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
SDP API - Can you raise an approval? (PowerShell)
SDP API - Can you raise an approval? (PowerShell) In particular, what Operation Name is required? The documentation is quite poor with specifying Operations Names for different requests.
Remove/delete Device in NCM
HI i have 2 devices in NCM that i want to remove I been looking around in "Inventory -> Config Managment " and cant find a delete/remove button for the objects. So how do i remove them?
[Solved]Can I delete the mLiteMigration folder?
We're running build 9409, and planning on updating to the latest (currently 9416). As part of our pre-update process, we stop ServiceDeskPlus and 7-zip the entire program folder. Afterwards, to save space, I'd like to know if it's possible to remove the "mLiteMigration" folder, as it looks to be the backup folder for the pre-9400 series files. Is there anything in this folder actually used by the 94xx line at this point? Thanks
IT analytics in 90 seconds: Identify backlogs across customer accounts
Spot backlogs and work toward better resolution times across your managed help desk accounts using the Backlog Analysis by Customer report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
IT analytics in 90 seconds: Identify backlogs across customer accounts
Spot backlogs and work toward better resolution times across your managed help desk accounts using the Backlog Analysis by Customer report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Windows change password
Hi there. we have a problem with agent-less mode for windows reset password in version 9.7.0 a quick explanation : resource is a single windows server 2012 and supplied with administartor account. it is not joined to a domain and we don't need AD. also RPC service is running and firewalls in resource and also in PMP server are completely off. when we want to do remote change password, after a minute we get FAILED error with no further details on Web Client UI , but in PMP folder Logs, we get some
[SOLVED] Getting the Requester Name in a variable for use in triggered Execute Script
Hi team, Is there a predefined variable name by which I can get the requester name (cs.get("REQUESTER") or cs.get("REQUESTERNAME"). Also, I'm wondering if there is a variable that does the same for the field of the submitter when using the "On behalf of" field. I'm trying to add a requester's name to the subject when a custom field is modified. Thanks, Adam
[SOLVED] Deleted Project Additional Field, but it still shows up Project Templates
Your Version : 10.0 Build 10009 I created Project Additional Fields, then deleted them. When I attempt to create a new Project Template, a field still sows up at the bottom under Additional Fields. When I attempt to save the template, I receive an error. 'Value provided for field(s) [udf_fields] is invalid' I've attached a word document that includes screenshots.
O365 Manager Plus - 4301 released with Chinese language support !
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus – 4301. This build comes with the following features. Highlights: Language support: O365 Manager Plus is now available in Chinese. Bug fix: The data fetching issue in the monitoring module has been fixed. How to Update? Update using service pack. New to O365 Manager Plus? Download the fully: functional free trial now. Regards, O365 Manager Plus Team Email: support@o365managerplus.com Direct: +1:
Chrome Updates
Latest Chrome Updates in Desktop Central Indicates Reboot Not Required, but when update is installed Patch details indicate a Reboot Required. Anyone else have this issue? Sample dcpatchinstallaccesslog from 1 system
PMP - Map an account to two or more resources
Hi, how do I map a single account to two or more resources. Say, I have a service account Domain\Test and I want to use it across two resources, namely, RES1.domain.com and RES2.domain.com
[SOLVED]How can I change the option of requiring a worklog to close mass tickets?
Have old tickets that i need to mass close. Requires a worklog. How can i change the option of requirement it?
Survey variable fields for ticket number and ticket title or subject
Team, We have not been able to use the variables for the ticket number and subject of the ticket in the email inviting the requester to a survey once the ticket has been closed. In the Configuration Wizard - User Survey - Survey Settings, the $RequesterName and $SurveyLink work fine, but the information in the $SurveyLink doesn’t has enough information as to inform which is the issue of the ticket and the ticket number. Please advise what are the variables that we can use for the fields for
Copy Incident Template
It's helpful that you have the option to make copies of Service Request Templates, but there should also be an option to make copies of Incident Request Templates. Jeff
Unable to connect to Exchange 2010 mailbox
I'm having an extremely hard time trying to get SDP connect to the mailbox. The credentials to access the mailbox are correct. SDP keeps showing this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I'm seeing this event ID 12014 on the Exchange 2010 server: Microsoft Exchange could not find a certificate that contains the domain name mail.fqdn.domain in the personal store on the local computer.
Windows and Third party patch alerts/reports
We currently own the Manage Engine products listed below and I wondering which I can use to accomplish what I need. ManageEngine ServiceDesk Plus ManageEngine DesktopCentral ManageEngine EventLog Analyzer What I'm trying to accomplish: We have 3 server groups. Group 1 will get patches applied on Wednesdays, group 2 will get patches applied on Thursday, and group 3 on Friday. What I'd like to do is have a separate report generated for each group showing what windows and application patches are available.
Getting confused and frustrated, very frustrated,
I am trying to manage the patches in our environment with Desktop Central. I thought after reading the documentation, I understood it, but apparently, i don't. Last month I created a test group in which to test patches on. The test and approve was created so after 5 days, the patches were automatically approved. I then created 3 groups for automated deployment. Production and 2 sub groups based on different time frames. Everything seemed to have gone well. We hit an 80% success rate in patching
Upload Win10x64 v1809.
Hi, I'm trying to upload the. iso 106458-Win10_1809_Pg_enterprisex64. ISO, no error appears, but is not completed. is something wrong? I renamed the file.
CSV import notifications
Hi, We're working with CSV imports for user creation in ADmanager, where IT personnel performs the last check and starts user creation. So far so good. But getting the email notifications to the requester is a bit of an issue. Is there a 'correct' way to send notifications to a requester email address provided in the CSV, to send them the newly created user with random password information, and other information ? Or if there is not, would it be a good option to create a custom AD property with
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
Using one rest API response as a key in another API
Hi I've added two of my APIs to OpManager Rest API Monitoring and one of them has an authentication key in its header. The other one is the API to get access token which will be used for the first one. How can I set the response of second API to be used by first API. sample response of second API: {"access_token":"XXX","token_type":"bearer","expires_in":86399} sample header request of first API: Authorization_sep_bearer XXX Thanks in advance
Preserve inventory info but remove PC from patch management
Is there a way to remove a PC from patch management but still retain the inventory information ? The reason for this is we have some PCs no longer on our network but I want to retain the hardware inventory info so we can see at a glance if they are fit for use at a later date, but in patch management they are displaying the fact they have lots of missing patches and this is disguising the true patch management statistics. Is it possible to remove them from the current scope of management but keep
[Tips & Tricks] Automation's in Service Desk which can replace Help desk coordinators role
Yes, in Service Desk we have quite a few features that can automatically assign tickets to an individual or a group. Let's discuss in detail. # Tickets can be assigned through incident and service templates. Smaller organizations with a handful of technicians
Tell the world how much you love us!
Dear Log360 Patrons, Your opinion greatly matters to us, and to your peers too. We'd love to have your unbiased feedback about Log360 in one of the most renowned software review platforms, Gartner Peer Insights. Review Log360 on Gartner Peer Insights I promise that the review will take just 15 to 20 minutes of your time. We really appreciate your time and effort. What you should do? Sign up at Gartner Peer Insights. It just requires your business email and a little information about your company.
Link projects to requests
Hello guys, I often link requests to projects. The presented list however is always filtered on "All Projects" - whilst it should filter (ideally) on 'Pending projects'. My list of All Projects is rapidly growing, so i have to look in a long list to link my project. Is it possible to change this behaviour accordingly please?
DS on remote site!
Hi, I have a doubt. I have the central desktop DS installed on a remote site, however I tried to apply the USB block and does not work, nothing happens, always ready to execute. Does the remote site need to be connected to the primary site? Like VPN? The ports are not blocked, I have already checked the agents on the remote site.
Windows 10 update to 1809
Hello, We have a part of computers with Windows 10 operating system version below 1803. How can we upgrade them to version 1809? From version 1803 updated without problems. We are using DC version 10.0.328. Thank
Microsoft Power BI Desktop Configuration
Good day, Is anyone willing to share any information on how to configure Microsoft Power BI Desktop to display reports based on information collected from ManageEngine ServiceDesk Plus. The database is MSSQL 2014. Thanks for the support team, I greatly appreciate it. Regards, Stephen Henry
[KB] Delegation made easy with virtual tenants
What are virtual tenants? O365 Manager Plus' concept of virtual tenants is segmenting users based on domain, group membership, job location, and other user attributes for administrative requirements. Administrators can create virtual tenants pertaining to a specific department, team, project, and every possible user group, and delegate management operations on them to technicians. Important points to consider Before you begin, you need to remember that, once enabled, virtual tenant delegation cannot
ServiceDesk Plus 10 Released
Dear User, We are delighted to share that we've reached a new milestone today. Available immediately, ServiceDesk Plus 10 comes with a bunch of highly anticipated features and bug fixes which includes, Request Life Cycle With Request Life Cycle, you can predefine the set of statuses each ticket goes through, and specify the conditions and actions for each status change. The best part is that you can design all of this using a simple drag-and-drop interface. This ensures clarity and consistency in
[SOLVED]Issue: Assigned Technician does not apply
We upgraded to 10010 on Wednesday and have noticed that when a technician is assigned from the main request list or from within the request sidebar, the assigned technician does not stick when using the request details wizard. 1. A tech is set for an unassigned ticket 2. The Request Details wizard pops up and prompts the user to complete mandatory fields 3. The user completes these fields and clicks update 4. Upon submission the previously selected Technician is not assigned (Technician is set as
error tryign to migrate from postgres to SQL, please help
INFO: ErrorCodes :: {MsSQLErrorCode={207=1011 - ER_WRONG_COLUMN_NAME, 2627=1001 - ER_DUP_ENTRY, 547=1016 - ER_ROW_IS_REFERENCED, 8115=1014 - ER_TOO_BIG_SET, 8114=1017 - ER_WRONG_VALUE_FOR_VAR, 515=1004 - ER_BAD_NULL_ERROR, 110=1008 - ER_WRONG_VALUE_COUNT, 8152=1018 - ER_WARN_DATA_OUT_OF_RANGE, 109=1008 - ER_WRONG_VALUE_COUNT}, AdventNetErrorCode={1032=1032 - ER_MIX_OF_GROUP_FUNC_AND_FIELDS, 1016=1016 - ER_ROW_IS_REFERENCED, 1017=1017 - ER_WRONG_VALUE_FOR_VAR, 1018=1018 - ER_WARN_DATA_OUT_OF_RANGE,
Can you merge tickets via a Business Rule / Automation?
We are getting a number of automated error message emails from a particular system and would like to merge them automatically using a Business Rule. Is this possible? If so, how do you trigger a merge from within a Business Rule?
Reporting on who created a ticket
Hi we have many web forms that we use for Service Requests. I am trying to determine if the web form was created internally or externally by one of our customers. I know there is a created by field but that alone does not help as many people create records. Any way to report on this? Would be a good metric to track self service. Thanks
[SOLVED] Upgrade from ManageEngine ServiceDesk Plus 9.4 to 10 Attachment path cannot point to the directory inside servicedesk home
having an issue upgrading servicedesk. Enter the patch file to install:/update/ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm Admin >> SSP: Configured attachment path cannot point to the directory inside <SERVICEDESK HOME>. Please reconfigure and restart the upgrade. Service desk home folder is /servicedesk/Servicedesk attachments was located in /servicedesk/Servicedesk/Attachments I moved the folder back one dir to /servicedesk/Attachments and changed the settings in settings.do but i still
Email trigger from Ticket Create
Good day, is it possible to trigger and email by using a specific Incident template. Meaning can we create a incident Template that as soon as it creates it automatically notifies a thirdparty ( email address) about the issue? We have external parties that we depend on a email to be shared once an issue is raised internally. to elaborate more: if our VPN connection does not work we want any technician to create a ticket using Incident Template for VPN down, and then this should immediately let the
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