"Technician Auto Assign" assigning tasks irrespective of technician availability
Hi Team, I have 3 shifts timings operating in my office. 1. Monday to Saturday Day shift operates from 9:30AM to 5:30PM 2. Tuesday to Sunday Day shift operates from 9:30AM to 5:30PM 3. Monday to Saturday Night shift operates from 4:00PM to 12:00AM I configured Email fetching and I need to configure the "Technician Auto Assign" feature, in such a way that, the emails received should be automatically assigned to the available technicians in a round robin basis. But the configuration doesn't seems
Change default time for Priority
Hello. How could I change the default time for priority? For example to change time from 2 hours to 4 hours for high priority.
Requester name search on multiple fields
Is there a way to modify the search results the Requester detail "Name" field is searching from? I know I can type the person's last name and it will populate, but it would be nice if that field also searched the employeeid field at the same time. This way I can type 12345 and it will search for that person and attach their name to that field. I know I can click the "Search Requester list" field, then type in the employeeid 12345 to find the customer, but this is an additional step. Thanks!
Monitoring faulting applications
Hello. I am currently going through the process of setting up alerts for our ELA, and one of the want items from my manager is to have an alert triggered by the spooler service crashing on a server. Looking over the options I see in ELA along with the categories I see for a spooler service crashing event item, I see that I cannot simply use the eventID since it is 1000. We'd prefer to take a more granular approach and not have an "all application error" alert. Is there the ability to have an alert
How do you delete an attachment from a request?
I'm using SDP Enterprise 9021. I don't see an option to delete them. Thanks! EDIT: Nevermind--if you edit the request you can delete the attachments. Would be nice if you could just delete them without editing the entire request.
Cant login in android app and iphone app with AD account
We cant login in android app and iphone app with AD account. Login with local "admin" account work correctly. We tried to tape login as DOMAIN\User User@domain and other... but it is not working. As a result of testing, it was found that the local login works if the password does not have special characters such as *, #, and so on, and if the special characters in the password are present, then an error message that the username or password is not correct. Try the password "admin" part correctly,
Hide Password
If the Open Connection works is there a way to not show the password. There would be no reason for the end user to know it if the auto login works
Hourly Request Summary per day
Database : MSSQL Query SELECT 'Inbound' "Status", COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=1 THEN 1 ELSE NULL END) '1 AM', COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=2 THEN 1 ELSE NULL END) '2 AM', COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=3 THEN 1 ELSE NULL END) '3 AM', COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=4 THEN 1 ELSE NULL END) '4 AM', COUNT(CASE
Change Wording on Change Password Tab Section
I want to change the wording on the domain password policy requirement as well as the word at the field seciton that says "old password" Just need to know where I make the verbage changes.
Assign Technician to Another Office with another Roles
Hi Dears if I want to give different permissions to my technicians in different Office. how i can do it? for example My technician work in tow office and has different role in these offices.i want to give him delete permission in one office and just create ticket in another one.how i can manage these difference. in Service Desk Plus each person has one role in the whole of the system but i need to seprate these permissions up to his office. how i can do it? thanx Best Regards
Email alert is 5 minutes late than the triggered alert
Hi, We have Eventlog Analyzer and OpManager both has email alert notification. I noticed that email alert from Eventlog Analyzer is 2-5 minutes late before we receive the notification email compare to OpManager alert that is real time. In ex. OpManager alert was triggered on 4:00pm we receive the email alert at exactly 4:00pm Eventlog analyzer alert was triggered on 4:00pm we receive the email alert at 4:05pm How will I configure eventlog analyzer to send email alert at exact time the event was triggered?
How to Create an Alert which collects all connected Events and Emails Only Once
Hello, I am trying to cut down on the number of blank reports I get each day. I have set-up an Alert for an Unsuccessful Account Validation, Event ID's 4768,4776. I only want to be informed once a day of the number of Unsuccessful Account Validations to act as a reminder to run the report. At the moment, I get about 400 emails a minute informing me of someone failing to validate their user account. Unfortunately, I am not sure how the 'Number of Occurrences' and 'Occurring within' fields. Hopefully
Create link to solutions from incident tickets
We would like to see the Solutions module have the option to link solutions directly to the categorization structure in ServiceDesk Plus. This same feature could be used to drive better self help through the self service portal and the service catalog. Our vision is that solutions should be part of the work flow that helps our customers solve problems not merely record their requests for help. The solutions record might have the following options: Link to request category (Yes/No): Link to Service
IE10 is reported wrong in the software
The IE10 version 9.10.9200.16866 is reported as IE9 in the software list. The IE10 version 9.10.9200.16844 is reported as IE10 in the software list. How come that this is reported as IE9. We have never installed IE9 on the computers.
Site name doesn't change on edit & display order of assets
Hi Firstly - I really like Service Desk plus but I have two issues I am hoping you could help me with. We have over 100 sites. In some of sites (despite us asking staff not to do this) particular staff will raise a support call for their colleagues from other sites. Then when our support staff go in to edit the (automatically created) support ticket it of course displays the wrong name and wrong site. They can edit the name - so that when they respond the communication is going to the person who
Sorting by PO #
Now that we've hit a thousand PO's, when we sort by PO # it puts all the PO's after 1000 at the opposite end as 999. Is there any way to fix this? Thanks, Kevin
EventLogAnalyzer DailyLimit for Email notification
Hi, where can i setup in eventloganalyzer a dailylimit for alert mail sending ? I see in my logs : [com.adventnet.sa.server.nf.EMailNotifier]|[INFO]|[32]: DailyLimit Exceeded so skiping the AlertMail sending...|
admin or user guide
Hi, I use support center plus version 7935 I would like to find a tutorial to form my end users. Have you got a user guide more recent that this one : http://www.manageengine.com/products/support-center/ManageEngine_SupportCenterPlus_7.7_Help_AdminGuide.pdf ? Best regards Stéphanie
Can't generate an SSL certificate
Trying to generate an SSL certificate to use POPS or IMAPS, but can't error is C:\ManageEngine\ServiceDeskPlus-MSP>jre\bin\java -cp lib\cert.jar InstallCert sd.delaem-dela.com:80 Loading KeyStore C:\ManageEngine\ServiceDeskPlus-MSP\jre\lib\security\cacerts... Opening connection to sd.delaem-dela.com:80... Starting SSL handshake... Exception in thread "main" java.net.SocketTimeoutException: Read timed out at java.net.SocketInputStream.socketRead0(Native Method) at java.net.SocketInputStream.read(Unknown
Please help with this report.
I would like to generate a report from Incident Requests module which should show me all tickets that were reported in last 2 weeks (fortnight) and their respective status, requester, technician etc and in the same report it should also show all the tickets that were resolved in the last 2 weeks, i.e All tickets with Created Time = last 2 weeks & Resolved Time = Last 2 weeks It becomes a bit tricky when done from custom reports because in date filter i could enter just 1 filter either
Creating a Change Request in the request catalog.
Hello, Is it possible to create a Change Request in the Request Catalog that has the ability to transfer the fields in the service request to the Change request? What would I like to happen is a user creates a Change Request from the Request Catalog. The technician than will create a new change by clicking on Associate Change within the ticket. The fields that we created in the Change request will auto populate in the new change.
Assigning by broken down categories
I see there is a way to Assign a Group or Technician by the Category. However, is there a way to Assign based on Sub Category or Item? We have our Categories listed pretty generic, so the Sub Cat, and Item really should have the ability to allocate a group to. Also, is there a way to only have Certain Categories, Sub-Categories, and Items view-able by certain groups? Thank you!
Technitian rights not work after update
Hi! After update 82.11 technician sees ALL sites, ALL accounts and ALL requests, and not just the. Please help
Problem with SDP from the outside
Hi, I'm having an issue with SDP from external access, not on the LAN. I've the server in my LAN and all users can access to it. But I've made a reverse proxy with nginx to access from DMZ to the server. I've made a subdomain of my domain and redirected to the DMZ proxy reverse. That DMZ proxy also redirect to my LAN Server. I think is a good idea to not expose the server to the internet. But in this scenario I've issues that sometimes the server don't respond from the external URL. I need help.
ADManager Plus Build 6241 Released !!!
Hi, We are glad to announce the release of ADManager Plus Build 6241. Please find below the fixes and enhancements included in this build, New Features: Google Apps User Provisioning: You can now provision Google Apps user accounts, automatically, via ADManager Plus. Along with the existing Office 365 user creation ability, this feature makes it easy to manage the users' identities in the cloud. BitLocker Recovery Keys Report: This report helps in unlocking or recovering data from the
User management access for technician
Hi, In Service-desk plus, can we give an access for technician to create new user (not like admin only their able to create/modify a user) Is there any way to configure it? Thanks, Faizeal
9020 - Agent Deployment hangs App
Hi, We recently upgraded from 9010 to 9020, and then upgraded from the .16 agent to the .17 agent. Our software deployment application pushes the agent to our 1300+ clients pretty quickly, within an hour or two. With the .17 agent and/or build 9020, this causes the SDP application to hang, requiring a restart. We've been using the agent since it was introduced, and deploying the same way this whole time, and we've never run into this problem before. I don't know if it's an issue with the new build
SCP update from SDP
In response to a request from a customer we are looking at the integration between SupportCenter Plus and ServiceDesk Plus. We have successfully demonstrated the creation of a new ticket in SDP from SCP using the supplied sdpimpl.jar and sdp.xml. What would be useful is to be able to monitor any updates to the SDP ticket and have them transferred to SCP. I note that this has been implemented for the SCP/JIRA integration but I don't have the programming skills necessary to transfer this functionality
configure ldap attribute
I am trying to sync more information from AD than what is defaulted in ServiceDesk Plus. I found the following information, but don;t know if it relates to this issue: Will this work, how do I define particular fields to import, is there a way to change the sync page, so I can run that default sync, or will I have to run this script on a scheduled time? How do I run this if we are using mysql instead? If the application is installed in PostgreSQL execute the Command from CMD. C:\ManageEngine\ServiceDesk\pgsql\bin
APM & OpManager best practice?
Hello, are there any recommendations for using OpManager with the APM plugin? I see a lot of overlapping features. Should Exchange and SQL be monitored in OpManager or in APM? Or both? Should APM be allowed to import data from OpManager in the Admin/Add-On setting? What are the implications? How much data will be duplicated? Will APM alerts show up in OpManager, or is APM a better choice for the main view? Thanks for any input.
how to remove a customer account (but there are active agents SD)?
We finished working with one customer. Unfortunately, we can't uninstall SD agents in the company now. How I must remove the assets assigned to this customer / account (reduces the license Number of Assets) ? How can I delete the account, but to I want to see the history of the requests and works log for this customer account ?
Custom Views Issue
We are currently running ServiceDesk Plus 9.0 Build 9012. When we are creating custom views (Settings, Manage Custom Views, New Custom View), under Advanced Filtering, if we choose "Technicians" (then is or is not), then click on the "Choose" button, the only item in the technician list is "None". This used to show the full technician list. Is this an issue with this build of SDP? I reviewed the "read me" list for newer builds but I didn't see if this issue was addressed. Thanks!
AssetExplorer Agent and problem with Windows Backup / wbadmin
Hello, Do You know this problem with Windows Backup (in my case Windows 2008), wbadmin and "ManageEngine AssetExplorer Agent" ? I had a problem with the our Client. Today we lost a lot of time to analyze and solve the problem. Agent Version 1.0.12 / ServiceDesk MSP 8.2 Build 8211 Look at this: http://social.technet.microsoft.com/Forums/windowsserver/en-US/d50b0136-8e7b-4107-b981-109410d82213/windows-2008-r2-system-state-backup-fails http://techtrailmix.wordpress.com/2013/08/06/case-of-crashing-wbengine-and-system-state-backup/
Alert Mass Configuration
Hello-- We're on build #11300. I'm trying to refine which events generate an Alarm in a way that I can apply my custom configuration to multiple devices at once, and can't seem to find where I can do that. Q: As an example, if I want to permanently turn all SQL Alarms off for all of my SQL servers, how would I do that? Q: If I want to turn off any alarm from being generated permanently from all devices, how do I do that? Q: Also, how do I set a notification email to stop sending notifications after
Remote control and chat not working (ver. 90066)
New install and when I initiate chat server shows user is off line. The end user sees the chat box but it is not responding. Remote control using Active X IE 11, the end user gets a box title Edit Connection Setting and fields referring to proxy settings. The box stays visible for about 4 seconds and disappears. On the server side I see waiting for presenter. Actually it appears that all the "Tools" seem to initiate but none of them seem to finish as if the client/agent end is refusing or cannot
How to make additional subcategory 4+
Hey there, just wonder how to make additional category 4+ for incidents? I found that system limits the sub's on 3rd... My idea is to creare this subcategories that i couldn't do. Hardware,Print,Label Printer,Incident,Can't connect Hardware,Print,Label Printer,Incident,Can't print Hardware,Print,Label Printer,Incident,Error Code Hardware,Print,Label Printer,Incident,Needs Category Hardware,Print,Label Printer,Incident,Paper Jam
unable to restore data from fullbackup
I try to restore data to fresh SDP 9019 from fullbackup. I have a 3 backup files backup_postgres_9019_fullbackup_09_25_2014_15_00_part_1 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_2 backup_postgres_9019_fullbackup_09_25_2014_15_00_part_3 When I run restoreData.bat there is possible to select only one filename, therefor I select first one. During restoring data I have a next errors, and the process is stoped and in ServiceDesk directory a lot of ***.sql files. ==== Please wait ! Deleting
How To Apply OpManager AMS
Hello, we recently renew our OpManager AMS, our vendor send us the new XML file but we dont know how to apply it. We have 11100 versión and we are trying to update to 11300 but AMS is required. BR
Need help with configuration
Hi all, I have installed the free version on our AD server. I then used the console to install the agent on two computers. I created a MSI package, tested it on an old machine and it works, and created a configuration task to send out to the two machines. The problem is that neither machine gets the program installed. Can someone point me in the right direction. thanks Mitch
ServiceDesk Projects Task Dependency
I have read that Service Desk plus supports Task dependencies for projects and I have found the dependency map, but I cannot work out how to make one task dependant on another task Can someone give me a clue?
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