How to add Change SLA by Account
I have multiple account in SDP-MSP. I wanna to define Change SLA per Account. What should I do? Is there alternative way to solve this issue? Thanks
Allow all to view projects
We really have the need for everyone in our department to view the ongoing projects. Is there a way to give all the technicians (even if just read only) permission to view all the the projects?
Onboarding Process
I'm having a tough time getting started with the forms designer and where everything goes. We have about 6 different internal accounts and 8 external accounts available in my organization. I don't want to have 14 different forms just to create accounts, rather I'd like to design a single form for onboarding purposes. If the user is in a certain role, then a specific set of options is available for selection, if they are in another role then those options are available for election. Anybody have
Life Cycle and Approvals
Hi, Liking the new look to v10 of the Service Desk. We're looking at the Life Cycle section, and creating flows for different ticket types. If there a way that at a certain point the agent is presented with the "Request Approval" option, or the action in the top right hand corner of the ticket page just has "Request Approval" as the only selectable option ? What we're looking at is a life cycle for a new company mobile phone. Part of that would be to require approval from our Ops Management Team.
[SOLVED] English hint in Self-Service Portal, although everything else is in German
The requester's Self-Service Portal is nicely in German, except for the hint (see attached screenshot). Is there a way that I can have that in German, too? (I'm using 10.0 Build 10003)
ServiceDesk Plus Service Request Workflow Automation
Hello, We are running build 10004. We have imported the manager to the "Reporting To" field of our users. What can we do with it now? 1. "Reporting To" doesn't seem to display on the ticket 2. Under the Service Templates "Workflow Automation" tab it doesn't seem to automatically spring approvals. (Even though the configuration appears to be set to send approvals automatically.) There doesn't seem to be any documentation for Workflow on Service Requests.
Comment left by requester when closing a ticket is not emailed to technician
When a ticket is marked as "Finished" by the technician, the requester can then "Close" it in the Self-Service Portal. He is then asked to enter a comment. The technician then receives an email type "Alert(or Notify) technician by e-mail when requester edit a request.", but this mail does not indicate that the user as closed the ticket, nor does it include the comment the user entered. Am I not using or understanding the system correctly, or is this SDP's fault?
Report and print problems
Hello everybody I've recently installed OpManager 12.3.001 Below are my problems: 1. When I generate a report ( Graphical ), the exported PDF is a single long page which is not printable! I mean, I can print it but it's size is not fit to paper. I have to shrink it and it wouldn't be neat enough to make a manager satisfied. 2. When I change the time from TODAY to any other options and then try to view graphs, it looks all graphs' state is related to TODAY again! I mean, how can I have all graphs
how to integrate manageengine servicedesk plus wth sharepoint 2016
Hello , i would like to know how to integrate Manage Engine Service desk plus with SharePoint 2016 . so when the requester open a request its creates a link in SharePoint + place to save the files. please check the attachment for the example
Interface Monitoring
I've add some devices into my inventory. Then I decide to change default interface monitoring intervals. But it doesn't take effect to those interfaces which had been added to project. If I add a new device it works. I tried to apply changes to ALL interfaces and Selected interfaces but the result is still the same. It's really hard to remove and add devices again.
Self-Service Portal remembers sort order, but not the last filter the user has selected
When a user sorts and filters his request-list, the system rembers the sort-order for the next session, but it doesn't remember the last selected filter and always comes back to "my pending requests". The reason why I find this irritating is a bit more complex: When a ticket is answered and closed at the same time it simply falls out of the list of "my pending requests" and the user does not see it anymore (and, of course, doesn't notice the answer that was added when closing the ticket). So the
Patch Management Automate Deployment Suspend Issues
I have two groups for automated deployment. As i rebuild our patch management process, schedules and groups change. Problem I am having is that if I change say the days a task is set to go off on, or change the time frame. Once it's saved, the task is no longer in suspended mode and it starts pushing what updates it has right away. Is there a way to keep a task in suspend mode until it is manually unsuspened? Over the course of the next few months, I will be slowly patching and updating machines.
Really hit or miss
We have 7 hyperv hosts - most do not get detected as a hyper v host - but incorrectly reported as Server 2012 R2. If I manually edit the machine details to a hyperv host it looses all the dial metric details and does not report on any hosted vms. I see this has been a common theme over the years but as I am using the latest version I thought this would not be an issue? Interestingly after deleting and adding dozens of times, doing a dance around the room and praying to the gods I managed to add 3
Notifcation when a password is checked out.
Hello, We would like to have a notification sent to a senior manager when an oracle resource password is checked out. Is there a way to add a regular user without making them a password administrator? Thanks, TP222
users sessions problem
Hello Dears, i have servicedesk version : 10.0 Build 10005 and i monitor users sessions from AaaAccSession and some related table, my problem is AaaAccSession removes its data automatically at 6:18 PM, so can i change this time?
Import from AD - blanks
When doing an import/update of users from AD, what happens in the following Existing user has a 'Reporting To' of 'Manager X' from previous imports AD record changes to where the Manager field is blank SDP processes nightly import Will SDP update the 'Reporting To' field to a blank as shown in AD or will it preserve the previous 'Manager X'?
Asset Register
I need to set up an asset register from an suppliers XLS spreadsheet, is it possible to map the columns into the asset register area?
Help with API Attachments + Powershell
Hi All- For the life of me I can't get attachments into a ticket via API. I can do it with Postman and can create other request with API just not attachments. I keep running into responses that there is no file being upload. Does anyone have a working Powershell example I can check out? Thanks in advance for any help!
Automated notification for Requesters?
I know Automation can be used to trigger messages to Technicians but is there any way of using Automation to send messages to individual requesters?
[SOLVED] Report showing not assigned in certain category
Hi, I'm facing for problem in generating report where some results show not assigned. Kindly advice on this matter.
[SOLVED] API v3 JSON and Powershell
Does anyone know how to give JSON input to the v3 API and have it work? I've been bashing my head against the wall all day. $inputData = @" { "operation": { "details": { "resolution": { "resolutiontext": "Test text here." } } } } "@ $inputData = $inputData | ConvertTo-Json -Depth 50 $postparams = @{OPERATION_NAME='ADD_RESOLUTION';TECHNICIAN_KEY=$apikey;INPUT_DATA=$inputData;FORMAT='JSON'} Invoke-RestMethod -Uri "$URI/api/v3/requests/498420/resolutions" -Method POST -Body $postparams -ContentType
AlwaysOn support for ADAuditPlus
Hi, I searched through documentation and forums but could not find an answer. Could you inform me about AlwaysOn AG support for ADAuditPlus product? We would like to add the database to Availability Group. We don't have/require special features like multi subnet cluster or read only intent etc. Thanks
Need a script
Hi, I need a script that will help in creating a new ticket. I have a template for our manager to put in a request when we have a new employee. I need a script that will generate a second ticket to go to a specific technician and auto populate fields with the new employee's name and start date that will be on the first ticket.. Our database is SQL 2012. Thank you
AD360 build 4215 released with support for MS SQL auto-backup.
Hello Everyone! We have released a new build of AD360—4215. The highlight of this release is the capability to automatically back up the MS SQL database used in AD360. Highlight: MS SQL auto-backup: Now schedule automatic backup for the MS SQL database configured in AD360 and restore it as per your requirement. 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
IT analytics in 90 seconds: Complying with project targets
Track your performance against your project targets using the Target vs. Actual Milestone Completion report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
IT analytics in 90 seconds: Complying with project targets
Track your performance against your project targets using the Target vs. Actual Milestone Completion report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
The advantages of tracking knowledge-base usage
Think of how much time you could save using a robust knowledge base repository. End-users could approach the help desk, receive automated solutions tailor-made to suit their needs, and resolve their requests themselves. It would cut down on all the phone calls, and emails that flood your help desk. But is self-service only for end-users? Fact is, your technicians or support agents, can benefit greatly using a knowledge base solution. For instance, let's say, I am assigned a ticket to solve network
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
[SOLVED] Can't restore data from backup
Hello. Can't restore data from backup. Service desk version:10.0 build 10008. Hosted on: CentOS Linux release 7.5.1804 (Core). I want move SD on other server. I backup data and move on other server. When i start restore, process is frozen. I try more time, but everything was the same: https://i.imgur.com/MSzFX4i.png. Can you help me? Thank you.
Export Project Tasks?
I am looking for a way to export Project Tasks to Excel or CSV in order to send to an outside party. Basically, a CSV of the data from /ProjectAction.do?submitaction=ViewProject&fromListView=true&projectid=XX Is there a query I can put in reports to get this list as exportable?
Incorrect logo and No domain option when viewing SDP on a mobile browser
The logo of the SDP login page in mobile browser is showing an incorrect logo and there is no domain listed in the options (see screenshot):
Different template for mail request
Hello, I would like use different template than default template when request is created from mail. Is it possible? Michal
Mail Fetch Crashes when Multiple site related emails are added to original email
We have a number of customers who email multiple group/site emails when they submit tickets to us. This has never been an issue, but we upgraded to 10008 this weekend and now its causing mail fetch to crash. I have to clean the original email from the email box and restart mail collection. We were previously on 9425. This has never been an issue in our system prior and other than upgrading to 10008, we have had no changes to the installation.
Reports on Assets
Dear all, how can I create reports on Assets, e.g. how many request per Asset etc.? Thanks, regards P.
[SOLVED] SSL and week cipher Vulnerabilities detected on the asset explorer agent
We are detecting that the agent is using weak ciphers over port 9000. How do I fix this. SSL Connection: Server Vulnerable to Bar Mitzvah Attack 9000 / tcp unknown (SSL) Instance Data Vulnerable to Bar Mitzvah attack. SSL connection supports the following SSL/TLS RC4 ciphers: RC4-MD5 - SSLv3 RC4-SHA - SSLv3 RC4-MD5 - TLSv1 RC4-SHA - TLSv1 RC4-MD5 - TLSv1.1 RC4-SHA - TLSv1.1 RC4-MD5 - TLSv1.2 RC4-SHA - TLSv1.2
CR Creation | Description box
Hi, Team I have query regarding the " Change Request's " description box.. i need to add a statement in the description box of each new created Change Requests, i have added my statement in all changed templates and it is working fine, but when the Technicians wants to " Associate Change " from " Requests " the CR will take the same description of the request itself and the added statement will not be added ! is there a way to fix this ? Please check the attached pic..
[SOLVED] Cannot login to the web console
Hi, I have a SDP ver 10.0.7 Linux version and now noone of my users include administrator cannot login to the web console. I dont understand what happend. I can send logs if needed.
Script that automatically changes the "User Principal Name" of a user based on the "company" attribute
Good day, Is it possible to create a script that automatically changes the "User Principal Name" of a user based on the "company" attribute in the module "User Creation Templates"? In my case we create users with different "UPN" and each UPN corresponds to one of the companies of the group. For example: - Pedro Pérez is from the company "ABC", then his UPN at the time of creating it should be "pperez@abc.com" - Luis Sojo is from the company "TRC", then his UPN at the time of its creation should be
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