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
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
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