[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
Parts list for repairs
Just getting started with ServiceDesk Cloud. What's the best practice for listing available parts for our laptop repairs in the system?? Thanks!
Minimal permission for restoring *some* databases on SQL Server 2012
I am trying to create a set of permissions where an SQL login can create backups of all databases, but only restore the backups on the TEST databases. Another login should be used for restoring to LIVE (which is on the same SQL server). Here it states: If the database exists, RESTORE permissions default to members of the sysadmin and dbcreator fixed server roles and the owner (dbo) of the database Based on this I have tried making the login the owner of the TEST databases with db_owner db permission,
Support groups
Can tickets be allocated to Support groups . Support groups have been set up but i cannot seem to allocate tickets to that support group i would like my technicians ti pick their own tickets from the support groups that has been set up
ADSelfService Plus 5603 released with enhancements and an issue fix!
The latest build of ADSelfService Plus brings you the single-logout feature and also adds ADFS to the list of identity providers through which users can access its web console. This build also fixes an important issue in the product. Highlights: SAP NetWeaver password synchronization: Synchronize AD password changes with SAP NetWeaver in real-time. Single Sign-on with Active Directory Federation Services (ADFS): ADSelfService Plus adds ADFS to the list of SAML-based identity providers through
AD360 (build 4210) now supports language customization.
Hello Everyone! We have released a new build of AD360—4210. The highlight of this release is the new language customization feature. Highlight: Language customization: Personalize AD360 by modifying any text displayed in its web interface to suit your organization needs. How to update? Update using the service pack. New to AD360? Download the fully functional 60-day free trial now. Got feedback? We would love to hear what you think about this release. Share your feedback in the comments section
Bypass BackUp for ServiceDesk Plus v 9.3 build 9335 for Upgrade to 9.4
I already conducted the full backup for the ServiceDesk and I waited 6 hours for it to complete. Then during the upgrading process it says that it recommends that you backup the system again and it automatically performs the fullbackup, which doesn't make sense if the instructions are to do a back from the start and then run the update manager. Is there a way to bypass it the 2nd time so we can just do the upgrade only? I have edited the file UpdateManager.bat I run it and it still doesn't bypass
application manager
How to setup pop up desktop notification when something unusual happen?
set field value
Hi all, here is the scenario, in short: I have a service request with five tasks each for diferent technicians or groups. Tasks are assigned to technicians automatically based on created dependencies. Technicians can not acces request details based on group membership and permissions but I need to provide some informations to them. For example I would like to set request description value to description of assigned task. Or value from resource item on request form to set as description or comment
What is VIP users?
Hello Friends, What is VIP user?
Prevent ticket creation for users
Is there a way to prevent users from opening tickets, but allow them to check the status of tickets? We want to force all tickets to only be created at the Help Desk, but give the users the ability to check the status of their tickets. I was thinking that you can modify the SDGuest role, but it doesn't look like there is an option for that. Thanks. Dave
Automate OS Updates is disabling the location services after update the OS!
Hi MDM Community, I have the big problema with "Automate OS Updates". For some reasons, I need to set the location services enable. In this case I'm using this configuration: https://www.manageengine.com/mobile-device-management/how-to/mdm-prevent-user-disable-location-services.html?dci&pgSrc=locationSettingsPage Unfortunately, when the OS is updated on the device, the location services is disabled. Sometimes the device are in other city and I cant not pass the restrictions password for the user
Next stop: better network management.
Heads-up! The free training on OpManager is on its way. Every Wednesday beginning September 26, we're going to train you on comprehensive network monitoring, and how you can manage them easily with OpManager. We'll train you extensively in several important aspects of network monitoring and management. Register now > When: 11.30 AM EDT & 6.30 AM GMT | Where: Online Date: Sept 26, Oct 3, 10, 17 & 24 In the five-week training, we're going to cover the following topics: Part - I: Discovery and classification
Custom trigger to modify icalendar content
Hello, Sometimes our people send an Outlook icalendar item to our servicedesk and we have to manually edit the description, because it looks like this : BEGIN:VCALENDAR METHOD:REQUEST PRODID:Microsoft Exchange Server 2010 VERSION:2.0 BEGIN:VTIMEZONE TZID:W. Europe Standard Time BEGIN:STANDARD Etc... How can we change it automagically as a business rule with a PowerShell custom script? Thanks in advance ;-) Regards, Kerim
Contracts Application
Dear All, Can I Link contract application to a Site ? Thanks Samir Saadeh
PMP and SailPoint
I'd like to know if PMP integrates with SailPoint products. Who can help me with it? Regards,
Discard Rate Threshold for switches
Hello we keep getting a discard rate alarm for a switch port (screenshot-43.jpg) However when i go to the monitoring on the device page i can't see any monitoring for discard rates (screenshot_44.jpg) Can anyone point me in the right direction to change the threshold settings for switches? Ideally I would like to do this globally for the 50+ switches that we have
Asset scan
can Agent installed asset only be scanned by schedule or can i run a Agent installed scan when ever i want does not seem like i can
Bug: AD Manager Created User Report uses UTC, not localized time
So, just found a bug in how reports are created and learned something new about AD in the meantime. I am in EST (-5 GMT). If I create a user today at 10:00 PM and even open that user and view the "when created" of the object, it would show me 9/17 , 10:00 PM. BUT, if you open the account, go to the attribute tab and scroll down to "whenCreated", you will visually see "9/17, 10:00PM" but if you double-click the attribute, it suddenly shows use UTC, so now the account is showing that it was created
Remove previous Service Packs
Hi there , I notice that when i upgrade the service packs there are old ones listed and the option to remove these, is it safe to remove these, what is recommended?
More default widgets to choose from for the self service portal
(build 9307) Hello It would be great if you provide more default widgets for the portal. I think it's difficult to make a widget editable, but it should be easy to provide a selection of default widgets. You could provide different kind of "My Requests summary", for example one which includes the number of "On Hold" Requests, or "shared to me" Requests. Best Regard, Markus
What can I do to improve the performance of ELA?
I have installed ELA and use it with a MS SQL Server database running on a different server. I have the ELA app server configured with 16 CPU's, 12 GB RAM allocated to Tomcat server and 4 GB RAM allocated to the log receiver component. However, I still have chronic performance problems. For example, on the main Dashboard, the Log Trend and All Events charts never load. On the Devices dashboard, the Event Count never populates, it always just shows the pulsing dots. What can I do to improve performance?
SQL Server Configuration
Hello, We are evaluating EventLog Manager, and I have a question. When I try to configure a SQL Server database, it is telling me this: To configure DDL/DML Auditing please enable Advanced Auditing Know More The database has an audit already configured so I don´t want to create a new audit object and I also cannot configure the audit to system because it is very large so we needed to configure it as a file Is there any chance to configure EventLog to read the audit files that already exist? Regards
Timezone Updater
Hi Can you help me Can I use this to change the time zone? Java SE Timezone Updater 2.2.0 http://www.oracle.com/technetwork/java/javase/downloads/tzupdater-download-513681.html Can you advise me on the steps necessary to carry it out? Thanks
Choose Tecnician and "None" to show their issues
Hi, I am in 9417 version and I think there is a bug in Personalization views... I had 3 old views where I filtered by Tecnician, which there are a person name and "none". So, I was able to show my issues and all of them without assign yet. But now, when I try to do the same, I choose my name and "None" but when I save and edit again, "None" has desappeared!! Thanks a lot!
ServiceDesk Plus 9419 Released
Dear Users, SDP 9419 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9419 : SD-73208 : After upgrading to 9418, approvers are unable to approve incident/service requests in the Standard and Professional edition. SD-73207 : Upgrade failure occurs if the notification subject and description in custom Change status are empty. This issue occurs in those setups where mapping of old status to new custom status
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me the solution Please find the files attached screenshots and logs for more information Thanks
Both techician and requester for different sites
Hi all in a customer SDP configuration there are a lot of techichian dedicated to support a specific site (called Field) but at the same time they could be requester for a different site (called HQ). There is the way to "switch" view from techician to requester? If i assign them also for HQ they can manage also other tickets. Thanks
Technician Licenses
Hi, How can I see when technician's last logged in by date and time? Thanks, Tracy
Can I add an attachment or link to a document in service catalog request template
Can I add an attachment or link to a document in service catalog request template
Creating request using API, duplicate display name
I create new requests using the API. We have some requesters with the same display name, but unique email addresses. From what I can se the only way to specify the requester is using: <parameter> <name>requester</name> <value>Firstname Lastname</value> </parameter> However, when there are two users with the same name all requests get assigned to the first of them. I want to specify the requester with a mail address since all mail addresses are unique, however
Request - Assign Tech, auto select their group
When assigning technicians, you select the group and then the technician drop down has whoever is in that group. Possible via trigger or other to reverse that? When I select a technician, I want the group to automatically populate with that tech's group. If multiple, give me the first as default. It would automate the assign process and remove a step and also force the group field to always be populated.
Password Manager Pro 9.8 is now available!
Hi, Password Manager Pro 9.8 (build 9800) has been released and is now available to download. This release brings forth integration support for HSM data encryption and YubiKey two-factor authentication as well as the provision to extend remote password capabilities beyond supported platforms via custom plugins. New Features & Enhancements Data encryption and protection with SafeNet HSM Password Manager Pro (PMP) now provides out-of-the-box support for SafeNet Luna PCIe HSM which gives administrators
Support groups
Hi I have support groups set up with technician for each support group , i would like to know how do i set it up so that i can allocate tickets to the support group so that the technicians in that support group can pick the unassigned tickets in their group for instance support group ( Network Infrastructure) all network related calls are allocated to this support group and all technician in this group can view the tickets and pick them from this group
All tickets sorted by hour
Hi there, is it possible to get an overview for all tickets created, sorted by hour. So that I get a table from 0AM to 12pm and the sum of all tickets to every hour. Thanks in Advance. Florian
What is the best way to find out the SR# of a duplicate ticket that has been created
This is a bit of a silly question, but when I create a duplicate ticket, it doesn't appear to put me on that new ticket. It also doesn't provide me with the ticket number (which would be a big help). Aside from having to change filters and look for the newest request, which is time consuming and cumbersome, is there an easier way to get the newly created request number or get to the ticket? Thanks, Adam
Reports standard free edition
Hi I am trying to see whether we could generate reports with the free version of the product. As, I did not see anywhere in the standard version that I could go ahead and create the report. I hope we could, as I would like to generate reports based on critical, medium and low incidents. In that way, the management could see the reports and find out that we meet the SLAs. Appreciate your feedback and help no this. Thanks John
Next Page
