[KB] How to adhere to email response SLAs?
Problem:Your organization may have a Service Level Agreement (SLA) about email response and it is highly necessary for your customer-facing teams to stick to it. Customer service executives now have to respond to customers in a prompt manner in order to adhere to this SLA. For this reason, managers and administrators try to be extra vigilant about the response time of mailbox users. However, using the native tools to check response time is a daunting task. Solution: Adhering to email response SLAs can be done using the Email Response Time report. This report
Script to Open an Explorer Window
Hi, We have a script that opens up a browser window if you meet certain criteria, this is great for websites or links through a browser but is there one that opens up an Explorer Window (To view network files using explorer.exe ) ? window.open('AddrFromSolutions','_blank'); A
Chat Technicians
Hello, How can I remove admin user from being Live chat support rep? Thanks in advance.
query report for all scheduled reports
I am reporting this as a problem, because the query report is a workaround only. We were informed that the SDP admin cannot see all scheduled reports in the user interface by design. This is very bad situation, when SDP admin don;t have any control on scheduled reports e.g. by technicians who are no longer working. Please create query reports which can provide the below information across ALL scheduled in SDP reports: Report name \ Next Scheduled Date \ Recipients \ Techncian Name (owner)
Notification Rules - technician
Hi all, We plan to let technician to using the email create the incident request assign to them self, close ticket and update ticket via E-Mail Command, but there are no notification email to technician(i have tick the Alert technician by e-mail when a request is assigned.). It will send notice email to technician if we manually assign it to technician from the web portal. Is there any possible solution that allow it will send notice email to the technician even using the email create request assign
HTML Notification corruption - SDP adds intrusive HTML
We have been using a method for adding full HTML notifications to SDP for a while now. It basically involves: Create a HTML file using Notepad++ (specifically targeting compatibility with Outlook) Open a blank email, remove any text Use the 'Insert as text' function to add the HTML file as content in the email Copy and paste into the SDP notification window Save the notification This has been working now for quite a while and works flawlessly on all notification except one! If I use the process above
Not able to delete User created in ServiceDesk plus
Hello, I am not able to delete the user from ManageEngine ServiceDesk plus, which was created some time back. Please help. Screenshot below shows a user "dummy", which doesn't show checkbox to delete. Regards, Alekhya
Any possibility to restict Install patch/app to Server group
Hello We found some our technician apply patches/applications to all machines at Remote office or just all at Domain Is it possible to restrict users to work with some kind of machines (groups, types, etc.) by User rights or Roles? Dmitry
Dashboard indicating wrong number of jobs for techs
The actual number of jobs a tech has[ pending ] are not correctly being reported on the Dashboard. We just upgraded to version 7.3.9307
Conversation query report
Hi a little while ago I posted a requested around a report to capture conversation counts per month for Support Reps a query was provided, but I can not drill down monthly. Below is what I am after: I have a need need for a query to be produced that showed the number of conversation (in & out) that a support report has done during a month period. I current have a query that shows the below and the attached spreadsheet, but I am not able to break it down into months. The query is based on ticket created
REST API: HTML tags stripped out of ticket Description on creation
I am having an issue with the REST API where anchor tags are stripped of their attributes when creating a ticket via the REST API. JSON body: data:{"operation": {"details": {"description": "<a href=\"http:\/\/www.google.com\">TEST<\/a>","requester": "Example User","site": "Example Site","subject": "Title of the request.","account": "Example Account"}}} Results in { "operation": { "result": { "status": "Success", "message": "Request updated successfully" }, "details": {
How to change site field by business rule
Hi, I want a monitoring tool that monitor all site of organization. I set alert rule in monitoring tool. for example if router is disconnected, mail to servicedesk@myorganization.com that configure in SDP mail setting. I want to set business rule that if receive a email from monitoring@myorganization.com and if monitored device from other site, change site. Thanks
New 8.1 Themes
How do you change the Header themes for the Support Rep portal? Thanks TomS
No search results if there is a negativ sign in the search box
(build 9307) Hello We have a lot of requests with the hostname written in the subject. A hostname of ours looks like B-Luda-71. If I search the requests and write the hostname in the search box, I don't get any results. I could write only Luda, then the request will be found, but I get too many requests in the result, so I have to search for B-Luda. Regards, Markus
Multiple Remote office on one distribution server
Hello, Please confirm about below features which have been requested a year back. 1. Add multiple remote offices with single distribution server. 2. Add multiple remote offices to dynamic custom group Regards, Sumit Singh
Set Task Start date From Date field in Incident
I am working with our HR department to help us with our staff transfers. I have created an incident template for them to fill out that contains a date field of "date of transfer". Is there a way to pass that field to an added task and use it to set the start date and possibly end date of the task? so if they say the staff memeber needs to be transfered 25 Mar 2017 the task start date will be 25 Mar 2017 Thanks
[KB] Know Your Clutter Settings
Clutter feature in Exchange Online helps you to prioritize emails automatically by observing and mimicking your email processing behavior. When enabled, less important emails are moved to a separate folder allowing you to concentrate on the important ones. By default, the cluster feature is enabled for all mailboxes. Being an administrator you might want to disable clutter for some users, as you need them to concentrate on all the emails sent to them, especially when it involves customer support.
Protocol Mappings
Hi, How can I identify the destination/source ports so that I can map them on NFA? See attached sample. Thanks
Resizing fails following upgrade to 8014
Hi, We've recently upgraded to 8014, following which I've found that the site's pages no longer resize with the browser, unless I force a refresh via F5. This has previously been the case for the Requests tab (which has always been annoying, especially when you have filtered results which are lost when you refresh the page) but following 8014 it is also doing the same for incidents: i.e. https://<SiteURL>/WorkOrder.do?woMode=viewWO&woID=<IncidentID> I've tested this on Windows 10 using
Request ID collision?
Hi! We recently encountered another company that is using SD+ as their helpdesk solution, which causes a problem when the request id already exsists in one of the systems. So when they send a mail from their helpdesk to ours it might get assigned [##12345##], which causes the reply to enter their system on the same request id, as it already exists there. So in other words whenever they create a new ticket with us they get the reply attached to an old, closed request on their side. I assume it's not
Automated Nexus 5500 Backups
When I attempt to perform a backup of my Nexus 5596 switches, they fail with the following error: copy startup-config tftp://10.10.10.21/1805_ConfigFile.txt vrf default ^ % Invalid command at '^' marker. Nexus-5596# copy startup-config tftp://10.10.10.21/1805_ConfigFile.txt vrf default Trying to connect to tftp server...... TFTP put operation failed:No route to host Nexus-5596# The reason it is failing is because the automated backup uses the default vrf. However, the Nexus has out of band management
How to stop a notification being sent again when a ticket is updated
Hi, I have a business rule setup to send a notification to the requester when a fields is selected to advise them of the status of an application. The issue I am having is that when the support rep goes into the ticket and updates another field (while leaving the field that is driving the business rule the same), it send the notification again. Is there a way of being able to leave this filed the same and update other fields without the notification being sent again. Thanks I have attached the business
drop down menu
jhhi it is possible to make drop down menu to choose status? like technician drop down menu
wan rtt monitor source interface
Hi In my network I use vrf. I would like to configure wan rtt in one particular vrf on my cisco router I configure it using source ip address (and destination) in that vrf Next I add "vrf vrf_name" command on my router I test it using show ip sla statistics and it works fine But OPManager don't monitor it. It is strange thing. When I go to path detail it shows me address of my loopback instead of address of subinterface in vrf that I configured previously. I am using OPManager version 8810
Reports Help!
Hello all! We are looking to create a few reports that show any Requester who has elevated access to view requests above the default. This is denoted in the Requester Details under Department Details and Requester allowed to view. We would like to see: * any requester who can view their Departments tickets * any requester who can view their Sites tickets * any requester who can view ALL tickets Jeff Day
Workload Query
Hi, We have two teams, one receives a Service Requests for some work but they need the other team to also perform some work on the ticket. We have looked at tasks but I doubt they are suitable, so what would you suggest is a workable option instead ? Any ideas ? A
Preventive Maintenance
Hi, Does anyone have a Report Query that can export all the details of the Preventive Maintenance, especially the schedule details ? We have this, but just need to see if we can add - well, everything else..... Select top 50000 swo.WORKORDERID "Scheduled WOID", ti.SCHEDULE_TIME "Next Schedule Time", aau.FIRST_NAME "Requester",sdo.NAME "Site",dpt.DEPTNAME "Department",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",res.RESOURCENAME "Asset",qd.QUEUENAME "Group",ati.FIRST_NAME "Technician",swo.TITLE
Opmanager cant aware of the service is restarted
Hello, We're monitoring a windows based service named X with opmanager. When this X service fails it restarts itself in 6 seconds just because it's a live service and it's supposed to restart it self very quickly. However sometimes even the service fails opmanager cant alert it fails because it restart too quickly. We really need a solution regarding to this as we cant know if the service is restarted or not within day. Regards.
Email quota in Manage Engine
Hi Support, I would like to increase the attachment quota while sending email via manage engine. Along with increase quota in uploading document into manage engine SR. Appreciate you could advise. Regards Vincent
OpManager 12.200 (Upgrade from 10.250)
We recently upgraded our instance from 10.250 to the latest 12.200 - it's a great improvement but we are possibly experiencing some upgrade issues. Our main issue right now is getting a handle on the Maps - we've loaded the Google Maps and it was auto populated with many of our devices. However, I'd like to start fresh and ensure it is working on a clean slate. There are devices on the map I can delete, but there are many others that I cannot delete or get any information on at all - when clicking
Switching off SQL Alert
Good morning we are attempting to configure the SQL monitors with OpManager 12200 but am struggling to switch off the attached alert. We do not want to monitor this as we have many MDF's that are bigger than this and they are all alerting. I have increased the threshold but i think it would be better to just switch it off. Can you please advise how to do this? Many thanks
Jquery to get JSON Data using Rest Api
Hello, Is there any way to use Rest api call in Jquery to get the JSON Data of a SD Request.? Please advice. Thanks, Praveen
Requester-Import from Active Directory: Failed entry = 1
I have a question about the requester import from Active Directory. Everything works fine. But with one requester I get an error message: Failed entries: 1 Where can I find a logfile where I can check which entry failed
Barcode Removed
Hi I added a computer to assets by running script, after a while I changed computer name and after that, entered barcode is removed , why this happend?
Mark a ticket as Confidential and have limited access to the ticket
Hi, A question has been asked around marking a ticket as "confidential" and allowing limited access to the ticket. Is this possible? can you password a ticket? Regards Cathy
Only allowed line chart
When making a report using count of time (here, Resolved Time, but also behaves same with any Count of time field), all I can choose is a line chart or a scatter chart. My numbers being pulled appear accurate, but why am I limited to just those 2 charts when doing it this way? I'm actually wanting a bar combo chart type for what I would like but even a normal bar would work. Thanks
In a Reply from request the SCP put automatically the original "To" located in the request...
When a request is created by email, the original receiver of this email, is located under the tag "To" in te request, it's OK... but... When we send a reply, this value of 'To' is appened in the "Cc" of the new reply... we dont understand why... actually we need delete this value in Cc tag. Is possible deactive this? Best Regards.
Remote Control to RDP sessions
I occasionally our Server admins have to provide support to other admins who are more application/Dev types and are managing application servers etc. They all log in via RDP to manage those systems. I'd like for any requests they have to be routed through Desktop Central for logging purposes and some of the other advanced features. However when I've tried to get this to work before, it would appear that remote control only extents to those who are logged in as a console user and RDP users never
Attach multiple files at once
Would it be possible to request a feature that would allow to attach multiple files at once in a PO or a request?
IT Advanced analytics tool configuration issue
Hi, i tried to configure the IT Advanced analytics tool on premise but it shows the below error SDP version is: 9.2 Build 9230 Advanced Analytics version : Version: 3.0.0 Build Number: 3010 FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
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