Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
DC Free Training
Desktop Central training is spread across 5 weeks with each week focusing on a specific module. At the end of this training series, you will be conversant will all the features, the best practices in using the product and the tips & tricks for effective desktop management. Here is the schedule of the training: We conduct training in 2 different time zones. 6:30 AM GMT & 11:30 AM EST Week 1: Automating Patch Management - Apr 3, Week 2: Software Deployment - Apr 10, Week 3: Asset Management - Apr
ServiceDesk Plus MSP - version 9.4 - Build - 9416 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9416. Please refer the Migration path table available here and upgrade to our latest build 9416. Behavior changes Update : Bulk association of sites in request will work only under the following cases: If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s account. If the requester of a ticket is a technician, then the new site will be associated
Is it possible to create a notification on a change request for a shedueld change window
Hi all, We run multiple changes a week in a weekly change window, many of these changes are pre-scheduled a long time in advance using the 'Scheduled Start' feature, is it possible to get automated reminders on these scheduled changes to help the technicians plan? Many thanks, Andy
Script to generate pop up in field and form rules
Hi team. I need to create a script in field and form rules, showing a pop up when the technical field is updated. I created a script where I can execute this action by comparing two date fields, but I haven't been able to create the script by updating the technical field. Can you help me with this? Thanks and Regards!!
[SOLVED] Use Email Command to set Custom Fields?
Hello, I am wondering if it is possible to use email command to set custom fields? I have it working to set preexisting standard fields, but would like to be able to set custom fields in our new hire template. Any help would be appreciagted.
Assign request with note and email to other rep
Hi When I assign a request and add Note and choose E-mail this Note to Support Reps and choose another rep, he will not get at mail with the note?
Cannot modify Vendor Details, Shipping and Billing Address and Price of product in Purchase function
Hello support, On SDP on demand: I find there is no way to edit/edit a vendor's information, (if you have made a typo), no way to modify/delete shipping and billing addresses once is entered also there is no way to add a new product, or change a product's information (most importantly the price) after it's added. is there really no way?
Build 9415. No longer possible to change site on request
Under edit it has been possible to change site but that has changed after installation of 9415. We get mails that we forward in to servicedesk, and the change site and requester, but that is not longer possible, or is there some config that we need to do? Regards Hans Orbert Anzena
Add system to business view direct from system menu.
Add the ability to add a system to a business view direct from the system menu. see screen shot
[SDF - 77575] Post v10000: Automatic Opening of Worklog
Feature request to automatically create a new Worklog when one is absent. When the user is prompted, the system will switch to the Worklog tab. The technician is then required to select 'Add New' to create a worklog --> we would like that action automated after the initial prompt.
APM Oracle DB old object
Hi all, After upgrade to Build Number 13980 we have a problem with 2 oracle DB. APM report health status critical because "WEB_SWA085-MACDOS is down ". This is not DB Link, tablespace, user. This object doesn't exist on this DB. Maybe in the past ..but not now. How i can clear that ? This is false positv for us.
[Solved] : Sub Folders
Is there a way to create folders within folders? This would make it much easier to find the content that you are looking for in AP.
[SOLVED] SDP Chat from within request
I've noticed the ability to initiate a chat directly from the incident/request window is no longer there since upgrading to 10.0 (the little chat bubble icon next to the requester's name). Is this a dead feature or is there a way to re-enable this as it was an easy way to initiate a chat with the customer and immediately save the conversation as a note in the case??
[Tips & Tricks] Minimize the number of clicks in ServiceDesk Plus
Hello folks, Isn't it true that keyboard shortcuts bring smiles to our face as it helps make our work easy and smooth? Most of us love it for several reasons. It can get our work done faster Faster than just using a mouse More efficient than using a mouse in most cases Easier on hands Do not have to find home row again with mouse to attain a task Cool Geek factor and so on. How effective would this be if we get mastered on using keyboard shortcuts in ServiceDesk Plus. This minimizes the number of
[ SD-73911]Security issue
Hello, we just did an upgrade from build from 9424 -> 10000 -> 10013 and we noticed that all the credentials for Network scanning are saved in clear in the serveroutX.txt every time a scan is ran. This is not the first time this issue occurs to us, It's is very unprofessional and a breach of our trust since support is requesting the logs to debug some errors.
Relocate SQL Database
I need to migrate my self service database to another SQL server. I saw one article saying I need to backup and restore the Master Key as well. I am able to backup but unable to restore the key as it says I need to open the master key first and I would need a password. Is that something thats set at install by the installer? Or is that step even needed or if I can just restore the database and repoint the selfservice password server? I have been unable to find an official guide for moving a sql database
Clear history and web site date on iPad remotely
We use iPads is a primary school. is there a way of clearing history and web site date on iPad remotely at once or on exit? also some way to delete all photos stored on the device?
Setting a data transfer limit per session using MDM
With almost 150 devices deployed users still appear to be able to use loads of mobile data without me knowing quick enough, this is because the data session can include Gb's of data, I need to either restrict the data used per active session (say 200Mb) or make sure it disconnects from mobile data every X hrs at which point the mobile data usage platform I use will get an update. can anyone make a suggestion of how I can get the MDM to help with this please.
SQL Row Count Script
I was playing with this script: https://resources.manageengine.com/resources/resource/script-to-execute-sql-query-against-a-local-or-remote-mssql-db-using-sqlcmd-utility And it properly retrieve a list of rows but now I am trying to figure out how to generate a threshold off of that. Ideally, I would like to run a "Count" using the same logic. Unfortunately, using "select count (*) From xxxx" is giving me an script error in OpManager even though running the SQLCMD from the OpManager server command
Major Incident Support
Do you have any plans to add major incident support to the application? I would like to see capability to bring multiple parties together as well as ability to send updates to groups of customers.
Device specific notification profile
Hello, We have more than 90 device specific notification profile bur with same receivers of notifications by mail, how could we update email list on all devices without editing each single profile ?
personalized menu executor
You can create a custom menu for a workflow task executor. I just want you to be able to see pending requests to run without option to tabs or menus to ad manager
visible information created user
When an applicant uses a user creation template, the name of the created user and the password that will be assigned appear at the top, is there any way that the applicant does not see this information?
ServiceDesk Plus 10015 Released
Dear Users, SDP 10015 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74252: You can disable the auto-attachment of files to the approval notifications of change requests.Click here to learn more. SDF-42737: Option to search the service template using keywords. Issues Fixed Vulnerability : SD-67820 : XSS vulnerability in attachment description of a change request. SD-77176 : XSS vulnerability under
EUM agent
I found EUM agent registered to APM is use hostname but my environment each location PC hostname is same. are there any solution to solve this in EUM? e.g. to identify agent by MAC or internal ID? Thank you! Code Chang
Report Search Criteria-Updating
Once we have a report created, how do we modify the search criteria. Update report does not seem to do it, and we do not wish to save a new one. Confused. TLM
Project Management Printing
I am looking for a way to print out a project that will show milestones and related tasks. Is there a way to printout a project to a similar view and maybe MS project. It would be nice to be able to print this out and hand it to senior managers as needed.
SDP: We want the group and specialist fields to be filled in when parsing an request from a letter
Hello. Found that when parsing incoming letters when specifying a group and a specialist, Service Desk fills only the specialist in the created request. We want the group and specialist fields to be filled out with this parsing. With respect. Igor Stepanenko.
Formatting options in Service Catalog Help Cards
Hi, The addition of the help card is great , but it has zero formatting options (font, layout, etc). Also can we make it that it is available to view by technicians as well when they access the forms, not just requesters?
[SDF-33593]E-Mail Template for Replying to a Request different for Requester and Technician
Hello I'd like to post one of my requests to the community to let them know, you might have the same feature request: I was surprised that if a requester sends an reply within the web-form, that the E-mail Template "Replying to a Request" is used for the Requester Reply. Because I used the variable Hello $Firstname and $Technician as greeting, this is not correct, if the Requester replies. This replying Template should be different for a Requester and for a Technician. (Or empty for a Requester)
SSL for all ManageEngine programs
I have all of my ManageEngine programs (ADManager+, ServiceDesk+, Desktop Central, and SelfService+) on one server. All of them point to one URL. How do I get an SSL to work on one server? Thanks, WLS-ITGuy
AD360 build 4217 released
Hello Everyone! We have released a new build of AD360—4217. Issue fixed: Issue which failed to run automatic backup schedule if the PostgreSQL database version is 9.2 or lower. How to update? Update using the service pack. New to AD360? Download the fully functional 60-day free trial now. Got feedback? We would love to hear what you think about this release. Share your feedback in the comments section below. Regards, AD360 Team Toll Free: +1-888-720-9500 Direct: +1-408-916-9890 ad360-support@manageengine.com
Adding OUs to Roles
I would like to see a way to make bulk changes to the OUs and Templates that are available to Help Desk Technicians. Maybe these options can be added as an option under Roles. We have a large number of Help Desk Techicians and it can rather tideous having to set specific OUs and Templates for each one individually. This would be a huge help to customers of large companies.
Help desk roles
Is there anyway to extract what boxes have been ticked for a role as we appear to have an issue with the roles setting being removed sometimes.
Use-case 34: How To Restore Accidentally Deleted Users In Your Active Directory
Scenario 1: While deleting inactive users, you have accidentally deleted a few live users. How would you restore these users and their group membership? Scenario 2: A rouge employee has breached the security and deleted a few vital user accounts. How would you retrieve these key accounts along with all their properties? When deletion occurs, just like the recycle bin available in the OS for files, folders and applications, Active Directory has its own recycle bin for AD objects. While the AD Objects
Help Desk Role OU assignments
Modifying what OU's a technician can administer on the group level rather than just on the individual level could be a huge timesaver. Maybe adding this feature as being optional when setting up a role would be helpful. Brian Vienneau
Add Uninstall option to Software Deployment package Actions
At the moment when you have a package for an application, you have an "Actions" dropdown button in the top right of the screen which gives options of: Modify, Save As, Delete, Install User, Install Computer. Is it possible to add an action for Uninstall Computer, or Uninstall User? I know i can manually create an uninstall configuration, select the package, and select the computer etc, but it'd be nice to have it there in the actions next to Install. Anyone know if the Actions dropdown can be edited?
ServiceDesk AD sync - Site and Office fields
Hello, We have been testing the AD sync on manage engine through the AD sync option. The issue we are having is that manage engine defaults to the "Office" field on an AD user object and maps it to the "site" field on manage engine. Is there a way to change this default behavior? We use the Office field on AD as a room number rather than a site location. Thus making all the Users on Manage engine have various sites when in reality they are all in the same branch office just in different offices
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