Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self
Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self service,
MAPI support update
Hello, Can someone at ManageEngine provide an update on when SDP will support the MAPI protocol for incoming email? I know this was mentioned a while ago and they said it was on the roadmap.
ServiceDesk Plus 10008 Released
Dear Users, SDP 10008 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Requests : SD-66023 : Unable to search/view a shared Request using the global search option. SD-70453 : Priority of a request is not updated as per the values set in the priority matrix if the request is created via mail. SD-68698 : Priority-based business rule does not work if the request is created by a requester who cannot set the
System Update Notifications not working
I have the Internet Connectivity error for System Update Notifications. We do not have any proxy, and I can access https://creator.zoho.com from my web browser. Please assist?
[SOLVED] Upgrade from 9425 to 9426 and 10002
Hi team! I'm trying to upgrade from 9425 to 9426 to try to upgrade to the latest version but when I've stop Manage Engine Service and open UpdateManager.bat, Java do nothing and java is not opened to select upgrade package. I had Java 8 update 191 and always working. I've tryied to downgrade to java 7 update 45 and is not working. Please I need help Thanks
CAB Approval
Is it possible to automatically approve a change when all the CAB members have recommended it?
email keywords
When a ticket is created thru email, can keywords be added to complete specific fields? IE: technician category priority
How do I get my presence noticed?
I posted a question in this forum nine months(!) ago. It has been flagged as "Awaiting moderation" and hasn't received any replies. All my attempts to contact anyone have been met with deafening silence, including a ticket I have submitted about this problem. How can I solicit a response from anyone here, or at least find out why I am so consistently ignored?
User creation template creation rules no longer work
We use creation rules to fill out a bunch of areas (phone number and address) when creating a new user. I'm not sure after which upgrade this happened but it no longer works while it worked ok before. Nothing happens when the rule should be triggered (when the Office field has certain content). I tried several browsers. AD Manager v6655
Analytics & Desktop Central Integration
Is there any plans to integrate Desktop Central and Analytics Plus.
Which field in hardware related apis can be map as product
I am creating freshservice custom app. In that mapping all asset from desktopcentral to freshservice. There is one mandatory field product while creating asset type hardware. but there no any field available in desktop central api (api/1.0/inventory/hardware) that can map as product. Can you please suggest wich field in harware apis can be mapped as product.
SCP Migration from Windows to Linux
HI All, Just wondering if anyone has successfully managed to migrate from Windows to Linux? I'm toying with the idea but i'm not really sure if you can just restore from a SCP backup to the new Linux installation and if there are any additonal steps that are need. It's not worth even considering if i cannot take all historical data to Linux. Any experience on the subject would be much appreciated Regards Dean
Firewall Analyzer free training online
Firewall Analyzer free training Stay ahead with the Firewall Analyzer free training online, join our product expert and gain insight on the ways to optimize firewall performance. The given below is the training agenda. Get a snapshot view on how to fetch rules and configuration from your firewall device. Learn how to get a detailed view of used rules, unused rules, rule anomalies and rule optimisation. Monitor 'Who' made 'What' changes, 'When' and 'Why' to firewall configuration. Get a detailed overview
Account Discovery Failures
Hi all, I have a few resources (all Windows 2008 R2 servers, I think) where account discovery fails. It fails immediately and PMP isn't giving me a reason. In the Resource Audit log, it says "Account Discovery Failed" with reason "Reason : " and in the Task Audit Log, it says "Success" for Bulk Account Discovery. I'm able to log into the server with the PMP service account, and have no problem enumerating accounts locally. Anyone have any ideas or suggestions? Thanks, - Steve
Inventory Software Licenses
Hi all, I am new to the forum and I currently am testing out ManageEngine Desktop Central. If I did not post this in the right area I apologize. So far I am liking this product as we are moving away from SYSAID. I was wondering if I can gather the product keys and license information for all the software on the network with ManageEngine and if so how would I go about it? Thanks
Win10 Standard Start Screen
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Request advanced search criteria
With version 10006 (don't know the last that worked) we don't have criterias to create an adavanced search. Is just us? Will version 10007 correct this? Thanks
Is there a way to view Cumulative permissions for roles?
Hi folks, I have many technicians (>100) with many different security requirements. Because the technicians may have multiple roles associated, I'm thinking of creating a tool that will show me the cumulative permissions (much like a resultant set of policy tool) so that I can see the cumulative effects of applying a role on a technician. My questions is: 1) Is there already a way to do this? Thanks, Adam
Service Desk Plus 9409 frequently does not login with any user, Why?
We have installed ServiceDeK Plus 9409 with FOS, in this installation we have the following infrastrict with its role: Virtual IP that senses the 2 SDP Primary SDP: Windows Server 2016 Secondary SDP: Windows Server 2012 R2 File Attchments: Windows Server 2016 DATABASE. CLUSTER MICROSOFT SQL 2014: Virtual IP that feels the 2 Nodes Node1 Primary SQL Node2 SQL Secondary Storage SCSI: Windows Server 2016 This FOS system worked the high availability test on the servers and automatically the second server
Report Request - Merged Tickets
We have this merge request SQL query select Workorderid "Parent Request" , (SELECT STUFF((SELECT cast(Child_woid as varchar) + char(10) FROM conversation co where conversation.Workorderid=co.Workorderid FOR XML PATH ('')), 1, 0, '')) "Merged Request" from conversation where Child_woid is not NULL AND CREATEDTIME >= <from_today> AND CREATEDTIME <= <to_today> group by Workorderid We would like to request one that shows the same information but would like to be able to run this against a specific group,
Date Diff Formula Help
I have a table with 3 columns - RequestID, Customer Last Response, Technician Last Response. I need help creating a formula that will display the amount of days that have passed since a technician last responded to the customer. So if the technician has the most recent reply it should display 0. If the customer has the most recent reply it should show the number of days that have gone by to date since they last replied. So for example if the customer has the most recent reply and they replied on
Microsoft addresses Patch Tuesday security updates for January 2019
Hello everyone, Good day! Microsoft has just announced the Patch Tuesday security updates for the month of January 2019. This month's security updates fix various vulnerabilities and flaws in many Microsoft products. These include, Adobe Flash Player Internet Explorer Microsoft Edge Microsoft Windows Microsoft Office and Microsoft Office Services and Web Apps ChakraCore .NET Framework ASP.NET Microsoft Exchange Server, and Microsoft Visual Studio Desktop Central will support these patches as the
Firewall Analyser Security Reports
Hi, Is it possible to get a summary type security report giving a listing of devices with each of the critical, high med & low risk levels ? - If this doesn't is it something that could be added ? Regards Mark
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?
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