ADSS App Mobile force user to use Code validation
Hello Team, Currently we're using ADSS with option send link access to unlock and reset, but this is not enable on app mobile. When we try to unlock/reset from ADSS app.Mobile that send a email with CodeValidation and not the link like webaccess. Any ideas? thks,
I can't see output of network scan
Hi guys; I work on SDP 9.2 and trying to scan windows asset in whole of network. I use AD admin user and in popup windows show me the correct number of windows assets sucsessful. and everything is OK. **** BUT when I return to Asset Tab, I have a few number of assets!!! You know, In scan prosses in popup windows, shows the 50 number of Assets but in Asset tab show me just 17 ! I check all of sub menu like "asset in use", "asset in store" or CMDB tab , but I can't find anymore I can't Use agent
Need help setting up ticket Queues / Buckets.
Hi All, HELP! We currently have the time to start setting up SDP for our users after two years of having SDP. Issue is we have 3 - 4 teams in IT In-house build application support In-house build application Admin In-house build application Training IT Helpdesk MIS Reporting Is there a way i can setup Queues or buckets where techs can pick up jobs? Thanks in advance for the great advice and tips.
Department master mail
Hi i'm here again for your help. I use 9.2 standard version of the program. I edited users and department. I gave each one user one specific department with a specific department master. I wanted to know if the master of a department can know by mail (by notification) when his user creates a new ticket or if the ticket can be sent by mail to the department master . Thank you for your answers.
SLA viloation
hi, we face an issue with service SLA , some time the user create a request and SDP assign the request to related group by default , the is when the requester submitted the request and the team check the request and related to other group the Tec team reassign the request to correct group and SLA keep send to old assign group ,knowing the request under different group . we need option to reassign the SLA based group or when request create wrong request and assign the request to group and then check
Adding Request Details to Emails Sent From SDP
Is there a way to have all emailed messages include everything that is under Request Details? Such as a $RequestDetails command? This would make it easier to automatically include all of that information in the emails to technicians/groups. I have several templates with different request details for each one.
Import users from Active Directory
I'm running into a problem with importing users from active directory. We have an OU with our accounting users, but we don't want to import every single person from accounting. Is it possible to select an OU but exclude specific people? We don't want to enter users name manually, because as new people are hired, they would have to be imported manually. I would like to see a function where you can select individuals in an OU and have the system remember who is NOT selected so that with a scheduled
PE Builder USB drive corrupt
When I use PE Builder to make a USB bootable drive for the OS Deployer Agent, it loads up DISM and Diskpart as part of its processes, and seems to successfully copy files, but the resulting drive is not formatted, it appears as RAW and is not bootable. This happened on two different machines, both with the Microsoft PE toolkits installed and working. Partitioning/formatting the disks before building the PE makes no difference. I am able to create .iso files using the same buolder with no problems.
Configuring the Pass Through Authentication in ServiceDesk plus MSP
Configuring Pass Through Authentication in ServiceDesk Plus MSP The following instructions will help you to configure Pass-Through Authentication under Admin – Active Directory. This feature is supported only for MSP Requesters and MSP Technicians. 1. Select the check box to activate single sign-on. Please choose the Domain name. You can enable Pass-through authentication for users from a particular Domain/AD forest. For authentication to happen for other domain users, the other domain should have
Problem to create service request after build Build 9229
Dear, I have applied service pack Build 9229 to Service desk then requesters can not create service from service catalog templates although they can create from incident template. After they filled the field and click to add request button just they can see red x icon at the top of the screen like below and their request can’t be created in the Service Desk. Urgent support is required. Kind Regards, Oğuz ERKUL IS Manager Tel. +90 262 318 40 40 Mob. +90 530 150 21 63 Fax. +90 262 318 40 35
MDM iOS devices timeout during automatic configuration
Everything looks good on the DEP side. It's showing that it is connected to the DesktopCentral server and the devices enrolled in DEP are showing up on the MDM DEP page. After I assign a user and the device status is updated to "Awaiting Device Activation" I turn on the device and it attempts automatic configuration but gives a timeout error. This process is all fairly new to me, any ideas on where it is failing and what I should check?
respond to a request. Mail Office365
Hi, I have set up an email account Office365. When we respond to a request we get an error. Exception while trying to send notification for Request ID : 184 Mail sending failed. Can you help me? Regards
MDM on android smartphone (not from Samsung)
Hello Is there the possibility to install the MDM app and have some features available on DC (like Exchange setup) on a smartphone that is not from Samsung? maybe Huawei? We saw that on the play store there are two app available: ManageEngine MDM and ManageEngine MDM for Samsung. The first one works on others android devices? Thanks Stefano
Remove Status Options from Tasks
I have a situation where there are several status types utilized for certain requests, but not needed for all e.g. Open, Closed, Approved for Development, In Process Some Requests wouldn't need "Approved for Development" I've used the "$CS.removeOptions("STATUS", ["Approved for Development"]); to remove that option on the actual request, and it works fine. What I'm seeking is a way to do the same for the statuses displayed in Tasks For tasks that I have set up to fire off in a specific request category,
Send Emails with High Priority Status?
We'd love it if we could have alert emails sent with "High Importance" status. We typically set our mobile devices to only notify us of "high importance" flagged emails, and some alert emails would fall into that category for us. Thanks.
Failed change/delete requests?
Hi there, i am looking for a Report which tells me when and whom tried to delete an Computer Account even when it failed... The Logging on the Domain Controller is configured properly but i cant find this in adaudit. Anyone an idea? Kind regards
Ad Audit File audit - EMC Unity support
EMC Unity is not listed on supported platform page. Does is use same auditing framework as EMC VNX ? Is Unity on your roadmap ?
Reference Custom Fields
I have a strong need for reference based custom fields. On many tickets that have some development type workflows we need to assign not only an overall technician, but also a QA, UAT, and developer roles. It is not practical to maintain a custom drop down list when I have hundreds of technicians and several thousand employees- any of which could be a UAT tester. I really require the ability to validate a custom field value against data in an existing table -- like requesters or technicians so we
Technician's not able to rate Service Desk tickets
We have have some technician's that get the error below when trying to rate closed requests. For some reason some technicians have no problems rating tickets while others get the error message. Build 9211 "User Does Not Have Sufficient Privilege"
Test/Dev Instance of MSP?
What is the stance on being able to stand up a separate Test/Dev instance of our licensed MSP Enterprise edition? Can we do that under our current license as long as it is strictly for test/dev? Thank you
Is it possible to exempt Automation tasks from the Notifications?
Currently when an automated task executes, it sends an email to the same group that receives notifications for all manual request executions. Is it possible to change this? Thanks, Daniel L.
Request to add features to the "Notification Rules"
Hello, The notification rules are a very important to an efficient workflow. Can y'all add some categories for Notification Rules such as "When Request is closed with an error" or some specific notification for when the Execute and Close actions are separated (anytime there is an error with one of the objects). Additionally, it would be very nice to be able to format the messages a lot more. They are difficult to read and don't contain the ability to format the emails very much. Thanks!
User monitoring
Hello Yesterday we used the link to AD in ops manager and it successfully brought through 'all' the users from AD. This has now been running a good 12 hours. When we go into ops manager, select a user, the details of the user are displayed but not a lot else, i.e. no bandwidth usage, sites accessed etc. How do we get this information to show in ops manager? A few of the machines that users log into are virtual ones that do show in ops manager but again when you select the user no information is shown.
Missing Task Tab
Hey All, I have a user that is missing the task tab in a request. Any help on this would be appreciated. She is a technician, and an sdadmin. Jeff Day
Possibility to tag devices when adding them
Hi, I'm wondering if it's possible to "tag" a switch with a custom variable? For instance, when we're adding network devices, we'd like to tag some of them as "Core" and some with "Access". Then, we'd like those with the "Core"-tag to do an interface discovery on, and detect operational status, bandwidth and errors. Using the CIDR/IP discovery, it gets applied to everything, and we do not want to get alarms when an access switch has issues. Thanks in advance. Best regards, Anton
Kiosk Mode
When i run kiosk Mode on the samsung galaxy tab e and charge it the screen gets black and if i unplug it everything works fine again. What can i do solve this problem?
cant change db to MSSLQ ServiceDesk Plus 9.2.2.9
After clear install of ServiceDesk Plus 9.2.2.9 i have problem with change db to MS SLQ. Installed on Windows 2012+MSSQL Express 2014 Log attached. Some text from log "javax.xml.transform.TransformerException: java.io.FileNotFoundException: C:\Mana geEngine\ServiceDesk\bin\..\server\default\conf\login-config.xml (Access is deni ed) at com.sun.org.apache.xalan.internal.xsltc.trax.TransformerImpl.getOutpu tHandler(Unknown Source)"
Unable to start SD server
I've been trying to migrate my test ServiceDEsk to another PC and get this error when I am trying to start server via console: "Failed to start the server. Please refer logs for more details". Log files is in attachment
Adding Multiple Domain in seperate Forests
Hi, I have a question that i have asked to the Desktop Central live chat but till now i got no reply. Is it possible to add multiple domains that are in separate forests. These forests are in separate physical location and i would like to manage the domain from the desktop central. I manage to communicate to the domain controller by installing the agent via direct communication. But i would like to install the domain controller as a distribution server for the other agents within the LAN. Glenn
SQL Query to find all leased resources for a user
Hi There, Could you please give me an example of a SQL query to find all leased assets or resources for a particular user?
Modified departments not reflecting on reports
Hello We are in our 4th week with Service Desk Plus. Many requesters were auto generated and was not assigned to the correct department. We now have created the correct departments and assigned the requesters to them but this does not reflect on any new reports which still shows all requests on the same department. Is it possible to update it?
Servicedesk plus agent not detecting different versions of the same software?
Is there a way to configure the SDP agent to that it can recognize the different versions of a software? For instance, we have Adobe Acrobat DC Standard and Professional but SDP doesn't know the difference between the two. There is a significant cost difference between both software versions and this would help us reduced cost greatly. Currently running SDP 9.2 Build 9211 on MSSQL database.
Two website vulnerability questions
SDP MSP 9.0 Build 9009 After setting up HTTPS and installing my SSL certificate I want to ensure the site is protected from known vulnerabilities. I ran my CA's inspection tool and it tells me that I have two weaknesses, 1) RC4 Cipher Enabled - A cipher suite is enabled that is using the weak RC4 stream cipher and 2) BREACH Vulnerability - The server is vulnerable to the BREACH attack For the RC4 issue, I found your FAQ article ( http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/how-do-i-disable-weak-and-anonymous-ciphers-from-being-used-in-https-connection.html
Business Rules do need seem to be working - customer mail disappearing
Hi, As above, we are not able to execute any business rules. I have a simple rule set up to apply when a request comes in with the word test in the subject. The rule should be applied to our only site, should deliver the request to a specific team member and raise the priority to high. None of this is working. I have set turn on cascade execution to on, and tried the override request function. Nothing works! Appreciate any thoughts!
Windows App for ServiceDesk Plus Released
Dear Users, We are happy to announce that the native Windows App for ServiceDesk Plus is now available. The app can be downloaded from, https://www.microsoft.com/en-us/store/apps/servicedesk-plus-it-help-desk-software-app/9nblggh4smjh Technicians can now access ServiceDesk Plus on the go using their Windows Mobile Phones with this App. So Create, Update and Resolve tickets anytime from anywhere. We believe, this App would help you 'Respond' and 'Resolve' tickets faster. The key features of
survey results - support rep divided by number of surveys
hi, is it possible to run a report on surveys based on support rep, but have the total divided by the number of completed surveys for that support rep?? at the moment we are unable to determine the results by using the report and instead need to look at the survey results themselves, surveys have two questions out of 10, so a top score of 20 per survey. the problem is that when looking at the report, the results could show like the below: person 1: 97 person 2: 22 person 3: 100 person 4: 19 this
Formatting of Excel Reports
Is it possible to change the format of the excel reports - font, background etc? We automate several reports via a schedule so it is not feasible to generate the report, format and then redistribute, we would ideally like to format the report within Service Desk.
Software installed report by user (not workstation)
I am looking for a software report that will show me a particular installed software by user (not workstation). Such as "Tell which users have Microsoft Office 2016 Professional installed"
After deleting technicians on SDP, still technician exists!!
Hi, So at work, i noticed that some deleted technicians are getting requests and they are also getting assigned by technician auto-assign. Does anyone know how to delete them totally from the system? My guess is it's somewhere in the database.
Notifications
Hi, It is possible to customize the notification, unless the system for more than 25 \ 50 \ 100 unassigned requests? This is really necessary for the coordination of requests. Thanks!
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