How to list software asset in incident
Hello community, I want users and tech to be able to select any software assign , used, owned by the requester. i though i could do it in the asset field but the software category does not show in the list.
Switch from IMAP to EWS - connection refused
We are trying to switch from IMAP to EWS so we can disable IMAP/POP on our Office 365 tenancy. We have confirmed our settings but are getting a connection refused error when we try to save the settings. We enabled debugging in the log and can see this reported below. We have also tried pasting the EWS connection string into a browser on the server and this generates a credential prompt so it appears to not be a network issue. We're running 11.1 Build 11103 [08:26:29:839]|[07-10-2020]|[SYSERR]|[INFO]|[53]:
[Term of the Day]: zettabyte (ZB)
Term of the Day “zettabyte (ZB)” Definition — What does zettabyte (ZB) mean? A zettabyte is a unit of measurement used by technology professionals and the general public to describe a computer or other device's storage capacity. The number of bytes is equal to 2 to the 70th power, also expressed as 1 sextillion bytes. One Zettabyte is approximately equal to a thousand Exabytes, a billion Terabytes, or atrillion Gigabytes. For more than a decade, Cisco has been tracking and projecting global Internet
Is it possible to run a report to search for a specific local user on all systems in the domain?
cmdb>workstations>system>user accounts. In a nutshell.. When new systems are unpackaged and before they are joined to the domain the system is logged on to the first time with a user admin with no password. Windows and oem updates are applied and the local administrator account is enabled and set with our in house password. At this time the computer would be restarted and the setup account would be deleted. Last week I was troubleshooting a computer that had been in service for a little over a year
[SDF - 88579] Is it possible to populate ticket received confirmation with the LIVE expected resolution time?
Currently when a user logs a ticket they get the standard response stating the SLAs etc. Is there anyway to populate this response with the last x days average time to resolve for tickets logged in that category? Thanks.
SDP to JIRA 2-way integration
Hello Can You please tell me is it possible to intergrate JIRA in 2 way? I can create issue from SDP in JIra, but is it possible to update SDP ticket with JIRA resolution, notes , etc?
Problem in Initializing Postgres !!.. Kindly check logs...
I've met this problem for many times. The server OS is new installed and I ran the Installation, during the install process, this message came out. However, move to the install directory and ran sh run.sh can still work. Got confused about this alert. for more info, see the entire log zip.
Test new ticket
test
How can I create an integration with Microsoft TFS 2013?
Our company uses SDP for helpdesk break/fix type requests, and Microsoft TFS for anything related to application development, even break/fix items. Our developers want to see everything in one place and thus do not want to use SDP. We wish to present a unified experience for users that are requesting things from IT, so we tell everyone to log requests through SDP and if it is a development request, we manually move it into TFS. This becomes quite tedious, however we are set on wanting a single
[SDF-59933] Customer Satisfaction option
At present, when we close a request, a survey email is sent to the users. Instead of sending a "Survey email" separately, can we add the rating option (survey link) in the "Your Request has been Resolved" notification email?
APM oracle database monitor did not show informaction of tablespaces
Hi, I have an oracle database monitor and did not show the complete information of tablespaces. Is a configuration diferent? Thanks & Regards!
Custom view to end-user
Is it possible to share a custom view to end-users? Or can we share it only with Technicians? Thanks in advance.
Request Life Cycle and Approval
New status "Awaiting approval" is created. Approval Settings changed for this. Any status in template must have incoming transition. But is no way to send for approval by transition. I see only one way send to this status: menu Actions -> Submit for approval But in this way transition to status "Awaiting approval" is not fully functional and must be hided from technician and requester. How use RLC for Approval?
Windows Logon 2FA - Prevent on Locked screen
I've got Windows Logon MFA working on a few test machines but comes up every time the computer is locked. Is it possible to have Logon MFA only appear during account login and not for unlocking the PC?
Integration into TICK stack / InfluxDB
Hi All, Does anyone have experiencie merging the DB from Op Manager into the TICK stack? I want to pull metrics from it as part of a data warehousing architecture. Thanks!
Is there a way to have all notes/replys expanded in conversations
Is there a way to have the conversations always expanded? Currently only the most recent note/reply is expanded and depending on the issue there may be multiple updates and it becomes a tedious task to uncollapse each note/reply in order to view it.
Identity Governance challenges - a quick understanding
If you had to make a check-list of things to focus on, so you can keep your organization secure while ensuring it is at its productive best, Identity Governance (IG) will definitely be in the top half of the list. IG ensures the right people have right access to the right resources at the right time. Implementing this involves having a standardized process and a constant updation of access policies, which is tedious and time-consuming. Hence, most organizations end up heading down the primrose path
[Build: 11005] Customize Request Details Page
Hello users, Many of our users have asked us for a change in the position of a few details in the request details page. Hence, we have come up with a configurable option to customize the request details page. Using this, you can do the following customizations: Create a default layout for the technician and requesters. Rearrange the sections, tabs, and sections in the RHS. Remove unwanted sections from RHS. Add or remove details in the properties section in the RHS. Rollback to system default layout
Exporting full SDP Solutions from on-premises to on-demand
Hi, We have more than 100 solutions with images embedded and attachments. How can we export complete solutions, with formatting, and import them to on-demand? Regards, Antonio Soares
Editing a request on creation?
Is there a way to edit a request with a custom script once it is created. After looking at the JSON file I see that upon creation the request's JSON doesn't have the request-id as one of the keys, and in order to use the API commands to edit it in a script you need the request ID.
[Tips & Tricks] Best Practices for upgrading ServiceDesk Plus
We always recommend our customers to keep ServiceDesk Plus up to date as the new releases include new or enhanced features, critical security fixes and to improve the stability of the application. All theses are aimed at making the user experience better. While we understand upgrading ServiceDesk is a herculean task in most environments as it can be complex that requires much process and planning; it needs to be treated and managed as a project, however, you could always check for the release notes
Script to Update Task Name
I have a script I use to update the subject line of our Employee Onboarding/Offboarding request. All it does is add the name of the employee and the effective date. That script is below. Is it possible to edit this script so it can change the title of task on that request? Much of the work the task require cannot be completed until the effective date. So having it added to the task title would assist the tech's in visual sorting their assigned tasks and quickly checking when something needs to be
[Term of the Day]: Managed Service Provider
Term of the Day “Managed Service Provider” Definition — What is MSP? A managed service provider (MSP) is an organization that manages IT services for other companies. Managed services are responsible for hosting and then managing servers, specialized applications, and networks for the clients. In most situations, Managed services provider owns the entire physical back-end infrastructure and also provides resources to their clients. All these operations are remotely performed over the internet
default status on resolution tab
is it possible to set the ticket status to resolved in the ticket resolution tab?
[ SDF-86966] Add Site via API?
We are trying to add a Site to ServiceDesk+ using the REST API. Can you tell me the correct Rest API URL to add the Site?
Approval based on Additional Field
Moderator, this has been cross posted as I posted this to a different category earlier. Hi, We have a Access request (service request) form for ERP application, we would like to route the approval based on the Module selected in a pick list (additional field) eg. Module = Finance : 1st Approval = CFO The other approvals will be fixed and predefined with name. These approvals do not have to be on roles, we can define user names as well. Possible? Please assist
[Term of the Day]: Caching
Term of the Day “Caching” Definition — What is Caching? Caching is the process of storing copies of files in a cache, or temporary storage location so that they can be accessed more quickly. A common use is to store information in a web browser. The cache contains information stored by a Web Browser on your hard disc so that you don't have to download the same material repeatedly from a remote computer. Browsers keep copies of all the Web pages that you view so that the pages can be redisplayed
Application Manager vs Operations Manager
We have both AppManager and OpManager, and I curious on others taken when to use AppMan vs OpManager for Server Monitoring.
[Blog] ITIL vs ITSM - What is the difference?
One of the most common questions we hear from people that are new to the world of IT Service Management (ITSM) is: "What is the difference between ITIL and ITSM?" This is even though most IT organizations use ITIL tools and some sort of IT Service Management (ITSM) strategies every single day, whether they actually realize it or not. People generally use the two important terms in the IT world "ITIL and ITSM" interchangeably without realizing the difference between them. This post is to help you
[SD-87532] Add member to CAB Error
Add member to CAB Error in Right to left language in ver11.120!
Avoid notifications to certain email
We receive notifications from an automated system. We want to manage those tickets, but we don't want to send notifications to this email. We have configured notification for open request and solved request, and automated closed request. In the section "Notification rules" it says "rules when open request" but not for close request. How can we manage these exceptions then
about the sending mail problem
For the test, I changed it to the servicedeskplus application that I installed under the defined mail. The old postal address comes in and does not allow editing. For this reason, requests cannot be answered. I request your support on the subject. Old mail: talep@domain.com New mail: destek@domain.com
Restore backup data fails with . ./setcommonenv.sh not found
Hi all, I just install new ServiceDesk Plus 11.1 build 11120 on Centos 7, the installation is successful and I can start ServiceDesk normally. Then I test restore feature, the console appear this error: bin/restoreData.sh: line 8: ./setCommonEnv.sh: No such file or directory Do anybody have any idea to fix this problem? Best Regrads, Tin Nguyen
cant backup OpManager
Hi and please help! Unable to backup OpMnager via default BackupDB.sh script Output: file:/opt/ManageEngine/OpManager/conf/OpManager/ui.properties Please wait ! Trying to start database server ..... 127.0.0.1:13306 - no response 127.0.0.1:13306 - accepting connections IsFreshStart returned false and hence skipping Create tables Successfully started database server. Please wait ! Backup DB started ..... / 0 out of 3158 tables completed. jdbc.BackupException: Error writing data to file. at
Report for Requests Open longer than 7 days
Hi I am trying to get a report that can be scheduled that will show all open requests that are still open and were created over 7 days a go. Can anyone help with this query: SELECT ti.FIRST_NAME AS "Technician", ti.FIRST_NAME AS "Technician", wo.WORKORDERID AS "Request ID", sdo.NAME AS "Site", aau.FIRST_NAME AS "Requester", longtodate(wo.CREATEDTIME) AS "Created Time", longtodate(wos.LAST_TECH_UPDATE) AS "Last Update Time", std.STATUSNAME AS "Request Status", wo.TITLE AS "Subject" FROM WorkOrder
Department Cleanup
I've posted about this before and I've seen other people with the same issue. The answer is always unsatisfying. But now it's a problem for me. I need a way to clean up old departments. Every single department I want to make go away was created because of an incorrect spelling on user info from an AD import. But now we have a new issue. An asset import was done and the wrong column was selected for the Department field. So it created a whole slew of new departments that I cannot get rid of. I thought
MDM Plus - Passcode/Factory Reset Issues
Hi, We use Mobile Device Manager Plus cloud to manage a number of Samsung Android devices. We have a number of devices where the user has forgotten the passcode and we are unable to communicate with the device via the MDM. When a passcode reset or clear is submitted, it just fails to complete. The device is connected to the internet as the user continues to receive emails notification and news prompts. We have tried to factory reset the devices but this is blocked by the MDM settings. In addition,
ADSelfService Plus rolls out conditional access policies in build 6001
Hello Everyone! The latest build of ADSelfService Plus, 6001, supports conditional access policies that analyze users' risks based on their IP address, time of access, device type, before applying a self-service policy to them. This build also features some issue fixes. Highlight: Conditional Access Policy: Use various risk factors such as IP address, device type, time of access, and geo location to determine which self-service policy will be assigned to users. With Conditional Access Policies, you
Add Request Detail
HI, Would it be possible to add the request information to this MS SQL query (request ID, description, Requester, etc) SELECT TOP 10000000 qd.QUEUENAME AS 'Group', ti.FIRST_NAME AS 'Technician', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.createdtime/1000),'01-01-1970 00:00:00') as 'Date', count (wo.WORKORDERID) AS 'Inbound', count(case when (std.ispending='1') THEN 1 ELSE NULL END) 'Total Pending', count(case when (std.ispending='0') THEN 1 ELSE NULL END) 'Total Completed', count(case when
How to make a script execute only once?
I wrote a script that creates a followup request once a custom field is checked off 'yes', but the script will keep on executing. I want to make it so it executes once per request. Any ideas?
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