Common Site Issue
Hello dears, Please help me as I'm a beginner in using MSP ServiceDesk. Each time I've logged in I can't see the default sites and the only that I can see is the common site. sometimes it's worked after re-login but it seems that this is not the normal behavior. for example when I select Business Rule under MSP Details it shows: "Account Details - Business Rules for (drop-down menu) Common Site" wher I should see any other options. Your assistance is highly appreciated, Thanks, Rehab
I'm REALLY beginning to hate the Data validation NOT performed by MSP
Before I get into all the MESS I'm dealing with I will preface my statement by saying I just realized if I login as the default "administrator" account, I see one set of accounts but if I login as my personal account which also has SDAmin rights, I'm getting a DIFFERENT set of Accounts including the one Account I'm trying to remove. So, on to the crap I'm dealing with... It appears I have lots of orphaned data elements. I've got sites with accounts associated but the accounts do not appear in the
Open ticket via mail to another account
Hello, As a Service Provider, we need sometimes to open ticket for another account. Example : I receive an email from my customer and I would like to create the ticket by forwarding the email to the support address of the account. We setup the account xxx with the custom mail address : support.xxx@mycompany.com . So I forward the mail to this address... Unfortunately, the ticket is created but under my own Account. How can I do to have this ticket under to account xxx ? Thanks for your help
Hours based contracts
Good morning, I offer to customer hours based contract, i've seen on forum old posts about this. I need to associate to contract hours amount (say ten in a year) and then subtract from this amount every work or intervention of technician, I also need to be advised when hours amount is near to 0. Is it possible with service desk plus? Also which are the difference beetween Plus and PlusMSP version? I'm a MSP. Thanks in advance.
Project site
Hi all, I have an issue with Project module in SDP MSP. I was creating a project for my company but missed correct site. Now, I need to change the site assigned to project but can not find that option. Is there a chance to make this change or I need to create new project in correct site? Regards, Ognjen
Host Headers
Hi I am trying to setup MSP and Analytics Plus on the same server. We are moving from Service Desk Plus, My network guy has a question listed below. We currently use this with our Service Desk Plus environment. Can you advise if this will work with MSP and Analytics Plus and if so provide some details to assist with this. Thanks The current SDP environments / APPs / internal URLs are setup to use: our internal wildcard certificate, *.fsg-gxp.local TCP 443 / HTTPS Suggest you find out from either
Limit text size for field "Task -> Description" over REST API (JSON)
Hi, If "Description" field in a "Task" have more than 50 characters I can't get this text over API. How can I fix it?
Survey Enhancement
Hi, I see from the road map for ServiceDesk Plus that soon you will be implementing enhancements to the survey module. We really could do with the changes that have been specified. Do you know how long it will take for these changes to filter down into MSP edition? Many thanks,
Mannage Esset Expiration
hi, we would like a new incident or reminder to pop up when costumers essets rich 1 month from warranty expiration date so we can mannage all of the costumers essets. how could that be done? thank you!
ServiceDesk Plus MSP - version 9.2- Build - 9208 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9208 Please refer the Migration path table available here and upgrade to our latest build 9208. What's new in ServiceDesk Plus - MSP 9208 ? Features : SDPMSP-4232 : Ability to create Purchase order based on Account. SDPMSP-10094 : Ability to bill worklogs in a month without considering the status of the requests. SDPMSP-10327 : Ability to change the Date format in Billing reports (using query). Issues Fixed : SDPMSP-8825 : Site
Requester Notifications
Hi All, Does anyone know how to amend the Requester Notification "Acknowledge requester by e-mail when the request is updated." to include any details of what was actually updated. For instance if i change the of a ticket to On-Hold and add the message "Requires requester input" how do i get this detail added into the requester notification? Any help or guidance greatly appreciated. Kind regards Mark
error on request
Hello, We are getting attached error on some request, help please. regards, Ertan
Configure Other ME Products option not visible under Admin Tab
Configure Other ME Products option not visible under Admin Tab
Creating a helpdesk timeline
I grew up watching this popular show, CSI: Crime Scene Investigation. I was fascinated by the entire process of solving a crime, from the time detectives first arrive on the scene of the crime, to identifying the criminal. One of the first things that detectives do in order to solve a case is, establish a timeline. A timeline of events that lead up to the crime. Establishing a timeline is so important because it helps them identify possible suspects and reasons that culminated to the crime. A timeline
change fields at import requesters from AD
Hi, if I import requesters from Active Directory the AD field OFFICE is put in the ServiceDesk field SITE. But I want the AD field COUNTRY in the ServiceDesk field SITE ? can anyone help me out here?
E-mail a specific user upon one service catalog submission
Greetings, We have a use case for one company's termination requests to be sent to a non-IT user so they know to cut access to a specific system. This user is not an SDP user and we will not be spending the money to create him as a technician. We will want this functionality for only one Service Catalog item. I thought about making him an approver via Work Flow but that's sort of a crappy workaround and, actually, I may only be able to do that on a company-wide basis. Suggestions?
Force requesters to use specific fields
Kia Ora all, I have recently taken on the role of Manage Engine Admin for my company. I have very little knowledge / "knowhow" of Manage Engine. Currently I just stumble through the admin tab and normally get things done. Currently our ME is set up so that technicians must fill in all fields that are "red-asterisked". However, for some reason, normal requesters are leaving these fields blank, which means they aren't prompted to fill out the required fields for some reason. We have a number of custom
Department names have changed, how do I update old tickets?
We have reorganized our company, and many department names have been changed or tweaked. When requesters view "all department requests", only a few requests show up since it queries the new department name. I assume that I need to run DB queries on the backend to update all the old tickets, but I am unsure of how to do so. Any help would be appreciated. Thanks! Jordan
Software Audit not reporting the correct number of installs
We are having an issue with the software audit. As an example, as you can see from the attached, it is stating we have 2 installations of Exchange Server 2013, however, we only have one. Please can you advise how we can get this resolved as it is not giving correct figures for our software installations and our management is losing faith in the product. Kind regards, Shaun
Reset or Restart - not sure - index counter to search for requests
Hi Gang, We had to clone our server (VM) and manually copy of the various folders that contained conversations, notes, attachments and so on. However, some tickets arrived and were not indexed, there are now but not the previous ones, so we can't use quick search i.e. we must use the advanced search. How do I go about restarting the indexing process so it includes those non-indexed tickets? Thanks, Daniel
Request On Hold and Due By Date
I have a quick question about SLA. I created a simple SLA for a customer in MSP. It is set to Low Priority tickets with these values Response 12 hours Resolve 7 days. I created a test ticket for that customer. The SLA ran and filled in the Response DueBy Time and DueBy Date fields. I then changed the Status to On Hold – Customer Working. Shouldn’t the Response DueBy Time and DueBy Date fields change since the ticket SLA is paused? If it doesn’t then those dates/times are wrong? Am I missing
REST API: HTML tags stripped out of ticket Description on creation
I am having an issue with the REST API where anchor tags are stripped of their attributes when creating a ticket via the REST API. JSON body: data:{"operation": {"details": {"description": "<a href=\"http:\/\/www.google.com\">TEST<\/a>","requester": "Example User","site": "Example Site","subject": "Title of the request.","account": "Example Account"}}} Results in { "operation": { "result": { "status": "Success", "message": "Request updated successfully" }, "details": {
Local User Authentication fails after enabling Active Directory Authentication
Hello, after enabling Active Directory Authentication the local users authentication does not work any more. Import from AD users and authentication with them works as expected. After enabling and typing AD credentials the domain field switches to the given domain. After using local credentials it does not switch but generates error like “user or password invalid”. Is it possible to have both authentication mechanisms simultanously? Best regards Timo
Adobe License Keys
Does Service Desk Plus MSP have the ability to report on the license keys that are installed on systems? Specifically Adobe Acrobat Versions. I am running Version 9. 9009 Running this report. select sys.WORKSTATIONNAME, slist.SOFTWARENAME, kinf.PRODUCTKEY "Installed LicenseKey", lic.LICENSEKEY "Allocated LicenseKey" from SoftwareList slist LEFT JOIN SoftwareInfo sinf ON slist.SOFTWAREID = sinf.SOFTWAREID LEFT JOIN SystemInfo sys ON sinf.WORKSTATIONID = sys.WORKSTATIONID LEFT JOIN SWINStallationKeyInfo
Approvers and more...
Hello, is there currently a way for requesters to choose approvers when creating their service requests? In our enviroment, users are responsible of getting the needed approvals from their supervisors, and other area's supervisors, before submitting a ticket for us to be able to complete a certain service, such as access to a data base or application. If we want to apply the process through ME, we need the user to be able to choose approvers, and have that ticket on hold until everyone approves.
Migrate from SDP to MSP
Does anyone have any experience moving from SDP to MSP? We are moving to MSP on a new separate server. I am not planning to migrate over the old tickets. I am looking for a solution for dealing with the remaining tickets that will still be open(~400) when we move to MSP. Our customers mostly use email to create and update tickets. Short of having MSP use a new url and email address and keeping both systems live for a period of time and don't really have a good solution. Any suggestions?
"Closed Request" Message Box Display When Ticket Status Change to "Resolved"
Hi ManageEngine Plus MSP Team, May I know whether the "Close Request" message box can be showed when Technician change the ticket status to "Resolved"? Currently the "Close Request" only appear when Technician change the ticket status type to "Closed". Please advise. Thanks & regards, Wai Chee
Change the Request ID
Hi, Is there a way to change a tickets Request ID after it has been submitted? Thanks
Query enrichment with Notes field
Hi eveyone, I have the following query & I would like to add the "Notes" field. For each Service Request there might be more than one notes. I need to have them all exported in the final report. SELECT "rctd"."FIRST_NAME" AS "Time Spent Technician", "wof"."UDF_CHAR1" AS "Service Request Type", "wo"."WORKORDERID" AS "Request ID", "wof"."UDF_DATE1" AS "Assigned Date", "ct"."TIMESPENT" AS "Time Spent", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "wof"."UDF_CHAR8" AS "Requesters Site",
Can i run a query for list of technicians and their respective group on the service desk plus?
Can i run a query for list of technicians and their respective group on the service desk plus?
requester -email
Hello, Is it possible to add requester's e-mail address into requester details section on request(incident) form like job title, departman, contact number. Regards, Ertan
Quick change option for "Status" just like the quick change option for which technician has the call
Hi, I love the idea of the quick drop option from the main view (for choosing which technician) Would it be possible to get this option added to "Status" as well? Link below for the technician drop down menu, https://gyazo.com/cc0d7c7148b24ffb15033cf2c21ea965 Many thanks, Brad
Rest API GET_REQUESTS
Hello. The non-MSP version of ServiceDesk Plus API has the "GET_REQUESTS" operation that getts all the requests for a view. https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests It looks like this functionality is not available in the MSP version. https://www.manageengine.com/products/service-desk-msp/help/adminguide/api/request-operations.html Is there some other way to get similar functionality in the MSP version?
Adding new status types breaks OPEN request view
After adding additional Status request types all tickets now filter in Pending instead of Open Requests view. How can I make custom status types appear in the proper view filter?
report on individual projects
Folks, I was looking for a report on a individual project that only shows the milestones that are open along with the milestone descriptions, milestone owner and scheduled start date. Then a list of all tasks under this milestone and with each task: status/description/task owner/percentage completed and last comment per task. Is that possible? We are using MSSQL and MSP Plus 9.0 Thanks, Kathryn
Disabling auto emailing to specific mail accounts
tl;dr Another support company we email have an automatic reply to say "Thank you for contacting us" then we email them back with an automated response saying "Thank you for contacting us" then they reply back to say "Thank you for .... etc. etc. Is there a way to stop this for particular email addresses? If not, please could you look at doing this? Thank you Brad
Is it possible to add new services to the catalog in the standard free version?
I can´t find the where it's the place to add more services in the service catalog: https://www.screencast.com/t/aLfcmDfO Can anyone help me? Thank you!
Do you know your helpdesk burn rate?
When you look past the helpdesk workflows, the complex system of SLAs, those custom forms and rules that you spent so much time building, the fundamental function of your helpdesk is to resolve or close incoming requests in the shortest time possible. For your helpdesk to function efficiently, there needs to be a constant stream of requests being closed in order to make room for new requests. One of the primary metrics that you need to watch out for is the ratio of incoming requests against the number
Disable default request template for Technicians
Dear ManageEngine support Team, I need to disable the default request template for Technicians too. Please advise. Thanks & Regards Murali +971 50 6424099 Abu Dhabi, UAE
Total number of hours spent on site per customer
Hello All, I've tried to use the custom report on ManageEngine to pull a report that could show the total number of hours spent by Technicians on a client site i.e. worklog type is site visit. I would like a monthly report grouped by customer. Please can you help me with a MS SQL query this would help us know how many hours we've spent on each client's site. Thank you. Best regards, Margaret.
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