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?
Sizing when using SNARE agent on Windows machines.
Hello We use SNARE for our windows event logs. We still see our 8 core 24G memory machine running running at 80-90% CPU utilization when sending 1308 EPS (1304 EPS syslog, 4 EPS windows) For sizing purposes would you class SNARE syslogs as a winLog or as a syslog when looking at your sizing requirements - https://www.manageengine.com/products/eventlog/system_requirement.html? James
Query to list Asset ordered by date of add to asset inventory
Hi, i need a list where can i find the whole asset inventory ordered by date of add to the system. Thanks to all for the help
Department default values - how to change it
Easy question - I can't find place on admin site to add/change/'remove default values: Administration Finances IT etc. Where can i find it? BR, Maciej
Error when click on approve notification
When a approver user click on notification to view approval error appears: please find the attachment
Recovering deleted objects that have exceeded the tombstone lifetime.
Problem When an Active Directory object is deleted, and it stays in the deleted state for longer than the tombstone life-time, then the object cannot be restored using native methods. This post will explain how you can restore objects whose tombstone life-time period has elapsed. Solution Using RecoveryManager Plus, you can restore these objects easily. RecoveryManager Plus comes with an in-built Recycle Bin. Unlike the native Recycle Bin of AD, this does not have to be manually enabled. Also,
[Term of the Day]: Automatic Call Distributor
Term of the Day “Automatic Call Distributor” Definition — What is ACD? Automatic Call Distribution or (ACD) is a tool commonly used in the telephony industries like Call centers and BPO's. ACD intelligently routes incoming calls to the appropriate representatives or agents based on your business goals. The process works based on predetermined conditions, a set of rules or criteria used as instructions for routing incoming calls. ACD not only has the intelligence to route the calls it also
Office 2019 & Apple MAC
Hi ALL! I have DC 10 and several MacBook PRO (as AD domain members) How i can setup Office 2019 to my MackBooks via DC ??
re-opened tickets and subject issue
Hi, Kindly help is below issues: 1- when user is replying to old ticket, it reopen the old one but it shows in the old date of ticket. please help how to make ticket with new date if its reopened 2- when user is sending ticket with same subjet even if its new request, it is merged with the old one and its not showing as above issue if its old
Trigger the approval request window when Add request
Hello, I want to know if you can help me to find a way to when I press the Add request button (to create a new service request) this trigger the Approval request window and force the requester to select at least one approver in order to create the new request. This to avoid that the requester have to manually select the Approval request button when have created the request. I don't know if this could be executed with a script. Thanks
Task comments table
Analytics Plus has SDP MSP integration. We want to include task comments into one of reports. There is no such a column in Tasks table. In which table comments are stored?
[SD-88486] Edit HTML button
Hi You guys added the 'EDIT HTML' button to notification templates - THANK YOU BUT I also need it enabled on the custom triggers - new templates. The HTML EDIT button is disabled/missing. PLease (PLEASE PLEASE) enable/add the EDIT HTML button to the custom triggers notifcations templates. Thank you.
[Term of the Day]: Chief Data Officer
Term of the Day “Chief Data Officer (CDO)” Definition — What does Chief Data Officer (CDO) mean? The Chief Data Officer (CDO) is a senior executive within an organization who oversees a range of data-related functions that may include data management, ensuring data quality and creating data strategy. That data could be customer data, data gathered from Internet of Things (IoT) sensors, social media, structured, or unstructured data; anything that the organization gathers itself or buys in from
[ForYourInformation - 40] Scheduled Ticket Deletion
The Schedule Data Deletion is an enhancement of the Data Archiving feature. It is available from the 11120 builds of ServiceDesk Plus. Schedule data deletion feature can delete tickets both active and archived, based on the configured schedule. All tickets created in ServiceDesk Plus will be stored in the database. When the business grows, the application database also grows exponentially, this has been always true that many organizations find it difficult in archiving and deleting old tickets.
O365 Manager Plus-4336 released with new management capabilities for Microsoft Teams and a new tenant configuration model.
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus – 4336, which features new management tasks for Microsoft Teams and a new tenant configuration model. Highlights: New management tasks Archive team: Archive private channels of teams and their associated site collections. Unarchive team: Restore private channels of teams and their associated site collections. New tenant configuration model Admins can now configure tenants using Office 365 login instead
Survey Reports - Insufficient Privileges
Why is it when I click on Reports > New Query Report > Search Reports > Survey Reports, it takes me to https://pitstop.manageengine.com/portal/community/servicedesk-plus/query-report-survey-module?did=35-1015-2019-08-19-02-21-03-87823 which generates this?
Report Delete Issue
Dear Concern, i am using Firewall Analyzer 12.4.044, i was configured reports for test after testing i want to delete from schedule list but unable to delete it or even off it. It is showing undefined error. Snapshot is also attached for your reference. Kindly help me in this regard.
[Community Digest] ServiceDesk Plus - June 2020
Here is the summary of the activities that happened in the month of June 2020! Service Packs: A total of four service packs (11117,11118,11119,11120) with numerous features and issue fixes have been released. Please refer to our ReadME article for complete details. Product News: Support for Asset Servlet API is discontinued from the build 11119 Introducing our in-house scripting language Deluge for ServiceDesk Plus User Education and Resources: Implementing an effective change management process
Access Manager Plus New Build 4100
Hi, Access Manager Plus 4100 has been released and is now available for download. This build comes with the private connections enhancement, and an enhancement to the PostGre SQL server. Please see our Release Notes to learn in detail about the same. IMPORTANT NOTE: Please save a copy of the entire Access Manager Plus installation folder in a local folder. This will be useful if something goes wrong with the Access Manager Plus upgrade and all your settings will remain intact. Thanks, Praveen - -
Mail Server Settings - Error
Hi everyone My support desk stop fetching email starting since 1/7/2020. Tried to restart but it will stop again. So, we decided to change the password in O365. Then rekey the password into support desk again. But when try to save the setting in support desk, system prompt me an error, in the attached file. I am able to login to my O365 without issue using the new password, so I don’t think this is an authentication issue. Can any expert help on this as the system already stopped for 2 days which
[SDF-88308,SDF-88467,SDF-88468,SDF-82456] Create a request at the start or during a chat conversation
We really appreciate the recent updates and additional granular configuration of the chat functionality. We, as an organization, have fully embraced the efficiency and efficacy of 'templated' support, and it is has made our operation extremely efficient. We would like to add chat functionality. The templates guide our Tier-1 technicians to solicit the required information from the request, primarily for service requests. In order for us to truly use the chat function, we need to be able to create
ServiceDesk PLus - POST method in url
Hello. Can you please help me. How can i use post method from url? I'm trying to add request from url but it does not work link i use : http://sd.mywebsite.com:40002/sdpapi/request?data={ "operation": { "details": { "requester": "Guest", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Default Request", "site": "DHL", "technician": "", "level": "Tier 3",
Project view
How is it possible to link one project in a particular view to be seen in another view? We have a project created in, say, "IT project" view, but i need to see the same project in say,"IT projects-2020" view. How can it be achieved?
Report Generation
Hi, i am trying to do custom report with below details : Account RequestID Subject SupportRep Resolution Amount (Total timeSpent) How should i setup the query report?
Combine Patch Manager Plus Cloud with Desktop Central
Hi, we are Desktop Central users (on-premise) and I have seen that Patch Manager Plus has a "Cloud" version. Is there a way to combine cloud patching in our current Desktop Central management? We would like to update patches in remote users and foreign delegations (without a remote on premise server for each delegation). Thanks.
APM Plugin - Windows Ping test failed.
Hi, I add a windows monitor . But it sends the next message. Thanks & Regards. A.
send a message or email when my system's drive space is fule
Hello friends I installed OPmanager software I want to create a rule that sends me a message or email if my system's drive space is full. How can I do this?
[Free training webinars]: Protect your applications from harmful performance bottlenecks!
Delivering high-performance services is the ultimate goal we all strive to ensure in a business framework. No matter how big or small your business is, it's clear as daylight that securing your business environment from any sort of performance hiccups is the most vital thing that needs to be ensured when it comes to delivering high performance. Attend our free training webinar series to understand how gaining end-to-end visibility into the core aspects of your server and application performance
[Term of the Day]: ISMS
Term of the Day "ISMS" Information Security Management System (ISMS), is a framework that holds a set of policies and procedures to safeguard the sensitive data of an organization. The primary goal of ISMS is to ensure the business continuity by pro-actively limiting the security breaches or sudden impacts or any risks affecting business. ISO 27001 standards are developed by ISO and International Electrotechnical Commission (IEC). It outlines the criteria that businesses can follow to maintain the
How to get the user that closed a request using the API
We can successfully get requests using the API endpoint: /api/v3/requests/{request_id} However when fetching closed requests I can't see anywhere in the response which user closed it. Can see 'created_by' and 'deleted_by' in the docs but is there a way of returning something like 'closed_by' and 'resolved_by'? Thanks
How to specify which user closed a request using the API
We can successfully close requests using the API endpoint: /api/v3/requests/{request-id}/close But is it possible to set the user that closed the request manually - so that the user we specify appears in the request history as closing the request? Could we add a user to the 'closure_info' or something? Thanks
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