All not closed requests by a group
How can I get all not closed requests by a specific group using SDPAPI?
RACI to CMDB to CI?
Has anyone had any success or have an idea on how to utilize or record a raci record for our CIs?
ServiceDesk Plus 9405 Released
Dear Users, SDP 9405 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9405: Vulnerability Issues: SD-70609: Vulnerability in distributed asset scan list view is fixed. SD-70604: Able to add and update requester details by CSRF vulnerability. SD-70606: Able to configure the Windows agent by using the CSRF vulnerability. SD-70607: Able to add custom schedules by using the CSRF vulnerability. SD-69186: Vulnerability
Automatically fill Response time field when ticket assigned to another technician
Hi All, we need to know is it possible to get the response time based on when the technician is assigned to another technician. We have a use case here, and many others customer i encounter have similiar issue, that is all the ticket is handled by the helpdesk, and then, the helpdesk as the tier 1, sorting the ticket to respective technician, lets say tier 2. When they are already assigning into tier 2, it should be considered as Response already. Or maybe we can achieve this using custom trigger,
Problem restoring database to new server - Application will not start
Hi, I'm trying to migrate our ServiceDesk Plus from Windows Server 2003 to a new server running 2012 R2. I have installed the same version of ServiceDesk on both servers, taken a backup from the old server and copied it to the new one. I have then run the restoredata from an elevated command prompt. The restore looks to have completed successfully however the servicedesk application will not launch following the restore. It hangs on "Application Layer Started". I have tried using the Run command
[KB] Office 365 mailbox delegation - 1
In Exchange Online you can grant permission on any user's mailbox to other users to enable them to access the mailbox (the Full Access permission), or send email messages that appear to come from the mailbox (the Send As or Send on Behalf permissions). The users who are assigned these permissions on other mailboxes are called delegates. This article will explain how to grant permissions to users on other users' mailboxes, generate a report on all mailbox delegates. Reports on mailbox delegates O365
Since update to 8105 mail fetching warning : Error while fetching user info
Since the update to 8105 we get mail fetching warnings with no appearant reason. Never occured in previous versions. There is no current contact with the Email Address. Auto-creation of contact without appoval is enabled. Anyone expierencing the same. Error while fetching user info for the [Email Address] : xxxxxx (email address is not a current contact) [Sender's Name] : xxxxxxxxx [Email Subject] : subject Hence request is not getting generated out of the e-mail. [Email Content] :
SDPOD_MiniAgent.exe detected as Trojan:Win32/Azden.A!cl by Antivirus
I have just updated our current probe to the latest release, and now we are getting alerts regarding a Trojan. I am assuming this is a false-positive being reported in the Windows Defender Security Center, but I would like to know if anyone else has received this since the last probe update?
Patch which allows removal of unused modules
Hi, How do current 12.3.x users get the patch which described in https://pitstop.manageengine.com/portal/community/topic/attn-version-11-6-customers allows removal of unused modules. The maximum I can seem to get is 12.3.086 but it states 12.3.090 and above has this feature. Thanks
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If-Else Not working
Hello, I'm having a problem with my script. Here is what I'm trying to do: 1. Copy a response to a resource field to the description when the ticket is submitted 2. If the requester entered information in the description, I want it to appear under a section called "user comments" in the new description 3. If the requester left the description blank, I only want the resource field copied to the new description (no "user comments") 4. I only want information copied once when the ticket is submitted
Hide E-mail this note to the technician
Hello, Is it possible to hide (not disable) this field when a requester adds a note to a incident/request that does not have a technician assigned?
Can we please have an icon to symbolize requests associated to Problem Tickets?
When we have a Problem that generates a number of Incidents, we often have to go through our queue and quickly associate the Incident to the problem. I'd like to have an icon (such as we have for email send/reply, note, tasks configured) so that we can see that the incident has or has not been associated with the problem. Otherwise, we have to open every ticket just to see if it has been assigned to a problem. Thank you, Adam
HELP! auto generated e-mail triggered because error has occurred in AM / Error report mailadress change?
I am trying to figure out from where these emails are generated and how to edit them since they create alot of spam to the wrong mailbox, need to change where these Monitor Error mails are sent. I found something similar where "self monitoring" is mentioned, if this is the case where do i edit the notification profile for this? See image below for one of the error reports that are sent.
Ability to reply to a group
Is it possible to set up an email group within SD+ that can be used to simplify the distribution of information to users without having to set up a group in AD? Example: Request received from Jim for a new folder access for his project group. Project X group consists of Jim, Dave, Becky, Sue, and Ron. We have a Reply Template set up to acknowledge security access granted. Rather than having to type each persons name into the To: for CC: fields of the Reply email, would like to type PX and send. *Would
RDP session opens then closes for new server setup
I've setup a new server in PMP but when we try and RDP with auto logon it just opens and closes. Change password and verify password work. I can RDP from the PMP to the server with the same account perfectly fine just not via PMP (in chrome) other server all still work. This was in the log: [09:58:48:894]|[04-24-2018]|[com.toremote.ce]|[SEVERE]|[1163]: java.lang.RuntimeException: Could not generate DH keypair| com.toremote.fa: java.lang.RuntimeException: Could not generate DH keypair at com.toremote.gx.a(SourceFile:375)
Application Manager server hostname change
Hi, I'm playing with free version of AM for testing purposes. On working installation, I've changed server hostname (that's server where AM is running on). Now I can't review older Event Viewer events because when I click on View Events for particular Alarm, it's linked to old server hostname. I've tried update*. bat in \bin\troubleshooting folder, but it didn't help me much. Is it possible to change this at all? Thank you.
Duplicate Users
Hello, sorry if this is my second post for the same question as I cant find my old question I've imported users. From AD. But whatever I do, a second user is created whenever I try to login with my userid. (And the password is OK, bizarre) So I found the below statement in the help docs: In cases where none of the specified conditions like 'ObjectGUID' , 'loginname+domainname', 'email address','loginname + domain=NULL' are absent in ServiceDesk Plus MSP , a new user will be added. I want to turn
Turning Off adding a new user
Is it possible to turn off below setting, I just want my users to login correctly and deny if they dont enter correct credentials. In cases where none of the specified conditions like 'ObjectGUID' , 'loginname+domainname', 'email address','loginname + domain=NULL' are absent in ServiceDesk Plus MSP , a new user will be added. Thanks
Free online training: Strengthen security with our latest features!
Hey everyone! We are pleased to announce the Log360 training and certification program, starting May 2. Log360 is ManageEngine's comprehensive SIEM offering, which integrates EventLog Analyzer with ADAudit Plus. Besides ensuring network security and compliance, Log360 allows you to delve in-depth into your AD environment and monitor employee and privileged user activity. The new training series includes demonstrations of all our latest features - event correlation, SQL autodiscovery, threat intelligence,
Query that lists the templates associated to a particular service approver:
PGSQL: select aaau.first_name "Service Approver",rtl.templatename "Associated Service Template" from SERVICETEMPACCMAPPING stm inner join TEMPACCTOAPPROVEMAPPING tam on stm.TEMPACCMAPID=tam.TEMPACCMAPID inner join ESCALATETOMEDIATOR em on tam.ESCALATETOID=em.ESCALATETOID inner join ESCALATETON eo on em.ESCALATETOID=eo.ESCALATETOID left join requesttemplate_list rtl ON stm.templateid=rtl.templateid LEFT JOIN sduser sdu ON eo.userid=sdu.userid left join aaauser aaau ON sdu.userid=aaau.user_id where
CMDB - Adding Database Information
Hi, has any successfully imported or manually setup their databases in the the CMDB and associated the databases to database servers or SQL Availability Group which have been imported into the CMDB?
Query that lists pending approvals of a particular service approver:
PGSQL: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time",appsau.first_name "Approver", asd.statusname "Approval Status" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
Adding mouse-over text and information buttons to form fields
Hi folks, One of many use cases is that I have a 5-character limited text field that I want the user to put in a username. The field is called "User Name." (We don't use domain name as our users rarely know what that is.) Mouse-over text: Presently, when I mouse over this custom field, the mouse-over text simply displays the field name. Can the mouse-over text be customized or show the description rather than the field name? Informational Button: It would be great to have an informational button
Helpdesk Request/Checklist
Hi this is a request for functionality I would like to see in further releases of SD+ Our helpdesk are required to perform daily checks on various systems, i.e check the backups, check out applicaiton platform is up etc, at present we have to generate a seperate request for each task in the servicedesk. I would like to see checklist request functionality (template) added to servicedesk so that a daily/weekly/monthly reoccuring request could be logged to a group/technician. They would then have to
Announcements behaviour
Upgraded to 9405 and noticed a change to the behaviour of created announcements. We created an announcement on Tuesday to display to technicians on Thursday. We also created two other announcements on Wednesday which were shown immediately. On Thursday, the scheduled announcement appeared but was displayed under the two announcements from Wednesday. The expected behaviour is for the scheduled announcement to appear at the top and not in it's creation timeline.
Patch Clean up for old patches
I have my patch cleanup to remove old patches that not missing. But the issue with this is I have some servers that show missing patches but we are not patching these pc's. But since it shows patches missing these missing patches seem to not get removed from the patch store. Before I migrated to the new APD I would have it so my servers would not scan as they were set to be excluded from the APD. But now that scan is happening automatically these servers are getting scanned for missing patches.
ServiceDesk Plus 9406 Released
Dear Users, SDP 9406 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in service pack 9406 SDF:68872 : Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server. Issues fixed in service pack 9406: Vulnerability SD-69461 : Vulnerability issue related to assets. SD-69294 : Vulnerability
SLA on tasks
I'd love to see SLAs on tasks and the associated reporting that can alert us to the breach of those SLAs.
Import from Azure
I tried to import some users from Azure this morning, and I had the option available. I then tried to do the import, but it came-up blank. I then refreshed the page, and now the option to import from Azure is no longer available. No changes have been made to our Azure or Zoho environments, and there is nothing showing in the logs to indicate any changes. I have also checked our Azure setup, and the SDP/Zoho settings have not been changed.
Link One (1) Account Manager to multiple accounts
In our organization, we have several Account Managers. Each Account Manager handles multiple Accounts. Account Manager "John": Account - "Bird" Account - "Lion" Account - "Dog" Account - "Cat" Account Manager "Jason" Account - "Ant" Account - "Elephant" Account - "Giraffe" Is there a way to implement this on the SDP MSP? If not, is there a plan moving forward. I had a ticket with support 2 months ago but we got nothing from there. In the current version of SDP MSP, "Jason" can only manage one (1)
Be able to provide a reply to incidents associated with problems and close them
When we have a problem ticket with many associated incidents, we would like be able to: Reply to all requesters of the incidents and have those replies recorded on the incident. Close and reply to all requesters with a response that doesn't have to be added to the Solutions Module. Thank you, Adam
create report for request status
hi, we need to create report which have only two status in history "Create by" & "closed by"(without "resolve" or "onhold" just created and after close ) and both status is given by the same user. (see attach file) we need to show report like this (see attach file "Report 1")
PMP Agent MSI
Has anyone had any success packaging the PMP agent for Windows as an MSI? If so, I'd like to hear about the experience.
Does PMP premium allow my standard users to generate passwords and save in the repository?
Hello all, I just would like to ask you please, I have recently purchased PMP premium edition , and I just would like to ask whether the below requirement can be achieved by this application or not, for standard domain users only not admin password or even admin accounts, is there any tool or client feature in the application I can install on their computers to allow them generate a passwords and store them securely in the vault? these users should not have access to the web portal, I don't need
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Request Closing When Tasks are completed
Hi, I have one service catalog for a service which have multiple dependent tasks set to trigger for some technicians. I would like to know if there is any way to close the request automatically when all the dependent task are closed. I am aware of the option in Request closing Rules. But I need this for only one service catalog. Is there any way to achieve this by a script or by any other means? I would appreciate your thoughts on this. Thanks Ahamed
Task + Request + Problem Technician Overview (Assigned Work)
Query request for a combined task/request view. We'd like to be able to run the report by Technician or by a Support Group. Fields required: - Technician (Request) / Owner (Task) - Request ID - Task ID - Problem ID - Priority - Subject (Request) / Title (Task) - Status (Request) / Status (Task) - Estimated Effort (Request -- this is a custom field) / Estimated Effort (task) - Project Title (Associated) - Deployed Environment (another custom Request field) - Dueby Time (Request) - Scheduled Start
Site Bulk Import
I have hundreds of sites I need to import, is there a way to bulk import these from a spreadsheet? Thanks
Survey Settings
Dear, I would like to ask that is it possible to do the following in User Survey, when clicking the pic
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