Query reports in SDP On demand
Hi I may be being daft here, but how do I create new query reports on SDP On Demand?
Error in Back-up after upgrade to 9414
After upgrade to service desk plus 9414, the backup schedules doesn't include file attachments and it gets back error. The backup is just include data not attachment files and it says partial backup.
Multi-stage Approval Requests
If one stage rejects a request, but after receiving additional information wants to approve the request is this possible without resubmitting the request and making the higher level approvers process again?
July 27 - Updates - Have ideas
Solutions I am the admin of our solutions. It would be great if I were notified of comments added to a solution. (I didn't test to see if this occurred or not.) Broadcast Message I have my techs in IT Groups. I would love to be able to send out a broadcast based on these groups (in addition to just Technicians and Requesters). Would also like to be able to setup either a business rule or form rule using the broadcast message. My Pending Requests and Tasks While I now do see tasks under this option
Login with AD account from mobile site not working (works from desktop site)
We use AD authentication, and I can login from SDP’s desktop web site AND from IOS mobile app to SDP. BUT, I cannot login from the mobile site that is displayed when I use my iPhone’s browser. I’m getting a message saying “Username or password incorrect” (but the password works fine when I request the “desktop site” instead). See attached image for reference. The problem is that our users and technicians use the mobile app, and when they are reading requests’ conversations that have links to any
Adding a Service Monitor
Hi, I am trying to add a service monitor for one of our servers but I'm getting the following error: 'Windows services could not be monitored for this device. To enable windows service monitoring, you have to configure an administrator username and password for this device.' How do I rectify this?
Change Status when a reply is received from the Requestor
Hi, We currently put Requests into a Status of 'Awaiting Customer Response' when we ask a question of the Requester. Is there a way to automatically change the Status, thereby starting the SLA clock, when the Requester replies? Thanks In Anticipation Ian
Simple(?) username change.
We're changing our naming convention for a large group of our AD users (in various OUs). I've got a CSV list of all the new desired Usernames. New to ADManager Plus, can someone point me to the right place to see how to do this? I suspect it's simple but I can't quite figure it out. The Sample CSV I grabbed is a bit confusing - it has the "sAMAccountName" field and then other fields that I don't intend to change (so, seems like a poor sample for me). What do I need in my CSV to identify my current
Desktop Central report computer with FileVoult
Hi, how can I get a report about FileVoult enabled (and details) computer? Regards
CMDB Baseline
Hello We are trying to implement the BAI10 Cobit process which refers to having a baseline for your CMDB. I was checking past posts and I found that this was requested in SDF-52890 4 years ago but I didn´t find any additional information. Is thsi a feature on SDP? if not, how do you recommend us to manage a quarterly snapshoy of the CMDB that we can use to track changes? Regards
Attachments in solutions
Hallo. When I insert an attachment to a solution and close the request, it is not sent by mail to the author. I have to first send the attachment through the answer, then close the request. This is not convenient, because many authors do not use the portal, but only by mail. Thank you and have a nice day.
Hide the List Mean of the Incidence request & service request
Dear Support, Is possible to hide the List of the Incidence request as well as the Service Request..PFA
Solve and Close button for requester...
Fradmin 03 Aug 2018 11:37 AM ( just now ) Hello, is there any function within the software, which allows the requester to close the incident without the need to solve it from a technician first? Preferably would be an button like "Solved, close now".. Thanks in advance guys! Fradmin
Upgrade Manage Engine from 9.2 (9238) to 9.4 (9414)
We need to upgrade our Manage Engine from 9.2 (9238) to 9.4 (9414). We look at https://www.manageengine.com/products/service-desk/service-packs.html but there aren't steps from our version. Anyone could help us?
Error in download attachments after upgrade to 9414
In build 9414, there is problem in download attachment after submit requests. When you attach pdf or office documents (xls, doc, docx,....), after submit request, it cannot be downloaded by technicians. Again, it repeats in change requests.
Report for software change in month
Hi, Can i get report of software instaled and uninstalled in month. I saw it in Detailed Audit Trail Reports but i could not export to excel file. Thank you, Khanh
How does third party patching behave when the software to be patched is running?
If third party patching is enabled during the refresh cycle, how does it behave if the software to be patched is running? Does it skip the install, fail, or try to shut down the third party software to run the patch? Thank you!
Cisco IOS Bulk Update/ Automation.
Hello, I have 50 or so Cisco switches in need of IOS image update. Is there an OPManager module capable of this? Has anyone used OPManager to perform this task? Thank you
Atlassian Cloud Outbound Integration
Hi, I seem to have issue with the Atlassian Cloud Outbound integration. I've entered by details correctly, the form is able to populate the drop downs with my issue types and projects. But its not creating the issue inside jira despite selecting in my profiles and escalation policies. I've attached images of my profiler and outbound form. Has anyone managed to get their integration working
Photo Attribute used in ADSelfService
Where does the user's photo come from? We have deleted all our user photo's (long story) but there are a number of users that still show a photo. I have checked and none of these users have the photo, or jpegPhoto or thumbnailLogo or thumbnail Photo attributes populated! I have cleared cache, new profile and even a new workstation, but the photo remains. Thanks Bob
Password Synchronization with Novell eDirectory (openLDAP)
How do you setup an openLDAP Password Sync? Specifically I want to link an old Novell eDirectory (more or less openLDAP) change the passwords at the same time. I've followed the documentation (what I can find) and it doesn't really seem to be the right. The "Domain Name" in the example say (dc=example,dc=com) but we use (o=companyname) As for the user, the FQDN would be (cn=admin,ou=admins,o=companyname) but I eventually tried just cn=admin,ou=admins hoping that it would append the "Domain Name"
issue with format of Password Expiry notification
Since updating to version 5.6 (5600), the formatting of the email for Password Expiring is not following the spacing and character settings we used in the editor. The text is all saved without formatting. Also, we can not delete the existing notification (in attempts to create a new one). Creating yet another one seems to save, but it does not show up. We are using the Free edition of the SelfService Plus for password expire notifications.
Restore database
I am trying to restore our production database to our test database and it is asking for the password to the database. They are both on the same version 9413 and SQL 2012. I am not sure what the password is. How do I query the password?
Mail SSL/TLS
Hi, I have a problem ... We have been testing SD Plus v9.1 Build 9100 and everything is fine. But since they made changes to our mail server, the application stopped sending notifications. I have configured everything as requested by the server configuration, but it has been in vain. My mail server is with cPanel. Attached photos.
Certificate install for service desk
i want to install Local CA for ServiceDesk, But i dont get .REQ extetion file, Can you help me please ?
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
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