Export KPI and SLA in real time to external visualization
Hi! Some customers are demanding a real-time dashboard with typical kpi as live critical requests, requests per category, type, etc... Analytics Plus covers the presentation, but updates once per hour Giving the customer a technician user to see one dashboard is a non desirable option We've successfully created some dashboards in powerbi, which can reduce the analytics update times, but the concep is the same as Analytics Do you have some recommendation to achieve this? Thanks in advance
Requester Details not updating after AD import
We have a customer base of about 2000 people. Often these customers will move to other departments and physical locations. When this happens their information is updated in Active Directory. However when SDP does a sync from AD it does not write over old information it seems. We are starting to realize that the physical addresses for requester's (found in SDP) no longer match what is in AD. It also doesn't seem to remove their old department either. I can make changes manually to a user in SDP,
Links in this forum's "new comment" notification emails don't work
If someone posts a reply to a topic I add here, I receive an email with the subject line "New comment to ...". At the bottom of the email is a "view this topic" link. Although the URl of the link is like https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Community/singlepost ... it takes me to a sign in page with a URL starting with: https://accounts.zoho.com/..... The credentials I use to access this forum don't work to log in there. I have to get in the normal way, then search
AD360 build 4229 released
Hello everybody ! We have rolled out the latest build of AD360 - 4229. Update now to enjoy the new self-service password reset feature and other enhancements. Highlights: Self-service password reset: Allows domain users to reset their passwords from their
Updated By
Hi Is there any way of reporting who first updated a request after it was created? I can see it in the history of the request but I need to be able to report on it. Thanks in advance.
Send Message
How To Send Message For One Requester? No email and No sms
Error while restoring SDP database backup in a new environment (SQL Server 2017)
I am trying to move SDP database in a new environment. Backup using backupData.bat --trimmed went well. But when tried to restore data in new environment, I am getting error. Following is the output. Need help here please. D:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB
Problems upgrading from 11115 to 11119, Postgres upgrade
Hello I am having a few issues with an upgrade of ManageEngine from 11115 to 11119 on a Linux host. On upgrade, it seems as though that pgsql doesn't upgrade correctly - I see entries in the log that read: 26-Jun-2020 2:55:51 PM [com.adventnet.persistence.PostgresPreProcessor] [INFO] : /home/manageengine/ManageEngine/ServiceDesk/bin/initPgsql.sh: 186: /home/manageengine/ManageEngine/ServiceDesk/bin/initPgsql.sh: /home/manageengine/ManageEngine/ServiceDesk/tools/postgres/bin/gettimezone: not found
arn run the script into the Mac Laptop
after running the script get success running and still cannot show into the Inventory system. am not sure if am missing some steps I need help on this Thanks
[ForYourInformation -36] Special characters in attachments filename
Dear users, With build 11008, we brought in a restriction with uploading attachments that have certain special characters (mentioned below) in their filename due to security reasons. ()&\/ If you happen to encounter the below error while uploading attachments in the application, please check for these special characters in the filename and remove them. "Invalid characters present in the filename. We recommend to use only alphabets, numbers, dots, hyphens, and underscores." Once removed, you should
Attach file with ()
When I try to attach a simple file this error occurred: Size file: 25 KB File name: Image- ( 1 23 4 ) Bg.png Type: png ٰThe file name have character of parentheses )( but when I delete () in the file name, it's OK, Cannot attach the following files [], as the size of file exceeds 40M
Autodesk Civil 3D packages
Hi, Has anyone had any luck (or attempted) creating a deployment of AutoCAD's civil 3D (either 2019 or 2020) and be able to deploy it using DC? We have a command line that works either from the PC itself or using a remote command line. Our command line that works is: \\domain.com\shares\DCShare\Autodesk_Civil3D_2020\Img\Setup.exe /q /I /w \\domain.com\shares\DCShare\Autodesk_Civil3D_2020\Img\AutoCad_Civil_3D_2020.ini When we try to deploy it just seemingly hangs and after the 4-hour time out it'll
Translate "Previous Approval Details"
I can not find this "Previous Approval Details" to translate
cached credentials for remote user's PC
Hello All, With the pandemic that enforce organizations to let their employees work from home, digitization played the most important role to facilitate organizations to achieve their goals. As a result, we have all touch the challenges and benefits from digitization, specialty if the orgnization is not ready to adopt remote working or telecommuters. Thus, when it comes to access management, through reset password or unlock accounts the ADSelf service was very beneficial to reduce the cost and operation
Request Management - overview of all conversations of technician and requester in a request
This report gives an overview of all conversations of technician and requester in a request. SELECT wo.WORKORDERID "Request ID", (aau.FIRST_NAME) "Requester", (wo.TITLE) "Subject", (ti.FIRST_NAME) "Technician", longtodate(wo.CREATEDTIME) "Created Time", longtodate(c.createdtime)"Conversation CreatedOn", c.title "Conversation title", longtodate(n.notificationdate)"Technician reply CreatedOn", c.first_name "conversation by", c.description "conversation Description", n.notificationtitle "NOtification
Disable [Send] button for a few second after clicking on it to avoid duplication
Hello We are on SDP MSP and sometimes it happens when a technician presses [Send] in Reply form and having no visible feedback presses it again and again, meanwhile the system sends notifications each time Would it be possible to fix (prevent) such situation by using a popular approach to disable the button temporary for a few seconds to force a user to be more patient and wait for a feedback? Even this PITSTOP support site uses such the trick and here when you push [POST] then this button is grayed
[Term of the Day]: VPN
Term of the Day “Virtual Private Network” Definition — What is a VPN and its purpose? Virtual Private Network, better known as a VPN, is an encrypted connection over the Internet from a device to a network. This encrypted connection ensures that sensitive data is safely transmitted by preventing unauthorized people from snooping on the traffic and allows the user to conduct work remotely. VPN technology is widely used in corporate environments. It connects business networks together securely
[Tips & Tricks] A Guide to troubleshoot issues related to ServiceDesk Plus notifications
If you happened to come across situations, where ServiceDesk Plus notification works but fails to deliver on certain occasions. Then this article is for you. There are 3 possible scenarios, where the notification trigger gets restricted. 1.Intelligent notifications feature: ServiceDesk Plus will suppress notifications on scenarios if the requester and technician are the same users. When the logged-in technician (requester of the ticket) performs actions ( like updating or closing or resolving
Problem with Priority/Priority Matrix for Changes and Problems
Hello, I believe there is a bug in how impact, urgency, priority, and the priority matrix were created. If the administrator sets the priority matrix according to impact and urgency, only incidents and service requests follow the rules dictated by the priority matrix. Changes, problems, and any other request does not follow the rules dictated by the priority matrix. The priority matrix setup tab doesn't explicitly state anywhere that the priority matrix rules only apply to incident and service requests
E-mail user when a request is resolved. - not beeing send when reque
E-mail user when a request is resolved. - not beeing sent when request arrives via email. On all other situations ( request open on Portal even if the field "Mode = Email") it works fine.
Unset Tasks from Form & Field Rules
Hello, Has anyone experienced issues "Unsetting" tasks using the "Form & Field Rules"? I have tried different conditions but nothing will "Unset" the tasks. I am using a service request to facilitate User Deactivation procedures. I have HR initiating the request and the editor(manager) "Updating" the request by making selections on several "Resource Fields". I have about 10-15 tasks in the Workflow section and just needed to simply hide tasks based on the responses of the manager. I cannot get any
Find word to translate through Browser Inspect
Is there an easier way to find the word for translation, for example through Browser Inspect?
Query to show user with no email address
Hi how do i create a query to show a list of requester accounts that do not have an email address? i am using ServiceDesk Plus 11.1 Build 11115 regards Graham
Monthly Count of Request, Ave. Time to Respond and Ave. Time to Resolve
Hi guys, Any idea how can I create this custom query/report? Monthly (or previous month) Count of Request, Ave. Time to Respond and Ave. Time to Resolve Criteria: Support Group Technicians Product: ME ServiceDesk Plus (Standard) Version: 11.1 Build 11115 Database: PGSQL Thanks in advance for your help.
[ForYourInformation -39] Request cannot be completed - Impact and Urgency
As you might know, using request closing rules fields can be mandated to close a request. We often receive tickets from our customers stating that they are facing issues with closing requests with the errors below, "Request cannot be completed. Please fill the following fields - Impact" "Request cannot be completed. Please fill the following fields - Urgency" This mostly occurs to customers who downgraded their ServiceDesk Plus license from enterprise edition to professional or standard edition.
Update SDP to 11118
Hi, pls. Need help) Press i to Install v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:/home/root1/18.ppm Verifying if the product is ready for upgrade and the given patch is allowed ove Verifying if the product is ready for upgrade and the given patch is allowed ove
Request cannot be completed. Please fill the following fields - Impact
Good Day Can you assist, i am failing to close my request because of the following error "Request cannot be completed. Please fill the following fields - Impact " I have also attached the results of the query that i ran Regards
Health Critical with Root Cause Data collection script is running too slow and it is timedout
I found my APM generated email error for my system like this This is an auto generated e-mail triggered because of the following entities being monitored : Monitor XXX Attribute Health Reasons Health of XXX is critical Root Cause Root Cause : Health of XXX is critical. Root Cause : 1. Data collection script is running too slow and it is timedout. Additional information This information has been generated by APM which should I focus to avoid this error thanks
Automatic reminder email
Good afternoon, tell me please can I configure the SD settings, send daily reminders to the Requester if the request is in the "pending response" status, i want that an automatic reminder email is sent to the Requester every day if he is not answered.
User Provisioning series - part - 6
Over the last few weeks, we have been explaining how to automate user provisioning, set up HR-driven user provisioning, and more. If you missed them, click here to catch up. Automation coupled with a well-defined workflow helps accelerate the user provisioning process while also ensuring adherence to compliance standards. For example, with the use of workflows, you can ensure that user accounts are created only after the necessary approvals of designated authorities such as HR managers, financial
[Term of the Day]: Sandbox
Term of the Day “Sandbox" Definition — What is a Sandbox? Literally, a Sandbox is a play tool, used in beaches. Children play with sandboxes and experience various forms of sand structures. Today, the meaning of this word has evolved. In the context of the IT environment. The sandbox is an isolated testing environment that allows users to test something depending on their organization's goals before it is deployed on a live/production environment. Sandbox technology is most commonly used in security testing
Custom Query Report on SDP Cloud
Hi all, I'm doing a POC for a customer and it's the firts time we try SDP Cloud. Let me say that the new UI it's amazing, it's the main missing thing from the SDP OnPremise VS competitors, so nice catch! But, apart of one bug with form rules (for what I have opened a ticket), I'm missing the feature to create custom report by query. For example, my customer need the same report as this thread https://pitstop.manageengine.com/portal/community/topic/timespent-report-requests-project-and-changes how
How is PMP remote traffic works?
For example I wanted to use RDP function into my country server at Malaysia, but the PMP server is actually on Europe Is the PMP traffic going around like Client (Malaysia) --> PMP Server (Europe) --> Server (Malaysia)?
Office 365 SMTP cannot work suddenly
Hi, we have configured Outgoing using O365, but suddenly last friday it is stopped working. we already tested to telnet to port 587 and passed. Already search everywhere and this configuration is already correct. Kindly anyone can share if something wrong because it been 3 days the notification did not work at all.
sort project report on "Task Order" field
I run a custom project report and sort by Milestone's and Task's (sql query at end of post). In the Project > Kilestone > Task window you can reorder the tasks, is it possible to sort Task's column by the "Task Order" field. See image below. I have looked at all the fields in the taskdet table and cannot find anything. I'm running 11.1 Build 11117 Database is MS SQL Thanks Sal SELECT projectdet .PROJECTID "Project Id", projectdet.TITLE "Project Title", projectowner.FIRST_NAME "Project Owner",
Flag system confirmation mail as a first response
Hi, When the system sends a confirmation mail, would it be possible to flag this as a first response and not wait until a technician sends a reply? Thanks in advance. Kerim
mx.zohomail.com Email rejected your message
Hi All, I deleted a technician and assigned the tickets to a new technician, however now Im getting bombarded with the following issue,any ideas?? any ideas? mx.zohomail.com rejected your message to the following email addresses: noreply@zohoaccounts.com Your message is too large to send. To send it, make the message smaller, for example, by removing attachments. mx.zohomail.com gave this error: MailPolicy violation Error delivering to mailboxes Diagnostic information for administrators: Generating
Create Purchase Order From Email With Business Rule
Is it possible to create a business rule that looks for incoming email with certain text in body and then creates a purchase order that shows on the Purchases Tab??
[Term of the Day]: ITOM
Term of the Day “IT Operations Management” Definition — What is ITOM and why do you need it? IT has become the backbone of all business operations. IT operations management (ITOM) is the administrative area involving technology infrastructure components and the requirements of individual applications, services, security, networking, storage and connectivity elements within an organization. ITOM has become crucial to every business as it helps optimize the delivery and maximize the quality of
Apply License Renewal to Expired OpManager Probe Server
I've received a new license file after the previous license expired. I've managed to apply the license file to the primary server, but can't seem to work out how to apply it to the Probe server. Tried restarting and stopping/starting services but no luck. Is there a step I'm missing? Thanks!
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