Set Request Type when raising request by Email
Currently requests by email/alerts do not have the Request Type set. Could some sort of configuration / setting be introduced to set the default request type when a request is raised by email? Kind regards Jon
Feature Request - Alphabetize and/or Provide Custom Sort Order Option on Resource Info Fields
need the ability to either Alphabetize or manually change the sort order on resource info fields. If I remove the existing options to create a new list I am not sure what that would do to reports that leverage these
Error when deleting an accidentally created Account
Hi, thanks for reading, Recently i implorted several Assets via CSV to my CMDB module of Service Desk MSP and, due to an error in a comma in the CSV, an account was created instead of a department. Now, i cannot delete it, it says that the account "is being used by a module", despite I have already changed all the assets accounts and i cannot view any asset in that account, nor any client. What am I missing? Is there a way to find this related CI? Any hints? Thanks in advance! Regards
Setting up MSP for one company
Hey, as I am encountering various challenges and problems, I'd like to ask for your guidance/experiences/best practices. I am setting up MSP for ~300 target technicians, all in one company. I am assuming that each department will have it's own account, mostly for different notification rules, categories etc. Therefore I have some questions: 1. Each account needs it's e-mail. Should it be the same as one of the support groups within or different? 2. Sites - each account needs a site defined. How should
Increasing incident additional fields or making them account-specific
Hi, I'd like to ask for vastly increasing or making the limits account-specific for incident additional fields. I am currently planning SD+ MSP implementation for a 500+ company with at least 10 departments eager to start using the tool. But when you look at the variety of our need, we simply need more additional fields. One team will need to add TAX ID, Client ID, User ID, Invoice no, Client tag (VIP/Strategic etc), IT dept needs to add lists of supported devices (printers, mobile phones), car pool
Creating an issue via Rest API
Hey all, what fields are required when creating an issue via rest API to create an requester account, alongside with his/her's e-mail address, so SD+ would send automatic notification for a new request created? Best regards, Marcin
Can't delete sites and accounts for technicians
Hey again :) I am experiencing problems with changing accounts and sites for a technician. If once assigned, I cannot delete them - the application confirms successful change, but when I enter the technician's account again, everything is as it was. Best regards, Marcin
Guest user
Hello, Is there anyway requester can open a ticket without login credential!? We are using ServiceDesk Plus MSP and I want to know how people can open ticket manually without user name and password. Thanks Ali
Moving an issue between account
Is there a possiblility to move an issue between different accounts? As of today I found only the option to move it between different groups withing an account, but a possibility to move it between accounts is vital for my implementation. Best regards, Marcin
Problem with e-mail notification when an issue is added to a group
Hey all, I've encountered a situation as follows: - account created in SD-MSP (X@X.X) - support group Y in the account created - business rule created (if sent to X@X.X, then place in support group Y) - when sent, group assigned correctly - notification rules - when issue created, notify technicians The problem is - I do not recieve notifications when an issue is created. When it's updated - it's okay. Now - I went into the group and checked the option notify a group of technicians when an issue
Can we please add a graph to this query?
we run this query for each of our managed clients but they prefer the results in a line graph. Any chance we could have that added to this query? many thanks, Kathryn SELECT * FROM (SELECT * FROM MSAReports_WOByPriority WHERE NewPriority LIKE 'Created %' AND Account LIKE 'XXX%') as BaseQuery PIVOT (COUNT(RequestID) for JobCreated In ([01-2016],[02-2016],[03-2016],[04-2016],[05-2016],[06-2016],[07-2016],[08-2016],[09-2016],[10-2016],[11-2016],[12-2016])) as TotalPerMonth UNION SELECT * FROM (SELECT
REST API, Operation GET_ALL is not supported
Hi, Im trying to get information aboaut a specifik user/requester such as mailadress. I've been working with this API before when creating and editing case's but for some reason the operation name "GET_ALL" do not work. Following error occurs: <operation name="GET_ALL"><result><status>Failed</status><message>Operation GET_ALL is not supported.</message></result></operation> What might I be missing? Regards Pontus
Logged technician as parameter for reports
Is there a way to run query using current logged technician as a parameter, to have displayed only his related data ?
rights of the account manager
Hello, is it possible to give more rigths to the account manager ? For example, I would like to give the account manager the possibility to change the priority of an incident ... Kind regards - Vincent
Report of contracts to expire in the next 90 days
Currently I have this report for my postgres db but it only give me contracts expiring this quarter. I need the same report but for the next 90 days. Thanks. SELECT ad.ORG_NAME "Account", CUSTOMCONTRACTID "# Contrato", cst.STATUSNAME "Estado",longtodate(mcdt.FROMDATE) "From Date",longtodate(mcdt.TODATE) "To Date" FROM MaintenanceContract mcdt inner JOIN Contract_Fields cadf ON mcdt.CONTRACTID=cadf.CONTRACTID inner JOIN VendorDefinition vdn ON mcdt.MAINTENANCEVENDOR=vdn.VENDORID inner JOIN SDOrganization
New Look / Modern Design planned?
Hi, do you have any plans to create a more modern look to the UI? OPManager 11 looks quit nice but SD MSP looks a little bit like the 1990's. Best Regards, Jens
Account manager
Hi, I would like to use the account manager role as moderator = the account manager receive the request an set the priority or at least receive an email as soon as a new request is created. Is this possible ? Kind regards - Vincent
Sending e-mail from the account e-mail address
We have a new installation of Servicedesk MSP and iI'd like some advice on the following. We have a single group of technicians that handle requests for multiple accounts. I've set up the accounts with a custom e-mail address (customer@myMSPcompany.com). E-mails sent to this address show up in the account as they should. However, when a technician replies to the request, the From e-mail address that the customer sees is (servicedeskfetchingmailbox@myMSPcompany.com). How can I have customers see
Integration with remote connection apps? What are you guys using?
Hey all, Currently we're using LogMeIn Central but are looking at alternatives. Is anyone using any integration to initiate remote connections from SDP? Thanks!
API Broken in Version 9.x (latest)
Hi, We just upgraded to ServiceDesk Plus (MSP Edition). The python code below worked just fine in 8.3. Build 8316 but now fails in 9.0 Build 9000. I'd love to understand what changed - import requests args = {'OPERATION_NAME': 'ADD_REQUEST', 'TECHNICIAN_KEY': 'MY_KEY', 'INPUT_DATA': """ <Operation> <Details> <requester>Test User</requester> <subject>Test Subject</subject> <description>Test Description</description> <requesttemplate>Incident</requesttemplate>
Where are the Technician API keys stored?
Hello, Where are the Technician API keys stored? Thanks in advance. Kind regards, Kerim Berkeveld
Managing Notification Templates for Individual Accounts
I am trying to manage two sets of email templates - one with embedded Request Links for clients with AD integration. The other without the links for clients that do not have AD integration. (For security purposes we are unable to let these clients access the portal) I can create a template for an individual account with no problem - but when I update the template for "All Accounts" the customised one gets overwritten. Aside from manually creating notification templates for each and every account,
Data conversion - SDP to SDP MSP
I asked this same thing over in the SDP forum but thought it might get more of a response here. Just a quick question... we are using SDP and have a year's worth of data in it (Incidents). We are strongly considering migrating to SDP MSP (on a new server). We have a client/tenant that we will need to put on MSP immediately. But my concern is if we have you do the paid data conversion for us, when we load that data into MSP, will it overwrite the database such that we lose that new tenant data?
Another question re: non-MSP to MSP migration
Let's say we have an existing & working installation of MSP ServiceDesk Plus. Everything is going well in that environment. Suppose we acquire a company that has an existing & working installation of ServiceDesk Plus (non-MSP). What are the options for integrating their non-MSP data into our MSP version? Is that a conversion that you guys can do (at a cost, of course) without impacting the data in the existing MSP version? Thank you
ServiceDesk Plus MSP - version 9.0- Build - 9007 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9007. Please refer the Migration path table available here and upgrade to our latest build 9007. What's new in ServiceDesk Plus - MSP 9007 ? Enhancements MSPSDP-2622 : Ability to Assign Request template using Business Rules. Issues Fixed MSPSDP-9395 : Unable to save incident template in certain cases. MSPSDP-9397 : Scheduled AD Sync is considering only ten Domains during import. MSPSDP-9400 : Auto assign list is not working when
Cannot Delete Mode Name
Hi, Please guide me to delete the mode name. Even i've been delete the issues that linked to this mode, but i cant do it.
Disabling/Greying out the Category Field
Hello, We're having some dificulties with clients creating their own requests using our templates. Here's the situation: We've created multiple diferent templates, each with their own category, subcategory, and items. In each template the category is always chosen by default depending on which template is chosen. In each template we also have the field of "group" pre-defined depending on the template, and hidden to the user, for auto-assigning purposes... For example, we have a Hardware Service Catalog,
Error trying to manage MSP Business Rule
Hi, when i try to accesso to MSP Business Rule page, i get this error: "All sites in the selected account refer to 'Default Settings'. Only an administrator can create or modify configurations for 'Default Settings'. He can do this by selecting 'All Accounts' in the account combo-box and 'Default Settings' as site" (see attached file). I have admin user, and i also tried with ADMINISTRATOR user but the problem is the same. How can i fix the problem? Thanks. Best regards.
Newly Updated, 3 Questions
Just updated to the newest version this morning, and I have 1 issue, and 2 questions. Ill start with the issue. 1. After the update, it appears that the CSS is incorrect on a couple of the pages. When you go into a request, the buttons along the top (Edit, Close, etc..) are shifted down below the line they should be. Also the Admin page isnt showing the icons as it was previously. Now the questions: 2. Has the ability to change the default incident template per site been implemented yet? I had asked
Feature Request - Asset Request
I am requesting a new feature be added to the Requestor information that adds a tab for "Assigned Assets". This would show complete list of Assets that the requestor has been assigned and their status and whether or not the Requestor has accepted liability for them. This list could then be quickly emails to a HR or another specific person just like a Report can be. When assets are assigned to a Requestor, that person should receive an automated email asking them to acknowledge receipt of it so
Translate "Is Non-Billable" Field
Hello, We found that the Brazilian Portugues translation of the field "Is Non-Billable?" is inverted it is supposed to be "Isto é não Faturável?" Because Like this, when you choose NO, fields that are used to input hours are shown, and if you choose YES, those fields DO NOT show. Can I translate it myself? Is there a file where I can edit this webpage? English Correctly: Brazilian Portuguese Incorrectly (Is Billable?): Thank you very much!
Behaviour change for the 'Technician Timer'
Thank you for implementing the 'Technician Timer' feature from the ServiceDesk Plus tree. This has made it a lot easier for our technicians to keep track of the amount of time they are spending on requests. I do have one suggestion though that would make it a lot more functional. At the moment, when you click on the clock icon, you get the option to add a comment and then when you click on the 'Start' button the dialog closes and goes back to the requests view showing the clock spinning. The technician
v8.2 - history disappeared from a ticket
Here is a problem I have never encountered before. I had closed a ticket for a customer and she could see the resolution in the history but then the history disappeared and it had disappeared when I went into the ticket as well. I re-opened the ticket and eventually for me the history re-appeared so I was able to email the details to the customer as she could still not see it. It is really weird as it comes and goes as in this snip. I am using Internet Explorer 11 and have cleared the cache
Returning assets from a PO?
I created a purchase order for (3) iPad Pros w/ wifi+cellular. I ended up exchanging two of them for the wifi only version. How would you guys recommend I handle this within SDP?
Help needed using cURL with REST API
Hello, Does anyone have experience using cURL (in Windows) with the REST API to create and edit requests? I've tried the following command to create a simple request: curl -d "TECHNICIAN_KEY=<key>&OPERATION_NAME=ADD_REQUEST&data={operation:{details:{subject:Blablabla}}}" http://URL/sdpapi/request ... I receive an error: <operation name="POST"><result><status>Failed</status><message>Mandatory element 'account' not found</message></result></operation> When i add an account I still get the same error:
Migrating mysql to mssql not working
Hello support, We are trying to migrate our SDP data from server 2003 mysql to server 2012 R2 mssql 2014 express. However I keep getting an error that an object cannot be found: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%) java.sql.SQLException: Cannot find the object "OverviewData" because it does not exist or you do not have permissions. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.j ava:365) If I create
Message History when Replying to Request through SD
Hi guys, I just noticed when I reply to a request through ServiceDesk, the previous message disappeared. Is there a way that when I Reply to a request, the previous message are still there? TIA
Differences SDP vs SCP vs SDP MSP
I run a NOC group at an ISP operation to help illustrate where these questions are coming from. For "typical" customer support, we have a solution in place and not looking to change it. However, I'm looking for better ways to handle: Network monitoring alerts (Solarwinds - alerts via email) Manage services customers (higher end customers who have direct to NOC relationship) Internal email requests from other groups Change Management These are the major items. So when I look at SDP itself, it looks
Restrict Control Panel to an external technician
Hi team, I have an external technician associated to one account, when I logging with his user the requests tab shows only his account (but even display the other accounts) but... when I go to the Control Panel the technician can see whole accounts in the Service Desk, I need the technician only can see his account. In the profiles I have: I have the 8309 release. Thanks in advance Mike Diamond
ServiceDesk Plus MSP - version 9.0- Build - 9006 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9006. Please refer the Migration path table available here and upgrade to our latest build 9006. What's new in ServiceDesk Plus - MSP 9006 ? Enhancements MSPSDP-9154 : Account Based - Advanced search in requests. MSPSDP-9157 : Ability to exclude certain email address from receiving Survey. MSPSDP-9171 : Option to Start/Stop Work Log Timer for Requests by technicians. Issues Fixed MSPSDP-2547 : Domainname is not populated for requesters.
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