No Data Available
Hi after i backup data and restored to a new opmanager server my switches interface's graphs have nothing to report ad show me "No Data" instead of this in,performance report also show me No data available in this period when i change the period to data before my backup everything is ok but after that is nothing also i try to add a new device but the new device also interface graphs has no data what ca i do for this problem?
OPM12200 - User dont show inventory, business views and monitor's information
Hi, I have an issue with OPM build version 12200, an user with access control like Operator do not show the information although it has the scope to selected business views. In the inventory do not appear any monitor and with the admin user I have 24 devices. If I see the business views and it have assocated monitors in everyone If I see one of the business view I can see the map view with the monitors. But if I see one of these monitors send the next. Thanks & Regards!
APM- Availability History does not appear for the a specific user
Hi, I have and issue with the Availability History of a three group monitor. But with the admin user does not happend. Recently created this three monitor group with subgroups. The build number is 13300. Thanks & Regards!
Vulnerability on Build 9302
I opened a ticket last Thursday ( #4506253) regarding an alert that we received stating there were vulnerabilities with build 9302. I have no heard back on the ticket so thought I'd try posting the question here instead. We are running 9.2 Build 9210 and not sure if the vulnerability affects us? We do not have the Discovery module turned on. Thanks, Tammy
Multiple email request flows
Are multiple email request flows possible? Use case. Emails incoming from different systems where an api is not possible can create requests assigned to different groups based on subject, etc.
LDAP Question- Syncing to site
Hi There, As I understand it the Site for a contact is synced via the Office attribute in the Users account. Is there a way to change this?
[Tips and Tricks] – How to force users to choose their manager from specific OUs or groups during self-update?
When users are using the self-directory update feature in ADSelfService Plus to update their manager information, they can make use of a search option which will show users from all OUs and groups in the domain. With too many results being displayed, there is a good chance that the user picks the wrong user as the manager, which could then lead to requests and confidential items being sent to the wrong person. ADSelfService Plus provides an option with which you can specify the OUs and groups from
show phone in request view
I need to show the phoneo of client in view List of Request. How can I do? Thank
OPM AD authentication stopped working after password change
Hi, Our company's OpManager uses AD authentication and one of our OPM users changed his AD password recently. After password change he can no longer login to OPM with his AD credentials (tested new and old passwords). What could have caused this? User who changed password said that the new password contains exclamation mark (!), could this cause some kind of issue? Rest of the OPM users who haven't changed their AD passwords can login to OPM normally. Best regards, Janne
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
Scanned Software - Unindentified column not showing full list
Hello all, We have an issue on our servicedesk whereby if a machine with new software is scanned it will pick up the software and label it as "Unidentified" on the actual page for the machine but if I go into the Scanned Software tab under assets and search for Unidentified software it does not show this software added to this list. In fact it shows 4 software products and this has not altered in a few months despite us having many new software assets scanned since then. Please could someone advise
Open Tickets by Technician
We have an onsite version of ServiceDesk Plus. We would like to setup our system so that every morning at say 8 AM an email is sent out to each Technician showing their Open tickets and also the open and unassigned tickets assigned to groups they belong to. We just reached out to ServiceDesk Support via phone and was told to do this by setting up a report for each Technician and then scheduling it. That is a lot of reports to create. Anyone know how to do this via the Query Reports? Thanks, Eric
Assets Scanned Software Table Accuracy
The Scanned Software Table shows a number for installed on a specific software, but when you go to the installations, there are no machines listed. These installations did exist, but were removed, so having no machines listed is correct. Why does the Scanned software table not show the correct number of installations? Is there a process to get this table to update?
Monitoring of Domain Controllers
Hello there We are looking into monitoring our D/C's from OpManager but will not allow a service account to be a domain admin. I have found https://pitstop.manageengine.com/portal/kb/articles/how-to-configure-a-non-admin-user-for-wmi-monitoring but Domain Controllers do not have security groups to add a user to . Can you please advise what permissions are required for a service account to actually monitor multiple DC's? I would like to see replication traffic if possible.
recycle bin for Assets
Is there a recycle bin for Assets? Someone deleted some TV assets from our ServiceDesk and we need to get it back. We don't know the date when it was deleted.
[KB] Audit user activities during non-business hours
When it comes to user activity auditing, Office 365 logs all the user activities without any disparity. However, if you want to identify the employees accessing the company data beyond business hours, non-business hours auditing is a great option. But in Office 365, there is no such option to filter audit logs based on business hours. With O365 Manager Plus, you can configure business hours and retrieve the audit logs for business and non-business hours in a single click. Steps to configure business
No Data Available
Hi after i backup data and restored to a new opmanager server my switches interface's graphs have nothing to report ad show me "No Data" instead of this in,performance report also show me No data available in this period when i change the period to data before my backup everything is ok but after that is nothing also i try to add a new device but the new device also interface graphs has no data what ca i do for this problem?
Change Requester to Technican using database
Currently all LDAP users now get a "Username or Password is incorrect" error, however they used to be able to login. I still have one local user called "admin", who's login still works, however they are only a requester. This means I cannot check the admin configuration to see where the issue might be. Is there a way to convert a requester (i.e. my local user called "admin") to a technician without logging in as a technician. The only technicians on my system are all authenticated using LDAP.
Business Rules
Hello, I noticed that the Business Rules were only being applied to Incidents, after that I contacted the support via e-mail, the answer I got was that for them to be applied to Service Requests they needed to be created in Admin -> Service Catalog - Business Rules. So I created the same rules from my Business Rules to my Service Catalog - Business Rules, but I was unable to replicate a rule where I place the request in a Group based on the e-mail Sender, because can't seem to be able to define a
A reality check for your ticket resolution times
On a regular day, a faulty telephone line is not a critical issue. But, on the day of an important customer call, it carries a higher priority because it can damage your business relationship. This is why prioritizing tickets and conforming to the resolution time defined for each priority is important. A "Priority-wise resolution time" report helps you keep track of both. It shows the average time it takes to resolve tickets of different priorities. Using this report, it is easy to visually compare
Custom Reports - Opened vs Closed
I would like to create a custom report for all tickets created and all tickets closed for the month. At present I can create a report for each, but I would like to either have them both on the one report, or have the ability to merge reports. Can this be done?
search for a domain service account
Hi Tell me what I'm doing wrong. 1. Installed PMP, the PMP service is started from a user with Domain Admin rights 2. In the resources added domain 3. Granted the right to reset the password to the user with Domain Admin rights 4. I created a resource with Windows 5. I installed an agent on it 6. The PMP displayed all local users. Domain users did not appear, although they start services from them. What did not I do?
Is our product affected by this flaws?
Multiple Critical Flaws Found in Zoho's ManageEngine: https://threatpost.com/multiple-critical-flaws-found-in-zohos-manageengine/129709/ We are using Desktop Central Build Version:10.0.143, ServiceDesk Plus 9.3 Build 9334 and AD Manager Plus Build Version: 4116. Is our product safe or affected? Thanks. Roy
Add Solution body to email
We have a notification set up to email newly entered solutions. However, the body of the solution is not an available field. We would like to be able to include the body of the solution in the notification so our techs can immediately see the solution instead of having to click the link to view it. Thanks.
Change requester into technician
I am unable to change a requester into a technician. Is this because of our version of the software ?
Workorder to CI Migration not complete
I am upgrading to 9400 however ran into an issue. The Workorder to CI migration is false. How do I perform that migration? Dan
IIS Rewrite Rule Not Working
I've just upgraded to 9400 and since doing so my IIS Rewrite appears to have stopped working correctly - it was behaving a bit intermittently before! Whenever I visit the request page now it loads the header but none of the requests - if I search for a request ID it brings them up, but doesn't allow me to view a general list of requests. Accessing the server directly through it's hostname works as expected so I can use the helpdesk and it's not specifically a ManageEngine issue, but does anyone have
Issues reported in 9400 and their status
Will list all the issues that have been reported while upgrading and running 9400 version of ServiceDesk Plus, their analysis, workarounds if any and their status.
Change Management: Can't select more than 1 approver
I can't add more than 1 approver when creating a Change Management template. When someone raises a Change then it is possible to add more than 1 approver to the ChangeApprover role, but why isn't it working when I try to already add more than 1 user in the template? See also attached. thanks Lukas
How to configure and use SDP? where are webinars?
Hello I'm new to SDP and I'm try to configure and use system. Could You point me to webinars like was for SelfService Portal last week? I have problems that: - 1/3 of my computers are detected as "CI Type" "Workstation" insted of "Windows Workstation" like others - in my opinion properly configured. - Scheduled network scan doesn;t work from scheduler - I need to update default currency from $ to PLN and few others.... Regards Slawek
closed request email with close_comments
Hi, We use e-mail notification when the request is closed. It would be nice to have close comments included but I cannot find proper variable in message template notification rule Regards, Michal
Be able the set the Mode from a Bussiness Rule
We use the business rule feature to categorize and set the priority of the requests being auto emailed into the Service Desk from our Network monitoring solution. I would love to also be able to set the "Mode" under actions so I can highlight that these requests wee created due to a system monitoring event.
Attaching SLA's to task
Hi team, I have created service under service category. In that service, I have attached 4 task. Those 4 tasks have different time limits. PFA image for your information. Is it possible to create SLA's as per task life. e.g. Lets say Task 1 should be completed within 1 day, if task is not completed withing given time, it should send notification to admin. same for others task as well. Please guide on this.
Making attachments mandatory
Can it be setup so that I can make attachments mandatory depending on my needs? I have a new hire template where I want to ensure that the correct business form is filled out and submitted. I have seen a few posts about this and that it is not part of the system yet but I would like to find out if it has been discussed or implemented. Thanks, Chris
Re-enviar ticket a correo externo
Tengo una tarea de respaldos que cuando falla genera un log y lo envía adjunto vía correo. Actualmente he configurado que envíe ese log al correo del SD para generar ticket de atención. Mi duda es ¿cómo puedo hacer para reenviar automáticamente ese ticket a un correo externo? Requiero hacerlo de este modo porque deseo conservar la comunicación con éste correo externo dentro del historial del ticket.
Custom triggers - what is the definition of edit?
Hi everyone, I am trying to create a custom trigger for requests that will trigger automatically when the Status changes to Open. These requests have an approval process in place and before the approval has been given, the status will be initially placed On Hold. To do this, I have created a custom trigger that will be triggered on creation and on edit. I can see that the script runs when when the ticket is created but when the status is changed automatically to open after the request has been approved,
Search button should not default to "Features and Articles"
It looks like your marketing department is taking over your UI choices, because it makes no sense for the main search button to default to "Features and Articles". The only thing I ever need to search for inside the application is computers.
Unable to share requests
Hi, We have a team of around 20 IT staff and most of us can share requests with other people but a few can't and I'm not sure why. Is there a particular option that is not enabled for them (see attached)?
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