Asset History
Is there a way to view the history of who and asset was assigned to?
Notification mail with HTML code
Hi. I'd like to add picture in mail notification. i try to use HTML code but it's not working even i select "Send as rich text format" Is there anything i need to setup more?
ask about categorization in supportcenter plus
please help me.... I have 2 business unit in supportcenter, we call it BU A and BU B. I have been setting category in BU A. but when contact BU B wants to create request in application, he can choose BU A category. it shouldn't be selected by contact who doesn't in BU A. how to separate category for each BU? thx a lot for your information. BR wahyuni
Remove Extra Domains From Login Options?
For some reason after enabling domain login a collection of extra domains/workgroups appear. Is there a way to limit the options which appear to just Local and the Domain. Below is a example of what is there COSTCO COSTCO.COM (Domain) WORK GROUP Local Authentication Failing the ability to remove the additional options is it possible to set the default? Thanks
Remote Control Shortcut
Hi, There is a shortcut created on the desktopo after ending a remote control session. If you click this shortcut you will get connected to the requesters machine without them knowing. There is no prompt on the users end that a technician is viewing her screen. Has this been addressed on the new release ? Thanks, Jon
Duplicate SLA Escalation E-mails
Has anyone had an issue with duplicate SLA escalation e-mails? I have an SLA set up to have a ticket with “Same Day” priority to have a 4 hour completion time assigned. I also added level one escalation to email the supervisors 1 minute pass due (Escalate After). However, Service Desk is sending out an e-mail 1 minute prior to completion and then again 10 minutes later. No idea why. So a ticket that is created at 4 PM is due at 8 PM. Instead of one e-mail notice going out at 8:01 PM, it is sent at
Upgrade NA EE 7.6
Hello! The line of products of NA Prof develops actively. Already version 9.5. Why updates of NA EE are not? There is the impression, that does not quite support it product.
Non-Contact Email in Request's "Contact Conversations&q
Hi, I have been testing SupportCenter. I did a test in which I acted as a support rep and forwarded an email originally received from a contact to a colleague. The colleague then replied to my email. His reply was logged by SupportCenter against the request, as you would expect. However, the email was shown in the "Contact Conversations" view when I was expecting it to only be visible as part of the "All Conversations" view (especially given that my original forwarded email entry only appears under
Service restart automatically - java maxiumum
Hello, I have a big problem. When I start the service "ManageEngine Service Desk" java is up to the maximum performance of cpu and ram and the service restart automatically. I tried doing the restore on another server windows, but the situation is the same, the service manageengine start and java goes up (50% cpu 700 MB ram) for 5 minutes and then restart the service, this continuously. I tried to restore the full backup that is trimmed back but nothing. OS: windows xp sp3 servicedesk build 8017
Hide Option in Portal
Hello it's possible to hide "About", "Feedback", "License" and "Help" button? (for Reguester and Technician) Thanks.
Possible improvement in view options for ServiceDesk
My company uses ServiceDesk Plus 8.0. Recently we've been inundated with new Help Desk requests due to a database corruption issue. The folks that work in that dept. told us it would be ideal if there were a way to have a view option where you could see your tickets in a window - but have tabs in the window that would be one tab for each subcategory in the Category you're presently working on. Would this be possible? Please let me know. Thanks! Allan Kellner
Support e-mail address
I have three accounts and I want two of those accounts to share requesters. Will the servicedesk respect the "Support e-mail address" which is different on each account or will it search through and find the requester first? I also tried adding the requester to both accounts thinking then it may respect the account default address but it always goes back to the account that was created first. Any help would be appreciated. Thanks Jon
Respect Account over Requester
I want to have the same requester (or same email address as a requester) in two different accounts. I want new requests that come in by email to respect the email address they were sent to and not the first account/requester it finds. Currently I have Requester A in Account 1 and Requester A also in Account 2. If Requester A sends an email to Account 2 it gets tagged as Account 1. How can I stop this?
How to host ServiceDesk plus
We purchased the service desk plus version 8. It is working fine in the intranet. now we want to the service desk plus online. We are planning to host it from our internal server itself....Could anybody help me????
Reporting and access rules
Hi, If I understand well, report are either public or private. But is there a way to limit access to one report to a group of technicians ? Best regards, jeff SDP+ 8016
Email notification
Hi, we would like to notify technician not using global rule "Alert the following technician(s) by e-mail when a new request is created" but per incident template. Is this possible by configuration or is there an other way to notify a group of technicien following template criterias ? Best reagrds, jeff
Query Report Access
As an admin, can I create a public query report and to a new folder that other non-admins can access? I created a report for a certain Role that can only view tickets for their Group. However, becuase they can not view "All" they can not see the report I created for them. How do I get around this without having to logon with that users ID and recreating the report?
"Query Report Public" Access
Hi we have the following problem. As Admin, I have created a public query report, but the other technician doesn't see this report. In general, only the technician with SDAdimn role associated can view, submit and modify this report. Our structure is the following: Technician ADMIN -->creates the query report public; the role associated is SDAmin Technician Group --> Submit only the public report; the role associated is SDReport All technician have the role SDReport associated . I need that the technician
Can We Ran Batch File From Support Center
Dear Team, i want to know if support center has the availability to run batch files from it Thanks
Categories
I am new to SD+ and I was hoping someone could give guidance on how to setup categories and have only specific Technical Groups see their respective Categories, Subs and Items. For Example, the categories that the Desktop Services group use should only be visible by that group and likewise Application Support should only see their's. Is there a way to do this? So far, I've come up with having the Groups setup as a Category but in this instance they'd only have two tiers left: Desktop Services
Google Map View Issue
Hello, In Google Map View tab, map doesn't fit to browser size verticaly it's fixed to 550px. Second thing is that horizontaly it's resizing well from 875px less width of browser result in scrolling appearing scroll bar.
What does opmanager consider to be special characters?
What does opmanager consider to be special characters? while attempting to connect an existing servicedesk plus to a new opmanager installation (has never been setup before) i get the infamous Unable to fetch values from ServiceDesk Plus, The server might not be running or the network traffic may be too high error while attempting to set notification profiles to log a ticket. the solutions it recomends is to check to see if there are special characters in the catagories, techs, etc.. so after
How do I set a technician rights to see the Security QA screen?
How do I set a technician rights to see the Security QA screen? I have walked through the database tables and can see the tables and believe this is the SQL to load the reports for any user but somehow it filters out the Security Question Answer screen if the user is an Operator. SELECT * --[ADMP_ROLE_ID] -- ,[ACTION_ID] FROM [ADSSPRolePermissions] p ,[ADSSPOperations] o ,[ADSSPOperationURLs] u ,[ADMPUsersRoleMapping] r ,[AaaLogin] l where p.[ACTION_ID] = o.ACTION_ID
Exchange Reporter Plus 4.1 Build 4102 RELEASED
Hi, Greetings from ManageEngine Exchange Reporter Plus Team! We are happy to announce the general availability of Exchange Reporter Plus 4.1 Build 4102, an enhanced version of our Microsoft Exchange Server Reporting and Analysis software. The "Mailbox Permission Analysis" section gets a facelift in this version. Highlights This release includes an important enhancement. Mailbox Permission Analysis reports are now backward-compatible with Exchange Server 2003 environment. Existing Customers! Take
Installing NetFlow Analyzer on a Linux Centos As a Service
I need support to install as Service NetFlow Analyzer Professional Plus 9.1 on Linux Centos. Currently, the application is executed manually. But if the computer will reboot the service does not come up automatically. Regards,
Migrating from 32 bit to 64 bit - Pro and Pro Plus editions
Hi All, We have introduced 64 bit installation binaries for NetFlow Analyzer base edition (Professional and Pro Plus) with our version 9 release. These binaries, available for both Windows and Linux, helps NetFlow Analyzer take advantage of the higher processing power available on 64 bit machines thus scaling up with better performance in high traffic environments. Download the binaries from the below link: http://www.manageengine.com/products/netflow/download.html To migrate from your current 32
How we can integrate Support Center Application With Service Desk Application
Dear Team, i want to know is there is a way to integrate supportcenter with service desk as i want to accomplish these goal which is if a ticket open in support center it's automatically opened in servicedesk thanks
How to setup AppManager to run on SSL
I've looked in the forums and documentation, and I've found some info on how to do this for your other products, but could you please provide instructions on how to setup AppManager to run SSL over port 443, and how to assign a certificate to the server so that our Sys Admins can access the site without having to remote desktop into the server. Thank You, Kris
Wrong link in mail
When we make an announcement and we want it to be send to a list of mail-adresses, this mails opens very slowly. The reason is a wrong link/reference in de html-code of the mail. <style>p { margin-top:0px; margin-bottom:0px}</style> <base href="http://orion/" /> <link rel="stylesheet" type="text/css" href="http://orion/style/htmlarea.css" /> <style> html,body { border: 0px;} </style> <p><font face="verdana,arial,helvetica,sans-serif"> <font style="background-color: rgb(0, 204, 255);"> The link to
Customizable Change Workflows Needed
The notification function of the Change service within SDPlus, in my mind, requires some additional enhancement. One request in particular, is the addition of a "Customizable Workflows" feature. 1. Add a new section called "Change Roles" - This section will allow an administrator to add/edit/delete roles for changes. These roles should NOT be isolated to technicians, as requesters should be able to function in a role. 2. Add a new section called "Change Notifications" - This section will allow an
Business Rules Actions
Hi there, I was wondering if its possible to automatically assign an account name to the request through business rules. We have it actioned to a group but not an account. or any other possible way so i dont have to keep spending time putting account names in. Regards, Daniel
Router netflow data with multiple interfaces enabled pointing to the same port
Is that possible?
8.1 Beta missing features?
Where are the project management and change workflow features? I installed the beta as the Enterprise version and these seems to be missing. Are these not included in the beta version?
Monitoring a table
Below is the table i want to monitor how can i do this mib browser can get me the data but i can not get any data from the monitor i created when i manually poll it. this morning however when i checked the monitor i did see data in it but it was not readable here is the screen shot is it possible to have at least the server name in the instance field. Thanks, Stephen
Which Product should i get??
Hi all, i need to achieve the following objectives:- 1. Desktop management - mainly patch management for Windows clients (XP/Win7) and Windows Servers (2003/2008). Track hardware/software inventory. Software deployment is a plus. 2. Exchange reporting - mailbox size and storage size for Exchange 2003. 3. File Server reporting - NTFS permission report for all network share. 4. Active Directory reporting - users list, password policy,etc. i initially looking at the Desktop Central for (1) & (4), and
More Detailed Email Notification: Installation of Commercial Software Application Detected: Windows XP Professional
Typical email notice for a windows update (see below). Could the email notification possibly tell us what update was applied, instead of just "Windows XP Professional". The details of the installation of a commercial software application in XXXXXXXXXXXX are given below: Software Name Windows XP Professional <------(Instead something like: MS10-065 Security Update for Windows XP (KB2290570) ) Software Version - Software Type COMMERCIAL Computer Name XXXXXXXXXXXXXXX
e-mail commands
I all, I've a problem with the e-mail commands. I'm trying to addrequest/editrequest/closerequest a ticket, but the only thing I'm able to do is add a new request. In all the other cases (edit, close) I only create a new ticket. I read a lot of solutions e discussions in the forum, but I'm still not able to let it works. I have the following version of SD+ : 8.0.0 Build 8016 This is how the e-mail command is configured: and this is the technichan I'm using and, at the end, these are the mails I use:
Eventlog Analyzer cross domain authentication problems
I am having a problem with ELA. I have ELA installed on a server in domain A. I have it setup to collect logs from windows servers in Domain B. I have credentials setup in the host setup for Domain B and it is collecting logs fine. The problem is that ELA is also trying to connect to each of these servers using what appears to the the ELA service account or the current logged in used on the server running ELA on domain A. Since it is passing the domain name of Domain A for the user when it does,
Automated report for open calls for technician
We are wanting to create a report that allows us to send to each individual technician the calls they have open in Helpdesk, the report should only list calls related to the individual technician. Is this type of report possible in SDP, apart from having to create an individual report for each technician? Thanks, Matt
Email Notification
Hi, I just disabled this setting "Send notification to group technician(s) when a new request is added to this group " After disabling this, the technicians no longer receive notification emails when a ticket is specifically assigned to them. However in the Notification Rules this setting was not changed. Thanks, Jon
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