Change Calender type
Dear all I want to add or change calender type. How can i have your help.
Report for Closed Tickets
Hi I've done a bit of a search and couldn't find anything that quite fits what I require. How would I go about generating a report that displays how many tickets have the status "closed" by a technician for the previous week? The closure date would need to be within that previous week period. I'd like it to display in a table like this: Technician | Closed Tech 1 | 32 Tech 2 | 28 Tech 3 | 30 Any assistance would be greatly appreciated
Service Desk Plus MSP- iphone App and LDAP support
Hi There, We're running Service Desk Plus version 9.3 Build 9305 The application server is in a DMZ. We're testing the mobile app on the iphone and it doesn't seem to work with LDAP. looking at past posts , it looks like LDAP wasnt supported for the mobile app. Is this still the case? Logging in with a local user works ok. LDAP auth works through the web page. Kind Regards, James.
ServiceDesk Plus MSP - version 9.4 - Build - 9405 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9405 Please refer the Migration path table available here and upgrade to our latest build 9405 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9405? Features : PM Tasks for Service Request - Plan your preventive maintenance tasks well in advance for service requests as well. Find the feature in Admin >> Organizational Details >> Preventive Maintenance Tasks. Custom
Trial install & agent not working
I am trialling SDP MSP and am unable to get an agent to communicate with the server. I have installed the agent on a Windows machine and set the server ip & ports correctly. 8080 & 9000. I am able to access SDP on the IP ADD specified on port 8080 I am unsure of what to enter for the "Server Name" parameter so I tried the name of the client the agent was being installed on without success. If the server name is not the client how does SDP know which MSP client this agent refers to ? The agent installs
First response time report
Hello, Help me make a report. I want the report to include columns: ID Request; Subject; Priority; Requester; Technician; DueBy Time; Response DueBy Time; First Response Overdue Status; Time First Response Technician; If the first response is a Worklog entry, then the entry text Worklog Details; Thank you
Intergration With Solarwinds Orion To Close Tickets?
Hi We currently use solarwinds to monitor our companys servers, if a server goes down solarwinds will e-mail our manage engine which will raise a ticket. My questions is there a way for solarwinds to close the ticket which was raised on manage engine when the server went down? When the server recovers solarwinds can do many things such as "Send an e-mail" "run a script, vbs / powershell" full list is in the attachment. is it possible for solarwinds to close the ticket? Thanks
Changes Report query help
Hi we use the below Query for our monthly Overtime reports. SELECT ownaaa.first_name AS "Technician", chdt.changeid AS "Change ID", ownaaa1.first_name AS "Time Spent Technician", ownaaa.first_name AS "Technician", chdt.title AS "Title", (chargetable.timespent/60000) AS "Time Spent HH:MM", longtodate(chargetable.ts_starttime) AS "Time Spent Start Date", wltype.name AS "Billable/Overtime", chanf.udf_char2 AS "Change / Project", cstdd.name AS "Change Status", chargetable.total_charge AS "Total Charges"
User received error "Error occurred while loading input into DataBase" when trying to add a worklog
I have a technician that received an error when trying to add a worklog entry. He tried 4x before it finally took. In the meantime, he had contacted me and I was able to log an entry into the worklog of the same ticket without any issue. When I viewed the System Log Viewer, there were no entries related to this error. Is there a way to set the logger level higher inside the System Log Viewer so that errors are reported & easily viewed? I did create a support file after the issue happened.
email notification
how to remove cc field
Error creating Asset Group
I get this error when creating Asset Group (See Attachment). Thoughts?
Sending E-Mail to a client with an Underscore ("_") in the address fails
I have two clients that have e-mail addresses that contain underscores in the e-mail address (First_Last@client.com). I can not send replies or ask questions to them in the service desk without the send failing. Cline's without an underscore in the e-mail address work just fine. I've tested this independent by setting up two free mail accounts through MSN and the Underscore address fails while the non-underscore address succeeds. It does not seem practical to ask a client to change their mail address
Custom Report Problem
I have a custom report that was given to me by a ME employee. It pulls Service Requests records and includes approval information. It seems the query is only pulling records from items under one of our service catalog categories. How can I add in other Service Catalog categories? here is the query: SELECT wo.WORKORDERID "Request ID",wo.title "Subject",requesttemplate_list.templatename "Template name",wo.description"description",LONGTODATE(wo.CREATEDTIME) "Created Time",LONGTODATE(wo.RESOLVEDTIME)
Changes to Category/Sub Category
I need to make some changes to some categories and sub Categories. If I modify existing choices or delete them is there any impact to the existing tickets? I plan to combine 2 categories into one and change/delete some of the sub categories.
Inlineimages not visible in requests
We have a weird problem. Inlineimages are stored in the correct inlineimages folder, but are not visible inside a request. Strangely, in our testing environment we don't have this problem. When I go to the URI of the image I get the following error: The inline signature images from the Signature folder are shown, but not the images from the Workorder folder. We are using build 9404. What could be wrong? Regards, Kerim
Requester Attributes
I want to change requester site attribute from to all requester in DataBase
Is it possible to use Azure Database for Postgres as database?
Hi, I am trying to use "Azure Database for PostgreSQL-Server" (9.5) as a database for SDP MSP. Should that be possible? I keep getting errors when using changeDBServer.sh while connecting with psql works fine (so no firewall issues etc). ----- Host : xxxx.postgres.database.azure.com Port : 5432 User : sdpdba@xxxx Password : yyyy DB Name : sdptest -------------------------------------------------- FATAL: Invalid connection parameters specified. Check connection parameters, and try again. --------------------------------------------------
Creation of a Field & Form Rule for Time Elapsed
Good Day, I am interested in populating the Time Elapsed field with a pre-defined value (for specific issue templates), by initiating a Field & Form Rule at the time of submission. Is there a known methodology to complete this? Thanks, Mike
ServiceDesk Plus MSP - version 9.4 - Build - 9404 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9404 Please refer the Migration path table available here and upgrade to our latest build 9404 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9404 ? Features : SDPMSP-11756: Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server. SDPMSP-11757:
Configure Exchange in ServiceDesk
Greetings Thank you for your attention, I am testing with the solution ServiceDesk Plus. Can I configure protocol Exchange in the email settings? How do I fix it? Regard Erick Gamboa
Adding additional information to survey email body
Hello, Is it possible to add more information to the survey body in version 9300? e.g the ticket in question, when it was logged, title, when closed etc. Thanks.
Worklogs showing html tags and titles are showing wrong formatting since 9303 to 9403 upgrade
Since upgrading to 9403 all of our old worklogs are showing line break html tags i.e. <br />. This doesn't seem to affect new worklogs added. Also, titles are being shown using HTML character codes: e.g. "Upgrade ManageEngine from 9303 -> 9404" now shows as "Upgrade ManageEngine from 9303 -> 9404". So the greater than character is being displayed as HTML character code. This wasn't the case before the upgrade.
dissappeared group
One of the support groups disappeared after updating the sdp system fro 9308 to 9403. It is not shown in inactive groups too. Could you please help us ? Regards.
Internal linking between solutions
Hi Started to build up a knowledge base in SDP MSP. Inside a solution ( e.g. ID 12) in some cases I want to reference another solution (eg.ID 13) for more detailed information about a relation issue or whatever. I can solve this inside solution (ID 12) by using a web link like http://mydomain.com/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=13 and this works fine. But this web-adress is fixed, say for instance that I for some reason need to change my domain to "mynewdomain.com".
All accounts bug?
If you select 'All accounts' and then edit a request, save and then click Requests at the top, you don't see all accounts anymore, but only the requests of the account you just edited. I don't remember this was the case in earlier versions. Is this a bug or a feature? :-P I'm using version 9.4 Build 9403. Regards, Kerim
how to reporting of template
how is reporting of template
about requester search
Hello, We are using SDP msp plus for managing the customer services. There are accounts and requesters in system. When a requester login (with their login URL ) and make search, all requests that are listed according to search criteria . I mean that result of the search is containing ather account's (customer) request. At this point is it possible to limit search function only within own requests. Regards, Ertan
Audit log for Requester and Technician Data on SDP
I was informed by SDP support that they have not received a similar requirement for audit trail or audit log for requester and technician records on SDP. Is there anyone here looking for a similar requirement? Complete Requirement: Track who created, updated, or deleted a technician or requester on SDP Track when the technician or requester was created, updated or deleted on SDP Track how the technician or requester account was created, updated or deleted on SDP Track what module or feature was used
SLA Escalation route depending on technician
Hi, We want to set the escalation route to be dependent on the technician. i.e. If Fred in I&D has an incident breach SLA we want the email to go to his manager. If Kathryn in IT has an incident breach, we want the notification to go to her manager. We are planning the SLA's to be set per category but might be different depending on which account they are on. We have a variety of departments using ServiceDesk so a single escalation route isn't good for us. Can we use the Organizational Roles in escalation?
Need a list of Categories, Subcategories and Items.
Hi, can anyone help me with a way to export a list of the Categories, Subcategories and Items so I can use them to map SLA's in our documentation? Thanks Tim
[Upcoming webinar] 5 essential revenue metrics MSPs can track using analytics
We'd like to invite you to join our free webinar where you'll learn about five crucial revenue metrics that can help managed services providers (MSPs) ensure their business remains profitable. We'll discuss how MSPs can use analytics to: Ensure a steady flow of revenue Diversify revenue by reducing dependencies on a small group of customers Track profitability of individual support groups Measure deviation from their expected revenue Register now. Date: May 23, 2018 Time: 2pm AEST | 10am GMT
Notify Account Manager for all tickets created/updated under that Account
Being an Account Manager, he should be able to track the following, Check all the new tickets created under his Account. Track the changes made to the existing tickets by other technicians/Users. Since there is no option to notify the Account Manager separately using Notification Rule , the same can be achieved using Custom Trigger with some specific Criteria, Create a Custom Trigger with a specific criteria like Sender is ( mention the requester's email id ) or
ServiceDesk Plus MSP - version 9.4 - Build - 9403 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9403 Please refer the Migration path table available here and upgrade to our latest build 9403 We highly recommend our users to do the upgrade in a test environment first. What's new in ServiceDesk Plus MSP 9403 ? Features : SDPMSP-11016: Ability to change billing status through business rule. SDPMSP-11402: Bulk association of notification rules to accounts is made easier. SDPMSP-11449: Option to enable/disable 'Domain Filtering
monthly report of requests transferred from one group to another
Good day, please help me with the report. I have created groups engineers in SD, 1 line, 2 line, 3 line. I need a monthly report in the percentage or number of requests that have been transferred from one group to another. Thank you
ServiceDesk Plus MSP
Please help me on below query “How to import open ticket details from Manage Engine service desk plus MSP to any database? We are preferring MySQL DB please let us know ”
Tired of long upgrade times?
Each major upgrade forces you to click the only button available and that's 'OK'. We all know that it is not OK :-P because it means that if your fileAttachments and inlineimages folders are many gigabytes in size, you're in for a very long wait. I found out, that if you rename those folders into something else like BfileAttachments and Binlineimages and create another empty fileAttachments and an empty inlineimages folder, the backup process will be much faster and start de upgrade sooner :-)
Mysterious process blocking access
Once a day a mysterious process is blocking access to our SDP-MSP and I am unable to pinpoint in the logs what it is. Could I share the logs for an analysis? Thanks in advance
Installing SSL Certificate
Hello, Trying to follow these steps on the 9402 of Service Desk MSP: https://www.manageengine.com/products/service-desk-msp/help/adminguide/introduction/install-pfx.html However it seems that the following path does not exist: C:\ManageEngine\ServiceDesk\server\default\conf I have already completed the CSR on an IIS server and have the .PFX certificate available to import. Thanks
Manage Engine MSP Ports
Hello, I've taken a look through the installation guide, we're planning on using SSL 443 for web server access, however are any additional ports required to pass through our firewall? Thanks
Is SQL 2016 Supported on Service Desk MSP?
As above, is SQL 2016 SP1 supported on the latest version Service Desk MSP?
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