Add monitor to the admin server
Hi, is it possible to add new monitors ( a script monitot for example) to the admin server? The same as we can do with managed server? It should be useful for me to extend the health check of our AM Enterprise Infrastructure . Many thanks Regards
Remote Control to RDP-Sessions doesn't work properly
Hi there, our remote control seems not to work with RDP-Sessions. We are able to select one of the logged-in-users on the computer, but the initiated remote session shows always the console sessions (the locked admin screen). The Chat feature instead works fine. Any hints? Thanks in advance! Regards, Daniel
Exchange mailbox and storage reporting and analysis
Week 3 of ManageEngine's free training -Register now August 9, 2017 2pm PDT The previous 2 workshops of this workshop series involved the auditing and monitoring of your Exchange Servers. This Wednesday, you will learn how to generate granular reports on various storage components in your Exchange environment. Note: This week has no continuation whatsoever with the previous sessions. You can still attend even if you missed the earlier sessions. In this session, you will learn how to: ●Fetch
PR and PO process
I've taken over the SDP project in our organization after a lot of it was set up by the person before me, so I'm new to SDP and not 100% sure how it works. We had envisioned using SDP in coordination with our heads of departments, purchasing department and VP of finance. What we want is a select group of people (heads of departments) to be able to submit a purchase requests for predetermined equipment (e.g. we'd have 3 or 4 models of Dell laptops on the list that you could choose from, a number of
Replying to Incident by Email does not Send Email Thread within the Notification
Hello, A notification within SDP OD is set to send to the requester anytime a ticket has an email reply. The email reply template is setup as below. It's mostly the default with the exception that we added "$Description". The $Description does not include any new conversations/email threads in the notification, only that from the original ticket creation. Is this by design or is there a way to accomplish this. " Dear $RequesterName, This is an acknowledgement mail that your request with request
Templates detached from Catalog
Hi I have some incident templates that have become detached from their catalog. There must be a way to attach templates to catalogs because you can copy templates, which would be fairly useless if you could not attach the copies to a catalog. We are running SDP 9209 and testing SDP 9317. We used the database from SDP 9209 as the basis for updating a test environment to SDP 9317 it suffers from the same problem. Any help would be much appreciated Chris
EDITING TEMPLATE
Is it possible to edit the requestor details on the template. Specifically can I change Asset to to User Group
Users cannot attach files to requests
Occasionally we receive reports from users that the + sign to add an attachment to a request is unavailable or malfunctions. The end result is they cannot attach a file to their request. Our users have Internet Explorer 9 or above. I've had it happen to me and I use the latest Google Chrome browser. So it doesn't appear to be browser specific and the condition is intermittent and cannot be recreated on demand. Temporarily if a users refreshes the page adding attachments can be restored, sometimes.
How to require a reason to stop timer
Running 7.6 Service Desk Plus When you use the actions menu and select "stop timer" you put the call on hold AND you have to enter a reason for doing so. If you simply put the call on hold from the drop down field in the ticket, you can bypass this need to enter a reason. My question is this: Can you force technicians to enter a reason to put a call on hold?
Servicedesk Plus and OpManager 12200
Good Afternoon We have a question concerning the integration of these two products, Is it possible to set the MODE within this integration so that we know the ticket came from OpManager? We have the integration working and only sends over tickets that need to be sent over but without this option the stats for MODE are almost worthless. I have attached a screenshot for the options available. Many thanks for your help.
Pass Through Authentication issues.
Dear Support, I have enabled AD Authentication and Pass Through Authentication in our SDP Machine. Both of them are configured properly and shows the result SSO Configured Successfully. But when any user access the URL it always ask for username and password and the user have to skip this step and enter his AD credentials to login in the page. This issue was rectified by adding localhost url in local intranet sites. But we cannot afford to go to every user for adding the localhost url to their local
Import services to Service Catalog
Hello, I would like to know is there any way to import new service to Service Catalog in Service Desk Plus version 9.1 Build 9107? I have too many services to create them manually. Thanks!
how to get the complete file path in file and directory monitor alert
hi team can you suggest how can i configure APM to provide the file path details in alert for file monitor as we only get details about file not modified within x minutes with monitor name .it will be a great help if we get these details on email alert it self.
Adding a new action option on a business rule
Is it possible to add a new option in the dropdown list of actions that can be taken within a business rule? We have added a new field to our request template, and would like to be able to set the value of the field based on certain criteria for inbound email requests.
Failing to Upgade Service desk plus 9233 to 9300
Hi Team, Please urgent assist am failing to upgrade service desk plus 9233 to 9300, During the upgrade it extract all the file fine but in the mid it failed. I raised this before with Service desk team and someone advise me this could be problem on the server it self and he advise to create dump server for testing. I did as he advice and manage to upgrade successful on the dump server but the same file failed again on production environment. my number. +255 22 2196 6478
SupportCenter Plus Mobile Application/Mobile View
Why does the SupportCenter Plus mobile application not allow domain filtering but the ServiceDesk+ application does ? Secondly when saving the mobile view www.nameofsite.com:port/m as a home screen icon it does not keep you logged in even when you check remember me or when saving as a bookmark. Essentially this makes loading the application in mobile view very frustrating and leads to users using the not optimized desktop view via links from outlook. The ability for technicians and other workers
V12.1 rediscovery is faulty
Hello For example i have discovered device MYCISCOSWITCH then it names the interfaces based on their description as you can see below in the picture Lets say I change the description of GigabitEthernet2/2 from TRUNK to ACCESS and then rediscover the device by using the tool you have integrated(see the picture below) then it remains GigabitEthernet2/2-TRUNK, but it should change to GigabitEthernet2/2-ACCESS The only chance to make this change work is delete this device and then discover it again.
Hello, I've inserted some Incident - Additional Fields from databse.
Hello, I've inserted some Incident - Additional Fields from databse. There are lots of fields that we don't want to insert them by hand and maybe there will be updated by another database, and these fields should be up-todate. So, I decided to insert them on database side. For test, I first inserted parent field, which is picklist, but not any values and see that in table [ColumnAliases] one row inserted with [COLUMNNAME]='UDF_CHAR8' and [TABLENAME]='WorkOrder_Fields' for the rest I've inserted field
Backup Issue
Dears, please need your advise for why when I take a backup divided into two parts as per the below BR Mahmoud Nour
How to load the conversations in a report
I need to create a report with the conversations or the last conversation/answers charged to the cases
Alert(or Notify) technician by e-mail when there is a new reply from the requester when ticket in unassigned.
Is there a way to notify the same group of technicians that gets notified on newly created tickets when a reply is sent to an unassigned request? For example: User creates request Techs are notified by "Alert the following technician(s) by e-mail when a new request is created". Before the ticket is assigned to a technician the requester sends a reply with further information. Because the ticket is still unassigned the same group in step 2 gets the update details sent via email. Thoughts?
Notify technicians when request is updated and unassigned
Hi, I was wondering if it is possible to setup SDP so that when a request is marked as unassigned and the request is replied to that all technicians are sent the reply? Alternatively, is it possible to have a technician assigned to all newly created and unassigned calls, but that a notification isn't sent to the technician that a request has been assigned to them? To put this into context, there are occasions when certain calls are left unassigned and there are instances where these unassigned
Desktop Central Patch Management now supports Windows 10 Education Edition
Dear All, We are happy to inform you that Desktop Central supports all new Windows 10 Education Edition. You can use the regular method to patch this edition via Desktop Central. Do let us know if you have a feedback or additional questions. We will be glad to assist you. Regards, ----- Dinesh Babu J Sr. Technical Consultant Desktop and Mobile Device Management Solution Direct Support : +1 408 916 9886 Toll Free: +1 888 720 9500 (US) | 0800 028 6590 (UK) | +1 800 631 268 (AUS) [ Desktop Management | Desktop
Bug: Comma in filename of attachment
Makes the attachment unable to open. Maybe the attchment never actually gets uploaded. Either way it does not work.
Desktop Central MSP Public FQDN no NAT Local DNS Pointer
Do I have to use a NAT on my firewall for Desktop Central MSP. I have ServiceDesk Plus MSP setup on the same server as my Desktop Central MSP " Just Setup Testing". I have a Public FQDM for both and both are setup on the public DNS. SDP.mydomain.net DTC.mydomain.net. I have setup my local DNS to point SDP & DTC to local server address " 192.#.#.#". From a public computer, I can access SDP using Http://SDP.mydomain.net:8070 and everything works great.. But from the same public computer if I use Http://DTC.mydomain.net:8040 I
Allow Custom Change Roles to be used on Change Template screen (like Change Manager, Requester etc.)
When you create custom Change roles like an approver role or viewer role these cannot be put on the Change Template form like Requester etc. (they can only be set on the workflow page). It would be really useful to make these available in the same place (i.e. the template form) like the other fields.
Check Change Management 'field and form rules' are satisfied (e.g. mandated fields) before moving to next stage
It is possible using the template in Change Management to mandate fields and apply field and form logic. Unfortunately the buttons that move the change to the next stage/status don't appear to adhere to such rules and mandated fields can be left unfilled whilst the stage/status moves on. It would be a really useful check to make sure that mandated fields are completed before allowing the stage/status to change on the workflow screen
Encrypting XML config file - External Action Plugin
Hi all Using Service Desk Plus 9.3 Build 9317 Using JIRA v7.3.0 Have implemented the External Action Plugin to integrate the two system. All is working 100% EXCEPT that our admins are not comfortable having an "exposed" admin Username and Password in the configuration file (JIRA.XML). Is there a way to encrypt the file and if so will JIRA be able to read it? Many thanks in advance, Graeme
Editing Software License
How do we edit the quantity of possible installations to a concurrent software license in ServiceDesk Plus?
Incorrect link in resource approval request email
We have a resource that requires approval, and we also have the default web service running on 443 rather than 7272. When the approval email comes out to the admin, it directs to the https://<servername>:7272 Is there any way to customize this setting? I'd like it to go directly to the manage approvals https://server.domain/PassTrixMain.cc#/admin/RequestRelease edit: I can edit the template, but it doesn't seem to save HTML so i try putting the URL directly in the email. However the redirect doesn't
Worklog Timer Bug with Operational Hours
When adding a work log using the work log timer feature, it incorrectly evaluates the time when the 'Include non operational hours' box is unchecked. The server's time and time zone are correct Scenario: User Personalization Timezone Setting: (GMT-05:00) EST Admin Operational Hours setting: Start Time 08:00, End Time: 16:30 Work Log Begin: 31 May 2017 (Wednesday) 08:30:00 Work Log End: 31 May 2017 (Wednesday) 08:33:00 Time value, Include non operational hours unchecked: 0 minutes Time value, Include
Hard disk monitoring
Can this free software have the ability to send an email when a hard drive on certain machines get to a low threshold? I am looking for software that can monitor hard drives on vm and physical servers.
CAB Cannot approve change
I face the approval issue on servicedesk-plus version 9.3 Build 9314 while CAB approving the change. The message show dialog and said "You are not authorized to perform this action" after CAB clicked on "Recommend" link under their name. I can't re-produce this issue. It not occur with every change nor every CAB. Please advice me, Thank you in advance. Jeerasith.Sr
Incident Template--create additional incident instead of task
I want to create an incident template, but instead of creating tasks associated with the incident--I want to create additional tickets for each action item (task) instead of a task. Example: New user template instead of task associated with each step that has to happen for a new employee I want to create subsequent tickets for each step Help please?
Incident Template Question -- create additional incidents instead of tasks
I want to create an incident template, however instead of creating tasks associated with the incident, I want to create subsequent incidents. for example: New User Template User submits template and instead of creating 10 tasks that need to be completed for the new user, it creates 10 additional tickets for items that need to be done assigned to specific technician or groups based on what the item (task) is. Please help
Using JAVA Runtime 1.8
Hi I have just tryed to replace Java runtime (in <appmgr home>\working\jre) from 1.7 to 1.8, but the web server fails to start. I'm using Applications Manager 13 (build 13300) Log file (Logs\Tomcat\Catalina.2017-08-03.log) says Aug 03, 2017 11:35:47 AM org.apache.catalina.startup.Catalina start SEVERE: Catalina.start: org.apache.catalina.LifecycleException: Failed to start component [StandardServer[18005]] at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:152) at org.apache.catalina.startup.Catalina.start(Catalina.java:621)
Couple of questions regarding Reports
Hi, I have a few questions about some of the available fields in the Custom reports. 1) "Pending Status". This appears as either True or False. I viewed a ticket where this was set to "True" and its status was "On Hold" therefore I assumed that if Pending Status = True, the status of the ticket is "On Hold". However I then opened another marked as true, and it was "Open". Does Pending status basically mean the ticket is not Closed / Resolved, or does it mean something else? 2) "Time Elapsed".
How to ensure multiple approvals of CAB , to move to next stage
Hi We have the requirement of multiple persons approval in Roles viz . CAB i.e. unless all the persons mapped in CAB give their recommendation as YES , the workflow should not be able to move forward , even by Change Manager How we can make it possible regards Sandeep
Business Rule Limitation
I am trying to setup an automated escalation form for another team. The idea is when the ticket is edited to a level to trigger the business rule, an email is generated automatically but the execute rules are very limited as you can only pick create, created and edit or just edit. What I would like is the ability to set it to execute once a ticket is edited once and not try again for the same ticket, as what is happening is, a single edit is sending the same escalation template which is not exactly
Unable to log ticket to SD Plus
Running Latest version of OpManager 12.2 and SD Plus 9232 and seem to have an issue logging tickets. Every time I configure a notification to log a ticket, when I reach the step to name the profile I receive the following error: This API is used by OpManager for its internal operation, and you cannot access it. I configured the technician key, server, port, and credentials. Not sure why I can't get this to work. This used to work in all previous version for me.
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