Alert group technicians when unassigned ticket is updated - SDF-62584
Hello, Can we get an update on SDF-62584 please? I have found in your forums requests for this feature dating back 10 years, yet no other information can be found. In reply to these requests, for the past 10 years, the only response that are posted is that it is being considered for a future release. Seeing as it is now 10 years later, can we get an update as to when this will be done? Is it even on someone's radar? From the community, I'd like to know how you deal with this issue. Thanks, Éric g.
Scanned information displayed on the asset list page
Hi all, With my Service Desk plus build 9417 I can regularly scan, using SNMP, our network in order to detect and monitor photocopiers machines. It works well doing a great job detecting and then showing, in the attribute details, the total copies printed by each specific photocopier. However this information is buried in the details page of each devices making difficult to have a collective overview of the many hundreds of photocopiers machine installed in our configuration (basically you have
Generating Reports
Hello, Seasons Greetings from ManageEngine ServiceDesk Plus OnDemand! We are planning to limit the number of records you will be able to generate reports for, in the OnDemand application. You will be able to generate reports with up to 15000 records. If you feel like your report's record count is going to be larger than 15000, then you can split the records using the filter options and generate your reports. Note: This limitation is only for the Reports section, the number of records you will be
Notify Incharge of new ticket for their department?
I'm not sure why I am having so much difficulty with this, but after reviewing the documentation I am still unable to find a solution. Apologies in advance if this is an obvious configuration and I am just missing it somewhere! I am looking to notify a Requestor with the Departmental "incharge" role of all new work orders for their department when the default template is used. Can anyone help clarify for me? Business rules appear to only allow notification of technicians. Notification rules affect
Account - Additional Fields
Hi everybody, I want to add a required field in the account module (for example, IDAccount) and can import data into that field in the form request. Anything related to this idea. Hope to help. Thank you very much!
ServiceDesk Plus IOS
Would like users to submit tickets through their phone. Is there a way to customize the IOS template? It looks to only have the site and description for input.
SDP Outbound EMail Customization
Good Morning ME, I am administering ME SDP and have been tasked with making our Outbound emails less anonymous. Is there a process to change outbound emails, from SDP, to show from the technician it is assigned to? We have 13+ technicians that can reply or forward from tickets, and currently it only shows from the Reply-To address set in the Outbound email settings in SDP. I have attached a redacted image to show what I would like to customize after selecting reply in a ticket. Regards, Robert
IPAM - how to modify "System Description" under IP Address information
Hello, Is there a way to modify this field in IP under a specific IP address? It populates when I mirage a CSV file over but it doesn't have a place to change the information after the fact.
Server 2016 not reporting missing updates in Desktop Central
We have several (~30) Server 2016 machines at this point and it seems Desktop Central is not reporting the updates correctly. I can see some updates for 2016 under available patches, but none show up under applicable and none show up as missing on any of my servers in the software. However if i log into the servers and check for updates there are updates that it downloads and installs. I have updated the patch database, rescanned for patches on the servers but none of the updates show as available
change setting for device polling detail
HI, I'd like to change the setting to store device polling detail for longer. I think by default it stores detail polling information for one week. I need to set that for longer. I can't find where that setting is? Please help this is driving me crazy.
Report for all agent currently online
Is there a report to show all current agent that are online or have been online at all during a given day. Or even show all agent that have been active within 24hours. and show what Active directory Ou location they are in. I was able to filter live agent in SOM but the only way i was able to show OU location was to add a custom field and then manually input the value. Is there a way to populate this custom field automatically?
create a script for polling APC UPS info via apcupsd
Hi, I need to poll information from a server running apcupsd which monitors serveral APC UPSes. It's a linux server and on the local CLI (apcupsd is running on) I get the information by apcaccess -p BCHARGE the CLI output is e.g.: "100.0 Percent" remotely from another computer I use: apcaccess -h 192.168.1.231 -p BCHARGE How do I convert this command into a OpManager script monitor? And shall I execute this script from the local server or monitored machine? Best
Does anyone here use Opmanager?
I've been ripping into opmanager from ManageEngine/ZoHo, it's got some issues and inconsistencies that are driving me nuts.. It's what we have right now, and our license is up in a couple months. We're using v11, and there is no upgrade path to v12 at the moment. Have any of you used this? Have you made the switch from 11 to 12? Is there something better in the same price range?
Generate support file
I am trying to generate a support file but the process never completes. Is there somewhere I can look or log file that might be too large that I can clear out in order to have the file generate properly.
Notification on CAB Member REJECT
I know I can turn on notifications for ALL recommendations for a CAB but that's not what I want. I only want to send a notification to the Change Owners and MAYBE Change Manager when a CAB Member Rejects in the Recommendation screen. Would also like to include that CAB Member's comments, name, date rejected etc Possible?
Enterprise Service Management feature now in open beta!
After nearly a year in development, we are in the final stages of releasing our highly anticipated Enterprise Service Management feature for on-premises ServiceDesk Plus, and we need your help testing the beta version. A couple of things that you can do with ESM are: Create separate service desk instances for each business function such as HR, facilities, etc. Facilitate organized service delivery across your organization using code-free customizations and ITSM-based workflows. Maintain a single
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.
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