Prevent bulk closing of ticket dependent on field value.
We have a scenario where we bulk close a number of requests that come through in a given month. The support is paid on a subscription, and we do not need to bill back for work logs / time spent on those requests. However, there are some instances where we need a request to get some special attention before close due to a licensing purchase. We have a custom field for number of licenses and license cost, but I would like to know if there is a way to basically have a bulk close operation stop, or ignored,
Remove solution title when copying to resolution
Hi, Is there any way to prevent that, when using an solution, the solution title and the word "description" are passed to resolution field
ManageEngine Desktop Central introduces OS deployment for remote offices!
Greetings from ManageEngine Desktop Central! We are glad to inform you that the OS deployment feature is now available for remote offices. Within a few clicks, you can now deploy OS to all your branch office computers using the images created in the local office. This feature facilitates the OS deployment process helping you save a lot of time and money, and also simplifies the process of having a standardized OS on all your branch office computers. You can easily deploy OSs on your remote office
Is there a way to hide projects and solutions tab in Requesters View
Is there a way to do this? We want to hide these as we are still working on the workflows but would like to have Requesters use the Service Catalog.
The 'Fix Now' button when logging into the web console
With version 10.0.310 installed there is a 'Fix Now' button when logging into Desktop Central web console. I have been unable to find any information on what this is actually doing. Is there somewhere that has the information? Is this a security fix or a bug fix? Cheers, James
OpUtils (IPAM) - Operator access to add/modify IP Address details
Is there a way to give operators access to add/modify IP address details? We have some users that will be using IPAM to add new user information associated with static IP addresses on the network but we only want them to have operator access to everything else.
Only Append E-mail Body Above a Line into Incident Conversation History
Is is possible to have ServiceDesk ignore everything below a designated line? Example: ================ Requestor's reply text to import into Incident -----------Please Reply Above This Line----------- All other text to be ignored. =================== Some of our techs are having problems following the e-mail threads and suggested this as a possible solution to their issues. Currently the techs are replying by e-mail to the Request assignment e-mail and the entire body of the e-mail is appended to
Add Operating System to Asset Report
Hello, How can I add OS to the following report? SELECT "resDept"."DEPTNAME" AS "Division", "resDept"."DEPTNAME" AS "Division", "ci"."CINAME" AS "CI Name", "citype"."TYPENAME" AS "CI Type", "cirest"."DISPLAYSTATE" AS "Asset State", "cires"."ASSETTAG" AS "Service Tag", "cicd"."COMPONENTNAME" AS "Product Name", "resUser"."FIRST_NAME" AS "User", "resFields"."UDF_CHAR1" AS "Building", "resFields"."UDF_CHAR2" AS "Room", "resFields"."UDF_DATE1" AS "Warranty Start Date", "cires"."WARRANTYEXPIRY" AS "Warranty
Last Update Time report
Hi I need a report that shows the last time a technician performed any type of update to a ticket (tickets are in ServiceDesk Plus MSP). I would consider the ticket updated if any of the following occurred: 1) Field is updated/changed 2) Worklog entry created 3) Email sent outbound from the ticket The problem is that MSP only uses #1 above for last update time. Is there a way to create a report based upon true update of the ticket above? Can we also create a report that shows the tech has not responded
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files in wal_archive golder.
Hello, There are so many files under wal_arcihe log and total size is 45 GB. Is there any way to delete that files. PS:I tried the solution in below link , but it did not solve the problem, sdp services has not started after that solution. https://pitstop.manageengine.com/portal/community/topic/excessive-files-in-wal-archive-folder-in-sdp regards, Ertan
Change Port No.
Hi, I created a server and called it 'SelfService' and the default port was 8888 so now when you browse to the URL it is http://selfservice:8888. Is there any way to change this so that it is http://selfservice ?
Get ITOM Certified in New York and Orlando - For free.
Hello everybody! We are having an action-packed day of new learnings and product trainings at our free IT Operations Management seminar, and we'd like you to come along and become an ITOM expert in three easy steps. Attend the sessions. Take a simple test. Get certified. We have interesting sessions on network, server, and applications management that are aimed to help you meet your business demands. You can participate in the interactive demos of our solutions and learn how to get the
Attachments in Grenerating Report
Is there a way for the attachments in the request be included in the generation of reports?
User Survey
Can we add the option in a new build to print out individual survey results? Our dept director likes to print out the exceptional results with comments to hang on a bulletin board.
Thumbs Down - New Incident Template Layout
Hi SDP, This latest update is pretty crud. The new Incident Template layout is triggering my OCD in a big way, please tell me there is going to be a revision coming in shortly. We like straight lines and uniform templates in the IT world. On a good note, we like some of the extra features such as Radio and checkboxes, but find it a big shame that we can't apply them to pre-existing fields such as Category or Ticket Type. I've attached a screengrab of the template to better show you what i'm talking
Error upgrade from 9.4 B 9405 to Latest Version
Dears , I am facing Issue upgradind to latest Build Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319) at com.adventnet.tools.update.installer.Unzipper.invokePreInstallationClasses(Unzipper.java:138)
Missing chat. "Create new ticket" feature do not work
Hello everyone. We had installed a trial instance of SD MSP, version 9.4 b9409. In "missing chat page" we have some missing request. When administrator or technician press "create new ticket" button - there are no activities from the system. Video example is here: https://www.screencast.com/t/IE6Y5OhMz (for viewing needs an adobe flash player) We have been trying to test this feature at different browsers (chrome, IE, Firefox), but the result is the same. AdBlockers and pop-up blocker software are
Requester/Technician Activity
Hi Is there a way I can see how many requesters/technicians that were online at a given time? / Robert Lundgren
Patch Reboot notification on Contact E-mail Field
Hello, we would like to input an e-mail address somewhere in the device that will notify when a reboot is pending. I see there is a contact E-mail in the Device notes and not sure If I can use this as the variable. I don't believe adding "Contact Email:$CustomField(Contact Email)" in the to field will work. Any advice?
Sending Notification Failed
For some reason we have been receiving the "Sending Notification Failed" message. We have created a folder call fix with "MailProcessor.fjar" file and restarted SDME service but still receiving message when try to reply to tickets. We have created a support file right after trying to reply to one of the tickets for further analysis. Thank you,
Temporary hide Asset(s) Field
hello, when i try to hide the Asset(s) by using code below: document.getElementById('multiasset').style.display='none'; document.body.innerHTML=document.body.innerHTML.replace(/Asset\(s\)/g,''); in Default Template, i can no longer make changes to Other Fields. How should i hide the Asset(s), in such that it will not affect any other field, that the requester can still change any field selections. Thank you, Vanessa
Define privacy Policy for employee-owned devices (BYOD)
Hi, If i un-tick Employee-owned devices in our Device Privacy then it states what the Default Device Privacy policy is for BYOD devices. How do i change those? I need a different device privacy policy for BYOD devices than for corporate devices. Our IT dep. should not be allowed to see location and user installed apps on BYOD devices.
Active directory enrollment error
I made some test to enroll tablet devices trougth active directory on my local machine, i tested all the things posible and all worked fine. We decided to instal the aplication on a server and everithing was ok untill i tried to enroll trougth active directory. The device send this error "Introduzca la dirección de correo indicada en el correo de inscripción". Something like "Enter the email address of inscription email" and i dont know were to find it!!! help me please.
iPhone Backup and Restore
Hi everybody, I have an iPhone 5 in MDM that I enroll using apple configurator. Now i need to change this iPhone (photos, contacts, apps, MDM etc.) for an new device (iPhone 6). How to do that ? I dont want to lose my management in MDM. All the best.
Profile PIN length not working correctly
MDM profile is set to minimum length of 4 yet all iPhone users are being prompted to set their PIN to 6 digits. Am I missing something?
Lost login
OUr previous network engineer retired and now we can not log in to the OpsManager. Is there a way to backdoor into the application from the server? I wouldn't think so but there is no way I am rebuilding this thing up. Is there any hope?
Spirit up and become a Network Configuration Manager expert
Hello there, We are back with our last free training of this year on Network Configuration Manager and we hope you are all geared up for it! New to Network Configuration Manager ? Don't worry, attend the training and learn the tool thoroughly. Already a Network Configuration Manager user? Join us and catch up with our latest enhancements and new features. Attend the training and learn the tips and tricks to manage your network like a pro! Our two-part training series covers every Network
Tech Auto Assign when on Leave
Is there a way to stop tickets being assigned to a technician who is on leave? I understand its base dn the due by date. can we have it based on the response by date?
VPN in Android profile
I'm testing the trial version of MDM Plus, and I'm creating an Android profile and deploying without issues. However, there is no option to configure a VPN. Looking at the user guide it should be there, but it's not. What am I missing?
Importing CSV Files to Update Product in Asset Management
Good morning we have multiple vendors where their prices changes on a weekly basis. We get a CSV file with the correct price changes but we are having to enter the changes manually. Is there a way to import directly to the product tab and update automatically?
Exchange 2010 and Service Desk mail fetching
We have bought Service Desk plus (on-Prem) and I can not figure out how to configure email fetching from our exchange 2010 servers I keep getting FAILURE :E-mail settings saved successfully. But an error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Remove certificate in iOS profile
Hello, I am testing Mobile Device Manager Plus. When I create a VPN profile for iOS , I uploaded the expired certificate into it. I try to upload the new certificate , it report "Certificate already added!" So how can I remove the uploaded certificate? Thanks
Failed. Server session invalidated. When associating a profile
I keep getting this error on a specifice profile and I cannot figure out why. Thing is that it still associates with the device and configures it. The only things i have configured are passcode, restrictions, wifi, wallpaper.
QR Code needs updating after changing port
After installation I realize that I needed to change the port. That was easy enough, and only had a couple test devices that will need to be wiped and re-MDM'd. But the QR Code is still stuck on the old port number. How do I force ME MDM+ to regenerate it?
Instructions for pointing Opmanager to new SQL database server
Hello, Can you please provide me with the steps required to point OpManager to a new SQL database server? Ver : 123192 Thank you, -Brian
Requester Conversation replies don't contain previous messages
When I send a message to a user via requester conversation, and vis versa, I'd like to make it so the previous messages in the chain show up in each reply. When I send a message to a user via requester conversation after they submit a ticket, sometimes they forget what they sent in so they get confused. Just so it's clear, if a user sends in a ticket saying "I need help with setting up my email signature", I reply via helpdesk saying "Here is a user guide that will walk you through how to do this"
questions about billing
I understand that there are 3 types of plan (per hour, per request or fixed), and this plan is attach to account using contract billing. but I have lot of questions: is this only for ticket closed? also open? (if per hour plan). does it count the real open-close time or the worklog time? is there is no worklog added? does it count the open or the close date to check if the ticket is considered? when does the bill cycle start: year calendar or start date? (example halfyear) what's going on with the
Requester and Approvals
How can a requester see tickets that are awaiting their approval? They can currently see tickets that they have submitted that are awaiting someone else's approval but not tickets they need to approve. Maybe I'm missing something. Any help is appreciated. Thank you
Purchase notification rules
Hello, Please advise why we can not add the PR title/Subject in the email notifications ..?
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