Pathetic service with data migration
Hi Team We recently bought service desk plus MSP. We also gave contract for data migration from support center plus to service desk plus. When we signed contact, there was no mention about any data migration restrictions, After signing contract and when have already provided go-live dates to higher management, ME team is talking about multiple restrictions and we are also facing severe attitude issues from ME team Request you to escalate this to highest level and help us in fixing data migration
Text from 'Planning Tab' (Scope of Works) has disappeared
Text from 'Planning Tab' (Scope of Works) has disappeared , as per screenshot below, this isn't desktop related, it happens regardless of which desktop PC / browser we use
Bulk Importing Smartphone as an Asset
I want to bulk upload our iPhones to the IT Assets > Smartphone. What is the correct csv format as I would like to create one?
Custom Query report based on time spent by technician
Hello Team One of our customers is requesting a query report based on time spent by technician including the next fields: RequestID, Account, Technician, Time Spent By Technician , Resolved Time ASM
Notification Rules - Technician Notifications by Account Doesn't Work
I am attempting to setup a technician notification for one of our accounts in ServiceDesk Plus MSP (9.0 Build 9003). When I access the Notification Rules page I change the account to the one I am creating the notification for. I then select "Alert the following technician(s) by e-mail when a new request is created". I then specify the technicians and customize the template. When I save the changes the notification is applied to all accounts, not the one I specified when I first access the page.
ServiceDesk plus msp - free edition
Hi, Which is the amount of technicians without cost included in the free edition of Service Desk Plus MSP Standard without support? What are the steps to ask for this license free? Regards Mike Diamond
Moving SD+ to new server
Good morning, I've found a couple of old topics discussing the steps necessary to move an existing SD+ install from one Windows server to a new one. Both were many years old. Can anyone confirm for me the current steps necessary to perform this move? Thank you very much!
Lock icon in View All Conversations
Hello, I have one simple question: Why is the green/red lock icon not visible when you click 'View All Conversations' ? Kind regards, Kerim Berkeveld
Categories on form rules - script
Hi, Please i need help with a script that can change the Category, Subcategory and item of the form when a specific criteria occurs
change server Servicedesk MSP
Hy, I need to change my servicedesk MSP server. I found this guide, but not work: https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server When I make and backup in the old server, the program made 2 file .data (part1 and part2). When I restoredata.bat in the new server, any data wasn't imported. My SD MSP version it's 9005, on each two server. The differences between the two server are: 1 - in the old server the program was installed in E: drive, and in the new one server
Customize Login Page
I found where change the logo on the login page, but we want to create completly new login page, for each partners. Is that any way to do that? Thanks in advance.
MSP Device Based Billing
Hello All I am testing ME SDP-MSP and I am a device based MSP. We base our Services on the amount of devices we are supporting for a company. I thought I figured it out under Billing Rules. Does anyone have instructions on hour to setup a monthly bill based on x amount of money per workstation?
Notification to more then one person
Hi, I activated the email notification when a new request is created but I would like to sent that response to not only the reuqester who made the request but also the account manager for that client. Is there a way I can do this? Thanks
Custom logo on a workorder
Hi there, We want to export workorders (print to pdf printer) and send to customer as attachment when service call is closed. Right now all the techs have to fill the paper workorder and the resolution page in SD MSP because we can't put company logo on a ticket detail page. Is there a way to get rid of annoying paper for us and switch to SD MSP completely? thanks, Dennis
ManageEngine ServiceDesk Plus MSP + Advanced Analytics Plus Integration Available
Dear User(s) We are happy to announce the integration of ManageEngine ServiceDesk Plus MSP + Advanced Analytics Plus tool. Managed service providers (MSPs) consistently strive for a competitive edge to drive their business towards success and growth. Since most of the time is spent in solving tickets, MSPs cannot identify the relevant service desk KPIs that help them take stock of their operations. Painless access to KPIs, without complex database queries, enables MSPs to proactively plan for better
ServiceDesk Plus MSP - version 9.0- Build - 9005 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9005. Please refer the Migration path table available here and upgrade to our latest build 9005. What's new in ServiceDesk Plus - MSP 9005? Enhancements MSPSDP-9231 : Enhancements in the 'Advanced Analytics' module. It will now include a new option to setup On-Premise integration using ManageEngine Analytics Plus. ManageEngine Analytics Plus is a self-service Business Intelligence and advanced analytics software. Issues Fixed
Multiple Approval Issue
Hi. I have an interesting issue with ServiceDesk. I have an approver who has denied an approval for a particular request but has now changed his view and would like me to resubmit the approval so that he can approve it. When I try to do this, the system allows me to fill in the approval submission form but, when I hit Send, the approval is not logged. If I send the approval to myself, it is logged fine - I can even delete it - but not to the approver who denied the original request. What is the
Is it possible to disable merge requests and delete requests options?
Is it possible to disable merge requests and delete requests options?
Roadmap ServiceDesk Plus MSP
Will ServiceDesk Plus MSP been on par with ServiceDesk Plus Enterprise. ServiceDesk Plus Enterprise has everything we would ever need except for the Account Features in ServiceDesk Plus MSP. It would be nice to have ServiceDesk MSP incorporate all the features of ServiceDesk Plus. The two products merged together will work for Enterprises and MSPs. Thanks
Show technicians as part of the requester list
Hi, I would like to know when SDP MSP will have this option available, as it is in the No MSP version. Thanks, Jose
how can i change the organization name?
I installed Service Desk Plus MSP and the helpdesk emails all come from "My Inc Org - Support" and I can't for the life of me find where to fix it. Thanks
How I can disable the password change by the technician in Manage Engine MSP?
I dont want the technician change his password to login in the Manage Engine MSP, but i dont find the disable option.
Technician Auto Assign to Group
Hi, I would like to see Technician Auto Assign to group, when will this feature be included in the ServiceDesk Plus MSP version? Thanks.
Data conversion - SDP to SDP MSP
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? Again, the new tenant will be using MSP (Incident, Change, Project, and CMDB) *before* we are
How does the Work Log Timer work
Team, I upgraded to latest version of Servicedesk Plus Build 9205, I did like to know how to mark the First Call Resolution and also How to add the Work Log Timer CURRENTLY when i click on Work Log Timer, I get a box to add comments, after that when I click Start Add to Worklog nothing happens. Also please advise how to mark First call resolution on ticketsNT .. AFTER THAT nothing happens
Build 9004 - Changes - Scheduled changes label is incorrect e.g. assdp.days.sat, sdp.month.apr 16
We are running the latest build of ServiceDesk Plus MSP (9004) and under changes the Scheduled changes label is not displayed correctly e.g. "assdp.days.sat, sdp.month.apr 16"
license expired. it shows invalid license when we tried to import license
Hi Support, we are running MSP ServiceDesk Plus 9002. It is a standard version. Now it is more than 30 days. We applied an license online and tried to import by "Bin\Run.bat". However it shows that error "invalid license". May we know how to resolve the issue? Thanks, Jack
Project Time Tracking Report by Technician Per Task
I am creating the following query report to run weekly that will pull in that weeks' hours & minutes reported in the Project > Task work log. This was working until a technician had multiple entries in a week for one task. The error returned at that point was: "org.postgresql.util.PSQLException: ERROR: more than one row returned by a subquery used as an expression at ..." followed by a whole lot of random text. I'm sure its the sub-query performing the SUM(ct.TIMESPENT) for Task Hours and the ROUND(((ct.TIMESPENT) for
upgrade from 8316 to 9001 to 9004
We completed our upgrade and ran into a few problems. Notifications that aren't enabled in the notification rules started being sent out. Specifically, notify requester when a request is assigned to a technician. We have never had this enabled but after the upgrade it began sending out these notifications for all accounts even though it was not checked. We fixed this by checking the box and saving it and then unchecking the box. It looks the parameter for requesttemplate had a name change in
Problem assigning domain to account
Hi! I'm having a problem to assign a domain to a new account. By mistake domainB.local was added to the MSP Account, and now I need to assign it to a new account. The problem is that the add new domain wizard gives me this error: I cannot find where to remove the domain from the MSP Account. Thanks! Regards
ODBC with Postgres
Hi, It's possible create a connection like ODBC with the Postgres database? For use with Excel Thanks in advance Mike Diamond
Self Service Portal - Pasting Images
Hi, The current process of having to screen shot an image, save then upload just seems rather long winded. Instead our end users when replying to a ticket in the self service portal just want to be able to straight copy and paste into the body of the call. Is this possible? Thanks, Tracy
Image in email notification
Hi, Can i insert the image or use HTML format in the email notification template?
Report for number of times software is used and when last used
We have just installed servicedesk plus. I am wanting to report on software installed per machine and number of times it has been used and when it was last used. Is this possible and if so how/what is the query?
different template the reply mail. If possible ??
I have several supports groups. (one x departament ). could have several templates to reply by e-mail when a new request is received depending on the group?
Report time spent in each status
Good Night, I need a help at the time a report is generated in ServiceDesk Plus MSP. Every month a report is generated which is recorded which was the time that the incident was in the status monitoring. We know that the incident may go through several status, all these have a time limit status of care, and this limit can not be exceeded if it happens to exceed this deadline that is informed by a sign or e-mail. Sincerely, Peter
Error when run this query (from the SDPMSP KB)
Hi, I am trying to run this query, but give me an SQL Exception: Incorrect Syntax error message http://kbase.servicedeskplusmsp.com/query-reports/reports/query-report-to-show-all-accounts-sites-and-their-associated-support-groups-and-the-members-of-those-support-groups.html select acd.org_name “account”, sdo.name “site”, qd.queuename “Support Group”, aau.first_name “Technician” from queuedefinition qd left join queue_technician qt ON qt.queueid=qd.queueid left join helpdeskcrew hdc ON hdc.technicianid=qt.technicianid
Request status - visibility for different accounts/support groups
Hey all, is there a way to select what request statuses are visible per account/support group? I'm thinking about implementing the MSP for the whole organisation, but that would require creating 10+ accounts with completely different business processes. If I can't differentiate the aforementioned request status - a BIG list would show up for the technician and that's something I'd like to avoid. Best regards, Marcin
Publishing the helpdesk
We have just installed servicedesk plus enterprise and all is ok on the host server where it is installed, we have imported users fine and also set the technicians up and set it to use AD authentication and to use port 8080. How do we set up a web address so that others can access it? We have tried using http://server name or IP :8080 but nothing loads any help appreciated so we can set it up.
Change requester
Hi, I tought that i had posted this, but i cant find it. We looking into start to use the change management feature in Service Desk plus MSP. According to the help text we should be able to set a requester to have the change Requester role. But i can't find how its done. Does anyone how it is done? //Micael
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