IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial
[SD-83719] SDGuest - added to all techs
Has anyone else noticed that the role SDGuest has been added to all/most of their existing technicians? We're running v11004 and have not assigned this role to any of our techs prior to updating from v10017. Now it seems the role is being added daily back to techs which may be tied to another issue we are having (random forced logoffs). Could this be tied to the daily AD sync? Has anyone else seen this? What ramifications does this have to tech access etc..
Hiding / Deleting inactive Incident Templates
Hi all, Currently using 9.2 Build 9221, but soon upgrading to 9335. Over the years we've built up a big library of Incident templates. When a template is no longer relevant, we delete it, but it seems to only mark it as Inactive: This makes the Template screen very untidy, and its not easy to audit our active templates without having to manually pick through them. I have a test copy of ServiceDesk+ set up with no templates other than the Default. I set up a new Template, and deleted it straight
[SD-83352] API updating total memory
I am making an API call to a CI Name to update the Site and Assign Ownership to a user. (Below API call). The API call is also modifying the Total Memory for some reason. Is there a reason why the call is modifying this field? (Below image) The API call is wrapped in a Windows Form where we are collect the data from the end-user. So there is more involved with the script than just the call below. But the remaining aspects of the script is creating the form and passing variables. $requestComputerBody
[Blog] Incident and Service Requests: What's the difference?
What degrades the quality of IT service the most? The lack of a streamlined service process in the organization. This directly affects IT efficiency and productivity, besides the end user’s perception of IT. A substantial way to drive your IT organization's maturity to the next level is to identify and separate your standard requests break-fix type of incident tickets from service requests. Many people assume that a "How-to" question is an Incident. As per ITIL v3 definitions, "a request for information
[SDF-23696] Change Workflow - How to make Sch start and sch end mandatory fields when moving to approval phase
Hi , I tried this in Change template field and form rules On Submit but doesnt seem to work
Publish more than one panel at a time
Good morning, please help with a question, how you can publish several dashboards at once, so that when using the URL, every so often they automatically switch between dashboards.
device is up and pinging but is reported as down
i have a device that is pinging successfully and is up however i am unable to access the same in desktop central as it shows that it is down.
Linux devices incorrect Memory utilization
i have noticed that my op manager server is displaying that i have only 4 % of memory available on a linux server but when i go into the server it shows more than 40 % available. doing some research i found out that it is doing the calculation with the free memory data not with the available memory. is it any know fix for this.
Grouping network devices in OpManager
WAN Facing DC servers
Hi all, We're doing a POC with DC to potentially replace Ivanti EPM and a requirement moving forward to have off-site machines patched as soon as they come online since some users have infrequently used machines kept at home just for when they travel or have an office closure. Can DC be architected in this way? I would want it to be able to dynamically switch between being an off-site device and an internal device as they employee travels.
[SDF-50423] Page Numbers in the Logs
It would be beneficial when checking logs via the GUI to be able to navigate by page numbers instead of having to manually click through many pages to see the results of an event. This is especially true of events that are no longer visible in the serverout files on the server itself.
Port Monitoring
Is it possible to monitor a network port? If yes, how and what kind of feature required for it.
How to monitor outbound email in Office 365
Outbound mails are different from outgoing mails in that, these mails are transferred to a different domain or tenant altogether. It is important to monitor both outgoing and outbound mails closely in order to prevent theft of confidential information. Monitor Outbound mails using O365 Manager Plus O365 Manager Plus makes monitoring of outbound mails simple, for starters, by displaying the nature of the mails sent (eg. Spam mail out, Malware mail out) under the Mailbox Traffic Summary in the Home
Planned maintenance of our US Data center on Dec 19th & 21st
Dear Customers, We have planned a network infrastructure upgrade on our primary Data center in the USA on Dec 19, 2019 from 6:30 PM to 10:00 PM PST and Dec 21st, 2019 from 6:30 PM to 10:00 PM PST. During this upgrade, we will be switching Patch Manager
[SOLVED] Disable ZIA Icon
Hello to all, are there any way to disable ZIA icon on Servicedesk Plus? Thanks in advance
Emails not appearing in new support group
Hi, Hope someone can help me. I've set up many queues with email addresses before with no problem, but now i'm having an issue with this new one. Created a new support group with technicians assigned to it. Created a business rule for that, so if emails to this address are sent in, they should appear on the new support group. As mentioned before, i've done this for complaints and marketing recently with no issues. is it an issue with exchange perhaps? If anyone can advise me that would be great.
Version 11 - Add New User API v3 - PowerShell
I'm currently working on migrating my organizations SDP automation from API v1 and v2 to v3 and with the change in how requesters are handled from previous versions of the API I'm struggling to find a consistent solution for automating User creation in v3. Our Development environment is running on 11.0 Build 11005 and I've been trying to follow the v3 migration guide and info here: https://ui.servicedeskplus.com/APIDocs3/index.html#add-an-user but I'm currently getting a 4004: Internal Error status
service tag and warrenty expiry seem to be randomly failing on showing in asset list
currently using https://sdpondemand.manageengine.com for ticketing and asset management noticed there seems to be an ongoing issue where the probing does not seem to be detecting the assets on the domain. in this case not all laptops and desktops are showing with a service tag or expiry date. is there a quick solution to resolve this without having to manually type out the service tags for the machines ?
Cloud SD with on-prem AD objects integration
Hello to all, I'm new to this product, but I have a client that right now is using the on-prem version of SD Plus and the license will expire soon. He does not want to renew, instead he wants to go for your cloud version. I have a few question before I start to learn the software a bit: 1. Can the existing database (on-prem) be migrated into your cloud version of the product? 2. How will the Active Directory computers show up/be sync in the management console (assets I guess)? Using agents on computers,
Planned maintenance of our US Data Center on Dec 19th & 21st
Dear Customers, We have planned a network infrastructure upgrade on our primary Data Center in the USA on Dec 19, 2019 from 6:30 PM to 10:00 PM PST and Dec 21st, 2019 from 6:30 PM to 10:00 PM PST. During this upgrade, we will be switching Mobile Device Manager Plus Cloud to our secondary Data Center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, you can raise it here or please let us know
Search tickets by state ( REST API + JSON + PYTHON)
I'm trying to use Service Desk Plus v3 API, to get tickets by state. I'm using Python + JSON. The following code runs, and returns some tickets, but ignores the filters. Can someone show me a working example? Thanks in advance. import requests import urllib3 import json myUrl = 'https://192.168.X.X:8080/api/v3/requests' myToken = '9E86563E-AB0B-41D2-BE5B-3D3A516E24B6' myHead = {'Authtoken': myToken} payload= { "list_info": { "row_count": 20, "start_index": 1,
Custom Asset Reports
Trying to figure out how to build a custom asset report, but running into issues getting things to group properly. Would like to have a header for each department, and a sub header for each user in the department. Then list out the assets with name, type, model, barcode number and filter for only In Use devices. I've been able to get this far: SELECT MAX(deptDef.DEPTNAME) AS "Department", MAX(deptDef.DEPTNAME) AS "Department", MAX(aaaUser.FIRST_NAME) AS "User", MAX(resource.RESOURCENAME) AS "Asset
Service Desk Plus - Server shutdown; will not start
After a recent Windows update and what appears to be a ServiceDesk Plus Update, ServiceDesk never fully starts / is not accessible. We see the following in StartupFailure.txt: SERVER SHUTDOWN - The build number in GlobalConfig and build xml does not match. Can someone suggest a resolution?
[SD-82637] Re-Order Failed
Hi there, We're on 10.5 Build 10510 and I keep getting errors when re-ordering service categories and templates within the categories. Is this a known issue that you can replicate with a planned fix? What further info would you want to investigate further?
removing computers in inventory DC
Hello How do i remove old computers from inventory?
SQL Server Reporting Services 2016 report does not display in dashboard
We had several SQL Server Reporting Services 2008R2 reports on our dashboard. We recently upgraded our SQL Server Reporting Services server to 2016. Now, when we try to display the report, we get an error:
Updating Prioity sets SLA to "Not Assigned" - why? !!! URGENT!!!
Hello - I have a big issue where if a requester submits a ticket with a wrong Priority, the Technician will triage it accordingly but when changing the Prioity, the Response and Resolution Due By times are set to N/A. Why is this? THis is very urgent as our SLA reporting is skewed in inaccurate, please help!!
Password Expired
Hello! We are using ADSelf service but our users with password expired can't authenticate on tool. I don't know if we forget apply any configuration, I think that tool would allow users with expired password to authenticate and so they can change the password.
Planned maintenance of our US Data center on Dec 19th & 21st
Dear Customers, We have planned a network infrastructure upgrade on our primary Data center in the USA on Dec 19, 2019 from 6:30 PM to 10:00 PM PST and Dec 21st, 2019 from 6:30 PM to 10:00 PM PST. During this upgrade, we will be switching Patch Manager Plus, Mobile Device Manager Plus, and Remote Access Plus from the endpoint management suite to our secondary Data Center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should
Changer ports primary secondary servers
I have changed the default port from 7272 to 443. The primary server works fine, but the secondary one, the high availability, does not work. I have created a new HAPack.zip and extracted in the secondary PMP folder, but that does not work. How can I solve this issue? Thanks in advance.
Users without activity
Hello, I'm using AdAudit Plus, I need to generate a report with users without activity since 2 months. I need it to clean my AD and like this I can know which account I have to keep. Can someone guide me to create this report? Many thanks in advance. Have a nice day! Best regards
File Audit: No Data Available
I have a problem with File Audit. Nothing is displayed in the reports: (No Data Available) All file\folder actions are logged on the server in the Eventlog Security from Server. auditpol /get /category:* shows correct result (compared with Help-Page) Under "Configured Servers -> Windows File Servers" the status is "Success" and also under "Configured Shares" is all green. "Eventlog Property" from this Server also shows me correct values. The service account of ADAudit has full access rights to server
ADSelfService Plus 5809 Release
Hello folks! We are delighted to announce the release of 5809. Enhancement : Option to resend verification codes while authenticating user identities via SMS or email. Issue Fixes : Issue with updating the status of the GINA login agent installation via GPO in ADSelfService Plus. Issue in installing the macOS login agent for users when the domain admin password contains certain special characters such as the '!' and '.'. Issue which caused the open re-direct vulnerability has been fixed [ CVE-2019-18781
SLA problem
Hi, It appears that the SLA will only react to the operational hours if it is measured in 'hours' rather than 'days'. For example, if I set the resolution time to 23hrs 59minutes it will set the DueBy date based on actual working hours. If i then change the resolution time to 1day, the DueBy date is set at exactly 1 day away, regardless of the operational hours. This means that we can only set an SLA of a maxium 23hrs 59mins as any more than this does not work correctly.
Password Manager Pro new build 10401
Hi, Password Manager Pro 10401 has been released and is now available for download. This build comes with a few enhancements such as "Remote file transfer to Linux machines and new APis for sharing resource and account to user. We have also fixed the bugs reported in the earlier version. Please see our Release Notes to learn in detail about the enhancements included in this upgrade pack (build 10401). How to Upgrade to Build 10401? If you are an existing customer of Password Manager Pro,
How to script approvals based on multiple values in a Service Catalog resource question
I am really stuck on trying to use a Python script to automate our approval process. I have focused on the script that Gopinath published, but cannot get it to evaluate values in Service Catalog questions, or fields with multiple values. There seem to be a lot of conversations around this topic, and is a critical need for us to automate. My challenge is that I am not a Python programmer, and don't know what data is available in the JSON file to have the scripts evaluate. Hopefully I am just
ServiceDesk Plus - Importing Virtual Hosts and Virtual Machines
Hi guys, Is it possible to manually import Virtual Hosts and VM's via CSV so that they are classified as Virtual Hosts and Virtual Machines? Do I need to specify particular fields in my import file? Basically I want to add my ESX hosts manually via file as I can't import via vCenter, and I don't want to do scans on every host. The reason I ask this is that an import task only appears to list "Server" as an asset type, and not a separate option for "Virtual Host". Cheers, Ben
IT Communications
New Feature request - IT Communications. Similar to attached screenshot. Need ability to create IT Communications that will be emailed out to all employees. Would like to modify layout and add new fields to the notification.
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