Change Workflow - Change Manager role ALWAYS receiving a stage change notice
Hi – If I have someone in the Change Manager role they get an email every time the change changes stage/status *even when the workflow is configured not to send notifications to the Change Manager role*. Example: Ticket is submitted in “Submission / Requested” stage and status, with myself as the Change Manager, and stage/status transition email is sent to the Change Manager. That template is defined in the Stage / Status configuration but for notification it says ,"Configure roles to be notified
Anyone know if its possible to get tickets that are open for a asset thorugh API?
Does anyone know if its possible to get the open tickets for a given asset through API? i'm wanting to create a little dashboard for my team that shows up when tickets are open for some assets. Currently we have to browse to assets, find the asset, then view requests to see them. I'm hoping to just pull back how many open tickets there are for a given asset as shown in pic below.
Query open requests sorted by priority on a certain date
Would it be possible to query the total number of open requests on a certain date sorted by priority? Version 9.4 Build 9400
How to connect over API over a WAF
Hi All Setup: - PMP is in Datacenter behind a Web Application Firewall (WAF) - Clients are in Office or at Home and uses the Internet to access PMP User is created and configured in PMP and RemoteDesktopManager like here: https://help.remotedesktopmanager.com/index.html?howto_passwordmanagerpro.htm Problem: We try to connect to PMP with the API. After a long check on WAF, RDM and PMP we found out that the connection will not work, because the Host "Client01" from the office is unknown in the Datacenter
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
Ticket group is set to "Not Assigned" when picked up by a Technician
I've noticed when a ticket is picked up by a technician that is not associated with a group, it marks that user as the technician and sets the group to "Not Assigned". Generally our technicians have their view set to show only their associated support groups. So tickets that are "Not Assigned" to any group aren't easily seen and typically seem to be forgotten. For example, Tech A is in the "Network" support group but not in "Applications". If Tech A picks up a ticket from the "Applications" support
Auto-assign tickets to group based on site
I didn't see this posted elsewhere, but please feel free to point me in the right direction if it has... I would like to auto-assign tickets to Support Groups based on the Site. We have multiple sites around the world who are supported by local technicians. If we can automatically route the tickets to them it would reduce turnaround time for resolution and save us significant time dispatching tickets. Can this be done? 9.1 Build 9120
Filtering, cloning, or editing default reports
I want to filter the "users never logged on" default report so that it only shows me enabled user accounts. I can't find a way to filter the results, so I looked for a way of editing the report settings - I couldn't find that either. I then tried to create a custom report, but this requires that the 'last logon date' is specified in relation to an existing date - I couldn't find a way of specifying 'never'. I then tried to see if I could clone the existing default report but couldn't see a way
Pick-up request with email command
Think I cross-posted to ServiceDesk Plus, so posting in the correct forum. I am trying to get the pick-up email command to work, but it only appends the request. Using the following parameters in the email response - Re: Request ID ##241## has been appended with your most recent comments. To : helpdesk@company.com @@Operation=Pickup_Request@@ @@Workorderid=241@@
[Important] Migration of Central Patch Repository server; If you've whitelisted Central Patch Repository server's IP address from firewall, attention!!
Hello peeps, We've got an important announcement. To support our increasing customer base and to meet the future demand, we are migrating our current patch repository server - patchdb.manageengine.com to a static alternative. For users who've white listed the current patch repository server's IP address in their firewall, we request to contact our support team for details of the latest patch repository IP address. This migration will take place on 30-May-2019. So, we suggest our users to contact
IT analytics in 90 seconds: Track alarm trends and perform investigative analysis
Use historical alarm trends to plan for future outages, and analyze their root causes using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: Track alarm trends and perform investigative analysis
Use historical alarm trends to plan for future outages, and analyze their root causes using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Bookmark Page
Hi, Is it possible to add a "Bookmark page" below the "Workflow" module? We have a lot of system logon pages. E.g. vCenter, SAN Admin, NAS Admin, Helpdesk, etc. It is very helpful, if we can add those URL into the OpManager. Since OP is the monitoring system for the company. The interface can show a list view or title square. Just like the interface of the support page. Thank you.
Adding vendors
How do you add vendors that are not regular users? Need to be able to choose vendor from drop down menu in purchase and contract management module.
Bookmark
Hi, Is it possible to add a "Bookmark" page under the "Workflow" module? We have a lot of system logon pages. E.g. vCenter, SAN Admin, NAS Admin, Helpdesk, etc. It is very helpful, if we can add those URL into the system. Since OP is the monitoring system for the company. The interface can show a list view or title square. Like the support page. Thank you.
How to understand Source, Destination and Conversation in IP group?
Hi, How to read correctly from IP group settings? I configured IP group to monitor specific IP address, but how to read the source, destination and conversation when into IP group report? I found the traffic volume is reversed when I read source, destination and conversation. I also read the blogs and do not have answer about how to read IP group report. https://blogs.manageengine.com/network/netflowanalyzer/2009/02/24/in-and-out-reports-with-netflow-analyzer.html Thank you.
[SOLVED]Automated close, holidays and operational hours
Hello, Does the "automated request close" process take in consideration working days and holidays or not? I mean, if I set up "Close resolved requests after 1 day" and set the request status to "Resolved" on Friday (working days are Monday-Friday) - it will be closed on Saturday or on Monday? This question is also about Holidays - if I resolve request on a last day before long holidays - when it will be closed? Thank you.
How do you measure? | Support Group First Response SLA Breached for tickets handled by multiple support groups
We have a bunch of incident and request tickets that transfers from one support group to another support group. I want to measure the first response of each support group who handled the ticket. Real-life scenario: Requester raised a ticket to report that she has slow Internet connection on her workstation. Service Desk took ownership of the ticket and found that this issue requires a site visit. Service Desk assigns the ticket to the Onsite technician. Onsite technician then assigned the ticket
how can disable or hide Site and assets
i want disable or hide site and assets option in Incident template for requester view, how can?
Editing query in custom query tables
I am extending AnalyticsPlus to provide dashboarding for our business units to replace a number of Crystal Reports that are generated and emailed and printed and so forth. To accomplish this I need to develop queries to pull data from a number of different data tables in a number of databases. The problem I'm facing is that if I create a query and want to edit it after the first import the only way I can find to accomplish this is to open the data table and select import data to this table, then
Is there a way to get a full list of Desktop Central reports in Analytics
After finally getting the analytics software integrated with desktop central, i started creating a few dashboard that have been extremely helpful. Today i started wanting to expand on those and realized, i am very limited in what I can pull and use. Such as, i only have access to patch information. I don't have access to Windows Firewall Data, Installed Programs, AV details. All of which I can manually pull data from in Desktop Central, but can't add as a widget or report in Analytics. Patch management
Use the UPN from LDAP for Login
Hi All Currently we are testing the feature to login with the imported LDAP User from our AD. The Import was fine, but it use the sAMAccountName for login. This is in our current setup an unknown and not easy to handle "name". To login, it would be better to use the userPrincipalName. So it would be great to select on the "LDAP Server Details" also the mapping for Login Name. Same like the mapping for "First Name Attribute Label: givenName" and "Last Name Attribute Label: sn" Thanks a lot and kind
PMP 10.101
Hello PMP, We made the update from 10.100 to 10.101 because we are with the C:\ManageEngine folder and we want to have c:\ProgrammeFiles\ManageEngine. After update, we see that the folder does not change. this is normal or should it be done manually ? Cordially, Marvin BOTHEREL.
Password age report
Hi, The domain I've inherited doesn't currently have a password age requirement set. Before I implement one, I'd like to be able to have an example of why it's necessary - is it possible to get a report out of ADMP that will show how old the current passwords are? Many thanks!
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
Admin/Oper Status - Interface Summary - Line Protocol status not updating
I have an issue where an interface's line protocol status is not being updated on OpManager's Interface Summary page. This is the current line protocol state of the interface on the device itself which has been down for 5 hours now. This is what is reflecting on OpManager. Because OpManager doesn't reflect the "Oper Status" as down, an alarm wont be sent to Service Desk Plus, which results in a breach of the SLA with the client. If anybody has any idea how to fix this issue or has some sort of work
G Suite Organization Unit not found
Hello, I'm a new user for ADManager Plus. I try to connect my G Suite with ADManager. I can see all G Suite Groups but not G Suite Organization Unit. so I'm stuck on there. can you anyone please help me. thanks
Repeating task / request every 2 weeks
Hi, I have a repeating task that I have created in the Preventive Maintenance Tasks. This task has to be done every 2 weeks on monday. In the week schedule there is no option to set it to every 2 weeks. I can't use the month schedule. And the periodic schedule won't let me enter date and time, only a repeating period. How can I create a task / request that is repeated every 14 days, starting on a specific date and time? How does the periodic schedule work exactly? What is triggering it to create
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 15-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic - "Service request: Employee On boarding simplified" which was conducted as webinar on 15-05-19 We will post the webinar video shortly, which will be follow by questions and answers which were discussed with participants after the session. Please watch the webinar video and feel free to discuss your questions with us, we will be more than happy to assist you. Refer the link below, to know
Question about license
I'm testing the ManageEngine Password Manager Pro. I have a question about the text in the license: "2 Administrators (unrestricted resources and users)". This means that: Can I create an unlimited number of users? This users can access the manageengine pro? Can you clarify this term of the license? Thank you.
BREAKING NEWS : The free OpUtils webinar is on its way.
Hola Amigos! ManageEngine is conducting a webinar on OpUtils to help you with your network IP management problems. This training covers in-depth and intensive training which will help you get into the bottom of various challenges faced concerning the issues with your IP's and switch ports. Trust me, you wouldn't want to miss it. Click here to register now! The training agenda is as follows: Title of Webinar : Safeguard your network from intruders - Rogue Detection Here's a quick look at what
ServiceDesk Plus 9414 Released
Dear Users, SDP 9414 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9414 Vulnerability : SD-71123 : Vulnerability in the login page as domain filtering is not enabled. SD-69907 : Vulnerability of a technician with request view only permission being able to add attachments and add/edit worklogs is fixed. SD-68547 : Vulnerabilities fixed in requester search. SD-65745 : Vulnerability fixed : Password has
Create user in AD options
I know the Create User in AD menu can be customized to add additional fields. I am wondering if it is possible to add the edit manager ability that is in admp to this so a manager is set when the account gets created through SDP.
Uninstall Dell SupportAssist from Desktop Central
Hello team. Do you have any instructions to silently uninstall the Dell SupportAssit application from Desktop Central? Regards, Rafael Vega.
Throughput testing with Internet
Something similar to SpeedTest.net. I have Netflows configured which is great because it can show me how much Internet I am using but if my ISP is having issues I wan't to know if I am seeing slow downs. I have a URL monitor setup for www.google.com and www.office.com but that just gives me response time and up\down monitoring.
Automatically close every request that is created in specific support group
Hi, Is there a way to automatically close every request that is created in an specific support group? The goal is this: We want users to create requests in servicedesk for an specific support group. Every request that is created is forwarded by email to this support group. Then, we need that every request change to Closed status. We don't need to keep track of requests in SDesk. We only need that users could open requests and then the support group would do the follow up by email. Thanks
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