Default Template Download Location
How do I change the default download location for templates? I was hoping it would change when I added a network repository location. I'm not seeing it in the options.
How to found a portscan
Hi Experts, I'm faced with a portscan. How can I find this in NFA? Because it's maybe 65k flows out of millions to a interface. I do not know the exact time, just the day. Thanks in advance! Joerg
Help editing a query to calculate total worklog time by department per month (Solved)
Hi , I have a query that shows time spent by technicians per day through worklogs. How can I get a total of time spent by all these technicians combined per month? We use tasks more than requests to log our time. Here is my query: SELECT tk.TASKID "Module ID" , 'General' "Module" , MAX(tk.TITLE) "Title" , ct.DESCRIPTION "Description" , CAST(CAST(SUM(ct.TIMESPENT) / 1000 / 3600 AS VARCHAR) + ':' + CAST(CAST(ROUND(( ( ( CAST(SUM(ct.TIMESPENT) AS DECIMAL) / 3600000 ) % 1 ) * 60 ), 0) AS BIGINT) AS
Failed to verify password even success to use AutoLogon
Hi, I'm a new guy who use this forum. Dont know if anyone hit below problem: It was failed to verify the password of the resource even though "AutoLogon" is success PMP version: 7.1 (Build 7104)
Debugging E-Mail Parsing?
Hi everyone! Is there any way to determine on which field e-mail parsing fails? Example: In the system log viewer I find: Error in parsing email. | MAIL_FETCHING | Error Probable cause: Exception [ java.lang.NullPointerException ] occurred while parsing email with message id : <7141c14b2f514b83958b80e1aaa2ba34@> , subject : .... Going to process email in normal mode In the serveroutX.txt I find: [10:47:53:436]|[10-21-2014]|[com.adventnet.servicedesk.utils.WOTemplateUtil]|[SEVERE]|[24]|: Exception
How to upgrade database?
I've got troubles with production instance of SDP MSP. It's still running on mysql, but, for a year of runnig, we've restore it once from new install. Right now I run into a performance problem. My server freeze, java uses 100% of processor time and almost all 4GB memory. I can't update 8211 to 8300, because of freezes. I'm looking to reinstall SDP MSP on a new server, but it use mysql database. New install of SDP MSP uses MSSQL or postgr sql. How can I restore my backup to a new server? I want not
Cannot restart SDP
Hi, On a Windows machine, I cannot seem to get SDP to restart. I actually have to reboot the machine to have it started. I am using the installed shortcuts in the start menu "Shutdown Service Desk" and "ServiceDesk Server", but I do not have the startup splash screen. Any ideas ? Thanks Maxime
Changing the ##call id##
Hi All, Have a silly question. I'm looking to change ##Call id## to say ++call id++ on email reply. How do i get helpdesk to recognise the ++ instead of ## Regards Keith
Service Request approval work flow sequence
Hi there Please advise how come my template approval tree will stop on each stage. e.g, Stage one approved, the ticket status will put on Hold and will not automatically kick off stage two approver. Therefore, I will need to manually select the approver on stage two and press "send" to inform the approver and start the flow sequence. Please advise. Thanks
Need Guidelines for Setting Up Custom Monitors
Hello-- I uploaded the MIB from Symantec on their Symantec Protection Engine for NAS version 7.5 and am trying to create monitors in OpManager to be able to be notified when events occur in SPE for NAS. I've been trying to configure the monitor after I read another forum post here, and I still need more details. Can someone advise on how to setup custom monitors/templates when you have a 3rd party MIB imported? We're on build 11300 Thanks, Stephen
FAILED to update SDP 9018 to any other version
First time run into a problem with update SDP 9018 to any other version (I tried 9023, 9022, 9021, 9019) all stop with the same problem. See screenshot: http://imageshack.com/a/img538/192/rJAfip.jpg I've also got an updatemgr-log here: https://yadi.sk/i/Nuc5FZkEcBQov After an error, I can't start update manager, it stops with error in CMD screen: Unexpected end of ZLIB input stream (I google it, error about - unexpected end of jar file). What should I do? How can I update SDP?
hit counter and rating for solutions
Hello. We want to evaluate the number of times a solutions had been read/used to solve an incident/request. I suggest to add a hit counter (number of times a solution had been accessed) as well as a rating for the solution What do you think? Thanks for your feedback Best regards, Marc
Query to return requests using custom additional fields
Hi, I want to create a report to select all requests filtered on a user generated additional field, this can't be done using the servicedesk reports so I need to query the back end. I need a list of requests using a particular template, with the requester name and request description, plus the three additional fields. Also need dates. Thanks.
Additional Fields not working as expected
I have been experiencing a problem where the additional fields I create for request templates do not always appear in the "Edit Template's" "Drag and Drop fields". In some instances the additional fields I have already created will appear there to be added to more templates, other times they won't be there so I will then add a new additional field for the exact same thing being a duplicate field. The problem with this is that I then end up with multiple additional fields listed for the exact same
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
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