LDAP authentication error, incorrectly identifying duplicate when none exists
HI, We're trailing the free version of Service Desk Plus MSP, we've had an issue where we get the following message while adding LDAP authentication to an account Domain Controller with same name already exists. Please provide a different value. After double and triple checking, there absolutely isn't another domain controller with the duplicate settings in the list of all accounts on the LDAP settings page. Any suggestions on how to resolve this? The account is question was deleted and re-added
Lock down the CAB approval stage
Hi is it possible to lock down the CAB approval stage so just the Change Manager is able to approve the change once CAB approval has been recommended regards marcia
Changing the Email fetching settings
Hi, I am not willing to allow automatic logging of new incidents against every email being received as not all of them are related to incident reporting.For example if a Customer sends a query...SDP logs it as an incident and assigns to some account. The automatic incident logging feature is great but I don't want a situation where hundreds of tickets get logged against every email. how to control the behavior of the mail fetching feature?
Subcategories and items cannot be displayed in the request form
I have 3 categories and they are all with their respective sub categories and items. When I create a new ticket, I can select the categories but when I go to sub categories, I am not able to see those sub categories that I have defined earlier. Why is this happening? I have just purchased the 5 user license for standard. Previously in the trial version I was able to select the sub categories and items. Please help urgently
Exception while processing the request.
Hello I am trying out Servicedesk plus for MSPs and i am encountering some issues. When i try to gennerate and app API key for a technichian or create a new service, i get the error: Exception while processing the request.. I then try to create a supportfile but the process never stops - i have waited an hour. I am running the free edition for testing pourpeses on a Debian 7.x x64 backend. Please advice me what to do. Kind regards Frederik Krogh
API to post new conversation
Dear All: any ideas how I can post the conversation for a request through API? Thank you. ChuSoon
Default Timezone and Date Format
Is there a way to change the default timezone so that when we create a new requester they get the correct timezone date and time format without having to go to personalize. We have found this to confuse some users.
ServiceDesk Plus and ServiceDesk Plus MSP features
Hi, Do you plan to add the new features of the problem/change management from ServiceDesk Plus in ServiceDesk Plus MSP? Why ServiceDesk Plus MSP is always behind the ServiceDesk Plus on functionality and frequency of updates/patches?
Servlet API: Account addition failed
Service Desk Plus MSP 8.2 Build 8208 I was able to add accounts using the servlet API, but now am getting the error "Account addition failed". Am sure that I haven't made any changes in the settings.What could be the reason for this issue.Please help me to solve this.Very urgent.thanks
Edit Problem and Change Templates?
Is there a way to edit the Problem and Change templates? I'm using ServiceDeskPlusMSP 8203.
Notication template for reminders?
Hi everyone I'm not quite sure if I'm just unable to find it: Is there a notification template for technician reminders? Default subject line is: : "A Reminder for you" Thanks Helge
Add sites thru Servlet API - not get format for Time zone
Hi, I'm a registered customer but i share this question because i believe is not a easy one. I need to add 900 sites to Service desk Plus MSP, I was able to do it by Servlet API but all without time zone. For all of them all fields are ok but time zone is not set. I need to add them with this time zone: (GMT) Western European Time(Portugal)* Looking at database table i find that this combo box field is a composed field so i try other values: TIMEZONEID GMTOFFSET DISPLAYNAME
notification bell
Hi -- we have recently upgraded our staging environment to 9016 from 8117 and I am interested to know how the notification bell works and what notifications should be displayed in there? I cannot find anything about this in the user guides. Thanks MPServiceDesk
Send asset name in REST API
Hi! Sorry my bad English. I need send asset name in REST API to request, but XML parameter <asset>asset.name</asset> not work. Please help!
Attach file not working
Hi, we are using servicedesk plus on-demand and the ability to add attachments has stopped working for all technicians. The attach file window pops up and you attach file but nothing happens.
upgrade from 32 bit to 64 bit
May i know how to upgrade from 32 bit to 64 bit?
Servicedesk MSP time settings
Hi MSP version 820 on SQL backend The corect timezone settings do not seem to be getting recorded when a request is logged. An hour behind. (We in the UK so use GMT). Is there a global setting somewhere I am missing Thanks Gary
VIP Identification upon request log
I am raising a request to have a visual indicator (similar to the SLA response \ resolve breach) be noted on the requests when a VIP logs a request. I am against using the business rules as per https://forums.manageengine.com/topic/flagging-a-ticket-for-a-vip given the administration around this and propose that within the requester module a check box for VIP is made available so this can be checked or not. If it is and the VIP logs a call, the visual indicator will be available on the request and
Install ServiceDeskPlus-MSP with existing local/remote PostgreSQL instance
Hi Support team, Is it possible to install ServiceDeskPlus-MSP to utilize existing local/remote PostgreSQL instance during installation without the bundled one? If possible, how to achieve it? Thanks, R
Business rule not working
Hi, I have changed the business rule e.g. place on "ABC" group for one of the account but this changed business rule is not working. The request still use the old business rule. Can help on this issue? Thanks!
How do I change a request to a different account?
How do I change a request to a different account? If I edit the request the accounts dropdown is disabled
Requester open ticket on behalf
Can a requester open a ticket on behalf of another requester located at a different site under same account?
ServiceDesk Plus - MSP Build 8211 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8211 What's new in ServiceDesk Plus - MSP build 8211? Issues Fixed MSPSDP-7031 & 7032: Unable to add or modify worklogs for problems and changes in some cases MSPSDP-7034: Scheduled backup failing in some cases after upgrade to 8210 MSPSDP-7035: After scheduled backup runs, application shows 'backup file not found' You can download the product from the following page:http://www.manageengine.com/products/service-desk-msp/download.html
ServiceDesk Plus - MSP Build 8210 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8210 Issues Fixed MSPSDP-6533: Description field for 'Support Group Description' is missing if CMDB is not enabled MSPSDP-6606: If pre-defined CI Types like 'account', 'people' are edited, their additional fields are not displayed MSPSDP-6900: Issues in backup and restore MSPSDP-6926: Requesters are created under MSP account when importing requesters through CSV for a new account MSPSDP-6946: When creating a new
blank column in excel report
Hi There is a blank column when i generate the report in excel format. Is there any way i can remove the blank column?
Migrate from ManageEngine SDP to ManageEngine SDP MSP
Hello, Please I need to migrate from ManageEngine SDP to ManageEngine SDP MSP. I had found once a script that does this, but it doesn't support PostgreSQL which I am using. Is there a script I can use for my setup? Thanks
Email notifications when worklog, task, notes, outgoing mail, updating worklog and tasks, status is resolved are made.
Hi, why does not notification rules > “Send notification to technician(s) when request in this group is updated” include the following type of updates: · Adding note · Adding worklog · Adding task · Outgoing mail · Updating worklog · Updating task · Status resolved The only notifications that are sent out to the technicians in the group selected, are changes being made within the request detail fields. (Example: Impact, urgency, status:
Assign Ticket to site based on To Address
We have created alias email addresses to send to for different sites. We create a lot of the tickets from our MSP email addresses. Is it possible to send an email from our MSP email to abc@ourhelpdesk.com and have it assigned to the ABC site? Then send an email to DEF@ourhelpdesk.com from the same MSP Email address and have it created in the DEF site? This email would be coming from our MSPemail@ourhelpdesk.com email address. Right now it looks like the ticket is created under our MSP site. Thanks,
Reset Email password dont arrived to some requesters
Hello, I use the trial version 8. In some cases, the reset email and the email of creation of password of service desk plus msp don't arrive to inbox(I see the junk too) mail. I tried with emails @live, @empresa.com, etc. Emails with my @mybusiness.com arrived, but of my clients, @gmail, @yahoo, @hotmail dont arrived. Whats is the problem? In the register, show me error for reset: User:administrator trying to reset password lo... Admin - - Error 27/06/2014
SSO problem
Hi, I managed to implement AD authentication, and it is working perfectly. However, for some reason I can not use NTLM to log in automatically from either IE or Firefox browsers. In IE, I added the site url to the trusted Intranet sites, in firefox I used the about:config method to enable NTLM response for the site url. If I open the site url, I'm greeted by the form based login page. (Can log in manually, with my AD credentials.) What could be the problem?
Documentation Typo - Connect to PostgreSQL Server in Windows/Linux
http://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/configure-database.html pgsql.exe should be psql.exe as seen in the images provided just under the incorrect text. I suggest searching through any other documentation maintained by ManageEngine and correcting as necessary. I'm surprised nobody has reported this yet!
project milestone notification
Hi, I ticked the project milestone notification and click save. The changes are not save. The checkbox is not tick.
Need help with account based URL
Hi! Sorry my English. Accout have account based URL, for example, "domain.com/client" If requester from account domain send request, it resieve notification with URL, for example, domain.com/WorkOrder.do?woMode=viewWO&woID=379 . How to make URL look domain.com/client/WorkOrder.do?woMode=viewWO&woID=379 , with account based part of URL ?
Site Documents
Are there any plans to add Site or Account Document storage to ServiceDesk Plus MSP? We have a lot of documentation for our clients and rather than using ServiceDesk Plus MSP for the Tickets/Tasks and another Program to manage the documentation we'd like to do it all in one application. Thanks, Steve
Integration with Quickbooks / Exchange
We've been registered users for almost a year now, renewal is coming up, and honestly, we're looking to see if SDP-MSP is a long term product for us. The price point is definitely attractive for what you get, however, our little IT company has more than doubled in the last 12 months, and (2 to 5 employees) and the extra business on the horizon is making dupicated processes even more burdensome. We'd really like to have one solution that will cover all our needs. This leads me to 2 questions
Avalible technician do not show in support group.
Hello: From my Technician (with filter by the site), I was able to see the technician list. But I can't see the technician name listed in the column "available Technician" during creating the support group. any ideas? thanks.
the change request modules is not exists.
HI All: I install the serviceDesk plus MSP evaluation license. But the "Change" modules is not exists. any ideas or any configuration need to need to be set? Thank you. ChuSoon
How can I update Service Desk Plus-MSP from version 7.6 to the newer version?
Hello, I am currently running Service Desk Plus - MSP version 7.6 build 7606 and I am also using MySQL. When trying to update Service Desk Plus - MSP to version 8 the update failed. I tried to get the version 8 and install it fresh, but when I did there was no option to use MySQL. Is there any way I can update to the newer versions without losing the ability to use MySQL? Thanks for the help.
Schedule unavailability by time
Is there a way to schedule a Technician as unavailable based on the time of day? We have a contract with a client that requires a technician on site daily from 8AM until noon. I'd like to reflect in the schedule that the technician assigned for that day is at the clients during that time. The only option I find for scheduling requires a full day. This is only for 4 hours a day. We also schedule technicians to go to clients days ahead of time for an hour or two and I'd like this to be able to be reflected
Problem while importing the assets : This remote server data is not supported to import in the current central server.
We are using Manage Engine Service Desk Plus MSP 8207 and Asset Explorer 6.1 as Remote AE Server on Site. After we scan on our site and try to "export and push data to central Server" We have an error notification like this Problem in exporting and pushing data to central server. Authentication failed while trying to login in to central server with the credentials provided. Then we try to export data to get a zip file. When we try to import the zip file at our Service Desk Plus it says this error
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