Report/Export Helpdesk Customizer Task Template
I would like to create a report to show all the tasks that we have build under Helpdesk Customizer > Task Template. Thanks, Tammy Your Version : 9.2 Build 9210 Latest Version : 9.2 Build 9210 [Details] Database : mssql
Feedback survey
We would like to be able to respond more rapidly to feedback from end of call customer surveys. Send a copy of the feedback to the technician that handled the call Escalate the feedback to a service manager, account manager where appropriate Have an overall weekly report that can represent a KPI for each technician over a period of time Any ideas
Service starting but cannot connect
Hi All, SDP MSP 9.10 running with out issue until recently, now cannot connect. I thought it was that fact that my cert had expired, I have renewed with GoDaddy and imported the pfx as per this article - https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-pfx.html as I had done in the past. However I still cannot connect and get this in the wrapper log STATUS | wrapper | 2017/07/31 12:24:29 | <-- Wrapper Stopped STATUS | wrapper | 2017/07/31 12:24:39 | Starting
Mail to Requester - Sending Notification Failed
Dears, I facing problem sending email from service desk Plus outside my domain it don't allow me send and give the error. Mail to Requester - Sending Notification Failed. I gave "Send As" permission in exchange for the user which I logged in also user has administrator permission. Regards, Ehsan
How to restore from backup - backup created 2 files
Hi I am trying to move my config and data from one server to another. I did a backup of the server but it created 2 files. The restore only lets me point to a single file. How do I restore to the new server? Thanks, Brian
Can not add Service Level Agreement
Every time I try and add a SLA to an Account and I hit save, not message comes up but it goes back to the SLA list and the list is blank. What could cause this? Thanks Jason Miller
Why I got " Module provided in the request is not supported. " ?
Hello Sir When I Access this Website http://<My IP>:8080/sdpapi/change/208?OPERATION_NAME=GET&TECHNICIAN_KEY=xxxxx ( I want to use php file_get_contents() in this website ) and I got this error <operation name="GET"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation> I use Sevice Desk version 8.3 Build 8311 Thank you Very much Chatchawan U-patham
Custom report - all tickets + conversations
Hello, I'm in a need to extract all ticket information as we're finishing tests on an instance of MSP. Therefere I need: - all tickets created, alongside with the conversation history for a specific support group inside one of the accounts - information needed: requester info, subject, description, date created, status, conversation history Is there a way to also show what attachments were sent during the conversation in such a report? MS SQL, SD+ MSP 9.0, build 9005 Best regards, Marcin
Error in creation of a task through Rest API
Hi, I am trying to create tasks for a particular request id using Rest API. Every time we try with the provided reference it gives Technician Key in the request is invalid.Unable to authenticate". I would like to know is there any connection between technician key with any of the account type and if yes , then how to relate them? And also,the post request should be sent in json format w.r.t the below article. https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html But we are getting
No templates in Catalogs for Requesters
Some requesters report that their catalogs are empty, as shown. Before this incident, I added and changed some User Groups. Most templates dont even have User Groups assigned, so they are public to all Requesters and they still do not see them... Please advise. More info: We are working on updating the platform, but at the moment it is not possible.
A;dmin- Requesting assistance-please
Hi, I am the admin on this server (Win 10 creators edition); the boot record has been changed and I am unable to boot it with a disc or usb. Have gotten into the HP accts by accident though issue persists . ******* How to fix and set bios to resume admen duties??******* All assistance is greatly apreciated and referal for a remote technitian would help too.
how to remove on hold option for technicians who are assigned in task.
Dear All, Some of the technicians in Manage engine in my organistion do not have the prvilege to hold the incidents/service request assigned to them. But they can hold the "tasks that are assigned to them. How can I remove their privilege to hold the task
Hello, new to the PitStop.
We use ServiceDesk Plus and we have an issue with the description disappearing from our tickets. I know this was a bug, and I believe there was a fix for it. Can anyone help me find that?
scan on all computer?
Hello, Can you tell me if with the servicedesk Plus 9.2, is there a possibility to do a scan on all computer? Off networks? off? More than 1/2 years? Thank you
Service Desk Plus MSP too Slow
Hi, we are using Manage Eninge Service Desk Plus MSP Version : 9.0 Build 9009, Database : postgres we are facing slowness issue. some time even the pages are also not loading whit screen only coming. after some refresh it will come in to normal stage. and it repeating continuously. CPU utilisation is normal 16%, Memory utilisation is 1.56 GB of 4GB. we increase the heap size of java from 128 MB to 2GB. please help us to trouble shoot the issue. Thanks Anoop PS Mob - 9995822232
Do you know your incoming request velocity?
If there was an award for the most common help desk related questions asked, it would go to one of these- "Hey man, how many requests do we usually get on a daily basis?" "The helpdesk guys look very busy. Are we getting a lot of requests lately?" "There are so many unpicked requests in the queue. Do we need more people?" Ironically, this is the most probable answer you would get to all these questions - "Umm... I don't know.. I think so.. Let me find out" I can help you give a concrete answer using Analytics
Logout tab - blank panel remains
I have SDP MSP and entered free License, but the logout tab still has a blank panel on the left. how do I get rid of it? This had links on it when it was in Trial mode, now the links are gone but the blank panel remains.
User Guide
Where can I find a current user guide? I have found user guides on two different url including the main MSP site but the interface is old. I need documentation that is current. You really need to keep only current documentation online. Thanks
New Design for Service Desk
Hi everyone, I want know if the Service Desk will get the beautiful design like (ADaudit plus, desktop Central, Exchange Report etc..)? All the best
Auto assignment of technician
I wonder if I can automatically assign groups to the technicians I put in order to be responsible for the request.
How to Migrate Service Desk Plus MSP Windows to Ubunto with Plex installed
Hello! I have been using ServiceDesk Plus MSP on Windows with standard installation using the port 8080. I am transferring my infrastructure to an Ubuntu server with Plex Installed. Could you help me answering the questions bellow? Is it possible to install ServiceDesk Plus MSP directly from Plex? Should I download ServiceDesk Plus MSP file from here and follow the instructions from here to install ServiceDesk Plus MSP? Does the ServiceDesk Plus MSP installation will conflict with the Plex installation?
Default selection in Technican Field is not replicating when a request is made
Hi, I make a selection default in the Technican field on a particular template, and save it, but when I create a request based on that template the field does not bring the default value. Instead it is empty. I try the same thing on different templates and it works. I deleted that template and made a new one with the same configuration, and it doesnt work. Please advise!!
ticket become Unassigned after editing
Hello, Any advise? Thank you, Vanessa Hello, Please assist us with issue. We have different "Support Groups" and each have own "Business Rules" to assign the ticket. This is working fine, but whenever Technicians edit the ticket (Update request , Resolve) the ticket become Unassigned. Appreciate quick response. Thank you, Vanessa
Auto assign to Support Group
Hello, Can i auto assign ticket from one support group to another if ticket is not assigned to anyone after 24 hr? example is ticket is assigned to Tier1 group, but no one checks the ticket within 24hr, can SDP auto assign that ticket to Tier2 group? Any work around can be done? thank you, Vanessa
Forms information in return email
Hi team, We recently opened a call for a future request for which a ServiceDesk Plus MSP ID: SDF-10584 was generated, but would you like me to tell you at least a prediction of when this future will come out? Thank you for your support!
contract appear as expired
dear Today our ServiceDesk Plus MSP appeared with all contracts as expired, but the contracts are active. see below the screens, it's a bug. wait
SMS Notification Settings - Invalid User Credentials
I am attempting to setup the SMS notification and have setup an account with BulkSMS. I selected the "BulkSMS" provider and entered in my credentials but continue to get "Invalid User Credentials". If I go to the bulksms website and login with those same credentials it works fine. I get no other error or indication as to why this isn't working. I substituted my real username with [USERNAME] so normally I would be using my real username in this space. Anyone have a work around or also experience
Closed Requests from Service Catalogue Shows up in Incident Filter
I have a filter that is like this: Match ANY of the following (OR) Group is "none" Category is "none" Subcategory is "none" Request Mode is "none" Request Type is "none Now this works great for Incidents. If they lack any of these required fields, the incident will show up in this filter. Now where it gets tricky is that in the Service Catalogue the templates doesn't have the fields "Category, Subcategory, Request Mode or Request Type" so all of these fields are set to NULL. Well that makes any Service
Can't edit a work log entry for Changes entered after the upgrade to 9210
Recently upgraded to 9210, it appears that work log entries entered on Changes AFTER the upgrade can't be edited. Work log entries entered on Changes PRIOR to the upgrade can be edited. Your Version : 9.2 Build 9210 Latest Version : 9.2 Build 9210 [Details] Database : mssql
Check in / Check Out system for laptops.
Hi, I'm new to ServiceDesk and was trying to setup a template for tracking laptops that IT make available on loan to other staff or departments. We have approx 20 laptops that we give on short term loan so adding them to a dropdown list is not a problem. What i can't figure out how to do is when we 'check out' a laptop how do we remove it from the dropdown and when we check it back in on return how do we add it to the list again. Effectively for each laptop I need to have a status of checked in or
How to add a new parent topic in Solutions
I see how to create a new sub topic. How do I create a new parent topic?
Cant get this to start.....
Cant get this to start..... Seems to be a common problem. Trying to get it to start on Windows server 2012. Any ideas??? Thanks
ServiceDesk Plus MSP - version 9.2- Build - 9210 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9210. Please refer the Migration path table available here and upgrade to our latest build 9210. What's new in ServiceDesk Plus - MSP 9210 ? Issues Fixed SDPMSP-7191 : Start Time and End time are shown in different format(Worklog). SDPMSP-9183 : HTML sanitation while request creation is not working properly. SDPMSP-9547 : In Assets list view column chooser, Ip address option is missing. SDPMSP-10130 : Purchase Additional fields
How can analytics help you with continuous service improvement?
Continual service improvement (CSI) is at the crux of IT service management. CSI aims to continually improve the efficiency and the effectiveness of services, and processes. Broken down in simple English, CSI is comparing your current efficiency levels with your past performance and making sure you see an improvement. How can Analytics Plus help you do that? Let's say you want to find out areas that your technicians lack expertise. No matter how good your technicians are trained, there are going
Scheduler task overview
Hello, In the Home page, using the scheduler, we can see the task that are assigned to us. When we click on the task, we have the overview but on the overview, we have no way to see on which account is this task and there is no link to access to the task directly. This is a little bit difficult then... Is there a way or should it be a feature ?
Regarding Outgoing Email
Hi, while i am trying to send reply mail to requester, i am getting an error like "sending notificatioin failed". please assist me to resolve this issue. regards, Venu Suri +91 9581304055
Version 9209 Installation
Hello, Recently our ServiceDesk Plus MSP was upgraded to 9.2 Build 9208. Tested the installation of 9209 and it errors. The installation stops and uninstalls. Wondered if anyone else has had an issue with this patch? Thanks,
Field and Form rules for Change Management?
So I saw in the thread https://forums.manageengine.com/topic/change-management-priority-matrix That there is Field & Form Rules for Change management in the non-MSP version of Servicedesk Plus. When can we expect that functionality in the MSP version?
Bring back the available fields for the purchase module!
Hey there, In the 9.2 Build 9000 release it appears that ManageEngine is trying to make some strides toward having the purchase module not look like a giant spreadsheet. It's a noble goal however functionality was lost. You used to be able to add columns such as order number, receipt number and other user created fields which was helpful for tracking down a specific PO. (Ex. 1) Doing a CTRL+F style search used to scroll down the webpage. Now it searches within the inline pane but does not scroll
Change & Problem templates doesn't use Incident drop-down selectors
Hi, So in MSP 9 there came these awesome filtering drop-down-lists for the Requests. But they are nowhere to be seen for Problem and Change. When can we expect Problem and Change to catch up with the Request tab?
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