Introducing Advanced Analytics for ServiceDeskPlus MSP Change Management Module
Advanced analytics for change management is now available Now get the power of advanced analytics to plan your changes ahead of time; reduce adhoc change requests, and cut down service outages resulting from emergency changes. Click here to know more. Note: ServiceDesk Plus must be on build 9303 or above, and Analytics Plus has to be on build 3300 or above to enable change management analytics.
Purchase Section
Hi, I currently have an issue whereby I cant receive one of my purchase orders, it just says 'receiving please wait' but doesn't do anything further. Can you assist/ Thanks, Tracy
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Project Management Module - remove names from available users list
Folks, not all of our staff are approved to work on projects. How do I remove them from the 'available users list'? If that feature isn't available today, when will it be? The available users list can be quite long with everyone in it especially when they don't need to be. Happy to go through and disable users that have no need of this module. thanks
Backups Not Listed in Admin
None of my automated backups are shown in the Admin section. This started a few weeks ago. The backups are running. I can see them in the backup folder. Also I have the backup set to save only 7 days of backups. The older backups are not being deleted.
Chat Not Working
Hi just upgraded to 9303. I turned on the chat feature. I am able to initiate a chat as a requester but when logged in as a tech I do not get an alert that a chat is waiting. I do see my chats listed in the Missed chat section. Also there are 4 missed chats from my test account and yet the menu shows only 1 missed chat - IE it shows Missed (1). Shouldn't it say Missed (4)?
Tickets on ManageEngine
Any reason tickets on Pitstop are immediately closed?
One user unable to login to service desk plus
One user unable to login to service desk plus. User is domain authenticated. all other user able to login except this user. This user was able to access earlier but suddenly this happens. Message is bellow Please not that from that PC/Workstation other user able to login. so confirm that there is no issue with workstation, browser & network communication This site can’t be reached The connection was reset. Try: Checking the connection Checking the proxy and the firewall Running Windows Network Diagnostics
Custom View
I am working on building a custom view, the issue I have is that I am getting these "system" tickets that I have no access too coming up and cannot find a filter to make them go away. I cannot "see" the filters for the built in ones to compare. Any help would be appreciated.
The request do not open on the replacement engineer
Good day, the request do not open on the replacement engineer. The engineer goes on vacation, puts the substitution in the calendar, his the requests in the status of awaiting response. The user responds to the request, but it is not transferred to a replacement engineer, the request is opening to the engineer, who is on vacation. How to fix this problem? PS. If i want to appoint the request for the engineer who is on vacation, the system automatically substitutes the replacement engineer. Sevice
reply template
hello , Is it possible to add additional fields below section of reply template as in attached picture. Regards
Report Approval Pending
Hi, we like to create a report which shows us all Approval Pending Requests (included all status an Technician). THX for help
syslog
Hi all, I have a request to connect SDP MSP to syslog server. Idea is to send system logs to SIEM solution. Is it possible to do this and if it is how? Regards
Different languages for different locations.
Hi there, Next question from me. I have one client which has 2 locations. Is it possible to configure notifications in different languages for the locations? Or do I have to configure separate clients (accounts) to do this? Thank you in advance for your support
Total time spent query report
I need to report query to generate total time spent(total work log) per ticket by engineer.The table must contain project,ticket id,ticket subject,time spent engineer and total time spent. Can you help me to create report query for same Version : 9.0 Build 9004 Database : postgres
CC Users when requests are opened
Hi I need to send an email to an address every time anyone from a particular customer opens a ticket. How would I do this?
Incorrect time in the execution of the Request
The service desk has a working time from 9 am to 18. The SLA urgent plan is configured with an execution time of 1 hour. If an request arrives at 6 pm, the time of its execution is postponed to the next day and is set to 9 am, but must set on 10 am i.e. the engineer must start its execution at 8 am, but this is not working time, and request is considered to be overdue. Where can I fix this setting? Time on the server is correct. Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server
Upgrading from 8316 to 9.3, how to find where the SDP MSP OS was build in Linux or Windows, how to find
Hi, I was new to SDP MSP, I was wondering how to find the OS was built for my current version, Could anyone help and how to upgrade the version too.
Is it possible? 2 step ticket confirmation before colsing.
Hi All, I'm just starting with SD Plus MSP and have lots of question related to it. The first one (and the most important for me) is: ist it possible to configure SD Plus this way: 1. Specialist sets status of the ticket to resolved. 2. Notyfication about it is send to a user. 3. If the user won't answer within 24h (User has nothing to complain about) the e-mail with link will be sent to ANOTHER person who can close it by clickin on the link in the message. Thanks in advance for your effort :)
Duplicated email aliases for Requesters imported via scheduledCSVUserImportMapping.xml
Hi, I found problem with Requesters which imported via scheduledCSVUserImportMapping.xml Everytime after import via "scheduledCSVUserImportMapping.xml" for existing Requesters added duplicate their email aliases in the field "Alternate E-mail ID(s)" and each importing by scheduler add new duplicates! If importing Requesters via "Import from CSV" - problem not exist. How can I fix it?
Exporting tickets
Hello, Is there a way to export whole tickets, with attachments and everything? We have an older instance of ME we used before upgrading to MSP, and we need to export all the tickets created there for several audits.
Adding an approval automatically with a custom trigger
Hi I'm using this script to have automatically approval workflow, the script is working fine with one Email. How can i add a second level approval? Thx
Share request feature in ServiceDesk Plus for MSP
Hi, When "Share request" feature will be available in SDP MSP?
How to allow solicitors to see the Worklog Tab?
Hello, I would to know if it is possible to allow solicitors to see the Worklog Tab. Thank you in advance!
Contract notification Account
Hi guys, When creating contract notification message template, there is no Account Name to be displayed in the message. I had to create a custom Field called customer and place it in the text for now, or i am missing something. see the attached photo what i mean. I was hoping it would take the account/customer name auto. Thanks
Search behaviour (default / advanced -- subject/description)
Version : 9.2 Build 9209 The default search for an expression in subject/title only works with the full keyword. Substrings with or without wildcards don't work. This does not apply to description. Column and advanced search work as expected. Example: Searching for pass or pass* will show requests/incidents which have password or passport in their description but not if these words are limited to an occurence in subject/title. Requests with pass in subject/title are listed which refutes my first
Share dashboard with users not Tech
Hi there are any way to share the dashboard with a user that is not techs. Right now my director want to have access to the stats and he does not have a techs user. Or any way to share an online report. Thank you, Jacir
Department Reports
Hi ManageEngine I was hoping to have assistance with a couple reports. I have an account that has requested a report with the following rows: Department Time Spent Time Spent Tech Charge Can a query be created that reports on the total amount of Time Spent and Time Spent Tech Charge into one entry per Department per month? At this point it will be generated on the first of each month for the previous month. Currently it creates an entry per worklog, we require the total Time Spent and Time
IOS Push Notifications certificate expires today
Dear User(s) ServiceDesk Plus MSP - IOS push notification certificate expires today. Hence to overcome push notification issue, please follow the steps below : 1. Shut down Servicedesk Plus MSP application service. 2. Navigate into <ServiceDesk Plus MSP_home>\server\default\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will update this file in our next hotfix release
duplicate users
Hello, how can we clean the same users who have been opened more than once in the same customer. Manuel cleaning will take so much time, is it possible to delete sp or query? regards, Ertan
Request Rejection Notification
We currently have our SD+ environment setup to allow requesters to open tickets via an Email, however its configured to ignore emails that are not registered in SD+. This has been absolutely awesome for both weeding out spam and also only processing requests that are authorized to open tickets. However, from time to time we'll have someone submit an email and although they are not an approve requester in SD+ and their email essentially vanishes into the bit-bucket, I think it would be nice if ignored
Want to automate status change after xx days
Hi, I am wanting to try and automate the changing of status field when a ticket has been placed on hold. The idea is that when a technician changes the status of a ticket to on-hold awaiting user response, that after a certain number of days the ticket status would revert to open again so it it reminds the technician to chase up with the user again. I have tried to automate this in the field and form rules under the incident template but I am a little lost with the coding of it. Can anyone assist
ServiceDesk Plus MSP - version 9.3- Build - 9302 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9302. Please refer the Migration path table available here and upgrade to our latest build 9302. What's new in ServiceDesk Plus - MSP 9302 ? Issues Fixed SDPMSP-10863 - 'Request Type' column is available in column list for All requests module in custom reports for standard edition. SDPMSP-10866 - Unable to scan the windows machine using agent in certain cases. SDPMSP-10889 - Unable to assign group under tasks when associated site
support emails
Based on the support emails that's configured on the accounts, if a requester adds two support emails ( separate accounts) in the to field of and email, will this create 2 tickets or 2 replies? Thanks
Disable new request creation through email for Support Groups - Feature Request
Our support groups accept the ticket creation of external users by e-mail to our HR, Accounting and Financial groups. Some groups can open tickets by e-mail, other groups can not, just by Self Service Portal. Internal requesters (@sicoobxxxxxx) can not open tickets by e-mail to the groups in our Shared Services Center (SSC). Ideally, we would have the options below, parameterized by support group. 1. Option to disable / enable the new request creation through email; 2. Option to set rules. If the
Contracts
Hi Guys, Recently i added 1 contact for testing purposes, I created the contract with a start date and an end date, to be notified 45 , 30 , 15 days before expiry, I created a user with the custom distribution list, and also added the distribution list in the emails to be notified, How long does it take for the notification to be sent, can i force test it in a way, or did i make a mistake while configuring it, check the attached file Thanks
Import Email aliases for Requesters from Active Directory
Hi, I can't import Requesters with their Email Aliases from Active Directory. Email Aliases for users store in custom field with name proxyAddresses in our AD in multiline format, like: primary@mail.com alias1@mail.com alias2@mail.com alias3@mail.com ... I set "proxyAddresses in "Import Requesters from Active Directory" as value for "E-mail", after import I see only first email alias as Primary Email address for Requester, but field "Alternate E-mail ID(s)" stay empty. I tryed to change multiline
Tomcat Update in SD MSP to 7.0.81
Hi, I can see that currently Service Desk is listed in the General Module FAQ as having Tomcat 7.0.26 bundled. Given there's a fairly serious known exploit with Tomcat 7.0.0 through 7.0.80, will this be getting updated in a future SD/SD MSP patch? Cheers Paddy
ServiceDesk Plus MSP Integrates with Online Accounting software leaders
Dear User(s) ServiceDesk Plus MSP Integrates with variety of Online Accounting software leaders to ease your Billing process. You can Sync your accounts and create invoices for specific requests. Ease your job by automating things and improve your productivity. Integration with ZOHO Books Integration with QuickBooks Online Integration with XERO Online Accounting software FAQ's available here Please write your feedback to sdpmsp@manageengine.com. We love to hear from you. Thanks Santhosh Head of
Version 9301 depreciated Technician Alert on Resolution
Hi, we upgraded to 9301 and as a result no-longer receive email alerts as technicians when a ticket is resolved. There is also no corresponding checkbox in the notification rules section. is this an oversight or an intentional regression? Thanks.
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