ServiceDesk Plus Standard Free Edition
Hi everyone, I have some questions regarding the ServiceDesk Plus Standard Free Edition! 1) Is it possible to have some technicians with with Annual Maintenance and Support and some free for test purposes? 2) Does the free edition receives the same updates has the paying versions? 2) I'm deciding about renewing the "Annual Maintenance and Support " and I didn't find any description of what is included in the "Annual Maintenance". Can anyone provide some insight into what is this service? Thanks in
Revoering deleted records
Hi, I accidentally deleted all the system log records in Servicedesk plus (in support--> system log viewer). Now it shows only few records from the past couple of hours. Is it possible to recover those records from the backend database? Like from transaction logs? I have taken a snapshot of the VM server where servicedesk plus is installed, within few hours after deletion as a backup. Please let me know. My version of servicedesk plus is 9.0 Build 9017. -Thanks.
Graph a report
Hello. I have created an custom matrix report that is grouped by Technician and outlines how many tickets are open, closed and on hold for that technician at the time the report was run for the week. It looks similar to this: Technician name 11/24/2014 11/25/2014 Total Open tix 3 2 5 On Hold 2 2 4 Closed 4 3 7
Preventative Maintenance Task Scheduling
Hello ManageEngine, I just recently tried setting up a reminder using preventative maintenance to double check my WSUS after Microsoft Patch Tuesday. Unfortunately the scheduling is not fine tuned enough for this. Could you please add a scheduling filter that allows for things to be scheduled like, first tuesday of the month, etc. Thank You
User - Additional fields in notifications and reports
Hi, We use User - Additional Fields to populate with data from Active Directory. We want to user that information on notification but we do not know what variables do we have to use. On the other side, we want to use that information to filter in reports. thanks in advance, Aritz.
Workflow - Auto Assign Tasks
I'm running SDP On Demand and I was curious if there was a workflow section or a way to auto assign tasks to technicians once a task is completed. Travis
Disable "Close Request" for Technicians
Good morning, How can I configure the software to remove the "Close" button for technicians? We cannot allow that technicians close their requests. If a request is solved, they must change it to "resolved" and then the cliente receive the email and close the request or re-open it. We know some technicians will change the status to "Resolved" but others will change to "close", and without the client permission. To solve this, we need to disable the "Close" button and option for them. Thanks in advance
contracts
Is there a way to have the contract status OPEN, EXPIRED and ROLLING? we have contracts that are rolling but the actual contract has expired regards Marcia
Send email to external people
Hello I am able to email people from ServiceDesk who are internal to the organisation but am not able to send to external email addresses e.g. gmail. We are using Exchange 2010 & I have outgoing email configured in ServiceDesk. Many thanks
Use DFS as a Patch repository
Hi, We are in the process of deploying Desktop Central and we ran into a bit of an issue. We are using DFS replication for the Software and Patch repository. We have started replicating the DFS now to 2 of our sites for testing and we noticed that the patches are not being pulled from the DFS share by the agent but is getting it directly from the Desktop Central Server. We have a number of sites that we have to manage and we cannot push patches across the link during normal hours as the lines will
MAIL_FETCHING
Exception while trying to send notification for th... Helpdesk - - Error 08/11/2014 02:45 PM System Info in email fetching MAIL_FETCHING - - Error 08/11/2014 02:42 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING - - Error 08/11/2014 02:40 PM System General Exception3 MAIL_FETCHING
new requests from my techs go in as unassigned account
Basically sometimes I will get an email from a client or anywhere, and then forward it to our support email address which goes into SD Plus MSP. That creates a request, but assigns it to our own MSP account. It is then painful to change the account to the correct client, as per http://helpdesk.manageengine.com/sd/AddSolution.sd?solID=138301 So I just want it so that when I or one of my own techs emails into SD Plus MSP it creates a request with no account assigned, and we can then more easily assign
Change Technician Name
How can I change a technician login name? We have a user that has recently married and would like to change it. Thanks!
integration with ServiceDesk Plus
Hi there, Opmanager: build 11400 ServiceDesk Plus: Build 9027 We're just setting up OpManager for the first time and wondering if there's a way to somehow "sync" the assets currently in our SDP. We've already set up our SDP since last year and have 150+ devices already inventoried. I saw this option on OpManager: Settings > Configuration > Add-On/Products Integration (see image below) under ServiceDesk Settings tab, there's a section called "Assest Sync details" (yes, it's a typo); unfortunately
Service Catalog - Resource Info - Not saving in template
Hello, I am creating a New User templates in the Service Catalog with check boxes to select different services. I wan to create different templates with boxes checked off but when I hit save it does not save any of the checked boxed. Is this a known issue or am I doing something wrong?
How to map Department Head
I want to map Department Head using CSV file. when I go to import the file, there is no available column chooser for department Head. When I look in CMDB for Department, the Department Head field is blank. As you can see, there is no place to map Department Head when importing CSV file that has a column with department heads populated.
Adding text to request templates
IT would be nice to have the ability to add some text to a service request/ incident template to give some help to users who may not understand what the field is for. For ex. on many forms you have a little icon beside the field that when click, a little box pops up giving some context/help on the field. It would also be nice to be able to add some text in the template that is not associated with a field label. This would help to organize more complex forms. For example we have a paper form that
System Clean Up
Hello good afternoon, At the moment I’m struggling with the following problem in SupportCenter Plus. We would like to be able to delete disabled / inactive Category’s, Sub Category’s and Items. At the moment all of the inactive / disabled Category’s, Sub Category’s and Items are still displayed and can be chosen when new business rules / reports etc. have to be made. Is this possible? Does anyone have any ideas? Please let me know. We are currently on SupportCenter Plus v 7.9.0
Allow more granular options to viewing tickets by requestors
We need the ability for Managers to see only their direct reports' submitted requests. We need the ability for Directors to see all subordinate-submitted requests (meaning their direct reports and the direct reports direct reports), independent of department.
ADSelfService Plus 5.2 Build 5200
Hi, We are glad to announce the release of ADSelfService Plus 5.2 (build 5200). This latest release introduces new features like multi-login option for end-users and a new method for verifying the users’ identity. Some issues have also been fixed. Features: Multiple Login Options: Users can log in to the self-service portal with any AD attribute with unique value such as mail and telephoneNumber. Now verify users’ identity by sending them an email containing a secure password reset/account unlock
Cisco UCS Monitoring in OpManager
I have upgraded my OpManager install to 11400, but I cannot figure out how to add Cisco UCS monitoring to it. Is there any documentation on how to do this? Thank you, Carey Durbin
import database into an additional field
I need to import a list of stores at an additional field from a CSV file, is there any way to do ?. or would do so only store by store. thank you
ServiceDesk Plus Self-Service Portal - Try On Your Own Style
It's been a while since our last blog post - We've recently been working with a client on a ServiceDesk Plus Self-Service portal deployment and as this is always a popular topic We thought I'd share the results. The issue we usually face in implementing the Self-Service portal is that it requires some additional customisation to make it more acceptable to the users and the business. Now you can go along way with the standard options in the Admin tab of ManageEngine ServiceDesk Plus in modifying
Cannot start Help Desk
We install the Help Desk in to a customer, before the 30 days we went to install the license and the system was down, we try to restart it to install the licens but it do not start. We configure the system and the customer use it for some weeks before this happeng. Where I can verify why it is not starting?
Availability Report not containing all devices in business map
Hi, I am using OP Manager 9 builded 9410 64 Bit on Windows platform. I am facing issues when i am generating Availability Report Dashboard of particular Business Map but reporting showing few devices in in and few not. Kindly guide me for the same. BR
Android app -account sorting
I am looking at using SD Plus MSP and noticed an issue with the Android app (not sure if it also applies to the iphone app). I have imported 400 or so accounts and now when I add a new request using the android app and drop down the list of accounts it seems to sort them in the order they were created/imported and not alphabetically. So I reimported my accounts alphabetically so it is ok for now, but as I add new accounts it adds them to the bottom of the list which is going to make it hard to find
Add column
I would be able to add a new column. I would see the "Lease time" under assets. Is this possible?
ServiceDesk Plus 9027 Released
Dear Users, ServiceDesk Plus SP 9027 which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9027 SDF-55084 : Scan : Support for scanning Hyper-V machines. SDF-56866 : Scan : Identifying servers during scan. SDF-56867: Asset : New view for VM hosts and VMs in left panel under Assets tab. Issues Fixed in 9027 SD-58247 : Task Closing Rules under HelpDesk Customizer shows blank page after
Windows Security Box
Hi, I have servicedesk plus running on server 2008 r2. When anybody tries to open the link they get presented with a login box. If you click cancel it will load servicedesk plus login page. But this is confusing users. Please see screenshot attachment.
Wallboard statistics
Whats the best way of displaying help desk statistics on a wallboard so that they cycle through different types of information such as: Calls assigned per technician Calls open per department Number of calls opened/closed last week/month Calls opened today vs calls closed/resolved today Any suggestions of getting this information, putting it into graphs then having the graphs auto update on a wallboard? Thanks
Want to Access Manage Through IP in Local LAN
I installed ME on server. But I cant accessible it through local LAN as Server is reachable from Network. Pls suggest...
Deleting Support Groups
Hello good morning, At the moment I’m struggling with the following problem in SupportCenter Plus. I would like to delete two groups, which are no longer being used. However if I try to delete the two groups the following message appears and the two groups are not deleted (see screenshot below). If it is not possible to delete the groups, is it possible to make them inactive so that they cannot be seen by other support reps. Does anyone have any ideas? Please let me know. We are currently
Invalid path /netflow/jspui/dashBoard was requested
Hello, We are using NetFlow in OpManager version 9410 and changed the database to MSSQL which is running into F:/ directory of Microsoft Windows Server 2012 R2 Standard server. When we click on to NetFlow Analyzer we get this error message : What can I do to solve this issue? Thanks.
Delegation of Access
Is it possible to delegate access to some specific users so that they may be able to update contact information? For example, we would like to give our Department Administrative Assistants the ability to update user contact information as necessary.
ifindex and not all interfaces and too many interfaces
NFA version 9870 Cisco 1841 NFA shows my Serial0/0/0 interface fine but either doesn't show or make available all subinterfaces or has some of them as ifindex values and when I go to the "New" interfaces tab there are like 50,000 ifindex values. This causes NFA to slow down alot. I have the snmp persist ifindex so that doesn't change. I ran the snmpwalk batch file using the parameters in NFA and it works fine, showing all the correct interfaces. Here's a partial output of snmp walk. In the interface
Slow login adselfservice Plus
Hello. I'm having an issue where when a user log to the login screen, it's taking 40+ seconds to login. The nework is fine, all the required ports are opened from the server to the AD. The setup is DMZ configuration. I've used wireshark to track the network traffic, and those 40+ seconds, there is nothing waiting, it's like the application is hanging there doing nothing. Thanks.
Templates for Nortel/Avaya Switches
Hi, Just wondering if there are any plans to provide templates for Nortel/Avaya Devices , specifically ERS 8600 & ERS 5500 switches. We would find these to be of great help and benefit. Cheers RH
Audit Policy Configuration getting error
Hello I have installed ADAudit and the service account running everything is a domain admin. When i press the "Click here" for configuring the Default Domain Controller Policy, i get the error: PolicyStatusUnspecified error - Error Code:80004005 Why is that ?
Display samAccountName (Login Name) in the Requester Details
We need to display the Windows username of the requester in the details section. I see that that field is available when I view all of our requesters, labelled as "Login Name". Following the info in this ticket I added a field with that title in Admin | User - Additional Fields | Requester Additional Fields, but while the field now shows up in tickets, that field is never populated with the samAccountName/Login Name. Any ideas?
Alarm action repetition
Hi, i am trying to configure email alert for monitor, but i don't understand how it work, please could you help me? I have ten oracle monitor grouped in one subgroup into a group. Each monitor has tens of alarm thresholds on different attributes of monitor. If i define alarm action at attribute level and more attributes became critical i receive for each poll a swarm of emails. What i want is receive an email with a list of attributes critical. I tried to define the action at subgroup or at group
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