Survey Rule
I would like a feature to prevent surveys from being sent to a technician if they are also the requester on the same ticket.
Users replying to SDP tickets with alternative email addresses
For reference, we have Process emails received from new email addresses ? set to no. Today, we have a new user who was set up with one email address in SDP (and is used to match the big Active Directory we authorize against), but sends their email through an alternate address (i.e. user@domain.com vs user@exchange.domain.com). I added the 2nd email address as a secondary email in the requester's attribute, but replies from the user still don't appear in SDP correctly. Is there any scenario where
send report
Hi all, I have a scenario: - monthly generate reports about service usage for one of our customer - need to send report to customer When I create request in name of customer and attach document, notification recieved but there is no attachement in notification mail. Is it possible to send attachement with notification? I found $Description which send problem description within notification but can not find attachement variable. Is there a better way to send reports to customers?
Additional features For Roles for Technicians
For adding requesters to Service Desk, we manually add them from Active Directory. This Process is currently done by me, using the SDAdmin Role. I am in the process of assigning rights to 2 members of my IT Operations team, each in different locations. I want them to assist in the import of freshly created AD users to Service Desk, I tried to assign them the SDSiteAdmin role, but it does not have available to manually import from AD to create the Requesters. I would like this feature to be added
Introducing Weak Password Reporter Free Tool
The importance of using strong passwords for users’ end-point systems is critical to ensure the very survival of your organization as they could be easy gateways to access your organization’s mission critical data. Using strong passwords more of than not slows down, and even defeats the various attacks on users’ systems. For this very reason, IT administrators all around the globe continue to impress upon users the need for a strong password that contains a healthy mix of upper and lower case letters,
Greater scheduling options for succsessive tasks
Hi We have a requirement to schedule the enabling\disabling of around 120 accounts on a regular basis. The accounts are put into various sized groups and are currently manipulated manaully. The accounts are used for student exams so it is important that they are enabled\disabled at the appropriate time. ie. Week 1 Group 1 Monday 09:00 - 11:00 Group 2 Monday 10:00 - 11:45 Group 1 Thursday 13:30 - 16:00 Group 2 Friday 10:30 - 12:00 Week 2 Group 1 Wednesday 14:00 - 16:00 Group 2 Tuesday 14:30 - 16:00
ADManager Plus rolls out build 6580
ADManager Plus Build 6580 (June 2017) New Features: Active Directory management notifications: This feature notifies all the relevant stakeholders via email and/or SMS, whenever an AD, Office 365 or Exchange management action is executed. Further, the notification messages can be customized based on the management action performed, the domain in which it is performed or the technician who is performing the action. Litigation hold enabled Exchange Online mailboxes Report: View all the Office 365 users
Unable to Delete a site
When Deleting sites I get the following error message. "WARNING :Site cannot be deleted as it is being used by a module." But I never get any indication of what module is in use for a site. Would be good to know what modules are still being used be a site so as a user I can try to fix the issue. I have seen on the forums the SQL scripts to run in order to break the relationships \ clear the usage however as a customer I shouldn't have to run SQL statements in order to delete a simple site.. Seems
Report to Capture Work Log Details
Can you send me the SQL query to generate this report: - Request ID - Subject - Description - Status - Created Date - Resolved Date - Work Log Details under the Tasks Tab - Owner - Time Taken - Start Time - End Time - Description where I can put in the value for a custom field called "Project" Thanks. Build version: 8.2.0 Build 8217 Database: MSSQL
Managing floating licenses
Hello, this is my first post here. As I did not find an answer, I have to ask for your help. We have a software, that has multiple single seat licenses, and a few floating licenses. I would like to somehow set, that if someone has that program installed, and does not have assigned a single seat license, it is possible, that he is using the floating license. But Desktop Central shows me, that that program is under licensed, because many computers use floating license... Of course, for the sake of
Problems with SCP
Dear Sirs, We have the enterprise version of the SCP, current version 8015, supported with SQL Server. We are in a progressive start, and after the first group where everything worked correctly, we added a second group and here the problems begin ... The system after adding to this second group of users, is blocked, stops constantly and after seconds or minutes recovers ... or sometimes never and we need to restart. The machines where the SCP is installed as well as the SQL server are without any
Restore to new build not working
Hi, I have built a new VM to host a new install of SD+ and want to restore the configuration and data. I've tried downloading the original version I installed on the old server, updated it to the same version as the old server and tried to restore from the backup I took yesterday. The backup appears ok but is in two parts. Is that normal? When I try to restore the data and config from the backup files, I get a dialouge box that asks if I am restoring the data in production build. I answer yes
Support Groups - Autoassign based in Mail ID
I cannot get the autoassign to Support Group to work when email is sent to an alias email id. In Exchange 2010 - Mailbox with a default email of ITHELP@domain.com - added an alias of DEVELOPMENT@domain.com to the ITHELP mailbox In Service Desk Plus 9.3 Build 9307 - Admin...Org Details...Mail Server Settings - i've added DEVELOPMENT@domain.com as an alias to fetch. I've stopped/started fetching - Admin...Users...Support Groups - i've created a group DEVELOPMENT and entered DEVELOPMENT@domain.com
Bitlocker Report
How do I create a report showing me the machines in my environment that are using bitlocker and the volumes on which it is used?
Awaiting Approval Tickets & Previously Approved Requests
Team, Have three specific features which we get asked numerous times. Below are the details. 1. Awaiting Approval Tickets : If a service request awaiting for an approval, and all three check boxes have been enabled in the workflow in the service catalog format, the ticket wont get assigned to the technician. Although any technician who has access to all the requests will be able to work on the request and inturn resolve the request. Is there any restriction that we can enable for scenarios where
Showing last login date in Asset Management
Dear Colleagues, Under the Assets Module in Servicedesk plus, it would very smart to list to group the last logins in hierarchical order depending on last login(Last use) Kind regards, Seruken
Need report for total laptop and desktop where asset state is "IN USE"
Dear Support, I have a report that generates all laptop and desktop present in Asset category, I need to specify only in use computers for the report SELECT CASE WHEN (compDefLaptop.ISLAPTOP IS NULL) THEN 'Desktop' ELSE 'Laptop' END AS "Type", COUNT(workstation.WORKSTATIONNAME) "Number" FROM SystemInfo workstation LEFT JOIN Resources res ON workstation.WORKSTATIONID=res.RESOURCEID LEFT JOIN ComponentDefinition product ON res.COMPONENTID=product.COMPONENTID LEFT JOIN ComponentDefinitionLaptop
Barcode Scanning in App
Reading through the responses to prior requests for bar codes to be added to SDP, it seems that it was planned for bar code scanning to be available through the Android/iPhone apps. Is this still on the horizon with the bar code feature implemented in SDP? It is critical that I have a way to easily move items from in storage to in use, and back, as well as audit by my inventory via bar code scanning. Without some sort of integration with bar code scanning, the bar code feature isn't very useful.
Delete Account Custom Script - Username not passed to script?
As part of our account deletion, I configured a custom script to run against the username (under Admin->Delete/Disable Policy). However, the command isn't being passed the username or department when I use the %username% and %department% variables (they work for all other custom scripts I've implemented with ADManager). Is this functionality not available when an account is deleted? Or is there something I'm missing? Custom script I'm running: powershell c:\AcctScripts\RemoveFDrive.ps1 -Username
Asset scan does not find apps installed on Windows 10 computers
After performing the inventory scan you can see which desktop applications are installed. That is fine. However we are missing the UWP apps installed from the Windows Store. All apps, including the UWP apps, can be found on your computer when you run the shell:appsfolder command. Is my scan set up wrong or is servicedesk plus not able to see these apps yet? Regards, Henning Beck.
SMS Options for SCP
Hi Everyone, I'm keen to hear from anyone that has set up the ability to SMS support reps via SCP. I'd love to know what system your using and how it works and what sort of costs are involved? Thank you. Daniel
Alarms ACK on source
Hi I want to know if an alarm is mark ACK on source (ex. OPManager) then the alarm will mark ack in alarms one? Thanks
Automatically close ticket/incident if ticket open for long period on-hold?
Hi I've configured a custom status of "Awaiting Response from User" which stops the timer until they respond by email or by self-service. We have a large number of users who will never respond despite prompting. Is there a way we can automatically close/resolve a ticket if this status remains for say 14 days with no response? Thanks
Auto Assign
When tickets are created from our home page "Create Incident" I only allow requesters to enter in a Subject and Description. Because of this the Category is set to Not Assigned. I'd like to create a rule based on this "Not Assigned" to assign the request to a group. Is there a way to do this?
CSV requester import - self-service details
Hi, I'm trying to import some requesters from a CSV file. It requires username and password for self-service portal as mandatory fields. Is there a way to bypass this? The requesters I'm trying to import will not use the self-service portal.
Sub Category Search
In relation to search functionality for categories. When closing a request currently you need to select a primary category and then a sub category. Is it possible to set manageEngine so that when you click into sub categories it shows all sub categories and automatically sets the primary depending on sub category selected.
idle time before logoff
where to add more idle time before desktop central logs you off
how can I get more information from GET_REQUESTES?
Hello I need your help. I'm using the API get_requests but this just get some fields: <request> <workorderid>XXXXX</workorderid> <requester>TEJIDOS INDUSTRIALES COVETA S.A.</requester> <createdby>TEJIDOS INDUSTRIALES COVETA S.A.</createdby> <createdtime>1496957916993</createdtime> <duebytime>1497389916993</duebytime> <subject>Error en contabilidad</subject> <technician>MARTHA AIDEE MALDONADO MARIN</technician> <priority>3- Alta ó Restricción
Requester replying to closed ticket is not working properly
Hi there, we have some problems with closed tickets in Self-Service Portal Settings we have "When the requester replies through E-mail / Portal to the closed requests. Perform the following: Create as a new request." But requester is still able to re-open the closed ticket ! What did we wrong? thanks alessandro
Opmanagr discover too many interface!
i am using opmanager 12.2, when we add new device, the system can't let us to select which interface user want to monitor the server maybe have 4 physical network port and the system can identify it with 50+ interface so after we add 50+ device , there maybe 1000+ interface on the system most of interface are hidden, virtual ,useless or misidentify some interface network flow is 0 and some are identify as problem this make a lot of alarm and big problem in management of course interface template
Can I import team members (technicians from AD?)
Hi, As above! Can we only import requestors?? TIA
Move Device to Another Group
Is it possible for an Admin to move a device from one group to another after it has already been enrolled?
Publicly Accessible Solutions Issue
So, A while back I was helped here showing that if you replaced the .do with .sd in the solutions as the below examples show. Private: http://domain.com/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=8 Public: http://domain.com/sd/AddSolution.sd?submitaction=viewsolution&fromListView=true&solutionID=8 Here's where it all falls to pot. if I click any link from there, like another category for instance, the link still puts a do in which would have to manually be replaced with
After the upgrade to version 3011, the service does not start
After the upgrade to version 3011, the service does not start startout.log - " Wed Jun 14 09:30:35 MSK 2017 : requestScheme is http "
[KB] How do I detect emails that are possible carriers of the Fireball adware?
In recent days, all cyber security analysts have been warning us about the newest threat to security, an adware that has been named Fireball. This adware is a browser hijacker--it has the capability to take control of your browsers, track your web usage, and wreak havoc in many other ways. It makes use of tracking pixels to get victims' personal information. How does it get into my system? Fireball is bundled with other legitimate software the victim has already agreed to download. It appears as
ManageEngine ADManager Plus service not starting
Hello. I am getting this error while trying start the ManageEngine ADManager Plus service on my Windows 10 machine: "The ManageEngine ADManager Plus service on Local Computer started and then stopped. Some services stop automatically if they are not in use by other services or programs." How do I fix this?
ADManager Plus reports cannot be show under "Scheduled List"
HI, Please be informed that we encounter a problem is that we checked our "Scheduled List" and it will said "No existing Schedules". As we checked, we still can received the schedule report via email and we check "Scheduler History" and the report status is normal. May I know how to get back the report in "Scheduled List"? Thanks
Problem Installing Hotfix - Process stalls when selecting "Browse"
Hi all, Is anyone else having an issue where the process of installing the latest hotfix stops completely (screen disappears) when "Browse" is selected to find the hotfix file? I have searched the internet and cannot seem to find an answer. Either I am the first or I just haven't searched hard enough. Thanks!
Source Setup & Upgrade Packs to Most Stable build
Greetings, We have been following and using PMP for a while now, almost two years. The forum community here seems to be growing from ever since, and it would be so much helpful for everyone if we could all engage and help on the specific issues everyone could end up with. On the other way, I believe that a way of avoiding some issues would be if ManageEngine could make available for everyone a repository from where every user could choose the version/build number of PMP to work with. It would also
Ample wasted space when viewing requests
Would it be possible to change the view/layout when viewing tickets/requests/problems etc? The basic layout (ticket subject and body) do appear front and center but all the other details (Type, Dates, status, tech, sla, etc etc, seem to be wasted all crowded at the bottom of the screen (after scrolling). I think it would be more effective if there were a sidebar with all these details. This way all the information is on one screen, at a glance. I'd even settle for something that looked kind of
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