Business Rules are not being applied to a custom Request Template
We have created a custom Request template. None of the business rules that we use work on requests submitted with this template. How can this issue be resolved?
License File
Hello!! I've the Manage Engine Service Desk Plus MSP and it's working fine. But, when I'm licensed my portal I insert the file that allows just 15 technicians. I created a new license file, but I don't know how to put it in my server. Someone could help me? Thanks a lot! José Luiz Milanezi Sinestec - Brazil
Report: Template Change History
I am trying to write a report to pull specific history on requests (incidents & service). The detail I'm interested in is if the template was changed after the request was submitted. I can't seem to get the tables linked properly to gather that data. Here are the fields I'm interested in: Request ID Original Template Name used for creation of the request Template Name the technician changed it to Date the change occurred Request Category Request Sub-Category Your Version : 9.0 Build 9009 Database
JBoss or Tomcat?
Hi, SDP MSP uses Jboss or Tomcat?
version 9.2 Leave notification ERROR.
Hello Dears, in build 9009 this issue was fixed as i know. But now , have 9.2 version, and got same issue that was fixed before. Leave Added/Updated but the mail notification have failed. Need to notify the users manually. When canceling leave it says : A problem occurred while sending the mail notifications. Leave cancelling could not proceed. Please try again later. Please it is urgent, we are getting closer to choose this product, by testing it for 3 month allready, but again we got failure ,
Client close request: problems with link (unnecessary authorization needed)
Hello! We are using MSP SDP ver. 9200 So about the problem. There is a problem (I think so) with closing requests, when clients closing request from email notification link. When request receiving from Main Account, request close link looks like that: http://helpdesk.company.corp/workorder/CloseWorkOrder.jsp?woID=19319&KEY=1479111613673 When client go to this link, he has a new web-window, with the button: "Close Request" If request received from client1, link looks like that: http://helpdesk.company.corp/client1/workorder/CloseWorkOrder.jsp?woID=19319&KEY=1479111613673
Default Incident Template per account
Hello, Is there anyway to assign a default template when a request comes in through email, on a per account basis? As an example, currently I have two accounts, all using the Default Template when an email comes in. I also have a customized template per account. When the email comes in, I have to go manually edit the incident, and change the template, then fill in the required information. I would like to be able to set a default template per account, so when the email comes in, most of the information
New UI Style for ServiceDesk Plus for MSP like in ServiceDesk Plus
Hi, When planned change old UI style of ServiceDesk Plus for MSP to new UI style like in ServiceDesk Plus ?
E-mail notifications to technicians not working
Hi world, I create a preventive maintenance and schedule it, all works fine, but when the ticket is automatic created, the system don't send notification to the the technician, only appears in the Request list, there are a way to generate this notification to all the involucrated persons? Thank for your assistance Mike
Integrate AssetExplorer & Servicedesk plus
Hi all, We have asset explore and service desk-plus MSP, It is possible Integrate both ?, Since it is very useful during the ticket booking based in asset and also track particular asset service calls. Regards, Mariappan S
ManageEngine ServiceDesk-PLUS: Restore Data backup failed
Hello, I have problem in restoring data backup when made a new fresh install at new Server with using version 8100. Is there any way to resolve this issue? Attached here is error copy from command: [root@localhost bin]# sh restoreData.sh ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows
Hide Requests for an Account from a 3rd Party Support Group
Is there any Trick to achieve the following? We have a customer account setup and a support group who manage all their requests and incidents. However we have a second support group assigned to that account containing 3rd party technicians. Is there anyway of hiding requests/incidents for the account from the 3rd party technicians until the request/incident is assigned to their 3rd party support group? Kind regards Jon
how to add additional fields in reports or in search list view in service desk plus MSP
I created a Service Catalog and a service Category in my Manage engine. I also added 3 additional Fields in my Service Catalog as numeric Fields which Names are : Phone number , Order Number,Customer Number. I need to be able to search my requests using these 3 Additional Fields and I need to extract data from those fileds in order to make a report But The Point is that These Additional Fields are not listed in default Search Fields and also I Cant make a Report to find these fields information,
Query Required to get CPU/RAM/Disk stats from CMDB
Hi All, Hope you are all doing great. We are urgently in need of a query that can pull out following information from CMDB in Manage Engine Service Desk Plus MSP. We would need atleast following information about the Servers in CMDB along with Hard Disk stats which we are unable to capture from CMDB report in MSP Build 9.4 Any help in this regard is highly appreciated. Please be informed we need CI Name, Site, Manufacturer, OS, total Memory, Total Number of CPU, Hard Disk atleast initially. Also
Sequence to periodically refresh test environment with production data?
MSP 9.0 Build 9009, Linux/Postgres Periodically (monthly maybe...) we want to "refresh" the test environment with the current production data. We take a full production backup ever night. I know about restoreData.sh, which is what I used to initially load the production database into my test environment a while ago. My question is, every time I want to refresh the test environment as described, do I just run restoreData.sh on test and load the production backup, or do I need to first run reinitializeDB.sh
Windows Domain Scan issue: Issue while starting domain discovery.
FAILURE :Issue while starting domain discovery. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. [09:29:11:318]|[11-22-2016]|[com.adventnet.servicedesk.asset.action.DomainScanAction]|[SEVERE]|[159]|: Issue while discovering the domains.|java.lang.NullPointerException at com.adventnet.servicedesk.utils.ServiceDeskUtil.getAdventNetErrorCode(ServiceDeskUtil.java:3816)
Considerations to run DR version of MSP in Azure
We currently have an on-premises implementation of SD+ MSP This uses a Windows 2008 R2 server as the web front end with the SQL database stored on a separate SQL Server 2012 server running on Server 2012R2 We would like to configure a replica environment in Azure for disaster recovery purposes Can you advise if any guidance is available for setting up a cloud replica of on-premises SD+ Can you also advise if this can be done using our existing license or whether there is likely to be additional cost
servicedesk msp application could not start
Dear Support Team, My Service Desk MSP is running on windows 2008 R2. Version is 9.x It has been running well for more than half year. Recently there is outage on our storage, and the application stops working. We then cleaned up the storage and now it has sufficient storage space. However, when we tried to start the application , the app was hanging in the the booting process. Then we tried to execute the run.bat, and there is error like below Could Not Find C:\ManageEngine\ServiceDeskPlus-MSP\bin\jndi.properties
Tickets Created With Email Commands - Requester Field Doesnt Pull Requester From AD - Strange Behaviour
Greetings, We have a system set up where emails generated by a form sends an email to our servicedesk plus implementation. The email is plain text. The tickets open just fine and the fields are populated, including the requester field. At first, we would receive emails upon each ticket created as the requesters are tied to our AD which includes email addresses. However, over time the requester fields continue to populate yet the requesters no longer receive emails and this happens: What you are seeing
Possible script?
I need to create some way to to send a email to someone other than the requester when a ticket has been resolved. This person would not be a technician
API support/roadmap?
MSP 9.0 Build 9009, Linux/Postgres I saw a recent forum thread where it was mentioned that support for the Servlet API had already been dropped. Since we are new to MSP version, what APIs are supported and what isn't? I know I have team members interested in using the Servlet API and/or REST API for various things potentially. What is the status of the various APIs? Thanks!
Moving an Incident to another Account when Request created by email
We have Technician accounts that can manage all accounts and are in/associated with all Support Groups, Accounts and Sites. From these technician accounts we can raise new incidents/requests and assign them to any Account, any Support group, and specify any Requestor. However, when a Request comes in by Email and has a requestor already assigned, we are unable to re-assigning to another account/support group, and do not see requestors for other accounts. We try blanking out the requestor field
Archived Requests
Is there any way to get archived requests back into the active list ? Serious help needed. Any query? Anything???
How do I remove a technician from the default technician list?
I have a few technicians who were originally set up in the default technician list. However, we no longer want them on that list and want to remove them. I've tried going into their profile and unchecking the Default Technician option and save but that didn't work. Is there a way of doing it without having to delete the technician account and recreating it?
URL to search in Solutions
Hi I am doing a function for a customer where I would like to be able to build up a URL for a search in Solutions. If I am searching for e.g. "ServerX failure" in Solutions. I would like to do the same search doing something like this with a URL: mydomain.com/SolutionSearch.do?searchfor="ServerX failure" Is this possible? Regards, Calle
Use urls (subdomains) to point to either Servicdesk or Desktop Central on same server
Hi First of all, this might be a basic question and I am very unsure about the terminology to use regarding this. I currently have Servicedesk MSP installed and running on a windows 2012 server which I connect to using a URL servicedesk.mydomain.com on port 80 This works excellent. I am now going to install Desktop Central MSP on the same server running on a different port, say 8080. (I know that you may use Servicedesk MSP integrated with Desktop Central but this is not what I want to do right now.)
resolution time escalation rule
Hi, Can i the feature of escalation rule set so that i can create one SLA and use rule set to escalate to the 2 different person instead of using 2 SLA.
Support group removed...but not really
Hello, When we delete an unused support group, it is still selectable when you create a new request. I've removed the associated group of all technicians, but that didn't work. I can see the group listed in de QueueDefinition and Ci tables. Is the information fetched from these tables when you assign a group? Can you please clarify this mystery? Thanks in advance :-) We use build 9009.
New License
We have 8 licenses of ServiceDesp Plus MSP and need one more. ¿How can I boy the additional license? The minimum number of licenses I've seen in your on-line shop has been 10. Thanks
Billing
I want to know if i don't wanna create a billing invoice, can i desactivate this option? i just wanna have control of the hours of the package hours. Thanks
How to hide the name of technicians from the user?
Hi! How to hide the name of technicians from the users? Otherwise, they will call and divert technicians. There is a script or functions for this?
Client maintaining their own users?
Is it possible to allow our clients to maintain the requesters set-up within their Account/Site? This would including adding new requesters, modifiying and deleting them as well as performing password resets. The only way I see this working is with a servlet API using a technician login. Is that correct or are there other methods to accomplish this? Thanks, in advance! Tammy Your Version : 9.0 Build 9009 Database : mssql
ServiceDesk Plus MSP - version 9.2- Build - 9201 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9201 Please refer the Migration path table available here and upgrade to our latest build 9201. What's new in ServiceDesk Plus - MSP 9201 ? Issues Fixed MSPSDP-10080:Incorrect message thrown while adding account with duplicate Login Web URL in MSSQL. MSPSDP-10097:Unable to create ticket through requester login when category field is removed in the template. MSPSDP-10098:Unable to add worklog if the "Do you wish to auto populate
Business Rule execution not in Request History
The business rule changes applied to a request are not captured in the Request history. Is there a way to configure the system to capture business rule activity in history? I am running ServiceDesk Plus MSP - Version 9.0 Build 9008 / mssql
Download Previous Version (9.0)
I am in the process of setting up our test environment prior to upgrading to 9.2. I've tried to find a link to download the 9.0 version so I can transfer my production database to the test system and then perform the upgrade. But all of the downloads seem to point to the 9.2 version. Is is possible to get a copy of the 9.0 release (Windows x64), Thank you
SLA
my default SLAs do not work for all sites how can I copy SLA rules to other sites?
ServiceDesk Plus MSP - Requirements Gathering for CRM Integration
Dear User(s) Greetings for the day. Hope you know about our recent 9.2 Major version release. We came across interesting feedback from our users and we are working on enhancing those features further. We are also enhancing our Development operations further to serve you better. We are more focused now on gathering requirements to develop vibrant functionalities for mutual benefits. Recently one of our survey results shows many of our customers has CRM tool's and they wants seamless integration between
ServiceDesk Plus 9200 upgrade - can not
Can not press "Submit request" when we add new requests...nothing happends. I have updated with jar-file from this support-case: https://forums.manageengine.com/topic/upgraded-to-9200-and-can-no-longer-add-work-logs Worklogs now work.
Themes - "Save and Copy"
It looks like the 'Save and Copy' button when setting custom themes was removed from 9.2, however the tooltip still remains: "Create your own theme and customize the colors To associate the selected theme for multiple accounts, please click 'Save and Copy'."
Enable "Pass-through" Authentication - NTLM - Computer Account
Hi, I'm currently in process to configure SSO for service desk I created the computer account but i'm not sure what to configure in Password for computer account in AD? Anyone can help?
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