Notify requester when a request is assigned to a technician.
Can't find an option in Email notifications "Notify requester when a request is assigned to a technician" Please help
Updating SDP-MSP from build 8201 to build 8206
I am attempting to migrate/update from SDP-MSP v8.2 build 8201 to v8.2 build 8206, but when I start the service pack install I immediately get the following error: "The system cannot find the file: "C:\ManageEngine\ServiceDeskPlus-MSP\UPDATEMANAGER\..\mysql\bin\mysqld-nt" (see attached screenshot please) and then after a few minutes the installer finishes and says "Failed to start MySQL". Upon restarting the system, SDP-MSP remains at v8.2 build 8201. Could someone please provide me with some help
Report for Contracts module
Hey Guys, I have been fighting the query tool. I am attempting to extract a report that contains contracts by name that are about to expire, I was going to use a 60-90 day lead time to catch them before they expire. It seems the date info is stored as an integer that looks like came from LONGDATE. I cant seem to convert it back?? I keep getting data truncation errors. Any help is greatly appreciated. Thanks
Change recommended - Alert optional technician
Hi! As a Change Manager I need to know when is Change is recommended by a CAB since I then open the Change and read the full content before Approving/Denying it, Most of the time I'm not the owner of the Change and thus the current option to mail the technician that owns the Change is of no use to me. Could you implement the option "Alert the following technicians by e-mail..." for when a Change is recommended, and not just for when the Change is created or closed? As it is now I need to check the
Requestors
I have the Service Desk Plus and requestors are loaded into the software via the active directory. However when a user is deleted from the active directory it does not remove them from the Service Desk Plus requestor list. IS there a fix for this problem?
How does SDP MSP determine the mode for requests via email?
Hi everybody, does anybody know how SDP determines which mode to set for requests created through incoming email? I assumed it would be a business rule or a configuration setting in the email section but didn't find anything useful. Thanks, Helge
ManageEngine Plus Servicedesk Outbound emails issue
Dear Geeks, I am facing an issue with respect to auto reply of ManageEngine Service Desk. internal emails (from same domain) are working fine and replies are being received where as external emails are not receiving auto replies . I had verified that there is no such limitation or configuration installed on exchange end. Any help regarding thiswould be highly appreciated.
Custom Report with additional account fields
Hi All we are starting to use Contract Billing with Service Plans and I have some questions regarding reporting and billing dates 1 - If I create a service plan with a billing cycle of "yearly" (with an allowance of say 100 hours) and then create a billing contract using this service plan and select a billing data of eg 1st then when should I expect that the bills should be sent out. Does the fact that the service is plan is yearly mean that only one bill a year will be sent out 2 - Is it possible
using desktop central to to create a service requies.
Most if not all of our users are using the "Send Request to Help Desk" in Desktop Central. However this leaves gaps in the request. two are Priority and DueBy Date. Is there some way to modify this or replace it with link to open their service service portal with user name and password supplied tacking them to the enter new request. Maybe others have resolved this in a different fashion and would be willing to share?
Remote Site integration / install
Hi there, I haven't downloaded nor implemented ME SD MSP so far... as I am tring to understand the Setup in general for ME SD MSP. So in our case we have "x" amount of customers, so we are installing ME SD MSP on our Network *PLUS* ME SD MSP on our customer network... or how do we obtain Access to our customers network / assets. Thank you in advance for your help / clarification. Kind regards, Alexander
Approved Change - Set Status Automatically
Hi! Once a CAB has Recommended a change and I as Change Manager Approve (or Deny) the Change I would like the Status to be set as Approved (or Rejected) automatically. Is this something you could look at and when could it be implemented? I currently have to put alot of manual work into changing Status of Changes. Regards, Nicklas Renstrom
Changes - Last update time
Is it possible to get the column "Last Update Time" when viewing Changes just as it exists for Requests? It would be a great feature for me to be able to see the last time someone did anything (note/notification/schedule change/edited info etc) directly as I list all Changes. Regards, Nicklas Renstrom
Exporting various pieces of info from ServiceDesk Plus
Hello, Is there a way to export data for the following: -Accounts -Sites -Requestors -Technicians We need to enter this information into some of our new systems for company reporting. Thanks.
Latest Public Notes query report
I have the following query report which runs fine, however I want to remove the column "Last Notification Date", but I can't figure out what needs to stay and what needs to be removed just to get rid of that column. SELECT max(ad.ORG_NAME) "Account", max(wo.WORKORDERID) "Request ID", max(aau.FIRST_NAME) "Requester", max(cd.CATEGORYNAME) "Category", max(scd.NAME) "Subcategory", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Technician", max(std.STATUSNAME) "Request Status", longtodate(max(nt.NOTIFICATIONDATE))'Last
E-Mail command
I have some questions about the e-mail commands. When I use @XXXX@ in the subject, after parsing this is delete from the subject. When I use @@status=xxx@@ then he doens't delete this from the body. Is this normal. When I use the @@resolution=XXX@@ he just give me a link to the template and doesn't show the text of the template in the resolution. Is this normal.
Worklogs in 8203
We use MESD Plus - MSP and have identified some issues with the worklogs that I would like to raise and see if anyone is experiencing the same thing or has any ideas: When opening the worklogs tab, this takes a long time to display the existing worklogs ~ 10 seconds. Once you have opened the worklogs tab these load in an acceptable time frame assuming you stay on the request. if you navigate away to another request and then re-open the original, the delay when opening the worklogs still occurs -
Manage Engine MSP Report on Calls by Resolved Time per Customer Per Month
We are wanting to produce a report on the number a calls a specific customer closes per month but instead of using the default field Closed Time (Which I still want to include in the report) I want to add the Time a call was Resolved. Requirements Need the Reports to be shown for a specific Customer, To show CallID, Requester, Subject, Created Date, Resolved Time Closed Time Grouped by Priority and Sorted by Resolved Time. Do you have a query that will be able to assist me with this.
Report error - javax.imageio.IIOException: Error reading PNG metadata
Hi The first time I run a report I get no error and the report outputs correctly however if i then go to run another report or the same one i get the 'javax.imageio.IIOException: Error reading PNG metadata ' error. If i go and restart the SDP-MSP service i can successfully run the report but then any subsequent reports will give the 'javax.imageio.IIOException: Error reading PNG metadata ' error again. Many thanks, Matt
Additional Fields for each product Type
With the current SDP MSP Version, Users can't be able to add additional fields for different( Assets) Product Types Seperately (Eg: Switch or Router). This makes it impossible given situations where some product types might have information not relevant to the other. Example. Operating System for Workstations and Servers is not relevant to a switch or a Router..
URL is not opening inside LAN on domain Users PC
Dear Helpdesk, I have some problem I have set URL or default URL in self-service portal settings of SDP.From there the URL is opening fine,but it cant be open inside LAN on Domain Users.The Users added already in SDP to manual account rather than in MSP account.Please find attachment also.Please help me out.
ServiceDesk MSP - Requester to Technician
Hi, We're testing out ServiceDesk MSP for our business. Having previously used ServiceDesk we was able to change an account that was detected from Active Directory scanning as a requester to a technician but can't see the option avaliable in the MSP edition (8.2). Is there something I'm not doing right or is the feature excluded from the MSP edition? Kind Regards, David
E-mail command
Dear, When I user the e-mail commands I notice this problem. the @XXX@ in the subject get deleted when he parse the mails but the text in the body like this @@OPERATION=AddRequest@@ @@CATEGORY=Network@@ @@SUBCATEGORY=Login/driveletters@@ @@ITEM=Locked account@@ @@MODE=E-Mail@@ he doesn't delete those entry's. Is this normal or should he also delete those entry's. Kind regards Tim Verduyn
Request Counter Contract
Hi, Is it possible to have a tickets remaining counter for an account in ServiceDesk MSP edition? E.g. A customer buys a 25 ticket support contract, is it possible to get a notification or to see wither how many tickets are used or how many are remaining? Thanks, David
extend the Approval Description in the Approval-Overview
Good day, in the approval process the person receiving the approval has about 4-5 lines for notes available. On the approval overview there is ist just one line visible - if you click on it, a popup appears with all the additional information. Sometimes there is a need to copy these information or see the complete approval note in the overview. Could you please look into this and extend the description to the information listed? Or, i.e. give the description line in the overview a textsize of 150
Service Catalog does not display user defined fields created in standard request templates. Why?
Hi, I am trying to use the Service Catalog but we have added user defined fields under the HelpDesk Customizer. We use these in request templates we created before the Service Catalog was added to MSP. Why don't I see those same user defined fields when making a new Service Catalog Template? I have Service Desk + MSP 8200
Service Pack 8204 failed
Hi, I tried to install service pack 8204 and it failed. Error message was saying something about "unable to uninstall". Now I can't start the application. When I launch "startSDP.bat", application freeze on "application layer started". I ran the "run.bat" and message is : Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details. Need help! Any idea?
Average time to respond by account and Average time to resolve by account.(SDP MSP)
Hi, I am looking for a query that shows the average time to respond (in minutes) and average time to resolve (days, hours,minutes) by account. As below. Account Average time to respond Average time to Resolve Total Number of Incidents Acme 17mins 0 days 3 hours, 21mins 201 Apologies I forgot to give the below info. Service Desk + MSP Your Version: 8.1 Build 8106 Latest Version: 8.1 Build 8106 [Details]
I want to run a report on all tickets with all information (especially tickets with multiple technicians comments)
I understand it will take a little while to run but that's ok. When I run the kitchen sink report now I get a lot of information, about 5Mb worth in .csv but not nearly all the data fields/metada that I can see when looking at the individual ticket. This is a work dictated request and ticket history is of high importance. I haven't found any solution on my own after several hours of work.
remote software not working
Hello Guys, I was wondering if you could shed some light on an issue we are having here. We have Ultra VNC installed on our 200+ machines as well as the manageengine audit tool with the meeting software however we cannot remote on using the agent or VNC as an error occurs. The VNC option looks like it connects but gets stuck. The only firewall we use as a business is F-Secure and we do have a group proxy. Any ideas?
time spent report grouped by requestID
SDP MSP 8203 SQL Database Is is possible to have a time spent on requests report grouped by Account and then by RequestID For billing purposes we need to review each call and and have total time spent on each call Thanks in advance
credentials do not authenticate
Hello!!!! I installed the manage engine plus on my system windows server 2012, and i used the program with a user and your password default, i got it to do this, my first access ok, after i unable more access with same user and password, someone can help me some solutions about this?
Pending request
I need pending report by percent. Is it possible?
Android App login error "Login Failed No input data for creating request"
- Have generated technician key - Have tried using IP address - Am using https - Not using domains - Version : 8.2 Build 8203 - Tried on different tablets - Tried with different technician logins
Remote control customer server/desktop
It is about remote desktop when workstations are in a remote site. (with only private IPs) I suppose that the server connects to the network that makes the connection with the workstation. Maybe it will be necessary to install an agent by hand on the remote site. Is it possible to get some documentation about the way the connection process? I would like to know exactly how the flow works.
Problem with Account - Additional Fields in MSP build 8203
Hi There is a problem with Account - Additional Fields in MSP build 8203 If you rename a Configuration Item Types, such Account in Accounts, then go to a page with Account - Additional Fields, this page just disappears and Add Field button does not work. If you rename Accounts in Account back, the page with Account - Additional Fields displayed normally.
Please upgrade to the latest version htmlarea
Please upgrade to the latest version htmlarea v4 Sorely lacking full WYSIWYG editor for creating notifications that look nice (with tables, etc.).
ServiceDesk Plus MSP and CSS style
In ServiceDesk Plus - MSP 8.2 has a few problems with the display of pages. Below is a small part of these pages. Fix it please.
"Job Title" and "Department" in "New Incident" with non-English characters
Hi, In ServiceDesk Plus MSP not appear correctly field "Job Title" and "Department" when creating a "New Incident" if they contain non-English characters. Fix it please.
Date and Time is not appearing from the build 8202
Date and Time is not appearing from the build 8202, once logged into SDP-MSP. Top Right Corner, below the log out[User].
ServiceDesk Plus MSP API - Problem support
I was looking through the API (both servlet and rest) and I do not see any entries for working with Problems. Am I misreading? If this is not currently a feature, is there a plan to implement this feature?
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