Remote support servicedesk
What are the ports the should be opened from the msp servicedesk server to intiate a remote support session with a customer connected to internet only
SLA notifications - different subject accord the level
Hi Team, In the Service Level Agreements, there are 4 resolution levels, the four notifications could have 4 different subjects as the level number? Thanks for your help Mike
Problem SDP MSP 9001 dont work Debian 8 - java.io.EOFException
Hi my SDP MSP dont work!! Please i need your help! S.O. Debian 8 SDP MSP Version 9001 /etc/init.d/servicedesk start Starting AdventNet ManageEngine ServiceDesk-Plus Log: /opt/ManageEngine/ServiceDeskPlus-MSP/server/default/log/serverout0.txt [%T]|[%D]|[%N]|[%L]|[%Th]|: %M| [09:50:46:740]|[03-26-2016]|[SYSOUT]|[INFO]|[8]|: scanner initialized| [09:50:46:748]|[03-26-2016]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[8]|: AdventNet Server Implementation.| [09:50:46:749]|[03-26-2016]|[SYSOUT]|[INFO]|[8]|:
REST API: Return request details for all requests for a given loginname
I've been tasked with displaying all of our user's requests in their portal account, so they can track the progress of their requests. What might the XML request look like for this? EDIT: Apparently this is the wrong forum for our product. I've started a new topic over in the SDP forum.
SLA escalation emails
Version 8.3 Build 8310 I have all my SLA defined and it marks when a ticket is overdue or without first response. The thing is that the escalation process is not being perform, I do not receive any notification. The SLAEscalationSchedule is set true. I know it can be configured to notify before or after the time is elapsed, but I don't know what else to check.
ServiceDesk Plus MSP - version 9.0- Build - 9003 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9003. Please refer the Migration path table available here and upgrade to our latest build 9003. What's new in ServiceDesk Plus - MSP 9003? Enhancements MSPSDP-4680 : Customers can reset their password by clicking on the 'Forgot password' option included in the login page. MSPSDP-8867 : Option to enable Worklog or Notes addition as First Response by default, is provided in Self Service Portal Page. MSPSDP-9103 : Change module
attach a file using Powershell
Hello. I want to attach a file by using Powershell to an existing task. I execute the script: $url = 'https://serversdp/sdpapi/request/42194/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=743534B0-FB42-45AC-8BC7-AC9D420FDD18' $fname = 'C:\temp\1.txt' Invoke-RestMethod -Uri $url -Method post -InFile $fname -ContentType "multipart/form-data" The Service Desk creates a record that the request is modified, but the file is not attached How Solve Problem? thanks!
Change Requester Role
Hi, We are looking into use the change management feature in Service Desk Plus MSP. I having trouble to add requesters to the change requester role. According to the helptext it should work. How do i do it? I want to let some requesters be able to request a changes. //Micael
Importing Problems
Hi, We are contemplating switching from Service Desk Plus to Service Desk Plus MSP. We have a large amount of problems we would need to import over. Would this be possible? Cheers.
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
Servicedesk MultiTech Proxy Server
Hi Service, Does any MultiTech Proxy Server in Servicedesk. Because my testing server be scanned a vulnerability. This is the vulnerability detail. The remote MultiTech Proxy Server has no password set for the 'supervisor' account. An attacker may log in the remote host and reconfigure it easily. Could you help me ? How can I setting this supervisor account or disable it. My servicedesk desk version is "7.5.0 Build 7513".
[SDP MSP 8316] Domain controllers for contingency
Hi ME Team, Regarding contingency scenarios, how can (if its possible) to define two domain controllers in SDP, in order to if one fails, users can keep logging using the other domain controller? I tried to duplicate in WINDOWS SCAN two domain controllers, but because they have the same name of the domain (even that are two different servers) I receive an error. Meaning, i cant have two entries of two different dc's with the same domain. Am i doing something wrong, or this option is not available
Setting up custom report question
I am creating a custom report, and need to setup a specific time frame as a criteria. I am only seeing an option to pick a date or date range. But I need a report that gives me all the tickets that were opened in the last year between the hours of 11pm and 6am. Is this possible? Thanks in advance!
How can I delete a record/ticket?
How can I delete a record? We have a record that has an incomplete email address and keeps on reopening. How can I get rid of the record/ticket?
Site to site connectivity or SDP MSP server to server connectivity,
Hi, I'm new and want to use SDP MSP for my multi site organization, i need at least 3 servers to install and connect them together, each server should get its own site inventory and users and than report/update to central server, is it possible?? if possible than how?
ServiceDesk Plus MSP - version 9.0- Build - 9002 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9002. Please refer the Migration path table available here and upgrade to our latest build 9002. What's new in ServiceDesk Plus - MSP 9002? Issues Fixed MSPSDP-9030 : Full Backup fails because of presence of 0kb files in file attachments. MSPSDP-9056 : Templates associated to all accounts are not shown in catalog drop down for requester. However it is available in new incident page. MSPSDP-9088 : When E-mail Command is enabled,
Integration with Asterisk with SDP MSP?
We are looking at telephony options and are considering using Asterisk and part of the appeal is the integration with SDP. Does anyone use Asterisk? Does it work well with SDP? Any issues? Any advice that you would like to share? Thanks!
Error upgrading 8313 to 9001. Exception occurred while extracting EEAR file : applications/AdventNetServerContainer.eear
Upgrading from 8313 to 9001 resulted in this error. Exception occurred while extracting EEAR file : applications/AdventNetServerContainer.eear ManageEngine starts ok and everything seems ok. Am I safe to ignore this message or does it imply something is likely to fall apart down the line? Steps were upgrading first from 8313 to 8316, log in then shut down ManageEngine and upgrade from 8316 to 9001. First upgrade went smoothly, 2nd upgrade showed the error above though seemed to complete ok albeit
[SDP MSP 8316] Query report of Archived Requests
Hello ME Team, considering we cant export reports with the same fields in Active Requests from the Archive Requests, I would much appreciate if you could assist me with the following query report of Archive Requests. For the audit of the ISO20K and ISO27K we need to be able to obtain certain information, that we have on Active, but not on Archive requests like: Account Requester Request ID Customer ID Reference Subject Created Time Completed Time Time Elapsed Urgency Category Subcategory Item Group
[SDP MSP 8316] question/request for a feature: in the "Helpdesk Customizar"
Hello SDP Team, A question/request for a feature: in the "Helpdesk Customizar" in categories we have an option to "Select the technician to be assigned for the newly created category from the Assign To Technician combo box. All the issues related to this category will be assigned to the selected technician." like so: and this is all very nice, BUT is it possible to consider for future enhancement the same option to the ITEM section, because inside a category and subcategory a lot of items are inserted
[SDP MSP 8316] Strange behaviour in the notifications with the variable REQUEST LINK
Hello ME Team, I have this strange behaviour in the notifications with the variable REQUEST LINK, for some reason in the notification of a new ticket raised, in the request link now appears embed the reference of the login URL that we define in a new account process. Like this example: See the ...../mdm/.... reference? But in the same ticket, regarding the sla notification with the same variable, the login url reference is not visible, like this: Same ticket ID, same customer. Even more strange is
[SDP MSP 8216] How to configure different notifications for customers accounts
Hi ME Team, Need a litle clarification about how to configure different notifications for customers accounts. In all accounts I have: But for a specific account I want to remove the "ACKOWLEDGE REQUESTER....IS UPDATED", and i remove the option and save it like this: All is well, but when I return to the all accounts settings, I realize that this removed notification was also applied to all accounts: What am i missing or doing wrong? I realize that for the techcniciens notificationes the same thing
SLA based on Time of Day
Hi Everyone. I am new to ME ServiceDesk only had it for 3 days, so I am muddling my way through. I have clients that have different SLA's based on the time of day the request is made. I would like to be able to setup up SLA's within ME to reflect this. I understand from what I have seen that this isn't too easy if at all possible. I have been playing with Priorities, but once again there is no way of using those based on time, unless of course I name the priority in that way i.e. Priority =
ServiceDeskPlus MSP v9.0 Build 9001 - Chrome 48.0.2564.116 m - Missing Flash Plugin
After upgrading to SDP MSP v9 Build 9001 and using Chrome 48.0.2564.116 m , I get an error message on the dashboard saying "Plugin is required to display all graphs on this page" with a "Install Missing Plugin" button. It appears the plugin issue is with the Flash plugin, which is built into Chrome and is enabled in my Chrome installation. The issue only seems to affect the Dashboard page. How do I resolve this?
How to configure a requester to multiple accounts and its sites
we are using sdp msp 8202. we have a customer, who logs the cases for multiple accounts and its sites. we need to provide single login credentials to them to log the cases. is there any way to configure the same. Please let me know, if this functionality available. Thanks in advance Pradeep Kumar K
Bill cannot be generated between two contracts
Hi everybody! I don't know why I receive this email every day. What can I do to stop receiving it? Thankyou. Contract Bill is generated for Cloud Center Andalucía , Billing Date: 06-23-2015 00:00 Bill Details for your Cloud Center Andalucía - Plan de servicio predeterminado as follows : Bill cannot be generated between two contracts Generated by System on : Jun 23, 2015 12:00 AM
[SDP MSP 8316] After upgrading to 8316 the urls of excel reports shown an error of certificate
Hello ME Team, We upgraded to the SDP MSP 8316 version last friday 26/02, and everything ok, until today when we started to export our monthly reports to excel this error shows when we click on the links of request id or subject.... When had no change in our microsoft version or certificates, and this is only happening after the upgrade of SDP and only on these reports. When we convert to a PDF file, the error is not visible. Can you help understand what is happening? Thank you. MIGUEL LAMPREIA
Tickets sent via email
I would like to know how I can filter out email accounts when a ticket is sent via our new email account. I only want VIP accounts that I set up, which will include their email account in the Requester section .
[SDP MSP 8316] Query Change Report to include problems and incidents associated
Hello ME Team, I need a litle help to draw a query report that will include the following columns: plus the incident and problems associated or linked in the CHG. Can you please help me? Thank you very much. MIGUEL LAMPREIA
Send technician a reply menu item for requester
Hello, When a requester is logged in and creates a request. One would expect when you go to the reply menu, you would see a 'Send technician a reply' option, but the current reply option seems like it is meant for a technician. Could this be added? Regards, Kerim Berkeveld
How can I run a report on just open incident tickets
How can I run a report on just open incident tickets, I am wanting this by technician to send out monthly reminders on any open tickets.
Editing a worklog through REST API
I am trying to edit a worklog (to update the hours/minutes on the worklog and the description) through the REST API, but the response I always get is: <operation name="PUT"><result><status>Failed</status><message>Invalid operation</message></result></operation> I have tried using the html/APICall.html to speed up my testing, but can't get it to work. The details are below: URL: http://servicedesk.xxx.co.uk:8080/sdpapi/request/138387/worklogs/339596/ Method: PUT Format: XML Parameters: INPUT_DATA=<operation><details><worklogs><worklog><description>LPTIMELOGID--1711149--
Limit on Category, Sub-category and/or Item?
Is there a maximum amount of categories, sub-categories and items i can create?
Unable to install MSP SP 9001
Good Morning, I have recently updated my ServiceDesk MSP from 8315 to 9000 In help --> About - it shows Your Version 9.0 Build 9000, latest version, 8.3 build 8315 I have attempted to update to 9.0 build 9001, however it says I am unable to do this Any help much appreciated - I can teamviewer someone on if it helps! This is running on Windows Server 2012, with SQL Server. Regards Mark
ServiceDesk Plus MSP - version 9.0- Build - 9001 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9001. Please refer the Migration path table available here and upgrade to our latest build 9001. What's new in ServiceDesk Plus - MSP 9001? Issues Fixed MSPSDP-9091 : Solutions are not visible after 9000 upgrade. MSPSDP-9092 : VIP users custom images are removed during 9000 upgrade. You can contact our support at sdpmsp@manageengine.com for any assistance. We will be glad to assist you. PS : Please provide your email address in
How can I remove an active directory domain from an account
I need to move a domain from one account to another account. How can i remove the AD domain from an existing account?
Rich text editor
I sometimes use notes to store portion of websites I come across. One big problem is not being able to edit HTML in the editor. Another is the different appearance in the editor window (OK) and the stored note (a mess). Lines get shortened, linefeeds added. It is really painful. My workaround is to paste HTML in Firefox Inspector while in edit mode. Without this workaround the following page was "mission impossible". Take some text and try copy&paste on this (http://www.bayerische-staatszeitung.de/staatszeitung/politik/detailansicht-politik/artikel/transparenz-gibts-nur-in-den-kommunen.html).
Windows Server 2012 R2 and SQL 2012 officially supported?
Hi! Do you officially support Windows Server 2012 R2, SQL Server 2012 and Internet Explorer 11 for SDP MSP 8.2 Build 8205? We successfully evaluated the product in such an environment and are ready to buy our license but we would like to make sure that you officially support the newer Microsoft base products in advance. Thanks, Helge
Question on comments field
Hi team, How many characters supports currently the field "comments" to do descriptions in the Incident and Request templates? It is possible to enlarge it by DB? It is for a document management process for a client company of this product. ACT
Sorting Gantt Vieww in Projects
Hi Everyone Stumped on this one, anyone know the answer? is i possible to sort the gantt view of a project by start date INSTEAD of of the default A-Z?
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