Support Group notifications
Hi, We are trying to use the function "Send notification to group technician(s) when a new request is added to this group ", it doesn't not work. However if we enable "Alert group members by e-mail when a new request is added to the group." in Notification rules we get an notification, but then on all support group, not just the group we want. Any suggestions? ATB Micael Åman
SDP integration with map
hi every one I want to Integrate SDP with Google Map to demonstrate Asset on Maps and Implement Location Based Asset Tree. Can everyone Help me?
local login disabled/AD login not working
i have tried the following with no success: https://forums.manageengine.com/topic/disabled-local-authentication i have AD login enabled but says Username or Password is incorrect. Will not allow local login after disabled.
Java Updates Not Downloading Again....
This problem appears to have come up again. The links to the java updates lead to a page from Oracle that says a license agreement must be signed before download is permitted. So far the following two patch IDs are failing download. 301864 "Update for Java Runtime Environment (1.8.31)" 301866 "Update for Java Runtime Environment X64 (1.8.31)" We are on build 90108, and for a while the java patches were working. For whatever reasons, they suddenly quit in the last few weeks. A little bit about
Global email header for notifications
I do like the custom notification templates, but there really needs to be an option for a global header. Then in the notification rules page, another checkbox to "append header" on the notification templates. Otherwise its a very painful process to manually edit all 30+ templates just to add a little standard header info on the tickets. For example, the global header can be created with something like: Requested by : $RequesterName Created by : $CreatedBy Due by date : $DueByDate Category : $Category
New ticket issue
As of 9034 anyone else having this problem? When I enter a new ticket for a user that is not in the database it loses everything in the body line of the ticket when you click submit? Can anyone create tickets for a new user? It seems when it prompts you to ask if you want to add this user it loses all the infomation you input... I've tried support and they have no resolved it...
First Response escalation
Hi, I set my request be responded within 1 days. if not, system will enable Level 1 Escalation. But I will receive a email before responded deadline. it's usually 10 mins before deadline. Could I set this time period to 15 mins ago before responded deadline or not ? ps. the email subject like "First Response escalation warning notification. Response due at : Mar 3, 2015 02:15 PM"
Our company is evaluating Service Desk Plus, feature question
I looked around for an answer, but only found related answers. My question might be too simple. Can we put an approval process between users and the help desk, to ensure that their issue is not training related and something their manager or supervisor can address instead of help desk? The person needing to approve of the process needs to be their supervisor. Is there a way to set this up? the closest answer i found was a service request that seems to have died on the vine. https://forums.manageengine.com/topic/approval-settings#49000006951369
Business Rule based on "TO does not contain" doesn't work correctly
Hi, I have set a business rule to close request when support mail adress is not in the "TO" list, but only in the "CC" list. The implemented rule is: Criteria : "To does not contain" "support@ourcompany.com" This business rule work very well when the support adress is not in the "To" list, but when two or more mail adresses are in the recipient list, including our support , the rule is also executed. "does not contain" work like "is not equal to". Is it a malfunction of the software, or a incompehension
Show voting button on solutions "Was it helpful? Yes No"
When a user is logging a request, solutions are suggested as the subject is typed. Once the solution is opened, the options shown are "Continue with request" and "Cancel request". My suggestion is to show a message saying "Was this helpful?" and options to select "Yes" and "No" so we can also keep track of how useful are the solutions published, apart from the view counter.
Deleting the default STATUS in ServiceDesk Plus
Hi, As per my customer requirement, I want to delete the default status in SDP. In SDP, there is no provision to delete/disable the same. So I find one shortcut. This will work perfectly. http:// + Your SDP host name or IP + /StatusDef.do?mode=delete&id= + idnumber of status Please tell me this will affect any SDP workflow. Also In future version don't show the Post/Link url to any users. Thanks. Regards, Ganapathi Ram
Requester able to view all assets assigned
Is there anywhere a requester can go to view all the assets that have been assigned to them (computer, printer, monitor, smartphone, etc)? Anyway to make those assets appear under the 'My Details' page?
software documentation
hello where can i add/attach the documentation for the installed software
Migrate from Linux to Windows
Hello, We wish to install SDP on Linux for a year or so and after evaluation we will either stay on Linux or migrate to Windows. We wish to know : 1. Is it possible to migrate backup data from Linux to Windows (same version of software e.g 7.1 to 7.1) 2. Is it possible to migrate backup data from Linux to Windows (different version of software e.g 7 to 8) Thanks for your response.
Find a logs
Hi, what is the file where can i check the logs synchronization between central and probes ? thk so much
Service Desk Plus Standard
I am trying out the Service Desk Plus Standard free version. The website states an unlimited number of technicians, but I can only log one tech. I can't create logins for the other techs. Am I missing something?
Is it possible to provide a software template for the deployment of the License version of McAfee MCP ????
Hello, Is it possible to provide a software template for the deployment of the License version of MacAfee MCP??? I see that a template already exists for CC Cleaner, and Microsoft Security Essentials... So, it would be nice to have a template for MacAfee as well. Thank you. Sandeep
Transfer data between versions
Hi everybody, I have to merge three versions of Manage Engine to one including : - move all users, technicians - move all requests what is the best solution to do that ? with API, i can't get all informations of requests. And i think that if i try to backup/restore data, when i restore, i will delete existing data. Any suggestions will be a help =)
MIB Issue
Hi i want to monitor a sonsor gateway serverscheck by Opmanager so i uploaded a mib thne when i clicked on Get an error message appeared (Request failed or timed out. Response PDU received from 127.0.0.1 Error Indication in response: There is no such variable name in this mib. Errindex: 1) see attached file Regards Ahmed
Add function to email or SMS non-technicians in Business Rules
It would be extremely helpful to be able to trigger a notification to a non-technician for very specific Managerial type events. For example we have a Business rule set to trigger based on a keyword "urgent" or "critical" and it should send us an SMS message and email our manager for off hours issues. This weekend another department tried to create an urgent incident and we were not alerted by SDP. I'd like to be able to trigger a "confirmation" that the technicians really were alerted, so that
Update Requesters Site
There is any way to update all the requesters to a site? I want to associate all the requester to a specific site. Thanks.
My Open/On Hold Or Unassigned.
MSP 7600 I believe there should be a Custom View for Requests as per below. My Open/On Hold Or Unassigned. I have tried to create this as a Custom view the only problem is I can't make it public because there is not a selection available for "Logged in Technician" in the technician list, meaning the person currently viewing their list. Technician is None. Or Technician is Self. (Not specifically you but the Technician using this filter.) Thanks, Zodian
Providing a software template for Malwarebytes
Hello, Is it possible to provide a software template for the deployment of the FREE version of Malwarebytes??? I see that a template already exists for CC Cleaner, and Microsoft Security Essentials... So, it would be nice to have a template for Malwarebytes as well. Thank you. Anthony
Department head notification
I've got 50 departments, every dept has it's own head, I need to notify the head of dept about requests and incidents made by the dept requesters. How could I do that? Can't find that SDP is capable to do this
Mail fetching delayed
Hi My client has installed Support Centre Plus and all is good except that mail fetching, when set to 1 minute, can take up to 10 minutes to actually retrieve the emails. I have attached a support log if you could advise what is wrong. Thanks James Gander Gander Service Management IT Operations and Service Management Consultancy
Any planned updates for Security Configurations?
In looking through the list of available options in the Security Configurations, it seems the list is is fairly limited compared to the full options that are available through Group Policy. Are there any plans to update this feature with more options, especially related to some of the new features in Windows 8/8.1? Currently I don't see anything related to locking down the Start Screen or Metro application access. Thanks.
Disabling Sleep Mode in Machines - Good Practice or Not?
Is it a Good Practice for MSPs to Disable Sleep / Hibernation Mode on Machines?
Delayed Typing/Skipped Characters -Replies, Description, Resolution
Frequently when typing an email response, resolution description, there is a delay between key presses and text being entered or characters being skipped. This is causing issues having to go back frequently to fix misspelled words. It does not happen every time, but is sporadic in nature. My guess is that this is an issue with Java which was uninstalled/re-installed to eliminate that. Info: Client - Using Windows 8.1, IE 11 (compatibility view disabled) Java Client - Using 7.51 Server - Server
ServiceDesk PLus is not starting
Dear sir, I tried to started SDP using run (cmd) but it shows me this error please help me out, I am working with the client :\ManageEngine\ServiceDesk\bin>run Inside Change JRE" ============================================================================== JBoss Bootstrap Environment JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Auto Assign Business Rule
I've created a business rule for certain types of tickets to be assigned to one specific tech but its not working. Its still assigning these tickets to all of the techs in the round robin.
Need help with Query
Hello, I'm trying to write a query to obtain the following information, and I'm having difficulty finding date columns to perform datediffs on. I'm trying to obtain the following info: 1. A report of any asset where the Asset State changed from Not Yet Deployed to In use. This would be for the past month. Fields: CI Name,Model, CI Type, Barcode, Asset State, User 2. A report of any asset where the asset state changed from any value to Disposed. This would be for the past month.
Software Deployment with msi
Hello, Every time I try to deploy one of the msi software, it fail and the remarks would say. Could not connect the share from the client computer : The specified network password is not correct. The problem is that I tried deploying with EXE and it would work perfectly. Thanks
email subjects assigned to certain groups
Hello, I have defined subjects and like to assign each subject to a certain group example: all incoming emails with subject "france.support" should be assigned to department Paris group 1st line. I have tried may times with business rules without success. No changes at all. Thank you for you help.
Modify vs. Manage?
Hello, Sorry for the (probably) easy question, When I share a resource or resource group, I can add users/groups to 3 lists: Read, Modify, Manage. I know what the difference between Read / Modify is.. But what's the difference with Manage? I tried it, but I am not seeing any (obvious) difference. Kind regards, Frank
Blocking Ports 443 and 80 in Password Manager Pro
I would like to configure PMP to only be allowed to run on the server it is installed on. I do not want the remote web functionality. So I was thinking of blocking port 80 and 443. Will this break HA? Is there an easier way to lock it down so it can only be run from the server PMP is installed on?
Site Operational Hours, Business Rules & Notifications
I have a specific scenario that I cannot seem to fit with the configuration options in ServiceDesk Plus that would use Operational Hours, Business Rules and Notifications. I am checking to see if anyone here has some suggestions. I have two groups of technicians in two different time zones. I want 24 hour ticket creation notifications, but directed between the two groups. Here are the time windows I want the groups to get notifications of new tickets (times below are time zone of Group 1): Site 1
How I hide the tabs for each user
I need to change the view of the users when they do a login into de application. I want to hide the tabs, change the welcome page, etc.
Webinar [Forrester] 'How ADDM can stop you from losing customers' (03.19.2015)
Date: 19th March 2015; Time: 12 PM EDT (9 AM PDT) Register HERE With an ever shortening technology life cycle, change is not only constant but also quite frequent in today's IT enterprise. But can your business that runs on top of such fast changing IT evolve as rapidly to keep up? To be on top of the change management game, you need to know exactly What components comprise your IT setup, Where exactly each of them is/are, How they all are interconnected and Which business service depends
Admin Login Report not working
HI My Servicesdesk build 9035 When any report configure by Administrator Login Reports are not come in Admin Login.
Problems after install the Admanager in Windows 2008 and 2012 server
I'm trying install the ADManager in my server, but always occurs a error. I tested in Windows 2008 (2 different servers) and Windows 2012 Server. In the last attempt, I created a Virtual Server and just installed the last Java version (8u31). After that, I install the ADManager (Last Version) in Site. The error occurs about 10 minutes after the installation. The error Image
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