Reporting against mutilple SLAs
Hi We have a customer who has requested a 2 tier SLA model The first SLA is to provide response within 10 mins for all request regardless of priority I think my boss has already worked with yourselves to develop a query that will show how long first response time is by measuring ticket creation time against 1st response email/manual notes Whats I am not sure about is how this query (SQL) could be amended further to filter by site (each client assocaited to a site within our MSP SD+- allows to filter
Custom Query report
ServiceDesk MSP 9.0 Build 9009 Database SQL I would like to get a custom query report with following details TableSchema: All computers WorkstationID ResourceOwnerID DeptID (for ResourceOwnerID)
How to configure & design SDP from start
Hi, Im new to the form so please be gentle on me :) We have recently purchased SDP and will be migrating over from our existing ITSM platform (Netheldpesk) over the coming months. Can anyone point me in the right direct for the best design and config steps to take, I have the admin PDF and its very useful but at 1000+ pages there is a lot of reading, does anyone have any advice or can point me in the right direction from best steps to take from startup or migration from another ITSM? Many thanks
Weird issues out of nowhere - Support Needed
Technicians are getting the following error when creating tickets: They choose the requester, whose associated to his site, and his information is autopopulated. No problem creating the ticket... But once the page refreshes and we're redirected to the created ticket the error quickly pops up and the Site field isnt populated - it says "Not associated to any Account". We verified the configuration of the Sites in Accounts and nothing has been changed, everything was working fine until today. Requesters
ADD Attachment API Rest using Powershell
Good day, Anyone have successfully achieve adding attachments using Rest API in a powershell script? Worked fine most of the operations i need, but this multipart/form-data request i havent cracked yet. What iam trying to achieve is automate a request-template, was able to download the file the user attached, and i need to attach the result back to the ticket.
E-mail Id(s) To Notify isn't auto poplulating for reqesters
As a technician, the "E-mail Id(s) To Notify" field on our incident and service request templates will automatically start populating with names of users that we have connected to our Active Directory. There is also the little button to "Search Requester List" that is available. However for requesters, neither of the two are available or happen and email addresses have to be manually entered. How can we fix this? The field is set to allow editing by the requester. Thanks, Tammy
Report Problem
Hi, I have problem with the reports in version 9.0 build number 9009 when i want to creat or use report this message shown to me : "error while fetching ajax response Cannot read property document of undefined " how i can solve this problem? (removing the image from Admin-> Organization Details) doesn't work. Thks
AD User unable to log in after changing their AD Password
I have a user who changed their AD Password yesterday and this morning they are unable to log into MSP. User account or password is incorrect is the error. I checked their AD Password and it is not locked out .
Close a specific request
Hi all, Please review my senario: when a specific server has been DOWN a ticket generated with ID: #1234 in servicedesk via Email. and when it become UP I wanna the request :#1234 be closed automatically. In other words,How service-desk can close a specific request of a server automatically when the status is UP now!? Please help me fast warm regard.
Managing User Entitlements
We had hoped to use ServiceDesk Plus to manage our user entitlements. We created a great form so new user requests could be submitted to our ticketing system but then could not find an easy way to keep track of all the services and accounts which are assigned to each user. Using the "User - Additional Fields" options seemed like it would offer us the functionality we needed but we realized that "Checkbox" is not an option, so our plan to list entitlements on each user's profile with checkboxes which
Import single field
Hi Team.. I've created a new "Requester Additional Field" called "Office" but I need to import data only for this field.. Explain: Request ID ---> Office The idea is this import don´t make changes to the existent fields, only populate Office fields in all matched requests for this Account. I have a csv file with only Request ID and Office. Hope a help Mike diamond
Technician lost accounts in dropdown
I have a technician that now only has 1 account in the dropdown Account list when on the Requests tab. It shows ALL ACCOUNTS and 1 other account where he used to have access/list all our accounts...
Frequently Asked Reports > Workstation by Managed Software report does not filter by Customer or Site
When running the Workstation by Managed Software report, the report always returns information for ALL accounts and ALL sites. Selecting a a specific account or site does not alter the contents of the report. Is this intended, can the query be modified to respond to site or account selection?
Creating a ServiceDesk Plus report showing the average requests per user, in each department
The total number of requests coming from one department doesn't always give you the full picture. A department with 100 people will obviously have more number of requests compared to a department with just 10 people in it. To find the actual load per user in each department, you need to calculate the average requests per user. This average can be used in your report to find the department wise split. This video explains how. Click here to know more about advanced analytics for ServiceDesk Plus
Change of public web address does not change in Servicedesk
Hi For several reasons I had to change our public web address from support.mydomain.com to servicedesk.mydomain.com I seem to not, find all places and settings in Servicedesk Plus MSP where this need to be changed also. In all notifications (to all accounts including our own organisation) when we use $RequestLink this resolves to our old web address support.mydomain.com when mail notifications are recieved. Also When opening the Accounts tab I can see that all Login URI are still pointing to the
Adding an account is timing out.
Hey Our ServiceDesk+ is been hosted on the cloud and we are able to access it on our internal network but our admins are having issues adding accounts to our organisation. When we use it on our computer, we fill out the form and click save and add account option but the web page just keeps loading or it times out. When we jump onto our cloud domain and access the service directly and try to do the same option of adding the account it just keeps loading as well. Is it a firewall issue or can
ServiceDesk Plus - API - GET_REQUEST, Error when performing required operation.</
Hello, I’m using the GET_REQUEST operation to get information from requests. For about a month now this have been working fine. I specify the case number in the Uri and the Parameter of the body and get an output with all the information i need about the case. But today, on one single case, we are receiving an error back from the operation. <operation name="GET_REQUEST"><result><status>Failed</status><message>Error when performing required operation.</message></result></operation> Any case number
License free doesnt
Hi Team, I already upgraded from 8039 to 8316 in a testing enviroment, i charge the backup file and restore real data, but still works in demo mode, i try to use in the testing machine the free license you delivered us, but dont allow to install, why i made wrong? The license was installed in the production server with v8309, but in the test server v8316 (the same license file) doesn´t work Regards
Query Required to pull recently added requesters to the ManageEngine Servicedesk Plus MSP
Hi All, Can we have a query to find out all the requesters added to system in last 10 days. Time frame may vary but the objective is to get a report of all the recently added Requesters(under any account). Can we also get the Domain Name and Site Name information in the report for these newly added Requesters ? Thanks in Anticipation !! Regards, Jawad YZ Note: Build in Use: 9004. DB: SQL Database
Can't See Scheduled Report
I created a scheduled report under a user that is no longer on the system. (We converted from LDAP to AD) How can I edit or view that scheduled report to make sure that it will still run? As a technician, I'd like to see all scheduled reports. Is that an option? Thanks, in advance! Tammy
Work Log Timer
Hello I apologize if this has been answered previously but I can't find anything when I search the forums and I don't see anything in the guides. I'm trying to determine what the Work Log Timer does within the Request module. It doesn't appear that the "Add to Worklog" button is functional? Also, I don't see where the time being tracked within the timer is segregated anywhere. I looked inside the Time Elapsed tab. The Technician Time Elapsed does not match the time that I have indicated using the
BBCode instead of HTML
Hello, We noticed that our SDP-MSP database is more filled with html code than meaningful text messages. For example, if someone replies with a simple 'Thanks for your help" the html code around it is 10 times or even more! Wouldn't it be a better idea to translate (incoming e-mail) messages to BBCode? In the past you could edit the HTML code in SDP, but this has been removed because of safety issues. If it is BBCode administrators could edit the text more easily and it's much safer Kind regards,
"Account" Column
Greetings. I need to do custom view of requests lists in MSP. I have many additional columns with checkbox but "account". I need it very much!!! When i choose All Accounts, i want to see whole requests with accounts name not only requester or site. Because in my situation i have thousand accounts and ofcource i don't know their requesters name and sites (post addresses). When i need fast search in whole list of requests for all accounts i can't define which account belongs requests.... It's so stupid,
Unable to launch new install of SDP-MSP on new OS
Hi ME, I have just built a clean Windows 2012 R2 Standard VM and installed SDP-MSP with the MySQL database and when I try to run it I can't get past the splash screen and have the message '.\changeJRE.bat' is not recognized as an internal or external command, operable program or batch file. Note. This server is doing nothing else and has not been changed in any way since creation. Can you please help me get this POC up and running? Cheers, Chris.
Unable to launch new install of SDP-MSP on new OS
Hi ME, I have just built a clean Windows 2012 R2 Standard VM and installed SDP-MSP with the MySQL database and when I try to run it I can't get past the splash screen and have the message '.\changeJRE.bat' is not recognized as an internal or external command, operable program or batch file. Note. This server is doing nothing else and has not been changed in any way since creation. Can you please help me get this POC up and running? Cheers, Chris.
AD user locked from SDP-MSP
Hello, I have a question. It happens on a regular basis that one of our users get's locked in SDP-MSP after a couple of failed login attempts. It happens when the user is locked in AD, but not always. When we unlock the user in AD, the user still can't log in SDP-MSP. How long does it take for SDP-MSP to synchronize with AD? Do you have a query we can use to check which users are locked? How can we unlock the user in SDP-MSP? I've seen queries to unlock administrator bad logins, but not for non-admin
How to add multiple assets to an incident or service request
We are migrating from ServiceDesk Plus to ServiceDesk MSP and discovered we cannot add multiple assets to incidents or service request as we could in ServiceDesk Plus. Is there an upgrade planned to correct this in MSP? Thank you Bob Clark Ontario Systems.
Work log + Tasks report
Hi Team, I need to make a report with the time spent in a request, I custom it Tabular report - Time Spent... but the report don´t add the work logs within the tasks, so the report is partiallly useful. The report must contain (minimum) - Request ID - Account - Subject - Time spent technician - Dates - task name (if exists) etc.. I don´t know Postgres query, i need to obtain the total of hours spend in a request tasks and work logs. Thanks for further help Mike Diamond
Advanced Analytics - Missing Fields
I have been attempting to create a report in Advanced Analytics but I have been unable to because the data I need is not being sent via the integration module in ServiceDesk Plus MSP. I need the information contained in the Subcategory field and that field is not available, the only field available is the Category field. Is there a way to add the "subcategory" field information so that it's available in Advanced Analytics? It would also be nice to have the "Item" field information.
ServiceDesk Plus MSP - version 9.0- Build - 9009 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0 - Build - 9009. Please refer the Migration path table available here and upgrade to our latest build 9009. What's new in ServiceDesk Plus - MSP 9009 ? Enhancements MSPSDP-9441 : Ability to create / update changes through REST API. Following are the supported operations : Add change Update change Delete change Get change Change list API Documentation is available here. Issues Fixed MSPSDP-9396 : In Technician currently working on, "Add
Replies to messages do not contain the original subject line comments
We have come across an issue where when our technicians reply to tickets via the email function, the subject like does not contain the original subject. It only contains the request ID. This just recently happened. I have combed through settings and I do not see anything that would affect that. It is happening to all of our groups and not just one. When we forward a message, the original subject is placed into the new subject line just fine. We restarted the server and had no luck fixing this.
Who else wants Hour:Min granularity in schedule/availability modules?
I would like to set technician availability, but it seems this is only available on a day by day basis, not hourly. I would like to set availability to the hour and minute, so that I am able to schedule after-hours on-call technician schedules, and allow technician auto-assign to auto-assign to the on-call technician, when all other technicians are unavailable, after hours. It seems I am unable to do this, as the scheduler seems not to have hour/minute settings, only day settings. I assume operational
Possible security hole: REST API request without technician key
Hello, I discovered a possible security hole. You can get request information without a technician key. If you enter the following in a browser you'll see what I mean: http://itildemo.servicedeskplusmsp.com/sdpapi/request/233?format=json Regards, Kerim Berkeveld
Skype for Business Connector for SDP MSP
Hi, I would like to know if this works with SDP MSP as well? https://marketplace.manageengine.com/skype-busniess-connetor-for-servicedesk-plus Thanks, Jose
LDAP integration Need to Disable Password Resets
We've integrated LDAP with Service Desk MSP and using FreeIPA to manage our accounts. The "Change Password" link under "Personalize" doesn't integrate back into LDAP/FreeIPA to actually change a user's password. Is there a way to disable the "Change Password" option so it isn't available? Also the "Forgot Password" link on the login page doesn't actually change the password for the user in LDAP/FreeIPA so we'd like to disable that link as well. Also, it appears that under the Self_service Portal
How to pass login details to Manageengine from a Portal
Hi, We have a new web portal we are using for our external customers to access various applications that we provide them. One of the applications I want them to access is Manageengine to allow them log a ticket, view etc etc. The user will be logging into this portal, is there any way we can have them pass these login details through to Manageengine without the need for them to re-login again? Is there an API that can do this or similar. Any help greatly appreciated. Joe.
Removing Attachment form Email communication
I am looking for an option to remove one of the attachment form an email under Requester Conversations. user has shared some confidential information which needs to be removed, I can not remove the complete email and looking to remove just the attachment. We are using SDP MSP - 8.3 Build 8315 With MS SQL as database. Any help in this matter is greatly appreciated. Thank you, Rohit Pol
Incident Template - Requester unable to input data in Contact Number, Job Title, etc...
How to I set these fields to where a requester can input their data. There is no drop down option to select "Requester can set" that I can find. They have asked to be able to add their details in the Contact Number, Job Title and Department fields. Any help would be gratefully appreciated.
How to create a ServiceDesk Plus age-tier report using Analytics Plus?
How to create an all-in-one Servicedesk Plus request trend report using Analytics Plus?
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