Auto-assigning technician's using email
Hello, I'm trying to auto-assign one of the technicians using e-mail commands, however, it doesn't seem to be working, the mail arrives and it gets parsed into a request however it remains unassigned I'm sending you a screenshot of 1) My email command setup 2) the mail I am sending Could you please assist me? p.s "tkurtskhalia" is one of technicians username Thank you.
Technician Auto assign
Hi Guys, Is it possible to choose Technician Auto-Assign from for requests that sit in certain groups only? For Example, we have a default "Service Desk" group that requests created by email come in to, and we want to enable auto assign for only open/on hold requests for that group. I had a look at the exceptions part of auto assign and "group" does not appear to be one of the filters there. Best Regards
[Tips & Tricks] Simple way to search requests submitted by a specific requester
Dear Users, I've come up with a simple trick to search requests submitted by a specific requester. Let us consider this scenario, you are in an urge to search a request submitted by a user or you often search requests by requesters, this has to be done by column filtering (requester name). Also, this would be a challenge if requester's name is mistyped. This simple trick would help you save some time and search requests pretty easily. All you got to do is, click new request and type in few letters
Desktop Central API Question
Is the desktop central msp REST api accessible for get / post queries ? I dont use service desk. Version 10.0.297
Update Fields on Request when approval is rejected/denied
Is there a way to update request field values after the request is rejected? I am attempting to update the subject field on the request. The form and field rules on the template will not accomplish this for me, and the business rules do not have "approval status" as a condition variable.
System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor
Any help on this? have few of this errors. additional information, TLS is disabled on outgoing mail, the email from sdp is whitelisted on exchange. System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor System JobExecutionFailure: jobId:1098806; ErrorMessage: java.util.concurrent.TimeoutException; JobInfoObject: {"errorInfo":[null],"jobId":[1098806],"jobInput":["{\"ENTITY_ID\":135372,\"NOTIFY_TYPE\":\"EmailCCUsers_ReqClosed\",\"LOGGED_IN_USER_ID\":28561,\"ENTITY_NAME\":\"WORKORDER\",\"NOTIFY_FROM\":\"WORKORDERUTIL\",\"LOGGED_IN_USER_CREDENTIAL_JSON\":{\"LOGIN_DOMAIN\":\"-\",\"LOGIN_NAME\":\"it-aia\"}}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"moduleName":["MAIL_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@14cbf82a"]}
Positioning client pop-up window
When patch deployment is initiated, there is a pop-up window displayed on client machine (in right bottom corner). Is there a way to change position of this window (e.g. to upper right corner)?
How to Rename local administrator account by DesktopCentral ?
How to Rename local administrator account by DesktopCentral ?
HOW TO RENAME LOCAL ADMINISTRATOR BY DESKTOPCENTRAL
GOOD DAY I have. question is it possible to rename local administrator account I know you can change the password but what about renaming it?
upgrade from 10.0.100 to latest version
Dear sir/madam, i am trying to upgrade from build 10.0.100 to the latest version kindly provide the links to the latest service packs
Group Sync
Probably a stupid question, but when we add a PC to a group that is part of a configuration, how soon will Desktop Central's configuration realize there is a new member in that group to install a package. Example - We packaged Bluebeam 2018; created a configuration to look at a Group with Computer members; we added 2 new PCs to the group today (only 1 was seen by the way); how soon and how does DC know there are changes to the group?
Questions on self service portal widgets
Two questions concerning widgets we would like to create on the self service portal: - We would like to create a widget which lists important hyperlinks to company resources - When I create a link to an internal resource that requires authentication the page does not display or states 'Unauthorized'. An example of this is a company SharePoint site that contains documentation. What account is being used for authentication to these sites? Is it the service account that runs the ServiceDesk services?
Where to find my previous questions ?
I'm looking for a question I submitted a couple of weeks ago and I don't know how to find it. I have searched on keywords and on my user name but it doesn't show up. I can't see any link anywhere to show questions I have asked.
Technician Showing Twice when Assigning Requests
We have a technician who is showing twice when we assign requests to him. In addition, he cannot see all the requests assigned to him. What SQL Query can I run to show me the ID's associated to a technician's name?
Access PMP with Azure Multi-Factor Authentication?
Hi, Just curious to know if any of you are using Azure Multi-Factor Authentication with PMP for second factor when logging in to the console? Thinking about investing some time in to looking in to it, but thought I'd see if any one was using it here first. If you are using it, what was it like to configure? Any gotchas? Chris
Installing new SSL Certificate
I am attempting to create and install a new SSL Certificate on our server using the "Using OpenSSL' instructions located here: https://www.manageengine.com/products/passwordmanagerpro/faq.html#ssl but I am getting an error message at step 4. I am running the following command openssl pkcs12 -export -in PMP20181114.cer -inkey pmphanover.key -out pmp20181114.p12 -name pmp -CAfile rootnew.cer -caname pmp -chain The system is generating the keystore file, but I am receiving the following error message
Problem setting up High Availability
I am in the process of setting up High Availability and was able to get to the last step - starting up the secondary server. Unfortunately, the secondary server (default postgres db, linux:ubuntu) fails to start up. Looking at wrapper.log for the secondary server I see the error: Username cannot be postgres. Hint: DB connecting user cannot be a super user. Provide a normal user credential. The postgres database for the primary server uses the username 'postgres' and that user is a superuser. I'm
Incident Template Categories?
So does anyone know how you add Incident Template Categories? I cannot see any way to do this, any Incident Templates I create all go under this "Other" Category. Your Version : 9.4 Build 9425 Attached a Screenshot.
Time wrong on SDP
On creating jobs the time is out by hours, as an example I created a new incident just now and it shows a stamp of 14/11/2018 07:13 PM the actual time is 13:44 (date is correct) any ideas why as the date and time on the windows server is correct? this is a new installation that I am trying to setup for testing and hopefully move away from our current helpdesk. Running Version: 9.4 Build 9425
Tickets Logged between certain times
Hi, I'm looking to create a report that can be scheduled that will show the tickets logged between a specific time period, for example all tickets logged between 8:00 and 17:00 for the month. Is anyone able to provide me with a query that would provide this? Thanks Rory
Access Level is not restricted for Technicians
Dear Sir, I have problem with Technician Access Levels. When the request is created by the Technician that have access to all requests, before approvals are done, technician can edit, escalate request, but he/she should not be able to do. Please advise me to resolve this problem. Regards GG
Join team Applications Manager at AWS-reInvent!
With just a week left for AWS re:Invent, team Applications Manager is looking forward to interacting with some of the brightest minds of the AWS industry. You heard that right! AWS- re:Invent is all set to take place from Nov 26-30. Greet Applications Manager at booth #1505 : What's in it for you : Talk to our application monitoring experts in 1:1 sessions and get all your questions answered. Learn how Applications Manager will help you monitor some the health and performance of AWS services such
Mac Tray icon and submit ticket window
I'm testing the usage of the desktop central tray icon in regards to working with enabling users to submit their own support tickets and I've noticed that on the mac client when you start typing in the description box the return/enter key does not work as expected. In the windows client it moves to a new line as expected. On the mac client it actually classed that key press as a "submit" button and sends the ticket. So the end user is basically limited to one line of text and this isn't really usable
Why is a 20 day old patch for Win 10 v1709 just appearing today in Desktop Central?
This morning - I logged into DC and was surprised to see the appearance of this patch: https://support.microsoft.com/en-ca/help/4462932 Why is a patch that was released by Microsoft on Oct 18 - just made available via Desktop Central today - some 20 days later? B
August Missing patches
All sudden today I see there is a bunch of missing patches shown up form August yet they show superseded yet also show as missing on pc's
Update KB4343900 is reported as missing but Windows Update says its installed
Hi, today morning I logged into dc and *all* our windows 7 machines were categorized as "highly vunerable" because dc reports windows update KB4343900 is missing. i've checked this on a few machines and it came out that the update in installed on that machines.
Technician can not change request or inciden status
Dear colleagues, good afternoon. Tell me please, is it necessary to add any special role for technicians in order to enable technicians to change statuses from "Open" to "Resolved"? Currently, technicians do not have the ability to change the status, the screenshots are below: https://www.screencast.com/t/YYDd4pyv https://www.screencast.com/t/whIgSN4IS8sN An account from screenshots is in a technician group. Likewise, there is no action, when the technician press "work log timer" button. Screenshot
custom fields
Is it possible to bulk updates custom fields?
[ Release update] Release announcement: Build 4000
Hello folks! We're happy to roll out Analytics Plus build 4000 that comes power-packed with whole lot of features and updates. 1. Revamped home page UI The Analytics Plus home page has been completely revamped for easy navigation. - The main navigational elements are bigger and bolder. - The various workspace elements are organized into 'Reports', 'Dashboards', and 'Data' to give you easy access to your data. 2. Introducing report commenting With the new update, you can insert comments in your reports
Support Groups following tickets
Hi folks, We have traditionally allowed all of our technicians to view all tickets across SDP. We have distributed Tier-1 service desks that escalate to a centralized Tier-2 to Tier-4 groups. (That is, the Tier-1 is a single-point-of-contact support desk for customers in that area. For security reasons, we are going to be implementing roles that prevent groups from seeing tickets in other groups. However, what we really need is for the Tier-1 technicians to see all tickets submitted by their customers
REST API for task update
Hi, I'm new to SD Plus and have been playing around with the REST API. I have been able to create new r tasks with the API key generated. However, when I try to update the request with the same key, I am getting an error stating: { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Technician key in the request is invalid. Unable to authenticate.", "status_code": "401" }, { "type": "failed", "message":
Automation and Wildcards in Selection Criteria
Does ADManager Plus support wildcards in the Selection Criteria fields in Automation? For example, I would like to be able to search for items that start with numbers, or do not contain certain characters.
Self Service Portal Report an Incident Widget
Ok so on the "Customize Self Service Portal" there is a Widget called Report an Incident. Is there a way to hide the "Request a Service Option" I ask this as in the Free Version of SDP you cannot create Service Templates so this being in the Self Service Portal and linking to a page of blank page of templates is confusing to the end user is it possible to remove this button from the widget. Cheers.
Worklog Timers for Worklogs in Tasks
do we have worklog timers for worklogs in Tasks ?? if we use nowmal worklog timer then the worklogs of incident request is updated... but if there are several tasks in a particular ticket then we need to have the worklogs of those tasks also to have some kind of timer to calculate the end time automatically. do we have such ?
Reports with Time Spent
Good Day. I need some help Please. I need to generate a report with a "time Spent" column (1) Also i need to be able to select "requester email" in search criteria (2) Please help
Reporting in sdpondemand.manageengine.com - Service Desk Plus
Good day I need some help with reporting in Service Desk Plus. In the columns to display, I need to be able to select - time spent In the filter options I need to be able to select - requester email I need this because I have to pull reports on how much time was spent on a particular requester/client Please help
Netflow interface is not added
Hi! I can not add NetFlow interface for monitoring. The device Cisco ASA 5550 is reachable from NF Analyzer, but the system says that the device has already been added. I attached screenshots. What can I do? Thank you in advance.
Searching the list of technicians
Hi guys, Very minor thing, but I've noticed that when searching the list of technicians, it now searches for any matching text, rather than the old way of searching. My name is Will, so I would only have to type 'w' and I would be the chosen technician, but now I have to type out my entire name to find myself. I appreciate that this is a very minor thing, and there is probably a good reason for doing it, but I can't see it. Perhaps if the list of technicians were much longer it might be useful, but
comment on solutions
is there a way to notify the admin to comments/feedback made on solutions by the end user. also is there a way to make those comments private until the admin is notified and has taken the appropriate actions?
Remote Desktop Management goes cloud!
We are super excited to announce the launch of Remote Access Plus cloud. You can now troubleshoot your Windows, Mac and Linux computers anywhere, anytime! Why go for a cloud based remote access solution? As an IT administrator, you'll have to deal with a fair share of troubleshooting requests. Let's be honest - you have better things to do with your time than spending it running around resolving troubleshooting tickets. Remote Access Plus cloud cuts down the time and effort spent over server maintenance
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