site name update
Hello, We are trying to update any site name by servlet API in SDP manageEnginde MSP but it is not working true and is changing name of different site under differtent account. We need to rename all site's names in SDP ManageEngine MSP , could you please help us ? Regards, Ertan.
MSP - Self Service Portal Customization
Hi all, someone can help me to understand how I can customize the Main portal where the requester click on "Submit your request" button? For example, I want to modify the logo of the button. The only thing that I'm able to do resize/add/remove widget area. I tried some month ago the demo version of SDP and If I remember well was possible to directly edit the html code. Thank you so much.
Work Log Fields Not Showing
Hello Team, We have a problem when we create some tickets, after we work on the case and we need to fill the work hours only one option is available. It does not happen to all tickets created and we don't know what is causing this behavior. I need all tickets to behave like this: Some cases appear like this: Thank you very much!
Worklog Type
when viewing the available columns on the worklog details section, the worklog type is not available to view as a column. Can you confirm if this will be added? if so, when is this due to be available. Thanks Rory
iOS App and LDAP authentification not work
Hi, Does not work authorization via LDAP while trying to log in through ServiceDesk Plus MSP for iOS, informs that the username or password is not correct, although if you go under the same user account via a browser, then everything is OK. Login and password specified are correct. Domain entered one that is registered in the Domain Name in the LDAP settings. At the same time if you enter the credentials of a local user "administrator" in iOS App, there is no problem. For LDAP account techncian
No Description Field on Change Template FAFR
How to add Change SLA by Account
I have multiple account in SDP-MSP. I wanna to define Change SLA per Account. What should I do? Is there alternative way to solve this issue? Thanks
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Incorrect logo and No domain option when viewing SDP on a mobile browser
The logo of the SDP login page in mobile browser is showing an incorrect logo and there is no domain listed in the options (see screenshot):
CR Creation | Description box
Hi, Team I have query regarding the " Change Request's " description box.. i need to add a statement in the description box of each new created Change Requests, i have added my statement in all changed templates and it is working fine, but when the Technicians wants to " Associate Change " from " Requests " the CR will take the same description of the request itself and the added statement will not be added ! is there a way to fix this ? Please check the attached pic..
Constructing P-chart in SDP
Is there a plan to support p-chart in SDP Reports? P-chart: https://www.youtube.com/watch?v=LSd-1CJQbs8
ServiceDesk Plus MSP - version 9.4 - Build - 9413 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9413. Please refer the Migration path table available here and upgrade to our latest build 9413. Enhancements Made : SDPMSP-12672: Reply Template gets a new option to insert HTML. Issues Fixed list is available here. Note : As a best Practice, please do the upgrade only in your Test environment and based on the status, do the upgrade in the Production. You can contact our support at sdpmsp@manageengine.com for any assistance.
Service Desk Plus 9409 frequently does not login with any user, Why?
We have installed ServiceDeK Plus 9409 with FOS, in this installation we have the following infrastrict with its role: Virtual IP that senses the 2 SDP Primary SDP: Windows Server 2016 Secondary SDP: Windows Server 2012 R2 File Attchments: Windows Server 2016 DATABASE. CLUSTER MICROSOFT SQL 2014: Virtual IP that feels the 2 Nodes Node1 Primary SQL Node2 SQL Secondary Storage SCSI: Windows Server 2016 This FOS system worked the high availability test on the servers and automatically the second server
Email notification to Team leads when a ticket is assigned to a Tech.
Hello,I'm trying to figure out if it's possible to send an email notification to our Team leads when a ticket is assigned to a Technician. I checked the notification rules and found some thing that may work the option "Send notification to group technician(s) when a request in this group is updated." However, I do need some clarification as to what constitutes as "Updated" would this be every little thing done to the ticket or just major points like assignment of the request or closing of the ticket.
Account name change - implications
Hi I would like to know if something wrong going to happen if i change the account name. regarding to the business rules sites sla or the Requests under this account or anything else. Best regards,
API Python
Im trying use the API to create a ticket, but I just got the response 200 without any error. Im using this: import requests import json u rl = 'http://xxxxx/sdpapi/request' TechnicianKey = 'xxxxx' resultjson = {} params={ "operation":{ "details":{ "subject": "teste 123as123", "description": "descrição", "requester": "Monitoramento Zabbix", "account": "Account", "site": "Site", "group": "Group", "category":"Category", "subcategory":"DC", "item":"ALERTAS", "Request type ":"Incidente" }}} with requests.Session()
How To Track Account Details
We would like to track various information about each account directly in MSP. I have a few questions: 1) I know we can add additional fields in the Account section. Problem is that only a system admin can make these changes. Is there any way to allow technicians to update this information? 2) How can I run a report on the details in the account tab? 3) Is there a better way to store this detail per account? 4) Also saw in the latest release notes there was some changes made in Accounts. Can you
How to automate sending reminders to unanswered tickets?
Is there a way to send reminders automatically to those users against their tickets which are in such a " Awaiting Customer Reply & No Customer Response " status after 2-3 days ?
Any Impact to Changing Priority Name
Is there any impact to changing the name of the Priorities? We us 4 Priorities. For example our highest level is High - level 1. What happens if I change it to Urgent - Level 1? Do all the existing tickets get updated with the new value? Is there any impact on any workflow or sla based on this field if I make this change? Anything at all to be concerned about? Thanks, Brian
Incident Template - How do you identify contextual data of affected CI?
We are currently on the process of building an Incident Template and we want to get contextual data of the affected CI(s) quickly: How do I do these within the SDP incident ticket related to the affected CI? previous incidents previous configuration changes previous problems previous projects alerts logs dependencies Can I also invoke a runbook procedure?
how to install CA into SDP MSP ?
I have CA certification and want to upload into SDP MSP, but I cannot find CA import settings in admin settings. 1. how to import CA certification into SDP MSP 9.4? 2. how to handle sdp.keystore for OpManager Probe to create ticket? should I update sdp.keystore file in all probes which connecting to SDP MSP? Thank you Code Chang
Report: additional fields not in use
Hi I need a report to show unused additinal fields in SDP. Then I will be able to remove them. Any help?
link request, search problem
While link requests, from action inside a ticket (not form the list), I could not found SOME ticket during search... is there any know bug? what´s the ticket visibility rule in this seach popup? (account/site/group associated to user?) Thanks
Service Catalog - Request Template - Tables
The current service catalog / request template design of SDP does not allow us to build tables within forms. Is there a plan to apply such feature? From my perspective, tables can be an easy way of collecting multiple similar information from requester in a single form - it reduces the number of clicks required and the number of times a request has to be created. Some of the applications would be: List of employees in Employee onboarding, employee transfer, and employee offboarding List of email
CMDB CI as an Asset
I have populated the CI called Network with all of our circuits. Would like to generate Incident and Service Request tickets against this CI. However, this particular CI does not show up as a selectable asset in the ticket. How do I make this CI also appear as an asset?
Report showing AuditStatus for all scans - not just last scan
I am after a report to show the Audit Status for all success/failure scans as recorded in the history tab of each workstation. The report can be split across different sites and restricted to a specific date range (ie 1 month) as it would likely produce a great deal of data. I am wanting to use the success/failed scan logs to report on workstations that are potentially being under utilized and perhaps are being turned on only a couple of times in the month. All reports I have found only report on
No search under View Requests by Requester
Is there a plan to add a search field under ListRequests.do / "View Requests by Requester"?
Service Catalog - Version History or Update Set
Is there a way to keep track of my changes to the Service Catalog / Service Request Template including FAFR? I tried using Copy Template for template versioning but it will only copy the form fields - It will not include include Field and Form Rules. It is time consuming to copy each FAFR to the back-up template. It should: allow me to easily rollback to the previous version should I enter buggy FAFR to my Service Request Template allow me to check the user who last modified a service request template
Filter on empty date
Hi folks, I'm working with a custom request view in the latest version of Servicedesk Plus MSP and I'm trying to set the filter criteria to filter on an empty Responded Date. It seems though that i can only filter on a specific date not the lack of a date. There doesn't appear to be any way to say "show me requests where the responded date has NOT been set". Any help would be appreciated! Thanks, Serge
Hello, i have a problem "SDP"
Good afternoon how are you colleagues, sorry I am new to the world of manageengine and I have a problem with the servidesk plus product. I commented: In the service catalog I am creating a template that contains an additional field of applications (Example: VPN, WORD, ORACLE, ETC ...). I want to know how I can make when an applicant selects a different application has an approver for each application and sends an email to the approver. What are the steps to follow? Someone could help me. Thank you
Reverse proxy loads but cannot login
Hello, I have a nginx reverse proxy working however when anyone tries to login, the page simply reloads. No error message is displayed. If someone tries to login with wrong credentials, it errors wrong username/password. Any idea what I can check? I had this working on IIS reverse proxy for about a day before it broke and then IIS became useless so I switched to nginx where it's having the same behavior. Thanks!
SDP MSP Quickbooks intergration issue
Dear Support, I am facing an issue in integrating Quickbooks premier 2014 to MSP SDP Ver 9.4 I have installed all applications Quickbooks, QB web connector and SDP MSP in the same server. I have also enabled https for SDP. Please help me out in integrating the two applications.
How to Stop Scheduled reports
How to Stop Scheduled reports created by a different Support Resource
integrate Service Desk Plus MSP with Continiuum RMM
Hi All, Has anyone been able to integrate service desk plus with Continiuum RMM product? If so what were the steps at a high level and any issues you had? Regards
Add Task v3 API documentation - lack quality, looks like ManageEngine employee was forced to copy and paste information
To ManageEngine -- please look at the quality of the SDP REST API documentation at https://servicedeskplusmsp.wiki.zoho.com/REST-API-for-native-app.html What method should I use for this? PUT? POST? What's the URL?
How to get Technician status if online or offline?
Is there a way to get the technician status if online or offline via API? So far, with the API v1, here's what I can only get with /sdpapi/admin/requester/{requesterID} method: "site": "1", "first name": "", "businessimpact": , "department": "", "last name": "", "empId": "", "domainName": "-", "isvipuser": "", "requesterid": "", "emailid": "", "landline": "", "jobtitle": "", "costperhour": "",
ServiceDesk Plus MSP - version 9.4 - Build - 9411 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9411. Please refer the Migration path table available here and upgrade to our latest build 9411. Issues Fixed : SDPMSP-12535 : Mail Fetching is getting Stopped while request creation through email after upgrading to 9410 in certain cases. SDPMSP-12545 : Default Billing Contract is not applied over Requests which are created through Preventive Maintenance Task. SDPMSP-12547 : API structure of request details doesn't have contract
Requesters from certain Accounts cannot log in
Hi, I am experiencing a peculiar problem with requesters and the possibility to log in. I have 2 different accounts (Account A and Account B). When a user from A tries to log in to SDP, SDP shows the error message "Wrong username or password" (I have checked, doubble checked and trippled checked the password, I am entering the correct). When a user from B tries to log in to SDP it works perfectly. Account A was set up prior to B. I have tried to create a new requester on A, but it still shows to
How do I know which Report folder a specific report belongs to?
The system log entry for Reports module only shows the following information: - ReportID - Report started by - Report Title - Report finished at - Time Taken (in secs) - No of pages - Report Type - Report Format - Report Query
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