[Tips & Tricks] HelpDesk Admin
Hello folks, We had quite a lot of users requesting for a role that provides full access to helpdesk management. Thus reduces the workload of SDAdmin. Upon discussing with many of our users, we have now introduced default "Helpdesk Config role" that allows to perform all request related customizations/operations across ServiceDesk. A technician associated with this role can perform periodic reviews and amendments of existing process, cascading knowledge update to the team and driving/leading the
Set/Show Task Once Dependent Task are Complete
Hello! I am attempting to create a Field and Form rule using the Execute Script option. The rule will need to Show/Set a task only once the dependent task have been completed. Scenario: Update to production service is required. Before implementing this update in the production environment, it must first be applied to the test environment first. Your Version : 11.1 Build 11106 Latest Version : 11.1 Build 11112 View Service Pack Details License Type : Registered Version License ID : Product
Customise automatic reply email on incident creation
Hi, I can't find where to edit the email that is sent when a requester emails in an incident. I want to get rid of all the initial variables so I can see the requester and start of the subject in my outlook inbox preview without opening the email. Is this customisable?
Where is SMS log file
I have problem in send SMS. Now I want to see log for send SMS .Where is SMS log file?
Database system is shutdown(how to solve it)
Logs ######## 2020-05-06 02:50:58.467 +0630,,,25146,,5eb1caaa.623a,1,,2020-05-06 02:50:58 +0630,,0,LOG,00000,"shutting down",,,,,,,,,"" 2020-05-06 02:50:58.498 +0630,,,25143,,5eb1caaa.6237,6,,2020-05-06 02:50:58 +0630,,0,LOG,00000,"database system is shut down",,,,,,,,,"" ######## STATUS | wrapper | 2020/05/06 02:39:06 | --> Wrapper Started as Daemon STATUS | wrapper | 2020/05/06 02:39:06 | Java Service Wrapper Professional Edition 64-bit 3.5.35 STATUS | wrapper | 2020/05/06 02:39:06 | Copyright
Audit History Showing Wrong Computer Names
Hello, we are looking up the Password Retrieved history on a resource and notice that a lot of users PMP is registering the wrong PC name from where the login occurred. Sometimes it is a computer in different countries. What could be causing this?
Mozilla fixes security vulnerabilities in Firefox 76
Hello everyone, Mozilla has released fixes for several security vulnerabilities in Firefox 76. Below are the details of the vulnerabilities fixed. CVE ID Vulnerability Severity CVE-2020-12387 Use-after-free during worker shutdown Critical CVE-2020-12388 Sandbox escape with improperly guarded access tokens Critical CVE-2020-12389 Sandbox escape with improperly separated process types High CVE-2020-12390 Incorrect serialization of nsIPrincipal.origin for IPv6 addresses Moderate CVE-2020-12391
Mozilla fixes security vulnerabilities in Firefox 76
Hello everyone, Mozilla has released fixes for several security vulnerabilities in Firefox 76. Below are the details of the vulnerabilities fixed. CVE ID Vulnerability Severity CVE-2020-12387 Use-after-free during worker shutdown Critical CVE-2020-12388 Sandbox escape with improperly guarded access tokens Critical CVE-2020-12389 Sandbox escape with improperly separated process types High CVE-2020-12390 Incorrect serialization of nsIPrincipal.origin for IPv6 addresses Moderate CVE-2020-12391
Mozilla fixes security vulnerabilities in Firefox 76
Hello everyone, Mozilla has released fixes for several security vulnerabilities in Firefox 76. Below are the details of the vulnerabilities fixed. CVE ID Vulnerability Severity CVE-2020-12387 Use-after-free during worker shutdown Critical CVE-2020-12388 Sandbox escape with improperly guarded access tokens Critical CVE-2020-12389 Sandbox escape with improperly separated process types High CVE-2020-12390 Incorrect serialization of nsIPrincipal.origin for IPv6 addresses Moderate CVE-2020-12391
[Term of the Day]: DNS
Term of the Day “Domain Name Server” Definition — What is DNS and what it does? Ever wondered how when you visit a domain or full web address in a browser, www.amazon.com for instance, the site gets loaded? Here comes the sophisticated technology "Domain Name System" that translates human readable domain names to machine readable IP addresses (for example, 192.0.9.54). DNS is often likened to the internet’s version of a telephone book. If you know a person’s name but don’t know their telephone
APMv13640 Oracle Monitor Issue in Tablespaces
Hi, Inclusive when I add a new one it takes a template with thresholds and notifications on it. I search and I do not find a template by monitor, monitor group or monitore type. I share with you that when I add a new monitor I create a new subgroup too and only for all oracle monitor associated it I apply a template for the attribute TableSpace - Percentage of Used Bytes(%) and TableSpace - Free Bytes(MB). But afew days ago this issue when is the first time that I added an oracle monitor it takes
Query reports of ٰ Task violations
Please provide Query reports of ٰ Tasks SLA violations
Running costs of Desktop Central in AWS / Feed back of how it works
Hi, We are looking at running this product in AWS, any idea what the running cost would be ? and any issues to be aware off. We will have around 10 DP points globally for offices, along side remote workers and up to 4000 end points. Will be used for full product range / OSD / Patching etc.
[Community Digest] ServiceDesk Plus - April 2020
Here is the recap of activities that happened in the month of April 2020! Product news: End of Life for API v1 for the request module Build releases - 11110, 11111, 11112 and their Release notes. User Education and Resources: Quick tips to create an effective remote access plan for your organization 7 ITIL® 4 tips for service professionals by the ITIL 4 co-author | ITIL 4 overview, benefits & more Configuring CIs, CI types, and relationships using CMDB in ServiceDesk Plus Our star PitStopper Gary
Why are Preventative Maintenance tasks created as Incidents?
Hi, I haven't used the SDP Preventative Maintenance feature up until now, but I am considering using it to schedule and assign ownership of regular tests of our Disaster Recovery procedures. I have noticed that this SDP feature uses an Incident template and creates PM tasks as Incidents. These are not really Incidents (in the ITIL sense of the word) so I would have thought that it would be more appropriate to create them as Service Requests. If they are created as Incidents then I will have to filter
Need of Architectural Diagram
Hi Team, Can you share us the Architectural diagram of Service Desk Plus
Task Creation in API
I have created a request template with 3 tasks added on the workflow tab. I have the Trigger Tasks set to Automatically trigger upon creation. When I create a request in the Service Desk UI, the tasks are automatically created. Yea! When I use the v3 API to create the request, the tasks are not created when the request is created. Should the tasks be created when the request is created via API? Is there an attribute to add/trigger the tasks? If not, how should I trigger the creation of the
Problem when change CI icon
Dear all When I change CI icon (after Upload Image 48x48px) but the popup says "You are not athorized to view this page and i can't change it. Anyone can help me in this case. Thank a lot.
Deprecating Older API Versions
Hi All, All APIs provided by Desktop Central will be migrated from versions 1.0 and 1.1 to 1.2 and 1.3. Versions 1.2 and 1.3 are both supported for all API URIs, but it is recommended to use v1.3. We request all our users to migrate to the newer versions as soon as possible; the older versions will become non-functional with the upcoming build releases. The difference in structure of APIs is as follows: Old: Server_name/api/1.0(or 1.1)/desktop/authentication New: Server_name/api/1.2(or 1.3)/desktop/authentication
When using the API to create a new resource, the Account password is incorrectly applied when it contains the '+' symbol.
When using the API to create a new resource, the new Account password is incorrectly applied when it contains the '+' (plus) symbol. Background: I am attempting to populate a large number of artefacts into our PMP solution. As you'd expect, some of the account's passwords have special characters. As I am running though the resources and adding them to the PMP Application I have found that whilst the API correctly creates the resource and it's associated account(s), the password has been applied
Having issues with AD Authentication for user login
Hi guys, I'm having an issue with AD authentication. None of the technicians or the requesters can log in using AD credentials. I've set myself up as a local account in ManageEngine ServiceDesk Plus so that I can use the system. The domain name is listing correctly in the login screen but is returning a "Username or Password is incorrect" error when trying to log in with AD credentials. In the Admin - Requesters area I can see that the requesters are all being picked up from AD and listing the correct
SSL connection to the server failed
Hi, After version 13420 on a number of URL monitors I get the following error message:- "SSL connection to the server failed. Reason: Peer not authenticated. This exception occurs when the connection made to server URL is not from authenticated client.(This may be due to wrong SSL version, no certificate, the particular cipher suite being used does not support authentication or no peer authentication was established during SSL handshaking) " Please can anyone help me to resolve this issue as I cannot
Desktop Central agent install on Manjaro workstation
Are there any workarounds to install DC on Manjaro?
Upgrade Desktop Central
Anyone know how to upgrade desktop central? When I download the update file it tells me to download I get this message.
Extending our Live Chat support
Dear users, We are all dealing with the uncertainty around COVID-19 impacting people and countries around the world, teams everywhere are moving to remote work. We are committed to helping our users in all possible ways during this crisis. In addition to our online chat support for the US time zone, we have now extended our chat support for the UK time zone. Our support agents can be reached instantly on our support portal during the window of time mentioned below, Europe Time Window: US Time Window:
Agents
What is the difference between the WindowsAgent and the WindowsDomainAgent?
How to integrate OpManager with Slack ?
For more videos related to OpManager: https://www.youtube.com/playlist?list=PL0FkrkKW27nNxQjwszmwVnnmRDK77Meq7 Read more on integrating Slack at https://www.manageengine.com/network-monitoring/help/integrating-slack-opmanager.html
REST API - Add Request
Hello, I'm new to ManageEngine API, and APi in general. Can you please help me.I'm trying to add a new request but keep getting an error " User does not have permissions to view this request filter " My request looks like this: https://sd.somewebsite.com:3434/sdpapi/request/?TECHNICIAN_KEY=full_admin_technician_key&INPUT_DATA={"operation": {"details": {"requester":"Mark Green","subject": "Build me a plane!","description": "Build the most beautiful plane!","requesttemplate": "Default Request","priority":
Get our technicians activity report - online duration
Hi, I want to get report of online duration of our technicians with sign in and sign out time by day: for example: +------------------------------------------------------------------------------------+
| 2020-04-01 - Friday |
+-----------------+------------+---------------+----------+----------+------------+--+
| technician name | login time | sign out time | Duration | username | status | |
+-----------------+------------+---------------+----------+----------+------------+--+
|
different notifications for different requests based on service category in service catalog
Is there a way to have different notifications that are sent out for tasks and requests? For instance based on Service Category
[Term of the Day]: CAB
Term of the Day “Change Advisory Board” Definition — What is CAB and what it does? The CAB is the most widely known as Change Advisory Board in ITSM. They are a group of people who assist the Change Manager in reviewing the change. The CAB member can be anyone within the organization who has good knowledge and skill in evaluating particular change, there are no rules in selecting a CAB member. Change Manager Approves/Rejects the change based on his CAB member's review and advice. Importance
logon alert
is it possible to get an alert when someone loges on to a server via rdp?
Path of SSL Certificate of Password Manager Pro
Hi team, I am working on jenkins integration in my test enviornment. After adding the plugin it says add SSL certificate of PMP server to jenkins keystore. Can you please share the path of ssl certificate we dont have CA signed cert. Its default one which is created at the time of installation.
Auto cc populate when request assigned a group
Hi, Is it possible that e-mail ID's to notify is auto populate when assigned a group and auto populate cc field when a technician reply a request. For example; If the group of request is Group A, auto cc abc@mail.com and auto populate this address when a technician in Group A is replying request. Thanks.
How to place devices on maintenance in OpManager?
For more videos related to OpManager: https://www.youtube.com/playlist?list=PL0FkrkKW27nNxQjwszmwVnnmRDK77Meq7 Read more on configuring device downtime at https://www.manageengine.com/network-monitoring/help/scheduling-downtime.html
How to add Nutanix devices in OpManager?
For more videos related to OpManager: https://www.youtube.com/playlist?list=PL0FkrkKW27nNxQjwszmwVnnmRDK77Meq7 Read more on Nutanix with OpManager at https://www.manageengine.com/network-monitoring/help/nutanix-discovery.html
How to integrate OpManager with AlarmsOne ?
How to add File and Folder monitoring in OpManager ?
For more videos related to OpManager: https://www.youtube.com/playlist?list=PL0FkrkKW27nNxQjwszmwVnnmRDK77Meq7 Read more on file and folder monitoring at https://www.manageengine.com/network-monitoring/help/add-file-monitoring-template.html https:/
How to Monitor Vmware events in OpManager ?
For more videos related to OpManager: https://www.youtube.com/playlist?list=PL0FkrkKW27nNxQjwszmwVnnmRDK77Meq7
Changing local administrator passwords on my domain's workstations
dears, hope you doing well, I need to change all local administrator passwords on my domain's workstations. is there an option for this? BR
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