REST API - Get all open items associated with tech.
I couldn't find any options in the REST API for getting information regarding a technician and open/closed assigned tickets. Thoughts? If there doesn't exist an option how would I go about extending this to another application? Thanks!
Gmail email LOG analysis
Hi, Is that possible to do the log analysis on the Gmail email log using manage engine log analyzer. If please let me know the steps.
Fix for sorting PO by PO number
Dear SDP Team, Can we please have a fix for the sorting of the PO Number column. It sorts alphanumerically rather than numerically. The numeric search is the easiest way to quickly find the newest request. Right now, my sort result shows 10 100 101 102 103 104 105 106 107 108 109 11 110 111 ... This request has been outstanding for some time. Thanks, Adam
Need Quick Way to Track meeting Time
Our techs spend time in an Account Rep role creating reports and meeting with clients. I want to create a simple web form that will close the ticket on creation. My question - is it possible to add time into the Work Log at ticket creation? They should basically need to fill in their time and one or two fields on the web form. I do not see any way to access the Work Log fields on ticket creation. Any suggestions?
Creating a Test Instance of PMP Server
We are running a fairly old version, 8402, and I want to get us up to the latest. However, despite having backups, I do not want to risk any upgrade issues on the 'production' instance of PMP. With ServiceDesk Plus, I have a test instance where I restore current data to it and then test the upgrade process. Is that also possible with PMP? Or is there a license or technical issue with restoring to a test version? Thanks! --Jeff.
Configuring POP3 and IMAP Monitoring
I have tried to set up POP3 and IMAP monitoring from Monitoring > Report Configuration. I've validated that I can telnet to port 110 from the server where Exchange Reporter plus is configured, I've provided credentials for a test mailbox. I've tried providing other parameters with no success. Each time the data gathering happens, the monitoring report (for example POP3) shows "Service 'MSExchangePOP3' is not running." Failure "Service 'MSExchangePOP3' is not running." However, frontend and backend
Why average values of help desk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem. Does that mean that ALL your technicians come up with a resolution in 5 hours? Not really. Let's consider a 2 person helpdesk team with Adam and John as the helpdesk technicians. Scenario 1- Adam resolves all requests within 4 hours (4 hour resolution
Script fails when AD USER has an apostrophe in name ex. abc ' D slva
Script fails when AD USER has an apostrophe in name ex. abc ' D slva Action Executed is :sendmail notification to sap Message: Traceback (most recent call last): File "sendemail.py", line 62, in requestJson= getSDPJson(sys.argv[2]) File "sendemail.py", line 27, in getSDPJson data = json.load(data_file) File "C:\Python35-32\lib\json\__init__.py", line 268, in load parse_constant=parse_constant, object_pairs_hook=object_pairs_hook, **kw) File "C:\Python35-32\lib\json\__init__.py", line 319, in loads
Technician as an option for filter changes
Hello Team, We did have technician as one of the filed to filter changes in the past. This is not the situation any more. Is there a possibility to make it available ? Regards Solomon Ferns
SDP Worklog and Zoho Report showing different values
Hi - My SDP Worklogs and Zoho Reports are showing different data for the same intersections. Zoho is showing 1 hour while SDP Worklog is only showing 30 minutes. This seems to only happen when using half hour increments. Whole numbers seem to be fine. Please see attachments showing the discrepancies.
Site name wrongly associated with other site
Dear Team, I would like to inform you that Previous issue (Site name wrongly associated with other site ) is still persist. Today, I have observed that while new request has came to the helpdesk it assign site BBL but this request has come from another site which is NERIST. I did not understand why every new request is getting assigned to BBL site. Real Scenario : ID:340 Requester Name : Rashid-ul- Alam this request has come from NERIST site. But in the screen shot you can observed the site
Why average values of helpdesk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem. Does that mean that ALL your technicians come up with a resolution in 5 hours? Not really. Let's consider a 2 person helpdesk team with Adam and John as the helpdesk technicians. Scenario 1- Adam resolves all requests within 4 hours (4 hour resolution
Service Desk+ Upgrade
Hi, We are currently on version 9241 and wish to upgrade to 9303. cant we go directly to 9303 or should we install the _9_2_0_SP-1_0_0.
Tuning Peformance
Hi All, Do you know how to tune the performance on OPM? OPM version is v12200, we tried to open the website from IE、Firefox、Chrome and after entering the username and password, it was stuck on and the page was blank, we have to wait for about 1min to browse the content. Regards, Tira
Why average values of helpdesk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem.
Moving a group of monitors
Good afternoon. How can I move from one Applicion Manager to another, one or more groups of monitors without moving the entire database?
Service Desk+ Capability
Hi, We wish to purchase 60 more licenses for our Finance department. We may be considering the option of adding 60 licenses to our existing setup (Enterprise Edition) which already has 158 technicians. Kindly advise if the system will be able to handle 60 more licenses or is it advisable to have a separate instance for our finance department. I would also like to understand what is the maximum capability that service desk+ can handle. Thanks in advance. P.S. Our finance teams requirement will
Process Monitors status not effecient
HI I notice when one of the process in process monitors is down the process status/alarm only triggered/red after 10 to 20 minute not immediately. Recently this issue was happened previously the alarm is ok. Thanks Yusri
Survey: Are you ready for the future of ITSM?
We are collaborating with ITSM.tools to gain greater insight into whether ITSM professionals are ready for the future of ITSM. By taking a brief survey, you’ll be helping both yourself and your peers in determining what will be important going forward, and the ITSM industry’s level of future readiness. Please spare two minutes to share your views. Take the survey.
Desktop & Mobile Device Management Software - Manage 50 endpoints for Free!
Hi, ManageEngine's Patch Manager Plus allows you automate the complete patch management life cycle from detection to deployment of patches.Patch management is not the only task for system administrators, what would you do, if you have a need to deploy a software to one of the users? how would you troubleshoot a computer to fix WiFi related issues, or to configure MS Outlook?. Here is our simple solution. ManageEngine's Desktop Central is an integrated desktop and mobile device management software.
Patch Manager Plus vs Desktop Central
Hi ALL! What different between Patch Manager Plus and Desktop Central (in patching/update side) ??? http://odarchuk.com
Agent scan failed frequently
Hi Support ##8040773## We are facing agent scan failed frequently, please kindly assist. The logs has uploaded as well.
Migrate from Linux-MySql to Windows-Microsoft SQL Server
Hi, I Have ME ServiceDesk Plus on Linux with MySql. I have to migrate it to Windows with Microsoft SQL Server. Thanks, Jimesh Makawana
Security on Tasks
Hi When I look at all tasks in Service Desk I can see tasks that are assigned to people in other groups. Is there a way to ensure that only tasks that are in my group are visible? Thanks!
How do I delete from CMDB
Hi I have a couple of orphan sites that only appear in my CMDB linked to phantom departments. I need to delete these but it shows they are linked to modules, which are the items in the CMDB. Can you delete from CMDB?
I need help to customise this report query
Hi, below is my report query and I need you to help add a line that adds up the total time spent on the request: SELECT wo.WORKORDERID AS "Request ID", wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME AS "Category", ti.FIRST_NAME AS "Assigned Technician", ct.TIMESPENT AS "Time Spent" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID LEFT JOIN ChargesTable ct ON wotoc.CHARGEID=ct.CHARGEID LEFT JOIN SDUser sdu
Purchase workflow prepaid scheme
Hello, can we use prepaid scheme of purchasing? How works Purchase Workflow now in SDP: Create PO>Submit Approval>Approved>Ordered>Recieved>Invoice received>Payment done>Closed PO How we need: Create PO>Submit Approval>Approved>Ordered>Invoice received>Payment done>Recieved goods>Closed PO Thanks in advance!
View All Notes by sending POST request over HTTPS protocol
Attached is the JAVA code written to fetch the notes by sending a POST request over HTTPS protocol but this program is throwing exception "Exception in thread "main" javax.net.ssl.SSLHandshakeException". Any suggestions?
Service Request SLA Query
Hi Team, We attended Manage Engine Seminar Last month & we ask on how to assign SLA for each Service Request (Category / Item wise) your staff has promised us that he will give us the query for this. It would be appreciated if you can provide the same. Thanks in advance
Configuration Manager - IP Printer - Windows 10
Hello, In my environment we do not have a domain so I use a configuration to deploy printers by IP. It worked great for XP and 7 however now that I'm moving to Window 10 I'm having issues. With Windows 10 I receive the error: "Device Drivers Installation Failed: No mapping between accounts names and security IDs was done." I've tried just about everything I can find in forums with no luck. The script runs fine on a Windows 7 PC. Any thoughts? Greg
Migrated Linux to windows
Hi, We migrated our tool from linux to windows. authentication was changed from LDAP to AD but currently we unable to view the attachement it showing file not found Regards M.Ari
JRE upgrade is pending
I am facing problem of upgrading service desk when trying to select service pack and getting error " JRE upgrade pending start service desk service and try again" I tried to stop all services and start again also there is no other folder name Jre_old or Jre_new which can be renamed. how to resolve this issue?
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Excel Password Cracker
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Associate to Site Not Found
Dears, kindly as per attached snapshot I can't found Associate to Site on list please advise my version is 9240 Best Regards, Mahmoud Nour
Display open tickets by Technician
Hi All, Currently trying to find a way to display tickets currently assigned to each techician, similar to the 'Requests by Category' widget.
Comodo Positive SSL Wildcard Cert
Hello, I am trying to determine the best way to import my wildcard SSL cert into ADSelfService Plus. Comodo sent me a bundle CA file and a domain crt file for my wildcard domain. These are the options ADSelfService Plus gives me on the instruction page for adding the cert to the keystore: For "Comodo" certificates keytool -import -trustcacerts -alias root -file AddTrustExternalCARoot.crt -keystore selfservice.keystore keytool -import -trustcacerts -alias addtrust -file UTNAddTrustServerCA.crt
Remove child domain from
We are decommisioning a child domain and want to remove it from the Domain Settings area as well as the policy for said domain. When I go to remove the child domain, it states its successful but still shows up and is configured.
ADSELFSERVICE is it 2016 compatable yet
Hi, Is ADSelfService compatible with Server 2016 yet? Thank You Simon
GINA install issue
I'm attempting my first Windows GINA install - on my Windows 7 PC. The ADSelfService console shows that it has been installed. I see the "reset password/unlock account" option at the logon screen of a Remote Desktop Connection, but I don't see it at the logon screen form my PC.
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