User Onboarding
I have a question that I hope someone can possibly assist with. We use SD+ as our incident management tool When when do user onboarding our process is for HR to open a ticket. The issue I have is if a user needs access to multiple network locations and applications, approval is required from multiple different business units. Is there a preferred way to gain these approvals using SD+ without having to open multiple incidents and link them together? You cannot send a task for approval off an incident
Fix for Patch Manager Plus server port in use issue
Hello everyone, Greetings from Endpoint management technical support team. A recently released windows patch has some issues which apparently shows ports as occupied when the application server releases its port for a restart. You'll find the known issue note on all the problematic updates as shown below. Known issues in this update Restarting the SQL Service may fail occasionally with the error, “Tcp port is already in use”. This issue is resolved in KB4345459. This has also affected the Desktop
How do I pull a report of active incidents every week?
I need to pull a report showing active incidents every week. How do I do that?
Alert Issue - Triggering at incorrect times
I've run into an issue with a couple of my alerts, and the options I've tried are not working. The alert I am having an issue with is set to email when event 4728 occurs that has a certain group in the event message. My original format was EventID 4728 and message contains Group One. This was working fine until someone added Group One to another AD group. In reviewing the event messages I found that the easiest way to achieve this would be to specify when the message contains TargetUserName Group1.
Fix for Desktop Central server port in use issue
Hello everyone, Greetings from Endpoint management technical support team. A recently released windows patch has some issues which apparently shows ports as occupied when the application server releases its port for a restart. You'll find the known issue note on all the problematic updates as shown below. Known issues in this update Restarting the SQL Service may fail occasionally with the error, “Tcp port is already in use”. This issue is resolved in KB4345459. This has also affected the Desktop
Sending notification failed - outgoing mails
Hi all Anybody else experiencing this issue after upgrading to 9406?
Monitoring of a non-Member Server (Active Directory)
Is it possible to monitor a Server that is not a member Server in the domain. I defined a user/credential for WMI requests in our AD but we have also Servers in a DMZ for security reasons which we would like to monitor too. Is there a way to make this possible?
SDP 9404 to 9414 - how to ?
Hi ALL! I have SDP 9404 in Windows 2016 + MS SQL 2014 as DB-server for SDP. Where is step-by-step guide for update SDP to 9414 ??
Adding new domain
Having problems adding new domain, need help.
Error when trying to run any report
SDP Standard v9414 Whenever we try running any kind of report, we get the attached error message. I have also uploaded the logs here: http://bonitas2.zohocorp.com/zipUploads/2018_07_29_23_42_18_o_1cjjj8huo1ghk1lhdll217sa1bu51.tar.gz Could you please help us sort out the problem? Thank you!
How to Un-Merge two tickets
Is there a way to undo a Merge? One of the users merged two tickets but we want to separate them again. Is there a way to do that? Thanks Bruno
previous week activity
All, I am trying to create a weekly report for the prior / previous week. I have searched on here and found some good examples, but it isn't exactly what I am looking for. Hoping someone can help. Ultimately I am looking for a report the is broken down by category / sub-category, that shows the count of the number of tickets that were open at the beginning of last week, inbound tickets last week, tickets closed last week, open tickets at the end of the week. Going across the line for each category,
Mapping Consumer Edge WAN Links
Hey all, I have a number of sites that are in a logical broadcast domain over WAN connections that are essentially delivered to me as a layer 2 connection. I would like to be able to see these sites represented as having their physical interface connect into something like a provider cloud, which represents a necessary abstraction. Beyond my consumer edge equipment, I have no visibility or access into the provider network, naturally. I've come up with a very kludgy way to do this, but I am hoping
SLA Reports
Is there a way to filter out SLA violations based on who owned the request at the time of the violation? Say technician A owns the ticket, and SLA is violated so technician B picks up the requests, works it, and then resolves it. When I run my SLA report, the violation shows for technician B instead of technician A. I need a way to accurately measure who is struggling with SLA violations. Thank you!!!!!
ServiceDesk Plus SLA Reports
How can I run SLA violation reports that return results for the technician who owned the request at the time of the violation rather than the technician who owns \ owned it? For instance, technician A owns a request and violates SLAs on that request, and technician B sees the violations and picks up the ticket, works it, and closes the request, when I run reports for SLA violations, the violation shows under technician B rather than technician A. I need accurate report results to measure and work
Bulk Cisc Switch IOS Firmware Upgrade/ Automation
Is this possible to do with OpManager? Which module should be used? Has anyone done this? Please share your method. Thank you
Trying to star PostgresSQL server failed
Hello, I moved our instance of OpUtils from an older server to a new one. I followed the instructions here https://pitstop.manageengine.com/portal/kb/articles/migrating-opmanager-from-one-server-to-another I am trying to run the program and getting an the error Ports.properties (Access is denied). I ran StartOpManagerServer.bat and it states port 13306 isn't available, Please free the port [13306] before starting the server. I opened the port in Windows Firewall but still get the error message when
Convert query to show minutes and Seconds
Hi. I have this query that works well in showing the time between 2 statuses. I am running into discrepancies, where the system is round the minutes. Is there a way to modify this query to show Hours, Minutes, and seconds? The query is in MSSQL. Thank you very much. Dave SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",LONGTODATE(wo.completedTIME) completedTIME, woh.OPERATION "Operation",LONGTODATE(OPERATIONTIME) OPERATIONTIME,scd.NAME "Subcategory",icd.NAME "Item",ti.FIRST_NAME
Looking for PowerBI or Tableau dashboard template
Hi, I am looking PowerBI or tableau dashboard template to generate SDP MSP report. does anyone have test it successfully to poll data from SQL database under SDP MSP? thank. you.
Monitors alarms retention on Application Manager
Hi, Could you tell me whether there is a way to keep alarm history for at least one month for a specific or all monitors? Indeed, when I go through the Alarms tab and check for alarm history, I can only check for the last 24 hours. In case of the data are no more present in the database, could you tell me where this data is store in the database? I'm going to extract them and save them in flat file or other database every day. Thank you in advance. Fabrice
Show home page after clicking on new incident
Dear Sir, Is possible when we click on new ticket ,It takes me to home Page.PFA
Does ServiceDesk Plus offer any quick ticket functionality?
Is there any way to form quick tickets where you choose a ticket type from a list of quick tickets, fill out a few fields and close it without having to save it first? This really helps with ticket entry of simple, redundant tasks like password resets. Username, system name, password reset, completed, then save all in one step.
Change task visibility for Requesters
Dear All, We have been receiving feedback from requesters in our organization that they are not able to know the status of a ticket, which has different tasks created. As an example, when we have a new User on-boarding and several tasks are triggered to different teams, for hardware, access to different systems (different teams), phone extension, etc etc. We would like to select some of the tasks to be visible to end users so they could have information of what had been done and what is pending,
[Free White Paper] Common password attack methods and how not to become a victim
Verizon data breach investigations report (2018) revealed that over 43,000 successful accesses via stolen credentials were recorded in 2017. Hackers are incessantly looking for vulnerabilities in any form to intrude into your network. Even if one account in your network is compromised, there's a high chance of sensitive data leakage.How do you prevent this? How do you secure your privileged user accounts and passwords? Read our expert's guide "Shifting landscape of passwords and how to keep up with
Images in work log entries
Hi Any chance you could make it possible to paste images into work log entries? It's very often handy to record a screenshot relating to a job, but at the moment the only way I've found to record things like that against a request is to add a reply to the conversation with the ServiceDesk as the recipient. Not ideal for two reasons. 1, it confuses the 'discussion', and 2 it becomes part of what the requester can see. Best regards, Paul
Deleting a technician
If I delete a technician, what will happen to: - the notes this technician created? - requests that were assigned to this technician?
Linux patch management using ManageEngine - a child's play
Exciting news for Linux administrators! We now support most flavours of Linux - the latest extensions being Red Hat and CentOS, to go along with Debian and Ubuntu. Just cut the complexities involved in APT, YUM commands, and deploy patches hassle-free using ManageEngine Patch Manager Plus! For a list of versions of Linux OS's supported, please refer here: https://www.manageengine.com/patch-management/supported-applications.html To learn about configuring Red Hat settings in Patch Manager Plus, please
Cisco NX-OS
Hi, I am not able to see OS Version in OPManager. I see that info in System Description but OS Version tab says [NA] and link me to cisco IOS Software checker website. I have n3k, n6k, n7k devices. OpManager version 12200 (64 Bit) How can I fix for that? Thank you.
[KB] Office 365 Auditing : 4 activities that you should never miss
Office 365 auditing is an effective way to get insights about user activities, and insider threats. Among the plethora of activities to be audited, there are four must-audit activities, that help you to identify the most common attacks like, brute-force attack, insider attack, elevation of privilege attack, etc. Below are those four important activities that must be audited: User accesses: Know who is accessing your Office 365 subscription, when, and from where. By establishing a baseline of normal
error when running the following query report
When recently updated our Servicedesk to Build 9414 and now we get an error when trying to run the following query report. Query: SELECT projectdet .PROJECTID "Project Id",projectdet.TITLE "Project Title",projectstatus.STATUSNAME "Project Status",projectowner.FIRST_NAME "Project Owner",c.comment "Comments",md.Milestoneid "Milestone ID", md.TITLE "Milestone Title", mdon.FIRST_NAME "Milestone Owner", mst.StatusName "Milestone Status" , LONGTODATE(MD.Createddate) "Milestone created time" , LONGTODATE(md.Scheduledstarttime)
Preventing Ticket closure if tasks are open
Hello all, Is there a setting to prevent a ticket from being closed if there are tasks that are still open?
SD+ IOS app purchase order approvals
Hi All, Is it possible to have purchase order approvals pushed to the ios app? this works perfectly for Request approvals. Thanks Russ
Service Request SLA's
Hi, Is there any way of using Impact and Urgency to drive the SLA for Service Requests, in the same way that it works for Incident? We do get some Service Requests which can be more urgent than a similar request, we would like to be able to automate the SLA definition for these if possible. Thanks In Anticipation Ian
Entering Invoices without Purchase Orders
In our department we receive a lot of invoices where we just want to keep track of them and they don't necessarily have Purchase Orders. We are finding we are using an alternative product to enter and keep track of these because SDP makes you enter a PO and receipt the goods then enter the invoice. Is it possible to just enter invoices without using POs? We are happy to set up Vendors / Contract etc, just dont want to use POs at this stage. Thanks
Hide dashboards for all
Hola, How can I hide / organize dashboards for all technicians? For example, remove everything, leave only one. Now I can only personally for myself.
Asset deletes after associating a request to a new change
Just upgraded to 9.3 Build 9307. When we associate a request to a change (new) the asset is pulled in from the request. However, after we save the change, the asset disappears. Please advice how to fix this Thanks, Tammy
Asset state
Hi, A large number of our devices are just showing as in-store and we don't really want to have to manually change them so, is it possible to have a device marked as in use if the agent successfully scans the device or another alternative to updating the assets state of multiple workstations? Thanks.
Add Requester Through SQL
In ManageEnging Service Desk Plus is there a way to add a user in the back end using SQL? Reason i ask is because i want to add a user to one system that i have sql access to and then have the requester populate to SDP without having to do an import. Any help you can provide would be greatly appreciated.
Mandatory fields for Closing Request for Additional fields?
hi I created an additional field (numeric) witch is not mandatory. But I would like to be mandatory during close. Could not found the additinal fields under "Request Closing Rules". Is it possible? any help? thanks
How do I monitor Skype for Business IMs in my organization?
Instant Messaging (IM) allows users in your organization to communicate with each other using text messages. To keep this communication going, you need to keep an eye on how IM is being used in your organization and if there have been any configuration changes. Exchange Reporter Plus allows you to: Get information about all IMs between users. View the users with the most IM sessions. List details about your users' IM sessions with external users. View the IM filters configured in your organization.
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