Standart and custom variables in mail/sms templates
Good time of a day. Can I use e.g. Technician Mobile Phone number or custom field value variables in mail/sms template like i use $Title, $RequestId and other? For example: Ticket registration template Dear $RequesterName! Your ticket was added. Engineer who will solve your ticket: $Technician (Mobile phone: $TechnicianMobilePhone) Is this possible? Best regards, Alan
Project feature requests
1. Ability to copy an existing project to a new one. 2. Projects list - be able to just see my projects and define views similar to Requests. 3. Make the "Priority" list different from Requests. 4. Clear out date fields. Thanks.
Service won't start
Hello, I did an upgrade to EXC Reporter Plus to version 5.1.6 and then i wanted to upgrade to the last version 5.1.7 , but i got an error witch you can see. I wanted to return to previous version, but I am geting an error that update was corruptued, did restore of backup I made before update, but service wont start at all, well it starts for 10 seconds then it stops. (I have the same update error with OP Manager, but servers works fine, just won`t do the update) Can you please help me? Kind regards,
Report Feature Requests
1) Ability to alphabetize/sort the Report Folder List 2) Ability to make nested folders 3) Granularity in security permissions to view/edit/create/delete to the report folder level 4) Ability for the filtering to be customized and run by technicians who do not have the ability to edit the reports. Minimally it would be nice if date ranges could be set without requiring report editing permissions Under the current model too many people require reporting editing permissions-- if its this open you end
Styles in solution editor (HTML or HTML-like)
We are trying to get some consistency of style across the solutions that are shown to requesters in the self-help portal. I was expecting that, as it is shown on a web page, you would be using an HTML editor that allows the selection of heading tags for solutions, but it appears that it's just rich text. Although a proper HTML editor would be best, the key requirement is for some simple pre-defined styles so that headings of several different levels (complete with appropriate top and bottom padding)
Reports
Require a way to setup filters and parameters in the Reports. Right now there is no way in the ServiceDesk Reports. Unable to integrate to ManageEngine Reports or Zoho Reports. Would like to be able to select Users in the Report showing Assets by User.
lending assets to users on a temporary basis
Hi What will be the most efficient way that we will be able to lend out i.e. laptops to users and there should be a record that its borrowed out and also when its due back to the IT department both user and tech should get a email, or just tech either or. Thank you
On behalf of - Param set to "Department" - user cannot see requesters from the Department assigned
Dear all, We have activated on behalf of functionality with parameter set to department, and identified that users cannot see any other colleagues in their department, even if several users belong to the same Department from the AD extract. It's simply blank, and changing department name in the CI tab doesn't do the trick. Another question I have is if the Managers of a department are also included. Most of the times, people open tickets on behalf of their Managers. Kind regards, JS
PMP timezone
I installed PMP, I found the time of audit log is using GMT instead of my local time. How can I change it to my local timezone (HKT GMT+8)? Thanks!
Does PMP supports SP initiated SSO or IDP initiated SSO
Hi All, Am using Password manager pro as service provider along with our Identity provider. When I tried SP initiated SSO , it got failed and in logs its showing "" response from the idp is expired. please check the pmp server time "" . After that I checked my IDP time and PMP Server machine time and both are same. Still it is showing the same error. And am having one doubt that it supports SP initiated SSO?
How can configure NCM
Hi, I recently made the upgrade to version v12.2 of OpManager. I would like to know how configure the credential for backup Cisco configuration on NCM. I need the parameters for TELNET / TFTP Protocol on "Apply Credentials" Options - Primary - Additional I try but not work. Thk soo much
Using Desktop Central for remote control within Service Desk Plus
I thought integrating Service Desk Plus with Desktop Central caused it to automatically use Desktop Central's remote control but that doesn't appear to be the case. We want it to use Desktop Central for all remote control. It does work if we click on the Desktop Central toolbar, find the workstation and get control, but we really want our technicians to be able to get remote control directly from the link on an incident or request.
Monitoring files older than x time
Hi I use manageEngine Applications Manager 12. We have a directory on a windows server where files are being placed any time of day. These files are moved when they have been processed so the directory should always be empty. Files in the directory should never be older than xx minutes. Is it possible to monitor and get a warning mail when the oldest file in the directory is older than 15 minutes from current time? I have tried this with Custom Monitor, File / Directory Monitor but have not succeeded.
Cannot integrate ServiceDesk Plus with OpManager
OpManager version: 11500 Servicedesk plus version: 9103 I'm using self-signed certificate for OpManager and 3rd party valid certificate for Servicedesk plus both running https. I followed this article to set up the integration; but I encounter an error asking to check if ServiceDesk service is running Please help me get the integration working. Regards, Alireza
SDP&SalesIQ
Hi,Are there any options for the integration of SalesIQ to ServiceDesk Plus? Thanks!
Need a AIX Agent to collect Asset data
We are trying to create a AIX Unix extraction that will send server data to our ServiceDesk Plus server like we do for all Windows and Linux computers but have not been successful. Do you have a AIX agent in use that may have been created and or used that I can not find within SD? If you do not have an agent I need help to troubleshoot why it is not collecting data even though it seems like it did send it. This is where it's sending xml file: hostName="TXBMEFTWP01" portNo="8080" protocol="http"
Adding Notes Column to existing reports
Hi I have a report I have an existing report that I would like to add a column for for notes. Using postgresql please see below for existing report. . SELECT cd.CATEGORYNAME AS "Category", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", wo.TITLE AS "Subject", wotodesc.FULLDESCRIPTION AS "Description", urgdef.NAME AS "Urgency", ti.FIRST_NAME AS "Technician", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status",
Disable the Description Field
Hi folks, Some time ago I submitted a feature request to be able to have a field that was just a label, allowing us to put any amount of text onto a form. While I await that, I'd like to use the description field for that purpose. The idea is that the description will hold a list of policies ending with "By submitting this request you agree to the policies above." However, I'd like to disable the Description field from being edited via the Field & Forms and Is this possible? Thanks, Adam
Is it possible convert an incident to a Service Request automatically?
I known an incident can be changed into a service request by click a action in the request detail page. My question was: Is it possible convert an incident to a Service Request automatically? For example： When incident request‘s category is "hardware fault", then convert this incident into a service request with the template named "Hardware replace apply". Thanks
Unable to assign a ticket to a technician when i am in the ticket.
I am unable to assign a technician when im inside the ticket. The groups and technician selection popup box comes up fine, but i am unable to hit enter to accept. this is happening in IE, Chrome, and Firefox. Any suggestions? -shane
Requester does not exist
Hi, there is a problem when user want's to create request: Requester not found. This happens only when the user name and last name is spelled with Cyrillic letters(with space or without the first name and last). Please see the attached file. SDP version: 9.2 Build 9235
Worklog Report across all modules with Account
Hi, We need a report that provides all worklogs from all modules (requests, changes etc.). We have found reports that do more or less what we need from other forum posts, but they do not include the 'Account' field which we require as we use the MSP edition. Does anyone have an MSSQL query that will provide us with this information? The columns we would need would be as follows as an example: Module ID Module Account Title Created Time Technician Time Spent 1 Request Company Remote session with customer
Service Desk MSP
Hello, You have two mobile apps for ServiceDesk+ and for ServiceDesk MSP In your mobile app for SD+ you have a TASKs module, but there are no such module in mobile app of SD MSP version. Why? For MSP companys it is very important for filed engineere to see and edit tasks in mobile app. Is there are any possibilities to see/edit tasks in MSP version on mobile devices? Thank you
Business Rules are not being applied to a custom Request Template
We have created a custom Request template. None of the business rules that we use work on requests submitted with this template. How can this issue be resolved?
ServiceDeskPlus: Windows or Linux VM
Hi, I'm going to deploy ServiceDeskPlus on new virtual machine (HyperV) What is the best OS for this application or it does not matter? Thank you
Inventory shows wrong software
Hi, Few days ago I installed a new sw on my workstation and uninstalled after 10 minutes, but it stuck in the inventory. The inventory scan not remove it either. Have you any idea what's causing the fault? How can I remove the wrong sw data? Regards, Ferenc
Manage IT assets
Hi, i have a question about how to manage it spare assets like cpu, hdd, psu, mb, etc in servicedesk plus. how import and manage and monitor them in SDP? thanks
Ingresar con mi usuario administrador del Dominio a la consola administrativa
Buenas tardes Como se puede configurar para que mi usuario del dominio pueda ingresar a la consola administrativa de ADSelfServicePlus
Rebranding Agent Icon
Is it possible to rebrand agent icon in DesktopCentral9?
Recurring Holidays
On the recurring Holidays, is it possible to say for example the 4th Monday of the month instead of choosing a date because as it stands, some holidays change depending upon the weekday. Please help. I don't want to have to manually enter the holidays each year.
OpManager unable to select partition detail of device (%) via SNMP protocol
Hi, OpManager version 11 installed currently My server SNMP traps and SNMP credinatals are properly setup. And servers able to rediscover / update the status through WebGUI. But I unable to see the "partition detail of device (%) via SNMP protocol" while I want to add new monitor. Any idea?
Unable to view the phone number
Hello, I'm unable to view the phone number of the phones from the Desktop Central server. I only see the error message 'phone number is not detected'. I've read the KB article. The status displayed is the phone number of the phone. This is a very important feature, any ideas?
[Free Webinar] Granular Password Policies for different users in Same AD Domain
[Free Webinar] Granular Password Policies for different users in Same AD Domain Organizations have always wanted the ability to set different password policies for different users in the same domain but even Microsoft’s fine-grained password policies have fallen short of this expectation. Join Derek Melber, AD MVP in this live webinar to learn how to deploy granular password policies for different users in same AD domain with the next-gen password self-service management system. Date: 14th December
Cannot find deleted template
Version 12 of Central with Probe (Enterprise I believe) - So I made a new device template, Windows 2012 R2 server, and associated it with MIB .1.3.6.1.4.1.311.1.1.3.1.2 and tried to assign it to a couple 2012 R2 servers. I couldn't get any monitors to report back anything in inventory afterwards though, so I deleted the template and tried to re-create it, but I when I do, I get the following error: .1.3.6.1.4.1.311.1.1.3.1.2 OID is associated to [Windows 2012 R2,] Templates. Configure Custom OID
Old binaries
Hi When upgrading I want to temporary land my data on another instance of PMP. But I dont have the old binary so I cant install an older version (which I currently have in production). Is there a repository available with the older versions somewhere? BR, Staffan
Business Rules
Hi, Is there any way to set a rule that only runs on certain days ? We have a list of system generated (Preventive Maintenance) tickets that get created each day, but over Xmas our business will not be operating, and we'd like to get these automatically created tickets to auto-close for a few days we are not in....is there any way to script this or is there a rule we can use to address this condition ? A
ManageEngine Customer Support is Experiencing a Slowdown
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
ManageEngine Customer Support is Experiencing a Slowdown
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
Manual AdauditPlus and Netapp Filer (cDot)
I wonder if there are any manual how to configure NetApp Filer with clustred DataOntap (cDot) version 9.0? The manual in the program is not for cDot since the cifs options dont apply to cDot 9.0. I also wonder how AdAudit Plus knows which user to use on Netapp? I have tried doing it according to different manual I have combined but I only get: "Error in getting Shares, Access is denied - Error Code:5" Hoping there is a much newer manual! Thanks /Catherina
License File
Hello!! I've the Manage Engine Service Desk Plus MSP and it's working fine. But, when I'm licensed my portal I insert the file that allows just 15 technicians. I created a new license file, but I don't know how to put it in my server. Someone could help me? Thanks a lot! José Luiz Milanezi Sinestec - Brazil
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