Autoclose script issue
I've downloaded the autoclose.py script from https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status However, each time it runs I receive the following error: Traceback (most recent call last): File AutoClose.py, line 59, in <module> RequestID = request_Obj[Request ID] KeyError: Request ID Is there anyway to resolve this? Thanks.
Add a domain, massively
Hello, I need to add a domain to all Users - Requesters in our company (we have more than 30000 of them) How to do it massively? One user to change the domain for a very long time
how to get more rows displayed in dashboard
how to have more rows displayed in the dashboard. The current 'Requests by Technician' Widget only shows 5 Technicians, 'Others' and 'Unassigned'. How can I increase the number of Technicians to be displayed instead of all the remaining are grouped in the 'Others'? As shown in the attachment. Thanks.
Auto-remediate your incidents using AlarmsOne
AlarmsOne releases auto-remediation to help you prevent or fix known incidents automatically. Now you can define scripts to delete log files, clear disk memory, etc, and run them when alerts are triggered. Auto-remediation actions are executed using an AlarmsOne agent that you need to install in your system. Click here to learn how to install the poller. Once it is installed, you can define the alert criteria and write the necessary script to trigger the required auto-remediation action when you
9412 API V3 question
Hi, We use a lot of custom scripts with SD+ and we are currently on version 9335. Does anyone know, whether API V1 and API V2 will continue to work if we upgrade to 9414, now that API V3 was introduced on 9412? /Rasmus
TaskUpdate Script: Using a user-defined field to populate in the title of a Requests task
Hi folks, Is it possible to use taskupdate.py to populate the contents of a custom field for a ticket within the ticket's tasks? We have a user termination process with a ticket that has about 20 tasks. The title of the request is formed using a form rule and takes a custom field. For example: Customer field = Employee to Terminate: John Smith Title = Terminate Request for user: John Smith. Each task says something like: Task: Terminate AD Account Task: Terminate Salesforce Account Task: Terminate
IT analytics in 90 seconds: Request reopens
IT analytics in 90 seconds: Request reopen rate is one of the most overlooked metrics. Learn why it’s important to keep track of it.
Update Template using CSV with Alternate ID
I'm assuming this will be a feature request but: When updating user accounts, there may be a CSV file from a non-Active Directory system that is the source of updates. Example (and the project) is using AD Manager for Student accounts for a district. As students change grades, teachers and room that data is stored in a student management application. The application uses "Student ID" as the unique identifier. In creating the accounts, we map "studentID" to "employeeID" and have that set as the unique
Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture. To illustrate why you need to track
IT analytics in 90 seconds: Request reopens
IT analytics in 90 seconds: Request reopen rate is one of the most overlooked metrics. Learn why it’s important to keep track of it.
Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture. To illustrate why you need to track this
[Register Now] ManageEngine’s Active Directory & IT Security seminars are back in India
Hello, We are delighted to announce that the our Active Directory & IT Security seminars are all set to take place in Mumbai on October 9 & New Delhi on October 11. Product experts from our ADSolutions team will present the best practices to secure your IT environment. This is the need of the hour as it will ensure that your environment does not fall prey to any of the rapidly rising, weirdly named and any unknown security threat lurking around the corner. They will also share pro tips to manage,
Whats the best way to setup auto assign by site
We currently have three sites and I would like to have the service desk to auto assign tickets to a tech at each site. EXP. any tickets from Site A are auto assign to the Tech that sits at Site A. Thanks for your help!
August 2018 Patch Tuesday Updates from ManageEngine
Hello peeps, Good day. Quick update on the August 2018 Patch Tuesday. New Security Bulletins : 2018-08 Security Update for Adobe Flash Player for Windows (KB4343902) 2018-08 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4343899) 2018-08 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4343888) 2018-08 Security Only Quality Update for Windows Server 2012 for x64-based Systems (KB4343896) 2018-08 Delta Update for Windows 10 Version 1607 and Windows
API Download request attachment
Hi, I can use the API to get the attachment ID, how can I then dowload an attachment using the API? Thanks, Calvin.
AD import stuck at a particular User
Hi Team, I am having a strange issue where ad import gets stuck on the same user every time i run import task. Could you please contact me. I have identified a user and userid from the logs. How can I fix the issue? Regards, Nik
Need a field in Requests View who showme the associated change
Hello everyone. I'm in need of the next one. A field, which can be seen in the Request View, that shows me the associated change (change initiated due to this request and / or request caused by change) to have that information visible at all times. It is possible to make in an easy way? Thanks in advanced for the answers. Best regards. Facundo
Interfaces dont show in export netflow (NCM)
Could not see interfaces in NCM export flow option. The credential ssh is ok since the backup is made. The interfaces are listed in monitoring tab but nos in NCM. any help? thanks you
How to get emails sent using FQDN instead of hostname?
In the generated emails, the links back to the server are listed as https://hostname:8383 but we'd prefer them to be https://hostname.domain.tld:8383 Where can we change this? The cert in use needs the FQDN to be valid.
Migrating OpManager from 64 bit version to 32 bit version
We have an existing OpManager from 64 bit version and we'd like to integrate this with checkpoint firewall. But we're unable to migrate because OP Manager 64bit is not supported by this checkpoint. So, we'd like to migrate from 64 to 32. Thanks
Sending Announcements to Support Groups
Hello, our department currently has a need to send Announcements to individual Support Groups in ServiceDesk. Currently there's just the ability to send to individual User Groups, but no option for sending to individual Support Groups. Since we are split into several groups, this would allow management to notify each group individually. Please let me know if this would be possible to implement into a future release or not. Thank you!
Slow performance on EDGE/IE
Did anyone else experience excessive slowness connecting to SDP with MS EDGE? Firefox and Chrome work fine. Tested on multiple PC's with multiple versions of EDGE/IE.
Explanation of "OnBehalfOf user field is added for raising request on behalf of other user."
I see that this is on the road map, but looking for a bit more explanation as to what this entails. From my view point, it would be great if user 1 who submits an Incident or Request on behalf of user 2 and they look in SDP to see the ticket, that they would be able to just as if it was assigned to them. Or if a Technician creates an Incident/Request for user1, they can add more users to that Incident or Request and they would be able to see the Request, the same way as the one who is actually added
Please help Http to https and ssl
Hi Support Team, I need to change my service desk plus from Http://XXXX.com:8080 To Https://XXXX.com and i need if some one right in browser xxxx.com redirect to https://xxxxx.com for http to https and i need to instal certifecate free fro lets encrypt please help .... Product Name ManageEngine ServiceDesk Plus 9.4 License Type Free Version License ID
sending multiple reports in one excel sheet
Dear sir/madam Is is possible to generate say 5 automatic reports and send it via mail to a group automatically in one excel sheet with the 5 reports different tabs. regards, vikram
Software Deployment fails - Could not copy the installables to the client computer : The system cannot find the path specified.
I'm trying to deploy packages to clients, however this always fails with the error: Could not copy the installables to the client computer : The system cannot find the path specified. Installing the very same packages through the self-service portal works though. I have checked the deployment log and something interesting shows up - as you can see ManageEngine joins the local ProgramFiles path together with the UNC path of the network share of the repository. This, of course, does not exist. > C:\Program
Report all asset of inventory
Please help me, i want to report all asset of inventory 1) Database: PGSQL 2) Version and Build of ServiceDesk plus : 9.2 Build 9225 Please include all Product Type of asset. I want to display the column "Description" on workstation
Resurrect deleted technician and keep history
A technician account got deleted. He is still active in Active Directory so I created a new account for him. He can now get in but has none of his former history. How can I either attach that history to his current account OR delete the current account and resurrect his old deleted one which DOES have the history attached (according to the SQL tables)? So in the below I want to killl user ids 8701 and 9604 and bring 981 back from the dead. Possible? Kind of urgent. Thanks
Deleting a Technician Group
I'm trying to delete one of our technician groups since that department was closed down. When I do, I get the following error message: 'Group is being used by a module. Hence cannot be deleted' Why does it not tell me which module it is being used by? Which modules could it possibly be? Do I have to go through and check all of them? Anyone else had this?...
When do the patch Tuesday patches get synced to the ME database?
We're pretty new to ME DC. How quickly do the patch Tuesday patches get synced to the patch database? I've updated a couple of times today but have yet to see them come through. Thanks!
Changing the look and feel of Service Desk Plus
Hello all, Our organization is about to launch SDP and we have a requirement to change some of the look and feel to align with corporate branding. We have done the basic changes through the Admin -> General -> Theme. Is there any other place we can make additional changes such as the logon screen? (See attached samples) Regards, Stephan
Change Control - Remove Fields or Edit Templates
I am trying to modify the change control module to fit our process. We only have 3 stages "Submit for Manager Review, Submit for CAB, and Closure" I won't bore you with how that works, because i have the flow mostly working. The problem i have is the fields. There are too many fields on the submission page and some of them i can't remove (such as site). I want to make the form simple for people to use. I was going to try to format it more like the implementation stage, so my other option was to skip
Asset reporting
I am awful at creating queries. Can someone please help me create an all asset query report that shows the following columns? 1. Asset Name 2. Asset Product Type 3. IP Address 4. MAC Address 5. Manufacturer Serial Number 6. Asset Tag
How to create report to determine average resolution time for specific Companies?
Hello, I'm looking for some reports on SLAs. Specifically I'm looking for metrics on the resolution SLAs to determine average time to ticket resolution for specific customers. How do I create this report?
Survey reports
After the Survey enhancement, the reports are not accurate. I have multiple answers for the same questions in the same Request ID. On the Survey Report area they are correct but I'm not able to generate a report from there. Please check the attached document. I'm pulling the Request id, Completed Time, Group, Technician, Survey Question, Rating, Rating Value and Comments. Need help with this since most of our team evaluation are based on this survey and the score is not correct.
Multiple issues after update Build 9413
Greetings, After the update "Build 9413" we present several issues that affect our platform, which I detail below: 1.- We are having problems viewing tasks in the quick sub-menu and the button (indicated in the screenshot): And the button don't work: 2.- We can't delete the following Support Group, all requests assigned to this groups have been verified (long time ago), but still doesn't work. 3.- After the upgrade, the "Default" views of all Support Groups are missing, we had to generate the personalized
Notification rule disable
Hello All, Trying to disable any notification rules(ServiceDesk Plus) which is saving correctly. But when going back to the settings page all changes have been reversed. Any idea why this is happening? Thank you. Julian
ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me know the solution Please find the files attached screenshots and logs for more information Thanks
Mange Engine ServiceDesk plus - User login failed
Dear All, I have already installed Manage engine service desk plus - version 9.3 My problem is : 1st, Login OK then close web 2nd, Login again as below process - Open web again/ input address link - When Sevice desk in auto login process, I click login button ==> Login failed as attached picture. This issue happened at serveral user. Please kindly teach me how to fixed it.
[Tips & Tricks] Configuring high availability in ADSelfService Plus
ADSelfService Plus utilises automated failover to support high availability in case of system and product failures. Essentially, this means that when the ADSelfService Plus service fails on one machine, another instance of ADSelfService Plus running on another machine automatically takes over. Before configuring high availability in ADSelfService Plus, make sure that the following conditions are satisfied. Condition 1: Download and install ADSelfService Plus in two separate machines. If you already
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