Email ID of the requester disappears for the second 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
Unable to approve requests.
Hi , We are unable to approve requests (Change and Incidents - as applicable). PFB the screenshot for the same. Approval is in pending status, but when attempted to approve, gtac response by default shows already approved. Pl suggest way ahead to resolve...
How do you automatically assign an IT request as a P1 based on certain criteria
Hi. I’ve been told there is a way to automatically set an IT request as a P1 when it’s generated on Manage Engine. Could you do this if an email is received with a certain criteria. Sent from: xxxxxx Subject: xxxxx Thanks, Paul
Email Notification Sending Failed
Please Help, Suddenly we are not receiving any email notification at all in SD plus. I tried replying to a request and error is coming "Email Notification Sending Failed", i checked the system log found a lot of error message " Exception while trying to send notification for Request ID: 4488 Mail Sending Failed." Thank you in advance for the support.
Can a computer be automatically readded to desktop central?
Just a simple question. If a computer is manually removed or removed via the AD Sync option from desktop central because it failed to check in, in a specific amount of time, if that computer comes back on line, will desktop central pick it back up and readd it back to the inventory? Example: Computer 7 hasn;t been picked up by DC since Sept 2nd. It's removed from the computers view. Computer 7 is located on Oct 28th in desk drawer and turned on. It then attempts to report back to DC. Will desktop
Clearing Password Alerts
Password Alerts How do we clear all these alerts? We dont do password SYNC, Expired, or have minimum requirements. Is there any way to bulk fix this?
Redeployment of missed patches
Good Day, I'm trying to figure out what happens if/when a patch is missed during Automated Deployment. Say Patch 3 requires that Patch 1 is installed first but patch 1 requires a reboot. So patch 1 is installed, the computer reboots, will patch 3 then get installed and if need be reboot the computer again? After the reboot when the agent contacts the server again, does it scan itself for missing patches and subsequently install any patches that were missed immediately? Or does the Scan only happen
cctv views running for extended periods. error "something went wrong while displaying the page" in OpManager 124062
Hi We have this problem in last version of chrome, edge, chromiun; in a equipment with win 10 Pro, 4 GB RAM Any Idea about this? Regards
Stop Users from exporting passwords, but not admins
So it turns out that someone in the role "Password User" can export all the passwords they have access to. This stunned me as I thought PMP was supposed to be about securing passwords!! I found in the admin > export\offline access options there is a way to prevent this, however it also stops super admins (ie. me) from exporting passwords which seems odd. I have unchecked the option to export all passwords but how do I configure it so that super admins can export, but not password admin, password
Incident - gather more details from requestor
hi - Would like to update request template to perform the following action: when request is updated to a priority "6" send request back to requestor with 2 mandatory fields. We have the priority 6 piece completed and 2 fields created, we are struggling with sending request back to requestor.
"Total available RAM" inventory field misnamed
I'm using 10.0.433 and looking at my inventory details (Computers > Computer Details > Hardware > Physical Memory) I believe that where it says "Total Available RAM" the name is a bit misleading, as this appears to be the the maximum RAM the system could support, *not* the total that's in the system. I've checked this on many systems that have 8GB or 16GB and it always lists 32GB in this field. If this field were renamed to "Maximum supported RAM" I think it would be less confusing! Thanks!
Upgrading Windows 7 Pro machines in Domain to Windows 10 Pro
Is possible to push a Windows 10 Pro upgrade to my Windows 7 Pro machines with Desktop Central. Currently using Desktop Central Build version 10.0.411. The posts i've found dont seem to be helpful.
New Desktop Central install, 2 alerts I can't figure out how to clear
I downloaded and installed Desktop Central yesterday. It is build version 10.0.467. Everything is working as I would expect but on the home screen there are two alerts I can't figure out how to clear. They both have a header that reads "Activate before its too late! "{0} Distribution Servers below {1} version are inactive and will no longer be managed by Desktop Central if they do not contact the server in {2} days." "0 agents below version are inactive and will no longer be managed by Desktop
Query report
Dears, Good Day, i would like to request a query report /report i need to create report for how many requests created each department for specific services , we have 30 departments and each department request for new PC , Sample: Department A requested 10 times in this month for new PC and department B requested 30 times/ requests for new PC.
[SD-70781] Email attachments
Hi there, can anyone advise on this, when we save an email and then attach it to a call it just adds the content to the message instead of actually adding it as an actual attachment, has it always worked like this and or is the latest version any different, we are on 9409.
Schedule Reports - Report created but the Report Type is as null
Hi, Please help me with this issue. I created a Report on the Schedule Reports module in Applicactions Manager Plugin the report type that I chose was Availability but when a saved it it had Report Type as null. I clic on Run now and send the message of schedule successfully executed but I do not have this reporte on my e-mail. This happend for every report that I want to Add. Thanks & Regards! Angela M.C.
[SDF-71164,SDF-73164] tickets - which are confidential
hello, is it possible to have tickets which are confidential for some technicians? We want tickets, that only a limited number of persons can see. The limited number of technicians shall be able to reply the requester. Again, as it i confidential information in the tickets, is it possible to have some tickets with a certain category only to be seen by limited number of technicians. Best regards Thomas
Where's the email debug log in 9409?
Where's the email debug log in 9409?
enable emails and replies that occur after
Hello ManageEngine, We turned on the feature to enable emails from unknown users and Enable email command (based on the subject). This worked great with one exception. When additional email replies occurred in relation to the original request such as an 'out of office' reply or an 'email ID to notify' that was entered incorrecly in the initial correspondence, we found that additional requests were created for these replies. Is there a way to connect these additional emails that are created to
SLA statistics not correct
We have a problem to get proper SLA statistics for our Incidents in SD+ and Analytics The process We register a ticket (status open), assign a SLA (5 working days 9 hour per day) and work on the ticket until we can resolve it (status resolved) Some of the tickets are set in status pending (that are OK). The time the ticket is in status pending shall not be included in the calculated time to resolve. Example: SLA 8am to 5pm every work day ( 9 hours) Ticket created day 1 at 8am Ticket set in status
Permanently remove email addresses from CC field
Hi, Is there a way to remove email addresses in the CC field that users include in their email to the service desk? E.g. Someone emails the service desk, and CCs an erroneous email address. We can remove the email directly when doing a Reply, but when we Resolve or Close an incident it sends a notification to the erroneous CC'd email and it bounces back, thus reopening the ticket. We still want to send a notification to CC'd users when we resolve or close a ticket, just not to emails that are incorrect.
Issue with personal certificates in Computer Details
Hi. On the Computer Details page, tab Certificates, in Personal section showing certificates from all computers. Please see attached screenshot. Total count of 42 certificates is the same for any computers. DC build 10.0.412 Thank you.
Add ciid to requester details?
Hello, We have a pretty involved integration going on with our Tier1 helpdesk (Outsourced, they use ServiceNow). We are running into an issue where if their are multiple users with the same name on the SD+ side, ServiceNow has nothing to call on to determine which Jane Doh is which. And we don't see an API available to reference the CIID for requesters or even technicians. If I create a CIID field in the requester details page, is there a way to fill that field in with their assigned CIID number?
Desktop Central Agent install based on AD OU
Hi all; Sorry, new user. How can I deploy the Agent for a certain OU that anytime a new computer shows up there it the agent gets installed automatically?
image on self-service portal
what is the ideal size for the image in self-service portal?
Microsoft 2019-10 Patch Deployment Problem
Hello to Everyone, I have a problem. When I try to send a patch, I get these two errors as you can see in the appendix. Unknown error code: 50 Unknown error code: 50021 Here, the issue of Symantec installed on the client needs to be updated. I've updated it on all clients. I still have a problem. Patches I'd like to send: 2019-10 Security Monthly Quality Rollup for Windows 7 for x64-based Systems (KB4519976) 2019-10 Security Only Quality Update for Windows 7 for x64-based Systems (KB4520003) Thank
Missing Resources in Configurations.
We attempting to set up a Folder Redirection configuration to change the My Documents folder to point to a personal folder on a filer server. We have several fire servers on different sites that are all under different subnets. The DC server resides on the 10.0.x.x subnet while other File Servers reside on their respective site subnets, i.e. 10.1.x.x and 10.2.x.x Currently we are only able to see available resources in our domain for the 10.0.x.x subnet. Is there some way to add in the file servers
Script to add worklog, solution and close ticket
Hello, I'm trying to understand if exist a SDP script to fill automatically worklog and resolution (same default text) of a ticket and then close the ticket replying with an email (with a default text) to requester. A similar script was discussed in an old thread in this community (https://pitstop.manageengine.com/portal/community/topic/script-master-22-auto-create-worklog-and-change-status-of-requests) but is unavailable actually. Can anyone help me? Thanks in advance and have a nice day.
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Query for list contracts with contract ID + Assets linked
Hi, is possible to get a list of contracts, with Contract ID and related assets? Contract ID Contract Name Start Date End Date Status Active Account Asset name SDP MSP version 9408 and Postgres Thanks in advance!
Delete Older Files of a Certain Type
I know I can perform workflow actions on files based on age but the current workflow module doesn't allow me to specify any file attributes. If there is a folder with a mix of files, I may only want to compress or delete txt files or log files. There should be a way to specify the actual file name and type using wildcards. Examples: Delete files older then 7 days with the file extension txt and name "*" (wildcard) located in c:\logs Delete files older then 7 days with the file extension log and
Import users from Google Apps
Hi ALL! I have account in SDP Cloud and this account is linked from my Google Apps Suite (i use domain-1.COM) How i can import to my SDP Cloud portal users (as requesters) from other Google Apps Suite (they uses domain-2.ORG) ??
[DidYouKnow - 20] Service Request Validator/Editor
Service Request Editor in one of the most unsung key features in Service Desk Plus. Even the requester can be assigned as Editor on the particular service ticket. This request Editor( requester ) can replace the technician role in editing and updating a particular service ticket. No need to purchase any additional technician license for validating Service request scenarios. Let see a use case. An organization has configured new starters process, HR input the employee details like start date and contract
Excessive files in wal_archive folder in SDP
This folder is over 40 GB in size, by far the largest user of space. What files are safe to delete? I want to keep this folder down in size so I need to know how to do this ongoing. Files in wal_archive date back to 3/18/18. SDP is creating up to 50 files a day at a size of 16 MB each. This seems excessive. I have backups in backup folder for 5/3/18 and 5/18/18. Thanks. Todd
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Request to remove users.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field If you create a request from a technical specialist, then both active users and deleted users are uploaded to the additional field. I see two options for how to solve the problem. Edit the script so that only active users are unloaded, or ... Please tell me a query to the database for the final removal of deleted users.
Swagger documentation for ServiceDesk Plus needed
I'm interested in creating an integration between Itential Automation Platform and ServiceDesk Plus. Where can I find the swagger API documentations for ServiceDesk Plus? Thank you in advance, Zack
Enable Local authentication
I disabled local authentication and now I can't login as administrator and any of my technicians not granted with SDAdmin rights. please help me to resolve the issue.. Thanks in advnce
Desktop Central agents not connecting after upgrade
I just upgraded Desktop Central from 10.0.0-SP-364 to 10.0.0-SP-435. The server starts fine and I am able to login via the web UI, however none of my agents are able to connect. If I run the agent troubleshooter, everything appears ok except antivirus. Any ideas what would cause this and how to fix it?
Can the Desktop Central logon timeout be adjusted?
I have to multitask, so I spend too much time logging in and out of the application Thank you
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