SupportCenter Plus
Hi Every body, I have a concern: SupportCenter Plus can add account template, contact template as required template? I want to edit the display name, location and some required fields to import in the Accounts and Contacts module. Anything about this idea Thank you very much !
MSPSDP - 10613 known issue status update
Hi Guys, Can you confirm the status of this known issue 10613 . I cant find it on the known issue portal and its still a major time waster for our technician. This issue was reported on 10 July 2017
Windows Agent name PC in Assets
Good Afternoon. The Window Agent polls the PC and sends the data to SD server with the PC name pc01.domain.local, and I need the name to be pc01/company. I rename the PC in Assets, but after re-polling the PC with an agent, in the Assets the PC is renamed pc01.domain.local again. Please tell me how can I change the name of the PC so that the Assets contain pc01/company and not pc01.domain.local and after re-polling the PC was not renamed? Thank you
Desktop Central showing user installed Chrome as incorrect version
On some stations chrome is showing as the incorrect version, or even multiple different versions when only one is installed. This seems to only happen when it's installed by the use (appdata install). - Uninstalls fail from the desktop central interface. - Only the correct version shows in the users appdata folder - Only the correct version shows in the user's registry hive under windows/current version/uninstall Does anyone know where it's getting the information to hold on to these older versions
AD OU Report Incomplete
When running the All OUs report, we noticed that not all the OU's are showing up. I have set AD Report Settings schedule to run daily but still old info shows in the reports. New computers are getting agents deployed fine though.
Forward email into SDP and preserve requester
Hi, In my environment it is very common for requesters to email technicians directly. At the moment the technicians manually create an incident on behalf of the requester, but I am wondering if there is a way whereby the technician can forward the email to SDP from their email client, and have SDP pick up the correct requester address. If they forward the email at the moment SDP sees the technician as the requester. I have tried the 'mail redirect' extension in Thunderbird which nearly works - except
10.0.345 download link broken?
Anyone else unable to download the 10.0.345 DC hotfix? Takes me to this url: https://uploads.zohocorp.com/Internal_Useruploads/Desktop_Central/o_1d4kksha35vfsm51pgt1tgpbef1/ManageEngine_Desktop_Central_10_0_0_SP-345.ppm And it's a 404 Error. Thanks!
Switch from Cloud to On-prem
Has anyone switched form the Cloud version of ServiceDesk to the On-prem version? If so what were some of the issues you faced? Did it look and feel similar after the switch. Do you have any regrets?
User associated with assets suddenly showed up missing weekend of March 1st
After spending many hours getting all of our users associated with almost 900 assets 80 to 90% of the assets had been changed to In Store status from In Use Status which disassociated all of the users from the asset. We are a College where many computers are in common areas with many different users signing into them so we are not able to use the last logged in user as the owner of the asset. Support states that the logs show that the assets were never associated but I can attest to our HelpDesk
Application Manager not using internal cert
I followed the steps posted here to import the certs into the keystore. I used the existing keystore. However after restarting the service the service is still trying to use the internal cert. Server.XML has the correct config.... <Connector port="8443" redirectPort="9090" minSpareThreads="25" maxThreads="200" enableLookups="false" disableUploadTimeout="true" className="org.apache.coyote.http11.Http11NioProtocol" acceptCount="150" URIEncoding="UTF-8" useBodyEncodingForURI="true" truststorePass="appmanager"
Edit NOC View Business View
In the NOC View there is a sample Business View Map. When you hover over it the text shows that you can change it by clicking the edit button. There is NO Edit button! Where do you change this? "To change this image create a Business View and select it from the edit option above"
Zero-day bug in Win32k component is being actively exploited
The zero-day vulnerability in Win32k component which was patched with this Month's Patch Tuesday is being actively exploited by attackers. This vulnerability was addressed by Microsoft in CVE-2019-0797 . The vulnerability: This is an Elevation of Privilege vulnerability found in the win32k that fails to handle objects in memory properly. If this zero-day vulnerability is exploited, the attacker could execute arbitrary codes in kernel mode. Solution: To stay secured from this exploit, Patch
Zero-day bug in Win32k component is being actively exploited
The zero-day vulnerability in Win32k component which was patched with this Month's Patch Tuesday is being actively exploited by attackers. This vulnerability was addressed by Microsoft in CVE-2019-0797 . The vulnerability: This is an Elevation of Privilege vulnerability found in the win32k that fails to handle objects in memory properly. If this zero-day vulnerability is exploited, the attacker could execute arbitrary codes in kernel mode. Solution: To stay secured from this exploit, Desktop
End-of-Support Announcement for OpManager build 11600
Hi, We are announcing the end of support for build 11600 on June 30, 2019. It is also updated in our EOL page. https://www.manageengine.com/network-monitoring/eol.html We request all our customers running in build 11600 to upgrade to the latest as soon as possible. We also have a consolidated service pack to upgrade 11600 build to 12.3.096. Thanks Gowrisankar
ServiceDesk Mobile Notification Error
Dear ME, We facing error when updated to the latest version ServiceDesk Mobile for Android. You can refer to the attachment for your reference. I want to know what the impact to our current system prior to this error. Thanks Error
SDP: We do not send letters to specialists specified in the technical support group settings
Hello. Found that when assigning an request to a technical support group, no notifications are sent by mail to selected experts specified in the group settings. We want darn notifications to be sent. Sincerely. Igor Stepanenko.
Issues logging on with the mobile AP
Hi We are having this issue with both Android and iOS devices: API Key is generated fot technicians SDP version 9.3 Build 9300
[Solved]Emails not getting flagged for deletion
Just started yesterday afternoon. 2:23 fetching happened, and then those emails were deleted from server. And then 2:24 fetching happened, and emails stopped being deleted. This resulted in 100's of extra tickets being created for emails that were already fetched. We have stopped and restarted the ME service, and the entire ME server as well. And also stopped and restarted fetching. Anyone have any ideas?
[ SDF-39758]Task Dependancy: Bread crumb
When viewing a task that is a dependancy - it would be nice for Technicians to have a visual cue of the parent task or that the task is a part of the map. Having a bread crumb path beside the Task number/title could accomplish this OR a separate field similar to Requests that indicate the Task is linked to another.
Build 9415 Reports Module no longer reads "projectcomments c" as a project field.. PLEASE ASSIST
My organization runs a "project comments" report from the Reports module in SDP-MSP to go hand in hand with a full project report pulled from Analytics Plus. Because for some reason Analytics Plus can not pull project comments from SDP-MSP??? Now with the new Build 9415 applied I retrieve the following error whenever the PComments report is ran: java.sql.SQLException: Invalid object name 'projectcomments'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781)
HTML Editor for Service Catalog Templates, or possibility to use a File-Link in the Templates
Hi I use build 10014 I'd like to create better templates in the service catalog. Actually I'd like to add a flie Link to pdf Information on a server. At the Moment it is only possible to add URL or Email Links into the template. I could do it manually, if the editor had the Edit HTML Icon, the same as it is available in the editor window of the notification rules templates. Why is not everywhere the same editor used? Regards, Markus
I broke AD Integration
Due to a fat fingered mistake, I removed the link between my Zoho and AD account. After this the AD sync for users stopped working. When going to Enrollment > Active Directory, my domain is shown as integrated. But when I click the finish button, I I just get brought back to the same screen. I attempted to start over by removing my domain from the zoho business account and by removing the enterprise app from the Azure AD portal. The domain still shows as integrated though. I can't seem to find a
Exporting and Importing Templets/Service Catigories From "Test" to "Production" Environment
My Colleagues and I have two instances of the the ServiceDesk Plus one for use with our users "Production" and a "test" where we try new things. Is it possible to export a template/rules/categories/ect... from one to the other?
[PYTHON SCRIPT] Mark as FCR
Hi all, Another script I thought may be useful for some of you out there, this will automatically mark any ticket as FCR. Just create a custom trigger based and set the following: python FCR.py $WORKORDERID FCR.py url = "YOUR ENVIRONMENT" techkey = "YOUR
Setting up Chat feature.
Hello, We recently switched to HTTPS and now we are gearing up to use the chat feature. We are running into problems already. The technicians list is showing all techs offline. Their status is not green. There is no notification that a new chat has been received unless you reopen the chat window. Created a test requestor account and tried to intiate a chat but it did not show up on the technician side. It does show up in missed chats though. Server port 443 NIO port: 8081 We have confirmed both
Link a request to another with REST API?
Hello I'm creating a new request with a script in "Request Custom Menu" and send some information of the existing request into the new one. SDP has the feature to link requests to another one. Is it possible to link the new request to the existing one with REST API ? I couldn't find the attribute for the link. Regards, Markus
Scan workstation with Windows XP operating system through the agent
Hi, In my organization we need to scan the workstation through the agent. The problem appears with some workstation that have Windows XP operating system, which we can not scan, the others (with Windows 7 or 10) are scanned without problem. We have done all kinds of tests, the scanning through the script does not work either. We assume that the problem is caused by encryption, since we have the application through SSL. We would greatly appreciate any help. Thank you.
Can you please add a "radio button(s)" option in the Request templates
Can you please add a "radio button(s) option in the Request templates or enable multiple selection in the pick list. Please
[SOLVED]Assets change after we change them!
I have a large amount of assets that SD+, we have gone though a few of them and properly categorized them. For example, changed a Device that get set as a Router, but is actualy an Access point, and some APC's want to show up as PC's. .. Any ways we go in and change them, then the nightly scan happens, and boom. it changes it back! We can not keep track of assets if this keeps happing. and I could stop the scan but then when we want to scan something and do it manualy it will change again,.
Reply to a reply of a request.
Possibility of reply to a reply of a request. Only the possibilities are Forward Request or Resend but not reply to the person who generated the reply.
[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
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