Default Request Template options grey out
I previously edited my Default Request template and deleted the Sub category and item options. We are now implementing these in our template however they are greyed out and I don't have the option to add them. They are set on the Technician Template and the requester to view and edit are both selected. Is there a way to make a brand new Default Request Template or does anyone know how to edit this. Thanks
Get Used nodes count
In the license under Help--> License, it shows Used under Purchased assets. You can verify it using the below: Go to Report tab--> New Custom Report Now choose as below and proceed to Report wizard Now, select as following image and run the report to get the data Krishna Bharat ServiceDesk Plus - MSP team
problem with business rules and default requester template
I have a problem. I have set of bussiness rules and it's work ok but i modify the default requester template with which the client generates their requester and now some rules don´t work. it seems the template had not been modified.
Account population
We have a source of record in a sql database for our accounts. Is there a way to auto-populate servicedesk on a continuous basis with that data by using a sql job or something.
Multiple HTTPS Domains/Certificates
I have MSP setup with multiple HTTPS domains - e.g. https://support.abc.com & https://support.xyz.com. I have done a lot of searching, but I can only find instructions how to load 1 SSL certificate into the Keystore. Is it possible to load multiple certificates? Or do I need a multi-domain certificate? If it is possible, can anyone provide instructions on how to set it up? Thanks.
Error with login
Hello, I've service desk MSP for 200 user, and since two week, lot of user have a problem for the connection. The log is flood by : [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: generateNTLMV2Script HttpServletRequest--->https://servicedesk.victorbuckservices.com/DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.authentication.NTLMV2Filter]|[INFO]|[26]|: lurl--->DynamicNotification.do| [15:10:58:290]|[06-08-2015]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[26]|:
Custom view or Drill-Down criteria with relative dates
Hi, I would like to provide our technicians with a view showing all pending requests not updated within the last week. I tried a custom view but a view requires a specific date (e.g. 2015-06-01) and does not allow relative dates (e.g. less than this week) I also tried to use the drill down feature with something like this: DrillDownRequest.do?viewName=OpenSystem&columnNames=LAST_TECH_UPDATE&columnValues=2015-06-01 or DrillDownRequest.do?viewName=OpenSystem&columnNames=LAST_TECH_UPDATE&day=7 but without
Moderator Approval?!
I posted a problem I'm having last week and got the "awaiting moderator approval" message, it's now been a minimum of 72 hours and my post is STILL not available to view in the MSP forum. How long does it take for a moderator to look at a post and allow it to be published?
Blank page after logging in remotely
Hi, I have installed ManageEngine Service Desk+ MSP v8.3 Build 8309 (serving on port 8080) on a MS Windows Server 2008 R2 Build 7601 Service Pack 1 server, using MS SQL Server 2014 as the database. This server is a stand alone server NOT part of a Windows Domain. Active Directory authentication has NOT been enabled, neither has LDAP authentication. All users must log in manually. When I remote desktop to the server in question I can log in and browse around the Service Desk application as normal
Site name instead of SLA name
Hi! Looks like there is a GUI bug, so Site name is displayed instead of SLA name at SLA list (see screenshots).
automatically close alerts from monitoring tools
i have a clients with different tools to monitoring and i like "integrated" or create automation rule when send email to create, and when is down and close when is send email the same device is up. i find a sample similar but is not good because need know namedevice Example https://www.opsgenie.com/docs/alert-creation/automatically-closing-alerts-with-emails thanks
Number of Technicians - Standard version
Hi! Can i buy additional technicians on standard version? For example: standard version permits only 5 technicians. And for all others aspects, standard version fits to my needs. But i have to add 6 technicians. Can i buy a licence for this one ? or pack of technicians ?
Service Desk MSP service won't start
I have tried installing the server twice on brand new 2012R2 each time and each time it's the same. After the application layer loads it just starts with the dots and goes forever. Meanwhile if you view the service you see that it attempted to start but failed. Yes running the run.bat does get the server working but this is a work around. Before I put alot of energy into this I would like to know that it will work as a service as it is supposed to. (I previously tried the Service Desk Plus (non-MSP)
Technician support hierarchy
Query select ad.Org_name"Account",sdo.name "Site", qd.queuename "Group", au.first_name "Technician" from queue_technician qt left join aaauser au on au.user_id=qt.technicianid left join queuedefinition qd on qt.queueid=qd.queueid left join sdorganization sdo on sdo.org_id=qd.siteid left join accountsitemapping asm on asm.siteid=qd.siteid left join accountdefinition ad on ad.org_id=asm.accountid order by 1,2 Krishna Bharat ServiceDesk Plus - MSP team
Modifying Requester Detail Field
Hi, Not sure if this question has been asked before, but seem I cannot find it on forum's archive. How do I edit or modifying requester detail field on incident template? Please see below image for detail: Thanks,
Log Files - Web Server
Does ServiceDesk Plus MSP create daily log files of inbound web traffic? If not is there an option to turn this feature on? Thanks
Custom Report not working
I am trying to create a report that calculates "travel time" start and end. This is a custom field added to a work log. I want to calculate the sum of this column but cannot see and option. here is my query can anyone help? SELECT rctd.FIRST_NAME "Time Spent Technician",wo.WORKORDERID "Request ID",ct.CREATEDTIME "Time Spent Created Time",rctd.FIRST_NAME "Time Spent Technician",aau.FIRST_NAME "Requester",wo.COMPLETEDTIME "Completed Time",ct.TIMESPENT "Time Spent",ct.TOTAL_CHARGE "Time Spent Total_Charge",wlf.UDF_DATE1
Mail Fetching STOPPED
Every now and then on our instance of Service Desk Plus MSP the mail fetching decides to stop and we need to manually go back in and restart it. This has happened a couple of times now and can mean tickets go unnoticed until someone realises the service has stopped.
pass-through authentication for two domain
Hi I have a 2 domain in my local area network Configured authorization means the active directory If it possible to configure pass-through authentication for the two domains at the same time? If possible, how to do it? thanks
Import Requests
I am running SDP Plus MSP version 8.3 build 8303 When I import Requests via a spreadsheet, it adds the requester again even though they are already in the database... How can I prevent this? Does it check to see if the requester already exists? and if so, what does it use to match against?
New report with IP Address
Dear, we need new query report for all assets details with IP Address. Regards, Sharif Masarweh
Waiting over 24 hours for moderator approval...?!
My post "Report on open requests by age" has been awaiting moderator approval for over 24 hours. What gives? This is not a difficult, complex, or otherwise controversial posting that shouldn't require more than 15 seconds to determine that the post is legitimate and not in need of censorship. The insistence on moderating all posts (if only those made by new users) is reasonable, but not when there is clearly no regular and timely effort being made to approve new posts. I can understand waiting a
General slowness in basic operations
Hi ME Team, Id like to report you an issue of general slowness in SDP. Sometimes it gets son slow that its necessary to reboot it. From the tab support, i identified that regarding the "count number", it takes almos 1,5 minute to index the table "NotificationToDesc", which is a lot. Table Name Count Time Taken (ms) NotificationToDesc 310330 89500 Notification_Recipients 1330703 8016 Arc_Notify_Recipients 1739308 7282 Both SDP server and MSSQL server have 4Gbs RAM and are VM servers of 4 core duo
Need a method of printing selected Solutions in v9
I am using Solutions to keep a vast amount of "how too" documentation. I would like to make a hard copy of selected Solutions from time to time to keep on hand for DR purposes. I see Solutions is not available as an entity for creating a custom report. Any ideas on how to do this please?
Account import - account additional fields
Good morning, I am working on importing Accounts into the system via a standard .CSV file. The file imports, generates the Accounts, as well as the default site name. Unfortunately, it will NOT import the 'Account additonal fields' that have been mapped. Each field is mapped for import, but are never included in the Account additional fields. It shows all records were imported, with no error message...but my 'additional' data is missing. Any ideas or suggestions would be greatly appreciated! Thanks,
I can't see client list
When I try to see client list, I get that error message: Error has ocurred during response. Please view the error window for more details. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: javax.servlet.jsp.JspException: com.adventnet.persistence.DataAccessException: Specified row <ACColumnConfiguration CONFIGNAME="RequesterView" COLUMNINDEX="null" COLUMNALIAS="FIRSTNAME"
block hours contract billing
Is it possible to set up a billing method for Block contract hours? We have quite a few clients that purchase time in blocks of hours and work is done against that time until it's used up and they can then purchase more. I don't see any way to wrangle the current system to support something like this. If you know of a way, please let me know. Thanks.
Dashboard
I see an option to get dashboard stats by Account. Is there a way to get Dashboard stats by Support Group? We have different departments that handle different problems. They each have different managers and it would be helpful for them to be able to see stats that apply to their group only. Also, can the dashboard be customized?
Allow for dynamic assignment based on "current user"
I want my techs to log basic, repeated requests with minimum field selections required. To that end, an Incident template should allow me to choose to assign the incident to "Current logged on user" rather that the fixed list currently in use. The round robin and load balancing options aren't suitable, I want each technician to have incidents they log to be assigned to them automatically.
I'm missing the "new project" button
I've logged into the demo Enterprise edition, as all 4 account options. The "new project" button, and the entry in the quick actions drop down are nowhere to be found. Make it tricky to evaluate the projects module!
ServiceDesk Randomly Stops Working
Our instance of ServiceDesk Plus MSP keeps randomly going down, the service desk isnt accessible via its URL and the only way to resolve the problem is to either shutdown the service and restart it or to restart the server it is running on. Can someone please help as this is becoming a recurring issue and something must obviously be wrong.
Allow for notification using Last update field, with dynamic dates
Very simple. If a task has been assigned to a tech, acknowledged, and then suites idle for 4 days, I want to know. But no notification rules allow for this. Using SLA escalations also is to rigid, they only fire on response and closure times, not "idle for xx days". Yes, I know that there is a dashboard for Approaching SLA breach, but this is locked down, and only shows me when the request is 3 hours from violation...yikes, can i get MORE TIME? This report also does not appear in the report templates,
Report using Last Update date
I am trying to run this report however I get the error "only select statements can be used". Can you please help? SELECT ti.FIRST_NAME "Technician",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",cd.CATEGORYNAME "Category",ti.FIRST_NAME "Technician",sdo.NAME "Site",longtodate(wos.LAST_TECH_UPDATE) "Last Update Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID
Why doesn't anyone approve new posts
My 4th post, after two weeks, no one has approved and submitted any.
Backup or Secondary Technician
Is it possible to have more than one technician configured on a ticket as a secondary technician? The secondary technician will receive all of the same updates as the primary so someone can "watch" a ticket. I would expect the secondary technician to receive all of the same notifications as the primary.
Secondary technician
Hello, Is there a way to configure a secondary technician for a request? The goal of this is so that someone can "watch" a request and also get the same notifications the primary technician will get. In order to differentiate, you can either have a different view or a marker that says 1st or 2nd. Trent
What are the consequences of turning a requester into an Account Manager?
I would like to know what changes when a requester has the Account Manager box checked.
Contract with this account has expired
We have one account that the tickets are all lined out and the subject appears above every ticket. I've been into the Contract Billing section of the Admin interface but there is not a Contract listed for this client. How do we fix this? Thanks, Steve
Email..
ettings saved successfully. But an error occurred while trying to check connection with mail server - Authentication Failed using the given username and password.
ServiceDesk Plus MSP - version 8.3 - Build - 8309 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8309. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8309). Other users refer the Migration path table available here and upgraded to our latest build 8309. You can also know the issues fixed and enhancements from our Read me . 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
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