query reports error log
Where the errors from query reports are stored? So many times I run the query with no result and no error and I can't debug the query.
[Term of the Day]: Continual Service Improvement
Term of the Day “Continual Sevice Improvement” Definition — What is CSI and it's objective? Continual Service Improvement (CSI) is a metrics-driven approach that ensures continual adjustments and improvements of the IT services taking into account the changing business requirements. Administering a CSI practice entails management commitment and participation to move from a reactive to a proactive approach. The fundamental task for CSI is to identify which
Asset scan FAIL - cannot identify model of this device
Hi ALL! I have new Cisco C9200L-48P-4G Switch I tried scan it via SNMPv3 and i have error - cannot identify model of this device - how i can fix it ??
Python script does not work.
I use your script to send an auto reply when new requests arrive. It turns out an error by System Script Action : Executed from business rule id 601. Result : Execution failed Comments : Traceback (most recent call last): File "send_mail.py", line 6, in <module> from functions import send_mail,read_file File "C:\ManageEngine\ServiceDesk\integration\custom_scripts\functions.py" files changed only those that are recommended in the article. what could be the problem. SDP version 10510.
Change user status from resigned to active
How do I change a user status from resigned to active? The status is showing as resigned but I want to make the user active so the user can login to Service Desk. Thanks in advance for any assistance. Dan
How to define new categories or sub-categories in Change Management section of servicedesk plus?
Under ServiceDesk --> Changes --> Category How can i define new categories or sub categories? e.g. Under category pull down menu, you get "Telephones" or "General", how can you add sub categories under each one of them. Also, how can you add a new item to category list itself?
SDP - User Access report
We expanded our SDP ESM on-site to additional Departments. We would like to be able to track user engagement by reporting on user logins to the site. Is it possible to build a report tracking user logins?
IP Address Change Report
I would like to schedule a report which will run once a week to show me the names of any assets which have changed their IP address, showing name of asset new IP address and date/time of change of address. I am not sure how to do this, can somebody help me please?
Prevent automatic backups during update
How to prevent automatic backups during update servicdesk via UpdMgr.bat / UpdateManager.bat?
Not all attachments showing on right after requests merged
If I have two requests, both with an attachment, and I merge them, should both attachments appear in the right hand panel? I'm only seeing the attachment of the parent request. The attachment of the merged request is only shown in the description of the merged request that now shows as a message in the parent request. Is this normal? I think it could be a bit confusing if there are notes referring to the attachments, as anyone reading them might only look in the right hand panel for them.
Searching Solutions does not work
Current version is: 11.1 Build 11110 This problem has persisted long before the current version however, I am not sure now if it ever worked. I have tags and topics set up. Entire Content is selected under the search bar. One of my keywords for example is Mitel, I have tried Mitel, mitel, MITEL in case there was a capitalization component and no records are returned. I have tried topic names, content in the subject and description, and I have tried selecting individual items under the search bar.
Help with Update 10514 to 11000
Hi, i was trying to upgrade my servicedesk from 10514 to 11000, but in the process i got this error: Can you help me please with instructions or a manual step by step to do the upgrade please? Thanks.
[Term of the Day]: HelpDesk Dashboard
Term of the Day “HelpDesk Dashboard” Definition — What is Helpdesk Dashboard? The dashboard displays important activities of your helpdesk tool in a single pane, through graphical illustrations in the form of multiple widgets. The dashboard is one of the most essential tool for a Helpdesk administrator, it helps him visualize the Key Performance Indicators and other strategic data for the organization at a glance. Helpdesk dashboard is customizable, they allow the end-user to have a unified view
[DidYouKnow -15] Possibilities on taking various actions upon SLA violations
Hello folks, The process of creating a level of service can come from many starting points, but the industry standard is, that you already have a number in mind that you want to achieve, and have some Key Performance Indicators (KPIs) that will allow you to measure if your helpdesk is doing a good job. In ServiceDesk Plus, we can have Service Level Agreements (SLAs) defined for the intra-organization service provided by the IT help desk team. These SLAs help to evaluate the efficiency, effectiveness,
[SDF-31039] Clean up search filter
Hi, Is it possible to clean up the Clean up search filter (see Screenshot attatched file) Thanks in advance, Yorick
Notifying new requester
Hello, I have Googled a bit but couldn't find what I'm looking for. We have e-mails that comes from no-replay adress ( order system) and we have to manually change the requester. We can manually send a e-mail but to prevent human error I like to automatically notify the new requester. Is there a way to do that ? Your Version : 10.5 Build 10500 Database : postgres
Incoming mail fetching is not working
Since Friday we have a problem with incoming email fetching in ServiceDesk Plus. I have tried restarting the ServiceDesk Plus server and services and also regenerating the certificate using gencert but get the attached error message. I can ping and telnet the mail server and port.
Migration V 9.0 Construir 9014 to V 11.1 Construir 11114
We are currently counting on version 9.0 and we want to migrate to Version 11.1. Currently we have the free version and we want to know about the migration process (how to do it, what precautions to take in the update to be able to put together a detail of the risks, preventions and requirements to be able to migrate everything. Thank you
"Reply a request" Configuration
Hi, I have the same problem like: https://pitstop.manageengine.com/portal/community/topic/repeating-subject-title-when-replying-to-users-reply-in-requests https://pitstop.manageengine.com/portal/community/topic/reply-a-request-configuration My "Reply a request subject" configuration is: RE:##RE-$RequestId## : $Title My delimeter: ## But, when I try to reply: RE:##RE-4181## : RE: #4181# RE: Before i read about delimeter My "Reply a request subject" configuration was: RE: #$RequestId# : $Title What
[Term of the Day]: Service Portfolio Management
Term of the Day "Service Portfolio Management" Definition — What is Service Portfolio Management and its purpose? A service portfolio describes a provider’s services in terms of business value. It is the complete set of services that are managed by a service provider. It comprises three categories of services: Service Pipeline Service Catalog Retired Services A service provider deploys service portfolio management to control the entry of any service into the service portfolio by tracking any
Query report all requests per technician
Hello I'm looking for a report showing created requests per technician per day the last 7 days. I found this https://pitstop.manageengine.com/portal/community/topic/query-report-all-requests-per-technician but I'm using version : 10.5 Build 10500 Database : postgres so the quarry isn't working for me. Any help would be helpful. TIA Daniel
Need to send Notification as Calendar Event in Changes in ServiceDeskPlus
Hi Team, I have a Question, if we can send Notification in Changes in ServiceDeskPlus as a Calendar Event. We need to let some our Support Team aware of the Change happening and would ideally like the activity time period to sit as an outlook event in their Calendar so they are aware when the activity happens. without coming into FIXIT.
Admanager templates in Service Catalog
Hi, I have ADMP integrated with SDP all the new user creation templates show up in the admin ADmanager integrated tab, but I would like to get the template selection picklist option in my new hire form under the service catalog. I can see the template id from ADMP when I do a drop-down find SDP for ADMP from tech to create a user then select template and fill it out the details and it works correctly. Is there a way we can use the template id in Service Catalog and show all the templates.
[Term of the Day]: ESM
Term of the Day “Enterprise Service Management” Definition — What is ESM? ESM is popularly known as "Enterprise Service Management" or it can rightly be said as "Employee Service Management". It's a centralized platform where you can manage multiple ServiceDesk instances with users across departments. ESM caters to both IT and non-IT business functions (such as Human Resources, Finance, Facilities, etc). ESM provides a unified end-user portal experience across the different ServiceDesk in the
Find tax id in description
HI In the description section of an incoming email that has been created as a request - there is sometimes a tax ID within the description. The tax ID is always nine digits in the format of (12-3456789) How can I write the script to pull the taxid out of description and put it in to the template field? var description_content=$CS.getDescription();
Delete Scheduled Report for Terminated Technician
One of our technicians took a position with another company, so I deleted him from the "Technician List". Then I realized he had some "Scheduled Reports" that are still being generated. 1.) How can I disable his scheuled reports? 2.) Why didn't the scheduled reports go away with the account, when deleted? Thanks!
Microsoft Windows Elevation Of Privilege Vulnerability
Dear users, As you may all be already aware that there is an elevation of privilege vulnerability exists in Microsoft Windows that could allow a man-in-the-middle attacker to successfully forward an authentication request to a Windows LDAP server, such as a system running AD DS or AD LDS, which has not configured to require signing or sealing on incoming connections. More information can be referred from the below article. https://support.microsoft.com/en-ae/help/4520412/2020-ldap-channel-binding-and-ldap-signing-requirements-for-windows
[Tips & Tricks] Robots.txt
As you may know, ServiceDesk Plus can be hosted on the internet and search engines will start to index and your site appears in the search results. Sometimes you have pages and resources on your site that you do not want to be indexed/block access. To accomplish this, you can create robots.txt file and place it in the application root directory ..\ManageEngine\ServiceDesk\webapps\ROOT. You may want to check this post to know more.
[Term of the Day]: Bot
Term of the Day "Bot" Definition — What is Bot and it does? They are automated programs that are designed to perform repetitive tasks. They run according to their instructions without needing a human user involvement to start them up. Bots can be: Chatbots, Web Crawlers, Social bots and can also be Malicious. The Good: You can find chatbots on many apps like Facebook Messenger, WhatsApp, Twitter and Telegram., you’ve probably encountered one on a retail website to simulate human conversation by
[Free webinar] ESM: How to rise to meet new service management challenges
We hope you all are safe and healthy. It’s our pleasure to bring you our webinar "ESM: How to rise to meet new service management challenges," featuring Forrester Principal Analyst Charles Betz, on May 27 at 9am PDT. With remote work becoming the new norm, service management professionals across companies now need to deliver services remotely. Employees can no longer just walk up to the service desk team when they need something. In this scenario, a single corporate portal that acts as the
[SD-84723]Applied update - The request will not be considered
Hi We applied the 11008 update this weekend from 11007, Now some if my users are not getting SSO - they have to log in. But much worse is now when they click on a link in the notifications they get the message PLEASE HELP ! my users are going crazy. I feel like if I fix the SSO issue than the request error message will also go away..
All tickets assigned to a group even if they were then assigned to another
I have a group that is assigned tickets but then may assign them out to another group. I am looking to report on all tickets assigned to this group even if they were assigned back out to another group.
How to remove a Scheduled Report Created By Another Technician
Several scheduled reports were created by a technician who is no longer with the company. How can I disabled the report. The technician's account has been removed from Service Desk? I have a similiar situation with ADSelfService. Thanks, AP3
LDAP Connection problem
Hello, I'm trying to install ManageEngine ServiceDesk Plus 7.6.0 Build 7604 and then upgrade it to Build 7605 by installing Service Pack. But when i configuring LDAP settings, i got an connection like this: FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. I try to connect to Domain Controller on Port 389 with telnet and there isn't any connection problem! Please help...
Report Request - Task assigned
Hi, I have searched and searched but can't find a report that shoes task assigments. If Team A owns a request and assigns a task to Team B - I need a report showing that a task was assigned to Team B. Currently everything I can find show that Team A created a task. Team B never gets credit in the report.
[Blog] Benefits of Knowledge Management
Organizations that implement and maintain effective knowledge management see a substantial outcome as it helps: Reducing redundant works thus increases productivity and efficiency. Leveraging past experiences help to solve issues quicker. Providing better services to users. Users finding relevant information and resources themselves. Avoiding repeated mistakes. Accessing unique expertise widely. Knowledge management systems are proven effective in helping build more efficient work teams
Additional functionality when viewing Task lists
We see an opportunity to improve on the main Task list: - the ability to show the Project name under the main Task list. Currently it displays and links to the Project ID only - filter by multiple criteria. Useful when reviewing a support groups/technicians current work load. It could also be used to sort by Project Name, Group, Due Dates. Currently we are only able to filter by one column. - the ability to create views under Tasks SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
[Term of the Day]: CMDB
Term of the Day “Configuration Management DataBase” Definition — What is CMDB? CMDB ( Configuration Management Database ) is a centralized repository where you can store, manage, maintain, and track all your IT components and IT services that make your IT infrastructure. These IT components could be, hardware, installed software, documents, users, relationships and interdependencies between items, etc. Significance of CMDB: CMDBs centralized view provides great visibility to track the current
Report - Category Tree for Export to CSV and Modification
Hi Guys Below is a query which may be of use to you as you make modifications to a category tree. If you export this as a CSV you can make the modifications you need (add more subcategories and items) and reimport Saves having to do lots of clicking especially when re-designing the Item levels. SELECT cdef.CATEGORYNAME "Category",sdef.NAME "SubCategory",idef.NAME "Item", null "Changes to be Made", cdef.CATEGORYDESCRIPTION "Category Desrciption" FROM categorydefinition cdef LEFT JOIN subcategorydefinition
LDAP issue when trying to integrate to Service Desk Plus
I am trying to add the domain controller to Service Desk plus so I can sync up the users so they can just login with their credentials. I keep getting an error message though when I am trying to add it. Can anyone assist?
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