Import department from CSV
Hi all, I need to import a lot of departments related to different sites. Is there a direct way to import departments from CSV? In alternative, I can import a "fake" workstation related to each department and site. In this way, department are created correctly, but they are all under "Default Settings" site. Is there a way to move a department from a site to other site? My SDP version is 8216, and at this moment I can't upgrade it to the last version. Many thanks, Sutot
Desktop Central Agent
Hello, We recently moved to enterprise SDP. I've set up Desktop central to send Asset data to SDP, but the only data in SDP is from WMI Queries. I've tested the connection it it looks good. When I look in SDP to see what workstations have agents I get 0 results. Am I missing something in the integration? Thanks! MIke
Custom View based on Time
Hello, I'm trying to create a Custom View to show tickets that have been created in the last 12 hours but only option is available under "Created Time" (or any other field related to time) is date. Is possible somehow filter based on Time rather than date? The whole purpose of this is to have a view of any tickets that have been created overnight or outside of Operational Hours. Thanks
Incident or Service Request
I can see from the SDP demo that in line with ITIL v3, your product separates out Incidents to Service Requests up to a point. However, it seems that to be classed as Service Request, the request has to be raised via the Service Catalogue. However, I can see a couple of issues with this. In the Request Module, there is the option to open a default Incident. Is it possible to do the same with a Service Request? I can also see an issue if a user requests a service via email. The request will
Adding LDAP Auth failing
Hi, I'm trying to add LDAP auth to our Active Directory to my trial of ManageEngine ServiceDesk Plus, and it's failing every time. FAILURE: Domain Controller saved successfully. But error occurred while trying to connect with LDAP server - please check your inputs. I've got another service desk program using the same credentials which is working fine, but just can't get ServiceDesk to connect. We have a space in one of our OU names, this has caused problems with some products before - do you know
Locking account
Hi all! A few weeks ago after i changed my AD password i got an issue that my account is permanently locking by GPO after a few unsuccessfull tries to authorize. Today i found that the reason of such locks is a machine which hosts SD portal. The first point of investigation were scheduled tasks and services. The target machine located in another domain than my account and my regular account even has no priveleges to log in to this machine. Next i did the onny possible concusion - SD is a reason
low disk space notification
Good day, Is it possible by either desktop central or manage engine to send a report on low disk space? Many thanks
send e-mail to multiple contacts
Hi, I would like to send an announcement to multiple contacts that use a particular product. Can this be done and if so, how?
ERROR CODE : 527 after applying tzupdate
Hello! Due to timezone change i have applied fixes as described here https://forums.manageengine.com/topic/servicedesk-time . SDP is on Ubuntu 14.04. Now SDP does not start, log shows like that Server is starting. This may take a couple of minutes ... ERROR CODE : 527 Inconsistent change detected in date settings. Please restore original date settings. Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com
Duplicate requesters when importing from Active Directory
We have the Single Sign-On function of ServiceDesk turned on and working perfectly, however when I turn the Active Directory/LDAP import tool on and have it automatically import new users, it causes a duplicate of every single requester in our database. When looking at the requester list, one list will show requesters with our domain name and the other has the domain listed as '-' (Which I assume to mean that they're there for local authentication). I wouldn't mind this except many of our less technologically
external consultants
Hello, Is there any functionality or recommended way to handle external consultants that are taking care of Requests or (Changes), but are not Technicians or use SDP? We have some Requests that are not handled by our company IT-staff, but rather external consultants. We would like to indicate this some way in SDP. Regards Lakend
Support case shared between support groups.
Hello for some time I have been working with ME SD + and for some weeks ago I got a question if it is possible to share a support case between different support groups. The problems is that the company have 2 sites and different support groups for different levels but still level 1 + level 2 needs to work on the same support case. What they want to do is that level One sends the support case to level 2 (Read support group one an two in same site) and then THECS assigned to support group 2 can start
File and Folder Audit Summary Reports
Is there a way to get file and folder audit summary reports that are Per Server and also Per Share. We would like to get a summary of the file and folder activities (create, delete, move, copy, rename, etc.) at the server level and also at the share level. The summary view at the domain level is good but we want to narrow it down a bit so that our data owners and server owners know the activity occurring at the levels they are familiar with. Thank you.
Problems with flexible Netflow, IPv6 and QoS
Hi, running netflow analyzer distributed edition version 9.9 (9900) on linux. We have been using netflow analyzer with traditional netflow for some time and it has worked great and been very helpful in identifying what traffic goes in what QoS class, performance etc. However; after we started upgrading our sites to using both IPv4 and IPv6 we had to convert the netflow configuration to flexible netflow due to problems with how netflow analyzer was parsing the data (we had a support case filed on
User has changed business units and is now unable to log in
We had a user setup on one business unit and he has moved to a different one. We deleted him from the support reps and contacts of the old business unit and added him to the new. He is now unable to log in at all. I have tried resetting the password, enabling AD credentials (like we use for all other reps), and many combinations of removing and reading the user. All have provided no results. I went as far as to disable another working user to ensure we had not reached our license threshold. Any advice
SQL Reporting with a date of today
Hi I have a several custom reports which for example show how many calls each technician has updated today. The SQL query for this is shown below. We also use SQL reporting services to display a wallboard of automatically refreshed query results. If I copy the SQL query below at use it to form the basis of a Dataset in SQL Reporting Services I can create the requred table, however because the date is coded in the query, the same query can not be used for more than one day. Can you give me any advise
How to move assets into a specific product section....
I use ServiceDesk Plus 9.0 Build 9017. I made a new sub category under the Assets > IT Assets (might be named different for you) section for our thin client PC's. Upload the CSV file under that section with over 70 PC's. For some reason it only added it under Assets > Workstation/Server Detected instead of the section I wanted it to be in. Now I don't have any option that I can find to move it into the correct IT Asset section. This is not a group move, but just moving the IT Assest category
AppManager failed to start.
As I can reconfigure the connection to the database AppManager gives me authentication problems and therefore does not start , this is the error. " SQLException while getting database connection . Error Logon for user ' sa'
SDP SQL Windows credentials
Hello to all, is it possible to use windows credentials (AD Account) in changedbserver.bat to connect to SQL Server? Thanks in advance
Opmanager "About" screen, not displaying newest available update
I'm running opmanager 11300 I use the "about" screen for my notification about new available updates. I notice 11400 is out, but the "about" screen does not reflect that.
Integrate OpManager with ServiceDesk Plus MSP
Hello, Isn't it possible to integrate OpManager with ServiceDesk Plus MSP? I can see in the settings that it does to SDP, but it doesn't mention anything about SDP MSP. Yet, I tried to save the integration settings, but I get the error Unable to connect SDP. Error message from SDP : Account name cannot be empty Regards
ServiceDesk Plus 8.1 Report Time Spent of each technician
Good day. How can I get a report which indicates time spent by every technician worked on specific request? For example, a techician worked on a request, then the request was re-assigned to another technician,etc, i need information about every technician (how many time he spent) worked with the request. and need also the time and date when the technician was put any comment in the worklog.. Thank you sample : technician - request id - time aknowledge by technician - status request - worklog
Cisco Aironet 1140 - Template?
Hi Guys, I'm trying to add my Cisco Aironet 1140 AP's to OPManager but for whatever reason, no existing template finds the interfaces, cpu, memory or anything else. I'm wondering if there is a template for these devices because at the moment I'm only able to view certain statistics through the MIB browser. Thanks.
REST API GET_REQUEST operation is always returning errors.
Hey Guys, I am trying to query ServiceDesk Plus app to pull down any request through REST API. The query is as follows: http://<app host>/sdpapi/request/7357/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=BCDB2CA2-7882-4C99-9B4E-CFA989D7713E Regardless of the request id i always get the response: <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> I have attached the relevant logs. Can you please advice
AD Domain migration
How to migrate requester and technicians from old AD domain to new AD domain, involving change of username without any lost of history of tickets.
CONFIGURING TEMPERATURE THRESHOLD FOR SWITCH CISCO
We are monitoring a switch cisco 2960s and when after set the attention, trouble, critical and rearm thresholds appears the following message: we have configured all snmp oid for each option at device template but the message appears constantly every time we try to set temperature threshold: Can you tell us where is the problem, so we can set this option correctly? the template for this device is: Waiting your sooner answer. Attn.
Unable to add business rules
Hello, I wonder if someone can help? I have been attempting to add a business rule without any success and being the first time we have tried to use this functionality I'm wondering if there are any specific requirements needed before a rule can be created? The rule I initially attempted to create was one to auto resolve requests created from a specific email account. When this didn't work I tried various other rules/actions with out any success. Thank you in advance. Paul Ette
Change Logs path
Hi, how can i change logs path for my opmanager ? thk
Add Requester Details
I want to add a field in the requester details that will show up on their request automatically. It is their room number. Could anyone advise how to do this as it does not seem possible to change the Requester Details box.. We can add the room number to the AD in location field.
Cannot login to OpManager 11.4 after install
Hi, I've just installed OpManager 11.4 on a Windows Server 2008 R2 std, and this is with a SQL database on a seperate SQL backend. I can login remotely via web browser to http:\\hostname:80 but i'm unable to login locally on the server http://localhost Is there a config setting in an xml file needed to log in locally? Thanks, Dan
Mail fetch - not working after exchange 2013 upgradejoe
I've migrated to exchange 2013 and with the exception of mail fetch, everything works. I've verify my access to exchange on port 110, pop3 services are started, but helpdesk refuses to fetch emails. Any chance someone could shed some light? greatly appreciated. Jo
Data Dictionary
Is there a data dictionary available for Support Center plus for writing custom reports?
Requester can view and requester can set
Hi team, I have a problem with "Requester can view". When i enable "Requester can view" in incident template and disable "Requester can set", it's not show in incident template. Only way that i would like staff to see is i have to enable both "Requester can set" and "Requester can set". Is it possible to enable only "requester can view" and they can view the value in each field but can't set?
RecoveryManager and AD360
Hi, I was just wondering when RecoveryManager will be a part of AD360? // Erik
Recovering Deleted user or group through ADmanger
Dear Experts Are there any way to have ability to recovering Deleted user or group through ADmanger ? If No , I hope to consider it in the next update .. Regards jarrash
MS SQL Template?
Hi, In our environment, we have over 20 SQL Servers and although the monitors are working perfectly, I want to modify the settings for all servers at once just like we do for device templates. I don't find the place to do this so maybe someone can point me in the right direction?
Desktop Central Security Warning
When connected to remote PCs using Desktop Central, I get an error message that states that "The connection to website is untrusted." How can I get this certificate distributed to all my machines so that this error goes away?
Block jailbroken and rooted phones
I saw an option to block jailbroken phones. How do we block rooted phones with MDM in desktop central? What happens to the device if they violate a policy setting? Does it go out of compliance and remote wipe, etc? Are there settings for that?
Self Service Portal Login
The previous Help Desk Portal did not require sign in to create a new support request. Is there a way to bypass having to have a user create a user account and password for access to using the portal? I do see where it is possible to import users, but do not have a AD to pull from.
email to custumer
how do I get when I open and close a call in ServiceDesk Plus it sends an email to the customer?
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