a traffic utilization graph that is beyond one day (week, 7-day, month, etc) the graph displayed does not match the data shown in the table. For example, below is a one month traffic report graph for an interface. I know for a fact this interface spikes to 20M every night and the data in the table show max in/out at over 20M. Note that the graph shows traffic maxing out at 4.25M. I suspect that the graph is showing some average, but that is not helpful for me. Is there any way
Log Analyzer plugin stopped working after trial period
I am using the free version of OpManager, as I have only 10 devices to monitor. I was told that Log Analyzer plugin would work in the free version but after the trial period ended, I can no longer access Log Analyzer. The same thing happened with App Manager, too. The web page is no longer accessible for either product.
How to better understand technician time
Currently using version 9.0 Build 9038 Am trying to better understand how technicians are spending their time on requests. Can technicians update records with time spent on activities? Can I report on how much time is being spent on requests? Where can I find documentation on how to understand time recording? Currently I cannot tell if a technician is spending hours resolving a request or not. Thanks, Roger
Flash reports in Internet Explorer 11
I'm using Windows 8.1 with Internet Explorer 11, and when I attempt to use Flash Reports (which I just discovered) I receive an error: "Flash reports supported in Internet Explorer only". I've found if I use the F12 developer tools and change my browser mode from Edge to "10" they will load, although a bit buggy with some clicks not registering. Is there a known solution to getting Flash Reports working in IE11?
Monitor Polled but no alarm shown
Hello, I'm using Appmanager build No.10820. I have a monitor for a Solaris OS, the monitoring mode is SSH (with the proper credentials). I have set a threshold for Disk utilization on one of the paths (e.g. "/data"), the threshold details are <85 (Clear) =85 (Warning) and >90(Critical). there is one associated action for this monitor which will send and email to a specific email address when the path is in critical state. The issue: When the threshold is met, the associated action is triggered (email
Configuration Netflow on cisco 4500-X (cat4500e-universalk9.SPA.03.07.00.E.152-3.E)
Hello I have a pair of new Netflow 4500-X that i want to add to the Netflow Analyser (i have yet an ASA and it's working well). I configure the 4500X as follow : flow record NF-RECORD match ipv4 tos match ipv4 protocol match ipv4 source address match ipv4 destination address match transport source-port match transport destination-port collect interface input collect interface output collect counter bytes collect counter packets collect timestamp sys-uptime first collect timestamp sys-uptime
Launch of Free Disk Monitor Lite
We are excited to announce the global availability of Free Disk Monitor Lite . Available immediately, the free disk monitoring tool helps monitor the disk space on an unlimited number of Windows servers, VMware and Hyper-V hosts. Here are some highlights of the tool: Monitor the disk utilization of Windows servers, VMware servers and Hyper-V servers Set threshold values for the used space View pie charts of the disk space capacity Auto detect the VM's running in a server Get to know the VMDK file
why Collector always down ?
I have some problem in my collector. My collector status always down after 5-10 minutes. I have checked for the service, and service always 'started'. I try to restart the service and after restart my collector up again but just for 5-10 minutes and after that down again.
Collector always down
I am running ManageEngine NetFlow Analyzer Enterprise Edition v 7.7.0. I have some problem in my collector. My collector status always down after 5-10 minutes. I have checked for the service, and service always 'started'. I try to restart the service and after restart my collector up again but just for 5-10 minutes and after thar down again. Thank You, Dimas
email notification closed dont work
Hi, I installed servicedesk plus standard edition with five technical free . I have configured the mail server , and notifications . My problem is that when I close the ticket the technician does not receive the email but closing email receives only the user who opened the ticket . I selected in the notifications that the technician must be notified by email of the closure of the ticket. Why the technician does not receive the email closure if it is set in the notifications ?
Assigned Tech email at request creation
I would like an option so that if a tech is assigned during request creation, the requester only gets 1 email (rather than the one for the request being created, and a second one for the request being assigned a tech). Otherwise we are spamming too much to our end users.
Product field changes at every scan
Hi all, here my problem... After scanning my network SDPlus auto complete some fields for network objects like workstations, printers and servers. Sometimes the field "Product" is wrong (for example in Printers like HP Laserjet 1606 and P2015 the field become "HP-Printer"). No problem. I can change it manually but after every scanning the field reset to HP-Printer. The same is for fields like How can I set this field and deny the auto change after every network scan? Thank you! ;)
Request Type Missing
Currently running Manage Engine Service Desk Plus v9.0 The request type is missing so all requests are being logged as incidents. How can I add 'Request Type'? Thanks
Both agents required with integration?
We are preparing to integrate these products, but cannot determine if we need to run both agents or if just one is required. I have reviewed integration documents, but they lack clarity. Several of the links I have found lead me back to links I had already seen.
Excel Add-Ins deployment
Hi All, How do you deploy excel add-in to all users, what is required to create in software deployment site?
Share attachment with requester
Maybe there's a way to do this already, but I'd like when uploading an attachment to a request to have an option to share it with the requester so they know there's a new attachment. Or, When replying to a request, there should be a way to include an attachment that's already on the request.
Notifications for Resolved versus Closed and Resolution
I'm wondering how other folks are using Resolutions. I understand that I can search Solutions, then copy the resolution from a solution to the resolution of my ticket, but what if I want that solution to go to the requester. Where's the step for emailing that solution to the requester? (Our folks aren't using the portal yet and may never). I'm trying to understand the workflow: Should there be an option from the resolution tab to send it to the requester? Is that supposed to be done by saving,
New iTunes patch 12.1.2 isn't detected as missing from Win 8.1 machine with iTunes 11.4 installed
We're running build 90145, and there's a new iTunes patch detection, as of last night, for iTunes v12.1.2. One of our Win 8.1 (x64) Dell tablets has iTunes 11.4 installed. Its patch summary had been showing that it needs the latest iTunes patch 12.x installed. Now this morning, it's no longer showing that it needs the iTunes patch v12.1.2. Have you intentionally changed the logic of Patch Mgmt to only show iTunes v11.x patches for installed versions < v12.0? Or is the new patch 12.1.2 just not
Upgrading already installed Software.
We recently got Adobe Acrobat DC Pro (v12) on our enterprise contract with Adobe. I have about 1400-2000 installed copies of Adobe Acrobat XI installed and I only want to push the new updated package to PC's that only have Adobe Acrobat XI. I have fumbled around Desktop Central for about 5-6 hours today and I haven't found a good solution for deploying this software. I do not want to manually have to enter the computer names of the PC's that have Adobe Acrobat XI, so any thoughts? Also we have Asset
Calling feature is disabled
Hi, How is this feature enabled? Love to have it working....
Preview a change to a Scheduled Automation
Hi, I am using Scheduled Automation's that run monthly (with Workflow enabled). Reviewing the result, there sometimes is a need to tweak the Automation criteria a little. In order to be able to do that, you need to delete the already running Automation and make the tweak. After doing so, I am missing a "run now" button and a "preview result" button. Then I either need to wait a whole other month, or create the whole Automation again... Neither are feasible options for us. In the case of a workflow,
Alarm Clear messages looping after status "Clear"
Sometimes we get looping alarm "Clear" messages via e-mail or SMS, even though it should only send 1 message I presume. In this example two of our switch ports went down yesterday at about 15:15, and within 1 minute they were up again. Opmanager sent three "Trouble" messages correctly, and also three "Clear" messages correctly both in e-mail and SMS. After this those Clear messages kept coming via SMS between 120 minute interval (as configured in recurring trigger if not acknowledged), but only from
Associate Existing Tasks to new Milestone
We have tasks that were created in a project before the milestone. How do you associate the tasks to the milestone without having to delete and recreate them?
ServiceDesk Plus Build 9041 and Chrome
Just updated ServiceDesk Plus to build 9041 and the resolution box does not work in Google Chrome, unable to enter any text at all, the cursor doesn't even appear. Works fine in IE.
linux opmanager auto start after server reboot
Hi, I have installed opmanager in redhat 6.5 & changed as service. But I am not able to add the same in chkconfig (for service auto start after reboot). Please see the message below. Help me regarding the same. Thanks. Regards, Ganapathi Ram
Better column width control
There should be either manual control of the columns or more intelligent control by the software. For example in software inventory the software title is cut short while there is still space left on the screen, smaller fields take up the same space, making it hard to tell similar software apart quickly.
Desktop Central Patch Management Queries
Hi, One of our customer wants to buy Desktop Central Patch Management Software alone. Please specify the following features will support in DC Patch Management. Features : Patch Microsoft OS - Yes Support for 3rd party applications and OSes Consolidate patch management operations Discover unmanaged assets Support for non-active directory environments Security configuration management - Compliant with Standards Full system inventory collection - networked Dynamic
Missing Patches from Supported list
Hello There appears to be some additional patches missing from the list of those supported by desktop central, compared to Windows Update Primarily this - KB2956171 : March 10, 2015 update for Office 2013 I don't understand why it wouldn't be in the list. However these two are also missing - which i can sort of understand, but are still OS updates KB2952664 KB3035583 Kind Regards, Daniel
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