How to detect laptop or desktop workstation
Hi, I scanned windows domain computers but doesn't detect laptop and all laptop type put in desktop section. How to detect laptop or desktop workstation? How to change type (desktop or laptop) manually? Thanks
Requests time spent report
If I generate preinstalled time spent reports I see that a request which has more than 1 worklog is duplicated in the report accordingly to worklog quantity. Can someone share Postgres SQL query which generate time spent report where every single request has summarized worklog time? For example we have request with 3 worklogs 1 hour each. I want to see in the report 1 string with request ID, Title and 3 hours spent.
Opmanager 11.6 rename device
Hello, I'm new to opmanager 11.6. I can't find how to rename a device. If I edit details I can change many things but not the name of the device.
Alert if connection drops
Hello, I just added two synology devices with ssh auth to the inventory in opmanager version 11. I would like to know if there is a guide about alerts. I would like to be notified by mail if those devices lose network connectivity. Kindest Regards.
Need 2 Queries previous month response time and current month response time
Need 2 Queries previous month response time and current month response time separated by all groups. Example "All Tickets Previous Month" Group 1 Response time 2hrs Group 2 Response time 1 hr Group 4 response time 12 minutes "All Tickets Current Month" Group 1 Response time 2hrs Group 2 Response time 1 hr Group 4 response time 12 minutes ManagedEngine ServiceDesk Plus 9.3 Standard edition. Thank You
Incident Template - Automatically Send Subject and Description to a predefined E-Mail
Good Evening, is there a possible solution to my idea. Some E-Mails reach us which we simple forward to an external Support Address. In this case we have a simple template which sets predefined categories - a solution which tells that the support company will solve the issue in x hours and the incident will be closed. Yet we also forward the whole incident to the external address before applying the template. Is there a way via script or any other method which can automate that process - instead
Hide Description
Could someone please send me to the right place to find out how to hide the description. I've checked a few posts but I don't see any of the options in form rules. Desperate here! And for that matter hide Requester Details.
Can't add new request in Support Center Plus
Hi support team I've updated to version 8.1.0 number 8116. I try to add new request but when I click add request button so there is no new request appears in Request tab, although I view "all requests" Please help me to solve this problem Thanks
Link several requests automatically through script
Has anyone managed to link several requests automatically through script? In our tests done with the APIv3 REST the error always appears: Invalid JSON format. Whether Pthyton or PowerShell is used Thanks in advance
How to change the Domain Settings under GLobal Settings
HI All. Is there away to edit the Domain settings under GLobal Settings? We have decommissioned the DC that Desktop Central points to and need to change it. Is there away to change this ? Thanks Ryan
Email Attachments missing in email notifications
When someone replies to an SR email and with an attachment, the attachment saves to the SR but it not included in the notifications to the technician or the requestor. For example, if I (a technician) reply to an email notification from SDP and attach an document, the document is saved to the SR but the notification to the requestor does not contain the attachment. This is problematic because most users don't go out to the SDP portal and mostly use email to correspond.
Failed to Restore
Happy New Year , I am Facing issue restore full Backup the error as : C:\ManageEngine\ServiceDesk\.\custom\customimages\Thumbs.db (Access is denied). anyhelp Windows 2012 , MSQL 2008 R2. thank you
Windows 10 Versions not reporting properly
Has anyone noticed that Desktop Central does not properly report which version of Windows 10 is installed? I have about 10 machines with Win 10 1903 installed and the graph shows them correctly but when you click on inventory details it is reporting them as 10.0.17763 and not 10.0.18362. We are running DC version 10.0.435
Self Service Portal - Custom Widget
Hi All, I was curious if there is a quick/easy way to edit the "Report an Incident" widget on the Self Service Portal. I easily removed one of the buttons, but I really need to change the wording on the two remaining buttons. It looks like they're just .png's, but I cannot find their file location to edit/change. Admittedly, no one in my department is comfortable enough with HTML to write our own widget. Regards, Drew
Unable to edit server.xml file
I was trying to edit/update server.xml and the file access is denied. I have administrative user rights on the server. I disabled the password manager service and restarted the server and try to change the file but still I cannot. I am not sure what is locking the file. Do you have any ides/solution?
Shifting the Business rule from one site to another
Hi Team, Please let us know the way to transfer/move the business rule available in default site to other site. And also if the same business rule is available in default and some other site which rule will be executed. Regards Karthikeyan.
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
[ SOLVED ] Upgrade Fail from 9336 to 9400
Hi while trying to update I get this error message: Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [INFO] : bin\roboiq.exe Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [INFO] : bin\wrapper.exe Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERR:Exception while writing file.java.io.FileNotFoundException: c:\ManageEngine\ServiceDesk\bin\wrapper.exe (The process cannot access the file because it is being
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
Netflow Large Disk Usage
I am using netflow analyzer 9.8 on linux operating system and currently i am observing my disk space is continuously increasing. I have ran rawcleanup file multiple times but problem does not get resolved. Once check, i have found ACCESS_LOG file under /netflow/logs directory utilizing around 70 GB of data. Kindly advise to resolve this issue. Arshad
Logging in on non-domain device gives domain cred boxes.
Good day, I've had a ServiceDesk Instance (Windows server backend) running for our users for quite a few years now. The instance is AD-integrated. We're starting to allow access from outside our LAN and are integrating non-windows devices. When trying to access ServiceDesk from outside the organization or from a non-domain joined device, the user is prompted with Windows login boxes before being sent to the ServiceDesk page to actually log in. The Windows login boxes can just be cancelled past,
[SDF-65842] Make 'additonal fields' editable in Request List View
We'd like to be able to edit "additional fields" from the request list view.
Upgraded from 9.3 to 10.5 now can't connect to PostgreSQL port 65432
As the title says, we use Power Bi for reporting and since the upgrade we cannot connect. Using telnet from various machines (to make sure it's not the client but the host) I can telnet to various other ports on the Help-desk server like 80, 8080, but get connection refused on 65432. I have a support ticket open but was wondering if anyone else had this issue? Thanks in advance.
Leaver process - how to know what software an employee has against them?
Hi, I am putting some processes together for when an employee leaves our company. Usually, our HR department emails us to find out what assets (hardware) is associated to that employee who is leaving. HR then contact them to let them know that we need this kit returned to the IT department upon their last day in the office. Currently we have different spreadsheets holding bits of information. It is quite a tedious task to find out what someone has against them. Therefore, i am planning to put
Query about the version update process
Good day The annoying part will consult how we should proceed to update from the version that we currently have 9.0 (9017) to the new available 11.00 (11000). Verifying the information, we have information to do it from Buil 10000 onwards and then given how to do it if you have build 7612 or earlier I remain available.
selfserviceportal change links
Hi I was wondering if it is possible to change the links in the selfserviceportal. what i want to do is when our users click on the "create a ticket" (see picture ) it will automaticly go to the Incident Template. now it works like this "click on create ticket > chose a catogory > click on default request. We only have the default request template so chosing catogory is pretty pointless
Request creation via REST API - populating the requester field?
Hi, Is it only possible to put the full name of the requester in the "requester" field in the JSON payload when creating a Request? I tried to add the email address and the login name as well, but in these cases the requester was not recognized, but new requesters were created automatically... If using the full name (case sensitive?) is the only option, what happens if there are two requesters called John Smith? How to distinguish between them? Thanks and best regards, Tamás
Duplicated technicians after re-assign
Greetings, We use ServiceDesk Plus 11.0 Build 11002 and PGSQL. We have an issue with duplicated technicians after re-assign users to technicians. All users're importing from AD but before in use was LDAP. After changing the import mode issue looks like this when we want to assign ticket to someone from the list we see duplicated technicians. But in technicians list into the Admin looks normal: Will be appreciate for any help.
Servicedesk Plus with Chrome 77.0.3865.120 turns all checkboxes on
Since a couple of weeks I have notices my chrome turns all checkboxes ON when accessing the Request and Problem page (not on the changes page). I have yesterday updated SDP from version 10 to 11.002 and this did not change the behaviour. Other browsers do not have this same issue, is there some kind of chrome auto-checkbox option that needs to be turned off ?
APM PLugin for Opmanager Administrator not authorized
Hello, OPManager User with Administrator Role are not able to enter in the Admin Panel of the APM Plugin
PPM Installation failed. Please contact the support team. 9121
Dear support Try to upgrade service desk to 9121 But It is field .Now service does not started now. nothing happen when i started I am try to use commend run.bat I receive below message : "Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details"
Exclude a technician from a query report
Hi All, i need your help in excluding some technicians from a specific query report, and i'm using MSSQL environment. please suggest a solution and thanks in advance.
MDM block software installation
Hi, I'm working on an implementation of MDM addon in Desktop Central Enterprise edition. And now I have a question - how can I restrict a user from installing software? I found some policies in the profile manager, but I assume it works only for Store Apps. And I want to restrict installation of any software (exe, msi, etc)
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
PatchManagement
Hi, my problem is, that the PatchManagement report me, that it could not download Opera and i will activate my firefall or set a rule on the Virusscanner. The Firewall is deactivated in the domain network and a rule for the ESET NOD Virusscanner is set on all servers. When anybody have a resolution...;-)...please....upload from my desktop: It cames the same message...
How to fight password theft using the multi-factor authentication techniques available in ADSelfService Plus
Issue: One of the main intrusion techniques used by hackers is password theft. In fact, stolen credentials ranked first in the top 20 data breach action varieties in 2018. Use case: Most organizations rely heavily on passwords to secure their network resources. However, users deal with their password saturated lives by often creating weak passwords and reuse them across critical business accounts. This makes stealing passwords the easiest way to get hold of network resources. Hackers only need to
How to configure custom LDAP attribute in ADManager Plus
ADManager Plus allows you to set the values of custom LDAP attributes in AD in just a few clicks, without using any PowerShell or VB script. Prerequisite for configuring LDAP attributes in ADManager Plus: Custom LDAP attributes must already be configured in AD by extending the AD schema. Steps to configure custom LDAP attributes in ADManager Plus: 1. Logon to ADManager Plus and navigate to the Admin tab. 2. Under Custom Settings, click on the LDAP Attributes option. 3. Click on Add Attribute.
Better email behaviour
In smaller companies (and sometimes not so small) ticket interactions are primarily via email - I have always operated a rapid response helpdesk where my team can do initial triage, at least, via email. For this we need email in each direction to operate with full fidelity - formatting, clever use of headers, attachments, etc. I know SDP has been (very slowly) improving things in this area, but really I would expect: 1. An email sent to the helpdesk by a requester to be passed through to the techs
IT analytics in 90 seconds: How to manage your privileged accounts' passwords like a pro
Gain comprehensive insights into password behavior and secure your privileged accounts using Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today.
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