ServiceDesk Plus MSP - version 8.3 - Build - 8301 - Released
Dear User(s) We released SDP MSP - Hotfix Build 8301. Users who are in 8300 can download the service pack from here and upgrade to our latest build (8301). Other users refer the Migration path table available here and upgraded to our latest build 8301. What's new in ServiceDesk Plus - MSP build 8301 ? Enhancements MSPSDP-6561: A technician can create requests for his associated sites[on his own name] from the web interface, API, E-mail command MSPSDP-7203: If a requester is the last person to have
Stop timer missing under action tab
Hi, Can i check is "stop timer" remove from the action tab? I can't see the stop time on action tab. I just update to version 8.3.
iOS Push notifications
New build 8300 is supporting push notifications, and so ios app do. But no one knows how can we configure sdp msp to send this notifications. By default it doesn't send it... Can you help me? in iOS I can't open notifications settings - I tap it, nothing happens.
restore backup
Hi, I have Service Desk Plus - MSP v.8.2 Build 8211 on production VM server running on Win 2008 R2 Std server. I've created a test environment on another serve with the same OS and I install download Service desk plus - MSP from ME website cuz I don't have the old setup file. So new version of SDP - MSP on my terst server.. Now I want to restore production server backup (v.8.2) to my test server (9.0). I went through normal steps of restore but it it wasn't give me successful message and no data
Report based on worklog
I need to track my technicians time by the day. When they have a ticket open for a week for example, they may put 1 hour in the worklog each day before closing the ticket. I want a report that will track the time spent each day and on what tickets. The timespent reports, even modified are very misleading. What seems to happen is when I pull a report, it will show the created date of the ticket and the time spent on the ticket, but in the above example, it will show 5 hours on the ticket open date,
Totale work time for technicians
Hi, we need to track all the time spent by technician (not only against request), and have a complete monthly report of time spent (work and vacancy) for each person, to pass to the payroll office. Is it possible? Which method do you use? Thank you Michael
Reports in Excel
I have exported my report to Excel but the gridlines don't show up. I went to Page Layout and checked the Gridlines to View and Print but it won't do either. It will let me change the sizes on the columns and rows but not add gridlines. Any suggestions
Backup files don't get deleted
Hi everyone, is there an issue with the deletion of old backup files? We have configured SDP MSP Standard 8.3 to retain backups for 7 days and write backups to a custom path. The backup files are written correctly but it seems as if they don't get deleted. Thanks Helge
Debugging E-Mail Parsing?
Hi everyone! Is there any way to determine on which field e-mail parsing fails? Example: In the system log viewer I find: Error in parsing email. | MAIL_FETCHING | Error Probable cause: Exception [ java.lang.NullPointerException ] occurred while parsing email with message id : <7141c14b2f514b83958b80e1aaa2ba34@> , subject : .... Going to process email in normal mode In the serveroutX.txt I find: [10:47:53:436]|[10-21-2014]|[com.adventnet.servicedesk.utils.WOTemplateUtil]|[SEVERE]|[24]|: Exception
How to upgrade database?
I've got troubles with production instance of SDP MSP. It's still running on mysql, but, for a year of runnig, we've restore it once from new install. Right now I run into a performance problem. My server freeze, java uses 100% of processor time and almost all 4GB memory. I can't update 8211 to 8300, because of freezes. I'm looking to reinstall SDP MSP on a new server, but it use mysql database. New install of SDP MSP uses MSSQL or postgr sql. How can I restore my backup to a new server? I want not
Is there a way to stop service desk from auto tracking the time
When a ticket is open, SD MSP starts tracking time. If a ticket comes in late friday and is not touched until Monday, the worklog time entry windows show 48 hours +. I just want a ticket to open, and my techs to be able to actually just log time spent working on this ticket. No need for SD to do that for me. It is inaccurate in our situation. So is there a way to turn that off?
How to move a request from one account to another?
Hi, One of my technicians accidentally created a new requester under the incorrect account. I have since changed the requester's details to reflect their correct account, HOWEVER, the request raised shows up on the wrong customers account. How do I change this? Thanks, Umut
Are you meaningfully using Incident Templates? Advice/discussion needed
We are in the process of replacing SysAid with ServiceDesk (MSP). The employees are used to logging into a portal and filling out tickets without templates. I'm all for using templates if there's an appreciable improvement for the user. If anyone would provide some examples of how they use Incident Templates in a time-saving or user experience improving way, that would be awesome!
Scanned printer shows up as wrong model (RICOH Aficio MP C6000 vs actual MP C5503)
Hey all, A RICOH MP C5503 we have was scanned in by SDP-MSP as a RICOH Aficio MP C6000. I was curious if anyone has run into a similar situation? If so, did you resolve it by manually creating the appropriate model and assigning it? Is this an issue on SDP's side or some strange identifying info on the RICOH itself? Everywhere I look on the printer's web GUI the model is identified as an MP C5503. Thanks
scan/audit on computers at a specific time, not only during a reboot.
I would like to scan / audit on computers at a specific time, not only during a reboot. Of course the agent is installed one the computers with GPO, but I have problem with users who do not shut down computers :)
report for Customer Account - uninstalld and installed programs
Can you help rewrite this query? I would like to select a customer account from the drop down menu Account: and for selected Account execute the report (for all Client compiuters) It would be good to see additional column "Last logged in user" select si.workstationname 'COMPUTER',swl.softwarename 'PROGRAM', LONGTODATE(ah.audittime) 'AUDIT',(Case ao.operationstring when 'Delete' then 'UNINSTALLED' when 'Insert' then 'INSTALLED' when 'Update' then 'CHANGE' end) 'ACTION' from audithistory ah left
'Account is being used by a module - hence unable to delete'
Hi, I'm trying to delete two accounts we no longer use but keep receiving the message above. The sites that are attached to them are the same name as the accounts and I am unable to delete those either as the message is ' cannot delete all the sites in an account. An account should have at east one site associated with it' Can anyone help please? Thanks Robyn Service Desk Manager Optimation Group +64 4 470 5856
Notifications not sent when requester email address contains "noreply"?
Are notifications to technicians not being sent when the requester's email address contains "noreply" or other key words? We have notifications enabled e.g. for new requests and added reponses. These notifications work well except for one account where the requester (in fact: a connected system) is sending its emails from "noreply". We do not get notifications for those events. Other requester's in that same account work well. Thank you in advance (SDP MSP 8.2 Build 8211 Standard Edition on Windows
Default Deaprtments
Hello If I am under the admin tab/Account details and departments and I saw there were some departments there under default settings. I tried to change/add to this, and the only thing I see on the form above it is a save and cancel button. I do not see the department form like under a single site. Is this normal or an error? I have tried 3 browsers. Running Servicedesk MSP Build 8211 Thanks! John Cesarz
New Servicepack (Build 8300)
Hi, I'm trying to download new servicepack build 8300 on this page http://www.manageengine.com/products/service-desk-msp/service-packs-hotfix.html, but get the message "Page not found". Fix it please.
ServiceDesk Plus - MSP 8.3 released!
We are pleased to announce the release of our major version 8.3! In this release, we have focused on integrations and billing: Integration with QuickBooks Integration with CTI More flexibility in billing using Bill Rules Better iPhone app with push notifications and request approvals For a brief overview on these features, visit: http://www.manageengine.com/products/service-desk-msp/whats-new-servicedeskplus-msp-8.3.html Our readme has more details about all major and minor features and bugfixes: http://www.manageengine.com/products/service-desk-msp/readme-8.3.html
asset agent download not work?
Hi, I'm evaluating ServiceDesk Plus MSP, intalled on top of Linux machine. From what I understand so far, there is no way to add an asset manually. in section "Asset Management - Agent Settings" I saw agent download button. But for some reason it didn't work or probably i missed something in configuration which preventing me from download the agent? Please advise
Notify requester when a request is assigned to a technician.
Need new notification "Notify requester when a request is assigned to a technician" If I select "notify requester after request update is made" every time I made a change in request (my tech are using quick update option in request - see img) - every time notification is send. Requesters gets angry ;)) plz help! http://imageshack.com/a/img537/2556/Wy1yxo.png
Deletion of Support Groups
Please follow the instructions below to check what could still be hindering the deletion of the Groups: 1.) Execute the below query to find the exact Group Id of the Group that you want to delete: select qd.queuename"Group Name",qd.queueid"Group ID",sd.name"Site Name" from queuedefinition qd left join sdorganization sd on sd.org_id=qd.siteid order by 3 2.) Replace the Group ID(where it is highlighted) in the below query to find the associations for the Group to the Tasks: select td.taskid"Task ID",td.title"Task
Available Tax Types
In Admin / Account Details / Contract Billing I do not see how to modify name and/or amount of the Available Tax Types. Is this a bug or I am missing something? BTW: I was expecting to see something that could give me a "start date " option so I can schedule in advance the new tax.
ServiceDesk Plus MSP Quick Start Guide.
If you are new to ServiceDesk plus MSP, Please use the attached Quick start guide to understand the basic architecture of the product. Feel free to reach support at sdpmsp@manageengine.com for further queries. Rajah Ganesh, ServiceDesk Plus MSP
2 chart in the dashboard not show the correct informaiton.
Hi: 2 of the bar chart was not showing the correct information. I try check the browser access log, not query was blocked. I also check the WAF, not traffic was blocked. What else i can check? I got 7 Open ticket and some other tickets were closed. But it do not reflected in the bar chart. thanks.
Bugs service request approval?
the requester is able to approval his own request? IS temp3 is not set as service approval.
Limit Technician to set request to a specific status?
Hi All: isn't possible to limit the technician to set the request to "Close" only? (not to resolve). I would like limit the technician not to close the request but set the request to "resolved" once the resolution provided. the request should only closed by user or the system. thanks. ChuSoon
Changing the Email fetching settings
Hi All: My Company IS policy was not allow to use pop(s) or imap(s) to fetch the email. Any third party solution I can have the same feature on this? (auto fetch email) thanks.
notify manager when a request is resolve
I want to make a notification to me when a request is resolved. But i don't know how to setup? Please help me Thanks
Hourly Request Summary per day
Database : MSSQL Query SELECT 'Inbound' "Status", COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=1 THEN 1 ELSE NULL END) '1 AM', COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=2 THEN 1 ELSE NULL END) '2 AM', COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=3 THEN 1 ELSE NULL END) '3 AM', COUNT(CASE WHEN datepart(hh,dateadd(s,createdtime/1000,'1970-01-01 00:00:00'))=4 THEN 1 ELSE NULL END) '4 AM', COUNT(CASE
Can't generate an SSL certificate
Trying to generate an SSL certificate to use POPS or IMAPS, but can't error is C:\ManageEngine\ServiceDeskPlus-MSP>jre\bin\java -cp lib\cert.jar InstallCert sd.delaem-dela.com:80 Loading KeyStore C:\ManageEngine\ServiceDeskPlus-MSP\jre\lib\security\cacerts... Opening connection to sd.delaem-dela.com:80... Starting SSL handshake... Exception in thread "main" java.net.SocketTimeoutException: Read timed out at java.net.SocketInputStream.socketRead0(Native Method) at java.net.SocketInputStream.read(Unknown
Technitian rights not work after update
Hi! After update 82.11 technician sees ALL sites, ALL accounts and ALL requests, and not just the. Please help
how to remove a customer account (but there are active agents SD)?
We finished working with one customer. Unfortunately, we can't uninstall SD agents in the company now. How I must remove the assets assigned to this customer / account (reduces the license Number of Assets) ? How can I delete the account, but to I want to see the history of the requests and works log for this customer account ?
AssetExplorer Agent and problem with Windows Backup / wbadmin
Hello, Do You know this problem with Windows Backup (in my case Windows 2008), wbadmin and "ManageEngine AssetExplorer Agent" ? I had a problem with the our Client. Today we lost a lot of time to analyze and solve the problem. Agent Version 1.0.12 / ServiceDesk MSP 8.2 Build 8211 Look at this: http://social.technet.microsoft.com/Forums/windowsserver/en-US/d50b0136-8e7b-4107-b981-109410d82213/windows-2008-r2-system-state-backup-fails http://techtrailmix.wordpress.com/2013/08/06/case-of-crashing-wbengine-and-system-state-backup/
Problem Worklog report
Database : MSSQL Query : SELECT pr.problemid "Problem ID",max(pr.title) "Subject" ,max(prs.rootcause) "Root Cause",longtodate(max(pr.reportedtime))"Created Time", CONVERT(varchar, sum(ct.timespent/1000) / 3600) + ':' + RIGHT('0' + CONVERT(varchar,sum(ct.timespent/1000) % 3600 / 60), 2) + ':' + RIGHT('0' + CONVERT(varchar, sum(ct.timespent/1000) % 60), 2) "Time Spent in Hrs",max(au.first_name) "Technician" FROM chargestable ct inner join problemtocharge ptc ON ct.chargeid=ptc.chargeid LEFT JOIN problem
SNMP
Running SDP MSP Professional 8211 If the asset discovery will not find/scan an object but the Manageengine MIB browser will, is there anything I can do to make that work?
ME SDP MSP Not able to update task status from tasks list
Hello, In ME SDP, if you go to the Tasks tab of a Request, you can do two things: 1. Update any piece of information, including status, right from the list by clicking on the row column. 2. Tick the checkbox and select an action from the Action drop-down on top In ME SDP MSP both of these are not possible despite that there is a checkbox before each row. So is that a bug or am I missing something? Thank you P.S. I tried this with the online demo.
Application Layer hanging
I have reads the posts, to no avail. I have tried to re-install on 3 different clean 20123 servers. Each time, when I get to startsdp.bat, it hangs on the application layer. The logs seem to indicate request scheme is http an then stop at around 89 percent in that section. I am using stock settings, and the run.bat says I should be able to connect but I cannot. Any ideas? Using 8211 SDP MSP Pro build.
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