Delete departments
Hi, I want to delete the unused departments from the department list. It is now very messy. When I tried to delete departments, an error saying that it is associated with other modules in the system. I understand that there might be some users, requests, modules associated with the departments. So how could I find out what are associated with the departments and how can I disassociate them and finally delete the unwanted departments? I am running SDP Enterprise 11.0 build 11000.
automatic unlock when resetting password
Is there an option to automatically unlock an user when the password gets resetted? thx in advance
Flat UI - GINA
HI, Thanks for the recent Flat UI update for the admin console. will this also be extended to the GINA? I seem to remember seeing some screenshots posted on the forums here which showed a Flat UI for the GINA but after updating to the latest build the GINA UI is still the same as previously? Thanks, John
Evaluating and have some questions
I am evaluating the ADSelfService Plus. I have a few questions. 1. I created some "Technicians" I asked one of them to sign in. They had never signed in before. I would expect normal behavior to be that the software would recognize they have never signed in before and walk them through creating an account with reset questions etc. then take them to the dashboard. In this case they went directly to the dashboard. How do I force it to set up someone that is noted as a Technician for password
Anyone else unable to deploy a registry entry with curly brackets?
I'm trying to deploy a registry configuration to my workstations, but if the value I'm trying to deploy has curly brackets { }, the page just hangs and doesn't submit. If I remove the curly brackets and leave everything else the same, the configuration is created just fine. This is a problem of course because I need the curly brackets. Has anyone else encountered this? Here's the registry entry I'm trying to push. Windows Configuration > Registry (Computer) Action: Write Value Header Key: HKLM Sub-Key:
[Term of the Day]: Phishing
Term of the Day “Phishing” Definition — What is Phishing? Phishing is a cybercrime of deceiving people into sharing sensitive and confidential information. The term ’phishing’ is derived from the word fishing, because criminals are setting out hooks to "fish" for usernames, passwords, credit card information, network credentials, and so on from the "sea" of the Internet users. This attack is usually done by posing as a legitimate individual or organization via phone or email, cyber attackers
Does anyone have PowerShell API V3 examples?
I am looking for some Custom Trigger scrip examples written in PowerShell ´for the new V3 API. Much appreciated. /Rasmus
Make new field mandatory in Worklog with pop-up message
Dear, I have added new field named ”Service Provided” in the Work Log form Additional field. How can I make this field mandatory, is possible to come with pop-up like below?: Thanks,
Time Elapsed Analysis
I would like to create a report for all tickets for the last months with how much time the Techninian spent on each ticket status for all groups The time spent on Open The time spent on In Progrss The time spent on Assigned The time spent on Resolved When I open the ticket the tab "Time Analiysis" shows that I want it in a report. for all groups Thanks in advance,
No option available to Add image for Service Category
For Service Category, there is no option available to add an image for selected category. These are Custom crated category as well as for default. I have attached two images how it look for Requester and how Service Category Customization page where we cannot find option to upload the image. Is there any workaround or option to achieve this? Thank you
Patch Tuesday June 2020 - Supported updates
Hello everyone, This month, we are witnessing the largest ever Patch Tuesday with 129 security fixes. Here is the list of supported updates New Security Bulletins : 2020-06 Security Update for Adobe Flash Player for Windows (KB4561600) 2020-06 Security Only Quality Update for Windows Server 2008 (KB4561645) (ESU) 2020-06 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4561669) (ESU) 2020-06 Security Only Quality Update for Windows Server 2012 (KB4561674) 2020-06 Security
Patch Tuesday June 2020 - Supported updates
Hello everyone, This month, we are witnessing the largest ever Patch Tuesday with 129 security fixes. Here is the list of supported updates New Security Bulletins : 2020-06 Security Update for Adobe Flash Player for Windows (KB4561600) 2020-06 Security Only Quality Update for Windows Server 2008 (KB4561645) (ESU) 2020-06 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4561669) (ESU) 2020-06 Security Only Quality Update for Windows Server 2012 (KB4561674) 2020-06 Security
Error al iniciar el OpenManager
Buen día estimados, presento el siguiente error al iniciar el OpenManager. Agradecería me puedan ayudar, Saludos.
Multiple tickets from same client
Hi, I was wondering if anyone had a solution, I raise a ticket in a 3rd party support desk, when they respond it opens a ticket in my support desk. The issue is if they respond to the same ticket it doesn't update my one, it just creates another ticket.
Unable to view incident and service tickets at the same time
We have users that handle both incident and service tickets, however only the incident tickets are visible. When I convert a incident to a service I no longer see the ticket in my view. Can both types of tickets be made visible? Sal
Next Release : Requester Home Page(SSP) Customization
Dear Users, We are gearing for the release of Requester Home(Self Service Portal) Page Customization and below are details with UI shots to give you a heads up : Requester Home Page(SSP) ServiceDesk Plus Cloud now brings in the customization of your requesters' home page to include the necessary information and to give an enhanced end user experience. You can tailor every element in the home page, including widgets, layout, and theme to meet your end user needs. The requester's home page features
[ForYourInformation -37] Exclude IT Assets from scanning
During our consultations, customers often come up with a requirement that they do not want certain IT Assets to be scanned during the asset scan. They had to manually delete the unwanted asset entries from the application every time after a successful scan. Solution: 1. You can move those to Expired or Disposed Asset state, this will still have entries in the application. 2. Add the device name or its IP address to the exclusion list. It is a tedious process that requires a lot of effort and also
Change Requestor to Technician
I'm doing a trial right now of SDP and I imported all of my users from AD. However, I can't seem to find an option to change a requestor to a technician. I've looked through the documentation and the quick start guide, which shows a button called "Change as Technician", but it looks to be an old interface and not the current software release. I don't see any similar button anywhere on the current release page. Anyone?
Mandating Resource Questions after converting Incidents to Service Requests
Hello, I'm trying to enforce the capture of some data on service requests and use that data to mandate certain tasks or fields. This data can be entered either by users (when the SSP is launched in future) or by technicians who are processing the requests. At the moment, 95% of our requests are generated by e-mail and start life as a default incident request. Here is a simplified example of the Field & Form Rules (FAFR) on my Service Request Template: On Form Load Mandate Fields (x2) - Group - Resource
Monitoring credentials based on certifications
Hello! I have build 12.4.196 of my Opmanager. Is it possible or will be possible in the future to using credentials for monitoring Linux machines based on certificate authenticaton? Currently I see only SSH with public key.
[Term of the Day]: HelpDesk Report Tool
Term of the Day “Helpdesk Report Tool” Helpdesk Report Tool connects to the database of the application gets the data for every module and presents the data in a meaningful way to users. The tool extracts and displays the data in charts, graphs, tables, and other visualization formats. Report tools are highly sophisticated and developed in collaboration with businesses of various sizes. RT will be suitable for any type of business which requires reporting features and data analysis, allowing managers,
Project Owner
Hi, Does anyone know why as a Project Admin i cant set the owner to anyone other than myself?
Firewall Analyzer take long time to show VPN report
Dear Concerns, I am using Firewall Analyzer 7.2 and since last few days i am observing that i VPN Reports showing long time to show (approx 15-30 minutes) and then take around 30 minutes when i try to export these reports. Please advise to resolve this issue. Regards, Arshad
ServiceDesk Plus ESM with more than one instance integrated with Analytics Plus
Hello Support, We currently have the following scenario: ServiceDesk Plus v11116 with DB MSSQL 2017. We have two instances: SDP TI and SDP FACILITY. We also have Analytics Plus 4500 integrated with ServiceDesk Plus. I see that only the instance of SDP TI can be integrated with Analytics Plus. Is there an opportunity to integrate the other SDP instances with Analytics Plus? We need to do the statistical analysis with Analytics Plus for the other instances (SDP FACILITY) of ServiceDesk Plus ESM. Regards,
[Term of the Day]: HTML
Term of the Day “Hypertext Markup Language” Definition — What is HTML and its purpose? HTML is an acronym that stands for Hypertext Markup Language. It is the standard markup language for creating Web pages and describes the structure of a Web page. HTML consists of a series of elements that tell the browser how to display the content. When working with HTML, simple code structures (tags and attributes) are used to mark up a webpage. For example, we can create a paragraph by placing the enclosed
[Tips & Tricks] Customize ServiceDesk Plus the way you want
Before finalizing on customization: Do research: Look at other portals your organization uses, or your organization's website to see what design appeals you and what colors and images best fits you. Keep your potential users in mind: Of course , we want the portal to match your personality. But never lose focus on how our design will speak with the customers. How should you customize ServiceDesk Plus: Keep in mind that ServiceDesk Plus comes with preconfigured design language, which means it comes
[Applications Manager Webinar] Are your applications ready for the new digital transformation?
The advent of the global pandemic has forced the world to move entirely away from physical commerce to digital which has led to a spike in demand for e-commerce services and online services. This unprecedented growth has led to immense pressure on application platforms. Organizations are now discovering new ways to quickly access real-time information, and correct application errors to maintain optimal customer experiences. This webinar
How to make SQL query to ME SDP database?
Hello I want to use SQL query to ME SDP database in order to get customer report. As i understand, ME SDP uses Postgre by default, which sdould run on port 5432. I used netstat -n on ME SDP server, but i don't see anything on port 5432. How to check what database is being used by ME SDP? How to connect there? Thanks in advance!
[SDF-51303] How to prevent task schedule by some technician
Hi, I wanna to add task to some technician and I don't want to access technician for change schedule time. How to prevent task schedule by some technician? Thanks for helping
Custom Contract Report - include "Users to be Notified" column
I would like to create a report for the Contracts module and include "Users to be Notified" as a column. Below is information from the Health Meter: Build Information 10.5 Build 10513] Database Properties: Database Server SQL Server Database Host AURSQL01
Upgrade 10.5 to 11
Do you have a manual or video with the instuctions to migrate from version 10513 to 11113? i tried but gave me the error of API's
Change bulk Requester of requests
I want change requester of a few requests in bulk, Is'it possible? we have 1000 requests and I want change requester of them in bulk
Problem Template
Hi, I understand there is a plan to have the Problem Templates enabled so we can customize our Problems ? Do you know when this is likely to occur ? We are looking to hide some of the fields as they simply have no use, so any advice would be appreciated. A
Add attachments to Request via API?
How I can add attachments to Request through API?
Chrome extension for Password Manager Plus brings up "Do you want to add..." dialog even if the site is already in the vault
So If I add a login to my personal vault in Password Manager Plus, then I use the chrome extension to navigate to that login page and sign me in, it signs me in OK, but then it brings up the dialog to ask me if I want to add the login to the vault again. Is there a way to stop that from happening?
Chrome extension won't allow me to add a new personal account to Password Manager Pro
Hi, Our organization recently implemented PMP across the corporation. I installed the Chrome extension, and when I login to a site in Chrome, PMP offers me the option to "add this account to Password Manager Pro", but it won't let me create a Personal account. When hovering over the "Personal" radio button, it says "Please upgrade to the version 9900 or above to save personal passwords". I'm not sure what version our corporation is on, but this seems like pretty basic functionality. Is this a
Creating custom Dynamic group with a pipe | in the software name generates a error
This is a bug report. Server version tested with is 10.0.529 Steps to recreate: 1. Go to the Create New group screen and Dynamic for the group type 2. Select the following, Columns - Software Name, Criteria - Equal, Value - Dell Command | Update 3. Click Create group - A error comes up saying something went wrong If the Pipe is removed from the name, I can create the group, but it no longer works with equals, need to change the condition to contains.
[SD-87956] "Insert quote" adds a blank line
When I'm editing a request's details or notes, if I select some text and use the Insert Quote formatting option, it adds a blank line above the quote, which I always have to remove. Could you please change it so that it doesn't add the blank line? I can't see when it would ever be helpful to have the blank line added.
[Term of the Day]: FCR
Term of the Day “FCR” Definition — What is FCR? FCR is popularly known as "First Call Resolution" or "First Contact Resolution". The term is self-explanatory, in a Servicedesk sector handling a user call and resolving the issue in a single interaction, without the user having to follow up or contact ServiceDesk again for the same issue is referred to as FCR. It is one of the important key performance indicators (KPI) to measure agent performance, customer experience, and operational efficiency.
Cannot Restore Backup
I'm attempting to restore a backup of build 9121. I'm following the steps here: https://pitstop.manageengine.com/portal/kb/articles/how-to-restore-your-data-in-servicedesk-plus After I select yes to restore data to the production build, it appears that the restore starts but it stops after just a couple of minutes. I don't see any pop-up confirmation. I can see in task manager that there is no activity with the restore process. After this happens, I cannot log back into the Service Desk. I can
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