Export reports/dashboards between databases
We had a sync issue and ended up removing the sync between SD+ and the cloud version. We created a duplicate of the old database to retain the custom reports and dashboards. Question: Is it possible to export a report or dashboard from one cloud database to another? and how do we prevent these data syncs in the future? This has now happened twice in the 4 years we've had the service. Each time the only action and support we receive is to do a complete removal of the sync. Needless to say, it's a
SQL Server editions
Hi, According to https://www.manageengine.com/products/service-desk/system-requirement.html SQL Server 2014 is the latest edition that Service desk plus works with. When can we expect it to work with SQL 2016/17? Thanks
What's the order of execution for Business Rules - MSP Business Rule vs. Business Rules vs. Service Catalog - Business Rules?
The business rules currently have 3 options for us: MSP Business Rule, Business Rules, and Service Catalog - Business Rules. What's the order of execution of multiple business rules? What's the order of execution in relation to custom triggers, and custom schedule?
Flag parent CI when a child is in repair
Is it possible to mark a parent CI in some way to show that a child is in repair? e.g I have my parent CI, then I have CI's under that which must be working for the parent to be OK. e.g I have a classroom as parent CI, then I have a projector as a child (through a 'Houses' relationship). If the projector is in repair then the classroom cannot be used. I would like to see that reflected in the parent CI somehow.
Loss of Translations after upgrade
We upgraded to 9311 last week and have noticed that all our translations that we've configured have not been applied. We've restarted the service and still have the same issue. We can see the list of translations we've made under the Admin tab. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
In-place Upgrade to 64bit with separate Database?
Hi We have 32Bit Servicedesk with separate database running on a separate Microsoft SQL server. We would like to upgrade to 64bit version on the same server. Is the below process correct: 1) backup everything 2) Uninstall 32bit application and remove remaining SD folders 3) Install 64bit application with the same version and build as 32bit 4) Setup the database connection to the original MS SQL Note: how about archived requests and file attachments, is this also part of the application backup? Thanks
Use analytics to keep premature ticket closure in check
A common complaint from end-users is that technicians, sometimes, prematurely close tickets without fully resolving them. The underlying reason could vary depending on the business scenario. Some of the common reasons are — Unexpected surge in number of incoming tickets, or technicians handling requests without fully understanding the end-user's issue. Premature closing of tickets has serious implications for the help desk; it could escalate costs, decrease productivity and in the long run, make
How to get Time Entry additional fields in to the Time Entry Tab
Hi SCP Team, We have added some additional time entry fields like Part No, Quantity etc... How can we get these fields on to the default table shown in the Time Entry tab ? We also added 'Time Entry' to the Job sheet and want the time entry additional fields to be in the time entry table under the Job sheet ? Thanks, Madhu
How to disable Dashboard and Support tab for specific techcnicians?
Hi all, I assing a technician in a role SDGuest (only), but when the technician perform login in Web Portal I would like that is not possible access Dashboard,Support tabs and Quick Actions and AD Self Service. How can I configure this for specific technicians? print attached Thanks.,
Adding Sub-Account to the Request Creation Page
Hi SCP Team, I want to see if it is possible to add sub-account to the request creation page... At present, it is under account details page and each time a new request is created, support reps have to manually go in to the account details page and pick the sub-account. So, is it possible to add it to the request creation page... then we have the possibility to select sub account while creating the request itself. Thanks, Madhu
[Script] I need help to understand and eventually create a script to assign value to a custom field
Hi all. Here is my problem. For some incidents or requests, i want a more tuned system of prioritizing. We have already a formula to do that, but now i need to apply that formula into the SDP. The formula consist in set 5 fields (pick up list) with 4 to 5 values possibles in each one. This values, have correlation with a numeric value. For example, Field A has Option AB, BB, CB, and DB. AB is equal to 1, BB to 2, CB to 3 and DB to 4. We name the values in a way that any technician can understand
Changing Ports (outside of the web portal)
Good day, We're looking at setting up ADSelfService along side our ADManager on the same system. Our ADManager runs on the default ports (8888/8443), so this could pose an issue when we install SelfService and try to access it via the web portal. How would I go about changing SelfService's ports without having to go through the web portal? Thanks
Copy Fields to Hidden Description
Hello, Is it possible to use a script to copy Resource fields to the Description field if I uncheck "Requester can Set" Description? I want to prevent users from entering information into the Description field and use my custom Resource fields instead; then I want to copy the Resource field values to the Description field. (This makes viewing the ticket more convenient for the technician, so they don't have to scroll to the bottom of the ticket to view the Resource field information.) My attached
Simple code for triggering threshold condition
Hi, I'm new to opmanager and am trying to understand the workings of the custom scripts feature. I tried to write a simple script for triggering the threshold condition, but it doesn't seem to work. I'm not sure what needs to be done exactly. Could someone point me in the right direction? Note: The website won't let me post the images, so here is the sample code. Also, the threshold value is 3 and the first trigger is set to go off when the current value = threshold value = 3. Command Line: cmd /c
Unable to stop email replies from reopening tickets
Hello When I send a reply to a ticket and selecting the option to close the ticket, any reply received from the end user (even an out-of-office notification) re-opens the ticket. I cannot, for the life of me, find the option to turn this off! Please help. Thanks Peter
Introducing concurrent viewer licenses
We are happy to announce we're revamping our licensing approach to introduce concurrent sessions. As you may already know, the licensing model is based on two components 1. Users (mandatory) : Anyone who can create reports and dashboards, 2. Dashboard viewers (optional): Anyone who needs to simply view published reports/dashboards Now the viewer licenses will be based on the number of concurrent users. Owing to this functionality change, this licensing component will now be known as 'concurrent viewers'.
Read Comments Field with API
I do send an email with powershell through custom trigger. I would like to send the comments which the customer adds to the request when he closes the request. I read some fields like this: $jsondata = Get-Content $json -Encoding UTF8 $obj = ConvertFrom-Json $jsondata $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket = $obj.request.WORKORDERID $technician = $obj.request.TECHNICIAN $wunschtermin = $obj.request.Wunschtermin $auftraggeber = $obj.request.REQUESTER $comments =
Unable to sync - SD+ to Zoho Reports
We've been unable to sync since the 5th -- status remains in 'Sync in Progress'. Is there a way to stop and then restart the sync? Also our license expired on the 9th and was renewed; however the status still indicates April 9th: SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Query Report
Hi all, I'm looking a query report for a Assets state with columns regions & sites I have one reports with site but i can't create or modify the actual report adding the Region column (E.g.Attached)
Permissions for Deleting Relationships in CMDB
Hello, could you please tell me what permissions we need to allow technicians to delete relationships in CMDB? It appears that even though they have the "Edit Assets" permission, it still doesn't allow them to delete relationships. Thanks!
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts in AD. Sean Vincent British Antarctic Survey UK
How to create a custom view for a specific user/requester?
I need to create a view of requests for a specific user based on a condition. That view will be accessible for only to that particular user
Pending Approvals Report
Hi, Can we create a report to generate a list of request pending for approval per approver? We would like to monitor users who have pending for approvals. Thank you.
Notification variable - UDF field
In our Active Directory import settings, we added a new UDF field to import (ie: workstation). We'd like to add this info to technician notification but I can't find the variable for the field. This new field appears under the Requester Details section and not the Request Detail section.
Workflow Execution - Configuring CAB Approvals
I want to be able to select a CAB group when populating/selecting 'change approver' meaning select the CAB group rather than selecting individual technicians. How can I accomplish this? I do have CAB groups configured. Regards! Gary
Link requests to assets
dears, I'd like to get a report of all the tickets or requests raised for a specific assets, how can I get it. can we configure it automatically in the CMDB, so if I select a workstation it will show me all the details and the requests associated
Latest O365 Manager Plus 4202 released with built-in management option in reports,group member management, and other major enhancements!
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus - 4202. This build comes with Group Member Management, built-in management option in reports, enhanced UI and other major enhancements. Highlights: Manage better with reports: Generate detailed reports on mailboxes, users, and groups, and manage the desired objects right from the reports, using the built-in management options. Export management task status: You can now export or email the status of the management
Help with Field & Form rule, dependency script
We have an Additional Field called "Fix Code" that has approx. 100 entries. We use a custom Field and Form rule script, that modifies the contents of the list based on which Item is selected. Example of part of the script: So for example, if we select the following Item, the list should show only 4 items: This works fine currently, however we've noticed the rule doesn't function if the user's language is set to another language (eg: Spanish) As you can see, the user gets the full list of 100 entries,
Vmware ESX with Vsphere Client
Hello, I would like to know if it is possible to initiate a remote connection (with auto-log) to a Vsphere client of a customer by using a specific port and the public ip ? I don't find this option, if I chose Vmware ESX as ressource type, it launch a SSH Session without the possibility to configure the port where PMP has to initiate the connection. Thanks :)
The "group" field is not listed in the Field & Form Rules
Hi, When I want set group filed in Field & Form Rules section, it does not show list of group in the field and it show as a text field. However, the group is list filed. Thanks
Need option to change acquisition date when receiving items in PO
We are trying to push the use of Assets / CMDB on SDP and we started by ensuring that all items are received from PO. After receiving the items, the "Date" when the user invoke Receive Items action is reflected as the "Acquisition Date". Without the option to mark the "Actual Acquisition Date". This is good if the employee took the action at the same time when the item arrived. However, in several cases, the Receive items action is done days, months or years after the item was actually received.
SCP - SDP integration. Only 250 word coming accross
Hi There, Please provided us full detail script to remove the character limit when logging ticket from SCP to SDP. Regards, Nikhar
OP Manager locks my Active Directory account
Since upgrading to 12.3.000 and then 12.3.070, OP manager keeps locking my AD account every hour. My user account is not used in the credentials repository, there are no windows services running under my credentials, no windows scheduled tasks. I queried the database (select * from hrdetails), my credentials are not mentioned. I have gone through every configuration without any success. I know it is OP manager because if I stop the service, my account no longer locks out. Any help would be appreciated.
Network Configuration Manager SSH Connection Error
Hi, I am trying to configure NCM to connect to a Cisco 2960 Switche via SSH however when I test Credential it shows me that not even the 22 port is open. When I see the logging on the Switch says the following error: SSH2 1: no matching mac found: client server hmac-sha1,hmac-sha1-96,hmac-md5,hmac-md5-96 Is there a way to configure the ssh client that ncm use to connect to the switch? or how NCM configuration works for Cisco Switches Connections Note: I can successfull connect Via Putty to that
Anyone else going to the 2018 User Conference in Pleasanton, CA, in May?
Hi folks, I'm just wondering if anyone on this community is going to the user conference in California in May. I'll be there and would love to compare and exchange ideas with other users. I had suggested a few years ago that we start a user group in the NY/New England area but it never happened. I'd love to meet with fellow techies looking to solve the same challenges with ServiceDesk Plus tools and compare how you've implemented your systems. Cheers, Adam Marks, IntegraMed
SDP Upgrade from 9200 to 9300 and the service is getting stopped automatically
We recently upgraded form build 9200 to 9300. The build upgrade was successful and initial for some time we were able to login. But now the manage engine service is getting stopped automatically. Running the app from command mode also giving the error as "Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to ...... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details"
SDP not working after upgrade of build form 9200 to 9300 - Need urgent help on this
After the upgrade of build from 9200 to 9300 initially it worked for some time and not working now. Even if we start the services it stops again. Not working from command mode also using the run.bat (Unclean shutdown of previous run.Failed to start the server. Please refer logs for more details). Need urgent help on this. The DB server we use is MSSQL.
APM Insight Trace History shown is limited
Hi All, When a issue occurred more than 1 hour ago and the number of traces taken are more than 50, how to review the 51+ traces Go to APM Insight > [node] > Traces apminsight/overview.do?method=showDetails&resourceId=10025027&parentId=10016899&scope=INSTANCE&twID=H#I/TR/10025027/TW=hD Or is there another way to query this raw data ? Would be nice to search for specific traces and when they occurred beyond 1 day and 50 results. Greetings, Corné
Validate Change IDs for Password Requests
I just upgraded from PMP 9101 to PMP 9600. I am interested in using a feature that was introduced in 9200: "Password Manager Pro now integrates with ManageEngine ServiceDesk Plus by validating change request in addition to the ticket ID entered by the user in the ticketing system. And validated occurs only when the change ID provided is approved in ManageEngine ServiceDesk Plus." We already use ServiceDesk Plus to validate ticket IDs when a technician requests a password. I went to the "Ticketing
Problem access web site
Hi all I have PMP version 9.1.0 2 windows server 2012 r2 in HA sometimes happens that the web site is not reachable at the address https://myipsite:7272 If I check the service , the service is running After the sevice restart , the problem is solved Have you any idea about the problem reason?? Do you need any logs Best Regards
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