[Support] Tab
Dear Support, We used to have access to the [Support] tab for checking logs etc in MSP ServiceDesk Plus. But since we upgraded to v9.2 Build 9204, this option has gone. Please advise (we have the free licenses) Best regards Jon Ward
email settings SDP MSP
Hi, i am trying to figure out the following scenario and any suggestion would be useful: my company has acquired a smaller company. let's call my company, company1, and acquired company, company2. Every company has it's own set of users and for some time every company will handle its own users, but using the same service desk, thus meaning that users form company1, should send requests to support@company1.com, and recieve answers from the same email address, and users from company2 should send requests
Script for assigning Sites to Techs
Is it possible to have a SQL script run in Manage Engine MSP that would assign a list of sites to a particular technician?
reports in MSP
Hello, I have two MSP accounts that belongs different customer and want to hide some reports from them , customize report page for their admin. If is it possible how can i do that. Regards, Ertan
Using production database on a test server
Hello, I'm seeking advice on using a production database on a test server. The first thing I did was disabling mail fetching, but is there anything else I have to take care of before I start the test environment? In case mail fetching accidently gets enabled, how can I set SDP-MSP to re-route all mail messages to 1 default e-mail address? Do I have to anonymize all e-mail addresses of requesters? Kind regards, Kerim Berkeveld
Service Plan - Monthly allowance
My client has infinite monthly allowance, is this the best way to reflect this in a service plan?
Query to import categories sub categories items with descriptions
Hi, I know that I can import categories, sub categories and items. But there is way that I can import as well their corresponding descriptions? Customer have a CSV file with all the categories, sub categories and items with their corresponding descriptions. I want to to use that file to import them without to have to go to each one and enter their description manually. Thanks, Jose
Add Worklog Entry but not be able to edit requests
Is there a way to allow a technician to enter worklog entries into requests but NOT be able to edit requests? The particular user has SDGuest access. I've been playing with the roles to see if I can build a custom one but I can't give the ability to add worklog entries without giving the ability to edit requests. Thanks, Tammy
RMM tool suggestions
Waht RMM tool will workwith this software
Account setting
Hi all, need some help or ideas here! Here is my scenario: I have a customer which uses for example two technologes that we support and maintain. Call them TechA and TechB. My idea was to setup mail addresses for each of these two techs separetly but under the same account. For example when mail is sent to techa@test.com request is assigned to SiteTechA with all optons for that site (departments, technicians and so on). But I can fill only one support address on Account page, so I do not know how
create a report with non-billable tickets
Hello everyone, i want to create a report whese all tickets/worklogs are shown which are marked as non-billable. can anyone tell me where i can find the "is non-billable" - marker in the reports-tab? Thanks for the help. Jason Kehl
Send notifications when request level is changed
Is it possible to send notifications to a technician (or a number of technicians) when the request level on a request is changed? A use case for this would be: We have a team of network engineers; Some engineers are more experienced and focus on the more complex requests, e.g. level 2 and above; While the junior engineers triage and attempt to resolve requests in the first instance; The group is notified when tickets are assigned to their group; When the junior engineers are unable to resolve the
Generate assets from CI´s
Hi Is it possible to create assets from a CI data base?, I mean there are many CI that are not as assets and I need to use them as assests to declare them in incident tickets.
ServiceDesk Plus MSP - version 9.2- Build - 9203 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9203 Please refer the Migration path table available here and upgrade to our latest build 9203. What's new in ServiceDesk Plus - MSP 9203 ? Enhancements SDPMSP-2405/6671 : Account name is added in Request list view column chooser. SDPMSP-10234 : Account and Requester REST API enhancements: Ability to Add / Edit / Update an Account using REST API. Ability to Add / Edit / Update Requester using REST API. SDPMSP-10243: SLA breached
Edit Reports Role
I'm trying to set a user up with a custom role to allow access to the modules EXCEPT admin. I've attached a screenshot of the role. When I log in as the user with this role they have access to view/run reports but they can not edit them. How do I give this access without adding the SDAdmin role? Thanks, Tammy
Missing preset group when I create a service request
Hi, I create a service template with preset group, but when I create a service request from this service template my preset group is missing. How can I fix it ?
technician problem
Hi everyone, everything is working fine but there is a problem with one of our technician, i added him before but i deleted so he is not appear anymore in the technician list, and then i added him again with new account but the problem now is whenever i want to make a new request the same technician appear twice when select technician, and im very sure that there is only one account for him, i even checked from CMDB but still nothing appear.
Add response as Technician Reply?
Is there any way to have a reply appended to a ticket not as a requester reply, but as a technician reply? For example, if a technician uses an application other than ServiceDeskPlus to respond to a ticket, can the fact that the response is being sent from the technician's email address be utilised to append as a technician response? Thanks! Michael Evans Systems Technician Apprentice Grey Matter Ltd
Asset mandatory filed ServiceDesk Plus MSP
Good morning , the functionality of assets as required field is not yet available in the template incident ? Thanks!
64K limitation on request description field
Just received the following error when creating a request "The size of the description being greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html" I found a post where this was brought up as an issue in SD Plus and fixed in July 2015 (release 9101) but I don't see this listed as an item for MSP anywhere. Just wondering if this will also be addressed in MSP? I didn't see it listed in the 9.2 release notes. Your Version : 9.0 Build 9009 Database : mssql Thanks, Tammy
Page Crashed with NullPointerException. Kindly contact System administrator.
Hi today morning on words we are facing a strange issue. Admin privileged users are not able to login to the system, but at the same time Requester and technicians who dosnt have the admin privilege are able to login to the system. Admin users are able to login to the mobile page. please find the error we are getting. Sorry, An Error Has Occured. An error has occured during the current request Message : Page Crashed with NullPointerException. Kindly contact System administrator. You can either :
Organization Invitation Email
How do I edit the Organization Invitation email wording that is send to the end user to join the organization?
Preventative Maintenance Task does not utilize Incident Template Task Dependencies
The issue we are having is that when the Preventative Maintenance task is set to run automatically the request generates with the correct task template, but the task dependencies do not appear. If I manually run the Preventative Maintenance task, the request generates with the correct task template, and we the task dependencies work. any ideas on why the task dependicies do not work when the preventative maintenance tasks are set to generate automatically?
Change number of recent items
Hello, Is it possible to change the number of recent items? Thanks in advance. Regards, Kerim Berkeveld
SQL Query List Open Incidents for all Techs
Trying tog et a query to count how many tickets each tech has open. Can anyone assist with this?
How to change ICON...
How can I change an icon that already in the Service Catalog?
Mail fetching issues due to CA cert issues
Hi - we had a problem last night with mail fetching. When we went to stop and start mail fetching we noticed that it was due to certificate errors. We notice that the existing server cert it's self runs from October 2015 to October 2017. It seems that the intermediate certification authority (CA) or even the trusted root CA had expired and SDP only had this CA in the local CA store. We used the tool following the directions on this link - https://forums.manageengine.com/topic/could-not-find-valid-certification-path-to-requested-target-so-kindly-configure-to-apply-trusted-self-signed-certificate .
MSP mobile app doesn't work with custom Ticket-lists
Hello Support-team, we tried the MSP app today (both android and ios) and we noticed that the custom filters do not work properly. I made a Filter to show me all of my non-closed tickets and those tickets which are not assigned to any technican. The Filter shows me only those tickets which are not assigned. In The Browser-version of MSP the Filter works fine. I hope you can help us fix this problem. Thanks & regards Jason Kehl
Hide forgot password link for domain users
Hello, When our domain users want to log on to SDP MSP and they forgot there AD password, they click on the 'Forgot Password' link at the login screen, but of course this won't work, because it's is only meant for 'local authentication'. Could this link be hidden when an user wants to log on as an AD user? Regards, Kerim Berkeveld
Mail fetching and mail sending issues faced by Office 365 users.
Dear User(s) Due to an update in Office 365, couple of our users are facing Incoming and Outgoing Mail issue. If you are one among them, please follow the below steps to fix it. Error message in UI: If you stop the fetching and click save you will get the below error message. FAILURE : E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate Error trace in logs: ( Present under <ServiceDeskPlusMSP>/server/default/log)
9202 - System updates rocket Icon
Hi All, We upgraded from 9201 to 9202 over the weekend and we now have a rocket icon (tooltip: System Updates). Can anyone enlighten me as to what this is for as I can't see it mentioned in the release notes. At the moment, when I click on it I just get a blank box. Many thanks.
Two or more Accounts in SDP MSP and one Active Directory
Hi, We have one Active Directory Domain and we have some Coworkers (another companies in our office who rent workplaces) which have user accounts in our AD Domain (for access to our service systems). In the SDP MSP is their AD user accounts must be mapped to a separate Account. But, I can't add domain to their Account, I get error message "FAILURE :Domain with the same name already. Please provide a different name." LDAP authentication\Local authentication we don't wont use, because we need map Requester
how to make the bill of work
Good afternoon! I ask to help, someone can met! Whether in the service desk plus msp version it is possible to make the statement of works or the report in which it is possible to insert a HTML form, and in the necessary fields to insert variables that data undertook from service of a desk? In the SupportCenter Plus version it could be made!
Job Sheet Customizer
Good afternoon! Say Job Sheet Customizer feature is in the version of service desk plus msp?
Delete AD import cache from the database
Hi, Please confirm if the instructions in the topic below applies or not to SDP MSP. Thanks. https://forums.manageengine.com/topic/how-to-delete-active-directory-import If not, please provide the instructions. Jose
Thank you message
I've seen this around and curious if this would be a work around 1.Set automated close to 72hrs when marked resolved 2. Turn off incident reopened if end user replies check- Alert Notify Technician by email when there is a new reply from requester If incident marked resolved status will the tech still get the notification? Can a business rule be created if body contains "Thank you" close ticket on resolved incidents? This would mean it would auto close in 72hrs, allow the end user to close themselves,
How do I keep the original email on the request when replying to the sender
Whenever I click on Reply on a new ticket, it does not include the original email on the request. Is there a setting that will allow me to modify this? Same case when forwarding an email in MSP, the original email does not appear when I click on Forward. Any info is greatly appreciated. Thanks, RD
Need a AIX Agent to collect Asset data
We are trying to create a AIX Unix extraction that will send server data to our ServiceDesk Plus server like we do for all Windows and Linux computers but have not been successful. Do you have a AIX agent in use that may have been created and or used that I can not find within SD? If you do not have an agent I need help to troubleshoot why it is not collecting data even though it seems like it did send it. This is where it's sending xml file: hostName="TXBMEFTWP01" portNo="8080" protocol="http"
Worklog Report across all modules with Account
Hi, We need a report that provides all worklogs from all modules (requests, changes etc.). We have found reports that do more or less what we need from other forum posts, but they do not include the 'Account' field which we require as we use the MSP edition. Does anyone have an MSSQL query that will provide us with this information? The columns we would need would be as follows as an example: Module ID Module Account Title Created Time Technician Time Spent 1 Request Company Remote session with customer
Service Desk MSP
Hello, You have two mobile apps for ServiceDesk+ and for ServiceDesk MSP In your mobile app for SD+ you have a TASKs module, but there are no such module in mobile app of SD MSP version. Why? For MSP companys it is very important for filed engineere to see and edit tasks in mobile app. Is there are any possibilities to see/edit tasks in MSP version on mobile devices? Thank you
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