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
Temporary tasks
Good evening all, I'm trying to find a way to essentially create a temporary task or a reminder task. As an example, if we have someone who is unable to perform their regular duties due to injury/other reasons we move them to a different department to help out. When they move to the new department, their permissions get changed on various software to allow them to perform the new role. The issue that often happens is these permissions don't get removed when they return to their regular duties.
Loan Feature
The ability to loan items with a check out check in kind of thing. Maybe?
Report with time spent
Hi, I´m trying to create a custom report to show the below informations: Request ID Technician Category Subcategory Item Total of Time Spent in each request (sum of time taken to resolve) But I dont have all these fields when I try to create a report. Could someone help me to create a query report with these fileds? (MS-SQL) Thanks a lot Paulo Santos
Tickets created by API are setting the wrong requester name
When I create a ticket via the API, the requester is the API-key user instead of the requester I specify. Example API : $CreateTicket = @" <API version='1.0' > <Operation> <Details> <parameter> <name>requesttemplate</name> <value>Replacement Mobile Phone</value> </parameter> <parameter> <name>requester</name> <value>requestername</value> <name>Status</name> <value>Wacht op antwoord</value> </parameter> <resources> <resource> <title>Choose Your
PMP is not running
Hello, I have problem with first installation of ManageEngine PMP. When I start the service with /etc/rc.d/init.d/pmp-service start after two seconds the service will not running [root@pmpME PMP]# /etc/rc.d/init.d/pmp-service start Starting PMP... [root@pmpME PMP]# /etc/rc.d/init.d/pmp-service status PMP is running (6874). [root@pmpME PMP]# /etc/rc.d/init.d/pmp-service status PMP is running (6874). [root@pmpME PMP]# /etc/rc.d/init.d/pmp-service status PMP is running (6874). [root@pmpME PMP]# /etc/rc.d/init.d/pmp-service
Category and sub cat by site?
Hi, I want to define or reduce the list of selectable categories dependent on the site. Cats' seem to be global across all sites? any way to do this? Thanks David.
Need help figuring out how to classify assets properly
Hi folks, I need help classifying assets when entering them in the PO module. I'd like to do it properly, but I'm just not sure how to go about it. Here is the example: I have a quote form ManageEngine for purchasing DesktopCentral. The quote contains two items: a) 85511.0S3: ManageEngine Desktop Central UEM Edition- Subscription Model-Annual subscription fee for 225 endpoints and Single User License (1 item) b) 85510.0SU2: ManageEngine Desktop Central Addons - Subscription Model-Annual subscription
Incorrect sorting in inline editor [SD-77313]
Found a sorting bug in inline-editor when working with multi-select fields. How to reproduce: Create multi-select field with some values. Sort it manualy in correct order. Save. In the request, enter to inline edit mode by clicking on fields. And now, values sorting order is different from saved order. In full-editor (button Edit on top) sorting is correct, as well as in the request preview. P/S/ SDP 10.0 Build 10013
Re-open incidents upon non-requester replies
We've noticed that when other users that are not the requester but are included in an email conversation of the incident reply to an incident, it does not re-open (but it does re-open when the requester replies). Is there an existing setting/feature to change this behavior? To have an incident open when someone replies to an email even though they are not the requester of the incident?
Reset Password Enables a Disabled Account
We have come across an issue when if an account is disabled and has their password reset via AD Manager Plus, the account becomes enabled? If I reset this via the domain controller the account remains disabled. Is there a setting which can keep an account disabled even after a password is reset? Thanks
ServiceNow and Desktop Central integration
Hi, Where I can find full documentation about servicenow and desktop central integration? I want to know how integration works, what data in what CI will be placed, how it works with custom fields which not out of box, etc. I need more details about how integration works than was descibed there https://www.manageengine.com/products/desktop-central/help/configuring_desktop_central/servicenow_integration.html Thanks in advance. Dmytro
API « GetDowntimeDetails » for Child Monitor does not work anymore since 13780
Hello, I have a problem with REST API « GetDowntimeDetails ». I use it to retreive downtime for monitor and for child monitor (for example a process inside a Linux Monitor). On my previous version 13580, it works for both monitor type. After updating in 14050 : it works for monitor but it does not work for children anymore. I get an error « Invalid resourceid(s) in Request » in my XML file. I redid an installation from scratch in 13580 and setup multiple patches, summary : 13580 > Monitor : OK
Import contact list from database
Hi All, Can anyone advise if it is possible to import contact list (user list) for SCP from different sources e.g. AD or other DB rather than importing from CSV file? I have looked through the manuall, but it looks like importing contact from csv file and outlook add-ons are the only available option to manage the contact. Please let me know if there are any solutions Thanks
GET_REQUEST_FILTER issue
I found an issue if I am using "&" in Custom View(filter) the Rest API does not recognized it. How to solve this ? The post url: "http://servicedesk.XXXX/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS&TECHNICIAN_KEY=XXXX-XXXX"
SMS capability
Hi there, I would love to use the SMS capability however we have a corporate SMS provider and do not want to sign up for the only two you have in SDP Cloud. Can you please open this up more so we can use our own provider (who has API's already to go) and take advantage of the SMS feature. At the moment locking it in to your own approved providers is limiting. Thanks.
Can we see requester's approval log?
Is there a report, or somewhere within Requester's detail, we could view what approval has been approved (or rejected) for this particular requester.
Log flow
Hello, Sorry but we do not understand the log flow of PMP. We wanted to know if the logs displayed in the audit tab came from the database or the logs folder in C:\ManageEngine\PMP\logs To better explain our question here is a diagram. 3 options : 1 = red 2 = orange 3 = blue What solution do you think are right ? Cordially, Marvin BOTHEREL.
Delete Announcements by others technicians!
In Servicedesk plus when admin make a announcements, others technicians can completely delete announcements , Why?
Requester replying on ticket does not show in conversations!
When we send a reply to the requester, and he/she replies to that email message, the email sent does not get added to the conversations, neither does it come as a new request! Their reply gets deleted from the Service Desk inbox and nothing happens! Please advise.
Technician replies are not getting sent to requestors
SDP Support is forcing me to use this platform for support rather than try helping me resolve the issue. I'm still evaluating the software, and I'm already having a hard time to get real support. Anyway, hopping someone can help me with this. I finally resolved the issue with mail fetching. SDP can connect to the mailbox just fine. No issue with fetching or sending initial emails (ticket assignment, acknowledgement email). Now SDP is not sending replies to the requestors. -External user sent
Workflow alerts to users
I have searched and found that task can only be assigned to technicians so I am asking if anyone has found a method to be able to loop users in on workflows. An example would be onboarding. Operations handles purchasing mobile devices, door entry codes, etc and it would be nice if a template could include a task that simply emailed them of the need. I am not concerned with user completing the task in Servicedesk at this point only them being alerted that things need to be done. thanks
Change Port 80 to 8080 on linux
Hello, I have tried to change the port 8080 to 80 but always the software says : "Port 80 is occupied". I have tried to reinstall serviceDesk plus with Port 80 but same message. Can you help me ?? Thank you
Upgrade Password Manager Pro in FailOver Service mode
Hello Community. In this link appears the documentation to update Password Manager Pro in Standalone mode and in Hight Availability mode (https://www.manageengine.com/products/passwordmanagerpro/upgradepack.html#instructions). However, what is the step-by-step to update Password Manager Pro in FailOver Service with MSSQL mode? Regards. Rafael Vega
[Announcement] : The free one day OpUtils Training is on March 27th, 2019!
[Announcement] : The free one day OpUtils Training is on March 27th, 2019! Hola Amigos! Are you a slave to your network - always peeking at it not knowing when it will create a huge mess and when you would end up cleaning up that mess? If you are, then ManageEngine OpUtils is the right solution for you. With the OpUtils training being a great success in 2018, we are carrying it forward to 2019 as well! This training covers in-depth and intensive training which will help you get into the bottom
Task status
Hello Community, I have some template that are using resources and each resources option has a task related to it. Now, i want to disable the checkbox of that resources based on the task status. if a task has status resolved, closed or cancelled i want to be able to disable the resources checkbox. this would be a rules in the template. i have not found a way to get the task status. any idea anyone ? regards, Martin
[SOLVED] Acme Report image
Hi, how do i change the graphic that's in the export report from the standard ACME Helpdesk Image? Thanks.
Netflow Analyzer support for layer 2 data
Hello community! Using the Netflow Analyzer Professional version, would it be possible to capture layer 2 data (i.e. input and output vlan tags) from a cisco devide which it is exporting flows in V9? Thanks in advance, regards, Jorge.
[SOLVED] Get all user email - script for custem field
Hello, i would like to create a custom field where i may choose address email all of my requester - i'm creating functionality, which share automaticly request to persons pointed in this field. I have script which share request to person with specific address email - currently i give them manually. Can you give me tip how i may create script for field, which load email of all my users ?? Regards, Tom
Failover Distribution server
Hello, Could I set up something like failover distribution server which will be working in case of any failure of primary DS server in the local office? Thanks.
Newsletter de Febrero!
¡Newsletter de Febrero! Actualízate sobre todas las novedades que tenemos este mes y recuerda inscribirte aquí para recibirlos mensualmente en tu buzón de correo.
ADSelfService Plus 5705 Released !!!
Hello folks! We are delighted to announce the release of 5705 build. With this build, ADSelfService Plus extends support to Linux machines, rolls out a few enhancements and issue fixes. Highlight: Login agent for Linux: Users can reset passwords and unlock accounts from the login prompt of their Linux machines. Enhancements Synchronize Active Directory password resets and changes across MS SQL and PostgreSQL accounts in real time. Ability to link user accounts for password synchronization using
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Problem " 8020 8027 8443 Ports are in use. Hence could not start forwarding server"
Hello, [имя]. I've had a problem during desktop central forwarding set-up. After certificates have been installed an error occured, that said " 8020 8027 8443 Ports are in use. Hence could not start forwarding server". I can't finish the set-up process due to this error. I've been following the instructions. Could you give me an advice on this issue?
Availability indicator is not working
Dears, We have an issue regarding availbility graph on all devices, it's always 0 although the device is reachable. Also please not that line of graph is out of the box Version is 12.3.295 Please advice
Certificates Imported are not visible
Hi I'm using PMP 9.9 and have the Certificate and SSH option active. I have run discovery and imported certs under the Admin account. Others user of PMP do not see these certificates in PMP. How do I give them access?
ServiceDesk Plus API File Upload
Hello, I was hoping find a way to upload a file (or files) when creating a request through the API, however http://www.manageengine.co.nz/products/service-desk/help/adminguide/api/request-attributes.html doesn't appear to talk about it. I found 1 forum where it was mention that it is supported, but no links/details were given. Has anyone done this/would you please provide details? Thank you in advance for your experience and time, Justin
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