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!
ADSelfService Plus 5.2 Build 5207
Hi, We are glad to announce that ADSelfService Plus has received a major security overhaul in its latest release. The new build – 5207 – updates the Java RunTime Environment package used in the product to version 7. Also, there are a lot of other enhancements particularly to the self-update layout. Enhancements: Now you can easily migrate product data from your existing database to another (except to MySql). Java RunTime Environment used in the product has been updated to version 7. Support for TLS
Create your own security questions
Is it possible to create your own security questions as opposed to using the canned ones?
Changing the Web server port
If i change the sdp port from 8080 to 80, Do i have to change the agents to since they configured on 8080 and How can i change the port of agents already installed on all the machines.
Users see Not-Auth in their request's "Assigned To" field.
I just recently updated to 8004 and was made aware of this issue. It seem technicians can see who their requests are assigned to, but requesters cannot. They get "Not-Auth" in the "Assigned To" field when they view all of their pending requests. I don't use sites or departments, as we don't have an enormous deployment. Is that why they are not authorized to see who their own requests are assigned to?
Enrollment emails
I can see enrollment notifications going out in notification log that do not show up in the enrollment notification options to disable or change so I cannot update the wording of them.
Secure Windows Authentication
Is there currently a form secure windows authentication, such as LDAPS? Also if so how do we enable this feature of OpManager.
mysql problems installing ServiceDesk Plus on CentOS7
I have tried installing on CentOS7 64-bit with and without mysql installed, I cannot get servicedesk started. 1. Instructions indicate mysql is installed with ManageEngine_ ServiceDesk_Plus_64bit.bin but there is no mysql folder as indicated on the install guide. 2. if I install mysql first, I get the following error when starting Servicedesk as mysql is not in the ServiceDesk folder. Cannot run program "/root/ManageEngine/ServiceDesk/mysql//bin/mysqladmin": java.io.IOException: error=2, No such
Technician Login count exceeds the license - in Standard Edition
Hello I'm using the free standard version 9 (Build 9041). The free version should normally allow me to add unlimited technician as per the mangeengine website(see printscreen below) but I'm getting the error "Technician Login count exceeds the license" when choosing the option "Enable login for this technician" as per printscreen below Choosing the "Enable login for this technician" gives me error "Technician Login count exceeds the license" Please advise why I'm getting this error.
Requests outside contract
Is it possible for a specific Account to exclude some requests from contract billing? Let me give an example. There is an account which has a contract only for server support but we also support users. So, we need the use a prepaid contract for server support requests but to charge per request for user Support incidents. Furthermore, we have accounts with two different support contracts. One of networking issues and one for systems issues. Is it possible to assign 2 different contracts to an account
Backup SDP+ Without Stopping the Service
Sometimes during the day, we need to take a backup for any business related purpose, same time we don't want to disturb the users day to day activities . can I take a full system backup using backUpData.bat without stopping the service? will it affect the users who are using SDP+ during this backup process? Many Thanks Mmahmoud
UPS Status values are not updated.
UPS status dial values are not updated in custom snapshot page like UPS runtime, Power Status and Battery Health. Please help me to resolve this issue.
Creating a request - select requester from site
Is there a possibility that instead of using the requester as the starting point for getting the specific details of a request/ticket, we can first select the site, and then have a selection of requesters from that site? It would make the workflow much smoother.
Can't get AD structure, when I try to scan windows domain.
When I try to scan a windows domain, I get a error message: Unknown username or wrong password given to enumerate the Workstations in the Domain. I have configured a use account, that is domain admin, and it seems to happen no matter what user I use. (For some domains it works, but not for all).
User survey: SSL mismatch on auto generated link
Hi, Having some issues with the auto generated link for the user survey. When you open the link that is sent out when a call is closed you get an SSL mismatch that prevents you from opening the page without proceeding past the error message (Our users are technically unskilled and are afraid to press through any error messages such as this). The link opens fine if you change it to HTTP however there seems to be no means of changing the auto generated link. Has anyone come across this issue before?
Java 7 update 67 deploy to many Win7 machines Custom Reg & JCP settings needed
Need to deploy Java 7u67 to many Win7 machines, it's old Java yes, but, it is the only one that functions correctly with the many multiple external java based applications our clients access. I know Desktop Central can deploy Java 7u67 with no problem, however I need to make multiple settings changes within Java Control Panel and the Registry as well. Are there any scripts available to assist in this deployment? Many thanks in advance, D.
Month end report required
Hey all, Would really like to know how to create a report like the image below. Can not figure out how to get new columns and grouping done under the matrix which I think was suggested on something similiar. The has to be work out for the full month 01 to -30/31 Many thanks in advance
Missing 'On Hold' Status Option
Hello, We are having an issue where some of our technicians cannot view or select the 'On hold' status when logging or editing a request. This happens whether using Chrome or IE, and it has been tested with the cache cleared. This is the case for some, but not all of our technicians. The issues started with one or two technicians, then over the course of a few weeks it is now the majority. We are on build 9039, but this has been happening prior to our last couple of upgrades. Any suggestions would
Request Acknowledgment
I'm looking for a way to have the technician acknowledge the request when they pick it up. I don't want to automatically send the acknowledgment for each ticket but instead have the technician send the acknowledgment. So here's the flow I would like: Ticket created in SD+ > Team Lead assigns to technician > Tech decides to send acknowledgment > Button pressed > Email automatically sent to requestor. Has anyone found a way to create something like this? Nathan
How far does the functionality reach?
In our environment, we are currently testing the password reset/unlock part of Self Service. We have in place a Citrix environment, and a couple dozen WYSE terminals that connect in to Citrix, as well as desktops and those using Citrix Receiver. Can you please tell me if it's possible for me to integrate self service into my Citrix/WYSE environment? At the moment, when they power on the WYSE terminal, they login to the terminal using their username/password/domain combo and it automatically fires
Google ADMIN SDK API expired
As of 4/20/15 Google Apps ended support for the ADMIN SDK. Passwords are no longer syncing between AD and Google Apps. Is there a patch to resolve this issue?
Data Dictionary
Is there a data dictionary available to poll the database directly to build our own reports/dashboards? Omar Edwards
Opmanager 11100 and GSM Modem Ubuntu Server 12.04 x64 (Solution found)!!!
Hi! I just install Opmanager 64 bit on Ubuntu Server 12.04 x64. Next, I connect serial (with com port) GSM modem iRZ MC52iT http://www.radiofid.ru/ru/products/wireless/by-type/gsm-modems/56-gsm-modems/456-gsm-irz-mc52it-rs-232-gprs-class-8-class-10.html (analog for Cinteron MC52iT) to host with Opmanager. Go to http://localhost and follow to Admin -> SMS Server Settings. When i click this link (SMS Server Settings) Opmanager fall down with this message: RXTX Warning: Removing stale lock file. /var/lock/LCK..ttyS0
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