SDP does not receive mail
Hello. When saving the settings for receiving mail, I get the message "ERROR: The email parameters have been successfully saved." The certification path to the requested object could not be found. Please configure to apply the trusted / self-signed certificate. ". Protocol POPS port 995 interval is 1 minute. Original message: "ОШИБКА:Параметры эл. почты успешно сохранены. Не найден путь сертификации до запрошенного объекта. Пожалуйста, настройте для применения доверенного/самозаверяющего
IMAP / POP Statistics
Hello, is there any way of detecting the usage of IMAP and POP protocols by user? Ideally the amounts of bytes that were dowloaded in a particular session.
link and merge incidents
Hi Would like to know in what case should we link request , merge them, or add a dependency. Thanks
Resource Mandate
is there a way to mandate a resource in a request via form field rules?
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible.
[Webinar] What GDPR means to IT security admins?
Hello everyone, The biggest challenge to every IT security admin in complying with the General Data Protection Regulation (GDPR) is detection and reporting data breaches within the 72-hour deadline. As an IT security admin, you would've reworked your enterprise's security strategy to prevent data breaches. But, what if it still occurs? Do you have measures in place to instantly detect the initial signs of a data breach and stop it before it sweeps personal data? Have you deployed technical measures to
FAILURE: We are sorry to inform you that ManageEngine Analytics Plus DB row have the maximum limit
We are using SDP 9414 and integrate it with Analytics Plus. When I wanna to sync data from SDP to Analytics Plus show me attached error. We have Enterprise Plus license for SDP and also have Professional license for Analytics Plus. What Should I do? Does this sync operation related to limitation of 500,000 row in once or No? Should I use CSV Analytics Agent tool? Thanks
Airwatch MDM with Configurations
We're trying to deploy the ADSelfservice mobile app to our company phones with the configurations already in place. We received the configuration key value pairs, but for some reason this isn't deploying with our app. Has anyone else ever pushed the app through Airwatch, any tips or tricks to get this done correctly?
Survey Reports after version 9414
I'm trying to get survey detail by survey and question. I used to have a report that ran fine < 9414. With the new survey tool AFTER 9414 was there a complete overhaul of the surveys? My report I got from the SDP team is pulling less. I want a report including request ID, survey name, question, response and answer value. Any hints or do I just need to start fresh because the table structure changed to drastically? Thanks. Using MSSQL on v9414
Incorrect time !
Hello, I manually updated the Time Zone with tzupdater.jar but we still have incorrect time (it's 1 hour behind computer's time) as you can see in the print screen. What's the solution ?
Custom script - format checkbox group on a single line with comma separation
Hello! I'm wanting to take the selections in a checkbox group and format them into a text field with each option separated by a comma. I want to do this in a custom script when the form is submitted under Field and Form rules in a service request. The resulting field will be used in the description of a child request that is created via a separate Python script. This script is based on one avaialble on here. Anyone able to help me with this? Can't seem to get my head around it! I get by with the
Multiple Request Surveys
I have a default survey with no criteria and another request survey targeted to a specific users as they requester. When that user closes a request, they are only getting the default survey email and not the other one. Can I only send out 1 survey (on version 9414) or does using the DEFAULT limit me? I need to test this new survey against a user before we can go live and it doesn't help if I can't fill it out. Please advise. Thanks
DesktopCentral Asset Scan No Longer Importing into ServiceDesk Plus After Upgrade to 9414
Hello, After upgrading to 9414, our asset integration with DesktopCentral appears to have stopped. The automatic scans have not completed successfully since the update, and when I try to scan an asset manually, it says "FAILURE: Failed to communicate the agent" Has anyone else come across this? Thanks, James
Asset Reservation
Hi Users, We are in-progress of analysing Asset Reservation feature in ServiceDesk Plus and We need your help !! Feature: The asset reservation feature makes it easy for end users to reserve company-owned equipment from a centralised location. Feature Aspects: End user will have asset reservation section in their self service portal(Home) page, so that the reservation can be easily done. Reservation page will have advanced filters so that users can comfortably refine the asset list and choose
Request Collaboration change default port?
Hi there, Our Request Collaboration isn't working (warning when another technician is in the same ticket). I've done some searching and found that the server.xml needs a connector entry with port 8081. Using netstat I can see that port 8081 is already is use by another windows application (check_mk_agent.exe). So we've changed 8081 to 8082 in the server.xml. If two technicians go to https://servername:8082 and look at the same ticket they see the notification. But when using the normal link ( on
Add ref # to recently viewed
Feature request to add the related reference number (ticket #, task ID, Change ID, etc), in addition to the title, to the view of recent items. Technicians speak in terms of numbers and tend to reference a request by # and not title -- especially when handling multiple tickets.
Forwarding Server setup stuck at "validate"
Our license expired (assets admin was on PTO, so we couldn't apply the new license in time) and our Forwarding Server somehow got 'de-provisioned'. We’re having to reinstall our forwarding server (“FS”) because (presumably) of the expiration of the license. It was only yesterday that we noticed our WAN agents were not communicating with the FS, and when we accessed it, it looked like the previous configuration no longer existed, so we’re in the process of reinstalling it. Running Wireshark on
ADManager Oracle Setup
Are there instructions of how the Oracle client/drivers should be setup on the ADManager server so that the integration will work
How to report all 'Open' tickets where the status has been changed to "Pending"/"Solved"?
Hi there, I'm looking for a way to identify tickets where the status was changed from 'Open' to 'Closed' or 'On hold'. Basically, what I need is to be able to look at the number of tickets 'handled' by our technicians, rather than the number of tickets 'resolved' every day. Thanks.
Adding Change Approver
Hi, Can anyone tell me how exactly do I add change approver for each accounts I have in MESD? Thank you.
Service Catalog - Export to file
dears, Hi, I want to export service catalog to a file (excel). would you please assist? BR
Restore DB to new server
We need to move our ServiceDesk Plus server to a new VM and for that i installed the same version (9.3.3.5) on the new VM. I tryed the to restore a full backup (Mysql) to the new installed server with pgsql. However as per the restprestatus (attached) it only partly restored the DB. any idea what went wrong? regards Matt
SLA Escalations not working
Hello, We are using build 9021 on a MSSQL DB. We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated. However, these are not working, the SLA escalations do not get activated when required. Please advise
Technicians screen is blank
Technicians aren't visible. The only visible part on the screen is : Users - Technicians association for All Sites. There are no technicians visible for it. Which is why I can't change/remove them. Adding isn't possibile either since we already have 5 technicians although 2 aren't working here anymore. Could you guys please help us out.
Unable to update User details
Parameter (checkbox Enable to access Desktop and MDM Plugin Functionality) not saving Technicans not migrate to DC If remove the checkbox from the previously added Techniques, it has disappeared from the DC You can not add it again ServiceDesk 9416 logs: [com.manageengine.servicedesk.setup.util.DCTechnicianUtil]|[WARNING]|[118]: Exception | com.manageengine.servicedesk.utils.DCException: Unable to update User details . at com.manageengine.servicedesk.setup.util.DCTechnicianUtil.updateSDPUserToDC(DCTechnicianUtil.java:296)
upgrade path duplicity
Question on the migration path, we are currently on 9120 and want to get current. There are TWO entries for version 9120, the first says upgrade to 9121 then 9200, and the second says to upgrade directly to 9200. My question is which is correct? The upgrade path link: https://www.manageengine.com/products/service-desk/migration-sequence.html Thank you.
Can custom triggers be set to execute when a request is approved?
I am attempting to create a custom trigger that executes upon a request being approved. I saw in another community post where a ManageEngine employee gave directions for deploying a custom trigger that included instructions to set the trigger to execute "when a request is approved." I do not see the option to execute a custom trigger when a request is approved. The only options I see are Created, Edited, and Created/Edited. How can I set a custom trigger to execute when a request is approved? Version 9.3 Build 9335
Join Applications Manager at Oracle Open world 2018!
Team Applications Manager is all set to attend Oracle Open World 2018! The conference is all set to take place from October 23rd to October 25th. While strolling through the South exhibition hall at the Moscone Center, you'll see a row of booths. Visiting these booths will give you an in-person perspective on various businesses, discover new technologies, and develop new business connections. Applications Manager will be at booth #4500. Top reasons to visit booth #4500: Unravel the scope of Oracle
Powershell to get latest conversation title
I need to update the SR Subject based on whether the conversation title has specific words in it. I can create a custom trigger to fire when there is a new conversation added and I know how to update the SR subject ($obj.Request.Subject) but how to I extract the Conversation subject/Title from the JSON file? 9.4 Build 9401 Chris White Horizons Regional Council New Zealand
Windows cluster node VM is not discovered as part of vCenter while doing discovery
Hi, While discovering vCenter in OpManager, it is failing to discover VMs, which are part of windows cluster. Though it is listing as part of vCenter during discovery, it is not actually getting added in inventory. I also noticed, it is not taking correct IP when VM is getting listed during discovery. That may be reason why it is not added to inventory. Any help? Thanks,
Win10 1809 updates paused - Updates marked as "Not Supported" in Patch Manager Plus
We have official news from Microsoft, having paused the Windows 10 October 2018 Updates (Ver. 1809) for all users after issues of files being missing were raised. Hence, updates related to Windows 10 version 1809 will not be supported by Patch Manager Plus until the issue gets resolved. If you've already created a configuration for the upgrade, you don't have to worry about missing any file, because we have moved all updates to the "Not supported" category. Note: If you have manually downloaded
Custom Triggers and Checkboxes
I've recently upgraded our SDP environment to 9418 and I'm really pleased with the improvements made to the incident templates however, I've realised that Custom Triggers do yet seem to allow Checkboxes/Multi Select fields to be used as matching criteria for execution. Is this a feature or at least a feature coming soon? Thanks.
Translation module
Do you plan to revamp your translation module?| At the moment it is very hard to translate interface as you can't view what exactly you translate. For example the word "Assign" https://i.imgur.com/no6BlpC.png there are more than 5 places where this word need to be translated and some of them already translated (in my case to Russian) out-of-the-box, and you can't distinguish translated out-of-the-box strings from non-translated strings. You can't even use Search to find which Russian strings refer
[Solved]: % of Requests within SLA and Analytics Calculations
Hi, I have a question regarding obtaining the SLA percentage: I'm currently using the "% of Requests within SLA" filter to obtain the monthly percentage of fulfilling SLA of our company, I never delved into how Analytics Plus obtained this percentage, until I reviewed the information in the complete table and found some inconsistencies: It's assumed that the SLA is measured by 2 concepts: Overdue Status: Resolution time expired (in our case 4 hours, which is the most important I assume). First Response
Sites in ServiceDesk
Hi I see that you are not able to choose the drop down list for Servicedesk as a regular user but the Sites are only visible to Technicians and Admins. Please, let us know how we could enable the sites options so users can choose the sites that they belong to. Thanks in advance
SDP data integration into BI - Where to find information?
Hi there, we're working on integration of SDP data into our BI software and our dba is asking: - where can I find the information about the real ticket total resolution time, only considering working days/hours (8 hours/day and 5 days/week)? - where can I find information about Technicians scheduler entries? we're on SDP 9.4 Build 9415 and Postgres Thanks a lot in advance alessandro
Unable to login using currently logged in AD account
Since upgrading to 9800, I have found more than one AD account that can no longer use their current logged in account to remote to resources. The option is greyed out. I fixed one account simply by deleting them from PMP and re-importing them, but I don't want to have to do that with every account, especially mine, seeing as how I'm a SuperAdmin.
Zoho Desk or Support Center
Hell, I'm really confused, Zoho has 2 very simmilar solutions. What are the specific niche for each solutions. Are they going to be integrated into only one?
Custemize ServiceDesk Plus
Hi everyone, i want to ask: Can I edit the title? (attach) Can I create more similar menus? (attach) Hope to get help Thank you very much
[Tips & Tricks] When you really need a useful description in ServiceDesk Plus
Do you often struggle to get your service team to enter meaningful information into a request description other than ‘Done’ or a copy and paste of the request subject? Here’s a little trick we employed with one particular client to get the team into the habit of considering what they were actually entering into the description field in a request in ManageEngine ServiceDesk Plus. This little trick employs ‘Field and Form Rules’ on either an Incident or Service Request Template. In this particular case,
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