Slow search in Asset module
Hello to all, after upgrade our installation to 9231 we have experienced that searchs from search bar in Asset module are very slow. Could you give us any solution? Details of our installation: SDP 9231 Build W2012 64 Bits SQL 2012 Thanks in advance
Report Required for Technician
Can I have the following report please: I have a technician 'Hardware' If a request/complaint is made against suppose, workstation 'PC-2013' and assigned to 'Hardware' I want a report that shows all requests of this workstation that have been assigned to 'Hardware' ONLY. If possible I would also like the number of days between the requests. Example PC does not Boot 11/2/2016 RAM damaged 12/2/2016 30 ( days after the previous complaint) The day count is secondary. But the remaining details such
Custom View - Is there a way to specify "me" to save having a view for every employee
Hi Supportcenter team, hope you are all well? I was wondering that now we are taking more advantage than ever of doing some in depth reports for our customers on items OnHold awaiting a response I wanted to set up a view so that I could see the Open and OnHold calls assigned to me within a Custom View. I want each member of the team to have this view but it means that each one of them has to add a view to themselves or I would have to make a custom view for each Support Rep as I would need to specify
Custom field for more than one person
We'd like to be able to create a request form where someone can be listed as the requester, but we could also select multiple people that could be potentially affected due to the request. This is not a request to have more than one requester. We'd like this to be similar to the "Assets" field where we could type in names and using what SD imported from AD, it could resolve those names and put them in a list as similar as pictured. Is this possible?
preventive maintenance tasks
Hello, I wonder if it is possible to work with variables in preventive maintenance tasks This is because we have some maintanance tasks that repeat them selfs every month but the subject should change with it (for the %Month% / %Year% Now we do this manual but we wondered if its possible that the preventive maintenance tasks can use variables in the subject Thanks in advance.
Resolve - Not Close
Hello I have just finished an ITIL course. We were told that incidents should be marked as "Resolved" and then "Closed" in an agreed amount of days (via the automated closed rules). The actions tab on Service Desk Plus only includes Closed. Is there a way of choosing what is shown? I want to be able to easily select resolve on the tab, rather than needing to edit the incident and then select the option. I look forward to your response. Mark
Request Closue Code
I would like to be able to make a closure code mandatory to close a request. Is there any way to get this done? Current Version 9.2 Build 9231
version 9.2 Leave notification ERROR.
Hello Dears, in build 9009 this issue was fixed as i know. But now , have 9.2 version, and got same issue that was fixed before. Leave Added/Updated but the mail notification have failed. Need to notify the users manually. When canceling leave it says : A problem occurred while sending the mail notifications. Leave cancelling could not proceed. Please try again later. Please it is urgent, we are getting closer to choose this product, by testing it for 3 month allready, but again we got failure ,
place to put file to download
Is there an established place (folder under ServiceDesk) to put files that can be downloaded (eg. User Manual) from Portal Usage section? Thanks
ServiceDesk Assets software list not updating
Hello, When we uninstall software from computers, the software list for the computer does not update. If you run Scan Now on the computer it still don't update. We use the ManageEngine Agent on all workstations. This is missing up reports for software licenses. Thank you
Convert Incident to Service Request
I am having an issue when converting Incident to Service Request. If I select "overwrite" then I lose some data that I want to keep ( mode and site ), but if I do not overwrite I don't get my default items like Category, Sub-Category, Item...... I would like to see an option to overwrite only fields that are blank. Or something similar.
OpManager 11600 SSH monitoring "no matching key exchange method found" on client
Is anyone else getting "no matching key exchange method found" in their Linux monitored devices auth logs? I believe recent versions of OpenSSH come configured with Logjam protection enabled which takes away the only method OpManager had of SSH'ing to devices. Does anyone know how to get OpManager to step up the methods it uses to talk to an SSH service? I don't believe in crippling security just to get monitoring going again so I'm not considering degrading the settings on the monitored device.
Rest API
how to use rest api to add worklog Does anyone has C# examples
Work flow for task assignments
I am looking for a way to automatically assign all tasks associated with a service request to a technician AFTER the request has been approved. work flow: Template has assigned tasks that "activate after approved Service request created Assigned to tech that manages the approval process After approvals service request reassigned to an engineer that will work the issue/problem. At this point all the associated tasks need to be assigned to the engineer. Before this point they should not be assigned
Ability to reply to latest message in conversation
In Requests, only the "Forward" button is shown below your own messages in the conversation thread. Quite often we will want to make an initial reply of "we're looking into it, try _____" and then follow that up with a "actually, that won't work; after more investigation, try ____" reply. It would be best if the whole thread was kept in the email for requester. In my email I would go into the Sent Items folder and do a Reply To All from there. You can choose to forward and then manually enter
Report on the most common queries in the service Catalogue
Dears, I'm not sure if possible, but would be great to have a report on what were the queries made in search bar of the service catalogue, in order to understand what our users are looking for. Sometimes we provide the service, but due to different search strings, the right service is not displayed. If we would be able to see the search patterns, the Service Catalogue would become much more user friendly. Kind regards, JS
Change search algorithm for solutions
When searching for a solution the results contain every Solution that contains ANY of the search words, so the more precise the search terms are the less accurate the results are (result set is too large). For instance if you search for 'mobile phone add mail account' the search results contain every solution that contains any of those words and are too numerous to be useful. It is more helpful to just search on 'mobile' and sift through the Solutions returned. It would be much more useful if the
Not being able to generate reports when adding to the field "Value"
Dear all, We were unable to generate reports using the criteria suggested by the application, so we tried many others possibilities and still didnt get any result. The values we tried were None, "None", Null, "Null" without success. Can you help us get around this issue? Thanks in advance. Regards.
Reviewing audit logs from DC prior to AD Audit plus installation
Good afternoon, Installed ADAudit Plus and is working. I would like to review the event logs that have been collected prior to the install. We configured log path location. Thanks!
The “New Purchase Order” & “Delete” buttons under Purchase tab page are duplicated after upgrade sdp to 9221...
hi， team Since SDP 9220, if we upgrade SDP again ( for example: upgrade sdp from 9220 to 9221), the "New Purchase Order“ & ” Delete“ buttons display duplicated. please refer to following image: if we continue do upgrade, for example: upgrade SDP from 9221 to 9222 ... 9227, the duplicated buttons are more added one times for every upgrade. (following image is captured after I upgraded to 9222, you will see the buttons are duplicated TWO times.) following image shows SDP was upgraded from 9222 to 9227,
Double Login by Requester
We are running latest version of SDP (9234) and have NTLM Passthrough enabled. Windows users auto-authenticate and passthrough, but Linux and Mac Users get the usual Pop-Up that doesn't seem to accept their username and password, drops them to the login page and then they can Authenticate with just username (without domain\user or user@domain) and get in to find their tickets as expected. However, this strange thing happened... a user logged in with say user@corp.local instead of just user... and
Can you get the User Satisfaction levels in the User Survey to go from "Good" to "Bad" from the top down instead of the bottom up?
Business Rules
Hi, I'm trying to set a business rule to define that any ticket which is created without a group goes to a central pot for assignment. I added and cascades a rule that if any request was created or changed to Group=None it gets assigned to this group, but after sending a few tests to this they just sit there with no group Not assigned. Any ideas how I can fix this ? Andrew
Client close request: problems with link (unnecessary authorization needed)
Hello! We are using MSP SDP ver. 9200 So about the problem. There is a problem (I think so) with closing requests, when clients closing request from email notification link. When request receiving from Main Account, request close link looks like that: http://helpdesk.company.corp/workorder/CloseWorkOrder.jsp?woID=19319&KEY=1479111613673 When client go to this link, he has a new web-window, with the button: "Close Request" If request received from client1, link looks like that: http://helpdesk.company.corp/client1/workorder/CloseWorkOrder.jsp?woID=19319&KEY=1479111613673
CSV Create User - Expire Password
Hello, I need to create users in the system with expired password. I am trying to use the userAccountControl in the CSV, but it does not seem to help. Please advice.
1 SLA definition to rule them all
Is it possible to have the SLA's cover BOTH Requests and Service Catalog or do they need to be set up separately? Ideally I want to set up the SLA under Admin | Organizational Details | Service Level Agreements and have those rules apply to BOTH Incidents and Service Requests. Possible or do I need to duplicate them for Service Catalog? Thanks
Custom settings per support group?
We currently have 16 support groups setup within ServiceDesk & are wanting to customise... Dashboards Surveys Notification Rules SLAs ...just to name a few! (per group) We have several non technical teams using the platform which currently find the current global settings limiting.
Resumen de comunidad de ServiceDesk Plus - Diciembre 2016
Automatically printing reports
Hello everyone, A slightly odd requirement we might have on our network, that I hope someone here can perhaps help with... The goal: To have a report generated automatically every 3 hours showing everyone who logged into the AD in those last 3 hours, and to have said report automatically sent to print. The purpose of this is as a secondary method to log users who are or have recently been in the building, in a stack of paper sitting in the output tray of a printer located next to a fire exit, that
Installation problem
Hi, I have free password notifier already in use and installed on my server. Its latest version 5319. Now I'm trying to install password self service. I downloaded the ADSelfService Plus 5.3 Setup and started the installation. I get message "Click the link below to upgrade ADSelfService Plus to the latest version." and can't continue installation. How should I do the installation?
User attribute on AD can not be imported when it is null.
hi, Can anybody teach me how to import user attribute completely? For example, when I change one user's "Title" attribute from "manager" to "null"(blank) , it can't get reflected in ServiceDesk User information, but when I change it to "director", it can get reflected correctly. Please let me know how to import full user attribute into ServiceDesk. I would appreciate your support. THank you Best regards, Yoshihiro Mochizuki
ServiceDesk Plus / SSO with Dual Domains
Hello! We are running the latest SD+ Build 9235 and would like to use SSO. We have followed the troubleshooting steps but have been unable to successfully complete an automated SSO. I suspect the problem stems from our dual domain configuration. We have a primary domain (CORP) that all users log into natively, but still have the legacy (LEGACY) domain active within the environment. Is there a way to configure SD+ to pass through SSO using the CORP domain by default for all requests?
Serverscheck integration
Hi. I integrate the Serverscheck to OPManager and I want to monitor the temperature in the room. I also want it to alert me when the temperature is high or critical. But the conditions are (Not Contains, Contains, Not Equal, Equal, Match Regex). Please see attached photo.
How to add subsystems to monitor for AS400 ?
Hi , i want to addition new subsystem(s) to monitor on AS400 server but i click "Add Subsystem(s) to Monitor" not show the subsystem name that i want . new subsystem :
Survey configuration
Hello to all, is it possible enable survey only for "Resolved" requests? Thanks in advance
New Approver Options for Service Catalog
I'm using build 2334 with a SQL Server and just noticed all the new options for Approval. My question, how or where do we set those titles? For example $Dept_Approver$, is that set at the requester or are we required to have a field in AD that maps to that or something? Thanks David
SLA
Hello everybody. Interested in this question, tell me. We have two servers in the bundle. How to make what would be in case of failure of one of the merverov not considered SLA
NCM - backup config SHDpassword password change
Hello! I have updated opm to 12 version and i'm tryng to backup router config whit NCM plugin. Backup is ok, i want to save: @EX4300# show | display set | save scp://deviceexpert@192.168.12.14/302_ConfigFile.txt Entering into Network ConfigManager SSHDpassword Enter password for deviceexpert Password: 192,168.12.14 is opmanager machine where i can change the deviceexpert password ????? In general setting of NCM i see this but the password? thanks!
Exchange Reporter Plus Service Pack 7.2 Released
Hello Everybody, We are glad to announce the release of Service pack with the much awaited features and enhancements. Its a big list. So take your time to through them, make sure you plan your upgrade as soon as possible and get the most out of Exchange Reporter Plus. New Features: Real Time Traffic: Email Traffic reports now generate real time data by reporting current day’s traffic in addition to historic traffic. Email Response Time: New report under "Custom Reports" category shows the response
AWS QuickSight or ME Analytics
Hi Everyone, I know that ManageEngine Analytics can be integrated with ServiceDesk Plus to create reports and dashboards. The out of the box dashboards are great, however accessing shared dashboards requires user to login. Have anyone used AWS QuickSight to analyse the ManageEngine Servicedesk plus to get similar dashboard? Or any other BI tools to get similar result? Thanks, Wang
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