Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus.
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how.
Relative data
Gents, Can you please explain, how should I set the counter settings, if I need to keep: 1. relative data 2. I don't need absolute values 3. I don't need an average by time For example I have the following transaction logs counter. PowerShell script returns the Number of the current log. Now+10min: 10250 Now: 10001 Now-10min: 9860 I need to monitor this counter, if it increased more than +200 per 10 minutes -> alert select * from polldatatemplate where graphid='976' "graphid";"oid";"timeinterval";"timeavg";"saveabsolutes";"protocolid";"isnumeric";"ssave"
OpManager Devices have lost viWebService Data
OpManager VMWare virtual devices have lost their connection\data to the VIWebService. Short of deleting and re-adding 100+ servers, is there a way to get them to pick up this data again? Doing a Rediscover removes all this monitoring.
Scheduler no longer working after upgrade to new 8010 version....
Hi, Have just upgraded SCP from 8009 to 8010 and it appears that the Scheduler is no longer working, just comes up with a blank screen - no calendar, reps etc. See screenshot below. I have restarted server again but still no joy. We use the scheduler quite allot due to the reps performing installs around the world and being out-of-office. Please advise? Cheers Craig
Love Category, Subcategory, Item....can we have more than one set
Trying to track issues. Sometimes there is more than one. Would love to be able to duplicate this sequence. So have a slightly different naming. Or, to be able to have multivalued fields. Kathy
CSV Generator errors
I'm trying to use CSV Generator. Following instructions in the help file, I've created a CSV file and browsed to it from the selector. Then I click the Generate button and I get an error: "Invalid Format: Provide sAMAccountName as header" Trying to follow those instructions, I opened the CSV file, put in the value "sAMAccountName" in the first row, and tried to Generate again. I get a different error: "There is no such object" Any hints on what's going wrong, or how I get this to work? Also, going
High Availability
Step 4: Specify the Location of Encryption Master Key After extracting HAPack.zip in PMP Secondary Server, navigate to /conf folder, edit manage_key.conf and specify the location of pmp_key.key (encryption master key). PMP requires the pmp_key.key file accessible with its full path when it starts up every time. Hi Team, To specify location of pmp_key.key file do we need to share PMP_Primary_Installation_Folder or we can share only conf folder from primary server ?
Remove emails from "To" field in ticket - non-existant email reply loop
Hi, A user opened a ticket via email with a bad address in the To field. This is causing a loop of me trying to close the ticket, the email bouncing back to the mailbox, and consequently reopening the ticket. Is there a way to strip out email addresses from a ticket?
Handing of Missed Deployment while using APD
recently we started testing Desktop Central to replace our patch deployment solution (WSUS junk) and after setting up 2 groups (Monday and Friday) for nightly updates I've seen that 2 people whose PC's were out of the building (laptops) both have missed deployment schedule. Currently we are testing with Monday 00-06am and Friday 00-06am deployment policy. We have daily scan/download policy to make sure all patches are available and deployed. What is the recommended handling or configuring deployment
Chat window time-out
Is there a way to edit the amount of time in a chat window before it times out? We the technicians would like to chat to each other throughout the day without having the chat window timing out. Thanks, Josh
Auto assignment of support rep
I have asked this for years and told that it would be coming. If an agent is logged into SCP, and start a request from a phone call, why can't the support agent field be automatically populated? Thanks! Kathy
Change of public web address does not change in Servicedesk
Hi For several reasons I had to change our public web address from support.mydomain.com to servicedesk.mydomain.com I seem to not, find all places and settings in Servicedesk Plus MSP where this need to be changed also. In all notifications (to all accounts including our own organisation) when we use $RequestLink this resolves to our old web address support.mydomain.com when mail notifications are recieved. Also When opening the Accounts tab I can see that all Login URI are still pointing to the
Asset history query report
Is there way to view a users assigned asset history? I'd like to be able to search a user and see a list of what items they've been assigned for instance which workstations they've used or which projectors were checked out to them. I'd prefer to not have to run some type report to accomplish this each time. I know the assets have histories but the users do not. Maybe if there was a way to show relationships that user abc has used workstation 123 and workstation 125. Not just the current one
How make service (incident) group in servidesk plus ?
We will make the service(incident) group like as below. Could you help me?
Ability to Copy Report Profiles
Please add the ability to copy report profiles
Ability to Copy Alert Profiles
Please add the ability to copy alert profiles
Report on the TO field
Hi all, Because of an error in a business rule some e-mails have been assigned to wrong support groups. I did not find any filter for the “to” field. How can I create a report showing all requests for which to = aaa@bbb.cc? Best regards, Demetrius
Default SACL does not track permission changes to files
It seems the default SCAL only tracks permission changes to folders and not to individual files. Was this a design decision?
Application Mapping bulk load
Hello all, Is it possible to perform a bulk load of Application Mapping? If yes, how can I do that? Thank you, Danilo Munis
DC scan other domain
Hi, we are one domain , every day when DC system scan workstation we receive message to add new domain my question is do we have option to blocked others domain or keep the system scan our domain only . thanks
Migrating from version 6.2.0 to version 8.5
Hi I have the task of migrating our PMP system from version 6.2.0 to 8.5. I've started to make a DB backup and import to new server. I follow this help guide: https://www.manageengine.com/products/passwordmanagerpro/help/disaster_recovery.html But on version 6.2.0 there is no pmp_key.key. Anyone knows or made a tutorial on how to migrate PMP older version to new? Thank you in advance. Figueira
For some windows systems not able to change privilege account password
Hi Team, I getting attached error when I am trying to change password for administrator account. There are 3 windows server 2012. I can able to change password for one server only. Also for domain controller I can able to fetch only service account not privilege account. Thanks Arjun
Can I know who did never login to SDP ?
Hi, I'm the admin of SDP in my company, and I need to know who of the users did not login before to SDP. Is there a way to know this?
OS X Agent Issues
Hi All Having issues with getting OS X Clients to show up within SoM if they have already previously been removed from Desktop Central I've enabled Remote Login on all my clients, have enabled the root user, and updated the records within Desktop Central accordingly. Any ideas would be greatly appreciated. Thanks Mitch Sullivan Sydney.
Configuration Status Updates Not working - Build 92095
I'm having an issue with configuration status updates not changing. Everything seems to be working with the exception of the config update status. All clients show the same behavior. Select deploy all missing patches (scheduled or immediate) Client receives the task, install the patches, reboots if specified Configuration always shows ready to apply Software deployment configuration status updates correctly. Permissions and communication look to be correct. Agent Troubleshooting/Diagnosis tests
Contact Request Templates - Specific to Account
I'd love to see the ability for us to assign what request templates an account/contact get to see. Thanks! Daniel
Can't put Tabular Reports on the dashboard
Hello. I have a problem I'm hoping to get some help with. If I make a report, like a Matrix Report, I get a button called "Add to dashboard" so I can see the report easily in my overview. If I make a Tabular Report however, the button is nowhere to be found. I want to add my Tabular Report to the dashboard. It would be much better if the button was always there, but in cases where it couldn't be used it would be greyed out and then, when you point at it, it would tell you why you couldn't use it
Access to Purchase Settings
Somehow we do not have access to Purchase Settings. All other options of Purchase/Contract management are working, but when I want to go to the purchase settings http://localhost/SetUpWizard.do?forwardTo=prsettings I get an authorization fail (logged in as Administrator Anyone familiar with that issue?
Unable to login to SDP
Hi, We have a cloud servicedesk server (AZURE), and at the beggining we were able to login by administrator account without any problems, then we imported users from our domain controller and we were able to login with the domain users too. Suddenly the application wouldn't let the damain users login and we created local users just to ensure that at any time we would be able to login. But now we cant even login with the administrator account. We upgraded the application already, but still the same
Text Conversion & Formatting
Hi, We copy content from various sources into SDP, and find that some sources don't work well with the system and get interpreted as different fonts, sizes and formatting. Even when you do get it looking right, e-mails that get sent out appear in a different font and we're trying to make things look consistent on the system and mail. Could you advise what coding (XML\HTML) should be used when importing text into SDP ? I tried notepad but that was inconsistent, MS Word impacts formatting.....so is
Problem with report time
Good Day, everyone! I have a problem with displaying time, when I generated report. Time in report is differed from original time in 7.5 hours. Why and what do I must to do for solving this problem? Thanks for Your expert help!
NCM - how to force SSH version
Hi, NCM 12.0 installed on a linux OS, i have some device in inventory to backup the configuration and those devices don't support SSH version 1. The problem is that NMC try to connect with SSH version 1 as a first try and i suppose that the connection exceeded the timeout. Is there a way to force NMC to use SSH version 2? Maybe to change the priority so that the first try is done with SSH version 2. Regards, Christian
Time Window
I know how to setup time window to set the hours. Can I also set the days? Our operating hours are M-F 6am-7pm and currently I am manually removing the weekends.. Can this be done? Thanks
Change probe communication from hostname to IP?
Hi, Is it possible to change the way the central communicate with the probe? I would like to have communication over IP instead of hostname? This due to DNS issues when using OpMan from a different domain (demo enviroment). The picture below describes somehow where I get stuck when trying to connect the probe from the central from a different domain..........
Deleting a Contact
Hi All, We recently deleted a contact and have now attempted to add them back in, however, the system is telling us the email address is already in use. Has anyone come across how to resolve this issue? Daniel
Question about Servicedesk plus
Hi All , i got few question about services desk plus Free Edition 1. is there limitation of request create and requester on free edition ? 2. how to generating report by 1 requester only ? and show all the request of the 1 requester ? Thanks to everyone
PMP Agent reporting certificate error
Hi! I'm testing the PMP Agent on a server and when I try to start the agent service, it stops immediately. The log file reports the following message: "PMP Logs : Agent started IsValidCert() :The commonName is (server01) and the hostName is (server01) IsValidCert() : Certification verification failed" Regards Erik
Notification to customer
When any of our customer sends mail, it did not receive notification of new ticket, but when that ticket updated, or assigned, or resolved, message sent successfully. Only problem with first notification message. What to do. Below checkbox already checked for this. Please help. Contact Notifications Send Self-service login details Customize template Acknowledge Contact by Email When a new request is received Customize template On receipt of the email reply Customize template When the request
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