Documentation about Projects - Feature Request
The initiation of a project involves several documents: Examples: 1. Opening term; 2. Scope; 3. Schedule; Among others. It would be useful if ServiceDesk allowed templates to be created for those documents (not just add those documents as an attachment, but create templates and allow templates to be sent). Imagine that a new project was created and it is necessary that the 'opening term' be sent to those involved. The project module could have the option to 'send a new notification' with a drop-down
Time Spent Reports & Ticket Aging
Hello, I'd like to have the following information, but having a hard time extracting the details: Time Spent: Average Age of tickets when marked resolved across all tickets for this month. (I just need a single number, not broken down by technician or category) Eg: Average for July: 22 hours August: 31 hours Ticket Aging: # of tickets that were resolved this moth that were open: < 1 hour < 4 hours < 1 day < 2 days < 5 days 5+ days CURRENT tickets with the same values as above: < 1 hour < 4 hours
Adding existing Desktop Central Server to Domain(Active Directory)
Hi, Currently, we have a desktop Central server which is a workgroup computer. Now we have a plan to move the server to Domain(Active Directory) as per our business requirements. Can anybody help me in getting the dependency of the desktop central server on the domain? will there be any impact on the DC server after domain joining? Thank You Rakesh Mohapatra
Score Rules - Feature Request
We currently have the "business rules" to analyze a request's fields and perform an action. One of our SDP-MSP users would like an option to qualify the tickets (scoring rules). For example: If 'level = development' add 10 points. If 'urgency = low' add 3 points. These points would be available on the request details page. In this way, the technician would be able to prioritize the tickets according to the score of the same.
Can we exclude users from receiving email?
Hello, One of our customers does not want email from us. Can we prevent just one or two customers getting any email from us?
Patch ID : 22986
Is anyone else having issues with patch 22986? All the machines report as needing it when I go to push it out it says it installs yet desktop central still states its needed. The link to MS goes to a missing page: https://support.microsoft.com/en-gb/help/16
ManageEngine announces free online workshop series on O365 Manager Plus - Register Now!
Hello, Congratulations on choosing Office 365, your first step towards a cloud workspace.The next important step is securing your cloud workspace. Security is one of the major stumbling blocks for organizations that migrate to the cloud. And Microsoft's reporting, management, and change auditing capabilities are not strong enough to ensure this. O365 Manager Plus is an exclusive Office 365 solution, to overcome all challenges that Microsoft has failed to address in Office 365. It lets you manage,
SAML for Desktop Central
I know this is supported for Service Desk Plus. Are there any plans to bring this to Desktop Central, this would be really beneficial for how we are looking to architect our deployment in AWS. Thanks.
Getting attachment from a ticket number with REST API
Hi, I need to get the attachment from a ticket, I know I can use the attachment ID but how do I know what that ID is? Can I not just use the ticket number and then download the attachment? Thanks, Calvin.
SCript to get created day
Dear All, First We know in service Catalog we can't create SLA base criticial like incident template, and the template have default SLA, and my template default is 2 day. i need help a script to get CREATEDDATE, my case is : If a request have created and after that, if user want the sla is more than 3 day, they will choose "Change SLA",i have make a pick list for that, after submit the overdue day is increase time from CREATEDDATE + 5 day, that working good. The prolem is if they change when they
REST API Technician Key
Hi all, We plan to integrate PMP with ServiceDesk Plus. The instructions are to generate a Technician Key (also called an API Key or an Auth Token at various points in the documentation) from ServiceDesk Plus. However, the SD documentation says that the key is technician based. Doesn't this mean that we *first* need to create a technician in SD for PMP? Thanks, - Steve
ServiceDesk Plus 9322 Released
Dear Users, SDP 9322 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9322: SD-68525 : LDAP authentication is not working when users are imported from Microsoft Active Directory Ldap server. SD-68470 : In dashboards page, clicking on “Requests approaching SLA Violation” widget’s drill down count does not redirect to the request list view page. SD-68119 , SD-68238 : Request details page : After updating
SLA Alert or Notifications
SLA escalations are emails alerts, is there another way of sending the alert?
Key Manager Plus 5.2 released
Key Manager Plus 5.2 released We are happy to announce the release of Key Manager Plus 5.2 (Build 5200). We want to take this opportunity to thank all our customers and users for their feedback and continued support. Key Manager Plus 5.2 allows users to perform vulnerability checks for SSL certificates managed using Key Manager Plus. The vulnerability scan, which is run on SSL certificates in the repository as well as the end-point servers, effectively flags any insecure configurations / parameters
Issues with Internet Explorer and Firefox
Hello, we are using ServiceDesk Plus 9.3 Build 9309. Unfortunately, we have sometimes issues with Internet Explorer,Edge and Firefox. We tested everything with Chrome, too. There were no issues with Chrome. It’s the following behavior: Sometimes, it happen at rare intervals, if we try to add a note to a request or send a reply, nothing happen if we klick on „add“ or „send“. The same issue happen sometimes if we try to add an attachment. It seems there is an issue with additional windows in this browsers.
Reports
Has anyone tried doing reports using the SQL DB? The build in reports are not very useful nor very nice to look at. So I was wondering if anyone have tried pulling data from the DB to excel in order to get a better view of the data
Drag and drop into SD+ requests
Hi, We have had some feedback from our users that when they are logging requests, they have to save emails onto their computer and then upload them into the requests as attachments one by one. Currently we are on version 9118 - do any of the later versions have the facility to drag and drop emails directly into the requests as they are being logged rather than attach them?
Exchange Reporter Plus 5200 released with new reports and features!
Hello! We are glad to announce the release of the latest build of Exchange Reporter Plus - 5200. This build comes with new features on Exchange Online and Auditing, Arabic Language Support, major enhancements, along with some bug fixes. Highlights: Exchange Online reporting and auditing: Exchange Reporter Plus now allows reporting and auditing of all aspects of Exchange Online. Arabic language support: Exchange Reporter Plus is now available in Arabic. Flat UI: Exchange Reporter Plus now sports
Specific GINA Window customisation - Is it possible?
I've been trying to customize the GINA Window. I made some progress but I'm now stuck. My questions are: Can I change the background for the whole PW-Reset-Process? I changed the background in the picture "Forum_20170821_125837" but it does not change the other picture. Or the ones after. Can I and how change the background picture for the whole PW-Reset Process? How can I remove the white border surrounding the Password Reset Button in the picture "Forum_20170821_125837"? Is it even possible? If
Which one is better - cPanel or Plesk - Web hosting solutions
I wanted to choose a web hosting services. I was recommended to go for web hosting with cPanel. I have also heard about Plesk, Wanted some suggestions on this
API to add Department CI
Hi, I would like to know whether API to add Department CI as per link https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/add_ci/add_department_ci.html is stable to be used for integration. Appreciate some feedback ASAP since we are in the middle of development. Thanks & regards, Adilah.
Virtual Server Specification
Hi All, we are planning to implement ADSelfService Plus to the customer environment. Max ADSSP users will be 40K. We are going to install ADSSP into virtual server. In the admin guide, it said that P4 - 1G processor , 1G ram and 2G disc are recommended hardware requirement. They are physical server specification and I suppose that they are very poor specification. If anyone run ADSSP on the virtual server, could you let me know your virtual server specification and # of ADSSP users. Thanks in advance
Password sync to O365 not mapping email and UPN
I have setup password sync with O365 using a global administrator account (confirmed login on the O365 portal). I have password sync agent installed on DCs on the network and I see the audit report showing the password reset on local AD for an account. The account has the UPN domain matching the O365 domain, however the username is different than the email address. The email address in local AD matches the email address (UPN) on O365. When the reset occurs, ADSS logs the attempt to sync the password
Customizing ADSelfService Plus login screen
We would like to add another link to the left side of the login screen, under the other options for 'User Registration', 'Self Update', and 'Change Password'. Where and how can we do this? Thanks, Drew
ADSelfservice Database is approaching 10GB.
We have been running ADSelfService for about a year now with 40K ad accounts and first started having problems with TLogs growing to 10+ GB which brought this app to my attention. We solved that problem but now 6 months later we are seeing the DB growing to almost 10GB. The worst offending table is [dbo].[AgentAuditActionResult] which has 30 million rows and seems to be currently growing about 1 million rows per day. I don't see any Utility within the software to purge tables.
Can I use "Disallow the use of these patterns" to block single characters?
Hi, We've found that when user's have some characters in their password (@, ?, or /) they cause issues logging into one of our third party applications that verifies against the users' AD credentials. It doesn't look like the "Disallow the use of these patterns" feature is designed to prevent users having certain single characters in their passwords but, in my brief testing, it seems to work fine. Are there any issues I should be aware of? Obviously I'll need to ensure that the custom rules I configure
Wildcard SSL issue
Hello there! I am currently trying to get my ssl certificate working on my company sites, I have configured the ports in my firewall and followed the instruction set that was here on the forums, however upon completing the SSL installation, I go the the website using the configured port, and I just get "Site cannot be reached". Can someone kindly please point me in the right direction to get this resolved? Would greatly appreciate it The methods I have tried are listed below: https://forums.manageengine.com/topic/wildcard-ssl-certificate
Self Update LInk
Hello, how can I remove the "Self Update" link on the left of the user's login page. " Self Update Update your contact information" Thanks
Licensing - Restrict Users
Currently the way to manage user license in AD SelfService Plus is to restrict users that shouldn't access the system, this is more like blacklisting. However my company has one single domain with like total 20+ OU for each subsidiary company or location, and my company happens to be one of them. ADSelfService Plus that we purchased is only for our company and not for the other 19+ subsidiary, and we found that it is very hard to to blacklist the others and to maintain a large blacklist in the system.
Approval Workflow question
Came across this post from last year asking exacly what I was looking for. And at the time there wasn't an option to kick off a approval request if a user tried to changed a certain field (for example if someone tried to change their own title from worker to manager), I was wondering if that had changed in the recent releases. Would be VERY handy if so.
Sub-string and multiple field searches for Requester search in work orders
The Work Order Requester search box strictly searches for Full Name or userid. When typing only a last name it will not find the results. You also cannot search based on email address. This causes us to always have to click the icon next to the text box to perform a detailed/advanced search to find the appropriate person, which is cumbersom and not much better. Here is a search for the just the last name "watson", it doesn't show results for anything but one user who has a username of watsona Here
New Install on Server
I did my evalution of the trial product on my local computer. Now when licensed and on the Server, I do not see the 25 computers that have the manageEngine agent from the Trial version. Do I need to go in onto each computer and remove the trial agent and let the Server install take it from there? Is there a way to remove or change the agent using DC on those 25 computers ? I'm thinking there is, I just need a nudge!!
Rename server in Admin SDP
In the Configuration section in SDP I currently have a server as the host. I wan to change that to our FQDN so the jump menu at the top of SDP will not conflict with our security certs. is there an easy way to do this? I can change the password only it seems. I don't really want to REMOVE because I have lots of custom reports and tables in our DB on Analytics Plus. Is there a config file somewhere I can change that maybe? Thanks
Ticket History Inaccurate
We recently upgraded to 9321 using MS SQL and I am noticing that the ticket history is inaccurate. Two particular tickets that I interacted with yesterday do not show changes that I know were made to the tickets. Craig Rice
Create a priority with no SLA
I would like to create an SLA (or two actually) that don't have an SLA attached to them. For example a Priority of 5 - Vendor. These are for incidents that have been moved on or opened up with a vendor. When this is selected I don't want there to be an SLA attached to it. Is it possible to do this? At first I didn't put anything in the SLA field, thinks this would mean none. Wrong, we were getting dinged right away for that. I then knocked it up to one year. This calculated fine, but I was told two
Date out of String with nice Format
Hello everyone, I have a script to write a custom Date into the subject of a request via the Field and Form Rules. Unfortunatley the Date given out by the system is to long, I would like to convert to DD.MM.YYYY. Would and of you have any Idea how to archive this. Script I'm using is this one right now (takes two fields and some text to go into the subject field) var StartDate=$CS.getValue("ServiceReq_1504_UDF_DATE1"); if($CS.isFormSubmit()){ $CS.setValue("SUBJECT"," "Datum: " + StartDate); }
Free Webinar: Best practices for deploying and using Password Manager Pro
Hi, Privileged accounts are omnipresent and all pervasive in enterprises of all types and sizes. They provide unlimited access to company's servers, desktops, network devices, virtual servers, cloud applications and even mobile devices. Password Manager Pro helps IT teams securely store and effectively manage privileged administrative accounts in all environments - physical, virtual and cloud, mitigate security risks related to privileged access, preempt security breaches, overcome compliance issues
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Preventative Maintenance Task doesn't save
Hi I've been having various issues with preventative maintenance tasks recently, inparticular editing the schedule. We were closed for several weeks during the summer so I switched the tasks to a one off event. I'm now trying to switch the tasks back to a weekly schedule however the schedule seems to hang the server preventing picking up email or other issues. I have managed to edit 2 by stopping SDP and then starting it again, however the third one still doesn't seem to save the schedule even after
sdpapi questions
Can you please provide an example of using the API where a request is created and it has assets associated with it? As in https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#add Another question: is it possible to get the requests specifying a list of request ids, similar to "Get Requests" in https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests Thanks in advance.
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