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
ServiceDesk Plus MSP - version 9.4 - Build - 9409 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9409 Please refer to the Migration path table available here and upgrade to our latest build We highly recommend our users to do the upgrade in a test environment first. Issues fixed SDPMSP-11370 : Date criteria is not working properly in certain cases in custom view filters. SDPMSP-11582 : Unable to save Service catalog workflow when any of the configured approvers has been deleted from the product. SDPMSP-11768 : Unable to
ServiceDesk Plus MSP - version 9.3- Build - 9300 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9300. Please refer the Migration path table available here and upgrade to our latest build 9300. What's new in ServiceDesk Plus - MSP 9300 ? Major Features : Quick Books Online Integration Account Based Project Templates JobSheet Customizer. Customizable Dashboards. Custom Schedules. More feature list is available here Issues Fixed SDPMSP-7456 : While copying support group the associated technicians are not populated in Destination
Matched development and production environments
Buenos días, ¿alguien me podría informar si con la copia de seguridad de la aplicación del entorno de producción en servicedesk plus podría cargarlo en el entorno de desarrollo para que coincida con ellos? Gracias.
Create a field similar to requestID field that increments automatically
I have created a Service Request form to use for our Network Change controls (NCC). The NCC are currently paper based forms. Our QA team assigns the next available NCC number to each request. It is in the format of N.1935 then N.1936 etc. Is there a way to create a field that will do this? It must start with N.
ServiceDesk Plus MSP - version 9.4 - Build - 9408 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9408 Please refer to the Migration path table available here and upgrade to our latest build We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9408? - Please refer here for more details. You can contact our support at sdpmsp@manageengine.com for any assistance. We will be glad to assist you. Following is the support policy of ServiceDesk Plus MSP : Product support
[Upcoming webinar] How to implement continual service improvement in your help desk
As the needs of your customers evolve, it's important that your help desk evolves along with them. Otherwise, you risk becoming obsolete. Join us for our three-part webinar series to discover how to implement continual service improvement (CSI) in your organization in phases, starting with: Request resolution times. Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: September
[Free e-book] Five revenue metrics every MSP should track.
Being a service provider doesn't have to be juggling act—not when you know the right metrics to track. Download our free e-book to learn about the five key revenue metrics that can help you: Identify the most profitable revenue streams. Understand revenue distribution. Track the profitability of individual service groups. Make educated decisions about the future of your business. Click here to download the e-book.
How to tell a survey has been sent
Hi, I've just recently implemented User survey's to be sent out to our end users. Is there a way to tell when a survey gets sent to someone? I am only seeing the option to tell when a survey has been completed.
a report on the tasks assigned in the request
Hi, Can you help me to create a query to generate a report on the tasks assigned in the request? Fields: ID Request (which the task is assigned), when the task is created, to which engineer is assigned, the task description, when the task is released. I want to generate this report every month. Thank you
technicians emailing into SDP and auto assign to account/site new ticket creation
In Business Rules, I am unable to configure the following condition. When new request arrives, Description contains @accountdomainname.com Action: Add to Account/Site This would streamline the process of technicians when they forward an email to the ticket system, then have to assign it to a specific client. How can this be automated when the source requestor is the MSP domain not the account domain?
How to add Timestamp to Request Response emails
Hi several of our customers have complained that the emails sent from request do not include the timestamp history of prior emails. So for example if we send emails back in forth from any email program (Outlook, Gmail) it includes the email header info from all prior emails including who sent the email and time sent. Is there a way to change the default reply template to mimic this behavior?
Is there any way we can do (Contract Billing) for hours of consumption? Or subject.
Hello, We have some customers in our MSP Service Desk. We use the contracts option (Contractual Billing). In this option, it is very important to use the expiration date of the contract. Question: Is there any way to make a "contract" for hours? Suppose we sell hours plans for service. Example: We sell 4 hours of service to a customer, so he could only use 4 hours of service. Thank you very much,
Data Look up.
How can i reference data in a user table into a field on a template? I have created a field on a template, as part of our password reset process, that needs to reference the user table to pull a date out whenever the user name is added
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