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 ..?
Reply template multiple lines text
When I create a new reply template form in Templates & Forms / Repli templates and this text is formatted in several separate lines When I later want to use this template, all lines are merged into one or no texts at all I tried the table, but the table was lost I send pictures attached pc1 is a img in whot form the template is saved 3.jpg is img of what a template looks like when I select it in a conversation Is it possible to write a reply template in the separated text lines or to insert a table
Why is a 4 year old ASP (IIS?) patch suddenly showing up today in Desktop Central?
Doing some maintenance today - and saw this patch being referenced for 4 of my Windows 10 machines: https://www.manageengine.com/products/desktop-central/patch-management/Microsoft-ASP.NET-MVC-2/AspNetMVC2.html This patch was issued well before the existence of Windows 10 and appears to be for IIS? I will stand down as I do not believe this is actually a thing - but please check it out ASAP. See attachment for what I am seeing inside of Desktop Central Thanks, B
Deleted unmanaged monitor still showing under monitors
I have two unmanaged monitors that had been deleted. I'm able to delete these and it won't show anymore under Monitors (good). However, after a few minutes these show up again under Monitors >> Unmanaged. How do I remove these for good? Thanks!
Report on printer status (total copies printed)
Hi all, With my Service Desk plus I regularly scans, using SNMP, our network in order to detect and monitor photocopiers machines. It does a great job on showing in the attribute details the total printed copies status of a specific photocopier but as we have hundreds of them I wondered if it was possible to create a report that would provide a collective overview, listing for each machine, the total copies printed by that machine and possible, other parameters as ink level, paper level etc.. My
PMP DB Backup Reports
Hello is there a report template or a way to Report on PMP postgres DB backups? We would like reports that say the database backup was successful.
Is possible to add a Change workolog via api
Hi,is it possible to add a change worklog via API?
How to associate multiple incidents to a problem record
Hi I am trying to use your Problem Management for the first time. I am unable to link incidents from multiple different customers to a single problem record. How would I do this for multiple customers? So for example if we had a Data Center issue and multiple customers opened an incident ticket - how do I tag all the incidents to a single problem record? Having a separate problem record for each customer defeats the purpose of Problem Management. I am hoping I am missing something here.
Uploading Requesters to amend user details
is it possible to amend current information for the requesters using CSV uploading without overriding information already on the system?
Create new case upon another case due date
Hi! I wonder if it is possible to create a new case when the due date of another case has been reached. We are trying to find a easy way to deliver and retrieve licenses to our users The scenario is this: A user creates a new case where he sets the start and stop date of the period when he's in need of the license. A technician picks up the case and gives the user the requested license, and therefor markes the case as solved. When the due date of the requested period has come another case should
How to measure closed requests by requesters? (via email link "Close Request")
Hi, (Previous issue report) As the title says, at the moment when the requester confirms the solution through the RequestCloseLink (sent in the resolution by mail) and clicked the box "Close Request" the system immediately change the previous "Request Closure Code" set as "En Espera de Confirmacion" And leaves it as " "Not Assigned" Previously I had already reported this issue, but even the current version is still happening. If you can not repair this problem (for design concepts, etc.), is there
how the time of technicians calculated if the incident spans different technicians
how the time of technicians calculated if the incident spans different technicians
Where is Service Owner defined in Service desk Plus
Where is Service Owner defined in Service desk Plus
Desktop to Laptop - how to ?
Hi ALL! I have SDP 9421 and asset scan show all Laptops as Desktops - why? How i can change it ??
SDP won't start
Getting the following error when starting via cmd line from Manageengine\ServiceDesk\bin... Error Occurred during initialization of VM Could not reserve enough space for object heap Error: could not create the java virtual machine Error: a fatal exception has occurred. Program will exit Installation environement: Host: VMWare v6.5 Operating System: Server 2012 with 8GB RAM SDP Version: 9408 Architecture: 32 bit version
Crash on reboot
Our production instance has recently started crashing when the server receives an update and has to restart. Shutting down the services and restarting the server won't work. Problem seems to be with MS SQL connections. If I stop the services and have the DBA close all active connections, a reboot then starts everything immediately. Error logs mention not being able to make connection. We're on 9414 would this be a bug or is this a known issue? It doesn't happen in out dev or test environments. Prod
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