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
Request approve REST API feedback errors
At present, we use the standard version of MSP. Because the approval process of MSP is not free enough, we consider to integrate the approval of MSP into the OA system for processing: that is, after the MSP submits the service request to be approved, we integrate the service request into the OA system, and after the OA system completes the approval, we feedback the approval status to MSP through the REST API. But we have a problem. When we call the approve interface of the REST API, we need to provide
ServiceDesk Plus MSP - version 9.4 - Build - 9426 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9426. Please refer to the Migration path table available here and upgrade to our latest build 9426. We fixed a couple of security-related fixes along with this release. Please make a note of it and upgrade your instance to the latest build. 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
Advanced Analytics - ZOHO Reports TLS update and SDP MSP integration
Dear User(s) Zoho is exterminating TLS versions (v1.0 & 1.1) and support only from TLS 1.2 and due to which the integration between SDP MSP and ZOHO Reports / Advanced Analytics will not work for users whose SDP MSP instance is less than SDP MSP 9418 build. Please upgrade to the latest build to avoid any unnecessary issues. Service Pack 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
chatbot integration with SDP MSP
Hi. I wonder if someone has some sucess experience integrating an external chatbot (With natural language function) with SDP MSP? We are in the middle of a RFP where the customer asked for a SDP MSP with chatbot suppor and seems that ME is not thinking to add ZIA to SDP MSP in the short term, so we need to find some alternative way to provide this solution. Appreciate
How many times were the query requests assign for technician
H I would like to query the number of times each request for technician transfers See the table below: if possible, Please help me write the report query statement Thanks!
ServiceDesk Plus MSP - version 9.4 - Build - 9424 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9424. Please refer the Migration path table available here and upgrade to our latest build 9424. We fixed a couple of security-related fixes along with this release. Please make a note of it and upgrade your instance to the latest build. 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
Query for list contracts with contract ID + Assets linked
Hi, is possible to get a list of contracts, with Contract ID and related assets? Contract ID Contract Name Start Date End Date Status Active Account Asset name SDP MSP version 9408 and Postgres Thanks in advance!
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
Requestors and account assignment
Hi When customers email into the product that have not been pre-configured as requestors they are not in the correct accounts. How (ideally based on email domain) can this be configured? Thanks
API v3 Authentication
Hello. I am following the instructions to generate authtoken for v3 using Zoho. It keeps telling me it's missing something. IN this community, i see it says goto zoho. In the API v3 documentation, it says generated a technician API key. I have done that, but still get ""Technician key in the request is invalid. Unable to authenticate." Which is it, zoho or technician key? Is there some process that has to be followed if I create an account in zoho that matches the users in manageengine? I'm
Service Desk Plus MSP, User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with an entire track dedicated to ServiceDesk Plus MSP with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the details. Here's what you
ServiceDesk Plus MSP - version 9.4 - Build - 9422 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9422. Please refer the Migration path table available here and upgrade to our latest build 9422. Please refer our read me from here. Issues Fixed : SDPMSP-8577: Worklog start time auto populates even after disabling the respective option in self service portal settings for the contract billing associated worklog is fixed. SDPMSP-13000: Problem with Survey Message HTML Editor is fixed. SDPMSP-13293: Default software reports are
Approval Process / Pending Approval
Hello We need to run approvals and use custom triggers to achieve that. There is no service catalogue option and we actually have no much requirements for it. However when we start approval for two persons, then only the first apprioval action marks the request as approved even if the second approval is still pending. We found no options to configure that under Admin -> Self-Service Portal Settings -> Approval Settings I discovered a related topic with no solution for a non enterprise edition of
Distribution of tickets
Hello, Please may I ask one of my fellow service desk experts if it is possible to set up multiple SMTP addresses within service desk? Currently, i understand there is a function which directs emails to a support group in ticket form. But, can we set up multiple SMTP addresses, say.. one for each support group to eliminate the manual intervention to assign tickets accordingly??? :) Kindest Regards, Gary
ServiceDesk Plus MSP - version 9.4 - Build - 9412 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9412. Please refer the Migration path table available here and upgrade to our latest build 9412. What's New ? Enhancements made : SDPMSP-11376 : Option to show only approved solutions to the technicians Unapproved solutions will be hidden from technicians who doesn't have solution approval privilege. Issues Fixed - List is available here. Note : As a best Practice, please do the upgrade only in your Test environment and based
Issues restoring backup to new MSSQL2017 server.
Having issues restoring backup to a new MSSQL2017 server. We're getting the message below when restoring. I left the restore process on for 4-5 hrs and still haven't completed. Please wait extracting backup file Please wait extracting backup file Please wait extracting backup file java.io.IOException: invalid CRC (MAC) for file: fileAttachments/PurchaseOrder/May2019/10599/MicroAge 2058053 05 12 19 $423.00.pdf at net.lingala.zip4j.io.ZipInputStream.close(ZipInputStream.java:77) at
Account manager default site
When technicians create requests for Account with 2+ sites and choose requester - SDP automatically set requester's site. But when requester is account manager and he creates a request by himself SDP doesn't set requester's site for default but just choose the first one from the list and it is very annoying as user creates 80% for himself and only 20% for others and he has to change the site every time he creates a new request. At the same time if account manager use the mobile app, his default site
Any framework to build custom triggers?
Hello folks I inspected available examples of Python code for custom triggers and realized that all of them are rather a kind of low-level programming from scratch The code usually isn't easy to read and understand meanwhile the objective is usually very simple. So I wonder is there any framework to build such triggers in Python (or any other language) and have no need to deal with service operations and code constructions but just compose the desired logic instead? Any help on this would be much
ServiceDesk Plus MSP - version 9.4 - Build - 9421 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9421. Please refer the Migration path table available here and upgrade to our latest build 9421. Please refer our read me from here. Issues Fixed : SDPMSP-13115: When a report contains Non-English characters, the report sent out has encoding content in it. SDPMSP-13341: Unable to save change when a change manager or category is set mandatory in change template.This is fixed SDPMSP-13402: Directory traversal vulnerability is fixed.
Notify Account Manager on New Request Creation
All, I was looking for a way to notify a specific email address when any new request is opened under a specific account. Is there a way to do this now? I found an old thread where this same feature was requested but the response was just that it was part of the product roadmap. Any plans to implement this feature? https://pitstop.manageengine.com/portal/community/topic/notification-to-an-account-manager
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User(s), As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. You can contact our sales@manageengine.com for
SQL report, last updated 3 days
Hi, I got an SQL report which have been working in the past but all of a sudden stopped working. The report should say which tickets haven't been updated during the last three days. Below is the query: SELECT "qd"."QUEUENAME" AS "Group", "wo"."WORKORDERID" AS "Request ID", "ti"."FIRST_NAME" AS "Technician", "scd"."NAME" AS "Subcategory", "wo"."TITLE" AS "Subject", LONGTODATE(wo.CREATEDTIME) AS "Created Time", LONGTODATE(wos.LAST_TECH_UPDATE) AS "Last Upd Time" FROM "WorkOrder" "wo" LEFT JOIN "WorkOrderStates"
is it possible to create a report to show time spent per technician
HI all, we are using the worklogs to log work on various service requests that we receive, is it possible to get a report that shows the time spent per ticket by each individual technician? Many thanks, Andy
Report Calculate Date
Hi Team!! Is there any way to create a custom report where i can calculate the time elapsed from the date a ticket is created (CREATED DATE) to the date of the current day? i´m ussing SDP build 9404 with MSSQL. Thanks.!
ServiceDesk Plus MSP - version 9.4 - Build - 9420 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9420. Please refer the Migration path table available here and upgrade to our latest build 9420. Please refer our read me from here. We have implemented a lot of Billing related and other enhancements in this release. Please try and share your feedback. Billing Enhancements : SDPMSP-7019: User can round off the worklog timespent values before bill generation. SDPMSP-11707: Ability to show subject of the ticket in the generated
Need a report that shows all requesters and their access
Hi I need a report that shows all requesters including what tickets they are permitted to review. This is an option called "Requester Allowed To View". Fields needed: Name Login Name Email Address Account Requester Allowed To View We are using MS SQL. Thanks
ServiceDesk Plus MSP - version 9.4 - Build - 9419 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9419. Please refer the Migration path table available here and upgrade to our latest build 9419. Please refer our read me from here. New Features : SDPMSP-13194 : EWS Support - Use Exchange Web Services to connect to an exchange server for mail fetching. Issues Fixed : SDPMSP-13301 : Insecure Direct Object Reference vulnerability (CVE-ID-2019-8394) in File Upload sections of the application. SDPMSP-13336 : Preventive Maintenance
Maximum number of assets that can be managed within SDP
What is the maximum number of assets that can be managed within SDP? What is considered an asset?
ZOHO Reports and SDP MSP Integration Update
Dear user(s) Due to a major update in ZOHO reports cloud framework, SDP MSP + ZOHO Reports integration will not work if the SDP MSP instance is less than 9418 build. We are providing 2 months time period for all users who are using this integration to upgrade their SDP MSP instance. Post this period, the framework will be updated in the cloud and the restriction will be get into effect. I request your co-operation in this regard and upgrade the SDP MSP instance. Please refer here to upgrade the
ServiceDesk Plus MSP - version 9.4 - Build - 9418 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9418. Please refer the Migration path table available here and upgrade to our latest build 9418. Please refer our read me from here. Please note the Major Behavior changes Update below. Ability to move request from an account to another is restricted. It will work only in the following cases. If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s
Grey page after login
Hello, After upgrading to 9.4 Build 9416 our users experience a weird issue. After login some users see a grey page: Other users don't have this problem. We have tried all kinds of different browsers, but the same issue still occurs. I can't figure out what goes wrong, so any help is appreciated. Thanks in advance. Kind regards, Kerim Berkeveld
Major Behavior change Update - 9416 release - SDP MSP
Hi Users Greetings for the day. We did a major behavior change in our 9416 release of ServiceDesk Plus MSP. This is taken as a precautionary step of security. We request all your understanding on this and share your feedback in case if this change affects you. I request all users to post your valuable comments in this thread or contact us at sdpmsp@manageengine.com for any clarification. As SDP MSP targets MSP users who supports different organization (companies), we are restricting the request movement
Is there a way to move a project under another project as a Milestone?
Many Thanks, -JCGrindstaff
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