Ticket Management Automation Workflow
Hi, I have spent the evening reading over various Python scripts that have been written to complement SDP's built-in functionality. For example, I have implemented the script that sends a daily notification to technicians concerning open requests within their respective queue. I also read over this script - https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status - where it supposedly closes a ticket after 3 days if
Export all the tickets
Hello guys, I've tried to upgrade to from 8 to 9 but failed applying the hot patches. Once SDP was upgraded, a few pages didn't work. So I gave up and retored the sources and database. Another alternative for me is not to upgrade, stop the old release and begin with the following TKT number in the new release. My question is, Can I export all the TKT from 8.2 release and import them to the lastest one? How can I do that? Thanks for your support. Sebastián
Wish to have same columns available (ability to selected them in the list) in "patch managment" and "inventory" rubrics
Hello I use very often, in desktop Central, the rubric patch management, to follow the parc ( check if patch are necessary and have been deployed, i connect to desktops throught this, see specific values i have defined, and see who is the owner, and others things..) I have noticed, when i go to "all desktop's view in patch management" and all desktop's view in inventory" that "all columns fields (avaialble in selection) are differents beetwen patch mangement and inventory. Some importants values
ADSeftService Plus remote create multi services PAExec-[ID]-[ComputerName]
Hi everyone, As I mentioned above, When I monitor my AD servers, I dectected ADSeftService Plus very multi services likes PAExec-[ID]-[ComputerName], Can you explain me about these services? Thank you very much. Regards, Asrui
Script Master 15 : First step towards proactive problem management in your IT environment.
Hello users, Hope you all are well. Excited to connect with you once again through this post. Last week, we discussed on periodically notifying technicians about the pending requests. This week, it is going to be for all the busy firefighters of the IT infrastructure, the techs who operate in reactive mode and yearn for a proactive problem management. So today's script focuses on analyzing the data (nature of the request) and alarms the technicians about frequently raised requests' category, and
Opmanager esxi graph performance
Hello! I have tested Opmanager 12.3, and add vcenter appliance (which consist 5-6 esxi host). But, now when I go to GRAPHs page to se graphs performance, I don't see anything... All graph, like CPU Utilization [VIWebService] show data Data not available . How I can configure collect performance information from vcenter and see this on graph ?
Change TKT ID start number
Hello guys, I've tried to upgrade to from 8 to 9 but failed applying the hot patches. Once SDP was upgraded, a few pages didn't work. So I gave up and retored the sources and database. Another alternative for me is not to upgrade, stop the old release and begin with the following TKT number in the new release. My question is, Can I update the TKT ID table so I can begin with release 9 with the TKT #6000, for example? (and not begin with #1 again). I was looking for the main tables but the system
ServiceDesk Plus 9407 Released
Dear Users, SDP 9407 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-69982 : Beyond the Submission stage of a change, the Change Owner will no longer be allowed to globally edit the fields. From the Approvals stage of a change, any global edit made by the Change Manager will be notified to all Change Roles associated. You can disable this under the Change Notification Rules. New feature in 9407 SDF-67777
TWTQ: Conducting forensic investigations with correlation reports
Hey everyone! Here's This Week's Top Question (TWTQ): Q: How can I conduct effective log forensic investigations with correlation reports? A: When any incident is detected, the first course of action to be taken is a forensic investigation. This involves combing through your logs to identify a log trail, which tells you how an attacker breached your network and accessed your critical data and resources, and any other actions he/she might have taken. The correlation module of EventLog Analyzer vastly
Change Calendar: Month vs. Week
Feature request to enable the ability to select the change type within the week view. Currently the ability to filter by type is only visible in the month view:
Can the Server Name DNS) be changed ?
We have changed to a verified domain in SDP on demand (servicedesk.xxxxx.com) to enable single sign on. Having set-up SDP integration in desktop central the Server Name (DNS) is set to https://sdponde... 1 hour ago
[ME User Conference, San Francisco Bay Area] Accelerate your journey to compliance with our privileged identity management suite
We're excited to announce that registration for ManageEngine User Conference in Pleasanton, CA is now open. Date: May 23 - 24 Venue: Zoho Corp., 4141 Hacienda Drive, Pleassanton, CA 94588 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
Join us in Pleasanton for 2 days of intensive training, and fun networking: ManageEngine User Conference 2018 is here!
We'd love to host you at our Pleasanton office for the ManageEngine User Conference and Training on the 23rd and 24th of May. It's going to be two action-packed days designed to help you get more out of your ManageEngine experience - with dedicated sessions for Firewall Analyzer. Click here to check out all the details. What's in it for you: Talk to our experts in 1:1 sessions, and get all your questions answered Watch live demos, learn what's new, and participate in hands-on training Discover
In the spotlight: ManageEngine Applications Manager secures a spot in Gartner's APM MQ!
ManageEngine Applications Manager has been recognized by Gartner's 2018 Magic Quadrant for application performance monitoring (APM) for the sixth time! The Gartner Magic Quadrant assesses 15 leading application monitoring vendors and rates their products based on specific criteria such as digital experience monitoring (DEM); application discovery, tracing, and diagnostics (ADTD); and artificial intelligence for IT operations (AIOps). Gartner then positions each vendor on two axes: completeness of
Tables in Report Generation
We have a request template [attchd: request table] that has a table (created & copied from excel) but when we generate a report for the template, the table does not show on the generated report [attchd: request report]. Is this the report's behavior or is it possible to display the table in the template to the generation of reports?
ManageEngine Licensee Consumption Report
Hi, We are having 1000 License for ManageEngine. We need to know where are we consuming our 1000 License. Do we have some kind of report which maps the License with the requisite Assets Regards Kumud Mishra 9830742793
Custom trigger for receipt of email
Is it possible to create a custom trigger that fires whenever a user emails a reply to an open ticket? I need to monitor when users have replied to tickets my team have open. Thanks, Adam
Audit log for Requester and Technician Data on SDP
I was informed by SDP support that they have not received a similar requirement for audit trail or audit log for requester and technician records on SDP. Is there anyone here looking for a similar requirement? Complete Requirement: Track who created, updated, or deleted a technician or requester on SDP Track when the technician or requester was created, updated or deleted on SDP Track how the technician or requester account was created, updated or deleted on SDP Track what module or feature was used
Incoming Call Popup
I am testing the CTI integration as it is something I am considering buying, but I have an issue. When a call comes in and you click the 'Log Request' link in the 'Incoming Call' popup it opens up the new request form with the user's information filled out, but it does not set the 'Mode' field to 'Phone Call'; you have to manually switch it. When requests are created through the other methods, email, webform, API, the mode field gets set correctly. I tried removing the field from the template but
SLA Escalation route depending on technician
Hi, We want to set the escalation route to be dependent on the technician. i.e. If Fred in I&D has an incident breach SLA we want the email to go to his manager. If Kathryn in IT has an incident breach, we want the notification to go to her manager. We are planning the SLA's to be set per category but might be different depending on which account they are on. We have a variety of departments using ServiceDesk so a single escalation route isn't good for us. Can we use the Organizational Roles in escalation?
DB Table for request schedule
I am trying to find in the database where request change schedules are stored. For example, when you set a ticket to a status like "on Hold" and schedule it to become "open" on a certain date. In what table is that stored? I need to modify these manually via sql to account for technicians who forget to set the schedule on their tickets.
Report on all incident requests received 'outside operational hours'
Anyone know how to run a report on all incident requests received 'outside operational hours' ?
MS Intel Microcode Update - KB4090007
Is this in the works to be added to the patch DB in DCentral? Microsoft has had it out for a while now and they are adding to it whenever Intel adds updates. Our patch DB is sync'd and up to date but i don't see this anywhere. Or are we going to need to add it manually?
Need a list of Categories, Subcategories and Items.
Hi, can anyone help me with a way to export a list of the Categories, Subcategories and Items so I can use them to map SLA's in our documentation? Thanks Tim
NIOProtocol Ciphers
Hello, I am attempting to harden our site and am running into an issue with ciphers when using the NIOProtocol for the notification bell, shared colab etc. It seems whenever I add ciphers to the server.xml the site won't load. Are ciphers supported in the NIO config? If so, which ciphers can I use? SDP 9406 MSSQL working config. <!--NIO Port Configuration--> <Connector SSLEnabled="true" clientAuth="false" connectionTimeout="20000" keystoreFile="conf/sdptest.pfx" keystorePass="certpass" keystoreType="pkcs12"
Notification of email received
Hi, I am trying to configure SDP to notify (via email) the technician working on an incident whenever an email is received relating to the incident. I've looked at custom triggers but I can't see how to set a trigger condition of 'email received' to fire off an alert email. Any suggestions? Cheers
Hi Peeps
I recently set up new service desk 9.4 Build 9402. How do i go about importing old requests (SQL) from the old service desk into the new one that i recently set up. Am desperate.
EventLog Analyzer and Firewall Analyzer Integration
Hello, We have both EventLog Analyzer and Firewall Analyzer. We are wondering if there is any sort of integration between the two systems? Our firewall logs are presently going to Firewall Analyzer but we would like them in EventLog Analyzer as well to correlate events. Before duplicating the logs in both systems, I wanted to see what other options we may have. Thanks, Matt
[Upcoming webinar] 5 essential revenue metrics MSPs can track using analytics
We'd like to invite you to join our free webinar where you'll learn about five crucial revenue metrics that can help managed services providers (MSPs) ensure their business remains profitable. We'll discuss how MSPs can use analytics to: Ensure a steady flow of revenue Diversify revenue by reducing dependencies on a small group of customers Track profitability of individual support groups Measure deviation from their expected revenue Register now. Date: May 23, 2018 Time: 2pm AEST | 10am GMT
[Upcoming webinar] 5 essential revenue metrics MSPs can track using analytics
We'd like to invite you to join our free webinar where you'll learn about five crucial revenue metrics that can help managed services providers (MSPs) ensure their business remains profitable. We'll discuss how MSPs can use analytics to: Ensure a steady flow of revenue. Diversify revenue by reducing dependencies on a small group of customers. Track profitability of individual support groups. Measure deviation from their expected revenue. Register now. Date: May 23, 2018 Time: 2pm AEST | 10am
Database empty when new installed MySql WorkBench 8.0
Dear Everyone, I have a problem with my ServicesDesk Plus, I store database in MSSQL server 2008R2 and install new MySQL Workbench 8.0 when access againt all the database was empty. Please help me fix this problem many thanks.
Cumulative updates KB4103721 can brick your Windows 10 computers
Users may experience a few issues after applying the cumulative updates - KB4103721 - for version 1803 for Windows 10 computers. On applying, the screen turns black and the system doesn't boot. This is due to an unidentified bug, which Microsoft has not addressed and is believed to be working upon. The only possible workaround is to downgrade or uninstall the latest cumulative update KB4103721 or restore a previous point. Restoring to a previous point in time won't affect your personal files and
Cumulative updates KB4103721 can brick your Windows 10 computers
Users may experience a few issues after applying the cumulative updates - KB4103721 - for version 1803 for Windows 10 computers. On applying, the screen turns black and the system doesn't boot. This is due to an unidentified bug, which Microsoft has not addressed and is believed to be working upon. The only possible workaround is to downgrade or uninstall the latest cumulative update KB4103721 or restore a previous point. Restoring to a previous point in time won't affect your personal files and
Report column formatting
Is it possible to correct the format of reports to not justify the 'Organization Details' information to the far right. If we shorten the details the column is still justified and skews the print out and excel book:
Custom script
hi help me I want to run a script that changes the site and the author of the ticket. Run it will be the trigger.
how to add multiple emaills in Managine service
Dear sir/Madam, Please we need your help in Manage engine service plus when the requester send email through outlook they do not get the Request ID and Assigned Technicians. And also can we attach more than one email in Manage Engine service? How can we configure? Regards, Abreham
Improve security and user-experience using techniques mentioned in this white paper
Using purpose built-in applications for each function like CRM for sales and marketing, HRMS for people management and BI tools for strategic decision making, etc, has become inevitable. While the mix of many applications may serve well for the productivity of the organization, it might lead to potential security vulnerabilities and poor user experience. The struggle to remember many passwords may force users to resort to unsafe password storage methods like writing down passwords. End-users' enthusiasm could also
Assigning Lync / Skype telephone numbers
Hi, I'm setting up a template to create our AD accounts and want to user it to create enterprise voice Lync/Skype accounts. On the OCS/Lync/skype tab there is a "Line URI format" box where I've entered tel:+<externalnumber>;ext=%telephoneNumber%, with AD Manager picking the telephone number up from the General tab. 1) When i log in as a technician the telephone number field is greyed out, can i change it so numbers can be entered? 2) Is it possible to auto fill this field from a text file. Assigning
Contract Value - Billable Hours
Is there any way to mark few Sites as Billable /Non Billable or any way to put a contract value with particular Site / Department (So that I can track how much time is spend and out of that, how much i can charge)
O365 Manager Plus 4203 released with new audit actions and enhancements!
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus - 4203. Highlights: Inbox rule report: This new report will list all the inbox rules created by users, along with the complete details of the rules. Set mailbox storage threshold and retention period: Specify the maximum storage limit at which the users must be prohibited from sending emails, and the storage limit at which warning must be issued to them. Specify retention period for the deleted mailbox items.
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