Work Log Comment Post to Resolution
I was wondering if you could put a checkbox on the Work Log comments that would post comments to the resolution. Right now, I log my comments via work log, and then I have to turn around and type (or copy) those same comments to the resolution. In addition, if this is done, it would be nice to be able to have multiple work logs post to the resolution as well. We have some incidents that take two or three days to resolve based on conditions. It would be nice to post the date and time stamp,
Change Multi Stage Approval
Hi, We are looking to implement a 2 stage approval process for changes which requires the approval from 2 different groups of people. We know the changes have multiple stages, however we would rather only have 2 approvals that alert the first stage approver when a change is raised, then once the change has been approved by group 1, approval is requested from stage 2. Can you point me in the right direction as to how to implement this in SDP on demand please? Thanks
Exchange Active Sync Disable Recent Mail
Hi, Does anyone know what exactly the option `Disable recent mail address sync ` does in the profile options for exchange activesync? Cheers,
Multiple identities
Guys, Is it possible to add 'multiple identities' to the 'Requesters' in SDP? I've got various people that are one and the same person, but are emailing me from home, either from work (from different mailadresses thus). Merging those different mailadresses into the same person would improve useability a lot in terms of searching on names (requesters). With regards, Sven
.DAT attachments in tickets
Hi We are running version 9.3 Build 9301 I'm noticing a large number of .dat files being included as attachments in replies created from the SD portal. These show in both Outlook, and webmail - and have never been attached by the Service Desk users. Can you advise on: a) why this is happening b) what can be done to clear this Note - when composing a reply within ServiceDesk - you do NOT see these being present as attachments. Regards, Scott.
Site Selection for Roaming Users
We have users that work at different sites as we have multiple satellite offices. Is there a way to allow the user to edit the site when submitting a request in SDP?
auto log out user
Hello, pls help me. How can I log out user from a remote computer by receiving alert with failure code 0x12. UPD. user disabled in ActiveDirectory, but session active on remote server(computer).
Remove Requests list in Ticket view
My company just upgraded to ServiceDesk 10.0 Build 10009. Now when we open a ticket, we get a list of requests on the left, which is a complete waste of screen real estate. Why on earth would I want to see a list of tickets if I'm trying to focus on one individual ticket?? Is there some way to turn this off?
Migrate data to new enviorenment
Hi, We have a Installation High Availability (with PostgreSQL database) and we have install a new enviorenment: High Availability (with MS SQL server) or Failover Service. What steps should I take to migrate the data to the new environment? At what point should I migrate the data? Thanks and regards, Gerardo
Hovering mouse over fields in Requests screen
Hi, At the moment if you hover your mouse over the "Subject" field in SDP you get a pop-up with an overview of the ticket details. I'd like to suggest the same function is available when hovering your mouse over the "Requester Name" column in the same screen. That makes it easier to see the details of the requester, including a phone number to call them. I know this is available if you click in to the ticket, I'd just like it on the main Requests screen. Thanks.
Are there any known issues between the asset management agent for SDP and Avaya's ACCS?
We have a third party vendor who assists us with our ACCS implementation for our call center, who says there are known incompatiblities between ManageEngine products and ACCS. Is anyone familiar with this? Thank you! Todd
On SDP 10, let us customize the left-hand pane on requests
We like the new layout of requests but would like to be able to add additional fields on the left side pane. For us, this view is used to triage tickets and to flip tickets between technicians. We'd like to be able to view the 'Assigned-To' and 'Priority' fields. Adding fields would behave like the main request list.
Slow graphical performance in IE11
Hi, Testing out SDP 10012 and the graphical performance is very slow in IE11 when browsing the requests overview/list. Works much better in Chrome and Edge but (unfortunately) we're stuck with IE11 as the default browser for all of our users due to company policies. Is there anything that can be done about this? Tried to illustrate the slowness in the attached GIF. Regards, Alexander
SLA
Good day, I have an MSP, and I have about 32 Accounts. These accounts share various services via on the service catalog while there are some that are unique to some accounts only. How can I assign the various OLAs specific to each account on the shares service catalog. Such as the email catalog is cross cutting. but the OLAs for account A differ fro account B. how can I set it as such, because now it only sees the MSP account which. I hope you under what I am trying to say. regards, Namibia
Set Skype PIN with custom script
I have ADManager working with ServiceDesk Plus now to create the user in AD, Exchange, Skype, and O365 , but the last two things I'd like to automate are setting the Unified Messaging mailbox and PIN and the Skype PIN. I thought perhaps I could do these with custom scripts, but I'm having trouble. Right now I have a custom script that looks like this: Set-CsClientPin -Identity %username% -Pin 4925 ...and ADManager custom script in the template looks like this: c:\windows\system32\windowspowershell\v1.0\powershell.exe
Limit Bandwidth for patch distribution
Hi all, We have about 1000 machines being managed by Desktop Central over multiple distributed offices. I am only running one Desktop Central server to push out all of these patches. When i do a mass update, our WAN links out of our main office is flooded with Desktop Central traffic. Without installing distribution servers, is there a way i can limit the bandwidth that desktop central uses to push out patches to each workstation? Cheers,
Disable Event Notifications from Workflow or Supporession interface
Now that they have added the ability to disable Event Notification profiles, please enhance the enhancement by adding the following: Ability to "disable all" notification profiles instead of just one at a time. Ability to "suppress notification profiles" as part of a scheduled maintenance. This would allow you to schedule the supression while console alerts are still active. Ability to disable event notification profiles from a workflow action. There is the ability to schedule maintenance but that
Windows 10 1809 update
Any ETA on when this update will show up in patch management?
Internal harddisks are blocked
Hi, If I deploy secure usb configuration to devices, all internal harddisks that their identification is set as scsi in windows are blocked, how can we solve this problem.
Documentation enhancement for macOS Agent installation...
The following article is setting people up for a fail, as it misses several prerequisites: Managing Mac Computers https://www.manageengine.com.au/products/desktop-central/help/configuring_desktop_central/managing_mac_os_computers.html#Mac_Agent_Requirements The prerequisites that are missing from this article have already been documented by you, but are only mentioned in the KB article that everyone will, inevitably, be directed to, when following your above instructions and failing to get the agent
Agent Deploy with windows GPO
Hello, everybody, I'm trying to install the Central desktop agent through GPO. I am following the steps indicated in this link: https://www.manageengine.com/products/desktop-central/agent_installation_windows_gpo.html?dci&did=45-1224-2018-09-17-15-23-23-39979 doing everything like the manual says, I can't get anything installed. My first question is this: The number of build that you see on this page has nothing to do with what we have on our server which is the latest version there is currently.
Cannot delete software package
Package cannot be deleted. It is published for the following groups : All Users Group For the life of me I cannot figure out how to remove this software package from the All Users Group.
wal_archive folder growth
Hi, the WAL_Archive folder for Password Manager Pro is growing excessively. Is it the same "replace archive.bat" fix as for SDP? We're on build 8501 (I'm planning to upgrade to the latest version in the next few weeks but the disk space issue is a higher priority).
integration (Outlook API integration)
Dear Team, Kindly can we get more information on the Integration (Outlook API integration) what's the benefit and if there is any documents help me out the use this future
[SOLVED]cant login to restored test system
HI Ive created a new server to run as a test system (server 2012) installed the same SDP version as the production server. started the test system (works fine), stopped the system. Transferred the database to MS SQL started tested working then stopped. Restored backup from live system, chose no on the is this production dialogue box. Restore is fine. Start system, get login page with our domain and local authentication drop down as expected. Then when i try to login as local administrator i get username
[SOLVED] "Reply a request" Configuration
How to configure "Reply a request subject"? My configuration is: RE: ##$RequestId## $Title But, when I try to reply: RE: ##6229## RE: ##6229## Test Y1 Ver. 10.0 Build 10010
Not all tasks are visible
Tell me how to display all tasks in the list? As can be seen from the screenshot below, the right side (Specialist - he is the department’s manager) does not display all tasks (created by him for one specialist), although on the right side you can see many more tasks (logged in under the service desk administrator), I gave him full access (in the Roles settings), put down all the access and all the groups (in the settings of the expert), but the remaining tasks do not appear in the task list. For
Software Summary
Why would two technicians having the same roles see different numbers on the Software Summary page?
How to configure mail setting on Service Desk Plus with Office365
Hi all, I would like to configure mail setting on Service Desk Plus with Office365. It doesn't work for me by following below instruction: POP Setting: Server name: outlook.office365.com Port: 995 Encryption method: TLS SMTP Setting: Server name: smtp.office365.com Port: 587 Encryption method: STARTTLS Thanks so much for your solution. Best regards, Kimsin
[SOLVED] Request ID Number
Hello there! Request IDs are only number, but is it possible for the Request ID to start with the date? for example only at the beginning of the year 20190000001 or first year and month 2019020000001
question about solutions
1) Is it possible to link the groups of specialists or departments only to the topics they need in the solutions? That is, the department can create topics only in the topics they allow, they should not create topics in other people's topics. 2) Notification of specialists or departments by groups, created / updated / approved / rejected, only those users who are in groups (owners of topics). 3) How to maintain versions of attached documents and created titles in order to minimize duplication in
PMP Migration/Upgrade issue
In the process of migrating our PMP from 2008 R2 to 2016. Our PMP instance was out of date so I did the ladder of upgrades from 8400 to 9802 on an isolated clone of our PMP server. I installed 9802 on the new 2016 server. From the clone I copied a “instant backup” indicating 9802 to the new server. I installed the 32 bit version since the old server is running 32 bit- that was a lesson learned. The database restores just fine. But when I got to start the PMP service, it fails and I get the following
Error when Logging in to the IE Browser extension
Greetings, While trying to login to the PMP IE browser add-on, we are facing the following error: Details: -------------------------------------------------- See the end of this message for details on invoking just-in-time (JIT) debugging instead of this dialog box. ************** Exception Text ************** System.Collections.Generic.KeyNotFoundException: The given key was not present in the dictionary. at System.Collections.Generic.Dictionary`2.get_Item(TKey key) at CallSite.Target(Closure
Resolution - Field and Form Rules
1. Agent obtains the user info and incident details 2. Provides a solution to the user, marks the ticket as FCR/closed 3. The agent submits the ticket but has forgotten to provide a resolution 4. The closing rules kick in and they're forced to go and edit the ticket all over again...It's a pain and causes the agent to back-off from the next caller! Is there a script that will stop the form submission should a ticket be marked as closed/resolved without a resolution?
[Tips & Tricks] New features in Solution Module, Solution Expiry and Periodic Review
We have introduced new features, Solution Expiry, and Periodic Review in the Solution module of Service Desk. These features are available from 10006 Builds of Service Desk. In IT organizations Solution articles need to be updated periodically to avoid its invalidity and improve usefulness to the end users. To achieve this, solutions can be created with Review and Expiry date functions. The solution owner will be notified periodically to review the solutions, after the review they can update the
Remove date entry from project date field
Is there a way to remove a date from a project date field? I have a user that assigned a date, but wants to remove it. He can only reschedule it. The field isn't required, but can't be emptied either. Here's an example:
Tickets can only be OnHold for x amount of time
I would like to set it that a ticket should only be able to be on hold for a maximum of 8 business hours, after which it should automatically go back to In Progress status and the timer should continue where it left off. What would be the best way to achieve this?
How to prevent deletion of tasks
Я создал группу "Инженеры" и запретил им Удаление задачи запроса. Добавил себя в эту группу. но удаление задач все еще возможно
BCP build version is not matched with SQL server
Hi, I saw the error message from web portal. is it required same build number between MSSQL and OpManager? How to verify the error message is gone? will it really impact performance a lot? Thank you! Error: MSSQL and BCP version mismatch, download native client from MSSQL website with same version as MSSQL for better performance. == SQL server bcp.exe -v output == BCP - Bulk Copy Program for Microsoft SQL Server. Copyright (C) Microsoft Corporation. All Rights Reserved. Version: 13.0.4224.16 == OpManager
OpManager probe 12.3.267 issue
Hi, I use OpManager probe 12.3.267 linux package to install probe and got error to restart service after installed. Please advise how to fix it. Thank you! ----------------------------------------- Port Availability Module ----------------------------------------- 8088 Yes Client 13308 Yes postgres 22 No SSHD 69 Yes TFTP 514 Yes Syslog #####################################################
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