Xenapp "No Data Available"
I've added our XenApp servers (which act more like terminal servers), but I don't appear to be getting any session information. all the tabs between Performance and Event log just say "No Data Available". I've tried using my domain admin account, and a local account that is a member of the performance monitoring group and remote management groups. Still didn't get any info, so I added it to the local admins group and still nothing. I've verified that the account has access to the WMI's that it needs.
Login issues after upgrade to 9.3 build 9320
After upgrading to 9.3 build 9320 the login page redirects from http://servername:8080 to http://servername:8080/ntlmv2%null and users are presented with a Windows Security IE login window to login to the server directly. Clicking cancel on this window will open the normal service desk login window. Also the option to remember the credentials is no longer on the service desk login page. What can I do to get back to the login procedure.?
Release announcement: Version 3200
Hello there! We're happy to announce the release of Analytics Plus Version 3200. This release comes power-packed with a host of features like revamped homepage, support for Google cloud SQL DBs, faster integrations and more to make your analytics and reporting tasks simpler. Follow instructions on this page to upgrade to this version. Check out the feature highlights below. 1. Homepage gets a facelift. The new homepage layout sports all the import options in a single view. 2. Support for Google
SDP agent not work after Update Service Patch v9317 to v9320
We update Service Desk Plus version 9317 to 9320 at 25 August 2017 but SDP agent not work
change DB
how do i change my postgres DB to MS SQL?
Windows Server 2016 and ManageEngine products
Hello, Our company is preparing a new server for network monitoring and management. Software that are going to be installed on this server are: OpManager (with OpUtils & Netflow analyzer) NCM ServiceDesk Plus Pro I was digging information about these products and found out only ServiceDesk supports Windows Server 2016. Is this true? If it is, when is WS2016 support going to be adder for other products? Cheers! Janne
Gap in data collected from OpManager
Good morning, I currently have a data source set up in Analytics Plus that collects information from our OpManager installation on fifteen minute intervals. This morning, I saw that the last data sync from OpManager had failed. As such, I performed a manual sync. After performing this sync, I can see a gap in the data available within Analytics Plus. In OpManager, there are readings for a specific monitor from the 26th and 27th of August; however, this information isn't found within Analytics Plus.
Clean folders. Patch, Backup and Bin folders
Hi All Please assist. What can we delete from the above mentioned folders under servicedesk plus (ManageEngine\ServiceDesk\Patch) path that wont impact the tool? Kind Regards, Delisile Mzila
Can we edit the home page that shows for requesters?
Is it possible to edit the main home page that requesters see when they log onto SDP? I like that they can see their open tickets, and most recent service requests and solutions. However, it would be great if I could add links to sites on our network (SharePoint). Maybe something along the right or left side of the screen. If there isn't a way to do this, what is your best recommendation to work around this?
Tickets were technicians have unassigned themselves
Is it possible to produce a report to show where tickets that are assigned have been "unassigned" and put back into the queue for someone else to pickup? For example, in a ticket history, it may say something similar to this: Request Updated by John Smith Technician changed from John Smith to None I need to report on all such tickets. Thanks.
[KB] Help Desk Delegation - Create Custom Help Desk Roles
Delegating mundane tasks to help desk technicians or concerned personnel reduces the burden of administrators. With Microsoft's Office 365 administrative console, it is either give access to everything or none. This is not much user-friendly, as you are not allowed to selectively delegate tasks to technicians. A HR personnel should not have access to financial reports. Similarly , front desk technician should not be allowed to add new users. When given full access, the users may knowingly or unknowingly
Desktop Central in AWS
I was curious if anyone has moved their Desktop Central infrastructure over to AWS or deployed it in AWS from the start. Any drawbacks? We are exploring due to the HA it can provide, but hesitant due to the cost that my be associated because of the large amounts of data it transfers. Any info would be appreciated. Thanks!
Automatically change ticket status to 'In Progress' upon requestor reply
Hi Team - I have a very urgent request as my firm is requiring this ASAP. Currently, our SDP application has various custom Request Statuses. Regardless of such, I want to create a process that sets the status to "In Progress" when a requester replies, regardless of what it was set to before. Can this be achieved?
Possible for the service desk to e-mail itself from itself?
Basically I want the service desk to create a ticket with a agreement expiry notification that is sent out from it. Right now, the notifications gets to the mailbox when it is sent out but when service desk fetches it, it realizes that the notification was sent out by itself and it drops the e-mail. There is no notification message that is shown in the system log viewer. But if I look in the serverout0.txt I have this error: 13:09:48:864]|[08-21-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[INFO]|[143]|:
Chat Feature Request
The chat feature is a great addition but what would really be helpful is if it were integrated into the Incident/Service requests so technicians could reply via chat from an existing ticket (and also initiate the chat, rather than having just the requester being the one who has to initiate it). It would help improve response times compared to the reply feature that is currently built in to the Incident/Service requests.
Fix the community "Announcements" folder, PLEASE
Hi, Since the move to the new community platform, anyone trying to post to the root "ServiceDesk Plus" forum is actually posting to the "Announcements" sub-forum. This appears to be a bug in the forum software. I have traditionally "Followed" the Announcements sub-forum to stay up-to-date on new releases and other Announcements, however my inbox is now groaning under the weight of notification, after notification, after notification from people posting problems and requests in there. I've had to
What's new in SDP isn't up to date
Site is currently only showing up to July 20 and I know changes were just released this week. https://www.manageengine.com/products/service-desk/whats-new.html
Setting the value of an additional field when ticket is created based on category/subcategory
I can't seem to figure out how I set the value of an additional field when a ticket is created based on the category/sub-category. We are using this for both the operations and development side of it. We have an additional field that is used to track if a ticket is an operations or development ticket. I'd like to be able to set that automatically with some of our category/sub-category combinations.
Close Request Link is broken (SDP 9320)
Hi! In SDP 9320 Close Request Link for requesters is not functioning. Link throws window "The request cannot be viewed. " All links has KEY=123456789, don't think it is how supposed to be For example, http://servername/workorder/CloseWorkOrder.jsp?woID=61371&KEY=123456789 Is there a workaround to fix it?
Billing rules based in the worklog fields
Hello, Currently, when we configure a 'billing rule' we can use additional fields from requests, but we can't use additional fields from the work log. For example: Some of our customers have different 'billing rules' based on the level. The 'tech A' is from level 1 and he adds a work log on the ticket. The ticket was escalated to level 2 and the 'tech B' adds a work log. After this, the ticket is closed. The level is a request field, so when the customer generates the bill, the billing rule will
First Call Resolution (FCR) Setup
All, We are running SDP version 9.0 Build 9009. I saw some posts about marking requests with FCR but I can't find the setting in our version. Is it something we need to configure or is this a feature in a newer version?
Incident template custom rule doesn't work
Hello again, When I create rule with condition: "Site" "is" third field isn't suggested (must manually write site name) and the action doesn't work. Please see attached screenshot
Notify requester on what has been updated on the request
Hi there, Is it possible to send a notification to requester when their request has been updated ... and list the updated contents? At the moment when we add notes etc to the request, the requester was sent a notification with the subject as [##id_number## raised by you was updated] but no further details on what kind of updates (added/edited/deleted items etc). This might creates a confusion since they only see the title and their original description, which not changed. Thank you for your advice.
SSO authentication
Hi, it seems that SSO authentication is not working when using Internet Explorer. But when using google. chrome, it works fine -> SSO is working. We link from a sharepoint site (intranet), and wen using IE it asks or credentialsl. In Servicedesk Plus we have enabled the following: Enable Active Directory Authentication Enable "Pass-through" Authentication Any idea how come the difference between the two browsers? Maybe it is a IE setting that needs to be set? The version
SQL QUERY ElementAvailabilityDaily
HI, I need made a query to get info for a custom dashboard from the table ElementAvailabilityDaily. I don't know whats is UPTIME, this column is in bigint and i have values like 82800, 86400. My question is, this is minutes, second, days...
Change Device Groups
I have some devices that appear to have fallen into the Default group. It appears that the Default group can't be modified. I need to assign these devices to another group. How?
ManageEngine Pitstop is transitioning to a new platform.
Hi folks! ManageEngine Community is on the brink of transitioning to a new platform and we wanted to share the exciting news with you! Why the change? To be honest, the platform we were on all these years was eol-ed a few years back. Besides, we thought it's time for a makeover. The new platform. Powered by Zoho Desk, the refreshed Community, the new platform comes with some perks like improved GUI, and is fully gamified. What this transition means to our members. 1. We've migrated the
Licensing for recipients of emails
Good afternoon, I am currently using Analytics Plus to email some dashboards out to various people. I am using the 30 day trial of the software. It appears that for each email recipient, I need to tie up a user license such that he/she will receive an email. Is there any licensing model wherein our organization can have, say, 2 users developing reports and an unlimited number of email recipients? Thank you for your time.
Customizing email titles from Analytics Plus?
Good afternoon, I've developed a dashboard that is emailed out on Monday morning of each week, and contains data from the previous week. This previous week is selected by applying the default user filter to the email, and in turn setting the default user filter to be "Last week". When I receive the email, it has the same title as the dashboard itself ("Average CPU, Memory, and Disk Usage - Prev. Week"). I'm wondering if there is some way to customize either the dashboard or the email such that the
Survey Reporting
We are running into issues that we have found with surveys and survey results. We have a field in the SurveyQuestions Table called "ISMANDATORY" with each questions having a value of True, but does not make the questions actually mandatory. We have had many instances where surveys are submitted without all questions answered. This does not accurately report the results of the survey when we pull the results for our own reporting purposes. I have been working on a query to filter out surveys that
open MDF file
I'm trying to access .mdf file (a sql server database) without having SQL Server installed on the machine (neither MSDE). It can be done from any programming language (like C#)? Is there anyone who knows how can I do it? Or does a native library that can access the .mdf file exist? Thank to anyone who can help me...
Adding an Incident - Additional Field to an archived report
Hello - I am wondering if anyone has ever had to add an additional field to their archived reports? I have a fields I need added from 'Incident - Additional Fields' to my archived reports so I can pull that particular data. Thank in advance
Exchange Room List
Is there a way to create an Exchange Room List in AD Manager Plus? I'm currently creating these lists in Exchange Power Shell.
Updating Task Description via API (powershell) not rendering correctly
I've written (in powershell) a script to update child tasks based on parent request fields. The problem I've come across that I can't seem to work around is that the task description, once re-written/updated, doesn't preserve line breaks. An example task description (before update) is: This is a test description to test what happens when we replace it. Created by: --CreatedBy-- https://rand Requester: --requester-- When I get done updating through api, the description becomes: This is a test description
ANSI Encoding vs UNICODE Encoding
Good afternoon, Normally when I import resources from .csv files into PMP ANSI encoding is used exclusively. I was wondering if UNICODE Encoding is supported. Can you please let me know at your earliest convenience? Thank you Michael Tibus
Favorites - Sort Option
Feature request idea. Users able to sort their Favorites so that they may choose the more frequently used. Maybe a weighted numbering system or rating. I like the search option and resource name sort by alphabet.
Rich text formatting issues with reply templates
So whenever I get asked to create a reply template, I usually received them through either a request or an personal email. I then copy the text into the reply template editor. The text is never formatted the same as the original once it's copied and pasted. Is their a solution to this? This takes up a considerable amount of my time which could be spent elsewhere. SDP 9.3 Build 9320 MSSQL database Thanks
Field Refering to a CI
Hi, we're designing a form and rather than a manually added list is there any way to link this to a CI ? Department for example ? A
Filter and show service catalog by user group
Hi, I used SDP 9319. I have problem with show a service catalog to specific user group. I created a user group as "test_group" that include all requester that name is "guest". When I configure a service catalog for just "test_group" from "selected user group" list and save it, it doesn't work and hide it from all requester. but if doesn't limited to specific group, it work and show to all users. I tested this scenario with fresh installation of SDP on other server, Surprisingly it work and doesn't
Archive tickets and API
We are noticing that tickets that have been archived are no longer accessible via our API call. Does anyone know of a way to still access archive tickets in the cloud via the API? Thank you!
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