Is SQL 2016 Supported on Service Desk MSP?
As above, is SQL 2016 SP1 supported on the latest version Service Desk MSP?
9400 to 9402 upgrade Unable to load Disk Space related native library. exception in thread "thread-1"
When attempting to upgrade SDP MSP from 9400 to 9402, we received the error attached. as a summary, the error reads: Unable to load Disk Space related native library. Exception in thread "Thread-1" java.lang.UnsatisfiedLinkError: com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Ljava/lang/string;)J We also tried execstack -c <path>libDiskSpace.so
GDPR Functionality
I read the release notes for 9402 and am interested in the GDPR functionality. Can I please get additional details.
Exporting data from SDP MSP
I am looking for exporting one of the Account's data Like Requesters, Request and other Request attributes. Please can you let me know how I can achieve this
Error creating a request using API
Hello to all, We have Manage engine Service Desk Plus 9.3 build 9308 I trying to use the API of Manage Engine SD Plus to create request, but when I use the simulator to try, jump the next error "Mandatory element `Account` " not found, Status: "Failed" . I am writing correctly my code and the correctly account. 1. Please help me, to solve and can I create and create the request? 2. Do you have documentation about API for the version that we are using? 3. What is requesterid, is it important, where
Duplicate Users
Hello, sorry if this is my second post for the same question as I cant find my old question I've imported users. From AD. But whatever I do, a second user is created whenever I try to login with my userid. (And the password is OK, bizarre) So I found the below statement in the help docs: In cases where none of the specified conditions like 'ObjectGUID' , 'loginname+domainname', 'email address','loginname + domain=NULL' are absent in ServiceDesk Plus MSP , a new user will be added. I want to turn
Turning Off adding a new user
Is it possible to turn off below setting, I just want my users to login correctly and deny if they dont enter correct credentials. In cases where none of the specified conditions like 'ObjectGUID' , 'loginname+domainname', 'email address','loginname + domain=NULL' are absent in ServiceDesk Plus MSP , a new user will be added. Thanks
Query that lists the templates associated to a particular service approver:
PGSQL: select aaau.first_name "Service Approver",rtl.templatename "Associated Service Template" from SERVICETEMPACCMAPPING stm inner join TEMPACCTOAPPROVEMAPPING tam on stm.TEMPACCMAPID=tam.TEMPACCMAPID inner join ESCALATETOMEDIATOR em on tam.ESCALATETOID=em.ESCALATETOID inner join ESCALATETON eo on em.ESCALATETOID=eo.ESCALATETOID left join requesttemplate_list rtl ON stm.templateid=rtl.templateid LEFT JOIN sduser sdu ON eo.userid=sdu.userid left join aaauser aaau ON sdu.userid=aaau.user_id where
Query that lists pending approvals of a particular service approver:
PGSQL: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Technician", longtodate(wo.CREATEDTIME) "Created Time",appsau.first_name "Approver", asd.statusname "Approval Status" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
Link One (1) Account Manager to multiple accounts
In our organization, we have several Account Managers. Each Account Manager handles multiple Accounts. Account Manager "John": Account - "Bird" Account - "Lion" Account - "Dog" Account - "Cat" Account Manager "Jason" Account - "Ant" Account - "Elephant" Account - "Giraffe" Is there a way to implement this on the SDP MSP? If not, is there a plan moving forward. I had a ticket with support 2 months ago but we got nothing from there. In the current version of SDP MSP, "Jason" can only manage one (1)
ServiceDesk Plus MSP - version 9.3 - Build - 9308 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9308 Please refer the Migration path table available here and upgrade to our latest build 9308 What's new in ServiceDesk Plus - MSP 9308 ? Enhancements : SDPMSP-2601: Ability to import requests from XLS file and dynamically create respective configurations. Issues Fixed : SDPMSP-6956 : Bills are sent on wrong date. SDPMSP-8337 : Exception while export asset from remote server. SDPMSP-9878 : Error while copying Service Catalog
What is this error: "Allowance for this account has been consumed"?
We are getting this error message in one of the tickets. Has anyone encountered this before? How did you fix it? Resolution Tried: Tried moving ticket from one account to another > feature is no longer available in SDP MSP 9.3 Build 9308 Move requester to another account > ticket is not moved along with the requester
What's the order of execution for Business Rules - MSP Business Rule vs. Business Rules vs. Service Catalog - Business Rules?
The business rules currently have 3 options for us: MSP Business Rule, Business Rules, and Service Catalog - Business Rules. What's the order of execution of multiple business rules? What's the order of execution in relation to custom triggers, and custom schedule?
How to disable Dashboard and Support tab for specific techcnicians?
Hi all, I assing a technician in a role SDGuest (only), but when the technician perform login in Web Portal I would like that is not possible access Dashboard,Support tabs and Quick Actions and AD Self Service. How can I configure this for specific technicians? print attached Thanks.,
Need option to change acquisition date when receiving items in PO
We are trying to push the use of Assets / CMDB on SDP and we started by ensuring that all items are received from PO. After receiving the items, the "Date" when the user invoke Receive Items action is reflected as the "Acquisition Date". Without the option to mark the "Actual Acquisition Date". This is good if the employee took the action at the same time when the item arrived. However, in several cases, the Receive items action is done days, months or years after the item was actually received.
Check Box Field
Hi we are just starting to look into using the Change Management module. We need to be able to copy our existing paper based form and create a Change template as close as possible to it. One requirement is that we have several fields where multiple values can be selected - a check box. How do I implement this?
ServiceDesk Plus MSP - version 9.4 - Build - 9400 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9400 Please refer the Migration path table available here and upgrade to our latest build 9400 We highly recommend our users to do the upgrade in a test environment first. After successful upgrade, you can just restore the upgraded database into a new installation and make it as Production environment or you can do upgrade again in your Production environment. After applying a service pack, start ServiceDesk Plus - MSP, login
Applied business rules not logged on ticket history
How do we track the applied business rules on the ticket's history? After doing multiple tests, nothing really shows up on Request ID ticket history?
Query Report - To display Timespent along with Total, Consumed and Remaining hours
Applicable for Charge by Hour type. PGSQL: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", cast((sum(ct.TIMESPENT)/1000 * interval '1 second') as varchar) AS "Time Spent", aau.FIRST_NAME AS "Requester", std.STATUSNAME AS "Request Status", rrs.RESOLUTION AS "Resolution", sp.fixedmonthlyunits "Total Hours", (MAX(bc.consumedunits)/3600000) "Hours Used",MAX(sp.fixedmonthlyunits)-(MAX (bc.consumedunits)/3600000) "Hours Remaining" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID
Requester reply notification
We notice that when a technician is logged in they do not get email notification of reply, instead they get a small pop up within Service Desk notifying them of the reply. Is there any way we can set it where it sends the tech an email notification of replies whether they're logged in or not?
Are there any updated installation instructions for MSP on Linux?
The installation shown on this page (https://www.manageengine.com/products/service-desk-msp/help/installation-guide/index.html - copyright 2012) mostly work. However I have had to install the 32 bit version of glibc on both a Debian 8 and Debian 9 installation. Also when it comes to running the server as a service the instructions given are no longer pertinent for these versions of Linux. Are there any updated instructions for running as a service?
status and auto assign
Hello , Is it possible to combine user online/oflline status with technisian auto assign. i mean that , when the techinisian offline status requests are not assigned to techinisian even he/she is logged on SDP . Regards, Ertan
How do I install the free license in MSP?
I would like to evaluate the options available with the free license of MSP, I have the license key but can't find where to install the key. There isn't an option in the top right corner of the screen as suggested in the instructions. Do I need to wait 30 days before the eval period for the full software to elapse before I can install it?
Set request field with a value from user addtional field
Hi i want to set a request field with at value that I have imported to a user additional field. Can I use a script like $CS.getValue?
[com.adventnet.servicedesk.updatemgr.util.SDPreProcessor] [SEVERE] : Inside revert exception block.
As of the moment, SDP MSP support is not available so I want to ask the community for assistance. We are trying to upgrade SDP MSP version 9009 to 9308. The current upgrade path is go through 4 steps: version 9009 -> version 9200 -> version 9300 -> version 9308. We are on the first step which is upgrading from version 9009 to version 9200. We skipped DB and fileAttachements backup since we can take snapshots of the VM. We tried the upgrade and we are getting this error: 03 21, 18 3:17:15 PM [com.adventnet.db.persistence.metadata.util.MetaDataUtil]
Upgrade error - Problem during installation of patch {0}java.lang.RuntimeException
We are trying to upgrade SDP MSP 9009 to SDP MSP 9200 but we are getting this error. Any thoughts on what is causing this error? 03 21, 18 3:15:04 PM [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : Problem during installation of patch {0}java.lang.RuntimeException at com.adventnet.db.persistence.LongSequenceGenerator.nextValue(LongSequenceGenerator.java:172) at com.adventnet.persistence.DataAccess.generateValue(DataAccess.java:2255) at com.adventnet.persistence.DataAccess.generateValues(DataAccess.java:2225)
Prevent changes to fields in request
Good afternoon. I want to prevent changes to fields "Created Date" and "DueBy Date" in request, i go - Admin Setting - HelDesk Customizer - Incident Template - In Incident Template List in Default Request - Field & Form Rules - On Form Load - I create a rule (screenshot). After that engineers cannot change the fields in request, BUT when I want to change request status or another field I click on the field and the whole request is opened for editing, not one field but the whole request. If I disable
When changing the status of the Request onhold must specify the reason
Good afternoon. Is it possible to do in the Service Desk that when changing the status of Request on Request onhold it was necessary to fill in the field of "Reason" and when changing the status sent a letter to the senior engineer? Thank you.
Monthly Disposals Query
Hi, may I please have the query below modified for only disposed assets and where we can see a column for Disposal date. I would like to see disposals for the month, the quarter or the year please. SELECT "resource"."ASSETTAG" AS "Asset Tag", "product"."COMPONENTNAME" AS "Product", "resource"."SERIALNO" AS "Org Serial Number", "state"."DISPLAYSTATE" AS "Asset State", "aaov"."NAME" AS "Site" FROM "Resources" "resource" LEFT JOIN "ComponentDefinition" "product" ON "resource"."COMPONENTID"="product"."COMPONENTID"
Documentation - Requester.xxx for $CS.getValue()
Since most of the documentation for Service Desk Plus is outdated or incomplete, I would like to get help from the community for the complete list of supported methods for Requester.xxx that can be used in $CS.getValue() field and form rule method. In this documentation: https://help.servicedeskplus.com/configurations/helpdesk/fieldandformrules-javascript-functions.html I can only see the following samples: email address, department, job title, mobile number, contact number, requester. I have collected
MSP Plus behind F5 LTM
We are planning on putting in an externally facing MSP instance and we want to utilize the abilities of the F5 LTM to allow load balancing and certificate management for the system.- Has anyone done this and if so what are the pain points you ran into utilizing the F5 in from of MSP?
Custom Trigger Question
I am looking to send an email to a distribution group anytime the urgency and priority are set to escalated within a ticket. I would like to have a link to the ticket and if possible scrape the description from the ticket as well. Has anyone had any success in doing this?
Error : No response received from workstation. Probably the workstation might be switched off or does not exist.
I am getting this error when doing a WMI scan: Error : No response received from workstation. Probably the workstation might be switched off or does not exist. Has any encountered this error? Here are the actions I did to ensure access to the scanned workstation: verified the correct credentials under Credentials Library - credential is correct. ping workstation via ip address - all good ping workstation via hostname - all good added the workstation IP address on CMDB > Workstation > Edit Workstation
Replying to a Request template extends the subject when using $Title in the subject field.
I recently changed subject in several notification rules, to "Re: Ticket #$RequestId - Title". Everything worked fine, except it for the "Replying to a Request" email template, in which when I replied to a message from a user, it copied the whole Subject again and instead of having something like "Re: Ticket #4562 - Printer Issues" I had "Re: Ticket #4562 - Re: Ticket #4562 Printer issues" and so on, every time the user replied, it appended the whole title again in the subject, as you can see in
Querying column with spaces fails
When I run this query of a custom view in our system SELECT [Request ID],[Description],[Requester],[Subject],[Created Date],[Created Week],[Created Week Number],[Created Month],[Request Status],[Pending Status],[Priority],[Level of Effort],[Category],[Sub Category],[Business Unit],[Group],[Application],[Application Owner],[Business Value],[Application Set],[Portfolio],[Support Rep],[Completed Date],[Completed Week],[Completed Week Number],[Completed Month],[Total Elapsed Minutes],[Created By],[Completed
Account Managers can only see their own requests
Today we discovered that account managers can only see their own requests, even with the all account requests filter is selected. Site Managers can see all requests from the Site and does not appear to be broken. I'm not sure if this is an issue in the latest build or if it is unique to our implementation. has anyone else seen this problem?
Support group notification.
Dear all, I have small issue but I'm not sure is it an issue or it is not possible to establish at all. I would like to inform all technicians from one support group about all user answers. In the administration page I've marked: Enable notification for requester replies. Alert group members by e-mail when a request in group is updated. Unfortunately we don't get any notification when users answer..
Query reports - Users/Phone/Zip
I need to create a query report where i need information about all requester, email, zip and so on. right now the only problem i have is that when i'm trying to collect zip/postal code it seems to be collecting information from Site instead of Account. Currently i get: Ticket id first name second name email phone 1 phone 2 resolution resolution time city but when it comes to zip / postal i can only collect from site and not account.. Anybody knows how i can do it from the account?
Database Queries for Field and Form Rules - GlideRecord (ServiceNow) / QuerySet (Django)
Is there a plan in the roadmap to make it easier to do database record queries on the Field and Form Rules? Most web applications today do offer native methods that allow easy and secure access to its database and tables. - Django do have QuerySet https://docs.djangoproject.com/en/2.0/topics/db/queries/- ServiceNow do have GlideRecord https://docs.servicenow.com/bundle/jakarta-application-development/page/script/glide-server-apis/concept/c_GlideRecord.html) Use Case: We have a Service Catalog Request
Scheduled reports - Don't send if no records
Is there a feature that will prevent the scheduled report from being sent if there are no records in the query? Similar to the Omit if no records of Service-Now: https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_reporting/task/t_ScheduleAReport.html
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