Deleting Requests
I'm about done configuring and testing ServiceDesk Plus. Now before I go live I want to clear the test tickets out and reset so the production incidents will begin at 1. I can delete the tickets, but the ticket number remains where left off. How do I reset the counter to 1?
Product selection error (Purchase)
We are experiencing an issue when selecting items from the Purchase dropdown menu. It's happening on both our TEST (v9235) and PROD (v9217) instances with two separate databases. When a new PO is created and the vendor and product type are selected, the user is unable to select/view items from the product list. Two different scenarios occur: - the Product list will not be filtered by Product Type and the user is able to view all items from the vendor. This is not ideal since some vendors have hundreds
File Intergirty Monitoring is not getting reported
Hi, In the server audit I am trying to get the output for File Modified or File Deleted whereas I am not getting the proper report even though I enabled the settings as per the below links, https://www.manageengine.com/products/active-directory-audit/help/getting-started/sacls-to-audit-fim.html https://www.manageengine.com/products/active-directory-audit/help/getting-started/configuring-fim-audit-policy.html https://www.manageengine.com/products/active-directory-audit/help/getting-started/file-integrity-monitoring.html
Pastel modern theme welcome but needs more contrast
Pastel modern theme welcome but needs more contrast The colors are very washed out and it's not as easy to navigate as the previous version. It needs richer colors and more contrast for the container lines and graph bars could be bigger.
Flash updates
Flash 24.0.0.194 was released on 1/10/2017 but a significant portion of my systems are still on the 186 release. Desktop Central is not showing any missing patches for Flash Player. I'm assuming the systems that are on 194 were self-patched by the Adobe updater process. Does Desktop Central no longer provide automatic patching for Flash player?
Desktop Central supports new Mozilla Firefox patch
Hello everyone, Firefox has released a fix for 0 day vulnerability which allowed attackers to execute code on Windows workstations. We are happy to announce that we support the released patch! Our customers can deploy the patch immediately to the systems using Mozilla Firefox and stay secure from this vulnerability. Stay Secure! Happy patching. Regards, Jangveer Singh Desktop and Mobile Device Management Solutions Direct Support : +1 408 916 9886 Toll Free: +1 888 720 9500 (US) | 0800 028 6590
Eventlog does not collect windows event on some machine
Hi, just started to try out eventlog analyzer. added 4 windows machines. 2 out of 2 success to fetch all the logs while another 2 does not push anything. i did install agent on top of one of the failure machine to see whether it can solve the issue but it does not work too. please advise the necessary to troubleshoot this issue. regards
Unable to Delete Attachments
Hello Friends! Okay, so I'm in the process of deleting file attachments that have been sent from users and I've noticed that I can delete everything except those attachments that end with .doc. Is this intended behavior or is it possibly a permissions issue? Let me know what you think might be happening! Thank you, Ryan
Mcafee agent silent swithes
Hi guyz, Can someone help me with getting the silent switches of Mcafee agent 5.0.4.283 Thank you
Set same SLA on Service Requests and Incidents
Our organization specifies the same SLA for incidents and service requests. I've just realized that ServiceDesk Plus does not enforce this and expects each service to have a different SLA specified in workflow. This does not work in our organization. I have tried using both Business Rules and Field and Form Rules to set the appropriate "Response DueBy" field for each priority but it does not seem to be exposed in either case. I'm hoping that the field just isn't listed in the field list of Field
Analytics on use of the support site
Hello, Is it possible to get any analytics on the use of the support site? For exampple, is it possible to use Google Analytics tracking codes in the site, to monitor the use? Kind regards, Patrick Adriaansen
Dashboard not showing SLA violations
I just noticed that we have 2 tickets in queue that have violated their response time SLA but the SLA widgets on the dashboard do not show any SLA violations. Do these widgets only show Resolution SLA violations? If so this is an EXTREME problem for our organization. Our formal SLA's do not define resolution times, only response times, since some things make take months before they are truly resolved. I have put resolution times into ServiceDesk Plus, but only because the software does not provide
SDP Agent Service Stopped
Hello, We have noticed that a large number of our SDP agents have stopped reporting, after investigating we found that the ManageEngine AssetExplorer Agent service is stopped - Is there any known reason why agents would turn off unprompted? It appears to be effecting more and more workstations/servers as time goes on. Thank you, James
Business View's for URL's
Hi, We have Opmanager 12200 with Application Manager installed. We currently monitoring the availability of lots of URL's for internal services, along with also having individual servers monitored. I.e 1 web application used is on webapp1.domain.internal:8080 but this is a load balanced URL and consists of 3 servers, we also monitor server1.domain.local:8080, server2.domain.local:8080, server3.domain.local:8080 Another web application used is on webapp2.domain.internal:8080 but this is a load balanced
Attach a document to Incident Template
Hi, Is it possible to attach a document to a request template ? Thanks and regards, Gerardo Cortés
ServiceDesk Plus Free Edition... Users that becomes Technicians not working...
Hi.. I install the free edition and import and integrate authentication with AD, so some requester was become Technicians and after that I check that technicians and they are always with the requester interface not as Technician.. Even if I add the technician account to the SDAdmin no effect when the technician login again.. Thanks!
User creation template - wrong SMTP address
Hi I have a User template where the Email are set based on initials@garrets.com When looking af Exchange pane I have a E-mail alias named Initials The user gets created correctly but when I look in Exchange the user are created with another SMTP address: Under Exchange settings E-mail alias in the template I cannot choose anything, so that I get the garrets.com domain instead. As you see SIP address is added correctly. How can I fix this? Thanks Torsten
Popular Solutions
Good day! How can we increase the number of displayed popular solutions on the Selfservice portal home page? Now displays only 5.
Reindex.bat not working in SDP 9.2 build 9234
I am running SDP 9.2 build 9234 with an MSSQL database and whenever I run the c:/manageengine/servicedesk/bin>reindexdata.bat AllModule I loose all search results in SDP. Whenever I search for a term that used to work prior to the reindex no results come up, I have to restore the app sever snapshot for the results to work again. Has anyone else experience this issue?
What's new?
Hey guys, SDPOndemand apparently updated. What's new? Regards, Sven
Navigate search views
It is very hard view the details of the request in a search. When using the search function, its not possible to navigate the incidents. If the details for one of the incidents is opened for review, it is not possible to browse to the following or previous incidents in that search. Exiting the request detail, will return to the Previous view but will loose the search details. We need some functionality to address this.
Generate assets from CI´s
Hi Is it possible to create assets from a CI data base?, I mean there are many CI that are not as assets and I need to use them as assests to declare them in incident tickets.
Improvement for Business views in v12?
So we have found another issue/quirk in Business Views that may need addressing in the next version. In v11600 you could position the label for a device or shortcut in 8 places around the icon Shortcut options and the result Now in v12xxx do don't get that option. and the result This isn't too bad apart from any shortcuts on the bottom the edge of a map as the label can't be seen. But when on a business view any links cross though rendering the label difficult to read as they are all placed
report on everything monitored
my boss asked me for a report from app manager on everything that is monitored . is there a pre defined report that will list everyting? eg database fred linux box 1 disk space, cpu windows box 1 disk space etc etc etc etc
[Free Webinar] Self Service Password Reset for Remote Users
Away from office + Forgotten password = A nightmare for users Did you know there are options available to allow users to reset passwords when away from the network? Join this live webinar by Derek Melber, Active Directory MVP, will explain how to securely allow remote users to reset their Active Directory password without help desk intervention. Date : Jan 31th 2017 Register now: https://goo.gl/A4rZwd ADSelfService Plus Team Toll Free: +1-888-720-9500 Direct: +1-408-916-9890 Email: support@adselfserviceplus.com
Issue with $Description Field
In the notification template for 'Alert Support Rep by Email when there is a new reply from the contact', the $Description field populates with the actual response from the user, which is what it is supposed to do. However, in the 'Alert the following Support Reps by Email, when a new reply is appended to request of Unavailable(Offline) Support Rep' the $Description field populates with only the original email that was sent it, not with the content of the reply that the contact emailed it. Why
How can I add an option to 'Products'.
Hello, I would like to add the option; 'CS Rep.' (which needs to be filled in) in Products, Products Details. Is this possible and how? Many thanks for your feedback. Marjan
'Search Requests' should ideally search thru all scenarios, not the tab it's on at the time
Just checking, since 8014 release, when searching for a ticket via the 'Search Requests' box it will only search thru the tab its is open in, for example if set on "Open & On Hold" it'll only search within there, not thru all the types of results i.e. Completed Requests, On Hold etc. etc. I'm sure it did this before........or am I wrong.....? As I said, just checking.... Regardless, it should ideally search thru all scenarios (in my opinion..) Cheers! Craig
Ability to view Advanced Analytics Dashboard under SD Plus Dashboard screen
The SD Plus Dashboard interface is poor and doesn't give much information. Advanced Analytics Dashboard is a lot more modern, easier to look at and understand. It would be great if an option was available to see Analytics Plus Dashboard under SD Plus dashboard screen
Can't export certain (any?) search results to PDF
I have an odd/new issue since moving to 10.0.28 (first noticed in this version). If I simply go in to Inventory for example, then click Hardware, I can hit the export button, choose PDF, then a save-as window appears as expected. However, if I search for something such as the prefix all of our computers start with, DC returns the results, but the export > PDF button no longer works. Has anyone experienced this? I cannot use the in-browser print as it doesn't format properly, and most of the
2 PO issues
Search function in Purchase Order is not working I have used the browser find to highlight PO. Google chrome margin resizing of a purchase order not as flexible, it forces a two page print and there is only a need for one page can we have these order's resized to fit on one a4 by default. It works OK in Mozilla.
Migrating Conversation from old helpdesk Tool to New Helpdesk Tool
Hi i am trying to migrate Requests from Service Desk Plus MSP to Service Desk Plus all the requests had imported. New filed created and Names Old request ID do we have any option available to import Conversations and attachments. Thanks Anoop PS Mob - 9995822232
Availability Statistics
Would you like to know how to import the availability report of a certain device to PDF? In the current version this option is not appearing. As you can see in the image below does not appear the option to import, version 11.6 was possible.
Modify Single Group update bug ??
Cant find recently created groups in the modify single Group list. when i do a "Search AD objects" in the upper right corner then de groups are listed. even tried the refresh option in the header this not resolves the missing items. Update domain details is also not the solution. what can be wrong ?? how to reset the list ?? or force a update ??
Analytics Training Class
I was wondering if there was a training class on using the Analytic's software? Something to help better understand where the information is being pulled from and how to best manipulate the data displayed. Any information would be greatly appreciated. Colby
Script Master - 8: How to automatically assign users to different roles in a change request.
Change managers often decide who plays different roles in implementing the change effectively in an IT infrastructure. For a frequently carried out change request, the team involved may be the same. This can be based on the services affected or the change type. As a result, the change manager has to repeatedly assign the same set of technicians for a frequently occurring RFC. This Script Master post will help you do away with repetitive technician assignments and automate the process of adding users
Missing reports
Hi i have been creating a lot of reports and a number of them have gone missing. Also one had been changed to something totally different Only myself has been creating reports Thanks
Require a Technician before request resolution / closure
Is there a setting available to enforce a technician to be assigned before marking a request as resolved or closed? We often have requests get marked as resolved or closed without a technician being assigned. This creates numerous problems and requires looking at history to see who marked it as resolved/closed. Thank you, Erick
Hotfix 8015 released
Dear Customers, We have released our hotfix 8015 today. Customers can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of issues fixed in this hotfix https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8015 Thank You Regards, Arun Kumar - Tech Support Lead ManageEngine- SupportCenter Plus Direct Number : + 1 408 352 9115 X 7213
Password Reset feature not working for domain accounts
I can share and allow local accounts and the password reset feature under the Access Control settings works fine, but when I share a domain account, the password reset feature fails every time.
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