SNMP engine Id matches with the existing engine Id
We recently moved all of our systems from a 172.xxx.xxx.xxx subnet to a 10.xxx.xxx.xxx subnet. After the IP address change I attempted to add our firewall back into monitoring but when I add the firewall I receive an error "The host (10.xxx.xxx.xxx) is added as a non-SNMP device, since its engine Id matches with the existing engine Id of 172.xxx.xxx.xxx" I cannot change the firewall SNMP engineID, how do I remove the existing engine ID of 172.xxx.xxx.xxx
[Free webinar] 5 steps to boost your Office 365 Secure Score
Greetings from ManageEngine, Your Office 365 Secure Score is an indication of your Office 365 setup's security. A low score indicates that there are cracks in your Office 365 environment which can let malicious elements through. You can implement several steps to improve your Secure Score and harden the security of your Office 365 setup. Join our expert's webinar, How to defend your Office 365 setup with a higher Secure Score, to learn five security best practices you can implement to increase
Notify Administration of Critical Requests
Is there a way to create a rule to notify members of administration (created in Organizational Roles) of cases that are submitted with a priority of "Critical" without making those users technicians in ServiceDesk Plus? (e.g. request with critical priority submitted -> notify $COO with case details in email template)
[Free webinar] 5 steps to boost your Office 365 Secure Score
Greetings from ManageEngine, Your Office 365 Secure Score is an indication of your Office 365 setup's security. A low score indicates that there are cracks in your Office 365 environment which can let malicious elements through. You can implement several steps to improve your Secure Score and harden the security of your Office 365 setup. Join our expert's webinar, How to defend your Office 365 setup with a higher Secure Score, to learn five security best practices you can implement to increase
How does licensing work for Analytics Plus?
I am new to Analytics Plus and wanted to find out how licensing works? I have some idea that we have to pay licensing fees for admin and viewership roles. Do we have to pay licensing fees for users with viewership role? Please advise.
Where could be logs while updating to 9400?
Hello everyone, we're trying to update from 9326 to 10007 and got some issues. The update from 9326 to 9335 was without problems. But from 9335 to 9400 has some issues. Is stops with the error "backup failed", and we don't know why. Running the manual backup. Can you give me some hints where possible logs could be saved? We're running ServiceDesk Plus on a Windows 2008 R2 server. Thanks in advance!
Enable User Survey for Specific Sites
Hi, I want to know if there is a possibility that the Survey can only be applied/enabled to specific sites and not to all? Thanks
Isolating service accounts
I have an issue where I need to be able to refresh passwords on a collection of user accounts, both local and/or in AD. For example I have a local user on all my servers used for admin access. I also have other local users used by various processes and programs on many of these servers. I need to be able to reset the passwords on ONLY the admin accounts and NOT touch the others. All I see is a way to bulk reset all accounts on selected resources (by the way I despise that term "resource" in this
Email notification to Team leads when a ticket is assigned to a Tech.
Hello,I'm trying to figure out if it's possible to send an email notification to our Team leads when a ticket is assigned to a Technician. I checked the notification rules and found some thing that may work the option "Send notification to group technician(s) when a request in this group is updated." However, I do need some clarification as to what constitutes as "Updated" would this be every little thing done to the ticket or just major points like assignment of the request or closing of the ticket.
Notify Administration of Critical Cases
Is there a way to set up a business rule to notify members of administration when a request of Critical priority is submitted without making them a technician in ServiceDesk Plus? Example: A critical case is submitted -> notifications sent to COO (set up in Organizational Roles) with details of the case.
SDP custom menu with Zoho assist
Hi! Through the zoho assist API and the personalized menus in SDP, has someone been able to do an integration? What is the objective? When an requester generates a ticket in SDP, the technician can send an invitation to the requester for remote assistance by zoho assist
Free Disk Space (WMI) - different Threshold Values for each partition
Hello, We're currently monitoring multiple servers over WMI to get information about low disk space. So far, I have used the function via the device templates to assign the "Free Disk Space" monitor to specific device groups. But now I have the problem that some devices have several partitions in different sizes. Unfortunately, I can only set ONE value for the threshold, and this affects ALL hard disk partitions. But I want to set a separate threshold for each partition, without setting it up manually
ServiceDesk Plus 10007 Released
Dear Users, SDP 10007 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-73515 : Under Admin >> Mail Server Settings >> Outgoing, an alert message will be displayed when the primary server has connectivity issues. Meanwhile, emails will be sent through the alternate mail server (if configured) until you save the mail server settings again or restart the application. Issues Fixed Vulnerability : SD-74131
ServiceDesk Plus 10004 Released
Dear Users, SDP 10004 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change: SD-74683: Specify which users (Ticket Owner, Requester, Editor, or Approval Sender) can receive system notifications on individual request approval actions. You can also disable the these notifications. Note that the Notify approver sender for approval actions option will now appear as Notify the following users when an approval action
Automatic assign call and status to 'in progress' when editing a request
Usually we get requests registered by mail. They are then unassigned and have status 'registered' in SDP. Technicians pick up calls from the unassigned calls list, look for a solution and reply to the request. Problem is that we have to assign technician and set Status to 'in progress' by hand by going to the Edit mode of the request. It would be much better when a technician picks up the call (from either the requests overview or the opened request) or when he replies to a request, the status is
Change Request: Everyone can change the ChangeApprover?
Hello, we want to create some CR Templates. Also the Change Roles should be pre-defined for each Template. So far, so fine. But when a "CR-Technician" opens the template he is able to change the Roles (ChangeApprover, LineManager, Implementer, Reviewer). This option gives the technician the possibility to change the approver to himself and then he could approve his own change.. In the Field & Form Rules I can disable almost all fields but not the Roles Fields... Is this correct? Or a bug? Or a feature?
CVE-2018-19725 - Adobe releases critical patches to address major vulnerabilities:
Adobe has released critical security updates for Adobe Acrobat and Adobe Reader for Windows and Mac OSs. These updates addresses two critical vulnerabilities: Arbitrary Code Execution and Privilege Escalation. Affected Adobe versions which requires an update: Acrobat DC - 2019.010.20064 and earlier versions Acrobat Reader DC - 2019.010.20064 and earlier versions Acrobat 2017 - 2017.011.30110 and earlier version Acrobat Reader 2017 - 2017.011.30110 and earlier version Acrobat DC - 2015.006.30461 and
ServiceDesk Plus 10006 Released
Dear Users, SDP 10006 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74365 : Expiry and Review Date in Solutions Configure expiry date and review date for solutions to make sure the solutions are validated and updated periodically. SDF-35631 : EWS Support Use Exchange Web Services to connect to an exchange server for mail fetching. Please refer to the below link for the steps to install the patch.
Unable to query for survey results
We recently upgraded to 9422 on Nov 3 and are unable to query for our survey results after this date. We are able to view the scores in the "Survey Results" module under the "User Survey" section in the Admin tab. We are unsure where the disconnect is, we have been using the same query to report on survey scores for some time (out of an MSSQL database - query below). select wo.WORKORDERID "Request_ID", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", dateadd(s,datediff(s,GETUTCDATE() ,getdate())
Delete support group
Hi I need delete old support group. From GUI WEB "Groups cannot be deleted". I followed this forum https://forums.manageengine.com/topic/delete-support-group but dosen't work. Any suggestions?
Business Rules - Prevent Repeat Triggers
Is there any way we can setup a business rule so it only triggers once, rather than on every edit. Scenario: We've got a field on our templates for Escalation (Yes/No). On the request when escalation is set to YES an email is sent to various managers, but that email is sent on every subsequent edit of the request. What we need is the email to trigger only once. We're using.... Your Version : 9.4 Build 9411
WMI Metrics To Add
Please add the following WMI metrics: % Total Paging File Utilization Memory\% Committed Bytes in Use. This 2 metrics are more important to memory monitoring then % Memory utilized.
Webhooks do not translate variables
Hi All, I am trying to use webhooks in our SDPondemand instance, to update a table in Zoho analytics. It almost works except for one critical thing: the variables in the webhook do not translate. I attached snapshots of my webhook and of the way the data appears in the table in Zoho Analytics. ( I made several tests and hence the somewhat different data ) So am I missing something? I suspect that the variables notation is wrong somehow... Many thanks, Oren
Import from CSV
I am working on creating an inventory of peripheral equipment. So I created a Keyboard and Monitors area under IT Assets. I go to import using a CSV file and it will only display the final item in the file and seems to overwrite the others even tho they all have different serial numbers. I want to be able to do this with monitors and other items and want to figure this out so that I am able to import them all successfully. I have attached my csv file.
Servicedesk plus Custom reports
is anyone knows how to generate SQL Query reports in Servicedesk Plus Cloud?
Error while saving the Technician Details.
I have enabled Login for several technicians but I cannot enable anymore. When I try to save changes after checking "Enable Login for this Technician" now, it produces an error "Error while saving the Technician Details." without any further explanation.
Domain Verification
Domain verified but still users are required to accept invite.
Commons Fields
Hi, Am I right in thinking you can convert an Incident Additional field to be a common field used on Service Catalog, but you can't convert a Service Catalog field into a common field used on Incidents forms> Many thanks, Lisa @Database Name = Microsoft SQL Server@ @Database Version = 10.50.1600@ @Current Build = 9415@
Disable automatic message sending
Hello, How can I disable automatic message sending for one user when creating a request? Thanks!
Desktop Central Build Version:10-0-232 - Software Depl./ Packages/ automatic update?
Hello! Does anyone know of a way to update custom packages - for example Adobe Air - any other then the standard way? (click on template -> create package... modify existing package and select new)? Is there an auto-update service that can be used? Is there a way to teach desktop central to check automatically for newer versions of exsisting templates? Thanks in advance! best regards, Niko
Rule Engine - Don't Add Disabled Service or non-existent process.
The rule engine almost allows me to apply a set of service or process monitors to a group of servers easily. The problem is, there isn't real intelligence to the rule engine. If I say "Monitor Service X" it will do that regardless of the status of that service. So if the service exists, but is in a disabled state, I will get an alert that the service is down. The same thing with the process: If it doesn't exist, OpManager still adds a monitor to the device but it obviously doesn't pull back data.
Reporting - Threshold Report
It would be great to have a per-device report that allows you to show all or specific thresholds for performance metrics across all of your devices. This would be huge to understand where metrics are set correctly or incorrectly or if we needed to update thresholds.
Ebestphone Ecuador S.A.
Hi community I have a problem for the connection of a public ip of a client, I do not have to see the graphs, please your help
change severity levels of availability monitoring
As you may know: OpManager has four different severity levels for the alarms. Severity levels of device down alarms (availability monitoring) are already predefined Here is the list with the severity and the events which will trigger the alarms with these severity 1)Service Down: When is service down and URL monitor is down 2)Attention: When the device is down for the 1st poll in availability 3)Trouble: When the device is down for 3 consecutive polls in Availability 4)Critical: When the device is
[Tips & Tricks] A usher to requesters
Hello folks, I hope everyone had a wonderful holiday and wish you a very happy new year! We have some exciting plans for this year and we would share those plans in the coming weeks. As you all know, we have rolled out a lot of features in the recent versions of ServiceDesk Plus, this one tiny feature "Help Text" would help requesters know more about the request fields. Let's consider this scenario, a novice logs into the helpdesk very first time and might not be aware what Priority field is for.
Account name change - implications
Hi I would like to know if something wrong going to happen if i change the account name. regarding to the business rules sites sla or the Requests under this account or anything else. Best regards,
Auto-Fill Fields in Template According to Email
I am looking for a solution that can auto-fill in fields in a request template according to the email contents. I was looking at the Email Commands feature on SDP, but it doesn't seem to be very intuitive since I am looking to do this for clients sending in emails through the DesktopCentral agent tray icon. Those by default get converted into a ticket, but it uses a default template where the fields are empty. I am trying to figure out a solution that would convert a pre-defined template that I set
The Failure of OpManager Discovery, Hardware Changes and Applications Services
Unless support was mistaken, the scenario is this: 1. I add more disk space or memory to a server. 2. OpManager does not automatically detect the additional space or hardware. 3. I have to perform a re-discovery of the device for my monitors to reflect the new space. So, to ensure my devices always have the proper values for the monitors, I need to (at least) create a daily schedule that rescans my devices. The other behavior is this: When DISCOVERY is performed, OpManager automatically detects the
Failure notification for automatic patch deployment
We have an automatic patch deployment task that failed for 1 PC and succeeded for the rest. We were able to manually install the patches. But in DesktopCentral when I look at the Current Status for this ADP task that partially failed, DesktopCentral continues to report 1 failure from the PC that we needed to manually install the patches on. We've been getting notifications about the failure, and when I look at the details now it says "No data available". Is there a way to refresh the status of the
Listling all devices with software along wither version of software
How can I get a list of devices with say SQL Server installed along with what version number of SQL is installed?
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