Next Release : Enhancements in Maintenance(new tab), Problem and Developer Space
Dear Users, We are planning for the next release with enhancements in Maintenance(new tab), Problem and Developer Space. Below is brief details on the features : Maintenance Module Preventive Maintenance Tasks are now converted as Maintenance module from where you can schedule and manage maintenance activities. Once a maintenance is scheduled, it will be executed as auto-generated requests to ensure smooth operating efficiency. The requests can be generated daily, weekly, monthly, periodically or
custom trigger in incident and change
Hi, custom trigger in incident has features that do not exist in change. There isn't email notification, sms notification, operational hours in change, which is as useful in change as it is in incident. Will these features be added in future versions? Thanks.
[Tips & Tricks] Populate Department name based on selected User name
Scenario: A particular incident template has 2 additional fields "User name" and "Department name". When users submit a ticket with this specific template, while typing the name ( on the user name additional field), it should populate the appropriate user names list within the ServiceDesk Plus. On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field. Solution: Create a new 'Single Line' additional fields for "UserField"
Message on mib browser
I am trying to run snmpwalk, it works fine, but after the last mib it throw an error: Request Failed: Get Response PDU received from 127.0.0.1 Error Indication in response: There is no such variable name in this mib. Errindex: 1 Is it an error? or Is it expected when tree is ended?My snmp agent is returning SNMP_ERRORSTATUS_NOERROR. It gives error after last mib of the tree. snmkget works fine on same OID.
Can we integrate all the attributes from Azure AD.
I wish to integrate all the attributes of requester from Azure AD. When we imported it just takes the first Name, last name and Line manager. We wish to take all the department, organisation, all attribute details from the AD How can we do that?.If so How?
SSO Integration with Microsoft Azure
Dear all, I would like to integrate my Helpdesk ManageEngine On Demand instance with Microsoft Azure Active Directory to enable Single Sign On. I have been able to find the steps to do the integration with On-Premises Active Directory here: http://ondemand.manageengine.com/service-desk/ad-sso-integration.html, but I couldn't find anything on how to do the integration with Azure. Help?
API v3 - Can't close tickets
We are able to create tickets that are already in the closed status, but we can't close existing tickets via the API. Using the below Powershell snippet OR Postman, I can't get the call to succeed: If i purposely malform the request, I can get a JSON formatted error from the API, but in the correct format, I receive an HTML 401 page. Powershell snippet to close a ticket: function Close-Ticket { param([Parameter(Mandatory=$true)][Int64]$TicketId, [Parameter(Mandatory=$true)][String]$ClosureComment, [Parameter(Mandatory=$true)][ValidateSet("success", "cancelled")][String]$ClosureCode)
REST API criteria
Hi! Can I make a complex request to the REST API? Logic: ('CI NAME' CONTAINS "value" OR 'Description' CONTAINS "value") AND ('Asset State' = 'Approval' ) Possible example: <criterias> <criteria> <parameter> <name compOperator="CONTAINS">CI Name</name> <value>server</value> </parameter> <reloperator>OR</reloperator> <parameter> <name compOperator="CONTAINS">Description</name>
Disable new request button for users
Hi, We're using servicedesk plus and I was wondering if it's possible to disable the new requests button for users. We want to only give them insight in their requests, not give them the ability to log requests them self. Thanks in advance
[Tips & Tricks] Auto-approving a change
Hello folks, A change is to control risk and minimize disruption to associated IT services and business operations, consequently ensuring that the best possible levels of service quality and availability are maintained. A major change that can have a medium to high impact on business operations and may have financial implications that always requires CAB approval, as well as management approval. Whereas, changes like patch deployment or OS upgrade that occur routinely and have low impact, less risky
Add custom security to the report folders for groups or technicians
A lot of our Servicedesk plus clients need to use custom security in the report folders. For example: IT service group or technicians could have access just for their reportes or Security department have access to the security reports. It is possible this functionality?
Copy file to Desktop client - File Folder Operation
Good morning i need to copy a file from a source to a destination. the destination is the desktop of the logged in user. If the script targets the user's name it works. (Source File \\ 192.168.10.9 \ data_exchange \ ced \ restore \ AS800.lnk Destination Folder C: \ Users \ User05 \ Desktop Copied Successfully! File is copied). If the destination is written with a variable the script says Ok but the file is not copied. (Source File \\ 192.168.10.9 \ data_exchange \ ced \ restore \ AS800.lnk Destination
[ForYourInformation -48] Comparing Service Level Agreements (SLAs) and Operational Agreements (OLAs)
A Service Level Agreement (SLA) is an agreement signed between an IT team/service provider and users/customers to provide a particular level of service. It can take the form of a formal contract or a statement that may include several operational metrics. SLA focuses on the service part of the agreement, like uptime of services and performance. Unlike SLA, an Operational Level Agreement (OLA) is an agreement between the internal support groups of an organization that supports SLA. According to the
Can we colour code by Techinican
Kia ora everyone from New Zealand. Very new to this product and also not the superuser here at work so i was wondering if we can colour code the requests by technician. i see we can colour code by Group, Priority, status but not by tech 1# is this possible, if so; 2#how can i do it
report project and departament
Hel I get this report monthly but I would like to add the departament column or type of task that is the same for projects. Can you help me? Thank select max(tc.chargeid)"Charge ID", max(au.first_name)"Técnico", max(ct.description)"Descripción", max(pd.title)"Proyecto", max(md.title)"Fase", max(td.title)"Tarea", TO_CHAR((sum(ct.TIMESPENT)/1000 || ' second')::interval, 'HH24:MI:SS') "T. Empleado", longtodate(max(ct.ts_starttime))"Código", longtodate(max(ct.ts_starttime))"Start Time", longtodate(max(ct.ts_endtime))"EndTime"
Change custom requests columns in request list for all users
Hi, I'm searching for option or query to change default columns in requests list for all users. Do you have any solution? What should I do? Thanks for helping
[Term of the Day]:VoIP
Term of the Day “Voice over Internet Protocol” Definition — What is VoIP? VoIP stands for Voice over Internet Protocol. It can also be referred to as IP telephony or internet telephony. At the simplest level, VoIP phones use hardware and software to handle telephone calls using VoIP technology. The traditional method for domestic and business telephone systems used the legacy technology of the Public Switched Telephone Network (PSTN) or Integrated Services Digital Network (ISDN). In VoIP telephone
change password, Active Directory
Hello when I want to import users from Active Directory to servicedesk plus, can I filter the import Process users from Active Directory? For example, can I set a filter that does not import password of Users when import users from Active Directory? my senario is when user in servicedesk plus change password, after Import User(s) from Active Directory or use Import Schedule User(s) from Active Directory, password of user change to Active Directory Password. I do not want this to happen and I want
Exporting all incidents
I need to get an export of all incidents and notes but the normal route i'm seeing being recommended by doing the New Custom Report --> All Incidents, isn't exporting all the data I need. The main portion I need is to be able to export the requester email address (email of who opened the ticket) and all the notes from the ticket. The ticket ID, Description, status, priority, created date and subject all export fine through the custom reports, I just need a little more info with the export. Is there
Importing users with the Provisioning Tool
When importing an Active Directory user using the Provisioning Tool, I want to set the user's language to Japanese. However, the language information is not registered in Active Directory. Is it possible to set Japanese as the default value? I'm sorry for my bad English.
What`s ADAudit Plus default database credentials on PgSQL?
Hi, I need to collect data from database for my own analytical tools. I`ve just installed ADAudit Plus, I know that it uses PgSQL, but I need proper superuser account credentials on SQL server and port number by default.
[Term of the Day]: Geofencing
Term of the Day "Geofencing" Definition — What is Geofencing and what is it used for? Geofencing is a location-based technology for setting geographic boundaries defined by GPS or RFID technology and the administrator can set up triggers that send a text message, email alert, or app notification when a mobile device enters (or exits) the specified area. Use cases for Geofencing are diverse, with both major enterprises and local businesses now embracing location-based offers. Here are some of
OpManager: Report of software installed on Windows Servers
Hello Support, We have OpManager Professional v12.5.166 installed on Windows Server 2019 with MSSQL 2017 database. I note that the installed software can be viewed on Windows servers: From OpManager, is it possible to generate a report of the software installed on all Windows servers? Any query report? Regards, Rafael Vega.
email integration
Hi. I'm using servicedesk plus, and I have it integrated with email, to let the users to open SR. I have configured some alerts in notification rules. The only thoing I don't know how to do is communicate with user via email, I allways have to send answers to users from the console itself. Could be great to enter the application only to change status of SR's, not to answer the users to their SR. How can I communicate with users via email? I hope I have explained OK. Thanks.
Inability to force-own a Change Ticket (CID)
Hi, Is there a way any of the Team member to force-own a specific Change Ticket (CID)? There is a challenge when the Change Ticket owner is on a long leave or on an Emergency, we cannot force-own his ticket since only him or a "superuser" can re-delegate or re-assign the Ticket. Thanks!
Checklist Problems and Ideas
Good Day I really like the new Checklist function. However, I think there are a few things that could be improved. First, there is a character limitation to the Item Name, which limits us in describing what to do. It would be great if this limitation could be lifted. Second, I tried to put some of the information alternatively in the help text field, however most of the time it is not displayed. For example I added some URLs, which are not displayed when hovering over the information icon. It looks
Cross Domain Email
My main and largest client has 3 IT Techs in house. They want the ticket replies for their users to come from their corporate email addresses (Or at least appear to), but still have the system track all threads between technician and end user until resolution. Is there a way to accomplish this without creating a Federation between our corporate O365 Tenant and the Client's? I have been at infrastructure and application role outs for 21 years (Specializing in Citrix, you get pretty strong at rolling
On Hold Automatically Changes To Open Whenever The Requester Replies
Dear All, Is there a way to stop the ticket from automatically changing from On Hold to Open when a requester replies to their requests? Thanks
Convert CREATEDTIME to readable format
I am trying to run a custom report from our MS SQL Server and the dates are important. All of our ticket's CREATEDTIME show up as "1169135575865" I have the SQL statement below that gives me any ticket created between 1-1-2007 and 3-21-2010 which is working perfectly. Now I need a method to display the CREATEDTIME in a readable format such as 3/31/2010. Ultimately I want to group tickets based on CREATEDTIME into each month. WHERE DATEADD(s,WorkOrder.CREATEDTIME/1000,'01-01-1970') >= convert(varchar,'2007-01-01',21)
[SDF-81171] agent for discovering Linux, android and IOS
Hi, Is there an agent for discovering Linux, android and IOS operating systems? Many services are located on Linux servers and the SSH protocol is not suitable for their Discovery. Also, due to prevalence of using mobile devices, many users use Android and IOS operating systems, and many of the organization's software work on these operating systems. Is there a plan to solve this problem? Thanks.
Request Type Not Available In Reports
Is there a reason the Request Type field is not available when selecting columns for a Custom Report? Oversight?
[SD-89689] How to modify "Attachment dropped due to size restrictions" notification
When You send a mail for fetching with a document more than the limit. You received a notification. We want to translate this notification and add a link to upload the large attachment. Where do you modify the notification? Regards
[Tips & Tricks] Best Practices for Password Management
First, I want to provide you with some statistics from the 2019 State of Password and Authentication Security Behaviors Report, which compiled the results from a survey of 1,761 IT and IT security practitioners: 69% share passwords with colleagues to access accounts. 51% reuse passwords across their business and personal accounts. 57% who have experienced a phishing attack did not change their password behaviors. 67% do not use any form of two-factor authentication in their personal life, and 55%
New Release: ADManager Plus 7062 (September 2020)
We are excited to let you know that the latest version of ADManager Plus--build 7062 has been rolled out. You can download it from here right away! The details of the release are mentioned below. This release adds password change alerts to change the default password of ADManager Plus' admin account. Cheers, Team ADManager Plus Toll-Free: +1 888-720-9500 Email: support@admanagerplus.com
Asset Explorer - Updating and Migrating
We're currently using Asset Explorer 6.1.0 Build 6128 on a Windows 2012 server. I would like to update the software on the existing server then migrate to a new Windows 2019 server. Could anyone point me to any instructions/documentation to accomplish this task? Thanks in advance.
Convert assigned time to date / time
Hi i would like to convert the following 1435092529026 in to date / time. What would be the formula to convert Thanks Microsoft SQL 2012 Service desk plus build Your Version: 11.1 Build 11118
Authorization Warning : on accessing view solution from Self Service Portal
If you happened to come across situations, where users are unable to access "I am looking for a Solution" from their Self Service Portal, even though they have access to the solutions tab. Then this article is for you. Behavior Change: 11118 SD-89683: If any custom widget is configured with the '/SolutionsHome.do' URL, then the operation param '/SolutionsHome.do?action=view' must be included in the URL, or else an error message mentioning "you are not authorized" will be thrown. Solution: (Applicable
[Term of the Day]:Unified Threat Management
Term of the Day “Unified Threat Management” Definition — What is UTM and its benefits? Unified threat management (UTM) is an information security term that refers to a single security solution, and usually, a single security appliance, that provides multiple security functions at a single point on the network and protects the users from a blend of sophisticated cyber threats. The all-in-one solution will make your IT security much simpler, more unified, and easier to manage. A UTM appliance
DATA SECURITY - Issue Ransomware Detection
Hello, I configure a test serveur with the Data Security (Version : 6.0.4 / Build : 6043) I create this alert (Ransomeware) I create a PS script to : * Disabled user access on share folder (it's faster than disabled user on AD) * and of course disabled user on AD This script works. It is not optimized because I'm not an expert, but it works $_SRV = $args[0] $_USR = $args[1] $_DRIVE = "R:" $_DATE_FULL = Get-Date -Format "yyyyMMdd HH:mm" $_DATE = Get-Date -Format "yyyyMMdd" New-SmbMapping -LocalPath
ServiceDesk Plus MSP - version 10.5 - Build - 10511 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10511. Please refer to the Migration path table available here and upgrade to our latest build 10511. Enhancements : SDPMSP-15210: You can now restrict Account Managers and Point Of Contacts from creating public reports. SDPMSP-15269: SDAmins can now access restricted APIs on read-only mode. SDPMSP-15286: You can now configure the mail server with Modern Authentication (OAuth 2.0) for secure and delegated access. Refer
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