Showing Tickets to Email Group
Hi there, In our organization we terminate people through ServiceDesk. We also copy an email group in the "E-mail Id(s) To Notify" field. I've created a group in ServiceDesk called Terminations that can see the Terminations template, but I'm trying to get it so everyone in the ServiceDesk Terminations group can click the email link and view the ticket details and attachments associated with the ticket. What we get instead is the "Request does not fall under your permitted scope" error. If someone
FAILURE Site with same name already exists. Please provide a different value
Hi, We are getting the below error message after deleting a Region without deleting the sites first and trying to add the old sites again to the system FAILURE :Site with same name already exists. Please provide a different value. Can anyone please advise how to delete the old sites from the Database as they are not showing in the web console? thanks in advance
No Data Found
Recently when using EventLog Analyzer 7, when we click on a particular service, event, count, etc. Anything that would bring up the detailed pop-out window, the pop-out window says "No Data Found". Regardless of time frame or range, same thing for everything.
Poor Autonomous Systems recognition
Hi, As you can see on image below, everything except Google is wrong. Is it possible to fix this? I thank you in advance.
Form Customization - When preferable to User Custom Fields vs Resources?
Dear all, When should I use Customized fields and when should I use Form resources? I understand that data types like drop down list can only be done with Resources, but in general, if the field is a text field, is it better to use it in a custom field or as resource? Kind regards, JS
JBoss or Tomcat?
Hi, SDP MSP uses Jboss or Tomcat?
Email Submitted Tickets | Default Template
Hey All, Email Submitted tickets use the Default Template and I know all tickets coming in via email are set to a Request Type of Incident. I am looking for some documentation that outlines this. Is there anything in the Admin Guide or anywhere else for that matter that explains this? I am looking for this information so I can provide it to the project team. Thanks! Jeff Day
Technicians cannot see the parent ticket of a task they've been assigned to
Dear all, In our organization, we would like to give full overview of all tickets only to the Service Desk - 1st Level support. On 2nd Level support the technicians should only be able to see/edit the tickets assigned to their group. The exception will be of course when a task is assigned to that technician. He/She will need to see all the information of the ticket, which can be assigned to other group, in order to successfully complete the task. Kind regards, JS
Inquiry : Change Associated Ticket to Incident
Hi, I wan to inquire Subject : Status of Change Ticket associated with Incident Ticket For an associated ticket of Change with incident, will the change status trigger the Incident status to be close ? If there is non, is there any automated flow of Chnage status trigger incident status to be updated with resolved ? Scenario : 1. Requester raise incident request 2. Technician Raise Change Request 3. Once Techinician Update with a. Rejected >> Incident status update with Rejected b.
Presentation Setting
Good day, Can you add formatting options with templates or services? In the attached picture you will notice that Requester Details is withing a blue ribbon. I think it can be useful to be able to add such borders or ribbons in complex templates so that required information can be grouped logically. Thanks,
Custom Dial
Hi There I wish to add custom dial with Fan Status I found the OID Object : .1.3.6.1.4.1.43.45.1.10.2.6.1.1.1.1.19.10 In the MIB browser works fine: h3cEntityExtErrorStatus.10:-->fanError(41) When I add the monitor in my device template how can I add in the units field to see the status like an error? If I add % I see the status green with 41% value Thanks
NCM Telnet custom Port
Hi There How can I create a NCM Telnet credential access with different port than 23? Thanks
End to End E-Mail Monitoring
Is there any way to sent up end to end e-mail monitoring with Exchange Reporter Plus? I would like to verify that messages are successfully sent/received from our internal Exchange servers to the internet and vice versa.
Monitor Admin User's Activity
Dear Support, We need to know on how to monitor admin users activity specially when there is an unauthorized unmanage of devices. There is a certain log that we can look at? Please assist. Thanks, Ryan
Re-order Reports folders
Hi - recently a new folder has appeared at the top of our reports folders - Reports on Projects. As we don't use the projects feature, could we send that folder to the bottom of the list?
Service Request Does Create Tasks After Approvals
We are running version 9.110 with MS SQL. We created a service catalog template and have the following work flow configured. Two levels approval All approvers have to approve the Service Request Send Approval notification automatically when a Service Request is raised Do not assign technician before Service Request is approved. There is NO SLA assigned Automatically trigger tasks once Service Request got Approved. There is one task configured and assigned to a specific technician When the incident
Group import via csv and Groupname with special german characters
Hi there, right now we have some trouble to import groups when the groupname contains speciel characters like Ä, Ü or Ö. These are special german characters. If I create the group via the normal website it works. Any hint, how we can import the groups with special characters? Thx in advance! Cheers Tom
WoL Pre-Requisites - Multi Site
Hi All, We're having great difficulty getting WoL to work with Deployment Policies and patching. Our setup is a 10 site WAN and a central server. Some sites have a distribution server and some sites only have a few PC's. Are there any requirements for WoL to work for sites where all the PC's are turned off? I heard a rumour that at least 1 PC in a subnet must be turned on to relay the message from the server. I.e A Desktop Central server in 1 site, cannot wake up machines in another subnet on the
Complimentary webinar: Reinforcing IT security with privileged account management
Join us as we explore strategies to combat cybercrime and reinforce IT security. Date: December 1, 2016 Time: 1) Australia - 2:00 PM to 3:00 PM AEDT (Register here) 2) United Kingdom - 10:00 AM to 11:00 AM GMT (Register here) In this webinar, we will cover: 1) The access points through which criminals can enter your IT kingdom 2) How to identity thefts and sabotages 3) How privileged account management can protect the door to your IT kingdom 4) A live demo of Password Manager Pro
Setup BusinessRule for ManageEngine ServerDesk
I created a rule runs automatically and installed automatically as shown in the picture. My problem is in the monitor Request Details have market Asset (s) and I am wanting to install automatically for the Asset (s). But in drop Perform these actions I don't find Asset (s) to install automatically for it. Please help me for this problem. Thanks so much
Adding Project Report on the Dashboard
Am trying to figure out how to configure the dashboard to be able to accommodate more menus instead of the three (Helpdesk, Problem&change,Assets. Is this possible?
how to create hsitorical backlog chart?
hi, can you help in creating a simple chart showing number of open tickets on specific day for the last month? x-axis = 2 Nov, 3 Nov, 4 Nov, [....], 2 Dec. y-axis = number of tickets being Open at specific day /alexy
Assets - Auto Assign Asset
Hi, We are having issues with Auto Assign Asset: - When we use Auto Assign Asset it assign the User and the Department and leaves out the Site. - Doing it manually and assigning an asset to a User it will fill out User, Department and Site. When we run report for asset by user and site it provide us with incorrect information. We have over 250 asset we can not put them back in store and assign them one by one manually. Please any help will be appreciated.
how to restore analytics plus?
Hi, Can you please provide us what is the restore procedure for IT Analytics plus?
SD plus on hosted service
I have a website hosted on hostgator. I'm wondering if it's possible to install SD Plus on the same hostgator server and access it via a subdomain. Is this possible? My other option would be running it from my own web server.
BD SERVICE DESK PLUS
when I first choose the type of database to use, for example I choose SQL, as I can see after installed the tool if my data is being stored in SQL or POSGRESS? if I choose SQL, backup application that does what it's worth?
GUI: Free unused space below list in asset module
Hi, is it possible to use the free space below the asset type list (in asset module) more efficiently? (the height seems to be fixed!?) (in any browser!)
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
Next Page