E-Mail commands
We have setup an e-mail command, but when we send an email with the subject "SDP" ""ACCOUNT=Test"" ""SITE=Test"" it does not change the properties of the ticket and the ticket remains unassociated. It's almost as if the email is not being parsed. I've had a good look around and there's not much information on this. Can anyone assist?
high cpu usage
Hello We are using servicedesk msp plus 9.4 Build 9416. Last two days sdp is using high cpu (%95) an we have not found the reason. Any advice ? of taskmanager Regards
Notification bell issue.
Hello, We have an issue with our notification bell. It does list the changes when clicked on, however it does not light up or display anything indicating that a change has been made. I looked at other articles for this issue and did run the following: select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%' DYNAMICNOTIFICATIONS ISENABLED true To Enable/Disable Technician Space Port :443 NIO:8087 I saw a comment for SDP that there might be a cached extract file somewhere? What
Pending View
Hello, I noticed under the "Pending Request" view on-hold, and open tickets are also displayed. Why? Is there anyway to change this view to show pending only to avoid confusion? What is the difference/definition of open and assigned & pending and assigned? I know the tickets still "in progress" ,but why group those 3 together under pending but separate them for on-hold and open? I want to make sure I'm not missing anything is all.
Configuration of widget
Hello, I've created some Request status different from "Open" , "On Hold" etc.. Is it possible to make the widget that displays the current techinicians tickets who are "On Hold" or "Open" to present the requests on custom status?
technical from ad,or how remake requster into a technical
Hello, tell me how to connect the accounts of technical specialists from AD/LDAP , or how to remake a imported from AD requster into a technical specialist as it was in the manageengine SPD + edition
Notification bell not working...
Hello, We have an issue with our notification bell. It does list the changes when clicked on, however it does not light up or display anything indicating that a change has been made. I looked at other articles for this issue and did run the following: select * from globalconfig where category like '%DYNAMICNOTIFICATIONS%' DYNAMICNOTIFICATIONS ISENABLED true To Enable/Disable Technician Space Port :443 NIO:8087 I saw a comment for SDP that there might be a cached extract file somewhere? What
Need Help With Incident Template > Field and Form Rules
Hi I would like to achieve the following. When someone emails manage engine a request is created, Manage Engine will look at the domain in the email address (in this example googlemail.com) then assign a custom field value "Brand" with "Google Mail" I have configured the following in Admin > Incident Template > Field & Form Rules which can be seen in the attachment. This is not working, For some reason "All Requesters" and "All Users" do not appear in the drop down, I believe to make this work
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Incorrect time zone
Recently we updated the version of our ManageEngine MSP Plus to the most recent version, with this update we have an one problem that we need to help us with the solution of them. Problem with the time zone, the exported reports are exported with 2 hours more than the one shown directly on the platform.
Disallow users to reopen their requests
Hello! I want to disallow users to reopen their own requests. I have set the following options; When ticket is resolved (not closed) and user respond to acknowledgement email, the ticket is opened again! How can I prevent users from doing that ? I want to allow my requesters to approve the solution and send confirmation email, which will be added to the ticket, but will not open the ticket again. In addition, when request is opened after user's reply, category and priority column are not visible
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
ServiceDesk Plus MSP - version 9.4 - Build - 9416 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9416. Please refer the Migration path table available here and upgrade to our latest build 9416. Behavior changes Update : Bulk association of sites in request will work only under 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 account. If the requester of a ticket is a technician, then the new site will be associated
Build 9415. No longer possible to change site on request
Under edit it has been possible to change site but that has changed after installation of 9415. We get mails that we forward in to servicedesk, and the change site and requester, but that is not longer possible, or is there some config that we need to do? Regards Hans Orbert Anzena
Major Incident Support
Do you have any plans to add major incident support to the application? I would like to see capability to bring multiple parties together as well as ability to send updates to groups of customers.
MSPSDP - 10613 known issue status update
Hi Guys, Can you confirm the status of this known issue 10613 . I cant find it on the known issue portal and its still a major time waster for our technician. This issue was reported on 10 July 2017
Windows Agent name PC in Assets
Good Afternoon. The Window Agent polls the PC and sends the data to SD server with the PC name pc01.domain.local, and I need the name to be pc01/company. I rename the PC in Assets, but after re-polling the PC with an agent, in the Assets the PC is renamed pc01.domain.local again. Please tell me how can I change the name of the PC so that the Assets contain pc01/company and not pc01.domain.local and after re-polling the PC was not renamed? Thank you
Issues logging on with the mobile AP
Hi We are having this issue with both Android and iOS devices: API Key is generated fot technicians SDP version 9.3 Build 9300
Build 9415 Reports Module no longer reads "projectcomments c" as a project field.. PLEASE ASSIST
My organization runs a "project comments" report from the Reports module in SDP-MSP to go hand in hand with a full project report pulled from Analytics Plus. Because for some reason Analytics Plus can not pull project comments from SDP-MSP??? Now with the new Build 9415 applied I retrieve the following error whenever the PComments report is ran: java.sql.SQLException: Invalid object name 'projectcomments'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781)
Setting up Chat feature.
Hello, We recently switched to HTTPS and now we are gearing up to use the chat feature. We are running into problems already. The technicians list is showing all techs offline. Their status is not green. There is no notification that a new chat has been received unless you reopen the chat window. Created a test requestor account and tried to intiate a chat but it did not show up on the technician side. It does show up in missed chats though. Server port 443 NIO port: 8081 We have confirmed both
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Question about Billing in MSP
We looked at the Billing section in MSP some time ago and determined it could not meet our requirements. I am wondering if this has changed in past 2 years. Requirements are simple: 1) Customers are billed for all time in Work Log for all tickets where request type = Service request. 2) Customers have a bucket of support hours. They are only billed for hours exceeding their allotted total. 3) Customers are charged an hourly rate for overages. So if a customer purchases 30 hours of support per month
Group Notification
Hi, I see there is an option in the Notifications section of Admin: E-mail technician when a request in a group is unpicked. When would this notification be sent? How would I configure how much time to wait before the alert is sent? Thanks, Brian
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Continual Improvement - from decentralized to centralize management
Is there a plan to add continual service improvement module within SDP? As of today, there are multiple service improvement ideas floating around multiple platforms: - emails - spreadsheets - tickets - project post-deployment reports - what went wrong, what could have been done better - etc. Currently, I can see it within Service-Now: https://docs.servicenow.com/bundle/london-it-service-management/page/product/continual-improvement-management/concept/cim-landing-page.html
Continual Service Improvement Module in SDP MSP
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Reassign sites
I have a generic email accounts "alerts@abc.com" which I use for 200 odd customers. I want to create a rule that says: If from "alerts@abc.com" and subject contains "Customer 1" change the site (requester) to "Customer 1" Is there a way to do this?
Techs Unable to Add Workaround or Solution
Our technicians can not enter a solution or workaround in Problem Management. There is no option listed for them to add one. Their role have been granted Full Control in the Problem section.
Custom View - in Problem, Change, Tasks, Solutions
Is there a plan to make it standard to have an option to create a custom view for Problem, Change, Tasks, Solutions and Purchase? The custom view / custom filter is only available in Requests as of today. From my perspective, having this standard across all other modules is a better platform design.
ServiceDesk Plus MSP - version 9.4 - Build - 9414 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9414. Please refer the Migration path table available here and upgrade to our latest build 9414. Major features : Survey Enhancements. Password Manager Pro Integration. Site24x7 integration with SDPMSP. Billable/non-billable worklogs in all modules. Ability to add Tasks from the Accounts page. Option to deduct allowance only from operational hours when diff charges are configured. Other features and Issues Fixed list is available
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Can you merge tickets via a Business Rule / Automation?
We are getting a number of automated error message emails from a particular system and would like to merge them automatically using a Business Rule. Is this possible? If so, how do you trigger a merge from within a Business Rule?
Email trigger from Ticket Create
Good day, is it possible to trigger and email by using a specific Incident template. Meaning can we create a incident Template that as soon as it creates it automatically notifies a thirdparty ( email address) about the issue? We have external parties that we depend on a email to be shared once an issue is raised internally. to elaborate more: if our VPN connection does not work we want any technician to create a ticket using Incident Template for VPN down, and then this should immediately let the
Requester Dashboard
Hi, is it possible to enable dashboards for requesters? I see on the requester profile the Dashboard Icon shows however states, " you are not authorized to view this page." Please advise. Regards
Where is Trash for Problem, Changes, Projects and Solutions module?
The Requests module do have Trash. Why is it not available for other modules such as Problem, Changes, Projects, and Solutions? This is very helpful is someone accidentally deletes any record under Problem, Changes, Projects and Solutions.
Approve Service Requests by email
I have some users that don't want to log into the portal to approve Service Requests. Is there anything I can add into the email template that would allow them to approve or deny via email?
SLA
Good day, I have an MSP, and I have about 32 Accounts. These accounts share various services via on the service catalog while there are some that are unique to some accounts only. How can I assign the various OLAs specific to each account on the shares service catalog. Such as the email catalog is cross cutting. but the OLAs for account A differ fro account B. how can I set it as such, because now it only sees the MSP account which. I hope you under what I am trying to say. regards, Namibia
Assign task to group in SDP MSP
Hi, I'm interested in asigning a task to a group of technicians. If I create a Task Template, I can select a group in the template, but the field "group" insn't visible while editing the task. Instead of "Group", I see the field "Account". Is there any way to assign a task to a group? Thanks, Regards.
Assigning more than one account to a technician - "User does not have sufficient privilege"
I created a technician to be able to logon the local authentication. I did not import him from any domain, I created him on the application. After editing the technician by assigning him to more than one account. I get the “ User does not have sufficient privilege error”. But if I assign only one account to the technician, it saves successfully Please assist. Attached is the error message
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