Tracking Ticket Quality
Good morning, SDP community, I wanted to throw out this use case and get some thoughts on tracking the quality of tickets. We are running SDP V.12.x and also use Analytics Plus for our support desk metrics. We try to run a disciplined shop. Typically,
What happened to the ability to convert incident to service request button?
We used this feature a lot, but now it's gone. Why does this product continue to remove things that work.
Conversion to Service \ Incident
When we a looking into the manual pages we can find very helpfull function to convert incident to service and vice versa. https://help.servicedeskplus.com/requests/converting_to_service.html https://help.servicedeskplus.com/requests/convert_service_to_incident.html
Live Chat not working?
The Live Chat (with support) option isn't appearing in our Management Console today. And when I click on Support > Contact Us > Live Chat, nothing happens. I'm also having an issue with our Secure Gateway Server, but I'm assuming/hoping that's a separate
Ability to disable Preventive Maintenance Tasks
Hi I was wondering if there was a way to disable Preventive Maintenance Tasks instead of deleting them. This would be a great function to have due to a lot of techs not going into the office or the tasks needing to be done until the office is occupied again. For now, I've auto closed them, but that is skewing the reports that we need to clear up.
Behavior:Win32/PowEmotet.SB
Hi ALL I have issue Behavior:Win32/PowEmotet.SB with MS Defender It's likes to bug in signature base for MS Defender How i can immediately update signature base of defender via DC ?
KB5008285 still being detected on systems that have KB5008263 installed
KB5008263 is the Security Monthly Quality rollup for windows 8.1/2021r2 systems. We normally install this one as it has all of the security fixed that the security only update has. However, this month, KB5008285 is still being detected on windows 8.1/
Daily size report and device count
I am trying to perform some predictive analysis for store requirements given the daily ingress and number of devices. In my previous SIEM, I was able to generate a report that gave me avg data per device, and I was able to multiply that by the number
Error on Test And Approve screen
version: 10.1.2127.13 The "Patch approval status" setting is mixed up. When set to "Test and approve", the text below says "patches will be marked as approved automatically. (And vice versa). Changing from automatically without testing to test and approve,
build 12208
after upgrading to build 12208, connection error. can't click on devices, nor anything else.
Restrict Requestor visibility of Service catalogue by Site
Hello, I know that we can restrict Technicians view of a incident or service catalog form by Support Group. And we can make a form visible or not visible to a Requester using the tick box. However is there are way we can restrict Requestors visiblity
Log4j Vulnerability: Workaround steps to protect EventLog Analyzer (For Versions Below 12146)
This post has been updated on 21/12/2021 Dear users, Two high severity vulnerabilities, (CVE-2021-44228 and CVE-2021-45046), impacting Log4j utility, were disclosed recently. We have found no evidence of any successful exploitation in EventLog Analyzer
Bug: Unable to add url to an image (Custom Triggers)
Just upgraded to v12003 and we are unable to add an url to an inserted image within a Custom Trigger notification. 1. Image is added 2. Click on Image and select 'More' and then 'Link' 3. Link box opens 4. Unable to type or paste within the highlighted
opmanager central trial - license issue with access points
hi i'm trying to login to the central and i get : Your current license allows you to monitor a maximum of 0 Access Points. You can either choose the limited Access Points you want to monitor here or procure a new license. so i went directly into the probe
Your license count has exceeded its limit. Please contact an administrator with access to all modules.
how do I log into OPManager to fix this?
bulk update worklog type
Hi, I am re-architecting the worklog types and could use a method to bulk update worklogs in order to migrate the worklog type from oldA to newA value. Any way to do this? otherwise its over 250 tickets with multiple worklogs i have to click into and
Audit or worklog of technician
Hello, almost any action are stored in history's e.g. history of incidents, changes, problems, tasks or whatever. Now is there a way to get a work-log (or may called audit log) of an technician to see the sequence of all changes/modification done by a
Browser Management Associated App Links
Hi, I'm diving into the browser management panel of Desktop Central and have been trying to find a way to skip the user interaction process in Google Chrome for a particular site that calls a local app that we install for most users. After the first time
Does ManageEngine test patches before release
Hello All, I am new to the Manage Engine product and my group has stated that Manage Engine tests Microsoft patches before they get released to us clients for install on our end devices. Is this accurate? Thanks, Scott
Staging client's missing patches locally before installing
Is there any way within Patch Management module that enables Desktop Central clients to automatically download all the missing patches to stage them locally beforehand so the clients only need to install them during deployment thus saving time for deployment
Report - List computers not in a automatic patch deployment task
Hi Team, Is it possible to view all computers that are not in a "automatic patch deployment" task or list computers that are in a "automatic patch deployment" task? Best Regards, Sigvaldi Geirmundsson
Android Autoupdate profile is not working
Hello. We have profile to automatically update Android phones but it's not working. When I removed this profile from my phone I still cannot do any updates by myself, getting this information "Software updates are controlled by your organisation. Contact
Initial setup of Service Desk Plus
I'm doing my initial setup of service desk and we want tickets created when emails are sent to helpdesk@ourorg.com. I have found the incoming mail settings, but our mailbox is a shared mailbox. Does it work with a shared mailbox? If yes, can you direct
Change Approval - On approval stage "the approval process for this stage was skipped"
If the Change Requester and Change Manager are the same person, the approval process for the Approval stage gets skipped. Is there a way to disable this automatic "assumption" of approval if Change Requester and Change Manager are the same?
Logon to RDS Server in a collection with PMP
Hi, Can PMP be integrated with RDS farms? I have a specific use case, I need to connect to a particular RDS server but by default we are redirected to the less loaded one automatically. In order not to be redirected for administration purposes, we use
Update on the recent Apache Log4j2 vulnerabilities - Impact on ManageEngine Analytics Plus
Last Updated on : 22nd Dec 2021 09:00 GMT Three high severity vulnerabilities, (CVE- 2021-44228, CVE-2021-45105 and CVE-2021-45046), impacting multiple versions of Apache Log4j utility, was disclosed publicly on December 9, 2021. We have found no evidence
Email Note to Requester
As everyone is aware, it's been on the 'ask' list for years: https://pitstop.manageengine.com/portal/community/topic/e-mail-note-to-requester Wondering if this MSP custom schedule/script could be used to email requesters when a Note is added to their
SLA settings
Good afternoon. Tell me how to configure the system so that the SLA time counter automatically stops if the last response was from the agent and resumes if a response is received?
send Tabular Report by Email daily
we have one tabular report created by an ex-employee and configured to send this report daily to multiple technicians, we need your help to find out how to change the sending settings for such a report
Blank Page
Hey guys, anytime a requester clicks on that "Request a Service" the page comes out blank. I want the default request form to show but it comes out blank. Does anybody know what I can do? Kindly see attachment.
Aeromexico Cancellation Policy | Cancel Flight
It can sometimes be necessary due to changes in time or special meetings. So the only thing left in this situation is to cancel the reservation. If you have booked Aeromexico Airlines, then follow the steps below to cancel your booking and there is no
Release announcement: Build 5070
Hello everyone, We are happy to announce the release of Analytics Plus build 5070. In this release, the recently disclosed Apache Log4j vulnerabilities (CVE-2021-45046 and CVE-2021-44228) have been addressed. Existing Analytics Plus users can click
Behavior Change in Custom Trigger Scripts
Dear user, The current_stage and approved_stage keys in custom trigger input JSON are renamed as current_level and approved_level respectively. Users are advised to update their custom trigger scripts accordingly as the older keys will be deprecated
New Release: ADManager Plus' latest build 7122 with precautionary measures for Log4j vulnerability unveiled. Update Now!
Hi, We are happy to let you know that we have released the latest build of ADManager Plus, 7122. This build includes precautionary measures to protect your ADManager Plus instance against the Apache Log4j vulnerability. Download the service pack, to update
Dont want users to register\enroll
Newby, How do you disable the feature where users have to register and pick a string of question\answer?
ServiceDesk Plus - "Announcements", Password Manager Pro (PMP), Licensing
Hello, ServiceDesk Plus 12.0 (Build 12004) A few questions: 1) When making Announcements, how come it does NOT show on the Home page. If you click "Show All" (with filter option for "All Annoucements"), it still will not show on the next window. Sometimes,
Unable to Start PMP Service
Hello! I've gotten the following error when trying to start the PMP service: "The description for Event ID 7024 from source Service Control Manager cannot be found. Either the component that raises this event is not installed on your local computer or
Auto assign assets to site when assets are created ?
We want technicians to manage their respective sites without seeing each other. In assetexplorer there is a option "Auto Site Allocation" Is there anyway to do it on SDP Cloud? Can i use trigger and custom function to do it ? but i can't understand custom
worklog that has been billed cannot be edited
In SDP MSP the worklog has been billed... a feature i no longer utilise . But when attempting to uplift worklogs by staff the worklog is now not able to be edited and says its been billed. How can I get around this? i have a couple of hundred worklogs
ngix log4j vulnerability
Hello, We see attempts to exploit log4j in the Secure Gateway server, it is related to nginx process. This happens even after patching Secure Gateway to latest version. Is this nginx patched against log4j? installed nginx version is 1.19.9.1 Regards.
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