Public KB
Hi all, I am in process of migration from Kayako to SDP MSP. In Kayako we have public site with some KB articles, terms of use etc. I am wondering is that feature existing in SDP MSP? Idea is to provide customers and site visitors with some public info with no need to login to portal. Thanks in advance!
Is it possible to setup more than 1 incoming email to create tickets?
Is it possible to setup more than 1 incoming email to create tickets?
How to setup multi-tenancy in MSP ServiceDesk Plus MSP
Hi all, I have my ME ServiceDesk Plus MSP, but I am thinking of setting up multi-tenancy on my environment. I have spoken to Sales Manager Alan in Singapore WHO sadly wasnt any help at all. I will definitely choose another product next year.... Disappointed in the after sales support. I was wondering if anyone technically can help me out here.... Regards,
List Requeters by Account
Hi, Could someone help me, I need a report of Requeters, LoginName, email, site and phone, grouped by Account.
Customize the ID of requests or incidents.
How can I personalize the ID generated for every request or Incident? I need it sequencial but with a special format.
How do I get- Last Update Time - in Request output?
Hello, I'm able to get an individual Request and list of Requests. Both of the responses do not have- Last Update Time. This column is included in the .csv report we generate. How can I get this column in the REST call? Thank you. -- Dilip
Searches don't show results after restore
After restoreData and reIndexData searches show no results, no matter what. New and edited do show. Build 9009, Win 10, Postgrel What must I do?
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Newer versions not working for me
The latest working version for me is build 9009. Update to 9200 failed. Clean installation of 9205 failed. Going back I noticed I couldn't delete files because the paths were too long (patch folder). I was installing in root (E:\ServiceDeskPlus-MSP). So I did all I could to keep the paths short. I think the structure of the program folders is absurd. It should be possible to stay within the limit of 259 characters. I believe my installation problems are also due to long paths. I guess I will stick
Reply emails not being sent
Hi, Not sure if we are the only people seeing this behaviour, but recently, there have been times when our technicians have replied to an email within ManageEngine, only to find the email never got sent. If they go back into the incident the email is nowhere to be seen. I got one of the technicians to demonstrate it to me the next time it happened and sure enough the email disappeared even though ManageEngine claimed to have sent it. This was in IE and I wasn't sure if it was an IE issue, so I got
Add last worklog column to report???
Hi, We have created a report which shows all calls that have failed SLA and are still open. Is there a way to include a column with the last worklog for the incident? This is so our managers know what the latest action was on the call. Many thanks.
How many login technicians or users with a 30 days trial?
How many technicians can login at once with a 30 days trial version on SDP MSP? With a Free version its only 2.
No Account Selection in Android App
Few months ago after my SDP MSP Android was made an automatic update, I can't see the account filter on left side, and can't add a ticket on behalf of another contact. Is just like my technician user don't have permissions do that.
Where can i Find the Signoff signature by the customer on SDP-MSP?
Hi, On my IPAD app SDP-MSP, the Customer Sign-off the resolution and appear on the request history, but i don't find the signature so i can show to the customer to prove that was signed off and show who signed off. Can you help me so i can show this to the customer? Vitor,
Technician Auto Assign with the logged-in technicians from a Technicians group?
Good Afternoon, Is there a way to set-up the feature "Technician Auto Assign" with the technicians that are logged-in and that are part for an specific group? We require this feature, because we change the schedules of our technicians weekely and also we use a default list of technicians to manage 120 Accounts, and they are sepatated in groups (Depending of the request Type and Service Category). Best Regards,
New Request - Email Notification to external email
I am fairly new to using ServiceDesk Plus, my org has recently tasked me with figuring out this issue. It involves external email addresses whether it is a custom domain and/or public (gmail, hotmail, etc...). When a new request is sent via email the conversation log will show that the requester has been sent an email upon creation of a new request and they do receive an email showing their request was created;however, when a new request is put in manually (i.e. when customer calls in) they do not
Self-service portal - how to show all templates to requesters from different account
Hello, I have set up MSP for my organisation where different departments have their own accounts. While trying to set up a self-service portal I can't create it in a way that requesters are able to see templates not associated with their account, nor can I personalize such templates with fields typical for a department. What I am aiming for is: - requester can see all templates associated with service categories from all accounts (or selected ones) - incident templates have their fields filled automatically
Survey, HTTP error 500
Hi, when sending out a survey to a client/requester, the survey link will not work unless an /sd section is removed from the string. This error occurs in MSP v9.2 build 9202. Any suggestions? Regards, W.
NBD Next Business Day SLA as an Automatic Option.
Hi, I use Service Desk Plus MSP, and i noted that NBD option is missing on the SDP-MSP. As NBD (Next Business Day) SLA is not very common in internal IT is very common on vendor contracts. Today every ticket that arrives on SDP-MSP Service Desk have to edit the SLA to match the end of the next business day, this means that all agents have access to change the SLA making this workaround one dangerous option. NBD states for “ Next Business Day .” This means that if a Request is opened one day at any
Using an external Postgres DB with ServiceDesk Plus MSP?
Hi, I'm a sys admin at a company that uses ServiceDesk Plus MSP, using a Postgres DB that's local to the server from which it runs. This is 8.3 build 8310. What we would like to do is have our system use an external database - ideally Postgres running on Amazon RDS. Is this possible? If so, please can someone point me in the direction of how this can be achieved? Obviously we would set up the external database endpoint, usernames and so on. We would need to migrate the existing database across to
Integrating ServiceDesk Plus MSP
Is it possible to integrate ServiceDesk Plus MSP with Desktop central NOT MSP ?
how to prevent technicians delete their assign task
when i assign task to technicians they easily delete that . and i cant follow project (excuse me for bad english)
HOW to include request attachment in notification,
Hi, I want to know HOW to include request attachment in notification, what i mean is when notification is sent to group after adding new request, this mail should include attachment attached to this request.
test email
Hi, how can i send test email from SDP-MSP? Best Regards, Hani M. Nasif Systems Engineer Mobile : +966 550184521 Email : hnasif@trust-arabia.com www.trust-arabia.com
Business rule to assign to an account
Hello, I have one question. Is that possible to change the Account if a new ticket match one condition. I have an example. I would like to create an account called "Management Requests". It should be an account where limited technician can have access. If someone from my company send an email to "request@mycompany.com", I would like that this requests go to this new account. Unfortunately, because the guy who send the email is an existing Requester, then the email will go under the account of my
SQL QUERY REPORT(Technician Department)
I'm running this SQL below to generate a report and everything is fine except for Department as indicated below where it supposed to extract Department associated with Technicians and not Requester Department as the case at the moment with below query. My manager wants Technician department. Appreciate if you can figure out where I went wrong and advice so I can amend the script accordingly SELECT dpmt.DEPTNAME "Department", qd.QUEUENAME "Group",Year( dateadd(s,datediff(s,GETUTCDATE() ,getdate())
archive
Hello, Is it possible to change archive folder in SDP MSP. Regards, Ertan
Additional Fields for Query Report of Requests open longer than ....
Hi We are running SDP MSP 8.3 8310 with a postgres database. I have borrowed this query report from another thread that I found here, but would like to add additional fields and a sort order. I have tried doing it myself but it keeps failing! SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status", wo.TITLE "Subject", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wos.LAST_TECH_UPDATE) "Last Updated Time", (case when ((date(current_date) - date(to_timestamp(wo.CREATEDTIME/1000)))
Best way to set up a recurring (monthly) task
I am looking for the best way to set up a recurring ticket or task. I have something that needs to be done the 1st of every month and it can be picked up by different people.
CANT SEND EMAILS FROM SERVICE DESK PLUS V8 -MSP
I have a Service Desk Plus v8 - MSP setup. My tickets are created from incoming emails so I can tell my incoming mail is working fine. Problem is that I am not able to send replies to a requester from Service Desk. Notifications are not sent also from service desk. I have tested my SMTP relay using the command below and I received the email in my mail box. "Send-MailMessage –From user@domain.com –To user@hotmail.com –Subject “Test Email” –Body “Test SMTP Relay Service” -SmtpServer smtp.office365.com
Removed support group still selectable
Hello, We have removed an obsolete support group, but we can still see it as a selectable support group when we create a new ticket. How can we permanently remove it from the database? We are using build 9009. Kind regards, Kerim Berkeveld
Sharing AD user accounts across multiple MSP Accounts
I have our SD MSP set-up with our Cloud team as the main MSP account (1 - HOST). We've set-up our AD and have everyone in as requesters and all is good. Now our IT department wants to come into our MSP application. We'd be using the same AD accounts but we want to set them up as a separate MSP Account (1 - IT) so we can split out the Service Catalog as well as incident & request templates. Under Window's Domain Scan, I edited our domain and set it to share with the "1 - IT" account. I then went
Creating requests with requester details using REST API (json).
I'm struggling to pass requester details like contact number and email. The API accepts the parameters (no errors) but they do not get associated with the requester record... data={ "operation": { "details": { "account": "Sample Account", "description": "Description of the request.", "requesteremail": "customer@email.com", "requester": "Joe Customer", "site": "Sample Site", "title": "Title of the request."
Report Usage Error
Hi Does anyone else get this report usage error when trying to run a report? (sorry,unable to execute the report, as a report generation for this login already running) SDP-MSP support has tried a few things goes away and then recreate the issue. Impacts my Account only. which means i'm unable to run reports. V:9202
SLA Escalation - Business Hours
If a SLA is scheduled to only be resolved/responded during business hours it would be great if the Escalations could also be configured to only escalate during business hours also. In our case a manager/technician may get an email about a request that is going to escalate in 3 hours time. The email is received at 5am, yet the technician is not on duty until 8am. It would be better if the email could be sent 3 BUSINESS hours prior to the due time, which would mean that action could be performed
E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
I know this topic has been covered before but I'm at a dead end. New install of ServiceDesk MSP on AWS running on Ubuntu 14.4. I also have an iRedmail server running on AWS for email. I have been unable to add inbound mail using any mail protocols (IMAP, POP, POPS, Etc) using the external IP, AWS hostname, mail hostname, private IP address, etc.. I am able to telnet from within the AWS private network from the servicedesk host to the mail server as well as externally. All ports are open on the
Converting timestamps in report to list requests due tomorrow
Hi! I'm trying to get a report of requests due tomorrow. I want to edit my existing due today report, pull the query and change the time filtering from (longtodate(wo.DUEBYTIME) <= 1486*********) to >TODAY+1day and < TODAY+2days (aka tomorrow). This would be a great report to send to the teams and dueby today is handled by the incident manager. Spent quite some time but can't get the dates to work, I don't want to edit the report each day and change the 13digit timestamp myself. Any ideas? :) Regards,
SDP MSP - Problem to export reports to XLS
Hi, We have a problem to export reports to Excel. Always that I need to export a report that time range is more than four or more months, the reports was created with differents values. For example, I generated a report that time range is 01/01/2016 to 21/12/2016, and result is "2305" requests: When I'll export to XLS, this values appars wrong: As you can see, results are different to the same reports. I attached the support file and three example reports to analise results: File Download Link
Engineer queue bar for daliy incident number
i need assistance bar for number of ticket assign for engineer per day work as counter to distribute the ticket fairly
Service Desk Plus not fetching emails
Hi, I have Service desk Plus MSP ver. 8.2 build 8211 and I was using email fetching features to receive requests by mail to open a request automatically... it was working fine with no issues, but suddenly it stops fetching emails without doing any changes from our side. Can somebody help me to troubleshoot the issue, please? Thanks.
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