IPhone Application issue
HI, I have been trying to get the IPhone SD application to work with our SD-MSP system. The application is able to connect to our system but when I try to view requests etc it comes up with the following error "Error when adding request details - null" Any suggestion welcome. Regards Tony
SLA Flag does not show up
Hi, I'm using the SDP MSP vs 8102. It was observed today that none of the tickets in the request queue show any violation flag near the status column. But there are many tickets which have violated the Response SLA. It is not showing up with the orange circle symbol. There are many tickets where the First Response Note is not added but still the Violation symbol is not showing up. Also when we tried pulling the SLA violation report its was showing Zero violated tickets. Why could this happen ? Please
MySQL Query Help
I have created the following query which shows me the detail of any calls during the last month where the SLA was breached. This query is used to populate a web front end whereby the data is represented in a graphical format and the end user can see this. I am just seeking some help with the query as if the request is still open then the completed time will show as 1970-01-01 which is the UTC time for 0. This looks poor when displayed on the front end so I'd like to change this ideally to blank or
Worklog details summed
Query SELECT wo.WORKORDERID "Request ID",max(qd.QUEUENAME) "Group",max(ti.FIRST_NAME) "Technician",max(aau.FIRST_NAME) "Requester",max(wo.TITLE) "Subject",max(wo.DESCRIPTION)"Description",SUM(rc.MM2COMPLETEREQUEST)/3600000 "Sum of Time Elapsed in HRS",sum(rc.amount)"Amount" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID
HTTPS and SSL support for Servicedesk Plus and Desktopcentral with star (*) certificate
Hi, I'm trying to find out if Manage Engine Servicedesk Plus MSP and Desktopcentral MSP work with star * certificate or does the certificate have to be exact? With star certificate I mean general certificate for my company, for example: *.mycompany.com and not the normal servicedesk.mycompany.com certificate
Changing Port
Hi, We have installed ServiceDesk Plus MSP on CentOS 6.4 and want to change the secure port from 8443 to 443. If I run the changeWebServerPort.sh as root, it changes the port "Web Server Port set as 443, Web Server configured to support HTTPS protocol", if I run it as the user who I had to install it as, I get "Port 443 occupied". Once I have rebooted, I cannot get on 443 at all, netstat reports nothing running on 443...quite odd
Work log details
Database: MYSQL/MSSQL/PGSQL Query SELECT wo.WORKORDERID "Request ID",wo.TIMESPENTONREQ/3600000 "Time Spent",qd.QUEUENAME "Group",rc.MM2COMPLETEREQUEST/3600000 "Time Elapsed",rc.AMOUNT "Amount",longtodate(rc.DATETIME) "Cost entry date",longtodate(rc.EXECUTEDTIME) "Executed Time",rctd.FIRST_NAME "Technician",ti.FIRST_NAME "Assigned Technician",scd.NAME "Subcategory",icd.NAME "Item",wo.TITLE "Subject",rc.DESCRIPTION "Time Spent Description",wotodesc.FULLDESCRIPTION "Description",aau.FIRST_NAME "Requester",sdo.NAME
ServiceDesk Plus-MSP Software license resource
I just have an issue regarding the software license resource tab. When I key in the appropriate details of the software license In ASSETS and once I click Save, it appears as below, (<div class="hide" id="sdp.license.allocate.licensecantbeem). Can anyone help me on this issue, thanks..
Report for requests open longer than 2 weeks
Can someone offer guidance about the MYSQL query I could use for running a report to show me requests that have been open longer than two weeks. I have built a report using the custom builder but this obviously requires me to enter a date every time I run it for two weeks ago which is not ideal. The code I have behind the custom report is: SELECT wo.WORKORDERID "Request ID",sdo.NAME "Site",pd.PRIORITYNAME "Priority",lvd.LEVELNAME "Level", std.STATUSNAME "Request Status",wo.CREATEDTIME "Created Time"
Report which shows the response time overdue and resolution time overdue
Database : MSSQL SELECT wo.WORKORDERID "Request ID",sdo.NAME "Site",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",rtdef.NAME "Request Type",pd.PRIORITYNAME "Priority",urgdef.NAME "Urgency", longtodate(wo.FR_DUETIME) "Response DueBy Time", longtodate(wo.DUEBYTIME) "DueBy Time", (case when wos.IS_FR_OVERDUE='1' then 'True' else 'False' end) "First Response Overdue Status", (case when wos.IS_FR_OVERDUE='1' then (case when wo.respondedtime is NULL then datediff(hh,dateadd(s,wo.FR_DUETIME/1000,'1970-01-01
Resolved time Query
Database : MYSQL Execute the below query under Report tab--> New Query Report SELECT wo.WORKORDERID "Request ID",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME "Technician",serdef.NAME "Service Category",pd.PRIORITYNAME "Priority",sinfo.WORKSTATIONNAME "Workstation",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time", (select from_unixtime(woh.operationtime/1000)
Report to show last date and time a request was responded too.
Hello I am trying to generate a Quality Assurance Report to show the last date and time a request has been replied too. I do not see the options in the custom report nor do I know the field in which to query The report I need would look like this Request ID, Technician, Requestor, Title, Last date/time requestor rely, Last date/time technician reply status=open, onhold, Group by group then by technician I need to be able to query the last month, then week by week from then on to auto email.
Receiving errors when generating reports
We are unable to create any standard or custom ServiceDesk Plus report. The attached file displays the Error Trace. What are the steps we must do to correct the problem?
Modifying Requester Incident Template
Hi I'm new to SDP MSP and am hitting a problem modifying the Requester view in the default request template. I can modify the Technicain template using drag and drop, but when I move to the Requester tab the available fields on the left hand side of the screen are all greyed-out and I am unable to drag/drop them. Does anyone know what I am doing wrong please???! Thanks
Pre-existing Godaddy SSL certificate installation...
Dear ME team, I have one certificate from GoDaddy with is used for multiple hostnames. I need to install this pre-existing certificate from Godaddy which is being used for our other servers like MS Exchange and etc for ServiceDesk+ MSP too. So i send a request to Godaddy to add our srvMSP.mydomain.com host name to the list of trusted host names and now I have got three certificates with .crt extension for tomcat with the names 1)gd_bundle.crt 2)gd_intermediate.crt and the third one 3) mydomain.crt.
LDAP authentication domain
I am running ServiceDesk Plus - MSP - 8104 and am noticing a weird behavior when importing users via LDAP and enabling LDAP authentication. I have enabled a LDAP server for an account and imported the users from the account. The user accounts import fine however they get imported with a domain called "com" The details I setup the LDAP account with are as follows Domain Controller = ldap://1.1.1.1:389 User Name = CN=Servicedesk LDAP,CN=Users,DC=company,DC=com,DC=au Base DN = DC=company,DC=com,DC=au
Preventive Maintenance
Hi, the PM it was working fine before, suddaly before 2 weeks it sppoted working? i tried to change the date and the time but nothing woke? could you please help. thanks.
Auto Closing tickets which require a work log entry
Hi We are running SDP+ MSP ver 8104 and have a bit of an issue. We have many systems which email into the servicedesk automatically which is all working well, however there are certain tickets that get raised via these auto processes that do not require any interaction from a technician and can just be closed automatically. I understand that business rules can be setup to do this for us, however this is where the problem is. Within the Mandatory fields for Closing requests, we have the Work Log ticked,
Techncian Name while adding worklog
is it possible to show the technican name (loggedd in) while adding the new worklog? By default, it shows "admin" but I want to see the techncian name as by default. Thanks, Bala
Initial questions
We are considering moving to ServiceDesk MSP Enterprise and I have a few questions which I haven't found answered elsewhere: 1) what is the process for importing data into the product from existing systems? Is there a loader utility and if so, how does this work? 2) can permissions be set such that Requesters can view Problem records for their own account/site? 3) i understand you can add additional fields to Request, Changes, etc. however, can you add additional fields to the 'Work Log' table? We
Work Log - Time Entry Type
Hi All, We are on the process of testing Manage Engine MSP and has been showing be the right tool so far. We are an IT service provider with branches over the globe having teams in different cities. The only issue is holding this project back is the fact that we cannot specify the "Time Entry TYPE" seen on Support Centre Plus for instance (image below). Let me explain it better: We assume that more then one engineer can work on the same request and add their own Work Logs. Perfect. Now, this engineer
my pen
i have a pen which can write and remove any one interested contact at mtyson@inbox.com waiting for reply
Service Plans
I have just upgraded our installation to 8.1 and am looking at the Service Plan and Contract Billing sections. I created a test service plan to see how it works, but have found that I cannot modify the service plan once created. Is this by design? If so I am assuming that to modify it we need to create a new service plan and then apply that to the Account Contract Billing. Cheers Dale
Report to show amended Due Dates
Database : PGSQL Query SELECT wo.WORKORDERID "Request ID", max(wo.title)"Subject", longtodate(max(woh.operationtime))"Changed Time" FROM WorkOrder wo LEFT JOIN workorderhistory woh on wo.workorderid=woh.workorderid LEFT JOIN workorderhistorydiff wohd on woh.historyid=wohd.historyid WHERE (wohd.columnname like '%DUEBYTIME%') and ((wohd.prev_value)!='-1') and woh.operationownerid!='1' and ((wohd.current_value)!='-1') and (to_timestamp(wo.createdtime/1000) between date '2013-01-01' and date '2013-12-31')
Report on Due date Changes
Database : MYSQL/MSSQL/PGSQL Query select wo.WORKORDERID "Request ID",TITLE "Title", longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time", MODENAME "Mode", STATUSNAME "Status", aau.FIRST_NAME "Technician", longtodate(woh.OPERATIONTIME) "Operation Time",woh.OPERATION,aau1.FIRST_NAME "Updated By" from WorkOrder wo LEFT JOIN ModeDefinition md ON wo.MODEID = md.MODEID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID = wos.WORKORDERID LEFT JOIN StatusDefinition sd on
iPhone & iPad app for ServiceDesk Plus - MSP
Support your customers on-the-move! We are pleased to announce the release of iPhone and iPad apps for ServiceDesk Plus - MSP The iPhone app is voice-enabled and allows you to: Dictate replies to requests Read requests Close requests Assign/Pickup requests In addition, the applications also allow you to: Create, view, edit, reply, close and delete requests Add worklogs, resolutions and notes to requests Mark worklogs as billable/non-billable and much more... Check this link for more details: http://www.manageengine.com/products/service-desk-msp/iphone-app.html
FAILURE : Contract is being used by a module. Hence cannot delete it
FAILURE : Contract is being used by a module. Hence cannot delete it This is becoming a real pain. I cannot believe I am the only one who thinks this. Surely the developers can improve the contract management function. I have customers whose contracts expire yearly but are frequently renewed it is becoming nion-impossible to manage efficiently when coming to renew. Please can you resolve this as soon as possible
Advise user of call creation
Hi, When raising a call, there are certain activities that require the authorisation of a department head before we can process a call. For example, installation of software that needs purchasing or access to a department shared area. I notice that in business rules that if a call is a specified category / sub category that a technician can be emailed. What I need to know, is there any way that a business rule (or alternative method) that can be created that would email a specified person - who is
Responded By Report
Query Execute the below query under Report tab--> New Query Report Database : PGSQL SELECT distinct wo.WORKORDERID "Request ID",wo.TITLE "Subject",scd.NAME "Sub Category",ti.FIRST_NAME "Technician",longtodate(wo.COMPLETEDTIME) "Completed Time",au2.first_name "Responded By",longtodate(woh.operationtime)"Responded time" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID LEFT JOIN QueueDefinition qd ON
Queries
Account details Query SELECT vd.org_name'Account',aci.LANDLINE'Site Contact number',apa.CITY'CITY',apa.POSTALCODE'Postal Code',apa.state'State',aci.WEB_URL'WEB URL' FROM accountdefinition vd LEFT JOIN sdorgcontactinfo SDCI ON sdci.ORG_ID=vd.ORG_ID LEFT JOIN aaacontactinfo aci ON aci.CONTACTINFO_ID=sdci.CONTACTINFO_ID LEFT JOIN SDOrgPostalAddr sdp ON sdp.ORG_ID=vd.ORG_ID LEFT JOIN AaaPostalAddress apa ON sdp.POSTALADDR_ID=apa.POSTALADDR_ID ORDER BY 1 Site details query SELECT
Priority wise requests count
Query SELECT pd.PRIORITYNAME'Priority',SUM(CASE WHEN std.statusname LIKE 'open' THEN 1 ELSE 0 END)'open requests', SUM(CASE WHEN wos.ownerid IS NULL THEN 1 ELSE 0 END)'Unassigned requests', SUM(CASE WHEN std.ispending=1 AND std.STATUSSTOPCLOCK=1 THEN 1 ELSE 0 END)'In progress Requests', COUNT(wo.workorderid)'Total Requests' FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
Cannot delete request
We are running SD+ MSP and when running a report of all unassigned tickets, there is always a single ticket/request which always shows as not being assigned to a technician. The request cannot be viewed in any account or by using the all requests filter under the request tab. If we search for the ticket number in the "Go To --Request ID --" box at the top of the request screen, it goes to a new screen with the following message Request does not fall under your permitted scope. So you are not authorized
iPhone app
Just wondering when the iPhone app will be available like it is for SDP.
ServiceDesk+ for iPhone
I installed SDP iPhone App and it looks great when I connect to the demo site! My company is using SDP-MSP and I can't get it to connect to our server. Is this because SDP has been released with version 8.0, but SDP-MSP is still only version 7.6? When will SDP-MSP version 8 be released? We would really like to use the iPhone app! Thanks, Chris
Update contacts without creating duplicates
Greetings, We have multiple clients from multiple domains that we would like to be able to update weekly via a contact feed delivered by csv. I'm wondering what the best way to go about doing this is without creating duplicates while still being able to update phone numbers that change, titles, etc. Any assistance you could provide would be appreciated. Thanks!
New Query Report Viewable to Teams
We are using the SDP MSP version 8102. We have created a New Query Report using the option under Reports as an Admin. Here is what we need to know : 1. How can we get the other roles also to use New Query Report (Currently this New Query Report button is not view able for them). 2. If the 1st Option is not possible then if the admin creates the report can we have the teams to atleast edit that report (Currently they cannot view any report which is created through New Query Report option) Regards,
Technician Group changing to Not Assigned
I have the SDP MSP version 8102. We have observed that after the Service Desk creates the ticket and assigns the ticket to a specific group, the request view shows that the Group is "-" (Not Assigned). The point to be noted is that the Group Field is a mandatory field in the request template. We are using the Default template for our Requests. Due to this all those tickets are not meeting the response SLA because the specific groups are not able to see these tickets in their request view. I have
SDP MSP with asset explorer
Hello, I'm trying to feed my SDP MSP with asset explorer installed on my client side. I am able to grab the computers/servers and active directory users but when I try to send the infos on my SDPMSP (Off site), the list of users doesn't appear into my assets / requesters. Any idea on how to do that ? Regards, Carl
Unable to delete assets from default MSP products
I am unable to delete assets listed under Servers (default product type). The error message reads "Product is being used by a module" Pleae assist regards isaac
Report on requester conversations of a request
Query : SELECT workorder.WORKORDERID "Request ID" , workorder.TITLE "SUBJECT" , longtodate(conversation.CREATEDTIME) "Conversation TIME" , conversation.TITLE "Reply SUBJECT" , conversationdescription.DESCRIPTION "Reply" , aaauser.FIRST_NAME "Replied requester" FROM conversation LEFT JOIN workorder ON (conversation.WORKORDERID = workorder.WORKORDERID) LEFT JOIN aaauser ON (conversation.REQUESTERID = aaauser.USER_ID) LEFT JOIN conversationdescription ON (conversationdescription.CONVERSATIONID
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