How to add Timestamp to Request Response emails
Hi several of our customers have complained that the emails sent from request do not include the timestamp history of prior emails. So for example if we send emails back in forth from any email program (Outlook, Gmail) it includes the email header info from all prior emails including who sent the email and time sent. Is there a way to change the default reply template to mimic this behavior?
Is there any way we can do (Contract Billing) for hours of consumption? Or subject.
Hello, We have some customers in our MSP Service Desk. We use the contracts option (Contractual Billing). In this option, it is very important to use the expiration date of the contract. Question: Is there any way to make a "contract" for hours? Suppose we sell hours plans for service. Example: We sell 4 hours of service to a customer, so he could only use 4 hours of service. Thank you very much,
Multiple Email for SDP Communication
Hi, How to setup multiple email for SDP communication? Currently have successfully setup primary email id for SDP Communication, however there is new Template for new group to communicate. Please assist.
Data Look up.
How can i reference data in a user table into a field on a template? I have created a field on a template, as part of our password reset process, that needs to reference the user table to pull a date out whenever the user name is added
Field and form rules - actions - custom script
Hi, I'm trying to find a way to make an adjustment to the "Start Date" field on a service request form. I would like to add a custom script so that it will subtract lets say, 10 days from whatever date the requester sets as the start date. That way the technician can get a headstart. In addition to that, I would like the subtracted days to be different based on the ticket priority value. If it's high priority, we get a bigger headstart. Does this sound like the best way to approach this scenario?
Modify Closure Screen for Resolved Tickets
When a ticket goes into the "Resolved" status a link is generated so the user can close the ticket. Where is the HTML that generates that screen? I would like to modify it to make sure sensitive information is not in there.
timespent with account and non-operational hour in reports
I need a query for the timespent reports highlighting or adding the operational hours and non-operational hours . Existing query: SELECT wo.WORKORDERID AS "Request ID", ad.ORG_NAME AS "Account", rtdef.NAME AS "Request Type", wo.TITLE AS "Subject", ct.TIMESPENT AS "Time Spent", rctd.FIRST_NAME AS "Time Spent Technician", ct.TS_STARTTIME AS "Time Spent Starttime", ct.TS_ENDTIME AS "Time Spent Endtime", ct.DESCRIPTION AS "Time Spent Description" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON
Sending notification failed - outgoing mails
Hi all Anybody else experiencing this issue after upgrading to 9406?
Asset deletes after associating a request to a new change
Just upgraded to 9.3 Build 9307. When we associate a request to a change (new) the asset is pulled in from the request. However, after we save the change, the asset disappears. Please advice how to fix this Thanks, Tammy
Add Requester Through SQL
In ManageEnging Service Desk Plus is there a way to add a user in the back end using SQL? Reason i ask is because i want to add a user to one system that i have sql access to and then have the requester populate to SDP without having to do an import. Any help you can provide would be greatly appreciated.
Filtering support email by customer domain
When creating a new customer account, I record the customer domain name. However, if an email is received from an address on the customer domain, but where the address is not listed against an existing 'requester', the email is discarded. We have to discard email where the addresses are not recovnised because there is too much spam to create tickets from all incoming email. But why , when the customer's domain is recorded - are tickets not still created for email coming from customer specific domains
ServiceDesk Plus MSP - version 9.4 - Build - 9406 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9406 Please refer 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 9406 ? Features : GDPR User privacy management : Handle personal data of users (both technicians and end users) in accordance with privacy regulations such as the GDPR. In the Request module, you can now mark out all fields that
Server service not starting
Hi, I recently completed windows updates* and restarted the server that is hosting MSD. As soon as the server restarted, I noticed that the ManageEngineServiceDesk service would stop. I did some troubleshooting and determine that this may be a database issue. Please advice. * KB4340556 KB4338818 KB890830
Require assistance with Custom Scheduling JSON Custom Script
Trying to configure custom schedules to read from SLA Violated reports and email technicians per overdue request to remind them daily @6AM EST. Require assistance creating the custom script in JSON format to read into ServiceDesk and email out to technicians per email address specified under technician profile?
Request List, API
I'm using postman to filter a list of requests, but I want to retrieve all the fields from the view, is it possible ? In view image there's a field called deal id, but when I make the request it does not appear
Add Request POST using REST API
I'm trying to POST to ServiceDesk Plus MSP with test data as follows: <Operation> <Details> <requester>Test Requester</requester> <subject>Test Subject</subject> <description>Testing Curl POST</description> <callbackURL>http://localhost:8080/CustomReportHandler.do</callbackURL> <requestType>Incident</requestType> <requesttemplate>Monitoring and Data Analytics Alarm</requesttemplate> <priority>High</priority> <site>Test Site</site> <account>Test Account</account> <group>Test Group</group> <status>Open</status>
Server service not starting
I just installed the standard version of Service Desk Plus MSP on a new install of windows 2016 standard. And I click the server icon and it says starting, then started. When I launch the MSP Web Client. I get This page cannot be displayed instead f the logon page. I have rebooted. Made sure I have all of the latest patches. But it will not run. I have 8GB of ram, plenty of storage space. I then created a another VM and installed it again and got the exact same results. I get no install errors. And
Allow Requesters to Create their own account
Is there a way to allow requesters to create their accounts?
Changed logo but it did not update
Hi I changed the header and login page logo in the MSP details section under Admin. The header logo updated but the login page logo did not. Also how do I change the logo on all our reports? Thanks
Questions on setting up 1st Change Management process
Hi we have not yet started to use the Change Management portion of MSP. As a 1st step I am trying to setup our Network Change Control. We are currently using a paper based form and I am trying to replicate the same fields and workflow. I have a few questions below. Sorry but I have not used this module at all yet. 1) How is the CAB used? Is it purely a peer review of the request? 2) Can the CAB step be bypassed? 3) In our current process once the Analysis is completed it goes to approval. Each request
New Ticket Creation or Append To Existing
If a customer sends in an email to our service desk what determines if a new ticket is opened of if that email is added to the conversation of an existing ticket. I had always thought the request ID had to be in the subject of the ticket. We just had a requester send in an email to open a new ticket. The subject of the email was the same as an existing ticket. In this example the requester was the same person. I want to be certain that an email from one account can not be appended to a ticket of
Login through API
Hello, I read carefully the documentation about the Rest API, however, I can't find the way to Login user sdpapi/auth module. It's written on the doc : AUTHTOKEN is returned from the Login operation. So I try to use the Login Operation which is documented below : Synopsis: The login operation fetches technician key, permissions and list of permitted accounts for a technician URL: http://<servername>:<portnumber>/sdpapi/auth/ Input Parameters: username - username of the technician who wishes
Order Guide - Reuse multiple catalog template
In the current design of SDP, it requires us to recreate the same options for every catalog we are developing. Over the last couple of months, I have created several individual service catalog request template for - monitors, laptop, IP phone, wallboard, software, RAM, file server access, internet whitelist, projectors, etc. - each automatically generate individual tasks that every IT support group should perform within the agreed OLA and each request template has its own SLA. In the past with my
Average response times for Accounts
Hi, Is there a way to report on the average response times per Account? I.E. My SLA with my client states that I need to respond to the ticket within a certain amount of time. Ideally, I would like to send a report to each client listing the tickets with response times and a summary showing the average response time. Regards, Leslie
Service Request API pull
Hello, I am unable to use API to pull service requests. I am using: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************ I am able to view Incident Requests, but when I try to view Service Requests, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
Wrong time zone
I have problems with the SD Plus MSP time zone. The server time zone is correct but the ServiceDesk is -2 hours, and that occurs since we reboot the server. How can I set the time zone to Santiago, Chile -3 Thanks in advance Mike
SDP MSP settings document
Hi, I am looking document can explain more detail on how to use MSP common site or default settings in account detail settings. I read the admin guide from wbesite but the document only tell how to setup it.. did not explain why have this function. My environment has multi-accounts and need to setup default business rule and SLA.. also may need to adjust special SLA for individual account. are there document can help me to understand how to structure the configuration in SDP-MSP? Thank you Code
how to identify differnt accounts when OpManager to log ticket?
does anyone know how to identify different accounts in SDP-MSP when single OpManager to log ticket for multi-accounts? for example, I have account A and account B in SDP MSP, but I only have one OpManager to monitor both of their devices. When I received tickets from OpManager via Log ticket under notification settings. can I identify the ticket is belong which account and create related ticket for A or B account? Thank you. Code Chang
Reports No Longer Contain Hyperlinks
All our reports no longer contain any Hyperlinks. So for example the RequestID and Subject fields were always hyperlinks. I am on build 9307 on my Prod build. My test server is on build 9405. It works fine on this server.
Habilitar cantidad de tickets service desk
Buenas Tardes Quisiera conocer en que parte de la administración del Service Desk se puede habilitar para que en el portal de usuarios, puedan ver la cantidad de tickets abiertos. Gracias. Cordialmente, Erika Pardo
Filter Requests by Request ID on the Requests Module table
How do I quickly filter the list on the Requests Module using a list of Request ID? I want to also have the ability to export the list to .xlsx format and the Request ID on the exported file should be linked to the Request details. I am looking for something similar to Service-Now's List View Filter named: Is One Of
Service Request API Key
Hello, I am able to pull information from Incident requests using the API key string: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************************** But if I try to do the same for a service request, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
Button for escalation (status and assignment change) in Request View
Hi, we have an SDP instance, with only one type of request template and 2 types of technicians: first level support and second level support. All the requests will be opened only by "first level support" technicians. It is possible to make a button, on the request page, for change the request state and/or change the support group assignment. Thank you. Simone
Dependencies Map - No Jump for line cross
Is there a plan to redesign the Dependencies map for Service Catalog? Right now, the design highlights the line when you hover your mouse on a task. One thing that can solve this not so good design are line jumps in workflows:
Question: Was jQuery upgraded from version 1.8.3 to version 2.2.4 in SDP MSP 9402?
Was jQuery upgraded from version 1.8.3 to version 2.2.4 in SDP MSP 9402?
Adding shared assets to a customer request
We have shared assets used by multiple customer. For example a FTP server. We have the FTP server entered under our MSP Organisation Assets. When I add a request for Customer A I can not find or 'see' how I can add this server. Is there a way to add 'shared' assets?
Service Catalog Get logged in user's account
I am currently trying to get the logged in user's account using this Field and Form rule script: var user_id = $CS.getLoggedInUserId(); jQuery.ajax({ type: 'GET', url: './sdpapi/admin/requester/' + user_id, cache: false, data: {'format':'json'}, success: function(user_data){ console.log("Account: " + user_data.operation.details[0].account); }, error: function(response){ throw response.responseText; } }); However, this will only work on technician side. If I want this to work on the requester
Wrong build information
Hello, We are using build 9405, but when I go to Community and scroll all the way down to Build Information, the build information is wrong. It says the latest build is 9409 and when I click Details, it goes to the Servicedesk Plus Download Service Packs page. Do I get a goodie bag now? :-) Regards, Kerim
Option to set temporary passwords for requesters?
Hi we are constantly getting new requester accounts created. Problem is the new requesters do not know their ID and Password. I know the system can send a notification with this information but it is totally unsecured as it is sent in clear text. Also best practice is to send User ID and Password separately. Can a password be set that has to be changed on 1st login? Are there any real plans to address this? Thanks, Brian
Workflow - Service Catalog - hate it
The current design of SDP is currently a pain for complex workflows and processes. After using this for 6+ months in the Production environment, i can say that it can only cater very basic workflow but the complex workflow are difficult to implement - especially workflows with multiple decisions. Is there a plan to to redesign the whole workflow process for Service Catalog? Similar or better than the Service-Now Workflow concept: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/workflow/reference/getting-started-workflows.html
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