Delete closed requests older than 12 months
Hi, With GDPR on the table and the general way of how personal data shouldn't be kept for longer than needed I'm curious if there's a good way to delete older requests. I *think* I can do a simple custom view where Request status is 'Closed' and Last Update Time is less than the date a year ago to get all the closed requests that havn't been touched since then. Though I can work with such a solution I'd much rather automate it, cause I have a feeling it's a task that'll get tedious in a hurry. Is
End-of-Support announcement for OpManager build 11500
Hi, I believe you are all aware that we already announced the end of support(July 31, 2018) for build 11500 in our site. https://www.manageengine.com/network-monitoring/eol.html Since we have made considerable changes in UI, product design and integration front, supporting the old 11500 build further may not be possible. So, we request all our customers who are in build 11500 or below to upgrade to the latest. We have also comeup with a consolidated service pack which takes 11600 build directly to
ADManager Plus Build 6640 ( July 2018 )
ADManager Plus Build 6640 (July 2018) Dear users, We are pleased to announce the release of ADManager Plus 6633 build. The highlight of this release are: New Features: Integration with Splunk server: Forward Active Directory log data to Splunk server for detailed auditing. Delegation of Office 365 tenants and G Suite accounts: Delegate Office 365 management and reporting to help desk technicians with the option to assign only specific Office 365 domains and licenses. Delegate G Suite management
Query report for hardware information
Hi, I'm trying to run a report in DC to get me some information. I can't see any default reports that give me that information so I'm wondering if it's possible to do it from a query report. I've tried searching the forums and doing a couple of similar requests. However I can't quite get the desired result. The system is running in postgressql and I'd like the following details. Machine name. System type (eg 32 or 64bit) Memory CPU model CPU speed Many Thanks!
Print Preview Function- How to add ( include) task details?
Hi All, Print Preview function is usefull. But i have some taks in a request, i want to print our request and the same request taks, is it possible? Or there any different method? Report,etc...
Make the most out of Password Manager Pro with our Masterclass series
Hi All, We, the team behind Password Manager Pro, strive to provide powerful security features to ensure that your privileged accounts stay protected. To further help you drive a strong privileged identity management strategy, we're now kickstarting our Password Manager Pro Masterclass, a series of bi-weekly, hands-on sessions led by our in-house experts, to get you acquainted with all features of Password Manager Pro. Reserve your spot for the first session "Discovery and vaulting: Taking central
Feature Request custom view headings
We have migrated from on-premise to cloud based application. It would be nice to be to have different column headings for custom views. Specific example, I created a custom view for all "Resolved" requests. When I add the column heading Resolved time to this view, it shows up on all the other views, including the Open Requests. The open view will only show "open" requests, so it won't have a resolved time in it. I would like to see it gone on my open requests.
Order Guide - Reuse multiple catalog template
In the current design of SDP, it requires us to recreate the same options for every catalog we are developing. Over the last couple of months, I have created several individual service catalog request template for - monitors, laptop, IP phone, wallboard, software, RAM, file server access, internet whitelist, projectors, etc. - each automatically generate individual tasks that every IT support group should perform within the agreed OLA and each request template has its own SLA. In the past with my
Advanced search rexecutes last search everytime you click on it
I have noticed that the advanced search reexecutes the last search that was executed every time you go to use the advanced search. This takes a long time to load the search, would it be possible to clear it some how so every time you use the advanced search it starts with a blank search so it is quick to load? I am currently running SDP 9.4 Build 9409 with MSSQL database.
Delete Table Views in Upgrade to 9.4?
I have been in the process of upgrading a test environment to the latest version, and noticed that things got a little more complicated with the upgrade to 9.4. I have waited for the migrations to complete, but I also found a reference to deleting table views in the database. The only view that exists in our database is the sdp_DateDiff view - is it necessary to delete this one? Or is it more meant for deleting any custom views that admins may have created?
Workstation type
Is there any posibility to specify new type= Server? Because there are already 2 types:desktop and laptop.
Average response times for Accounts
Hi, Is there a way to report on the average response times per Account? I.E. My SLA with my client states that I need to respond to the ticket within a certain amount of time. Ideally, I would like to send a report to each client listing the tickets with response times and a summary showing the average response time. Regards, Leslie
Custom Alerts No Longer Bring Event Message in Alert
Yesterday I updated our ELA to build 11201, and today I discovered that our custom alerts no longer include the event message in the alert emails. For some alerts this is not a big deal, but for our alerts such as "user locked out" it's important to know who is locked out and who was unlocked. When I review the alerts in ELA I no longer see the option to include the event message. I vaguely recall a checkbox option that used to be there, but it's been quite some time since I had to work on these
[Tips & Tricks] How to integrate Zendesk with Active Directory (AD) for password synchronization using ADSelfService Plus?
Last week, we saw how ADSelfService Plus facilitated password synchronization between IBM servers and Active Directory. This week, let’s learn how to integrate Zendesk with Active Directory for password synchronization using ADSelfService Plus. ADSelfService Plus’ Real-time Password Synchronizer helps ensure users have only one password between different applications to reduce password related issues. This means, every time a user resets or changes his/her AD password, the new password will automatically
ManageEngine user conference, London. (September 18-19, 2018)
We're happy to announce we're having our next ManageEngine user conference in London. Dates: September 18 and 19, 2018. Register now. What's in store for you? Get an exclusive sneak peak of the latest products, product features, and attend live demos to understand how the product works. Talk to our experts; tell us how you're using our products, and share your feedback on how we can help make IT better. Connect with peers and find out how top enterprises manage their IT through our real-world
Query Report for Requests Received per week for the last 5 weeks
Good day I need to add a widget to our Dashboard that is similar to "Requests Received in the Last 20 Days" but I need it per week for the last 5 weeks and not per day. I have looked, but there is no way I can edit this Widget or any standard report that I can edit to provide this report. I also tried to look at SQL queries, but without success. Is there maybe an SQL query I can use to provide a similar report, but that show the data per week? Database: PGSQL Version: 9.4 Build 9409 Thanks Ryno
Cannot report on "Impact Details" field
I'm not sure whether this is a standard field in ServiceDesk+, but I'm unable to report on a field called "Impact Details" We do not use this field anymore in most of our templates, but some still have this field visible. Before removing it from the templates in question, I wanted to make sure that no one really uses it anymore, but when I went to Reports this field was not visible to report on ("Impact" is, but "Impact Details" is not). It cannot be selected as criteria, and it can't be displayed
Wrong timezone and time
Here is CentOS command promt output after a fresh trial version installation: [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# date Fri Jan 26 18:42:31 EET 2018 [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# ./java -cp time.jar Time TimeZone sun.util.calendar.ZoneInfo[id="Europe/Berlin",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=143,lastRule=java.util.SimpleTimeZone[id=Europe/Berlin,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]]
Assets with the most incidents
Hi, Is it possible to create a report showing the assets that have the most linked incidents/problems? Thanks
How do I pass the HIPAA compliance audit using Exchange Reporter Plus?
The Health Insurance Potability and Accountability Act (HIPAA) requires organizations to store, transmit, and process health information securely. Healthcare organizations and companies that deal with health insurance need to comply with HIPAA. HIPAA requires organizations to store data securely and ensure no unauthorized access to data takes place. It also requires retention of medical records, policies, and other documents for up to six years. While HIPAA doesn't directly refer to emails, emails
OpManager workflow can not log ticket to SDP MSP
I use 12.3.137 version currently and under workflow the OpManager can not log ticket to SDP MSP. My notification settings is correct because I can log ticket to SDP-MSP under notification settings. Any ideas how to solve it? Thank you. Code Chang
DUO 2FA
Any updates on integration the PMP plugin with the DUO 2FA ?
report on running work timer
Hi, I'm trying to create a report that shows us any tickets for a particular technician whose work timer is currently running. Sometimes techs tend to forget to stop the timer. I'm trying to find a field/property that would show me whether or not the timer is running, but had no luck so far. Is it possible at all? Any suggestions would be greatly appreciated. Thanks Martin
How to Share Query Reports
I have create a Query Report (with the Administrator Credentials) and I want other users to be able to use it. But the Report saved does not appear on the list of reports for other users. Even if I save it as "Public Report". Actually, other users do not have the possibility to see Query Reports. Is there a way to change this? Thanks Bruno
[Free ServiceDesk Plus training] : Masterclass webinar series
Hello there, On April 12th we started our free, eight-part training series on the major modules in ServiceDesk Plus. This ServiceDesk Plus Masterclass series was designed to help you make the most of ServiceDesk Plus and implement ITIL best practices to improve your service desk's productivity. We are nearing the end of the series with just two sessions remaining. Unlike previous sessions, where we discussed ServiceDesk Plus' major modules, these sessions are about additional customizations
Business rules/Triggers
Hello, I'm looking at doing some automations within the application that involves changing the status of a ticket. For example, we use the 3rd party status when we need assistance from vendors. I would like to automate a process where the ticket, once it has been in the 3rd party status for a period of time, triggers a notification to the technician and then changes the status of the call. Would this be possible? I was thinking that we could do this within the Incident SLA section but there is not
Service Request API pull
Hello, I am unable to use API to pull service requests. I am using: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************ I am able to view Incident Requests, but when I try to view Service Requests, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
Closing a dependency
When working with tasks, I found that I couldn't close a lower level task dependency once I completed it. I had to close the parent first, then go back and close the dependent. Shouldn't this be the exact opposite? Shouldn't I have to close the dependents first before I can close the parent? Shouldn't the objective of this function be to create a task list with action items, and close each action item, then close the parent when all actions are taken and completed? Maybe I don't understand the concept
Incorrect Time Zone
Hi, After upgrade to 9207 time is displayed one hour ahead. How to fix it?
change timezone
Hello team. Install ServiceDesk 9.1. How chenge timezone for Moscow UTC +4 till UTC +3. Thenks
Wrong time zone
I have problems with the SD Plus MSP time zone. The server time zone is correct but the ServiceDesk is -2 hours, and that occurs since we reboot the server. How can I set the time zone to Santiago, Chile -3 Thanks in advance Mike
Custom Form Grouping or Labels
When creating custom forms using additional fields is there a way to group like sections of the fields together and separate them from other groups? Also would like to add header or sub-header labels within these sections but i do no see a way to just add a label without a text field or other input widget. Thanks.
Managing WAN links in the CMDB
Hi, Does anyone define their different types of WAN links as CI and manage them this way? If so how are you doing it? Cheers
SDP MSP settings document
Hi, I am looking document can explain more detail on how to use MSP common site or default settings in account detail settings. I read the admin guide from wbesite but the document only tell how to setup it.. did not explain why have this function. My environment has multi-accounts and need to setup default business rule and SLA.. also may need to adjust special SLA for individual account. are there document can help me to understand how to structure the configuration in SDP-MSP? Thank you Code
how to identify differnt accounts when OpManager to log ticket?
does anyone know how to identify different accounts in SDP-MSP when single OpManager to log ticket for multi-accounts? for example, I have account A and account B in SDP MSP, but I only have one OpManager to monitor both of their devices. When I received tickets from OpManager via Log ticket under notification settings. can I identify the ticket is belong which account and create related ticket for A or B account? Thank you. Code Chang
2018-06 Delta Update for Windows 10 Version 1607 for x64-based Systems (KB4284880)
Any one else having issues with this - says it missing but fails to install. If I run it manually says it is not required. ME support have told me they have fixed it but it still isn't working
2018-01 Security Monthly Quality Rollup for Windows 7 for x64-based Systems - Meltdown and Spectre (KB4056894)
Are other people experiencing an issue with this patch returning every few weeks showing it needs installed when the clients already have it installed? When it fails it returns Unknown error code : 2145124329
How can I create a report showing the Groups and the Support Reps of each group?
I need to create a report or a print out of the groups I have and who are the Support reps in each of those groups. Where can I find that? Thanks Bruno
Reports No Longer Contain Hyperlinks
All our reports no longer contain any Hyperlinks. So for example the RequestID and Subject fields were always hyperlinks. I am on build 9307 on my Prod build. My test server is on build 9405. It works fine on this server.
SSH key issue in OpManager
Hi, I use bash to get linux server cpu processor queue length. but my linux system is using SSH with key for login. I downloaded my linux private key and tested under PuTTY in windows to access my linux without problem. but when I upload into OpManager, the test is failed. The following is log information from my OpManager. [10:32:54:488]|[06-29-2018]|[SYSERR]|[INFO]|[401]: com.adventnet.cli.transport.LoginException: Login Parameter incorrecte:\ManageEngine\OpManagerProbe\bin\..\temp\sshkey_10000002106.txtsshkey_10000002106.txt
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