Unable to see any fields
Hi Team, I am unable to see fields like edit, close options on opening the ticket and till yesterday i was able to see these fields. Request tour assistance on the same. Regards, Ramya
Locking down Request Category and Subcategory but not Item
Hello, I notice when setting up new templates that Category/Subcategory/Item are somehow interlinked - so for example I cannot hide Category and Subcategory from a requester without also hiding the Item. What I am trying to do is keep Category and Subcategory fixed leaving the requester to be able to select the Item only. How can this be done without creating a new template for every combination? Rgds SimonT.
Slowness when the Service Desk page is opened for the first time
Hi, When we first invoke the page via the browser to enter the system, we wait for a long time as in the picture below. We use Google Chrome, Internet Explorer as the browser. There is not any slowdown when we enter the system after we have opened it. This is the case only when we first invoke the page. ServiceDesk Plus Version : 9.3 Build 9311 We also tried the following method, but after a while the problem is happening again. How exactly can we solve the problem? Servicedesk service is stopped
connection dump
Dears, Is there any monitor tools to help me how many connection or user login or cashing on the system please advise BR Mahmoud Nour
Issue 2 of 2: Machines aren't listed as ready
Here is my second issue as stated from my previous post ... Ever since 5.0.3136 went live I've noticed the following problem: whenever I unbox and boot up new machines via PXE they aren't automatically listed under "Machines on [name of OS deployer server]" [As an aside, I noticed this happening to even recently imaged machines, too. They will restart (because I tell them to restart in the deployment template) and invariably boot to PXE and default to the agent. Even if the newly imaged machine is
Create Request numbers via exteranl system
We would like to use the service desk system to manage work from an external system. We are an insurance company and would like to use a claim number as the request number within service desk. Is it possible to have the claims system open a request with the request number as the claim number generated within that system.
Conversion of a service request to an incident
Hello, In our environment, converting a service request to an incident is very useful, in order to revert the operation, if an incident had been converted to a service request using the wrong service request template #1. However, when the service request is converted to an incident, all the tasks from the service request #1 remain in the incident. When converting the incident to a service request again, this time using the correct service request template #2, new tasks are added. So we end up with
Pick list items not sorted alphabetically anymore
Hello, After migrating to build 9317, as soon as we update a pick list additional field, the pick list items are no longer displayed in alphabetical order. This is an issue, especially in the admin view, because we are unable to locate the items that should be updated or deleted. Example: Before upgrading (build 9309) After upgrading (build 9317) How can we solve this? Best regards, Demetrius
Tasks in Change module
Hi In Change management module of Manage engine , I need a help We have good number of Implementers , who have to work on Tasks under ‘ Implementation tab’ of Change management module Do we have any way out , through which these implementers can work without logging to manage engine , as we have limited number of licenses The work involved will be ' Assigning owners , Changing the status of tasks , Dates' Regards Sandeep
dcagenttrayicon.exe has stopped responding
This has happened to a few of our users and we can not determine the cause. Agent version 9.2.112.W DC build 92113 It does not appear to be network-related. The agent troubleshooter does not show any errors, but does advise adding the agent to antivirus exception lists. However, I have not seen any warnings from our antivirus software when the agent crashes. I have run SFC to check the faulting module "ntdll.dll" but it passed the integrity check. This error appears in the event viewer: Faulting
SDP Organizational Roles - absences
What's the best advice for when a person in a role - say "Regional in Charge" is absent is there anyway of have a deputy for example? Or is it a case of changing the name during the absence period? Rgds SimonT
Trigger "Self-service login details" to all contacts
Hi, Is there a way to trigger sending "Self-service login details" to all contacts registered in SCP? We are soon starting to use SCP to all customers, users are created in andvance in SCP, when we are ready to switch to SCP we would like to send link and login information to all users via the Self-service login details, is this possible ? Thanks. Klaus
Notification Problem
Hello here. I am new in ServiceDesk plus, i import users from AD, and make 3 technician from author request. I setting email server, and from incoming email new incident create perfect. Notification to creator request sent well, but after assigned incident to technician, email notification to technician ton sent, Site i not setting - i have one site with LAN. Please help me to setting notification. Version SD 9.3 release 9313 Best regards, Oleg Ivanov
Technicians are able to pick up and close requests before they are fully approved
Technicians are able to pick up and close requests before they are fully approved. We are using Service Desk Plus 9.3 Build 9307. We have an issue where a Technician can assign and close a request before it is fully approved. We have looked at all the settings and can't find how to stop this from happening. Thanks for your help. Jay Czochanski
Configuration Deployment Status
It would be fantastic if a feature could be added so that in the configuration summary/execution status window a new state could be added and additional information. As it stands now, when I deploy a configuration there is no middle ground between "ready to execute" and "executed". There is no way for me to know that the DC agent on the target computer has received the configuration instructions and is processing the configuration. It would be great if the configuration summary page would show that
Export to CSV and s.no
trying to export AD group membership with just first name, last name and email to csv but keep getting an initial column of s.no, why and how do i stop it?
AD managerPlus build 6581 integration with ServiceNow
Hi, I'm interested to understand how you configure the latest AD ManagerPlus build 6581 to integrate with ServiceNow tool. What the requirements ? and any document on how to setup the integration. Thanks
MDM users vs devices
I thought there was a way that you can assign users to profiles in MDM rather than just devices. I just created a new profile and I can only add devices. So if that person gets a new device, it will have to be added to each profile. Is there a way to add the users, rather than devices as this could become a very big administrative nightmare.
Limiting results in Employee Search
Unfortunately, we have several service accounts that are mixed in with our user accounts for GPO reasons. Is it possible to configure the AD Search to ignore results where a field is null? All employees have their employee ID in the correct field in Active Directory. We would like to limit search results to only accounts that have data in that field.
Fortinet Fortigate 100D | unable to add device info
Dear Sirs, I'm unable to add device info using SSH on Firewall Analyzer. Using SSH and credentials doesn't work. Using the same credentials on Putty work well. There is any specific configuration to work with Fortinet Fortigate 100D ? Thank you in advance. Gio
MDM Plus Cloud - DPC Enrollment - Play Store Apps not working
Hi I am currently having issues pushing free play store apps from my repository. My devices are set up using your DPC token afw#memdm and are enrolled into the cloud instance fine. I am able to configure a profile and push this out to my devices. These profiles apply correctly. I've configured apps in my app depository, with the correct bundles, and confirmed that the links lead to the right apps in the play store. However these apps do not download when accessed through the ME MDM app. My devices
Business Rules - what tables are the Business Rule query parts stored in?
Hi - we are trying to maintain 140+ business rules. Each business rule contains a long "Subject contains" statement, containing multiple customer codes. E.g. "Subject contains "BLAH" or "BLAH1" or "BLAH3" (up to 25 more) or "BLAH25"" We use these rules to detect client codes in email subjects, and route them to specific technicians. The maintenance on these is currently untenable - we want to modify these rules directly in the database if possible. I have found the RuleDefinition table, which contains
Software deployment General Quries
Hi, Can someone answer the below queries. 1. If the FQDN and IP of Desktop Central are changed then how can we migrate the same in both Server and Client side? 2. Is there any impact on SQL if we change the Hostname of Server or migrate the application to a new server? 4. Can we configure throttling in Desktop central client so that we can restrict download speed/bandwidth? 3. Scenario: We have created a deployment rule to deploy application only during the non-business hour. What will happen
Users created through e-mail requests
Hi, We receive a lot of requests through e-mail from diferent users and now we have thousands of requesters. We need to delete them automatically or dont create them at all, we tried to disable the options "allow dynamic user addition when the user is not imported in the application" and "provide login access to users created through e-mail requests" but it still creating requesters. is there any way to solve this?
Requires restart
Is there a report that I can run to report on any servers requiring a restart due to patch installs from any APD? Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
Projects and Subprojects
I would like the ability to have a primary project and then be able to have sub-projects that we can work from. These would enable us to break projects into different areas such as Phase 1, 2, etc...
Network Scan - Exluding IPs from a range
I have several remote sites that will have anywhere from 5-20 assets at them. We have used the IP subnet 10.100.X.Y for these sites, where X represents a site and Y is the devices. We have roughly 60 of these sites. So i wanted to scan only the first 50 addresses from each site. 10.100.1.1-50 10.100.2.1-50 10.100.3.1-50 ... ... 10.100.60.1-50 I have added the network scan as 10.100.1.1-10.100.60.255 then i created an exclusion for 10.100.1.51-255, 10.100.2.51-255 ... 10.100.60.51-255 <- this was
Unable to submit ticket to an alias email
Hello Team, 1. I have the following incoming email configuration 2. Send an email to 911test@lazada.com 3. But the ticket was logged under itsm.mail@lazada.com email As a result, it's not routed to my support group properly Please help to check Regards
Stupid question on domain user import scan
I know I set this long time ago and for the life of me I can't find this stuff anymore. Where do I go to change the information that is imported when service desk plus scans for users in the domain? ( like their department info and that basic info) The other question I have it can I set service desk to remove the requester if that user has been removed from AD or do I have to manually remove the requester? I did some clean up work yesterday and now a good portion of the sequesters I removed from
Software Inventory 64 bits ?
Hello, Free Windows Admin Tools is rendering only 32 bits softwares list from my remote computer on Windows 7 64 bits, is it possible to see 64 bits computers too ? Thanks a lots Charles
Application Port
Hi team, I need to know the port used by this application, it's because I need to connect domains in differents networks in the same company Regards
uninstall default device apps using mdm
is there a way to uninstall a list of pre-installed device apps using mdm ? we are rolling out 300 devices that came preinstalled with some default apps we would like to remove..
PMP Pro Updating - Unable to load Disk Space related native library
We are currently encountering the following error when trying to upgrade our PMP product. OS: CentOS 6 PMP Version: Build 7100 Enter the patch file to install:/store/packages/ManageEngine_PasswordManager_Pro_7100_7101_7102_7103_7104_7105_to_7500.ppm Java HotSpot(TM) 64-Bit Server VM warning: You have loaded library /store/apps/PMP/lib/native/libDiscSpace.so which might have disabled stack guard. The VM will try to fix the stack guard now. It's highly recommended that you fix the library with 'execstack
Default Technician Group
What I am looking for is to be able to send out messages when a ticket is picked up by a different technician (there are 2 of us). When a ticket is submitted and one of us picks it up, I would like to be able to have the system send out a notice that ticket ## was picked up by, or assigned to... Is that possible? Thanks
Projects not robust enough
I would like the project management to be a bit more robust. Right now I am limited to just a Milestone then task. What I really need is the ability to do Milestone --> Task --> Sub-task --> Item. This would help to secure a more robust project plan that I can use.
]Jira integration] Error: Check Jira Xml file configurations and Jira server connectivity, please check the log file!!
Hello Support team, I have followed this instruction https://servicedeskplus.wiki.zoho.com/SDP---JIRA---HTML---Integration.html But the error occurs when clicking on action menu On the server where hosts this application, I can connect to Jira via browser (can login, create ticket, etc) Please have a look at my logs [17:26:51:557]|[07-20-2017]|[com.manageengine.servicedesk.actionplugin.workorder.util.RequestActionExecutionUtil]|[INFO]|[80]|: Get Particular External Action Menu Details::{"MENUID":301,"NAME":"Create_Jira","DESCRIPTION":"","ALL_ROLES":true,"FOR_TEMPLATES":1,"ISENABLED":true,"EXECUTORTYPE":"class","EXECUTOR":"com.servicedeskplus.integration.JiraActionImplementation","HTML_LOAD":"Create_Jira_Ticket.html","HTML_FOUND":true,"SELECTEDROLES":[{"id":49,"text":"AERemoteControl"},{"id":82,"text":"EnableCMDB"},{"id":301,"text":"MEAgent"},{"id":602,"text":"MELead"},{"id":302,"text":"MEManager"},{"id":601,"text":"MEWriter"},{"id":4,"text":"SDAdmin"},{"id":61,"text":"SDChangeManager"},{"id":51,"text":"SDCo-ordinator"},{"id":30,"text":"SDGuest"},{"id":37,"text":"SDReport"},{"id":109,"text":"SDSiteAdmin"}]}|
After logging in, just a blank page
First, I'm unsure what version I'm using. I know it's 10 - but I don't know the exact version #. The problem I have: After I log in, the webpage is just blank and leaves me at the URL: http://localhost:8020/upgradeLicense.do?actionToCall=loadDetails&showInline=true Not much I can do here. Just a blank page. I've logged in using IE, Chrome, Firefox. Cleared my cache. Even downloaded Opera and tried that. Nothing but a big blank page. Any suggestions on what I can do here, aside from uninstalling/re-installing?
ServiceDesk Plus API - Knowledge Base
Hello, We are looking to start using the ServiceDesk Plus API with our company CRM. Is it possible to use the API to carry over the knowledge base data we have on ServiceDesk? Thanks, Matt
Update Manager
Hi, In the recent Update, the Update Manager now points to the Scripts folder. We used to use a replacement to the UpdateManager file (We used images and not the backup for rollback). What is the process for amending the config to NOT run a backup as part of Update Manager now ? (We used to just amend the DSDBackup = False). Andrew
Disable Plain text view of password for specific account
Hello everyone, There is an option which Disable/enable password-user,auditor user and other type of custom user to see the plain text of password and instead of plain text it put sharp symbol #. to active this option: Admin -> General setting -> Allow plain text view of passwords, if auto logon is configured Well this is a very good feature which make the enterprise much secure but i wonder to know is there any option which i can apply this feature for specific Account? let's imagine i create 2
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