Is there a way to move a project under another project as a Milestone?
Many Thanks, -JCGrindstaff
Automated Close Mode
Hello, i want to enable the Automated Close Mode for one specific site in my organization but i want to keep the Manual Close for the renaming sites... Would you please help me on this ?
Change requester with SQL script
Hi, I have a bit of a problem. One of our customers have used a consultant for a long time, and have now employed this consultant under their own "flag". The requester have since gotten a new username in their AD and a new requester in SDP MSP. The problem is that they want all the requests he registered when he was a consultant moved to his new requester. So, my question is: Can I somehow, find the ID of the old requester in the database, and with it, change the owner of all the requets he have
business rule to execute script
Hi I want to execute script in business rule but can not find the document to explain what variable string will pass to my script. Any one can provide this information to me? Thank you! Code Chang
Resigned status technician
How do you change a "Resigned" technician to active? I ran the query to confirm the status is resigned. Database:Posgres Version:9.4 Build 9416
Emails received from new email addresses ?
Good day, is there a way which the new email addresses that create tickets, that they be added to a default site? unable to do this with business rules, nor default incident template. is there anything else i can try to have this done? Kind Regards Lucille SDP MSP- Build 9408
report maling attachment problem,
hello, When we want to mail a report by manually or scheduled in HTML or pdf format ( tried only two format) , the report is attached in to mail as "untitled attachment 000xx.dat" . This problem occured after applied update 9.4 Build 94.16 . Yoıu can see the sample message in attachment. System is : windows server , db psql. regards, Ertan
backup problem
Hello, System can not backup db after update , build is 9.4 /9416. SDPbackup.log file has been attached. Help please. Regards, Ertan
high cpu usage
Hello We are using servicedesk msp plus 9.4 Build 9416. Last two days sdp is using high cpu (%95) an we have not found the reason. Any advice ? of taskmanager Regards
ServiceDesk Plus MSP - version 9.4 - Build - 9416 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9416. Please refer the Migration path table available here and upgrade to our latest build 9416. Behavior changes Update : Bulk association of sites in request will work only under 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 account. If the requester of a ticket is a technician, then the new site will be associated
Build 9415. No longer possible to change site on request
Under edit it has been possible to change site but that has changed after installation of 9415. We get mails that we forward in to servicedesk, and the change site and requester, but that is not longer possible, or is there some config that we need to do? Regards Hans Orbert Anzena
Major Incident Support
Do you have any plans to add major incident support to the application? I would like to see capability to bring multiple parties together as well as ability to send updates to groups of customers.
MSPSDP - 10613 known issue status update
Hi Guys, Can you confirm the status of this known issue 10613 . I cant find it on the known issue portal and its still a major time waster for our technician. This issue was reported on 10 July 2017
Windows Agent name PC in Assets
Good Afternoon. The Window Agent polls the PC and sends the data to SD server with the PC name pc01.domain.local, and I need the name to be pc01/company. I rename the PC in Assets, but after re-polling the PC with an agent, in the Assets the PC is renamed pc01.domain.local again. Please tell me how can I change the name of the PC so that the Assets contain pc01/company and not pc01.domain.local and after re-polling the PC was not renamed? Thank you
Group Notification
Hi, I see there is an option in the Notifications section of Admin: E-mail technician when a request in a group is unpicked. When would this notification be sent? How would I configure how much time to wait before the alert is sent? Thanks, Brian
Continual Improvement - from decentralized to centralize management
Is there a plan to add continual service improvement module within SDP? As of today, there are multiple service improvement ideas floating around multiple platforms: - emails - spreadsheets - tickets - project post-deployment reports - what went wrong, what could have been done better - etc. Currently, I can see it within Service-Now: https://docs.servicenow.com/bundle/london-it-service-management/page/product/continual-improvement-management/concept/cim-landing-page.html
Techs Unable to Add Workaround or Solution
Our technicians can not enter a solution or workaround in Problem Management. There is no option listed for them to add one. Their role have been granted Full Control in the Problem section.
ServiceDesk Plus MSP - version 9.4 - Build - 9414 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9414. Please refer the Migration path table available here and upgrade to our latest build 9414. Major features : Survey Enhancements. Password Manager Pro Integration. Site24x7 integration with SDPMSP. Billable/non-billable worklogs in all modules. Ability to add Tasks from the Accounts page. Option to deduct allowance only from operational hours when diff charges are configured. Other features and Issues Fixed list is available
Assign task to group in SDP MSP
Hi, I'm interested in asigning a task to a group of technicians. If I create a Task Template, I can select a group in the template, but the field "group" insn't visible while editing the task. Instead of "Group", I see the field "Account". Is there any way to assign a task to a group? Thanks, Regards.
MSP - Self Service Portal Customization
Hi all, someone can help me to understand how I can customize the Main portal where the requester click on "Submit your request" button? For example, I want to modify the logo of the button. The only thing that I'm able to do resize/add/remove widget area. I tried some month ago the demo version of SDP and If I remember well was possible to directly edit the html code. Thank you so much.
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
CR Creation | Description box
Hi, Team I have query regarding the " Change Request's " description box.. i need to add a statement in the description box of each new created Change Requests, i have added my statement in all changed templates and it is working fine, but when the Technicians wants to " Associate Change " from " Requests " the CR will take the same description of the request itself and the added statement will not be added ! is there a way to fix this ? Please check the attached pic..
Constructing P-chart in SDP
Is there a plan to support p-chart in SDP Reports? P-chart: https://www.youtube.com/watch?v=LSd-1CJQbs8
ServiceDesk Plus MSP - version 9.4 - Build - 9413 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9413. Please refer the Migration path table available here and upgrade to our latest build 9413. Enhancements Made : SDPMSP-12672: Reply Template gets a new option to insert HTML. Issues Fixed list is available here. Note : As a best Practice, please do the upgrade only in your Test environment and based on the status, do the upgrade in the Production. You can contact our support at sdpmsp@manageengine.com for any assistance.
Service Desk Plus 9409 frequently does not login with any user, Why?
We have installed ServiceDeK Plus 9409 with FOS, in this installation we have the following infrastrict with its role: Virtual IP that senses the 2 SDP Primary SDP: Windows Server 2016 Secondary SDP: Windows Server 2012 R2 File Attchments: Windows Server 2016 DATABASE. CLUSTER MICROSOFT SQL 2014: Virtual IP that feels the 2 Nodes Node1 Primary SQL Node2 SQL Secondary Storage SCSI: Windows Server 2016 This FOS system worked the high availability test on the servers and automatically the second server
How To Track Account Details
We would like to track various information about each account directly in MSP. I have a few questions: 1) I know we can add additional fields in the Account section. Problem is that only a system admin can make these changes. Is there any way to allow technicians to update this information? 2) How can I run a report on the details in the account tab? 3) Is there a better way to store this detail per account? 4) Also saw in the latest release notes there was some changes made in Accounts. Can you
How to automate sending reminders to unanswered tickets?
Is there a way to send reminders automatically to those users against their tickets which are in such a " Awaiting Customer Reply & No Customer Response " status after 2-3 days ?
Any Impact to Changing Priority Name
Is there any impact to changing the name of the Priorities? We us 4 Priorities. For example our highest level is High - level 1. What happens if I change it to Urgent - Level 1? Do all the existing tickets get updated with the new value? Is there any impact on any workflow or sla based on this field if I make this change? Anything at all to be concerned about? Thanks, Brian
CMDB CI as an Asset
I have populated the CI called Network with all of our circuits. Would like to generate Incident and Service Request tickets against this CI. However, this particular CI does not show up as a selectable asset in the ticket. How do I make this CI also appear as an asset?
Filter on empty date
Hi folks, I'm working with a custom request view in the latest version of Servicedesk Plus MSP and I'm trying to set the filter criteria to filter on an empty Responded Date. It seems though that i can only filter on a specific date not the lack of a date. There doesn't appear to be any way to say "show me requests where the responded date has NOT been set". Any help would be appreciated! Thanks, Serge
Hello, i have a problem "SDP"
Good afternoon how are you colleagues, sorry I am new to the world of manageengine and I have a problem with the servidesk plus product. I commented: In the service catalog I am creating a template that contains an additional field of applications (Example: VPN, WORD, ORACLE, ETC ...). I want to know how I can make when an applicant selects a different application has an approver for each application and sends an email to the approver. What are the steps to follow? Someone could help me. Thank you
integrate Service Desk Plus MSP with Continiuum RMM
Hi All, Has anyone been able to integrate service desk plus with Continiuum RMM product? If so what were the steps at a high level and any issues you had? Regards
ServiceDesk Plus MSP - version 9.4 - Build - 9411 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9411. Please refer the Migration path table available here and upgrade to our latest build 9411. Issues Fixed : SDPMSP-12535 : Mail Fetching is getting Stopped while request creation through email after upgrading to 9410 in certain cases. SDPMSP-12545 : Default Billing Contract is not applied over Requests which are created through Preventive Maintenance Task. SDPMSP-12547 : API structure of request details doesn't have contract
SDAccountAdmin Role
Hi everybody, I am looking for the ideal role to give to one of our staff. I have allowed SDAccountAdmin(Provides full control to his/her associated accounts) for him, which means he can create the technicians. The problem is that when creating the technician, he can not create a logon account for the technician. We want him to be able to create a login account for technicians in the Account associated with him. Solution to this idea? Thanks !
Active Directory Import missing 1 employee
We have one user (that we know of) that is not being imported in via the Active Directory import. I can see this user inside the OU that we are pulling. Is there a way to troubleshoot this? I do not see anything on the system log viewer that would indicate why this user is not being imported. Thanks!
ServiceDesk Plus MSP - version 9.4 - Build - 9410 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9410. Please refer the Migration path table available here and upgrade to our latest build 9410. Few Major features available are as follows : Integration with Salesforce CRM Associate multiple contracts with an account. Create prepaid service plans. Account Tab is introduced newly near Admin tab to Configure and track account details effectively. Option to disable survey filling through non-login URL using query. Share MSP assets
Tickets Logged between certain times
Hi, I'm looking to create a report that can be scheduled that will show the tickets logged between a specific time period, for example all tickets logged between 8:00 and 17:00 for the month. Is anyone able to provide me with a query that would provide this? Thanks Rory
Technician can not change request or inciden status
Dear colleagues, good afternoon. Tell me please, is it necessary to add any special role for technicians in order to enable technicians to change statuses from "Open" to "Resolved"? Currently, technicians do not have the ability to change the status, the screenshots are below: https://www.screencast.com/t/YYDd4pyv https://www.screencast.com/t/whIgSN4IS8sN An account from screenshots is in a technician group. Likewise, there is no action, when the technician press "work log timer" button. Screenshot
Notification to requester not working
Hello, I'm currently testing the solution for my company and I have this issue: - When a requester open a ticket he doesn't receive any notification by email. - The option "Send notification to requester" is active inside my notification rules - This functionality is mandatory for me. Do I only have to active the option ? Did I miss something ? Thanks :)
Enconding error at chat applet.
Good day everyone. The problem with making tickets through the chat. We have the main encoding in the application - Cyrillic. When making a request, the wrong encoding is displayed in the template selection window. The screenshot is here: https://www.screencast.com/t/9ocN2OklElG SDP Version SME 9.4 Build 9409 Add info: There is no problem with creating a new ticket by the requester (link). Problem is when a technician close chat and trying to create a ticket.
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