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.
TWTQ: Scheduling log file imports
Hey everyone! We're back with This Week's Top Question (TWTQ): Q: How can I schedule log file imports? A: Several applications write their logs to files in specific locations. EventLog Analyzer's log import feature helps you analyze these logs with its log import feature. You can import them for one-time analysis, or schedule the import to analyze them on a regular basis. The solution automatically fetches the latest log file based on a given "filename pattern". Log files from a specific source
Device Template for Nexus 9K
Hi, I'm after a device template to add some Nexus 9000 series devices to our OpManager Monitoring. I see there's some 5k, 6k and 7k templates but no 9k. Any help would be appreciated. Cheers
Attending O'Reilly Velocity Conference 2018? Come greet us!
Heading to O' Reilly Velocity Conference next week? Awesome, drop by and say "hi" to the Applications Manager team at booth 312. The event kick-starts on June 11th with extensive training sessions through the 14th, and tutorials from June 12-14. This year's theme—"Build systems that drive business"—focuses on the importance of DevOps, with various tutorials and training sessions scattered throughout the event. Come visit our booth and: Get unmatched visibility into your applications' KPIs. Pinpoint
Google Chrome high severity vulnerability - CVE-2018-6148 - Patch immediately!
If you rely on Google Chrome for all your online chores, you may have to patch it immediately to the latest version. Earlier this week, external researchers had reported a highly critical vulnerability in Google Chrome (CVE-2018-6148), which the Chrome Security team attributed to an incorrect handling of CSP header. A stable channel update was released - 67.0.3396.79 and the update is now available for Windows, Mac and Linux machines. If you are managing your endpoints using Patch Manager Plus, you
Work Log Details Report
We use the Tasks/Work Log details section in requests to track technician time. Is there a report I can run to get the description of those work log details? Say by category or sub category, to see what the technicians are entering in there.
Query report - tickets onhold without response
Hello, We need to have a query report that shows tickets that are onhold and have not been updated for more than 7 days. I found this report online which is kind of what I want but 'Waiting for User' should be 'Onhold' and I am concerned about the last update time rather than creation time. SELECT wo.WORKORDERID AS "Request ID" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Waiting
Export software by manufacturer and version
how do I
Tech Attendance report
I would like a report to show a tech's availability based on calendar entries for vacation/ sick time etc. columns: tech name (selectable - select one or multiple names) month (selectable - current or previous) date reason for not being available i.e. on vacation, sick, personal time etc. total of each "reason" running 9.0 build 9008 MSSQL
Hide Groups - FFR
We'd like the ability to hide certain groups from an incident template using field and form rules. Currently Group is not an available option from the drop-down. Why do we want this? We are using the Tech Availability Chart to assign and view resources. Since our team is split across multiple Support Groups, we created separate Support Groups per Manager team. This way managers and team members can view their teams availability without having to locate everyone across multiple support groups.
SD Windows Agent
We have recently intergraded DC with SDP. All our workstations have the DC Agent installed. We are wondering if we also need to install the SD Windows Agent in order to use the Asset Management function? Thanks!
[X] Don't show login details again
Afternoon everyone. Quick question. How can I permanently delete this message from everyone logging into SD+? I click the X, refresh and it's back again! There has to be another setting i'm missing but where? (it's driving me crazy!) Thanks in advance. Mart
Schedule registry configuration
Is there a way to schedule a registry configuration? I have a registry change that needs to happen after we apply windows updates from WSUS and I would like to schedule it for after the updates.
TFTP
We have been trying to use the new OS deployment module in Desktop Central but this feature requires TFTP and port 69 which is not allowed by our security policy. Would there be any alternative to to this in DC. Many thanks
9409 bug with Scribble Pad
I just upgraded our Dev to 9409 from 9403. Tested our Scribble Pad. Found an issue. Added some random text to the pad. Closed and saved. I can open and my text is still there but if I try to edit and/or close the window closes but I get a pop up "Internal Error" red box that disappears in about 8 seconds. If I re-open Scribble Pad, text has not changed. Screen shot of error. Please advise
Incidencia tras actualizar servicedesk plus a la 9.4
Buenos dias, Tengo un problema desde que hemos actualizado servicedesk plus a la version 9.4 se queda como en blanco y tengo que reiniciar el servidor hasta 4 y 5 veces diarias. Alguna solucion? Gracias.
Next Page