How to assign activity project to more users?
We noticed that we can add member to projects and assign them to the activities. Is possible to add Group to projects and assign an activity to one groups of requesters or technician? Thanks.
Filter emails received by technicians
Is there a posibility to filter the email that a technician receives based on Group or Site setting? A technician should receive information about the tickets opened on his site/group and not all of them. Is that possible somehow? Thanks!
Unable to Remote Desktop with desktop central service desk plus
Our helpdesk team cannot remote a computer with Desktop Central using ServiceDesk Plus. Using either Firefox ver. 58.0.2 (64-bit), or Google Chrome ver. 64.0.3282.186 (64-bit), when any of us try to remote any desktop computer with Desktop Central, it brings up a pop-up window trying to establish connection and prompts to install a missing plugin. When you click on the link to install the missing plugin, it takes you to https://www.java.com/en/download/ which Firefox and Chrome do not support Java
API: what format for UDF_DATE?
Hi, what format should we use to ad the current date to a new incident that we add with the api? We tried "dd MMM yyyy, HH:mm:ss" but we always get a date in the 1970's as a result.
Windows domain scan - sync description field of a server
My assets (servers/workstations) are being sync with SCCM. But for some reason the description field is not populated in Servicedesk Plus. Is it possible to sync the description field of a server in sccm to Manageengine Servicedesk plus?
Reorganising categories and subcategories
Hi, We are wanting to reorder our categories and move a few subcategories but don't want to lose the historical data, is there a way to do this? I have read about deleting and bulk editing but I don't know how true this is? Many Thanks
Shared Printer Addition Fails : The data is invalid.
I receive several messages for multiple computers that Shared Printer Addition Fails : The data is invalid. It would be nice to know what printer is failing. I tried to open a support ticket but, desktop central is not listed as a product in the ticketing system. Most of the computers should have the printers install all ready if that helps you narrow down the issue. 10.0.189.
Can someone from SDP help create a report that generate a list of tasks with scheduled start time greater than 30 days?
I need to generate a list of tasks with scheduled start time greater than 30 days under a specific request and specific tasks. Filters: Request Title = Order a laptop Task Title = Equipment delivery from vendor Scheduled Start Time > 30 days
SDP - Contract Management
Is there a way to increase the Minimum Attachment Size allowed? It's currently at 10mb and I don;t see any settings to increase it. Thanks...Jonathan
Error during delete workstation that not scanned successfully
Hi, When I wanna to delete workstation that not scanned successfully Parameter Error: Value '0' passwed for parameter 'wsType' is not in the allowed list / format
Asset Deletion Errors
Service Desk Plus v9330 Go to Assets Select Assets that failed last scans Select one or multiple assets then seledt DELETE from the actions. Errors with... Parameter Error : Value '0' passed for parameter 'wsType' is not in the allowed list / format
Upgrade to 9.4 - views have disappeared
We upgraded from 9.3 to 9.4 (9400 and then 9401) and have found that our drop down to switch between different queues no longer has the support groups listed. Where did they go? Have attached a screenshot of the drop down where the different support groups used to be listed.
Desktop Central ServiceDesk Plus Tickets
We use both Desktop Central and Service Desk Plus. Our users submit tickets using the Desktop Central Agent. Sometime a while back, the address that is used for the attached images was changed to use the Mobile device Management Address. Because this is an external address, we can not see the attachments without changing the address to the internal server in the browser. I submitted a ticket and was told that this is an enhancement to allow for external access but this does not work for us.
ADManager Plus Update 6622
I see the update for 6622 is out there, but I do not see a release announcement. What is in the new update? Is it just patches or is there anything new in the build?
Continual need to Clear Cookies and Other Site Data
Why do we have to continually clear cookies and Other Site Data in order to see the Community tab within SD+? We also have frequent [Rendering Exception] messages on some fields/tabs. Why does this continue to happen? It is very frustrating! Anyone else have this happen? What is your solution? Once Cookies and Other Site Data is cleared, I can see the Support page, but have to log back into all my apps! It does not fix the Rendering Issue - have to go rename the Reports folder on the server and hope
Sdesk freezing trying to analyze our Fortigate
Hello I'm trying to analyze our network and Sdesk is failing with several network devices. One of those cases is with our fortigate firewall, basically the analysis process never ends. I checked the log and I see tha S Desk is capturing the information but it doesn´t know what to do with it. I created a ticket 6 days ago and no response from Manage Engine
Redirect to form after requester logged in
Can help to redirect to form after requester logged in? TQ
Service Desk Plus 9.0 login failed AD from Internet portal
Hello, I have a problem with version 9.0 free with AD authentication. Within the local network I can connect but from the internet does not validate users. This started after adding a new user to test and only leaves from the same LAN Network. regards.
Replace $VARNAME$ for person name in Service Approver list
Hello Community, is there a way to display only name in the Service Approver list instead of the field variable : i would like remove the $VARNAME$ to the name of the person only. Best regards, Martin
Time spent reporting in all module
Hi, In the below query, It´s possible to change the column "Time Spent Created time" by "Time Spent Starttime"? It´s possible add new columns as "Account" and "Time Spent Description" ? , and finally it´s possible to obtain the total amount of "Time Spent" for each technician? Thanks in advance SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title", CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600
Reset ManageEngine service account.
Hello, I need to reset Reset ManageEngine service account. Is there a procedure that I need to know or I can just reset the service account in AD, and then enter the new password for the service account on ManageEngine server service console. Thanks
Auto CA so users don't have to force
I didn't think it would be a huge deal for users to have to force the browser to accept the CA considering I made step by step instructions on how to do so. With that said has anyone had success with bypassing this process by putting the CA directly to the host computers prior to logon or any other methods?? Thank you
Service Desk - Adding Change section for the End Users
Under the Admin view, there is a tab in the Navigation Menu called Change. I need to add it to the navigation that the end users see. Right now, the end user see home button, Requests, Solutions and Ad Self Service. Is there a way to do this and if yes, can someone kindly tel me how? Please see the attached SD_1 for the User view and the SD_2 for the Admin. Any help is greatly appreciated!
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved at
Service Categories visible in Incident Templates
HI, I have created a list of IT services and Business services configuration items. But they are not all visible in Incident default template. Can someone help me to find out the correct configuration so that the CI IT services and Business services are available for selection Thanks Jacob
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved
Attachment Field
We are looking for the possibility to create user defined fields that links to attachments. This will be part of certain business forms/customer documentation that needs to be uploaded. We will also need some validation on on this to check what is uploaded or not.
[Webinar] Active Directory & Cloud applications password management made easy for end-users
Why do you need to focus on password management? According to Gartner Inc., 40% of all help desk support calls are for password resets and account unlocks. As a help desk technician, handling password reset calls can be time-consuming and quite frustrating. With organizations adopting multiple cloud applications, these password management troubles will only increase. But what if we could deploy a solution that will empower users to securely manage their Active Directory and cloud apps passwords?
Feature Request: Expand associated incidents/requests iframe size in Changes/Problems
The iframe that displays all of the associated requests/incidents for a Change/Problem only displays 3 requests at a time. When you have 10+ (or in my case now, 25+) requests, scrolling the list gets very cumbersome. It makes it very difficult to see all of the associated requests. For the change I'm working on right now, I ended up entering in all the requests into an Excel spreadsheet just so I could see all of them. I would like for you to either increase the length of this iframe or do away with
Why does User Activity Report cuts in the middle off when exported to excel
I just generated a User Activity Report, under Reports heading (nothing custom or fancy, Just a canned report). When I export to excel it cuts off around 350 user records, while I have 550+ users. Can anyone tell me why this is happening ? Exporting to PDF works fine, but I need the output in excel format so that I can sort and manipulate according to what my management needs.
How do I add an account to a resource group?
I have a group of Cisco IOS devices that i am trying to assign an account to. After my first attempt, i saw the error "Credentials for remote password reset is not configured. Please configure and try again" I added those credentials and tried again but i received the same error. What am I missing?
Resource Groups
Hi, in the same environment is it possible define in two different Resource Group (ownered by two different administrators) the same resource? If yes, is it possibile to define on that resource only different accounts? In case the resource account is provided to a group that has the same resource in its group, the platform works in overwrite or adding? Regards. Emanuele
Custom Roles
Hi, I am using PMP 9.3.0 on which I have created couple of custom roles. However I cannot add any users to these roles. When I click on Change Roles, custom roles are not listed. I have done this before but for some reason cannot do it again. Both custom roles are approved. Any ideas? Any help is much appreciated. Thanks
Audit Keyboard
Hello, does connection auditing also record the commands typed on the keyboard? If so, where can you view them? thanks Emanuele
PMP 9502 Update - Various Questions
Hi, Does anyone know if this update can be applied to a 9501 HA pair of servers without breaking the HA link (as it's a point upgrade i suspect it can be, however I'm not 100% certain)? Has anyone done this successfully yet? Anyone applied 9502 yet and have an opinion on it's stability? Normally I'd prefer to leave updates a little longer before applying them, however as the bug fix addresses issues with password resets, I'm inclined to apply it quicker than I usually would. Thanks Chris
Ask The Experts - April 5 - Completed
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Python script to create child request is adding additional brackets
Hello! I'm using the script "[PYTHON] Script to create multiple Child requests from a Parent request with a configurable JSON file" as a template (from the Resources site). I've only modified it to include my own custom fields. When the script creates the JSON input to create the new request, it places square brackets around the field data. This means that I'm unable to use the variables to populate other fields (such as creating a description), as Python views them as lists, not strings. Is anyone
Putting a request on hold under the resolution tab now requires a resolution
We used to be able to put a request on hold under the resolution tab, without a resolution. After updating to 9.3 Build 9307, the system requires a resolution even though we're just putting the request on hold. Is this by design now or a bug? Thanks, Tammy
Can Analytics plus be installed on the SDP server?
I have Servicedesk plus running on a windows server. Can I use the same server to install analytics plus?
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