Exchange issues in User Creation Template - 6.5.8
Technician is receiving "Alert Message - 'Mail Alias' is a mandatory field. You can't leave it empty." The field and tab is silently active in the template and has a naming scheme specified. Creating the user myself, the user gets created with the following errors: Error Code 80072030 : Error in setting attributes, There is no such object on the server. Error Code 80072030 : Setting values for Exchange attributes: Error in setting attributes, There is no such object on the server.
Additional drop down list for user management
Hi all in our environment for full automation we will need additional drop down box that will help us fully automate user creation process. At this moment we are using Offices and Departments pre-populated lists to do some of automation (home drive, basic group membership) but are in the need to have another list that will add specific group membership. It is important that list is in form of dropdown box as our technicians can select it rather than type it in (prone to errors) or there is some other
Template creation rules - add script to newly created accounts?
Hi can you please let me know if it is possible to add script to account created using template and rules. Also it is noted that values in rules are not showing always. Same rule, same user template two different drop down lists. Example 1 - look into password/group/profile and profile/environment Example 2 - look into same fields
Automated closure via business rule
Hallo, How can I close a request via a business rules, when the request closing rule "add work log" is active?
API via curl not populating fields
When I create a ticket with the curl command curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=<TECH_KEY> --data-urlencode INPUT_DATA@new_request.xml the request ticket is created but the only field that is populated is the Technician. None of the other fields are being populated. Is there a problem with the XML? <operation> <details> <parameter> <name>requesttemplate</name> <value>Infrastructure Operations</value> </parameter>
Add Request Curl Example
I am trying to use curl to call the ADD_REQUEST operation. I have tried a couple of different formats to express the request but have not been successful. Do you have any examples using curl to create a new Service Request Ticket? If I use this command: curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=9336CB2B-AE7B-481B-BDA1-5356C6449F23 --data INPUT_DATA@request.xml I get the result <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response>
Multiline Additonal Fields
Hi I've created a template and I want the email from that template pulling information directly from the ticket. One of the fields is a multiline line I've added as an additional field. When I type in the field I'm able to include a space between each line however, when this field is pulled in to the email template is pulls all of the lines of text in as one paragraph. It would be great if it keep the space between the sentences in the email template. John Williams Example Additional Field: Line
Service Catalog - SLA
Hi, We set SLA to Service Catalog, our operational hours are from 8:00 am to 17:30 pm. But if the service was created pass 17:30 the clock still counting, and the technician received the alert. And it is out of operational hours, I attached the error. With the incident templates the Clock is counting correctly only the operational hours. How can we set that SLA only count the operational hours?
Query assistance - Technician Support Groups
Hi Can I please get assistance in a query containing Technician, Support Groups and Reporting To fields. Thank you in advance
Field & Form Rules: How to check, if a date field is blank/not set?
Hi Forum, Am trying to do the following in a change template: When the change is set to closed and the SCHEDULEDENDTIME is not set, set it to current date and time. Got a "On Form Submit" rule with "On create/edit", condition "Status" is any of the "closed>>closed..." with the following script: var x=$CS.getValue("SCHEDULEDENDTIME"); if(x === "") { $CS.setValue("SCHEDULEDENDTIME",new Date()); } It doesn't work :-( Just setting the date without the IF works, but I only want to set it, if it's
Can we manage UCS vendor devices and fabric switches interface
We have one product that is CI Manager Plus. But customer do not want to go for another tools.
Status exceeding threshold - report
Hi all I am wanting to setup reports to flag tickets that have exceeded certain thresholds e.g. Any tickets with the status "Pending User Response" longer than 3 days. Unfortunately I cannot see a way to so this. What criteria would I use to set this up? For the time being, I have managed to get by (refer to attached) however I cannot automate this report as I need to stipulate a fixed date every time. Any suggestions are welcome. Many thanks, Graeme
Remote office IP Server VS Local Office IP Server
Why Desktop Central can't have different IP's for Remote offices vs Local Office.. We want to users outside of building to be able reach DC Server thru internet (aka WAN) but every time I change IP to external network it updates it on all Remote Offices to same IP.. I don't want all of them to be WAN... we have couple location that only has MPLS access to internet and by doing this it will not let them connect to server.. is there feature or work-around to get this solved?
Session timeouts and random issues in Requester / Technician login's
As around 20 to 30 customers have so far reported these issues, I am just moving this to a new forum post where updates on this issue can be easily tracked. As on 9th May Hi, In the past week we have seen customers report this kind of issue in their environments. The reported places include, Unable to create requests from a requester login. Trying to fill the form after refreshing works. Unable to reply to a request Unable to add notes Unable to edit a request and a few other places as well. In
ServiceDesk Plus 9313 Released
Dear Users, SDP 9313 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9313: SD-67431: In SSO enabled environments, owing to the POST data loss, web form data doesn't get submitted while creating or editing a request and form resets. Similarly, replies sent via email are not sent; in some cases resolutions, notes, and worklogs are not getting saved too. SD-66780: Following issues have been fixed in the
Move aditional fiels on a BU to global
Good Morning, I have accounts-Aditional fields at BU level, but I wanted them common for all BUs, for that you told me to create the fields in Global Settings, I already have it, but of course ... they are empty and the information I have in the accounts_aditional fields of the BU ... is there any way by SQL or other to move the values of these fields from one of the BU to decide, to global fields? Best regards mb
ServiceDesk Plus 9312 Released
Dear Users, SDP 9312 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9312: SD-67331: Unable to submit post data in IE when the SSO and Keep me signed in options are enabled. SD-66364: Vulnerability while adding CI in CMDB API. Behavior change in 9312 In an SSO-enabled environment, the Keep me signed in option will be unavailable. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Mobile App configuration and QR codes
I'm working on getting the QR code for the automatic configuration setup correctly. I've changed the access URL on the Admin, Product Settings, Connection page to the correct values. When I scan the QR Code on my iPhone using a generic QR Code reader (called "Quick Scan", the same one that I used to install the app), it just gives me a text entry with the values. It doesn't configure the app. I don't see an option in the app itself for scanning a QR Code.
SLA's still not working properly
Has anyone solved the problem of SLA's not being automatically assigned when an action is taken? Example: Email comes in from customer and generates a request with an SLA of 20 minutes. The first line team have 20 minutes to resolve the issue then it is passed to the second line team who have 40 minutes to complete their work. I have set up a business rule that should change the SLA to the second line SLA when the group is changed to "second line" but the rule does not work. I have to go into the
Spam filter not working consistently
Hi all, On occasion I am noticing requests being generated by internal email. I have set up various rules and included the email address and subjects but still SDP creates requests instead of dropping them. Is there a fix? Thanks
Where can I find info regarding User Roles
Hi all, I just want to know what are the difference of the 3 user categories in Technician Roles. Thanks, Amir
Can't edit a work log entry for Changes entered after the upgrade to 9210
Recently upgraded to 9210, it appears that work log entries entered on Changes AFTER the upgrade can't be edited. Work log entries entered on Changes PRIOR to the upgrade can be edited. Your Version : 9.2 Build 9210 Latest Version : 9.2 Build 9210 [Details] Database : mssql
JSONP Calls on ServiceDesk Plus?
Hello, We have ManageEngine Service Desk Plus v 9.0 Build 9030. Does it support jsonp calls? (Similar to this thread for ServiceCenter: https://forums.manageengine.com/topic/using-api-from-another-domain) I would like to query it via REST API from another domain. What is the best approach? Thanks in advance.
Error Notificate: Sending notification failed
I send email by servicedesk portal, but when I click the Send button, I got e message: Sending notification failed. I’s using gmail for portal site. Please check the attached and support me how to fix it? Regards. License Info License Type = Registered Product = Standard @Name = administrator@ @Mobile Number = @ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9312@ @32 / 64 bit installation = 64@ @Logged in users = 7@ @Zone = Asia/Bangkok@
Fields being used or not
Hi, We are at our limit of field allowance and I would like to know if there is a report that can be produced to see what fields are being used or not, is this possible, thanks Regards Cathy
Add Attachments to Ticket Notifications
I would like to see attachments that are submitted be added to tickets notifications for techs that do not have direct access to service desk to check the attachment. This feature can be administratively added by adding a checkbox to the notifications tab to attach the attachment to the notifications. This will help technicians who need this information while not at work or at their desk where easy access is available.
Installed a new SSL Certificate on Exchange Server and now email won't pick up in Service Desk
We updated our SSL Certificate on our Exchange Server (2013) and now we are getting errors in ManageEngine on trying to pick up mail. I've tried all sorts of things and I'm still stumped. When I look at the error logs I see that the connection gets dropped during the handshake phase. Everything I'm finding is pointing me towards TLS1.1 vs TLS1.2 and changing those option in Java 7. I've tried that and haven't had a lot of luck getting that working. Below is a snippet of the error I'm getting when
Changing IT Asset to Non IT Asset
Is it possible to change a workstation from an IT Asset to a Non IT Asset other than deleting and recreating?
Check in / Check Out system for laptops.
Hi, I'm new to ServiceDesk and was trying to setup a template for tracking laptops that IT make available on loan to other staff or departments. We have approx 20 laptops that we give on short term loan so adding them to a dropdown list is not a problem. What i can't figure out how to do is when we 'check out' a laptop how do we remove it from the dropdown and when we check it back in on return how do we add it to the list again. Effectively for each laptop I need to have a status of checked in or
Reminders
Hi, We have some requests that need to be finalized after 3 months. Is there any reminder function on the IT Service Desk ? I know you can resolve a request and set a status change date, or tasks (we dont use)....but is there any other method ? Just for context we process temporary access for some users and don't want to close the request until we have removed the temporary access, so we've looked at a dedicated support queue etc. but just thought if anyone else had any ideas. A
Duplicate Technician
When I am assigning a request my name shows twice in the technician drop down, both as Eric Griswold and as Griswold, Eric. When I go to the technician list in configuration wizard only Griswold, Eric shows. How can i remove the other "phantom" technician Eric Griswold? We have 38 technicians in the technician list, but the dropdown shows 39 as it includes Eric Griswold. Any ideas would be appreciated. I can only assume there is conflict logic somewhere but I have looked everywhere with no luck.
How to have different operation working hour for the same site
Hello Support team, I don't know how to configure this requirement Conditions: - Have site A-Regional - Have IT support Group works 09am-18pm, Mon-Fri only. Seres all requester on A-Regional - Have Urgent Support team works 24/7 around the clock. Serves all requester on A-Regional Question: - How to configure operation hour for each of them on Servicedesk Plus? Regards Eric
Unable to update Opmanaer - Server is currently running,
Hello, Trying to do a update to 12.0-SP2 (ManageEngine_OpManager_12_0_SP-2_0_0.ppm) C:\ManageEngine\OpManager\bin>echo off Path : C:\ManageEngine\OpManager\conf\netflow\nfa.properties PortCheckerUtil.getPort : serviceName :WEBSERVER_PORT Flag : false =============================================================================== . Server is currently running. Please shutdown the server to run this script. I have stop, then disable the server the service, rebooted the server tried to run the update
Requesters are not allowed to use the "Search Requester List"
Anyone else notice this and feel it should be there? I've pointed this out to ManageEngine, and they indicated that this was left out by design. Am I the only one who feels that it should be there? Do we honestly expect our users to manually type email addresses (only addresses, not friendly common names either) in the notify CC field? I'm puzzled as to why they felt it was a good design idea to leave this out.
How to add a new parent topic in Solutions
I see how to create a new sub topic. How do I create a new parent topic?
Optimization rules Cisco ASA v9.1
Hi, I'v bought a license for Firewall Analyzer (FA) in Claro Chile, I've already configure the syslog by the ADSM and the FA is receiving logs. Now I need to configure the capture of configuration for apply security reports , optimization rules, and others but the FA don't show me the information. The TEST is ok, but the FA doesn't show the rules, I attach some screenshots about that. Please, kindly can you help me how can I set this job? Thank you Regards
SDP change custom triggers, without the matching conditions I need
SDP changes the conditions in the custom triggers. I need the phase of this field and how to increase it。Jiqiu
REST API with JSON?
HI! I am wondering if / when the REST API for Service Desk will accept requests in JSON instead of XML? https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html I'm looking at being able to create new requests automatically from a Workflow in SharePoint, and SharePoint web service calls send request data in JSON. Thank you!
[KB] Reasons to Buy O365 Manager Plus
O365 Manager Plus is an extensive Office 365 reporting, management, auditing, and alerting solution that helps administrators effortlessly manage their Office 365 setup. It's web-based, user-friendly interface allows you to manage Exchange Online, Azure Active Directory, Skype for Business, OneDrive for Business, and other Office 365 services from one place. O365 Manager Plus provides exhaustive, preconfigured reports on Office 365, and also helps you perform bulk user management, bulk mailbox management,
RDP Keyboard incorrect
Keyboard layout in an RDP session. I'm assuming that the browser is impacting the keyboard or is it PMPs gateway? In a native RDP session the keyboard layout we use is UK. when I launch an RDP session via PMP it switches some of the keys around and it looks like it's using the US keyboard layout. it does not matter if I use chrome or IE. This is going to mean I cannot use certain characters in the password. I wonder if this is the issue with the Password verification too? UK Keyboard `1234567890-=
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