Closing rules for service request additional fields (SDF-55698)
Hello, The request closure rules only work for the default fields and for the incident additional fields. As a result, after converting an incident to a service request, it is possible to close the request via the resolution tab, even if no value was provided for one of the service request mandatory fields. This is a serious issue because it has an impact on the quality of our reporting. When will this be fixed? Best regards, Demetrius
start Purchase-Request as User?
Hi, I am evaluating SDP and got the free Version of 9.3 Professional running. Does SDP allow a User/Requester to start a Purchase-Request? As it seems to me, this is not possible, since the SDP-User-Guide only mentions the Purchase-Request-Approval but not how to start such a Request. Thanks in Advance Fritz
Too many notifications in a group request life cycle...I'd rather only have new/closed notifications, but how?
I am not seeing a way to notify a group when a request is CLOSED. We have multiple support groups, and we do not want to be notified each time a request is updated. From what I can tell, the only way to let a particular group know when a request is closed, is to turn on update notifications, which is too many, we only want a notification when the status changes to CLOSED. There is no need for the entire group of technicians to get updates each time any change occurs. Is there a way out of the box
Strange dates on Reports
Hi When we run reports we get some strange dates on the results as seen here on this screenshot: My Date/Time settings are: Thank you for your feedback. Greetings Jimmy
Posta gönderimi başarısız oldu.Can't send command to SMTP host
Our support system email communication is not working properly, but actually our mail system is working properly. When sending mail over support system , i have been getting such that message : Posta gönderimi başarısız oldu.Can't send command to SMTP host. In our mail configuration, smpt auth is 587 without TLS, but in the support system mail configuration, there is only a choice "587 with TLS". İs this a problem to communicate?
Mail Sending Failed
Hi All, Suddenly, just as of this morning, I am unable to reply to requests. When I attempt to reply I receive the following message... I am certain that all of the "Mail Server Settings" (https://sdpondemand.manageengine.com/AdminDetails.cc?forwardTo=email) are correct...and besides...it has been working for over two years and nothing in our environment changed since yesterday. Has anyone encountered this before and, if so, can you please share the fix? Thanks, Tom Preston PS: I thought I would
Can't Purge Deleted Tickets from Trash
Support, I deleted several test tickets last week and according to the banner, "Requests in Trash will be automatically deleted after 24 hours from the time of deletion". It appears that I can't delete tickets manually either. I select the check box beside the ticket that should be delete and click "Delete": The banner displays that the request was successfully deleted, however it still remains in this list: The request was deleted on 04/14/2017 at 8:23 AM, so it should have been deleted on 04/15/2017
Can't change Delimiter char in Script Monitor
Hi Running level 12300 (newest). I have created a Script Monitor with Output Settings. The Delimiter char is "=". I have changed it to space and saved the monitor. But now I want to change it back to "=". But it is not saved when I modify this field. Regards Jan V
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
[KB] Office 365 Auditing - Perks of Using O365 Manager Plus
With O365 Manager Plus, you can keep an eye on every event happening in Office 365 to ensure security and compliance. When compared to the native auditing features in Office 365, O365 Manager Plus has some distinct advantages. Advantages of O365 Manager Plus over native Office 365: Long-term historical data: In native Office 365, there are limits to how long you can retrieve historical data based on the data being audited. O365 Manager Plus stores audit data indefinitely to maintain complete records.
Preventing users from removing a contacts email address on the request
I have been running into an issue where my contacts were randomly being duplicated and the original contact would no longer have an email address. I was able to track down the source of this issue being that when a request is being entered/edited if a user removes the contacts email it permanently edits the contact record. The issue here is that i need the users to have this edit permission but i need to prevent them from removing the emails when the request is being modified. Is there any way that
When Service Restart needed?
Hi Team, We are using SDP in our environment, just started.. We like to know that, When we need to do a service restart? and Which kind of configuration in SDP need a service restart? For best practice! Thanks,
Special Authority to a certain Template
Dears Can we give specific Users access to specific Template ? thank you
GET_REQUESTS API Restful - Filters by date
Hi every one, I need the results of the GET_REQUESTS API Operation filtered between two dates, (like a search engine), it is possible? For example: { "operation": { "details": { "from": "0", "limit": "50", "filterby": "All_Requests" "createddate": SOMETHING } } } Thanks Greetings
Monitor Mysql in linux
Dear support, Any idea how to monitor mysql for linux if posible. Thanks Yusri
Standalone Postgres DB
Hi, What changes required in application manager to use standalone Postgres Database instead of bundled Postgres Database? Syed Hasan
loading a pl/sql code block into a SQL Session
I have written a simple anonymous PL/SQL code block. I would like to know please how I load this into the SQL Session window? Note: If I simply paste it in, it seems to get pasted onto the same line, then the code fails to execute. When I run this same code in TOAD, it works fine ... Please can someone help? Thanks Best Regards Greg
CSV import reusable template
When a batch of items reach us from one of our suppliers, we want to import these items using the CSV import function by reading the supplied Excel-file. We bring up the import asset form, pick the Excel file, and starts to map all the fields. This works well, all the items end up in the CMDB nicely. However, each time we import these files, we have to do the mapping all over again. Since we import several times a day, and all the suppliers delivers the Excel file in the same format (that is, the
About Wrapper.conf and data archiving
Hello. I'm "noob" in SCP. I got server with configured SCP, but many times per day SCP web service goes down. So have started search why. And have some question for supporting community. Server configuration: Windows Server 2008 R2 x64 4CPU and 6Gb ram 1. How to know which wrapper.conf is in use for web service. 1.1 "C:\ManageEngine\SupportCenter\bin\wrapper.conf" - there only one line: "wrapper.debug=true" very stange. in same folder i can found log file named "wrapper.log" there i found.
Monitor Display
Hi Team, How do we filter un-necessary alarms which trigger Health alerts in regard to System errors on a Health status of any monitor? Thanks. I didn't find the right solution from the internet. References: - - International Trade Solution Video Examples
Introducing free RecoveryManager Plus online workshops – Starting 20th April 2017
Launching our free online RecoveryManager Plus workshop series. Join this workshop to learn from our product experts on how to use the tool to backup and recover your entire Active Directory environment, and VMware virtual machines. Also, get to know how you can restore attribute level changes made to AD objects, entire objects/ OUs, and entire domain controllers from scratch. Register now to be a part of these workshops, which will be conducted on all Thursdays (11 AM BST) from 20th April to till 4th May
Task notifications
Is there a way to automatically notify the technician assigned a request/case that a task has been actioned/completed/updated? I'm thinking a tick box that says 'notify assigned technician' would be great - similar to when you add a note to a case. I've searched through the admin section and I can't find a way that I can automate this via the notification settings. Thanks!
Update responded time via rest api
Hello- Is it possible to update the responded time via the rest api? In the example code below, the system indicates the request was updated successfully, but the response time value does not change. Any ideas would be appreciated. Public Sub test_update_ticket() Dim objHTTP As New MSXML2.ServerXMLHTTP Dim URL As String Dim body As String Dim params As String Set objHTTP = CreateObject("MSXML2.ServerXMLHTTP") URL = "http://help/sdpapi/request/12345" params = "OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=xxxxxxxxxxx&INPUT_DATA="
Custom Widget to display devices total alarm
Hi all, How can i create a custom widget showing total active alarm holding in each devices? Thanks in advance, regards, wlim
Distrubtion server replication times
When does the patches downloaded to the central server get replicated to distribution servers? Let's say i have an APD at 4:00pm and thee deployment window is 7:00pm to 10:00am when would the patches be replicated to the distribution server? We want to minimize the bandwidth between where our central server and the distribution servers are during the day and would like it to sync all patches to the distribution servers after 6:00pm. This is due to a backup that we will have going on throughout
Desktop Central 10.0.70 Devices fail to scan through Mobile Device Mgmt
Ever since we updated to 10.0.70 we've had numerous issues but the most glaring one is the fact that our mobile devices now fail to scan on an almost daily basis. If I reboot the DC server and the forwarding server in our DMZ and then run a manual scan it seems to work just fine. I have to do this only an almost daily basis in order to keep tabs on our devices.
How-To-Enroll.html - URL not working.
Working through our test group with ADSelfService Plus, we've found that the link to the 'how-to-enroll.html' file isn't functioning. I'm trying to figure out why that is. All the services are up and running and functional. Someone who goes and enrolls can work all the functions we expect them to, but when someone tries to access the link for the user-guides information, we get an error in the browser: Is this possibly a permissions issue for the directories that the user-guide and perhaps admin-guides
Duplicate Users Report Not Working
I'm currently look at our existing reports and we have a report that works in SDP 9218 but does not work with SDP 9302. MSSQL select * from vw_rpt_DuplicateUsers order by FIRST_NAME
ME MDM hangs on "installing"
ME MDM will not install from App Catalog. Just hangs on "Installing"
Is there a centralized request/incident logging location or report
I am looking for a way to see incidents that are deleted or modified and by which technician or admin.
I can't login to SDP with Android App
Hi, I created a new user in SDP as test/test in local database(Not in domain) and generated a API key with never expiration, but when I want to login to SDP with Android App show us below error: Login Failed: User authentication failed. Try again. What should I do? I use SDP 9303 with latest Android App Thanks
APM - Schedule Reports - HTTP Status 500 - Dispatch[/scheduleReports] to method testAction returned an exception
Hi, I scheduled a report in APM. But when I click on Run Now it showed me this message: Thanks & Regards!
Facing the problem , while generating the login for technician
Hi I have downloaded In premise version of Manage engine Service desk plus and it is free as per web site I have created 4 technicians with the logins Now when I am trying to create 5th technician , it says Technician login count exceeds the license May I know , what is the issue here regards Sandeep
SD plus API JSONP support
Hi, Does SD plus supports JSONP in REST API? Thanks, PK
Aprroval limitation - Incident
Hi, Is there a reason why multiple approvals are not allowed in incidents? Most of our incidents end up becoming service requests.One more issue with service requests is that they cannot be merged and duplicating them is tedious (unlike duplicating incidents).
On Behalf of - Can we hide the fields (=columns) associate with the users just to show the name?
Dears, In our organization a new requirement was raised, that different areas cannot see other areas. Our current situation is that users can raise tickets "On Behalf of" anyone (DB value set as ALL). Before we consider redefining the implemented Sites, and set the parameter to be filtered by Site, we considered reducing the number of information displayed in the popup window just to the name. Please note this is not a matter of user preference, as we want to block the access to this information,
Can't find a user to assign a workstation to.
Hi, After updating to build 9306 we encountered a problem with assigning workstations to users. When we try to assign a workstation, we can't find users through the searchbar, only manually scrolling through the list of users. Searching in requests seem to work with problems too. When we search through the requests with can't see some of the last resolved requests. BR, Alex Matveev
Task Order in Change module
Hello Team, As a change manager, i am able to change the task order but as an implementer, even after assign full access to the implementer on the implementation module, they are not able to change the task order. You advice would help us Regards Solomon Ferns
Archiving old requests doesn't work
Hi All, we've just turned on the Archiving feature but in logs I see only errors. And requests are not moved to the archive. System Log Message: Archivinig Failed for WorkOrder : NNN Probable Cause: Unknown Column UDF_LONG1 specified Can you help me please. thanks Nikolay
Deploy Configuration baseline to Collection problem
When I try to deploy Configuration baseline to Collection problem none of my collections appears to be selected . I can't figure out what is the problem ! anyone can help with that ?. I didn't find the right solution from the internet. References: - https://social.technet.microsoft.com/Forums/en-US/748090cb-167d-4601-908c-019be79de80a/deploy-configuration-baseline-to-collection-problem?forum=configmanagergeneral - Datacenter Management Solutions Video Examples
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