Technicians list emtpy in some cases and other questions
I am finding that when I create a new incident the technician list is populated ok initially, and if I choose an existing requester it is ok, but if I type in a new requester name (I'd then have it auto add when I submit the request) it wipes the technician list and I can't choose anything. I have to add the requester first, or I have to create the request and afterwards assign to a tech. It happens in any template (and I've only customised the default template, but it has all fields on it still)
Assign permissions to a requester to generate unique Request ids, or rewrite a request id
Is there a way in Service Desk Pro to give specific requestors permission to create a Request id in the subject field of a request email, or to have the system, through business rules or some other feature, automatically rewrite a Request id to what we want? Thanks for your help.
Unable to Delete Closed Purchase Order
This is the error I receive: FAILURE : Purchase Order is being used by a module. Hence cannot delete it. I even restarted the ServiceDesk Server and the Win2000 Server itself. Anyone have any idea's on how to delete the PO I don't need? Mid-Michnet Support Team
Long created the application
When creating the application from the user or administrator creates long application . Press the " Add Application" , the system thinks for about 10-15 seconds and add the application . How to increase the speed of the system . Server characteristics : Processor - 2 CPU 2 core 2 GHz. 8 GB of RAM . OS Windows 2008 server R2.
User configuration to a specific computer
Hello, I'd like to push a user confirmation (hkey_current_user registry key) to specific users, but limit it to a specific group of computers rather then having it apply on any computer they log in to. Is the possible in DC? Thanks. Mike
Incorrect Exchange monitor "RPC Requests sent per Second"
OpManager on our Exchange 2010 server is alerting on “RPC Requests sent per Second”, being 288,000,000. This is an incorrect value. This is actually the value of "RPC Requests sent" in total since the server was powered on. The RPC sent/per sec is actually around 130 which is normal. I have confirmed this by running Perfmon on the Exchange server. Is this a known bug with OpManager? We are running v10 build 11100.
Users who bypass the service catalogue - best practice for dealing with this
Hi We have our service catalogue set up and each service assigned an SLA. The problem I am seeing is many users instead, just email our help desk which then generates a ticket. We cannot associate the SLA from the service catalogue. So the only option I see is to generate a duplicate set of SLA's which becomes very time consuming. I am curious as to what others are doing and what the best practices are around this? Wayne
Updating ServiceDesk Plus very slow
We are currently using SDP 9023 and updating to 9027. We've had this issue for a while now, and am now finally deciding to post on the forums about it. Whenever we update SDP, the update process takes FOREVER--as in 15-20 minutes. We're running SDP as a virtual machine on Hyper-V, Server 2008 R2, 4 GB RAM, and 2 virtual CPUs. We have a few other non-critical applications running other virtual machines on the same machine so the Hyper-V server itself is not under any real load. I'm just curious why
Automatic Email to Solution Approver
I'm currently running SDP On Demand. How do I set up emails to approvers for a solution? Currently if a technician creates a solution they can submit it for approval, but they need to know who to send the email to. Is there a way to submit a solution approval directly to an approver? Thanks, Travis
Patch Download Location
Is it possible to approve the patches etc from the Desktop Central Server but have the client actually download them from the Vendors website?
Query to update requesters
Hi I need a query so that I can do a bulk update of requester on requests/incidents. should be able to do the following. lets say i have user a and user b. if user a resign, I would like to change the requester on the open calls to user b, so that user b can follow up and manage calls from there. Thanks Lennie
Managers being able to view employee's requests
Currently, the ServiceDesk Plus allows us to set what requestors can view by the following: Tickets submitted by user Tickets submitted by Department Tickets submitted by Site Is there a way to allow a manager to view only tickets submitted by their direct reports? And is there a way to allow a Director over 2 departments to view all tickets submitted by his staff(s) but not see all tickets submitted by the site?
Meaningful Metrics - pulling useful data from SDP for reporting
Morning all, We’ve been using Service Desk Plus (V9 B 9010) for six months. I’m interested in leveraging the data we have accumulated and using that information to improve our services to the business, even though at present we do not use SLA’s. I’m interested to know how people on this forum do so using SDP. For example – I would like to know what our first time call resolution is. When looking to see how I could do so I spotted very quickly I couldn't run or create a report easily. I even found
Warranty Soon to Expire - Add 6 months and 1 year timeframes
For the "Warranty Soon to Expire" report, could you add 6 months and 1 year timeframes? The longest timeframe currently available is 2 months. We need to budget for machine replacement 6 months to a year in advance. I currently use "Warranty Expires Within --All--", but additional timeframe filters would be helpful.
When migrating from one server to another ESXI he disappears from the monitor.
When migrating from one server to another ESXI he disappears from the monitor (from all devices, from business views). What can be done? Migration occurs automatically in the server cluster.
How to disable specified notification
Hi, I'm wondering is there any method to disable notifications to specified requester? I've got automated e-mails from device and I don't want to SDP send e-mails back to them. Best regards -- PDA
Skype 6.22
Hi Support, Can you please update your software deployment templates to Skype 6.22 please? A quick search shows it updated on 29th October. Also waiting on Filezilla update to the latest version which I have logged with support. Anything quick would be appreciated. Thanks, Dean
export archive request data
i want to have all of the archived ticket data exported to a CSV. Not only the archive view with a few columns but all the data that is available (resolution, response time, site, etc. ) In the view and then to export data only partial data is available, and I know you have the full data set because you can go into each individual ticket and see the full data.
Routers missing on Network
Hi There I have an issue where I am not able to discover/add routers into opmanager network which existed previously but deleted by mistake. how ever the same/all routers are visible in Netflow but I cant seem to add under network any ideas how to resolve the issue I am using OPmanager 9410 I have tried rediscovery, add a device which picks up but doesn't discover any interfaces on the device Please advise if you require more information. Thanks Mann
Memory Utilization
well , we have HP-Unix Server with SNMP service enabled , the problem is that for Memory Utilization we are not receiving any flow.
Box next printer guide
Hi all, I have all my printers in OpManager and monitor by SNMP. When I using map view of Printer The box next to printer but I don't know how to using it (How to config it). I want config to when Toner, out of paper, OpManager will display alert (eg: when out of paper, the paper low light is display orange. Please guide me how to config it. All most my printer are HP.
Doubts about Field Reporting to: in SDP9001
Hi all, I have a doubts about the use of field :"Reporting to:" (is working in SDP9001?) where i can check this field? how can i do for charge it? Exist any form to syncronize User´s Manager configured in Active Directory with this field? Related SDF are: SDF-54879 : Feature to set "ReportingTo" or "Manager" field of users through CSV import based on "Reporting To Email" has been implemented. SDF-55103 : "Reporting To" or "Manager" field can be imported through scheduled CSV import has been implemented.
Technician account disappeared
Hello there, SDP Version : 9.0 Build 9027 I was changing technician passwords and business rules in SDP and noticed that my recent changes have disappeared. Upon further investigation, I discovered that the two technician account have disappeared from Admin--> Users--> Technicians page. However, I am still able to login using the disappeared technician accounts. How do I restore these disappeared accounts ?
SDP Ondemand Copy Template
I was curious if there was a way to copy templates in SDP On Demand. I posted in the SDP forum and realized I was in the wrong place. Thanks, Travis
Service Catalogue templates disappear from Admin view
Is there any way we can see "all the templates"? This is strange because we already have version 9 and the last month we had no problem, suddenly we stopped seeing them, even with the admin user. Thanx
Handling multiple inbound email accounts
We will have a multiple help desk email accounts. Since Exchange 2010 no longer retains the alias in the To: field, I have to come up with a different solution. Can SDP fetch from multiple email accounts? If not, I know I can create a mail enabled contact and setup a Transport Rule in Exchange to prepend a string to the email subject, then use a business rule to classify the ticket. Is there a way to then modify the ticket subject to remove that string?
ActiveSync Policy on User Creation Template
Version 6.2 Build 6200 (14/April/ 2014) Exchange Policy Settings You can now apply Exchange 2010/2013 policy settings such as sharing, role assignment, retention, UM Policy and policies on ActiveSync to appropriate mailboxes. However I'm unable to find where in a New User Creation Template I can set the ActiveSync Policy. I can see the others, Sharing, Role, Retention and UM, but I don't see ActiveSync. Andrew IT Infrastructure Engineer SHG
Can we get an option to copy a technician?
It is nice that we can now copy a role to create a new role but it would be helpful if we could copy a technician to use as a template for a new technician. There are settings that don't exist in the role that would be nice to "clone" to the new technician, such as Visible (included and excluded groups).
New User Automation Web Portal
Hi Everyone, We are looking at automating new user creation that starts with HR. We would like to setup a web portal for HR to login to and fill out that will then sync with ADManager to create the new user and email out the information. Has one successfully done this? Any suggestions or white papers? Thanks, Adam
ADManager Plus Build 6260 Released !
Hi, We are glad to announce the release of ADManager Plus Build 6260! Below are the new features, enhancements and issue fixes included in 6260 Build. New Features: Inactive Office 365 users report: This report lists all the Office 365 users who have not accessed their Exchange Online mailboxes during the specified time period. CSV-based computer modification: This feature helps you modify the attributes of Active Directory computers, in bulk, by importing a CSV file which has the list of computers
Migration from postgres SQL to MSSQL - duplicate in softwaremanufacturer table
We want to migrate our servicedesk plus database from postgres SQL to MSSQL. The existing server is still a WinXP machine, with servicedesk plus on the latest version (build 9026). We have also set up a new server (Win2008R2) with the same version (build 9026), and the DB configured on MSSQL. While restoring the backup of the database of the old WinXP server into the new server on MSSQL, we encounter the following error: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%)
ServiceDesk Plus iPad Application
Hi I've downloaded the Manage Engine Service Desk Plus iPad application and wish to use it to access our Requests. Can someone tell me what the Server URL is that I should enter in the login page please. Thanks Peter,
Where do you define the unpicked time for a request
Scenario, New request comes in. Assigned to a group. Have the "Alert Group members by e-mail when a request is left unpicked in a group" turned on. ?? What is the time set to determine when an email should be sent? How do you check/change the elapsed time? We are looking for ways to notify our techs when a request has gone unpicked for >15 minutes. Business Rules do not accomplish this since they are only active on receipt and state no elapsed time. Anyone... Thanks, Cheryl
Error parsing MIB file
Hello, When I try to upload a new MIB table, I got this error : Error parsing MIB:PHION-MIB.txt Exception while loading MIB:Could not parse the file D:/Program Files/ManageEngine/OpManager/./mibs/PHION-MIB.txt. The error occured at the line no: 77 ,column: 24. The identifier should not start or end with number or special character. Could you please correct my MIB table? Thank you for your help!
Notification Central or Probe ?
Hi, i need to configure the notification. the best practice is configure on Central or Probe ? Thk
Issue with custom domain
So I setup Servicedesk ondemand to use our company domain for the web portal and setup the appropriate dns records. If I browse to the url, I get an error that the url in not found. If I add a period to the end of the url, then it works. Does anyone know what the problem could be and how to fix it. Thanks. Mark
Downtime through command
Is there a way to schedule or begin a downtime schedule through a command prompt or using Powershell?
Notification question
Hello, We do not wish for notifications to be sent to the entire Support Group when a ticket is created from the Web View, and assigned directly to a specific technician. In that instance, the email notification should only go to that tech, and not spam the rest of the group. Is this possible? Thanks, Mitch
task 02
Hi We configured the default request a task automatically. If the ticket is created by e-mail, the task is not created automatically. Why? Thanks & Regards Antonella
Unable to set Approver for a Service Request
I noticed all Dept. Heads have a check mark as Service Request approver and greyed out. For certain issues(SR). I need to set one of the dept head to be a second stage approver. And since they do not appear on the drop down list of service approver menu, iam helpless. Stage 1 is set for Reporting to Manager Stage 2 needs to be a particular person who happens to be Dept. Head.
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