Report for first resolved requests
We have a requirement to get reports on requests in a specific group & category. We need to know how long the Support rep took to resolve the request in the first instance. As there may be multiple times the request is re-opened as the contact may reply to the request multiple times. Our SCP is configured to re-open resolved requests.
Citrix Web Interface
I would like to tie in my ADSelfService with Citrix, when I select the Citrix Web Interface provider under Administrative Tools it just directs me to a marketing web page. Is there any documentation on how to tie it into Citrix?
Email Configuration & Notification Issues
On-Premise I am able to send a ticket in through email but when I try to reply I get a "Sending Notification Failed". Also, none of the techs get a notification email when a new ticket has been created. Sorry if I sound like a noob but this is my first time setting a ticket system. Help would be appreciated. Is my email settings correct? 1.) I created a email account called itsupport@domain.com 2.) I then created alias it_incoming@domain.com and it_outgoing@domain.com Please see attachment for screenshots,
Unable to install below patch on windows 2012 r2 server
Unable to install below patch on windows 2012 r2 server 2017-09 Security Monthly Quality Rollup for Windows Server 2012 R2 for x64-based Systems (KB4038792) 2017-09 Security Only Quality Update for Windows Server 2012 R2 for x64-based Systems (KB4038793
Issue in updating below patch in window 2012 R2 servers
Severity Release Date Patch ID Bulletin ID Patch Description Vendor Patch Type Approve Status Remarks Deployed Time Critical Sep 12, 2017 22993 MS17-SEP1 2017-09 Security Monthly Quality Rollup for Windows Server 2012 R2 for x64-based Systems (KB4038792) Microsoft Rollups Approved -- -- Critical Sep 12, 2017 23000 MS17-SEP1 2017-09 Security Only Quality Update for Windows Server 2012 R2 for x64-based Systems (KB4038793) Microsoft Security Update Approved -- --
Server Audit Policy
Hello all, we have a group policy for servers that is set only to audit logon events & audit object access. Is eventLog Analyzer affected by this policy or does it grab all data available no matter what policy is configured?
How to automatically trigger tasks after SR is approved
Hi we have an onboarding and offboarding form with multiple tasks. I have the tasks set to Automatically trigger tasks once service request got approved. Problem is the tasks are being triggered at submission and not waiting for approval. Why is this?
New features
It would be great if you implemented the following features: 1. Add "alert name" column in the alert table in the alerts tab. This will help to analyze and debug the rules faster. 2. When we create alerts profile, we need to be able to check the alert profile on the events already in the database. This option will include a large number of false positives (letters) if the alert profile is error. 3. It would be great if for the filters it will be possible to use lists (tables). For example: I create
Uninstall
I have uninstalled eventlog analyzer but it still shows up under Control Panel, Programs and Features, how do I get rid of it?
issue in updating below patches on windows 2012 r2 servers
Severity Release Date Patch ID Bulletin ID Patch Description Vendor Patch Type Approve Status Remarks Deployed Time Critical Sep 12, 2017 22993 MS17-SEP1 2017-09 Security Monthly Quality Rollup for Windows Server 2012 R2 for x64-based Systems (KB4038792) Microsoft Rollups Approved -- -- Critical Sep 12, 2017 23000 MS17-SEP1 2017-09 Security Only Quality Update for Windows Server 2012 R2 for x64-based Systems (KB4038793) Microsoft Security Update Approved -- --
Service Desk Plus integration with Microsoft CRM
Hi, Has anyone managed to integrate SDP with Microsoft CRM? I understand this can be done via API but i have no skills or time to do this. Can anyone recomend a third party to enable this integration as I know Manage Engine have a lot of software partners? Any help would be appreciated. Thanks Rich
23170 MS17-SEP6 Security Update for Microsoft Office PowerPoint 2007 (KB3213642) trying to install on systems that has 2016 version
We have users with office 365 suite and this patch keeps failing after trying to install itself.. I think logic detection is broken.. please update it DB
User Password Management
As a Super Administrator in PMP, I should be able to change the password of a local user. I should be able to specify that the user must change their password on the next logon, even if they have already logged on. What would I do right now if I suspected that the user's account was compromised?
Bulk password verification returning INCORRECT information
Hello, I just performed the operation "Find out of Sync Passwords" on a few of my resource groups. Some of the audit logs are showing incorrect information. Passwords are showing as "in sync" for accounts where I KNOW the password in PMP is wrong. In all of these cases, PMP still has the "dummy" password that it recorded when it imported the accounts. For instance, there is a server with the account "Administrator." PMP has the dummy password "Administrator." When I did the bulk password verify,
Register for our upcoming free webinars on key security topics
Auditing security events is a must for tighter network security. Register for our free webinars to learn more from our product experts. 1. Combating network threats with comprehensive network device auditing October 4th, 12 PM IST Register Now 2. Log management best practices for SIEM October 4th, 2 PM EDT Register Now Cheers!
Survey
Hi, We want to know if there are any options/plans to enable us to further customize the Survey that is sent out after a requester's call is resolved. The current options are limited, we feel that if we have the option to add eg. a smiley face for a happy customer, or even a custom company logo it would encourage more people to complete the survey . Any suggestions or plans for customizing in future? Thanks.
Technician assignment
Hello, I think it would be helpfull to add a feature that makes it possible for a technician to assign a a ticket to himself. We prevent the action to assign tickets to other agents, but we like technicians to only be able to assing himself. So you can't "give" but only "take" a ticket. It seems that the puck up disappears when the assign technician is turned off.
Windows agent
Hi all I have installed the agent on a windows server 2008 64bit It starts but after a few of seconds it stopped In the application log I have this entry Faulting application name: PMPAgent.exe, version: 0.0.0.0, time stamp: 0x58188108 Faulting module name: PMPAgent.exe, version: 0.0.0.0, time stamp: 0x58188108 Exception code: 0xc0000005 Fault offset: 0x0000000000002462 Faulting process id: 0xd4c Faulting application start time: 0x01d336c583cb3461 Faulting application path: C:\Users\Administrator\Desktop\PMPAgent\PMPAgent.exe
What is the difference between ServiceDesk Plus and MSP?
I'm trying to figure out which product is right for my company. We have two IT team within our company. First team supports our internal employees and 2nd team support our external clients. Does Plus support multiple accounts or will I need MSP?
IP SLA
Hello, to everyone friends, i am trying to get my statistics of IP SLA on opmanger, i had done first simulation on GNS3 can anyone help me that how can i get me results of Simulated IP SLA on opmanager
ServiceDesk Plus - Report to view Incident History
Hi, I need the query to view Incident History. I also need a query to get the amount of time spent by each technician for an incident that has been reassigned one or more times. Thank you in advance. Steven
Can I change downtime to scheduled maintenance after the fact?
If an administrator doesn't create a scheduled maintenance window and Applications Manager records the outage as downtime, can we change that to scheduled maintenance later? I don't see a way to do that, as I can't create a maintenance window in the past. If we are going to use Applications Manager to report downtime, we need a way to do this or the availability numbers will be incorrect. I did see that I can delete a downtime record, but I just want to be able to mark it as scheduled/planned instead
trouble restore PGSQL DB from Linux to Windows server
Hi. im installing Application Manager on Windows Server to replace the old one on Linux but i can't restore PGSQL on Windows, hope you guys can help me. Details: - im running AM build 13300 on Redhat 7.1 and i have backup PGSQL DB successfully - I installed another AM build 13300 on Windows 2012 but when i restore DB it didn't do anything and i cant find what's the problem. this is the log after i run RestorePGSQLDB.bat C:\Program Files (x86)\ManageEngine\AppManager13\bin>RestorePGSQLDB.bat "C:\Program
Software Packaging
Hi, Do you guys have any recommendations on what application to use for software packaging? Thanks!
Can each site have their own signature on automated e-mail?
We are based in South Africa and have our colleauges based in Brazil set up as a different Site. Can each site have their own signature on the automated e-mail that a user receives as soon as a call is logged? I can only get the signatures set up on "replies".
Desinstalador Silent
Buenos dias Amigos, Estoy necesitando un desinstalador en modo silent, para quitar la solución ADSelfService Plus Client Software 4.2.7 de forma desatendida y masiva
Custom Script
I have created a custom script to trigger on submission to replace the subject with 2 custom fields. Everything is working, but how do I modify the format of the date to mm/dd/yyyy? Custom Script: var x=$CS.getValue("ServiceReq_15001_UDF_CHAR1"); var y=$CS.getValue("GUDF_DATE1"); var new_subject='NEW: ' + x + ' - ' + y; if($CS.isFormSubmit()){ $CS.setValue("SUBJECT",new_subject); } Subject: NEW: Howard Stern - Fri Aug 25 2017 17:00:00 GMT-0400 (Eastern Daylight Time) Thanks in advance
Dashboard Publish license
We had played with this a little back when it worked under the 2140 (I think) version and it kind of fell to the wayside. Now that we have upgraded to the 3200 version, there is some interest in picking this up again. What would I need to do to get a trial license again to let us publish read only reports and dashboard to a central site where they can be displayed on a common monitor, for example, or an internal website? Thanks David
Event fetch interval for workstation
How can I change the event fetch interval for workstation? I need an interval of at least 10-15 minutes.
Is there a built-in "enable" process to match the "disable" process?
There is a defined disable/delete policy to move/delete home folder, hide email address in the GAL, etc. After I run that process against a user to disable them and a week later their manager says "we hired them back" or "they actually just converted from contractor to employee and never should have been disabled", is there a process I can allow a technician to run to undo everything from the disable process (assuming I didn't delete anything)?
How do I get ADManager to start up automatically after server reboot?
I have ADManager Plus 6.5 and every time the server reboots, I have to log in to start it. I've tried creating a scheduled task to run at startup but it does not work. I copied the stuff from the "Start ADManager" desktop icon: Task: Program/Script: "C:\ManageEngine\ADManager Plus\jre\bin\javaw.exe" Add Arguments: -Dproduct.home=.. -Djava.library.path=..\lib\native -cp ..\lib\AdvCoreLogging.jar;..\lib\AdventnetADSMStartUp.jar;..\lib\trayicon.jar;..\lib\wrapper.jar;..\lib\ManageEngineADSFStartup.jar
Password Problem
I forgot the password to my school account. Is there any default password or a way i can login without my password
Form rule to check entered value
Hi, We need a FFR to validate if the entered value was already used on older requests
Any way to restrict activites on Requests having a status = Closed
is there a way to restrict changes to closed requests so that additional work logs cannot be added post closure
Feature Request: Associating Multiple Requests To A Problem/Change and Seeing Problem/Change From Main Request Grid
We have the following feature enhancement requests. These enhancements may have already been requested, but I could not locate them from my searches. We would like to be able to select multiple request records and then associate those requests to a problem or change from the actions menu. This would be beneficial since problems are typically identified after many request tickets have already been created. In addition, it would be very helpful if associated request to either a problem or change had
Create 2nd request when 1st request created
Is there a way to auto create a 2nd request when the 1st request is created? I know you can link and duplicate requests but this doesn't apply; I would like to auto generate the 2nd request when the first one is created. Have templates for both requests.
Naming Format for LogonName
Hi All, Until now, for the creation of the AD users, we relied on a program that was created internally, but that program is now quite old and does not fulfill our current requirements. The main reasons are that the old application requires the user to be domain admin to create AD users and there is still a lot to do after that user is created (creation of exchange account, ...). We have bought this product quite recently and now, we are trying to configure the template according to our needs and
How can you use naming formats for custom attributes?
We have created a few custom attributes (for o365) and I would like these to auto-populate by using a naming format. I cannot figure out how to assign a naming format to an attribute.
Problem with network monitor
I install ManageEngine OpUtils 8 on Windows 8.1. Sometime I must restart PC to ManageEngine send alert email of Network monitor tools.
Clear a date field
Once a date has been selected for a request, task, project, change, etc. there is no way to clear/delete that date. The only way that I can do it is by editing the record in the database directly.
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