[ESM] Display Assets from Main Helpdesk to New Helpdesk Instance
Hi, Since we use integration between SDP and DC, we know that the assets synced from DC to SDP (main Helpdesk) under Assets tab will successfully display. Our concern is that, we have another Helpdesk Instance and some devices in Main Helpdesk Assets should be displayed in this new instance in order to assign to Users and attach to requests. I couldn't find ways how these device appears in new instance. Appreciate any lead. :)
Is there a way to measure technician responsiveness?
I can create an SLA, but it looks like it only applies to the first response on a new request. I'd like to apply that same concept to subsequent responses to existing requests. E.g. If SLA is 4 hour response during business hours Ticket 1234 comes in on 9/1/2020 12pm Ticket 1234 assigned to technician JSMITH at 3pm Ticket 1234 technician response by JSMITH at 3:15pm Ticket 1234 user reponse by 9/1/2020 at 3:30pm Ticket 1234 technician response by JSMITH on 9/4/2020 at 9am In this scenario, the technician
Errors after deleting Service Catalog additional field
Dear all, a client using ManageEngine ServiceDesk Enterprise 9.4 deleted a custom Service Request field from Admin > Service Catalog > Service Catalog - Additional Fields. As a result the said field was deleted in the DB as well (GUDF_DATE6). Is this expected behavior? It seems this has caused several problems, one of which is that there is a problem with creating a new change from request (Associate Change > New Change button), which fails with "Error occurred at server side, please contact your
best practice for components of computer
hello what is the best practice about components of computer case like motherboard, ram and cpu? can i add ram or cpu as an asset component?
Cancel Request: Use Close Status
We'd like to use this new feature but don't want to add more status types. How could we use the Close status for the Cancellation workflow?
[Term of the Day]:Quality Assurance
Term of the Day “Quality Assurance” Definition — What is QA? Quality Assurance (QA) is a systematic way of creating an environment to ensure that the software product being developed meets the quality requirements. The QA primarily focuses on improving the processes to deliver quality products to the customers. An organization has to ensure, that processes are efficient and effective as per the quality standards defined for software products. The standards and procedures of the QA program help
[ForYourInformation -49] Request template date field enhancement in build 11126
In ServiceDesk Plus, tickets can be classified as Incidents and Services. In general Incident, tickets will be raised in organizations by end-users for an unplanned event that disrupts the usual work or something that is not working properly or could be broken. Service tickets can be defined as a formal request from the user to avail of services that are offered by the organization. Like access to servers, access to an application, password reset, and much more. The Service and Incident templates
[Term of the Day]: Mean Time To Recovery (MTTR)
Term of the Day "Mean Time To Recovery" Definition — What is Mean Time To Recovery (MTTR)? MTTR, the acronym of Mean Time to Resolve (sometimes called mean time to restore) is a service level metric for both service desk and desktop support that measures the average elapsed time from when an incident is reported until the incident is resolved/closed. MTTR = (Total Hours of Downtime) / Total Number of Incidents So, let’s say our systems were down for 30 minutes in two separate incidents in a 24-hour
ServiceDesk Plus and Microsoft ATP Attachment Scanning
We have recently begun using Microsoft Advanced Threat Protection Attachment Scanning on all incoming email. We have discovered that this is not playing friendly with ServiceDesk. The issue is caused by the way that ATP will send the email along with a Preview link to the attachment rather than the full attachment. It will later replace that email with one that contains the full attachment, but by then ServiceDesk has already fetched the email and created the ticket with the preview link, which
How to link articles I create to other articles
I'm trying to make an article currently and I am trying to link an old article I made for reference to this new one. I try to copy url but it juts takes me back to the main screen. Any help would be awesome!
Elapsed time reporting requests by technicians
Elapsed time reporting requests by technicians Separately for: Daily, Weekly, Monthly report.
Launching threat and vulnerability management add-on for Desktop Central
We're so glad to inform you with the all new threat and vulnerability management add-on for Desktop Central, you can easily extend an array of security features to machines that are already managed by Desktop central. The security capabilities of the add-on includes: Vulnerability assessment and prioritization Automatic correlation of patches Security configuration management Web server hardening End-of-life audit High risk software uninstallation Port audit Dive right in to learn more about its
How do I get this View?
I have been searching and searching and cannot find out to set this view. I know it is something simple too as I have had it before but cannot find it. Right now I have this. I hope someone here can help. Thanks
Service Desk Plus - Announcements - Possibility to be alerted when the announcement is removed / updated
On the Self Service Portal of the Service Desk Plus, in the Announcements section, it would be very usefull for end users to be able to "subscribe" to an announcement and be notified in his / her email when the announcement is removed or updated. If the announcement is reporting a global issue, the end users would then know when it has been resolved.
Desktop Central - Free Training Series
Join us for the Desktop Central free training series which will begin on October 14, 2020. This is a 5-week training program which will focus on all the major modules of ManageEngine's Unified Endpoint Management solution - Desktop Central. The weekly sessions will be hosted at 6.30 AM GMT and 11.30 AM EDT. The following topics will be covered on October 14. Patch Management: Automating the patch deployment process Managing third-party applications Updating patches in the remote work environment
Configuration / Script for Windows Event Log auditing?
Is it possible to create a configuration to set options for auditing Windows Event Logs? The settings I'm wanting to configure are event log size, retention, as well as which events to audit successes and failures for. I have a Windows GPO to do this, but would prefer to do it with a Desktop Central configuration.
Time Span for Computers with No User Logon
I just ran the prebuilt Computer with No User Logon report. It is not clear to me how far back the report goes. Several computers show up that I have logged onto within the last month, but not within the last week or so. Can someone confirm how far back the report looks for no logons?
Scan System Fail
Hi i am using DC Build 10.0.560 i was looking for a replacement for the company network windows update deployment server where i have come across this product which came into my liking unfortunately when i want to deploy patches on systems that i have
Update actual start and end dates of task based on the dates set for the related work logs
It will be very help to keep track the actual schedule of a task if the system can: Update the Actual Start Date of the Task with the earliest Start Date of the related Work Logs. Update the Actual End Date of the Task with the latest End Date of the related Work Logs.
[Term of the Day]: System Hardening
Term of the Day "System Hardening" Definition — What is System Hardening? System hardening, also known as hardening, refers to securing and configuring a system in such a way that it reduces its surface of vulnerability to a great extent. This is done largely by removing unnecessary software, hardening default credentials, disabling unnecessary services, and modifying other configuration parameters from default values so that the system works securely for a focused set of services. Hardening
Secure your Desktop Central server from unauthenticated access!
Dear Customer's, At ManageEngine, we consider security as our top priority. That’s why we bring it to your immediate attention, that some versions of Desktop Central Server instances that were hosted as edge devices with weak password policies might be compromised (reported by BleepingComputer). A cyberthreat actor has claimed that the Desktop Central servers hosted as edge devices (publicly accessible) that do not have two-factor authentication enabled and use the default credentials to authenticate
[SDF-38713] Restrict each group to its assets
Hi, All technicians on a site can see all assets of that site. My scenario, for example, is that "help desk" group only sees workstations, "network" group sees only network equipment, and generally each group sees only its assets. software has a feature that only restrict request and change and does not include asset. Is there a solution to my scenario? Thanks.
CSV Import - Password never Expires
When creating new users via the csv import option, how can we also set these users to Password Never Expires?
Cant generate jssecacerts by gencert.bat. java.net.ConnectException: Connection refused: connect
Hi! I cant generate jssecacerts. What the problem? C:\ManageEngine\ServiceDesk>gencert.bat mail.intech.com:995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert mail.intech.com:995 Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\jssecacerts... Opening connection to mail.intech.com:995... Exception in thread "main" java.net.ConnectException: Connection refused: connect at java.net.DualStackPlainSocketImpl.connect0(Native Method) at java.net.DualStackPlainSocketImpl.socketConnect(Unknown
How to integrate ADManager Plus with BambooHR for automated user provisioning?
An effective user provisioning process should form the first line of defense against data security, secure access to critical data and resources, etc for any organization besides being time-efficient and risk proof. ADManager Plus can help you with setting
Detailed report to show template usage
Hi, Would it be possible to get a MSSQL query report that shows template usage, similar to this one? https://pitstop.manageengine.com/portal/en/community/topic/report-to-show-usage-of-templates With a few more details: Add the names of technicians. Add a period of time to cover specific months (June - August this year, inclusive). Group by technician. Kind regards, Alberto
How to add a netflow only device
Hi guys, I have configured a device to send netflow to manageengine, when i go into my Inventory/devices, I don't see the IP address there, if I go to inventory/interfaces I see about 10 interfaces with this device ip address (none of them have any values received) I deleted them and they all came back immediately. What are the steps to correctly add the device (just for netflow not for ncm)? if I do a ncm discovery on the hostname, it doesn't let me add the device, it says already present in inventory.
CMDB Assign to Department Bug
There seems to be an issue when assigning assets to departments in bulk using the Actions > Assign to Department drop-down in CMDB. When doing it this way, the Asset State changes. When editing the assets one by one (by clicking on each asset > Edit), the Asset State does not change (as expected). Before Assign to Department: After Assign to Department: We are on Build 11125. Please let me know if you need more information. Thanks!
Local User Profile Migration to Active Directory?
Is there a way to migrate a user's profile to a domain profile? We are in the process of cleaning out machines that were not AD joined and need them to utilize their AD Profile instead on their same computer.
[Term of the Day]: Incident Response
Term of the Day "Incident Response" Definition — What is Incident Response? Incident response, also known as an IT incident, computer incident or security incident is the methodology an organization uses to address and manage the aftermath of a security breach or cyberattack. A cyberattack or security breach can wreak havoc potentially affecting customers, intellectual property company time and resources and brand value. The goal of the incident response is to handle the situation in a way that
Add multiple Request_ID in single criteria in filter defination
Hi, I want to define filter for request list and set multiple request id in one criteria like attached image. Please add it in next release. Thanks for helping
ASSET API
Hi! Is it possible to get info about assets via API in SDP MSP or in some other way -- for scripting purposes? If yes - please, tell how.
Deployment of applications
Hi, I'm currently evaluating Desktop Central, having used SCCM in my previous jobs. I've created a few application packages in the "Software deployment" section and these work great on a test target machine. However when I go to the OS deployment section I find that if I want to deploy some of these apps during OS deployment I need to create new packages for the SAME application. Am I missing something? Thank you Frédéric
OS Deployment Disk size issues
Hello, I used OS Deployer in my past position, and it worked great for imaging machines, etc. When I first started using the tool, it had issues with drive size mismatching. which, almost made me stop vetting it and going to find another tool - Luckily, engineering introduced auto shrink, and I was able to image systems with smaller drives. Here I am 3 or 4 years later, and again, using the OS Deployer tool within Desktop Central.....again, I am hitting a wall with regards to imaging smaller drives.
Desktop Central/OS Deployment stops 1/2 way through imaging
I'm currently having a weird issue where I can PXE boot into the system with no issues. I can login and select the image I want to use (we currently have 3) and the install begins. But on all of them at around or just over the 1/2 mark the PC reboots. Once it is done the windows image is corrupted and it goes into an endless repair loop. The only thing that has changed that I am aware of is going from SP version 517 to 556, prior to that it was working with no issues.
Email server connection failure
Hi I have a problem with my email server. when i send an email "Sending Notification Failed" message will appear. Also i have Received This Error in Email server Log: "ssl negotiation failed error code 0x80090327" I have a wildcard SSL Certificate from Certum CA .Exported from Email Server and already Imported into Sevicedesk. im Using Servicedesk MSP 10509 database is mssql server here is some Screenshots in attachments
SDP "New Request" Widget missing in Portal Homepage
HI everybody, after upgrading to ver. 11 the "generic" "New Request" widget disappeared. Now there are 3 widget (Incident, Service request, solutions). This configuration it's non ideal for us... It's possible to restore or create a widget in homepage portal to link to directly Catalog ? thanks
Desktop Central 10.0.581
Numerous issues with 10.0.581 installation 1. Desktop Central, Inventory, unable to list printers, just spins and comes up blank. Yes, the computer has mapped printers. 2. OSDeployer - unable to create or update boot disk - receive unable to copy WinPE files - this is a major issue as we cannot image new computers! Overall the version seems half baked, seems as if nothing really works at 100% - cleared cache, all local cache, still no printers.
Distribution Server Questions
Hi, I have questions on DC Distribution Server (DS): Where is the directory/location of software in Distribution Server? Is the location contains software copied from Desktop Central server? Is the Distribution Server works only on Windows Platform? In our LAN we have different VLANs, if my DS is in server VLAN (192.168.10.1) and my clients are in separate VLAN (192.168.1.x), will the clients still communicate to DC which is in different VLAN? After I Install Software, I noticed that it took about
How do we remove technicians from cc list
Hi Team, Often we receive an email sent to our ticket email address but they also cc various technicians into the email, so when we reply to the ticket it includes the technician in the reply email (which we can manually remove). Is there a way of removing the technicians from ticket so that they do not receive email replies? I'd be happy to do this automatically if possible, otherwise on a ticket by ticket basis. Thanks!
Next Page
