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
Offline VS Online in 9300 - what does it do?
Can this feature work to prevent off-hours technicians from getting tickets assigned? Thanks!
change DB
how do i change my postgres DB to MS SQL?
Scripting Dynamic Tasks
When creating a task dynamically based on a form field value how do I know what to put for the SetTasks $CS.setTasks(["templateTask1201"]); Is this the task template name?
Service request
Hi all, I am wondering if it is possible to open service request by sending mail? I have a system where customers request services. When request is created system send mail to SDP MSP and raise incident request with all details within (SLA, Site, Category and so on). I am asking is it anyhow possible to create service request instead of incident request by this way? Thanks and have a nice week
Scheduled Reports
I need to be able to delete the schedule on reports that I did not create. They are being emailed out and shouldn't be. Is there a query you can provide to do this? Thanks!
Why I got " Module provided in the request is not supported. " ?
Hello Sir When I Access this Website http://<My IP>:8080/sdpapi/change/208?OPERATION_NAME=GET&TECHNICIAN_KEY=xxxxx ( I want to use php file_get_contents() in this website ) and I got this error <operation name="GET"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation> I use Sevice Desk version 8.3 Build 8311 Thank you Very much Chatchawan U-patham
ServiceDesk Plus MSP - version 9.2- Build - 9210 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9210. Please refer the Migration path table available here and upgrade to our latest build 9210. What's new in ServiceDesk Plus - MSP 9210 ? Issues Fixed SDPMSP-7191 : Start Time and End time are shown in different format(Worklog). SDPMSP-9183 : HTML sanitation while request creation is not working properly. SDPMSP-9547 : In Assets list view column chooser, Ip address option is missing. SDPMSP-10130 : Purchase Additional fields
Regarding Outgoing Email
Hi, while i am trying to send reply mail to requester, i am getting an error like "sending notificatioin failed". please assist me to resolve this issue. regards, Venu Suri +91 9581304055
Please add the ability for task templates to update dynamically
We use task templates a lot. We'll make a template such as "Create Active Directory account", put a link to our wiki with the steps and then apply the task to our various hiring templates (Service Catalog forms). It would be great if when we updated the task template, all of the Service Catalog items the task template was applied to would be updated. I am an MSP user but I figure I'd put the feature request here for additional eyeballs. Thanks!
ServiceDesk Plus MSP - version 9.2- Build - 9209 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9209 Please refer the Migration path table available here and upgrade to our latest build 9209. What's new in ServiceDesk Plus - MSP 9209 ? Features SDPMSP-10373 : Ability to import users from Remote AE like importing assets. SDPMSP-10433 : REST API support for Worklog Type and Worklog Additional fields while adding worklog. Issues Fixed SDPMSP-10258 : While adding a task through API, the description returns null. SDPMSP-10325
Service Desk Plus Feature Help (Free version)
Hi We currently are currently using the free version of the Service Desk Plus (Ver 9.2 Build 9226) Our company is going through a growth spurt and we would like a system which has several features we dont believe the current free system can perform. Please could someone advise whether it is possible in this version? Thanks Job management System We need a way of seperating normal helpdesk tickets from chargable jobs (such as installs and onsite investigations) We need the accounts dept to be able
Common Site Issue
Hello dears, Please help me as I'm a beginner in using MSP ServiceDesk. Each time I've logged in I can't see the default sites and the only that I can see is the common site. sometimes it's worked after re-login but it seems that this is not the normal behavior. for example when I select Business Rule under MSP Details it shows: "Account Details - Business Rules for (drop-down menu) Common Site" wher I should see any other options. Your assistance is highly appreciated, Thanks, Rehab
ServiceDesk Plus MSP - version 9.2- Build - 9208 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9208 Please refer the Migration path table available here and upgrade to our latest build 9208. What's new in ServiceDesk Plus - MSP 9208 ? Features : SDPMSP-4232 : Ability to create Purchase order based on Account. SDPMSP-10094 : Ability to bill worklogs in a month without considering the status of the requests. SDPMSP-10327 : Ability to change the Date format in Billing reports (using query). Issues Fixed : SDPMSP-8825 : Site
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