[SOLVED] Request ID cannot be picked up as the technician is not associated to the site
We are receiving a strange error when in the new view interface and trying to Assign or Pick Up a ticket using the buttons. I was able to replicate in the beta site as well by setting a site for the Requester that was different than the technicians. We can Assign or Pick Up in the Requests view (when you click Requests) or manually. Has anyone else seen this type of behavior in your systems?
Active Directory import
I'm adding a new domain and I just need to import a few requestors from their domain. However, when I select import requesters, I get an error that says 'couldn't bind to active directory server." the account I am using is a member of domain users. Are there any other groups or security permissions that this account needs in order to do an AD import?
Migrate from MSSQL to PgSQL
Hi Team there is a manual for db migration from MSSQL to PgSQL? Thanks in advice Regards
AppManager Plugin - Business view is not supported for the Operator role.
Hi, Yesterday was detected the next issue with the applications manager plugin sends the message Business view is not supported for the Operator role. when a user with operator role. This do not show the tab of Business View as used to do. Could you help to check this ? This happened suddenly. Best Regards. A.
Email Delimiter symbol change in build 10000
Hi Guys, Previously we used a query to change the default delimiter symbol from ## on email correspondence to/from Service Desk Plus; For example if we wanted to change it to + signs we would use; update GlobalConfig set Paramvalue='++' where Parameter='Title_Delimiter'; This row doesn't seem to exist in the DB a newer version of SD+ we are trialling. Is anyone able to advise on a new query to use so we can change the delimiter? We are trialling build 10000 using MS SQL Thanks
I would like to run a report of incident and requests, side by side over a certain period
I would like to run a report of incident and requests, side by side over a certain period
Unauthenticated Remote Code Execution Vulnerability
This document will explain you about the Java deserialization vulnerability reported by Offensive Security Group Security Advisory which allows, Unauthenticated arbitrary code can be executed on the server where OpManager Plus is installed. Vulnerabilities Fix Released on CVE-2018-19403 11-December-2018 What was the Problem? Unauthenticated arbitrary code can be executed on the server where OpManager Plus is installed. This allows users to execute payloads. How do I fix it? This has been identified
Unauthenticated Remote Code Execution Vulnerability
This document will explain you about the Java deserialization vulnerability reported by Offensive Security Group Security Advisory which allows, Unauthenticated arbitrary code can be executed on the server where OpUtils is installed. Vulnerabilities Fix Released on CVE-2018-19403 11-December-2018 What was the Problem? Unauthenticated arbitrary code can be executed on the server where OpUtils is installed. This allows users to execute payloads. How do I fix it? This has been identified and fixed
Unauthenticated Remote Code Execution Vulnerability
This document will explain you about the Java deserialization vulnerability reported by Offensive Security Group Security Advisory which allows, Unauthenticated arbitrary code can be executed on the server where Firewall Analyzer is installed. Vulnerabilities Fix Released on CVE-2018-19403 11-December-2018 What was the Problem? Unauthenticated arbitrary code can be executed on the server where Firewall Analyzer is installed. This allows users to execute payloads. How do I fix it? This has been
Unauthenticated Remote Code Execution Vulnerability
This document will explain you about the Java deserialization vulnerability reported by Offensive Security Group Security Advisory which allows, Unauthenticated arbitrary code can be executed on the server where Network Configuration Manager is installed. Vulnerabilities Fix Released on CVE-2018-19403 11-December-2018 What was the Problem? Unauthenticated arbitrary code can be executed on the server where Network Configuration Manager is installed. This allows users to execute payloads. How do
Unauthenticated Remote Code Execution Vulnerability
This document will explain you about the Java deserialization vulnerability reported by Offensive Security Group Security Advisory which allows, Unauthenticated arbitrary code can be executed on the server where NetFlow Analyzer is installed. Vulnerabilities Fix Released on CVE-2018-19403 11-December-2018 What was the Problem? Unauthenticated arbitrary code can be executed on the server where NetFlow Analyzer is installed. This allows users to execute payloads. How do I fix it? This has been identified
Unauthenticated Remote Code Execution Vulnerability
This document will explain you about the Java deserialization vulnerability reported by Offensive Security Group Security Advisory which allows, Unauthenticated arbitrary code can be executed on the server where OpManager is installed. Vulnerabilities Fix Released on CVE-2018-19403 11-December-2018 What was the Problem? Unauthenticated arbitrary code can be executed on the server where OpManager is installed. This allows users to execute payloads. How do I fix it? This has been identified and
Enterprise mode to install APM
I use OpManager Enterprise version and install APM, I know APM can install in distribution mode. but I want to integrate with my SDP MSP version. should I configure log ticket in APM central server or I need to set up in each OpManager Probe which installed APM? also, can OpManager share same API key with APM when log ticket in SDP MSP? Or I need to create two techinicainIDs for OpManager Probe and APM? Thank you. Code Chang
Migrate to new LDAP server
I have an existing PMP instance (9702) with users which were added by importing them from an LDAP server. We have installed a new LDAP server and I would like those same users to now authenticate against the new LDAP server. It seems the existing users' accounts are tied to the old LDAP server (from which they were imported). Is there any way to associate the users with the new LDAP server without deleting and recreating their accounts and reassigning all of their privileges? Alternatively, is there
APM failed to connect SDP MSP
APM plug-in cannot connect ServiceDesk Plus, I have tested API key and OpManager can connect SDP MSP, I think the API key is correct. but still get failed report from APM. Please advise how to solve it. Thank you. Unable to fetch values from ServiceDesk Plus, The server might not be running or the network traffic may be too high
SMS alerts via Clickatell
OpManager version 123177 I configured SMS Server settings to send SMS alerts via the Clickatell gateway. This was working find up until a few days ago when it suddenly stopped working for some unknown reason. The SMS server settings are shown in the attachment. When I try to send a test message I just get "Failed to sent test SMS". The notification log contains the following: Sending SMS via SMS Gateway. SMS Content -> | Exception occured while send SMS using HTTP POST. javax.net.ssl.SSLException:
Delay API response
Hello, I am trying to get the username for a specific technician using the technician's ID. I am using the "Get All Requesters" API and in the end I do get a response but always with a big delay (~20 sec). Do you have any idea why that happens? For example, when I need the email from a requester the request is made almost instantly. Thx
Sorting notes
Hi,After upgrading to version 10, sorting notes "before updating" and "after updating" does not work correctly. Thanks!
SMS not working
My company has changed Exchange servers. Once we moved over to the new exchange server, sms stopped working. I have added the new exchange server ip in the mail server settings and shut off the firewall on the new exchange server but I'm still not able to get SMS messaging when a ticket is created. Any ideas on why it stopped working?
Unable to search device details
Hi All, I am getting error while searching for the added device in OP manager console. With this regard, I tried to add the same device newly, it showing device is already exists. But when I search for the same it is throwing an error. Kindly help us to resolve this issue. we are using OP manager version build number as 11300. Thanks, Rajesh L
ServiceDesk Plus 10001 Released
Dear Users, SDP 10001 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-71824 : In the combined list view of requests and tasks, you can view the total count of tasks by clicking the Horizontal Ellipsis icon at the bottom-right corner of the task list. SD-71824 : To get the item count in any module other than Requests using GET API, pass get_total_count as true under list_info of Input Data. SD-74373
Mail Fetching Issue
Hello, I"m Getting the below mail fetching error, we have not done any changes on mail server or mail server settings: "Exception while trying to open folder" "Probabale cause: A3 BAD Request is throttled. Suggested Backoff Time: 40464 milliseconds" Below are the environment details: 9.4 Build 9419 (Enterprise) MSSQL Office365 Incoming: Imaps port 993 Outgoing: SMTP port 587
Device Templates: How to create baseline configs and apply custom?
I am trying to figure out how to leverage Device Templates in their current form. I want to set the "base" monitoring and threshold template so all systems have the same level of monitoring. I then want to create custom templates that alter various thresholds or metrics for different applications or infrastructures but I don't want to everwrite ALL of the metrics, only some, or add additional. For example: I am leveraging the built-in Windows temple to define, CPU, Memory, Page, Committed Bytes and
Groups vs. Business Services: Best use and limits
Is there any sort of performance hit that begins to occur with the number of groups or the number of business services? We generally prefer to group end-points by there application infrastructure but that would begin to give us over 100 groups. Is there an issue with that?
how to create report for software
I have a project to sort of software to accept software list and not accept software list and technician cant install not accept software i want to create a report for who install not accept software and I need information (hostname for pc, date, username ) ? and I want to create a new local group ( for technician ) with some privilege of an administrator like they can install software, driver and join and disjoin domain?
Opmanager NCM - Backup
Hi So i have around 10-15 Switches (Cisco IOS) that i can not back up. I have around 100+ that are working. and when i try nothing happens. I trace a working one in the firewall logs, and see the server 10.0.0.1 go to the device 10.1.1.10 and its working fine. But when i trigger one of the ones that is not working i get nothing in the Firewall logs.
ADSelfService Plus 5702 - Hotfix released !!!
Hi everyone, We're delighted to announce the release of ADSelfService Plus 5702 build. This build fixes several issues which include the following. Fixes: Issue of product crashing when the configured GINA Frame Text exceeded the character limit during translation. Issue which permitted users to close the password reset/account unlock window of the Windows logon agent is fixed. XSS vulnerability in the employee search, and the self-update layout. Issue in translating certain fields in the self-update
On SDP 10, let us customize the right-hand pane on requests
We just upgraded to version 10, and I love the new layout for requests. However, under the user's details, there are some fields I'd like to see. By default, it looks like the image in the attachment. We don't really have a need to see the custom fields "Security Fob Number" or "Security Disarming Code". However, one field that we really need to see is the user they report to. So, is there a way to add that field to this pane? Or is there a way for us to customize this pane and select which fields
Improve incident resolution time using annotations.
AlarmsOne has added 'Annotation' using which you can add notes or comments about an alarm. Annotations can be added by all Admins and those technicians who are assigned to a particular alarm. To add annotation, open an alarm in AlarmsOne, go to Annotation tab, add the comment and click Submit. Recent activity tab also shows the timeline of the annotations. Annotation has a character limit of 5000 characters and does not support special characters. Try 'annotation' now, talk about the alarm and improve
User sessions
Hi, Tell me please, where are user sessions stored in SDP? In cookies or in a database? Where exactly? Can I read the documentation? Thanks!
Help Desk Technicians Massive Modification
Our case. Using the Manager OU restriction feature we have restricted access mentioned technicians have only to some OUs and not to all the active directory tree. Now, we created some new organizational units on which we want grants to some help desk technicians capabilities to manage its through AD Manager. For reason that was mentioned before we need now to give to some of them the visibility and the access to the new OUs. Unfortunately, the only way we know in order to do this is modify the AD
Features in release pipeline - ServiceDesk Plus OnDemand
Dear Customers, We would like to list down and provide a glimpse into the major features that are in immediate release pipeline for ServiceDesk Plus OnDemand. CMDB Request Enhancements Zoho Reports Integration Request Life Cycle (RLC) CMDB CMDB, we can manage all the Configuration Items (CIs) that are critical to an organization and their relationships. This helps us to identify Business Impact or perform impact analysis before implementing a change. Define custom CI types. Relationship map now includes
Notification Template edit
Why when you extend the window for editing, the fields dont follow..?
CMDB Setup in Service Desk Plus Cloud Enterprise
Hello, could someone tell me where you go to setup the CMDB in SDP? I see assets and everything but no CMDB setup. On the website it does say it's included in the Enterprise Edition. Thanks
Allow all users to see all requests for a specifc template
We have security set up where users can pretty much see their own tickets. We are bringing a new function (template) into ServiceDesk and the users want anyone in the company to be able to view all requests for that specific template. We don't want to change our overall security. Is there a way to allow users to see all tickets for just one template? I tried creating a user group and associating it to the template, it didn't work the way I'd hoped.
Share your thoughts about Patch Manager Plus and earn a gift card!
Dear folks, Thanks for your continued support of Patch Manager Plus. We would like to hear how we are faring. You can review us on IT Central Station here: https://www.itcentralstation.com/lp/vendor_invite?product_id=manageengine-patch-manager-plus Also, you can review us on Capterra: http://ca.gartnerdigitalmarkets.com/Patch-Manager-Plus-179288-SS-01_Write_a_Review.html What more, you will be entitled for a gift coupon worth $10 upon reviewing us on Capterra! Keep your reviews coming, your reviews
Mandate Attachment and hide asset field
Hi, Is there any way Mandate Attachment and hide asset field Thanks in advance
Database Query Monitoring Has Been Enhanced!
Have you ever felt that you needed to monitor more than just the default attributes in your SAP HANA and SAP MaxDB databases? Well, now you can, because ManageEngine Applications Manager now supports Database Query Monitoring of SAP HANA and SAP MaxDB. When you add a SAP HANA or SAP MaxDB database monitor, you can monitor only a predefined set of attributes by default. With a database query monitor, you can execute a set of queries and analyse the result. The new enhancement of database query monitor
Report that shows usage of templates in request catalog current year
Hi, Is it possible to make a report that's shows the above? Regards Kjeld
Alarm within one Business View causes ALL Business Views with Shortcuts to each other to turn Red.
When two or more business views contain shortcuts to each other and an alarm is triggered within any single one, it causes ALL business view shortcuts to turn RED and they do not return to a GREEN color state when the alarm is cleared. If you need further clarification I would be happy to schedule a remote session -- and I believe we already have a ticket open with you regarding this issue.
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