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
Report - See requests that were not CLOSED automatically after resolved
Hi all. We currently have Automatic Request Closing configured. The closing is made after 2 days of resolved the request. I want to see what a report would look like that allows me to view the requests that, for some reason, were not or could be closed automatically. From the report wizard I did not find how to do it and I do not have much experience in queries to the database. The SDP version we have is 10.0 Build 10015 Thanks in advanced. Best Regards. Facundo Caballe
repairing agents with msiexec.exe [/f{p|o|e|d|c|a|u|m|s|v}] <product_code>
Looking for help creating/modifying a script to update/repair agents that can be deployed via group policy Ideally looking for something to launch at startup/shutdown to update/repair agents that can't be reached via console. Agents that have failed to upgrade automatically would benefit from being repaired/upgraded via script deployed via group policy, currently an official script released for installing agents, but would be ideal if it would include repair options if needed. https://www.manageengine.com/products/desktop-central/psinstallagent.txt
Report Query
I have a query report that doesnt deliver the expected result. Depending on "Order by" i get different results. If i set order by 'Acquisition Date' asc i get 200 results in report If i set order by 'Requester' asc i get 100 results in report If i set order by 'Request ID' asc i get 300 results in report This report should give me 379 results Any Ideas out there? select WO.WORKORDERID as 'Request ID', AU.FIRST_NAME as 'Requester', SCF.GUDF_CHAR3 as "Ansvar", SCF.GUDF_CHAR4 as "Verksamhet", SCF.GUDF_CHAR5
ServiceDesk Plus MSP - version 10.5 - Build - 10508 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10508. Please refer to the Migration path table available here and upgrade to our latest build 10508. Issues Fixed details are available here. Please do the upgrade only in a test environment first and based on the result please do the upgrade on the Production environment. You can contact our support at sdpmsp@manageengine.com for any assistance. Following is the support policy of ServiceDesk Plus MSP : Product support will
MDM - Oppo, Model CPH1851
We are trying to enrol a Oppo, Model CPH1851 into the MDM. While the device enrols, we are unable to get emails to show up on the device, e.g. when we enrol a Samsung device, it automatically uses the GMail app to connect the user to the corporate emails. Has anyone else found any issues getting Oppo devices into MDM and if so, what is the workaround?
API v3 requests with search_fields
Hi, I am a beginner and trying the API. I would like to get the current ticket info with search_fields applied. I tried the follow request in the Admin -> API section and Postman. I can get filtered data (1 ticket) from the build-in API portal. But, I get all data (5 tickets) from Postman, not filtered. Please advise if anywhere I should adjust. Thank you. Only 5 ticket in the system. Only one subject contains abc. { "list_info": { "row_count": 20, "start_index": 1,
Customizing Table View Settings Globally
Hello, Our organization was wondering if theres a way to make the table view settings global. By default, ServiceDesk Plus does not enable the "Priority" column within the requests view. You are allowed to enable this field to be shown via the the table settings. However, this only changes it for the user who adjusted the setting. Is there a way to set up the table settings so all technicians see the priority column? The screenshot below shows what I'm referring to. If this is not a current feature,
Upgrade 9.2 & Backup Trouble - Backup has failed during the upgrade
Hello, I've been stuck on version 9.2 for many months now, as I've only had time to troubleshooted a handful of times, so today I finally gave up searching and I'm hoping someone can help. Originally I thought the problem was related to our database and this patch, but since it was always failing during the Backup process, I tried running a manual Backup, and that failed too! In fact, all of the monthly Backups had been failing and I had no idea until I checked today and found the monthly folders
Manage Engine Server desk plus is not starting...
I am using Version 10.0 with Windows 2012 R2 Standard and SQL Server. I suddenly stop working as everything was working fine from the last few months after upgrading. I have tried to apply some solutions from other searches like 1- Changing config file entry from mssql entry to pgsql or mysql. 2- closing java process from service desk and restart the service 3- restart manage engine VM and starting services again. Is there any log file I need to share or anyone who can help me in this .
Reporting about Users, Technicians, User Groups, Technician Groups, etc.
Hi folks, I'm looking for detailed reporting around users. I used to do this in SQL queries until the upgrade (when the schema changed). I can ask your great SQL scripting folks to help me update the SQL statements (I should really try to learn SQL myself), but I wanted to ask if data around users, requests, groups, etc. could be made available to customers through the canned reports. Additionally, since we use Analytics Plus, we'd love to have this data available and sent over to AP. Here are some
[Free e-book] The seven missing metrics in your agile project management dashboard
Agile project management dashboards feature several metrics for tracking projects, managing release cycles, user productivity, code review, and quality control. While some of these metrics are great for tracking your progress, they don't always help improve efficiency nor highlight fundamental process flaws. For eg., do you know how accurate your sprint estimates are? Or, do you know how reliable your teams are in adhering to project plans? Download our e-book, to discover seven important metrics
Creating custom audit conditions, alerting and dashboard
Hi There, I am relatively new to this product, and I need AD Auditor to prove its value to reduce a number of analyst manual actions to test for various conditions, and I have a strong expectation that an audit tool can perform these; 1. Create custom alert conditions and dashboard for the following; Changes to specific security groups, create alert and dashboard it. Test AD accounts for specific attribute states, create alert and dashboard it, for conditions such as; Accounts without manager attribute
[Term of the Day]: IoT
Term of the Day “Internet of Things” Definition — What is IoT and it does? The Internet of Things (IoT) is one of the rapidly flourishing technologies. It extends internet connectivity beyond traditional devices like desktop and laptop computers, smartphones and tablets to a diverse range of devices such as smart homes, cars, security systems, thermostats, electronic appliances, alarm clocks, speaker systems, vending machines and so on. IoT enables users to interact with devices remotely by utilizing
ManageEngine O365 Manager Plus - 4335 released with Microsoft Teams Member Management!
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus – 4335. This build comes with the following features. Highlights: New MS Teams management tasks: O365 Manager has added the capability to manage MS Team members. Modify Team Members - Add or remove members in bulk from teams or remove all the members of a team in a single click. Add/remove Team Owners - Add or remove the owners of teams in bulk using CSV. Enhancements: While selecting users or groups
Are you tracking annual license renewals through the Contracts module?
Software as a subscription is now ubiquitous. Often, we don't have a contract per se, but we have a license that has a start and end date. The contract module seems to be geared toward traditional contracts where there is an actual contractual agreement rather than simply the purchase of a license. The contracts module seems like a likely place to log these licenses because of the ability for ensure visibility of the expiry of the license. My question is, are people generally tracking this through
Chrome releases security updates to fix critical vulnerabilities
Hello everyone, Chrome has updated its stable channel to 83.0.4103.97 for Windows, Mac, and Linux. This update comes with security fixes for several vulnerabilities. The details of the vulnerabilities are as follows: CVE ID Vulnerabilities Severity CVE-2020-6493 Use after free in WebAuthentication High CVE-2020-6494 Incorrect security UI in payments High CVE-2020-6495 Insufficient policy enforcement in developer tools High CVE-2020-6496 Use after free in payments High To patch these vulnerabilities
Chrome releases security updates to fix critical vulnerabilities
Hello everyone, Chrome has updated its stable channel to 83.0.4103.97 for Windows, Mac, and Linux. This update comes with security fixes for several vulnerabilities. The details of the vulnerabilities are as follows: CVE ID Vulnerabilities Severity CVE-2020-6493 Use after free in WebAuthentication High CVE-2020-6494 Incorrect security UI in payments High CVE-2020-6495 Insufficient policy enforcement in developer tools High CVE-2020-6496 Use after free in payments High To patch these vulnerabilities
Outgoing Mail No longer working CertPathValidatorException: timestamp check failed
We are using ServiceDesign Plus 8 and over the weekend our outgoing mail sending stopped working. When i checked the logs I am seeing multiple exceptions all related to Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: timestamp check failed When I contacted our mail service provider they said that this was caused by "Sectigo AddTrust External CA Root Expiring May 30, 2020" see https://support.sectigo.com/Com_KnowledgeDetailPage?Id=kA03l00000117LT
Request send by email (HTML) and SQL query in int - formatting issue
Hi, When user send ticket to our ServiceDesk and put in that ticket some SQL query there is some werid formatting issue - some of the spaces are missing and that SQL query is not usable. The same query puted to a ticket made by ServiceDesk web page is OK. The problem is ony on SQL query text imported from email For example: 1) oryginal (part of the) query: WHERE ContractId IN ('KP051', 'KP052', 'KP057', 'KP059') 2) the same query text imported to sdp from email: WHERE ContractIdIN('KP051','KP052','KP057','KP059')
Filter Sites List Columns
Site module need to this features: 1- Filter Sites List Columns 2- Additional fields 3-Report Site information with all columns Is it possible? We have more sites we want manage and view all of information about sites on Servicedesk
[SDF-63991] Prevent add task in request that closed
Hi, For security reason, I wanna to prevent add task in request that closed. What should I do? Thanks for helping
[SDF-62574] Add new fields to all Templets
We have more than 40 Templets (Default Request, Incident Templet, Service Catalog Templets) We want to add new field to all. Would you advise me if there any way to add it for all without go one by one? Best Regards, Emad Previous
ADSelfService Plus 6.0 Release !!!
Hello Everyone! We are glad to release the ADSelfService Plus build 6000, which includes the service pack for builds 5816 and 5817 Highlight: This release comes with a service pack that can be used to update your ADSelfService Plus to get the flat GUI as well as the enhancements and bug fixes released in builds 5816 and 5817. Enhancement: An option to renew the SAML certificate has been implemented. Issues fixed: The SMS notifications sent during MFA contain HTML code. Improper functioning of CAPTCHA
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