Is there a way to stop service desk from auto tracking the time
When a ticket is open, SD MSP starts tracking time. If a ticket comes in late friday and is not touched until Monday, the worklog time entry windows show 48 hours +. I just want a ticket to open, and my techs to be able to actually just log time spent working on this ticket. No need for SD to do that for me. It is inaccurate in our situation. So is there a way to turn that off?
Group based notification not working.
Hello - i'm working in the User and Related Settings - Group area and trying use the " Send notification to group support rep(s) when a new request is added to this group " option and the "Send notification to support rep(s) when a request in this group is left unpicked " option and neither of them seem to function at all. I've tried having these notifications sent to different reps and created several test tickets and neither of the options appear to ever trigger an email as they should. Thank you,
Print Support Ticket
Is there a method to print an active service ticket? I use this a a place to keep track of notes and mileage on the road.
iPhone 5 Configuration
Looking for the proper configuration settings to use OnDemand- Service Desk Plus. Searching the site and forum finds information which is several years old and no longer relevant. Thank you.
Hotfix 9024
Just applied this hotfix. Worked ok except lost integration with Desktop Central. Once I regenerated the technician API key, the integration worked. i.e. (the Desktop Central button and MDM buttons were missing)
Asset Licensing
Good Morning How does licensing of assets work in service desk plus? We've reached our limit of 1000 asset licenses. I've deleted maybe 130 assets from the database which were previously disposed. should I expect that to free up 130 licenses? we integrate with Desktop Central. If the 1000 license in SD+ is reached, the sync between the 2 system stops. If I deleted 100 assets from SD+, would that then automatically kick off the sync between SD+ and DC again? Any help much appreciated, Thanks Dave
Exchange 2013
What has happened to Exchange 2013 support in OpManager? It was 'available in the next service pack' several service packs and many months ago.
CUCM & OpManager 11300
Hi all! We have VMs with CUCM (Cisco Unified Communications Manager ) 8.6 | 9 | 10.5 versions! How i can monitoring it ? What about template for it ?? http://odarchuk.com
Active Directory Pass-Thru Authentication
Trying to setup SSO for ServiceDesk Plus (Pass-through Authentication). I have it enabled, currently have SSO prompting in the browser during this troubleshooting phase, but my credentials work in the browser log in window, and if I enable SSO it does not prompt me as expected, but either way it dumps me at the log in screen, so basically with SSO turned on, I have to authenticate twice, how can I fix this?
Error on running run.sh
Hi, I have installed servicedeskplus on ubuntu 14.04 with mysql 5.5, everything while installation went ok. but when I try running run.sh it gives me error Database creation failed. Stopping the Server. Please refer logs for more information I'm not able to attach logs to this post, dont now why. I'm inserting few logs for your reference. [17:15:26:922]|[09-16-2014]|[SYSOUT]|[INFO]|[10]|: scanner initialized| [17:15:26:992]|[09-16-2014]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[10]|:
About automatic LDAP synchronization
Hi everyone, I have a question about automatic LDAP synchronization. I know the Service Desk Plus does not have schedule import function from LDAP directory, so we have plan to implement scripts with SDP API or some application. If somebody has solutions about that, please let me know. Cheers, Shuichi
.MSP software package
Hi I have an update package i need to apply across or domain for a 3rd party piece of software we are using but i cannot get this update to work. It appears to just stay at the ready to execute state. This is the syntax i am using. I have set this up as an .exe package as per the guide. msiexec /update \\myserver\DTC Packages\Therefore 2014\Patch\TheClient.msp Would someone be able to assist? Many Thanks Liam
256 Bit Ciphers and Should I even have the SSL Cipher Enabled Post-POODLE?
I've read a few threads about this question/subject manner but I haven't seen any conclusions other than a reference to http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl3 which doesn't directly answer the question. Are 256 bit ciphers supported, if so what are they? Since I have disabled SSLv3 should I bother to have the SSL cipher "SSL_RSA_WITH_RC4_128_SHA" in the config. My Current Config. <Connector SSLEnabled="true" acceptCount="100" compression="off" ciphers="SSL_RSA_WITH_RC4_128_SHA,TLS_KRB5_WITH_RC4_128_SHA"
How can I use the date of the last email to the requester in a report?
I want to create a report that lists all open requests that have not had an e-mail to the requester in X number of hours. For instance, the report might show any request for which an email has not been sent to the requester in 48 hours. We want to establish an internal SLA which states that no request will go more than 2 days without the requester receiving an update as to the status of their request and need this report to help us identify any requests not meeting that SLA.
ServiceDesk Plus - Filter for Tasks
I miss a Filter for My pending Tasks that also include Task Status we have created. My open Tasks include just the Task Status 'Open'. The best would have been to have the ability to make my own Filters thougn, just like it is for Requests. Regards Reidun
Create template to multiple oid in the same graph
hi, i need show in the same graph 3 or more data of different OID Total: .1.3.6.1.4.1.1166.1.14.1.2.1.3.1.6 Perfect: .1.3.6.1.4.1.1166.1.14.1.2.1.3.1.3 Corrected: .1.3.6.1.4.1.1166.1.14.1.2.1.3.1.4 Not Corrected: .1.3.6.1.4.1.1166.1.14.1.2.1.3.1.5
MIB Cisco : WS-C2960S-48LPS-L
Hi, i have a problem with device Cisco WS-C2960S-48LPS-L. After put into folder MIB the correct mib downloaded from cisco, the type of device still remain "Cisco Device" Why ? thk
Upgrade from 9018 to 9023 failed
Hello guys, I've tried upgrading from 9018 to 9023 and it failed. I could not upload the logfile through the website because the file was too large. I instead posted in into my Onedrive: the upgradelog can be downloaded here: http://1drv.ms/1nP7jK3 The upgrade process fails when the process seems as good as finished. With kind regards, Insectiside
Confessions from the people running your IT - Share your story
Have you ever had a moment in your help desk life where you wanted to say something funny to an angry user but, for whatever reason, didn’t? We do too. As IT admins, we all have some rough moments. But, if we look closely, we do have some crazy, funny, embarrassing, silly or even some oh-no moments sprinkled throughout our help desk experience where we skipped doing the talking. So here’s a call out to all IT admins to confess and bring out everything you’ve been holding up – all this while! Your
Root Certificate Updates for Windows 7 x64
In Patch Management, I can see the availability of Root Certificate Updates for Windows XP, but not for any other OSes. We (our IT Security Team) have Windows Updates blocked at the PC (I should actually say, "At the firewall") and without these Root Certificate Updates, everyone that gets a new PC is getting the very annoying Certificate Error with HTTPS web sites. I've spent quite some time trying to figure out the error, then I realized that I should check whether the certificate provided was
WMI data collection getting stopped
Hi, I had problem WMI data collection getting stopped since I used ver 11200, since I read issues fixed in ver 11300 "WMI data collection getting stopped while upgrading from 9410 -> 10200 -> 11100 has been resolved now." I decided upgrade to 11300 and 11400 latest version but until now WMI data collection still not running well. I already tried other instruction such used wmitest and result test seem normal. please someone can help me to fix this problem.
Support Reps from AD groups
Hello, We are considering SupportCenter Plus. We have three Business units that would use it. We would like the Support Reps to be able to authenticate with their Active Directory accounts, as we do with many other applications. SCP can import Support Reps from AD, but only at the OU -level. This is not really usefull as 1. right now we would list several hundred Support Reps (just with out a Role). 2. And we can't create a separate OU for each Support Tech in every Employees\Country\City\Site. Is
A way to see which missing patches have been deployed?
Hi I regularly go into the Highly Vulnerable list and apply patches by machine. When I have a lot of systems outstanding it is very hard to keep track of which ones I have done. The configurations view doesn't show which machines each config has been applied to. Can the machines that a configuration is applied to be added as an optional column in the configurations view? Or is there another way to tell which machines I've already applied patches to? Right now I just end up re-applying them. Rob
Windows detected as MAC
Hi One of the computers on my net (Windows 7), when doing a patch scan, and clicking on it to install the missing patches, DC incorrectly clasifies it as MAC, and opens the "Install MAC patch" https://localhost:8383/patchdep.do?actionToCall=deployPatch&configName=PATCH_INSTALL&configType=Computer&resourceID=303&isApproveMissingPatch=false Of course, patching process cannot be completed. Why is DC recognising badly the OS? How can I fix it? Thank you
Can Requesters Edit Description After submitting
Is there a way to enable requesters to edit the description of an incident after they submit it? Technicians have the ability to edit the whole incident but the requesters would like to be able to edit the description in the event of additional or bad info in the description.
PSO Password Policy Doesn't Show
Hi, I am doing a trial setup of ADSS+ and have all but one element working. Ours is a multi-organization forest so we have top level OU's that represent individual organizations. Each of these have a PSO (fine grained password policy applied). Due to the above setup the account we use cannot be a domain admin and I have given the basic permission outlined in the guide. It does not work and I do not see the proper password policy when I login as an end user. I looked around on AD and set a couple
Self Service My Info - Field disabled unless empty
Probably a new feature request, but we have some user details we'd like to "lock", so they can't be changed, however if the information is missing they can use AD Self Service to add it. One example might be employee number, if it's entered they shouldn't be able to change it, but if it's missing they should be able to add it. Andrew IT Infrastructure Engineer SHG
AD self-service plus not responding
Hi, I am running ADSSP 5.1, build no.5114. It does not respond about once a week, and it functions fine after restarting the service. Is there any service pack release regarding this problem? 5115 is more about features and password expiry notification. Thanks in advance!
Creating a CSV file with multiple questions and answers / and setting SQL Server for auto-fetching accounts.
Hi team, We're currently looking to trial your software in our environment, and have a few questions - If we want to import a CSV file that has multiple questions/answers - what would we need to do in the CSV file itself. Presently your file has the following entries in it... samAccountName,answer,mail
Jhon,Football,jhon@test.com
Matrin,Blue,martin.alex@test.com That's fine for singular questions, answers - but what about if we had 3 different questions. How would we import this? Also we want to
Make Password Strength Analyzer More Intelligent/Adhere to the Password Policy
Problem: When/If I Enable Password Strength Level the user gets the false impression that there password is "Good" despite the Domain Password Policy saying otherwise. Details: Lets say I have a Password Policy of a minimal password length of 7 characters and Complexity is enabled. According to the non-editable "Good" password strength I only need 6 characters before the password strength will display "Good". Similarly with the "Too Short" setting. Too Short should be set to 6 characters in this
Access is denied for password reset
Hi guys, I've managed to import a number of users into the system but when I try and reset a users password, I receive the above error. What would be the cause of this? What should we be checking... Please can someone assist? Kind regards, Ambrish
KB3010060
The last week i received this message. "Microsoft has encountered a serious vulnerability that could allow remote code execution and would affect all versions of Microsoft Windows , except Windows Server 2003 through Microsoft PowerPoint files manipulated ." https://support.microsoft.com/kb/3010060 CVE - 2014-6352" I´m updated Vulnerability DB Last Update Time : oct 27,2014 12:30:51 PM but the patch is not available yet in desktop Central.... Is expected to have it soon ?? I do not understand
Custom views list all values for custom fields
Hi, Can somebody tell me why it is not possible to list all the possible values of multi-select fields when creating a new custom view ? Thank you
How can i create repeat call for periodic checks?
Hi, I am looking at system created call for periodic checks. How can I do that on SDP? Best Regards, David Fhu
Problem with sending email notifications
Hi! I have a problem with sending notification to business users after techical specialist resolved or closed requests. Business users do not receive or the system does not send email notifications. This problem appeared a few days ago. I use SDP about 4 month (version 9.0, build 9016). Exchange Server version is 2013. The screenshot and the Support file at the attachment. Can you help me solve this problem?
Disable Alert "Migration of virtual machine ..."
Is there a possibility to disable the alerts "Migration of virtual machine ..." which aren't really alerts?
Maximum size of ADD_REQUEST REST API
Hi, Is there a maximum size (in bytes or characters) for the XML data sent as part of ADD_REQUEST REST API in SDP 9.0? Thanks and Regards, Anil
Which field to use for customer categories
Hi, We have a requirement to create reports for different categories of customers that we deal with & i am not sure which field (or custom field) is best for the job. for instance, in our african office, the categories would be mining, ngo, & other your thoughts? is there a field that covers this, or would you recommend to create a custom field? Perhaps IT Services List? regards allen.
Duplicate a request/incident in service desk
We recently upgrade to service desk 9.0 and we were wondering if it was still possible to duplicate a request? I believe we used to be able to do this when you went into the request and it was udner actions. Cheers, Marek
Set "Mode" via Business Rule
I would like to set the "Mode" via a business rule, but the option does not seem to exist. A little back story: We have a HelpDesk phone number setup and when people leave a Voicemail on the hotline it gets emailed into the HelpDesk as an attachment for processing. I would like to track these as a mode of submission being "Voicemail" I created the mode, but would like them to be assigned to this mode automatically rather than having technicians change the mode for every individual request received
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