How long time have been spent by every support group?
Our support technicians are divided Tier 1, Tier 2, Tier 3 teams, when end user call helpdesk (SDP), our T1 support techincian will remote support firt, if can't fix it will flow to T2 support team - on site support. if still can't fix it will flow to T3..., so many requestments need mutil support team solved it, and I want to check every team's time efficiency every day. need the reporting include, how to generate the reporting? Requestment ID end user Spent time
OpMan/AppMan Central not linking probes
Hey there So I've setup new OpCentral and AppCentral probes and wanted to link the various OpMan and AppMan probes to it, but cannot seem to do so. I remember with v11 it automatically registered with the Central server upon installation, but that seems to have changed. Please see attached screenshot and advise. Cheers, Mat
License Upload Hang
Hi, I got the license for Desktop Central and when i trying to upload, where the page is not going to next page. Please some advise us what to do next. Thanks, Ramesh
Problem with change\reset password for members in "Domain Guest" group of Active Directory
Hi, We have problem with change\reset password for members in "Domain Guest" group of Active Directory. After successful logon in ADSelfService, members of group "Domain Guest" try to change password and get error message "Password Reset Failed! Your account is found missing in Active Directory. Please contact your administrator" How can I fix it ?
Files Renamed are not auditing
Hi, The audits on shares are occurring normally (Creation, Modification, etc.) but the audit of Files Renamed are not registering (No Data Available message). All SACL settings are applied (in Green) in the file server configuration. Any thoughts on this behavior, given that other audits are being recorded normally?
Alert against specific folders in a share and their subfolders?
I'm trying to find a way to have an alert generated when someone alters permissions on a restricted folder or any of their subfolders. These folders don't have their own share directory, but are subfolders in a share. Example: "\\FileServer\Share\Restricted Folder" It seems i can create an alert by filtering out the name "Restricted Folder" but i can't find a way to have it alert on its subdirectories. Is there a way to make this happen?
Help ? No OU Management - GPO Management reporting
Hi all, I've been working through an eval of ADAudit Plus for a client that wants insight into AD changes in their environment. I seem to have had good success setting it up with the provided documentation. I am however running in to a problem with the OU Management/GPO Management reports. They aren't showing any information even though I've made AD changes to test them specifically. They are continuing to show no data available, even after several days of testing and configuring. I have ensured
Mobile Device and LDAP
Hi, we have 2 ldap. When i try to connect throw servicedesk/mc or android app. I can't connect. Any ideas?
LDAP authentication for Mobile App
Many higher education institutions use LDAP quite extensively for user provisioning and authentication. We use LDAP with ServiceDesk Plus and would like our technicians who work on-location and in the field to be able to log in to the mobile app to update requests.
Does Desktop Central support SQL 2016?
Does Desktop Central support SQL 2016?
The user belongs to a site for which you do not have access
When trying to create a request for a specific requester I get this error. The requester has these symbols in his name [ ] Would this be the issue and how could I resolve it? The department that doesn't exist in the sites of SD+ is written between these brackets. I am running Service Desk 9.2 Build 9211 with an MSSQL database.
Suggestion for Feature - Ability for Offline Patch Deployments with Notification and User options.
I'm proposing to have locally cached deployment option. We have users that take their laptops home every day and even for weekend. Having ability to cache patches for installation on their machine while they are not building and give them option to when to apply them. Here is a quick scenario how that would work. User is scheduled to get patches on Monday Morning between 12am a - 10am. They take laptop home on friday and don't come back into office until 9am which only leaves 1 hour of deployment
Using Real User Monitoring in Applications Manager
Hi All, Is it possible to have Real User Monitoring like site24x7 RUM in Applications Manager? https://www.site24x7.com/real-user-monitoring.html https://www.manageengine.com/products/applications_manager/end-user-management.html Regards, Corné
Desktop Central Agent Query
When installing the Desktop Central agent on some of our Citrix machines, we are seeing that the agent is sat in the system tray and when scanning a window will pop up. This isn't behaviour we have seen on other machines, is there a configuration option we can apply to the agent to prevent this? Agent version is 9.2.045.W
Jump To
Hi, We're using ServiceDesk Plus and trying to figure out if the Jump to can be amended to include shortcuts to our own business links or apps ? I understand it's for integration to other functions and tools of the ManageEngine suite, but it would be useful if we could customize that OR if there is another way to add shortcuts to say , our SharePoint sites and apps ? Has anyone managed to figure out if this can be configured to our own needs ? Andrew
Upgraded to latest version of SDP, Can not use Desktop Central quick menus
I cannot use the Desktop Central quick menus. I get a blank page return.
Request for information
Dear Support , Kindly provide a list of the differences of below two methods : 1- ServiceDesk installed on Cloud (AWS, Azure, … etc) which will include all features 2- ServiceDesk On-Demand (Hosted with ManageEngine) CMDB Feature has a lot of limitations
ExchangeReporter Plus 5173 released with Compliance and CPU and Memory Monitoring Reports !
Hello Everybody, We are glad to announce that ExchangeReporter Plus now supports reports on Email Compliance, CPU usage and Memory Monitoring in its latest build - 5173. New Feature: CPU and Memory Monitoring: Monitors and reports on the performance of Exchange entities such as CPU and server memory. Compliance Reports: Provides compliance assessment reports based on industry regulations such as SOX, HIPAA, PCI, and GLBA. Enhancements: Data gathering for traffic logs can now be automated on an hourly
Setting Resolution in Service Request Template
Incident Request Templates allow you to pre-set the Resolution so you can set the status of a request to Resolved ahead of time. I am looking to do the same for an Service Request Template. Obviously the Resolution field isn't available so I am looking to use Field & Form Rules with an On Form Submit rule that executes a script. I can't find the $CS.set command for Resolution. Anyone know the script command to set the Resolution? I am going at this the right way?
All UserReport wWWHomePage attribute missing
Anyone know how to get the AD wWWHomePage attribute in the all user reports. its not in the Add \Remove options and when I try to add the attribute manually it says "attribute is already in the user reports"
Problem with notification
Hi, I have problem with Notification Rules. When I chose "Acknowledge requester by e-mail when the request is updated" and try to change some fields (status, description, subject, etc) of request, I dont get any notification. What reason can be? Also, I create new field with type Date. And I want send auto e-mail to creator of request, when this field will be change. How do it better? Help me please.
No Data Found after updating to Version 11.2
Hi, after updating the system to Version 11.2, Build 11026 I have a problem with my custom reports - No Data Found or no data to display. The same message I see when use the search function - No Data found. It used to work before the update, and I can still get my reports if the date is before the update. Database is POSTGRES and from what I see is responding to my requests. What else I can check and how to fix this problem?
Mail fetching and mail sending issues faced by Office 365 users.
Dear User(s) Due to an update in Office 365, couple of our users are facing Incoming and Outgoing Mail issue. If you are one among them, please follow the below steps to fix it. Error message in UI: If you stop the fetching and click save you will get the below error message. FAILURE : E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate Error trace in logs: ( Present under <ServiceDeskPlusMSP>/server/default/log)
9202 - System updates rocket Icon
Hi All, We upgraded from 9201 to 9202 over the weekend and we now have a rocket icon (tooltip: System Updates). Can anyone enlighten me as to what this is for as I can't see it mentioned in the release notes. At the moment, when I click on it I just get a blank box. Many thanks.
Two or more Accounts in SDP MSP and one Active Directory
Hi, We have one Active Directory Domain and we have some Coworkers (another companies in our office who rent workplaces) which have user accounts in our AD Domain (for access to our service systems). In the SDP MSP is their AD user accounts must be mapped to a separate Account. But, I can't add domain to their Account, I get error message "FAILURE :Domain with the same name already. Please provide a different name." LDAP authentication\Local authentication we don't wont use, because we need map Requester
Planned maintenance of our US Data Center: December 23rd to December 30th, 2016.
Dear Customers, As a part of our annual infrastructure maintenance, we are upgrading our US data center infrastructure from Dec 23rd to Dec 30th, 2016. While we carry out this upgrade, we would like to inform that Mobile Device Manager Plus - Cloud edition, as well as other Zoho services, will be fully operational. We do not expect any major interruptions and you should be able to use all our services during this upgrade. We will update this forum post once the data center maintenance is complete.
Request Tab - Custom View Permissions
Can we add Role permission to hide Custom Views that are are only used by certain Sites or Support Groups? We have two sites, and both sites can see each others Custom Views (though when you click on the other sites view, no tickets are shown). It would help decrease View clutter by not allowing both sides to see each others Customer Views in the Drown Down list for views.
how to make the bill of work
Good afternoon! I ask to help, someone can met! Whether in the service desk plus msp version it is possible to make the statement of works or the report in which it is possible to insert a HTML form, and in the necessary fields to insert variables that data undertook from service of a desk? In the SupportCenter Plus version it could be made!
Job Sheet Customizer
Good afternoon! Say Job Sheet Customizer feature is in the version of service desk plus msp?
Incomming mail settings problem
Hi, I have implemented your service desk plus trial solution, but I have experienced problems regarding email incomming connfiguration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but Its just not authenticating with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyhing that can possibly be problematic http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a server
Generate Device Template from MIB
Hi, I was wondering if it is possible to create a device template from a MIB file? Sure, I can create a custom device template adding all the OID's by hand, but it would be nice to have OM create all the monitors from the MIB file. Is it possible? Regards, AJ
My Tasks \ Add filters
You can add a filter to display tasks on the main page (/HomePage.do)? By analogy with the requests. Either add the ability to switch to an alternative \ expanded view. There is "Show all Tasks" (/TaskDetails.cc), but the technicians more convenient to have general information in one place. This panel is less thought out and informative. Thanks!
Service Interruption - Limited Support
Some of you may have experienced slow customer service over the last 12 hours or so. Yes, we have an issue and I want to give you an update. A severe cyclone Vardah hit Chennai on Monday, December 12th and passed over the city several hours ago. All offices and schools in the region remained closed today. Zoho’s Chennai office was also closed, with the exception of our customer support staff who came in before the storm hit. However, customer support has been spotty as communication links have been
Work log search
Hello, Is the work log area searchable? Many of our technicians include in the work log what utilities/programs they ran to solve a problem, but they don't want that information visible to the requesters (hence why it's not entered in the description/resolution). I've already read that the notes area is not searchable at this time. What about the work log?
Work Logs
Dears, i would like to know if we can have a report where the work log for each technician will be calculated, in case i need to calculate the time spent on resolving tickets per technician as per tickets work log not started time and ended time.
To be assessed SLA breached
Evening all, I'm looking to build a report, so that i can view the to be assessed which have % of the number of requests that have had a 30 minute SLA breached. This would be for a specific group servicedesk. If possible can i set it for the current week Thanks
Error in SNMP polling Barracuda Spam Filter
Hi All, I'm trying to create a device template for a Barracuda 600Vx and have some issues with the polls. Using the MIB browser I get an error stating: "Request failed or timed out. Response PDU received from **.**.**.** Error Indication in response: There is no such variable name in this mib. Errindex: 1". If I use Paessler SNMP tester I get a correct response using the same OID. After a Wireshark trace it seems that OpManager is adding a trailing .0 to the OID. Paessler is querying .1.3.6.1.4.1.20632.2.3
WAN Agent
I am having some trouble pushing out through DC the WAN agent for our mobile laptops in the field. Is there a certain port that needs to be opened on our firewall for this to work? Thank you Darren Moffatt
CustomLogin.html
We are working on customizing our Self Service portal and my web designer was curious as to why changes made to CustomLogin.html never get loaded. Appears that domainlogin.html and CustomLogin.html are the same page. Just curious if there's a more direct way for him to edit these pages or is it restricted due to security. Thank you.
Custom Dashboard layout
We would like the ability to re-organize the dashboard or add additional dashboards so that we can highlight various types of real-time data. Currently you can add reports to the dashboard, but you can't change the layout or organization so that your custom items go to the top of the screen.
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