SDF-25339 - Merge Notifications
Is there any advancement on this feature request? We have issues when 2 staff members put in duplicate requests and not knowing that their case is merged with another. This leads them to think that their request was just simply deleted and understandably causes anger on their end.
Associate Component to User
We created an Non-IT asset called Peripherals and what to assign peripherals to Users. But, the option is not there. All we see when changing the Asset State to In Use, is Associate to Asset. See attached picture. We also want to see Associate to User or Assign to User.
Ticket Numbering
Is there a way to change the ticket numbering to start at a higher number, say 1000? Thanks, Paul.
User Filters Not Applied to Scheduled Dashboard Reports
I have created a Dashboard and applied a user Filter to the Dashboard. If I save the Dashboard with the filter applied and email it the report is sent using the filter. If I then schedule that same report the filter is ignored. How do I schedule a Dashboard report so that the filter is included?
SNMP v3 AES 256
Hi, I would like to know how to solve SNMP v3 AES 256 monitoring requirement urgently, any beta version or current release can support SNMP v3 AES 256?
System and hardware requirements for self service
Hi, What are the system and hardware requirements for self service? We have 5000+ users in the company that could potentially use self service (over 10 different self service request types) but i need to know what the system and hardware requirements are in order to avoid the system crashing if a large number of users start using the system all of a sudden. DB: MSSQL Build: 9.3 Build 9335 Thanks.
Update without running a backup
I ran a backup by hand last night. Today then I try to update it is telling me a backup is recommended and trying to run one. Is it possible to force not to back anything up when I'm doing an update? I'm on build 7611 and I need quite a few updates.
Technician reply custom trigger
Hi there, I want to add a custom trigger when a technician reply to a request through portal, the same way that is possible when a requester does it. Can anyone help me?!!
Unable to restore the Backup
Build is 9414. Trying to restore the backup on test environment. Attached the error display.
Google OAuth
Hi, Does anybody has make the configuration or integration between SDP and Google, to use google´s oauth? Best regards.
[Free Webinar] Diving deep into user roles and management
[Free Webinar] Diving deep into user roles and management Hi All, Our next topic for the Password Manager Pro Masterclass series is "Diving deep into user roles and management," scheduled for August 23rd. Click here to register for the session. The session will focus on user management functions such as managing external identity store integrations and using custom user roles to provide privileges to different types of users based on their responsibilities. Here's a quick look at the agenda for the
Email Reply Not Updating Existing Ticket
We are experiencing an issue with our ServiceDesk Plus where a user replies to an existing ticket and it will not update the ticket. It happens sporadically and we have not been able to find the cause. We have reset the server twice and still we are seeing an issue. We first noticed it when the system crashed due to our server hard drive being full but we have cleared that up. Any help would be greatly appreciated. Current version 9334
KB2538243
Why when I manually check for Windows updates my server reports KB2538243 is missing, however desktop central says it isn't? https://www.manageengine.com/products/desktop-central/patch-management/Microsoft-Visual-C++---2008-Redistributable-(x86)/vcredist_KB2538243_x86.html#
Upgrade to 9400 without no backup
Hello to all, is there any way to upgrade to 9400 build without force a backup? In old versions we could add this line to disable a backup during upgrade: -Dtier-type=BE -DSDBackUp=false Could do something similar in new version? Thanks in advance
schedule service restart
How do I schedule a service restart configuration? I'm migrating an unhealthy server, and need this service to restart periodically. I figured there was an easy config I could push but can't find a way to do it. Sorry if this is obvious, but I'm baffled why I can't find a way to use DC to do this.
Filter Categories by User Groups
Is there a way to only make certain Categories visible to certain User Groups? I know templates can be displayed to certain User Groups, but I'd like to do the same thing with Categories. Or is there another way to filter them by site or region perhaps? Essentially it would be great if when creating the Categories, the same option that's available when creating an Incident Template is available there as well. See attached screenshot.
user onboarding
How do you guys setup user on-boarding process on Service Desk. It seems to me that the task feature might be limited on handing off from one tech to another tech if you have several tier levels. Just want to know how others have setup their new user on-boarding in their ticket system. This entails such things like: Has the computer profile been setup Has Wi-Fi Been deployed out to the computer Has the printer been installed for that specific office location Thanks, Z
Volume of Requests doesn't fit with Analytics Plus and ServiceDesk
Hi, At the moment of taking out the monthly reports to measure our performance, I have run into the problem that in many cases Analytics Plus shows LESS requests than the report I get from ServiceDesk, this is not the first time it happens and I have also tried to import again the database, however the problem persists. It seems that Analytics can't bring "certain" requests from ServiceDesk, since it always adds fewer requests and I can't match the reports: For example (all are "CREATED" requests)
[Tips & Tricks] Updating cached credentials by configuring custom VPN providers in ADSelfService Plus.
ADSelfService Plus can automatically update the locally cached credentials in remote users’ machines as and when they reset their passwords. To update cached credentials, ADSelfService Plus requires the Windows logon agent, bundled with the product, and a command line VPN client to be installed in the users' machines. It supports these VPN clients: Fortinet, Cisco IPSec, Cisco AnyConnect, Windows Native VPN, SonicWall NetExtender, Checkpoint EndPoint Connect, and SonicWall Global VPN. You can also
SDP Mobile App and Assets Scanning
We currently have SDP premise and have the mobile app on our iPhone. We are about to perform a physical inventory of our equipment and wanted the techs to be able to scan our barcode with the mobile app to look up the device. Inside the app, I go to Assets> Scan Assets. The scanner reads the barcode but then says No Details Found. This also happens when I type in the barcode. Is there a way to do what I'm asking? If not we will have to go back to pen and paper.
Request status change approval
Hi everybody Is there some way that a technician request an approval before change the status of a request? We are looking for some kind of workflow that prevents that a technician change the status of a request without an specific approval of a manager Thanks for any comment
Unable to remove date from field
I entered a date in one of the date fields in the default request template. Now every request opened with this template has this date filled in. How do I remove this date from the form?
IT analytics in 90 seconds: Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with your free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
IT analytics in 90 seconds Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
I can not monitor ESXi 6.7.0
Hello, I am trying to add a monitor for ESXi 6.7.0 and it throws an error on me that port 443 is not available. But in my ESXi I have it available. Is there still no compatibility for this version? Thank you!
update drivers with manufacturer's tools
Hello, it could be great if desktop central can manage the tool of manufacturers lenovo (ThinkVantage System Update) asus (asus manager update), dell (dell system detect) which can update drivers of desktop's Regards Cyril COHU
prevent data transfer between host and remote systems
Hi! In web Access, after successful connection to remote systems it's possible to copy text data to host system and vice versa. Is there any way to prevent this type of data transfer? Thanks & Regards
help i cant remove this software
any help
Assigning O365 license - possible bug
When we go into ADManger Plus and O365 Manager Plus and try to assign licenses to recently created user accounts (more than 24 hours old) they do not show up in the user list. If we go into our Microsoft portal and manually add the license the user shows up in the list immediately. Has anyone else seen this?
Setting the Change Approver
Hi We've just installed Manage Engine & so far, so good. I'm setting up the Change Management module & can't see that the ChangeApprover field can be added to the template. Is there was a way of setting the ChangeApprover dynamically on category selection? For example, If the change related to Infrastructure , the ChangeApprover would be set as our Infrastructure Manager. If it was an SQL change it would be set as our DBA lead. I can set up templates for 'Infrastructure Change' or 'DBA Change' etc.
How to disable Windows Update completely for use with Desktop Central
All, I am in the process of migrating away from WSUS and over to using Desktop Central to manage all the patches in my (very) small network. WSUS has been so-so - it worked - but required too much overhead than I have time for. Desktop Central on the other hand - requires very little setup and almost zero maintenance time. This past weekend - I stood up a new Windows 2016 server which is running great along with Desktop Central While I am very familiar with the usual WU GPO settings to get Windows
a report on the tasks assigned in the request
Hi, Can you help me to create a query to generate a report on the tasks assigned in the request? Fields: ID Request (which the task is assigned), when the task is created, to which engineer is assigned, the task description, when the task is released. I want to generate this report every month. Thank you
Ticket retrieval from Archive errors
Hello Team, I have a question about the tickets that have been archived. I am sure these tickets cannot be searched but when we have the ticket numbers some are accessible while some give you an error like the screenshot attached. Just wanted to know what do you think might be wrong with the ticket retrieval? Thanks and Regards, Kishore
Release announcement: Build 3800
Hello everyone! We're happy to announce the release of our latest build 3800 that comes with a whole lot of features. Data Protection and GDPR compliance Analytics Plus rolls out its next phase of updates in compliance with GDPR. With this update, columns marked as 'personal data' will be excluded during export operations. Users can opt to include these columns manually using the column picker. Click here to learn more. Enhancements in dashboard user filters Dashboard user filters will now be
Business Rules with Custom Functions
Hello, I'm trying to setup a business rule with a custom function that when we get an email forwarding from one system with the email test@abc.com and the body of the email has the text line "Submitter: John Doe" I can pull that name "John Doe" and convert that email into an Incident for the submitter/requester and not the email test@abc.com as the requester. Also is there a specific order in which you need to setup the criteria for the business rules? Such as in the conditions requester is first,
Solutions Attachments
My techs are able to view attachments attached to a solution however none of my requesters' are able to see that there is an attachment. Requester can view the solution with no issue but does not see the attachment that is part of the solution. Is this a setting that I can adjust to give them visibility to attachments?
TWTQ: The latest correlation rule builder
Hey all! Here's This Week's Top Question (TWTQ): Q: How do I create rules using the correlation rule builder? A: We are constantly updating Log360's correlation module by adding new rules or features which make it easier to use. In build 11134 of the EventLog Analyzer component of Log360 (released in May), the correlation rule builder has gotten a revamped interface, which makes it even more user-friendly. First, a quick refresher on what a correlation rule is: A correlation rule is simply a pattern
ServiceDesk Plus 9415 Released
Dear Users, SDP 9415 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability : SD-72109 : XSS vulnerability found in the asset details page is fixed. SD-71576 : XSS vulnerability found in Change Calendar is fixed. SD-72080 : Directory traversal vulnerability found in file upload is fixed. SD-71495 : ZipSlip vulnerability found in distributed asset scan is fixed. SD-72568 : Vulnerability in deletion of default
support group owner as changemanager
Hello, i want to set the group owner (support group owner) as the changemanager. i looked at few post but group owner subject is not the most wanted subject. any idea anyone ? Regards, Martin
Change %PMP_URL% email template in PMP
Hi, How can i change %PMP_URL% email template in PMP. I see it as https://server_name but I want to see it as https://server_name.local
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