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Worklogs - Reports, Table Location and Visibility
Hi all, I'm new to the MSP product and this forum. We are running MSP ServiceDesk Plus and I have a few questions regarding Worklogs. 1. Are there any report templates which generate reports with Worklog Type information? 2. Which table does the Worklog Type information sit in? 3. Under Task Details I'm unable to select "Worklog Type" as a column. See image below. Any thoughts on this? Just to confirm this, various Worklog Types have been created as shown in the image below. Cheers, NSB
ServiceDesk Plus MSP - version 8.3 - Build - 8301 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8301. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8301). Other users refer the Migration path table available here and upgraded to our latest build 8301. What's new in ServiceDesk Plus - MSP build 8301 ? Enhancements MSPSDP-6561: A technician can create requests for his associated sites[on his own name] from the web interface, API, E-mail command MSPSDP-7203: If a requester is the last person to have
Are you meaningfully using Incident Templates? Advice/discussion needed
We are in the process of replacing SysAid with ServiceDesk (MSP). The employees are used to logging into a portal and filling out tickets without templates. I'm all for using templates if there's an appreciable improvement for the user. If anyone would provide some examples of how they use Incident Templates in a time-saving or user experience improving way, that would be awesome!
ServiceDesk Plus - MSP 8.3 released!
We are pleased to announce the release of our major version 8.3! In this release, we have focused on integrations and billing: Integration with QuickBooks Integration with CTI More flexibility in billing using Bill Rules Better iPhone app with push notifications and request approvals For a brief overview on these features, visit: http://www.manageengine.com/products/service-desk-msp/whats-new-servicedeskplus-msp-8.3.html Our readme has more details about all major and minor features and bugfixes: http://www.manageengine.com/products/service-desk-msp/readme-8.3.html
Exception while processing the request.
Hello I am trying out Servicedesk plus for MSPs and i am encountering some issues. When i try to gennerate and app API key for a technichian or create a new service, i get the error: Exception while processing the request.. I then try to create a supportfile but the process never stops - i have waited an hour. I am running the free edition for testing pourpeses on a Debian 7.x x64 backend. Please advice me what to do. Kind regards Frederik Krogh
Attach file not working
Hi, we are using servicedesk plus on-demand and the ability to add attachments has stopped working for all technicians. The attach file window pops up and you attach file but nothing happens.
ServiceDesk Plus - MSP Build 8211 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8211 What's new in ServiceDesk Plus - MSP build 8211? Issues Fixed MSPSDP-7031 & 7032: Unable to add or modify worklogs for problems and changes in some cases MSPSDP-7034: Scheduled backup failing in some cases after upgrade to 8210 MSPSDP-7035: After scheduled backup runs, application shows 'backup file not found' You can download the product from the following page:http://www.manageengine.com/products/service-desk-msp/download.html
ServiceDesk Plus - MSP Build 8210 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8210 Issues Fixed MSPSDP-6533: Description field for 'Support Group Description' is missing if CMDB is not enabled MSPSDP-6606: If pre-defined CI Types like 'account', 'people' are edited, their additional fields are not displayed MSPSDP-6900: Issues in backup and restore MSPSDP-6926: Requesters are created under MSP account when importing requesters through CSV for a new account MSPSDP-6946: When creating a new
ServiceDesk Plus - MSP Build 8209 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8209 Issues Fixed MSPSDP-6461: Notification is not re-sent on contract expiry even if the contract is edited MSPSDP-6705: Work log description is not available in request print preview MSPSDP-6732: Error when clicking on assets icon to assign asset in requests MSPSDP-6781: IP Address field is made not mandatory for assets MSPSDP-6811: CSV Import on a new CI type with site field fails in some cases MSPSDP-6815: If
ServiceDesk Plus MSP 8207 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8207 What's new in ServiceDesk Plus - MSP build 8207?Enhancements made Account Manager: Able to view all requests,problems,changes and assets created in his account Option to schedule or run reports Option to create custom filter for viewing requests MSPSDP-2980: Worklog description field size increased MSPSDP-5142: MSP address and Account address are included in the billing report MSPSDP-6768: Option to disable
SDP MSP not affected by Heartbleed
Hi Users, Heartbleed is a vulnerability detected in OpenSSL. The details can be seen here. ServiceDesk Plus MSP will not be affected by this vulnerability as we do not use OpenSSL in the product. The default certificate is generated using the java keytool and not OpenSSL. So customers need not worry regarding this vulnerability. Please get back to us for further assistance at sdpmsp@manageengine.com. We will be glad to assist you. Thanks for your understanding Santhosh ManageEngine ServiceDesk Plus
ServiceDesk Plus MSP 8.2 - 8203 Released
Dear User(s) We released SDP MSP - Hotfix Build 8203. Users who are in 8200,8201,8202 can download the service pack from here and upgrade to our latest build. What's new in ServiceDesk Plus - MSP build 8203? Enhancements made MSPSDP-4560: Customizable Mail Sender name for each account MSPSDP-6548: Ability to customize Reply Templates MSPSDP-6556: Account Additional Fields in Standard/Professional editions MSPSDP-6576: Ability to view table schema dynamically Issues Fixed MSPSDP-6541: All Account's
ServiceDesk Plus MSP 8202 Released
Dear User(s) We released SDP MSP - hotfix 8202. Following issues are fixed in it.Users who are in 8200,8201 can download the service pack from here and upgrade to our latest build. Issues Fixed MSPSDP-6215: Unable to create account through Servlet API MSPSDP-6266: Certain aggregate functions in query reports do not work in postgres DB MSPSDP-6489: Service categories are not sorted in new request form MSPSDP-6517: Cannot add attachments while creating an account MSPSDP-6521: While importing requests
ServiceDesk Plus MSP 8.2 Released
Dear Users It is with a great honour that we are announcing the release of our newer version ServiceDesk Plus MSP version 8.2 (Build 8200). We would like you to check the new features and send us your feedback. We hope our project management and CMDB features will be really helpful for you. Features List as follows : Project Management Configuration Management Database (CMDB) Account based themes Service Catalog Enhancements REST API Enhancements Requests Enhancements Assets Enhancement DC Integration
iPhone & iPad app for ServiceDesk Plus - MSP
Support your customers on-the-move! We are pleased to announce the release of iPhone and iPad apps for ServiceDesk Plus - MSP The iPhone app is voice-enabled and allows you to: Dictate replies to requests Read requests Close requests Assign/Pickup requests In addition, the applications also allow you to: Create, view, edit, reply, close and delete requests Add worklogs, resolutions and notes to requests Mark worklogs as billable/non-billable and much more... Check this link for more details: http://www.manageengine.com/products/service-desk-msp/iphone-app.html
Introducing Billing Module in ServiceDesk Plus - MSP 8.1
Dear All, We are happy to announce the availability of ManageEngine ServiceDesk Plus - MSP latest version 8.1. (Build Number 8100) What's new in ServiceDesk Plus - MSP build 8.1? (Build Number 8100) Billing Module : You can now automate your billing process. With Billing Module you can: Create Service Plans Set up Account Contracts Capture the number of hours worked and additional charges in worklogs Automate the bill generation Create Ad-hoc bills Billing Video is available here Most of the reported
ServiceDesk Plus - MSP 8.0 Released!
We are pleased to announce the release of ServiceDesk Plus - MSP 8.0 Take a look at the new features we have introduced in this version by viewing this short video: http://www.manageengine.com/products/service-desk-msp/what-is-new-in-servicedeskplus-msp-8.0.html For a detailed list of features developed and bugfixes made in this release, please go through the readme file available here: http://www.manageengine.com/products/service-desk-msp/readme-8.0.html You can download the latest version of the
ServiceDesk Plus - MSP 7606 released
We are pleased to announce the release of ServiceDesk Plus - MSP build 7606 Enhancement Made MSPSDP-2751: Option to enable SLA calculation on Weekends/Holidays Issue fixed MSPSDP-2467: Auto Suggest does not include technicians in the suggestion list MSPSDP-2584: In the new requester page, note regarding sending login information is incorrect MSPSDP-2595: Error while creating a purchase order with a user who is both a requester and a technician MSPSDP-2607: Unable to create a technician with SDAdmin
ServiceDesk Plus - MSP 7605 released
We are pleased to announce the release of ServiceDesk Plus - MSP build 7605. Enhancements made MSPSDP-2010: HTML editor for request notes MSPSDP-2038: Enhanced search for requests MSPSDP-2476: Categorize mails to accounts based on the sender's e-mail domain MSPSDP-2633: Email notification when a new version of the product is released MSPSDP-2649: Translated to five new languages viz., Croatian, Czech, Bosnian, Hungarian and SlovenianIssues fixed MSPSDP-1806: When replying to a request, the account's
ServiceDesk Plus - MSP 7604 Released
We are pleased to announce the release of ServiceDesk Plus - MSP 7.6 build 7604. Enhancements made MSPSDP-2022 & MSPSDP-FEATURES37: Account based notification rules for requests MSPSDP-2052: Choose default site for an account [Common site should not be created] MSPSDP-2503: Ability to customize mail sender nameBehavioral Changes MSPSDP-2507: Support e-mail address for accounts is made not mandatory MSPSDP-2509: Only an SDAdmin can apply the product license. Other technicians
Service Desk Plus - MSP Version 7.6
Hi, I am currently testing the software (Amongst many others) and i like most of the features so far, i am looking at this from a totally NON-IT stance and am looking to use it to provide support for our clients for the products we sell/maintain/support so i for eample would like to see things such as the below but also would like to know where to see a better roadmap for 7.6 as i think some items i would like such as Account Specific Request Templates are already scheduled but i can not find a
ServiceDesk Plus - MSP 7601 released
We are pleased to announce the release of ServiceDesk Plus - MSP 7.6 build 7601. Enhancements made Improved product performance in list view pages Ability to associate a request from customer account(s) to a problem in MSP account.Issues fixed MSPSDP-2182: Requester can see site names across all accounts through "View Source" of New Request Page MSPSDP-2318: First site is shown twice in scheduler->Technician Availability Chart MSPSDP-2346: Exception while selecting workstation only/server only in
Default view to All Accounts
We operate an internal helpdesk and have multiple domains so have split them off to different accounts on ServiceDesk MSP. Our IT Dept logs in as local authentication and have access to all accounts. When we create a new request that is for a specific account or we view a request for a user in one of the accounts when returning to the Request list we are switched to that account's view so only see jobs currently active in that account. How can we default the helpdesk to always show all accounts and
ServiceDesk Plus - MSP 7.6 Released!
Dear Users, We are glad to announce the release of ManageEngine ServiceDesk Plus - MSP 7.6 ServiceDesk Plus - MSP 7.6 can be downloaded from http://www.manageengine.com/products/service-desk-msp/download.html The list of new features and behavior changes in SDP-MSP 7.6 is available from this link: http://www.manageengine.com/products/service-desk-msp/readme.html Existing SDP-MSP customers can upgrade to the latest version by applying the service pack available at http://www.manageengine.com/products/service-desk-msp/service-packs-hotfix.html
Account specific request templates
It would be very useful to have the ability to make the available request templates account specific. We don't provide the same services to all of our accounts and each requester can see all categories and request templates. It would look more professional if I could remove the 'clutter' that isn't needed
7511: Hotfix Released
Dear Users, A hotfix upgrade over 7500 has been released and is available for download. Enhancements made in this release: Technicians can be added to a 'Default Technicians List'. This means they can be added to Groups, SLAs, Business Rules created under 'Default Settings' Notification Templates - Email signature can be placed as part of the template at a position of your choiceIssues fixed in this release: If a custom 'Status' is created, 'New Request' page is not displayed When creating a new
ServiceDesk Plus - MSP is now ITIL ready!
MSPs now have an ITIL ready helpdesk! With the newly released Enterprise Edition, MSPs can now manage Problems & Changes for different accounts. The Enterprise Edition contains all features from the Professional edition as well as Problem and Change Management in addition to other ITIL features like 'Impact', 'Priority Matrix' and 'Change Advisory Board' to name a few. You can visit our website for more details about these features by following this link http://www.manageengine.com/products/service-desk-msp/index.html
ManageEngine ServiceDesk Plus MSP 7.5 released !
MSPs can now manage multiple clients' IT help desk from a single console using the newly launched ServiceDesk Plus MSP. "As a Managed Service Provider who has been in the I.T Helpdesk industry for over 18 years and using a number of different help desk applications to support over a hundred customers, we believe that we have finally found a solution that fulfills our requirements. ManageEngine allows our customers to be kept up to date on a three tier level (Telephone/Web and Email) , provides excellent