Importing Sites to Chat Exclusion
Hi, we have quite a large list of Sites (600+), we want to pilot the Web Chat facilities so don't want it to appear for all Sites to start with. Is there a way of importing a list of sites to be excluded rather than having to type and select the 600+ sites? Thanks
Open chrome extension (vnc or teamviewer) as Remote Control without java plugin
Hi, We have problems to open Remote Control from Chrome and Firefox browsers. We would want to know if is possible to call to chrome extension as Vnc or Teamviewer to omit the java plugin from Servicedesk Plus. It would be very good. Thanks
Language selector problem
Hi, I installed the OPM probe in English version, but all the alarms are showing with Chinese after I added the device into OPM. Please advise if any parameter i can check. Thanks
Notifications that tickets have not been asigned
I can't write scripts , if someone could help me that would be awesome At the moment the tech's do not want emails notifying them that a ticket has been created, it's up to us the techs to look at the screen between idle times to assign a ticket to ourselves. BUT, sometimes we all get busy or forget to look at the screen so we would like to be notified after say 1 hour that a ticket is sitting in the Q unassigned. is this possible, how do I make a script that would do this. Help would be greatly
Implement OLA's alongside SLA's
Is it possible to implement OLA's (operational level agreements) alongside / in addition to SLA's? I need to be able to use OLA's to track performance of internal & external service functions that the ServiceDesk team rely on in order to successfully resolve requests in line with agreed SLA's.
Does ServiceDeskPlus support OLA's (Organizational Level Agreements)? If so, how?
We are new to this system, and trying to implement ITSM best practices in conjunction with ServiceDeskPlus. I don't see an option in Admin for OLAs or a means to create these through SLAs. Has anyone enountered this? If so, did you figure it out? All help appreciated!
Manager is removed when User Modification run
Hi there, When modifying a user the Manager is cleared. I see in the Contact tab that Manager is greyed out even if the user has a manager in AD. Is this intentional? I want to be able to get the manager and do something with it in the custom script run after modifying a user but by the time it runs it's already cleared the manager. I see it's the same in your demo ADManager too. We're running Version : 6.6.5, Build 6651. Are you able to help please? Thanks a lot. Nick
Microsoft office 2013 deployment creation
I see that under software deployment there is documentation for how to create and deploy Microsoft office 2010 and 2016 but not 2013. Is the deployment of office 2013 supported in desktopcentral? If so can you point me to where I can find instructions to create a deployment?
Is there a way to re-assign an SLA?
Is there a way to re-assign an SLA that has been assigned to a ticket? E.g. we have the following SLAs: 1) SLA #1: Group = Level 1. Response = 30 mins & Resolution = 4 hrs 2) SLA #2: Group = Level 2. Response = 30 mins & Resolution = 8 hrs Scenario #1: Our tickets go to our Level 1 team which triage the issue and attempt to fix. They respond within 20 mins. At hour 4 the ticket is still unresolved and they get an SLA Violation notice. Scenario #2: Our tickets go to our Level 1 team which triage
Uninstall OpMAnager Trial version
HI there, I installed OpManger Trial version. It worked fine. I wanted to uninstall the software but that was not possible. I decided to remove manually the entire folder C:\ManageEngine\OpManager. Now, I want to reinstall the software (free version) but I have an error message telling me that I need to uninstall the previous version. A screen of the the dialog box is here: <a href="https://imgbb.com/"><img src="https://image.ibb.co/maWruv/Op_Manager_Install.jpg" alt="Op_Manager_Install" border="0"></a><br
OPManager and Probe configuration restore issue
when I re-installed probe with the clean image and restore probe configuration into the system. I found central can only see probe communication status is running but all of original CI information is missed. I have to discover device and interface again, and re-configure detail settings. Any clues for this problem? Thank you.
Compatibility with VMware SRM
Does ManageEngine support replication of a PMP server via VMware Site Recovery Manager? Thanks, - Steve
Understanding the impact of assignment time on your ticket resolution time.
Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time. The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too
Understanding the impact of assignment time on your ticket resolution time.
Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time. The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too
<ask> install firewall analyzer and netflow analyzer in same server
hello i want to ask, can i install firewall analyzer and netflow analyzer in same server?
[Question] How to set up an notification for a network device if interface down
For the network device , I just wanna monitor two port. Go 0/0 Fi 0/0 If down, email me. Is it possible ? *actually , I got a alarm for the all interface up/down. Is it possible monitoring the especially port ?
Count of Support Group assignments
I am trying to report on the number of Assignments made to different support groups. i.e. If a request is assigned to GroupA, then GroupB, then GroupC, then back to GroupA i would count this as 4 assignments. Is there any way that I can report on this?
Tracking changes in the Admin console?
the 'Wake on LAN' feature was enabled on the Admin console which caused many of our systems to briefly lose network connectivity. the action log viewer was checked but nothing was in there indicating who / what / when this was done. is there anything else i can check to see who might have been logged in to our console and made this change?
API unexpected behaviour
http://<servername>/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=key&INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Open_System</value></parameter></Details></Operation> Response <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET_REQUESTS"> <result><status>Failed</status><message>Error when performing required
Prevent technician to create new requester while typing name on a new incident?
While a technician create a new incident, want to prevent to create new users (example misstype name). Is it possible?
Additional Fields on Account Tab Missing
Hi we added several addition Account fields when we went live with MSP. I have recently noticed that this information is no longer listed on the Account tab in a ticket. It just displays the following: Additional Fields Additional fields not available
High Availability FAILURE
Hi, We are currently in the middle of a network swing test, where our primary datacenter has been isolated from the network, and all services have been migrated to the backup datacenter. High Availability in PMP, which has worked in the past, has failed. The Admin/High Availability screen says "High Availability status: Not Running," and "You are currently accessing secondary server." Because of this, none of our technicians can request access to passwords, which is something we need during tests
"Number of numeric characters to include"
Hi, We have finally narrowed down our password reset issue to this field the Password Policy Enforcer. Whatever value we put in for the number of characters to include, users are unable to reset their passwords successfully unless they use a password with this value plus 1. So if the number of numeric characters required is 1 then you need at least 2, if I set it to 2 then passwords will need 3 numeric characters, and so on, for a successful password change. The thing that made this so hard to work
Daylight saving trouble
Hi, I'm having trouble with daylight saving time in Brazil. Although the Windows server is at the correct time, the MSP SDP is displaying the wrong time, as if daylight saving time was already running. The fact is that the Brazilian government canceled the daylight saving time change, which would occur yesterday. Although the Windows Server has been fixed for this, the MSP SDP has not accompanied the operating system. Does anyone have an idea of how I can even manually set the time for the MSP
Help SQL with query
Hi Folks - I have a query that returns all of my pending requests as long as Technician, emailid, request type are filled out. However, there are times people submit tickets by email, therefore, the Request Type isn't filled out. Can you help me adjust this query to return all Open requests where the technician is assigned, the request type is null and the status is open? Here is my query and I added the "Open" part at the end...Thanks!! SELECT wo.WORKORDERID "requestid", wo.TITLE "subject", std.STATUSNAME
[Webinar recording] 7 reports that will change the way you manage your help desk
In case you missed our webinar, 7 reports that can change the way you manage your help desk, here's a recording of the session.
[Webinar recording] 7 reports that will change the way you manage your help desk
In case you missed our webinar, 7 reports that can change the way you manage your help desk, here's a recording of the session.
ServiceDesk Plus 9423 Released
Dear Users, SDP 9423 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-70993 : Option to disable automatic delta scan. Admin >> Discovery >> Scan Settings. Issues fixed in 9423 Vulnerability SD-71557 : XSS vulnerability found in success/failure message pop-ups is fixed. SD-69428 : XSS Vulnerability in the Software Metering graph of the Software Summary page. Assets SD-70892 : In a certain scenario, issue
Cisco AnyConnect SSL VPN session not showing
I am using manage engine Firewall Analyzer 7.2 which showing my ipsec remote access vpn sessions but now i am using cisco anyconnect SSL VPN so its sessions are not showing in firewall analyzer. Kindly guide.
Closed vs. Resolved
New to Service Desk. What is the difference between closed and resolved when closing Incident Request?
Mass Periodic Password Reset and Access Control
Hi, How do you proceed when you have let's say 100 servers, with Access Control (with auto-approval) on their accounts passwords and you need to perform a periodic password reset or even manual password reset ? The task fails with the reason "Make a request to administrator to release the password for your access before attempting change password"... The only solution I can see is to use an exclusion on the account performing the password reset, but this is a bit annoying to have accounts escaping
Separate Line for Resource Info
Dear Support, Is that possible to make the Line separate in each as Mentioned in the PFA
Filter task with Yes on Requires on-site visit
Is this a design flaw? There is no option to filter the Requires on-site visit column.
ServiceDesk Plus 9422 Released
Dear Users, SDP 9422 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9422 SDF-69532 : Advanced Analytics integration for ServiceDesk Plus now offers reports on Project and Solution module. SDF-72903 : Support for Bulgarian language in ServiceDesk Plus Issues Fixed in 9422 Vulnerability SD-68374 : When a vulnerable license file gets uploaded, no proper error message is shown SD-69317 : Vulnerability:
Rules does not after form submission(Emergency)
Dear Sir, Rules does not work after submit a form. All fields are displayed after Submitting the form, even the fields that were hidden under the rules. Technicians see a lot of fields that should not be seen. Some of them are required while they are not in the form based on written rules. This is very important problem and Technicians are confused. Please advise me to resolve this problem Regards GG
SDP Report Query for audit history by changes
Morning, I'm new to this forum so I hope that this is the correct section for this question. Where or how can I get the query used in reports for audit history by changes?
Set Scheduled Start Time of a Task when Triggering from a Request
I have set up the triggering of a Task from a Request using the "Automatically trigger tasks once Service Request got Created" option on the Workflow tab of the Request Template configuration. When a Task gets triggered, the Scheduled Start Time appears to be assigned the current time when the Request is submitted. I have a date/time field on the Request that would be more appropriate to use as the Scheduled Start Time of the Task. Is there any way to set up an "On Form Submit" Field & Form Rule
Hardware video card
I would like the hardware report to state what video card is installed on a windows computer
report: Technician and roles assigned
I would like a report listing the technician and all the roles assigned to them. Please let me know Thanks you
Task: Estimated Effort change after upgrade
We've noticed that the time displayed in Tasks has changed from the actual time to only minutes. v9335: v9405: Is there a setting to revert the time displayed to the original format and not the conversion to minutes?
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