Generate report for 'Time Taken to Resolve'
How can I generate a report of a sum of 'Time Taken To Resolve' in 'Work Log Details' on all 'Closed' tickets in a specific time period, against the different type of 'Service Category'?
Office365 - MailFetch Issue
Hi, Out of nowhere last Saturday the ServiceDesk Plus stopped Fetching e-mails. Upon looking at the log files I noticed the following: [12:52:09:721]|[09-17-2018]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[116]: Check if the username and password are correct| Although the password didn't change, nor is it set to expire and I do have the possibility to login to the account through office.portal.com with the password provided in the servicedesk. It doesn't look related to the certificate
Failed to send the notification
Greetings, We have a problem when sending mail from servidesk plus "failed to send the notification" Please help Thanks Regards, Erick Gamboa
Survey report
HI, Need help to provide report query for below values: Request Title Requester Request Created Time Technician Completed Time Rating
Updated to newest AD Manager Plus
I updated to the newest version of ADManager Plus, now I don't see the passwords when creating new users and using the Random Password choice. I only see *****, I really need to know the password. Also, I do not like the new display of adding and removing security groups/AD objects. The new way shows a horizontal view to remove, then to add, takes to a new view, where scrolling and using the page button. This is highly inconvenient, and I want the old view back where I can scroll vertically and
Do you guys update this roadmap portal?
I am looking at the roadmap portal and it was last updated like 5 months ago. https://www.manageengine.com/au/products/service-desk/help/adminguide/roadmap.html
comma (,) and line break (<br>) is always added on the Email Id(s) to Notify
comma (,) and line break (<br>) is always added on the Email Id(s) to Notify field. From my perspective, this is not a clean implementation - why did it pass QA?
Expired Registration question
Our registration period ended last week, and renewal was not put in budget this year. Sales had previously told me that the registered version would revert back to 2 user free edition. Short of new install, is there a way to revert this existing installation to the free edition for now?
problem with vmware vcenter 6.7 on probe linux server opmanager12
After upgrading my vcenter to 6.7, opmanager is unable to connect to vcenter with vmware credentials giving me error:Failed to connect the VMware Host WebService(Device may not be reachable/Credentials may be wrong). windows solution：https://pitstop.manageengine.com/portal/community/topic/problem-with-vmware-vcenter-6-7 How to modify this file under linux(/opt/OpManagerProbe/conf/wrapper_linux.conf)?
Field and form rules
I'm trying to use FAFR to hide the item field if a specific category is selected (on field change). Unfortunately, once the subcategory field is selected the item field is displayed once again. Maybe I'm missing something so I would appreciate some help.
Failure (Can't find resource for bundle java.util.PropertyResourceBundle, key AlertMail.REQUEST)
Hello! I have some problem with email notifications. I've created test alert by Settings - Firewall - Alarm Profiles with notification to admin email. At dashbord i see this allert, but allso have error - Failure (Can't find resource for bundle java.util.PropertyResourceBundle, key AlertMail.REQUEST) Mail server settings is correct, test message is ok. Please help.
Add open ticket queue amount to initial Requester page ?
Hi, we have a report, which shows in graph amount of tickets for each site per category. We would like to show the graph of already opened ticket queue per category to each site requesters, when they login, so that they know, what is the amount of open tickets before them. Is there a way to do this? When I try to customize the self-service portal settings, I cannot see a way to add such information for our users. Any help is much appreciated. Regards, Jan
Are there any means to trigger a custom form to be filled out when a request is edited ?
What I need to do for compliance reasons have the technician answer a series of 5 -10 questions when closing a request - this is for NERC-CIP compliance
Double Technician listed
Hi all, My colleague rename his account to a new technician as he left the company. The other deleted this user and created a new one. Now we have double entry under the action button to assign a ticket. Do you know where in the DB i can fix this view? Tried to search the tables, but can't find any. Thanks!
ServiceDesk Plus 9416 Released
Dear Users, SDP 9416 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9416 : Vulnerability : SD-69292 : Vulnerability of an unauthorized user able to create, edit, and delete currency in the application is fixed. Requests : SD-72110 : Purchase requests couldn't be associated with a service request from the service request. Purchase : SD-70963 : Purchase Requests with similar vendors are not listed in
How to upload the emails that come in as requests to the ticketing system and create tickets
We lost one day worth of data in the DB. How can we import those emails that automatically creates as tickets into the system and put it back in the same format like ticket number, date and time.
[Free Webinar] Eliminating password hard-coding with secure APIs
Hi All, Our next topic for the Password Manager Pro Masterclass series is "Eliminating password hard-coding with secure APIs," scheduled for September 20th. Click here to register for the session. The session will help you make the most of Password Manager Pro's secure API options to get rid of embedded credentials in application configuration files and scripts. Here's a quick look at the agenda for the sixth Masterclass session: Application-to-application password management Creating API user
ServiceDesk Plus Spell Check Dictionary
In the recent past versions I swore there was an option to select Google as the spell check dictionary, as of now in version 9.3 Build 9335 that option is not visible if available at all, we have all our techs wondering why the built in spell check is bad and offers worse spelling/pronounce options then our own. Is there away to change the spell check settings or is it set by the default browser being used? (Mine is Opera LOL)
support group with email
Hello, i need to retreive the list of group and email of this group, first to check which one does not have a email adress and create it. second to create a file that will be use as input in a python scripts. any idea ? SQL, report etc... regards,
Report Request
Hello, Is it possible to find all tickets in a certain status and move them to a different status? I'd like to get tickets that are waiting on a vendor to move back into an open status so they can be followed up on. Any information would be helpful. Thanks, Matt
Alert Technician notification not working with a Business Rule
Hello, I have a business rule configured with an action of Assign to Technician and also have the notification rule on to alert technician by email when a request is assigned. The notification rule doesn't seem to be working, but the tickets are being assigned properly. The technician never receives an email. Is this not the intended function of that particular notification rule? Does the technician have to be auto-assigned in order to trigger that notification? 9.4 Build 9413 Thanks, Josh
Servicedesk not responding
Hi, when we use the mail module of servicedesk, we often get the browser message at the button, that servicedesk is not responding. I know this is a combination of the network, infrastructure and application. Is anybody else having this kind of error? it is quite annoying when you have a lot of tickets and want to use the dialog functionality within servicedesk. We are running the latest version of servicedesk.
Change the status to denied
We're looking for a way to auto change the status on an approval request that has been denied. Currently when we receive a ticket that requires approval, the help desk manually submits it to the appropriate party for approval. Generally speaking, they are always approved. However, lately I noticed that if one is denied, it returns to the regular ticket que and looks identical to a ticket that has received an approval. Is there a way to change the status on a ticket which has been denied to a denied
Technician_cachecount and others
Hi, according to the performance guide I should modify technician_cachecount and others in globalconfig for better performance. However, the parameters are not present in our globalconfig. Can I simply add them? Which category and id should they have? Thanks Michael
Logs about the abnormal termination of the SDP server
Hello. Where can I see the logs about the abnormal termination of the SDP server? Logs by addresses "<SDP installation dir> / logs" and "<SDP installation dir> / server / logs" are empty. Logs by addresses "\var\logs": Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server ... CLASSPATH: /opt/ManageEngine/ServiceDesk/bin/run.jar:...
Survey Skipped users List
Initiated the Survey, some of the Requesters are skipped the survey. How to know who are the users skipped the survey Immediate response appreciated
Setting up alarms for specific thresholds
Good morning I am trying to setup an email alert only for Low Disc Space Alarms however i am struggling to find the option to do this. I can set it to alert when threshold is broken however this is all thresholds and not specific to Low Disc Space. Can you please advise if this is possible and if so how? If it is not possible can i request this as feature? I am using version 12200 Many thanks
SupportCenter Plus - version 8.1 - Build - 8108 Released
Dear User(s) We released SupportCenter Plus - version 8.1 - Build - 8108 Released. Please refer to the Migration path table available here and upgrade to our latest build Refer our Read Me to know about the latest features and Issues Fixed from here. We highly recommend our users to do the upgrade in a test environment first. You can contact our support at support@supportcenterplus.com for any assistance. We will be glad to assist you. Why upgrade? By upgrading to the latest version, you get access
ServiceDesk Plus MSP - version 9.4 - Build - 9409 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9409 Please refer to the Migration path table available here and upgrade to our latest build We highly recommend our users to do the upgrade in a test environment first. Issues fixed SDPMSP-11370 : Date criteria is not working properly in certain cases in custom view filters. SDPMSP-11582 : Unable to save Service catalog workflow when any of the configured approvers has been deleted from the product. SDPMSP-11768 : Unable to
SDP 9.3.9335: Hardware system requirements
Hello. Tell the hardware system requirements for SDP 9.3.9335, depending on the number of request nodes. With respect. Igor Stepanenko.
Add Employee Name into a tabular report.
We're trying to run a report on all access that was removed with in the last 60 days. I've ran the report and can see the requests for each event, however it does not include the Employee name (without opening each hyperlink). Is there a way to add employee name as one of the columns shown in the report? The current report query is: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject" FROM WorkOrder wo WHERE ((wo.TITLE LIKE UPPER('%Please remove all Access to Systems and Facility%')) AND
How do you find out what resources a user is the owner of?
How do you find out what resources a user is the owner of? Error message - can't remove user because they are owner of resources
Multiple Domain conrollers
Hello, I need help figuring out an issue with our AD Manager installation. We have multiple AD Manager installations in our organization to help with a problem of inter site replication delays. Is there a way to have AD Manager target more than one domain controller for AD changes based on help desk roles or OU access?
AD Manager refresh from AD
How often does AD Manager refresh from AD? I updated the description and membership on some groups earlier in the day but 3 hours later the group report does not show my changes. Cheers.
Security Update : Logging key entries while in a remote session
Hello Everyone, Here is a security update for Desktop Central customers. What was the Problem? Logging Key entries while in a remote session Whenever a computer is remotely controlled, all the key entries of the remote user was printed in logs. Latest Fix Released Date : 14-Sep-2018 Reference : https://www.manageengine.com/products/desktop-central/logging-key-entries-vulnerability.html Regards, ----- R Romanus Prabhu Head - Technical Support Endpoint management solutions Direct Support : +1 408
Requester cant show the list of technician or support group to select
Hi I have recently added requester and technician in SDP and login with requester account. When adding a new ticket I am not able to select the technician or any support group to assign my ticket to them. Please help!!
Service stacking update KB4456655 for 1803 not listed in ME
KB4456655 is a Service stacking update for 1803 and must be applied before the LCU KB4457128. I hope Manage Engine picks up on this and includes this in their database update tonight. Thank you! See https://support.microsoft.com/en-us/help/4457128
Unable to upgrade from Desktop Central V 10.0.233
I have been trying to update to the latest build. Every time I try I am unable to restart DC. The tray shows HTTP Port: 0 and HTTPS Port: 0 Service status is starting. I am unable to roll back using Update manager and end up replacing folder with copy of working version. I tried the windows update and that did not seem to resolve the issue. Using Windows 7 Professional Service Pack 1 Any advice would be appreciated thanks
Mac Sierra OS recent patches causes the machine to restart without prompting the end user.
Below updates causes the Mac OS machines running on Sierra to rebooted with out user notification. This issue even by passes the do not reboot option set in Desktop Central/Patch Manager Plus deployment policies. 601384 - MacOS High Sierra 10.13.2 Supplemental - Spectre 601395 - MacOS High Sierra 10.13.3 601396 - MacOS High Sierra 10.13.3 Combo Update As of now there no way to suppress the reboot required for installing those updates. This is due to actual update gets installed during the System
Mac reboots automatically after OS updates:
In MacOS High Sierra(10.13 all versions), Combo updates and Incremental/Supplemental updates for Mac comes with inevitable reboots to complete the installation. This is an inherent nature of these patches and that can not be modified using our Automated Patch Deployment definitions. As of now, you can't skip/postpone reboots. It is advisable to schedule the Mac updates to non-production hours. If you have created an APD task to deploy Mac updates, configure deployment window to non-production hours
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