LDAP or Active directory authentication what difference ?
which authentication i have to use ?? whats difference ?
Project and Change association
Is there any way of getting any incident that is associated to a project or problem or change request to stop the timer automatically when associated ?
Require first response before closing?
We recently started to measure first response SLA's by using Zoho Reports. It's great, but things are thrown off if a ticket does not have a first response. I know this can be solved by a tech either responding or checking the "first response" box in a work log, but is there any way to require/enforce this? Or default the resolution time as the first response? Thank you for your help, -Mark
Request description and notes not wrapping
Whenever we have a lot of text in the request description and/or notes, the text does not wrap around the description area. Instead, the text is staying on a single line and creating a horizontal scroll bar. This is happening in both IE 11 and Chrome 41. We're using SDP 9040. I have attached a screenshot. Even though I have blurred out the text, you will notice there are plenty of spaces between words so it's not like I have a single word containing 500 characters and no spaces.
Unable to add a Hyper-V host for Opmanager VM host machine
I have Opmanager installed as a VM running on Microsoft Hyper-V (Windows Server 2012 datacenter).I cant seem to add the host server that is hosting the Opmanager VM. It doesn't recognize. All other host server are added successfully except the server hosting the Opmanager VM. Any Help would be very much appreciated.
Conversations Sorting
The conversations really needs the option to be sorted in descending order and what would be really nice is to filter out "system" conversations. I want to just see conversations between the requester and the tech. Also the latest conversation should be expanded by default (since its the most recent reply to the requests)
Change username in chat tool
I'd like to change the username in the chat tool so it doesn't just say "admin", but has my name. Can you add a username field to the admin account?
How to scan for BOTH "Important" and "Optional" Updates
Hello, How do I configure Desktop Central to automatically scan for both "Important" AND "Optional" Windows updates? Anthony
Unmanaged Computer Objects - Need Unmanaged Group w/No charge against license total
Hi, I've had to create complex AD synchronization rules to avoid DTC from picking up "name-only computer objects", which represent NAS storage devices, cluster-name objects, instance name objects. It's undesirable to uncheck so many OU's, as that can lead to synchronization problems. So how do you recommend dealing with these objects in order to prevent us from finding our "managed computer" license being reduced by these objects, which we do not, cannot, manage with DTCentral? I installed DTCentral
Importing Device Issue
Hi, We have an issue importing one particular device in OpManager. The Device is discovered correctly and Imported successfully but when I try to add the Device into a Map I cannot find the device at all. If I go back and try to Discover the Device it will be still Discovered but again it's not in the List when I want to add it to a map. Can anyone help please? Thanks a lot!
Creating a CSV to bulk move PCs
Hi can you tell me whats required to bulk move selected PCs from 1 OU to another. I have the names of the PCs to move i have tried using samaccountname but get access denied. regards Andrew
Default Task List
On the Home Page, is there a way to change the default list for Tasks from 'My Open Tasks' to 'Open Tasks' When managing multiple technicians, it would be quicker to click on the Task list and show 'Open Tasks' for all Technicians that are being managed. I know this was customizable in the On-Premise version of SDP. Right now if I click on the list, it shows 'My Open Tasks'. When I change to 'Open Tasks' and then click on a task to review status, etc., when I return to the Home Page, the default
Unable to add MIBs for F5 Big IP 3600
Hello, I've extracted the appropriate MIB text files to the C:\ManageEngine\OpManager\mibs directory but I get the following error while trying to use the MIBs: Error parsing MIB:F5-BIGIP-GLOBAL-MIB.txt Exception while loading MIB:IMPORTS failed: Could not find the file : C:/MANAGE~1/OPMANA~1/./mibs/INET-ADDRESS-MIB I attached the MIBs to this post. Please help me with this issue. Thanks, Sam Fox
What type of query does the DNS service monitor issue?
Hello, I'm trying to monitor our DNS servers. They only allow DNS queries and they do not respond to ping. They also do not allow recursive queries. As such, we need to issue queries from OpManager only for domains which our servers are authoritative for. How can I customize the DNS service monitor so that it queries for our specific domains? Currently, the DNS services show as down even though BIND is running and operational. Also, is there a log I can view to see why OpManager thinks the DNS
Updating a drop down field from an OutLook Macro
I am using a macro in outlook to scrape information from emails, and then post this data in a service ticket on Support Center. I have been able to transfer all data successfully so far except for the support rep. On Support Center the Support Rep field is selected from a drop down menu with particular options, I'm wondering if there is a particular way that drop down field entries need to be made using the macro.
Configurable Request ID
Is it possible to configure the request id in SupportCenter Plus. We have a requirement to identify issues by account based on request id for example to have the request id <ACCOUNT>-1 etc.
How do i confirm that a Win Service Pack is downloaded?
Sorry for the beginner question but I am just getting into this software. I have a job scheduled to install a Service Pack at a scheduled time in the future. When setting up my configuration I selected the flag to download the SP prior to the deployment time. However all the information on the deployment task shows pending until deployment time. How can I verify that the pre deployment task of downloading the SP by the host has been completed? Under download details under details of my deployment
Restrict users from stopping Desktop Central agent service
Hi In the latest release a new feature was release Ability to restrict users from stopping Desktop Central agent service has been introduced. How can i enforce this as we recently had a user stop the service to get around IT monitoring systems Thanks Adam
Adding Technician to Support Group for Default Settings
I'm having an issue trying to add a tech to a Support Group for Default Settings. This has happen a few times recently. I am using version 8213, but also testing on version 9033. I've created a new Support Group for Default Settings i.e. available for all sites. I then edit the support group and can add a number of techs. Occasionally there will be one tech that will not be listed in available techs. I check the tech, and they will be associated to all sites. On the Support Group for Default Settings,
Change Search Order
When adding the requester to a new incident my tech's usually click on the icon to bring up the "Search Requester List" screen. If you enter a requesters last name in the input field and click "Go" the search function quickly finds the requesters. However if they click on any of the alphabet/letter icons it searches the requesters by first name. Is there a way to change the function of the alphabet/letter icons to use the "last name" field. First names are more common than last names and returns
Feature Request: Desktop Notification
I suggest that we have some kind of desktop notification for machines that have an SDP agent installed. This should be triggered when an announcement is made on the ServiceDesk for urgent issues, like emails being down and therefore an email notification of the issue wouldn't be received. I know there is other software out there that can do this but it would be good to integrate it with the Announcements in SDP. For example:
Unable to delete resource from service request
I'm using SDP 9036. I'm trying to delete a resource from a service request template. But when I do, I get a message saying "Cannot delete. Assets in use." What does this mean and why am I not allowed to delete this section? Thanks.
just a few VMs are being monitored
I'm testing VM Manager Plus, and my Hyper-V host has 50 Vms, but just 20 are being monitored. I thought this tool was free and unlimited?
Technician Scheduling
Hi, we have teams of 1st 2nd and 3rd level technicians and use the 'Round Robin' system to allocate requests. These requests go to 1st level techs only and we have added all other techs to the exclusion list for tech auto assignment. I was then hoping to use the Tech availability scheduler to stop requests going to 1st level techs when they are on leave by using the Back Up Technician assignment rules but this only seems to work for requests that fall due within the leave time-frame and don't work
Install help for free version
I keep running into this issue, while installing I select ms SQL, I then have the fields server, port, user name and password. I enter the name of our SQL server in the server field as \\server\sql instance, I then enter port 1433 in port and the username and password for the sql admin. The installation seems to go through fine, then I try and start the application and it gets hung on application running or starting or something like that . When I check the SQL databases I do not see the database
Missing data from the closed requests reports
Kindly why can't find the data of the additional fields for the accounts and sub accounts when generating report for closed requests. Thanks
Viewing License Key on Workstation Software Screen
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). I added a new license and license key under Software Licenses and Allocated that license to the computer it belongs to. When I look the Software Details page under the workstation and look in the list for that piece of software, it shows that the software is managed but the license key does not show. I can manually add that key by clicking the Edit button next to the software
Show the column for the phone number on the requests tape preview.
How to show the column for the phone number and mobile number on preview tape for the requests
Adding additional AD fields to incident templates
Hi all, First of all apologies if this has been discussed before. I have looked and searched the forum and also Google but cannot seem to find what I am looking for (which is strange as I thought it would have been a more common question). We are configuring our Service Desk Plus environment as we want at the minute and I am currently building our Incident Templates. My question is: Is there a way to pull through additional AD values? Within the requester's details section we have the user's name,
Business Rule Actions "Set Request Mode as"
I would like to request the following action be included as a choice when creating a business rule: "Set Mode as" We have automatically generated emails that come in through a web form and it would be nice to change the request mode from Email to Web Form. Thank You. Nick
Scheduled request
Hi support team I created some scheduled requests: - 03 daily request at 8:00am - 02 weekly request at every Monday but at the start of day, only one daily request was created and at 8:00am every Monday, only one weekly request is created. I have to run all daily requests and other weekly request manually. Requests have same configuration so I don't know why
Monitoring VMware ESX
Hello everyone, I'm currently trying to set up monitoring for VMware ESX. I have asked for a service account and have been asked in return a couple of questions. 1) Do I need access to vCenter or to the hosts? 2) What access level does this account need? Thank you kindly. Rob
Email after logging a ticket
Hi there I noticed that if I log a ticket myself in the SDP MSP website, an email gets sent to every member in my team except for myself. Any reason why I am excluded from this? I need to also get that email. If my colleagues log a ticket, I do get an email informing me of the new ticket, just not the ones I create myself.
Constant Windows Security Propmts - SSO enabled and working
Hi, I have configured SSO following the guides and have my domain in CAPS, have the fqdn domain hidden from login, have the intranet zone set via GPO, have NTLM2 enabled via GPO but I am still getting constant security prompts. It doesn't matter if I put my password in or press cancel the helpdesk still works. I have removed both NetBIOS and fqdn domains, reimported them, created new computer account, reimported users etc. nothing works to remove the prompts Any suggestions where to investigate to
Report to be shared with only 2 team members
Dears.. Could someone help me in finding out an option where in I can share 2 technicians report in our team with one particular technician from reports tab. Your quick response would be appreciated.
OpManager Activation
Dear team , we purchased the license for opmanager essential version , with plug- in for netflow , Ncm , ipam , etc . my configuration was initially designed for enterprise . when I opmanager central and probe on the same server . I saw that you can not register the license by consolle of " probe " but only the " central " . if I register the license in the central console , also will keep my probe (only one ) in which they are installed all the plug -in , and these will be activated ? Thank you.
View sub account information in the request
Kindly how to view the sub account information in the request rather than the account information Thanks
Importing contact from the outlook
How to Import the contact from the outlook. Thanks
Is it possible to avoid notifying techs when a ticket is created by a tech?
Greetings, We've run into some help desk notification noise created by our notifications rules. We have the following notifications: Alert the following technican(s) by e-mail when a new request is created. Alert technician by e-mail when a request is assigned. Alert(or Notify) technician by e-mail when there is a new reply from the requester. Send e-mail to technician when the request is reopened by the user. Alert group members by e-mail when a request is left unpicked in a group. Things
force deployment?
hi, is there a way to force the deplyment of a package "right now" or do I need to wait for the 90 Minute Window to go by?
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