Is it possible to assign a component to another account? If not... feature request
I submitted this as a feature request but wanted to involve the community in case there was something I was missing. Components should be able to be transferred between Accounts. We are currently unable to move a monitor from Company A to Company B because it is an IT Component. Is anyone doing this successfully?
Service Desk Plus - Api for Adding Solution
Hello, Is there any api provided for add new solution. Kindly guide.
ServiceDesk Plus MSP - version 9.3- Build - 9301 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9301. Please refer the Migration path table available here and upgrade to our latest build 9301. What's new in ServiceDesk Plus - MSP 9301 ? Major Features : SDPMSP-10734 : Xero Integration - Sync accounts with Xero and create invoices for specific requests. Track your income and cash flow. Sync Accounts details.Sync Worklog. SDPMSP-8094 : Worklog type is added as a criteria in Bill Rule. SDPMSP-9980 : Worklog Type can be configured
Email Configuration & Notification Issues
On-Premise I am able to send a ticket in through email but when I try to reply I get a "Sending Notification Failed". Also, none of the techs get a notification email when a new ticket has been created. Sorry if I sound like a noob but this is my first time setting a ticket system. Help would be appreciated. Is my email settings correct? 1.) I created a email account called itsupport@domain.com 2.) I then created alias it_incoming@domain.com and it_outgoing@domain.com Please see attachment for screenshots,
How to automatically trigger tasks after SR is approved
Hi we have an onboarding and offboarding form with multiple tasks. I have the tasks set to Automatically trigger tasks once service request got approved. Problem is the tasks are being triggered at submission and not waiting for approval. Why is this?
Any way to restrict activites on Requests having a status = Closed
is there a way to restrict changes to closed requests so that additional work logs cannot be added post closure
How to report on How Long a Ticket was in Each Status
Hi we use Service Desk Plus MSP and have Analytics Plus. I would like to create a report in Analytics Plus that shows how long each ticket has been in each Status. This would be the same values that are in the Time Elapsed Analysis tab. Also 2nd question - how do I create a post in the Analytics Plus section? It is not available as an option. I created this under MSP since AP is not listed as a choice.
Remote agent connection is very slow
We want to use the remote control through the installation of the agent, but when we make a connection the graphics are updated very slowly. Is it possible to improve this ?? Can the connection parameters be changed to make it more fluid? Thank you.
Web Client Access from other workstation
I have just install ServiceDesk Plus MSP standard trial onto a fresh install of Windows Server 2012 R2. I can access the web client on the server just fine and it is work great from there. However if I try to access it via the URL from another device it isn't working. Can someone please help me with this issue. I want to trial this software but apparently Zoho will not support their product if you haven't purchases it.
Response Time & DueBy got deleted after hitting SLA rule
I have configured to do the following when a low priority ticket is created, it has an SLA to resolve in 15 mins. 1. 10 mins before the ticket resolution is breached, it will escalate (action) to change the priority from Low to Medium. 2. 5 mins before the ticket resolution are breached, it will escalate (action) to change the priority from Medium to High. *** Meaning it will auto jump in priority if the ticket is not resolved. *************** My error is when the 1st level escalated, it was successful
Notification Rules for each Account - Feature request
Currently, we have the option to configure the 'Notification rules' for the requesters by 'account', but we don't have the same option for the technicians. For each Account, we can enable or disable the notification rules but for the technicians, this option doesn't work, the same configuration is applied globally. The reason to have this option is: A. imagine that you want to enable a notification to send an email to the tech A and tech B when a new ticket is created for the Account A; B. Now you
Issues returning all fields from Change API in Powershell
I’m having difficulty using the Change API in Powershell. I don’t understand why I can’t retrieve all of the values to populate in variables. I appear to be getting all of the raw information, however. If I make a standard HTTPS GET request to /sdpapi/change/217?TECHNICIAN_KEY=***obscured***&format=json, I get the following output: {"operation":{"name":"GET","module":"Change","result":{"status":"Success","message":"Change details fetched successfully"},"details":[{"changeid":217,"title":"Upgrade
Top main menu buttons only visible when hovered over using mouse
We have upgraded ServiceDesk plus MSP to 9.3 Build 9210 and then to 9300, and now we do not see all the top main menu buttons unless you hover over them with the mouse pointer. Is this a known bug? Attached screen shot. Best regards Jon
Account Report with service plan assigned
Hi team Could you help me to generate a report for all accounts with service plan assigned (start date, expire date, # request or # hours assigned and # request or # hours remaining)? Awaiting your comments. Regards Jaime Martinez IDRIC
Documentation about Projects - Feature Request
The initiation of a project involves several documents: Examples: 1. Opening term; 2. Scope; 3. Schedule; Among others. It would be useful if ServiceDesk allowed templates to be created for those documents (not just add those documents as an attachment, but create templates and allow templates to be sent). Imagine that a new project was created and it is necessary that the 'opening term' be sent to those involved. The project module could have the option to 'send a new notification' with a drop-down
Score Rules - Feature Request
We currently have the "business rules" to analyze a request's fields and perform an action. One of our SDP-MSP users would like an option to qualify the tickets (scoring rules). For example: If 'level = development' add 10 points. If 'urgency = low' add 3 points. These points would be available on the request details page. In this way, the technician would be able to prioritize the tickets according to the score of the same.
Connect SDP MSP to multiple OPM servers
Dear everyone, I have a question about capacity of SDP MSP in connection to multiple OpManager servers. Example: If I have a ServiceDesk MSP installed on a server, then what is maximum number of OpManager servers (individual OpManager installed on each one) that SDP MSP can connect to? Anyone knows answer, kindly advise me. Thanks, Hien
Disable 'new incident' button for technicians
Hello, Currently, we have the option to disable the default request template for the requesters, but we don't have this option for the technicians. This option will be very helpful and will allow the technicians to open a new ticket just with the right category/template.
Deletion of additional text fields
we are running 8.1 and although i have admin rights we cannot delete any additional text fields that are created. We have now hit 24 additional text fields and cannot create any more nor delete any. It is also not picking up changes to text fields in our other templates, only incident templates. For example i have added an additional text field within our incident template. When i click on a service request template, the newly created additional field is not listed as an option to add. It does not
Third Party Billing
Hi all, Is there a way for third party billing? In our case we have customers who have hardware support contract with the vendor itself. We on the other hand are certified to repait the vendor's hardware and get paid for that by the vendor. How can I automate the billing process for those customers? Thanks, Christian
Offline VS Online in 9300 - what does it do?
Can this feature work to prevent off-hours technicians from getting tickets assigned? Thanks!
change DB
how do i change my postgres DB to MS SQL?
Billing rules based in the worklog fields
Hello, Currently, when we configure a 'billing rule' we can use additional fields from requests, but we can't use additional fields from the work log. For example: Some of our customers have different 'billing rules' based on the level. The 'tech A' is from level 1 and he adds a work log on the ticket. The ticket was escalated to level 2 and the 'tech B' adds a work log. After this, the ticket is closed. The level is a request field, so when the customer generates the bill, the billing rule will
First Call Resolution (FCR) Setup
All, We are running SDP version 9.0 Build 9009. I saw some posts about marking requests with FCR but I can't find the setting in our version. Is it something we need to configure or is this a feature in a newer version?
Editing worklog of a change
Hey Guys, We upgrade last week to Your Version : 9.2 Build 9210 Since then we unable to edit our worklog of a change. It returns a blank screen. Please assist. Regards
Scripting Dynamic Tasks
When creating a task dynamically based on a form field value how do I know what to put for the SetTasks $CS.setTasks(["templateTask1201"]); Is this the task template name?
remove decommissioned assets from the "assets involved" selection list on changes
How do I flag assets so they will no longer show up as an available asset in the "Assets Involved" selection list on changes? I've flagged servers with an Asset State = Expired in the CMDB but they are still available for selection on a change. This is confusing when we're righting changes that affect all of our servers. Thanks, Tammy Your Version : 9.2 Build 9210 Latest Version : 9.3 Build 9300 [Details] Database : mssql
Adding Custom User Field
Is it possible to add a user field to a service request that will allow a requester to select another requester?
Service request
Hi all, I am wondering if it is possible to open service request by sending mail? I have a system where customers request services. When request is created system send mail to SDP MSP and raise incident request with all details within (SLA, Site, Category and so on). I am asking is it anyhow possible to create service request instead of incident request by this way? Thanks and have a nice week
Scheduled Reports
I need to be able to delete the schedule on reports that I did not create. They are being emailed out and shouldn't be. Is there a query you can provide to do this? Thanks!
Integrating Analytics Plus with Service Desk Plus MSP
Hello, I need yours tips! Actually, I have Service Desk Plus MSP. Can I integrate Service Desk Plus MSP and Analytics Plus in the same server? The server is Win server 2012 R2 run in a Virtual Machine. Thanks
Windows Firewall | What rule should I create?
I tell you my situation, I installed Manage Engine Service Desk on Windows Server 2012 R2, I created its respective internal DNS record, the software is a web application and it makes use of tomcat and port 80. I have published the use of the tool Through the wan of our company - clients, it turns out that if I do not turn off the windows firewall, end users can not access the application. My question. What rule should I create in the Windows Firewall? Is it an entry or exit rule?
Ports Needed and AD Import
I have two questions, first is what ports need to be open between our server and the customer to use ServiceDesk when using DesktopCentral MSP to scan windows machines. Also is there a secure way other than VPN to import users from the customers ActiveDirectory? Thanks Jason
MD for client would like to be cc'd in for all tickets logged against his company
When the MD's company logs a ticket, he would like to be cc'd in on any tickets that gets logged against his company
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
Tickets getting closed them self's after moving them into Inprogress
Hi SDP team, We have recently brought opmanager and SDP MSP to our projects . Both Opmanager and SDP MSP are integrated . The tickets are getting generated through E-mail are getting closed by them self's when they are moved to Inprogress . Can you please provide some suggestions or inputs on this . Regards, Sreedhar reddy M, Technical Specialist , Email : msreedhar05@techwave.net Mobile : 9505094935.
Convert Requester to Technician
How do I convert a requester to a technician?
Searching attached emails
I have tried searching for tickets using terms that are in emails attached to the tickets. It seems the search terms do not return anything. Is it possible to search emails attached to tickets?
Requesters on different accounts
Hello, I've encountered the following problem: - a requester can be registered to a single account only (the first he used or default if imported via LDAP/AD) - if a ticket has been created on one account - it's been possible to be move the ticket to a different account (build 9204) via manual edition Now: if I use a script, I "lose" requesters data and he/she stops getting e-mail notifications. The second problem is - such requesters don't have access to incident catalogue on other accounts Because
Export Requestor List
How would I go about Exporting a list of all requestors and fields within Manage Engine Plus?
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