Requests delegated to 3rd Parties
Hi folks, I'm looking for advice as to how to handle 3rd-party escalations for tickets. Often, our Service Desk will need to forward a ticket to a 3rd-Party that isn't part of our Service Desk system, per se. The immediate thought is to put the ticket into an OnHold status with a note stating as such. Would people recommend using the Schedule Status Change for the SLA response time for the 3rd-Party? Is it possible to be "alerted" when this status changes, or does it just go back into the queue.
"Today's Availability" meaning
Hi, what is the meaning of Today's Availability ( "disponibilità " in the attached image ) ? The router is functioning properly and monitored in the UP state . All interfaces are monitored up . What is the problem ? thanks Antonino
password expiration
Having just deployed ADSelfservice plus 5.2 free password reminder tool I'm having several issues with the reminders being sent to people who's password is not yet to expire. Checking the data in ADSI edit for 'pwdLastSet' this states 05/01/2015 08:38 where the reminder is being sent to the user stating that his password will expire in 28/11/2014 07:33 I have checked domain replication and the details held for this user on all DC's and the data is consistent. Strangely this email has been sent to
Java corrupted after upgrade to 9800
Hi I just upgraded my netflow to build 9800, but now the netflow service won't run I browsed to the jre/bin folder and ran the java.exe from a command line, and get the message: Error occurred during initialization of VM java.lang.UnsatisfiedLinkError: setErrorMode I tried to re-run the upgrade, but now the upgrademanager won't run, i guess its java based itself Server is Win2k8 64bit Any help you can offer would be greatly appreciated
workflow for changes
hi, im currently looking to upgrade to On Demand and im looking at the demo for On Demand and while it does look good, I am interested how to set up the "Stage and Status" automated email facility for Changes that is currently on the Service Desk plus. Is this possible? Also is the change process automated - I.e moved on to the next stage once approved thanks in advance for your help Marcia
Sending Email
I can send email to users inside our domain but I cannot send email outside of our domain so email to xxx@mydomain.com works but email to xxx@gmail.com fails I get an error EmailFailed to send invalid address xxx@gmail.com Any Ideas this work fine a few days ago now it no longer works. Any ideas Thanks Stan
SPAM in SDP+
I've got a BUG in spam filter If I create a rule SENDER IS NOT abc@domain.com This filter will work in all incoming mail. How can I allow only emils from a white list domain (ex. my company only)
Hotfix 7940 released
Dear Customers, Today we have released our hotfix 7940 Hotfix can be downloaded from the below link http://www.manageengine.com/products/support-center/service-packs.html Here is the list of features available in the release Features/Enhancements : Sl.No Feature ID Description 1 11245 APIs for Accounts module provided 2 12411 Report an Issue option provided in Support link 3 12244 Making Group as Inactive - On deleting a Group when it is associated in a request, the Group will be made Inactive
File Size Monitor Path
Hello, I want to use OpManager File Monitoring to monitor file size on many computers with different username. File located at user folder which is every computer has different folder name, how do i type the file path? I don't want to create monitor for each computer/username Thank You
Ask SMTP GMAIL STUCK
Hai, I'm an evaluator of Manage Engine Opmanage product, I have some problems about setting SMTP using gmail and our mail server, the software always stuck when we testing the email, any solution for that error? I'm really appreciate your support :) here's my setting :
ServiceDesk PLus is not starting
Dear, I did an update of the SDP on 08/01/2015. On 12/01/2015 around 23:00 SDP stopted working. After reboot of the server it still not starting. If I try to run 'run.bat' in a dos-box I get this message. "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\\..
coupons for quick support
We'd like to have an option to give a coupon code for a quick support. So user can write this coupon on request with low SLA and get a high SLA
Probelm associating a license to a different Software Name
Hi, I am working on associating a license into the managed software that were scanned. My Problem is this. We purchased Adobe Acrobat X Pro Volume license for 3 users. All are have been installed and about to associate it to the list of installed workstation but I can't associate the other two license because the Software names is different. One is "Adobe Acrobat X Pro" and the other two is "Adobe Acrobat X Pro - English, Français, Deutsch" How can we resolve this issue? Best Regards, DM
Why does Memory usage report differ from "top" run
While in ManageEngine8, I am looking at the CPU and Memory Utilization chart and it shows low usage of Physical Memory. When I click on the "7" button to "View last 7 days data". I get a chart showing an average of 4.03% Utilization with a Max around 17.5%. However, when login to the linux machine and run "top" I see 85% usage. Any comments on why the big discrepency? Am I comparing apples to oranges? thanks for any comments.
ServiceDesk Plus MSP - version 8.3 - Build - 8302 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8302. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8302). Other users refer the Migration path table available here and upgraded to our latest build 8302. What's new in ServiceDesk Plus - MSP 8302? Enhancements MSPSDP-5121: Backup technician can be assigned based on request creation time MSPSDP-5280: Customizable dashboard MSPSDP-7386: Create/Update/Delete support for Accounts through REST API MSPSDP-7376:
We renamed one of our account domains - what do we need to do in SDP?
Hey there, We changed abccompany.local to corp.abccompany.com. In order to avoid having duplicate users, etc. what do I need to do in ServiceDesk to reflect this change? Thank you!
password expiration
Having just deployed ADSelfservice plus 5.2 free password reminder tool I'm having several issues with the reminders being sent to people who's password is not yet to expire. Checking the data in ADSI edit for 'pwdLastSet' this states 05/01/2015 08:38 where the reminder is being sent to the user stating that his password will expire in 28/11/2014 07:33 I have checked domain replication and the details held for this user on all DC's and the data is consistent. Strangely this email has been sent to
Expired passwords
I am currently at 5202 and planning to update to 5203 this weekend. I have noticed one of the features that had us update does not appear to work as expected. " Password Expired users can now change their passwords when they log in to ADSelfService Plus. Users whos passwords have expired in AD have are not getting prompted to change. and I have not found options to control behavior.
Running a report with disabled/deleted users
I was running a report on password usage and noticed that some of our password administrators who are no longer with the company have disappeared from the reports. Since we link our authentication to AD, I suspect that this is because they were disabled and subsequently removed from AD. However, I would not expect to be unable to find them in reports inside Password Manager Pro, as they did use password assets. How can I run a report that shows _all_ the password accesses, even for accounts that
Sort order on Report
How di I make the sort order reverse on a report?
OSX Yosemite Support for ADSelfService Plus?
We're in the middle of a large demo of ADSelfService Plus, and while the client works great on our Windows clients, the OSX client doesn't seem to be working. We're running OSX Yosemite. The client installer runs fine, and finishes without error. After installation/reboot, the login screen icon doesn't display as the screenshots in the documentation suggest. Any ideas?
Migrating to SQL Server - SA Password Fail
I am trying to migrate from POSTGRE to SQL Server 2012 Express. I have the server set up in mixed mode with a valid sa account and password. I can log on to the instance with no problems using Management Studio using the sa details, however when running the changedb batch file for servicedesk it refuses to accept the sa username and password I set up an sql2008r2 instance as well - same issue. Have copied and pasted the password from notepad after successfully testing with SQL management studio
How to separate two support teams with different customers
Good day! We have two different support teams with two diff customer pools. And we try to create two different support teams. First support team shouldn't have access to customers from second support team, and same case with second support team and first custmers pool. Is it possible to do with business units? Thank you!
how to add permissions to 2 users to view requests
We've received a request from a user, he ask us to add permissions to him and one more use from his site\department, so they can view each other requests registred in SDP+ How can I do this?
Change web users password
Hi, I am wondering, in case of a web user has forgotten her/his password, is it possible to change or reset it by administrator in Admin / Users tab . I've thought it's not possible based on below snapshot. I would appreciate if you guide me . Thanks in Advance
DISASTER RECOVERY - Restoring from back up
hi, i was trying to simulate a disaster recovery by restoring a back up of the entire database to another server. unfortunately i was stuck at "application layer........" Please help. Attached is the restoration of back up script. Thanks.
Service Plan Monthly Allowance
Hello it does not seem possible to enter half hours in the monthly allowance for a service plan. We want to bill a client with 12.5 hours a month and it will not let me enter 12.5. Is that a feature or a bug? Running 8304 Thanks John
ServiceDesk Plus MSP - version 8.3 - Build - 8305 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8305. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8305). Other users refer the Migration path table available here and upgraded to our latest build 8305. What's new in ServiceDesk Plus - MSP 8305? Enhancements MSPSDP-7489: Ability to create reports based on WorkLog Additional Fields MSPSDP-7509: Country name "cape verde" is added to the country list in the site creation page Please contact our support
Upgrade to new server
We are currently running SD 8211 on a Windows 2003\SQL2005 box and are looking to upgrade the entire environment to 9033 on Windows Server 2012\SQL 2008. We are also looking at changing the domain that the server sits on. I was thinking that the best approach is: Build the new server on the new domain Load SD 9033 and create the database on the new SQL 2008 server (it is a seperate server) Test the new instance, then step through the migration on the old server. Once the old server is up to date,
Ubuntu 14.04 ServiceDeskPlus 9032 - Wont start after restore
Hi, Not urgent or important at all, I'm only testing for now. I have installed ServiceDesk Plus on Ubuntu, 14.04. Default install worked fine and I could logon and access the web console. I then restored a backup file, and now the server won't start and I'd be interested in seeing what BASIC troubleshooting I should do: ==> What log file do I need to look at? ===> boot.log under /ManageEngine/ServiceDesk/server/default/log reads like this ONLY: 14:14:27,020 INFO [Server] Starting JBoss (MX MicroKernel)...
Back up and restoring to another server failed
hi, i was simulating a back up and restore from one server to another.. but apparently the restoration of the back up file from one server to the other server failed because when i try to open the service desk application.. the program hangs on application layer message.. attached is the output file. please help.l
Self Service Portal - Modify "My Requests Summary"
Hello, I'm wondering if there is a way to edit the items that are displayed in the "My Requests Summary" section of the self-service portal. Default Display: In addition to showing the "open" pending requests, what I would like to do is add in a search for past "resolved" or "closed" requests. Is it possible to show this? Thanks in advance, Miles Jackson
[solved] Trouble installing 9033 hotfix
I updated my servicedesk installation today as I was several versions back. I successfully installed 3 updates to get to 9000, and now I can't seem to get 9033 working. When I use updatemanager.bat to initiate the update, it tells me that there is a pending JRE update and to run servicedesk server. When I run the server, it gives me the following output in cmd.exe and continues to run the server: "Inside Change JRE" "Going to change JRE folder" Could not find c:\ManageEngine\ServiceDesk\jre_old
Sign In Username field
Can the Sign In Username field be set to look at something other than the sAMAccountName? We have a custom attribute we would like to use instead if possible.
Remove "Mobile Access" and "help" buttons
Dear all, Would be possible to remove these buttons from the user interface? Regards, Marcelo Machado
Awaiting Moderation!
I have a post titled "MSPSDP-3388?" that has been awaiting moderation for over 21 hours. How long does it take before my post gets...posted?
[Solved] Support group setting don't send email to technicians
Well, I'm running SDP 9029 on Centos 5.10 x64, it's on a test server and i'm trying to configure the support groups, actually I have one group called "Network", inside this group "user1" and "user2". The user1 is configured on "Send notification to group technician(s) when a new request is added to this group" and the user2 is configured on "Send notification to technician(s) when a request in this group is left unpicked" for 5 minutes, but when I create a new request asigned to group "Network" the
RecoveryManager Plus Fixes and Enhancements
Build: 4210 (22nd June 2015) New Features: Backup Explorer: With this update, explore all backups made until the present moment which are displayed as a timeline and view the list of objects backed up during each backup process. Also, for each backup version of an object, in addition to the backup value and the current value, view the previous backup value too. The Backup Explorer also allows you to revert changes from the same window instantaneously. Revert all changes made during a
32-Bit or 64-Bit Operating Sytem
Looking at the System Requirements in the Installation & Getting Started Document, and it shows all the operating systems that PMP supports. However, the document does not specify if PMP supports 32-bit or 64-bit OS. Does PMP support both 32-bit and 64-bit servers? Specifically for Windows Server 2012?
Diffrent access control settings for each day?
Hi, We have different people in the office on different days and have a separate support team on weekends. Due to this we require a different access control settings for certain days in the week. In PMP is it possible to schedule a different access control setting for each day of the week on a resource? Thanks, Richard.
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