Asset deletes after associating a request to a new change
Just upgraded to 9.3 Build 9307. When we associate a request to a change (new) the asset is pulled in from the request. However, after we save the change, the asset disappears. Please advice how to fix this Thanks, Tammy
ServiceDesk Plus MSP - version 9.4 - Build - 9406 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9406 Please refer 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 9406 ? Features : GDPR User privacy management : Handle personal data of users (both technicians and end users) in accordance with privacy regulations such as the GDPR. In the Request module, you can now mark out all fields that
Add Request POST using REST API
I'm trying to POST to ServiceDesk Plus MSP with test data as follows: <Operation> <Details> <requester>Test Requester</requester> <subject>Test Subject</subject> <description>Testing Curl POST</description> <callbackURL>http://localhost:8080/CustomReportHandler.do</callbackURL> <requestType>Incident</requestType> <requesttemplate>Monitoring and Data Analytics Alarm</requesttemplate> <priority>High</priority> <site>Test Site</site> <account>Test Account</account> <group>Test Group</group> <status>Open</status>
Allow Requesters to Create their own account
Is there a way to allow requesters to create their accounts?
Changed logo but it did not update
Hi I changed the header and login page logo in the MSP details section under Admin. The header logo updated but the login page logo did not. Also how do I change the logo on all our reports? Thanks
New Ticket Creation or Append To Existing
If a customer sends in an email to our service desk what determines if a new ticket is opened of if that email is added to the conversation of an existing ticket. I had always thought the request ID had to be in the subject of the ticket. We just had a requester send in an email to open a new ticket. The subject of the email was the same as an existing ticket. In this example the requester was the same person. I want to be certain that an email from one account can not be appended to a ticket of
Order Guide - Reuse multiple catalog template
In the current design of SDP, it requires us to recreate the same options for every catalog we are developing. Over the last couple of months, I have created several individual service catalog request template for - monitors, laptop, IP phone, wallboard, software, RAM, file server access, internet whitelist, projectors, etc. - each automatically generate individual tasks that every IT support group should perform within the agreed OLA and each request template has its own SLA. In the past with my
Reports No Longer Contain Hyperlinks
All our reports no longer contain any Hyperlinks. So for example the RequestID and Subject fields were always hyperlinks. I am on build 9307 on my Prod build. My test server is on build 9405. It works fine on this server.
Button for escalation (status and assignment change) in Request View
Hi, we have an SDP instance, with only one type of request template and 2 types of technicians: first level support and second level support. All the requests will be opened only by "first level support" technicians. It is possible to make a button, on the request page, for change the request state and/or change the support group assignment. Thank you. Simone
Wrong build information
Hello, We are using build 9405, but when I go to Community and scroll all the way down to Build Information, the build information is wrong. It says the latest build is 9409 and when I click Details, it goes to the Servicedesk Plus Download Service Packs page. Do I get a goodie bag now? :-) Regards, Kerim
Change Calender type
Dear all I want to add or change calender type. How can i have your help.
ServiceDesk Plus MSP - version 9.4 - Build - 9405 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9405 Please refer the Migration path table available here and upgrade to our latest build 9405 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9405? Features : PM Tasks for Service Request - Plan your preventive maintenance tasks well in advance for service requests as well. Find the feature in Admin >> Organizational Details >> Preventive Maintenance Tasks. Custom
First response time report
Hello, Help me make a report. I want the report to include columns: ID Request; Subject; Priority; Requester; Technician; DueBy Time; Response DueBy Time; First Response Overdue Status; Time First Response Technician; If the first response is a Worklog entry, then the entry text Worklog Details; Thank you
Intergration With Solarwinds Orion To Close Tickets?
Hi We currently use solarwinds to monitor our companys servers, if a server goes down solarwinds will e-mail our manage engine which will raise a ticket. My questions is there a way for solarwinds to close the ticket which was raised on manage engine when the server went down? When the server recovers solarwinds can do many things such as "Send an e-mail" "run a script, vbs / powershell" full list is in the attachment. is it possible for solarwinds to close the ticket? Thanks
Changes Report query help
Hi we use the below Query for our monthly Overtime reports. SELECT ownaaa.first_name AS "Technician", chdt.changeid AS "Change ID", ownaaa1.first_name AS "Time Spent Technician", ownaaa.first_name AS "Technician", chdt.title AS "Title", (chargetable.timespent/60000) AS "Time Spent HH:MM", longtodate(chargetable.ts_starttime) AS "Time Spent Start Date", wltype.name AS "Billable/Overtime", chanf.udf_char2 AS "Change / Project", cstdd.name AS "Change Status", chargetable.total_charge AS "Total Charges"
User received error "Error occurred while loading input into DataBase" when trying to add a worklog
I have a technician that received an error when trying to add a worklog entry. He tried 4x before it finally took. In the meantime, he had contacted me and I was able to log an entry into the worklog of the same ticket without any issue. When I viewed the System Log Viewer, there were no entries related to this error. Is there a way to set the logger level higher inside the System Log Viewer so that errors are reported & easily viewed? I did create a support file after the issue happened.
email notification
how to remove cc field
Error creating Asset Group
I get this error when creating Asset Group (See Attachment). Thoughts?
Custom Report Problem
I have a custom report that was given to me by a ME employee. It pulls Service Requests records and includes approval information. It seems the query is only pulling records from items under one of our service catalog categories. How can I add in other Service Catalog categories? here is the query: SELECT wo.WORKORDERID "Request ID",wo.title "Subject",requesttemplate_list.templatename "Template name",wo.description"description",LONGTODATE(wo.CREATEDTIME) "Created Time",LONGTODATE(wo.RESOLVEDTIME)
Changes to Category/Sub Category
I need to make some changes to some categories and sub Categories. If I modify existing choices or delete them is there any impact to the existing tickets? I plan to combine 2 categories into one and change/delete some of the sub categories.
Inlineimages not visible in requests
We have a weird problem. Inlineimages are stored in the correct inlineimages folder, but are not visible inside a request. Strangely, in our testing environment we don't have this problem. When I go to the URI of the image I get the following error: The inline signature images from the Signature folder are shown, but not the images from the Workorder folder. We are using build 9404. What could be wrong? Regards, Kerim
ServiceDesk Plus MSP - version 9.4 - Build - 9404 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9404 Please refer the Migration path table available here and upgrade to our latest build 9404 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9404 ? Features : SDPMSP-11756: Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server. SDPMSP-11757:
dissappeared group
One of the support groups disappeared after updating the sdp system fro 9308 to 9403. It is not shown in inactive groups too. Could you please help us ? Regards.
All accounts bug?
If you select 'All accounts' and then edit a request, save and then click Requests at the top, you don't see all accounts anymore, but only the requests of the account you just edited. I don't remember this was the case in earlier versions. Is this a bug or a feature? :-P I'm using version 9.4 Build 9403. Regards, Kerim
how to reporting of template
how is reporting of template
about requester search
Hello, We are using SDP msp plus for managing the customer services. There are accounts and requesters in system. When a requester login (with their login URL ) and make search, all requests that are listed according to search criteria . I mean that result of the search is containing ather account's (customer) request. At this point is it possible to limit search function only within own requests. Regards, Ertan
Audit log for Requester and Technician Data on SDP
I was informed by SDP support that they have not received a similar requirement for audit trail or audit log for requester and technician records on SDP. Is there anyone here looking for a similar requirement? Complete Requirement: Track who created, updated, or deleted a technician or requester on SDP Track when the technician or requester was created, updated or deleted on SDP Track how the technician or requester account was created, updated or deleted on SDP Track what module or feature was used
SLA Escalation route depending on technician
Hi, We want to set the escalation route to be dependent on the technician. i.e. If Fred in I&D has an incident breach SLA we want the email to go to his manager. If Kathryn in IT has an incident breach, we want the notification to go to her manager. We are planning the SLA's to be set per category but might be different depending on which account they are on. We have a variety of departments using ServiceDesk so a single escalation route isn't good for us. Can we use the Organizational Roles in escalation?
Need a list of Categories, Subcategories and Items.
Hi, can anyone help me with a way to export a list of the Categories, Subcategories and Items so I can use them to map SLA's in our documentation? Thanks Tim
[Upcoming webinar] 5 essential revenue metrics MSPs can track using analytics
We'd like to invite you to join our free webinar where you'll learn about five crucial revenue metrics that can help managed services providers (MSPs) ensure their business remains profitable. We'll discuss how MSPs can use analytics to: Ensure a steady flow of revenue Diversify revenue by reducing dependencies on a small group of customers Track profitability of individual support groups Measure deviation from their expected revenue Register now. Date: May 23, 2018 Time: 2pm AEST | 10am GMT
ServiceDesk Plus MSP - version 9.4 - Build - 9403 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9403 Please refer the Migration path table available here and upgrade to our latest build 9403 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9403 ? Features : SDPMSP-11016: Ability to change billing status through business rule. SDPMSP-11402: Bulk association of notification rules to accounts is made easier. SDPMSP-11449: Option to enable/disable 'Domain Filtering
monthly report of requests transferred from one group to another
Good day, please help me with the report. I have created groups engineers in SD, 1 line, 2 line, 3 line. I need a monthly report in the percentage or number of requests that have been transferred from one group to another. Thank you
GDPR Functionality
I read the release notes for 9402 and am interested in the GDPR functionality. Can I please get additional details.
Exporting data from SDP MSP
I am looking for exporting one of the Account's data Like Requesters, Request and other Request attributes. Please can you let me know how I can achieve this
Error creating a request using API
Hello to all, We have Manage engine Service Desk Plus 9.3 build 9308 I trying to use the API of Manage Engine SD Plus to create request, but when I use the simulator to try, jump the next error "Mandatory element `Account` " not found, Status: "Failed" . I am writing correctly my code and the correctly account. 1. Please help me, to solve and can I create and create the request? 2. Do you have documentation about API for the version that we are using? 3. What is requesterid, is it important, where
ServiceDesk Plus MSP - version 9.3 - Build - 9308 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9308 Please refer the Migration path table available here and upgrade to our latest build 9308 What's new in ServiceDesk Plus - MSP 9308 ? Enhancements : SDPMSP-2601: Ability to import requests from XLS file and dynamically create respective configurations. Issues Fixed : SDPMSP-6956 : Bills are sent on wrong date. SDPMSP-8337 : Exception while export asset from remote server. SDPMSP-9878 : Error while copying Service Catalog
ServiceDesk Plus MSP - version 9.4 - Build - 9400 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9400 Please refer the Migration path table available here and upgrade to our latest build 9400 We highly recommend our users to do the upgrade in a test environment first. After successful upgrade, you can just restore the upgraded database into a new installation and make it as Production environment or you can do upgrade again in your Production environment. After applying a service pack, start ServiceDesk Plus - MSP, login
Requester reply notification
We notice that when a technician is logged in they do not get email notification of reply, instead they get a small pop up within Service Desk notifying them of the reply. Is there any way we can set it where it sends the tech an email notification of replies whether they're logged in or not?
Are there any updated installation instructions for MSP on Linux?
The installation shown on this page (https://www.manageengine.com/products/service-desk-msp/help/installation-guide/index.html - copyright 2012) mostly work. However I have had to install the 32 bit version of glibc on both a Debian 8 and Debian 9 installation. Also when it comes to running the server as a service the instructions given are no longer pertinent for these versions of Linux. Are there any updated instructions for running as a service?
How do I install the free license in MSP?
I would like to evaluate the options available with the free license of MSP, I have the license key but can't find where to install the key. There isn't an option in the top right corner of the screen as suggested in the instructions. Do I need to wait 30 days before the eval period for the full software to elapse before I can install it?
Next Page