Report on requests that have exceeded their SLA
Hello, I need to make a report for all requests that has breached their respective SLA's for the last month, but I can't figure out how. I need it to contain: - Which SLA was exceeded? - By how long? - Account / and or Sub-account? - Request ID? Do you have any tips or templates for this kind of report? Thanks!
URL login check
hi, I want to check web page login with username&password form. How can i do? What do you write request parameters in url monitoring? Can you help me pls?
requests automatically having a resolution submitted
We require all tickets to have a resolution filled in before closing however after we upgraded to the newest version all new tickets created have an auto resolution from the system. This is allowing all the techs to just close the ticket without putting a proper resolution. How can i fix this? image attached.
SQL Connection Information
How do we find the SQL connection information to the database tables? We'd like to have access to our database via a form of SQL management to write queries to alter line items en mass quickly.
Add a Font to SDP
Is it possible to add a new available font to ServiceDesk Plus? If so, can you describe the process and the type of font (.tt etc) to use? We have an in house font our Marketing team is using, which they would like to incorporate into ServiceDesk Plus. Thanks, Steve
SDP changes custom triggers！
How to change the field of custom triggers in SDP?
Determine Last Action for a request
Is it possible to determine what the Last Action for a request? As I evaluate SCP for fitness within our group, I'm thinking that weekly reports could be generated using the Last Updated field. However, with the limited number of fields that can fit across a printed page, I would also like to know what was updated. For example, if a Support Rep updates the Resolution or Due Date field during a report time span, I would like that request to appear in the report. But, if the rep updates adds a note
Automatic forward request to external email
Is there any way to automaticaly forward on a request to a email address? We have created several custom request forms and need to be able to send a copy to other email address within the company. Is there any way to do this? It would also be ahndy to only do this when certian fields are set in the form. Any sort of ideas on this would be most welcome. SDP 7005 installed on Windows 2k3 Server using MYSQL as the DB. thanks
Auto Closing of Tickets in SDP through OpManager
Hi Team, SDP 9209 is integrated with OpManager 12000 build. When alarm comes in OpManager, SD is generating ticket for that threshold breach. But when alarm clears in OpManager, SDP ticket remains open. AutoClosing is not happening. Is this feature supported in OpManager ? This has to be because its a basic requirement. Regards, Nikhil Kalwint
Cannot run program "RemoteControlViewer.exe": CreateProcess error=2,
Hello, I want to connect RemoteDestktop from the Agent, I Show the massege "Cannot run program "RemoteControlViewer.exe": CreateProcess error=2, Sistem belirtilen dosyayı bulamıyor " I was update 9.2 Build 9241 Old version 9.2 Bulid 9238 it was working. My java Version is 8 Update 121 (32Bit) What Can I do.
Desactive MAJ auto update Citrix
Hello The last Citrixreceiver 4.8 patch several versions of citrix receiver. The last ID 305968 update ours 4.7 to 4.8 clients, but when it's done, we lost credentials saved, and need to connect to each desktops to enter them again. Could you add in the the "patchs Gestion\disable auto update" a new function to disable autoupdate for citrix receiver version, as it exists for acrobat, IE and others applications" Thanks Cyril COHU
Logging into Self-Service Portal creates a new Requester account
Good afternoon. We are just starting to use the Self-Service portal and found that when a requester logs into the portal, a new account is created under requesters. If I modify the new account to have the correct information (full name, email address, etc., the user cannot see their submitted ticket any longer in the portal. I noticed the domain name pulled from Active Directory is redplanet1.org (Canonical name) but users are not able to log on when they choose that domain in the drop down. They
Problem after MySQL to MSSQL migration
Hi! We migrate to MSSQL from MySQL. All historical data shows fine, but new events not injecting to base. If we revert back to MySQL, new events injecting. And second problem with Cirilic OUs and CN. Look like this On MySQL all Cirilic symbols showing fine.
Real time for member servers?
Hello we are evaluating AD Audit Plus and looking for real time event information for our RADIUS servers. I see there an option to do real time for the domain controllers but not the member servers. Is there an option for this im missing?
Polycom IP Phone Asset Discovery
We are just starting up our implementation of SDP and doing network discoveries to pull in all of our network asset information. We have a few hundred Polycom soundstation IP phones that show up as failed scans in the Asset manager module. They respond to ping and HTTP but not much else and no indentifying information is extracted during the discovery. Has anyone come up with a way to handle having all of these in the asset discovery database? I dont really need to manage them with SDP, just
Weekend Reports
Is there any way to get a report made or run a current report that will allow me to pull up all tickets for the last 6 months for only weekends? Verision 9.3, Build 9309
Trying to use remote control
Hi I am trying to use remote control from servicedesk. I have click on the desktop central option but it never lets me remote it. It just says connecting. What do I need to check? Thanks
Fill worklog on response
Hi, is there a way to fill out a worklog automatically once or while a technician replies to a request instead of replying and than adding a worklog? Or to have an extra input underneath the reply to fill out a worklog in one hit? Cheers, Per
Upgrade from 9.2.18 tom 9.3.0 claims success, but logs say otherwise and no local auth
When I try to upgrade a functional copy of our production, licensed, SDP server in dev it will claim success, but the logs show errors. Then, I can no longer log in as the local admin, even if I manually run the pgSQL commands to change the password to "admin" The errors I get in the file are: Jun 22, 2017 9:19:30 AM [com.zoho.framework.utils.FileUtils] [WARNING] : Unable to delete file [C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServerContainer.eear\AdventNetCoreContainer.ear\AdventNetCIS.jar]
Launch Program on Startup
Can anyone tell me how to make a configuration that launches a specified program to run at every logon/startup of the PC that it is on? Thanks
Joiner Leaver Process - automatic transfer of ownership
Hi is there a way, without using a superadmin account to transfer ownership of passwords once a user has left the company? Will you be providing any APIs to automate the Joiner Leaver Process allowing external identity management systems to revoke access and reassign resources to a new owner?. Currently the AD account is disabled but the user account in PMP remains and uses up a licence if the user was a password administrator. Lee Andrews https://clan8blog.wordpress.com/
Updating Survey options.
Surveys are very General. We can currently set satisfaction levels and the user has the ability to add comments or suggestions at the end of the survey. Proposed Idea: In defining the Questions can we add to Edit what type of questions we would like for answers? Examples would include: Satisfaction Levels, Memo for comments on a question, Specific data we want to collect that requires the user to check one or multiple boxes, Yes/No option, sub-questions in/of an area, etc... I think this would
SLA Definition Report
I am looking to create a report where I can get all the Defined SLA's with their respective filters and actions in to a report for audit purposes. Any Ideas? We use MSSQL and are on Build 9308 Regards
Regions
Hello, We are looking into filtering the requests by region (Americas, APAC, EMEA and Global). Although it is possible to filter on the Region field, it is not available on any template canvas. I assume this is because we are not using sites in SDP. Does that mean we have to define a custom field instead? How would you handle this? Best regards, Demetrius
Dashbord statistic do not show the last 5 days
This statistic show the activity for the pmp user for the last 5 days. The admin alone for Example had accessed the passwords 481 times. That mismatches the original statistic. Since the 20 till today only round about ~250 passwords where accessed. So the statistic in the first picture have not the right timeline. Just want to inform you about this. I checked it in the Version 9000 and 9003. I would be pleased if you fix this in your next update. Greetings Nathanael
Would like to add different satisfaction levels for the different questions in User Survey
I would like to add different satisfaction levels for different questions in the User Survey. Just noted that currently any added questions takes the defined satisfaction levels defined, uniformly. Any insight will be appreciated. Check attached snapshots. Regards, Davis Onsakia
Workstation audit failed. Could not identify the cause
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan some errors came.please check below. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Scheduled on hold via API Rest
Hi, is "scheduled on hold" function in API Rest possible, the same behaviour like web app. thanks
Site not pulling into new tickets automatically
Hello, We are on version 9308 and have had one instance of ServiceDesk for IT running for years. Recently, we added a second instance for our Payroll department with all new and separate data. I set up the new Payroll instance by mirroring what we had in the IT instance and went through all the sections in the Admin tab. I've noticed when new ticktets come into the system via email, that the Site field is populating much more, 90% of the time, in the new instance. The old IT instance does not
Setting a technician to see only their department requests
Hi Everyone, Is it possible to set a technician so they can only see their department's tickets within a support group? For example we have a general helpdesk support group, Could we make the manager of Department "X" be able to see only their departments requests within this support group if they are a technician, without having to see all other types of requests within this support group? I dont know how simple i made it but hopefully someone understands me :) Kind Regards, Luke
More options to ordenate the requests
Hello, Currently, when we choose a column to ordinate the requests, the previous order is lost. Will be very helpful if we can ordinate the request by more than 1 column. Eg.: order by 'status' and by 'creation date'. -- Tainã Rodrigues ACSoftware Brasil
ManageEngine Log360 free online workshop series (week 4) - Register now
Securing databases, the core elements of network infrastructure, goes a long way in strengthening organizations’ security forte. If turned a blind eye, sensitive and critical information can be compromised jeopardizing the organization. However, running a systematic audit trail on these databases can ensure data protection. So, this week, our Log360 workshop session will be focused on how to conduct databases audit to protect confidential data. Do register for our workshop and know all you need to
ManageEngine Log360 free online workshop series (week 4) - Register now
Securing databases, the core elements of network infrastructure, goes a long way in strengthening organizations’ security forte. If turned a blind eye, sensitive and critical information can be compromised jeopardizing the organization. However, running a systematic audit trail on these databases can ensure data protection. So, this week, our Log360 workshop session will be focused on how to conduct databases audit to protect confidential data. Do register for our workshop and know all you need to
Issue with Mail Fetching
Mail Fetching not working even all the server setting are correct.
Script (.bat) + .reg file
Morning! We are trying to configure automatically the phone extension for our dialer software, getting the extension number from our intranet, and creating a .reg file with the user data and the extension data. We created a collection with the "custom script" for .bat file, and then the "registry" option to import the .reg file, using a local path with a manageengine variable, that looks like this: "\users\$domainusername\uagentsettings.reg" The .bat file works, it creates the file on the c:\users\nameoftheuser\uagentsettings.reg.
problem with "Configure Access URL"
Anyone else run into an issue where making changes to the "Configure Access URL" are not retained? We managed to replace the SSL cert easily enough, ADSelfService Plus server is behind a proxy and we need it to respond on a different URL. Attempts to change the Access URL and port to 443 produce no response when clicking the save button and revert to default when the admin page is reloaded. thanks for any guidance
service desk plus configuration on Android
Please advise on the below error message coming on all Android app, please advise if you want more details to provide. Error message "Could not connect to the server" Server: servicedesk.adports.ae Port: 443 Https enabled. API code generated. MSSQL 2014 on a separate server version: 9.3 Build 9311
Custom Views
I would like the option to hide/disable custom views in requests that is visible to all technicians. Then it would be nice to be able to create custom views and target them to a specific group of technicians. It would also be nice if the custom views that I create for just me, either where on top instead at the bottom in the list or had there own drop down list (setting in personalize). At least I tend to use my own custom views very much. Best regards Peter Samuelsson Sodra Skogsagarna
How to migrate to a new server?
Morning! We are planning to move to a new server, but retain the same SQL Server. What is the recommended path/process for this? Thanks, Matte
Custom Reset Password - Mobile App
I have created a custom reset password screen which works well for website. Can the same information be shown via the mobile app?
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