Impersonate as admin
My understanding is I can have any user configured as a technician in AD Manager Plus and I don't have to give them any specific permissions in AD if I have 'impersonate as admin' ticked. Is that correct? So - if a technician creates a new user the security log (on the domain controller) will show that new user as being created by the account configured in 'domain settings'. Is that correct? So finally; in AD Manager Plus would the audit reports show me which helpdesk technician actually created
Custom Monitor Graphs
Hi, I have managed to add custom monitor for my custom device (environmental sensor) and added the correct OID's- In the test page I can see all performance monitors are working/functional and receiving values. But I would like to see a graph of the data, like the CPU, I/O graphs on the server pages. How can it be done ?
Link between Projects and Incidents
Hi all, We would like to keep track of communication and incidents that occur during a project and I was wondering if its possible to link Incidents to Projects. We would also like to automatically store all relative correspondence inside a project's properties just like it happens in a regular incident. Thank you
Incorrect reply or forward
Hi, Using service desk plus 9038, my users send requests to me only through email, and read my response ticket again via email . in a ticket where there are more answers , for example Mark on 03/11/2015 18:29 Mark on 03/11/2015 18:45 if I answer the last email , I always see the date of the initial ticket . I have the tickets older than 6 months if I answered now the date in the text of the email is always that of the creation of the ticket. all this happens even when forwarding . my reply template
Is ServiceDesk MSP supported on Windows Server 2012?
I could not see Windows Server 2012 listed as a supported OS in the Admin guide.
Export Archived Requests
Hello, We're using the on-demand version of Manage Engine and we have some broken sites and departments that we can't delete. We have since identified these cannot be deleted due to the fact they're linked to old archived requests. The only way for us to clean-up the sites and departments is to delete the archived requests. We don't want to loose the requests though as they are required for auditing purposes. Is there a way the archived requests can be exported to a separate database so we can delete
How to send an email
Hi, What is best practice on how to send an email as a request? Best regards Chris
sql analysis service
I have SupportCenter Plus installed with a SQL DB. I would like to use SQL Analysis Services to create a cube from the data. Is this possible? Can I get a database table layout?
Issue with auto site association when setting up support group email id
Hello, I have an issue with SDP MSP related to automatically setting some key fields values. I have created multiple support groups and for each I designated unique Group email ID which is an alias of email account used to fetch the email messages. The goal is to automatically set the WO's Support Group. Along to this, I enabled auto-assign technicians in order to assign techs according to their Support Groups. At the same time, I have multiple accounts with respective site(s), and for each account,
Purchase Order: Automatic Ordering
In the Purchase Order module, we would like the ability to automatically Order the PO when the PO status is changed to "Approved". The PO status is currently automatically changed to "Approved" when all approval requests are approved. I'd envision this workflow: User creates PO. During PO creation process, 2 new fields would be included on the PO creation screen. Field 1: Checkbox - Label: "Check this box to have the system automatically Order the PO when PO status is set to "Approved" Field 2:
Can i run a query for list of technicians and their respective group on the service desk plus?
Can i run a query for list of technicians and their respective group on the service desk plus?
Sort template
Hi. Please help me, I need sort template in catalog. How do this? Catalog: -Printer problem -Program error -Application error -Install adobe When i edit temlate -Applicetion error, this template change position and may stay №1 or №2 or № 5 How i fix in at №4.
Requester Notification from support group
Can Manage Engine develop to ability to have the requester acknowledgement of ticket creation from multiple/different support groups. We would like to identify in the notification the support group it has been assigned to (based on the email address it was sent to for the support group) to be different for each support group. Currently having multiple "teams" work in one instance makes the notification very generic rather than a personal dedicated response relevant to the request being logged
Reminder email after user changes password
Good afternoon, when a user in our environment changes their password, they have to log-off/on to their computer in order for all their passwords to synchronize. Many users forget to do this and it generates many Helpdesk calls. I would like to set up an email notification to be sent to a user after they change their password that they must log off/on. The notification would need to be sent to the email associated with the userid that was changed, which comes to my next question, is there a way
Project Status Reporting
Hi Has anyone created any reports out of the project model that could be used to give to management on a weekly basis as a project status update report.
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
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