Adding attachments while creating a request in Jira from SC+
Hi Support Center Plus Team, We are able to integrate SC+ with Jira and can create Jira tickets directly from SC+.... but we have two issues now: 1) How to also get the attachments added to the Jira from SC+? 2) Also, description is being trimmed off, when creating Jira tickets from SC+. Is there a way we can control the number of characters in Description ?
Scheduled Reports saving to a folder
I want to create a report thhat list of all the PO raised today up until the time the report is run. This report then need to be exported into a cvs and or excel format so that I can import this into the finance system. I have seen a query in the community that gets the information, I just need to work out how to just get todays orders. But I cants see a way I can automatically run this report on a schedule and save the file to a folder that the finance system is monitoring. Any ideas how I can do
Query for requests with most common category/subcategory
I'm having trouble finding a query that will produce a report of requests (both incident and service) with the most common category/subcategory. I would like to use this to find trends of issues that need to be addressed. It may also provide information on training that is needed for end users or techs. Please let me know if there are any clarifications needed. Thank you for any assistance you may provide.
Replying to a ticket using reply template not working
Morning, We just upgraded to SDP 9404, and we are having issues using the reply template. within the ticket we hit reply, and select one of the reply templates but then get the following error: 'You are not authorized to view this page' can you let me know what to check? I have recreated the template and still not working. attached is a screenshot of the error and the role permissions of the tech thanks, Shane
Anyone seeing KB4055532 failed "The wait operation timed out."
It's been out for w eek or so and continues to fail on all of my systems.
ME User Conference, Australia - Accelerate your journey to compliance with our privileged identity management suite
We're excited to announce that registration for ManageEngine's Australia User Conference in Sydney and Melbourne is now open. Register now. Why privileged identity management? Privileged identities regulate access to an organization's critical IT assets. Today, with the evolution of cyberthreats, privileged identities have become a prime target for hackers; they use these privileged identities to create cracks in an organization's security infrastructure through which they can steal sensitive
ManageEngine user conference Australia (April 30 - May 1) (May 3 - May 4)
We are happy to announce that we're having our next ManageEngine user conference in Australia. Dates: Sydney - April 30 - May 1 Melbourne - May 3 - May 4 What's in store for you? Get an exclusive sneak peak into our latest products, product features and attend live demos to understand how the product works. Talk to our experts; tell us how you're using out products, and share your feedback on how we can help you make IT better. Connect with peers and find out how top enterprises manage their
Hotfix 8106 released
Dear Customer, Today we have released the 8106 hotfix. Data privacy regulation (GDPR) has been introduced in this release. Here you can download the hotfix https://www.manageengine.com/products/support-center/service-packs.html Please find the readme from the below link https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8106 Thank You Regards, Arun SupportCenter Plus
Report that returns the orders in which a technician participated
I need a report that returns the orders in which a technician participates and the state is resolved. All report i test show the last update state, i don´t want to take the last update of the order, you should look at the whole history. I have MSSQL - ServiceDesk version 9.3 Thanks and regards!
Add/Modify report to dashboard
is it possible add or modify a report in the dashboard? I find predefined reports but I do not see the option of entering a custom one. For exemple, I like to add more states in the report "requests by technician"
[GDPR Webinar]: 5 steps that will save you from the GDPR violation penalty.
Hello folks, In less than two months, companies who handle the personal data of EU citizens will be held responsible for protecting the personal data of those individuals. Organizations need to prove that they're complying with GDPR requirements. However, according to a recent survey by security firm Bitdefender, security professionals (83 percent of CSOs and 51 percent of CISOs), would rather risk fines than tackle the complex nature of GDPR implementation and compliance. It's high time for us,
[GDPR Webinar]: 5 steps that will save you from the GDPR violation penalty
Hello folks, In less than two months, companies who handle the personal data of EU citizens will be held responsible for protecting the personal data of those individuals. Organizations need to prove that they're complying with GDPR requirements. However, according to a recent survey by security firm Bitdefender, security professionals (83 percent of CSOs and 51 percent of CISOs), would rather risk fines than tackle the complex nature of GDPR implementation and compliance. It's high time for us,
[Tips & Tricks] Night-mode automations
Scenario: One of our customer's came up with a requirement i.e, to notify him or a group of technicians when tickets are created "after business hours". His primary concern was to not miss any high priority tickets. Their organization was getting lot of negative feedback from their end user's because of not addressing show stopper issues and they couldn't figure out how to put a full stop this issue. Customer wanted to check with us if we can provide a solution. Initially, the customer had enabled
Deploy test environment version 9403
Hello, We have ServiceDesk Plus version 9403 in production environment. We want to deploy a test server with the same version (9403), but we are unable to download this version from your website. How can we get a copy of the 64 bit installer?
[Free online training] Active Directory self-service password management with ManageEngine ADSelfService Plus
Hello Folks! ManageEngine is back again with another series of online workshops to help you make the best use of our integrated password management and single sign-on solution- ADSelfService Plus. This free live online training will be your guide to eliminate password management troubles while helping you get a better hang of using the solution. The benefits don't just end here. By attending all the sessions in this series you can take up our MECPA certification test for free.
Redacting PII from submitted tickets and their history
Is there a good way to redact tickets and their history in ServiceDesk Plus? I have not found a way to remove text from the history, even after editing the the tickets. Is this something that we need to do on the DB side? We are using MS SQL 2014.
Group Circular Nesting
Is it possible to report on circular nesting of groups?
Database retention settings
I would like to understand how the database is managed. What is the default retention time for data? Is this configurable and if so, where? I'm not worried about size yet, but I do want to understand how long event data is kept in the database.
Add User Account on RHEL
Hi, I installed linux agent on a red hat 7 64-bit I'm trying some operations, change password is ok, but if I do "add user account" doesn't work. is there a specific reason or are there any particoular settings to do? thanks
Upgrade failed when update from 9202 to 9300
Hi Upgrade time from version 9202 to version 9300 process up to 98% complete but eventually fails. Is there any solution????????
Auto CC script not working
Hi we configured auto CC with one script EmailIdtoNotify it working fine for one month but unfortunately stopped after that also I tried to run the script with python shown "indexError: list index out of range" regards Ahmed
Call API and edit form rules
Hello. I want to change my request form rules from another program which data comes from there. Some rules should be changed when data changes. For example I have multi select fields that changing selection of items inside it, will filter other fields in form which all data comes from another program How can I change data safty with Rest API with my program that there is no need to change SDP database?
Did You Know - Real-Time Password Sync Agent
The real-time password sync agent in ADSelfService Plus accomplishes the following objectives: Sync password changes in Active Directory with connected IT systems and applications in real-time. Send email and SMS notifications to end users immediately after a native password modification, which includes password change by users through the Ctrl+Alt+Del option and password reset by the admins through the ADUC console. [Planned Feature] Password Policy Enforcer - Enforce custom password policies
New APD patch approval process
So i see we have some newer patch approval processes where you have test groups where you approve patches that have been tested in lower environments. So what happens when a patch is only required in prod? Say there is a third party patch that is only available in prod? Do those just not get approved? We have a largish number of configs so its not unforseable that a patch would not actually be in our dev environment. Most will but its not 1 to 1. So how do we deal with that scenario?
Can we Lock a ticket while they are being worked on or open?
Multiple techs pick up the same ticket at the same time. and start working the issue only to find out to late they all were working the same issue. This is a big waste of time. Plus frustration. once a ticket has been opened, and i mean for viewing it should be locked until its closed or has been assigned. This way if i open a ticket 10 seconds after another tech i get a message saying this ticket is opened by someone else and can not be edited.
Pre-loading Additional Incident Fields with Data
I ran into a something that would probably be nice to have. I would like if we could have some additional control with "Incident - Additional Fields" and map some of those fields to data that already exists. For instance, I want to make a Pick list called "Implementation Technician", and when we click the drop down, have that drop down filled with a list of technicians. It would be a pain having to manually input every technicians name into a field when we could just map some fields to different
Tooltip or information for existing fields and additional fields
Hi. My name is Facundo and actually im working with Service Desk Plus 9.3 Build 9329 - Enterprise Edition. We are implementing the tool and we are faced with the lack of an option to create a tooltip or "pop-up" information for the predefined fields and the additional fields. It would be especially useful to create these tooltips so that both the users (in fields to be completed) and the technicians (in fields such as Category), know how to use them. Is there any way to create tooltips or edit the
Remote control doesn't work.
In SDP OnDemand, if I open a successfully scanned asset, set the option to "do not prompt user" and click the remote control button, some machines never allow a connection. It just sits on that page for hours. Some work but take an unacceptably long time (a minute or more). Some do work fairly quickly. But if I go to assist.zoho.com I can start a session almost instantly with whatever machine I add to the list by running ZA_access.exe on the target machine. Now, I know that these two products are
[ME User Conference, Australia] Accelerate your journey to compliance with our privileged identity management suite
We're excited to announce that registration for ManageEngine's Australia User Conference in Sydney and Melbourne is now open. Register now. Why privileged identity management? Privileged identities regulate access to an organization's critical IT assets. Today, with the evolution of cyberthreats, privileged identities have become a prime target for hackers; they use these privileged identities to create cracks in an organization's security infrastructure through which they can steal sensitive data.
Custom field - multi pick list
For custom field, similar to how we have pick lists, can we have an option where we can select multiple items, e.g. multi tick boxes? There may be more than one option we need to select for a given item.
Group Mail Settings
Hi, Which is functionality of the group mail settings in the groups? Can I change the size of field in Type of Asset (by a greatest size characters chain )? Thanks
Applied business rules not logged on ticket history
How do we track the applied business rules on the ticket's history? After doing multiple tests, nothing really shows up on Request ID ticket history?
Java issue after upgrading to 9402
Is anyone else running into Java issues after upgrading to 9402? We have a daily problem where Java will take up 80%-90% of the server's CPU and over 1.2GB of memory. This will lead to SDP becoming unresponsive. If we restart the SDP service, Java will go down to around 500MB and SDP will be fine for the rest of the day. If not, it will eventually become responsive again, but the issue will keep occurring multiple times a day. I've already contact support (#8187972), but their response is that we
TWTQ: Automatic ticket assignment
Hello everyone! Here's This Week's Top Question (TWTQ): Q: How do I automatically assign incident tickets to the concerned user? A: EventLog Analyzer's built-in incident management module allows you to manage all security incident alerts as tickets. You can assign the incident tickets to any of the product users, track their status on a central dashboard, add notes relevant to the incident resolution, and more. You can create rules to automatically assign incident tickets to any of the product users.
Emails alerting techcnicians by email when a new request is created- not working
Hi, We have set up the support desk to alert certain technicians by email when a new request is created. This has been working fine for months, but seems to have stopped working since 10/04. All other email triggers are working as expected. We use Office 365 to send these emails. Is anybody else experiencing this or can help? thanks Gareth Parry
Query Report - To display Timespent along with Total, Consumed and Remaining hours
Applicable for Charge by Hour type. PGSQL: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", cast((sum(ct.TIMESPENT)/1000 * interval '1 second') as varchar) AS "Time Spent", aau.FIRST_NAME AS "Requester", std.STATUSNAME AS "Request Status", rrs.RESOLUTION AS "Resolution", sp.fixedmonthlyunits "Total Hours", (MAX(bc.consumedunits)/3600000) "Hours Used",MAX(sp.fixedmonthlyunits)-(MAX (bc.consumedunits)/3600000) "Hours Remaining" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID
Come, attend the Network Configuration Manager User Conference at Sydney & Melbourne!
We're happy to invite you to the Network Configuration Manager User Conference and Training at Sydney and Melbourne between April 30th and May 4th. [Register now] This two-day event full of in-depth and intensive technical training will help you make IT management simple, fast, and efficient—all focussed on Desktop Central. Trust me, you don't want to miss it! Here's what you can do there: Discover the latest ITOM trends, watch live product demos, and get a sneak peek of our product roadmaps.
NetFlow Analyzer User Conference and Training in Sydney and Melbourne!
We're happy to invite you to the NetFlow Analyzer User Conference and Training at Sydney and Melbourne between April 30th and May 4th. [Register now] This two-day event full of in-depth and intensive technical training will help you make IT management simple, fast, and efficient—all focussed on Desktop Central. Trust me, you don't want to miss it! Here's what you can do there: Discover the latest ITOM trends, watch live product demos, and get a sneak peek of our product roadmaps. Attend one-on-one
Microsoft Office Vulnerability - System login details at risk(CVE-2018-0950)
4oo million active users of Microsoft Outlook may be in danger of getting hacked, going by the discovery of a CERT researcher, Will Dormann. What is at stake? All sensitive information including Windows login details Who is in danger? All Windows users using Microsoft Outlook for emails How does the hack work? A remote attacker can email an OLE content(embedded and linked object) in the form of a Rich Text File(RTF). This RTF contains a remotely hosted image file(OLE)served from an SMB server controlled
Microsoft Office Vulnerability - System login details at risk(CVE-2018-0950)
4oo million active users of Microsoft Outlook may be in danger of getting hacked, going by the discovery of a CERT researcher, Will Dormann. What is at stake? All sensitive information including Windows login details Who is in danger? All Windows users using Microsoft Outlook for emails How does the hack work? A remote attacker can email an OLE content(embedded and linked object) in the form of a Rich Text File(RTF). This RTF contains a remotely hosted image file(OLE)served from an SMB server controlled
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