Business Rule
I have a business rule that is on a specific account. I would like to apply the business rule with the same name that is under all accounts and default settings. How can I get this account to revert to using the default settings business rules? Is there a way (maybe a sql query) to identify any accounts that are not using the default business rules? A quick sampling of a few accounts shows that there are several, likely many, that have a custom business rule for the account. This is an error
ServiceDesk Plus MSP - version 9.0- Build - 9000 - Released
Dear User(s) Much awaited SDP MSP - Major version 9.0 (Build 9000) is available now. Please refer the Migration path table available here and upgrade to our latest build 9000. Please check the enhancements in 9.0 release from our Read me . 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 our "Help-> About" page present in the top right of the product user interface, so that you will get notified whenever
How to change the default requests view of Requester
Hi currently Requester default view is My Open Requests. How can i change the all the Requesters view to My Pending Requests. do we have any option available on admin panel Thanks Anoop PS
change the default template for quick create incidents?
Is it possible to change the default template that is used when a request is submitted via the "quick create" option? Alternately, is it possible to change the default template that is used for emailed requests? Thanks.
ServiceDeskPlus MSP build 8313 migration from MS SQL to PLSQL
Hi, We are migrating our ServiceDeskPlus MSP database from MS SQL Server 2008 to PostgreSQL 9.4.5. Out SDP build is 8313, it is running on Windows Server 2012 R2 standard. Unfortunatelly, SDP service cannot start after new PostgreSQL server is set up using changeDBServer.bat. The following is logged in ServiceDeskPlus-MSP\bin\wrapper.log file: INFO | jvm 1 | 2016/02/03 12:13:08 | Trying to start PostgresSQL server failed ERROR | wrapper | 2016/02/03 12:13:09 | JVM exited unexpectedly. STATUS
REST API requests fields
Hello, It would be a great option if we could decide for ourselves which request fields we want to add to the REST API output. For example, we would like to add the site name, support group, request type, impact, urgency: { "operation": { "result": { "status": "Success", "message": "requests listed successfully" }, "details": [ { "workorderid": "<number>", "requester": "<requester name>", "createdby": "System", "createdtime": "1417350469969", "duebytime": "-1", "subject": "<subject title>", "technician":
Reporting Requirement
Hi, Is it possible to run a report selecting certain times of the day where tickets are raised. For example I want to report on tickets raised between 17:30GMT and 22:00GMT? Thanks, Tracy
Possibility of changing ### against spam filtering recognition?
In recent days we have received from customers increased feedback that notifications of our support system end up in spam . We suspect that it is because of the special characters in the subject line . Is it possible to exchange the ### before and behind the ticket ID , for example, against " yyy " ? If yes, where can I configure that ticket emails are even more recognized and assigned automatically ? Thank you in advance!
Parameter Error: Value "Resend" passed for parameter 'notifyTo' is not in the allowed list / format
Hi, Good Morning. We have the SDP-MSP Built 8313. All the time when I need to resend a e-mail, show me the follow error: Do you know How I do to resolve this? Thanks for the help! Regards Rogerio Paliosa Correa Monitoring Analyst Av. Dr. Chucri Zaidan, 1550 - 29º andar CEP:04583-010 - Vila Cordeiro - São Paulo 55 11 2222-1145 rpcorrea@interaxa.com
Cannot delete Customer Account
Account is being used by a module. Hence cannot delete it. See above that is the answer I get. How to delete a customer that do not exist anymore. I have Servicedesk Plus MSP Your Version : 7.6 Build 7604 Latest Version : 8.1 Build 8102 [Details]
SDP MSP won't start after upgrade to 8316 [Solved]
Hi, I just upgraded my SDP MSP to 8316 in order to get JRE 1.7 but now my SDP MSP is not coming up and got stuck at application layer and millions of dots front of it! I just realized you took off that update from your website as well! is 8316 problematic?! if yes, please remove the full version of it as well (Full download has same issue and its 8316)! otherwise please help me to fix it. Thanks, Fix: - Turn off service for SDP MSP - EndTask postgres - EndTask Wrapper.exe - EndTask Java then open
Customize Control Panel
Hi, It is possible customize the control panel? I need to add/modify the graphics o gauges Thanks Mike Diamond
Find Blank Fields in Request Module
Normally, I use the Magnifying glass and enter a string or number to filter out a subset of requests in my list. However, what if I want to show all records where the value is blank? I've tried Blank, Null, "", " ", '', ' ', a space, and - (the default value placed for a blank value)...nothing seems to return the rows where the value in the field is blank. Any ideas? Thanks, Mike
Failed to start the server. Please refer logs for more details
I have tried several times unsuccessfully to install this product on any version of linux. I have tried Centos, RHEL, and Ubuntu and when I run sh run.sh I get the above error. Is there any prerequisites that I am maybe not loading? This is very frustrating...
Reply to email submission includes the original destination address
We receive emails to multiple email addresses like support@ourcompany.com and services@ourcompany.com. Scenario Requester submits a request email to support@ourcompany.com. When we open the request and try to reply to the ticket the to field has the requester's address but the cc field has our company address, support@ourcompany.com. I can't find any setting to stop this from happening or any setting that would cause this. This is causing problems when we go to resolve the ticket. The ticket
How do you set a PO approval $ limit for an approver?
We need to change an approver's approval authority $ amount. where is that done?
what is the SQL statement for field SLA from Requestes->My OverDue Requests
Dear All could you please provide the mapping SQL statement for the field "SLA" from Requests->My OverDue Requests? thanks for your help Scott
SD+ Stuck after the backup restoration
Hi, I am trying to move SD+ from one server to another but after the successful restoration of the back when I m starting the SD+ server it stuck after the message "Application Server Started.............". Please see the attached screen shot and advise.
ServiceDesk Plus behind Reverse Proxy
Hello all. We are testing the deployment of putting our service desk behind a remote proxy; however, when access the site through the proxy it is very slow to load. Has anyone had this issue before? We are using Nginx as the reverse proxy. I've included a copy of the configuration I'm using on Nginx in case anyone has any suggestions as to changes I can make to help speed up the loading time. Thanks. server { listen 443; server_name website; ssl on;
Not receiving notification on closing request
Dear All, we have checked the "e-mail user when a request is resolved" option but when we resolve the ticket nothing happens. The notification works well on the opening phase. Note : It's not working when we update the system. We are testing version 8.3 of Servidesk plus MSP. Thanks for your help. Regards
Average time to response - considering servicetime, weekends, etc.
Hello, we need to report the average response time for our tickets. I already calculated the difference between "RESPONDEDTIME" and "CREATEDTIME", but that doesn't work as needed. For example: Our service times are 9am to 5pm. If a ticket is created at 6pm and first response to that was the next day at 10am, the responsetime should be "1 hour". Can you provide a query to solve this? The logic should be nearly the same as the one you use for calculating the field "FR_DUETIME" in the workorder table.
How different about Site in Account and MSP Site in MSP Detail
Hi all, i go consultion and my customer ask me about the difference between Site in Account and MSP Site in MSP Detail. Would someone help me please? Please share your documents or your knowledge about that. Thanks, Cuong
Has ServiceDesk Plus MSP ever integrated with OpManager and Application Manager?
Dear all, We are going to integrate and do demonstration ServiceDesk Plus MSP and OPM, APM to Customer but I do not find or know it that integrate with ServiceDesk Plus MSP. If anyone has link or knowledge, please share me Thanks
Has ServiceDesk Plus MSP ever integrated with Avaya Contact Center?
Dear all, I have investigated some documents on ManageEngine site but I have not found any topics or documentations that mentioned this one. If anyone has knowledge or links, please help and share me Thanks a lot
Share ppt file slide Servicedesk Plus MSP
Dear all, I have found somewhere on ManageEngine site but I have not found ppt file. If anyone has this file, please help and share me Thanks
Account Reports
Hi all we have been using servicedesk plus msp for sseveral months now but I require account reports to provide to to my customers. I am surprised there are no account reports as standard as this is designed for msps. type of reports monthly summary reports SLA reports on all incidents Trending reports of incidents over 12 months for accounts I would be interested to know what reports other SDPMSP users are providing to their account customer if anyone is willing to share Your Version : 8.3 Build
Technician respond to request via Email
we are currently using Spiceworks and are migrating to SDPMSP. we rely heavily on the ability to respond to tickets via email, and this feature does not work in SDPMSP. If a requester sends an email to servicedesk, the technician assigned gets an email saying something along the lines of "Requester has responded to the request assigned to you with the following information: " the technician can then reply to that email, and whatever the technician replies is added to the request in servicedesk,
Show zero items in report
Hi, I have one customized report showing all requisitions created in a period of time grouping by technicians..But it is not showing the technicians with zero requisition in that time.. I want to show all technicians available in filter even if they have zero values. Can you help me?
Can't delete custom report
Hi, I'm the administrator user whose managing Service Desk Plus - MSP - in my company. One of our managers created a custom report, but he doesn't need it any more.. and I want to delete it but I can't.. Could you help me on this..? Thanks.
Random problems caused by Primary Key errors in database
Hi. Since the release of build 8315 we have experienced a lot of bugs and crashes, and after that fix everything was back to normal. During the process of trying to figure out the problem on build 8315 we have migrated with the Support our database from SQL to PostGreSQL and than again to SQL after we discover that the problem was related to an authentication module and fixed. But since the roll back to SQL Server we are experiencing random errors and crashes. One of the errors it's the Request History
SDP-MSP FAILURE: This incoming e-mail address is being used as support e-mail address for the account "xxxx". Please user a different address.
Hi I have a problem with our SDP-MSP: When I input our support mail on mail server settings, the follow error appears: So, I had to create another e-mail account to configure mail server e make then our support mail send the messages to the new e-mail account to discharge in SDP. Well, Do you know how I can resolve this problem? To configure our support mail account on MSP without create a bridge for this?? Appreciate any help! Regards. Att, Rogerio Paliosa Correa Monitoring Analyst/SDP-MSP
Importing tickets from old ticketing system
We are about to import tickets from our old ticketing system. These tickets already have an existing id that we want to preserve so that we can reference them if we need to in the future. Is there a way to add the existing ticket numbers during the import? Will I be able to search for that ticket using the old ticket number in the search field?
Importing accounts
I am in the process of importing a csv with accounts. There are about 40 columns counting the existing fields and additional fields that were added. The csv contains about 700 accounts. It has taken several hours and still says processing. During this time the system is unresponsive to other requests or just really slow. The browser just spins and says connecting. It is using less than 5% of the cpu and about 1.3 out of 8 gigs of ram. I am running 8315 32bit on Windows server 2012 and a SQL
Auto replies from out of the office emails
How can I prevent automatic reply emails from being logged/appearing in the request queue? Thanks, Joe
Help -- Service Catalog
Hi all, Could you help me please about this information. Is it possible to configure different Service Catalog to different Sites? Thank you!
Help with Support Groups
Hi, I am configuring ServiceDesk Plus for our company and am just at the tweaking stage before we test it. Although we have multiple physical sites, all IT support is currently dealt with from the head office by two support groups, so I have decided to configure just one site with multiple departments and 2 support groups. The thing is, I have noticed that when configuring the support groups, one has been added by someone else under the Default Site and the other has been added specifically to the
SLA with Retroactive Effect
Hello, We introduced a new SLA but we are interested to see it applied on all previous WOs that fall into its criteria. However, there seem to be no way to do it on ME SDP MSP, anything to suggest? Regards
SDMSP iphone app updated, won't connect "provide a correct server".
Subject says it all, last night my iPhone app updated and now it won't connect. I've confirmed this with another user who also updated and now can't connect. It asks for the URL to our SDMSP site, but fails with the above error.
iPhone SDP MSP Application Update
Since the new iPhone application update it appears that we can't log into our MSP system. We get an error "Provide a correct server" even though the server is correct and it will not save. Then if we exit the application and re-load it we can get the user name/password screen and it comes up with: "Request Failed. Status : 403" It is affecting everyone in the office that uses an iPhone application.
Project Queries
Project - task report select tdet.taskid , tdet.title as TITLE, pdet.title as PROJECT, tec.first_name as TECHNICIAN, from_unixtime(ct.ts_starttime/1000) as STARTTIME,from_unixtime(ct.ts_endtime/1000) as ENDTIME, round(ct.timespent/(60*60*1000))::text|| 'hrs' || round(ct.timespent/(60*1000)`)::text || 'mins' as TIMESPENT, ct.total_charge as TOTALCHARGE from projectdetails pdet left join tasktoprojects tap on pdet.projectid=tap.projectid inner join tasktocharge tac on tap.taskid=tac.taskid left join
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