Continual Improvement - from decentralized to centralize management
Is there a plan to add continual service improvement module within SDP? As of today, there are multiple service improvement ideas floating around multiple platforms: - emails - spreadsheets - tickets - project post-deployment reports - what went wrong, what could have been done better - etc. Currently, I can see it within Service-Now: https://docs.servicenow.com/bundle/london-it-service-management/page/product/continual-improvement-management/concept/cim-landing-page.html
Continual Service Improvement Module in SDP MSP
Continual Service Improvement (CSI) is a stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications. Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness, and Cost Effectiveness. See also Plan–Do–Check–Act. Use
Reassign sites
I have a generic email accounts "alerts@abc.com" which I use for 200 odd customers. I want to create a rule that says: If from "alerts@abc.com" and subject contains "Customer 1" change the site (requester) to "Customer 1" Is there a way to do this?
Techs Unable to Add Workaround or Solution
Our technicians can not enter a solution or workaround in Problem Management. There is no option listed for them to add one. Their role have been granted Full Control in the Problem section.
Applications Manager named a January 2019 Gartner Peer Insights Customers' Choice for Application Performance Monitoring Suites
We did it again! Applications Manager is psyched to be recognized as a January 2019 Gartner Peer Insights Customers' Choice for Application Performance Monitoring Suites. In order to be recognized as a Gartner Peer Insights Customers' Choice, APM vendors must have an average rating of 4.2 stars from a minimum of 50 reviews within a span of year. ManageEngine managed to bag 70 reviews with an average rating of 4.4. We were rated across four categories : Evaluation & Contracting, Integration & Deployment,
Custom View - in Problem, Change, Tasks, Solutions
Is there a plan to make it standard to have an option to create a custom view for Problem, Change, Tasks, Solutions and Purchase? The custom view / custom filter is only available in Requests as of today. From my perspective, having this standard across all other modules is a better platform design.
[SOLVED] Run powershell script after ticket creation
Good day, I kind of have an urgent request for information on how to trigger a powershell script on a certain request template submission. This is going to be for automation for users quitting. Questions: How do I use parameters from request fields in the Powershell scripts? How to trigger powershell script to run on request submission? Since request will most likely be submitted before user termination, I was thinking about putting information in a csv to be processed by a scheduled task. Is there
Date Datatype Selection
We have a New Hire template with a date field for the new employee's date of birth. It would be great if there was a more flexible, user friendly way to choose a date in this field instead of clicking through each year to get to a historical date such as a birthday. It would be nice to be able to have the versatility to scroll through the calendar by months, years, or even decades. See example below... Date Selector UI Example
SDP not Starting
Here is the run.bat result: Server is starting. This may take a minute ... This copy is licensed to 'company name' Could not create connection; - nested throwable: (java.sql.SQLException: Login f ailed for user 'accountname'. Reason: The password of the account has expired.); - nested throwable: (org.jboss.resource.JBossResourceException: Could not create connection; - nested throwable: (java.sql.SQLException: Login failed for user 'accountname'. Reason: The password of the account has expired.))
Managing Office 365 Patches
There is a GPO for Office 365 called "Office 365 Client Management". Does this need to be enabled for Desktop Central to manage the patching of Office 365 Applications? GPO Description... This policy setting enables programmatic control of Office 365 clients. If you enable this policy, System Center Configuration Manager or other application management solutions can manage the Office 365 client. After applying the policy, you will be required to restart the Office Click-to-run service. If you disable
ServiceDesk Plus MSP - version 9.4 - Build - 9414 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9414. Please refer the Migration path table available here and upgrade to our latest build 9414. Major features : Survey Enhancements. Password Manager Pro Integration. Site24x7 integration with SDPMSP. Billable/non-billable worklogs in all modules. Ability to add Tasks from the Accounts page. Option to deduct allowance only from operational hours when diff charges are configured. Other features and Issues Fixed list is available
O365 Manager Plus - 4302 released with notification templates!
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus – 4302. This build comes with the following features. Highlights: Notification templates support Create custom, reusable notification templates that define the recipient list, message, and the module (report, alerts, monitoring, etc.). Share these templates with other technicians for configuring email messages for the report, alert, search, and monitoring profiles. Enhancements: Dashboard to reports
Custom Performance Monitor
hi, I have a few AIX systems which i would like to monitor by type of server. As an example, i have app servers, web servers, db servers etc. When i use the default SNMP Host-Resources Monitors MIB, i am able to retrieve the storage values but the names are in the form /dev/hd1, /dev/hd2 etc. So i imported and am using the AIX mibs to retrieve meaningful names like /home/ or /mnt. I then created business views for the different server functions like web and db. The problem is that i wanted to bulk
Installing Patch Management Windows 10 Windows Update and the Windows Store
Team, I am having trouble finding the answer to a question. When using Desktop Central's Patch Management, Do you disable Windows Update Service? If Windows Update Service is disabled, How do you get the Windows Store to work?
Last Login
Hi, Since deploying the agent to user computers - each time they login they are getting a pop-up on the bottom right hand corner telling them when they last logged in. Is there an option to turn this off somewhere within the Desktop Central application?
[SOLVED] Script to fill in Technician automatically in request form
I am busy making a template for technicians with the purpose of registering 'first line fix' calls that do not need detailed information to be saved. So in the request template almost all fields are pre-filled-in. Technician only has a minimum of info to enter. Now I need a custom script to be used at the template Rules tab that will fill in the name of current logged in technician. The script should do the following simple actions: - Fetch the full name of the technician - Fill in this name at the
AD360 Fixes and Enhancements [2019]
Release notes for build 4224 (Dec 13, 2019) What's new: Few minor enhancements and bug fixes. Release notes for build 4223 (Oct 3, 2019) Enhancement: REST API support: Use HTTP GET and POST methods to read and update domain, proxy, and mail server settings configured in AD360. IP-based API and product URL restriction: Allow access to APIs and product URLs to individual IPs or only a specific range of IP addresses. Issue Fixed: Issue faced by certain users in backing up MS SQL database configured
AD360 build 4216 released with a revamped UI for applying SSL certificate.
Hello Everyone! We have released a new build of AD360-4216. The highlight of this release is the revamped SSL certification tool UI for better usability. Enhancement: The SSL Certification Tool UI has been revamped for better usability. Issues fixed: Issue in accessing the integrated products from the Apps Pane when context-based reverse proxy is enabled. Issue in enabling LDAP SSL. Issue in configuring MS SQL database migration using a Windows domain account that doesn't have permission to access
Failed to start the server. Please refer logs for more details
root@sd:/opt/ServiceDesk/bin# sh run.sh & [1] 6435 root@sd:/opt/ServiceDesk/bin# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true
IT analytics in 90 seconds: Track finances across all accounts in an MSP helpdesk
Track the bill information of your managed customer accounts using the Bill Details 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: Track finances across all accounts in an MSP helpdesk
Track the bill information of your managed customer accounts using the Bill Details report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
Desktop Central update
Goodmorning everyone, what is the latest version available? 10.0.328 https://www.manageengine.com/products/desktop-central/service-packs.html?dci&did=45-1224-2018-06-03-13-59-35-68718 or 10.0.342 https://www.manageengine.com/products/desktop-central/service-packs1.html?dci&did=45-1224-2018-06-03-13-59-35-68718 Thank you
Unable to contact the MDM server from Android devices
If you are using MDM Cloud to manage devices running OS versions below Android 5.0 and these devices are unable to contact the MDM server for management related tasks and information, read this post for the resolution steps. Cause: Mobile Device Manager Plus makes use of TLS protocols for secure communication between the server and devices. We at Zoho have discontinued the use of TLS 1.0 and TLS 1.1 protocols with continued support for TLS 1.2 and above, for improved security. This update is necessary
mailbox traffic log archived?
Hi, Are the mailbox traffic log archived? thank you !!
[SOLVED] Need a report with "PENDING REQUEST AGE BY REGION"
Hi, we have several "Frequently asked reports" available, but I am having issues trying to create one that provides the Pending Request age by REGION. Is there an option to run this? I have several regions and want to see the age of pending requests. I will need also to create another similar by site. thanks!
Expand My Tasks on Home Screen
Is it possible to expand the description of the Tasks shown on the home screen,and, also include the Task #? Would like to see the full Description: i.e.: TA-1234 HR New User Notification – John Doe (this includes the Task ID) OR Ability to hover over the title to see the full description of the task. With Home as the landing page, should be able to see full description without having to enter the "Show Al"l or go into the Request module to open the task quick view. See the attachment for
Resend Survey
Hi, I see that this is taken up 4 to 6 years ago. However, seems this functionality is not available yet. Is there a way for us to resend the survey? It looks awkward in the report that says 'Not Assigned' in the Survey Report. Thanks to advise. Bing
How to manage Linux screen lock after inactivity with ManageEngine Desktop Central
Hi, there I'm new to ManageEngine Desktop Central, which we're using to manage PCs in my company. There're around 40 Linux PCs(Mainly Ubuntu) managed by Desktop Central. We want to achieve auto screen lock after certain period of inactivity, but failed to sort out how to make that happen. Anyone has similar experience on this? Thank you very much. Regards Yaohui
[SOLVED] I need to make a API Request to assets and get info
I want to make a API call to get asset info. The info I need are attached below:
GDPR Compliance
Which version of Service Desk Plus is GDPR compliant?
Script Master - 13: How to automatically close requests that are in a specific status.
This week's script master post is about using Custom schedules feature which was released in our latest version 9300. The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized actions(specified in a customized script file) periodically. Each custom schedule can be given Query Reports as arguments to the script file. This enables access to the required data in ServiceDesk Plus through queries. You can even synchronize ServiceDesk Plus data with other third-party
[SOLVED] How to avoid submit duplicate requests
Hi How to avoid submit duplicate requests with the same subject by requester 1? Scenario: a user record duplicate requests (with the same subject ) in one day. Also merge duplicate requests, it will take long time to handle them by technicians. There is a script or way to get the user's request status for a specific subject in today? When he/she try to submit a new request with the same subject, How to avoid submit duplicate requests with the same subject for the user!?
Unclean shutdown of previous run. PPM Installation failed
Hi, I am getting the errors 'Unclean shutdown of previous run' and 'PPM Installation failed' when trying to start SDP. Any suggestions as to how to remedy this would be appreciated, I've attached the log output as well. Thanks and Regards, Geoff
How to clean active alarm in central opmanager?
Hi How to clear active alarm in central opmanager? I marked the alarm in acknowledge but still shown in active alarm. for example, when probe received snmp trap and generated alarm in probe then transfer to central. how to clear this active alarm after acknowledge? thank you! Code Chang
Opmanager central two probes shown same interface
Hi, my opmanager central shown two probes but have same data, the data is one of probes. when I changed probe setting on one of probes, both will be updated together. seems the opmanger central confused two probes. Please advise how to fix it. thank you! Code Chang
IPAM, WMI, and Service Desk Plus Asset Integration.
I had a question regarding OpManager's IPAM module and it's ability to utilize WMI during subnet scans to find hardware information. It's an option when re-scanning a network however I'm not seeing the data under the IP after the can. Also, OpManager and Service Desk Plus are supposed to integrate their Asset information. I have both setup, have run scans on SDP with WMI successfully and have enabled the asset integration between the two applications but... OpManger still does not show any of that
ServiceNow Integration problem
Hi, Two weeks ago we started testing integration ServiceNow and Desktop Central. User validation was OK. But the last couple of days we can't validate ServiceNow user in Desktop Cental when trying to pair them. We are getting an error that Privilege validation failed - Ensure that the user has permission to process SOAP request. But ServiceNow user has all required permissions like SOAP, user_admin, and Asset. We also tried to use ServiceNow admin account which has more permissions than needed in
Downloading attachments for technicians does not work using the "File Upload" Custom Fields
Hello Team. In the Desktop Central console v10.0.239 we created a custom field called "File Invoice" of type File Upload. Both Administrators and Desktop Central Technicians can attach files to this custom field successfully. But the download of the attachments only works from the Administrators profile. It does not work for other technical profiles. When we try to download the attached file using a Technician profile, it does not work. The Web page appears in blank. How can we download the attachments
APK installation failed: [INSTALL_FAILED_VERIFICATION_FAILURE]
Our tablets are unable to update to the latest version of our application. it keeps throwing us an error for every tablet that we try to update: APK installation failed: [INSTALL_FAILED_VERIFICATION_FAILURE] I have tried a few different methods. It has only been delivered successfully to 1 tablet. from all the other tablets i have tried it has failed with that error. I did a quick google, and it says to make sure that you allow apps unknown sources/apps to be installed which is set on all the tablets.
Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue. For example, requests parked in on-hold
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