User Conference
Hello, Will there be a User Conference in Canada, this year? I was not able to go to any outside of Canada.
Service Catalog Resources
We ran into an issue recently with Incident Fields having a limit on how many we can make. I've since learned the limit amounts, but I'm curious if Resources that are created in ServiceCatalog also have a limit? If not, then great. If yes, what is it?
How to create a SD Ticket from an email?
Is there a way to auto create a ticket for ManageEngine from an email?
Exporting custom fields from personal passwords
Hello, I just exported my passwords from my personal vault, and I got the following fields: Service Name Service URL Login Name Password Tags I also have custom text and password fields, which is where I store answers to security questions, if there are any. How can I export these? Thank you, - Steve
Unable to get Requester E-Mail from CMDB API
This is worked some updates ago. on the versions 10506 & 10509 not. Also not working at http://beta.servicedeskplus.com/SetUpWizard.do?forwardTo=apidoc What I do: Admin - API - CMDB - "Get Requester CI Details using criteria" change to simple input data <?xml version='1.0' encoding='UTF-8'?> <API version='1.0'> <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator='CONTAINS'>E-Mail</name>
How to remove personal vaults in PMP
Hi We have some users that has left our company and their personal vault in PMP is stil there. How do we get rit of those. They take up space (allthough) they are small compared to the master vault. Furthermore we can not see if they are in use or abandoned. So we need a way to dispose of these vaults. If this is not possible we would like to be able to mark them as "not in use". Furthermore it could be a good idea to be able to lock them down so access to them is not possible.
How does the Export/Offline Access option works?
Hello, We were using the system when we realized that the "Export/Offline access" option is available to all users on the PMP system. Thinking of improving security, we need all users denied access to export passwords. We need to configure the system only for admin users to have access to this permission. We know the system has a configuration option to set this type of permission, but we need to understand how it works. As we have the export permission set up today: In the admin / Settings / Offline
Distribution of tickets
Hello, Please may I ask one of my fellow service desk experts if it is possible to set up multiple SMTP addresses within service desk? Currently, i understand there is a function which directs emails to a support group in ticket form. But, can we set up multiple SMTP addresses, say.. one for each support group to eliminate the manual intervention to assign tickets accordingly??? :) Kindest Regards, Gary
Internal Server Error while calling getProbeURL
Hi, Trying to get probe url via API, it returns Internal Server Error: {"error":{"message":"Internal Server Error while processing this request.","code":5000}} This is the sample url I try to get API response through: http://<CentralOPManager>:8060/api/json/device/getProbeURL?apiKey=<API_KEY>&name=172.18.63.3.70000000001 P.s: I don't have access to system logs or OPManager web console with full access permission. Please porpose potential possible reasons for this internal error. Thanks
[Tips & Tricks] How to show pop-up/alert users on ticket submission
In the request cycle, we would have come across several scenarios, where we need to alter the requester on form submission. Now the popup window/alter can be configured through Field and Form rules, the following sample workflow will provide an insight into this feature. Admin tab -> incident template -> FaFR -> on form submission and add desired text. The requester will get a popup when he/she selects the particular incident template from the list. Next - [Tips & Tricks] How to schedule PM tasks
ServiceDesk Scheduler
I want to start instituting ticket auto-assignment, but I don't want tickets assigned to technicians who are unavailable. I understand this is possible by applying schedules to the technicians in the system, but I cannot see the scheduler tab in ServiceDesk. We recently updated to 10.5 Build 10500. Is scheduler built into the system by default or does it require additional resources/licensing to view?
[SOLVED] "SD-76704" Attachments download .json
We are using service desk plus version 10.0 Build 10011. When a user replies to a ticket by email and adds an attachment, when trying to view the attachment from the portal it downloads a .json file. How do we get to the original file that was attached to the email? I have attached a screenshot showing what is downloaded and also that the system shows that the file is a .jpg with a size of 1856.31KB Thanks,
Custom task text with request properties
While configuring an incident template i can set up the tasks that it should have inside the workflow tab. But i can only specified static text for the task text, but what i need is set on each of these tasks a customized text with values of fields that were selected/established when creating the requests (also custom fields). Is this possible? Regards
API call is blocked on central server
Hi, I want to call getDeviceSuammary and many other device/interface specific endpoints on a Master-slave installation of OPManager. But I get this error mesage in API repsone: {"error":{"message":"This operation is blocked in Central Server.","code":5004}} However, The call of listDevice endpoint returns the correct answer without any error. What's the reason and how could I get details of the devices which are behind probes? Thanks
Modify existing scheduled report - PC
I have an installation on a Windows Server with a similar problem as Here but on Desktop Central. It's a scheduled report that is emailed out to a user who is no longer in the company. I'd like to modify the report but I can't find it in the 'scheduled reports' section. The report is labelled "Patch Vulnerability Database Report" but I'm not sure that is relevant to the issue. There is only one login to Desktop Central, that is the admin login and this is the only report running. The solution in
Agent installation question
If you got to SoM > Computers. If you select any number of computers and attempt to Install Agent, will this attempt to install the agent from the Desktop Central server or the remote site server if that computer(s) belong to a remote site? We seem to be having a possible issue with patches not making it to the computers and it seems the agents are not functioning correctly on a couple machines. So I was wondering if attempting to reinstall the agent this way would point the computer back to the
Servicedesk Service Stops Occasionally
Hi Dear all I have a problem on Servicedesk Manage Engine 7018 that stops service occasionally, when I check windows event viewer the two record are exist: 1) Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Description: There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up. 2) Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Description: There may be a configuration problem: please check the logs. The
Never received a response, issue still happen 3 months later
I posted this over 3 months ago and it's still marked as "Working On It." https://pitstop.manageengine.com/portal/community/topic/superseded-patches-still-listed-as-missing-after-desktop-central-upgrade We've been having difficulties with different aspects of this software recently. Now that those seemed to have been fixed, I need to get back to this. Right now, I have 30 patches that have been superseded going all the way back to April 2019 that are listed as missing patches. This is causing some
Getting signed out of ServiceDesk constantly
We're using 10508. We've noticed that we get signed out of SDP constantly. For instance, when we leave at 5pm in the afternoon and come back at 8:30 the next morning, we have to always sign back in to SDP. Is this normal? We always check the "Keep me signed in" checkbox but that doesn't seem to do anything. We are using Active Directory authentication, but not using pass-thru. Just curious if anyone else has this issue. Thanks.
How to perform attribute level restoration of AD objects using ADManager Plus?
Granular recovery of AD objects Granular recovery means restoring the smallest of changes, without having to perform complete restoration of data. In Active Directory, granular recovery is synonymous with attribute-level restoration, which is restoring only a specific attribute of an AD object, instead of restoring all the attributes of the object or restoring all the objects. Why should you perform attribute-level restoration? Helps reduce resource utilization Faster than complete restoration The
How to use User Group to restrict visibility of requests
Hello Need to fine control which requesters can see others requests. The is site manager visibility, department manager visibility, I know. But if we need more specific controll like users in FI group can see only FI requests whatever department or site? I understand how to use User Group to control visibility of Incident Templates used to create an incident, that's all.
Password Manager Pro new build 10200
Hi, Password Manager Pro 10200 has been released and is now available for downloading. Take a look at our Release Notes to learn more about other enhancements and minor bug fixes included in this upgrade pack (build 10200). How to Upgrade to Build 10200? Existing customers of PMP can download the upgrade pack from the following URL: https://www.manageengine.com/products/passwordmanagerpro/upgradepack.html IMPORTANT NOTE: Take a copy of the entire PMP installation folder and paste it in
Beware of 10509 if you use https
Hi, Just upgraded from 10508 to 10509 and the custom http->https redirect we had in place was deleted. So if you use a certificate on your servicedesk server, you need to re-add the info in web.inf after the update - the server.xml is fine funny enough. And if you've forgotten the text needed can be found in the FAQ here: https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html Just a heads up. /Rasmus
Custom Trigger: Change Verification notification
Similar to how there's a script to notify users to reply to pending tickets, is there a script available to send to change request roles after a ticket sits in a particular stage for to long? Ex: Once a ticket is deployed and is ready to be tested/verified, send a notification out after 3 days to remind techs to complete and close the ticket.
How define technician id by Key API ?
Hello! How define technician id by Key API ? For example: 1. User has Key for get API request from SDesk without login&password auth. 2. He wants to get all his own "open" Orders without login&password auth. Is there any methods identify UserID or technicianID by API key and get his orders by json? Thanks!
Custom notification rules based on group
Hi, We are using our Servicedesk system for several teams in the organisation. Requests are sent to different email addresses, which all end up in the same inbox, which is linked to ServiceDesk. In ServiceDesk, we separate the requests through business rules, assigning a certain Group to a request based on the email address it was sent to. Now we could like to customise the "E-mail acknowledgment to requester on submitting a new request" notification rule, so that the content of the email sent to
Configuration Management - to get the list of users enabled with service request approval permission / list of sites present in the application
This report returns all the users enabled with service request approval permission. SELECT aaauser.first_name "Approver Name", dpt.deptname "Department", sdo.name "Site", sd.jobtitle "Job Title" FROM srapproverdetails LEFT JOIN aaauser ON aaauser.user_id = srapproverdetails.approver LEFT JOIN aaacontactinfo ON aaauser.user_id = aaacontactinfo.contactinfo_id LEFT JOIN sduser sd ON aaauser.user_id=sd.userid LEFT JOIN userdepartment ud ON aaauser.user_id=ud.userid LEFT JOIN DepartmentDefinition
[SDF-70628] mandate custom field before Submit for approval
It there way to do subj? I want some fields to be filled in before sending for approval And without this fields 'submit for approval' must be negate
[ Exclusive Webinar] Say goodbye to weak passwords with ADSelfService Plus’ password policy.
Hello! We can help you identify users with a weak password but how can you prevent users from using weak passwords? Join webinar Attend this webinar and learn about the limitations of Active Directory password policy, enforce a customized more granular password policy for both on-premises and cloud applications, and improve password security
Port Number
Not sure if it just me but we have an on-premise hosted ServiceDesk Plus and to navigate to it we have to use the port number on the end of the url, is there any way around this?
How To Delete a Service Catalog Resource Question
Hi Pitstop, I am playing around with the Service Catalog and have created some custom questions inside a Resource. Eg: Choose the laptop model as a drop down? I want to make a change to this question; either delete it or make it a Check box? I cannot find the options to do this. The ability to change the type is greyed out. Can I delete and recreate the question? Where can it be done? Thanks, Brad
Remote Control on MacOS
I am unable to get Remote Control to work on a Mac client. The action log in DC shows "Remote Control failed to connect with MACOS- TEST.<b>Reason:</ b> Communication failed between Agent and Server". Windows machines on the same network are able to have Remote Control sessions connect successfully. The mac is fully patched, and has Agent 10.14.16. I also tried it on a second mac on the same subnet and received the same results. I'm not seeing anything amiss on the Mac's logs that point to an issue.
Technicians Unable to see some Requesters in SDP
Hello, When opening a ticket all of my technicians are unable to load a few requester's in the Name section of the ticket. They can find and open tickets for most requester's but some just will just not load for them. I know for a fact that the requester's are in our system and were imported from AD as I can see and pull them up when I create a ticket. I do have admin access to SDP and the technicians having issues do not. When I do open a ticket against the users they are having issues with I am
User did factory reset
When an employee quit they factory reset the device before handing it back in. Somehow this completely severed the link with Manage Engine. We cannot communicate with the device anymore. The device has been logged into and it doesn't have the MDM installed on it. I feel like this is a serious security breach if at anytime they can remove the MDM and tracking on the device and have a completely unlocked device! We downloaded ManageEngine MDM app and its asking for a one time password that we never
Apps not automatically installing
Hello, I am using Mobile Device Manager for Manage Engine Desktop Central. When I go to deploy an app or update, I have the option to send the install to the ME app catalog on their devices, or do a silent install. With a silent install, I am under the impression that it is supposed to install without any user intervention on the device. Instead, it sends a pop-up message to the device asking if it wants to proceed with the install. Should this be happening? Thanks, Joe Satow
Email Command for technician to update or close ticket?
Is there a way to use the email commands where a technician can reply to an email about an incident assigned to him and update fields like you can when the ticket is created? I had assumed you could reply and use the @@STATUS=Resolved@@, but didn't seem to work. thanks
The second edition of the Password Manager Pro Masterclass is here!
Hi all, Password Manager Pro Masterclass is back, this time with a brand-new set of topics to help you stay abreast of the various trends in enterprise privileged access management (PAM). These hands-on sessions will highlight the business scenarios that require you to adopt a strong PAM program, and our experts will show you how you can use Password Manager Pro to achieve this. The first topic for the Password Manager Pro Masterclass series is "Straightforward password management for small business
View Logged in Users
HI, Is there a way to view who is currently logged into Service Desk? I'd like to know when a regular user and or admin is logged into the system. I think this would be helpful if we need to perform maintenance on the server or update the service desk software itself. I have the following version and build number: Version : 4.1.0 Build Number : 4105
How do I install Norton Secure VPN?
To install Norton Secure VPN first click on Sign in and then enter your Norton account credentials and click on Sign in. In my Norton Page, click on Download that appears under the Secure VPN. And then, open the downloaded file and then do the following. Launch the Norton Secure VPN app. Sign in to Norton Secure VPN with the Norton account credentials. To ensure a successful installation, get the proper guidance of a skilled technician at Norton internet security. https://www.ukcontacthelp.co.uk/norton-complete-protection.php
Domain/Network Scan attributes and relationships discovered
Hi, is it possible to know which attributes and relationships are discovered and automatically added in the CMDB during a domain/network scan? For example I know that softwares on a workstation or a server are automatically added as relations in the workstation after discovery. Thanks
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