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?
Create a known problem and link a solution or workaround
This request is for a feature to create a problem in Servicedesk Plus and be able to link an existing solution or workaround to the problem.
software inventory - commercial software
Hi Currently i mark software as commercial software and assign it to a variety of categories firefox, safari, chrome etc are in the browser group adobe air, flash and shockwave player in (media group) dropbox, google drive (sync) etc etc this work quite well apart from the fact that all these tools come out with never versions every other week or so and it means i have to manually go into the software inventory find these products and mark the latest version as commercial software and then in the
Innstalation problem
Hi During the update, I had a problem . I could not run the application, so started to restore the previous version. I downloaded the installer from the http://archives.manageengine.com/service-desk/ Unfortunately, I get the error ! ! Such as set out in the annex. Now I can't go back to the previous version and the system does not work. I tried to install version of the 9030 32 and 64 bit shows up the same error. The same error I got when I tried
Using Incidents and tasks
Hi all, I'm just wondering how different SysAdmins here use Service Desk Plus. For instance, our model is to have the Helpdesk/ServiceDesk create an incident and if the incident needs to be worked on by another tech team a task is then created to them. After that task is complete and nothing else needs to be actioned the "tasked" technician closes the task and resolves the incident. From reading the manual, it looks as though SDP is more geared towards assigning the request it'self to another
Initiate installing Patches from Client
Hi I have an APD task that scans, downloads and drafts the patches to be rolled out on some critical servers. Rather than click on deploy within DTC is there a way of initiating the install from the client, so I can do one server at a time similar to WSUS? I know I can create jobs within DTC and push but I want to be able to pull approved patches to a custom group of servers. Thanks Andy
datamodel for servicedesk + 9.0 Build 9039
Hi, we would like to create a dashboard in Qlikview. The table structure is very unclear in SD+, do you have a datamodel or table definition sheet to help us? we are currently running servicedesk + 9.0 Build 9039 Kind regards, jordi van oosterbosch
Effective Access Permissions for user
Would like to be able to see what the roles assigned to a user gave them for permissions.
Support Groups Dropdown is empty
We are in the setup stage of SDP... When entering a new incident, the dropdown for GROUPS is empty. All my support groups are for ALL ACCOUNTS and DEFAULT settings. What am I missing?
Timers in SDP
I'm hoping someone can explain the timers in SDP...I may be overthinking this. I'm trying to generate summary reports (details of each incident or SR) on things like: First Response Time Time from Created to Closed Time from Created to Resolved Time from Created to Assigned Details of assigned technicians for a ticket with individual times for each tech. Summary of all assigned techs for a ticket with individual and cumulative worklog. I've already seen some really nice queries by Murali, but
"Waiting for the presenter to join " error message
Hi, I am facing a problem in Desktop central that while taking remote an error message is coming that " Waiting for the presenter to join". This error is not coming always. Some times the remote connection becomes unresponsive and again if we try to connect, this eror comes. Can anyone help me to solve the issue. Regards Jobin
Unable to select 'Reporting To' user with apostrophe
Receive an error when trying to select users for the 'Reporting To' field with apostrophe's in their last name (ex: O'Brien). This user is an existing Requester and is able to create and send requests to SD+. Error message: 'Select user from existing user's list' 9035 MSSQL
Time Spent and Work Log
I'd like to propose renaming the Actual Time Spent field under the Timer Tab to say "Actual Time Spent Assigned". I'd also like to propose adding Time Spent Work (or some better name) that shows the cumulative time from the worklog and the details below of each worklog entry for the request. Thanks, Adam
OnDemand Provisioning Tool - Incorrect Username or Password
I'm trying to setup the provisioning tool to import my AD users into our ServiceDesk account. Whenever I enter the LDAP information for our site I keep getting an error telling me either the username or password is incorrect. I have verified that I am entering the correct password and have also confirmed the LDAP settings are correct via a third-party LDAP client. We are attempting to connect via LDAPS on a non-standard port (3269). Here is a sample of the output I'm seeing in the log file. 3/18/2015
Command execution
Dear, 1. Is there any way that I could execute one command on many devices without creating Custom Template? 2. Is there any way to execute show comand on many devices and save output in file?
ServiceDeskPlus Pickup Request - Auto set the Group
Is it possible to autofill the group option when you choose the 'Pickup' option for a request? I have 3 support groups with roughly 5 technicians in each. Service Desk: Audio Visual: Infrastructure: So if a Tech from Service Desk picks up a ticket, can you autofill the Group field to Service Desk? Cheers, Craig.
DeviceExpert time is not match with our System time.
Dear Team, DeviceExpert time is not match with our System time. currently DeviceExpert application shows 3:38:48 , but windows system show 2.18 PM. Please guide us to sync with System and DeviceExpert application.
Automatic re-indexing of solutions
When searching for recently added solutions using the keywords, description or title nothing appears. Every time we add a new solution we have to manually carry out a re-index to enable technicians to search for them. I've looked through existing queries but haven't been able to find any solution that solves this problem. We're currently on the build 9039, using postgreSQL. We've been having this problem since we started using service desk plus. Is there anything we can do to enable automatic re-indexing?
Asset Import CSV Blank Values
Hi, I am trying to do a bulk update of certain asset fields and for some of those fields I would like to reset those values to being NULL so that the reports will display those fields as "Not Assigned". I would prefer to not have to use the value of "Not Assigned" in the CSV file. Is it possible to do this using the CSV Import feature? I have tried using blank values, \n, and NULL and none of those have worked. Thanks, Roger
How can I find what requests were based on a service in the service catalog ?
I have done some testing, when planning to use the Service Catalog. Doing my tests, I have created way to many services. However, if I try to delete one of them, I get a message saying "Template is in use. Has been marked for no further use". As I understand it, the reason is that I have created some requests, based on that service. However, I'm sure it's only some test requests. How can I find out, what requests have been made by that service in the service catalog ?
Maxed out asset licence count without showing assets
We recently increased our asset licence count to 550 and have used up slightly over 235 of these, however the "About" tab shows 546 licences have been used? Where did these licences go? Regards, Wayne
"Waiting for Presenter to Join" when connecting to Mac
When attempting to remotely connect to a MAC I am seeing the following. On my Computer A message box immediately pops up on the mac More Info takes me to the java download page, OK simply closes the message window. A current version of Java is already installed and up to date on the mac as can be seen with the response from the Oracle java test page. What do I need to do to get the mac to allow the Desktop Central java viewer app to run when I try to connect to it remotely ? DesktopCentral
Moving site to a different account
We provide service for apartment/condo buildings and it's a common situation when site could switch the management company (account who pays us money) so I need to change an account name in ServiceDesk. How to do that?
update
Hello team I have a problem with netflow 9.6 builf 9600 I need to upgrade NFA 9.6 to 9.7 but I get the following error: ( what is the problem)
Assign Multiple Assets
Dear Support Team, Is it possible to assign multiple assets to same department? Or assets of same P.O. to same department? If not through UI, how?
Is there a way too?
Some sort of option or function to give the customer a free 30 minutes and count it in the costs. Example: Customer had two hours work done on a ticket from a technician which cost €10 per hour but it wont cost the customer €20 because the first 30 minutes were free so the costs need to be modified to that criteria of 1 hour and 30 minutes. If anyone Could help Thx. :) Have a nice day
Possible bug in Windows domain password
We've been having a lot of issues with our Windows domain scan account being locked. We contacted support and they were able to help, but I think there may be a bug in how the Windows domain account password is saved/stored/retrieved in SDP. We're using SDP 9036. This is how I solved the problem. I went into Admin > Windows Domain Scan, edited our domain, reset the password, then clicked Save. I tried scanning assets and I would also get a generic error message. After a few scans, the account would
Sflow and Dell PowerConnect
I want to get more insight in my network so I would like to enable the NetFlow plug-in in OpManager. I've installed the NetFlow plug-in on the OpManager server and it's listiging to port 9996. If I go to the NetFlow dashboard it says that there is no router configured to sent NetFlow packets to the NetFlow analyzer. SNTP clock synchonisation is enabled: show clock 08:48:52 (UTC+1:00) Mar 24 2015 Time source is SNTP SNMP is enabled as well: show snmp Community-String Community-Access View Name
Release mgmt
I have tried ME SDP and I can say, it’s very easy usable and powerful tool for managing ITSM processes, but I don’t understand some issues. What I really miss is Release mgmt. I understand RM as a last step in deployment of the planned changes. Never mind. I’ve tried to use Project instead of RM. But I really don’t understand, why I can assign more requests to one project, but it isn’t possible to do it with changes. It is a little bit illogical (for me). Each project can have more than one change.
Firewall Reporting
Hi. I am logging information from my Sonicwall Firewall NSA2400 (FW 5.9.0.7-17o) but the reports do not recognise the devices as a firewall and I am unable to produce any Firewall reports. Is there a step I am missing or configuration change I need to make to allow this? Thanks, Andrew.
Huge Log File
Hi, I was evaluating ELA for a week and found a problem of collecting syslog. I have a generic UTM firewall appliance named "NetworkBox" which is able to provide syslog to ELA. With a few clicks, ELA is able to display all the syslog information from my firewall. But I found that the log size is huge, within 2 hours, the log file occupied more than 30GB of my hdd space. While I was also evaluating another log consolidation product a few week ago, the daily log size of my firewall is less than
500 error after closing and reopening browser
Whenever I close my browser (Chrome), bring my work laptop home, then come back to work, then reopen my browser, I usually get this error message: java.lang.NullPointerException org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:2193) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810) com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:196) org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1069)
Closure procedure
I'd like, on one hand, to simplify closure procedure from requester point of view and, on the other hand, to get feedback about how the request was done. 1. Is it possible to grant requester right to close resolved issue throught web interface? 2. If yes, how to ask requester to give measurable feedback about each issue which he closes? in other words, I want to see following scenario - IT staff resolve an issue - Requester gets notification via mail and can goes to web form for details. - There
Connection can not be established
I have AD360 with ADAudit and ADManager. The two components cannot be viewed from the dashboard view in AS360. From within AD360 I have to log into each component in order to use it.
AD360 Installation with existing services
If I install AD360, but already have SelfService, ADManager, and ADAudit in place, does it pull in all my settings? Also, does everything end up under one URL/Port? What if in the future, we decided to drop a product? Just wanted to understand the process before proceeding.
Hotfix 7943 released
Dear Customers, Today we have released our service pack 7943. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Here is the list of features and issue fixes available in this hotfix Features/Enhancements : Sl.No Feature ID Description 1 12523 Dashboards - Widgets "View All" data is maintained per session, even when the widget got refreshed 2 12621 Option to exclude specific email addresses from sending any System Notifications
RecoveryManager Plus Build 4120 Released !
Hi Everyone, We are glad to announce the release of RecoveryManager Plus Build 4120 ! Check out new feature included in 4120 Build. New Features: DNS object backup and recovery: RecoveryManager Plus now allows you to backup DNS zones and DNS nodes in addition to Users, Computers, Contacts and Groups. Using this feature, you can easily track your domain's DNS configuration changes and back it up for easy restoration in case of any disaster. Exchange attributes backup and recovery: We
Problems with build 9039
Hello, after installing Build 9039 some functions stop working that is critical for our workflow. This is what we have notice so far, Issues regarding entering a resolution the tech can not enter a text. issues regarding sending replies to review, stop working when using templates, The content the thec have filled in don't show in the draft. Issue with updating request, the update button don't work as before, some times a tech needs to click on it 5 times before it works, and sometimes it don't work
Error restoring database
I'm migrating the server but I can't restore the backup. It says: "Unable to restore database". The database is in MSSQL. In the old server SupportCenter Plus is still working. Thanks.
Opmanager 11500 build general release yet?
Today I had my "about" opmanager window open, and saw the latest build information was filled in as 11500 with the link to download the new, which I did. I'm just back from lunch and notice it no longer says 11500, but says n/a, so I've looked at the announcements in the forum and don't see an announcement for 11500 build. Are you on the verge of a release announcement?
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