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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.
Menu Buttons
Hi, When we have open incidents and we want to add notes, we see above the incident number some buttons like "Edit/Close/Assign/Actions/Reply/ etc" We would like to have a button/option which is ADD NOTES. which is now located at Actions. Is that possible to create it or isnt it? Now i have to navigate through the action options to get there and it would be easier to add the ADD NOTES button. See attachment. Like to hear from you if it's possible and if yes how to? Thanks. Kind Regards
files in wal_archive golder.
Hello, There are so many files under wal_arcihe log and total size is 45 GB. Is there any way to delete that files. PS:I tried the solution in below link , but it did not solve the problem, sdp services has not started after that solution. https://pitstop.manageengine.com/portal/community/topic/excessive-files-in-wal-archive-folder-in-sdp regards, Ertan
Missing chat. "Create new ticket" feature do not work
Hello everyone. We had installed a trial instance of SD MSP, version 9.4 b9409. In "missing chat page" we have some missing request. When administrator or technician press "create new ticket" button - there are no activities from the system. Video example is here: https://www.screencast.com/t/IE6Y5OhMz (for viewing needs an adobe flash player) We have been trying to test this feature at different browsers (chrome, IE, Firefox), but the result is the same. AdBlockers and pop-up blocker software are
How to associate multiple incidents to a problem record
Hi I am trying to use your Problem Management for the first time. I am unable to link incidents from multiple different customers to a single problem record. How would I do this for multiple customers? So for example if we had a Data Center issue and multiple customers opened an incident ticket - how do I tag all the incidents to a single problem record? Having a separate problem record for each customer defeats the purpose of Problem Management. I am hoping I am missing something here.
Change time of permanence of deleted request in the trash.
Is it possible to change the time spent for deleted requests that go to the trash? Currently when deleting a request, it is available in the bin for restoration, for only 24 hours. Is there any way to increase this time? Although by manipulation in the database.
Need help with 2 things
Hi I need help with the following: 1) Add an automated email alert for P1 tickets. This needs to fire if a ticket is created as a P1 or if priority is changed to P1. Alert should only fire one time. I created a Business Rule that fires on create or edit. Problem is that it fires every time the ticket is updated. 2) We have a Status called On Hold - Customer Working. I would like to have this status changed to In Progress if the customer sends in a response. This would only fire if the current status
Form Navigation Buttons
Hi Is there a way of adding form navigation buttons in a service catalog resources? Scenario: I potentially have a number of resources within a request form. Rather than having, say, 20 resources in a long list, I'd like to be able to add a "Previous" & "Next" button (or link) to step through the resources making each visible or hidden as they move through. Has anyone tried something similar? Thanks Mark
Additional Fields on Account Tab Missing
Hi we added several addition Account fields when we went live with MSP. I have recently noticed that this information is no longer listed on the Account tab in a ticket. It just displays the following: Additional Fields Additional fields not available
Daylight saving trouble
Hi, I'm having trouble with daylight saving time in Brazil. Although the Windows server is at the correct time, the MSP SDP is displaying the wrong time, as if daylight saving time was already running. The fact is that the Brazilian government canceled the daylight saving time change, which would occur yesterday. Although the Windows Server has been fixed for this, the MSP SDP has not accompanied the operating system. Does anyone have an idea of how I can even manually set the time for the MSP
Rules does not after form submission(Emergency)
Dear Sir, Rules does not work after submit a form. All fields are displayed after Submitting the form, even the fields that were hidden under the rules. Technicians see a lot of fields that should not be seen. Some of them are required while they are not in the form based on written rules. This is very important problem and Technicians are confused. Please advise me to resolve this problem Regards GG
Send reminder from a ticket
Is there a way a tech can schedule a reminder to do some activity and have that be sent to them? I see there is a way to create a reminder but you need to go back into the ticket and read that reminder. Don't see the point of that. If you are already looking at the ticket you don't need the reminder.
Last Update Time Problem
My understanding is that when a ticket is edited or a response is sent from the ticket then the last update time will be updated. This does not seem to always happen. I have seen several tickets where a reply was sent from the ticket but the Last Update Time did not reflect it.
manual for who already know SDP?
Just want to know is there is a reduced manual for ppl who already know SDP solution. Thanks
Translation module
Do you plan to revamp your translation module?| At the moment it is very hard to translate interface as you can't view what exactly you translate. For example the word "Assign" https://i.imgur.com/no6BlpC.png there are more than 5 places where this word need to be translated and some of them already translated (in my case to Russian) out-of-the-box, and you can't distinguish translated out-of-the-box strings from non-translated strings. You can't even use Search to find which Russian strings refer
move requestor to different account
is there a way to easily move a requestor from one account to another?
request change on script for reporting tasks in Projects
Folks, Can we have the below updated to show only last comment per task and the date of the task (not the milestone date)? select md.projectid "Project ID", md.title "Title", longtodate(md.scheduledstarttime) "Reported Date", td.title "Title", sdef.statusname "Status", tdes.description "Description", tc.comment "Comment", au1.first_name "Owner", td.per_of_completion "Completion %" from milestonedetails md LEFT JOIN tasktoprojects tp ON md.milestoneid=tp.milestoneid LEFT JOIN taskdetails td ON tp.taskid=td.taskid
Is it possible to change Icon for several type of incidents or services in Service Catalogue view?
Good afternoon. We would like to show different icons for each template or service line in the service catalog view. Example: https://www.screencast.com/t/EB6dXf9xRS4V Tell me please, is it possible to do it in the current version of the product? Thanx.
Servicedesk MSP and biliing integration to Sage 200
Hi Everyone Are there any plans to integrate and automate the servicedesk billing to Sage 200 account for invoicing purposes? We have just move from an internal IT department using servicedesk plus enterprise to an MSP using the MSP version and would like the billing to go straight to sage 200 like it does with Zoho books (business made a desicion to use Sage 200 rather than Zoho or other supported accounting/invoicing packages) Having said the above, Sage is quite widely used worldwide and it might
Custom trigger to modify icalendar content
Hello, Sometimes our people send an Outlook icalendar item to our servicedesk and we have to manually edit the description, because it looks like this : BEGIN:VCALENDAR METHOD:REQUEST PRODID:Microsoft Exchange Server 2010 VERSION:2.0 BEGIN:VTIMEZONE TZID:W. Europe Standard Time BEGIN:STANDARD Etc... How can we change it automagically as a business rule with a PowerShell custom script? Thanks in advance ;-) Regards, Kerim
Asset scan
can Agent installed asset only be scanned by schedule or can i run a Agent installed scan when ever i want does not seem like i can
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