Category/Subcategory/Item Taxonomy
Has anyone developed (and is willing to share) a Category/Subcategory/Item taxonomy for all of the standard type of IT Helpdesk and Enterprise Application incidents and services (and problems for that matter)? Any help would be greatly appreciated. Thanks.
New grouping feature and user permissions
Hi, I have grouped a number of different interfaces into different groups, but a user with operator permissions cannot access these groups.
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Allow two-factor "remember me" setting
While I applaud ME's inclusion of two-factor authentication in ADmanager, it doesn't seem to have been implemented with any forethought with regards to usability. If you have a session timeout of 15-20 minutes, you're basically forced to 2-factor auth back into ADmanager 12-20 times per typical work day. Also, what happens if a technician forgets his/her phone at home? There is no temporary "exception" process. Please implement a "remember me on this computer" setting that allows us to define how
Send Notification on Disable User
Is it possible to configure a notification profile when an account is disabled through ADManager?
Unable to edit custom attribute in user creation template
I have created custom attribute for Employee Number field and linked it to user creation template. The field is visible by the technician but its greyed out and not in editable mode. Can someone help me out how to fix this issue?
How do I share the complete workspace to a user
Hey team,I'm looking to share a workspace I created in Analytics Plus to another user. Is there a way to share the entire workspace without having to share the tables, charts, and dashboards separately.
Help desk roles "AD Report" checkbox is unchecked after update to 7.0.1
Hi After update ADManager to last version 7.0.1 Build 7010 I found that the checkbox "AD Reports" (in "AD Delegation" / "Help Desk Roles") is unchecked for all helpdesk roles, but all reports sub-item checkboxes remain checked as they were. If I enable checkbox "AD Reports" for helpdesk role, my settings is resetting and all reports sub-item checkboxes becomes checked.
Asset scan - Wrong Product Type > CIType association
Hi, I have a problem when scanning assets. I'm using the agent and I configured a custom product as you can see in the following picture: The scan finds the exact model -> "Latitude 7490" but sets the CIType to "Server" instead of "Workstation - Laptop". If I try to edit the asset Product Name manually then it gets linked to the right CIType. This is the state right after the scan: Then I click on Actions->Modify Type: and without changing anything I just click Save. Doing so moves the asset directly
Changes in v10, Longwinded procedures closing tickets
Hi, Is it just me or are their more steps involved when closing tickets since V10? In V9 you could simply select the drop down items, enter a work log and then close the ticket. Now you have to enter the worklog separately and the resolution separately meaning more time spent doing the same thing... Can we modify Servicedesk and tailor back to how it was? Cheers,
Pre-configured SDP with basic industry standard templates
Do we have or has anybody tried a pre-configured SDP with basic Industry Standard Template? Reason is we are doing a lot of Client POC, so instead of configuring from time to time Can we create (from back-up) or any other way so that we can load a pre-configured basic or advance configuration with industry standard templates. So that we can just load the back up on every POC request. Any suggestions are highly appreciated. Thanks, Allan
Request Management - most used request template, category and top requesters based on request count
To make any changes to these queries, refer to this post. Report to find the most used template in the application: SELECT serd.Name "Service Category", reqtl.templatename "Template name", count(wo.WORKORDERID) "Count of Request" FROM WorkOrder wo
LEFT JOIN RequestTemplate_list reqtl ON wo.TEMPLATEID=reqtl.TEMPLATEID
LEFT JOIN ServiceDefinition serd ON reqtl.PARENT_SERVICE=serd.SERVICEID
WHERE reqtl.isdeleted='0'
GROUP BY serd.Name,
reqtl.templatename
ORDER BY 3 DESC To find top used category
Very Slow deployment to Branch DS servers
When I was attempting to deploy a Application to my Branch PC's the replication was very slow and most of the time replication was not working at all. is there a fix for this besides setting bandwidth utilization to unlimited? right now I have bandwidth set to 4mbps.
Request Management - requests based on incident and service templates
To make any changes to this query, refer to this post. Request based on incident and service templates: SELECT reqtl.TEMPLATENAME "Template Name", wo.WORKORDERID "Request ID", dpt.DEPTNAME "Department", sdo.NAME "Site", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", std.STATUSNAME "Request Status", ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN RequestTemplate_list reqtl ON wo.TEMPLATEID = reqtl.TEMPLATEID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID = dpt.DEPTID LEFT JOIN SiteDefinition
Windows Agent - Why port 9000?
Why is it that SDP is using port 9000 on the Windows Agent for scanning and fetching information? Is there a plan to change this in the near future? https://www.speedguide.net/port.php?port=9000
Flexible SDP PM Scheduling
Hello, I would like to see more options for scheduling PM in SDP. In my case, I want to schedule a monthly backup ticket. Since we follow the accounting calendar, we would need to to something like week 4-4-5 (x4) to properly schedule it. It would be nice. Thanks. Marco.
API V1 Powershell Repo
I put together a small repo of some API V1 powershell functions I've built that work for creating requests, adding notes, and updating requests. Feel free to use any of these you like! https://gist.github.com/aggiebck/60efda1eea63431d5a7d8c05f05379e0
67.0.3 and Firefox ESR 60.7.1
When will these version be available?
Ubuntu 18.04 Clients not Showing any Missing Patches
Hello- We've used MEDC for a while now for all of our Windows systems, so I figured I'd give it a try on the handful of Ubuntu 18.04 systems we run. The agent install went perfectly fine and the system shows up in the console, however after a scan, it shows that no patches are missing and it has 114+ installed. If I run an "apt update" on the client itself, it says that 182 packages can be upgraded. Is there something I am missing?
Service Desk Build 10501 Slow In Internet Explorer 11
Hi, After successfully upgrading our TEST environment to the most recent Service Build, I am noticing Service Desk is extremely slow in IE 11. This however is not a problem if using Google Chrome, its almost completely the opposite. Any idea's on what could be causing the issue with IE? Thanks
ITIL incident management & SLA & response time
Hello When defining SLA's in SD+, you can configure a response time: What is the criteria for triggering the response time? How does SD+ know that a response has been undertaken for a ticket? Is it the automatic mail to the requester, when a ticket is created in the system? when a technician sends a first mail? when the request status is set to 'in progress' ? Thanks for helping me to understand it. Best regards, Marc
License SDP Expire
Hi Manage Engine Support , We currently use the SDP type subscription, which will end the contract on 5 October 2019. In the meantime, we are processing the contract renewal which is under consideration from the management. Could you please let us know what will happen if we couldn't renew contract before 5 October 2019? Best Regards,
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
SQL Server 2016 Database Snapshots detected but not removed
Hi Team, We are using database snapshots to protect against some scema changes. CREATE DATABASE [SS_XXX] ON (Name = 'XXX', FILENAME ='F:\DATA\MSSQL13.MSSQLSERVER\XXX.SS'), (Name = 'XX', FILENAME = 'F:\DATA\MSSQL13.MSSQLSERVER\XXX.SS') AS SNAPSHOT OF [XXX] APM is detecting the Snapshots as databases in the instance (which is technically correct). The issue is when the snapshot is dropped APM still reports that the database exists after the drop is exexuted DROP DATABASE [SS_XXX] How
Removing the 'Site' Drag and Drop field in Incident templates?
Is there a way to not have the 'Site' field show on Incident templates? I can't seem to be able to remove it from any of the templates. We do not want the requester to see the field - and I can't select it through a custom action either. Any help would be appreciated! Tony
make local authentication default at login page instead of LDAP
Hi May I know how to set the local authentication as a default login on the login page. I have enabled the LDAP and the default logon is set to LDAP Authentication. I would like to set local authentication as default login. Thanks.
links
Does anyone know how i can link the following how do i link requester name, assets, department and site so that when the requester adds their name all of the above are auto populated.
Trigger notifications to requesters
I am looking to notify specific Requesters that a new hire is coming on board. These requesters will be in responsible for creating accounts for said new hires. I have a template setup for our HR team that will come to the IT team when someone is initially hired. I need to be able to perform a task that will notify users that are not technicians so that they can begin creating the accounts for the systems that they are responsible for. What is the most efficient way to do this? Thank you for the
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
How to move change ticket from one account to another
Is there an option in MSP to move a change ticket from one account to another? Right now, this is available on the Requests module.
database backup issue
Hi can I backup opmanager system without stopped service? in new version, OpManager service has to be stopped before run backup.bat. any ideas to backup system without service stopped automatically? thank you.
flushing of logfile
Hi, In the logs directory there is a file called sso log. This has the size of almost 1 GB. Is there any way to flush the file automatically? We really don't need log 1 year back, and it should be flushed on a weekly basis. Best regards Thomas
JESPA.LOG file up to 2 GB
Noted this log file is getting pretty big. Properties say it was last modified in 2017. Any reason not to delete it? Path is "Manage Engine\Service Desk\Logs". We are on Service Desk Plus 9400 (soon to be 9411). Thank you.
Downloading unselected apps
I set up Patch Connect Plus for the first time as well as the SCCM Plugin. We selected several applications in Patch Connect Plus as well as in SCCM under the Software Update products list and synced successfully. Now we do not want to deploy those applications anymore. I have removed them from Patch Connect Plus and unchecked them in SCCM, but they still are getting downloaded to the Patch Connect Plus store database as well ad I see them under published apps. How can I remove them completely? Is
Copy values from one field to another in bulk
Hi folks, I have a field that was specific to a Service Request that I'd like to replace with a common field, but I have to preserve the data. My thought was to add the common field to the existing template and I was hoping you could provide me with a way to copy the values from one field to the other. In this case, the request field is a date field called "Eff. Date" and I'd like to copy the values from that field to a common field called "Effective Date." Thanks, Adam
Email added to old ticket conversation with no delimiter
Odd thing popped up (Build 10500). We use the standard delimiter ## in the subject of emails. Normally when a user sends an email to the inbox with ##request number## in the subject, that ticket's conversation will get updated with the email. We just had, what strongly appears, to be an old ticket update that did NOT have the ##request number## in the subject. This email should have created a new ticket. I cannot figure out how this happened. The subjects of the tickets were identical. Has new logic
Templates not showing up to Technicians after upgrade to 10503
Dear All after upgrading to version 10503 the request catalog templates displaying all services and incidents stopped showing up for technicians while it is being displayed normally to normal requesters. the problem was faced only after the upgrade while it was working in version 10502 anyone experienced the same issue? thank you
Changing the Additional Field Type
Why is it not possible to change the current format of the field to other format? We currently have fields in use that we would like to change the field format ( Ex. Single Line field is used to with amount by users) but what I can only do is to remove/disable the field and insert the same with different format. But by doing so, we will lose the field in the already created requests and the new field inserted will be blank. It would be tedious to update the existing request one by one.
SDReport role problem
HI, I assigned built-in SDReport role to one technician, but when he log in, he don't see any reports, every reports group are empty. If I add him SDAdmin role then all reports are visible. How to assign to one technician full access to every raports on SD?
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