Service-Now Watch List vs. SDP Email IDs to Notify
Is there a plan on changing how Email IDs to notify will work on SDP on the Requester view? The current state of SDP's Email IDs to notify is prone to user input problems especially when requester needs to notify multiple email address. Here's a set of screenshot for comparison: Service Desk Plus's Email IDs to Notify feature: Service-Now's Watch List feature:
SDP MSP - Technician Home Page adjusts won't save
Hi, I've added new widgets to the Technician Homepage succesfully as attached screenshot When i press the Publish button and navigate through the request and went back to the home page, it is resetting back to default: Why can this not been edited? Kind regards, Jarl Hoenink
Request catalog new incident paste screenshot bug
Hello, I've reproduced this bug at the MSP demo website http://itildemo.servicedeskplusmsp.com/ Make a random screenshot with the 'Print screen' button. If you go to request catalog / new inicident, you can paste the screenshot in de description. However, if you clear the description (CTRL-A + DELETE) and click Resolution below to open it, if you want to paste the screenshot in the description again it appears in the Resolution. Is this a bug or a feature? ;-P Beste regards, Kerim Berkeveld
Example for HTML custom menu?
Hi, can anyone provide an example of an actual HTML file to use with the "Custom menu" - "HTML" feature? Is it possible to use the JSON data of a request with the HTML? Or is the HTML just static and will be displayed?
Automation of Ticket status
Hello, I'm working on a way to automate Ticket status changes once the ticket is assigned to a technician. Basically what I want to do is the ticket is submitted and automatically defaulted to "open" once the technician assigns the ticket to themselves I want the status to change from "Open" to "Assigned". I did find a way to do this in the Field and forms rules, BUT it only works if I go into the ticket and then assign it to myself. It does not work when I use the shortcut shown below. Is this by
ServiceDesk Plus MSP - version 9.4 - Build - 9418 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9418. Please refer the Migration path table available here and upgrade to our latest build 9418. Please refer our read me from here. Please note the Major Behavior changes Update below. Ability to move request from an account to another is restricted. It will work only in the following cases. If the requester of a ticket is an actual end user (not technician), then the new site will be associated if that site belongs to the requester’s
Grey page after login
Hello, After upgrading to 9.4 Build 9416 our users experience a weird issue. After login some users see a grey page: Other users don't have this problem. We have tried all kinds of different browsers, but the same issue still occurs. I can't figure out what goes wrong, so any help is appreciated. Thanks in advance. Kind regards, Kerim Berkeveld
Major Behavior change Update - 9416 release - SDP MSP
Hi Users Greetings for the day. We did a major behavior change in our 9416 release of ServiceDesk Plus MSP. This is taken as a precautionary step of security. We request all your understanding on this and share your feedback in case if this change affects you. I request all users to post your valuable comments in this thread or contact us at sdpmsp@manageengine.com for any clarification. As SDP MSP targets MSP users who supports different organization (companies), we are restricting the request movement
Script to amend request subject not working properly - incorrect date format
Hi everyone, Hoping someone can help me. I have a script running that pulls information from the request details and adds them into the subject for my new starter request. The issue is, one of the fields i am pulling is a custom field for the employees start date, however when this pulls through it comes through as below: EMPLOYEE NAME: Daniel Walker START DATE: Mon May 27 2019 16:02:00 GMT+0100 (British Summer Time) DEPARTMENT: Service Desk The highlighted area is showing the full time and timezone
Backup restoration hangs
I was backup my ServiceDesk Plus MSP 9204 then do a new installation on Ubuntu 16.04.2. New installation works fine. Finally when trying to restore my backup it hangs. These are last lines: (I'm using sudo sh restoreDATA.sh -c </path/filename>) localhost:65432 - rejecting connections feb 21, 2017 3:55:07 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer isPgReady Información: pg_isready returning status :: 1 feb 21, 2017 3:55:07 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer
Is there a way to move a project under another project as a Milestone?
Many Thanks, -JCGrindstaff
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
how can disable or hide Site and assets
i want disable or hide site and assets option in Incident template for requester view, how can?
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
Automated Close Mode
Hello, i want to enable the Automated Close Mode for one specific site in my organization but i want to keep the Manual Close for the renaming sites... Would you please help me on this ?
Is anyone using ServiceDesk Plus MSP with other Zoho products like CRM and Books?
With the ZohoOne products out I am wondering what integration there is now, how it works, and if there are future plans for further/better integration. Thank you
Error while requesting free MSP key
Please issue free key to fazlin@cloudit.com.fj Company name: CloudIT PTE Limited Country: Fiji
Measure the efficiency of your service fulfilment process by tracking delivery time
A help desk's service process is a blueprint that defines how requests must be processed. It covers everything from how requests must be categorized and assigned to the technicians, to how requests must be worked upon, including the workflow and the steps involved. Tracking the efficiency of the service process is cumbersome and often involves chasing several metrics. A good place to start is looking at your service delivery times. Service delivery time, that covers the total time between request
Change requester with SQL script
Hi, I have a bit of a problem. One of our customers have used a consultant for a long time, and have now employed this consultant under their own "flag". The requester have since gotten a new username in their AD and a new requester in SDP MSP. The problem is that they want all the requests he registered when he was a consultant moved to his new requester. So, my question is: Can I somehow, find the ID of the old requester in the database, and with it, change the owner of all the requets he have
IT analytics in 90 seconds: Leverage monthly recurring revenue to enhance your MSP's business model
Enhance your business model by monitoring your organization's recurring revenue using reports in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Free webinar] Busting the Analytics Myth: Can Analytics really help you improve help desk processes?
Hello folks, Join us for a session on May 23, 2019, where we put analytics to the test and answer the following questions: Can analytics offer new insight into your help desk? Aside from basic help desk reporting features, what else does analytics have to offer? Does analytics have any role to play in defining your help desk strategy? Date: May 23, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Click here to register. Don't worry if the webinar timings don't work out for you. Register anyway, and we'll
[Webinar recording] How analytics for change management process can save you millions
In case you missed our webinar on, How analytics for change management process can save you millions, here's a recording of the session: If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial version. You can also check out some of our earlier webinars, here.
Why tracking customer satisfaction alone isn't enough
Today's help desks are entirely customer centric, and everyone from technicians to managers play their part in making sure customers remain satisfied with the services delivered. Technicians constantly look for ways to provide swift and high-quality solutions. IT managers play their part by keeping a close watch on metrics that directly have an effect on customer satisfaction. These metrics include first response time, request resolution time, service delivery time etc., A more direct approach to
Merging requesters MSP
I know there is a built in function for merging requesters in the non-MSP version, I think it came in the 9412 build. Is this function on the road map for the MSP?
SLA for Service Catalog Request
Hi when our system was setup a few years back by a consultant he configured it so that we must create and assign a separate SLA for every customer site on every form. This is an administrative nightmare. I am working on updating all our SLA and am looking to simplify them. Pretty sure I need to change something in the Site setting but not sure what to change and what the impact will be. I attached one of our site settings screenshot below. Thanks
python script to open reqeust in SDP MSP
Hi, I know there are some topics to share how to use python to connect SDP MSP through API. but I cannot find sample to show how to create request in SDP MSP. does anyone can share the python3 script with me? Thank you! Code Chang
business rule to execute script
Hi I want to execute script in business rule but can not find the document to explain what variable string will pass to my script. Any one can provide this information to me? Thank you! Code Chang
IT analytics in 90 seconds: Track down stale tickets to ensure customer satisfaction
Improve customer satisfaction by staying on top of your inactive tickets using the Last Activity Report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Resigned status technician
How do you change a "Resigned" technician to active? I ran the query to confirm the status is resigned. Database:Posgres Version:9.4 Build 9416
Emails received from new email addresses ?
Good day, is there a way which the new email addresses that create tickets, that they be added to a default site? unable to do this with business rules, nor default incident template. is there anything else i can try to have this done? Kind Regards Lucille SDP MSP- Build 9408
Group Approval - By Support Groups
Is there a way to set workflow approvals by assigning to a specific Support Group then set either all members should approve or at least 1 member should approve? I found Organization Roles but it only limits to the Requester. I was looking for something similar to Approval Group of Service-Now: https://docs.servicenow.com/administer/workflow_activities/reference/r_ApprovalGroup.html
SDP MSP mail commands
Hello. I have the following scenario In our organization the techs will be sending the emails to open tickets for various account so they must be allowed as requesters on all the accounts in the system and allowed to assign the tickets to those accounts. Regardless of the account i need it to send a notification email of a new ticket to a list of techs along with one back to the requester if they are not on the tech list. From what i have seen i can only assign an account when #REQUESTER=guest#
IT analytics in 90 seconds: Boost your MSP's revenue using customer effective rates
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report maling attachment problem,
hello, When we want to mail a report by manually or scheduled in HTML or pdf format ( tried only two format) , the report is attached in to mail as "untitled attachment 000xx.dat" . This problem occured after applied update 9.4 Build 94.16 . Yoıu can see the sample message in attachment. System is : windows server , db psql. regards, Ertan
[Free webinar] How analytics for change management process can save you millions
Hey there! We're back with yet another webinar on change management. What it's about: To keep up with the cycle of disruptive technological changes, IT organizations need to have a robust change management and implementation process in place. Because, the alternative—not having one in place or having a poorly managed one—has proven to be costly and chaotic for businesses. Join for us a free webinar on How analytics for change management process can save you millions, to learn how analytics
backup problem
Hello, System can not backup db after update , build is 9.4 /9416. SDPbackup.log file has been attached. Help please. Regards, Ertan
Duplicate Support Groups on Different Sites
Hi Team I have a question. Is there any way to duplicate or copy a support group to different sites and/or different accounts? For this, the technicians are assigned and have visualization in the different accounts and sites. We currently have MSSQL and SDP MSP 9413. Thanks and Regards.!
Is it possible for services in the Service Catalog to apply to all accounts?
Hi all, I've created several service templates within the Service Catalog, some of which only apply to one or two of our customer accounts, some more than that. However I was wondering if it was possible to set services to apply to all accounts? I am aware I can add all accounts to the list of 'selected accounts' when editing the service template, but that does not apply to newly created accounts - they have to be added manually. When there are 20 or 30 templates this is quite frustrating, as I'd
High Priority Alternate notifications
Good day, Can you please advise if there are other methods of raising Alarms or notifications for P1 or P2 Tickets. Is there perhaps a integration App or custom scripts that's can be run. We currently utilise the business rules for email notifications, the problems is we want our technicians to be notified 24/7 with out them having to sit in front of their laptops watching the tickets or watching their emails for P2 & P1's. not sure if this is possible or if this is something we have to outsource
IT analytics in 90 seconds: Ensure sustained profitability through revenue diversification in an MSP help desk
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