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
Backups Not Listed in Admin
None of my automated backups are shown in the Admin section. This started a few weeks ago. The backups are running. I can see them in the backup folder. Also I have the backup set to save only 7 days of backups. The older backups are not being deleted.
Custom View
I am working on building a custom view, the issue I have is that I am getting these "system" tickets that I have no access too coming up and cannot find a filter to make them go away. I cannot "see" the filters for the built in ones to compare. Any help would be appreciated.
The request do not open on the replacement engineer
Good day, the request do not open on the replacement engineer. The engineer goes on vacation, puts the substitution in the calendar, his the requests in the status of awaiting response. The user responds to the request, but it is not transferred to a replacement engineer, the request is opening to the engineer, who is on vacation. How to fix this problem? PS. If i want to appoint the request for the engineer who is on vacation, the system automatically substitutes the replacement engineer. Sevice
Report Approval Pending
Hi, we like to create a report which shows us all Approval Pending Requests (included all status an Technician). THX for help
Incorrect time in the execution of the Request
The service desk has a working time from 9 am to 18. The SLA urgent plan is configured with an execution time of 1 hour. If an request arrives at 6 pm, the time of its execution is postponed to the next day and is set to 9 am, but must set on 10 am i.e. the engineer must start its execution at 8 am, but this is not working time, and request is considered to be overdue. Where can I fix this setting? Time on the server is correct. Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server
Adding an approval automatically with a custom trigger
Hi I'm using this script to have automatically approval workflow, the script is working fine with one Email. How can i add a second level approval? Thx
How to allow solicitors to see the Worklog Tab?
Hello, I would to know if it is possible to allow solicitors to see the Worklog Tab. Thank you in advance!
Contract notification Account
Hi guys, When creating contract notification message template, there is no Account Name to be displayed in the message. I had to create a custom Field called customer and place it in the text for now, or i am missing something. see the attached photo what i mean. I was hoping it would take the account/customer name auto. Thanks
Share dashboard with users not Tech
Hi there are any way to share the dashboard with a user that is not techs. Right now my director want to have access to the stats and he does not have a techs user. Or any way to share an online report. Thank you, Jacir
IOS Push Notifications certificate expires today
Dear User(s) ServiceDesk Plus MSP - IOS push notification certificate expires today. Hence to overcome push notification issue, please follow the steps below : 1. Shut down Servicedesk Plus MSP application service. 2. Navigate into <ServiceDesk Plus MSP_home>\server\default\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will update this file in our next hotfix release
Request Rejection Notification
We currently have our SD+ environment setup to allow requesters to open tickets via an Email, however its configured to ignore emails that are not registered in SD+. This has been absolutely awesome for both weeding out spam and also only processing requests that are authorized to open tickets. However, from time to time we'll have someone submit an email and although they are not an approve requester in SD+ and their email essentially vanishes into the bit-bucket, I think it would be nice if ignored
ServiceDesk Plus MSP - version 9.3- Build - 9302 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9302. Please refer the Migration path table available here and upgrade to our latest build 9302. What's new in ServiceDesk Plus - MSP 9302 ? Issues Fixed SDPMSP-10863 - 'Request Type' column is available in column list for All requests module in custom reports for standard edition. SDPMSP-10866 - Unable to scan the windows machine using agent in certain cases. SDPMSP-10889 - Unable to assign group under tasks when associated site
support emails
Based on the support emails that's configured on the accounts, if a requester adds two support emails ( separate accounts) in the to field of and email, will this create 2 tickets or 2 replies? Thanks
Contracts
Hi Guys, Recently i added 1 contact for testing purposes, I created the contract with a start date and an end date, to be notified 45 , 30 , 15 days before expiry, I created a user with the custom distribution list, and also added the distribution list in the emails to be notified, How long does it take for the notification to be sent, can i force test it in a way, or did i make a mistake while configuring it, check the attached file Thanks
ServiceDesk Plus MSP Integrates with Online Accounting software leaders
Dear User(s) ServiceDesk Plus MSP Integrates with variety of Online Accounting software leaders to ease your Billing process. You can Sync your accounts and create invoices for specific requests. Ease your job by automating things and improve your productivity. Integration with ZOHO Books Integration with QuickBooks Online Integration with XERO Online Accounting software FAQ's available here Please write your feedback to sdpmsp@manageengine.com. We love to hear from you. Thanks Santhosh Head of
Version 9301 depreciated Technician Alert on Resolution
Hi, we upgraded to 9301 and as a result no-longer receive email alerts as technicians when a ticket is resolved. There is also no corresponding checkbox in the notification rules section. is this an oversight or an intentional regression? Thanks.
Service Desk Plus - Api for Adding Solution
Hello, Is there any api provided for add new solution. Kindly guide.
ServiceDesk Plus MSP - version 9.3- Build - 9301 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9301. Please refer the Migration path table available here and upgrade to our latest build 9301. What's new in ServiceDesk Plus - MSP 9301 ? Major Features : SDPMSP-10734 : Xero Integration - Sync accounts with Xero and create invoices for specific requests. Track your income and cash flow. Sync Accounts details.Sync Worklog. SDPMSP-8094 : Worklog type is added as a criteria in Bill Rule. SDPMSP-9980 : Worklog Type can be configured
Email Configuration & Notification Issues
On-Premise I am able to send a ticket in through email but when I try to reply I get a "Sending Notification Failed". Also, none of the techs get a notification email when a new ticket has been created. Sorry if I sound like a noob but this is my first time setting a ticket system. Help would be appreciated. Is my email settings correct? 1.) I created a email account called itsupport@domain.com 2.) I then created alias it_incoming@domain.com and it_outgoing@domain.com Please see attachment for screenshots,
How to automatically trigger tasks after SR is approved
Hi we have an onboarding and offboarding form with multiple tasks. I have the tasks set to Automatically trigger tasks once service request got approved. Problem is the tasks are being triggered at submission and not waiting for approval. Why is this?
Any way to restrict activites on Requests having a status = Closed
is there a way to restrict changes to closed requests so that additional work logs cannot be added post closure
Remote agent connection is very slow
We want to use the remote control through the installation of the agent, but when we make a connection the graphics are updated very slowly. Is it possible to improve this ?? Can the connection parameters be changed to make it more fluid? Thank you.
Response Time & DueBy got deleted after hitting SLA rule
I have configured to do the following when a low priority ticket is created, it has an SLA to resolve in 15 mins. 1. 10 mins before the ticket resolution is breached, it will escalate (action) to change the priority from Low to Medium. 2. 5 mins before the ticket resolution are breached, it will escalate (action) to change the priority from Medium to High. *** Meaning it will auto jump in priority if the ticket is not resolved. *************** My error is when the 1st level escalated, it was successful
Top main menu buttons only visible when hovered over using mouse
We have upgraded ServiceDesk plus MSP to 9.3 Build 9210 and then to 9300, and now we do not see all the top main menu buttons unless you hover over them with the mouse pointer. Is this a known bug? Attached screen shot. Best regards Jon
Deletion of additional text fields
we are running 8.1 and although i have admin rights we cannot delete any additional text fields that are created. We have now hit 24 additional text fields and cannot create any more nor delete any. It is also not picking up changes to text fields in our other templates, only incident templates. For example i have added an additional text field within our incident template. When i click on a service request template, the newly created additional field is not listed as an option to add. It does not
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