Can requesters resolve and close their own request?
Hi there, SDP 8.1.0 Build 8123 As the subject says. Can a requester close his/her own request and/or possibly add the resolution as well without involving the technician? I can't seem to find such option in requester view. Thank you for the advice.
Mobile App Alerts
I hate having my phone chirp at me for minor issues, such at an Interface going up or down on a switch. 99.9% of the time, these are not actually issues (though I still appreciate them being logged). If it were an issue, I'd be getting an alarm that said a server was not available, etc etc. From my reading, I understand that OpManager is setting Interface Down events as a "Trouble" event. Is it possible to configure the mobile app in android to only alarm for Critical events?
Create a custom report based on weekly tickets status
Hi all, I would like to create a report with below criteria. Display number of tickets received on last week Display number of tickets CLOSED on last week (tickets were received on last week as well) Display number of tickets received on last week, but not yet CLOSE Display number of tickets CLOSED on last week and that ticket was received before last week Group by Category Display the total of the above I think the point 1 and 2 could be use the "close on same week" fields, but for point 3 and point
Update from 9400 to any recent build failed
Hello Community, We have a problem when updating our ServiceDesk Plus Build 9400 to any recent build. A couple of weeks ago, I updated to build 9414 and at the end of the update, I have the ''Failure , Please check the link : http://www.manageengine.com/products/service-desk/upgradefailure.html'' message. I rewind to build 9400. Yesterday, I tried to update to build 9417 and I had the same error. I don't know why this happens.. Anyone have the same problem? I have the updatemgrlog0 file if you need
How to change the account of an asset?
I just need to change the actual account of an asset to another. Is it possible? I mean, from the beggining the asset is created associated to an existing account. The issue is if I want to move the same asset to another account. Thanks!!!
Problem RDP Connection local account
Hi i am trying to start RDP connection from Password Manager to a windows machine that is not in a Domain and it is in a workgroup. so when i add the device in the resources and add local account then start rdp session it stuck in "Please wait while Connecting". but for the joined to domain devices it is ok and i can connect to RDP. any idea what i am doing wrong? also the version is 9.7 thanks for the help
Report and Business Unit
Hi, i've setup 2 business unit with same pool of Support Rep. How to generate report from all Business Unit?
Feature Request: Resource Management
We're testing the new resource management function and have some feature requests or questions for the team: - Under the Home page, would like additional filter options including Project Title - Under the Home page, would like to be able to filter by Project - the ability to create a project team filter instead of recreating via the Technician filter - Under Project filter, would like to be able to filter on specific projects and not just members - ability to view the Task Description on hover -
[SOLVED] No reports are generated / Your Version : 11.1 Build 11105
Build Information Your Version : 11.1 Build 11105 Linux / 64 PostgreSQL Server hi help me) No reports are generated What logs should I look at?
Backlog criteria in SDP ticket
Dear all, I would like to know the criteria of an open ticket will become a backlog ticket? Warmly regards, Carmel Lee
ADSelfService Plus 5813 Release
Hello folks! We are delighted to announce the release of 5813. Issue Fix: A security issue that arises when the 'User must change password at the next logon' option is enabled in Active Directory has been fixed. New to ADSelfService Plus? Download the fully functional 30-day free trial now. Regards, ADSelfService Plus Team Toll Free: +1-84-245-1104 Direct: +1-408-916-9890 Email: support@adselfserviceplus.com
Steps to secure MSSQL database connection
Hello folks, This post explains you the steps that need to be followed to secure the database connection in ServiceDesk Plus. How to connect secure MS SQL Server? Summary of Steps: 1. Create SSL certificate 2. Import the SSL certificate to SDP setup. 3. Enable SSL Encryption in SQL Server Step 1 & 2: To start this process, we need to create an "SSL Certificate" it could be either self-signed or third party certificate. Do follow the below steps in MS
Copy a folder and then change permissions
I have a Configuration which successfully copies a directory and its contents from a network share to a local PC. But one folder needs to be open for users to write to once they start the application it is associated with. I need to update the permissions after copy so that the user group Users can read and write to this directory. Thanks!!
[SD-84327] Issue with backup going from 08 to ver 10
Hi there, we are trying to update to the latest version 10 but when we try to do a backup it fails, we are on 08 and never had an issue before, screenshot attached.
Reporting on User details
Hi, I have a couple of report related queries and hope you could assist. Firstly, I cannot find a pre-defined user report and need to create one. We have a some additional fields to be added as well. and it needs to cover requesters and technicians. What I am looking for is sth like: Name Line Manager Department Site City Region Company We also have an issue in that when accessing the technician profiles the field "site" is not available i.e. we cannot amend/correct it. How can we go around this?
[SOLVED] Removing automatic assignement of a users asset to a request
Hi Community, We just switched over from our old Ticketing-System to the Requests Module in SDP. As of right now, as soons as a request is generated through mail or manually, the asset assigned to the Requester is added to the ticket. As not all requests are related to an asset (such as file permissions) we'd like to change it so we have to manually add the asset if needed, not the other way around. is there a setting to change that? Thanks for the help! Best Regards, Patrik
Google Chrome critical updates
Hello folks, On February 24, Google released a new stable channel update 80.0.3987.122, for Windows, Mac, and Linux. This was done to address several vulnerabilities in Google chrome. There were 3 security updates released out of which CVE-2020-6418 is rumored to be exploited in the wild. Google further affirms this saying that they were aware this exploit existed in the wild and could have been exploited as a zero-day. List of the security updates released: CVE-2020-6407: Out of bounds memory
Google Chrome critical updates
Hello folks, On February 24, Google released a new stable channel update 80.0.3987.122, for Windows, Mac, and Linux. This was done to address several vulnerabilities in Google chrome. There were 3 security updates released out of which CVE-2020-6418 is rumored to be exploited in the wild. Google further affirms this saying that they were aware this exploit existed in the wild and could have been exploited as a zero-day. List of the security updates released: CVE-2020-6407: Out of bounds memory
[SDF-47555] Bulk Import Sites & Sites Details via csv
Bulk Import Sites & Sites Details via csv
Unable to reach from Office 365 Account to Desktop Central.
We have Manage Engine ServiceDesk Plus 9425 Version. We have already migrated out Helpdesk email account to Azure Office 365. When we are trying to connect that account with on-premises Helpdesk. It is failing. Do I need to update something on HD?
OpManager installation MSSQL Host name or port number is incorrect
MSSQL 2017 was installed in Windows Server 2016. OpManager is now installing in the same server. An SQL Server local account was created - named "opm". Confirm can login through SQL Management Studio. At the stage of "Select the backend database for OpManager". Choose "SQL Authentication" Host name is <the_computer_name> Port is 1433 Database name is OpManagerDB User name is opm Password is <the_password_of_opm> After click "Next". Shows "Host name or port number is incorrect". Already tried input
Confidential information storage in ServiceDesk
What is the best experience for logging information into a ServiceDesk software? Somehow Where can I insert and keep my password,username and configuration codes Softwares/Servers/VMs/ Switchs/Routers ,...in the ServiceDesk ?
Google Chrome critical updates
Hello folks, On February 24, Google released a new stable channel update 80.0.3987.122, for Windows, Mac, and Linux. This was done to address several vulnerabilities in Google chrome. There were 3 security updates released out of which CVE-2020-6418 is rumored to be exploited in the wild. Google further affirms this saying that they were aware this exploit existed in the wild and could have been exploited as a zero-day. List of the security updates released: CVE-2020-6407: Out of bounds memory
Merge Users
While merge users this Error appears in csv file (userMerge_603_failure_158253796.csv): "No rows found for the table ProjectRoles in this DataObject "
Hide Unassigned tickets from staff not in support Groups
Hi We are having a bit of frustration with unassigned tickets that are not in the same support groups from other people. We only want to show unassigned tickets to those staff in the support groups that the ticket is in. We use business logic to send tickets to various support groups, but everyone can see them until they are picked up. Is this possible?
[ SDF-28651] Survey Notification
Survey Notification to Tech, when a requester fill the Survey
How to take away Category and subcatergory
Hi When a user logs into the portal and selects new incident. I need a way to remove catergory and subcatergory so the user can see them. I still want to use them on each incident but just not put in the users control or vision. Dave
How to setup ServiceDesk Plus to be accessed via the Internet
Hey Our ManageEngine ServiceDesk Plus has been setup on our cloud server and our users can access it locally while at the office. We now want to set it up so our users can access it from outside of the office/home and we are not too sure how to set this up. Is there a manual or setup guide you guys can recommend on how to get this ball rolling. Regards. Nathan
Feature Request - VIP Technician
Hi, We have just implemented using the VIP User for our Executive but there are 2 which are Technicians in ServiceDesk which we would like to set them as VIP as well. Is this possible? Regards, James Rittmeyer Fraser Coast Regional Council
Self Service Portal Customization - New issue
Hi There Is there anyway to add a big button to this for new issue or have when you search the "How can we help you?" new issue be part of that. Dave
database Query to Update an special status with another status in request history
I defined a Wrong status in System and some of the requests are done by this status. now i have to update the requests' history with the correct status. Can anyone help me with that?
[DidYouKnow -6] Customize cell or background colours of the request list view for better signification
Hello folks, With ServiceDesk Plus v11, an option to customize the request list view with colours has been introduced. This allows us to identify the requests that need our prompt focus. Personally many of us have always liked the idea of using colour to convey contextual information for on-line text content. The crucial benefit of this feature would be the transfer speed for very simple information and the avoidance of needing to understand a local language. i.e. a red traffic light works better
Deploying Office 2019 but need Office 2016 removed first.
Office 2019 along with Visio & Project 2019 cannot be deployed if the 2016 or any prior versions of Office is still installed. Including the command <RemoveMSI /> or <RemoveMSI All="True" /> to the config.xml file as stated by Microsoft to remove the older versions during installation is there but it does not remove prior versions office/visio/project. What other means is there to upgrade the users to Office 2019 that successfully removes the older versions of Office?
Sort and Customize asset fields
Sort and Customize the order of display of asset information fields Default fields and new custom fields too.
New User creation via AD Manager - Account expires problem
Hi Team We have just noticed that if we want to set an expiration date on a new account the dates in the calendar are coming all wrong We are on : Version : 7.0.0 Build Number : 7050 Is that fixed on the last build - 7051?
REST API v3: Filtering assets from JSON input.
I am attempting to use the REST API v3 via Powershell to get a list of all assets in Service Desk. However, I would like to pre-filter this list, since we have well over 2,000 assets listed, most of which are not relevant to my needs. I would like to filter by a specific product name. Here is how I am currently fetching: [int]$index = "1" while (!$check) { $input = @" { "list_info": { "row_count": 100, "start_index": $index, "sort_field": "name", "sort_order":
task tab
Hello, i have many technician that complain it is annoying to reach task list. technician's work in team and the filter they use is a custom filter of all task for their groups all pending. so, to go that list they have to click on home, then in the dashboard widget on show all task or going in the menu and select all task in that menu. for all others there is one click but task. I'v also being ask to change the dashboard of my task to the filter they use in task list. is there a way i can achieve
Not able take the full backup after upgrade from 9414 to 10012- PGSQL- Service Desk pro Plus
Hello Team, Last month i have upgraded my application from 9414 to 10012 but after upgrade the build manual full backup and scheduled backup both are not working. please refer the snap attached herewith. help me what may be the resolution for the same, Thanks Regards, Subrata
Incorrect Survey Results - 80% is the new 100%
Hi guys, bit of a strange one since we updated ManageEngine patches recently. We have 3 questions on our survey, I noticed that after updating, the order of the answers changed. It was initially: Strongly Disagree, Disagree, Neither Agree or Disagree, Agree, Strongly Agree. Then for some reason Strongly Agree and Niether Agree or disagree changed places (I cant recall if other fields swapped around before I changed it back. Now, when people put Strongly Agree as their reuslts, the Satisfaction
Reply templates/placeholders
HI, I was wondering if there was a way to have a placeholder for when we want to reply to a client. We don't want to use the automated response but if we could have a placeholder for when a ticket is resolved and we can change small details about the reponse that would be great Thanks
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