Notify requester when a request is assigned to a technician.
Can't find such notification in SDP MSP SDP has it
ServiceDesk Plus MSP 8.2 - 8203 Released
Dear User(s) We released SDP MSP - Hotfix Build 8203. Users who are in 8200,8201,8202 can download the service pack from here and upgrade to our latest build. What's new in ServiceDesk Plus - MSP build 8203? Enhancements made MSPSDP-4560: Customizable Mail Sender name for each account MSPSDP-6548: Ability to customize Reply Templates MSPSDP-6556: Account Additional Fields in Standard/Professional editions MSPSDP-6576: Ability to view table schema dynamically Issues Fixed MSPSDP-6541: All Account's
change the image in "category of service"
hi how do I change the image in "category of service" at the service desk professional plus MSP? a standard image appears on the portal of applicants and wanted to change this image. thanks
The feature ID is 2722
Any Idea when this feature might be implemented? We have customers with many sites and they create tickets on behalf of other sites. This is causing a lot of negative feedback regarding the application. This really needs to be fixed. The system can not always assume that the problem will be associated with the requester's site. I know this is in your roadmap. Just need an update.
Single Sign Enabled but get login prompts for non SSO users
I am new to SDP MSP 8.2 and we are just about to release to our customers We have successfully got Active Directory single sign on working for one domain however I now find that when accessing http://servicdesk.acme.com/siteurl for another other accounts we have setup then a prompt dialog appears. If cancel is pressed then the correct service desk page is displayed and users can log in Is there a way to prevent this Thanks in advance
Surveys not answered
Database : ANY Use the below query under Report tab--> New Query Report SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",aaacontact.EMAILID "Email" FROM surveyperrequest sr LEFT JOIN workorder wo ON wo.WORKORDERID=sr.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN AaaUserContactInfo aaausercontact ON aau.USER_ID=aaausercontact.USER_ID LEFT JOIN AaaContactInfo aaacontact ON aaausercontact.CONTACTINFO_ID=aaacontact.CONTACTINFO_ID
How Do I Find Assigned tasks?
I can create a custom filter for "My requests"..what about My Tasks? Is there an easy way for people to search and find all tickets with their tasks? One would think this would be a default filter but I sure as heck cannot find it. Help? Thanks
Modify SLA based upon Urgency?
I have setup my SLAs for both Incidents and Service Catalogs, no problem. However, now I want to incorporate Urgency. Can I expedite the response time in my SLA based on Urgency? For example, a request might be due in a week but if you say the Urgency is URGENT, then it should be done within two hours instead and I want to activate SLAs and escalation accordingly. Can this be done? Thanks, Mike
Mouseover actions, reply and assign menu not working since 8.2 upgrade
Hi, since upgrading to 8.2 the mouseover actions on the Reply, Actions and Assign menu not working correctly, the text appears to the top of the screen and cannot be selected. This appears to be an issue on all browsers I've tried, have cleared history and temp files, also tried compatibility mode.
Static Text on a Template?
Is it possible to add my own custom, static text to a template? There are many fields that have a value the end user sees in the drop down and then a value that serves as the description. Unfortunately, that Description seems to be invisible to the end user. So, I saw there is a request to use that as Hover text which makes the MOST sense but if I cannot do that, I would like to at least be able to add Static text. As a matter of fact, I can think of LOTS of reasons to use static text on a template....i
ServiceDesk Plus MSP 8202 Released
Dear User(s) We released SDP MSP - hotfix 8202. Following issues are fixed in it.Users who are in 8200,8201 can download the service pack from here and upgrade to our latest build. Issues Fixed MSPSDP-6215: Unable to create account through Servlet API MSPSDP-6266: Certain aggregate functions in query reports do not work in postgres DB MSPSDP-6489: Service categories are not sorted in new request form MSPSDP-6517: Cannot add attachments while creating an account MSPSDP-6521: While importing requests
Mail fetching - send email
Run into a problem, can't send emails from requests, can't send notifications. Mail fetching is running. I'm still be able to receive and fetch mail, but can't send. In Support - system log viewer, there's only one error: Exception while trying to send notification for Request ID : 843 Mail sending failed. what should I do?
Query Report: List of tickets with datetime of last update
Running SDP MSP 8106 on MSSQL. I would like to run a report showing ticket numbers and the datetime of the last update (change in status, note addition, etc) sorted with the oldest updates first. Thank you in advance for your reply.
Service category
I want to add a business category but when users log on - they are unable to view the business category, they only see the IT Service Category can you advise how this is done please?
SDP-MSP 8.2 - Lost ability to add attachment to Account
I just upgraded our SDP-MSP server to the latest 8.2 version, but have found that there is no longer a section in the Account setup to upload an attachment. The help card at the bottom of the screen says that it should still be there, and for accounts which had attachments previously, I can download the files from the list view, but I cannot see any way to upload or delete the attachments. Also within a request, on the Account Details tab, it no longer shows the attachments that were uploaded for
Version 8.2 Signatures not showing
I have version 8.2 running in production. None of the personilized signatures are showing up on outbound emails. I think everything is configured correctly. Has anyone else seen this behavour? Thanks in advance.
Since MSP Center Plus is no more
Since MSP Center Plus is no longer a product I was wondering what are people using to replace so that assets are monitored and alerts are sent to the SDP-MSP?
Change the mobile website to show more than 5 tickets
I went to browse the our SD+MSP 8.2 deployment on my cellphone and noticed that it automatically redirects to an http://<support site address>/MC address. If you access this site, it only shows 5 tickets at a time. Is there anywhere that this can be changed? I like the layout of the MC site, but it would be great if i can see more tickets than 5. Is this possible?
SD+ mobile device app for MSP?
I tried to use the mobile app for the MSP deployment and it doesn't seem to work. My question is the service desk plus app compatible with SD+MSP? Thanks!
Query to show Resolved Time.
Hi I am looking for a report that calculates the time taken from created date/time to resolved date/time by incident. This needs to take business hours into account. I am using SDP MSP 8.1 on a MSSQL backend. Thanks,
MSP can't upgrade from 8.1.0.6 to 8.2.0.1
am having problem upgrading from 8.1.0.6 to 8.2.0.1, at 98% it say un-installation not support......please i need help.
Custom Report - TimeSpent
I am hoping someone would be able to help me out with a report that I would like to run or be made available in ServiceDeskPlus-MSP Every month we run the following TimeSpent Custom Report, but we then have to export it into excel and manipulate the data. What we would like is that for RequestID's with multiple worklog entries, for the report to only show a single entry for that requestID with a total of all the worklog entries for that request. Then the count of RequestID's in the report will be
SDP-MSP 8.2 - Lost ability to add/edit Support Group Description
Hi After our upgrade to version 8.2 recently, we have lost the ability to add/edit any descriptions for Support Groups. We can see the description of existing ones created in 8.1, but when creating a new group, or editing an existing group, we can no longer see the description field. Can someone at ManageEngine let me know if this issue is a known one? and if so, how can we go about fixing it. Cheers Dale
java.lang.NullPointerException servlet api
Hello, We have a problem with the servlet api since the upgrade from 8106 to 8200 today. We receive an error on all actions: <operation> <operationstatus>Failure</operationstatus> <message> Exception during account updation : java.lang.NullPointerException </message> </operation> What could be the problem? I have restarted the server several times. We use the api for customer sync with our CRM, so it is important for us to work. Regards, Bastiaan Topper
8.2 and Signatures
I have version 8.2 running in production. None of the personilized signatures are showing up on outbound emails. I think everything is configured correctly. Has anyone else seen this behavour? Thanks in advance
Associating requests and requesters
Is it possible to associate existing service requests and/or requesters to a different account?
Can I lock a field from editing?
I would like to lock a field from being able to be edited after the request is created...is this possible? For example, I do not want the user to be able to change the description field. I have a user who refuses to use the discussion notes but would rather just update the description and keep adding notes. Management wants notes added. Can I block them from updating once the request is created? Thanks
Can I change Priority Names once live?
Can the Priority names be modified once records have been created using those priorities? For example, we had someone configure ME for us and they used 1 - System-wide Outage and we want it to be 1-Any Outage. Can I do that? Does ME use and store foreign keys to represent the priority and in turn the Name will be polled separately when presenting data in lists and on reports? Hopefully, this makes sense...I need to change the Name text of our priorities...can I? Is there a list of what other
Service Desk Plus MSP way behind Service Desk Plus
We purchased Service Desk Plus MSP because it was the perfect fit for what we are trying to accomplish. However, we also purchased with the understanding that it would be very close to the feature set that is in Service Desk Plus. However, it seems that the two products are not getting any closer and more you seem to be focusing more on Service Desk Plus. Can you help me understand the Roadmap for Service Desk Plus MSP or the strategy for getting it a little closer to SDP. Thank
MSP versions more modular i,e, Project Management
In Service Desk Plus you can get Professioal version and add modules Project Management, CMDB, Service Catalog, Problem Management if needed but Billing is only in MSP. . Are you going to offer MSP as modular version is similar way instead of forcing users to buy Enterprise version just to be able to use Project Management and Billing
ServiceDesk Plus MSP 8.2 Released
Dear Users It is with a great honour that we are announcing the release of our newer version ServiceDesk Plus MSP version 8.2 (Build 8200). We would like you to check the new features and send us your feedback. We hope our project management and CMDB features will be really helpful for you. Features List as follows : Project Management Configuration Management Database (CMDB) Account based themes Service Catalog Enhancements REST API Enhancements Requests Enhancements Assets Enhancement DC Integration
Group field in MSP
Hi, I am wanting urgently to get the 'Group' field you would normally find in the All Requests report module to be available in a Change report i am generating but i am having issues when trying to get the right query. Any ideas?
SDP-MSP 8.2 BETA
Hi Is it possible to get access to a download version of SPD-MSP 8.2 Beta? I have been working a little bit in the online version but would like to do a trail run in our internal environment. Thank you Best Regards Tommy Frandsen
SDPMSP v8.2
Hi Support, Any ETA when v8.2 will be release? Can you share whats new on 8.2? This information will be critical for us on deployment plan of SDPMSP Thanks,
ServiceDesk Plus - MSP Version 8.2
Can you please advise when we can expect version 8.2 for Service Desk Plus MSP?
Account and Site SQL Report
Do you have a query to list list all Sites grouped by Account? I am trying to do some quality checks before going live and want to check the quality of my imports and data entry.
Request Unintentionally Deleted...bug?
While looking at a Request this morning, I clicked the Edit button in the body of the request so I could change the Title... When I clicked Edit, it did not make the Title editable. So, I scrolled down and clicked the Cancel button... Then, when the screen refreshed, I clicked the Edit button in the menu bar... Nothing happened and I was back at the main listing of Requests. So, I entered the Request ID... so I could pull the request up again to Edit the title and voila... So, can someone tell
Modify SLA \ Custom Field
Currently, when I have custom SLA's configured, it is setting the DueBy Date based on the Updated Date, not the Created Date. Is there a way for me to change this to Created Date? When ever I update a ticket, the DueBy date changes and I need it to stay consistent for reporting purposes. If that is not possible, would I be able to create a custom field that I can report on that is similar to the DueBy field, but is based on Created Date, not Updated Date, then modify the SLA to apply to that field?
Get list of requests via API
Hi, My company has a custom ASP.NET portal where customers are currently able to view and manage their incidents in our CRM system. Now we are adding SD+ to the equasion, and we need to display its cases/requests in the same portal. The plan is to somehow map users between CRM and SD+, so that one login gains a user to all of his cases on CRM and SD+ via the portal site. For this to work, I need to be able to pull a list of a given contact's requests in SD+, perferably by requester ID, and preferably
Import sites from CSV
We just purchased Service Desk Plus MSP and we need to import sites to their coresponding accounts. We dont see the option and previous post in this forum states it possible from requesters import but it is not.
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