Change Change status from Approval Pending to Approved after 24 hours
Is there a way to automatically, maybe using a SLA or Customer Trigger, that allows me to automatically change the status of a change from Pending Approval to Approved.
Timespent for Archived Requests
Hi, I would like to understand how to generate a report for time-spent on archived requests. Do we have it on the system or is query an option? Thanks!
Barcode field
Hello, Is there any established way or process to assign assets to contracts? I had an inconvenience with the SD+ upgrade from 9049 to 9307 we used to use the barcode field to link assets to contracts, with the new functionalities and after the upgrade the barcode for all the assets is now consecutive for those that had the same barcode description and it does not allow repeated barcodes and Asset admin does not like consecutive barcodes... Is there any recommendation that you can suggest so I can
How to hide the Resolve Request Window
Hello I made an upgrade from 9228 to 9307 today. Now, if I change the request status in the 'Resolution tab' from Open to Resolved the popup window Resolve Request is appearing immediately. That didn't happen before. We do not want to fill in any Request Closer Codes. How can I hide this window? I can't find the option. Regards, Markus
Name of the person assigning tickets
Hi Is it possible to know who is assigning tickets as it appears in spiceworks?
Notification Feature Request - Surveys & Auto Responders per Support Group
We have many different departments that use ServiceDeskPlus and we have requests for certain ones to enable auto-replies and/or survey's. Not everyone wants a reply or a survey to be sent. I'd like to be able to customize each support group as requested. This is seen as a HUGE limitation of the application.
ManageEngine Log360 free online workshop series (week 3) - Register now
As cyber threats are becoming increasingly more advanced, business-critical application security has become every admin's concern. Auditing applications vital to running businesses can help stay in control of the system in place and the data it processes. So, this week, our Log360 workshop session will be centered on auditing log data of business-critical applications. Do register for our workshop and know all you need to know about auditing business-critical applications. Free online Log360 workshop
ManageEngine free online workshop series - Register now
This week on our Log360 workshop, we will look into auditing business-critical applications. As cyber threats are becoming increasingly more advanced, business-critical application security has become every admin's concern. Auditing applications vital to running businesses can help stay in control of the system in place and the data it processes. So, register for our workshop and know all you need to know about auditing business-critical applications. Free online Log360 workshop series 2017 2nd &
Unable to start Manage Engine Service Desk after installing
I am trying to start Manage Engine SDP on to a Economy virtual private server hosted on godaddy. Installation was smooth without any issues. But I am not able to start SDP. I already have FQDN on my hosts file. H/w configuration of my VPS is Memory : 1 GB Disk : 40GB CPU : 1.7 GHz OS : RHEL 7 Output while executing ./run.sh [root@svr bin]# ./run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/manager/ManageEngine/ServiceDesk
view headers of message
I sometimes get reports from users about issues with e-mails. They do not forward the entire e-mail just the body. And I do not get to view the e-mails headers and the source IP address for troubleshooting. Is there a way i can search for the headers of an e-mail by searching for a user and the timestamp?
Allow Self Approval of Requests?
Can Support please explain this feature? I have been playing around with the application and can't figure out what it does.
License Management Questions
I have some questions regarding license management. We have ServiceDesk Plus integrated with Desktop Central. 1. Where should I manage my software licenses? Is it best to do it in ServiceDesk Plus, Desktop Central, or in both? From what I can tell, if I put the licenses in Desktop Central they don't sync to SDP. 2. When managing software licenses in SDP, what License type should I use for products like Office 365 and Adobe Cloud? These are licensed per user. I have tried the following: CAL,
Sender name sometimes different to configured name
Since upgrading to 9307, we've noticed that some emails sent by the ServiceDesk are showing up as coming from the name of the mailbox, in our case 'servicedesk'. Under Admin > Mail Server Settings > Outgoing > Sender's Name, we have configured "Company Name ICT Helpdesk" as the sending name. When we reply to our users through a ticket, it often shows the correct display name as above, but if a user replies to a technician and the technician receives an email alerting them of a ticket update, the
Typo - Dashboard Ribbon
It is a fastidious detail, but it would certainly add to the professionalism of the product if the words, particularly in the prominent sections and titles, were spelled correctly. In the netflow section of the main dashboard ribbon, the word "Transfered" should be spelled as "Transferred" (with two R's in the second syllable). References: https://en.oxforddictionaries.com/definition/transfer https://english.stackexchange.com/questions/38915/why-is-transferred-written-with-two-rs
Plots are difficult to read without the ability to set custom unit scale
I'm evaluating OpManager for a potential purchase and have found some issues. I'm running v12.2 on Ubuntu Server 16.0.4 LTS. I've noticed that it is very difficult to read the plots in OpManager as the scale on many graphs is set to bps. As most of my network is running at multi-gigabits / s of throughput, this leaves me counting zeros on each graph to interpret what I am looking at. If this could be set to a user customizable scale (i.e Kb/s, Mb/s or Gb/s), OpManager would be substantially
Unable to modify Enterprise Dashboard, this restriction is unnecessary and causes problems when a widget fails
I'm evaluating OpManager for a potential purchase and have noticed some problems. I'm running v12.2 on Ubuntu Server 16.0.4 LTS. This issue occurred while trying to edit a widget. The widget disappeared while leaving a blank spot on the dashboard. As I am restricted from making any changes to this dashboard, I cannot delete and re-add the widget to fix the problem. Attached picture shows the problem.
Dashboard Last N Hours Widget - 1 hour period doesn't show the correct time frame
I'm evaluating OpManager for a potential purchase and have found some issues. I'm running OpManager v12.2 on Ubuntu Server 16.0.4 LTS. In this issue, there is a problem with the dashboard widget "Last N Hours" where the time frame produced on the plot doesn't match the period selected. When selecting "Last 1 Hour" period, the plot shows instead the prior hour (ending at the top of the hour) rather than the last 1 hour (ending at the current time). When selecting "Last 2 Hours" period, the plot
Resolution Saved
Dears, kindly I need your help how can I hidden massage when update on resolution and move to request as per the snapshot Best Regards, Mahmoud Nour
Filter by Additional Field
Good Morning, We have added an additional field which is applied to our users to record their Division from Active Directory. We would like to be able to use this in the Custom Filter, but it is not showing as an option. Is their a way we can register this field ? Thanks Andrew
Cleaning up
Hello support, We import all our 1200 IT users from Active Directory and the past several months there has been an extensive clean-up in AD attributes etc. In ServideDeskPlus, we have a lot of grayed-out Departments and sites. I want them gone. I'm getting this 'error: "Department is being used by a module. Hence cannot delete it." and "WARNING :Site cannot be deleted as it is being used by a module." Additionally, we also want to clean up in our Service Categories. "Service Categories [Hardware]
Support Group - Owned By
Can you please advise what the Owned By field does in Support Group? Are there any smarts attached to this field?
Automation/Custom-Trigger Option
Hi, I called ManageEngine and was quite surprised that you don't have functionality to action the below so thought will log a feature request. Scenario: When we receive notification about an employee leaving, we log a job under the Manager's name - After the job is logged, we send the manager(requester) an e-mail with specific text(E-mail template) written in the e-mail So, the step we do after logging the job - We thought we could easily automate it using custom trigger or business rule option
Survey Result: Custom Trigger
Is there a way to start a custom trigger when survey results are received? An example being, if a survey result comes back lower than a 2 out of 4, start a custom trigger that emails the supervisor. Thanks, James
Wish list
Hello ManageEngine guys ! We bought your ADManager Plus product recently, and tested it for a couples of weeks now. Here are some wishes we have : Email Reports : The reports sent by email are all zipped in .zip files. We cannot then preview it in the Outlook app. Is it possible to change the file type (or to not zip it), as we can directly consult the report on the Outlook app ? User creation Templates : Is it possible to include the "Contains" choice in the list, in the rule pane of a template
Does OS Deployer handle m.2 PCIe SSDs?
Our shop has purchased 20 new Dell Optiplex 7040s. We built out a Windows 10 image for one 7040. I'm trying to use OS Deployer to capture an image (via PXE.) Whenever I try we get the following error message: Error - E000101F4: ManageEngine OS Deployer 5 Master Image Creator has not found any hard disk drive. We are able to capture images from all kinds of computer hard drives with the exception of this one. Does OS Deployer handle m.2 PCIe SSDs? Ours are Samsung PM951 NVMe 256Gb drives. I've tinkered
Export to PDF fails
When I go to export to PDF | LAYOUT AS IN DASHBOARD and choose defaults (although changing the views doesn't help), the export function runs but I get a 0 byte file and a "Failed to load PDF document" message when try to open it. I thought this was because I had some large picot reports but I moved them all to a different dashboard and get the same error. This one is pretty big because I have mangers who want to send this data up or down stream and they can't. And this USED to work prior to upgrade
Fetching Mail from Exchange 2010
We upgraded our Mail from Exchange 2003 to Exchange 2010 SP1 this weekend. From a SDP8 point of view we can now longer not fetch emails, but yet we can still send from SDP8 I have enabled IMAP on port 143 but when we try to save the setting we get the following message: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. Our certificates are issued by a CA (Verisign) All other information
SD is unintentionally changing the product type
I have a very strange and annoying problem. We have a couple of canon printers in servicedesk. See example below But after scanning the product, the product type changes to something completely else. How f... is this possible.
Ticket Not Reopening from Hold
We have had several tickets that are placed "On Hold" because I'm waiting for a response from one of my colleagues. If a requester or someone outside our domain emails to that ticket the ticket automatically switches to "Open" however when an email comes from one of my colleagues (an internal address) it does not however if I respond to the ticket it will switch to open. I went as far as to add a business rule to state if the ticket is updated by an email with our domain to set it to open. Once again
Where are the additional fields ?!?!
I'm trying to create a new report using queries but Iam stuck ... in which table the servicedesk store the additional fields informations ?? I found one table. ServiceCatalog_Fields but I only got the weird names such as GUDF_CHAR16 !!! How the servicedesk knows that GUDF_CHAR16 is the additional field X or Y ?????
Workstations did not add to assets after domain scan
Hi! I got some question about domain scan in SDP. We're trying to scan a domain (~2000 workstations) but just a little part of it (~500) was added to assets. These ws's run correct agent and are online (checked more than once) and the most curious thing is that there is no error about these ws's (~1500) that haven't been added. I checked server logs and found that these ws's probably have some problems with scanned data: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME
ADSelfService Plus 5329 released!
Hello Everyone! We are glad to release the latest version of ADSelfService Plus – build 5329. This release fixes some major issues. Issues Fixed: Issue in using Cisco AnyConnect VPN for cached credentials update. Issue in logon client (GINA/Credential Provider agent) installation caused by configuring 64-bit VPN settings for cached credentials update. Issue in updating to the latest build using service pack. Issue in starting the product using the desktop shortcut icon. Issue in customizing the size
Manage Licenses
What is the best way to handle Office 365? I need to enter a license with a 175 license, but they need to used for Office 365 no matter what version is installed. When I select application under Manage Licenses, I see 7 different versions. I need this license to encompass all 7 versions.
Timer for unassigned tickets in a group
I was wondering if anyone knew of a way to change the timer for the alert "Alert group members by e-mail when a request is left unpicked in a group." Currently it takes 3 minutes for the system to send out an email to the Technicians stating that a ticket has yet to be picked up. Currently there is only one group it is applied to and we do not have any SLAs set up, nor do we need any. If someone has any ideas on how to change some of these timer settings, please let me know. Thank You, -Trevor
License
How to know if my license is Annual Subscription License????
Deleted Alarm still notifying me
I have an alarm that I was testing and eventually deleted. But, I'm still getting hammered with emails from it. Where else can I check and remove it? Even the account that it was created with is removed.
Computer Assets
I am looking at my Inventory on DC, and I see all of my computers. They are not pulling Owner, Asset Tag, or Location. DC is integrated with SDP. Shouldn't DC pull this information from the corresponding asset in SDP?
Op manager doesnt know if the service 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.
Task Notification to Task Owner
Good Day! Would just like to ask if it's possible to automate the task notification to the task owner whenever they have missed the first notification? Appreciate feedback. Thanks & Regards, Donnie
error in bulk ticket editing - cannot select support group
please check, why it is not possible to select group (dropdown list is blank) when making bulk update of tickets via Requests modeule: "Actions" (drop down) > "Edit Request" FYI: we have discovered that when "Site" is "leave as is" then "Group" drop downis blank, if you select anything in 'Site" drop down, then the full list fo all active support groups is loaded into "Group" drop down list. why "Group" depends on "Site", this is not needed. /mar
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