Survey Functionality only for default incident template?
Good Day We want to make use of the survey function of Servicedesk Plus. However we have multiple incident templates and the survey only gets sent if you close a ticket with the default template. If you close a ticket with another template, the survey does not get sent. How can I achieve, that the survey gets sent when closing any incident template?
Duplicated pictures in Description - problem
Hi, We have issues with duplicated pictures in description field. It should be just one picture attached but it isn't one but 2 of them. Please see attachment! Thanks in advance! Br, Domagoj
Visibility of tasks in Scheduler to Groups
Hi, We receive external notifications which is required to be passed on to specific groups in addition to specific technicians . We wanted to use the Calendar (Scheduler) available, wherein tasks can be created and assigned to groups/ technicians, multiple selection options. As per the current options available under Tasks to be created in Scheduler, the tasks can be assigned to only specific Technicians. Can any other option be suggested to meet the requirement. Can we add Groups to be assigned
"Out-of-band" fix rolled out for the leaked Eternal Darkness bug
Hello folks, Earlier in March 2020 Patch Tuesday, Microsoft has announced a security advisory on an unpatched vulnerability in the SMBv3 protocol (CVE-2020-0796) with a temporary workaround in place. Now a fix is available for this vulnerability as KB4551762, for Windows 10, versions 1903 and 1909, and Windows Server 2019, versions 1903 and 1909. Microsoft strongly recommends that you install the updates for this vulnerability. In case you have applied the workaround published earlier and wish
"Out-of-band" fix rolled out for the leaked Eternal Darkness bug
Hello folks, Earlier in March 2020 Patch Tuesday, Microsoft has announced a security advisory on an unpatched vulnerability in the SMBv3 protocol (CVE-2020-0796) with a temporary workaround in place. Now a fix is available for this vulnerability as KB4551762, for Windows 10, versions 1903 and 1909, and Windows Server 2019, versions 1903 and 1909. Microsoft strongly recommends that you install the updates for this vulnerability. In case you have applied the workaround published earlier and wish
Barcode Scanner
Hello, can anyone recommend a specific brand/model Barcode scanner which integrates well in Manageengine service desk plus? We would like to utilize the option for generating barcodes for New and Existing Assets. We are running version number 11.1 , Build 11105 Regards
Install agent after macOS device is successfully activated
How would I go about getting the DC agent installed automatically after my MDM managed macOS computer is successfully activated and my profiles successfully applied? I can see the ME MDM application was installed and is running, showing an icon by the clock (top right).
One MSP Approver for all accounts
We would like to set up one MSP approver, who is an technician of MSP, for some special categories service request of all accounts. Flow: Requester 1 (Account A) -> Center Manager of Account A -> A technician (Service Owner of the category) Currently, we can not setup a technician in any organization roles because he/she isn't belonged to that accounts and must setup specific his/her name to approval flow. I got the issues when the technician would leave his/her position, I manually change approval
Reinstall OpManager app Manager Plug in
Question: If I reinstall the op manager app manager plug I lost the data for the monitor configured? Regards
Automated asset register (MAC address port location tracking?)
Hi Everyone, I have set myself a side project for this year, which is to create an automated asset register. Basically I want to know the physical locations of all my client devices, in a completely automated way. My thinking is something along the lines of this: (I already know every outlet in each office and where it cables back to, and in which switch port) 1. Use Solarwinds to interegate the switches to see which MAC address is connected to which switch port 2. Write the above into an SQL database
Reports on closed / resolved requests
Hello, We are facing issue where technicians solve easy tickets. It's good in a way but it skews the statistic. They are closing more then others. I guess I'm not alone with this problem, my idea was to create a report showing the max/min age of closed tickets closed per technicians. There are maybe some other good solution that I haven't thought of.
How to get the notes query.
Hello and sorry in advance i'm a very very new user and without much knowledge about servicedesk or the query system. (I'm from spain so english is not my first language) I have this actual query, but it's missing the notes from the tickets: I need to get all the notes that contain the word ("reclam"), is there any way to do this? right now it gets everything that has the word reclam in it, that is description, category (everything) "as you can see in the .png file" SELECT WOH.WORKORDERID ,WOHD.HISTORYID
How to push software when template is updated?
Hello.. I know how to create a software configuration and push them, and how to create packages from templates. What I don't understand how to do is for a software to get pushed to computers when the template is update with a new version. For example, I have client computers that install Amazon Workstations from the Self Service Portal. When the template is updated, the version on the Portal is updated automatically. But how can I tell Desktop Central to force install this new version on the client
[Free e-book] Resolve your help desk's biggest challenges with analytics
Help desks are constantly firefighting with little or no time to look into their own problems such as staffing or technician skill. This e-book outlines a few key help desk challenges and offers actionable solutions to tackle them.
[Free e-book] Resolve your help desk's biggest challenges with analytics
Help desks are constantly firefighting with little or no time to look into their own problems such as staffing or technician skill. This e-book outlines a few key help desk challenges and offers actionable solutions to tackle them.
[Free e-book] Resolve your help desk's biggest challenges with analytics
Help desks are constantly firefighting with little or no time to look into their own problems such as staffing or technician skill. This e-book outlines a few key help desk challenges and offers actionable solutions to tackle them.
Allow techs to pickup but not assign.
I have an issue where my technicians are sending tickets to other technicians. Is it possible to seperate the pickup and assign features? I have tried disabling the feature os "assign" in the role but then they cannot pickup eaither. Please Help...
How to free up disk space for SDP server?
Hi, Can someone advise me what are the ways to free up disk space on SDP server? It is running low on disk space. Build Information My Version : 9.2 Build 9236 Thanks
ServiceDesk - Resending a response appoints several lines of blank text
I've noticed this recently but I am not sure if this is intentional or not. When i am in a ticket and i go to 'resend' an e-mail, it opens to the reply screen but it appends several blank lines above the original reply. This does not happen in any other situation that i've noticed. An example is below.
Response Time VERY SLOW TODAY
Is there a problem with ManageEngine in the Cloud? We have noticed very slow response time today, and over the last hour, some are getting kicked out altogether.
Upgrade failed 10008 to 10500 Windows Postgres Error Migrating
During the update process, an error appears in Postgresql migration. Log: [2020-03-11 17:56:45.176 CET]|[3456]|LOG: database system is shut down [2020-03-11 17:56:50.106 CET]|[4788]|LOG: database system was shut down at 2020-03-11 17:56:45 CET [2020-03-11 17:56:50.121 CET]|[3092]|LOG: database system is ready to accept connections [2020-03-11 17:56:50.527 CET]|[4580]|FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "postgres", SSL off [2020-03-11 17:59:07.073 CET]|[2548]|ERROR:
ADSelfService Plus 5814 Release
Hello folks! We are delighted to announce the release of 5814. Issue Fixes: Issue of unnecessary characters in SMS notifications when using the SMTP provider due to improper encoding type. Issue in generating the Enrollment Reports graph in the Dashboard tab. A vulnerability issue in the ADSelfService Plus login agent has been fixed. Issue of password reflection during password reset. Issue of a Cross-site Scripting vulnerability. New to ADSelfService Plus? Download the fully functional 30-day free
Clearing Patch Status
Is there a quick way to reset/clear the patch status on some machines? I have several that were patches manually that are showing previous failures. These don't appear to clear so I was hoping to manually reset it.
Cannot login to ServiceDesk after update from 8.0 to 9.3
I introduce myself, I'm Martin izquierdo, I work in the Technical Support area of an IT company, we use ServiceDesk Free, we were in version 8.0, we have upgraded to version 9.3 (we are trying to update it to the latest version), What happened is that after restarting the virtual machine on which Servicedesk is mounted, we could not log in again with any user to the ServiceDesk console, we have tried many instructions that we have found online, of your Forums, and we have not been lucky, we need
Incident Request Workflow
I have a need to funnel Facilities requests to sub-queues. The idea would be that an incoming request get's filtered by the email address and directed to the Facility queue, which would have sub-queues for each location. What's the best way to handle this in ME? Sorry new user to this... Bill
Exchange Reporter Plus show Exchange EdgeSync services was failed on CAS servers
Dears Exchange Reporter Plus show Exchange EdgeSync services was failed on CAS servers, however in fact we never use edge server role in our environment ,so the servers wasn't started on CAS servers. Is there any configurations i can used to exclude Reporter to monitor those services, so there is no red cross on the monitor page.
Problem after update
We tried to upgrade from version 9307 to version 9336, according to this instruction https://www.manageengine.com/products/service-desk/migration-sequence.html Update was successful. But after entering the administrator login and password, the system gives an error (russian) What could be the reason?
Dell API update for Warranty fetch details
Dell has announced that the API to check for warranty details will be deprecated as on March 12, 2020. The new APIs for Dell has been released in build 10.0.479 and above. To continue to fetch warranty details in Desktop Central securely, follow the below given steps. 1. Log in to your Desktop Central console, click on your current build number on the top right corner. 2. You can find the latest build applicable to you. Download the PPM and update. Cheers, ManageEngine Team
March 2020 Patch Tuesday updates
Hello folks, Good day. Quick update on the March 2020 Patch Tuesday. New Security Bulletins : 2020-03 Security Monthly Quality Rollup for Windows Server 2008 for x64-based Systems (KB4541506) (ESU) 2020-03 Security Monthly Quality Rollup for Windows 7 and Windows Server 2008 R2 for x64-based Systems (KB4540688) (ESU) 2020-03 Security Monthly Quality Rollup for Windows Server 2012 for x64-based Systems (KB4541510) 2020-03 Security Monthly Quality Rollup for Windows 8.1 and Windows Server 2012 R2 for
March 2020 Patch Tuesday updates
Hello folks, Good day. Quick update on the March 2020 Patch Tuesday. New Security Bulletins : 2020-03 Security Monthly Quality Rollup for Windows Server 2008 for x64-based Systems (KB4541506) (ESU) 2020-03 Security Monthly Quality Rollup for Windows 7 and Windows Server 2008 R2 for x64-based Systems (KB4540688) (ESU) 2020-03 Security Monthly Quality Rollup for Windows Server 2012 for x64-based Systems (KB4541510) 2020-03 Security Monthly Quality Rollup for Windows 8.1 and Windows Server 2012 R2 for
March 2020 Patch Tuesday updates
Hello folks, Good day. Quick update on the March 2020 Patch Tuesday. New Security Bulletins : 2020-03 Security Monthly Quality Rollup for Windows Server 2008 for x64-based Systems (KB4541506) (ESU) 2020-03 Security Monthly Quality Rollup for Windows 7 and Windows Server 2008 R2 for x64-based Systems (KB4540688) (ESU) 2020-03 Security Monthly Quality Rollup for Windows Server 2012 for x64-based Systems (KB4541510) 2020-03 Security Monthly Quality Rollup for Windows 8.1 and Windows Server 2012 R2 for
Approval through an email
Hi All! I have a "Requester" who are approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Service request report
Hi there, I need to run a report from service requests which include additional fields (below) Column Name UDF_LONG1 UDF_CHAR1 UDF_CHAR10 UDF_CHAR2 UDF_CHAR3 UDF_CHAR4 UDF_DATE1 UDF_DATE2 UDF_DOUBLE1 UDF_DOUBLE2 UDF_CHAR5 UDF_DOUBLE3 UDF_CHAR6 UDF_DOUBLE4 UDF_DOUBLE5 UDF_CHAR7 UDF_CHAR9 Could someone please help me with the query? I do have service request query, and i have tried to add the above fields, but not working? SELECT wo.WORKORDERID AS "Request ID",
wo.TITLE AS "Subject",
Import requesters from multiple countries at one go
We need to import requesters from different countries. Instead of importing the requesters from one country at a time, can we import requesters from multiple countries at one go? If yes, then how?
5936812
can anyone help me with the below issue when I want to modify the LDAP password is gives error update failed and I am not able to import the user from active directory as well
Ability to Assign Technician in another group from Dropdown.
We currently have an On-Prem instance with multiple groups. All of the tickets default to the Tier 1 group. Many times, the Tier 2 team forwards in tickets for themselves. It would be beneficial if you could assign multiple tickets from the Requests' Assign dropdown no matter what group the technician is in. SDP should be smart enough to automatically change the group based on what technician you select. When I select the technician I'd like to assign to, *the technician themselves* it gives me an
Announcement on directory traversal vulnerability
Dear users, We had identified directory traversal vulnerability (also known as file path traversal) in ServiceDesk Plus which is a web security vulnerability that allows an attacker to read arbitrary files on the server that is running the application. This vulnerability has been reported in the build 11100 and we have fixed it in the latest patch 11106. We request you all to upgrade the application to the latest build if you are on any build between 11100 and 11105. You can download the service
[SDF-48875, SDF-52451, SDF-43382, SD-85391 and SD-85392] Link request behaviour
Some suggestions for linking requests :) 1) On my browser (Firefox for Mac) the link popup window is always too small so you have to scroll down to find the link button. Would be nice if it was visible from the outset as otherwise it's not obvious it's there! 2) It would be really handy if tickets from the same requester were highlighted/displayed by default as I find that the vast majority of link requests are where someone asks a different question on the tail of a previous one. 3) It'd be nice
Worklog Report
With the new worklogs, I'm trying to get a report together that consolidates the worklogs across all modules from the chargestable. I'm not sure how to get what the worklog was tied to. Here is the data I am looking for: Origin Type (Request, Change, etc.) Origin ID Technician Description CreatedTime Time Spent I am looking to get this data for a specific range - Daily, Weekly, Monthly, etc. I am on pgsql.
Need to monitor last generated file on linux system
Hi guys, I would like to monitor the las generated file with below custom cli command $ls -l |tail -1 I could see return on 'test script' with last geneted file name but I don't know how it displays in dashboard as a text. Is there any way to display output with text form?
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