[SOLVED]Populate request details on associated tasks - More than 10 tasks
I found the following script: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description Using this I was able to get the information I wanted added to the title of tasks when they are created from one on my incident templates. My technicians informed me that not all of the tasks were updating with the information. I dug into this a little further and what I was able to figure out is that this script will only add information to the first
Update to 10013 broke Populate Script
Hi, we recently updated from 10006 to the newest 10013 i just found an error that the Populate script https://pitstop.manageengine.com/portal/community/topic/script-master-16-populate-request-details-on- tasks-associated doesnt work any more. This is what powershel say any idea what i am missing?
[Tips & Tricks] First Call Resolution (FCR) and its importance in the helpdesk
In most situations we had come across, customers tend to be impatient when they want any particular service or they need their issue to be resolved immediately. It doesn’t matter if they are calling service desk support, emailing, or chatting. They want
[SOLVED] Last Updated Time via API
I can't find a way to retrieve a request's last updated time via the API. IT seems like a pretty important field when using the API for a case exchange between two systems. Is there a way to retrieve this?
Request Submit for Approval - Email Notification Options
Hi all, We are wanting to start implementing the Request Submit for Approval function shortly. However when attempting to craft the notification email, I see there is a real lack of options available. What variables are available? From what I can tell $ApprovalLink is the only variable available. Was wanting to have something like the below: Dear $ApproverName, $RequesterName has submitted a request that requires your approval. Details of the request, and the ability to approve or reject with comments
SMS notifications lag significantly
We currently have SMS notifications set up by way of a Business Rule for a particular technician group when a high priority incident is created in their group. The SMS notifications are currently sending via mobile service provider (not an SMS gateway provider); all the phones are with Verizon, so the SMS mail IDs are configured with @vzwpix.com on the end of the phone number. Probably about 70% of the time, the notifications come through as expected. The other 30%, the notifications will arrive
Need to combine Incident and SR field into one global field and migrate data
Hi folks, Does anyone have a process for this? We have two historical fields (let's call them Ext_ID and Ext-ID). One exists as a custom field on the SR and one exists as a custom field on the Incident. both are the same type. I'd like to clean this up and migrate this into one common field (Ex. External ID), but I would need to migrate the historical data from the two other fields. Does anyone have process for accomplishing this? Thanks, Adam
IT analytics in 90 seconds: Manage SLAs across several managed accounts
Monitor SLA breaches and ensure better compliance rates across your managed help desk accounts using the SLA Violations report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
IT analytics in 90 seconds: Manage SLAs across several managed accounts
Monitor SLA breaches and ensure better compliance rates across your managed help desk accounts using the SLA Violations report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
[SOLVED] Technician Auto-Assign - But the technician is gone....
We have a strange issue in which a technician (whose account was deleted from Service Desk and AD account moved to a non-syncing OU) is still getting tickets assigned to them. I tried to add them back but the USER_ID is now different than what it was. This makes sense, but I need to know if anyone has seen this issue before or has a thought on how to resolve. My theory is that the old USER_ID is still in a SQL table somewhere as as valid technician to send tickets. The log viewer shows the following
[SOLVED]Changing Incident Template results in INVALID_CSRF_TOKEN
Hello, We have two Incident-Templates in ServiceDesk Plus, that are unusable. Locked behind the error INVALID_CSRF_TOKEN. Whenever we change or try to delete these two templates, we get the same error.. Changes made are discarded; A delete action is ignored/unsuccessful. Both templates are very minimalistic as shown in added screenshot. Please help remove the templates and find out what the problem is, so we can prevent this error from happening again. Greets, Danny
Mobile SMTP settings not working due to formatting in Mobile field
We use formatting in our Mobile number field in AD. Unfortunately, when we configure the SMS settings via SMTP to use mobile number, it doesn't work due to this formatting. Can it be configured to strip formatting (ie all non-numbers) from the mobile number inside the %mobNo% macro? Or add a %mobNoNumsOnly% or something like that?
AD SelfService Plus and Citrix XenApp 7.6 needing it to work via receiver and or storefront
I'm looking for some guidance on what steps i need to take to get ADSelfService Plus to work for my 400 external Citrix users. Has anyone gotten this tool implemented within the Citrix XenApp Farm? Thanks Chris
Locking down the product for use externally
We've been using Self Service Plus for years now and are considering how to open it up for external users (not necessarily ona VPN, public access). Are there any KB articles we can reference? I've had a look through and can't find anything. Our problem is we have external vendor support users who have accounts in our system, but still need to reset passwords every x days. 1) Is opening this application (via a reverse proxy or the like) something that is supported or recommended? 2) Are there any
Missing Restrict Scheduler Rules
Anyone run into issues where newly created Restrict Schedule rule disappear after you create them? I just created a new Restrict Scheduler rule to run every morning restricting disabled/expired AD accounts but after saving the rule it doesn't show up on the Restrict Users Scheduler list.
second email address for users?
We use our ADSelf service product for managing passwords for our Windows server hosted rdweb applications. Our users are issued a windows username, but this is not used for actual email to the users, currently the hosted user domain account does not record the actual email address of the user. Because of this we can't use the email features in ADSelf Service. Is there a work around for this? Does anyone else have a similar setup?
APM - No services running in the host.
Hi, I have an issue with a windows monitor that can not add de operting system services. I created an user according to : https://pitstop.manageengine.com/portal/kb/articles/how-to-configure-a-non-admin-user-for-wmi-monitoring I do test with wbemtest and passed with IP and Hostname: Thanks & Regards! A.
Question about Billing in MSP
We looked at the Billing section in MSP some time ago and determined it could not meet our requirements. I am wondering if this has changed in past 2 years. Requirements are simple: 1) Customers are billed for all time in Work Log for all tickets where request type = Service request. 2) Customers have a bucket of support hours. They are only billed for hours exceeding their allotted total. 3) Customers are charged an hourly rate for overages. So if a customer purchases 30 hours of support per month
Copy file to appdata\localLow
Hi, I am trying to copy a file to C:\Users\%username%\AppData\LocalLow\Sun\Java\Deployment\security\ but I can't find the proper variable or proper way to accomplish this with DTC. help?
Update User Interface for Service Desk Plus On-Premise
Hi guys, how is the roadmap for the user interface update on the Service Desk Plus on-premise version? As far as I know the on-demand (cloud) version has a different and modern user interface. Thank you for your attention and best regards, Daniele
Chrome 73 to patch a huge list of critical vulnerabilities
Google Chrome has rolled out Chrome 73 for Windows, Mac and Linux. Around 60 security fixes are included in the Chrome 73.0.3683.75 update. Below is a highlighted list of fixes that address critical vulnerabilities: Workaround: Search for the following patch IDs: 309179 (for 32 bit) ,309181 (for 64) in Vulnerability Manager Plus and deploy them immediately to stay secure against the above mentioned vulnerabilities.
Chrome 73 to patch a huge list of critical vulnerabilities
Google Chrome has rolled out Chrome 73 for Windows, Mac and Linux. Around 60 security fixes are included in the Chrome 73.0.3683.75 update. Below is a highlighted list of fixes that address critical vulnerabilities: Workaround: Search for the following patch IDs: 309179 (for 32 bit) ,309181 (for 64) in Patch Manager Plus and deploy them immediately to stay secure against the above mentioned vulnerabilities.
Chrome 73 to patch a huge list of critical vulnerabilities
Google Chrome has rolled out Chrome 73 for Windows, Mac and Linux. Around 60 security fixes are included in the Chrome 73.0.3683.75 update. Below is a highlighted list of fixes that address critical vulnerabilities: Workaround: Search for the following patch IDs: 309179 (for 32 bit) ,309181 (for 64) in Desktop Central and deploy them immediately to stay secure against the above mentioned vulnerabilities.
Microsoft Patch Tuesday updates for March 2019
Good day. Quick update on the March 2019 Patch Tuesday. New Security Bulletins : 2019-03 Security Update for Adobe Flash Player for Windows (KB4489907) 2019-03 Security Only Quality Update for Windows Server 2008 (KB4489876) 2019-03 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4489885) 2019-03 Security Only Quality Update for Windows Server 2012 (KB4489884) 2019-03 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4489883) 2019-03 Cumulative Update
Microsoft Patch Tuesday updates for March 2019
Good day. Quick update on the March 2019 Patch Tuesday. New Security Bulletins : 2019-03 Security Update for Adobe Flash Player for Windows (KB4489907) 2019-03 Security Only Quality Update for Windows Server 2008 (KB4489876) 2019-03 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4489885) 2019-03 Security Only Quality Update for Windows Server 2012 (KB4489884) 2019-03 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4489883) 2019-03 Cumulative Update
Automated user provisioning with ADManager Plus’ HR database integration - Simplified Onboarding
Oracle and MS SQL databases, two of the most popular databases used today, have been integrated with ADManager Plus , making it easy to provision user identities in an Active Directory (AD) environment. Identity provisioning involves a lot of correspondence between the HR department and IT administrators to create a new AD user account. It also involves provisioning access permissions, group memberships, mail accounts, and more for new users. Performing these tasks manually is time consuming, effortful,
Unlock user status
When unlocking users, it does not display locked or unlocked status prior to applying. Josh Fay
Request Timespent Reports not calculating total time correctly
So we are finding that when we run the Request Timespent Reports by technician, It is not calculating all of the time spent on a ticket. Take for example a ticket that I dealt with on Friday. We started on it Thursday evening and worked on it throughout the day on Friday with various start and stops in the work log. At the end, I ended up with total time taken on the ticket at 6 hours and 47 minutes. When I run the report, it is only showing the last entry from the work logs when there is obviously
[Tips & Tricks] Link and Merge Requests
Dear folks, I hope this post helps you understand the difference between merging and linking requests. Link Requests: This helps keeping track of multiple users reporting the same issue and resolve them together. With this feature, technicians can link several related tickets together to keep track of larger-scale issues. For instance, when you are receiving a huge number of requests on AD server down or receiving similar feature requests for quite a while, linking them together, communicating on
VMware datastore free space monitoring
Hi, is there a way to monitor the percentage of free space on vmware datastores? I am able to setup thresholds on number of MB, which has to be calculated for each datastore, of which there are many, and different sizes. so is pretty impractical to be doing this for each datastore. Thanks
need a fresh install copy for version 8.5.0 build 8501 so we can test a migration path to the latest version.
We are planning to upgrade a production instance and need to get a installation copy of Version 8.5.0 Build: 8501?
Can we segment PMP
I'd like to grant the developers their own "branch" inside of PMP to manage with no impact against our production information. How would one go about this?
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
[SOLVED] Query report for roles and permissions & business rules
Hi, I would like to extract list of roles with assigned permissions and also list of business rules. Please assist me with the queries. I'm using MSSQL. Thanks.
security question for OpManager can be access from internet directly
Hi does opmanager have security hardening recommendations if opmanager web portal can be accessed from internet except change port number, enabled HTTPS and only permit HTTPS to access web portal? thank you! Code Chang
Group Notification
Hi, I see there is an option in the Notifications section of Admin: E-mail technician when a request in a group is unpicked. When would this notification be sent? How would I configure how much time to wait before the alert is sent? Thanks, Brian
$COMPLETE_JSON_FILE
Does the $COMPLETE_JSON_FILE always get created? I can't find it in the location where it is stated to be and I am trying to get a Custom Script to work, get notification that script executed but get no email. Chris Trauner Network Analyst
[SOLVED]Problem sending mails with attachments to requester
Hello to all, we are experience some problems when we use reply option from request form with attachment. Sometimes requester receiving this message without attached file. No error message appear when we do this action. Could you give us some clue about how to resolve it? Thanks in advance Juan Manuel
Team Foundation Server Integration
Hello, I'm looking for ways to integrate ServiceDesk Plus with Team Foundation Server. I did a search and found few posts (and they were from 2009 at that) on the topic. Can someone enlighten me as far as what the options are? Thank you, -Charle
SLA for usual and unusual exceptions - How do you measure these in SDP?
BMC Blogs published best practice for creating SLA and one of it is also our challenge with measuring in SDP. Here's the section in https://www.bmc.com/blogs/five-best-practices-creating-slas-itsm-environment/ #5: SLAs should account for usual and unusual exceptions It’s as important to define where the SLA doesn’t apply as where it does apply. Your SLA should define any usual and unusual situations that will hold up IT service processing. Some SLA exception examples might include: All orders will
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