Quick links
No, Disposed or Expired assets do not consume license.
It is not possible to create a state similar to Expired or Disposed. However, you can rename these states as per your convenience. You can also create a custom field to store sub state values.
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Devices added via |
Unique identifiers |
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CSV import |
Asset Name or IMEI |
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ManageEngine MDM |
Serial Number & IMEI (or) Discovered Serial Number & IMEI |
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Intune Sync |
Serial Number & IMEI (or) Discovered Serial Number & IMEI |
While scanning assets via ServiceDesk Plus Cloud,
Assets will be added or updated based on the service tag value as a priority.
If an asset with a matching service tag is not found, the asset will be added or updated based on the matching host name.
If the asset is not found with both service tag and host name but has Mac address identification enabled, the asset will be added or updated based on its Mac address.
Printers, routers, and other devices which are scanned based on SNMP are added or updated based on the asset name.
Check if the product provided for the asset in the spreadsheet is created under a different product type in the application.
Update the existing product to the desired product type or update the product type column accordingly in the imported file.
For e.g., if an asset is imported with product as "Dell 5000" and product type as "Workstation", and if the same asset is imported next time with product as "Dell 5000" and product type as "Switch", then this error will be displayed.
Go to Reports > New Custom Reports.
Select the type as Tabular Reports.
Choose the module as Mobile Devices.
Click Proceed to Report Wizard.
Select the required columns in the Select columns to display section.
Click Run Report.
You can export data using the Export as drop-down available on the top right corner.
Currently, the categorization is available as a filter under Computers list view. However, it will be deprecated soon. Therefore, users are advised to create separate product types for laptops and desktops under Computers and update the asset's product type accordingly.
Yes, you can create product types for Laptop/Desktop, but make sure that these product types are created as child to the Computer product type.
Currently, it is not possible to generate QR codes or barcodes for all assets in bulk. However, you can bulk generate QR codes or barcodes for assets based on the product. As a workaround, you can update QR codes or barcodes in bulk using the import option.
Please contact ServiceDesk Plus Cloud support with the required format.
You can assign a life cycle to an existing asset from the Actions menu in the asset list view. Ensure the current asset state is available within the asset life cycle.
You can add a field in the Modify State window in assets via asset life cycle.
Navigate to Setup > Automation >Life Cycles > Asset.
Click New Life Cycle.
Add a transition. In the During phase of transition, you can mandate the field as per your requirement.
You cannot add a field in the Modify State window in assets where a life cycle is not configured.
When a asset life cycle is configured, the default behavior for the In Use state will not occur automatically. You will need to manually configure transitions within the life cycle settings to replicate system behavior.
1. For Incoming Transitions to "In Use":
2. For Transitions out of "In Use":
Refer to this help document to learn more.
You can configure the asset life cycle and set the User/Department field as a mandatory field in the custom state transitions.
Add the $AcknowledgementLink variable in the Asset Assigned Notification Template under Setup > Automation > Notification Rules > Asset.
By default, the GET API of assets will provide only the first 10 assets.
Use input data while using get list API as it details how and what data needs to be fetched from the server. Refer to the links below to learn more:
Help guide for input data format
Help guide for how to use input data in asset get list
You can get a maximum of 100 assets at a time via API. You can use the "start_index" and "row_count" keys in "list_info" to get more assets. Refer to the below example for the "input_data" :
Eg: input_data = {"list_info":{"row_count":100,"start_index":1,"fields_required":["name","user","department","used_by_asset","product","state","asset_tag","purchase_cost","ip_address","mac_address","product_type","type","category","lifecycle","loan"]}}
Check the response for "has_more_rows" key. If the value is True, then there are more assets available in the server. In that case, use the row_count and start_index as below:
input_data = {"list_info":{"row_count":100,"start_index":101,"fields_required":["name","user","department","used_by_asset","product","state","asset_tag","purchase_cost","ip_address","mac_address","product_type","type","category","lifecycle","loan"]}}
By changing the start_index to 101 you will get the next 100 assets.
To get the new "start_index" value, use the formula ("start_index"(previous) + "row_count").
kindly iterate till "has_more_rows" key value become false.
Refer to this document for pagination.
Use input data in the query param while invoking get list API as it details how and what data needs to be fetched from the server.
Use search_criteria field to filter out the assets
search_criteria:
JSONARRAY | JSONOBJECT
The field name and the value with specific conditions(Conditions that can be given are "is, is not, lesser than, greater than, lesser or equal, greater or equal, contains, not contains, starts with, ends with, between") to be searched.
e.g {field:'project.id',condition:'is',value:project_id}
Example: For using them in POSTMAN, use input_data as the param key and below-given list_info as the value (encode the value)
{"list_info":{"row_count":10,"start_index":1,"fields_required":["name","user","department","used_by_asset","product","state"],"get_total_count":false,"search_criteria":[{"field":"name","condition":"like","value":"router","logical_operator":"and"}]}}
Replace the "name" in the field key of search_criteria with the fields(eg : serial_number , barcode) that you want to filter assets
Check the sample request area on how the input_data is used in all formats.
Refer to this help guide for input data format.
By default, there will be only few fields available in the asset GET list. To fetch the required fields, use the "fields_required" key in "list_info" object which can be sent to server via "input_data" URL parameter.
fields_required (JSONARRAY)
Fields that are needed in the response can be given as 'fields_required'. JSON array must be given as input. Only the fields that are given in fields required will be shown in response, along with the identifier field (i.e) id. For example: ["asset_tag","serial_number"]
Example: {"list_info":{"row_count":10,"start_index":1,"fields_required":["name","user","asset_tag","serial_number","product","state"],"get_total_count":false}}
Refer to the following help guide for:
Currently, we can't fetch certain hardware-related fields in GET list of workstations where the values can contain multiple rows such as: "processors","memory_modules","hard_disks","logical_drives","physical_drives","printer_details","mouse","video_card","ports","usb_controllers,"monitors","software","service_packs","network_domain","network_dns","network_adaptor"
Probes are provided based on the number of assets in your pack. For every 50 assets, one probe will be provided. However, it is not necessary to use and install all probes in order to scan all assets. If one probe can reach and scan all assets, then you can install only one probe in your network.
Operating Systems: Windows Server 2012 or later, Windows 10 or later
Dependent Software: .NET Framework 4.5 or later
Hardware Requirements: Minimum 4GB of RAM, Processor Speed of 1.80 GHz and Hard Disk space of 5 GB
Windows Machines:
Remote Registry service must be running in the target workstations. Click here for instructions.
Port 139 (File Sharing) must be open on the target workstations. Click here for instructions.
Admin$ share ( \TargetMachineadmin$ share ) of the target workstation must be accessible from the probe machine. Click here for instructions.
Linux Machines:
SSH port 22 must be open. Click here for instructions.
Printers, Routers, Switches
SNMP (v1 / v2c / v3) must be enabled and the corresponding credentials must have been configured for the network scan.
New assets added to ServiceDesk Plus via network scan will be in the In Store state by default.
If there is any connectivity problem between the probe-installed machine and ServiceDesk Plus Cloud, the probe may go down. Please go to the machine where the probe is installed and try to open ServiceDesk Plus Cloud URL in a browser to see if it is reachable.
You can go to the following logs path on the probe installed machine: \ManageEngineSDPODProbelogs
From the probe-installed machine, ping any of the target IPs in the network or domain range that you are trying to scan. If the IP is not reachable, the machines in the network or domain range cannot be scanned.
Probe uses the stable Microsoft queries to get the information from the registry, so the information is expected to be accurate. However, there could be some difference between various scan sources, such as probe scan and other integrations. If you find any incorrect information, please reach out to our support.
Learn about self-scan.
Yes, it is possible to trigger self-scan automatically. While executing self-scan via PowerShell, it will assign a task to the task scheduler, and the task will run the self-scan at the scheduled time daily.
Click here for PowerShell script.
In most cases, this error is displayed if the API key or the server that self scan is pointing to is different or incorrect.
Verify if the API key is copied correctly from the application.
Check whether the server URL of your application is pointing to sdpondemand.manageengnine.com by default. If not, change the server URL by using the extra parameter server=<your application url> for Windows and serverUrl=https://sdpondemand.managengine.com for Linux & Mac machines.
Use the server URL as per your signed-up data center.
Assets can be automatically assigned to users using the asset auto assign feature.
Go to Setup > Automation > Asset Auto Assign.
Enable Asset Auto Assign.
Configure the number of consecutive times for assignment and select the user additional field where the AD Login Name is stored.
Please refer to this document for better understanding.
During the scan, the probe will copy SDPOD_MiniAgent.exe and ae_scan.vbs to the admin$ shared path of the target Windows machines and invoke a service with the name SDPOD_MiniAgent.
This service will execute the ae_scan.vbs file, scan the machine, and generate the file containing inventory data. The generated file will be copied by the probe machine. Once the scan process is done, the probe will uninstall the service and delete the files that were copied to the end machine.
If the service is not invoked, then error 12023 would be thrown.
Usually, firewall/antivirus will restrict this operation and consider the connection from probe as a threat. Therefore, disable the antivirus/firewall in any one of the target machines where this error occurs and then run the scan. If the scan works, configure the probe-installed machine IP address as safe in the firewall/antivirus so the scan would work properly.
Refer to this help document.
If the remote registry is not enabled,
Go to the target machine for which the error is coming.
Click Start and search for Services.
In the Services dialog box, search for Remote Registry.
Right click on Remote Registry and click Start.
Refer to this document and input net use command for Windows machines.
Refer to this help page.
For VM Hosts there are two types of devices, VMWare and Windows using Hyper V. To scan a virtual machine hosted in VMWare, you need to provide the credentials under VMWare type and use that credential during network scan.
For Windows Hyper V, you can provide the credentials for Windows type and use those credentials in network scan. During Domain Scan, the Windows machine connected to the domain must meet the prerequisites for a Windows machine.
Yes, it is possible to take Unattended Remote Access of a workstation from ServiceDesk Plus Cloud. To do so,
Update the credentials for that asset using the Actions menu in the asset list view.
Ensure all the prerequisites mentioned for scan are met for taking the remote control.
Assets can be automatically assigned to users who use the asset auto assign feature.
1. Go to Setup > Automation > Asset Auto Assign.
2. Enable Asset Auto Assign.
3. Configure the number of consecutive times for assignment, select the user additional field where the AD Login Name is stored.
If you are using on-premise AD, create an additional field for the user to store the AD Login Name. Populate the AD Login Name for all users using provisioning tool, by using "ad_loginname" in the Provisioning tool's attribute mapping page. If you are using the Azure AD, map the AD_LOGINNAME field.f you are using the Azure AD, map the AD_LOGINNAME field.
Please refer to this link asset auto assign for better understanding
Currently, we do not support remote control via Endpoint Central integration. However, we are working on a tight integration with Endpoint Central that will enable users to take remote control via Endpoint Central agents.
If you are already using Endpoint Central, please integrate Endpoint Central with ServiceDesk Plus Cloud to scan assets.
Do a global search for All Assets with the service tag and check if the asset is found.
If two assets have the same service tag, the asset will be over-written. To avoid this add the duplicate service tag in the Setup > Probes & Discovery > Settings > General > Invalid Service tag list and save it.
Check if the Mac Address identification is enabled under Setup > Probes & Discovery > Settings > General > Enable/Disable MAC address identification during scan. If enabled, disable the mac address identification and save it. There is a possibility that two different assets might have the same mac address at different times, which will result in asset over-writing.
Custom Product Type - Only Computer and its child product types will be synced from EndpointCentral (Agent). Ensure if the asset's model (Device Model in EC) is under the computer product type or any of its child from Setup > Customization > Asset Management > Product. Search for the particular product, edit it and change the parent product type to Computer or any of its child product types, and save it.
Wait for the next schedule scan to complete after performing the steps 2,3 or 4. The asset will get added to the SDP during the successive scans.
Licenses can be assigned to either users or workstations.
To assign a license to a user,
Use Concurrent License type or Named User License type.
Concurrent licenses enable us to assign multiple users to a single license
Named User Licenses are individual licenses.
Users can be linked to a license during or after it is created using the UsedBy field or table.
Customers can also create similar custom license types with a Track By value of user from Setup > Customization > Asset Management > Software License Types > Asset Management > Software License Types.
Importing people from OKTA is still in the beta phase of the development. Currently, you can follow the steps below to import users:
Download Link for provisioning tool : https://www.manageengine.com/products/service-desk/customizations/cloud-provisioning-tool.html
Steps to enable OKTA Directory - LDAP integration: https://help.okta.com/en-us/Content/Topics/Directory/LDAP-interface-enable.htm
Sync data from OKTA to ServiceDesk Plus Cloud before configuring the provisioning tool:
Close the provisioning tool application if it's open.
Navigate to C:Users<User>ZohoProvisioning and edit the provisioning.conf file.
Add the configuration ldap_version=2 to the end of the file. [Note: Modifying other entries in this file may result in error when using the provisioning tool.]
Save and close the file.
Restart the provisioning tool.
To configure the provisioning tool with OKTA LDAP configurations, enable LDAP Interface in OKTA Directory Integrations before starting the provisioning tool as explained below:
Ensure LDAP Interface is enabled in OKTA Directory settings.
Copy the OKTA Host available in the LDAP Interface details and add the LDAP Server as ldaps://<host>:636 in the provisioning tool. For example: ldaps://trial-123.ldap.okta.com:636.
Set Use SSL as true.
Copy the Base DN available in LDAP Interface details and paste in the provisioning tool.
For Authorized User, copy the User Base DN available in the LDAP Interface Details. It is mandatory that the Login User details should be appended before the User Base DN.
For example, If the User Base DN is dc=trial-123456,dc=okta,dc=com and if the Username of the authorized user or super admin is adminuser@xyz.com, then the Authorized User has to be in the format "uid=<username>, UserBaseDN".
Example : uid=adminuser,dc=trial-123456,dc=okta,dc=com
The Authorized User password must be set as the password.
Proceed to the next step and connection to OKTA LDAP should be successful.
We have an existing feature where we use probe and custom function to make Intranet API calls. We have also provided this API to custom widgets and made ADMP integration possible.
Users can also set up Intranet API Integration using webhooks, as explained below:
Go to Setup > Automation > Custom Action > Webhooks.
Fill in the details related to the Intranet APIs. Unlike the usual webhooks, you can use local URLs and custom port number to the URLs.
Select the Endpoint Type as Intranet (This field will be visible only if the add-on is enabled).
Select the probe that will receive the API Request from the ServiceDesk Plus Cloud and place a call to the target server.
If the callback custom function option is selected, it will receive the response from the probe. This response can be used to perform further actions if needed.
You can use this webhook in workflows, life cycles, triggers, and other custom actions to execute any Intranet action. When the action conditions are met, the webhooks will be executed automatically on the target server.
How the feature works:
You can automatically create a user in Active Directory using ManageEngine ADManager Plus when a request is raised with template User Creation and the request status changes to To Create User In AD.
Step 1: Create a webhook
Install a probe in the same network as ADManager Plus.
Create a webhook with ADManager Plus URL and other necessary parameters using the available request $ variables.
Choose the Endpoint Type as Intranet.
Select the probe which is in same network as ADManager Plus server.
Choose a custom function (if already available) to process the request sent by ADManager Plus server.
Click Save.
Step 2: Create a request life cycle
Create a request life cycle and associate the template User Creation.
Add To Create User In AD status to the request life cycle.
In the After transition of the status, add a custom action and select the webhook configured above.
Click Save.
When a CMDB record is edited, you can trigger an Intranet API Call to fetch server details.
Create Build API: localserver-build:8080/api/server_details
Create a CMDB trigger using When created option.
Set relevant conditions.
Under custom action, choose Webhook.
Create a webhook with the necessary details.
Choose the Endpoint Type as Intranet.
Select the desired probe and also the custom function, which is used to check the running status from the response.
Save the trigger.
Intranet APIs using Probe - Syntax and Sample Code
The following INPUT_DATA JSON should be constructed for APIs triggered via custom functions in triggers, life cycle, etc.
API Input Format/Syntax:
API Syntax and Description:
|
Key |
Description |
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action |
Type of Action (supported : REST) |
|
callback_type (if none provided, "default") |
"default" / "custom_function" how the response needs to be delivered. "default" will deliver the response to client, "custom_function" : Responses will be delivered to a specific callback custom function. |
|
callback_params |
Any params that needs to be delivered for callback_type *mandatory for type "custom_function". |
|
action_params |
Actual parameters related to request. |
|
probe (JSONObject) |
Probe in which the command should be executed. This should have a Probe ID. |
|
method |
REST method (get,post,put,delete) |
|
path |
The api url which is needed to be executed. |
|
headers |
Any Headers that need to be sent. (optional) |
|
query_parameters |
Any Query Params that need to be sent. (optional) |
|
raw_content |
Any string content that needs to be sent. (optional) |
|
post_action_params |
Any data sent in this will be sent back (depending on callback_type) along with a response from the “path” api. |
Callback-Custom Function Configuration for Processing Intranet Response:
Sample Callback Custom Function Code:
Sample Custom Function Code for invoking Intranet API using probe via Custom Function instead of Webhook: