Possible to remove/disable formatting tools in the application
Hi SDP Team, I would like to ask if it is possible to remove or disable the formatting tools in the "Description" of the SDP application? My goal is to have a standard font color, size etc. in our organization. I don't want our requester or technicians to use different font colors or different font sizes in creating or updating requests and resolutions. Please advise. Thanks, Mark
CMDB - Search from Home page
Hi, I was unable to search for a custom CI that hasn't been marked as "Track As Asset". I have created 2 custom CI Types: 1. I marked one as "Track as asset" 2. The second one was not marked. I was able to find no 1. by selecting Search In: Asset from the search drop down list (Home -> Search on the left hand side) But I was unable to find the second item. I tried other selections available from the list with no luck. Please can you advise if I there is a way to include CMDB in the search drop down
Round Robin to a support group
Please consider adding the ability to specify round robin auto assignment to members of a specific support group. We have multiple areas that want to have this feature, but can only implement it to the primary support staff. Thanks, Dave
Service Desk and Kaspersky
I have installed Version 8 of service desk and I recently installed Kaspersky which requested me to restart the server. The minute the server came up Kaspersky loaded but service desk hangs at Application Layer started.................................................. and nothing happens Kindly assist
Remote connect via agent
Is there a way to keep the remote connect software through the agent from putting a shortcut on the desktop of the client computer? We would like to minimize the footprint the end user sees to keep from having them clicking on it or trying to uninstall it.
Sites list is empty under technician view
I have all my sites listed under admin -sites. But when i go to the technician window to assign them, the list is empty. How do I get my sites to show up?
V9 flows of unknown template are received from
Version : 9 Build Number : 9000 License Info : Professional - 10 Interfaces License Type : Registered Licensed to : NWN Corporation Database Used : MYSQL Interfaces Managed : 6 AMS One of my ASAs seems to generating the error "V9 flows of unknown template are received from {address}. It's almost identical to the other working one (in version and config). I reall y need some help. clearing the error doesn't help. I can't view data from this one device. : -
Unable to create a software license
I am unable to create a new software license for one particular adobe product. creative suite 6. I was able to create a license for another adobe product. So not sure what the problem is. I enter all the fields hit submit and basically get a blank page and no matter how long I wait the page does not refresh nor is the license created. I also have the same problem with a couple of other products manufactured by IBM. Please advise soonest. Thanks Karen
Xerox Printers not scanning
We are having problems with some printers scanning into ServiceDesk. To clarify what I'm referring to, I open a printer under Assets then click the Scan Now button to read the stats on the printer. This will scan successfully on one WorkCentre 5655 and one WorkCentre 5645. The printer models that will not scan are: Pro 90, 7755, 7556, and a 7775. Any ideas?
Time spent report - calculated as minutes only (more friendly to XLS)
Hi team Wondering if you could provide me a report which performs the following query, but makes the Time Spent column a number which is more friendly in Xls (ie minutes ony)? Currently, the format 00:00:00 does not calculate in pivot tables (because it sees it as text). Changes to the cell format in XLS have not been successful. SELECT mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME
Network map LLDP support
Hello Any updates on when LLDP will be supported for the network map. We do not run Cisco devices so CDP doesn't work for us.
ServiceDesk Plus 8202 Released
Dear Users, Hotfix 8202 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8202 SDF-50337 : Option to configure actions on a Incident/Service Request to other external applications through a XML configuration. For eg. customer's can create action like 'Create a new account' to be displayed on the 'New Hire' template and when invoked from the Request details page, can plugin their own code to
Help with base tables
I need help with the base tables so I can document my installation 1) I need a query that will list Support groups with all technicians in it. 2) users with within each user group 3) Support Group attached to each incident template 4) Group attached to each service catalog template. Given the time I could find these Im sure, but I'm just not familiar enough with nor have the time to dig into the database schema to find these answers. If anyone has the table and joins for these types of reports,
Email Command Field Names
Hi, Using SupportCenter Plus build 7920 and trying to make use of the Email Command function... I can send an email with parsing commands and get a new request auto-created, but all commands are not registered. Can you help me out with what to type to set the Requester, Account and the Request Template? Is it even possible in SCP? Is there a complete list of field names/email commands, valid for SCP? Regards, Camilla
Web Service, Soltuions RSS Feed?
Are there any web services exposed by SD+ to help integrating requests, soltuions listing/searching? Any plans? Also some RSS feeds might also be nice for publishing new solution articles etc. on a intranet site etc... TJ
Show most current note in report
How can I make this report query show only the most current note? SELECT prod.COMPONENTNAME "Product",wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",wo.TITLE "Subject",ti.FIRST_NAME "Support Rep",LEFT(LTRIM(REPLACE(wo.DESCRIPTION,'\r\n',' ')),200) "Description",LEFT(LTRIM(REPLACE(nt.NOTESTEXT,'\r\n',' ')),200) 'Notes' FROM WorkOrder wo LEFT JOIN WorkOrder_Product wo_prod ON wo.WORKORDERID=wo_prod.WORKORDERID LEFT JOIN ComponentDefinition prod ON wo_prod.PRODUCT_ID=prod.COMPONENTID
Rest API GET_REQUESTS command
Using REST GET_REQUESTS command, I try get all the requests by requester. Using GET_REQUESTS, i have obtained the last N unfiltered requests list. But I do not know how to execute this command with a filter. Thanks.
Allarm Managment
Hi, is possible to delete an allarm? I try to explain better... I have bought OpManager plus Netflow plugin. I have also monitored the ISP Router. I received a lot of error message about the Authentication SNMP from the ISP router. I have made a little research in the web and the cause may be the presence of 2 Network Management tool ( Mine with OpManager + ISP with nagios ) I'd like to delete this allarm. Is it possible? I'd like to know also how I can do the backup of the Database. I use the DB
ambiguity with task of *unapproved* changes
Hello. In each view which lists tasks, task of unapproved changes are shown to the technician. This could lead to the situation that a technician, who is not involved in the change itself, could work on his task list and execute tasks which are not approved yet. So we suggest to tag tasks belonging to unapproved changes ( by adding an information like '(unapproved)' or by display the task in another color or ...) by the way, what is the meaning of (N/A) behind the tasks in the technician's Home View?
E-Mail Command Parser Service Category
The field Service Category appears to be difficult to set either by parser or by template. Everything I do to set it via the email using @@SERVICECATEGORY=x@@ fails and even if I use a template with it set, that fails to set it. Is there any way to set the Service Category with a e-mail ticket and template?
SDF-50412 not working
Good day, Two days ago I updated SDP to 8.2 Build 8203 and DC to Build No: 80241, but nothing has appeared in either assists or CMDB in either "Smart Phone" or "Tablet".... I have 25 devices enrolled in MDM in DC. How long should it take to replicate this information DC --> SDP ? is there a way to force the replication? SDF-50412 : Mobile Devices (IPhone and IPad) once scanned through ManageEngine DesktopCentral can be pushed to ServiceDesk Plus and these devices would be added as assets in SDP
interface Virtual access doesn't appear in netflow analyzer
interface Virtual access doesn't appear in netflow analyzer 9 how can i see in traffic on it ? note: ip route cache is enabled on the interface
Timespent report - with XLS friendly Time Elapsed field
Hi team Wondering if you could provide me a report which performs the following query, but makes the Time Spent column a number which is more friendly in Xls? Currently, the format 00:00:00 does not calculate in pivot tables (because it sees it as text). Changes to the cell format in XLS have not been successful. SELECT mdd.MODENAME "Request Mode",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME "Technician",pd.PRIORITYNAME
Stupid search question....
Where is the box that Requestors can search for content within their Tickets (Not the Solutions KB)?
Does anybody have performance issues when using Service Desk with Internet Explorer?
Just wondering if anybody has encountered any performance issues when using Service Desk Plus with Internet Explorer? I am evaluating the product at the moment but have heard this can be an issue and that the product works better with Chrome. IE is our standard browser, here so would prefer to continue using it. Any feedback appreciated?
Permanently disable ads on the login page.
Hello Is there any way on the server side to stop the scrolling adverts on the log in page. When accessing Opmanager over a low bandwidth connection using RDP or Citrix it really slows down the log in process, and since the ads don't contribute anything to the functionality of the application I would like to disable them globally.
Wake on Lan booting to OS deployer PXE server. How do we stop this?
Hi Guys, When we use the WOL feature in DTC it wakes our pc's but they boot via pxe into our OS deployer PXE server. This showing the OS deployer screen. How do we stop this? Cheers, Jamie Cameron | Service Desk Engineer | Central Otago District Council TEL (03) 440 0699 MOB (027) 221 5993 FAX (03) 440 0661 EML jamie.cameron@codc.govt.nz WEB www.codc.govt.nz
custom query
Is there a way to add to my custom query to see what configuration applied the patch. If i create custom query like: Select b.RESOURCE_ID, b.NAME, a.Patch_ID, LONG_TO_DATE(Installed_TIME) from InstallPatchStatus a, resource b where a.Installed_Time >= DATE_TO_LONG(04/04/2013 00:00:00) and a.Installed_Time < DATE_TO_LONG(04/05/2013 00:00:00) and a.resource_ID=b.resource_ID and b.name like '%MWR????33%' It will return: RESOURCE_ID NAME PATCH_ID INSTALLED_TIME 22811 MWR????33 10046 Apr 04,2013 02:47:09
Creating Temporary Privlledged Accounts
Hello, In reviewing the feature set for PMP, I understand the functionality exists to check out a credential for a limited time and then have PMP reset the credential afterwards. Can PMP also go so far as to create a temporary/one-time use account for admin access to Windows systems? My ideal workflow would allow an automated process to authenticate to PMP, submit a request for an elevated (local admin) account on a given managed server, have PMP give credentials for the script to carry out executive
Disk IO Graph and Stats
Hi, OPM showing Disk IO on Device snap shots till GBPS / TBPS but when i check disk IO graph it shows me in KBPS. Also, Disk read / write also showing in KBPS. Find the attached snap shots for clear understanding. Kindly advice regarding Device Snap Shot disk IO
Change default incident template for email created requests
Hi! We are in dire need of being able to use different templates depending on which emailadress is used for contacting SD. Is there a way to solve this, every email converted into a request uses the defautl template we would really need to change this. Ideas anyone? Regards, Jonathan
Task assignment
Hi! Is it possible to assign tasks to non techs? We have a situation where quite a number of people would need to performa minor tasks in requests. Do they really need a tech licence? regards, Jonathan
Couldn't upgrade from 8202 to 8204
Couldn't upgrade from 8202 to 8204, had to restore AGAIN. Will submit update logs when I get time. Just a warning to others.
Insert timestamp bigint column
hello, I want to insert from sqlserver database culmination date of the application, but can not convert from date to bigint.
Backup job stops running
We're using 8200 Enterprise on Server 2008 R2. We've noticed this on several occassions, but the backup job will just stop working. We noticed today our last backup occurred on May 6, and the next scheduled time was May 7. However, the backup job never ran and hasn't since May 6. We configured an email address on a failure, but we haven't received any emails. What causes this? We had this happen on a few occasions when we were using 8.1. I appreciate any help/feedback on this.
Remove "ROBO - PASSWORD_RESET" template
Hello, I am unable to remove the "ROBO - PASSWORD_RESET" template from my SD+ as it is greyed out. We have not purchased this, how can I remove the template? Thanks, Mike
Administrative Status
About this functionalities of OpManager, it disables the setting in OPM and not on the switch? Or using this option will disable the port on the switch? How to disable switch ports? If you want to administratively disable an interface, it is possible with OpManager in just a few clicks. Here are the steps: Go to the required snapshot page of the interface you want to disable que. Under Interface tab, click the Disable button. The interface gets disabled and the interface's status is changed to Down.
Backup script - Press any key to continue
Hi, We try to backup OpManager by using a daily scheduled script. We are using the following command line: BackupDB_Postgres.bat" -mode all -destination c:\tempbck It's working fine, but... at the end of the backup "press any key to continue..." appears. Then next schedule failed because the current one do not finish while we presse a key. Is there any option to add to the command line ? Thanks a lot. Vincent
User Creation Reviewer
Currently when requesting a user creation the reviewer and executor has the ability to edit any field except for the custom attributes fields. It seems odd that these fields cannot be modified when being reviewed.
Backup Not Happening in proper format
Team, we have Opman installed in server 2008 with build number 9410 , we are taking backup , its happening but not in ZIP format , due to this we are not able to restore on the new server (2013). Please advice.
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