Upgraded from 9.3 to 10.5 now can't connect to PostgreSQL port 65432
As the title says, we use Power Bi for reporting and since the upgrade we cannot connect. Using telnet from various machines (to make sure it's not the client but the host) I can telnet to various other ports on the Help-desk server like 80, 8080, but get connection refused on 65432. I have a support ticket open but was wondering if anyone else had this issue? Thanks in advance.
Leaver process - how to know what software an employee has against them?
Hi, I am putting some processes together for when an employee leaves our company. Usually, our HR department emails us to find out what assets (hardware) is associated to that employee who is leaving. HR then contact them to let them know that we need this kit returned to the IT department upon their last day in the office. Currently we have different spreadsheets holding bits of information. It is quite a tedious task to find out what someone has against them. Therefore, i am planning to put
Query about the version update process
Good day The annoying part will consult how we should proceed to update from the version that we currently have 9.0 (9017) to the new available 11.00 (11000). Verifying the information, we have information to do it from Buil 10000 onwards and then given how to do it if you have build 7612 or earlier I remain available.
selfserviceportal change links
Hi I was wondering if it is possible to change the links in the selfserviceportal. what i want to do is when our users click on the "create a ticket" (see picture ) it will automaticly go to the Incident Template. now it works like this "click on create ticket > chose a catogory > click on default request. We only have the default request template so chosing catogory is pretty pointless
Request creation via REST API - populating the requester field?
Hi, Is it only possible to put the full name of the requester in the "requester" field in the JSON payload when creating a Request? I tried to add the email address and the login name as well, but in these cases the requester was not recognized, but new requesters were created automatically... If using the full name (case sensitive?) is the only option, what happens if there are two requesters called John Smith? How to distinguish between them? Thanks and best regards, Tamás
Duplicated technicians after re-assign
Greetings, We use ServiceDesk Plus 11.0 Build 11002 and PGSQL. We have an issue with duplicated technicians after re-assign users to technicians. All users're importing from AD but before in use was LDAP. After changing the import mode issue looks like this when we want to assign ticket to someone from the list we see duplicated technicians. But in technicians list into the Admin looks normal: Will be appreciate for any help.
Servicedesk Plus with Chrome 77.0.3865.120 turns all checkboxes on
Since a couple of weeks I have notices my chrome turns all checkboxes ON when accessing the Request and Problem page (not on the changes page). I have yesterday updated SDP from version 10 to 11.002 and this did not change the behaviour. Other browsers do not have this same issue, is there some kind of chrome auto-checkbox option that needs to be turned off ?
APM PLugin for Opmanager Administrator not authorized
Hello, OPManager User with Administrator Role are not able to enter in the Admin Panel of the APM Plugin
PPM Installation failed. Please contact the support team. 9121
Dear support Try to upgrade service desk to 9121 But It is field .Now service does not started now. nothing happen when i started I am try to use commend run.bat I receive below message : "Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details"
Exclude a technician from a query report
Hi All, i need your help in excluding some technicians from a specific query report, and i'm using MSSQL environment. please suggest a solution and thanks in advance.
MDM block software installation
Hi, I'm working on an implementation of MDM addon in Desktop Central Enterprise edition. And now I have a question - how can I restrict a user from installing software? I found some policies in the profile manager, but I assume it works only for Store Apps. And I want to restrict installation of any software (exe, msi, etc)
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
PatchManagement
Hi, my problem is, that the PatchManagement report me, that it could not download Opera and i will activate my firefall or set a rule on the Virusscanner. The Firewall is deactivated in the domain network and a rule for the ESET NOD Virusscanner is set on all servers. When anybody have a resolution...;-)...please....upload from my desktop: It cames the same message...
How to fight password theft using the multi-factor authentication techniques available in ADSelfService Plus
Issue: One of the main intrusion techniques used by hackers is password theft. In fact, stolen credentials ranked first in the top 20 data breach action varieties in 2018. Use case: Most organizations rely heavily on passwords to secure their network resources. However, users deal with their password saturated lives by often creating weak passwords and reuse them across critical business accounts. This makes stealing passwords the easiest way to get hold of network resources. Hackers only need to
How to configure custom LDAP attribute in ADManager Plus
ADManager Plus allows you to set the values of custom LDAP attributes in AD in just a few clicks, without using any PowerShell or VB script. Prerequisite for configuring LDAP attributes in ADManager Plus: Custom LDAP attributes must already be configured in AD by extending the AD schema. Steps to configure custom LDAP attributes in ADManager Plus: 1. Logon to ADManager Plus and navigate to the Admin tab. 2. Under Custom Settings, click on the LDAP Attributes option. 3. Click on Add Attribute.
Better email behaviour
In smaller companies (and sometimes not so small) ticket interactions are primarily via email - I have always operated a rapid response helpdesk where my team can do initial triage, at least, via email. For this we need email in each direction to operate with full fidelity - formatting, clever use of headers, attachments, etc. I know SDP has been (very slowly) improving things in this area, but really I would expect: 1. An email sent to the helpdesk by a requester to be passed through to the techs
IT analytics in 90 seconds: How to manage your privileged accounts' passwords like a pro
Gain comprehensive insights into password behavior and secure your privileged accounts using Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: How to manage your privileged accounts' passwords like a pro
Gain comprehensive insights into password behavior and secure your privileged accounts using Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today.
Custom Report to Show the number of notes left on requests
We would like to be able to track tickets that have been sitting with a team for an extended amount of time. Our helpdesk leaves notes on tickets that state to "Call User" when the requester calls back in on a ticket. We want to be able to run a report that shows: ID# | Group | # of Notes on that ticket We are on 10.5 Build 10509. This is a MSSQL database.
File Transfers to Linux(Unix) servers
Would be very nice to have a file transfer method for SSH sessions like they do for Windows RDP sessions.. As is I see no way through PMP to transfer files to Linux(Unix) servers
Incoming e-mail is multiplied 100s of time in SDP with General Exception3
Hi all, We are facing the current critical issue: - some incoming e-mail are being multiplied 100s of time in SDP with General Exception3 - there are no multiple incoming e-mails for the same subject/sender so this is happening only in ME - in logs we have the following reported errors: General Exception3 - Unknown cause3. If we delete the orifinal e-mail from the source mailbox, the mail fetching work OK. After a while, another e-mail is starting to get mutiplied and the issues is repeated. Please
Servicedesk Plus Standard Edition: Auto-populate value in template fields based on contents of e-mail ticket
Hi, We have enabled setting of ticket creation via e-mail. However when an e-mail ticket is created, template fields are not auto-populated. Our users request for template fields to be automatically populated based on contents of the e-mail and field mapping. Can SDP Standard Edition cater this request? If yes, please advise how. Looking forward for reply from ME engineer. Thanks & regards, Adilah.
[Password Manager Pro Masterclass] Connecting securely to devices in remote isolated networks.
Hi there, In the previous Masterclass session, we learned how to cater to the access needs of both internal users and trusted outsiders with adequate security controls. Here's the video recording of the session for your reference. The next session will focus on enabling secure communication between isolated networks without removing firewall protections for effective credential management. Password Manager Pro Masterclass Connecting securely to devices in remote isolated networks. Thursday,
ServiceDesk API Callback URL
Hello community, I'm in the progress of evaluating the SDP Rest API. One feature that we require is receiving the status change of a request in various external services. Here it says that one can set a callback URL which is triggered once the ticket has been resolved. https://help.servicedeskplus.com/api/rest-api.html To test this I installed SDP on my machine and created the default ASP.NET Core Web API project. However after creating a ticket via Postman and setting the callback_url to "http://localhost:61046/api/values"
Set description based on multiselect fields
Hi, I had created a script to populate the fields into description. However, i can't get the multiselect value to the description. It appeared "Undefined". Screenshot of the form And here is the script var description_content=$CS.getDescription(); $CS.setDescription(description_content + "I'm requesting SSLVPN as per information below.<br><br>SSLVPN Type:" + $CS.getValue("WorkOrder_Fields_UDF_CHAR36") + "<br><br>" + "Requester Name (External Only):" + $CS.getValue("WorkOrder_Fields_UDF_CHAR37")
Browsing History
Will this report on users browse history? Will this work on a Chrome device or is it Windows only? Mark
Support for Chrome on Linux - will it happen?
The product is described as Windows only for now. Any plan / date for supporting browsers under Linux? Thanks
[DidYouKnow -18] Quick data migration from other HelpDesk tools to ServiceDesk Plus.
In ServiceDesk Plus we have the following tools that support quick data migration. Also, we have come across a few scenarios, where customers stay with the old build of ServiceDesk Plus, after years when they plan to upgrade, they need to perform a sequence
ReadMe document of SDP before the release 9400 is not available
Hi Expert, It's found the ReadMe document of SDP before the release 9400 is not availabe through the link as below. https://www.manageengine.com/products/service-desk/readme.html Since the release of our SDP is 9230 and we're going to upgrade it recently, we want to know the details of upgrade service pack. Where could we get the required info? Or would you please send it to me? Thanks Oliver
Technicians \ VIP
We have users - technicians who also have "VIP status" and send requests to other departments. I can somehow mark them as a VIP-User? This option is only available for users - requesters. P.S.: Do you plan to add the icons for the groups of technicians and users? By analogy withVIP users. Visually, it helps to use.
[ForYourInformation -18] Designate technicians as VIP users
Hello folks, From version 11, a technician can be flagged as a VIP user. Navigate to ESM directory > User Management > Users, search for the user and mark him as a VIP user. Once marked, the VIP batch would be displayed in the technician list view. Benefits of marking technicians as VIP users, Executives like CEO, CIO, CFO, and other high-level IT Managers can be listed as technicians. They will
PHP Create Request v3 API Issue
I'm guessing I am missing something simple. Can can't seem to get my sample code to create a new request. The code: $payload = ' { "request": { "subject": "API Test Ticket", "description": "Some sample JSON to test v3 API", "requester": { "email_id": "bbunny@amce.com" } } } '; $ch = curl_init(); curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "POST"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Accept: application/vnd.manageengine.sdp.v3+json', 'TECHNICIAN_KEY:
Deploy extensions to Edge from the Microsoft Store
Is there a way through Desktop Central to force deployment of apps, specifically Edge extensions, from the Microsoft Store? Also is there a report that shows what apps have been installed from the Microsoft Store?
Weird Issue in User Administration
I am not sure if anybody else is facing this issue on Admin > Global Settings > User Administration. If the Full Control is enabled for SoM module in Technician user role, the role assigned users are not able to Add or Remove Computers from SoM > Computers ONLY if they have a scope defined. This issue is not seen when no scope is defined (or the user have global access).
Unable to assing email request to any technicians
Hi I'm testing out the software and only last thing that I couldn't work it out is assinging ticket by email. I am unable to assing email ticket to any technicians and also administrator unable to pick up ticket as well. I kept gettin error "failure: assigning group/technician failed" Everything is working well, I can assign if ticket is log via web ( by requestor) or created by admin. Have anyone seen this issue before ? Have I missed anything when setting it up ? Any suggestion would be greatly
Desktop support folks to view passwords
Does anyone know if I can let my desktop support folks view passwords without being an admin type user?
ESM Release: Schema Changes and Query Report Handling
ESM Release 11.0 has few tables' schema changes involved. Please refer the modified/removed tables and columns as explained in this post. Also, we have tried our best to run the db queries, written based on old schema, after conversion process. Schema Changes Any query reports based on the old schema or any new query based on the old table schema will be modified automatically using the new schema and executed in the database. Errors during the replacement are tracked in the FailedQuery.html file
Next Release : Release Management and Change Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Release Management and Change Enhancements" and below are the details: Release Management ServiceDesk Plus Cloud now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy
[Webinar series] Learn what's new in our Active Directory and IT Security solutions.
Hello, We are delighted to send you this exclusive invite to ManageEngine's first ever What's new webinar series. Our product experts will explain in detail about all the recent features and enhancements in your favorite Active Directory and IT security solutions. Register now October 22, 23, 29 & 30 at 11 AM EDT Note: Register just once to attend all the sessions in this
notify technician when requester reply through email
I know that there is an option for the REQUESTER to get notified when a tech reply through email is appended to a request but what about the other way around? I'd like that when a REQUESTER replies through email and THAT is appended to the request, the TECHNICIAN gets a notification about that reply. Currently the conversation in the request gets updated, but the Tech has no idea that the Requester has responded to the email. makes tracking the conversation dependent on watching the ticket specifically.
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