How do you restore a users Default Group and only that users Default Group?
How do you restore a users Default Group and only that users Default Group?
trying to upgrade PMP
Hello, I am trying t upgrade PMP and we are getting this error. java.lang.RuntimeException: Some exception occurred during previous patch installation / uninstallation. Please contact support team. any info would be greatly appreciated. thanks
Reset or Restart - not sure - index counter to search for requests
Hi Gang, We had to clone our server (VM) and manually copy of the various folders that contained conversations, notes, attachments and so on. However, some tickets arrived and were not indexed, there are now but not the previous ones, so we can't use quick search i.e. we must use the advanced search. How do I go about restarting the indexing process so it includes those non-indexed tickets? Thanks, Daniel
Group can be set to "None"
From the Request tab technicians are able to set the Support Group as "None" by selecting "No, just select technician". (See Image 1) However, if the technician would try to change the Support Group to "None" from within a ticket, it does not allow this as Group is required. (See Image 2) We have the issue where some technicians are assigning the Group to "None" and tickets are getting lost or forgotten. It seems like an odd feature/bug to only require the Support Group from one page and not another.
Request On Hold and Due By Date
I have a quick question about SLA. I created a simple SLA for a customer in MSP. It is set to Low Priority tickets with these values Response 12 hours Resolve 7 days. I created a test ticket for that customer. The SLA ran and filled in the Response DueBy Time and DueBy Date fields. I then changed the Status to On Hold – Customer Working. Shouldn’t the Response DueBy Time and DueBy Date fields change since the ticket SLA is paused? If it doesn’t then those dates/times are wrong? Am I missing
Product Support Policy : New Update
Hi Users, We have updated our product support policy. Product support will be offered only for builds that are one year old. For example, support for ServiceDesk Plus 9.3 released on 8th February 2017 will be available only until 8th February 2018. To continue receiving support, you will have to move to the latest version of ServiceDesk Plus. Refer to the Support policy document given here ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
username and password
Hi,, which username and password that I will access at image below( exchange server username & password or other password ?) in exchange heath monitor ? Thanks and best regards Abdullah AL Anazi
Servicedesk Plus Upgrade Shortcut from Build 8213 to latest.
I will be upgrading our Servicedesk Plus from Build 8213 to the latest, as you can see its already outdated and several versions have been made. I would like to ask if there are any possible shortcuts on upgrading the SDP easier to the latest?
Add additional table to existing chart
I have a chart using the REQUESTS table as its base. I simply use a bar chart to give me a count of tickets generated by month. This works as desired. Now I want to add the surveys table to this chart to plot count of surveys received per month. My survey table is a custom one I import from SDP. How can I add this table to the existing one and have a combo chart with the new requests as a bar and surveys as a line. I'll even accept 2 separate axis if necessary. I know I can probably write a query
dcinventory.exe error
Has anyone seen an issue during installation of the DesktopCentral Agent where dcinventory.exe fails? DesktopCentral could no longer perform an inventory scan on one of my computers, (failed with status "Asset Scanning is Locked"). So, I uninstalled the Agent on the computer and pushed the agent back to the computer from the DesktopCentral console. While it said it was successful, it still has the same problem when attempting to perform an Inventory Scan. The computers Windows Application Event
After installing ADselfService Client, button to reset password doesnt appear on login screen.
When we now install the client on any machine, the install completes without error, and no error in the event log, but the password reset icon is no longer appearing on the desktop near the logon fields. Tried uninstalling and reinstalling, reinstalling with admin rights, but havent been able to see the button to reset password. This is happening on Windows clients. Macs are working fine.
Servers drop from System
I have two Red Hat 6.X servers that drop from OpManager about every week or two weeks. OpManager sees the servers as up because they are available via ICMP but not via SNMP. If I perform a rediscover there is no change, no SNMP data (memory, disk, process, etc.) is available. The only way to get the systems fully available via OpManager is to delete them and then add them back. I've verified that SNMP is setup properly on the two servers and that there are no differences from other servers that
Users Logging In With Email Address Creates New User
Good Morning, When a user authenticates with their email address instead of just their username, ServiceDesk creates a new user for them. Is there a way to either have ServiceDesk link that email to the proper user account already in the system, or refuse the login as invalid forcing the user to use their actual username? Thank You, James Leitz
OS Deployer not installing desktop central agent
Hello all, I am attempting to install the desktop central agent as part of post deployment tasks in OS Deployer. I have followed this link (see below) but have been unsuccessful in getting it to install. It does copy over but does not install. Any thoughts? setup link: https://www.manageengine.com/products/os-deployer/desktop-management-integration.html Deployment task setup:
Conversations Report Help
I need help to modify the query I have to get a report showing all conversations for only Open requests. Right now, the report shows conversations for all tickets, and the report times out when I try to run it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time", longtodate(c.createdtime)"Last conversation time/date" , cond.description "conversation Description", std.STATUSNAME "Request Status"
How can I clear out deleted Support Reps?
I have deleted multiple support reps but when I try to create them again it says the log in name still exists but I cannot see them on the Support Rep list. How can I clear out these log in names?
What is the best way to copy my production data to my development system?
Hi, I want to upgrade our system from build 9230 to build 9307. In the past, my upgrade experiences have been quite painful and have provided far more practice in restoring a broken system than I really have time for. There is no way I can take a chance on upgrading the production system until I have performed the upgrade in development. I realize that there is no direct path between the two versions and that I will have to do this in several steps which is taking this to a whole new level or terror.
Reporte para office 365
Hola necesito saber si una de las herramientas es capaz de generar informes de los buzones tanto de entrada, salientes, enviados y leidos. Hay manera de contar con estos reportes con ua de estas herramientas.
Microsoft to end Security Updates for Windows 10 version 1507!
Hello, Starting on May 9, 2017 devices running Windows 10 version 1507 will no longer receive security updates. We recommend updating all devices to the latest version of Windows 10. For more details, refer this article.
Notify users when request has been merged
Is there a way to send an automated notification to the requester when their request has been merged with another request. We get a lot of duplicate requests that we merge together to make tracking of issues easier but once they request is merged the requester does not get any notifications other than the ticket that remains causing them to think their original ticket is still open.
Possible to create an end of business day SLA?
Hello, Looking for a way to create a SLA for the end of the current business day. This often comes up where our current SLAs do not fit the bill for the request where it is not terribly urgent but needs to be done before the next shift comes in. Is there a script or some way to accomplish this currently? I just submitted a feature request but I am not going to be able to wait for it to be upvoted and then added eventually and will need a solution for now. Any help is appreciated! Thank
Slide show from multiple databases
Hi, Is it possible to combine dashboards from two different databases into one slide show? I have our Service Desk data on a separate dashboard from all the other datasources (like Lansweeper and Solarwinds) and I want to create one slide show to display various dashboards from these databases. Thanks!
Java Tuning - Build Number12200
Hi, How do I tune my Java for Build Number 12200. I am getting the attached error occasionally. Thanks
Question: I need to know,
After having the desktop server is that we need another application to ensure mail management. Such as the exchange server for sending messages to users. GMOUANDA
Integrate ServiceDesk Plus to Sharepoint
Hi We have just started to use ServiceDesk Plus. But we have all our documentation stored in a on premise Sharepoint solution. It's documentation regarding IT Services and Business Service down to basic support documentation for the IT department. We are working now to set up the CMDB and want to connect the documentation for each CI-item. Is there any way for us to use one or several links to our Sharepoint? We don’t want to move all documentation to ServiceDesk under the CI-typ Document.
Notification Feature for technician simultaneously looking at a Request disappeared
Hello I made an upgrade from 9228 to 9307. Before there was a useful feature. When I was looking at a request, which was already opened by another technician there was a notification / pop-up which told, who is looking at the same request at this time. Is there an option where I can enable this feature again? Regards, Markus
No Resolved in History when all associated tasks are completed
Until the end of March, the system would insert an entry into the workorderhistory table with DESCRIPTION sdp.tasks.parentrequest.closedescription and OPERATION RESOLVED, and an entry in workorderhistorydiff with COLUMNNAME STATUSID and the previous and current values set appropriately. Now they do not seem to be inserted. Since we used these entries in some of our reports that give an aged view of the requests, they no longer work. Is this a planned feature or a bug that has crept in? In any case,
missing icon for advanced search
we upgraded to 9307 over the weekend and just noticed the advanced search icon is missing. the function can be invoked by clicking in the blank spot where the icon should be. anyone else noticed and/or fixed this? shows up in firefox and ie but not chrome?
Manager View
I've been told it is possible to do, however I cannot find where to set it up or enable it, whereby the Manager can view all their teams' open tickets. I have set my test account in Active Directory to be managed by me, and when I log in, I can't see the tickets my test account has raised. Can someone point me in the right direction please. Thanks
Does SDP On Demand include Request Dependency?
I am in love with the Request Dependency feature in ServiceDesk Plus, but I am unable to find that function in SDP On Demand. Is that feature planned for implementation? Jordan
Service Desk download
Hi, I currently run Service Desk Plus 7.6. I am building a new server and would like to install a fresh copy of 9.3 and migrate my users to a new, clean version. Does anyone know where I can download a full copy of 9.3 without trial data pre-loaded? Thanks, Lee
Variables in custom views
Hi, is it possible to use variables in custom views? For example I would like to create a view for my techs that lets them view cases created by them - something like this 'requester' is %loggedinuser%
Monitoring SSL Certificate
Hello, I am trying to monitor a certificate but I can not find the manual how to do it. Please can you help me? Thanks, Jordi
Increasing the length of time that data is kept.
Hello, How can I increase the amount of time that collected data is kept? We would like to keep 1 year. Also, are there any security logs that deal with Application Manager that are kept? Are they kept in Event Viewer, or could they be sent to something like Splunk?
edit SDGuest
hi all, we have a fantastic role - SDGuest for all user. could i edit the rules for this role?
[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
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