Notifications for 'on-hold' service requests
More often than not, when a service request is placed on-hold, the technician will overlook it, and not resolve it in a timely manner. It would be ideal to be able to setup notifications to the technician that a service request has been on hold for so many days (recurring). E.g., notify technician xx number of days that the following service request xx has been on hold xx number of days.
Report for requests open longer than 2 weeks
Can someone offer guidance about the MYSQL query I could use for running a report to show me requests that have been open longer than two weeks. I have built a report using the custom builder but this obviously requires me to enter a date every time I run it for two weeks ago which is not ideal. The code I have behind the custom report is: SELECT wo.WORKORDERID "Request ID",sdo.NAME "Site",pd.PRIORITYNAME "Priority",lvd.LEVELNAME "Level", std.STATUSNAME "Request Status",wo.CREATEDTIME "Created Time"
Report which shows the response time overdue and resolution time overdue
Database : MSSQL SELECT wo.WORKORDERID "Request ID",sdo.NAME "Site",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",rtdef.NAME "Request Type",pd.PRIORITYNAME "Priority",urgdef.NAME "Urgency", longtodate(wo.FR_DUETIME) "Response DueBy Time", longtodate(wo.DUEBYTIME) "DueBy Time", (case when wos.IS_FR_OVERDUE='1' then 'True' else 'False' end) "First Response Overdue Status", (case when wos.IS_FR_OVERDUE='1' then (case when wo.respondedtime is NULL then datediff(hh,dateadd(s,wo.FR_DUETIME/1000,'1970-01-01
Resolved time Query
Database : MYSQL Execute the below query under Report tab--> New Query Report SELECT wo.WORKORDERID "Request ID",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME "Technician",serdef.NAME "Service Category",pd.PRIORITYNAME "Priority",sinfo.WORKSTATIONNAME "Workstation",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time", (select from_unixtime(woh.operationtime/1000)
Report to show last date and time a request was responded too.
Hello I am trying to generate a Quality Assurance Report to show the last date and time a request has been replied too. I do not see the options in the custom report nor do I know the field in which to query The report I need would look like this Request ID, Technician, Requestor, Title, Last date/time requestor rely, Last date/time technician reply status=open, onhold, Group by group then by technician I need to be able to query the last month, then week by week from then on to auto email.
What ports/services need to be allowed through a firewall to add an extra Domain to AD Manager Plus?
I have allowed the following ports/services through our firewall but still cannot add a second domain. If I allow all ports and services I can add this domain without a problem, but our company security policy does not allow us to set it up like that. Need the specific ports/services.
Automatically Log Alerts to Syslog Server
OpUtils allows you to automatically log alerts directly to your Syslog Server. In addition to the email notification, you can also make OpUtils log the alerts to your Syslog Server. This will help you to track and monitor all your network related alerts from a central point. Alerts from Switch Port Mapper, IP Address Manager (IPAM) and Rogue Detection tools has this option currently enabled. The latest version available in the website supports this feature (# build 60041 and above). If you are an
Scanned workstations not getting reconciled
Hi - It appears that workstations are no longer automatically being reconciled when scanned. Our procedure thus far has been to enter the Service Tag for the asset created by the PO. When a workstation with that Service Tag is scanned, the machines were automatically reconciled, but this does not happen now. Is this a known issue or did something else change? Thanks!
Expected release date of ServiceDesk Plus 8.2?
Hi, What is the realistic expected release date of ServiceDesk Plus 8.2 which is available in http://beta.servicedeskplus.com with, project management. ? Thanks,
"Run System Command" / "Run Program" = "Please Wait"
Hi, No matter what I do, I can't get passed "Please Wait" when pressing the test button. I'm using PsTools' PsService.exe to restart a service. I've tried both "Run System Command" & "Run Program" notification profiles. The command works find in the command line and when executed from a bat file. Run System Command Attempt 1: "C:\PsTools\PsService.exe \\mymovies-3 restart FMS" Works in a command line but just get "Please Wait" on the test button. No service restart. Attempt 2: (exe inside OpManager
How do I remove Technician from Technician list?
We have two employees who have recently left. They were listed as Technicians. How do I remove them from the Technician list?
Error manual backup
Hi Service Desk Employee. When creating a backup, we have an error: Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) =============================ERROR = *Communication link failure: java.net.Socke tException, underlying cause: Connection reset ** BEGIN NESTED EXCEPTION ** java.net.SocketException MESSAGE: Connection reset STACKTRACE: java.net.SocketException: Connection reset at java.net.SocketInputStream.read(Unknown Source)
AVAYA MIB Monitor Devices
Hello Folks! We have some AVAYA Devices, and really want to have the option to monitor those with OpManage, but, we do not have the MIB. I've already downloaded the MIB Files from AVAYA, but do not know how to use it Right to monitor my devices, please Help !!! Currently using OpMange 8, pretty soon to update to 10.100 as soon as my licence arrive. AVAYA MIB Files http://support.avaya.com/downloads/download-details.action?contentId=C20090710164439169000992&productId=P0477 Thanks in advanced
WMI for localhost service monitoring
i have opmanager probe server and would like to monitor the windows services. i already left the user name and password is empty in the credential. Then click "test credential", it return "WMI Not Tested" And i try to add "Windows services monitor", it request me input the credential again and did not success to add the "Windows services monitor" i am using opmanager build 10000
Grouping templates
I would be great if you could group software deployments and collections together as a single template for deployment. We currently have a configuration that I use as a template that deploys three software packages. We then also have a collection that deploys an ico file to the PC long with two icons. It would be great if these multiple configurations could be groups together somehow so the whole thing could be grouped in one step
PMP and Windows Domain Usage
How are people using PMP with Windows Domains? I don't understand its usage for more than just reseting local Admin or local user account passwords?
Build 80237???
Just updated SDP to 8.2 Build 8203, and now its broken the connection between SDP and DC... Desktop Central version 80237 and above is required. To upgrade to the latest version, download the latest hotfix from our website or contact support Where can I get build 80237 for DC? The website is listing 80234 as the current version!
font problem
i got a request in SDP but in a different font so i wasn't able to read it from the software, see attached picture
enabled AD authentication Issue ??
Hello, i've manage engine service desk plus, i've some basic quz this is the first time to use it :) i need to enable active directory authentication, i already enabled AD authentication from wetting tab,, "but user can't logon using AD account" how ever he choose from login page domain mode?? other hand when i'm trying to enable "Enable "Pass-through" Authentication " asking me about computer account and password? what computer name and password and Bind string ? it's confused with me and trying
Approve each Change Status \ phase seperately
Hello, Is it possibly to have Approvals for each Change Status \ Phase seperately? I mean, once the Request For a Change (RFC) is made, CAB Member and Change Manager could Approve (or Reject) e.g. Planning, Implementation, Testing, Release to Production and Completed status\ phase each seperately. Also, will there be a multi-level approvals for Changes? Regards lakend
Notification to Requester on assign / pickup
Hi, is it possible to send notification to customer/requester when technician picks up request? This way customer could receive information about technician working on ticket and know that someone is really working on ticket. This is different than auto-reply notification. Thanks. Vedran
Last connection to Desktop Central Server
Hi, Where I can get this information? I need to make a report that shows inactive agents that that have not contacted DC server in the last 30 days. Is there a way to automatically remove these inactive computer accounts from inventory?
User redundancy
How come every time i try to attach a user to an asset i get user redundancy? This example is with the user "Administrator", but i have several users with more than one user. Ex. one technician.
Can Completed Tasks auto fill work log?
We have just started using the Tasks list and Work Log. If I've entered tasks and marked them complete, is there a way for that to be included in the Work Log without manually entering it? Also, is there a way to add a tab to the request for work log rather that going through the Actions menu or the Tasks tab, which can make it appear that nothing has been done (the tasks tab may have "0" listed because there are no tasks, but there has been work entered in work log.)
Security
We want to use Manage Engine to be a Security Incident reporting tool. We would document any security incidents that occur in our organization like a virus getting in or a password being cracked, etc.. Ideally we'd like the Security Analyst to be the only one able to generate these Security Incident tickets and for the security analyst to be the only one that can view the Security Incident tickets. What is the best way to secure this type of configuration? I've thought of using a site and securing
Software Deployment via AD Group Membership
I setup Configurations for the deployment of applications, using Active Directory group memberships of the computers to filter on. When I change the membership of the AD groups, Desktop Central does not pick up this change. I have to go into the Configuration and click Deploy for Desktop Central to re-enumate the changed group membership. I want to be able to add computers to groups, and have Desktop Central automatically pick up the new group membership and install applications accordingly.
ServiceDesk Plus 8204 Released
Dear Users, Hotfix 8204 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8204 SD-50675 : Problem in loading some technicians while adding a workllog has been fixed. The problem was due to some excluded technicians in 'technician auto assign'. SD-50677 : Problem in loading new work log form when there is more than 500 users. Please refer to the below link for the steps to install the patch.
Java Update
Any plans to update/patch the Java version shipped with SDP? The version we are using is 6 years old! [quote]As of February 2007 the latest version of Java from Sun was 1.5.0_11.[/quote] With all of the attention that Java is getting, it seems to be a vulnerability waiting to happen.
Removing Categories/Sub-Categories/Items OR Renaming Them
Team, With the system that we have in the specific environment, SDP has been used for the past 3 years. And the SDM would like to remove some sub-categories and items, in short overhauling the the category list related to the incident management. I have the understanding that we cannot delete them, but we have to rename them. Can you provide an efficient workaround for the situation. We already have taken out all the categories by csv, I know we can go to each one and rename them,but that shall
Asset and import problems
I am trying to import assets to SDP. And having a diffucult time with it. Hopefully you can help with some of the issues that have come up in first steps: 1. I would like to change the delimiter in CSV import. E.g. from "," to ";". 2. incompatibility with characters like "ä, ö, å" as SDP freaks. 3. Ability to import all Types of assets with one import file. That is: Set the type with a field in the CSV rather that import every type seperately. 3. IP-address is not available in CSV -imports for
SLA violation warning notification
How can I best customize the SLA e-mail messages? I checked in the Notification rule I could not find anything.
Cannot see device list in widget dropdown
Hi, I am trying to create a new dashboard. I added a widget , last N hours of traffic but i dont see all the devices I would like to add. Am i forgetting some other configuration. Awaiting a quick response. thanks, Renee
ServiceDesk Plus 8203 Released
Dear Users, Hotfix 8203 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8203 SD-50570 : Migration failure when migrating to 8202 while SDP running on MySql version 4 series. SD-50502 : Unable to edit "Is Personal Asset" field of mobile devices(Smart Phone / Tablet). Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
export changes and problems
hello i need to move changes and problems from one installation to another, is there any way to do so?
Use Resquester fields in Bussiness Rules
I would like to know if it's possible to use requester fields (like title) in Business Rules. Thanks in advance.
New Mandatory field in Worklog, how to removed it
Hi, I noticed it after i upgraded to v8201 but it is now mandatory to add time elapsed in a worklog entry in a request/incident. This field is not used by us but we do use worklog to add actions to the requests. We are not interested in the time spent on the actions. How do i remove the mandatory tags from the worklog? and why was it suddenly made mandatory? I use v8125 in production and because of this i am not moving forward to the latest version. please advise.
MDM local communication with tablet or phone
Hi, If I have android tablets which are always located on the corporate network how can I set them to communicate directly with the local desktop central installation without going to internet since they are connected to the same desktop central lan. Is there a way, cause those I don't want to let them connect to internet. Or what ports (if the above is not applicable) are needed to open on the firewall to communicate with desktop central server other than 8383 because I opened this port only but
Service Catalog Template requester view
I find it troubling that the "Requester View" within Service Catalog Template creating, does not in fact show you exactly what the requester's view is. One thing for example is the fact that if you add "Resource Info" to the template (questions that will be available and viewable to the requester) do not show up at all in the "Requester View" tab. Please look into this. Jeff
Unable to edit Shipping date and Expiry date in "Feed Custom Data for Computers" Section
I am Unable to edit Shipping date and Expiry date in "Feed Custom Data for Computers" Section. It is not allowing me to edit the field, even though I can edit the computer location and product number. Please help me out in this case. Regards Jobin Jose
Android App feature request
When viewing requests in the android and iPhone apps and going into the conversation history. It would be nice to be able to swipe side to side to move through the conversations.
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