Changing Language
Hi, There is no possibility to change the language at Personalize. As far as I remember, it existed before the version change. How can we restore this opportunity?
Coloring for UNASSIGNED requests
Hello, in MSP 11.1, on Requests screen, there is coloring scheme button for requests depending on request status. It helps for quick differentiation of closed, opened, solved,..etc request statuses. However, I would like to achieve that UNASSIGNED requests
Editing a script
Greetings colleagues. Help me figure out the script / * set days and hours from the current date * / / * Date Field * / var fieldName = 'DUEBYDATE'; / * you can choose the value 0 to 27 days * / var nextDay = 2; / * you can choose the value 0 to 23 hours
ServiceDesk Plus MSP - version 10.5 - Build - 10519 Released
Dear User(s) Greetings for the day. We released ServiceDesk Plus MSP - version 10.5 - Build - 10519. Please refer to the Migration path table available here and upgrade to our latest build 10519. Update : HTTP/2-based Apple Push Notification service (APNs)
Update on ManageEngine ServiceDesk Plus MSP - Hotfix releases
Dear User(s) Greetings for the day. Hope all are safe during the pandemic situation. During the last couple of quarters, we focussed on a lot of framework updates and we are tightening our Security layer further. We have released series of hotfix releases
Prepaid Billing
Folks, I have two questions with prepaid billing. 1) Can we exceed a particular type of requests from the prepaid amount? e.g. all service requests? 2) Can we exceed non-operational hours from the prepaid amount? Many thanks!
Building a cost-effective, functional network management strategy [Webinar for MSPs]
Without the right visibility into core devices such as servers and routers, delivering effective services and IT support can become a complex task for managed service provider (MSP) admins. In addition to that, strict compliance to client service-level
SDP MSP 9405 change Account, Site and Requester via REST API
Hello. I'm trying to change the account, site and requester of a request by using the REST API in SDP MSP 9405. This is the JSON data I send: '{ "operation": { "details": { "level": "Einfach", "priority": "Niedrig", "Abrechenbar": "Nein", "category": "Allgemein", "site": "Intern", "account": "our Company name including a & symbol", "requester": "Dummy User company name" } } }' FYI "Abrechenbar" is a custom field. If I leave site, account and requester out the API call is working successful, so the
"E-mail İd(s) To Notify" field
Hi, İ configured this field. however, no mail was sent to the specified email address. How can I fix this issue?
Automated close request
Hi, I have such a question. I have selected "Close Request after 3 days" from the "Request Closing Rules" section. Is it mean the 3 working days specified in the "Operational Hours" section or the calendar day? It is important for me to have 3 working
How may Requester to cancel own request in MSP Mobile App?
Hi, I am facing a challenge now, how is it possible for a requester to cancel own request in MSP Mobile App? Currently only Requester is able to reply to request. I would be appreciate, if you could offer me a solution as soon as possible. Sincerely,
Configuring Site Setting in Seperate Configs For Technician ,Support Group, Business Rule And SLA
Hi Friends.... When You will Release an Option to Configure Site Setting In Seperate Ways in MSP?!!! I want to Select "Refer to Default Setting" For Technician ,Support Group, Business Rule AND Select "Cusom Setting" For SLA! BUT I cant!! Please heck
Pull client contract / SLA information during ticket creation
How to pull client information , like contract detail or Subscribed SLA information during ticket creation ? 1) Sometime client contract have expired, but the client might still call for support. So how to pull this information during ticket creation
Helpcard visibility for technicians
Hi, everyone. How can I make helpcard visiable by tecnician ?
Asterisk support
Hi! In SDP MSP roadmap I see a plan for "Asterisk Latest version support." Is there ane news about this feature implementation?
Can't GET "View all requests" on POSTMAN
I'm struggling to obtain the View All Requests on the API Doc through POSTMAN, however, it works fine on the document itself when I test it. https://support.altiatech.com/SetUpWizard.do?forwardTo=apidoc As you can see here, this syntax works fine, and
How to host ManageEngine in IIS, which file or folder to target ?
Hi All I installed ManageEngine ServiceDesk Plus MSP 64 on my server. Now I need it to be host on IIS so I can let my user access it via web browser or web portal. I have no idea how this should configure. Appreciate can you share me the steps and which folder or files I should target and configure it in IIS Thank you
ServiceDesk Plus MSP - version 10.5 - Build - 10512 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10512. Please refer to the Migration path table available here and upgrade to our latest build 10512. Issues fixed SDPMSP-14881: Under requester login, selecting OnBehalfOf user is not possible. SDPMSP-15332: Site is not set if the technician sends an email not configured as an account support address and also in the incoming mail list. SDPMSP-15346: When the template category is modified, templates cannot be reordered. SDPMSP-15359:
SDP MSP Roadmap Update
Hi! Can you, please, update Roadmap for SDP MSP?
ServiceDesk Plus MSP - version 10.5 - Build - 10511 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10511. Please refer to the Migration path table available here and upgrade to our latest build 10511. Enhancements : SDPMSP-15210: You can now restrict Account Managers and Point Of Contacts from creating public reports. SDPMSP-15269: SDAmins can now access restricted APIs on read-only mode. SDPMSP-15286: You can now configure the mail server with Modern Authentication (OAuth 2.0) for secure and delegated access. Refer
Where can I find documentation on the CMDB API
Hi everyone! I'm looking for API documentation for the MSP version. Does anyone have the link?
Business rule : When a Request is created AND edited
Dear ME SDP team, it is incorrect phrase "When a Request is created AND edited" because logically isn't possile to handle an event when a request is created and is edited at the same time In contrast, another event to handle approval events is described correctly via OR
ServiceDesk Plus MSP - version 10.5 - Build - 10500 Released
Dear User(s) Greetings of the day. We are glad to announce the availability of SDP MSP Major release - 10.5 (Build - 10500). We thank all users and partners who provided your valuable feedback and continuous support in all aspects. Please read the below points carefully before upgrading the SDP MSP installation. We highly recommend you to do the upgrade in a test environment first. After a successful upgrade, you can just restore the upgraded database into a new installation and make it as a Production
Asset Management Software/Software Licenses
My company is starting to use the Asset Management module now. I was wondering if anyone one here uses this and how the Software Licensing is working
List all assets in Requests
I have a report which lists all open requests with assets linked to the request. But if there are more than 1 assets the report still list only one assets (alphabetical). How can I make a report which shows all linked assets? Do you have a query for that? Here is the screenshot: https://drive.google.com/file/d/1JnLMxiwozOR-udt4cXoBzb3FqI_tqMln/view?usp=drivesdk
Automatic reminder email
Good afternoon, tell me please can I configure the SD settings, send daily reminders to the Requester if the request is in the "pending response" status, i want that an automatic reminder email is sent to the Requester every day if he is not answered.
ServiceDesk Plus MSP - version 10.5 - Build - 10509 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10509. Please refer to the Migration path table available here and upgrade to our latest build 10509. Enhancements SDPMSP-8842/9435/14422: Configure and enforce a password policy for all users to ensure better security of the user data. SDPMSP-15123: Ability to set a Flexible expiry period in password settings This feature is present under Admin -> General settings -> Security Settings -> Password Policy Please do the upgrade
Project tasks list problem
Please, watch the video: https://drive.google.com/file/d/1sYrozF9ehpCNFVU4ZbuCL_WTIdW8Wwc1/view?usp=drivesdk As you can see, the table columns change their widths and it is really annoying.
ServiceDesk Plus MSP - version 10.5 - Build - 10508 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10508. Please refer to the Migration path table available here and upgrade to our latest build 10508. Issues Fixed details are available here. Please do the upgrade only in a test environment first and based on the result please do the upgrade on the Production environment. You can contact our support at sdpmsp@manageengine.com for any assistance. Following is the support policy of ServiceDesk Plus MSP : Product support will
Start mail fetching button doesn't work in Russian Language
Service Desk Plus MSP 10.5 10507 Postgres (Windows)
ServiceDesk Plus MSP - version 10.5 - Build - 10507 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10507. Please refer to the Migration path table available here and upgrade to our latest build 10507. Behavior changes Agent Uninstall and Agent Remote Control functionalities have been removed from the application. Issues Fixed XSS Vulnerabilities are fixed. CSRF Vulnerabilities are fixed. Privilege escalation vulnerabilities are fixed. Remote code execution vulnerability in the windows agent scan is fixed. XXE vulnerabilities
ServiceDesk Plus MSP - version 10.5 - Build - 10506 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10506. Please refer to the Migration path table available here and upgrade to our latest build 10506. Issues Fixed XSS Vulnerabilities are fixed. CSRF Vulnerabilities are fixed. Privilege escalation vulnerabilities are fixed. SDPMSP-14905: Unable to view a Request in certain cases is fixed. SDPMSP-14883: Upgrade from 10500 to 10504 / 10505 got failed is fixed. SDPMSP-14746: SQL injection vulnerability detected in the unused sources
ServiceDesk Plus MSP - version 10.5 - Build - 10504 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10504. Please refer to the Migration path table available here and upgrade to our latest build 10504. Issues Fixed XSS Vulnerabilities are fixed. CSRF Vulnerabilities are fixed. SDPMSP-14522 : Unable to edit an account, when the site name has special characters. SDPMSP-14614 : We have restricted the usage of unpublished V3 API's. Behavior changes SDPMSP-14622 : As informed earlier, Support for Mobile client (/mc) is completely
ServiceDesk Plus MSP - version 10.5 - Build - 10502 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10502. Please refer to the Migration path table available here and upgrade to our latest build 10502. Issues Fixed SDPMSP-12599 : Unable to add/update a Technician when more than 300 sites/ groups associated to the technician. SDPMSP-13838 : Prototype pollution vulnerability. SDPMSP-14060 : Xero OAuth 1.0 deprecation is handled. Note: Existing users must reconfigure all Xero integration settings with OAuth 2.0 after this upgrade.
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Integration between MSP and Application Manager
Is there an integration between these two products? I do not see it (Application Manager) listed under the integrations in MSP. If there is an integration where can I get some information about how to set this up and the capabilities of the integration.
Automated asset register (MAC address port location tracking?)
Hi Everyone, I have set myself a side project for this year, which is to create an automated asset register. Basically I want to know the physical locations of all my client devices, in a completely automated way. My thinking is something along the lines of this: (I already know every outlet in each office and where it cables back to, and in which switch port) 1. Use Solarwinds to interegate the switches to see which MAC address is connected to which switch port 2. Write the above into an SQL database
ServiceDesk Plus MSP - version 10.5 - Build - 10501 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10501. Please refer to the Migration path table available here and upgrade to our latest build 10501. Enhancements SDPMSP-14235 : Option to set Group and technician in templates, even if multiple accounts are selected SDPMSP-14279 : Feature to add Additional fields to Dollar variables in Webhooks under Custom triggers. Support for below fields are available now : Incident and Service Catalog additional fields Requester Detail
Automatically Creating a Task
Is it possible to create a Task in a ticket after ticket creation? The Task would be for a single customer and would need to be created based on a custom field being filled in with a particular value. Thanks, Brian
ServiceDesk Plus MSP - version 9.4 - Build - 9427 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9427. Please refer to the Migration path table available here and upgrade to our latest build 9427. Major ZOHO CRM Update is available in this hotfix release. Please make a note of it. SDPMSP-13478: Zoho CRM v1 API end-of-life (EOL) on 31 December 2019 is handled. Note: Existing users must reconfigure all ZohoCRM integration settings after this upgrade. Issues fixed : SDPMSP-13862: Requester tab crashed while creating the Service
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