Export all Requester data including additional fields
Hello, I have added a number of user additional fields. I’m having trouble writing the query to output the data that is contained in these new fields. It looks like the values come from the PEOPLE table and joined by CIID? The secondary goal is to be able to export all values related a Requester, update in the XLS file and upload. Can you please provide a query that will display all values associated to a requester.
Ticket generated from an email was assigned automatically to a specific site/account.
In our SDP MSP, we have multiple tenants and we are using another platform to forward an email to SDP MSP to create tickets. However, these tickets are being automatically assigned to a specific site/account. Appreciate your help!
SLA's for Service Request
What is a good work around for the SLA difference between Incidents and Service Requests? We built all of our SLA's for incidents around the Priority of the request (which is determined via the prioirty matrix). This is great except for Service Requests as the SLAs there don't give you the option to look at values entered into the request. I thought business rules might work but there is no action to set SLA, Due by date/time or response date/time. Thanks in advance, Tammy
Requester Portal Report
Good day, I would like to pull a report on tickets logged via requester portal and tickets logged via email on Service desk plus. What's the easiest way of running such a report? Thanks T
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog? Thank you.
ServiceDeskPlus MSP - Workflow - Calling Remote API
Hello, We would like to have SDPMSP fire off REST API within the workflow. Is that possible (.i.e.) to coordinate tickets with remote customers ticketing systems. Thanks. John Scarborough
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service catalog: could not see tech in approver field
Hi I have a service catalog template with approvers as additional field. If I choose in the SITE field any site from the MSP account I can see technician and requester allowed as approvers, but ... when I choose a site from another account I cannot select anymore as approvers, ony 1 vip requester shows. (The technnician are service approvers and have Associate account: all the account and Associate the site: all sites) there is no form rule to hide them. Any idea? Thanks
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for our three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing 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: October 17, 2019
Cookie bug removes domain name at login
Hello, I've reported this a few years ago before, but the topic is gone and not resolved. So here is a new one, because the problem still exists. When a requester sends an email to our servicedesk, they receive a notification mail with an URL like http://servicedesk.[ourcompanyname].nl/[nameofcustomer]/WorkOrder.do?woMode=viewWO&woID=[ID], because their account Login URI is http://servicedesk.[ourcompanyname].nl/[nameofcustomer]. If one of our technicians is assigned to that ticket and clicks on
Chat feature not working - running from cloud
Hi, We installed Servicedesk plus MSP on our cloud server. When we tested the chat feature, technician are not able to get any chat notification from requester. Our aim is to set up external requester and get them to use live chat feature via our cloud server. Can this be done ?
Business Rule - Notify on new Requester creation
Hi there, We import our business users via AD sync. When we use the option: Process emails received from new email addresses? YES This is so external parties and suppliers etc are able to raise tickets. Is there any way to get a notification? I would like to review any tickets and requesters that are created outside of our core AD users. Thanks in advance, Dave
A couple of questions on the product
Greetings to all forum users. There are a couple of questions about the product. 1) How to create a custom report. A report should show for each group of specialists, for each technical specialist, a calendar of absences (leave) with types of absences and their number, per calendar year (MSSQL DB) 2) How to create a group of specialists that would apply to all clients (Accounts) &Sites with default settings. In the current situation, it requires choosing a client and the list of clients(accounts)&Sites
Requestors and account assignment
Hi When customers email into the product that have not been pre-configured as requestors they are not in the correct accounts. How (ideally based on email domain) can this be configured? Thanks
Report on Deleted Requests
I need to create a report that shows deleted requests and who deleted them. Is that possible? I can see them in the System Logs, but not sure how to pull that data out. Thanks!
"Error when processing request" after import account from csv
Hi Team, Now I use SDP MSP. In Incident template, i have one called "New Incident". This template worked correct. This morning, I imported 100 accounts from csv with no error. And then, i go to Incident Template > click on "New Incident", the error notified as screenshot. Please help me to fix this issue.
Service Catalog - Requested Item Bundles
Is there a plan to add bundling of request items in the Service Catalog request item? When we deliver services and equipment as ICT, we want to deliver services or request items in bundles. Is there a plan to add Request Items and item + service bundling as a feature of the Service Catalog in the next builds? Currently, the following service providers do offer bundling of requested items: Service-Now https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/build/service-portal/concept/save-bundles-widget.html
Prevent Assignment to Techs on Leave
Is there a way to prevent a tech from being assigned a ticket when they are unavailable or to pop up a warning of some sort? We manually assign tickets (no auto assign).
Is it possible to change *BOTH* client and requester?
For a simple example, suppose you have two users, John A Smith from Client A at site A, and John B Smith from Client B at site B. John Smith calls you and you enter a request on his behalf, only to realize this is the *other* John Smith, from client B, after you've submitted it under John A. What is the easiest way to deal with this? If you try to change the requester, it only shows you lists of people at the same client, so John B Smith isn't an option. if you try to change the site, it only
API v3 Authentication
Hello. I am following the instructions to generate authtoken for v3 using Zoho. It keeps telling me it's missing something. IN this community, i see it says goto zoho. In the API v3 documentation, it says generated a technician API key. I have done that, but still get ""Technician key in the request is invalid. Unable to authenticate." Which is it, zoho or technician key? Is there some process that has to be followed if I create an account in zoho that matches the users in manageengine? I'm
Now Serving / Queue Monitor Dashboard
Is there a plan to build a queue monitor dashboard for technicians? This will give everyone (requesters, technicians and leaders) an idea what each technician is currently working on or what requests or incidents IT is currently working.
Backup restore strategy is not well mantained and looks outdated
Dear SDP MSP Team I am challenged with setiing up two-systems landscape for PROD and DEV enviroments and fasing silly issues when trying to restore a backup on a second server There is an instruction I managed to lookup: https://servicedeskplusmsp.wiki.zoho.com/Instructions-to-build-a-test-instance-of-ServiceDeskPlus-MSP-application.html?pid=0 which is intended for Windows enviroment only meanwhile I am on Linux Ubuntu, but okay - I can use some imagination Then this instruction tells that the backup
Possible to set 'created date/time' from e-mail headers ?
Hello, We are experimenting with a ServicePlus MSP trial. Sometimes, we would like to be able to move an e-mail manually from the personal Outlook inbox to the Inbox SDP is processing. This works great, except for that the creation date is set to import date/time, in stead of the actual received date/time from the e-mail header. Is there a method or setting to achieve this ? Thanks!
Service Desk Plus MSP, User Conference in Toronto, Canada
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Operational hours for worklogs
We have a problem with operational hours. We are working from 9:00 to 18:00 and we use this time for "Due by time" and SLA's. But we don't want to use it for worklogs as our technicians could work even at night and this time should be billable. We tried to add a Service plan with equal cost for working and non-working hours, but when we add worklog for ticket SDP still set only working time as billable. Am I doing something wrong?
Problems with Solutions
Hi we are trying to create a knowledge repository for both techs and customers and have several problems/questions as follows: 1) Solutions tab in Resolutions in a request does not work properly. I get random recommended solutions that have nothing to do with the tech. For example I have a request that has the word PVQ in the subject. It is also a keyword for a solution. The Category of this ticket is PVQ/Custom Report. The Category of this solution is the same. Instead of getting this solution as
ServiceDesk Plus MSP - version 9.4 - Build - 9422 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9422. Please refer the Migration path table available here and upgrade to our latest build 9422. Please refer our read me from here. Issues Fixed : SDPMSP-8577: Worklog start time auto populates even after disabling the respective option in self service portal settings for the contract billing associated worklog is fixed. SDPMSP-13000: Problem with Survey Message HTML Editor is fixed. SDPMSP-13293: Default software reports are
Approval Process / Pending Approval
Hello We need to run approvals and use custom triggers to achieve that. There is no service catalogue option and we actually have no much requirements for it. However when we start approval for two persons, then only the first apprioval action marks the request as approved even if the second approval is still pending. We found no options to configure that under Admin -> Self-Service Portal Settings -> Approval Settings I discovered a related topic with no solution for a non enterprise edition of
SDP-MSP Mobile app (android) does not show attachments
Hello, we are running latest version of SDP-MSP on our server, and connected a technician with SDP-MSP mobile app on android. Everything seems to work fine, except when a requester is sending e-mail with attachments, the attachments are not displayed in the app. The app does seem to load them, as they are visible for a split second after pressing the attachments button, but cleared directly afterwards and the list remains empty. Is this a bug ? Thanks
Build 9415, can't change account of request anymore.
Hi, We updated to Build 9415 yesterday and today we noticed that we can no longer change the associated account for a request ticket. We used to do this through the edit option from the main Request view but it just turns up blank now when we try to change Site and so forth. It said in the 9415 readme that we can no longer bulk change but in this case it's a single ticket at a time and it still doesn't work. Is there a work around this or are we simply going about it in the wrong way? Best wishes,
What is GROUP in $COMPLETE_JSON_FILE
Hello Trying to shape the logic of complex approvals based on a request's functional area by using the custom triggers. I need to understand what functional area is effective and I see there is GROUP field in $COMPLETE_JSON_FILE which in my case always empty. Please advice what is this field and how it could be populated? Thanks and regards, Alexey
Distribution of tickets
Hello, Please may I ask one of my fellow service desk experts if it is possible to set up multiple SMTP addresses within service desk? Currently, i understand there is a function which directs emails to a support group in ticket form. But, can we set up multiple SMTP addresses, say.. one for each support group to eliminate the manual intervention to assign tickets accordingly??? :) Kindest Regards, Gary
How to use User Group to restrict visibility of requests
Hello Need to fine control which requesters can see others requests. The is site manager visibility, department manager visibility, I know. But if we need more specific controll like users in FI group can see only FI requests whatever department or site? I understand how to use User Group to control visibility of Incident Templates used to create an incident, that's all.
ServiceDesk Plus MSP - version 9.4 - Build - 9412 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9412. Please refer the Migration path table available here and upgrade to our latest build 9412. What's New ? Enhancements made : SDPMSP-11376 : Option to show only approved solutions to the technicians Unapproved solutions will be hidden from technicians who doesn't have solution approval privilege. Issues Fixed - List is available here. Note : As a best Practice, please do the upgrade only in your Test environment and based
Chrome cookie bug?
Hello, On a regular basis when our users want to login with Chrome they no longer can select which domain they want to logon to. All they see is local authentication. We discovered it's a cookie issue. So our advice is to delete the SDPMSP website cookie. Further investigating which cookie causes this problem, I discovered it's a cookie called cli: When we delete this cookie, the domain is selectable. Is this a known issue? Kind regards, Kerim Berkeveld
Constant font change in notifications
Is there a reason why we cannot set a default for the system? Notifications in the system are wildly inconsistent ranging from roboto to time new roman. If you set the font to arial it will randomly change between both roboto and times new roman.
Creating a request - Paste Image in Description
When creating a new request Copying an image from an other software Pasting the image in the description of the request. The image appears in the Resolution section of the request instead of the Description section. Note: when Editing an existing request this behavior does not happen the image is in the Description. ME MSP Version : 9.4 Build 9421 Database : postgres
Issues restoring backup to new MSSQL2017 server.
Having issues restoring backup to a new MSSQL2017 server. We're getting the message below when restoring. I left the restore process on for 4-5 hrs and still haven't completed. Please wait extracting backup file Please wait extracting backup file Please wait extracting backup file java.io.IOException: invalid CRC (MAC) for file: fileAttachments/PurchaseOrder/May2019/10599/MicroAge 2058053 05 12 19 $423.00.pdf at net.lingala.zip4j.io.ZipInputStream.close(ZipInputStream.java:77) at
Account manager default site
When technicians create requests for Account with 2+ sites and choose requester - SDP automatically set requester's site. But when requester is account manager and he creates a request by himself SDP doesn't set requester's site for default but just choose the first one from the list and it is very annoying as user creates 80% for himself and only 20% for others and he has to change the site every time he creates a new request. At the same time if account manager use the mobile app, his default site
Moving from test server to production server
Can anyone help how I can quickly move updates on service catalog request template such as new fields, and new field and form rules from a test server to production server? With the current state,if I spend 48 hours on changes for one request template on the TEST server, I have to use almost the same number of hours to move that new catalog to the PRODUCTION server. I was used to a quick solution using Service-Now's "Update Set" but here with SDP, it's really taking a loooonnngg time. Update Set:
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