Custom SLA/Triggers to enforce Incident Assignment
Looking for some ideas here: Our company currently reports issues and requests only via email. We have implemented email integration which is working fine. I want to know if there is a way to start a timer and force incoming tickets to be both categorized and assigned within 2 hours of the ticket being created. If we miss the target window of 2 hours I want to be notified via email. Is this something that can be done natively in the portal?
still assign ticket to technician who already marked on leave
technician marked on leave and i have tried to using load balancing and round roboin method in "technician auto assign". it is the same result. please advise. thank you!
Stakeholder Function
Hi, I was wondering if you have or could add the following to be considered in the future ? At the moment all tickets that are produced go to a team and have an owner, which is fine. Sometimes some technicians or requester s need to be updated as to the progress of specific tickets. They dont want to own it or get e-mails but they would like something or somewhere where the tickets they are monitoring can be viewed, listed, summarized or notified about. This would need to be a manual thing , like
Locking a ticket whilst it being worked
Hi, Can you add the feature of locking a ticket whilst its being worked on? Thanks, Tracy
Domain change of OpManager server
I am going to change domain name of OpManager server. Is there any impact of it into existing configuration?
deleting an enrolled user
Hello, is there an option for deleting an enrolled user, can this be done via the admin console? thanks Ravindra
Is there a way to change the display in Requests to show the time in 24 hour time format rather than 12 hour format ?
We would like to see the display when looking at lists of Requests to show dates and times in 24 hour format rather than 12 hour format . Is this customisable ?
Asset Scanning and communication
Hi All Before Christmas we deployed a new AV and firewall version. Now all of my clients aren't communicating with ME SDP. I've tried following various documents online to add exceptions. I was getting the first screenshot attached. I have now resorted to stopping the firewall service on my machine and then scanning it and then I'm getting FAILURE: Timeout in agent communication. I did try and log this with ME support but that isn't working and just keeps asking me for verification every time. Can
Merging of accounts
Product "Manageengine Supportcenter" build 8008. Current situation 3 Accounts A, B and C Each account has multiple linked contacts Each account has multiple requests Desired situation: Merge Account B and C into D A keeps multiple linked contacts D has merged linked contacts from B and C 2 contacts should be able to view any request done for account A and D Requests from B and C should now be linked to D After merge requests should still reflect the original company B or C Question: Is there
Adding variables to Resolution Temaplates
Hi, we are in the process of setting up some resolution templates for the most common fixes, however there is no way to add variables to the template like we have been able to with the reply templates. is it possible to add variables to resolution templates for the requester name and the email signature? Thanks, John
Servicedesk Plus and DCentral Plugin
We have purchased Servicedesk Plus with DCentral Plugin. After deploying Dcentral Agent it seems all the information collected by DCentral Agent is not getting updated to Servicedesk Plus Asset CMDB. Both the products are integrated. Any help will be appreciated.
Browser Notifications
Hi, Does SDP have the ability to notify a technician of an assigned ticket via the web browser? Sort of like a plugin for the browser. It would provide a visual indicator for technicians who maybe on a different tab or monitor when the ticket is logged in the system. I'm trying to avoid enabling the email notification rule that alerts the technician of an assigned ticket. Thanks Terry
Dashboard for management
Hi everyone, Does anybody know how can I create a high-level dashboard for management in OpManager? I need to group different servers/network devices in groups and hide them under the tiles. The tiles are going to look like: Email, Network, VM, SomeApp. The tiles should change the color according to the devices status inside. Kind regards, Pavel
First response to a ticket does not show up in report
I'm experiencing a problem running version 9.2 Build 9235. I generate a monthly ticket report and often (but not always) I find that the first response to a ticket does not show up in my report. If I manually cross-reference the request ID# I can see the response in the 'Requests' tab, but it's not affecting the Responded Date time-stamp in the report. In the attached screen capture, note the first response was within two minutes of ticket creation time. The report generated CSV shows the 'Responded
Missing Subject on Notification Email
Hello, The subject of the email notification to notify the requester when a request is assigned is blank. Other notifications are showing the subject. Below is a pic of my settings:
Changing the solution template?
Hiya there, Now i might be blind, or this might just be a feature, but i'll ask anyways. We would like to change the text that gets sent on email to the requester when we fill in the Solution and close the case. The only problem is that i've been unable to find where i can do that if it's even possible. This is what it looks like currently. Din forespørsel [ID:10880] har blitt løst. Tittel : Sample text (title) Beskrivelse : Sample text (description) Løsningen er : Sample text (Solution) Klikk
Issues with closing tickets
Since going from an eval license to a full license now when trying to close a ticket it says that certain fields have not been filled in but they are now not showing? So I have multiple tickets I cannot close. Any ideas?
Project Owner
When creating a new project the only option for project owner is the user creating the project. Should the one creating the project be able to assign someone else other than themselves as the owner?
Updating Change in planning stage via API call
Currently, we use a default account to post API calls to create a change, but once the change moves beyond the submission stage, we are unable to update it with this default account. Do we need to utilize a technician_key for the requester or send a specific field within the input data section of the request parameters? Thank you in advance for your assistance Mike
View and choose Approval Order when multiple ones are received.
Hi, Is there a way for a recipient to see all approvals that were received and choose which one's are to be approved. I have customers with complaints stating they can only see one approval at a time in a specific order in SDP when sent multiple approvals and can't choose the order in which to approve. Thanks
Remove older Java version
Java update with Desktop Central could not remove the older Java version.
Unable to ADD_NOTE to Change Related Operations via API
Doing a simple test through a web browser and SoapUI, I am unable to add a Note to a Change Request although the option is available through the web page itself. Sample request: https://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedforhttps://servicedesk.lenderlive.com/sdpapi/change/3206?OPERATION_NAME=ADD_NOTE&TECHNICIAN_KEY=removedfor posting&INPUT_DATA=%3CDetails%3E%20%20%3CNotes%3E%20%20%3CNote%3E%20%20%3Cparameter%3E%20%20%3Cname%3EisPublic%3C%2Fname%3E%20%20%3Cvalue%3Efalse%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3Cparameter%3E%20%20%3Cname%3EnotesText%3C%2Fname%3E%20%20%3Cvalue%3EText%20added%20to%20the%20note%3C%2Fvalue%3E%20%20%3C%2Fparameter%3E%20%20%3C%2FNote%3E%20%20%3C%2FNotes%3E%20%20%3C%2FDetails%3E
Desktop Central <-> Service Desk Pro Integration question on Asset
Ok, so If I have an existing asset in SDP and then add it to Desktop Central, what is the common workstation field that binds Desktop Central to update it in SDP? For example, I added a new asset into SDP with ONLY the same hostname as it already appears in Desktop Central but doing a scan now on it doesnt update it. As a test I added a new system to Desktop Central, which then created the asset in SDP. It stays updated. I've removed all the info on that asset and it still stays updated from Desktop
Resolution vs solution when closing ticket
Is it possible to have the resolution tab be default instead of the solution tab? We have build 9236 Thank you, Mercy
Change title size of solutions
Is there a way to change the title size of the solutions list. It would be a much nicer interface if the title font could be increased.
Language on Change Planning Tab
I noticed on the planning tab that when you link tickets to it they all display as incidents when requests are equally initiators of the change management process I think the term incidents here misleads technicians to only link incidents thinking that's all that should be associated to a change; when in fact the linkage should be for any incident or request. I suggest altering that language of incicent to something like "Incident / Requests" or using splitting it into three categories: Problem Incident
Missing translation: webclient
Today I installed the patch 12.2 going from build 1200 (ManageEngine_OpManager_12_0_SP-2_0_0.ppm). Upon restart of Opmanager I get "Missing translation: webclient" spread throughout the different pages. On the top of the main dashboard screen I have for example "Missing translation: webclient.probe.successfully.installed!" Because these are kind of too intrusive on the screen, it has made Opmanager unusable My install: OS Name & Version Linux, 4.1.12-61.1.25.el7uek.x86_64 OpManager version 12200
ServiceDesk Plus 9239 Released
Dear Users, SDP 9239 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9239: SD-63443 : Buffer overflow error in agent while taking remote control. SD-63657 : More than one viewer opens up while taking remote control in IE. SD-65040 : "Certificate has been revoked" error is displayed while taking remote control. SD-63262 : Microsoft Windows Unquoted Service Path Enumeration error in agent . Please
No devices discover when doing Layer-2 Discovery
Hello, I have problem when doing Layer-2 Discovery with following output 'Device mapping does not exist for this map' I saw there are several post talking about this but seems no one reply. Is it a unsolved bug or something I missing? Thanks for your advise.
Copying/Viewsing password very slow
After the upgrade of our application to the latest version 8.6.3, copying/viewing passwords on Password Manager Pro is very slow (15-20 seconds delay) Has anyone encountered this issue? We have logged a ticket already but i just wanted to check if other users have encountered the same issue. While checking the config, i noticed some info about the JVM. Is there a way to increase the allocated memory to JVM? IF so how? Thank you JVM Memory Information Total Memory :557 MB Free Memory :161 MB Used
SAML Authentication with Citrix Netscaler IdP
I was able to configure SAML authentication using Citrix Netscaler (ver 11.0) IdP. I have 2 current issues identified so far...the first is that I cannot logout of PMP (any time I click the logout button I am signed back in). I configured the logout URL in the SAML config, but it appears to be ignored (if I put that URL into another tab in my browser it does sign me out of the Netscaler AAA server correctly). I've tried to come up with another "trigger" for logout, but there does not appear to
High Availability (with PostgreSQL database)
The documentation is not really clear to me, how does the HA actually work? Primary is read and write but is the HA server also supposed to be able to read and write? I thought the HA server was read only? So I was able to enter a resource into the HA server so obviously its not read only. Is the HA server supposed to sync back to the Primary? If so, when? Because I haven't seen the resource sync back to the primary. Anyone know?
Password Manager Pro eventually crashes and won't restart
I'm evaluating Password Manager Pro for our company, and the service runs fine for a couple weeks, but then the service doesn't stay started. This happened during out last evaluation as well and were unable to finish testing. Any suggestions? Thanks.
OS Migration (Windows to Linux)
I'm wondering if OS migration is possible for Password Manager Pro. We are currently running on Windows Server 2012 and I would like to move to a Linux server. Is this possible?
Queries
Hi Support, please provide answer for below points whether we can achieve this or not : · (Actual) Number of hours utilized (spent) by technician for each ticket. · Number of utilized and unutilized hours of the technician. · SLA violation report with time spent till the first response from technician · SLA violation report with time spent till the resolution since the available report is showing only elapsed time. Best Regards, Hani M. Nasif Systems Engineer Mobile
Call web URL on action
Hello, everybody! I would like to get data out of Service Desk and execute some POST requests to a public URL. Is this possible without implementing the XML and Java classes? What I am looking for is an option to automatically execute the HTTP request when some actions are being performed. If this is not possible, where can I find an end-to-end example using Powershell? Thanks, Radu
Reports for Desktop Central
Can Analytics create reports for Desktop Central data?
Sync Archived Tickets
Hi When a request in Manage Engine has been closed, we archive it after 3 months. I am trying to sync data into Analytics, does anyone know if the archived ticket data is sync'd or does the analytics exclude this? I want to look at all the data for 2016 but the incoming tickets are only showing October onwards. i have set the sync from January 2016. Many thanks Scott
Technician Report | Including Last Logged In
Hey All, I am looking to run a MSSQL Query that will allow me to see if a technician has ever logged into the system and when that may have been. The following information would be great! Technician Login Name Email Address Last Login Time I ran across the following, and I think this works, but I wanted to toss this out to the community for confirmation on this being the best way to get the information I am looking for. https://forums.manageengine.com/topic/technician-report-21-11-2016 Thanks guys!
Can you restore Application Mananger database to Application Mananger plugin?
I have installed Opmananger and Application manager with the integration connection setup to provide a single pane for viewing all alerts. I am having issues (being dealt with seperately) viewing the devices from the links in ApManager and the requirments have changed with regards monitors. Is it possible to install Application Mananger Plugin an restore the current Application Manager database to it. I would prefer not to have to install the current monitors and setup if I need to move from standalone
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