Unable to generate reports
Hi, I am using Service desk plus MSP V8.3 Build 8314 on Windows. When I try and run a report, I get the following error in a new window. Any ideas on how to fix? Regards, Leslie Message Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Error reading PNG metadata at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
Move Database from Service Desk Plus to the Service Desk Plus MSP version.. Possible?
We have had SDP Standard and we just bought SDP MSP Enterprise and I want to know how to move the information from one to the other?
Contract billing
BILLING: I would like to know why my contract billing, when they appear, the active one is not the one I see. It's always the expired contract that appears. I read the guide and I am doing everything as it should. Can somebody help? Thank you!
Pending Request Age by Group not Working
Hi Pending Request Age by Group not Working, please find the below given query. Manage Engine Servicedesk MSP Standard Your Version : 8.3 Build 8309 Database : postgres Query SELECT QUEUEDEFINITION.QUEUENAME,COUNT(WORKORDER.WORKORDERID) 'Total Pending Count',COUNT(CASE WHEN DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-01-1970 00:00:00'), getDate()) <= 2 THEN 1 ELSE NULL END) '0 - 2 Days',COUNT(CASE when DATEDIFF(day, DATEADD(s, WORKORDER.CREATEDTIME/1000, '01-01-1970 00:00:00'), getDate())
Go from SDP MSP to SDP.
Is it somehow possible to go from SDP MSP to SDP and bring one of the accounts (our own)? I imagine this might be done by exporting the right information from the DB (MS SQL). I realize it will be a new installation and re-doing of all customization but I would like to bring all the previous cases from this specific account. Possible or not? Cheers / Tome
worklog type billing rule
Please add the ability to calculate billing based on the worklog type. Currentlt the only worklog fields available to bill rules are worklog owner and worklog owner's job title.
Allow requester to log call for different site to the one they are associated with?
Does anyone know how to allow a requester to log an incident for a different site to the one they are associated with? We have created a custom template, but when we log on as the requester and try to generate a request, the Site field is greyed out and cannot be changed. The requester can view all requests for their account and is set as an Account manager. The requester is responsible for logging all requests for all their sites so I need them to be able to select the correct one. Many thanks.
ServiceDesk Plus MSP - version 8.3 - Build - 8314 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8314 today. Please refer the Migration path table available here and upgrade to our latest build 8314. You can know the issues fixed from our Read me. 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 there is a release. Thanks Santhosh Head of Quality Assurance and Support Team ManageEngine ServiceDesk Plus MSP Team Refer here for : Issues
Problem with custom view for requests
Folks, I'm trying to create a custom request view that shows (among other things) requests that haven't been responded to at all yet (i.e. where RespondedDate is null). I think this should be a pretty basic filter but unless I'm missing something I can't figure out how to specify a null or empty criteria for RespondedDate. The datepicker forces me to pick a date and the criteria won't save without a date populated. Any workaround? As a workaround, I tried setting a filter that looked like RespondedDate
[SDP MSP] tickets not associated to any site and not visible for other users
Hi SDP MSP Team, Since we have installed ServiceDesk Plus - MSP 8310 with this Enhancement: "MSPSDP-7918 : Technician can create ticket through email for his associated accounts instead of his requesters using its account support email address.", we have a bizarre behaviour, that I will try to explain it: - if a specific technician associated to the site AAA1 (example) sends an email to the sdp, the ticket is created, but its not associated no any site of any account. Therefore the ticket is not
ME SDP MSP Not Starting
Hi. Our Production Server suddenly stopped yesterday. Checking the wrapper.log we noticed the following: VM exited unexpectedly. STATUS | wrapper | 2015/10/23 16:21:01 | Launching a JVM... INFO | jvm 9 | 2015/10/23 16:21:01 | WrapperManager: Initializing... INFO | jvm 9 | 2015/10/23 16:21:02 | This evaluation copy is valid for 28 days INFO | jvm 9 | 2015/10/23 16:21:09 | Unclean shutdown of previous run. INFO | jvm 9 | 2015/10/23 16:21:13 | ServerContainer
Reply template bug
When adding a new reply template everything looks normal and the window with the template variables appear. If I hit save and add new, the template variable window disappears. I have attached two screenshots. One with the template variable window and one without. Build 8314, SQL 2012, Firefox 41.0.2
Assign request to a Project
Hi team, Is possible assign requests to an existing project? I mean, many projects needs to associate requests (tasks and work hours) to add to the grand total and not managing it separately. Thanks for your response Mike
Unable to import requesters from Active Directory
Hi, I am using service Desk Plus MSPO on Windows (V8.3 Build 8314). I have set up a domain controller, and can scan it to get a list of ou's. When I try and import users, I get a lis of ou's, and can select the required ou. It then just hangs on "connecting to active Directory Server" and never gets further. At the same time, the manageengine windows service stops. Has anyone had this issue before? Regards, Leslie
Auto assign to tech - features
ID: 7800 SDF-39424 Both are asking for a similar feature. I would like to autoassign to the tech that closes the request, not the one who creates it. Our old Altiris system did this and it works wonders since every closed incident had a name to it in all reports, no column on a graph or a line in a report was dedicated to "human error" of not assigning the request to him/herself before closing. The rule was, everyone uses the system and no one closes another request/incident. It made people competitive
Asterisk CTI Integration
I am currently trialling the MSP version and am coming unstuck on the CTI integration with Asterisk PBX's. I have a user defined in the manager.conf file with permit rights for the correct IP as well as the full complement of read/write permissions. I can telnet to port 5038 on the PBX and use the login credentials to watch the PBX movements, so I know all the connectivity is good. What is not working is when clicking on a requesters external phone number in SDP/MSP, I get the pop-up, the deskphone
API Call - Requestor Search by email
Using API calls, is there a way to search for a requestor by an email address instead of name?
Service Desk one time download Pricing?
I want to know the Service Desk one time download Pricing? Is there available with you? Please replay ASAP
Cross forest migration
Hi We are currently using ServiceDesk Plus MSP 7605. In the near future we will be migrating all active directory accounts from one forest/domain to a new forest/domain, and for a period of time we will maintain a cross forest trust relationship. I want to be able to migrate an existing Technician from source domain to the target domain and for that Technician to then log into the target domain but access ServiceDesk Plus MSP running in the source domain. Eventually we will also migrate the computer
Task dependencies not refreshing
Hi, After creating tasks ans change the order of them in the task dependencies tab those task are not in order like in the task section.
Problem with scheduler
Hello We're using ME SDP MSP 8.3 version (build 8313) We have a problem with scheduler. It does not appear for all technition accounts. (Screen enclosed below) We were performing only normal configuration. Besides this issue, everything is working fine. Thanks in advance Michal
request with no site associated
Is there a way to make one of the following happen. Allow a non administrative user to be able to see these. Auto assign any ticket to say an unknown site if one isn't filled in or if it sits with no site for say 5 minutes. Allow the creation of a business rule that can assign it to a site send an alert that there is a request with no site filled in
Opening a request restricting the status?
Hi Team, Is possible at the moment to create a request set the status in Open only? And the change status will make after the creation? Regards Mike
Request created on-behalf-of
hi, Sorry may be is trivial but I don't know how to use the on-behalf-of feature. Please can you help regards
MSP migrating to SDP
Hello everyone ,
I have seen on the website of manageengine there is an option to migrate from the SDP version to version MSP . Does anyone know if you can do the reverse migration? MSP migrating to SDP https://www.manageengine.com/products/service-desk-msp/migration-tool.html Thank's.
SDP MSP update problem from 8.3.0.1
Hello, i am unable to update from 8.3.0.1 to any new versions - always get error Problem in post Invocation process log attached. please help
Service Desk MSP update Error
Hello I am trying to update from 8.3.0.1 to any new version? i try 8.3.0.2, 8.3.0.3 etc till the current version And every time i get error Problem in post invocation. log file attached. please help
Account details tab
When you are in a request as an admin a tab appears called account details. Is there a way to display that tab without giving admin permissions?
Multiple requests
Hi, We started implementing SDP+MSP and we ran into a few problems, so I would like to make a few feature requests. - allow login with domain\username format, and ditch the "log on to" dropbox: Exactly the same thing happened when Microsoft moved from XP to Vista, domain selector was gone and you had to type in the domain. This way we do not have to publicly display our internal domain names, also, the users won't get confused by having to select local authentication or a domain. (If user does not
Notify Mulitple users of any change to a ticket
Occasionally, we need to have multiple users get notifications of any updates on a particular ticket. Since we can't assign a ticket to multiple technicians, how can we achieve this? Use case. A ticket comes in and a technician works on it. Another technician takes over and continues to work on the request. The ticket is escalated and the support lead and support manager are interested in all activity on this ticket. How can all these people get notifications on this one ticket? I do not want
[SDP MSP] Huge BUG in SLA escalation!!!!
Hello ManageEngine Support Team, About a week we have updated our sdp production server to the version 8.3 Build 8312. Every seems fine, until I tried to update the SLA escalations contact list in the default settings: - We receive this error: " No Technician available. Please add." All our technicians are uploaded in the default settings, and this always worked since we started to work with sdp since 2012. In our test server, that we use to test the updates before going to production, with the
Servlet API Changes in Build 8313
Good Morning, We recently updated our system to 8.3 Build 8313 and are now experiencing problems with our servlet API calls to create work logs. Our scripts have not been modified but we are now receiving the error 'WorkLog cannot be added due to Error Occuered While Loading Form Attributes to DO' in response from the API call. Has something changed in this version that has caused these errors? https://manageengingIP/servlets/RequestServlet The current parameters we were using successfully prior
Translation bug
Hi, Have version SDP MSP 8.3 Trial Set up integration with Asterisk. When outgoing calls from the application Russian characters display correctly. For incoming calls, letters instead of question marks. Latin thus displayed correctly.
Resolution Templates - by Account
Would like to be able to have Resolution Templates by Account so that certain text can be specific? Or can we add Request fields to the Resolution?
Handy tip to show HTML code in a report
Here is a handy tip to show the HTML code of the description text from a workorder: SELECT TOP 10 wo.workorderid 'Workorderid', REPLACE(REPLACE(CAST(wo.Fulldescription AS NVARCHAR(MAX)),'<','['),'>',']') 'Description' FROM Workordertodescription wo ORDER BY wo.workorderid DESC You can use this also for notifications
contract notification
Hello, If I set technicians for ''Notify technicians and asset owners when the lease period for the asset expires.'' in admin configuration is it unessesary to set ''enable notifications'' when I create a Contract? Or what is the difference between the two.
customise dashboard
please can someone confirm if the dashboard can be customised? please confirm what customisation can be done
Import Category form csv file - ServiceDesk Plus MSP
Dear, I would like to import Category from csv file and for only a ACCOUNT , but when I Import completed all ACCOUNT Impact How do I do that? Thanks. Hien
Query Report/Request Module - Last Update Time from Yesterday 4:30pm to Today 8:30am
I am looking for a way to run a report of any requests that have been modified outside of our business hours. So a report that can run to show requests that the Last Update Time was from Yesterday at 4:30pm until Today at 8:30am. But on Monday's this will be from the previous Friday at 4:30pm until Monday at 8:30am. If we could get it to automatically email the report that would be even better! We are running SDP MSP v8.3 8310, on Postgres. Filter by Account. Fields to view are Request ID / Requester
How do I configure column visibilty
I would like to configure column visibility in requests grid, so that some fields are visible only to tecnitians. For example, I would like to hide Assigned to field from the request autor. How do I do that? Thanks.
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