How can users start a chat and start a conversation with a technician?
How can users start a chat and start a conversation with a technician?
Query Report Help
We have a functioning query report which does everything we need it to but 1 thing. I need a way to choose or change what domain it reports on. We do separate reports for different companies that can't have other companies machines on it. Can anyone provide any advice on this issue? select mc.full_name COMPUTER_NAME, res.DOMAIN_NETBIOS_NAME as DOMAIN_NAME, (MISSING_MS_PATCHES+MISSING_TP_PATCHES) MISSING_PATCHES_COUNT, string_agg(description, ' || ') PATCHES_LIST , string_agg(cast(aps.patch_id as
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
SLA reports on 1st Response
Hi We are just starting to use AP to report on ServiceDesk Plus MSP. I see many SLA reports that show lots of interesting charts on SLA performance around the resolution time. My question is about 1st response SLA. If you look at SLA in MSP there is one defined for both 1st response and resolution. How do I report on both? I would be interested in seeing this data in the following out of the box reports: SLA Compliance Trend report Performance Timeline SLA Compliance vs Breached Trend - last 12 months
Custom Triggers: Filter by Site
We finished a support call where we found out that custom triggers cannot be created by Site. The SD+ tech mentioned he would add this as a Feature Request but we'd like to also mention it on the forums. FR: The ability to filter a custom trigger based on Site Reason: Site based Support Groups can only be used in Customer Triggers if the ability to filter by Site is added. Otherwise, only the Default Settings Support Groups can be used.
Add 'Sent To' 'Sent From' criteria to reports
We'd like to see future iterations of ZR include the ability to report on these two items. We have multiple teams across the organization using SD+, often with their own unique email ID. These email addresses are created as an alias to the main Service Desk email which then creates a new request while also retaining the originating Sent To field. This enables us to create business rules based on the TO field. We would use their values to report on the percentage of requests sent to a particular support
Keyword Report
In the e-book on Analytics Plus a keyword report is listed. Could quick steps to build the report be published? Thank you.
Start managing 25 new macOS High Sierra computers absolutely free!
Hi, Apple has launched its new operating system macOS High Sierra, and guess what Desktop Central is here with its day one support for the same. Desktop Central can help you manage different types of macOSs from one central location. Read more: Desktop Central Supports macOS High Sierra.
Office365 Current Channel installer doesn't update but installs whole office 365 suite?... also where is the data stream stored while doing updates?
we have deployed office 365 (some pc's have full suite) others have selected apps only... and what we discovered if user has just one 365 app the installer installs every app of 365... it doesn't actually just update existing components.. Other thing is we manage repository locally and use group policy settings to set version and deadlines for upgrades and the source is stored locally on our servers so each asset doesn't make outbound connection and download 2 GB of data. Where does DC store the
Start managing 25 new macOS High Sierra computers absolutely free !
Hi, Apple has launched its new operating system macOS High Sierra, and guess what Desktop Central is here with its day one support for the same. Desktop Central can help you manage different types of macOSs from one central location. Read more: Desktop Central Supports macOS High Sierra.
Desktop Central provides day one support for macOS High Sierra
Hi, Apple has launched its new operating system macOS High Sierra, and guess what Desktop Central is here with its day one support for the same. Desktop Central can help you manage different types of macOSs from one central location. Read more: Desktop Central Supports macOS High Sierra.
Disable open requests by email
Hello to all, is it possible to disable in SDP that requesters can open requests by email? Thanks in advance
Reporting
Hi Demetrius Please assist. The highlighted (attached screenshot No.1) is the requesters information and I can pull this information on the report. I can’t seem to have a column for Job Title highlighted in green, how do I come to add it on the report side? I want to have Job Title on the report as I have Department and Site, Please refer to screenshot No.2.
IPAM - Add DHCP servers
Can you add Cisco routers to the DHCP server option in the IPAM? Not all DHCP servers are Windows.
ITSM Analytics Case Study: How Ensyst, Australia, used Analytics Plus to cut down its active ticket count in half.
We're happy to announce we've just posted our very first case study on our webpage. Here is a gist of what it's about: Ensyst, a leading IT Managed Services Provider (MSP) and Microsoft Gold partner from Australia, providing end-to-end IT infrastructure and support services, was on the lookout for a robust ITSM analytics software to provide regular updates about asset performance so they can identify critical usage patterns, failure points, and take steps proactively to ensure uninterrupted service
3200 upgrade won't open in Chrome
I just did the 3200 upgrade and now I can't get in from Chrome Version 61.0.3163.100 (Official Build) (32-bit), I can get in from from IE 11 on same machine. I get the attached message and it just loops. My PC is wondows 7 64 bit. Worked fine before the upgrade. Any hints? I've cleared my cached but have not rebooted yet. Thanks
No Managed Server available message when trying to add an applicattion monitor
Hi, When I try to add an OAS monitor to an already monitored server with snmp, I get this: -------------------------------------------------------------------------------------- Select a Managed Server Least loaded one from all Managed Servers Least loaded one from a Managed Server Group Specific Managed Server -------------------------------------------------------------------------------------- But I dont know for which server is the APP feature asking.... I am monitoring the desired server with
How to report on How Long a Ticket was in Each Status
Hi we use Service Desk Plus MSP and have Analytics Plus. I would like to create a report in Analytics Plus that shows how long each ticket has been in each Status. This would be the same values that are in the Time Elapsed Analysis tab. Also 2nd question - how do I create a post in the Analytics Plus section? It is not available as an option. I created this under MSP since AP is not listed as a choice.
When user reply to request, a new request is created instead of merged into original request
Hello We updated to Servicedesk Plus version 9320 a couple of days ago. And ever since we have gotten at problem. When users reply to requests a new request is created instead of added to the original request. We then have to manually merge the request into the original request. It worked fine before the update. Just to be clear im not talking about closed requests. Anyone experiencing the same problem? Martin
Servicedesk Plus should support Multi-factor Authentication
There are a number of reasons and tools to implement Multi-Factor Authentication for Servicedesk Plus. Often times end-users must include sensitive information or screenshots of sensitive information whether it be intellectual property of the business (IP), personally identifiable information (PII), or credentials for systems when requesting support for technicians to effectively resolve an issue. Having only username and password authentication to a system that is likely internet accessible thus
Task Owner
Is there a setting in Service Desk that a requester can create a task or assigned as task owner?
Dashboard Customization
Dear Users, We are currently working on enhancing the dashboard section in ServiceDesk Plus.The rough screen shots is available at the end.Kindly provide us your suggestions . Dashboard Customization: With Dashboard Customization, users can customize the widgets that needs to be displayed in Dashboard Tab of ServiceDesk Plus. Users can add widget from external source iframe(widgets from external applications) or the chart of report(from Reports section). Reports having chart will be made as widget
Free Training - Desktop Central
We were moved by the response and the feedback, for the free Desktop Central training. Based on requests from many of you, we have come up with yet-an-other training program. We have addressed you questions, challenges and feedback to make this training a lot more better. It is the best time to enhance your expertise with the product. This 60 minutes that you invest, for your training will save hours of your incredible time and effort spent for the following activities: The training series will be
Can't uninstall trial version
How do I uninstall the trial version? The instructions say I can do it via Start >> Programs >> ManageEngine, but I don't have Start >> Programs (it's Windows 7, not XP). And Control Panel doesn't even show it as being installed. It definitely is, though, and starts up every time I reboot. I just want to get rid of it. I asked the support email address, and they just punted and sent me here. Can anyone help?
Query all reports running / scheduled reports
Is there a way to find out who is running a report at a particular time and a complete list of all scheduled reports? Some users are creating reports and running which is causing java to use over 75% of CPU on our server and causing performance issues or crashing. I want to find out who these users are or at least be alerted when a report is using too much java. Any help would be appreciated. Rich
[Free webinar] Exchange capacity planning made easy: Storage components you must constantly monitor.
Exchange capacity planning made easy: Storage components you must constantly monitor. Date: October 12th, 2017 Time: 12pm IST Save your seat Organizations constantly go through phases of capacity planning, especially during migrations. You need to monitor all the storage components in your organization to ensure that you're operating within capacity, optimizing server performance, and managing resources efficiently. Ignoring the health of your storage components can create problems for your
Timestamp Conversion
Howdy, I am populating the "scheduled start time" of a task based on a date field in the parent request. I'm seeing a weird behavior where the unix timestamp doesn't always produce a good date. For instance, one ticket had a timestamp of 10/02/2017 3:40pm. That translates to 1506958800. However, when I plug this into the scheduled start time for the task, it gave me a weird date of "1/18/1970 4:35am". I did some playing around, and adding 000 to the end of the timestamp seemed to get it to the right
Community
Community is showing blank in our ServiceDesk's Production site and Test site.
Reprort (time spent)
How can I include Template type or Requst Type to a time spent report
[KB] How much time does it take to audit permission changes?
In an ideal world, every employee in an organization would have access only to their own mailbox and not anyone else's. In reality, however, users other than mailbox owners also have access to other mailboxes. These users could be trusted delegates or rogue users. While the former is benign, the latter could wreak havoc on your network. A rogue user with full access permissions over your CEO's mailbox could result in a lot of negative consequences for your business. To avoid this, you need to be
Learn and use traffic monitoring software
Hi， I want know what the difference between Manageengine NetFlow Analyzer and SolarWinds NetFlow Traffic Analysis? Thanks！
Reopened criteria
In the request table there is a REOPENED flag. it's only a yes/no and gets set during the data import from SDP. What specifically causes that flag to be set to YES? We are seeing some tickets being flagged in the REOPENED TICKET TREND chart that don't appear that look like they were never closed then reopened. knowing the criteria would be helpful in explaining those tickets. Thanks
Remote agent connection is very slow
We want to use the remote control through the installation of the agent, but when we make a connection the graphics are updated very slowly. Is it possible to improve this ?? Can the connection parameters be changed to make it more fluid? Thank you.
Desktop Central now supports Java SE Runtime Environment 9
Hi Folks, We are happy to inform that Desktop Central now supports Java SE Runtime Environment 9 package deployment via Software Deployment Templates. So go ahead and sync your Software DB now (Software Deployment > Sync Application details > Update Now). Once sync is completed, click on Software Deployment tab > Templates > Search for package name: Java 9 (64-bit) to create the package Few points to be noted while deploying the Java 9 EXE. 1) Currently Java 9 can be installed only via "Run as User"
Report from Projects module?
How can I create a report of open Projects which includes this information: Project ID, Title, Priority, Owner, Milestones, Tasks and Dates? (using SDP version 9212, PGSQL) Thanks much, Mark Price
OPManager stops polling snmp for few devices - What do I have to check ?
For few devices, (not linked) OPManager stops polling while we have no alert ! (we discover the fact by any chance) For the majority of the other devices monitored, the snmp polling goes on. For devices no more polled anymore, credentials are right and test passed. OPManager Build Number 11600 / Windows 2008R2 / MSSQL 2008 How can I detect in the OPManager DataBase when it stops polling a device while we have no alert ? (SNMP test passed // which table has to be verified ? what query may I do ? How
Enterprise Dashboard Reset
Can I reset enterprise dashboard as some items are disappeared? Thanks.
OpManager 12 and Office365 mail error
I'm trying to configure email settings from OpManager 12 to Exchange Online, but when sent test message, receive: "Mail server authentication failed for smtp.office365.com. Please check the user name and password." Server Name: smtp.office365.com Port: 587 Timeout: 20Sec Login / Password - valid, I can login thru OWA TLS - Enabled Maybe, you can help me with this?
Authentication server changed, no forwarded emails
Since we changed our Authentication server, emails are no longer forwarded to our support email account. Current version is 9.2, build 9217
Verify password failed
Hi all, I have solved the problem about the ticket #4206140 upgrading the build version from 9.0 to 9.101 Now I have another problem during the password verification I do the resource discovery and all it's ok, all the accounts are added, but during the password verification I obtain this message Could not verify if the password of account XXXXXXX of resourceXXXX is in sync with the one stored in the PMP repository. I have added at the end of the system.properties file this code windowsverify.netuse=true
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