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?
Prevent changes to fields in request
Good afternoon. I want to prevent changes to fields "Created Date" and "DueBy Date" in request, i go - Admin Setting - HelDesk Customizer - Incident Template - In Incident Template List in Default Request - Field & Form Rules - On Form Load - I create a rule (screenshot). After that engineers cannot change the fields in request, BUT when I want to change request status or another field I click on the field and the whole request is opened for editing, not one field but the whole request. If I disable
When changing the status of the Request onhold must specify the reason
Good afternoon. Is it possible to do in the Service Desk that when changing the status of Request on Request onhold it was necessary to fill in the field of "Reason" and when changing the status sent a letter to the senior engineer? Thank you.
Replying to a Request template extends the subject when using $Title in the subject field.
I recently changed subject in several notification rules, to "Re: Ticket #$RequestId - Title". Everything worked fine, except it for the "Replying to a Request" email template, in which when I replied to a message from a user, it copied the whole Subject again and instead of having something like "Re: Ticket #4562 - Printer Issues" I had "Re: Ticket #4562 - Re: Ticket #4562 Printer issues" and so on, every time the user replied, it appended the whole title again in the subject, as you can see in
Account Managers can only see their own requests
Today we discovered that account managers can only see their own requests, even with the all account requests filter is selected. Site Managers can see all requests from the Site and does not appear to be broken. I'm not sure if this is an issue in the latest build or if it is unique to our implementation. has anyone else seen this problem?
Support group notification.
Dear all, I have small issue but I'm not sure is it an issue or it is not possible to establish at all. I would like to inform all technicians from one support group about all user answers. In the administration page I've marked: Enable notification for requester replies. Alert group members by e-mail when a request in group is updated. Unfortunately we don't get any notification when users answer..
Query reports - Users/Phone/Zip
I need to create a query report where i need information about all requester, email, zip and so on. right now the only problem i have is that when i'm trying to collect zip/postal code it seems to be collecting information from Site instead of Account. Currently i get: Ticket id first name second name email phone 1 phone 2 resolution resolution time city but when it comes to zip / postal i can only collect from site and not account.. Anybody knows how i can do it from the account?
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved
Putting a request on hold under the resolution tab now requires a resolution
We used to be able to put a request on hold under the resolution tab, without a resolution. After updating to 9.3 Build 9307, the system requires a resolution even though we're just putting the request on hold. Is this by design now or a bug? Thanks, Tammy
How to autosort incoming requests to our techs?
HI, We need to sort incoming requests to our techs automaticaly by filtering some words in theme of a request. How can it be created? Didnt find anything in parameters. There are some triggers - but they are empty, only triggers but there is no any actions what to to by that triggers. Seems like someone has begun to do that and didnot finish it.
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
Where did ticket breach SLA?
Hi, I am looking for a report which shows how many SLA each Support group breached, not how many breached SLA each Support group own. To my understanding this should be possible in ServideDesk Plus 9 MSP. We have previously used this query SELECT qd.QUEUENAME "Group", count(wo.WORKORDERID) "Total Request", count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='1') THEN 1 ELSE NULL END) "SLA violated", count(case when (std.ISPENDING='0'
On Projects module associate activities to group of users
We need to assign one activity to two requester for example. Is it possible?
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
General report on requests , changes and problems
I need to report query to generate per ticket by engineer for request, problems and changes.The table must contain ticket id, problem id, changes id,ticket subject,priority, requester, status, time spent engineer and total time spent and other. I can generate this report but only for request. I need to put in this report work log problems and changes. Can you help me to create this report query? Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server service desk Ubuntu 12.04.3 LTS
ServiceDesk Plus MSP - version 9.3 - Build - 9306 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9306 Please refer the Migration path table available here and upgrade to our latest build 9306 What's new in ServiceDesk Plus - MSP 9306 ? Enhancements : SDPMSP-10869: Easier value selection component introduced for all fields in Change request. SDPMSP-10986: All must approve option, introduced for incident request under the Approval Configurations, can be used to mandate. SDPMSP-11206: Option to add attachments in the resolution
Vulnerability on Build 9302
I opened a ticket last Thursday ( #4506253) regarding an alert that we received stating there were vulnerabilities with build 9302. I have no heard back on the ticket so thought I'd try posting the question here instead. We are running 9.2 Build 9210 and not sure if the vulnerability affects us? We do not have the Discovery module turned on. Thanks, Tammy
LDAP Question- Syncing to site
Hi There, As I understand it the Site for a contact is synced via the Office attribute in the Users account. Is there a way to change this?
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
MSP metric #3: Track revenue distribution for sustained profitability
While the obvious objective for a managed service provider (MSP) is to provide outstanding infrastructure maintenance services to its customers, it's also imperative to ensure sustained profitability because it would be impossible for an MSP to remain in business without earning a profit. To ensure continued growth and profit, an MSP is required to closely monitor a few key metrics or KPIs, one of them being revenue distribution. Revenue distribution is a measure of how the total revenue is split
Site is not appear in requester list when import from active directory office field
Please help me how to get the site in the requester when import from active directory
MSP metrics #2: Gross group revenue
As a managed services provider, calculating gross revenue for each service group is crucial to asses the overall profitability of your business. This metric lets you look at how incoming revenue is split among different service groups, and also helps you assess service groups by their contribution to your overall revenue. To create the report using Analytics Plus, fill the fields as shown below: X-axis: Group (Actual) - from Request table Y-axis: Total charge (Sum -> % of total) - from Worklog
Migrate TrackIt database to MSP
Is there a way to migrate Trackit's mssql database to MSP? We would like to migrate all tickets, po and products if possible.
MSP metric #1: Customer effective rate - A key profitability metric you should be tracking
As a managed service provider, you probably track many key metrics to calculate account profitability, SLA compliance, resource utilization, product margin, net operating income, and more. While the use for some of these metrics depend largely on the size of your operation and your clientele, here's an interesting KPI that can give you insight into dollars-made-per-hour. Customer effective rate (CER): It is a measure of how your customers are effectively using the engineer's time against what
Business Rule for Site or Account
Dir Sir/ Madam, I follow the guide from this link. https://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/helpdesk/msp-configuring-business-rules.html To setup business Rule for Site. But in my version install don't have Site in Criteria Your Version : 9.3 Build 9305 Latest Version : 9.3 Build 9305 [Details] Database : mssql Please see attachment for more detail and find out help . Thanks Henry
Out of Hours Worklogs
Worklog does not split out out of hours versus business hours
ServiceDesk Plus MSP - version 9.3- Build - 9305 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9305. Please refer the Migration path table available here and upgrade to our latest build 9305 What's new in ServiceDesk Plus - MSP 9305 ? Enhancements : SDPMSP-7518 : Option to dynamically associate the existing solutions to the newly created accounts. SDPMSP-10160 : Announcement will be shown automatically to the newly created account, when "Select All Account" is enabled. SDPMSP-10227 : Ability to hide the "Forgot password"
Account pulldown is empty since upgrading to 9304.
This makes the whole system impossible to use for our workflow. The account pulldown in the top bar doesn't contain any accounts. I read that this might be due to a known bug (I did have accounts with an ampersand in the name which I've since removed). "11200: When any of the account is having special characters in the account name, account combo box will become empty post 9304 upgrade" Does anyone know if there is some way to manually fix this? Can i simply update a table somewhere? What populates
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