ServiceDesk Plus - MSP Build 8209 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8209 Issues Fixed MSPSDP-6461: Notification is not re-sent on contract expiry even if the contract is edited MSPSDP-6705: Work log description is not available in request print preview MSPSDP-6732: Error when clicking on assets icon to assign asset in requests MSPSDP-6781: IP Address field is made not mandatory for assets MSPSDP-6811: CSV Import on a new CI type with site field fails in some cases MSPSDP-6815: If
JIRA Integration with ServiceDesk Plus MSP
Hi. Is it possible to integrate requests creation/updates from ServiceDesk Plus MSP with JIRA. I note that ServiceDesk Plus has this functionality using the External Action Plugin, does the same functionality exist for MSP? Thanks in advance. Chris
CSV Files for Service Desk Plus MSP
Hi Apologies if this is a stupid question - but I want to import Accounts into Service Desk MSP - but I can't find a sample CSV file to do this with? Is there somewhere they can be downloaded? Thanks Paul
Notification email, send to account manager as well as requestor
Hi, I am looking for a way of having an account requestor receive the request notification email when one of their requestors creates a ticket. basically i have 1 requestor who can view all the requests for their account. I want that requestor to receive an email when any other requestor on that account creates a request. Regards Gavin
What happens when ServiceDesk plus msp license expires?
Hi, We are planning on purchasing an annual license for servicedesk plus msp. But what happens when ServiceDesk license expires? What features do we lose? or does the application becomes inaccessible anymore? Thanks
Resource Scheduling
Dashboard Resource Scheduler I would like to suggest that a feature be created that will allow for scheduling the use of an asset i.e. Projector, Tablet, Laptop etc. It would allow IT to track the usage of specific equipment and the person using. This is different than assets a persons permanently assigned equipment. As an example a person needs to use a conference room and a projector for a presentation, they log into the dashboard and instead of opening a ticket the choose a defined asset and
IE 10 compatibility
May i know is version 8.2 compatible with IE 10? This is what i see on the drop down list.
Disable "New Incident" button from SD MSP Multilanguage 8.1 build 8100
Hi, We need to disable this button in order to force the end user to open tickets through the Service Catalog. We have many tech groups and we need to route the cases using the SC to auto-assign the cases to the appropiate resource. Please, let me know how can I disable this button. This is something critical for our operation. Thanks in advance, Juan
Multiple date filter in report
Can I have multiple date filter in the report? I would like to filter by resolved time and completed time
New ServiceDesk Plus install - Default login accounts do not work
Hi It could be me being stupid, but having installed ServiceDeskPlus according to the installation guide, I get the login screen however the default login details do not work. It just says Username or Password is incorrect. Any ideas? Regards Liam
Blank screen
I have encounter the issue twice today. Can i know how this will happen? Is there anyway to prevent this happen? Thanks.
Timer in request detail
Is there anyway that the technician can see the timer in the request? Currently the technician doesn't know how much time left after start the timer from on hold status.
Change mode via business rules
Hello, how can I change a mode via business rules? What I want to do is really simple - every request that was created from e-mail should have "E-mail" as mode. How can I do that? Thank you.
Managing default Support Groups (formerly Technician Groups) that have been propagated through all sites in all accounts.
Build 8206: When saving an MSP Support Group for "All Acounts" and "Default Settings", the group is propagated to all sites (so if we have several hundred sites in 13 accounts we get several hundred new groups). First question is this: In build 8206, if I continue to manage the technicians in the default settings groups from the "Support Groups" screens, are those changes propagated through all the site groups that were originally created? Second Question: We also have some old MSP groups (previously
Resolved Time in request report
Hi, May I know how can I get the resolved time in the request report. I'm using new custom report and select resolved time and complete time but resolved time always blank. Is this the correct logic?
Enhancements 8207
Is it possible to disable the Request status scheduler option? MSPSDP-6812: Option to schedule a status change from on-hold to in-progress through on-hold schedule Thankyou
Update/Edit My Summary Tab
We are running into a SERIOUS problem where our technicians are missing Requests. We assign the requests to their group with the intent someone in their group will take ownership of the request by "Pick up" but they are not. So, I am looking at various ways I can resolve this problem. The best way I can think is changing the My Summary view and including requests that have been assigned to the technician's group as well as directly to the Technician. Is this possible? Can I modify the My Summary
Unchecking "Requester can Set" and Checking "Requester can View" removes field from Requester View in Service Catalog Service Template
When I create a service in the Service Catalog, I can modify the Service Request template in the Form Designer. However, when I add a standard Service Field (such as "Request Type" to the template in the Form Designer, leave the "Mandatory Field" and "Requester can Set" unchecked, the field is removed from the Requester View. If I then move the desired field back into the form in the Requester View, both "Requester can Set" and "Requester can View" are checked. If I uncheck "Requester can Set",
Filter Report by custom Account Field
Hi - I have decided to not use contract billing in SDP MSP at this time. Instead, I run a report on the first of the month for the previous month's work log. I have added an additional Pick List Account field to set billing type for an account, and would like to modify the report query to filter the report and only show accounts with a specific account type. I've found the fields in actablecolumns (ATTRIBUTE_301) but not sure how to add the additional WHERE to filter on this field in the following
Clone technician
Hi, Can we have clone function for the technician? We are manage quite a lot of accounts and sites. It will be more convenience to clone the technician and change the necessary information instead of associate the account, site and group manually. Thanks.
How to assign an SLA to all accounts?
Hi, Is there a way to setup an SLA that applies to ALL accounts? It seems if I don't individually select an account and create its own SLA, when a request is created for that account, an SLA is not applied to it. Hope that make sense. Thanks, Umut
Anonymous Requester?
Is there a way to generate a notification when an email request comes in for a requester that is not defined as an account or MSP Requestor? It looks like the request currently gets put in the queue and somebody manually needs to deal with it. We would like to be able to log marketing/sales requests which could come from any address/domain. If the MSP business rules were executed for a nonexistent requester we could parse and act accordingly. We don't want to login and manually check the Request
Technicians logging requests for Accounts/Sites
Hi, We are starting to use SDP-MSP 8.2 build 8201 and have a query about technicians logging requests. All technicians are set up on the default technicians list and have appropriate permissions to create/edit requests. They can create a new request, select themselves from the requester list, select the appropriate account/site and populate the request, but when they try to save that request there is a pop-up saying that the requester does not exist and offering to create one (see attached "pop-up.png").
Requester Creating Tickets on Behalf of another Site.
We provide Manage NOC services for small to medium ISPs. Some of their locations we have as sites do not have people residing in them. They might me remote data centers, cable headends or central offices. The actual customer that we communicate with may reside in a different site in the city, etc.. Currently, in ServiceDesk Plus MSP, this remote requester can not open up a request on behalf of the other site because the product does not allow the requester to select another site under his/her
ServiceDesk Plus MSP 8207 Released
Dear User(s), We are pleased to announce the release of ServiceDesk Plus - MSP Build 8207 What's new in ServiceDesk Plus - MSP build 8207?Enhancements made Account Manager: Able to view all requests,problems,changes and assets created in his account Option to schedule or run reports Option to create custom filter for viewing requests MSPSDP-2980: Worklog description field size increased MSPSDP-5142: MSP address and Account address are included in the billing report MSPSDP-6768: Option to disable
Zero dollar bills
Hello, I've assigned a billing contract to an account, made a request, booked time against it, and clicked to generate a manual bill. The bill is all zero's. Same if I add a manual cost to a request, and generate an ad-hoc bill. Why is this happening? :(
Servicedesk Plus vs Servicedesk MSP future
I'm using Plus version with some enhancement to be able to support customers (requesters) that are outside our company. MSP version would be more suitable for us we can say as ITIL based but it's way behind Plus version we can say. As a example we would need billing feature but as MSP is today and future enhancements which are taking to much time we stick with Plus as a Ticket system and unable to use it for everything we would be doing. Will MSP be at same level as Plus regarding enhancements and
New requesters fall on deaf ears
I'm having a problem with my SDP MSP installation (8.2 Build 8206). When a new requester (i.e.: someone not in the Requesters list, and their domain is not associated with any account) sends an email in to my support email address, the request shows up, but there are no email notifications sent out for it (to the Requester, or to the Technician). This is either a terrible flaw in the design of the system, or I am missing a setting somewhere. How are people with @gmail.com or @yahoo.com emails supposed
SDP MSP not affected by Heartbleed
Hi Users, Heartbleed is a vulnerability detected in OpenSSL. The details can be seen here. ServiceDesk Plus MSP will not be affected by this vulnerability as we do not use OpenSSL in the product. The default certificate is generated using the java keytool and not OpenSSL. So customers need not worry regarding this vulnerability. Please get back to us for further assistance at sdpmsp@manageengine.com. We will be glad to assist you. Thanks for your understanding Santhosh ManageEngine ServiceDesk Plus
Report view permision
May I know how to change the report view permission from private to public. I'm using SDAdmin role but I still can't see any report which set at private from other user. Thanks.
assign IT and Non IT assets to each region
hi how r u? I need to assign assets to each region so the assigned technician only can edit in his asset by other means I need to assign technician for each region and this technician is the only one who can add and edit and delete the assets like servers and workstation for his region
Manage report folder permission
Hi, I would like to delete the report folder which created by another user but the user longer in with the company. I would like to delete the report folder which no report in the folder. I have try to delete but error happen said that the report folder cannot be delete. Thanks.
Allow Requester to Approve Change Requests
Hi, Is it possible to allow Requesters to see and approve change requests for there site? We have it where we raise a request internally which we then go through CAB and need the Site contact to also approve the request. We see they can be part of the CAB but when they log in they dont seem to have changes available to them. Many thanks
Gantt Chart report
May I know how can to create Gantt Chart report in excel or PDF format?
Replys sent from SDP-MSP
Hi. We have some issues with replys being sent from MSP, for some reason emails get "Support" added to sender name. I cant find any way to get rid of that or change it to something usefull? For example : ACME - Support <servicedesk@acme.com> should be ACME - IT Servicedesk <servicedesk@acme.com> Best regards Robert
Disable Reply for requesters
Hi, is it possible to hide the "reply" button for requesters from the self-service portal? Thanks, Helge
Servicedesk Plus MSP app for Android
Hi I cant seem to find the app for android, for Servicedesk Plus MSP. Is there one?
contract view
Hi, we are evaluating Servicedesk Plus for MSP. Is there any possibility for a requester to view it's account / site contracts ? It would be nice to have a requester rights section. Did I miss it or does not exist ? Thanks
How to view technicians in requester list
I was wondering how to see the technicians in the requester list. I saw how to do it in ServiceDesk Plus, but I don't see the same option in MSP. Any help will be appreciated.
On Stop Alert
Is there a way to alert, and if not could one be introduced, whereby if a contract is expired when a request is logged manually by typing in the requester name, a prompt is displayed to advise that there is no current support agreement?
Next Page