Business Rules - Action to set 'Request Type'
Good Morning, I have asked this before and was informed it would be part of a later fix. We are currently up-to-date with our fixes/patching, but still do not see the option to set 'Request Type' when setting up a Business Rule in MSP-Plus. Please see attached screenshot for the options we see. Are there plans to expand the available options in the near future? Best regards Jon Ward, Technology Solutions, UK
Attachments doesn't load
Hello Anyone knows why the attachments load suddenly stops working, I can select the file and click "Add file" but it doesn't upload the file, the window stays there. Can anyone help me. Thanks. MSP version: 9.2 build 9204
REST Api changing created by parameter while adding request
Hi, I am using the REST api of manageengine to create request in the system. As a technician I am using my api key generated to create request and implementing in an custom application. But the issue I am facing is , any employee can use the custom application and create request but everytime the createdby parameter is assigned to me though the requester is different. I want the requester name to be same to the parameter created by. How is it possible. I tried to send <createdby></createdby>
Calls in daily and weekly
Dear All, Can you kindly help me with a query for MS SQL that can pull a daily and weekly report that would show the following: Assigned to Calls closed within SLA Calls closed Outside SLA Calls still open Within SLA Calls open outside SLA (BACKLOG) I look forward to your kind response. Thank you. Best regards, Margaret.
Calls closed within 30 minutes of logging by team
Dear All, Please is it possible to get a MS SQL script that could display the following: Technician Service Category Number of calls closed within 30 minutes of logging Thank you very much Best regards, Margaret
Add Category & Sub-category
Hello, I have some assets which are not belongs to the pre-defined IT Assets category (Servers, Routers, Switches, etc.) Is it possible to add Category & Sub-Category in IT Assets? Please advise. Thanks.
Error fetching mail ID to group
Hi, I`m testing MSP thinking on deploy it to manage ticket from IT, finanace, rrhh, etc. I have created all Dept as groups and 1 account in our Exchange online tenant like: help@domain.com (mailbox) help-it@domain.com (alias) help-rrhh@domain.com (alias) etc My problem is that when I send mails from internal account to an alias msp detects the received mail as send to the mailbox accout (help@domain.com) and the group assignement dont work. If I send an email from an external account like gmail all
Calls In (daily and a weekly)
Dear All, Please do you have a MS SQL query that can display the following records: Assigned to Calls closed within SLA Calls closed outside SLA Calls still open within SLA Calls open outside SLA (backlog) Thank you. Best regards, Margaret.
Default Incident request template
I was wondering if anyone knows how to change default or force an incident template on a specific client. I have a client that doesn't want their requesters to set priority on the tickets, but almost all the other clients want this functionality. The same client (and others) also expressed interest in making custom fields for their tickets which shouldn't be shared with other clients. This wouldn't be an issue except that I cannot seem to make the incident screen load to the template i made by
Error when creating a site: "Please select an account"
I am getting "Please select an account" when I try to create Site. I don't see option to select account anywhere on the page. I am logged in as administrator. SDP: 9207, postgres, Windows 2012R2
report showing all incidents and requests
Hi, i am looking into the what categories, subcategories and items we actually use the most in servicedesk. Could someone help with a query to do such report. The reason is that we want to structure the Category, subcategory and items in a smart way. first thing is to see how used the existing requests are being categorised. Thanks. Best regards Thomas
Link linked request to other requests
Hello, You can link multiple requests to one request, but when you enter one of these linked requests, the option 'Link requests' in the actions menu is gone. Is this a bug or a feature? We want to also link these individual linked requests to other requests. At the moment we are using 9.0 Build 9009. Kind regards, Kerim Berkeveld
Report for time spent by technician on tasks
Hi, I'd like to obtain a report on task to show the time spent by technician, and the actual hours vs estimated hours. The default report template for tasks shown below doesn't include that fields: SELECT "taskmilestone"."PROJECTID" AS "ID del proyecto", "taskdet"."TASKID" AS "ID de la tarea", "taskdet"."TITLE" AS "Título", "taskcreatedby"."FIRST_NAME" AS "Creado por", "taskowner"."FIRST_NAME" AS "Propietario", "taskdet"."PER_OF_COMPLETION" AS "Porcentaje de finalización", "taskdet"."ADDTIONAL_COST"
Manage Engine Plus MSP - "MSP Details" VS "Account Details"
Hi ManageEngine MSP Support Team, Question 1: I am using ManageEngine Plus MSP, may I know the followings: Differences between "MSP Requester" under "MSP Details" and "Requesters" under "Account Details" ? Differences between "MSP Service Level Agreement" under "MSP Details" and "Service Level Agreement" under "Account Details" ? Question 2: My company is having 2 properties with different 2 domains. Both properties also consist of Technician which shared across the 2 properties. May I know whether
Specific Contract Report
Hi, I need help to generate a report of Active Contracts that's contains. Account - Contract Name - Support Details Tks for any help. Leonardo Nacarati
Request Closure Code
Hi, It appears you can now close off requests without actually selecting a request closure code which isn't ideal for stats purposes. Can you advise if there is a feature I need to enable to stop this? We're currently using version 9.2 build 9204. Thanks, Tracy
9.2 Build 9205 ManageEngine MSP - Technician view is still not fixed for problems I reported for version 8
The selection lists for Groups is too small and have been for quite some time, I've spoken to your representatives two years ago and I still haven't seen an improvement. It's sad because it's really just a CSS change of a value, from width:230 to width:430 and it's fixed. See attached image. As you can see you can't really tell which Groups are available in the last list. This is how it should look: What needs to be changed is the lines <select name="availableQueues" id="availableQueues" size="8"
Need Quick Way to Track meeting Time
Our techs spend time in an Account Rep role creating reports and meeting with clients. I want to create a simple web form that will close the ticket on creation. My question - is it possible to add time into the Work Log at ticket creation? They should basically need to fill in their time and one or two fields on the web form. I do not see any way to access the Work Log fields on ticket creation. Any suggestions?
Why average values of help desk KPIs don't give you the full story?
While measuring helpdesk KPIs such as resolution time and response time, we always look at the average value. An average resolution time of 5 hours tells you that your technicians take around 5 hours to provide end users with a resolution to their problem. Does that mean that ALL your technicians come up with a resolution in 5 hours? Not really. Let's consider a 2 person helpdesk team with Adam and John as the helpdesk technicians. Scenario 1- Adam resolves all requests within 4 hours (4 hour resolution
Site name wrongly associated with other site
Dear Team, I would like to inform you that Previous issue (Site name wrongly associated with other site ) is still persist. Today, I have observed that while new request has came to the helpdesk it assign site BBL but this request has come from another site which is NERIST. I did not understand why every new request is getting assigned to BBL site. Real Scenario : ID:340 Requester Name : Rashid-ul- Alam this request has come from NERIST site. But in the screen shot you can observed the site
request approval/rejection email templates
I am looking for the location of the request approval/rejection email templates. I would like to edit the content to be more informative but am unable to find where i can edit. Does anyone know where these templates are? I have looked under organization details > notification rules, and self service portal settings. Where else could they be?
ServiceDesk Plus - Show Worklog to requester in the Self-Service Portal
Hello! Is there a way to show Worklog to requester in the Self-Service Portal? Thank you!
Limit on Category, Sub-category and/or Item?
How can I add extra categorization? 1-Category / 2-Sub category / 3-Item - Subdivision? - Subdivision? .... Why we used only 3 Subdivision?
refresh page when field is changed
hello all, how can i do re-fresh page when a field input is changed? i have if statement, so when user selected an input (ex: to destination field) the corresponding other field changed, but when user changed again the original input (ex: destination field), the corresponding field does not changed properly. I have to hit refresh so that template goes back to default options thank you
Custom trigger
Hello, I would like to execute a script as soon as the ticket is assigned to a technician. Is there a way to do that with the custom triggers ? Or with something else ? Thanks for your help.
Request Conversation call in Rest API MSP
Hi, I want to know when it will be supported REST API method GET_CONVERSATIONS in ServiceDesk Plus MSP Now, if call this method, the return msg is {"operation":{"result":{"status":"Failed","message":"Invalid operation"}}} Thank you
ServiceDesk Plus MSP - version 9.2- Build - 9206 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9206 Please refer the Migration path table available here and upgrade to our latest build 9206. What's new in ServiceDesk Plus - MSP 9206 ? Issues Fixed SDPMSP-10219 : All Solutions are visible to technicians irrespective of associated accounts. SDPMSP-10288 : Exception thrown when we click "Add credential" from Remote AE. SDPMSP-10294 : Exception thrown when we try to save credential under Asset Details. SDPMSP-10301 : Fields
changeDBServer.sh to POSTGRESQL FATAL: role "root" does not exist
Hello.. I am unable to connect to ManageEngine SDP postgres when changing DB .. ************************************************************ DB Server Setup wizard ************************************************************ 1) Setup POSTGRESQL Server 2) Setup MYSQL Server 3) Setup MSSQL Server 4) Quit Go to [1/2/3/4] : 1 Host : localhost Port : 65432 User : root Password : xxxxxx DB Name : servicedesk --------------------------------------------------
SDP MSP ios app.
The ios app is very buggy. It resets all the time and 9/10 times when you try to read a notification it gets stuck. Also when you get a new notification it does not allert you any more. The notification worked once or twice in the begging and stoped notifying when you have the phone/tablet screen locked. Please fix this.
Cannot find "change to technician" botton
Greetings, I cannot find the "change to technician" botton in the "edit requester form" Those user were changed from technicians to requesters but I was not able to change them back. The Service Desk MSP version is 8309. I´m I missing something? or is this a bug? Thanks for your help, Regards
Asset Management
We really like to start utilizing the asset system in MSP, however we don't care for the forced Product Types and Configuration Item Types that are implemented by default and apparently can not be removed. Most of these we will not use and feel it adds an unnecessary amount of clutter to our environment. Please allow us to to remove these default/built-in items so we can customize it to our needs.
SDP MSP 9204 - Technician Availability Chart doesn't show changes or tasks
Good Morning, We're running SDP MSP in Build 9204. When I open the Technician Availability Chart for any person, I can well see all the requests assigned to that person on a specific day. Unfortunately, I do not at all see the assigned changes or tasks inside changes. Is there any way to change this behaviour? Thank you for your help! Sebastian
repetitive "FCR unmarked "and "conversation ID xxx added..." logs
Hello, Although tickets have been closed , they are being repeatedly opened. Sample logs are as follows . Regards, Ertan Created by System on 22/03/2017 22:44 Operation : CREATE , Performed by : System Technician assigned to request through Tech Auto Assign Updated by Murat Bayrak on 22/03/2017 22:51 Request Updated by Murat Bayrak Request Type changed from None to Olay Site changed from None to OSMANBEY Group changed from Servis Masası Grubu to None Category changed from None to HATA TEKNİK Subcategory
SDP MSP 9204 - Worklog time spent always automatically filled
Good afternoon, We are using heavily the "work logs" inside the SDP MSP to track our people's work. The goal is to correctly put a time spent on a task, e.g. 8 hours. But these 8 hours can be spent between 8:30 and 17:30, including 1 hour of lunch time. If we try to set the start and end time of the work log like this, it calculates automatically the time spent to 9 hours, which is not correct in our case. Is there any possibility to have the begin and end date fully independent from the time spent?
SD+ MSP SQL Query Report - Average Response Time by Account
Hi Guys I'm looking to do specific client reports that show us how quickly we respond to tickets raised for a given time period. I've seen similar requests to this on the forums however nothing specific to accounts and not singling out individual technicians. Many thanks Your Version : 9.2 Build 9204 Latest Version : 9.2 Build 9205 [Details] Database : postgres
Service Catalog Request Close_Request Rest API
Hi, Is there a CLOSE_REQUEST for Services and not Incidents? When i try to use CLOSE_REQUEST Rest API Call as the guide states Close Request To close a request, the URL is given as: http://<servername>:<port number>/sdpapi/request/<request id> Assume the Request ID to close is 25, then the URL is given as: http://localhost:8080/sdpapi/request/25 I can close fine Incidents opened, but not Service Requests. I get a response <operation name="PUT"> <result> <status>Failed</status> <message>Error
V-Technician for MSP
After visiting the developers site looking for this addon, i came up to this message here : Project On-Hold Beta release is on hold until ManageEnginge Service Desk Plus MSP Team will release requester functionality to their API, Once available project will resume and a beta release will be made available for public. V-Technician MSP V-Technician MSP is a powerful Outlook add-in for Service Desk Plus MSP. The add-in is designed to simplify the process of creating requests directly from an employee's
Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of
Support for MySQL Database
Dear Users, Please note that the support for MySQL database will be removed from Jun 2017. The main reason to stop supporting MYSQL database is that, we are working on Mickey lite framework migration. ServiceDeskPlus-MSP is built on top of Manage Engine's proprietary framework. This framework enables the flexibility to use the desired database. Currently, we are in the process of upgrading this framework for better stability and to include advanced features. Providing support for the older databases
SDP MSP Build 9200 can't install with MySQL
Has anyone had any success upgrading to build 9200 or above while using MySql as the database (on linux)? The installation breaks in all sort of ways. It first breaks by looking for mysqladmin in the ./pgsql/bin directory. After fixing that, the upgrade breaks midway with an "Unable to start MySQL server on port 3306, since another instance of mysql is running in this port." error. If you try stopping mysql before the upgrade, the upgrade errors out right away so that isn't an option either.
Next Page