In Progress status behaviour
This is a two part question about how in progress ticket status behave when the user responds. 1. We have several ticket status types (ex: WIP) that stop the timer and are considered 'in progress'. These are used to manage a ticket through its lifecycle (ex: Open -> WIP -> Pending Vendor -> Closed) without negatively impacting a SLA target. When an user responds back to a ticket in this type of state - is the expected behaviour to have it switch the status back to OPEN? If so, is it possible to override
Project Report with Associated Tasks
I need to be able to create a report for Projects - which should include all tasks/milestones, any work that was done within that task, dates created/assigned, Due Dates, Length of time opened, % Complete, Date Completed, Project Name, Assignees, etc. In other words, an all inclusive report on Projects. Is this something you can help me with? We will use Projects heavily in our company.
ServiceDesk Plus MSP - version 9.4 - Build - 9403 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9403 Please refer the Migration path table available here and upgrade to our latest build 9403 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9403 ? Features : SDPMSP-11016: Ability to change billing status through business rule. SDPMSP-11402: Bulk association of notification rules to accounts is made easier. SDPMSP-11449: Option to enable/disable 'Domain Filtering
Send notification when priority of ticket has been changed
Hi is there switch that enable notification for technician when assigned priority ( or specific field) has been changed but not necessary to be a specific one. Like low to high or high to urgent, or even urgent to low? Business rule section seems to be not flexible enough for condition part. Thanks, . .
managing Site and User Name when creating a new Ticket via Custom Function
Hi, is there a way to create a Custom Function that reset content of User name text field (Requester) when the item of Site is changed during the creation of a new ticket? Or to keep Site field always not editable? Cause I have a strict relationship between User and Site and I don't want to allow Site changing once the User is defined in is own field Thanks
monthly report of requests transferred from one group to another
Good day, please help me with the report. I have created groups engineers in SD, 1 line, 2 line, 3 line. I need a monthly report in the percentage or number of requests that have been transferred from one group to another. Thank you
Apply the Windows 10 April 2018 Patches using Desktop Central
We are happy to inform our customers that ManageEngine's Patch management now supports Windows 10 service packs and the latest Spring Creator Updates/April 2018 updates. One can also upgrade to Windows 10 Operating system using ManageEngine Desktop Central. Refer this webpage to learn how. Click here to learn about deploying Windows 10 feature packs using Desktop Central Please note: Customers are required to sync the Patch DB manually before scanning their Windows 10 computers.
Delay in typing when SSH or RDP into a server
Does anyone else experience a delay in typing when SSH or RDP into a windows/linux server? If so, any find a solution to fix this or at least improve it?
How are Assets Fields Organized?
I'm noticing some differences between what the asset is designed to look like, and once it actually looks like when adding the asset. For example, in the CMDB - Configuration Item Type (See attached image: CMDB - Configuration Item Type.png), I have organized the fields as I would want them to display when creating a new asset. However, when I view the CMDB, I click my item (In this case, Site) and select new, what displays here is not the same as what displays in the CMDB Configuration Item Type
Restrict Technician to Resolve incident opened by Him
Dears , How i can Restrict a Technician to resolve a case opened by him ? Ex : i am a technician & i opened a case for Group XXX , I need to make restriction not allow me to resolve the incident . thank you
Where do you change the log level for PMP
My logs are extremely chatty. Last summer when we were looking into a problem, I remember PMP support made me change it to the highest level but can not find the notes I took at the time to revert it back to normal. My daily logs are going from PMP0 to PMP1 and some times to PMP2 in one single day. I want to change it back to normal.
Get password using the API
Ive been looking at the Checkout password and Checkin Password API URi... but I am unable to retrieve a password using the API. Is it possible to retrieve the password using the API in PMP?
Copy Change - Retains approval status
Hi When a change is copied, if it is an approved change the copied change also takes with it the status of approved. How do I prevent this from occurring as circumvents the approval process. Regards Mike
Technician Name as tech firstname and tech lastname variables
This request goes back a long time, but it continues to slow us down. We use standardized templates for replies to requests, and we have to manually go in and delete the last name. The reality is, we want to reply informally with "Sincere, John." But we can't and instead have to live with, "Sincerely, Doe, John" or edit every reply to erase the last name. Thanks, Adam
GDPR anonymize
Hi all, has anybody successfully used the GDPR functionality to anonymize users being deleted? We cannot seem to get it to work - user names are still shown as before Kind Regards Michael
Mandatory fields when closing Requests
Hi, Is it possible to add an additional mandatory filed for when closing only certain requests? So for example, all of our current requests require the same fields to be filled in (Technician, Group, etc) but one of our IT teams requires an additional field to be added but all I can see is an overall option (attached). Can you assist?
SLA enhancement - OLA's, UPC's
Big ask here - can you look at the SLA area and look to add the other elements of managing the Service Agreements with the business. I believe in V8.0 the SLA side is being enhanced to tie in with the Service Catalog which sounds interesting and exciting ( as Service Level management can be!! ) To have a way of managing the relationships inside IT, with the requirements for the teams to turn around work within a given time that fits inside the SLA, that way we have the OLA's We would be able to report
ServiceDesk Plus MSP
Please help me on below query “How to import open ticket details from Manage Engine service desk plus MSP to any database? We are preferring MySQL DB please let us know ”
Fetch Mail from Multiple Mailboxes
Is there a way to fetch mails into Manged Engine from Multiple Mailboxes? For e.g. in Shift 1 (9am- 5pm) mails will be fetched from X Mailbox and in shift 2 (5pm - 10pm) they will be fetched from Y mailbox
Qualification SDonDemand
Hi Sriram Please advise on which qualification or what course do I need to take if I am a technician?
Desktop Central Free Training
Greetings from ManageEngine Desktop Central! Join us for the Desktop Central's free training. This 60 minutes of training, will help you learn tips & tricks, best practices and hidden secrets in desktop management. You can improve your skills on patching computers, installing/uninstalling software, remote control, configurations, security management and more. Please do come up with your expectations/suggestions, so that we can serve you better. Time Zones: Time Zone 1 - USA, UK, Canada and Mexico
best practices for Patching Windows Servers on a schedule using the new APD features
So i am trying to figure out what changes have been made to APD since .192 and how that effects my managed devices. My struggle here is we do not patch in mass. Instead we have a specific schedule for each device which has been arranged and agreed upon by Operations and the applicaiton owner. Schedule looks like this. Custom group A patches from midnight to 6 Am on Patch Tue +7 Days. Custom Group B patches at Midnight to 6AM on Patch Tue +12 Days typicly what i have done is on the monday before
How is every one else utilizing the new APD policies?
My requirements isnt that we patch on just a certain day of the week like a Saturday but it be a specific Saturday. Think of it Patch Tue + 11. With the new option of deploy patches X amount of days past approval i thought i would be able to achieve this by the below config Job is set to deploy patches 9 days after approval. Below is the deployment settings. Since timing of Weeks is based on the 1st of the month I have no way to predict via automation which week the Patch Tue +11 is going to fall
Can't close the banner Login Details when log on the web interface.
Dear Everyone, I just build successful the ServicesDeskPlus and when i log in the first time,i saw the banner Login Details with information User name Administrator and Password default Administrator. I click to close the banner and reload the web page i just saw the banner available. Who help me how to close the banner forrever. Many thanks everyone... and hope recevice your help soon!
Monitor API - Custom Fields
Is there any option to set the custom field 'Configuration Item Id' through the API's ? We have almost everything in place for automatically updating Application Manager on AWS, but we need to fill this field (Configuration Item Id) or any other searchable field, with the instanceID of AWS.
Tired of long upgrade times?
Each major upgrade forces you to click the only button available and that's 'OK'. We all know that it is not OK :-P because it means that if your fileAttachments and inlineimages folders are many gigabytes in size, you're in for a very long wait. I found out, that if you rename those folders into something else like BfileAttachments and Binlineimages and create another empty fileAttachments and an empty inlineimages folder, the backup process will be much faster and start de upgrade sooner :-)
Mysterious process blocking access
Once a day a mysterious process is blocking access to our SDP-MSP and I am unable to pinpoint in the logs what it is. Could I share the logs for an analysis? Thanks in advance
SQL Server version supported
I currently have version 11 b11912 I can not add a monitor for a SQL Server 2014. What versions of SQL support AP version 11? Thanks
Enrollment Notification via Email/Push -- How often to the unenrolled
I understand that one may select which OU's enrollment notification are sent as well as their frequency. What is not so clear is whether the notification goes out once to a given account or a user is sent a notification until that user is enrolled.
Automatically reject changed based on time frame
Hello, I'm implementing the change module of Service Desk Plus. I'm looking to create a customer action or rule to automatically reject a change if the creation of the change is less than 2 weeks from the requested change date. Any ideas?
PowerShell and PMP API
Anyone out there using PowerShell and the PMP API? Anyone willing to post their findings or any questions regarding the topic??
Installing SSL Certificate
Hello, Trying to follow these steps on the 9402 of Service Desk MSP: https://www.manageengine.com/products/service-desk-msp/help/adminguide/introduction/install-pfx.html However it seems that the following path does not exist: C:\ManageEngine\ServiceDesk\server\default\conf I have already completed the CSR on an IIS server and have the .PFX certificate available to import. Thanks
Configured hourly rate for technician working on Project, but it doesn't calculate the rate vs time spent
Dears, I've configured hourly rate to several technicians, however the reports are not generating the cost based on the time spent of the technicians. The actual cost field seems to be a manual field, which is not really useful. Should be a calculated field based on the time spent, and maybe another field for acquisition of materials and services. I'm trying to implement this module in our organization, and having a way to quickly identify projects running costs is a great selling point.
Is there any risk to restoring postgres database to a previous snapshot?
We have a situation where a technician accidentally merged over 50 tickets into one. We have a third-party backup solution that takes daily snapshots of the postgres database and the filesystem. We are considering restoring the database to the snapshot from the previous day. Is there any risk in doing this? The Servicedesk backups are monthly and we would lose too much data if we use the built in restore utility.
TWTQ: Enable and disable correlation rules, alerts, and reports
Hey everyone! Here's This Week's Top Question (TWTQ): Q: How do I enable/disable correlation rules, alerts, and reports? A: As EventLog Analyzer processes millions of network logs, its correlation engine matches them against various known security incident patterns. When a sequence of logs from your network matches one of these patterns, it is a possible attack. It then notifies you immediately via email or SMS and generates a detailed incident report. For instance, a brute force attack occurs when
Change Management Automatic Escalation
If the CMR request not approved in specified days e.g. 2 days, then, the request should automatically get escalated to next level for the approval (3rd stage). Is this possible in Change module?
Customized Email Notification for Tasks Assigned
Is there a way to have an email sent to a technician when a task is assigned to them only if the scheduled start date is populated? We do not want the email sent until a scheduled start date is entered. The default task email notification "email the owner when a task is assigned" is not helpful when there are multiple tasks added to a request from the templates as they need to be edited and the specifics added. There can be a lag between the task added and edited especially if the start date is out
Forwarding Server
Can you have more than one Forwarding Server?
Managing different versions of the same Software
Hi, Im trying to get SDP to manage some software, we have a number of versions of the same software installed across the estate. The software licensing is per mailbox so I have created a license for the latest version and the completed the downgrade product to be the next version down, but with a license set as individual I will have to add 1000 individual licenses which isn't going to work. So I tried to create a Suite and added the two versions of the product in there, this seem to work and showed
New User Form Logic
Hi, I want to add more intelligence to the new user form, essentially I would like HR to fill in information for new hires, they input the name, position title and then select from a list the department in which they are to commence work and the date of their commencement. I would also like them to be able to select the new employees reporting manager via lookup. How do I add the following; 1. Field to lookup new employees reporting Manager 2. Drop down list to select Department 3. Workflow to send
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