Adding 'Manager' attribute to Inactive Users Report
How can I add the 'Manager' attribute to the Inactive Users report?
Introducing Advanced Analytics for ServiceDeskPlus MSP Change Management Module
Advanced analytics for change management is now available Now get the power of advanced analytics to plan your changes ahead of time; reduce adhoc change requests, and cut down service outages resulting from emergency changes. Click here to know more. Note: ServiceDesk Plus must be on build 9303 or above, and Analytics Plus has to be on build 3300 or above to enable change management analytics.
Release Announcement: Build 3300
Hello folks! We're happy to roll out the update pack for Analytics Plus. This release comes with a couple of quick bug fixes and some new features. Features Introduced: 1. Introducing support for Change Management module in ServiceDesk Plus MSP Analytics Plus now supports change management module for out-of-the-box integrations with ServiceDesk Plus MSP. Note: You should be on the ServiceDesk Plus MSP build 9303 or above to get these reports. 2. Bullet and dial charts for dashboard widgets
Which log file will show the team member a request was originally assigned to?
Hi, As above. Trying to see which team member a request was taken from and then merged with another request. Thanks in advance
Reply from user no longer included in Notification to Technician
When we applied builds 9306 through 9309 at the end of September, we lost a feature in our Notifications to Technicians when a Reply is received to a Request. Prior to the build updates (applied at the same time) we were able to see the text of the recent reply within the email notification. This was extremely helpful when viewing on a mobile phone. Since the updates, our notifications are very generic stating that a reply was received but offering no details. We would like this feature back. Is
[KB] How do I pass compliance audits in my Exchange environment?
Compliance audits are always a tough affair, especially since you need to manually collate the data required to pass compliance audits. Some of the more common mandates you need to adhere to as an Exchange admin are PCI DSS, SOX, HIPPA, FISMA, and GLBA. Solution: Exchange Reporter Plus provides in-depth reports that help you comply with: SOX: Safeguard financial data exchanged through emails. HIPAA: Email patient information securely. PCI DSS: Control access to payment card information. GLBA: Prevent
Browser issue
Hi, We have an issue where we can connect to our test environment fine but not our live environment (see attached). The live server is coming up with a 'browser not supported' message which looks like a specific ManageEngine message as you get the option to click on a link to see your requests. I have also attached images of the browser versions on the servers which the URLs are connecting to (the one called wsus connects to http://wsus@8080 and is working whereas the one called sd2 connects to http://servicedesk:8080
Notification Rules
Hi, I'm wanting a technician from a specific support group to be emailed when a request is closed, and under notification rules it only allows you to choose the technician and not define criteria such as her support group. I don't want her to be receiving closed emails from every support group we have. Is there are way around this/somewhere else to do it? Business rules would only allow me to make a rule for when a request is created, not closed. Thanks!
AlarmsOne Use Cases - 03 : On-call Schedules
Scenario: Kevin runs his business only on weekdays. He wants his IT team consisting of Jake and Shane to be on-call during 5 days of the week from 9am to 9pm. Kevin wants Jake to be on-call from 9am to 3pm and Shane from 3pm to 9pm to take care of the IT alerts. They don't work on Weekends. Kevin wants to schedule their work for the first quarter, starting 1 Jan, 2018. Solution: Kevin needs to log in to AlarmsOne and add Jake and Shane in his AlarmsOne account. Then, he needs to create a Schedule
Merging Sites
Hello I would like to ask is there any way to merge to existing sites or move all tickets, assets, tasks etc. that are in one site to another ? How to approach this challenge :) ?
[Solved] Asset scanning fails [10.0.149-10.0.151]
Hello, I've upgraded my MeDC server to build 10.0.149 and now about the half of my computers fails to scan assets (patch scan is working). Server is a Windows Server 2012R2 Clients are Windows 8.1 x64 Pro and Windows Server 2012R2 No problems on Windows Server clients Half of Windows 8.1 clients cannot scan asset, no details for failure, just scan failed. I cannot see any difference between a computer that can scan asset and one that cannot. I've been though client logs and I see no error except
Job created when scheduled email is not delivered
We have a backup system which emails us daily when the scheduled usb backup has been successful. Unfortunately if the usb medium hasn’t been connected no email is generated. Is there any way to have ServiceDesk create a job if a scheduled email isn’t received? I.e. if no backup successful email has been delivered by 06:00 AM, a job should be created saying the backup has failed.
Building a better help desk: Part 3, simplified vendor contact management
Vendor-specific access to distribution lists Now using ADManager Plus’ workflow module, operations staff can make requests for vendor contact creation without having to worry about membership to the correct mail distribution groups. Here’s how it works: Help desks can create vendor-specific contact creation templates (e.g. logistics, housekeeping, or maintenance) using ADManager Plus. They can then add specific attributes to each creation template, including group membership information and email
Customizing the Request Details page
Hello, Is there a way to customize the Request Details page? I have customized my default incident template and the customization shows up on the Edit Details screen, but when I look at the Request Details of an incident created with this template, the grouping of the fields is different. Isn't this supposed to match what was customized or is there a way to customize this screen?
NTLM Authentication required
Hi, All of a sudden yesterday when any of our team browse to the Service Desk they are presented with the attached message. They are being prompted to authenticate themselves but no matter what username and password they enter, it fails. Any idea what this is and how to get rid of it. Also, why did it suddenly just start appearing?
Merge Manaengine used by two different companies
Dear all, In our IT department we use manage engine. The same trouble ticketing tool is also used by one of our external collaborators who receive tickets from us. I would like to know how can we merge these two applications in order to be able to forward to them Service Requests that they will be able to view them from their application without the need to login to our manage engine. BR, Maryp
Unscheduled Projects & Milestones Report
Hi there, I am looking to report on Unscheduled Projects & Milestones in one reports. I.e. Project Title 1 - All associated Milestones Project Title 2 – All associated Milestones etc... Any ideas? Thank you
Purchase Section
Hi, I currently have an issue whereby I cant receive one of my purchase orders, it just says 'receiving please wait' but doesn't do anything further. Can you assist/ Thanks, Tracy
Detect security attacks with event correlation
Hey everyone, We recently enhanced EventLog Analyzer's correlation engine, and it's now better than ever before. In our new exclusive webinar, "Detecting security attacks with correlation", we explain how you can put correlation into use to secure your network against various attacks. Register now December 7th 2 PM GMT In this webinar, we talk about: The basics of log correlation Detecting ransomware, brute force attacks, and more with predefined rules In-depth incident reports and alerts provided by EventLog
MySQL or PostgreSQL?
Dear Support, in order to setup a Distributed Architecture for ELA, is better to use a MySQL or PostgreSQL database? Thanks, M.
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Deploy Windows 10 Feature Packs!
Good News. Microsoft's Windows 10 version updates are released as feature packs. You can now deploy Windows 10 Feature Packs using ManageEngine Patch Manager Plus, provided you use version 10.0.147 or above Read our step-by-step instruction guide to seamlessly deploy Windows 10 feature packs.
[FREE WEBINAR] Empowering ServiceNow for Active Directory Management
Why should you take part? From this webinar learn how to empower your ServiceNow technicians so that they no longer need to struggle toggling around but instead, effortlessly manage Active Directory users from within ServiceNow console! When you are finished with this webinar you will know how to integrate ADManager Plus and ServiceNow ensuring that your technicians are even more efficient and well-rounded. REGISTER HERE ! December 12th | 02 PM EST Learn how to: Implement ADManager Plus - ServiceNow
[Free Webinar] 3 steps for building a user-centric Active Directory approval workflow
Find out how you can perform trouble-free user onboarding and offboarding , secure permission management , and simplify vendor contact management . Attend our free webinar to learn how to set up a secure user AD user life cycle and access management system in 3 simple steps . REGISTER Join this webinar to learn how to: Create multiple business workflows for streamlining the execution of common AD tasks. Create a user management request portal for HR executives and branch heads, so they can create
Project Management Module - remove names from available users list
Folks, not all of our staff are approved to work on projects. How do I remove them from the 'available users list'? If that feature isn't available today, when will it be? The available users list can be quite long with everyone in it especially when they don't need to be. Happy to go through and disable users that have no need of this module. thanks
Renewing ServiceDesk plus license
Getting the message below when I try to renew the license: You have logged in as xxxxx.com. You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. Any guidance on how to resolve this will be appreciated.
Purchase Orders & Approving
We currently have our users approving requests via the standard method of following a link in an email to the approval portal. This causes a problem as we are quite a mobile workforce and we would like to set it so that a user, wherever in the world they are and without having to use a Laptop or VPN, can simply look at the email notification on their own phone and click a link to approve or deny. Not something I seem to be able to setup in our On-Premise SD+. Does this facility already exist or have
Searches d'ont work
The searches do not work correctly, for example a request with this subject ... "WG: Pick-up-5046-5630-17361088-27112017", if we search by normal or advanced search ... the sequence 5630-17361088, we do not shows results ... I remember that this worked not in an ideal way, but it worked, but lately I can not get it to work ... maybe this facility depends on some parameter ...? is deactivated if there are more than N records? ... you can help me?, we spend a lot of resources in search because it does
Unclean shutdown of previous run.
Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details
Service desk smtp not working
Our service desk is currently not sending emails to recipients outside my organization, what could the issue be?
Text in notes
When using the web interface on mu iPad, I notice that the text wants to go right to left. On my laptop, the text goes from left to right. Any idea what my be causing that?
Change type of custom field
Hi. We have a template with several custome fields. One of this custom field (Name of the field is "Horas") was generated as "Single Line" but we currently need that the field shall be a "Numeric" field. We want to change the type from Single Line to Numeric Field and need that all the tickets with this field can be updated to "numeric" value in order to make some aritmetic functions with it. However when we try to change the field attribute of "Horas" field all the options are grayed and no change
Decrease SMS Verbosity
Can SMS alert messages be configured to be more succinct? For instance we are getting "roealc001w Warning – Monitor of interest : roealc001w Attribute of interest : Health Message: Health of roealc001w is warning Root Cause: CPU Utilization 55 > 50 % (threshold)." We would like to send "roealc001w Warning – Cause: CPU Utilization 55 > 50 % (threshold)." This is our alert template $MONITORNAME $SEVERITY $THRESHOLDMESSAGE Thank you, Josh
Backups Not Listed in Admin
None of my automated backups are shown in the Admin section. This started a few weeks ago. The backups are running. I can see them in the backup folder. Also I have the backup set to save only 7 days of backups. The older backups are not being deleted.
Actualizar JREUpgrade en Netflow
Buenos dias me pueden indicar cual es el procedimiento para actualizar el siguiente archivo en Windows server 2012 R2: ManageEngine_NetFlowAnalyzer_JREUpgrade_Windows_64Bit.ppm (32MB) a la espera de sus comentarios gracias
Chat Not Working
Hi just upgraded to 9303. I turned on the chat feature. I am able to initiate a chat as a requester but when logged in as a tech I do not get an alert that a chat is waiting. I do see my chats listed in the Missed chat section. Also there are 4 missed chats from my test account and yet the menu shows only 1 missed chat - IE it shows Missed (1). Shouldn't it say Missed (4)?
Importing from AD in a multi forest environment
We are in a process that might end up with two sites, using two separate AD implementations on two separate domains and they will want to export requesters to the same Service Desk Plus. I'm a bit unclear in the documentation as to whether this is possible or not? Are you able to configure multiple Ad integrations within SD+?
Change from SQL2008 to SQL2016
Anyone know what would be the best way to move db from sql2008 to sql2016 and if there's any sql changes required for the new version? TIA. Jim..
Enterprise Edition
Hello, we have 2 instances of PMP running on our environment. One is the production and one is test. Whenever a new version comes out, we upgrade the test box and make sure everything works fine before upgrading the prod. The test box is a standard edition and hence we are not able to test the latest integration with KMP. Can you help me out regarding this?
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