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.
"Open Changes" View: Showing Closed - Rejected Changes
Hello, We have 3 closure statuses: Complete, Cancel, and Rejected - When we change the view in the Changes tab to "Open Changes", changes with the Stage of "Close" and the Status of "Rejected" appear in the view - Is there a setting we are missing in our workflow to properly close the ticket, or is there an issue with the query of the view? Thanks, James
Custom report
Hello, I am trying to create a single custom report which can allow me to see how many open tickets are 10 days past SLA, 30 days and 60 days. Is there a way to get it on one report ? I have attached a sample report. I am looking for something similar. Thank you
Release 10.0 -- Suppressing "Request Life Cycle" video advert
We’re planning our upgrade to release 10 next week, but we’d like to suppress the Request Life Cycle video advert since we aren't ready to offer that as an option to our various support teams until we have familiarized ourselves with it. How can we prevent this from being displayed to our users? Thanks, Adam
Unable to view Approval details
Hi, When we are using approvals as part of incidents and there doesn't appear to be a way within SDP to view the details of what was sent for approval. Our technicians tend to add additional text to the approval and it is not possilbe to view what was requested for approval without referring to the approval email that is sent to the approving person. Are we missing some setting that is preventing us from viewing what was being sent for approval? In the incident history there is only an entry
How to remove Topbar in self service portal
Hi Do any of you guys, know how to get rid of the topbar ( marked by the arrow) I want a cleaner look, and it's a pain in my eye
Service Catalog - Version History or Update Set
Is there a way to keep track of my changes to the Service Catalog / Service Request Template including FAFR? I tried using Copy Template for template versioning but it will only copy the form fields - It will not include include Field and Form Rules. It is time consuming to copy each FAFR to the back-up template. It should: allow me to easily rollback to the previous version should I enter buggy FAFR to my Service Request Template allow me to check the user who last modified a service request template
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
When I take a query from SSMS (SQL Server) into a New Query in Service Desk, I almost always get this error: 'java.lang.StringIndexOutOfBoundsException: String index out of range: -1' I frequently see posts like this, where a replacement query is provided. I'm having trouble telling what changes are made. I found that it looks like schema is an issue, so I removed schema, but still get the error as well as using the AS function to rename a field. Also, date formatting seems to be an issue, so I just
blank page after update to latest version 9426
Hi, i get a blank page after upgrade from 9416 to 9426. any clue why? service is running.
Monitor client event logs?
Does ME DC have any built in ability to monitor Windows Client event logs and alert on certain events? Or an integration with a product that does?
Email change
Hi, editing the profile there is no email field. How can I change my email address ? Thank you, Simone
Password Manager Pro New Upgrade Pack Available - 9802
Hi, Password Manager Pro 9802 has been released and is now available for downloading. This release strengthens SSL certificate management in Password Manager Pro by introducing GoDaddy integration and certificate sharing. Other enhancements include support for Traditional Chinese in multi-language editions as well as the provision to auto logon to Cisco resources using Windows domain accounts. New Features & Enhancements in v9802 GoDaddy integration for SSL certificate lifecycle management:
Hotfix 8110 Released
Dear Customers, We have released the 8110 hotfix. Please download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the readme from the below link https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8110 Thank You Regards, Syed SupportCenter Plus
SQL Query for Report Generation
Team - Required query which contain Techs Name , Location i.e. Company Name and City Name , Categories Count i.e. Laptop , Desktop Calls etc for Month or for Quarter . I am using Build Information Your Version : 9.3 Build 9309 Latest Version : 10.0 Build 10000 [Details]
Creating a report that shows current open tickets
Hey guys, I'm looking for a report similar to example 1 that's more condensed and easy to view as a widget. Ideally it would have technician names (from support group Help Desk) and the number of "In Progress" tickets they have rather than each status broken out. Example 1: If all the "In Progress" (not completed) statuses were condensed, this would work great. Example 2: Stock report of technician names with different statuses. We don't use Open much so this isn't quite what we're looking for
How to Hide Requester Details after submitting the case
Hi there, I found the code below but it doesn't work anymore. jQuery('[name=selectedCIs]').parents('div.fafr-row').eq(0).hide(); Please help. Thanks,
CMDB REST API - Get Asset Status
Hi, i'm using the API for "Get CI Details using criteria". I´m adding "Asset State" as a tag in the XML for returnparameters, but I dont get any value back. Any special reason to why that dont work? ... </criterias> <returnparameters> <name>CI-ID</name> <name>CI Name</name> <name>CI Type</name> <name>Site</name> <name>Description</name> <name>Asset State</name> ........
Notification: Change Request modification
Feature request to include an 'Edited By' variable for this notification template. It's useful for users to quickly review what was updated and by whom:
Solving the mystery of help desk request reopens
Everyone loves a good mystery. There's just something irresistibly engaging in uncovering what's been concealed. However, when it comes to your help desk, mysteries can be nerve-racking. Take request reopens for example. Do you know why so many requests were reopened this month, or last month? Solving this mystery should be the primary focus for any help desk manager because too many request reopens means customers are not happy with your services, and unhappy customers are not good for business.
Cannot restore data after changing database in SDP v9425
I'm trying to convert my database from postgres to SQL. I've followed the instructions found here (https://www.manageengine.com/products/service-desk/faq-general-modules.html), but I am having issues at Step 6 Restore Data. When I try to restore from the backup, I am prompted for a password. I have tried all of my documented passwords, including the Master Password created in Step 4. My installation uses AD and there is no Administrator account. Can you please tell me what password is required to
Could not start Postgres database, The port 5432 is in use.
Server is starting. This may take a couple of minutes ... Free edition... Could not start Postgres database, The port 5432 is in use. Trying to start PostgresSQL server failed root@sd:/opt/ServiceDesk/bin# Ubuntu 15.04 64 bit, Service Desk version 9.1, PostgreSQL version 9.3
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