Report - Surveys out vs. completed
Hi team, I would like to create a report for the following: - How many surveys have been sent to requesters - How many surveys have not been completed - Which requesters have not completed the survey
Last Update Time Problem
My understanding is that when a ticket is edited or a response is sent from the ticket then the last update time will be updated. This does not seem to always happen. I have seen several tickets where a reply was sent from the ticket but the Last Update Time did not reflect it.
manual for who already know SDP?
Just want to know is there is a reduced manual for ppl who already know SDP solution. Thanks
technician creation date ??
Dear Is it possible to see the technician reation date for an internal audit? please let me know how thanks you!!!
Translation module
Do you plan to revamp your translation module?| At the moment it is very hard to translate interface as you can't view what exactly you translate. For example the word "Assign" https://i.imgur.com/no6BlpC.png there are more than 5 places where this word need to be translated and some of them already translated (in my case to Russian) out-of-the-box, and you can't distinguish translated out-of-the-box strings from non-translated strings. You can't even use Search to find which Russian strings refer
Purchase - PO - All ordered date shows 11:59 PM as time
Currently, ordered date shows 11:59 PM for all PO we have. Why?
Assigning Project Role to a technician - "User does not have sufficient privilege"
Hi, Not sure at what upgrade/release this started happening, but we can no longer assign 'Project Roles' to any technicians. We are currently running MSP 9.4 Build 9408. I have full SDAdmin privileges, but trying to assign a project role, we get the error "User does not have sufficient privilege". This worked perfectly before. Anyone else seen this issue?
How to delete attachments from private email response in SDP?
We have attachments that we want to delete from a private email response in SDP. How do we delete this? As of now, there is no option to remove this from the UI itself. We are also unable to find the files under ./fileAttachments/Request/Jun2018/258663 or in ./fileAttachments/Conversation/290001_295000/. The Request ID of this ticket is 258663.
move requestor to different account
is there a way to easily move a requestor from one account to another?
Service Catalog - Tasks - Sort by Group does not work
The sort by group column in Service Catalog tasks does not work properly.
request change on script for reporting tasks in Projects
Folks, Can we have the below updated to show only last comment per task and the date of the task (not the milestone date)? select md.projectid "Project ID", md.title "Title", longtodate(md.scheduledstarttime) "Reported Date", td.title "Title", sdef.statusname "Status", tdes.description "Description", tc.comment "Comment", au1.first_name "Owner", td.per_of_completion "Completion %" from milestonedetails md LEFT JOIN tasktoprojects tp ON md.milestoneid=tp.milestoneid LEFT JOIN taskdetails td ON tp.taskid=td.taskid
Data migration from Version 9.3 Build 9308 to Version 9.4 Build 9417
Hello, I tried to to restore the backup data from Version 9.3 to Version 9.4. I followed these instructions: <<How do I restore backup data? The following instructions is to restore the backup data. Step 1: Launch the command prompt, go to [ServiceDesk Plus-Home]\bin directory, and run restoreData.bat. Choose the backup file with part no 1 and select OK. [ Screenshot ] NOTE: When you restore backup data, the existing data will be overwritten; the restore process is not incremental and will not add
IT analytics in 90 seconds: Technician leaderboard
Motivate your help desk technicians to perform better using the technician leaderboard in Analytics Plus. Click the button below to sign up for a personalized demo.
Is it possible to change Icon for several type of incidents or services in Service Catalogue view?
Good afternoon. We would like to show different icons for each template or service line in the service catalog view. Example: https://www.screencast.com/t/EB6dXf9xRS4V Tell me please, is it possible to do it in the current version of the product? Thanx.
Servicedesk MSP and biliing integration to Sage 200
Hi Everyone Are there any plans to integrate and automate the servicedesk billing to Sage 200 account for invoicing purposes? We have just move from an internal IT department using servicedesk plus enterprise to an MSP using the MSP version and would like the billing to go straight to sage 200 like it does with Zoho books (business made a desicion to use Sage 200 rather than Zoho or other supported accounting/invoicing packages) Having said the above, Sage is quite widely used worldwide and it might
[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
Custom trigger to modify icalendar content
Hello, Sometimes our people send an Outlook icalendar item to our servicedesk and we have to manually edit the description, because it looks like this : BEGIN:VCALENDAR METHOD:REQUEST PRODID:Microsoft Exchange Server 2010 VERSION:2.0 BEGIN:VTIMEZONE TZID:W. Europe Standard Time BEGIN:STANDARD Etc... How can we change it automagically as a business rule with a PowerShell custom script? Thanks in advance ;-) Regards, Kerim
Asset scan
can Agent installed asset only be scanned by schedule or can i run a Agent installed scan when ever i want does not seem like i can
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
comma (,) and line break (<br>) is always added on the Email Id(s) to Notify
comma (,) and line break (<br>) is always added on the Email Id(s) to Notify field. From my perspective, this is not a clean implementation - why did it pass QA?
ServiceDesk Plus MSP - version 9.4 - Build - 9409 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9409 Please refer to the Migration path table available here and upgrade to our latest build We highly recommend our users to do the upgrade in a test environment first. Issues fixed SDPMSP-11370 : Date criteria is not working properly in certain cases in custom view filters. SDPMSP-11582 : Unable to save Service catalog workflow when any of the configured approvers has been deleted from the product. SDPMSP-11768 : Unable to
[Webinar recording] How to implement continual service improvement in your help desk - Part II - SLA compliance
Here’s a recording of the second part of the three-part webinar series on implementing continual service improvement in your help desk using analytics. To register for part III of this webinar series, click the button below. Click here to view the recording of part I of the webinar series.
IT analytics in 90 seconds: Keyword cloud report
The keyword cloud report gives help desk managers a glimpse at areas that need their attention. Click the button below to download a 30-day free trial of Analytics Plus. To download ServiceDesk Plus, click here.
ServiceDesk Plus MSP - version 9.3- Build - 9300 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9300. Please refer the Migration path table available here and upgrade to our latest build 9300. What's new in ServiceDesk Plus - MSP 9300 ? Major Features : Quick Books Online Integration Account Based Project Templates JobSheet Customizer. Customizable Dashboards. Custom Schedules. More feature list is available here Issues Fixed SDPMSP-7456 : While copying support group the associated technicians are not populated in Destination
[Webinar recording] How to implement continual service improvement in your help desk using analytics - Part I
In case you missed the first part of our three-part webinar series on implementing continual service improvement in your help desk, here's the recording. To register for parts 2 and 3 of this webinar series, click the button below.
Lookup / Reference field similar to Service-Now
Is there a way to quickly add a lookup or reference field in SDP? similar to the reference field of Service-Now - see documentation here(https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/administer/field_administration/concept/c_RecentSelections.html) I am building a shopping cart of IT equipment within SDP service catalog (see attached screenshot) and it will require requesters to assign an equipment to a user for equipment delivery, installation and testing purposes.
Matched development and production environments
Buenos días, ¿alguien me podría informar si con la copia de seguridad de la aplicación del entorno de producción en servicedesk plus podría cargarlo en el entorno de desarrollo para que coincida con ellos? Gracias.
Task History - Why history log shows that task was updated by Requester?
We are currently reviewing breached tasks for August 2018 and found out that the task history is inaccurate. It currently shows that task has been updated by Requester (one of the sample is indicated in the screenshot below): This is a task created automatically from a Service Catalog - Request Template.
Create a field similar to requestID field that increments automatically
I have created a Service Request form to use for our Network Change controls (NCC). The NCC are currently paper based forms. Our QA team assigns the next available NCC number to each request. It is in the format of N.1935 then N.1936 etc. Is there a way to create a field that will do this? It must start with N.
ServiceDesk Plus MSP - version 9.4 - Build - 9408 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9408 Please refer to the Migration path table available here and upgrade to our latest build We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9408? - Please refer here for more details. You can contact our support at sdpmsp@manageengine.com for any assistance. We will be glad to assist you. Following is the support policy of ServiceDesk Plus MSP : Product support
[Upcoming webinar] How to implement continual service improvement in your help desk
As the needs of your customers evolve, it's important that your help desk evolves along with them. Otherwise, you risk becoming obsolete. Join us for our three-part webinar series to discover how to implement continual service improvement (CSI) in your organization in phases, starting with: 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: September
[Free e-book] Five revenue metrics every MSP should track.
Being a service provider doesn't have to be juggling act—not when you know the right metrics to track. Download our free e-book to learn about the five key revenue metrics that can help you: Identify the most profitable revenue streams. Understand revenue distribution. Track the profitability of individual service groups. Make educated decisions about the future of your business. Click here to download the e-book.
site details in incident creation screen by Requester
Dear Team, can anyone suggest the possibility of the adding site details and region field in the incident creation screen by Requester, so that when requester log the incident , he should have option to select the site details and region from drop down option. Regards, Manoj
How to tell a survey has been sent
Hi, I've just recently implemented User survey's to be sent out to our end users. Is there a way to tell when a survey gets sent to someone? I am only seeing the option to tell when a survey has been completed.
Error Renewing Free License
We have been using the Service Desk Plus MSP for a little while now but need to renew the license. We sent in the request and got an email back containing a link to the renewal form " https://www.manageengine.com/products/service-desk/free-it-help-desk-software.html#getfree " but when we fill in the required information, we just get this error: "Error Occurred, please contact application owner" Does anybody have a fix for this?
a report on the tasks assigned in the request
Hi, Can you help me to create a query to generate a report on the tasks assigned in the request? Fields: ID Request (which the task is assigned), when the task is created, to which engineer is assigned, the task description, when the task is released. I want to generate this report every month. Thank you
requester to have multiple email address
can I use one requester ID to have multiple email address and when ticket is logged, then send email to these email addresses which included in this requester? Thank you!
Downgrade from 9000 to 8316
Hello I've sucessfully updated to 9000. But we dont like the new Work log Control about times. How do I Downgrade to 8316. Since I cannot restore a 9000 backup into a 8316 new instalation?
Requester needs to create tickets under different sites
We have 3 sites built under our MSP Account. The default site and 2 other locations where our customers' equipment is located. Our support staff are set-up as requesters under the MSP account/default site via an AD connection. How can we set the system up so that our requesters can open tickets for all 3 sites? Currently when they log in they only have access to the default site in the Site drop-down, but obviously our customers are calling in with issues from all 3 sites. Thanks!
technicians emailing into SDP and auto assign to account/site new ticket creation
In Business Rules, I am unable to configure the following condition. When new request arrives, Description contains @accountdomainname.com Action: Add to Account/Site This would streamline the process of technicians when they forward an email to the ticket system, then have to assign it to a specific client. How can this be automated when the source requestor is the MSP domain not the account domain?
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