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
track usage/billing by blocks of hours
Is it possible to track billing by blocks of hours rather than charge per hour or per request? We have customers that purchase blocks of support hours (10, 20, 30, etc) and I can't seem to find a way to tweak the current system to support this billing method. Thanks!
Project Worklog Report per Technician
Howdy, I'm looking for a weekly report that I can run on SDP + PGSQL. I looking for a daily breakdown of worklogs per technician so I can see what work has been achieved this week. Accounts and tasks would be a bonus. Thanks Greg.
Requests outside contract
Is it possible for a specific Account to exclude some requests from contract billing? Let me give an example. There is an account which has a contract only for server support but we also support users. So, we need the use a prepaid contract for server support requests but to charge per request for user Support incidents. Furthermore, we have accounts with two different support contracts. One of networking issues and one for systems issues. Is it possible to assign 2 different contracts to an account
Link between Projects and Incidents
Hi all, We would like to keep track of communication and incidents that occur during a project and I was wondering if its possible to link Incidents to Projects. We would also like to automatically store all relative correspondence inside a project's properties just like it happens in a regular incident. Thank you
Is ServiceDesk MSP supported on Windows Server 2012?
I could not see Windows Server 2012 listed as a supported OS in the Admin guide.
Issue with auto site association when setting up support group email id
Hello, I have an issue with SDP MSP related to automatically setting some key fields values. I have created multiple support groups and for each I designated unique Group email ID which is an alias of email account used to fetch the email messages. The goal is to automatically set the WO's Support Group. Along to this, I enabled auto-assign technicians in order to assign techs according to their Support Groups. At the same time, I have multiple accounts with respective site(s), and for each account,
Does the ServiceDesk MSP supports an upgrade from a mssql 2008 R2 database to a 2014 version?
Hi all, Does the ServiceDesk MSP supports an upgrade from a mssql 2008 R2 database to a 2014 version? Thx Miguel
High Availability solution issue
Hi SDP Team, In my company a High Availability solution is being studied for our SDP MSP Enterprise. I come across in your online kbase for the following solution published on http://kbase.servicedeskplusmsp.com/faq/admin/configuration/failover-configuration.html that explains the procedure to setup 'High Availability' for ServiceDesk Plus – MSP and how to switch to a standby server when the production server fails. Considering your solution and this document I have a few questions related to it,
Requests on Working Days Only
Hi Is it possible to write a report that counts the numbers of requests raised on working days only? i.e. weekends and holidays are excluded? Thanks Chris
Searching attachments and emails
Is there a way to search emails and attachments associated with tickets? Many times we need to find a tick that was closed months earlier, We remember some key words but they may not be in the subject, description, or solution. They are most likely in an email or attachment associated with the ticket. Is there a way to make the search function search everything dealing with tickets? (Emails, Attachments, subject, description, solution) Thanks, Steve
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Support for relationships between sites?
I have set up a multi-site account (5 sites) with switches and other assets at each site. MSP is not letting me add a relationship between switches if they are in different sites. I got around the problem by temporarily putting all the switches in the same site, creating the relationships, and move them back to the appropriate sites. The relationships DO stay, however this is a time wasting effort. Is there something I am missing or is this a bug? Thanks. edit: We are on 8.3 Build 8308
SDP 8.3 Build 8307 creating new requester even though one already exists
Came across an odd bug/error/something today. All of our requesters are imported from AD. I created a request via Quick Create. I typed in the users name and selected them. The account/site were filled in automatically as I tabbed down to the subject and description fields and filled in both. I then click Add More Details, selected a group, a priority and a category and clicked Submit request. The request was created and all seemed fine. A while later we got a call from the user wanting to know if
"Send notification to group technician(s)..." option in support groups doesn' save
"Send notification to group technician(s)..." option in support groups doesn' save. I set all 3 checkboxes in suppoort group. Fill string "Notify to" (choose technicians from list). Then press save button. System says me "SUCCESS :Group details updated successfully" . But in fact nothing saved. If i enter the defined group again - there is empty checkboxes. And notice not send also. And in notification rules if i choose checkboxes on group notification there's also no send emails with notification.
Account status - additional field
Dear, I would like to know how can I block opening requests for selective account.. I would suggest to have "Account Status" field where if this option is defined as blocked or inactive... no tickets will be opened for this customer .. or at least pop up message will appear to warn the user on this.! Thank you.
Change Search Order
When adding the requester to a new incident my tech's usually click on the icon to bring up the "Search Requester List" screen. If you enter a requesters last name in the input field and click "Go" the search function quickly finds the requesters. However if they click on any of the alphabet/letter icons it searches the requesters by first name. Is there a way to change the function of the alphabet/letter icons to use the "last name" field. First names are more common than last names and returns
Email after logging a ticket
Hi there I noticed that if I log a ticket myself in the SDP MSP website, an email gets sent to every member in my team except for myself. Any reason why I am excluded from this? I need to also get that email. If my colleagues log a ticket, I do get an email informing me of the new ticket, just not the ones I create myself.
Is it possible to avoid notifying techs when a ticket is created by a tech?
Greetings, We've run into some help desk notification noise created by our notifications rules. We have the following notifications: Alert the following technican(s) by e-mail when a new request is created. Alert technician by e-mail when a request is assigned. Alert(or Notify) technician by e-mail when there is a new reply from the requester. Send e-mail to technician when the request is reopened by the user. Alert group members by e-mail when a request is left unpicked in a group. Things
Maxed out asset licence count without showing assets
We recently increased our asset licence count to 550 and have used up slightly over 235 of these, however the "About" tab shows 546 licences have been used? Where did these licences go? Regards, Wayne
Moving site to a different account
We provide service for apartment/condo buildings and it's a common situation when site could switch the management company (account who pays us money) so I need to change an account name in ServiceDesk. How to do that?
Is there a way too?
Some sort of option or function to give the customer a free 30 minutes and count it in the costs. Example: Customer had two hours work done on a ticket from a technician which cost €10 per hour but it wont cost the customer €20 because the first 30 minutes were free so the costs need to be modified to that criteria of 1 hour and 30 minutes. If anyone Could help Thx. :) Have a nice day
Release mgmt
I have tried ME SDP and I can say, it’s very easy usable and powerful tool for managing ITSM processes, but I don’t understand some issues. What I really miss is Release mgmt. I understand RM as a last step in deployment of the planned changes. Never mind. I’ve tried to use Project instead of RM. But I really don’t understand, why I can assign more requests to one project, but it isn’t possible to do it with changes. It is a little bit illogical (for me). Each project can have more than one change.
View Ticket
Hi all I'm new to this system and am having trouble with something. When clients write us an email, a ticket is logged in SDP MSP, and they get an automatic reply sent back saying "thanks for contacting us, we'll call you soon, your ticket number is xyz". At the end of this message there is a hyperlink to 'View Ticket', but right now the URL that loads when you click it isn't accessible unless your computer is in our office network. Our clients are all external so it's not working for any of them.
Create separate templates/subcategories based on group
We have several software products that we support. They are supported by different groups in our organization. The support that each group is very different. For example, support may troubleshoot issues with the product but the implementation team would only deal with tasks/issues around implementation. We want to restrict the list presented to each department so they don't each see a big long list of subcategories that don't apply to their department. Is there a way to do this? Is there a way
Remove login from requester
Hi everyone! How can I remove a login from a requester? I don't like deleting the requester as a whole so I just want to remove his login. Thanks and greetings Helge
Scheduled Asset Scans
Hello A couple questions: 1. Under audit settings,and setting the scheduled scan, does that trigger the domain scan or just the network scan? 2. If you use the domain scan, you can only dump them into 1 site. I like the idea of the domain scan and could use groups to separate them but can you report and filter by groups? I did not see that option. Just trying to get a handle on the asset scanning. Running Servicedesk Plus MSP Standard build 8211.
make "add work log" a default on resolution templates
Is there any way to do this? It would seem that if you can require a worklog in order to resolve/close a ticket, you shouldn't have to check the box when going to the resolution tab. It should be assumed at that point.
ServiceDesk Plus MSP - version 8.3 - Build - 8308 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8308 Users who are in 8300 can download the service pack from here and upgrade to our latest build 8308. Other users refer the Migration path table available here and upgrade to our latest build 8308. What's new in ServiceDesk Plus - MSP 8308? Enhancements MSPSDP-7108 : Earlier users included in the 'Email Id(s) to Notify' field will be included for Request Acknowledgement, Resolved, Closed notifications. But for
Items
How is everyone utilizing the "items" feature. I see that I can add to the items list, but I'm not quite sure of the purpose of it.
Want a empty space as default setting for Empty fields in Reports
WIthin reports of SDP-MSP, there is a custom setting to allow you to pick whatever value you would like for empty fields. However, the one logical value one would want, you cannot do....at least not with the version I am using which is 8106...yes, I know, old. There HAS to be a way to put a blank space in the column if there is no value. Can someone give me some ideas of what to try? I do not want "Empty" or "Blank" or "none" or "Null"...I want "". Thanks MIke
Installation Requirements - MySQL 4.1.18?
I looked into ServiceDeskPlus MSP installation requirements and it's says MySQL 4.1.18, IE 7,8,9 and Firefox 3.6-10?! That looks pretty dated to me, did you forget to update your installation manual by any chance?
Migrating from SDP OnDemand to SDP MSP?
If I ever decide to move from SDP OnDemand to full SDP MSP version will be able to migrate data as well?
Upgrade from MSP 8.0.0 Build 8009
Can someone please tell me how do i upgrade from MSP 8.0.0 Build 8009 to the latest version? I have tried upgrading to ManageEngine_ServiceDesk_Plus_8_0_0_SP-0_27_0 and i keep on getting error occurred. Please help. Thank You
SDP Notifications Ignore Font Setting
Hi, I have all my notifications set using the Verdana font from the notification web editor. Format type is set to HTML. However, any content variable (ie. $Description, $Title, etc.) reverts to a Times New Roman font. The rest of the notification will pickup and use the verdana font correctly. It makes for an odd-looking notification. Any ideas on how I can fix this? Or why the font is not being applied correctly?
Account details: how to view them ?
Hi, I noticed that when I logon as technician, role "SDCo-ordinator", I cannot see the Account details tab inside a request. Instead if I logon as administrator, I see it. What I need to show it to all techs ? Best regards, Simone
Auto refresh dashboard
May i know how can i configure to auto refresh the dashboard?
adding an account to tasks or task worklogs
The question pretty much says it all. Is there any way to add an account field to tasks? If not, how do you use Servicedesk MSP to track time for an account outside of doing something for a user? For instance, let's say you create a task for someone to fix a server side issue or error you're having for an account. How do you track that and report on it? Thanks.
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