SLA Problem
Regarding SLA problem we face problem on SLA as we make rule and it's not working well
2 of our technicians have lost permissions to their views
Both of their roles haven't changed. We tried changing one back to requester and then re-adding/setting him up as a technician again. When they log in, it creates a new requester and they can only see the requests and solutions tabs and no requests that are assigned to them. We have version 9.1, build 9114. Thanks, D
Multi-Pick List for Service Catalog Custom Fields
Please add the ability to have a multi-select list for Service Catalog Custom Fields.
How to create a shortcut to a network share on a user's desktop?
I would like to create a shortcut to a network share on a user's desktop. For example, like the "Shortcut" under Configurations tab>Windows, but instead of pointing to an app. It must point to "\\share\folder"
Set Domain on Login screen to fixed value
We only have one domain for user accounts and would like to either remove the domain drop down or set it to always be a fixed domain. I have already gone in to Windows Domain Scan and made all other domains private. I have also deleted all local accounts and turned off Local Authentication. It still requires users to select the domain they are in. What can we do to simplify the login process for users by removing the requirement to select a domain?
Assign requesters from different sites to the same department?
I am trying to assign requesters from different sites to the same department so that they can see each others requests when they select the view "Show All Department Requests". Is that possible? Right now every site has it's own departments so you can have the same department in 2 different sites but I don't think they are related, if someone from one site creates a request the other requester in the same department but different site won't see it I don't think. I was thinking of maybe setting the
Problem with Network Scan for Printers
Dear Support, Printers are not identified in network scan, as all printers does not have credentials to login (like username and password) we login them directly using the ip address. kindly rectify the issue so that we can add the printers to the inventory. Regards Mooez
Asset Management in SDP
Can you tell me if SNMP v3 communication is available in SDP, yet? If it's not available at this point, when will it be? Leslie Myers
Default Worklog Type
Hi, You can make the appointment of a worklog type by default for the group of technicians? Each group technicians assigned to them by default worklog type. To default entered automatically. Thanks!
New Install Reporting
Just started sending IPFIX data to netflow analyzer. The flow count is increasing. When should netflow analyzer start populating fields within the application on what its seeing?
Select Group \ Assign
There is an opportunity to add a quick appointment of a number of requests for a group of experts: Select Group ---> Assign Often it required to appoint a large number of queries only to the group, without specifying the responsible specialist. Thanks!
Email ticket creation - works for users but not from Sharepoint workflow
Hi, We were creating tickets from an email sent by an Exchange mailbox. This was working correctly, the @@ commands assigned the ticket to the correct template and pre-populated the fields. We've now moved to using a Sharepoint list and the workflow from the list generates an email. The email is identical to the previously successful email and the email address it is using is listed as a technician in ServiceDesk. But the email generated by the workflow does not assign the ticket to the correct template
service desk plus SSO
SSO is asking for user name and password for authentication, can a tech help me to set up this right thank you
Send message or notification to a mobile
Hi, I want to know if is possible senda notification, a message or an alert to a mobile device with MDM. Thanks.
Change displayed columns and column widths in Request views
Hi, Would it be possible to add in the ability to change the displayed columns and their respective widths in the available views on the requests screen? Thanks, Matt
Mailserver Einstellungen
Hallo an alle, wir haben aktuell ein Problem mit den Mailserver Einstellungen. Nach jedem Reboot vom PC oder Neustart des Dienstes sind die Mailservereinstellungen für den Postausgang nicht mehr vorhanden und der Mailabrufstatus ist Gestoppt.
Resolution added by System
Hello, We are seeing an issue where if a request is logged via an email, the system is auto-adding a blank "resolution" by system. If you look at the request's history tab you can see this is being done as soon as the request is received. Is there a way to make this stop?
Boot Camp: Gestión de Activos en ServiceDesk Plus
How do I manage certificates when I have more than one Exchange server?????
Hi all, Just looking at this application as a potential tool for our business but have hit a significant snag. Noticed that email was not being collected from the specified mailbox so went through the self certification process and it worked. Problem is, when I tried it again this morning, the old "could not find valid certification path.... " message came up and mail had stopped being collected. We have three exchange servers that load balance email and I think what is happening is due to the
Update Status Automatically
Hi Everyone, I want to introduce a number of new status categories (e.g. Waiting on Customer, Customer Replied). Is there a way to automate the updating of the status fields based on certain actions? Thanks Dan
OpManager 12.1
Good Afternoon Customer that has been using OpManager for many years now so Im mostly familiar with the old UI for doing tasks. Currently I'm trying to build new Notification Profiles in version 12.1. When I create new notification profiles how can I without having to associate it with a server/device first? In 11.6 when I create a Notification Profile that's it. Build it and associate it later. In 12.1 when I build a profile it wants me to associate to a device, business group, or category
SIEM solution
It is SIEM solution? Thanks
Event source
What is the event source for FileAudit Plus? Thanks
Mail is not working correctly in ServiceDesk Plus
Our mail to SDP is not getting through, this for the past two morning we have had to reboot the server to get the mail to come through as a ticket. We restarted this morning and within a couple of hours it has stopped again. We are at version 9.2 build 9226 I have tried to report the issue but that is not working either, it just sits there spinning so my issue never gets reported. I have tried this in IE 11 and Mozilla Firefox.
Worklog REST API
Hi Team, Am trying to create new worklog using REST API, Getting error 'FailedError when adding work log to request - 32 - Time taken to Resolve or Start Time is mandatory field'. OPERATION_NAME : ADD_WORKLOG I tried to send input xml data : <xml><Operation><Details><Worklogs><worklog><description>Nanoheal client action</description><technician>Heather Graham</technician><cost>25</cost><executedtime>23 APR 2013, 01:00:00</executedtime><starttime>22 APR 2013, 01:00:00</starttime><endtime>23 APR 2013,01:00:00</endtime><workHours>24</workHours><workMinutes>0</workMinutes><otherCharge>0</otherCharge></worklog></Worklogs></Details></Operation></xml>.
Assigning Button Only Displays Support Groups
We just updated our SDP instance to 9228 from 9205. Before the update when we were in a request we could click assign and select a technician from the list. Now when we select assign it only displays the available support groups. Is this something we can modify in settings of SDP? Our support groups are automatically assigned by incident template so the ability to assign a technician directly is more useful than modifying the group. Thanks.
Customer with two different SLA, according daytime
Hi all, I'm using Service Desk PLus MSP, Standard Edition, and I will need to setup an SLA for a customer with the following scenario: High Priotity Ticket - Time to Respond - 3 hours if ticket opened from 6am to 11am, if fom 11am to 6pm time to respond is 6 hours. How can achieve this? thanks for help. Best regards, Bruno
Site does not default in correctly
We have multiple accounts/sites set-up but we only have requesters assigned to one account/site at this time. We’ve ran into an issue two different times now where a requester goes to fill out a service request and the site field defaults to a site that they aren’t assigned to. When they go to submit their request, they get an error message “Requester does not exist”. We can’t figure out why a different site would default in for them that they aren’t assigned to. This seems to be sporadic and doesn’t
WIndows Update Status
I am already able to generate Windows Updates reports. So that's a good start. What I'd like to be able to do is report Windows Update Status for each computer. Is that possible? That is, I care less about that updates happened / occurred. What I care about is the *state* of the computer: Up-to-date, updates failed, updates available. All of the computers are Windows 10 Pro
Inventory Audit Changes
I'm not sure when I signed up for this report to be mailed but it comes every day. The report itself is not very useful, it does show changes but it shows every computer regardless of a change. If it only showed the changed computers it would be much easier to read. How do I turn it off? The email is titled Inventory Audit Changes and the PDF says Audit Changes detected during the Scan.
Report generation
Unable to run some reports. Getting error message below. Have already closed connection and rebooted local system. Please advise how to kill a report Sorry, unable to execute the report, as a report generation for this login is already running
Trend Micro Service Monitoring
Hi Everyone, I am new to operation manager, I want to know whether i can monitor "Trend Micro Deep Security Manager" windows service via OpManager. I am getting error when i put the name of server in service monitoring that it wont accept space between words & service name is the same which i have mentioned. Regards, Nadim Shaikh +91-9619541242
Patch Management - VLC Media Player download issues
I'm having issues downloading VLC Media player. It gives me a "Premature EOF encountered" error every time I try and download it.
Un-merge requests accidentally merged instead of closed
Hi support, One of my support reps has accidentally merged, rather than closed, three requests in SC+ 7007. They did this from the main Requests tab by 'missing' the close button above the requests list and instead hitting the 'merge' button. Because these requests belong to different clients, some of which have access to their requests through the client portal, we have an urgent requirement to un-merge the requests, some of which contain two or three support responses as well as the system-generated
Requester does not exist (users with international charecters)
I see that the question has been asked often, but I can't seem to find anything about any fix or solution or anything similar. I create a request using the default template, if I choose a requester that contains non-international letters, I will get a notification saying that the requester dosn't exist, when trying to submit the request. There is no problem if the user dosn't have international charecters, Is there any solutions, or fix for this ? We're running version 9.1 Build 9111
How to add the Service in the Request form
Dear, I'm trying to configure a form to include the Specific Service (child of Service Category), but am not able to find the drop down. We're only able to see Category and SubCategory, but doesn't always replicate with the Service Catalogue. We're running version 9.2 Build 9227 Enterprise edition Please advise. Kind regards, JS
SD+ notifications
Hi, In the requester notifications for updates is there a way to include all fields that are updated by technician? Thanks, Amol
How to map the Asset fields in Incident templates??
Dear all, I have created a IMAC template where I want to map the Asset fields like HDD size, RAM, Host name etc. but I am not able to do so. Can you please help me in this case. Note: I am using Manage Engine Service desk Plus 9.2 Build 9202 Regards, Mayur Sawant 7506262144
Time change
Hello I write from Chile, where last Saturday I was ahead one hour, the problem is that the Windows server where the software is installed servicedesk this patched and the current time. but the platform with a atrazada servicedesk this time. we are in version 9.222, for your help
Is it possible to add an attachment in the solution box of the ticket?
An employee was wondering why there was no option to add an attachment in the solution box of the ticket. I was searching this in the ServiceDesk for a while, without any results.. Can you guys help me futher? Kind Regards, Litmar van der Horst
Next Page