Project Time Sheet or Work Log Reporting - Service Desk On Demand
Our team started logging work hours in the project module in relation to various tasks. I can see a summary of those hours in the Time Sheet option however I can't seem to create a custom report that pulls the project work log details? Is this not an option to report again the project time? Thanks, Erick Grimmer
Reorder Resource in Service Catalog
I've recently created a few Services in the Service Catalog and was given a new resource to add after the fact. That newest resource appears at the bottom of the others (added in sequential order) but I would like to make it the first Resource in the list. How can I move it from the bottom to the top? thanks!
How to change from local to domain authentication for default admin user?
Hi: I have change the name of the default admin name but I don´t know how to change the authentication from local to domain. Please, could you help me? Regards
$Survey variable not working
Hi, I am encountering an issue with the variable $SurveyLink. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" (ict-helpdesk:8080 is the url for our servicedesk environment) I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
SQL QUERY REPORT(Technician Department)
I'm running this SQL below to generate a report and everything is fine except for Department as indicated below where it supposed to extract Department associated with Technicians and not Requester Department as the case at the moment with below query. My manager wants Technician department. Appreciate if you can figure out where I went wrong and advice so I can amend the script accordingly SELECT dpmt.DEPTNAME "Department", qd.QUEUENAME "Group",Year( dateadd(s,datediff(s,GETUTCDATE() ,getdate())
Aging Tickets per Technician per Group
Hello, I found the built in Query Report for aging ticket by technician: SELECT AAAUSER.FIRST_NAME,COUNT(WORKORDER.WORKORDERID) "Total Pending Count",COUNT(CASE WHEN DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) <= 2 THEN 1 ELSE NULL END) "0 - 2 Days",COUNT(CASE when DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) <= 5 and DATE_PART('day', now() - FROM_UNIXTIME(WORKORDER.CREATEDTIME/1000)) > 2 THEN 1 ELSE NULL END) "2 - 5 Days", COUNT(CASE when DATE_PART('day',
Op Manager monitoring issue.
Op manager has identified a vm that is reporting down. but its up. i have firewall rules to allow Op manager to vm. Op manager does not issue a alert reporting it down but it does show it down on its webpage. also it lists trouble on both network interfaces below. does any one know what this means and a possible resolution to it? this just started happening recently and previously never had this issue.
Customer Support For Product Demo
I joined a small company not long ago and we use Service Desk Plus enterprise but only have Incident Management enabled. I was trying to find someone to provide a full product demo session. Yet that request was routed to their Help Desk and the technicians were clearly not equipped with the skills for the demo, not to mention they were 30 min late. I have not been successful with their support. Any suggestions on where I should direct my request other than sales@managedengine.com? Thank you - Treen
Difference between DesktopCentral and DesktopCentral MSP
It seems to me that they both are the same with an On-Premise deployment being necessary. I thought that 'MSP' indicated a 'cloud hosted' version of DesktopCentral. Can someone please shed some light on the differences?
Spelling Mistakes
Just been looking at the Compliance Status of one of our Cisco switches and noticed some spelling errors for the CiscoIOSPolicy Might be worth correcting for the next release?
Reporting on Tasks along with Incidents and Service Requests
We are going to start using tasks as part of our new-account-creation process, since the ticket previously had to either be sent to each team in a linear fashion or we had to have sub-requests. Our management team would like to view all of the requests in the reports to include the entire pending workload and the items worked. Is it possible to run the standard canned reports to include tasks as part of the reporting on incidents and service requests? If not, how can we report on all the SRs worked
custom report for requests by assigned technician
Can I generate report for the request by how many technician is assignment to it and how long the request is stayed assigned to each technician ?
Report on Tasks worklog for tasks not associated with a ticket.
Hello, I have been able to create a report of exactly what I need for worklogs and task worklogs for anything associated with a user request. It looks like what I have below. Request ID Assigned Technician Requester Time Spent Time Spent Endtime Subject Description Time Spent Description Resolution 879 Marco A User 01:00:00 05/11/2015 05:32 PM Unable to start computer Computer tower light flashing yellow, unable to turn computer on. all connections checked Troubleshooting PC. Unable to power
Windows 10 Build specific Dynamic Group
I am trying to setup a Dynamic Group for computers that are Windows 10 with a specific Build/OS Version. I can get the filters to work right showing all Windows to PCs but when I try to add the OS Version that I want displayed in the group it doesn't find any computers. Thanks Steve
Best way to test DC-ME build upgrade
Hello, We're currently planning to upgrade our DC-ME environment from build 90023 to the most current production build. However, my manager has some concerns about what the user impact will be, and wants us to test the upgrade scenario before rolling it out to our user base. That being said, I wanted to know if anyone had any suggestions on how to test this out? My initial plan was to clone the VM that DC-ME is running off of, spin up a few Windows 7 VMs and install the build 90023 user agent locally.
Enabling Single sign on through office 365
Hi, Can I enable single sign on through Microsoft Office 365? Regards
HOST-RESOURCES-MIB is not implemented in the Snmp Agent
Hi I am evaluating this solution and we want to add a monitor of a Sun Solaris via SNMP so i click New Monitor select Sun Solaris and set the ip address and when i press the button Add monitor(s) i get the message: HOST-RESOURCES-MIB is not implemented in the Snmp Agent then i click the link Diagnose problem and i get the message: Ping Test OK Pinging 172.19.5.206 with 32 bytes of data: Reply from 172.19.5.206: bytes=32 time<1ms TTL=253 Ping statistics for 172.19.5.206: Packets: Sent = 1, Received
Desktop Central Patch Database may failed to update.
Dear Desktop Central customer, Good Morning. We would like to inform you that server hosting the Desktop Central Patch DB is currently down and team working on it to fix this issue asap. However, if Network allows the traffic from Singapore then you do not get a sync failures message. Here's the IP details of server hosting the Patch DB: 74.201.126.219 - US Region - Down 74.201.126.227 - US Region - Down 117.20.43.137 - Singapore - UP and Running 117.20.43.155 - Singapore - UP and running Due
Problem to cinfigure Firewall Analyzer v 12.2 how service to begin server linux
Hello Guys donwload the version 12.2 to evaluate it, I am installing the software at linux server. Teh installation was easy, but I try to configure how service in that server and search information about and I found this articule https://www.manageengine.com/products/firewall/help/installation/start-firewall-analyzer.html but the instrucctions are incorrect for the version 12.2 Some body help me eith the correct instructions about it?? Thanks Guys.
Need help in new schedule report
I want to show aging of open tickets(date difference between Ticket created time & today's date) in scheduled report in Service Desk Plus Tool, Is there any way?
Reports: unable to execute the report...
It happens quite often that our technicians are getting the below error message. How can the SD+ admin get to know what kind of reports are running in background for concerned technician?
Free Windows Admin Tools freezes during install
I can get through the process of entering my information. When I click next it just sits there like it's going to install, but does nothing.
ADManager Plus rolls out build 6550
ADManager Plus Build 6550 (February 2017) New Feature: Support for two-factor authentication through Google authenticator, DUO, and Email Verification has been introduced. Now secure your ADManager Plus logins from credential exploitation and brute force attacks with an additional layer of safety. ADManager Plus extends support for Spanish, in addition to the currently supported foreign languages viz. Chinese, Dutch, French, German, Italian and Japanese Enhancements: AD Reports Support for custom
Promised to Share the presentation but not yet received
Hi , why do the presenter doesn't share his presentation with all the attenders, on 15th Feb 2017, Mr.Karthik conducted seminar on same topic, when we ask him to share his presentation he said by next day it will be emailed to all but its one week now we did not receive the presentation yet, if we get the presentation we can explain to our management to buy the product in better way. but Manage Engine employees takes the customer for granted.
Upgrade from 11600 --> v12.2 failed
Hello all, after upgrade of our OpManager enviroment to 12.2 the OpManager service is not starting anymore. We need some help here so please contact us. Also contacted support --> [##3682638##] New Request Created
V12 upgrade
Hello and namaste....I have just reinstalled V11 so it connects to my V11 MSSQL database, now I want to take it up to V12. Can someone please tell me the best way so I can carry on using my MSSQL database (all my devices are setup in there etc) thanks in advance
issue with SDP
Dear support, PFA
Reports available in selfserviceportal
We have created a report for the requesters. Is there a way to add this to the selfserviceportal from SDP.
IBM i (AS400) trap monitoring issue
Trap message from IBM i gets garbled on OpManager. It is not supported OBCDIC?
Budget
My company who currently have 1000 License for Workstation and 25 technicians license want to use the PO module of the Services Desk Plus software - but before implemented we want to have the ability to enter the department budget - so everytime that a particular department create a PO the amount of that PO can be reduced from their department budget. Please let me know if this is something that can be included in the next release. George Alvarez galvarez@vipservices.org
Addition of cc field for submitting a Change Request for Approval
Hi, May we request to add a cc field when submitting a Change Request for approval? This will be useful especially when copying the Change Advisory Board and other stakeholders for approval.
Central Probe server error ---> Unable to connect probe url: undefined
Hey there When I click on an alarm in the central probe then click on the server name, this should take me to the probe in question. This does not happen. I get the attached error. Please advise. Regards, Mat
Cost Details are visible to all - Confidentiality Issue
Good day, I have noticed that an individual that has only one permission, SDSiteAdmins, has the ability to see the cost per hour of all, even technicians his senior. This is even though no technicians have their "Allowed to View Cost per Hour" ticked This is a major security and confidentiality issue for me as a clever tech can calculate the salary of his superiors or seniors even though it as absolutely nothing to do with him. As a result of this access, Cost per hour cannot be entered. Please address
Exclude disabled mailboxes?
Hi, I was wondering if there is a quick way to exclude disabled mailboxes from using a license? Thanks! mark
Script monitoring - Connect to Named SQL Instance
When I write script to monitor a server with multiple SQL instances, do I have to write multiple scripts for each instances. If not can you give me an example of a SQLCMD or Powershell script.
Make Requester Conversations editor bigger
Hi When I open a requester Conversations the editor is really small. Most users have big high resolution monitors. Maximized on a 24 inch montor it look like this. Complete waste of space under the red field. Please make the editor bigger in SPD. //Peter
Impossible sh Restore.db Servicedesk
Hi, I've tried to restore a database from the old server debian 8.5 32 bits to a new server Debian 8.5 32 bits .. but I didn't get any result. Can you help me ? I'm still looking for the solution. I copy the console comands here. I hope your answer as soon as possible, thx root@HD:/opt/ServiceDesk/bin# sh restoreData.sh -c /opt/ServiceDesk/backup/backup_postgres_9241_database_02_09_2017_19_15/backup_postgres_9241_database_02_09_2017_19_15_part_1.data *********************************************************************************
Adding Multiple Users to Multiple groups
I need help with adding multiple users to multiple groups. The caveat is that my source data has one group name per row with the corresponding members in the same row. Example Dataset (Notice user names are separated by semicolon) GroupName Members Group1 Doe, Jane;Doe, John;Jordan, Jake;Chirba, Brian Group2 Doe, John;Jordan, Jake Group3 Doe, Jane;Chirba, Brian Group4 Doe, John;Chirba, Brian Three questions: 1. What import option will I use to achieve this? 2. What will my CSV column headers be?
Adding /Editing Requesters via API
I'm trying to use api to insert requesters. This is the format I'm using. <API version="1.0" locale="en"> <records> <record> <parameter> <name>Name</name> <value>Prakash Jahar</value> </parameter> <parameter> <name>CI Type</name> <value>Requester</value> </parameter> <parameter> <name>Site</name> <value>GSC</value> </parameter>
Operating Hours
Hi, We have some questions about SLA hours. When I stipulate our hours of operation, does it interfere directly with the SLA? Our opening hours are from 8:00 AM to 6:00 PM. After that, all the new incidents will come, will your SLA stay? I also wish that in this case, if possible, all call states automatically change our working hours. For example: Gather information And the next day at 08:00, they automatically returned to the status they were before stopping the SLA. The biggest concern is:
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