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
Requesters
We have accounts with a [single designated manager per account] making support requests. There are supervisors assigned to six of those accounts per territory. What would be the best setup for allowing supervisors access, and ticket notifications to their assigned accounts?
Clean CC field automatically on incoming request
Hi, We would like to see an option for incoming requests, where you can, for a specific requester (e-mail address), automatically clean the CC field. Explanation: We have a customer who sends out requests to us, and within the same e-mail, they CC other persons and distribution lists to notify them. So that request mail goes out to quite a number of people. Whenever we reply or do something, it sends out to all of these persons and distribution lists. A lot of mail goes out to people who might need
How to associate an email to Account - Site
Dear All We are 100 Site belong to 1 Account. Every Site have an email to send request. By default In Account setup we only add domain to match with that account. But some Site do not company domain email. They use gmail or yahoo mail ..v..v. They use email to send request. Please help how to add exactly email for every Site to help for support agent know which customer send. Ex: email1@gmail.com --> Account A - Site A email2@gmail.com --> Account A - Site B email3@yahoo.com --> Account A - Site
Update RoadMap
Hi, Can you update roadmap by link https://www.manageengine.com/products/service-desk-msp/help/adminguide/msp-roadmap.html ? Are you planning in future releases the following features? 1. Request Form Customizer: - Ability to define section, label text for section, and fields inside a section. Selecting the section includes the fields under the section as well. - To set default height of description field and other rich text additional fields. - Ability to include help card for filling the form.
How to allow solicitors to see the Worklog Tab?
HI, I would like to know if it is possible to allow solicitors to see the Worklog Tab? Thank you in advance
Changing starting ticketing number
Hi, I am looking to change the staring ticketing number from 1 to 1013501, to match our old system. I found instructions from MYSQL, but could not find step by step instructions for PGSQL.
sdp auto login
Hello , The Password is in clear-txt in The URL we use to auto-login to SDP .It is possible to secure this url or how can we use more secure this URL ? http://sdpserver/HomePage.do?username=User1&password=1234567&domain=contoso . Regards, Ertan
Move the Clients to the archive SD
Good afternoon. The client refused to support, how to transfer Contacts Client to the archive without deleting them from the SD? How to detach the Board from the engineers? Thank you
Handle Spam with Business Rules in SDP MSP 9303+
Hi, we are currently on SDP MSP 9302. I read in the change log for 9303, that there is a change in behaviour for the business rules: "When Business Rules are applied to move a request to Closed / Resolved / Completed status, the action will be successful only if the Request satisfies the Request closing rules.". I've setup a Business Rule that automatically closes a Request, if it's moved to a Support Group named "Spam". Usually the Technicians have to fill a lot of mandatory fields, a Worklog and
ServiceDesk Plus MSP - version 9.3 - Build - 9304 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9304 Please refer the Migration path table available here and upgrade to our latest build 9304 What's new in ServiceDesk Plus - MSP 9304 ? Enhancements : SDPMSP-5949 : Task id is shown in task list view for easier identification. SDPMSP-8344 : Ability to import email domains during account csv import. SDPMSP-10630 : Consumed details, Base Allowance, Carry Forward, Chargeable details will be shown in the generated bill. SDPMSP-10764
Problem in Email Setting (Exception while connecting to store)
Hi, When I configure email incoming, outgoing email, It does not work correctly. I view this message in application log: (Exception while connecting to store) Connect failed I can ping email server from ME server, I can telnet port, I reset password but It does not work. Regards Friman
A report on the re-open requests
Good afternoon. I want to generate a report on the re-open requests that were in the "Closed" status, then re-opened. When I generate the report in "reopened" fall of the requests that were in the status of "resolved, waiting for approval of the request". When the user answers a letter for a request with status of "resolved, waiting for approval of the request", the request shall be considered newly discovered. How to create a report to avoid requests that had the status of "resolved, waiting for
Billing and Contracts
We are not currently using the billing/contracts area of MSP. How can I find out information on how to best use these areas? One requirement that we have is that we will bill (in excess of a monthly quota) only for Service Requests as defined in the Request Type field. I do not want to have to use a billable/non-billable field. That just leaves room for error. All Service Request activities are to be considered billable.
Introducing Advanced Analytics for ServiceDeskPlus MSP Change Management Module
Advanced analytics for change management is now available Now get the power of advanced analytics to plan your changes ahead of time; reduce adhoc change requests, and cut down service outages resulting from emergency changes. Click here to know more. Note: ServiceDesk Plus must be on build 9303 or above, and Analytics Plus has to be on build 3300 or above to enable change management analytics.
Purchase Section
Hi, I currently have an issue whereby I cant receive one of my purchase orders, it just says 'receiving please wait' but doesn't do anything further. Can you assist/ Thanks, Tracy
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