Query to get WorkLog timespent For Request and Project
Version:10500 DB:PGSQL SELECT ad.ORG_NAME AS "Account", COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", to_timestamp((ct.createdtime)/1000)::TIMESTAMP "Time Spent Created Time",'Request' "Module", CONCAT(COALESCE(TRUNC(sum(ct.TIMESPENT)/3600000,0)),'
ADSelfService Plus' build 6215 now released with security issue fixes and enhancements
Hey everyone, This is to announce the release of ADSelfService Plus' latest build, 6215, with the following security issue fixes and enhancements: Enhancements: Support for HTTP SMS macros: The following macros are now supported for the HTTP method under
SDP on Premise Send email notification based on ticket priority
I would like to know if there is a way with SDP on Premise to send an email alert whenever a ticket comes in with a certain priority? I believe something like this is available on the cloud edition, but I don't see a way to do it on the On Premise version.
Can we remove Patch folder?
Hi, Patch folder takes up 5GB out of 6.45GB of total PMP folder size. It has version history since version 6.something, is it safe to remove at least part of it?
How do I set a default template?
Like the title says, I need to set a custom template as the default template. I can't seem to find much online for ServiceDesk Plus. I tried the Incident Templates tab but it only really lets me Reorder and Delete the templates. Any assistance with this?
Masterclass series 2022: A fantastic year gone by
Hello, We recently concluded a splendid year of the Masterclass series in 2022, a user education initiative from ServiceDesk Plus. It was an exhilarating journey as it garnered more than 9,000 registrations! The entire series was divided into two seasons
NCM - How to modify deviceexpert password
Hi experts, I have NCM Enterprise edition and trying to set up an SCP transfer between some devices and NCM. So, I would like to modify the SCP current password but I don't have the default password. Therefore, is not possible to change the password.
"Thank You" Detection
Would it be possible to implement some sort of "Thank You" detection using Zia AI? We often get users replying after we have marked tickets as resolved and it would be great if the system could detect when they are just saying thanks and not re-open the
Disable checksum validation
I have a laptop overseas which is talking to Desktop Central server just fine, but at this end (in the tech console) it says the PC has been offline for 100 days, and "agent version is not compatible" whenever I try to do anything with it. Checking the client logs shows that it is connecting to the server just fine, but when the agent updater runs it has a bad checksum and exits. I have confirmed that it's copy of DesktopCentralAgent.msi is the same checksum as the server... but the sum it is comparing
[Security advisory] Authentication bypass vulnerability in Active Directory/LDAP authentication
This security advisory addresses the authentication bypass vulnerability in ServiceDesk Plus MSP due to value override in required entries for LDAP authentication. This vulnerability affects customers using versions 10600 to 10610 and 13000 to 13003 of
Odd issue to do with users accounts in Desktop Central
There is an Odd issue to do with users accounts in Desktop Central. If you choose to set up the user account based on the user AD account. The account name has to be more than 5 characters? Does anyone know why this is? We use separate AD accounts for
NCM - SSH Timeout on cli commands
Hi, is there a way to increase the timeout in NCM 12 for the cli commands output? I have some hosts where the backup is done via SSH, those hosts have a bad connection and sometime the cli command output freeze for few seconds, this cause the backup to fail. Regards, Christian
Enable copy images on Description field on scheduled requests
Hi, If customer sends an email with images, images keep on ticket, but if I need to create a scheduled requests and I need to copy information on Description field as image, doesn't work. Thanks
Personal Reply Templates
Hello, I feel it would be very useful if we had the ability to have public reply templates (like what is setup right now in SDP Cloud) and personal reply templates. We have a very diverse group of people that use Service Desk and all handle very different
More Bios update for latest versions
hi i didnt find any bios updates for latest version for dell (new dell computers) and no bios and drivers update for hp computers and lenovo maybe need imporvent
Web Socket Connection Failure Error: Abnormal Closure
Hi there, Apologies if there are resources to resolve this issue already as they have eluded me. The majority of resources I find when searching were for issues when using Remote Control from a comptuer however my issue is when Remote Controlling from
Searching keywords in Solutions
Hello The keyword search resulting in suggested solutions feature used within requests is fantastic but I'm wondering why this same feature is not within the Solutions module. The search options are limited as per below image, unless I'm missing something
No data available, but policies are configured correctly.
Dear all, maybe someone already had this issue and can point me in the right direction: in ADAuditPlus (latest release), Tab Reports, I am unable to visualize any kind of information regarding LogonAudit, AD Changes, User Management... Is almost everything
Alert when user is moved out of a specific OU
I am trying, unsuccessfully, to create an alert profile that will alert when a user is moved OUT of a specific OU. I have been successful in creating an alert for when a user is moved IN to a specific OU, but not the reverse. Any help would be app
Send summary view on af specific domain
Hi. How to send the daily summary (under sumary view) only on a specific domains to someone? You can see the differences by choising domain under summary view, but the e-mail including all domains. Thanks. Long H.
Vendor Unable to login to the Pam360 sever
Hello, I have a client who sent this. Please I am having a problem with PAM360. After sharing a resource with a vendor on PAM, he still cannot log on to the server. Does anyone has any idea, scenario, and probably a fix to go about it. Thanks
Worklog time taken to resolve report
Hello! We have an report to sum up all our worklog "time taken to resolve" from our Requests. As we use more and more parts in the ME Support plus product we need to also get the worklog "time taken to resolve" from the other parts of the product. The current sql query: SELECT rctd.FIRST_NAME "Time Spent Technician",cd.CATEGORYNAME "Category",ct.TIMESPENT "Time Spent" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID LEFT JOIN ChargesTable ct ON wotoc.CHARGEID=ct.CHARGEID
Repeating subject
I have our subject lines as [Ticket ##RE-$RequestID##] When a requester responds to the request created notification email, the tech notification email has a subject line of [Ticket ##RE-$RequestID##] RE: [Ticket ##RE-$RequestID##] Further, if the tech
Log Collection Filter in ManageEngine EventLog Analyzer
Dear Community, I have Added Windows Devices and Syslog Devices in Manage Engine EventLog Analyzer. But all the Logs are being scanned. Instaed, i only specific weinwos security logs to be scanned (4720 i.e. new user creation ,4724 i.e. Password reset
How to delete an instance in ServiceDesk ESM
We are using 11303. We have two instances with expired licenses we would like to delete. However, I do not see a delete option, not even when I edit it. Thanks.
AuthToken in the request is invalid. Unable to authenticate.
i have generated an API Key for one of users and I enter that API Key as authtoken in request headers just like how it's said in the documentation. but i keep getting this response : "AuthToken in the request is invalid. Unable to authenticate." is there
Api | Update Error
Hi Community, i'm working with the SD + API and i have the next problem: When i try to update a request i recibed this error: This is my code: I'm doin something wrong or its a problem with the api key or something ? Thanks !!!
ESM background image
How do I change background image in ESM portal. Can someone provided an example? //S
Remove Description from Incident Template
I am trying to create a request template and do not require the Description field but there is no option to remove it. Is it possible to remove it for a specific template?
Custom Trigger Notification
We have a custom trigger set up based on certain fields. We use a notification action to send an email to certain parties but recently the email that is sent out is including ##RE-120550## indicating the ticket number. Previous to a recent update to Manage
Remove status options when responding to ticket.
We have been using FFR to hide ticket status names, they have worked well for us.
However these names are visible when a technician responds to a request and then selects a new state.
Is it possible to continue hiding these status names using FFR when
License monitoring system
ADManager plus does not seem to have the option to monitor License counts. This may stand out as a unique feature if implemented. Currently, there appears to be no easy solution for license monitoring. If M365 license hits a certain threshold (1 or 0)
Disable Windows Notifications for Agent Scanning
Is there a way to disable the windows notifications that pop up for users whenever the agent is scanning? I thought I saw that option somewhere, but after searching, I can't find it. I'm running UEM EC cloud.
Query to get SLA escalation time difference for each request.
Version:10609 DB:PGSQL OUTPUT: SELECT wo.WORKORDERID AS "Request ID", LONGTODATE(wo.CREATEDTIME) AS "Open date", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status", qd.QUEUENAME AS "Group", ti.FIRST_NAME AS "Technician", LONGTODATE(wos.LAST_TECH_UPDATE)
Query to get Last Conversation Details of Request
Build: 11020 Database: PostgreSQL Output : SELECT ti.FIRST_NAME AS "Support Rep", wo.WORKORDERID AS "Request ID", longtodate(wo.CREATEDTIME) AS "Created Time", wo.TITLE AS "Subject", aau.FIRST_NAME AS "Contact", pd.PRIORITYNAME AS "Priority", std.STATUSNAME
Analytics Plus 2022: A feature retrospective
The year, 2022, has been pretty busy for Analytics Plus. We've hit new milestones, launched several new integrations, and introduced a host of features to help you reach your analytics goals faster. 1. Analytics Plus is now available in the cloud Analytics
Preventive Maintenance missing from UI - version 14.1 Build 14102
Hi there. We have recently upgraded to version 14.1 Build 14102 and the Preventive Maintenance option within the UI is missing. Since the upgrade to 14.1 the application states it is running in a trial version of the license and will revert to the current
Feature Request
It would be extremely helpful if the AuditReport that gets sent via email when creating a new user account would include the new users AD Group Memberships that they were assigned to upon creation.
Purge / Clean Up Requesters
Hi, We normally import all required requesters from Active Directory. However, there comes a time when we also have the requirement to add requesters at the time of logging a request. Our problem is, when employees leave the organisation, they remain as requesters in the system. I'm looking for a way to clean up these requesters without needing to manually find and delete them from SDP. Does anyone know of a feature in the system to compare requesters against AD and delete / mark inactive those requesters
Disabled user in Active Directory shows up in SDP
Hi All, I've noticed that users still show up in service desk plus even after we disable their accounts and move them out of the active users organizational unit. Is there a way to disable/remove manage engine accounts once they are disabled in active directory?
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