Edit Template for Reminders
Hi there, I'm looking for an option to edit the template for the reminders like this: Is there already any option / do I only not find it? ;) Best Regards Florian
[Free training] Time to switch to paperless IT change management.
Join us for a ServiceDesk Plus Masterclass and learn how to digitize your change management process, while ensuring successful IT changes. We will cover topics including, a) streamlining change processes b) ensuring service availability c) reducing change failure rates, and d) planning and implementing large-scale changes. Time: 11am SGT/GMT/PST Click to sign up for the free training
Ticket burn rate and the art of help desk planning
Ticket burn rate is the percentage of tickets resolved as compared to the total incoming tickets for a given month. You can tweak this report to give you weekly stats as well. There are a variety of situations where the burn rate report is helpful. One such scenario is when you have to make staffing decisions. A burn rate of above 80% shows that your technicians are able to resolve most of the requests within the same month. Anything below 80% is an indicator that your helpdesk may need more hands.
Script to send out email notifications when their tasks are greater than a certain number
Is there a way to send out an email to all technicians that have over a certain number of tasks open? A DB query combined with a python script maybe? Thanks, Brian Witsken
Microsoft Patch Tuesday June 2018 updates
Hey folks! Greetings! Microsoft released its Patch Tuesday updates yesterday and there were 11 critical updates and 50 updates in all. Here is a detailed list of all the patches: New Security Bulletins : 2018-06 Security Update for Adobe Flash Player for Windows (KB4287903) 2018-06 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4284867) 2018-06 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4284878) 2018-06 Security Only Quality Update for Windows
Difference between the Probe and using the Scan Script
During the user conference they brought up the Scan Script option. This runs at workstation logon and then uploads the scan directly to Service Desk Plus, only needing an internet connection. We are currently using a daily probe to scan our workstations (mostly laptops). I'm curious, wouldn't the Scan Script work better for us and be more accurate? I'm thinking you'd want to utilize the Probe for items that are guaranteed to always be on the network (Servers, printers, desktops, etc.) Am I thinking
[Resource] Threat intelligence with STIX/TAXII threat feeds
Free solution brief: How EventLog Analyzer alerts you about malicious entities by processing the latest threat intelligence from STIX/TAXII threat feeds. Threat intelligence is organized information about potential or current attacks that threaten an organization, which helps them identify threats and make informed decisions on how to deal with them. The STIX and TAXII protocols are global standards to express and communicate threat intelligence, respectively. They help provide unified, high quality
Getting False alert from OP Manager
We are getting false alert from OP manager, we have configured the OP Manager on windows server 2k12, 1) We have configured the URL on windows client, where getting false alert.however website is running 2) Disk space alert getting false alert from Linux system, however threshold not reaching which we have configured, please let know what is the issue. Thanks, Rajendra Patil
Release announcement: Build 3700
Hey there! We're happy to announce the release of our latest build 3700 that comes with whole range of features such as new variants of map charts, customizations for widgets and charts, and GDP compliance and data protection. 1. Data protection and GDPR compliance With this release, we roll out our first phase of updates to make Analytics Plus GDPR (General Data Protection Regulation) compliant. You now have options to ensure data safety, especially during sharing and collaboration. 2. Password
How do I monitor the number and size of messages in my organization's mailboxes?
Mailboxes form the backbone of Exchange Servers and you need to monitor their size, traffic, and other properties constantly. To keep an eye on usage trends, you need to check the number and size of messages present in mailboxes in your organization. Exchange Reporter Plus lets you view: The number and size of messages in mailbox folders. A summary of the size and count of messages based on: Mailboxes Servers Databases Months Years To access these reports: Go to the Reporting tab. Select the desired
Agent isn't working in Win 10
Our desktop build version is 10.0.56 . Most of the win 10 os are always offline even though we installed agent properly. But the other os such as win 7 and xp are working well.if we reinstall it , it can be seen online for few hours.A few hours later , it's offline again . Somebody can help this problem.Thanks in advance.
Service Desk Plus MSP- iphone App and LDAP support
Hi There, We're running Service Desk Plus version 9.3 Build 9305 The application server is in a DMZ. We're testing the mobile app on the iphone and it doesn't seem to work with LDAP. looking at past posts , it looks like LDAP wasnt supported for the mobile app. Is this still the case? Logging in with a local user works ok. LDAP auth works through the web page. Kind Regards, James.
Project Report with Associated Tasks (additional question)
https://pitstop.manageengine.com/portal/community/topic/project-report-with-associated-tasks I need to change that up a bit. I replied back to the answers on here, but never received a response. If the question is marked answered, are you notified of any additional comments - just for future reference. I need a report that only has the following: Project Title Project Status Project Owner Project Scheduled Start and End Milestone Title Milestone Owner Milestone Status Milestone Schedule Start and
Self-Service Portal - user reply has technician signature
If a requester tries to reply to a technician via the "Reply" button in the Self-Service portal, the resulting window contains the same signature as the technician they are replying to; is there a way to change the reply template for the requester without effecting the reply template for technicians?
Service Desk Plus (Change Module)
Hi Network, Our current version is 9.3 Build 9335 We have associated some incidents to a particular Change. In de particular incident you can see which chang(es) the incident has been associated with. Unfortunately you cannot see in de change which incident(s) are being associated with this change. Is this correct? Kind regards and many thanks, Yves
How Can Change Agent Server Name?
Hello there, I set up the server with desktop.xxx.com name. I then created a dns record with the name mypassword.xxx.com as cname. I opened this server out of port 443. When I do the troubleshooting, it connects without any problems inside, but when I test it out, it searches for desktop.xxx.com. How can I change this part as shown in the attached picture
Ticket burn rate and the art of help desk planning
Ticket burn rate is the percentage of tickets resolved as compared to the total incoming tickets for a given month. You can tweak this report to give you weekly stats as well. There are a variety of situations where the burn rate report is helpful. One such scenario is when you have to make staffing decisions. A burn rate of above 80% shows that your technicians are able to resolve most of the requests within the same month. Anything below 80% is an indicator that your helpdesk may need more hands.
How can I get a list of all templates that are enabled
I'd like to know if there is a way to get a report or query that lists all of the Service Request templates and all of the Incident Templates that have not been deleted or disabled. Thank you, Adam
Outstanding tickets?
Is there a way to trigger an automatic report to technicians when a call has been in a certain state for a period of time? Ideally after a period of say, 5 days where a call has not been edited an alert or trigger will happen where the Tech is informed, the status changes. Can this be done in a report as well?
Created Date should be locked down
The Created Date is not locked down, so it can be locked down. The workaround is to create a Field Rule to Disable the field during Edit mode. This has to be done on every template created. Is there a better way to do this?
No replies in history request from CC users without accounts
Hello everyone! We've got problem with replies that we don't see in request history. When emails are sending by requester or technician there's no problem, but when replies are sent by the users, who were added to CC by requester and who didn't have accounts in our system - we don't see any respond from them. Is there any option in system to catch messages from them and add to history request? Compilation version: 9326 Kind regards, Mike Lucas
Task tab in incidents doesn't show full title of tasks
Is there some trick to show the full title of a task in the task tab of an incident? Even if I remove columns it does not show the full title of the task (for tasks with long titles). Mousing over the task doesn't show the full title.
Importing Form Rules
Hi, Is there a way to import custom Form Rules, via csv/xlsx file or directly writing on data base? Thanks
9409
Tried to upgrade from 9400 to 9409 and got java errors at 98%.
Network Credentials not working and account is now locked out
In Credentials Settings I created an account using one of our network accounts. Then I used the Quick Configuration Wizard to associate this account with my servers. Still in the wizard, I went to Associate Event log rules to several devices. I picked the event log rules and the devices that I wanted to monitor. Something went terribly wrong. I don't know if I had the password incorrect when I setup the Credentials or what, but the network account I was using keeps getting locked out of
OpManager - NMS BE port null is occupied. Change the port in conf/Ports.properties file and start the server
Hi, I have the version 11600 of OpManager and I have an issue. First the central is running but when I startup the probe It does not running . I tried by command and send firt about de web server port 80 is occupied and I changed it but after that this sended the next message. And I look at the file and I have this one: Thanks and regards! A
Query to find specific software on all computers grouped by "Site"
I am in need of a PostgreSQL query that will let me find all of the computers with a specific software (i.e. Office 2016) and grouped by "Site". the query needs to include workstation name, department, site and software name. has one been created or can we get one made please.
SMTP setup issues
I am currently in the process of evaluating the ManageEngine Application Manager product, and am currently having an issue with the email alerts. When ever I try and configure the SMTP server settings using the Application Manager wizard, and I click the Test SMTP Server button (after entering the relevant SMTP settings provided by our IT department). I keep getting the following error message; Error: javax.mail.AuthenticationFailedException: 334 VXNlcm5hbWU6 I can telnet successfully to our internal
Request Closure Code query
Is there any way (perhaps using Field & Form rules or Custom Triggers) of limiting the contents of the Request Closure Code dropdown based on certain criteria? Version 9.3 Build 9335
REST API and Network Monitoring
We are currently using ServiceDesk Plus and PRTG and I would like to publish our current SDP dashboard on our PRTG screen, within PRTG I can create a REST API sensor which should be able to pull data from the SDP. But I dont know if pulling stats is available. Is there any way of using the REST API to get the number of tickets (Total Open, On Hold, Overdue) ? My API skills are a little bit lacking (I'm Ops not Dev! :D ) so might need a bit of handholding. Thanks Andy
[Resource] Network security attack handbook
Free network security handbook: How the EventLog Analyzer component of Log360 detects network attacks with event correlation. If there's one thing that's certain about the nature of security attacks, it's that they are complex and dynamic. Attackers can infiltrate your network from anywhere, progress through a series of devices unnoticed, before breaching their ultimate target and compromising your critical data or resources. The event correlation module of EventLog Analyzer is a versatile, powerful
Reminder Notifications
I would like to utilize reminder notifications in both tasks created and other quick reminders from the scheduler. Creating the reminder is not an issue, but I am having a problem getting the "Notify Before Scheduled Start" feature to work. I don't see anything in ServiceDesk that displays the notification at the time specified before the start. I've checked the admin guide but doesn't say much about this feature. I've also checked the notification rules section to see if I missed enabling anything
Quick way to turn request into a PR
Is there a quick way to turn a request for new equipment into a PR without having to retype a lot of the data in again? Also not sure if you can link a PR/PO with the original request.
Two-factor Authentication Settings PhoneFactor
I have installed MFA server set it up in Azure tested user OK in phoneFactor but when that user login in to PMP username& PWD OK on screen to quick dialing ? then back to screen invalid username & pwd. I have SSL cert installed test dial worked. What am I missing.
ServiceDesk Plus MSP - version 9.4 - Build - 9405 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9405 Please refer the Migration path table available here and upgrade to our latest build 9405 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9405? Features : PM Tasks for Service Request - Plan your preventive maintenance tasks well in advance for service requests as well. Find the feature in Admin >> Organizational Details >> Preventive Maintenance Tasks. Custom
ME Desktop Central, internet access.!!
hi, does the ME DM support upstream/downstream installation to retrieve updates/patches/etc. from an upstream server? if it does not, it can be considered as a security risk. doesn't it?
Trial install & agent not working
I am trialling SDP MSP and am unable to get an agent to communicate with the server. I have installed the agent on a Windows machine and set the server ip & ports correctly. 8080 & 9000. I am able to access SDP on the IP ADD specified on port 8080 I am unsure of what to enter for the "Server Name" parameter so I tried the name of the client the agent was being installed on without success. If the server name is not the client how does SDP know which MSP client this agent refers to ? The agent installs
Automated Email to Non-Enrolled Users
Hello, Does anyone know if it is possible to send an email to all non-enrolled users? There is the option of exporting a list of these users which can be used to manually send, but ideally if this could be automated ? Thanks
Automated email to Non-Enrolled Users?
We have a number of Non-Enrolled users, is there an automated way to send an email to all these users with the standard template? The workaround would be to download these users and manually email, but an automated process would help ... Does anyone know if this is possible ? Thanks
Redundant Installation?
Hi @ all. Is it possible to install the Application on two separate Machines, so if the first one is temporarily not available, the other one can handle the requests? Thanks in Advance.
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