Give Technician permits to add product
Hi there, i am having trouble to give some user permission to add assets and to add new products. I created a role and give the user all possible permissions (including Add New Product), but the user cannot create a new product when creating a new asset: The user can create an asset but cannot add a new product for that asset. The only way I found for it to work is giving them SDAdmin permits, but that is too much. Is there a way to do it? I am working with Service Desk MSP 8.3 build 8309 8.3 Thanks
Clear database
Hi: I want to clear out the ServiceDesk Plus MSP database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
More than one stopped status
Hi people, Is it possible have more than one stop status and could choose it? When the timer is stopped the default is selected, but I want to choose between more than one choice. Regards Mike
ServiceDesk Plus MSP - version 8.3 - Build - 8313 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8313 today. Please refer the Migration path table available here and upgrade to our latest build 8313. 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
A KB or Knowledge Solution usage report?
Is there a way to create or run a report to show usage of the KB or Knowledge Solutions?
Email Account When Request is Closed
Is there a way to automatically email an Account Manager or a specific email address when a Request is closed for their account?
Lenght of the "E-mail Id(s) To Notify" field?
Hi people, Can you tell me which is the character lenght of this field? When I put some emails the last were truncate. Thanks Mike Diamond
HTTPS not working
I configured the keystore with a certificate from Godaddy. Then followed the instructions below, yet https:// can't connect to server. Changing it back to port 80 works for the most part - graphics on the login screen don't show up any more. Both the internal and external names work for port 80 but neither work for SSL. Step 4: Configuring the Server Copy the sdp.keystore file from <ServiceDesk_Home>\jre\bin to <ServiceDesk_Home>\server\default\conf From the command prompt, execute changeWebServerPort.bat
Time is off by an hour on Requests Grid
On my requests grid it is showing the date created of the requests an hour behind my time zone setting. 9:10am My Personal time zone is: 10:10am (I HAD PASTED IMAGES BUT THEY ARE NOT SHOWING)
ServiceDesk Plus MSP - version 8.3 - Build - 8312 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8312. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8312). Other users refer the Migration path table available here and upgraded to our latest build 8312. You can also know the issues fixed and enhancements from our Read me . What's new in ServiceDesk Plus - MSP build 8312 ? Issues Fixed MSPSDP-7393 : When account name has double quote, then error throws while creating the reports and the site is also
"Request assign failed." when assigning to group
Hi, We recently upgraded SDP MSP from 8.2 build 8206 to 8.3 build 8311. This went cleanly with no errors and all seemed well. However, I've had a few users highlight an issue. When we assign a ticket to a group, it sometimes pops up a yellow banner in the middle of screen that says "Request assign failed." It actually does assign to the group, but depending on how you do the assignment you may get the message. (1) Edit request, change group field and save - OK. (2) Edit request, use assign button
Cannot install ServiceDesk on CentOS 6.2 - error: Problem in Initializing Postgres
I am trying to install your ServiceDesk product on my production CentOS 6.2 server. I cannot get it to load the GUI. At first it would not run at all so I checked the forums and found a partial solution. I did install the latest glibc RPM package and rebooted. Now I only get : The installer is unable to run in graphical mode. Try running the installer with the -console or -silent flag. So I am proceeding with install anyway using –consol. The install rolls along ok until it gets to: Initialize
ServiceDesk Plus MSP Requirements.
Hi, I am evaluating ServiceDesk Plus MSP for our organization and going through the documentation before installing the trial got stuck on the System Requirements, either the document is quite outdated or the requirements are.. How come not even windows 2008 R2 is supported? what about SQL 2008 R2, 2012, 2014? I would not recommend to deploy such a server to one of my customers... I have available servers with Windows 2012 R2 and SQL 2012 or 2014, would this be supported? if not, is there any plan
Display SLA priority by Account
Greetings, I have a little problem with SLA in the creating ticket moment. I have severals Accounts with different SLA levels each, when the operator create a ticket in the Priority field ever appears the totally levels (Some Accounts have 1,2,3 or four levels). Example.. Account ACME have 2 levels of SLA - 01 - High - 04 - Low But when creating the ticket in the field Priority appears all of the 4 levels. - 01 - High - 02 - Medium - 03 - Normal - 04 - Low I need to discriminate by Account priority
Rest Api
Hi, I need to get data from SDP for my external application. I would like to know if it is possible to compose right requests to get following data: 1. Get technicians by account name or id. 2. Get accounts by technician name or id. 3. Get worklogs for technitian. Can anybody help me? Thank you very much in advance!
Billable work by category
We have several departments that will be interacting with clients through ServiceDesk. Most of the departments' work is not billable and should not go against their contracted hours. We have one department (professional services) whose work is almost always billable and will count against their contracted time. The work done by the professional services department is identifiable through several different methods. All their work will be under a single category with multiple subcategories and items.
http status 400
Hi, I am facing a problem, when I logoff the SCP portal and login again, it shows http status 400 HTTP Status 400 - Invalid path /LoginPage was requested type Status report message Invalid path /LoginPage was requested description The request sent by the client was syntactically incorrect (Invalid path /LoginPage was requested). - Please check. Thx
add IT Project Management add-on to ServiceDesk Plus
Please how can i add IT Project Management add-on to ServiceDesk Plus ??
enable port 443
Trying to enable port 443 for Servicedesk Plus - MSP software. It keeps coming back with Access denied when using the changeWebServerPort.bat 443 https command line. Software seems to only want to run in port 80. See attached file for issue Is it possible to run the software with port 443 under IIS? Thanks
SQL 2012/14 AlwaysOn Availability Groups for failover/HA
Hello, Has anyone used SQL server AlwaysOn AG for ServiceDeskPlus-MSP? I would like to install 2 front end servers behind a load balancer that both connect to the listener IP address of the AG. Will the software support two front end servers in this kind of configuration? Any other thoughts/ideas are welcomed. Thanks, Trent
Restrict solutions to certain groups of technicians
Can we restrict certain solutions and/or solution topics to different groups internally? Use case. We have many people who are technicians for different services that we deliver. We don't want technician group A to see the solutions for technician group B since they relate to different products. Additionally, we are using Servicedesk for our internal helpdesk as well. We have solutions for our sysadmin group that we don't want any other technician groups to see. Is this possible?
Problem starting services
Dear Support, I have install SDP-MSP in my machine So when i start the Service it shows me error. Could you please help me out with it? Please open the attach file
I can't restore db
Hi! I have "manage engine service desk plus msp build 8309" and the new instalation is the same build as a db what i need to restore. I use restoredata.bat but i have this message.
Portal password reset link?
Hi there, Busy setting up this product and I've noticed there isn't a link on the portal to reset a forgotten password. Is this correct or am I missing something? Other than that, love the software!
Change Account on a closed request
Good day, It's possible change the Account in a closed ticket? Change Account ACME to ACME2 ? Thanks in Advance Mike
REST API. Getting data
Hi, I try to get data from SDP for my external application, and I would like to know if it is possible to compose right requests for getting the next data: 1. Get technicians by account name or id 2. Get accounts by technician name or id 3. Get worklogs by technician name or id Can anybody help me? Thank you very much in advance!
I need download servicedesk plus msp 8.3 build 8309
Hi! Where can I find servicedesk plus msp 8.3 build 8309? I need to download it because my db is this build and I need to restore it and then upgrade to 8311. Thank's :)
Release Management!
How can we do release management in SDP MSP?. regards, Raghesh
Bill Rate
I am trying to understand how billing is calculated and if there is any room to adjust how it is calculated. Let's assume that the billing rate is $100 per hour for the work that is done. If all the work for the month took 45 mins to complete, how much is charged? Is it $100 (rounded up), $75, or no charge at all? Can we bill in 15 min increments? In this case if the work for the month was 1 hour and 15 mins would it or could we make it so that it would bill this customer $125?
Preventive Maintenance notifications
Hi world, I made a preventive maintenance and schedule it all works fine, but when the ticket is automatic created the system don't send notification to the customer and the technician, only appears in the Request list, there are a way to generate this notification to all the involucrated persons? Thank for your assistance Mike
Account attributes and incident templates
I have created an account attribute that I would like to include on the incident template. I haven't been able to find a way to do that. Is this not possible?
ServiceDesk Plus MSP - version 8.3 - Build - 8311 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8311. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8311). Other users refer the Migration path table available here and upgraded to our latest build 8311. You can also know the issues fixed and enhancements from our Read me . What's new in ServiceDesk Plus - MSP build 8311 ? Issues Fixed MSPSDP-6876 : Newly created Holiday's date's are wrongly shown in Holiday list view. MSPSDP-6933 : Unable to map
Add Service Name as a standard field in schema for service requests
Incidents have Category and Subcategory. Service Requests have Service Category. They should also have Service Name. I had to create a custom field for this in order to sort and filter service requests properly. Currently the service name is only stored in the requesttemplate_list.TEMPLATENAME, which is not available for use in the service request templates, reports custom query GUI, request filtering, etc.
[SOLVED] API - Post method doesn't work
Hello, still no luck using API I fill a web form according to your documentation and send queries. GET, delete methods work ok, but I can't append any data using POST or PUT. Attach 1: "Invalid operation" error Attach 2: Mandatory element account not found. But account is on its place. How does it work?
Is there any way to set a field in a service request template to be read only?
I created a custom field called Service Name and default it to the name of the service in the template for each service. I use this field for reporting and request filtering. But I see that occasionally someone will edit the text in this field, which I don't want them to do. Is there some way to define a field to be read only, it can't be edited?
ProjectManager module: info on roles
Hi, seems I'm not able to find the difference between PM roles in admin guide. Can you please share a document or at least clarify ? Best regards, Simone
Request Filter View
After updating to v8.2 Build8203 when selecting a filter view the drop down menu always starts from the top of the list and not from the current displayed view. When this list is quite long it is frustrating to keep scrolling down. I have tested with an old server we migrated from that is running v8.1 Build 8106 and this used to start from the last view selected. Is this a configurable setting?
Multiple Satisfaction Levels
Could I generate a feature request to do with the user surveys. Currently you can only define one satisfaction level but you have to cater your questions around this and sometimes it is difficult to do this accurately. For example I have one satisfaction level with the ratings Poor through to Excellent. One question in my survey is "Based off your experience, how likely are you to use the Service Desk again?" However i have had responses to say the answers don't apply to the question which is a fair
Archiving accounts \ requesters \ technicians
I have raised this before but had no response. Is there a way - and if not, can it be added to the feature list - of archiving accounts \ requesters and technicians? The drop down selection list becomes very cumbersome if we have to scroll through every account \ requester \ technician that has ever existed on the system. Example: last week a customer rang up asking why their request had not been progressed. When I looked at the reference this was because the request had accidentally been assigned
Mark offline a Site, how?
Hi, One of my Sites will be off soon, how can I make this site offline without loose the inner data? When a ticket is created this site don't appear. Thanks in advance Mike Diamond
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