Help with New Report / Query
Hi Can you advise how I can generate a report / query to show the following: User name Operating System (incl 32/64bit); and Microsoft Office version (incl 32/64 bit). Thanks in advance. Your prompt attention would be much appreciated as deadline for report is fast approaching!
SDF-62564
Can you provide more information on this fix? We are searching for instructions on how to utilize this feature and whether is requires a user to be an admin to do this. Thanks! SDF-62564: Option for Technicians to mark their availability by choosing 'Online' or 'Offline'. The significance of this indication can be viewed while assigning Requests/Tasks to an available Technician from the home page of Tasks and Request module.
Adding Bomgar Remote Desktop app next to RD connection in tickets
My company has Bomgar for RD. Is it possible to integrate Bomgar into SD+.
SPM Issue
Hello, We have an issue with Switch Port Mapper, it does not show some information like Connected MAC, IP Address, DNS Name, Device Type. But, it shows only Interface name, Port no, Port status, Vlan Id, Vlan name, interface speed. Currently we are running OpUtils Build# 12200. We are using Cisco switches with SNMPv3 configured with auth and priv. The last switch that we added is Cisco Catalyst 3560 with IOS , 15.2(2)E4. Highly appreciated for your support to resolve this issue.
Possible to link the Auto-response email to an external source?
Hoping it is possible to use the auto-response email to link to an attachment such as PDF or Excel file. Our requesters would like to receive those emails and be able to reference it to the attachment that they sent in. Maybe by setting up a link using the Request ID#. Is that possible? Thank you, Chris
Technician Auto Assign with the logged-in technicians from a Technicians group?
Good Afternoon, Is there a way to set-up the feature "Technician Auto Assign" with the technicians that are logged-in and that are part for an specific group? We require this feature, because we change the schedules of our technicians weekely and also we use a default list of technicians to manage 120 Accounts, and they are sepatated in groups (Depending of the request Type and Service Category). Best Regards,
Java Exception has occurred
When trying to load the AD Self Service Plus Console, we receive a Java Exception error Running on Windows Server 2012 R2 in Windows XP (service Pack 3) compatibility mode Updated Jave to the latest revision (Build 1.8.0_121-b13) Any Ideas/
Incident/Request template - How to add additional Requester field
Hi, I'm looking for a way to add to a Incident or Request template some additional CI Details (available in CI Info tab), but I'm unable to find that way. Could you please have any sufgestion? Thanks in advance alessandro
How does one edit an SNMP Monitor?
I added three custom SNMP Marker Supplies monitors based on the printer MIB for a Dell B3465dnf printer. At the time I was walking the MIB, I did not have the values to determine which OID related to Toner, Imaging Unit, and Maintenance Kit. I would now like to Edit the SNMP monitor to show the correct Supply and Units.
Skype update issue
After updating the Skype Version 7.32.0.104 getting the below error message. Please help me to fix the issue.
Tickets On Hold
Good Morning All, I am having an issue with various Technicians putting tickets "On Hold" as a way of getting around SLA Breaches. I had asked before if it was possible to have "On Hold" requests approved before the status is changed and was told no. Is it possible to have an email alert if a ticket is put "On Hold" or at worst a report of what tickets are "On Hold"
Group Changed to Unassigned If Technician is not in Support Group
We have found an issue that assigns a group to "Not Assigned" if the Technician is not in a support group and even if "Group" is a required field. See the example below. Tech1 is assigned to SupportGroup1 and SupportGroup2. A ticket is sent in and is assigned to SupportGroup3. If Tech1 opens the ticket that is assigned to SupportGroup3 and selects "Assign --> Pick Up", then the ticket will be assigned to Tech1 and the Support Group will be set as "Not Assigned" SDP 9300. I had a similar issue that
SMS flooding
Hello We are starting to get infinity SMS flooding, because SMS dispatch is not set in the SMS queue. We only see this when multiple alarms are recorded at the same time. When this happens, then we need to delete the SMS queue, but how do we prevent the SMS Queue to go into an infinity loop? I have received the SMS's on both 6917 and 6919 more than 30 times and it only stops if I delete the queue. Example below, shows the number of SMS's in the queue: | 6916 | 20832598 | SE1201.lutdak.local (DomainController)
Need some query to update Sites and Technichian
I have use SD Plus 3.3 with progessql, please help to give me a query to update Sites (Region,Time Zone,Address Line 1 ,Country,Email), Department (Names) and i have a question about PO that my ship address and my billing address is different so what field i can update it and the query if have ? Thank A lots
Flash player patch download failed
Dear team, I cannot deploy flash player patch, other patches are downloaded. Can you tell me what is the reason for this? Thank you.
Add Alerts to technicians when tickets hasn't been responded for X amount of days.
Just wondering if there is any way to send out alerts to technicians when a ticket has not been responded for a certain amount of days? Currently on 9211 build. Thanks in advance.
using and API to create a new service request
can you provide some assistance : we are using the following string to create a Service request via an api string. the request is completed however the template i have requested to be used is not selected . The Default template overrides this and as a result we are presented with a blank ticket http://tdwh-apsdp-v1.tdwh.co.uk:8080/sdpapi/request?INPUT_DATA=<Operation> <Details> <parameter> <name>Requester Name</name> <Value>Sukhvir Kang</Value> </parameter> <parameter> <name>Subject</name> <value>Revoke
New Install ServiceDesk Plus won't start
I just installed SDP using the built-in PostgreSQL DB on Windows Server 2008 R2. SDP won't start and hangs after Application Layer Started......................................................... Below is the run.bat output. Can anyone help me get this running? THANKS. C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. .
Migration process
Hi, Do you have a migration guide on how to migrate the application to new hardware. We are currently running Manage engine service desk plus (9.0 9011) on a Windows 2003 server and connecting to a separate database server. We would like to migrate the application to a new server running Windows 2012 R2 and run the latest version (9.3 9301). How best can we achieve this? Thanks
database connection
I need to migrate the servicedesk DB and I wondering how I can find what account/methodology the manage engine servicedesk application connects to the sql server DB. many thanks
Upgrade from 11600 to 12000
Hi all, I have been looking around trying to find instructions on how to upgrade to the latest version (including in the announcements section) but I can't seem to find anything that has clear instructions. Can you help with this?
OpManager v12 - VIWMI monitors still an issue
Good day We installed and are loving the new OpManager v12, however we came across an issue that affected the previous version as well. The inaccuracy of the VIWMI monitors, specifically the amount of available memory on our Hyper-V hosts. The System device details pulled through the information correctly though. (please see screenshot) Is this something that is prevalent in OpManager, or is it some factor on our side causing this inaccurate reading? There are other instances, like the difference
OpManager Enterprise Edition v12.1 released!
Hi, We are glad to announce the release of OpManager Enterprise Edition (EE) v12.1. It includes a great set of new features and enhancements that might be of interest to you. Major highlights: Integrated network management: Tightly integrates NetFlow monitoring, configuration management, firewall log management, and IP address & switch port management in one exe as add-ons (no addition download is required) Intuitive GUI: Includes new Fluidic v2 GUI for the central and probe with customizable dashboards,
Service Desk hangs.
I hope someone can help me. Our service desk installation just started hanging after you try to log in. Even after a restart, the login prompt will pop up, but it just hangs or stops responding. Does anyone know how to fix this, even on the latest service pack.
Latest update of Analytics Plus version 3100 now available
Hello there, Yes, we are back with an all new release of Analytics Plus- build no 3100. Here's a quick roundup of some of the latest features in this release. 1. Live connection with Amazon Redshift database for real-time reports and dashboards. Now you can easily import data by using an option to live connect with your Amazon Redshift database. For every report that you create, Analytics Plus will generate appropriate queries to fetch the required data from Amazon Redshift at the time of report
IF Office then list only specific departments for office
Hi, I was wondering if there is a way to create the following in the user template. I want only a specific group of fields to show up under Department. Under creation Rule I would like to be able to select The office, when the office is selected I want only the Departments pertaining to that office to show up. Something like this -------School A (Office) ---School A Department 1 ---School A Department 2 ---School A Department 3 ---School A Department
Associating Solutions with Service Requests
Hi, I am aware that you can associate Solutions with your Incident Catalog by using key words but is it possible to also associate Solutions with Service Requests?
additional SMTP proxyAddresses
Hit there, I tried to add additional smtp proxyAddresses to the user account with ADManager plus. This was working. But I need also email addresses added in this style: a.test@test.de is it possible to this with the GUI, and when yes what I have o add (which variable) to get this result? because this task will run for 400 Accounts in the end it would be great when it can be done with this tool. Thanks.
OpManager only querying SNMP version 1 not version 2c
I was querying a device, but OpManager (latest free version, installed today) only queries in SNMP v1 not v2c, as seen in the packet captures I analyzed. My device doesn't answer SNMP v1 so ignores the query requests. OpManager does not allow me to select v2c since there's no distinct option for that. Am I missing something? Thanks, Keith
SCCM and SDP
I have read about the connector into SCCM, but am wondering is that just for SDP and not SDP OnDemand? If there is a connector for SDP On Demand, could you please direct me to that documentation? Thank you
Bandwidth Graphing Options with OpManager
If Cisco devices (in my case, older Cisco switches) don't support Netflow, does OpManager offer any kind of bandwidth graphing? I see the "Top 10 Interface Traffic" reports, but I'm looking more for a graph to look at usage over a period of time. Something like PRTG / MRTG / Cacti.... Didn't know if OpManager can go this far, or if Netflow is a requirement to get that level of granularity? Any assistance is appreciated.
Retrieving Requester Email Address with REST API?
Hello. How do I retrieve a requester e-mail address from a ticket with the API? According to the documentation, the only fields returned when getting request information are: <parameter> <name>workorderid</name> <value><requestid></value> </parameter> </parameter> <name>requester</name> <value>administrator</value> </parameter> <name>createdby</name> <value>administrator</value> </parameter> </parameter> <name>createdtime</name> <value>12321434324324</value> </parameter> </parameter> <name>duebytime</name>
Remove Default Technicians
We removed the original default technicians (Heather Graham, Howard Stern, etc.) from our technician list however they still show in the drop-downs to assign requests as well as the Technician Auto-Assign (but NOT in the list to exclude techs). How can i cleanse these phantom technicians from my system? We tried a SQL command we found in the forums but they still show. [delete from ci where ciname='Heather Graham' or ciname='John Roberts' or ciname='Jeniffer Doe' or ciname='Shawn Adams' or ciname='Howard
Bulk Change "Requester to view their site/department Requests"
Dears, I've imported users from AD and by default the "Requester allowed to view" is set to "their own request only". I need to change it to "their site only" or to "their department only" how can I do that bulk change? Tks, Endashaw
Cost center not saving
We are on version 9.2 build 9233 and when I create a new cost center and hit save, nothing happens, it doesn't save it, it doesn't give me an error, nothing.
Announcement ticker or banner on every screen instead of on the home page
When we have an outage or announcement, we want our users to know it. Unfortunately, nobody visits the SDP Home Page. Can we have a banner or ticker feed across every screen? -Adam
Business Rule Place In Group doesnt work
Hi, We have created business rules in which an incident should be automatically placed in a group depending on the Catergory chosen. This is not working. For example, Bob logs a call with the Category email. He doesnt select a Technician as end users wouldnt know who it should go to. In the business rule, it says when category is Email place in Group "ItSupport". This doesnt happen. The rule gets executed as I receive an email when that rule is applied. If i change the rule to assign to a technician
Unable to update tasks on closed Change requests
Users have left unassigned tasks open on Change requests that have been closed. I am trying to update them but cannot. I tried to delete them but get the following error:' You are not authorized to perform this action. [2211] How do I clean up these opened and unassigned tasks? Thank you.
New Purchase Request/Purchase Order UI
Hi I find the new UI for Purchase module quite confusing and unfriendly. I like the previous UI better for the following reasons. Too many frames. The left pane with Purchase requisitions is confusing. Sorting on PO# does not work. PO# 1, 10, and 100 are sorted consecutively like it is text instead of figure. The custom scroll bars are terrible (Chrome). Too thin to be practical. 3. Not possible to right click > Open in new tab. (opens a blank tab) Anybody else shares these frustrations? any
Unable to apply ServiceDesk Plus Enterprise Service Pack 9121 to 9200
Our upgrade to build 9200 failed. The Update Manager log seems to indicate failures in both the mandatory backup and upgrade portions of the process. Anyone have any ideas? We have done this on a test environment cloned from our applicaiton server, with an exact copy of our database and this was successful. Escalated to ManageEngine support, and although they set the due date as 6+ hours ago, we still haven't heard anything. Just looking for any ideas. Thanks!
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