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
Covert Incident to a Service via a business rule
Hi, We receive email to helpdesk with a fixed subject which needs to be converted to a service . Is there a way to setup a rule to automate the service conversion process ? thanks Pathum
Is it possible to delete a resource question?
I'd like to remove some Service Request resource questions (I just accidentally created them). How can I delete them?
New feature alert : Nutanix Monitoring
We're pleased to announce that, as of version 14320, Applications Manager supports monitoring of Nutanix hyperconverged infrastructure. Nutanix is a powerful application that has a complex architecture and is challenging to maintain. Applications Manager's
Customize Asset template
Hi, I have a couple of questions: Is it possible to customize or create asset template? Is there a way to add in asset template a dynamic pickup list based on a selection from another pickup list?
Need a MS-SQL report query created
Task Status is Closed Group – Hyperion Ticket Status – Open (Or not Closed) Filter by Actual End Time for the task Include: -RequestID -Request Title -Task Owner/ID -Task Created Date -Actual End Time
Instalation error
When i execute the instalation file i receive the following message and the instalation process is aborted Error Code: -5001 : 0x80070002 Error Information: >SetupNew\setup.cpp (142) PAPP: PVENDOR: PGUID: $ @Windows 7 / Server 2008 R2 Service Pack 0 (9200) IE Version: 9.10.9200.22825
Image not showing up in expiration notification email
I'm having an issue with the password expiration notifier tool. I've inserted a company logo image into my notification emails, however when the email is sent, the image shows up as a broken link inside the email. I've tried inserting the image as both a PNG file and a JPG file.
PendingFileRenameOperations Error
Recently the Desktop Central Client Pending Operations won’t be deleted from PendingFileRenameOperations with system restart (HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager). I have already restarted the client itself and ManageEngine Services but it seems to have no impact. Folowing are the values inside PendingFileRenameOperations file. \??\C:\Program Files (x86)\DesktopCentral_Agent\StartupFile.txt \??\C:\Program Files (x86)\DesktopCentral_Agent\bin\StartupFile.txt I want
Patch Sync Failed
My patch database failed to sync this morning (Saturday). Anyone else getting these messages? The link in the messages is "dead". I am on 10.0.433. Problem Synchronizing Patch Database Details of the latest patches could not be updated due to version incompatibility. Upgrade to the latest hotfix to get this fixed. Patch Sync Failed! Your Patch Database is not up-to date. To synchronize your Patch Database, contact support with server logs
PCI 3.2 compliance?
I am only seeing PCI 1.1.7 in the current version of NCM. Are there any plans to keep the PCI compliance scans up to date?
Deleted technician still visible
Hi, Have a problem with a deleted technician that is still showing up when adding or editing requests. I can't find the technician in the admin module (technicians or requester) or cmdb, but i'm able to find him as "resigned" in the DB. Is there a mssql query i can run to completely remove him?
VOIP Telephony System Integration with ServiceDesk Plus
Hi, I would like to know if there are any directions in integrating VOIP Telephony System with servicedesk plus. The details of the requester/caller seen in the telephony system (ex. CISCO) will be automatically captured in servicedesk plus. This will be a great help since it will lessen the time of the tier 1 support in manually inputting the end-user/ caller's details in servicedesk plus. I hope you can add this in your future developments. Looking forward for this feature. Thanks, Ella
Requestors and account assignment
Hi When customers email into the product that have not been pre-configured as requestors they are not in the correct accounts. How (ideally based on email domain) can this be configured? Thanks
User/technician API v3 changes over the 11000 (ESM) release
Dear Customers, Requester/technician related APIs(v1/v2) wont be supported anymore after the ESM (11000) release. You may need to update your existing requester/technician related API's with this latest v3 version. The ESM version has some changes towards the user/technician APIs. We use a common term under the ESM Directory as ' Users ' instead of ' Requesters ' and ' Technicians ' separately. Once the user is moved to the respective instance, ' Users ' will be termed as ' Technicians
Permissions required for user to import from active directory
Hello Right now I'm using a domain admin account to pull in the active directory information in Service Desk Plus. I want to create a user with less privileges. What user permissions do I need?
Finding "empty" resources
Hello, If a Microsoft Windows computer in an Active Directory domain name is turned off, it still has a domain object. Therefore, PMP will continue to import it when a domain synchronization job is run. It will be listed as a resource with no accounts. If the computer is later removed from the domain, PMP will not remove the associated resource, which then becomes an orphan. I am interested in a way to find those "empty" resources. Is there a report criteria that I can use for this? Thanks, - Steve
Current User variable in Reply Template
Is there a variable I can use in the Reply Template that will give me the Current User? I.e. me. No, not $Technician. That gives me the name of the person assigned to the request/ticket, and that is not always me.
ServiceDesk Plus 10500 Released
Dear Users, SDP 10500 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes Microsoft SQL 2005 will be not be supported anymore. To migrate to the latest MSSQL, click here. Backslashes (\) in any additional field names will not be supported anymore. Any backslashes mentioned in additional fields earlier will be changed to forward slashes after this upgrade. Going forward, if there is any data inconsistency
Suppress USB Disabled Messages
Hi there, I've recently enabled securing of USB for my company's domain. There were options to disable CD/DVD as well and I have checked those too. All the functions work fine and well however my desktop users are prompted with the storage device block message prompt each time they login since obviously DC would detect the CD/DVD ROM as it's forever connected. Is there anyway to suppress these messages? Regards, Ernest
New Release: ADManager Plus 7020 (September 2019)
We are happy to announce the release of ADManager Plus' latest build - 7020. Mentioned below are the details of this release. New Feature Technician Logon Report: View logon related information such as login time, logoff time, session duration, authentication method used, and more, for all help desk technicians. Enhancements Option to delegate shared folders management to technicians by configuring the product database. Capability to enable administrators and technicians to directly land on the SAML
Cannot delete Site [Solved]
I was using the Trial version of ServiceDesk and added some sites. Now I upgraded to Free version with 5 techs. Now I cannot delete my sites. Anything I can do to fix it?
[Webinar recording] How to leverage analytics to secure your privileged accounts
Did you miss our webinar on how to leverage analytics to secure your privileged accounts? No problem! Check out the recording here:
Tickets Missing - Invalid Request ID
Hi all 1. Ticket was created and confirmation mail also has been acknowledged to Requester. When the ticket was searched using the ID the below error pops up. Kindly let us know the way to restore the ticket. 2. Can any one pl help with this.. Regards Karthikeyan R
"Error when processing request" after import account from csv
Hi Team, Now I use SDP MSP. In Incident template, i have one called "New Incident". This template worked correct. This morning, I imported 100 accounts from csv with no error. And then, i go to Incident Template > click on "New Incident", the error notified as screenshot. Please help me to fix this issue.
RSS feeds
It would be very helpful to have RSS feeds for each subforum, to be able to stay up-to-date with recent topics. I'd rather not like to have such information by email as that would distract me from my work too much
Clossing Ticket via Email
Hi, I'm looking on making a business rule that would enable the user to close a ticket via email replay once a certain criteria is met. The user would have the specify the deployment date and their respective user name along with the ticket number. Can i be pointed to the right direction? Kind Regards, Nathaniel
Conversations in problem management
For requests SDP is able to track all conversations for the ticket. For problem management there's no way of tracking incoming mails or outgoing mails regarding a problem. So technicians have to add mail content as notes. I think it would be a good idea to have exactly the same functionality for mail conversations regarding a problem that you have today with a request.
Problem Module - capturing email discussions
Hi, We have just started utilising the Problem Module where there are multiple SR's for the same issue. I cannot find a way to associate or track email conversations with 3rd part developers with the Problem Module. With an SR, I just forward the email to SD+ with the SR##, but with the Problem Module it appears that you have to either cut and paste or type entries. have I missed something?
Business Rules
I have configured a business rule that should the status of a request from open to waiting customer when the ticket is replied to with waiting customer in the body of the message but this fails to execute. Is there any other way of setting up rules to change the status of tickets when an email is received?
First response only triggered by Tech email?
I have found that the system automated emails do not count as a first response when a user submits a ticket. We have a notification rule that send the user an email letting them know we have received the request and when it is assigned. To avoid spamming the customer is there any way to trigger the first response date for a ticket ? Besides sending another email?
Requester details field
Hi there Can you confirm where the requester details field is pulled from? Is it auto populated from sign on or does it have to be manually filled in by the requester? Can we add a title and or and info/help to this area Any pointers most welcome, thanks
Query Purchase Orders Approved by Specific User
Hi, We are currently on Verstion: 9.4 Build 9425 with MsSQL database. I would like to inquire about a query to obtain all Purchase Orders that a specific user has been part of the approval process for.
Service Catalog - Requested Item Bundles
Is there a plan to add bundling of request items in the Service Catalog request item? When we deliver services and equipment as ICT, we want to deliver services or request items in bundles. Is there a plan to add Request Items and item + service bundling as a feature of the Service Catalog in the next builds? Currently, the following service providers do offer bundling of requested items: Service-Now https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/build/service-portal/concept/save-bundles-widget.html
Getting Triggered Data
Hi, I am new in OpManager. I am monitoring the router and set the interface monitor (ex. ifInOctets, ifInUcastPkts ) I have set the threshold for this also to get the alerts. But I also want to get the alerts data when data is breached the threshold but can't find the rest api to get the alert's data.
IT analytics in 90 seconds: Monitor assets that may disrupt business operations
Monitor risky assets in your organization and take immediate corrective measures using the Assets that Need Attention dashboard in Analytics Plus. If you're not already using Analytics Plus, download your free 30-day trial today.
IT analytics in 90 seconds: Monitor assets that may disrupt business operations
Monitor risky assets in your organization and take immediate corrective measures using the Assets that Need Attention dashboard in Analytics Plus. If you're not already using Analytics Plus, download your free 30-day trial today.
[DidYouKnow - 9] Task automation with "Task Dependency" feature
Using "Task Dependency" mapping you can sequence the tasks to be performed within a request. Dependency mapping restricts users from closing tasks until the dependent tasks are closed. Task dependencies are important because sometimes the result of one
How to generate custom Active Directory (AD) reports using ADManager Plus
ADManager Plus allows you to generate reports according to the needs of your organization, using the Custom Reports creator, without the use of complex PowerShell scripts. Steps to create and generate a custom report: 1. Logon to ADManager Plus and click on the AD Reports tab. 2. Click on the Custom Reports option located on the left pane. 3. Click on New custom report. 4. Provide a suitable name and description for the report. 5. Use the Add to category option and select the category under
What can the Support Group owner do?
Support Groups have an "owned by" field, but I can't find any documentation on what the owner can do. Can we get some information on that added to the documentation?
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