REST API Setting Request Template Returns Error
I am trying to set the Request Template via the REST API and the response is 'Failed' with the message 'Error when performing required operation.'. The problem is that tickets are successfully being created with all of the right information but I need the response to be Success so I can confirm the creation was successful and move on with my script. Removing the 'requesttemplate' field from my request, I get the success message with the ticket ID. Is there a reason this would return a failure when
SLA Breach Notification
Is there already the existing ability or can it be introduced so that alongside the SLA Breach Notification, there is a visual indicator of issues about to potentially breach SLA. I know there is already the flag and the red dot but it would be much easier to see if the whole row or a new column was introduced which had a block colour to indicate this. We are running version 8.2, 8211 MESD Plus - MSP
Not able to locate 3 enhancemmnets of previous versiones of SDP MSP
Hi ME Team, I am unable to locate the following features that ME announced in previoues (recent) versiones of SDP MSP, sucha as: What's new in ServiceDesk Plus - MSP 8301? MSPSDP-7288: 'Vendor' can be added as a column in Asset List view - when i look at the list of what i can add nothing like "vendor" is available to select. (see attached pic) What's new in ServiceDesk Plus - MSP 8302? MSPSDP-5280: Customizable dashboard: - where does exactly one can configure the dashboard? Currently i have installed
Can we merge problems ? Can we link incidents from different account with same problem?
Hi, Using last version of SDP-MSP 8.3 Build 8310 with 100 users licence. Regarding the Problem Module I have 3 Questions: 1. Can we merge Problems ? 2. Can we have incidents from different accounts linked to same problem. (We have same product in different customers that can have same problem) 3. If we can't merge the problems can we relate one problem with other from the same account different accounts? If yes can you explain how we can do it? Thanks in advance. Vítor.
I am unable to locate the following features that ME announced in previous (recent) versiones of SDP MSP
Hi ME Team, I am unable to locate the following features that ME announced in previous (recent) versiones of SDP MSP, sucha as: What's new in ServiceDesk Plus - MSP 8301? MSPSDP-7288: 'Vendor' can be added as a column in Asset List view - when i look at the list of what i can add nothing like "vendor" is available to select. (see attached pic) What's new in ServiceDesk Plus - MSP 8302? MSPSDP-5280: Customizable dashboard: - where does exactly one can configure the dashboard? Currently i have installed
Pending customer notification
Hi, We were asked to send 2 notification to the requester if we don't receive answers when requesting details. Is there any option to use a second timer for some statuses that already have the "stop timer" flagged? for example: The user wants a new monitor, the support team asks him the size of the new monitor. If we don't receive any answer we need to send him a reminder after a few hours, a new reminder the next business day and close the ticket in the 3rd day.
How can i define an MSP Account requester as Account Manger on other Accounts?
Hi, My internal Sales team persons are "account manager"s for the clients (accounts) i have in SDP-MSP. But they are requester of the MSP Account. How can i Associate them as account managers for other accounts without being requester of that accounts? Best Regards. Vítor C.
Project module: new filter for "Involved tasks"
Hi, I would like to have a filter to see only the tasks the loggedin user is involved into. It can be a dropdown addition to the current on the left ("1" in the image) or an addition to the one on the right ("2" in the image). About the wording, if the choise will be "1" then I suggest to add "Myself". If instead we go for "2" the I suggest "My open Tasks". What do you think ? Best regards, Simone
Is it possible to change the search for solutions for the search of request's description ?
Thanks for your help
Service Desk Plus MSP Customize Request ID.
Hi! We have the SDP MSP Build 8310. I Like to know if exist a form to customize de Incient ID. Example: Today, my request ID comence with numbers like 01, 02 etc. I want to change these ID to "ITX000001, ITX000002... Well, put a prefix on ID, like example ITX, CIE...etc. Is possible? Appreciate any Help! Att, Rogerio Paliosa Interaxa Brazil
Get User's SiteID from dropdown on SD
Hi, I need use in Report by Select where clause whit accountid or siteid from account selected by user on header dropdown. Have any global variable with this information? How Can I get this information to use in my report (Select)? Best regards,
Admin/Techinician Password lost after restore backup
Hi, We have ServiceDesk Plus MSP last version. Always I try to do the restore backup, I lost my Admin and All Techinicians user and pass. I tried to restore the admin password on Postgree (https://forums.manageengine.com/topic/servicedesk-admin-password-reset), but I can't connect to the database to change the password. This is the error: So, I can not restore MSP and can not restore admin password. How I do to resolve this? I appreciate any help!
Database Encryption
Are there any plans to implement database encryption? Is there any current support? Would another option be to encrypt the disk?
Dashboard to Review Open and Unassigned Requests
We've been having difficulties with our Business Rules. Some Requests remained Unassigned for a long period. SLAs fire only once, and we're trying to monitor and alert Technicians for Unresponded tickets. Using /sdpapi/request and <name>filterby</name><value>Unassigned_System</value>, we can see what remains unassigned. Currently, SLAs can be configured for Level 1 escalation but this is insufficient; we'd like to bump technicians periodically to conform to our SLAs. Does anyone have a ManageEngine
SQL Query for /sdpapi/request
Is there a way to execute a SQL query to get the data in this view, from sdpapi/request (basically, a list of requests - depending on filterby)?
ServiceDesk Plus MSP - version 8.3 - Build - 8310 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8310. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8310). Other users refer the Migration path table available here and upgraded to our latest build 8310. You can also know the issues fixed and enhancements from our Read me . What's new in ServiceDesk Plus MSP - 8310 ? Enhancements MSPSDP-7370 : API for CTI Integration MSPSDP-7774 : Account Login Web URL - You can create your custom URL and users can
RMA any news
We need to make an RMA solution for our customers and I found some old toppics about this Use this feature Id SDF-55357 as a reference Any updates or work around like incident templates created by some that has implemented this solution Mikael
Appropriate Role for Adding/Editing Requesters & Adding Sites
We run SDP MSP 8.3 8301. I am looking for the ideal role to give to one of our staff. She has a technician login and we would like her to be able to create new sites, and edit/add Requesters. It seems to give her these rights (SDSiteAdmin/SDAccountAdmin) it also means that she can edit service levels and edit business rules which we don't want her to be able to do. Are there any in-between rights that we can give her? Also any tricks for her being able to edit requesters without having to log a
Report for last week
Hopefully an easy one for someone out there: I just need this script to return tickets for the previous week or sat-sun prior SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", scd.NAME "Subcategory", wo.TITLE "Subject", ApprovalDetails.EMAIL "Approver Email", LONGTODATE(ApprovalStage.SENT_DATE) "Approval Sent date", LONGTODATE(ApprovalDetails.ACTION_DATE) "Approved Date", ApprovalStatusDefinition.STATUSNAME "Approval Status", ApprovalDetails.COMMENTS "Comments"
How i do to able Requester template to Edit?
Hi, Good Morning, I need to edit the Requester template, but it is unable to edit or create new custom fields. How I do to able "Drag & Drop Fields" to change this templates? Thanks
Delete Service Plan for an Account
Hello We've incorrectly set a Service Plan to an account. In order to remove, we made the Service plan expire, but, now all the requests from that account appears like strikethrough . We want this account to be without a Service Plan. How can we delete any associate Service Plan to an account? thanks
Removal of the New Incident button
Is it possible to remove this button?
notification group
Hi, I need make a mail distribution list, when a new incident is created i need to notificate a group of requesters and a group of technicians. Thanks for your help Mike Diamond
Existing Test Plans
I need to document a test plan process for ME SDP MSP: - Testing in our test environment before upgrades to live system of product release - Testing post system changes (minor and major) Rather than create something from scratch I was wondering if anyone has a test plan that they have already documented that they wouldn't mind sharing?
Query of Requester View Permission
Is there a way I can run a Query Report to show Requesters "Allowed to View" rights and/or whether they are an Account Manager?
SLA creation and notification
what is the proper way to setup SLA levels? We're trying to get an SLA escalation / email should a request not get picked up in time or not get resolved within the correct time frame. We've tried sending both incidents and requests and neither seem to generate anything more that a notification onscreen of the violation. We need to get an email escalation once the SLA has been violated and move the ticket up to the next Tier for support to have it get started for resolution. our SLA looks like this:
Assigning Incident Template with Business Rules
I know this topic has been hit on in the Service Desk Plus forums but not in the Service Desk Plus MSP forums. Does anyone know of a way to achieve assigning a request with a specific incident template using a business rule? It does not appear to be an option or feature in MSP 8.3 build 8308 (current version I am on)
Issues and Feature Request Track Space
Feature Request Track Space : Most requested feature track space is available now for ServiceDesk Plus MSP (SDP MSP) here. We implemented the Road map page or Feature request Track space for SDP MSP. User's can view their requested feature and its status from the same. They can also vote for their features and invite other user's to vote for their feature to prioritize the feature. While we cannot promise a release date for each feature request, however we will do our best to deliver the same
logmein central comparison
does anyone know the similarities and differences between the logmein central remote control software and the Servicedeskplus MSP asset managment/remote control (NOT DESKTOPCENTRAL) features?
MSP Report
Can someone help me come up with a report that will be able to tell me how long a request has been overdue? I have configured the report but i want an additional column with the information. It should be able to give the data in the following manner: 1. For the completed requests: Completed Time - DueBy Time 2. For the Pending requests: Current Time - DueBy Time The system will perform these small calculations and list the output in the additional column. The MSP details are given below:
Outgoing mail
Syslog message Exception while trying to send notification for the request. The logs see notifications.... m.adventnet.servicedesk.notification.util.NotificationFactory.sendMailNotification(NotificationFactory.java:1308) ... 31 more Caused by: javax.net.ssl.SSLException: java.lang.RuntimeException: Could not generate DH keypair at com.sun.net.ssl.internal.ssl.Alerts.getSSLException(Unknown Source) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.fatal(Unknown Source) at com.sun.net.ssl.internal.ssl.SSLSocketImpl.fatal(Unknown
view account in request and requester list view
It would be nice to have a collum for Account in the request list view. right now we can only see the site. There seam to be a lot of places where seeing the account would be usefull. here are some exemples: - request list view (would also be usefull in problems, changes and projects) - Site List view - Requester search result list view - popup window that shows requester information A feature that is also missing is the possibility to search for an account (either by account
Asset explorer - site issue
Folks, we are testing assetexplorer for one of our clients and it keeps setting the site location to the default site rather than what AD has as the user/asset site. How can we remove this default and force it to use the AD site location? Or just allow us to set the site location manually. thanks, Kathryn
Possibility to print a Job Sheet from within a request
I would like to see an option to be able to print out a Job Sheet from a request so a technicien can get a signature (and validation) from the client when going on site. Supportcenter plus has this feature already and if this could be implemented in SDPMSP that would be awsome. Even better if this could be integrated into the mobile app, then a true paperless process could be implemented. Regards, Alex
Dont find new feature released on SDP MSP 8.3 Build 8309
Hi All, in the new version you announced: "(...) What's new in ServiceDesk Plus - MSP 8309? Enhancements MSPSDP-3539 : Option to hide request history tab from requesters through Self Portal Settings. MSPSDP-6893 : Option to show all the assets present in an account to their Requesters through Self Portal Settings. (...)", but i cant find the 6893. I've looked in all Self Portal Settings and i couldn't located it. The only related item about it was the "Show workstations associated to requester in
MSP 8.3 to 9.0
i see the new features and improvements on service desk plus 9, the question is when have the upgrade to msp 9? thanks
Billing across months
A service request is not billed until it is completed, if I understand correctly. What happens in the following scenario: A client has a prepaid block of 5 hours per month Technician starts work in the middle of one month but doesn't finish until the following month. Technician spent 6 hours in first month and 5 hours in the next.
Agent ID problem
Hi Someone on our department created an image and installed the SDP agent but he didin't delete the agent id, now there are about 50 or 60 machines on diferent sites with same agent id. Is any way to delete the agent id registry key just on the machines with this problem? I tried to uninstall the agent but i dont know which are the machines and even if i uninstall the id remain in the windows registry.
Time Spent report
I need a time spent report that is filtered for a specific department. I need the time summed up for each account. Something like the following. I only want the report to gather time for the client services department. The report should show the total time for each account.
Modify old ticket status from escalated to closed without notifiying
Hello, Someone in our company changed over 100 OLD tickets from closed to escalated over the weekend and now they show up in reporting. I need to change these back to closed without notifying the customer they are attached to? Where in the SQL database does this information live? If I change it in SQL will it notify the customer? I am guessing no. Thanks!!!!
Next Page