Email notification when closing calls
When we have finished working on a request, we Resolve it if we want to notify the requester but in some situations it is not appropriate to do that so we just change the status to Closed, effectively closing the request. We have set the system to email the technician to let them know when a call has been closed (as it could be closed by a different technician in their absence) but the emails are only being sent when a call which was Resolved is subsequently Closed by the system 7 days later. If
Monitoring proactive
I made a video about connector monitoring. And I would like to hear from you. Is there anything else we can monitor and be proactive? Ideas to monitor something else? Link blog: http://tiagobigode.com.br/2019/12/14/monitoramento-conector-centrify-e-idaptive/ Link video: https://youtu.be/vBImXpjm8UU
SDP > JIRA - Not passing variables
Hi there, I've finally *with many failed attempts* got the integration working enough to be able to generate a JIRA ticket from SDP. However when we get to Create_Jira_Ticket.html variables like $SUBJECT or $DESCRIPTION aren't being passed into this form. It's also not creating a custom field for $WORKORDERID but I'm not sure if this is something that needs to be created in JIRA? Is there something that I need to change in our Jira.xml? I haven't made any changes to the Create_Jira_Ticket html or
Hardware Monitoring
Hello, We are running opmanager v12.3.227 and we have added a new device recently (HP ProLiant 360 Gen9 running Windows server 2012r2) and we don't see the hardware monitoring tab. We have similar devices added before with the hardware monitoring tab. We have tried rediscover the device but it still doesn't appear. In settings we have the Monitor Hardware enabled. Could you help us? Thanks! Cristina
Assign ticket to different site technicians
I have some troubles on setting up assign tickets owner on SDP. Requester A (site A) send out an incident template which will assign the ticket in round robin method. I have setup some business rules on this to hope i can assign to the correct technicians but failed. business rule example: subject= "A", placed in group "A", but still round robin the request to the technician who are not in group A. My perfect scenario: Requester A (site A) incident template submitted, ticket assign to technician
Separate Patches For Servers
Hi, I'm beginning to set up patch management for our endpoints with Desktop Central. However, I'm a little hesitant in regards to servers. Is there a way to separate what patches are approved for certain servers vs. others? I have to schedule updates at different times for some servers in production and they can't be updated at the same time as others. I'm wondering if there's a way to create different groups with different approved patches and installation times? Thank you.
Suppress disabled users from AD for new tickets and project members
How do we hide users from the requester list that had disabled AD Accounts? – Project Member, Requester, etc. Many users start out as a contractor, with an ID that starts with a 9, then they are converted to a full time employee. Example: In active directory, there's a disabled account and an active account. Both accounts are in ServiceDesk, which makes sense, because we don't want orphaned tickets for disabled accounts. But, for new tickets, it would make MUCH more sense for the disabled user to
[SD-83369, SD-81394] Missing scrollbars in Chrome on Changes
When viewing the Change list using Chrome Version 78.0.3904.108 (Official Build) (64-bit), there are no horizontal or vertical scroll bars in the window. Also the arrow or pgup/pgdown keys don't work to go line by line. Scrollbars DO appear in IE 11.476. Also DO appear in Request module in Chrome In SDP Version 10.5 Build 10513 on a windows machines. I've checked multiple users.
Manage Chrome Extensions
Is there a way in Desktop Central to manage extensions installed in web browsers, specifically Chrome? I would like to be able to at a minimum run an audit of what extensions users have installed and ideally add and remove extensions as needed from Desktop Central. Does this functionality already exist or is it possibly on the road map for the future?
Discovery Profiles Moved to Discovery -> Profiles
Currently: Discovery Profiles do not contain a list of discovery profiles. Discovery profile is simply a "discovery" configuration. To get to an actual list of "Discovery Profiles" I have to click Discovery -> Reports -> Click Profiles. That doesn't make any sense. If I am doing the same discovery action when adding new systems, I should be able to save that profile for later use. I should also be able to "save as" a new profile from an existing profile. Finally, the "Add New Device" function
Empty window Support > DB Status > Query tools
Hello, Since one of the previous build of APM (I don't know exactly which one), the window Support > DB Status > Query tools is empty. It is impossible to execute a query. Howether, the other tab BD Status works normally. My installation information : I try with google chrome and mozilla firefox, same result. Any idea ? Thanks. Regards.
Add to HTML
Hi, I would really like to know how I can add to the Support Center Plus Portal custom HTML Now satuspage we are starting to use allows us to add a litle javascript to utilize in other webbased systems <script src="https://xxxxxxxxxxxxxxxxxx.statuspage.io/embed/script.js"></script> Can we configure this inside SCP or edit a file to accomplish this ?
RDP not working for stored WindowsDomain Users
Greetings, we are implementing Password Manager Pro in our organization and we want to deploy these solution giving the opportunity to logon into the Windows Server machines to our outsourcers, without knowing the domain users’ password. To accomplish this, we created a domain user for that purpose and it is able to log by RDP from my PC to our servers. After that test, I created a WindowsDomain user account on PassowrdManager Pro and I grant them the ability to use it. When I choose the resource
[SDF-77581] Change management - Mail notifications
Hi, How can i setup notifications for our Change manager when someone responds to a notification mail for a change request? As of now, the email gets added to "Conversations" in the change request, but our change manager doesn't know this, as there is no notification email sent to him.
Can't change site with rules
I am creating a incident template and I want to change the site field depending on which region is chosen in a region field. eg. If a region is set to "NCA" then the site should change to "New York" But the field rules do not seem to change this/ nor any custom script - eventhough the same setup works for other fields. Is it not possible to change the site field with rules? best regards Max
Removed user with assigned assets
We have AD sync on for our users list to get updated for SDP. When we remove a user in AD that had assets assigned to them in SDP we find that the asset has its assigned into removed also. We was hoping that there was a way to leave at least the department that it was assigned when the user gets removed from SDP with AD sync? Any help would be great, thanks!
Knoweldge management
Hi All, first time poster. I am looking to try and use service desk plus as a repository for knowledge documents for technicians. any idea how to do this or where to start?? thanks in advance for your help
Report- All ticket assigned at least once to a specific group
Hello, I need a report on ALL the tickets processed by a group, for example the "SUPPORT" group. I don't care in what state the tickets are now and to whom they are assigned now, I would like to see a report of all the tickets that at least once came into contact with the "SUPPORT" group. Even if now they could be assigned to another Group, another Technician, closed or any other possibility. thank you very much
scheduled report access under technician role
Hi Team, how can we provide the access to view the scheduled report to technician? which role to be assigned?? please note its only working under admin account. Product Name ManageEngine ServiceDesk Plus 10.0 License Type Registered Version Your Version : 10.0 Build 10013
Device template query
Hello Team, I couldn't understand the complete functionality of device template in OP manager when we discover the device then on monitor tab we add the the monitoring for which alert has to be generated. Now when we add the monitor manually in device during on-boarding process then what is the use of device template in this case. Can you pls brief or clarify the doubt. Thanks, Manish
"Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings
Dear Expert, After upgrading the system to the release 9336, it's found the option of "Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings (Refer to the screenshot of 'Production System'), which could be seen and set in the testing system (Refer to the screenshot of 'Testing System'). Please help to solve it. Production System Testing System Build number of our production system is 9336. And we're using PGSQL. Plus, kindly refer to the Support File as attached.
Merging two DC installs
My company recently acquired another company that also uses Desktop Central. This document covers moving DC from one server to a new server, but the steps don't make sense for combining two existing servers. eg, step 6 says "Manually copy the Desktop Central installation directory named DesktopCentral_Serverand paste it in the new computer" but this would overwrite my existing files, and I'm not sure tat's what I want to do. My existing server will not be changing. The newly acquired server will
Breaking Active Directory passwords with brute-force
With the exponential rise in the number of enterprise applications, users tend to fall into the habit of using weak passwords to secure their accounts. Hackers use this to their advantage by targeting user accounts with sophisticated credential-based attacks like brute force. After all, hackers only need one set of valid credentials to gain access to the organization’s network and cause havoc. Wouldn't it be great if you could protect your business from cyberattacks by ensuring that users create
[Solved] Error while updating files: Upgrading to Analytics Plus build 4350
Hey there, A few of you may face some difficulty in upgrading to our latest build 4350, with the below error message appearing: Error while updating files. After a little digging around, we determined that this was due to the memory of the application's Java Virtual Machine (JVM) being too low. To overcome this issue, and successfully upgrade to build 4350, all you have to do is increase the memory of the JVM by making some minor modifications to the UpdateManager.bat file. Steps to overcome this
New to MDM
Hello, One of our client want to do following features, please provide me how to done, thanks. 1. How to know the online and offline status of Android device ? 2. Maintain the status of the tablets, e.g. in-use, under maintenance, broken, etc.(same as question 1?) 3. Install, update and remove mobile apps / third-party .apk (KIOSK Mode?) 4. Disable download, installation, update and deletion of mobile apps to the tablets (KIOSK Mode?) 5. Disable external memory storage, e.g. USB used in the tablets
CMDB Associations List View
Hi there, As Admin I can view the CMDB list view below. I find it the most useful. Users with the EnableCMDB role and full Asset Add/Edit/Delete aren't able to see this view? Do they need any additional permissions? TIA, Dave
Task End Date: Estimated Effort
We noticed a behaviour difference (v11004) with a Task End Date when assigning Estimated Effort upon Create and on Edit. When creating a task with estimated effort, the system will save the start and end time correctly: on Save: but when you Edit the same task and adjust the Effort the Scheduled End date adjust to fit the Estimated Effort within a work day (ex: 9am - 5pm): If you then go and Edit the task again and adjust the Scheduled End Date, the Task saves correctly with the new hour set (ie:
Asset + Access Tracking
Hi there, I'm not very familiar with the asset module in SDP so if there is relevant documentation please let me know. We have SDP and Desktop Central. We're trying to build a view of a users assets and accesses. The common scenario is that a user leaves the business so we need to know did they have: Assets This is fine. These are recorded and associated through Desktop Central. Licenced software installed to those assets This is fine. These are recorded and associated through Desktop Central. Access
Send one request to two groups - BCC
Hi If an email comes into Service Desk, and it is sent via BCC to two different teams – How do I create a ticket for each team? In business rules I can only route it to one template or to one group. In other words an email comes in via a BCC to two different teams – I need a ticket created for both teams but don’t see a way to do that.
SDP mobile app and SSO Roadmap
Any plans to update the SSO capability for SDP mobile app?
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
Change Primary server name/IP
Hello Friends, I want ot change in PMP the Primary server name, from a) hostname to hostname.domain or b) hostname to IP How can perform this task? Best Regards.
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be
Built in fields in custom reports
I'm looking for ways to improve our categorisation and reporting and ideally need Category Description, Subcategory Description and Template available in the Custom Report Wizard 'Available Columns' list. While I'm aware this can be done through query reports, this is not sufficient as it doesn't allow for custom reports to be generated using these fields in a flexible manner. I've done this in the past but it's not typically adopted by teams who use the product. From what I can tell, this could
SLA's - Can this be done?
If a request is assigned to an technician, then the technician should get the notification in the first escalation and then to a supervisor on the second escalation. If the request is unassigned, then the first escalation should come to the supervisor.
Servicedesk default search
Hi to all, we have upgraded some SDP installations to 11.0 (Build 11005) and we have detected that when we use search bar (with "Requests" -> "Default search") the application doesnt search into de description field (it seems that app only search in subject field) Is it this the expected behavior? Thanks in advance
[SDF-84106] Pending Approval Icon Update request
The ‘My Requests or Tasks’ filtered view is very helpful in being able to see what the approval status of the ticket associated to a task is. I think it could be improved by displaying the Stage that is currently pending approval in the pending approval icon area. Obviously we won’t know exactly which approval is on which stage, but for our environment, we will have a pretty good guess as to what’s pending if we know which stage is pending. This would help us to know approximately how long it will
The attach parameter specified an invalid value
Hello, After updating to version 10514, I cannot attach files in the Answer form. The attach parameter specified an invalid value. What could be the problem?
Task Formatting
Can a task retain formatting from the Task View? Feature Request Formatted as this: Displays as this: This causes items to get missed in a task that has multiple items within the task.
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