How to best use the Security Analytics module
Hi I find that the Security Analytics module provides so much information that is is very difficult to identify a legitimate attack. I would like the software to be able to alert admins to a threat, but with this many "threats" being detected, I can't see how this information could possibly be used to resolve an issue. How do you best use the ASAM module to identify legitimate threats, and be alerted to them. Thanks Robert.
Adding Reminders - Not for Technicians but for users
Hi there, Is it possible to somehow email a user automatically from Service Desk Plus to remind them of something? - for example when it's time to bring a loaned notebook back to the Servicedesk? Adding reminders is a great little feature but being able to email the users directly would be one step better. Thanks G
Need to create a techinician report
I am needing to create a report that would show Total Number of technicians, total tickets resolved/closed by technician, type of request, and average time to resolution. I am running SD 9.0 Build 9036.. Can you point me in the right direction?
Upgrading ServiceDesk plus from 8.2 to 9 Fails
Dear Support, I installed Version 8.2 and restored old data from a backup with same build, all went fine. But when I try to apply a service pack to update to Version 9, it fails. - I updated service packs with sequence ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_12_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-0_17_0.ppm ManageEngine_ServiceDesk_Plus_8_2_0_SP-1_0_0.ppm ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_36_0.ppm - The Database build on MySQL - I can move to MSSQL or anything
Unable to change a request's template
I'm using SDP 9036. I'm trying to edit an existing request. Usually when I edit a request (by clicking the Edit button at the top of the request), there's an option to change the request's template at the top right. I'm trying to edit this one request to change the template and the template drop-down is not displayed. Why would I not be allowed to change the template of a request? Thanks!
Problem adding Cost Center in IE
Hello, I've noticed a small quirk when adding a new cost centre, using Internet Explorer, just for one technician (the main user of our purchase module). After adding the cost centre there are no error messages, but then it does not appear in the list. Adding a cost centre works fine in Chrome. Using IE 11. The cache is regularly cleared. We're on ServiceDesk version 9039, but this has been happening for several versions prior. Any ideas? Cheers, Frank
API Time Entry Additional Fields
Hi, I added a custom field and all is good and well when I use the APi to get the time Entries and the field gets retrurned. <response uri="/api/xml/getTimeEntryDetails"> <result> <status>Success</status> <statuscode>200</statuscode> <total> <form name="totalCost">0.0</form> <form name="totalMinutesTakenToResolve">30</form> <form name="totalHoursTakenToResolve">3</form> </total> <timeEntries> <timeentry> <form name="minutesTakenToResolve">30</form>
Rate request from closing link
Hello all, We'd like the funcionality that the user rates or evaluates the service received in every request. I was wondering If there's the possibility to add this inside the Closing request link, and add some kind of drop down list to rate the request. If this cannot be possible is there any other way to do what I'm looking for? Many thanks, Best regards. Pablo.
[SOLUTION FOUND] Can't install with external Postgres DB
Solution http://blog.1e3.ru/2015/04/zoho-manageengine-servicedesk-plus-external-postgresql-database/ 1) Install ServiceDesk Plus and run at first time with internal DB (./bin/run.sh); 2) login ServiceDesk Plus and add task, for example and logout; 3) shutdown ServiceDesk Plus (./bin/shutdown.sh -S) ) run ./bin/changeDBserver.sh and save new settings 4) run startDB and dump internal DB ( ./pgsql/bin/pg_dump -h localhost -p 65432 -U postgres -w servicedesk -f dump.sql ) after stopDB.sh 5) restoring
Duplicate requesters - Unable To Merge
I have a requester that was having issues with their account. After running queries it was revealed that there are 4 accounts for this person. Successfully set the status of each account to "resigned" which should force a new account creation when a new email is submitted to our ServiceDesk application but it acts as if the account still exists. Decided to set to the status of all the accounts to active to test but now the accounts will not show up under Admin-Requesters but according to the queries
How to print all solutions in a topic?
Hello Is it possible to print all the solutions within a specific topic? We have a list of "emergency" procedures that are useful to maintain within SDP, however we would like to have these printed .. in the event of having to execute the procedure. Thanks!
Unmark service request approver
Hi, In the Request catalog we want to add approvers. In the list we only want to specify the department head. When I open the list I see 3 options: - Department head - $reporting_to$ - Art van (requester) I only want to see the Department Head. So I tried to remove "Art" from Service Request Approver but I can't unmark the option?! I have 3 questions: 1: is it possible to only show the department head? (Without $DEP_HEAD$ in front of it) 2: How can I remove the requester Art from Service Request
NTLM pass-through authentication
NTLM pass-through authentication is it possible to get this feature added to OpManager?
Custom view - My Open + Group unassigned
Morning, Trying to create a view which includes My Open Calls + Unassigned calls for All Groups except 1 (ie Group IS NOT). So far have tried this: Group IS NOT "Unwanted group" AND Technician IS EMPTY OR Technician IS "ME" AND Request Status IS NOT "Closed" Which gives me my calls, but ALL unassigned. I think I really need an "Assigned To" field that can contain "Unassigned", but there isn't one... Thanks, John.
Request catalog does not match incident catalog
We are currently evaluating ServiceDesk Plus Standard edition, and I have a question that I have not been able to resolve by looking through the forums etc. on the web page. When I log in as an administrator, at the top left of the screen I see the drop down “Incident catalog”. This dropdown shows service categories and then incident templates within those. I created a new service category and associated a template to it, and sure enough, it appeared in the drop down. However, if I log in as a requester,
Technician - Associate Accounts
I recently changed "Related Settings" for my Account Sites to "Refer Default Settings". This corrected an issue with no Support Groups showing in the dropdown on the Request form....now I noticed that when I look at a Technician, there are no "Available Accounts" for me to associate to the technician. Are they connected? If not, how do I get the complete list of Accounts back into the dropdown on the Technician form?
Cant start the service
Hi all My name is Reza I have problem with Netflow Analyzer 9 I cant start the service and the error is like this the ManageEnginee Netflow Analyzer 9 service on local computer started and then stopped. Some service stop automaticlly if they are not in use by other service or programs What should i do to solve this issue Thanks
List of open fixes to ServiceDesk?
Hi, Yesterday, I upgraded our installation of ServiceDesk from v9 build 9035 to build 9040. It seems to have introduced an email formatting problem (no line breaks) when replying to requests from within Service Desk. This seems to be being tracked through reference SD-58889 Is there a list of 'in progress' fixes, which we could refer to before applying any future updates? (e.g. in case there is a recognised bug, that is not yet fixed) Thanks,
Add approve/decline links in the PO approval and request ticket approval emails
Add approve/decline links in the PO approval and request ticket approval emails. The user should be able to click an approve/decline link in the email which would immediately and automatically set the PO/ticket request as approved or rejected without having to click on another screen. The links should work on smart phones as well as traditional email inboxes. The current process is that the user must click a link in their email to get to a screen where they they click approve/decline. I would like
Requester view of assets
Please create a role which will only allow a requester to view assets, as well as create/edit/run reports on assets which are within their department.
Automate creation of user attribute
I want to automate creating a mail address for Google App's in the pager attribute. Is here a way to do this with ADmanager? When a new user is added to AD they would get an internal mail address stored in the mail attribute username@yourdomain.com. I want to copy that username to the pager attribute so that it looks like this username@google.yourdomain.com. The reason I need to do this is that we use the mail attribute on our internal mail server. Google provides a AD sync called GADS which
Support for relationships between sites?
I have set up a multi-site account (5 sites) with switches and other assets at each site. MSP is not letting me add a relationship between switches if they are in different sites. I got around the problem by temporarily putting all the switches in the same site, creating the relationships, and move them back to the appropriate sites. The relationships DO stay, however this is a time wasting effort. Is there something I am missing or is this a bug? Thanks. edit: We are on 8.3 Build 8308
Add Purchase Order in body of approval email
I would like to include the body of the Purchase Order (PO) in the body of the approval email sent to PO approvers. For reference, the PO body is currently displayed on the web page which the approver sees after clicking the link in the approver email. By having the PO in the body of the approval email, it would give the approver greater ability to easily see what they are approving/declining. The body of the PO is also already included in the “Email the Owner” functionality found on the PO website
"My Approvals" list
Please add a “My Approvals” list which is easily accessible from the web browser & mobile app, where the user could access the Request or Purchase orders which require their approval & perform the approval.
Client notifications
If i do not add a client address in to "notification address" field, then the client do not recive notificatios when a ticket assigned to a technician. Do i realy have to add client's name in to both fields, when i create ticket recived by phone? Is there any way to automate adding address in "notification address" field? and one more thing, when i recive a ticket by email, there is no "notification address" field at all =/
Edit the PO Formsheet
Hi, I have searched the forum but haven't succeeded. Is there any way to customize the form sheet of a PO more or less completely ? Means where can I set the mandatory fields / inputs, were can i take out the header with the logo, etc... where to reduce the fields ? We only need this sheet for internal purchasing at the Order Handling office. they will enter it to tthe ERP system. Thanks in advance T.
Add Tasks option in Print Preview of Request
When I want to get everything printed for a request, I'd like it to include all of the tasks and their statuses. I saw that the WorkLogs get put on the screen but I don't get any other information about the tasks associated with that particular request.
Backup fail during upgrade from 8217 to 9000.
Hi, we're processing to the upgrade of our servicedesk application. We're facing to the below issue during backup process. the file generation seems to stop after the creation of the data file as indicated below. The progression from upgrade windows is continuing to move but no movement from backup folder after 40 minutes of waiting time. Please advise. Thanks, Jed
Date Format / Timezone
With Desktop Central, is there a way to report on the time zones and date formats (eg m/d/yy vs d/m/yy) for all of the computer in the inventory? I suspect we have some inconsistencies and need a way to track them down.
Patch Deployment
Hello, We are currently using Desktop Central and want to automate patch deployment, we have got it working and installing the patches but after the reboot it fails to scan again and continue installing new patches, is there a way to do this.? Thanks and kind regards David
"computer not in contact" email settings
Hello We have daily email notifications from DC Is it possible to change periodicity? We don't want to have it daily Dmitry
CCTV View in SharePoint
so using an iframe combined with cctv view and embedding the user name and password into the url as outlined in this post: https://forums.manageengine.com/topic/viewing-cctv-or-dashboard-outside-of-opmanager#49000003898078 i am able to successfully embed a dashboard view into SharePoint for my users to look at. See my attached screen shot. The problem i have is my users are actually able to follow links in CCTV view, view other dashboards, individual servers, and even change server asset information!!!
SDP 8.3 Build 8307 creating new requester even though one already exists
Came across an odd bug/error/something today. All of our requesters are imported from AD. I created a request via Quick Create. I typed in the users name and selected them. The account/site were filled in automatically as I tabbed down to the subject and description fields and filled in both. I then click Add More Details, selected a group, a priority and a category and clicked Submit request. The request was created and all seemed fine. A while later we got a call from the user wanting to know if
Netflow - Windows - run.bat freezes at Connect to : [http://localhost:8081]
Hi, I download Netflow onto my PC to test, however I am not able to get it to work. When trying to start Netflow Analyzer, the server does not start. So I did a run.bat from the \bin folder and it freezes at: Server start in :: [30011 ms] Connect to : [http://localhost:8081] Am i missing something. Any help would be appreciated. KM11
Best way to include other users on a request.
What is the best way to add additional users to a request so they receive email updates on the status of a request. For example, if a store manager creates a request I want to include the area manager in those updates on the request. Is there an automation I should create or possibly a group? These are not technicians we are dealing with but additional users I would want to add as almost a "cc'd" recipient. Thank you ahead of time for your help. -Russ
Constant Windows Security prompts - SSO enabled
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
Transmit data to a script
Hi. I want create quick actions in the servicedesk custom menu use powershell script, How can i transmit data (ex. requester login) in a script? thanks.
Ticket technician managed by other groups
could help me with a report where you can see the ticket that have been scaled or transferred to other groups of assists for a technician in specific.
Long restore time
Hello. I am restoring ServiceDesk Plus, database only, in my DR environment using restoredata.bat and it is taking 9 hours to complete. The SQL process is using 100% CPU at the time. The database is only 14GB in size. Additionally, it generates a 50GB transaction log during the process. Can anyone help reduce this restore time, and also the transaction log size (I have already set the recovery mode to simple). I suppose I could restrict the size to 5GB or 10GB if no better suggestions are available.
OpManager
How I can reset the OpManager password, I forgot it. Thanks
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