IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
Python 3.7.4 Install - What am I doing wrong?
So I'm just now getting into scripting, and am attempting to configure Business Rules to run python scripts. I've installed Python 3.7.4 on the server, have made sure that the Python folder and the Python Scripts folder are in the PATH environment variable. Still when I attempt to run the script, either through the Business Rule or through a custom menu item, I receive the following error: by Joshua A Jones Menu Name : Testing Message : Cannot run program "addApproval_Sample.py" (in directory "C:\ManageEngine\ServiceDesk\bin\..\integration\custom_scripts"):
How to add objects to multiple Active Directory (AD) groups at once, using ADManager Plus
As opposed to the native AD tools that require you to use complex PowerShell scripts to add objects to multiple AD groups, ADManager Plus allows you to add objects to groups using a CSV file in just a few clicks. Rules for creating a CSV file required for adding objects to groups: 1. The first row of the CSV file must contain the LDAP names of the AD attributes you wish to configure. To view the complete list of all the LDAP attributes that can be specified in a CSV file, click here. 2. Every
ServiceDesk Plus On-Premise vs. Cloud
I was using SD in your Cloud. Now I installed SD in Linux and finally got it to work, I was surprised that it doesn't look the same. It is totally different view, is this a setting or is it really different versions?
Update drivers on endpoints
Does anyone know if I can push the latest drivers for my laptops through desktop central? Specifically, I need to update the wireless drivers on all my laptops. I can touch each one and do it through the manufacturer's support website but I would love to be able to centraly control that!
AD Sync Settings - Question about OU's
I believe I know the answer to this question, but I wanted to verify and I couldn't find it anywhere in official documentation or through questions on this forum. When adding OU's to the AD sync settings in Desktop Central, does it automatically include any "child" OU's listing under the parent or do they each need to be checked individually? Here is an example: https://i.imgur.com/QltYJXn.png
SDP sync stopped working
Hi, Sync between SDP and A+ suddenly stopped working. The sync status in SDP is stuck on "in progress" since two days ago. A+ is reporting that sync is successfull but, no new data is fetched since two days back. I've tried doing manual syncs both from A+ and SDP, and restarted the A+ service, but no luck there. Regards, Alexander
Chrome on IPad does not allow to set start tabs
Hi All, I've run into an issue with Chrome on my iPads. We need to be able to set the tabs that open when Chrome is opened. I need to set it to open two specific pages on all the iPads that are managed. We've tried setting it manually on each of the iPads (which would also be acceptable), but the option to do so seems to be missing. My question is twofold: 1) Does pushing Chrome through the MDM remove / restrict access to these settings? 2) Is it possible to give these permissions back OR push
[SDF-42723] Create rule - When user is out of the office - don't assign cases to the user.
Hi All, I would need a help with creation of rule that will do the following: In case the technician is out of the office (based on the integrated Scheduler) when user reply on case it won't be automatically assigned to the technician but to some group/list of people. Like a kind of notification so we will know this should be take care of . Thank you in advance. Ondrej
API search_criteria Help
Hi, I'm trying to use the V3 API to only return open and on hold projects using search_criteria, but can't get it to work. Am I doing something wrong? { "list_info": { "row_count": "100", "search_criteria": { "field": "status.name", "condition": "is", "values": "Open", "OnHold" } } }
Fully Customizable Dashboard
Bringing this topic back up but is there a Fully Customizable Dashboard on Desktop Central or is there a product that integrates with it that we can use to generate Dashboards? i would like to be able to monitor changes in dynamic groups. Or is there also a way to edit the DPO Dashboard to display information we want?
Attempting to use "import from csv" to add maintenance windows and patch window entries for servers
Hello all, Per the instructions in the help documentation, I have created a csv file in excel with columns for Computer Name and Domain (as they are mandatory) followed by columns for Maintenance Window and Patch Window. I have exported and added the computer names and domains to their respective columns, as well as adding the maintenance and patching info to theirs. However, when I save the excel file as a csv and import it into Desktop Central nothing happens. The info isn't added, there are no
Configuration Target history
We have some software that gets deployed as one-offs as it gets requested, so the Target is changed frequently. Is it possible to see the history of when and which computer the Target has changed to?
Microsoft releases out-of-band security update to fix IE zero-day & Defender bug
1. IE zero day The IE zero day is a very critical vulnerability which can be exploited via Remote Code Execution (RCE). Remote code execution is an attack that can be performed by executing malicious codes from remote location. The IE zero day is tracked with CVE-2019-1367identifier. 2. Microsoft Defender DoS bug Microsoft also released security patches to fix a DoS bug associated with Microsoft Defender. The good news is, to exploit the bug, the attacker first needs to gain access to the victim's
[SOLVED] Problem with SDP+
Hi I have stupid situation. I have two PC installed from one Template (Desktop Central OS Deploy) and after this computers names mixed every audid scan.. In log I found this info wpdplsi103. has been renamed as wpdplsi103.ebm.infra.shared.etex_old. Reason:This could have happened if the names of the machines wpdplsi103. and wpdplsi106. were swapped in the network. This was identified while scanning the machine with name as wpdplsi103 in the network which had the same agent id - WPDPLSI103_1538383943879.
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
Remote Control Android Samsung no longer working
Hello, I have been setting up our samsung galaxy tab S3 devices to be able to remote control them but the remote control function seems to have broken over the weekend. They were working great last week on all 8 devices I setup but every single one of them lost this functionality. I even did a fresh wipe/reinstall on one of them but I cannot get remote control to work at all, it is just view only. When I log into them it alternates between "You can only view the remote screen" and "Your customer
OPManager Plus APManager as ADon issue while restoring backup
OPManager build 124075 APM adon build 13850 Steps: 1. Backup data from both aplication OPM & APM adon 2. Backup hole directory "Manageengine" 3. Fresh installation of OPM 124075 and APM 13850adon. 4. Register application with license. 5. Execute restoreDB.bat for OPM ends with errors: [09-24-2019]|[14:43:14:203]|[FINE] : Restoring table UniqueKeyDefinition [09-24-2019]|[14:43:14:343]|[FINE] : Restoring table PKDefinition [09-24-2019]|[14:43:15:045]|[SEVERE] : jdbc.RestoreException: Error occurred
Hardware Report: CPU model
Hi ALL! I need get report about CPU (look at screen) in all my PC - how to ??
Attachment ID from Request Body
Hello, i have powershell script which moving some data about request to another system. Now, i would like to move attachments too. I would like to get attachment ID but in my Request body (in json format) i don't see any information about attachment. Exist any another way to get Attachment ID ?
remove user from password access control authorizers
Trying to demote/retire multiple administrators from our PMP system. When I try to edit the user, I am presented with this message: Note: This user is required for approving password requests and can act only as Administrator,Password Administrator . To assign other roles, remove this user from password access control authorizers first. I've been trying to figure out the secret sauce on this one all day... Please help.
Audit Trails/Logs Purging
Greetings, By default, the PMP configuration for purging of audit logs is turned off. So, PMP has been keeping audit logs since we have first installed the application. We would like PMP to automatically delete logs older than 1 or 2 years. Currently, we are keeping logs that are older than 2 years. Is there any precaution we should have in mind on making this change? Do you suggest a specific time (after-work hours) to make this change? Please advise.
Groups
I noticed that I was created and a group called DEFAULT GROUP is associated to me. We have two other groups that seem to have all the resources accessible but I do not (When I try to add a resources it states that it is already in the system, so when try to find it it states it is not in the system. What can I do to see all the resources in the system?
PMP cant see my domane
I have 1. my test environment: DC01 controlles (mydomane.local) 2. Winserver 2016 for services (srv16.mydomane.local) This servers are Vmware VMs on VMware Workstation with virtual network On Winserver 2016 i installed pmp on PostgreSQL, its work fine. Then i try to add users and OUs from my DC01 follow the instructions in this article from web console in google chrome localhost:7272 https://www.manageengine.com/products/passwordmanagerpro/help/active_directory_integration.html In the pop-up form
Business Rule - Notify on new Requester creation
Hi there, We import our business users via AD sync. When we use the option: Process emails received from new email addresses? YES This is so external parties and suppliers etc are able to raise tickets. Is there any way to get a notification? I would like to review any tickets and requesters that are created outside of our core AD users. Thanks in advance, Dave
[ForYourInformation -12] Merging duplicated requesters accounts
Hello folks, With build 9412, a built-in functionality to merge duplicated requesters accounts was introduced. It helps you detect duplicated requester accounts (with the same login name or email address) in different domains and merge them into single accounts. It also helps you avoid confusion in identifying the correct users. Following are the probable causes of requesters accounts duplication: The same user is fetched from more than one domain during user import Servers are moved from Windows
Request vs Incident ticket number
Is there a way to have a different ticket number designation between Incident and Service Requests? Currently they are both Request ID : ##
How to set field and form rules in Service Catalog
Hi all, I'm new for this. I've created a service template in Service Catalog and the form as follow: Now I've created two Pick list fields on the form named "Branch Located" and "Branch Address" There's a set of values from BA1, BA2.....BA990 in the field "Branch Address" and BL1, BL2....BL99 in the field "Branch Located". Is there any simple rules so that when the requester choose BL1 in "Branch Located" and then only BA1 to BA10 are shown in "Branch Address" without showing other values? When
Microsoft releases out-of-band security update to fix IE zero-day & Defender bug
1. IE zero day The IE zero day is a very critical vulnerability which can be exploited via Remote Code Execution (RCE). Remote code execution is an attack that can be performed by executing malicious codes from remote location. The IE zero day is tracked with CVE-2019-1367identifier. 2. Microsoft Defender DoS bug Microsoft also released security patches to fix a DoS bug associated with Microsoft Defender. The good news is, to exploit the bug, the attacker first needs to gain access to the victim's
Desktop Central Remote Site Modification/Replication Policy
I was having problems with modification of a remote site , specifically installing and configuring OS Deployment Components. I had a previous replication policy configured when testing this feature when it was first released. The symptoms i had experienced: I was unable save OS Deployment Components settings nor would the settings create an image or driver repository profile when saving modified remote site. After working a case with support, the cause was that I had deleted a previously assigned
Unable to create Dia package from template
Hello, I've tried to create and deploy Dia 0.97.2.2 as a package but that failed because the download url seems to be wrong so the package was not created.
Unable to Update Schedule Task
This is my SECOND time typing this... your "Add Topic" interface does not allow going Back after Previewing in order to edit the post! I select Admin > Task Scheduling and select the Pencil next to the Task I want to edit, then under Data Sources I remove the Exchange Servers I don't want to be polled for this task, then I click Apply. When I click Update, I'm told "Schedule description can not be empty." However, I can't edit the Description field (it's grayed out.) So there is effectively no way
ADSelfService Plus 5803 Released !!!
Hello folks! We are delighted to announce the release of 5803 with a few issue fixes. Issue fixes : All untranslated UI text are now localized for all the languages supported by ADSelfService Plus. Issue which displayed the error message "Sorry, the page you requested was not found," when manually initiating multiple GINA/Mac/Linux logon agent installation processes. Issue in Password Expiration Notifier Tool which failed to accept the DisplayName in the From Mail address of Mail Server settings.
A couple of questions on the product
Greetings to all forum users. There are a couple of questions about the product. 1) How to create a custom report. A report should show for each group of specialists, for each technical specialist, a calendar of absences (leave) with types of absences and their number, per calendar year (MSSQL DB) 2) How to create a group of specialists that would apply to all clients (Accounts) &Sites with default settings. In the current situation, it requires choosing a client and the list of clients(accounts)&Sites
Creating a custom field.
Create a new field, bind a button to it - Search Reauester List.
Create a new field.
Hi. It is possible to create additional fields in the system. Is it possible to add all requesters (more than 1000) and specialists to this new field through a request? Thks.
Variable for replied to by
When I CC someone on an email and the CC'd person replies it does not show that it is coming from that person and instead it shows that it is from the original requestor. Is there a variable I can put in the reply template that would have the email address of the person replying?
SupportCenter Plus - How to best integrate 'Business Hours' Functions into existing reports/columns?
Hello! I've just found that Analytics has a set of Business Hours/Days functions available when building custom columns. Unfortunately, these don't seem to be included within the default columns. Has anyone altered the existing columns to include these functions? Specifically (but not limited to...): Time Elapsed Time Elapsed in Hrs Time to Response In Hrs Days Since Request Updation (?) Days Since Request Updation- Age Tier Time to Assign in Minutes Time to Resolve in Minutes Hours to Complete
E-mail ID of the active requester gets disappeared for the 2nd time
Hi Team, Email ID of the particular requester in the service desk plus tool gets disappeared for the second time even after adding it a month back during the same issue. We get to know about the issue once the requester stopped receiving notification. Please check the issue and provide us the permanent solution.And will this change be recorded in any logs??. Regards Karthikeyan R
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