Announcements too small
Please make the Announcements more obvious and larger. Our users overlook them
Active Directory Configuration Page
I'm getting the following error when trying to access the Admin/Users/Active Directory section. Is anyone able to help find out the issue? I already reported to the support team but no luck with their reply.
ServiceDesk Plus 9301 Released
Dear Users, ServiceDesk Plus 9301 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9301: SD-65655: Task tab under the Incident template displays a blank page for users who have changed their page length. SD-65659: Unable to modify the customizations done to self service portal post upgrade SD-65705: When the text to be searched in Assets module is entered in global search, it displays results from solution
Comparison with Asset Explorer
Good Morning, We are currently using the Asset Management component of Service Desk Plus and I am curious if there is any documentation regarding benefits or differences in functionality with Asset Explorer. -Kevin
Exporting or printing a dependencies map is HORRIBLE
When attempting to export or print (using ctrl+P) a project overview map or a depdenencies map (at the milestone level) the export and printout is extremely difficult to get right on a large project with a huge mapping of tasks. I would like to know if anyone has had success in exporting large maps
link for survey not sending to emails
When I close a case the survey mail is not the link of the survey, where I can configure so that the survey link automatically arrives when the user closes a case. Thank you
Client detail when creating request
How do I enable customer detail when creating a request? I mean, when a technician creates a request you can see the customer detail as shown in the image: But when the client creates the request, the details are not shown (Department, number, etc.) Sorry for the english, I only speak spanish, I used the google translator
How to set FQDN for Desktop Central?
I'm currently connecting to Desktop Central using the server name(servername:8020). I would like to have it where i would enter desktopcentral.domain.net. Please advise on setup. I've been stressing out trying to find out how to do this.
User Creation templates with Office 365
We are using dirsync to sync AD accounts with our Office 365 accounts. I've created a new template for user creation and added the Office 365 tab. I want to add proxy addresses to the AD account so that it will sync multiple alias addresses. I can't add the exchange option to do this without configuring an exchange management group. How can I add the proxy address or "Additional Email Address" option without exchange? Thanks
Cannot Login with AD Authentication
Hi, I cant login to ManageEngine SDP with AD authentication. Why, i need your help. Thank you.
Duplicate Ticket in service desk
Hi Team, Does anyone facing this challenge? if any email is sent from A to B as <test subject>, after the ticket created another response from A on the same mail. the ticket will be created as <Re: test Subjet>. Regards, Chandru
Apply template with script condition
Hello all, I'm new in OPM and I testing in a demo product. I create a linux script whose reply me an integer like 1 or 0 if one service exists (if exists the control file). There are any possibilities to control the result of this script and, if for example, the result is 1, apply the threshold template X, and if the result is 0, apply the threshold template Y? Thanks, Jordi
Added Multiple Users to Multiple groups
Hello, I need help adding multiple users to multiple groups. The caveat is that my source data has ONE group per row with all users in corresponding row. Three questions 1. Which bulk operation would I use to achieve this? 2. What would my CSV row headers look like? 3. What format does the data need to be for the corresponding headers Ie, Groups - "CN=Group1,OU=Groups etc.." Example GroupName Members Group1 Joe, Jimmy, David, Sammy Group2 Joe, Jimmy Group3
How to Disable Template Categories page?
In the initial phase of implementation, I do not want to implement templates for service request generation. Whenever a user clicks on 'Submit your Request', a default page should appear for him/her to enter the Subject and the description of the problem. Attachments can be sent. I deleted all the configured templates and only a default template is present, which is created by system. When a user clicks on 'Submit your Request' button, a blank Template Categories page appears. From there, there
Path report
I wish to schedule a report showing the following fields. Vulnerable System Report --------------------------------------- Computer Name Operating System Missing OS Patches Missing TP Patches Low Moderate Important Critical Health Last Scan Shutdown/Restart Remarks Regards Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
How to change answers to security questions?
Can users change answers to their own security questions?
Opmanager Servicedesk integration
Hello Everyone I can not integrate Opmanager 11600 with Servicedesk Plus 9204 No Firewall is setup Username and password is valid .I can not in as local auth to SD I have also tried domain auth but it also do not work technical key is generated in SD on account administrator During configuration I am getting error Servicedesk is not running I can open servicedesk web page port 80 from opmanager server No sure what can be wrong Can anyone help me with this issue Thanks
SalesForce / ServiceDesk Data Exchange
Is there any way to get data into services desk? I would like to be able to pull tickets from SalesForce so that we can track the request through our change process.
ServiceDesk Plus Java
Hi, I'm running ServiceDesk Plus 9 Build 9047 and I just noticed it is still using JRE 6u45. For security and performance reasons I'm looking at upgrading it to the latest JRE version 8u51. Is it possible? Will ManageEngine provide support? Thanks,
Trouble with scheduled absence and backup technichian
I have scheduled that I will be out of the office on monday afternoon and I have marked a backup technichian. The new requests that anyone tries to give me are now redirected to my backup. That's because the SLA is set to monday afternoon. I have to change the SLA to another day to be able to close requests that I'm dealing with today. Why?
Selection / Completion boxes within Tasks
Example: New user request. This spawns several Tasks to various techs. One tech will get the assignment. In the details of the task, the tech has to: refurbish equipment or issue new record asset assignment load O/S load specialty software install VPN or other apps as indicated. Contact user regarding ship/delivery date (especially if sending to another location [we have centralized IT for multiple sites]) etc. We would like to be able to have these items checked off as completed. We want to
Patching Linux boxes
While testing the patching function of the Linux boxes we found that DC was able to install patches for a Ubuntu box but for Red Hat there is no option to scan or update those boxes. Is there a way to patch Red Hat boxes using DC?
Issue with login on service desk plus Standard
Hi, i have an issue connecting to servicedesk plus standard edition with administrator login. I had enable AD authentication, when i logout form the application and tried to login again i have the message: "User name or password not correct" So, connecting via psql (i have postgress database) i have used the queries found on this forum to reset administrator login password. Seems that it works but when i try to access with local authentication i have again the error. "User name or password not correct".
Change default CI structure
Hi, I wanna to change structure default CI. For example default CIs are: - Access Point - Business Service - Cluster - Datacenter . . . - Network I wanna to change above to this: - Network |_ Access Point |_ Cluster |_ Datacenter What should I do?
Have you tried AlarmsOne's new features yet?
We introduced Multi-criteria Alerting and Alarm Escalations to make alert management more effective, and we would like to know whether our new features fulfil your IT alert management needs. I'll tell you how these features can help you, incase you haven't tried these features yet. With AlarmsOne, now you have entire control over the alerting process. Multi-criteria-based alerting helps you curb alert noise and receive notifications only for those critical alarms that need a response. Escalation
Auto merge based on matching phrase in subject
Hi Guys, Looking to see if it’s possible to automatically merge incoming tickets by email based on matching terms in the Subject line. For example, a ticket is created on the back of an incoming email that had “Test system 3 now active” in the subject line If new email (not reply to original) came in later on with “Test system 3 now active” in the subject line could this ticket that was created automatically be merged with the previous ticket that was raised? However if an email came in that
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
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