sql subquery
Hi! Im trying to make a user-query. SELECT type, count(*) FROM (SELECT aaov.NAME as ploshadka, productType.COMPONENTTYPENAME as type, aaov.NAME as ploshadka2 FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT JOIN ComponentType productType ON product.COMPONENTTYPEID=productType.COMPONENTTYPEID LEFT JOIN ResourceLocation resLocation ON resource.RESOURCEID=resLocation.RESOURCEID LEFT JOIN SiteDefinition siteDef ON resLocation.SITEID=siteDef.SITEID
Pulldown Options for Category in multiple 'Edit Request'
(Requests>>Actions>>Edit Request) The category list is only populated with those categories that are attached to all accounts by checkbox, which makes sense unless site is not "Leave it as it is". Then actually I would expect the same behaviour as with technician, where the list is adjusted to site/account. There is also another problem: It is not possible to associate a category to all accounts by checkbox once a specific association has been saved. This is only possible when defining a new category.
Help -- Is it possible configure "Request format"?
Hi all, I have a situation that I need configure a template for end-users. When they open a request/ticket that these requests generates "sequences" with a format like example below: Example: Request_Sequence_Number/Year 001/2015 Is it possible to configure like that? Thank you!
Help -- Is it possible customize Portal for the end users
Hi all, Is it possible customize Portal for the end users? print attached.
Help -- Creating two Incident Templates using the same fields, but with different informations
Hi all, I have a situation: I need create 2 templates for different accounts but in both cases it will be necessary create fields using the same names but with diffferent informations. Template A fields: Product (info a,b,c) and Version (info a,b,c) Template B fields: Product (info d,e,f) and Version (info d,e,f) Is it possible? Thank you.
ServiceDeskPlus-MSP support slow due to Chennai flood disaster!!
Dear Customers, You may have noticed and complained that our support has become less responsive over the last few days. Unfortunately, this is indeed true. Our support is completely backlogged because of the flood disaster in Chennai. Many of you might know that Chennai is suffering its heaviest rains and floods of the last decade. They have battered the city for more than a month now and the forecast today predicts a worse downpour over the next four days. More than 10,000 residents have evacuated,
Help -- Service Catalog
Hi all, Do you know if is it possible to configure Service Catalog for different accounts? Because I would like that "account1" it is able to see specific services and "account2" able to see other specifics services (but they can not see each other's services). Is it possible? Thanks.
SDP MSP edition downgrade
Hi, i am currently running SDP MSP professional edition. due to our current busines needs, standard edition of SDP MSP would suffice. Is there a downgrade procedure? Thank you, Matija Šinogl
Quarterly report not working
Hello, We have set up a quarterly scheduled report by choosing 'monthly report' and deselecting the months we don't need. However, this is not working. For example, we have deselected the month December, but today (December 1st) the scheduled report was generated. Could this be a bug? Thanks in advance.
Why Work log not showing on Requesters Login
i am not able to view the worklogs of requesters tickets, why its not listing ?
Changing theme of solutions page (knowledge base) for public users
The administration section of the system allows you to change the theme for each account (Admin --> General --> Theme). This works fine for those users logged in, but what about the publicly accessible knowledge base? E.g. [ServerURL]/sd/SolutionsHome.sd. How do you apply theme changes to this page or override the defaults for it? It seems to always take the default theme.
Date/Time format when passing data to API
Hi I am trying to create a worklog via the API, and it is creating fine. However, I cannot work out how to convert a datetime value to the numeric value that the API expects. In the one example I have found on how to create a worklog, the executed time field is: 1350292747707 When I view this worklog in ME, it shows a date of October 15th 2012, 10:19am. How do I convert my date/time so it creates a number that ME API understands????? I have tried passing the datetime in like this: 01-12-2015 09:00
report on all technicians across all modules
Folks, Just looking for a report that shows all pending requests/open tasks/changes/problems/milestones/tasks per technician. We would like the report to show under each technician: Module (is it a request/project/problem/change) / ID number / account/ priority/ status / subject/ last updated/ due by date We are using 8.3 build 8309 on mssql Right now we run separate reports for all technicians which makes it a difficult to cross reference where everyone is at. Many thanks, Kathryn
More Options to Extract on Reports
Hi Firends, In my company, I have to extract any reports from our MSP to our board of directors. I have some difficulties to extract some reports because don't have some options that I can generate. Then, I always have to export reports and make changes manually. Plese, if already exists this options, help-me to find them. If no exists, please, consider create the following reports: - Techinician Timeline like in SDP 9 - Elapsed time for each status inside an incident - Date/time for the violated
Custom Trigger functionality in SDP MSP?
Hello All, Just a quick question. I've been working with custom triggers/actions in SDP and wondering when/if the functionality will be ported to SDP MSP? Is it on the roadmap? Any dates? It's really helpful for integration work. Thanks, Serge
Automatic first answer
Hello, Is there a way to stop automaticaly SLA's first response time clock? Requester is receiving mail with confirmation that his ticket is registered in our system so officialy is informed that we "know" about his problem. Can this mail (or any other info or action) be treated as first answer and stop the closk for first response ? Thanks.
site history
we would appreciate the possibility to see in an request the history of the site. F.e. to have beside the button “Site details” a second button “Site History” This would make it much more easier to find requests or incidents which may be related to the actual ticket or even may be the reason for it.
Request Closure Codes
When we close a request we change the status to Resolved which gives the user the option to confirm that they want to close the request if they are in agreement. If the don't select the option to close the request then there is an automated rule via Admin --> Request Closing Rules --> Request Closing Process (Automated Close) which sets resolved requests to closed after 1 day. What would help us out and I wonder if anyone has had any ideas on how to achieve this is if when the status of the request
Pre-built APIs between SDP MSP and SDP
Are there any pre-built API routines to work between the SDP MSP and SDP platforms that I could leverage instead of having to start from scratch? Thanks, Joe Pedota
Attention Office 365 Users!! (POP DELE not working)
Hi, Users who have office 365 mail server configured with ServiceDeskPlus-MSP might face issues with mail fetching. This seems to be an issue with the mail server and this happens only if the incoming under mail server settings is configured with POP. This is creating an impact over the application by creating replications with regards to tickets. The support ticket system will receive mails by pop access. However, the mails on the mailbox are not deleted by the dele command which seems to be the
Assigning Specific Technicians to specific Sites \ Accounts
Hello, Thank you in advance for taking a look at this. Hopefully this can be resolved quickly. Here is what we have: Account \ Site 1 Account \ Site 2 Account \ Site 3 Tech1 Tech2 Tech3 Tech4 When I first set the application up, I had to accounts, and was able to get them setup to assign tickets correctly between the two accounts. We have two technicians that are auto assigned to the tickets, and two that are just for monitoring. We now have a new third account, and I set it up the same as I did
Basic newbie issue - can't even view the data for a request!
Am trying to get the basics working in C# to read the data for a request using the sdpapi My URL is: http://servicedesk.xxxxxx.co.uk:8080/sdpapi/request/144644/ The two parameters are: parameters = "TECHNICIAN_KEY=" + APIKey; parameters += "&OPERATION_NAME=GET_REQUEST"; However, no matter how I tweak it, the return data I get is: <operation name="POST"><result><status>Failed</status><message>Mandatory element 'account' not found</message></result></operation> Why do I need to provide an account
Group cleared after assignment
Hello there! I have a problem with support group assignement. When a ticket is created it is assigned (based on business rules) to specific support group. Technicians that are in group getting alert by email , etc... everything work fine, BUT when technician go to ticket details and click "pick up" ticket is assigned to him, but the group is not assigned anymore in ticket details; when I want to assign group again - I CAN NOT CHOOSE ME FROM THE GROUP (I'm in "Serwery i storage") Any idea why I'm
Organizational Details - Department List
Hello, I'm trying to copy the Dept List under Default Settings to each of my assigned sites. Is there a way of doing this without having to create each dept for each site individually? My current version is: 8.1.0 Build 8121 Thanks.
ServiceDesk Plus MSP behind an Amazon Elastic Load Balancer
Hi, Has anyone attempted to set up ServiceDesk Plus behind an Amazon load balancer (ELB)? I've tried to do this with the ELB set up with an SSL certificate and filtering traffic on HTTPS / 443 through to and from port 8080 on the server , but this hasn't worked - I can get a login screen, but on logging in the browser then attempts to connect to http://servicedesk.mydomain.com, which the ELB isn't configured to provide (and would defeat the object if it was). I guess the solution may be to set the
API - Length of Details
Is there a size limit via the API calls to ServiceDesk PLUS MSP in the DESCRIPTION section? In other words what is the maximum number of characters that can be sent?
multiple e-mail accounts
Hi, i am trying to figure out the following scenario and any suggestion would be useful: my company has acquired a smaller company. let's call my company, company1, and acquired company, company2. Every company has it's own set of users and for some time every company will handle its own users, but using the same service desk, thus meaning that users form company1, should send requests to support@company1.com, and recieve answers from the same email address, and users from company2 should send requests
Associating a requester with multiple sites
Some accounts have people who work across all sites in that account. They might be in a call center or the IT department that handles all sites for that account. They use one email address. Currently, a requester once created has a site that is associated with their account. Once a ticket comes in from an associated requester there is no way to change the site or even the requester. It would be useful if we could add multiple sites to the requester so that if it was assigned to the wrong site
Remainder enhancement
If a call hasn’t been updated within a specified amount of time then the ServiceDesk would send a reminder email to the technician.
Add changed content to notification when ticket is updated
Hello again :) ! I would like to include changed content into notification. When ticket is updated, users gets email with information that his ticket is updated, but I am not able to iclude what was added/removed/changed, etc... Is there a way to add only changed content to the notification template so requester can see right in the notification what was changed ? I know that requester can go to the history tab for particular ticket, but putting this into notification would be realy great. It was
Group notification when ticket is updated
Lets assume that we have a group of users (same department, same site, same account). Is it possible to notify this group of users when ticket in their group/site/accout is modified (not solved, not created, not closed) - only when modyfied (ie. other user put some comments, add attachment, etc...?
relationship between requester and products bought
hello the support team we 've just acquired ServiceDeskPlus MSP software we are want to use and deploy for our business. effiace to be more in the management of our customers, I would like to know if there is a relationship between the customer (requester) and the products it holds. when filling out the form, we would like to have an overview of the products he owns such as software or a maintenance contract. 1- how to implement this system? 2 -how can we assign a product to requester to be so
Install ServiceDesk on new Windows 2015
We are setting up a new Windows 2012 server for the latest version of ServiceDesk. It is currently setup on a Windows 20003 server. So I want to install a new fresh copy of ServiceDesk and the latest patches. Where can I download the most current version?
How to automatically assign request to a certain department
Hello, I'm sure this is there, but I am new and I don't see it. We have multiple clients and we'd like to have a request be automatically assigned to a department. We have one main email, but being able to get an email from a certain client and having it route to their department would be awesome. -Nick
Automatically assign default SLA to a ticket
Hi everyone, I am using SDP MSP V8.3 build 8314 (free version. I have created a new SLA, but it does not seem to apply to new tickets. Is there a way to assign a default SLA to all tickets for all accounts? Regards, Leslie
Contract Billing
Hello We ran contract billing for some of our clients for testing Unfortunatelly we prepared contracts with some mistakes in dates. (For instance, 2 contracts start in the same month - take a look on the enclosed screens) Right now we get mail day by day - " Bill cannot be generated between two contracts" Is it possible to turn off/delete contract billing for all acounts completely??? There's no possibility to remove wrong defined contract or service plan (or even edit it) and this is very painfull!
Worklog Type Column
Please add the ability to choose to display the worklog type column on the work log details view.
Can I disable the self service portal?
Hello all, We're evaluating at the moment and everything looks good in terms of functionality but we don't want any of our clients to be able to login, nor do we want to provision them a self service portal everytime we add in an account nor do we want to have to specify a "login url" each time we generate an account. Is there a way to turn this requirement/behaviour off?
Business rule for many accounts
Hello! On my SDP MSP (free edition) I have many accounts. I defined also support groups. I want to create business rules as follows; - if category is hardware, incident is placed in hardware support group. At the moment, when I'm creating the rule, I'm able to do it only for one site - for my organisation. When trying to select destination groups in rule conditions/actions, I'm able to choose the group only if I defined them before and defined directly for my organisation (groups defined as available
High Availability
Hi team, We need to install a second server with MSP but for HA only. What do you reccomend to do that? Server 1 (production) <-----------> Server 2 (contingency) Regards Mike
Next Page