Help Required - Departments Missing
Hi I deleted a few sites in the system. The result now is that I cannot see any of the departments. They show in drop down lists everywhere ( Assigning Workstations to Departments etc but there are 4 to 5 same departments- Example Urology Ward appears 5 times in the list) When I open the Departments Tab from the Admin menu I can only see one department ( See attached Screenshot) Can anyone tell me what happened? And whether I should be worried about this ? Since I can add new departments normally
Menu on left hand side
HI, did upgrade from platform 9.2 -> 9.3. But now I cannot see the menu on the right hand side. Ie on the request tab, I was used to do a search, but this menu is not present anymore. Any advice on how to add the menu back on the right hand side? Thanks. right hand side marked with yellow No menu on right hand side:
When will we be able to have technicians pickup tickets but not assign to others?
We keep running into an issue where technicians will either reassign requests to others or incorrectly assign tickets. If you take away the assigner role they cant even create tickets for themselves or pick up tickets. This is a very large short coming
Unable to add VCenter
Hi, I am trying to add the VCenter with SSO Credential in Opmanager v12 and I am having an issue that shows "Add Device Failed". Any Suggestion? I tried with Domain admin and also SSO (administrator@vsphere.local) but still got no luck. Thanks
Request List view
Hi, I'd like to know if there is a way to limit the amount of Request List Views on ServiceDesk Plus I've managed to limit the amount of custom views that were made public but cant find a way to select which views we need At the moment there a lot of unused Default views, eg. 'Completed requests' & 'Waiting for my update' I'm currently on 9.3 Build 9306 Thanks Sam
Where did the Reply button go when a technician is replying to another technician's email? Can only Forward or Resend.
After an update yesterday, a technician is unable to reply to another technician's email in the request The only options are Forward and Resend. This is very inefficient. We should not have to leave service desk, open a separate email application and create a new email, just to create a reply. There are MANY times, when more than one technician is involved in a request. Notes a good tool, but not always the best way to communicate. Thank you.
How to restore a deleted Active Directory user object.
Description User objects are the basic building blocks of your Active Directory environment. Administrators accidentally deleting a user object from AD is not an unheard of event. The user whose account has been deleted from AD now cannot login to their system and their productivity suffers until their user accounts are restored. RecoveryManager Plus allows you to instantly restore a deleted user with all of their attributes intact. Solution To restore a single deleted object to its previous backed
[Upcoming Webinar] Manage your change better with advanced analytics
If you are having trouble managing changes in your service desk or frustrated doing damage control because of unplanned changes, you need a plan, and fast. Join us for a webinar on the 17th of this month and learn how analytics can help you build a robust change management strategy. In this webinar, you'll learn how analytics can help you Plan your changes ahead of time, and improve service delivery. Manage emergency changes with ease. Correlate technician workload with volume of incoming change
Ticket Id : #8092582 // Requester cannot add attachments
Some of our requesters cannot add attachments. They just normally click add attachment, then the choose the file, but when they click on add button, there is no action . They submit the request without any attachments. But when the technician do edit , the attachments appear , but really there are no attachments. please look at these pictures below. our version is 9.3 build# 9317
submit image on adding request api
i want to know if i can put <img> o inesrt image on adding request some like this <parameter> <name>description</name> <value>some img <img src='http:someplace.com/img/i.jpg'/> </value> </parameter>
[Solved] : Analytics Plus Connects but does not import data from application manager
Analytics Plus Connects but does not import data from application manager i even tried manually retryin but it keeps throwing Initial Fetch Failure with no discription why regards serak
Many Issues After Upgrade from 9307-9315 and Beyond
I have submitted a ticket (8086056). However, we have gotten limited response and our ServiceDesk is getting unusable. We successfully migrated from 9307-9315 but experienced some issues generating support files, looking at reports, and looking at our system log viewer immediately after the upgrade. We also were unable to send an email using the ##reportID## tag and new tickets are created each time. We were instructed to rename our REPORTS folder to reports.old and then restart the server. We
Issues with importing Workstations with similar names
Hello all, We are currently pushing out the 'ae_script.vbs' script via SCCM to our servers on a weekly basis to populate the asset database. We are having an issue where it seems to be skipping some of our servers as they have similar names. I found the following in the log: [10:25:53:081]|[07-25-2017]|[com.adventnet.servicedesk.asset.util.AssetUtil]|[INFO]|[90]|: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME - wasp-app2.Domain - wasp-app1.Domain. I'm not sure
Query for onhold period
I was hoping for a query to report on the time that a ticket was onhold (timer stopped and timer started) Thanks Naomi
Custom views disappearing
we are currently having an issue where custom views that have been created disappear. When you go into reorder the views you can only view the system views and the custom views are whited out and you can only see the ticks. They eventually come back however today they where gone for an hour, we managed to get them back by going into the reorder views and ticking one of the blank custom views off and on again. Are you able to help with why this is happening? Thanks
Reopen Requests
Is it posible to program a request to reopen after a certain time? Example: I want to close a request now but i want to program it to reopen itself after 1 month. Changing the status from closed to open. Thanks.
Missing Operators for Thresholds on SNMP Monitor
Hi Community, This is probably something simple, but has me stumped right now. I just added a new SNMP monitor for our Blue Coats (.1.3.6.1.4.1.3417.2.11.3.1.3.5.0). For those familiar with Blue Coats, this returns the value of "Server Workers currently active" and it's working great and generating graphs: The problem is that I cannot set up proper alerting as there are none of the normal condition operators for the thresholds as below. In particular I am looking for the >, < and <=. They are there
Associate a change to request via API
I am trying to setup a custom menu to create a change from a service request using the script found here: https://resources.manageengine.com/resources/resource/create-a-change-request-through-request-custom-triggers-python I want to make sure the change it creates is associated to the request. Is there a way to do that via the API?
Helpdesk Request could not be sent
We just integrated ServiceDesk Plus MSP (professional) with our Desktop Central MSP (registered version). We've already configured ServiceDesk Plus MSP Settings successfully in Desktop Central. When submitting a ticket from an agent station through Send Request to Help Desk on the system tray, the tickets goes to ServiceDesk Plus MSP - Request successfully but we keep on getting this error: Helpdesk Request could not be sent. Contact your administrator to verify "ServiceDesk Plus Settings". We also
MD for client would like to be cc'd in for all tickets logged against his company
When the MD's company logs a ticket, he would like to be cc'd in on any tickets that gets logged against his company
Filters values are not in alphabetical order
When creating filters for patches (this is the only place ive tested so far) the value pull-down area when selected shows all the applications but are not in alphabetical order.. This makes it extremely difficult to find your application if you have thousands of applications.. Please advise..
Script needed to add an approver
I am attempting to get a script to add a specific email to only 1 level of approval. When looking online all the examples give multi-tier approval. I am below new when it comes to scripting so I am hoping for some help. Here is what I have so far. Custom Trigger: When Subject = Create Server for Tier 2 Run script: python approver.py $COMPLETE_JSON_FILE SETTING APPROVALS FOR DIFFERENT STAGES: { "operation": [ { "INPUT_DATA": [ { "StageOne":
Software NOT installed report on specific computers (dynamic groups)
I am attempting to verify if a group of computers does NOT have a specific application installed. I would like to accomplish this with a weekly report. I was able to find the report "Computers with/without a specific Software" but I do not see an option to use dynamic groups. Is there another way of accomplishing this that I am not seeing? Thanks, Brian
Query script
I need a query script that can allow me to see the Technicians that have logged into the SD Plus Enterprise in the 1. last 5 years 2. last 3 years 3. last year Please send your response to folait@folait.co.za Regards
Auto-assigning either Tasks or requests to different groups?
This has probably been answered before, but I couldn't find it... I want to do this: Requester completes a request to process a new employee. They will always need a network ID so always create a task for the Network team. Do they need a phone? If yes auto assign a task to the Telcom Group Do they need a computer? If yes auto assign a task to the Hardware group. I know how to set the rules, but it will only allow me to auto-assign to ONE group. There must be a way to do this. I would think it's
Incident & Problem
Dears, How can we closed all associate incident when the problem closed. How can we associate the recurring incident per person to a problem management.
How to keep tickets from being auto-assigned to technicians on leave?
Our helpdesk hours are: 7:30am-4:30pm. We have a 2 hour SLA. For some reason, MESD auto-assigns tickets based on SLA ending date/time rather than ticket creation time. I was told this is by design. So if a technician is on leave today (which MESD defines as the same as the helpdesk hours), if a ticket comes in at 2:31pm, the SLA ending time is 4:31pm which is past the leave time for the day. So MESD says, "The technician is no longer on leave, I will assign them the ticket." After the ticket is assigned
Adding Requester Email to Custom Report
Dear Team, How can I add the requester Email ID column to the custom report (generated by me)? (Version (9.3 Build 9302
Is there a replacement for OpStor Storage Manager in OpManager
I was wondering if i can monitor and manage storages like IBM V9000 in OpManager? you use to have OpStor Product and now you dont support it anymore, can OpManager do the management of Storage Regards serak/
Reply as issue
Hello Team, I try to send reply as support group email, but requester receives an email from the main account always ex: I send a reply to nghi.vu@domain.com from admincare@domain.com But nghi.vu receives an email from itsm.mail@domain.com Support email: admincare@domain.com (already alias of main account) Main account: itsm.mail@domain.com (which configured in Incoming/Outgoing) Requester email: nghi.vu@domain.com Please help to check
Help Fetching Emails
I have hard time setting up to fetch emails, which using Office365, not google. Other support had mentioned to me below but it does not seem to fetch any emails. I followed what it says but I cannot get this to work to create any tickets. Support had mentioned to me below: If you are using office 365, please make sure the below settings are configured for the incoming and outgoing mail server settings by going to Setup-->Mail Settings-->Mail Server settings Under Incoming Mail Settings Server Name
OpManager 12.1 Enterprise - Vcenter auto discovery not discovering all of my VMs
I'm having an issue with VCenter auto discovery not discovering all of my VMs. My Vcenter server in OpManager shows I have 142 VMs VM auto-discovery is only finding part of those - this install 76, the last install 38, and the first time I installed it - 52 (these numbers are including my 15 ESX hosts). I called support about the issue yesterday and they wanted me to completely uninstall Central and the probe. Then reinstall both, apply the license, add credentials, then rediscover VCenter. If
Server says no licenses available
We are trying to deploy an image in OS Deployer 4 but gets this messages and the deployment fails:"Message: No ManageEngine OS Deployer 4.0 for Workstation - Machine License on 'X.X.X.X'." and "Message: No free ManageEngine OS Deployer for Workstation - Deployment License on 'X.X.X.X'." When we look in the license console we see this: ManageEngine OS Deployer 4.0 for Workstation - Machine License Used=20 Available=0 ManageEngine OS Deployer 4.0 for Workstation - Upgrade License Used=0
Solutions in Request
Please explain how the solutions are selected when creating the request?
When the application is created, go to the "Solutions" tab and select the selected solutions.
How are they chosen? As for the application, by category or something like that? I want to understand how I should properly fill the knowledge base in order to make the right decisions in the request? Thank you for answer.
Response Delimiter
I would like to request that the function for listed below be changed to where we can keep to what it was before. SDF-65039: Option to configure the base delimiter. Admin >> Mail Server settings >> Delimiter. Note: By default, the base delimiter is ## and delimiter for each module is Request-RE, Change-CH, Problem-PB, Project-PJ, Solution-SO, Task-TA, PurchaseOrder-PO, PurchaseRequest-PR, and Contract-CO. I have fought for 2 years to get people to put the ##Service Request Number## in subject of
ServiceDesk plus ver. 9317 features
Hi, I am using ServiceDesk plus ver. 9317 and want help in below points. 1. 1. How to pre-define work flow of the call in Manage engine. 2. 2. How to Manage Approval authority in single flow where approval may be from different dept. 3. 3. How to Manage Escalation Matrix which auto escalate to respective authority once the time trigger 4. 4. How to calculate time line for each dept/personal took for approval in point no:2 5. 5. Auto assigning of calls between two department
REST API and ASSETS
Hello! I try to automate to add some assets to Servicedesk via REST API with powershell, but can't figure it out. Have someone a clue what I'm need to do? Or is it even possible to add assest through uri: "https://sdpondemand.manageengine.com/api/cmdb/ci/" ? $INPUT_DATA = @" <records> <record> <parameter><name>CI Name</name><value>sdp-w2k3-2</value></parameter> <parameter><name>CI Type</name><value>Windows Workstation</value></parameter> <parameter><name>Product Name</name><value>Latitude Optimus</value></parameter>
Improving ServiceDesk "Tasks"
I'm noticing that "Tasks" assigned are being forgotten because they are not combined with the incident tickets. It would be nice to have tasks and incidents on the same page (since we spend more time responding to incidents/service requests NOT tasks) so they are always at the forefront of the mind NOT out of sight out of mind. Does anyone else feel the same way? OR is there a way to set this up already? Thanks! Tim
Is there a way for requestors to acknowledge and agree that the work has been completed?
I am looking for an electronic solution within Manage Engine for our requestors to acknowledge and accept the work that has been completed per their request.
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
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