Off hold date
Which table stores the future date set when using the on-hold? The workorder history has this date in the 'description' field, which includes various other data. Is there a specific field which contains this data?
Creating ServiceDesk report showing the SLA compliance and violation trend using Analytics Plus
Creating a ServiceDesk report displaying the historical backlog trend based on priority
Tasks not Created
Hello, I have a default request template with several tasks that should trigger automatically. When I Create a new Incident the tasks are not generated or triggered. What could be the issue.
Service Request Approver Greyed Out
Hi, We modified a user\requester so they can Approve IT Service Requests, but now they have changed role and should not be approving them. We tried to untick the field but its greyed out. Is this a known error or something we can fix ? It's just greyed out, we dont get any messages when trying to untick. Any ideas ? Andrew 9120 SQL
Unable to send notifications - Mail Server
Hi Guys I have been unable to configure the Mail Server despite having the our exchange settings. I've tried quite a number of solutions in the forum to no luck. We're using Office 365 for our Exchange Services. I have attached the support file here. Please assist.
Using Opmanager on android
Dear ManageEngine team I already installed OPmanager on my system, how to using Opmanager app android ? please guide me step by step ? Thank you so much.
Different password stored - Discover Resources
Hi, Im having a problem to resource discover and it automatically stored the wrong password compare with the workign one. Do you face any problem similar like this? Thank you
Start reply in email body instead of "To:" field
Is there anyway to do this? See subject of this post. When replying to a request, the "To:" field is already filled. Is there any way we can change the rich text editor to always start the typing focus in the body of the reply instead of the To: field? It can get annoying when you hit Reply, and start typing, only to realize you are typing in the the wrong place.
Mikrotik Trafficflow/Netflow Differs from SNMP by a lot
Greetings, Just getting familiar with Netflow on ManageEngine. As well as trying to sell the purchase of it to Management. I have 2 routers at the ends of a licensed wireless link. Speed differs greatly when I compare the interfaces at each end of this link using Netflow. When using SNMP with as low as 2 second polling the interfaces match 100% when using SNMP with 5 minute polling the interfaces match 100% as well. I have setup netflow on these routers with 64k cache, 1 minute timeout on active
Can we default the Is non-billable flag to Yes?
When we add a work log to Service Requests, the "Is non-billable" flag defaults to "No". We would like this to default to "Yes". Is that possible? Thanks, Tammy Your Version : 9.0 Build 9009 Database : mssql
Who joined PC to Domain - report via DC
Hi ALL! I need weekly report about who joined PCs to AD. I need check only one OU - domain.local/Computers DC can help me with this report ?? http://odarchuk.com
ActiveSync MDM drain battery
Hello, When we configure Activesync through MDM, we suffer baterry drain in a couple of hours. This it not happens when we mannually configure tha exchange mail in our devices. ¿there's a solution for this issue? Thanks
Deploy based on collection
Can anyone help with deploying a software package based on a collection? Example 1. Created a Custom Dynamic Group based on Software Criteria a. Software Name = Adobe Acrobat Reader DC b. Software Version "Not Equal" 15.020.20039 Can't seem to deploy a software package to this group. Any assistance would be greatly appreciated. Junior
Link for Ticket Not Working
The link in the notification emails is not working properly. When I click on the link, it takes me to the home page for Servicedesk. If I leave the browser open and click on the link again, it will take me to the request. Is there anything that can be done so that the link works correctly the first time.
Service Desk Service Not Starting
Hi, It all started when the file "Startout" in the Bin folder reached 55GB size. It seems to be a log file (text document). I started receiving a lot of e-mail notifications during the weekend. Before deleting the file, the service was running but authentication via NTLM was not working anymore, and even inserting the credentials showed an error message. Local Authentication we the account administrator/administrator also not working. So I decided to delete the starout file because because the drive
API - Fetech all Requests between certain time frame
I'm trying to come up with a solution to get all the requests that came in the last 10 minutes.
Cannot paste images anymore
Guys, Out of the blue pasting images doesn't work anymore. Only in IE i get this error. In Chrome, Firefox no message is given, but pasting doesn't work.
Problem Changing Password
We have a user that is unable to change her password. All the error message says is "problem changing password". We do have complexity requirements configured, so it could be as simple as not complying with one of those requirements, however since the error displayed is so generic, I am unable to determine what the issue is. How can I troubleshoot this issue? Is there debug logging that I can enable to see what the problem is? It would be great if the error message could be updated to be less
Scheduled Reports
Hi Do you know of a script we can run to show all scheduled reports and times for all users ? Andrew
Active Directory authentication - one AD account, two SDP accounts
We're using AD authentication and it appears that if a requester logs in with their username or their email address, SDP treats them as two different accounts. In other words, if they log in with their username only and submit a request, that request does not show if they log in with their entire email address and vice versa. Also, if they log in with their entire email address, the Name field is populated with their email address and does not get any other contact information. If they log in with
How to configure change workflow in ServiceDesk Plus?
Changes that are frequently initiated are implemented directly and closed without having to go through the entire change lifecycle process. Change workflows can be configured for such change requests and these workflows are listed in the Workflow drop-down field in new change form. Selecting a workflow from this list will enable the request to follow the process defined in the workflow. Administrators can configure change workflow by deciding - the stage and status the change would move to for
Redirect of Logout?
SDP MSP 9.0 Build 9009. Upon Logout, is there a way to redirect back to the login screen without having to "Please click to relogin"? By the way, the functionality I am asking about works in SDP, but I can't remember if it was something I tweaked or if it worked that way by design Thank you
Change Database van Postgres to MSSQL
When I launche changedb I get this screen. If I change it to MSSQL I get this screen. Please advise
Network Proxy Configuration
hi, I upgrade SDP from 2906 to latest build 9229 , I found new feature in the request module (system Update) as attached file 1 the notification need to add proxy I already added but till not applied please help and please explain what the benefit from this feature . thank you
Login Security, Captcha and Anti-Hammering
Hi, I was wondering where/when/if there are any options in SDP to prevent brute forcing a users login. If we have AD authentication enabled and if we expose our SDP instance to the Internet, then a) people on the internet know our Windows domain names, b) they can use a script to brute force logins - which may also lock the legitimate account. I haven't seen any anti-hammering option in SDP (i.e. stand down/delay login attempt after x failed login attempts) or Captcha/reCaptcha option, so how do
IT Service CI object
Hi, I am adding several fields to the IT Service CI object. No parent object is defined. But for some reason I get the newly added fields on the Business Service object, Software Object etc. How come that fields defined on the IT Service object is visible on other CI objects? Best regards Thomas
auto assigning ticket
Hi,Is it possible to auto assign a ticket if It has not yet been assigned to a technician after 1 day? Thanks
Requester Report
Hey, so a quick question... is there anyway I can run a report to show all ticket requesters by number by date range... i.e.... John Smith has submitted 28 tickets since (date range)
Technician notification
Hi, when a technician opens a new ticket from him self (he is the requester), he receives a notification as: Acknowledge requester by e-mail when a new request is received (cause notification is enabled) so, when a technician closes the same ticket he doesn't receives a notification also if: Acknowledge requester by e-mail when the request is closed (enabled) Why? Is this an anomaly? Thanks
technician can see own ticket also assigned
Why technician can see the ticket which he created also if he has assigned to another group? is it possible to hide these ticket when assigned? Thanks
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Hello! Does your organisation support Bring Your Own Device (BYOD) policies ? To help you understand and manage BYOD programs better, we present you with the whitepaper on It has been written by the EMM industrial expert Steve Brasen from EMA , a leading analyst firm. Fill in the form below to read the whitepaper and tell us your views here on BYOD management.
ELA and Open DNS
Hello, We are currently moving to OpenDNS and also utilize ELA in our environment. Could I get some information on ELA and the threat analysis options. Will the threat analysis option not be available, etc...? Thank you, Jen
Pulling errors from EventLog into ServiceNow Event Manager
Hi all. Has anyone setup a process that SerivceNow Event Manager pull error-event entries from LogAnalyer? I know App Manager can create a ServiceNow ticket, but we want to just update the Event Manager DB within ServiceNow. Thanks, Keith Reischl
SIEM solution
It is SIEM solution? Thanks
Archived events
1. How to archive events? 2. Is it possible to search in the archived events? Thanks
Event source
What is the event source for SharePointManager Plus ? Thanks
Forwarded emails
Hi, I'm new to ServiceDesk Plus. I was wondering if it was a way to emulate a feature I've seen in other products: we frequently receive emails from users to our personal mail addresses, we would like to forward them to the SDplus email address in order to open a new ticket. Is there any trick to let SDplus open a ticket as sent from the original user (the one from the original email) instead of opening it as the technician who forwarded the mail? thank you so much, Filippo
Assign to Technician or Group based on email reply content
I am getting ready to implement SDPlus (on-premise) to replace another help desk system and I am having trouble trying to figure out if one of our desires for the system is possible. Here's the scenario: We have three support groups in IT: let's call them A, B, and C All new tickets come in to Group A. An email is sent to all technicians in Group A when a new ticket is received into the group. Group A analyzes each ticket and determines if it stays in Group A, or must be assigned to Groups B or
Automatic Office 365 audit configuration
What is included in Automatic Office 365 audit configuration ? Thanks.
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