Hotfix 8012 released
Dear Customers, Today we have the released hotfix 8012. Customers who tried 8011 got failed due to improper data in the Holiday list. This hotfix will solve this issue. Please download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Issue id -13372 : Unable to perform 8011 patch upgrade (This issue is due to improper data in HolidayDefinition Table.) Thank you Regards, Arun Kumar - Tech Support Lead ManageEngine- SupportCenter Plus Direct Number
InstallShield Wizard Error 5001
Hi I downloaded the ManageEngine_PMP_64bit . exe and am trying to install it but receive an error during install: "InstallShield Wizard Error 5001 an error occurred while running Setup. Please make sure you have finished any previous setup and close other applications. Please contact vendor." This is happening on completely different machines and I have downloaded the program twice.
How to configure task dependency in ServiceDesk Plus?
A typical workflow has various tasks to be performed. These tasks are sometimes interdependent and are to be performed one after the other in a sequence. This calls for the task dependency map, where the task to be performed first is termed 'parent' task and the following task is termed 'child' task. Configuring task dependency will provide a clear structure for the workflow. Watch this short video and learn how to configure task dependency. Here are more such short videos to help you get the most
Email Command Not Working
Hi, I have been trying to get the email commands working with no success. The SR is created but it ignores all the commands My SDP build is 9.2 Build 9209. The System Log says "Though email parser is enabled, user : xxxxxx@xxxxxx has login, email subject contains parse string, there is no parseable keys present in the email. Hence proceeding with normal email processing."
Report Window returned instead of Query report results
Occasionally when running a report in Service Desk plus, the report window will show the below instead of actually returning the report results. I usually have to restart Internet Explorer to get this to go away. It is particularly annoying when writing query reports as the query itself is then lost and has to be written again. Running SD+ version 9218 and IE 11
Restoring Problem
Dear sir, i got the problems again and again during restore the.DATA file format..i went bin-->restoredata i tried this way. but i cant able to restore the data. another problem is backup created 3 files. How to restore this 3 files.. i have attached, that 3 files snapshot for your reference. Please give me the solution ASAP.
Merge Requestors
Hey Is there a way to merge requesters. I am moving over to SDP and did a job ticket but didn't check the data first so some requesters on the old system was picking up email only and not display/First/Last name so they haven't matched up to the Active Directory requests. Need these merged so the tickets from the old system that was imported to show on there portal when they login. Running on ver. 9.2 build 9212 Cheers James
Deleting a Windows domain
Hello, We need to get rid of an old Windows domain that is configured in SDP. What happens when deleting a domain from the domain list? Will the corresponding requesters automatically be revoked or deleted? Or do we first need to manually revoke or delete the requesters before deleting the domain? Best regards, Demetrius
Differing working hours on weekends
Hi, Is there a way for having different operational hours on a weekend? My service desk operates 0800 - 1800 Monday to Friday and 0900 - 1230 on Saturday but I can only find the settings operation hours which sets all the days the same. Thanks Dan
Isssue with Deleting CIs in the SDP CMDB
Hi there I am having issues with deleting CIs in the SDP CMDB module. I get the following error message: FAILURE :java.sql.SQLException: Invalid object name 'ServiceReq_1513'. Our support group wasnt able to solve this yet Any ideas? Thank you
Additional E-Mail Addresses on Requesters
Our requesters have several e-mail addresses that they could submit requests from via the e-mail system. It would be nice if we could add a couple more e-mail addresses to their profile so the system would know it's them when they are submitting requests.
How Can I Stop ServiceDeskPlus from Creating Duplicate Tickets?
When we send an email it creates two tickets, not always in sequential order, sometimes it'll be a few minutes before another ticket is created with the exact same subject line and body message. We have preventative maintenance tasks configured and they create doubles of the same ticket as well. This all started after we upgraded from 9.1(9121) to 9.2(9200). We figured that if we upgraded to the latest version, it'd fix this issue, and it hasn't. We're now at version 9.2(9224) and the same issue
Launching Boot Camp Aug'2016 - Incident Management
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Provisioning App returning 500 Internal Server Error - API102: Error occured
The provisionning app returns an error "Failed : API102: Error occured" and if I check the logs I can see there is a 500 internal server error being returned. We have 1770 more users to migrate so they may log in and send requests through via Web Portal. 197 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users.
Application Manager 12800 Cant use Muti Alarm Escalation
Before Upgrade Application Manager from 11700 to 12800 Rule Can trigger All Alarm Escalation128 But After Upgrade Can send Alert Only Email Trigger Monitor group Note: I trigger send from Admin Server How to fix it ?
Frequently Asked Reports > Workstation by Managed Software report does not filter by Customer or Site
When running the Workstation by Managed Software report, the report always returns information for ALL accounts and ALL sites. Selecting a a specific account or site does not alter the contents of the report. Is this intended, can the query be modified to respond to site or account selection?
Unable to take a backup
Hello everyone, We are unable to take a backup of SD+ 9118 (MSSQL). CMD log is given below. Any ideas? C:\ServiceDeskPlus\ServiceDesk_NonIT\bin>backUpData.bat Starting.... Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to set the standAlone param as : true Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone INFO: Going to reset rootDir using server.dir Sep 7, 2016 3:32:43 PM com.adventnet.servicedesk.server.utils.SDDataManager
Additional value to business rules and /or field and form Rules
hi all, I'm wanting to make rules where if specific technicians want to make a request it auto assigns it to another technician which is located at a different tier. so adding a criteria in where "created by" is, is not etc would be handy. Please advise, Willus
how to assign Request or problem to one more than technician
how to assign Request or problem to one more than technician
Where I can find the feature of update
Hi, I find the new update, but where can i find the New Feature for update? thank's you. From 8500/8501/8502 to 8503 Upgrade pack 8500/8501/8502 to 8503 From 8400/8401/8402/8403/8404 to 8500 Upgrade pack 8400/8401/8402/8403/8404 to 8500 From 8300/8301/8302/8303 to 8400 Upgrade pack 8300/8301/8302/8303 to 8400
PMG Agent debug mode
Hello Is there a way to set the PMP Agent to write debug information to its log? I'm troubleshooting some problems and I need to know what's happening in the background when the agent tries to set passwords.
Is it possible to report on original requester?
Hi folks, I've got a few issues I'm trying to solve here, and I know there are some limitations, but I'm wondering if there are some creative minds out there that can help me: I've got a phone system that sends SDP an email when a voice-mail message is left for the service desk. The email is always from voicemessage@mypbx.com (this is an example email address). Issue #1: I'd like to use email rules to set the Mode field to ServiceDesk Email Message, because we have a 15-minute SLA around VM messages
Latest road map for OpManager product - URGENT
Our client need url which has detail information about OP Manager product roadmap / upcoming feature relase. Please help me with correct URL. --------------------- Rajesh Singh
what
what's changed? got notice
Cisco Report - No Data Available
Cisco firewall and router are showing syslogs as below but not showing any data from the reports tab under network select a date format: [last 24 hours] firewall is showing about: 180,000 messages router is showing about 11,000 messages dashboard is showing tables and graphs OK during the morning I have logged onto both device with a failed attempt and successful logon this is the bit that shows - "No Data Available" goto reports tab select Network Devices scroll down and select Firewall Logon
REST API unable to delete a single graph
Hi, according to http://help.opmanager.com/rest_api-v12 I can use getGraphNames to obtain a list of graph associated to the device. I have to write a script to automatically delete a graph when it matches a certain condition - the issue is that the REST APIs will let me delete a whole performance monitor but not a single graph (the one identified with a pollId). Is there any function that will let me do this? Thanks, Marco
OpManager 12100 creates a wrong dashboard graph
Another day, another issue. Summary: I found that if I create a graph through the dashboard the displayed values are correct, but plotted incorrectly. Description: See the graph 1 created through the "Last N hours". Except for the ugly, not-editable scale it should be fine, right? Nope. Face the values as reported from the interface to the ones built into the dashboard graph: Graph 2: Last N hours (correct value, wrong display) Graph 2a: Interface (correct value, correct display) The same goes for
ADSelfService Plus 5317 released – features fully localized versions for 7 languages
Hello Everyone! We are glad to announce the release of the fully localized versions of ADSelfService Plus. Enhancement Now get ADSelfService Plus in your language. Fully localized versions are available for: Chinese (32-bit EXE | 64-bit EXE) Dutch (32-bit EXE | 64-bit EXE) French (32-bit EXE | 64-bit EXE) German (32-bit EXE | 64-bit EXE) Italian (32-bit EXE | 64-bit EXE) Japanese (32-bit EXE | 64-bit EXE) Russian (32-bit EXE | 64-bit EXE) We have tried our best to incorporate your suggestions into
Inventory Scheduled Scan Display Bug
Desktop Central Version 92081 On the Inventory > Scan Systems page, the notice about the next Scheduled Scan is incorrect: However when you click the Edit link the date and time is correct: Thanks Adam.
Hotfix 8011 released
Dear Customers, Today we have released our hotfix 8011. Here you can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features included and the issues fixed in this hotfix ReadMe 8011 (Released On: September 7, 2016) Features/Enhancements: Sl.No Feature ID Description 1 13354 KeyBoard Shortcuts for Close (c), Reply to Latest Conversation (l r) and Forwarding the Latest Conversation (l f) 2 13370 Ability to add
Cannot reset password via PMP Agent
Hello again. I've setup the PMP Agent on one of the servers. It is running and has properly registered a resource for the server. I've setup two Windows account in the resource. One is a domain based account running as a service account (account 1) and the other is a domain based account (account 2) with permissions to change the password for the first account. I've setup account 2 for remote synchronization. When I run a password change on the service account (account 1) it runs on the server but
Keyboard shortcuts
Hello, developers, I use a lot and really really like the keyboard shortcuts. But I don't like how "r" (Reply) works, as it replies the first letter, not the latest. Usually you want to reply to the last conversation, not the initial letter.. so this "r" should open Reply for the last letter. Could you fix it? :) P.S. In order not to create additional topic, could you add additional shortcuts? I would be grateful for "Move request" to another Unit (in Request details actions), for "Close" (putting
How "time elapsed" is calculated?
I think SCP calculates "time elapsed" including the time the request was closed (if it was reopened after that): If a request was received on 10AM and closed on 11AM (same day), that is 1 hour of elapsed time. But if contact responds (re-opens the same request) on 4PM (same day) and we close on 5PM (same day), so system shows "Elapsed time" 7 hours (not 2 hours). And that is absolutely wrong. We can't use Elapsed time in our Reporting/measuring of our performance because of this. Do you need a specific
Hotfix 8010 released
Dear Customers, We have released our hotfix 8010 today. You can download the hotfix from the below link https://www.manageengine.com/products/support-center/service-packs.html Please find the list of features available in this release https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8010 Sl.No Feature ID Description 1 13345 Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup On-Premise integration using ManageEngine Analytics Plus. ManageEngine Analytics Plus
GUI-based configuration of Exchange auto-reply settings
With purely GUI-based actions, ADManager Plus now lets you configure automatic replies for the emails sent to your users' Exchange mailboxes. You can: Enable/ disable automatic replies to senders from your organization. Enable/ disable automatic replies to senders from other organizations. Send different replies to senders from your organization and to those from other organizations. Specify the time period during which automatic replies must be sent. ManageEngine ADSolutions Team Direct : +1 408-916-9891
Additional custom fields
Hello, More and more support teams are starting to use SDP. Because of that we are running short of additional custom fields for incidents. Is there a way to breach the limit of 24 character / 8 numeric / 8 date-time / 8 decimal fields? For service requests, we managed to have a work-around by setting up more service categories than initially planned (since every service category has its own set of additional fields) but the inconvenience is that we need to configure some fields multiple times (since
REST API
Hi, I am trying to pass the following URL to OpManager 12.1 to fetch alarms into a third party software (CNL). http://192.168.x.x/api/xml/alarm/listAlarms?apiKey=2a4cf83e2590bc4ab392f3cc9c25b993&fromTime=2014-08-30 11:59:14&toTime=2016-08-30 12:01:18 but I am not getting any alarms into the CNL. When I tried to open the above URL in browser it is giving me the following message, This XML file does not appear to have any style information associated with it. The document tree is shown below. <response>
OpManager VBscript log files
Good morning. I need to debug an OpManager VBscript script. Could you, please, let me know which log file(s) contain the information when the script is being executed by OpManager? Also, the logging nevel would need to be adjusted in the logging_parameters.conf file, correct? Thanks a lot in advance O. Urbina
Some problems with solutions.
When we insert solution from Microsoft Word with pics into solution in Chome browser all pics don't loaded to SDP only black borders as you see on screenshot. What you think about it?
SLA for Responded Time (reaction time) calculated in Operation hours
Dear Support team, I like your products and we use them in our business. But I have one issue with SLA reporting. I have special SLA rules for reaction time of Service Desk team. I'm going to create report query which presents SLA breach for Reaction Time. It can be used for calulation: either column Responded Time (wo.RESPONDEDTIME) or Assigned Time (wos.ASSIGNEDTIME). However it is not based on operation hours. I need something similar to wo.TIMESPENTONREQ - Resolution time) for Responded Time - which
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