How I can manage when a day in the week the Help Desk finish the shift 3 hours early?
Due new changes in organization, now on Fridays employees left the company 3 hours early than the rest of the week. How I can manage this into Service Desk, in oder to not affect SLA? Thanks for your feedback. Gustavo
Change format and subject of emailed announcement
Is it possible to change the format and subject of an emailed announcement? Sometimes you want to send an important announcement and the subject line is just so BLAH!
Large number of new interfaces
Hi all I've got an older install of netflow analyzer (9.8 build 9800) that has been trucking along just fine until recently. For some reason it is reporting 1000s new interfaces for routers that dont have 1000s of interfaces. The highest is 56179 new interfaces for one router. The only routers that were impacted were Mikrotik, the cisco ones are fine. When I go into license management the console is very slow to respond. If I select the device (which selects all the interfaces below) and hit delete
Sonicwall Template (Gauge Datatypes)
Does anyone have a good template for Sonicwall? Or can help explain how to create custom monitors for gauge datatypes. I'm looking to monitor CPU and Connections. Using the MibBrowser i get good data back, it show me the values I'm expecting. When I create a custom monitor I get garbage. Generally a number between 1 and 4294967295 Looking over the MIB they are Gauge datatypes and I guess custom monitors only work with integer values. I have created a ticket with support (4540790) and sent them the
SD+ performance question
Hi, Is it normal that the application performance decreases when running a custom report? V9036 MSSQL
Upgrade & Migrate DesktopCentral Server
Our Desktop Central Server is running Build # 90145. On a Server 2008 R2 x64. We have two items to tackle. 1. Upgrading/Migrating Server 2008 R2 to a new Server 2012 R2 x64. 2. Upgrading Desktop Central. Questions. Do you have documentation on how to Migrate your Desktop Central Server from older Server 2008 R2 to a new 2012 R2 Server? Can we upgrade from One build to a newer build during migration? or would we have to upgrade prior to migrating? Thanks,
Active user report
Greetings, I tried to setup a user report for "Active user", but it never produces a report on the screen or via email. Thanks, Zahid
Scan iPad into asset management
I'm having trouble figuring out how to scan an iPad. any tips?
CI login details - where/
Just started playing with ServiceDeskPlus and I am wondering what would be best place to keep CI login details? In this case it is Cisco Switch which has only one admin account and it's accessed by me only, but I am afraid I will forget login details.
Fine Grained Policies
Is it possible for ADSelf service to reflect fine grained password policies in the requirements listed when users are resetting passwords? Right now the page reflects the default domain policy, since my users are using fine grained policies these requirements are being reflected incorrectly... If not, can I manually modify the page to reflect the proper requirements?
Error while enabling Lync services for the user
Get the error 'Error while enabling Lync services for the user ' when creating a user. Are there any further logs I can look at? I've been through the troubleshooting guides and it does not look like it is any of these; 28. While creating new user(s) along with Lync Telephony options, either of these error messages is displayed: "Error while enabling Lync services for the user" or "Error occurred while enabling Lync Telephony options". What could be the possible reasons? Mentioned below are the
Change Roles?
I'm trying to figure out how to pre-assign the custom change roles I've created to the change template I setup. I don't see a way to assign these through the template. Am I missing something here? I also don't see a way to assign users to the change roles. I'm really hoping the change module can work for us, but I'm having a really hard time getting this to flow the way I'd suspect it should. Thanks
Assets: Purchased vs Scanned Software
When byuing from Vendor we get: Windows 8.1 Professional RUS OLP When this software is installed on a PC and scanned by SD we get: Windows 8.1 Профессиональная how we can assign this license to this installation?
Tips and Tricks - Best Practices
We have been using ServiceDesk Plus since last August and our next phase of implentation is importing and maintaining our Assets/Softwares in ServiceDesk Plus. Is there a Tips and Trick/Best Practices document that is available for our company to use?
Associated site and group
Hi there, We use email to create new requests. Is it possible to assign all new requests to a site and the group? I can only see business rule to assign the group, but not the sate. Any suggestions?
Category per Local/Sites is possible?
It is possible to define category, sub-category and item per loca/site? For exemple: On Site Brasília/Brazil we have the following categories: - Hardware - Internet - Servers On Site Blumenau/Brazil we have: - ERP - CRM - PRM - SCM Thanks!
SDP - all HP printer identified as a generic "HP-printer"?
Hi There, We have several models of HP printers on our network, but whenever we scanned it (SNMP: public), it always identified as HP-Printer . I did changed them to a proper model name (example: HP LaserJet 400 MFP M425dn) but whenever it was scanned again, the model reverts back to HP-Printer . is there a way to prevent this from happening? At the moment I changed the scan credential on each of the asset to a non-existent SNMP name. Thank you for your advice.
Report time
Hello team Its posible create a report on the amount of time (minutes) between Created Time y Responded Date (first response) thank a lot
Remote control issue
I am not sure if this should be in the SDP or Desktop Central area. But I have the two linked, and I am unable to remote control a computer from within SDP. The option is present, remote connection works within Desktop Central, but it will not work from SDP. What can I do?
AD SelfService Plus Certificate Help - Microsoft CA
I am having trouble with getting a certificate from my 2012 R2 CA for AD SelfService Plus. The documentation that I have found on the forums does not work. Can someone provide me with a working complete walk through. SelfService Plus is 5.2 5206 Thanks.
[AS400] Restricting the input of some special charecters on password reset/unlock
Hi, I would like to use the password synchronizer but, since the AS400 system runs on a diferent password policy than our AD (inputing some special charecters doesn't work), it would be a problem for us because our AD password policy is naturally more complex. In the act of password reset/unlock, is there a way to workaround this on ADSelfService level, by establishing a password policy in wich I can restrict the input of some special charecters (with a "charecters not alowed" field)? Or in any other
FREAK/POODLE Vulnerability
I sent three or so emails to support (Ticket ID 7230970) and never got a reply so I did some Google'n to figure out how to downgrade the SSL version and disable compromised ciphers. Putting it out on this forum for those who need assistance. Both edits take place on the connector tag and is located in the server.xml file. This allowed me to raise our "F for failure" on SSL tests to a "B". Do note your downgrading your SSL TLS version so you wont be running the latest but you're not compromised
Reply to ticket, curser not starting at top of responce.
We just upgraded to 9.0 Build 9042. Now when we reply to a ticket the following happens in each browser. IE11 - The curser starts at the bottom of the email, not the top like it should. Chrome - The curser starts at the beginning to the "to" field. Firefox - The curser starts at the beginning to the "to" field. Has anyone else seen this? We are predominantly an IE 11 site and the people who use the help desk software DO NOT like the fact it now starts the curser at the bottom of the email. Jason
ServiceDesk Plus 9043 Released
Dear Users, SDP 9043 has been released and can be downloaded from the URL below , https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9043 SD-59100 : Field focus issue in reply and forward requests. SD-59106 : Rich Text area not accessible in some pages for the Arabic and Hebrew languages. SD-59120 : User group option invisible in the Add new announcement page. SD-59226 : Content missing in the Report an issue page. SD-59316 : Screenshot paste issue in IE 8,9,10.
Update Assigned User or asset automatically or via API
I would like to be able to have the assigned user of our assets (e.g. Windows Workstations) updated automatically. My thought was a login script that would call on the API or RestAPI to update the asset assignment to whoever is logging in at the time as our machines are sometimes shared or if a system is redistributed our technicians often do not go update the asset details in the servicedesk. I am having trouble constructing the HTTP Post URL that will update the assigned user for the current machine.
General slowness in basic operations
Hi ME Team, Id like to report you an issue of general slowness in SDP. Sometimes it gets son slow that its necessary to reboot it. From the tab support, i identified that regarding the "count number", it takes almos 1,5 minute to index the table "NotificationToDesc", which is a lot. Table Name Count Time Taken (ms) NotificationToDesc 310330 89500 Notification_Recipients 1330703 8016 Arc_Notify_Recipients 1739308 7282 Both SDP server and MSSQL server have 4Gbs RAM and are VM servers of 4 core duo
sending notification failed
hello i'm getting an error that it's not sending notification when i create a task as well as when i create a request so what can be the problem
User Account Control Settings - impact on DC scripts
Does setting the User Account Control to "Always Notify" prevent scripts to be run by the Desktop Central Agent? We have a non-AD deployment of DC and AD is not possible at the remote locations. MIke
Weblogic 12c monitor - problem with T3 protocol
Hi, I'm trying to add Weblogic monitor and I have an errror: "Unable to get MBean Reference. T3 Protocol is not enabled in WebLogic server. Check our troubleshooting guide to enable T3 Protocol in Weblogic Server. Data Collection in progress" I have enabled T3 in Weblogic: In stdout.txt log: [13 May 2015 12:02:41:713] ME-AM: WEBLOGIC-server DataCollection : Unable to get MBean Server Reference for resource IF-xxx.yy.173.229_WEBLOGIC-server_7001 ( port : 7005 ) server : xxx.yy.173.229 In stderr.txt
Archived Conversation and Notification Table
Hello I am looking for the following archived requests tables: arc_conversationdescription arc_notificationtodescription arc_workordertodescription Where can I find the conversations and notifications of the archived requests? Thanks & regards Raphi
Rendering Exception instead checkbox select in all menu
Hi, we have some problem after restoring database, in screenshot below we got that view in all menu program, also we made upgrade to version 9042, but situation not changed in adition we done restore and rebuild index on MS SQL side all operations were succsesful, also we launched reIndexData.bat theare was many exceptions but nothing happend again, could you help us what we can do, or which log file take information about this issue?
Feature Request - Email Commands remove from Description
Please have an option to strip the commands from the description when using email commands like you do to the subject line. It adds to the clutter and confusion for end users as they get email information about it.
Error using GET_REQUESTS operation (REST API)
Hi Support Team, I am using ManageEngine ServiceDesk Plus version 8.1.0 build 8123 and I am trying to connect via REST API to get a list of all requests and their details. I have tried all solutions found in this forum but I always get this response: <operation name="GET_REQUESTS"> <result> <status>Failed</status> <message>Error when performing - GET_REQUESTS - java.lang.Long</message> </result> </operation> These are my parameters: URL: http://<servername>/sdpapi/request/ Method: POST OPERATION_NAME:
Database Query Monitor Oracle database
Hello I am trying to add a database query monitor that will check the status of the triggers of the database and sends a critical alert when any of them is disabled. The query I am running is select status from dba_triggers where OWNER not like '%SYS%' and STATUS='DISABLED' I have set "status" as a primary key, though I do not know how I can set an alarm when status is disabled. Could you kindly let me know how I could possibly define such a metric? Thank you. St.
Raw Data Export
Dear Support, Yes i know, it's me again :P Another question popped my head: Could we easily do an export of all downtimes (with maintenance modes) in raw data, for example SQL Query's? Like this we can query the database in a script to automate our monitoring reporting QI. Kind regards & thanks once more in advance! Bitz
Move DB from PGSQL to MSSQL
Which is the correct procedure for Moving DB from PGSQL to MSSQL
Need a method of printing selected Solutions in v9
I am using Solutions to keep a vast amount of "how too" documentation. I would like to make a hard copy of selected Solutions from time to time to keep on hand for DR purposes. I see Solutions is not available as an entity for creating a custom report. Any ideas on how to do this please?
Add request via api - requester
Hello! I want to add request using REST API (c# app). How to set requester field when I have SDP with AD authentication and I have for eg. 2 requesters with Name "John Doe"?
Be alerted by email of a deadline end of warranty
How to automatically emit an alert via email when assets (server , switches, router) have the date of the guarantee which mature within 3 months. Regards
Enable Active Directory Authentication to use multiple DCs?
How can I allow Active Directory Authentication for users accessing ServiceDesk Plus while the one DC that is configured in SD is being rebooted? We have multiple DCs, but I really don't want to manually change SD every time we apply updates to the DCs. SD seems to allow me to only provide ONE domain controller name. Ideas, thoughts greatly appreciated. Thanks.
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