Lost or forgotten Admin password
I changed OpManager Admin login password and i forgot my admin password now. I would appreciate,if someone help me on this.
Service Desk Plus - Technician Dissappeared
Team, Good morning! I have been configuring SDP for our company and all seemed to be going well until I realized that my admin technician account was no longer visible. Originally my AD account imported fine and I promoted myself to an admin just as I did my IT director. His account is still visible however mine is not. The real kicker is that I can still log in using SSO and have my admin permissions. I've tried reimporting AD and changing things about my AD account to "trick" SDP but I have had
Cannot reply mail
Hi I have problem that need your help I configured my SCP with 2 Bussiness Unit: IT and MIS. In global setting I set incoming and outgoing mail server with account support@domain.com - In IT Business Unit I set incoming and outgoing mail with account: it@domain.com - In MIS Business Unit I set incoming and outgoing mail with account: mis@domain.com I fowarded mail from 2 account it & mis to account mail support@domain.com. When users sent mail to it@domain.com or mis@domain.com, SCP get them to request
Issues with setting up HTTPS
Our company is evaluating ServiceDesk Plus and I am trying to setup HTTPS. The server that we have the application running also has IIS installed. We created a Certificate from this server and I ran through all the steps but I am wondering if we need to get the cert from our ISP or if we can use the one I created on our server. I also wanted to know if the cert name needs to be named our domain name "warrantyplus.net" for it to be recognized. thanks.
Turn off Technician Auto Assign
Hello, Technician Auto Assign was mistakenly turned on in our environment. We are using SDP v9.0 patch 9035 with a MSSQL backend. When I go into Admin->Tech Auto Assign and uncheck 'Enable Technician Auto Assign' the save button is greyed out and I am not able to disable the functionality. Please advise on the best way to turn off the Technician Auto Assign functionality as we do not wish to use it. Thanks, Sean
Email command to EMPTY an specific field
We want to change group and leave empty technician field. Previous status of data GROUP= GR_PRUEBA T ECHNICIAN= test_tec New data want to assing by email command: @@GROUP= IK_Infraestructuras @@ @@TECHNICIAN=¿¿¿¿¿ None / Empty / Not assined ?????? @@ If we want to change the group but 1.- The already associated technician is not one of the new group we want to assign or 2.- Just we do not want to assing a Technician at that moment So we would like to leave the Technician field ‘Empty’. Which is
Problem with the reply email address Buidl 7143
I still have problems with the email reply address which create a new request, The support team told me that a new build will be released two weeks ago. Any NEWS?
Unable to customize notification profile per device
I have always been able to change the notification profile settings from a device page. For example, when viewing a device, I click on Notifications, then click the edit button, and I can modify it and it saves for that device. However, now it takes me to the global profile settings. After I select the criteria, it takes me to "Select Devices" and lists all my devices. It should just modify the profile for that one device, rather than redirect to the global profile
ServiceDesk Plus Standard Free Edition
I have a question regarding ServiceDesk Plus Standard Free Edition. Is it is free for commercial use? And if its really Free Forever - Unlimited Technicians/Tickets/Users.
Import Request
Hi Team when I am importing request and keeping the date of creation as old date on importing the date is getting change to new date ? will not take old date as created date Regards Manish
Remove support group for one site
Hello, Due to having set one of our sites to ' Copy Default Settings' all the support groups are added to this site. This is not needed because only one specific group should be set for that site. I've switched it to Custom Settings, but when i go to support groups and go to that specific site and delete a support group, they are deleted everywhere. Is there a way to delete the support group from one specific site? Regards Kenneth
Automatic Solution and Announcement suggest for Incident Requests
Hi SDP user, Still checking if any relevant solutions are available in the solution base or if any announcements have been made regarding your issue before you go on to raise one? Here we make it easier for you! We are planning to introduce a new feature to our product that enables automatic suggestion of Solutions and Announcements, when the user raises an Incident Request through their self-service-portal login. This is enabled only for users,not for Technicians. What is it? Before each new Incident
Viewing Survey Responses from within the Ticket
Hi, We're running ServiceDesk Plus 9.0 Build 9035. When our technicians attempt to view the survey results from within a call ticket (Actions, View Survey Results), they get the error "unauthorized access to restricted url / SurveyDetails.do". As site administrator, this works correctly for me, so it appears to be an access rights issue. However, I do not see where the appropriate rights are located so our technicians can use this feature. Any ideas? Thanks!
Free up disk space on Netflow Analyzer
Hi All, I was wondering if it was possible to prune historical data in Netflow Professional? We had an issue where the server hosting Netflow ran out of space yesterday, I added an extra 5 gig to the drive but today Netflow decided to use up the extra 5 gig. I've read other posts where its possible to set a retain data value by going to 'Product Settings --> Storage Settings' but i'm not seeing Product Settings anywhere in our Netflow.
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.
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