Mark incident FCR through email
Is there an email command that will allow me to mark incidents as FCR? This would be helpful when creating break/fix incidents via email when I am out in the field and do not have access to a workstation to log into ServiceDesk with.
Problem with Real-Time View Plot window
I'm evaluating OpManager version: 12200 (64-bit) installed on Linux 4.4.0-62 (Ubuntu Dist) and found an issue with the real-time view plot. It appears that the Time Window field only affects the outbound plot. In the screen capture below, I show an example where the Time Window field is set to 1 minute (tested also with other values - similar results) and the outbound plot will reduce to 1 minute while the inbound plot continues to scale out indefinitely. As time progresses the 1 minute window
Prevent Deletion of requests
Is there a way to prevent technicians from deleting a request and require them to close, cancel, or merge the tickets instead? We have had some issues with tickets accidentally being deleted causing some confusion as to what was done with those tickets.
Monitoring Windows Server 2016 and Hyper-V 2016
Hi When will Opmanager support Windows Server 2016 and Hyper-V 2016. Thanks Best regards Eyðun
My login suddenly loses all administrative rights
This has happened to me multiple times now. I clicked "Edit" on my username in the technician list in the admin area of service desk but made no changes. Now, when I log in, all I see are 3 tabs: Home, Requests, Solutions and I see no tickets and can't access the admin section or any other sections of servicedesk. My username looks fine when logged in to another administrator.. it still has all the SD admin roles. Why does this keep happening? The only way to fix it that we've found is to delete
Approval stage based on input
We are building out an approval process for our new employees. Our current process calls for HR to approve the account creation and our CFO to approve if financial system access is needed. Is it possible to trigger the secondary approval stage in a service request based on field input?
How to decline a patch for a particular OU
How do I decline a patch? Having some issues getting rid of the Preview of monthly update patches.
Creating a custom notification
I'm looking for a way to create an email notification when the following happens: 5 separate tickets are generated for a given "Site" within a 30 day period. Would there currently be any way of doing this?
Service Ticket Follow-up
When a service ticket is opened by emailing support (sdp-ondemand-support@manageengine.com) is there a way to view the ticket status? We are normally sent a ticket number, so just wondering what the method was to see the status without always sending emails. Thank you.
Typo on the interface "Additional Fields" section
I believe this should read "SLA related details" rather than "SLA related deatils" Attach image shows the misspelling.
Detail description of access level?
Hi Is any document thay contain detail description of ELA's access level? Kevin
Task assignment
Hi, I might just be being very stupid and missing the downright obvious here but here goes! I'm testing an incident template that has various tasks assigned to it and was hoping it should automatically assign the tasks to the same technician that the incident gets assigned to. Am I missing something and this should happen or is this as expected and i'm thinking it should do something it isn't capable of doing?
URL accssing issue
i am facing the issue to access the URL because i disable the TLV1.0 on our server that running the uRL that i access. but in op-manager i facing issue Host Unavailable but when i enable TLS1.0 on server link is accessible.
Change Request email notification reply creates a new ticket un "Requests"
We got the system to send out an email notification to technician and managers when a new Change Request is created. Unfortunately replies to the Change seem to create a new ticket rather than being appended to the original Change Request. Anyone have a similar issue?
Monitoring of Exchange services, components, and protocols.
Week 3 of ManageEngine's free training - Register now! Date: May 3, 2017 Time: 10:30am BST | 3pm IST So far in this workshop series, we've discussed the features of Exchange Reporter Plus that help with information security and efficient resource management, including: Auditing changes to mailbox permissions. Tracking non-owner mailbox access. Monitoring mailbox size and growth. Identifying inactive and orphaned mailboxes, and much more! Don't worry if you missed the first 2 workshops--their
SD tabs are hidden
Upgraded SDP to 9307, now all tabs (Home, Dashboard, Requests, Problems, etc.) are hidden. You can only see a tab when you hover a mouse pointer over it, otherwise you have to hover over every tab to make it visible.. Attached picture shows "Problems" tab only, when mouse pointer is over it. Please help?
Self Service Portal Link Request
Anyone have a link to their portal that I can check out for some ideas on its level of customization?
Software Management: ServiceDesk Plus vs Desktop Central
Hi ServiceDesk Plus has AssetExplorer agent for asset management, it does software inventory and licensing management. Desktop Central also does software inventory and licensing management. My questions: Which one is better? Do both have the same features? Is one of them doing the same job but more advanced All of the above questions are about the software inventory and license management and nothing else.
How to extract a report from project data
Hi, I wan't to create a report with all datas of a project: ¿It's is posible?
Migrate data only, not configuration
I am looking to migrate data only from one server to another. The only thing is, is I don't want the configuration of the old server to overwrite the new server. It's been re-worked the way we need it to be. Thank you, Tom
Google Authenticator from different devices. Is it possible?
This might not be the right platform to ask this question but I tried every possible venue on the web for the past week and change but could not come up with an answer. Here is my situation: I have Google Authenticator installed on my company provided iPhone and I am using the code from this device to provide 2FA to my PMP app and everything is fine. The other day, I left my company given phone at work (by accident) and I hoped that nobody calls me for PMP support over the weekend. I also have Google
Restore database from Windows server 2003 to Ubuntu 16
I have configured Servicedesk plus 9.3 build in 9301 on windows server 2003 32bit with ADS authentication. Now i want to migrate servicedesk plus 9.3 build in 9301 on ubuntu server 16 64bit and linux is not supporting ADS authentication.While i am taking backup form windows server and restore on ubuntu. after restore successfully administrator and users are not able to login.even i have checked administrator is enable and local authentication is also enable but in login page local authentication
Deleted Technician still showing in drop down menus
Hi I have two old technicians still showing up in our drop down lists. I have restarted the service, one technician shows as 'retired', the other One Technician is called Gavin Vague, the other is Bikash Sharma Untitled Generated by Andy Rhodes on : May 1, 2017 11:15 AM Total records : 17 Id Name status domain technicianid 323 Gavin Vague ADM RESIGNED Not Assigned 0 412 Gavin Waldie ACTIVE Not Assigned 0 562 Gavin Skupin ACTIVE Not Assigned 0 760 Gavin Vague RESIGNED Not Assigned 0 1201 Gavin
Ticket assigning
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Restore backup without email funcionality
Hi, I need to restore a backup in test enviroment and then I don't want to use email notifications or may be I need limit it. When I restore DB backup in MS SQL server can I change some parameter to disable email read/send before start Service Desk Plus service??. Regards.
Making a selected ticket confidential for some suppport reps
Hi, We have all our support reps open to see all tickets but on an occasion we may get some of a very sensitive nature so will only need support reps on a manager role to have access to them. Is there a way to make selected tickets confidential so they can only be seen by a selected role or group? Thanks
Deployment exclusion
Hi Folks Anyone no how to exclude particular computers from particular patches thanks
AWS S3 log connect and analysis
Hi, I have a domain and some of ec2 on AWS environment, I have a ELB and want to analysis this ELB traffic flow log and all log file store in AWS S3, is it possible to collect this log for ELA server to analysis?
Sources counting
Hi there, am kindly asking for some clarifications regard the sources counting in EventLog Analyzer. First scenario One Active Directory domain on 4 servers: is this one source (AD application) or 4 (number of servers)? Second scenario One SQL db with 4 instances: is this one source (SQL application) or 4 (number of instances)? Thanks a lot! Massi
Desktopcentral implementation or sow
Hi all, we are looking for an implementation plan or sow, for desktop central. it can be in English or Spanish. is for an organization of around 1200 endpoints. thanks a lot.
Does changing "Service Category" "Category" and "Subcategory" will it impact existing tickets?
I need to improve how we categorize tickets. If I change "Service Category" "Category" and "Subcategory" will it impact existing tickets? Thanks in advance.
Create query report to reference custom fields
I want to create a query report to reference the custom fields. How do I do that? My main goal is to create a very detailed report on all our machines, including IP address, host name, and several of the custom fields. Any help would be appreciated.
SDP admin is unable to view all scheduled reports created by various technicians
Guys, this is confusing that the SDP admin cannot see all scheduled reports regardless who has created them. It is causing various system maintanance issues, SDP admin cannot delete or change those reports if e.g. they are targeted to wrong recipients. Please work on this ASAP. /Mar
Build 9.3 Build 9307 - Default Incident Template Appears to be Corrupted
I have lost the Service category, Category, Subcategory and Item field from the Requester tab in the default incident template. These fields are all present on the technician tab and the edit options (requester can set and requester can view) are both enabled. The fields are also not docked in the left hand drag and drop column. Is there some way I can reset this template? Thanks
Outbound email identification
We have built several different departments in to our SDP instance and would like to see if there is a way to have emails from each queue show a different "From" address to the recipient. A good example would be if accounting was working on a ticket in their queue and they responded through SDP, it would show to the recipient as accounting@companyx.com instead of support@companyx.com. This way the response recipient could identify who is actually sending the email and not potentially ignore it.
Week 3 of ManageEngine's free online training - 2017
This week's edition of free online workshop series will focus on how to alert end-users about their impending password/account expirations. ADSelfService Plus free online workshop series 18 April - 18 May, 2017 Reserve Your Spot You can still sign up today for free training on ADSelfService Plus! Attend this workshop and know more about: Notifying remote users about their impending password expiration via email, SMS and push notifications. Scheduling password expiration reminders for remote
How do I combine the two organizations?
A requesters has previously used Zoho and now cant join my organization. How do I combine the two so that she doesn't loose her previous information? This is the email she is getting when we "invite" her to join. Sorry! you cannot accept this invitation now. Your email address is already registered as administrator under the organization amyjaekel. To join the organization Lexmark Carpet you should delete your existing organization amyjaekel.
Firewall Ports to be opened between the Log360 Server and the systems
Hello Gentlemen! I have the Log360 installed on a DMZ server. The Systems and this server are separated by a Firewall. Can anybody please help me with the ports that need to be open for the Log360 to work without issues? Thank you in advance. Best regards, Mohammed Abubaker CCIE#43994
Enabling SSL to Syslog Service
I am trying to export events from McAfee ePO (e-Policy Orchestrator) via syslog to EventLog Analyzer. This ability was recently added to McAfee ePO. McAfee ePO can only use SSL to communicate with the syslog server. Is there a way to enable SSL for ELA's syslog service, a way to tie an SSL certificate to the Syslog IP address? I can see that it is possible to add an SSL certificate to the web interface under System > Connection Settings. Would that also enable SSL for the syslog? - Charlie
Confidential Tickets
Hi Guys - is there a way of password locking confidential tickets say of a HR nature so not all technicians can open them? Thanks, Chris
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