Running 2 instances of ADSS on the same AD
Hello, I would like to know whether it is possible to have 2 separate instances of AD SelfService Plus on the same AD. We want to use one of those as internal and the other that we already have will be external. Would we need separate licensing for the second one? Thanks Zhivko
Two Questions
Hi Question 1: We are using manage engine applications. Eventlog, PMP, ADmanager, Adaudit and other. We have added the admin user of these applications to PMP. How can I change the passwords of this admin user periodically via PMP? Question 2: I added an account for RDP on one resource and I added a different account for the URL connection to the same resource. How Can I do? User A can only RDP connection, User B can only URL Connection
Surveys
Hi, Is there a way to send a survey to a particular user or does it have to be sent out after a certain amount of calls have been closed?
How can I change the list of Default Filters for the requesters?
I cannot seem to alter this list - add a specific filter, or even remove filters. Some of them are very confusing for the end-user. Is this normal ? Do you have a workaround ? Because requesters cannot even seem to create their own views.. thx D
Automatic support group determination based on SAP transaction
Hello, There is an interesting post about requests coming directly from SAP into ServiceDesk Plus. Using this integration, your tickets will be sent to the relevant support group immediately, without any effort from the end users or the agents. https://sta-technologies.com/automatic-support-group-determination-based-on-sap-transaction/ Hope you find this interesting. Cheers, Tamás
Decoding pending help desk tickets using Analytics Plus
Tickets in any status other than 'closed' can be categorized as "pending". These include unassigned, on-hold, and open tickets that are being worked upon by technicians. Pending tickets are a little complex to understand because each help desk has its own way of categorizing them. A classic example is marking tickets as 'resolved' and not 'closed' after answering the customers' question. Some help desks follow this practice to ensure that the customer is completely satisfied with the technician's
SDP - Problem connecting to mailbox
Dear Support Team, Still fighting with a common problem mail fetching from Exchange 2013. Tried everything, all the protocol, ports, enabled/restarted services. Everytime I get FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Please assist.
Decoding pending help desk tickets using Analytics Plus
Tickets in any status other than 'closed' can be categorized as "pending". These include unassigned, on-hold, and open tickets that are being worked upon by technicians. Pending tickets are a little complex to understand because each help desk has its own way of categorizing them. A classic example is marking tickets as 'resolved' and not 'closed' after answering the customers' question. Some help desks follow this practice to ensure that the customer is completely satisfied with the technician's
Custom Trigger Not Working - "Set Request Status to In-Progress upon Requestor Reply"
Hi Folks - In month's past, I implement the solution located from this topic: https://pitstop.manageengine.com/portal/community/topic/how-to-set-request-status-to-in-progress-when-a-client-responds-to-request However, with the 9.14 upgrade, it's not working anymore. I'm also not seeing anything logged in the System Log Viewer. Can someone please recommend a solution? Thanks!
Upgrade failed from 9300 to 9335
I took a snapshot of the VM. I took a manual backup and then did an upgrade. While upgrading it pointed me that it wil not support IE 9 anymore, and I said yes and proceeded. Then it asked me to backup again in GUI. I said YES. as I said YES within seconds I got a message Upgrade failed. I reverted back to the oirginal VM I took a snapshot. I forgot to take a copy of the bakcup file and keep it separate bust just did a REVERT Of the snapshot. Now I get an error message. The services keeps stopping
Change incident catalog icons
Currently using the professional edition of Service Desk Plus and have been building our incident catalog, however, I seem to be unable to modify the icons that are displayed next to each service category without having access to the service catalog module which is slightly bizarre. I found a post (https://pitstop.manageengine.com/portal/community/topic/changing-service-categories-icons) from 5 years ago and SD-49758 being attached for development but nothing since. Am I missing something or has
The most basic ticket reporting - how to?
I'm new to my position as Director of IT and I've inherited a SD SaaS implementation. We have a 3 tech team - with the bulk of tickets falling onto our Tier 1 member. SD is very rich in its reporting - but it seems to leave out the basic metrics that - at least - I'm looking for in the pre-made reports. - How many tickets did we receive last month? - How many did we close? Can anyone point me in the right direction - especially one that doesn't involve creating such a report? Thanks.
Requester - Format for E-mail Id(s) To Notify
What's the recommended standard delimiter for e-mail Id(s) to notify field? Which of the following? A. semi-color (;) test@gmail.com; test1@gmail.com; test2@gmail.com; B. comma (,) test@gmail.com, test1@gmail.com, test2@gmail.com, C. dot (.) test@gmail.com. test1@gmail.com. test2@gmail.com. D. space ( ) test@gmail.com test1@gmail.com test2@gmail.com E. Copy and Paste from Outlook Test <test@gmail.com>; Test 1 <test1@gmail.com>; Test 2 <test2@gmail.com>; How do you convey this format to the end users?
Comments Not Displaying Correctly in Reports
Hello, when we run our weekly project reports the milestone/project comments are displayed with extra line breaks and occasionally some HTML code. This just started since upgrading to version 9414. I've attached an example of how it looks when entered into project/milestone comments vs how it looks in our report. We are on version 9414 and use MSSQL. Please let me know if you need any more details. Thank you!
Asset managing
Hey, i'm trying to manage my IT asset laptop, normally i would have selected a OU and scan periodicaly these device without installing an agent. I see I don't have that option I can only import CSV. How do you manage your asset ? Is there a best practice ? thanks,
Is there a report for the most basic metric?
I'm new to this forum and fairly new to ServiceDesk Plus. I run a small department of 3, including myself. Of the dozens and dozens of pre-programmed reports in SDPlus, is there a basic report that shows number of tickets per week or number of tickets per month? Really basic stuff. I can't find it - and I certainly don't want to program it. Thanks for any direction you can provide.
How to get data monitoring with rest opmanager?
How to get data monitoring with rest opmanager?
Deletion of old patches
Morning, Lucky here from South Africa My patch folder is 13.2GB big, i have patches dating from 2014 up to date, my last patch is 9.4.0-SP-0.16.0 . What is the impact if i delete old patches from 2014 - 2017 to free up space on my server? Are the patches interdependent ? Regards Lucky
Migrate Servicedesk plus from v9.3 build 9300 to v9.4 on a new server
I am planning to migrate the servicedesk plus to Windows Server 2016 and I would like to migrate the older version to the newer version. I see that you all are saying that the DB can only be migrated from the same version. So, what if I install the newest one on a Win2K16 server and want to have the older data to be imported to the new one, how can I do it? Appreciate your feedback. Thanks in advance!
Purchasing Webshop
It would be great if we could have a webshop page in SDP so our customers can raise a request for new equipment by simply selecting items from a webshop style page, then this to be linked to the purchasing section and following the approval work flow etc.
Report on Shared Requests
Possible to get a report that shows shared requests (incidents and service) on hold status? Would like who shared with, when shared, requester, technician, title, request #, created date. using ver 9413 on MSSQL Thanks
Admin Tools Free and firewall ports
Hello. I installed your Free Windows Admin Tools tool. I opened the TCP ports 135, 445, 5000-5002, but I do not get any information from client computers. I made a Windows Firewall diagnostic that says extra ports are blocked. Which ports I need to open? #Version: 1.5 #Software: Microsoft Windows Firewall #Time Format: Local #Fields: date time action protocol src-ip dst-ip src-port dst-port size tcpflags tcpsyn tcpack tcpwin icmptype icmpcode info path 2018-01-18 15:10:00 DROP TCP 192.168.20.2 192.168.20.29
technician notification rule is not working when a new request is created
technician notification rule is not working when a new request is created, did anyone got any idea about this. our build is 9.4 Build 9416.
Some of the Technicians not available suddenly.
Hi All, I have removed one Admin user from ServiceDesk plus. After that, some other users got removed from Technicians list. While assigning the ticket I am to view the technicians. But While closing the request automatically goes to the unassigned state. Is there any options to retain back. Thanks, Vinoth.
Import Telephone Numer
I would like to import the users' phone number
ADManager Termination Process: Moving a mailbox using a powershell script in Automation
Hi folks, I'm try to automate our termination process. I just spoke with Santos about the possibility of moving this account using standard selections, which he said was not possible at this time and put in a feature request. However, is is possible to put a Powershell script to move a mailbox within the Automation Policy using the Custom Script? The example refers to vbs scripts, but would it be possible to use a powershell script here? If not, can we accomplish a mailbox move (from one server
Multiple contacts for the same account
When there are multiple contacts associated with the same account how can I set them up to see each other tickets? I've tried using each of these settings but no luck. All requests from their account (Primary Contact) All requests from their account and sub account Thanks Clare
Workaround for Filezilla Client Download Failure
Problem: Downloading Filezilla patches fail due to download link containing Hash Keys. Resolution: Follow the steps below to download Filezilla Updates and upload them to the patch store: Download the Filezilla Patch from the vendor site. If you are using Patch Manager Plus build 10.0.282 and above, you can use the upload patches option to upload any downloaded patches to the patch store directly from the console. Learn how to upload patches to the patch store using upload patches option. If you
Report on Requester tickets
I need a report on a requester's tickets with ticket details. I do not see anything in the canned reports that resemble what I need. Could someone give me advice on how to build that out?
Archive searching
Guys, I have some older tickets (few years) with some crucial information. How can i search the archive? This is rather important, because i use my older historic tickets quite frequently. I've set it to three years now (last year). With regards, Sven
Can OpManager workflow to solve probably down issue?
Hi, I found my OpManager probe will send "probably down" message to my central server, but device is alive. is it possible to use workflow to solve this issue or are there any better solution to troubleshoot this probably down issue? Code Chang
PowerShell vs. Exchange Reporter Plus: Mailbox size statistics
One of the key things an Exchange administrator does is monitor mailbox sizes. Email is the primary means of workplace communication. As the number of emails exchanged in an organization increases, so does mailbox size. You need insight into how the average user in your organization is consuming mailbox space for better capacity planning and resource management. Monitoring mailbox size using PowerShell scripting: The Get-MailboxStatistics cmdlet is widely used to fetch mailbox size insight. The PowerShell
How to create a report to search for keywords within the subject of a request
Hi team, Can you help me create a report that will search for key words within the subject of a request? For eg: Printer, laptop etc., Currently, I don't have such a report but would like to know the number of requests being generated for each keyword.
Desktop Central service wont start
Hi I have just installed Desktop central 10 on windows 10 and everything was working fine after install. After restarting the computer, I received a reminder that the service was stopped. Not sure why this, I would be grateful if someone could lend me a hand.
Java tunning
Hello, Which can be the best optimal values for: wrapper.java.additional.19=-XX:PermSize, wrapper.java.additional.20=-XX:MaxPermSize, wrapper.java.initmemory and wrapper.java.maxmemory when using Windows server 2012 R2 64 bits and a 64 bit version of Java
Tasks Management - How to give technicians access to "open tasks" and "all tasks"?
How to give technicians access to "open tasks" and "all tasks"?
Service Desk Plus - Notification Rules
Hey There, I have setup the free version of service desk plus (5 technicians) I have Notification rules setup eg: Acknowledge requester by e-mail when a new request is received. They don't seem to be sending out automated replies. Is this functionality available on the free edition? Thanks Matt Also – the email settings are all working I can send and receive emails through the service desk no problems.
Archived Logon Events
I have an audit today and the client wants to see logon and logoff events from 4 months ago. Our logs are archived after 30-40 days. I tried loading the archived log, but once loaded I can't do a logon or failed logon report, it shows no data. It seems I am only able to do a search of the archived log in it's original format. I did a search using event ID = 4624, Severity = Success and it shows all events with a 4624 ID, but the logs aren't in a very easy to read format and you can't really tell
ELA - Problem with Log Collector Alert
Hi, I have an installation of ELA, but send me this message. Thank you for your help.
New Survey Report
Hello, Could I assign Survey Report to an user that isn't Admin? This report is very useful if you are able to share it with users that aren't Admin. Best regards Sebastian
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