SDP MSP Reply Message Tool Buttons Don't Work
Hello, The company where I work is using SDP MSP Enterprise version 8003. We found that tool buttons under reply message for request (i.e. Bold character, spell check, insert link, insert picture) don't work, except Font Size and Font Type. If we click one of those buttons, there is nothing happened. We also tried in 8102 and it still shows the same issue.
Request -Task report
Query Go to Reports > New Query Report, copy the below query to query editor and run the report. SELECT wo.WORKORDERID "Request ID",LONGTODATE(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester",wo.TITLE "Subject",std.STATUSNAME "Request Status",ti.FIRST_NAME "Technician",tk.TITLE "Task Title",tstd.STATUSNAME "Task Status", LONGTODATE(tk.SCHEDULEDSTARTTIME) "Task Scheduled Start Time" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
Filter by site
I am trying to create a custom view but it is returning nothing despite verifying that there are valid results. By logic correction and process of elimination it would appear to be that the issue is when a site is defined in the filter list. I can prove this by just having a view with one filter, Where Site is <site name> and this returns nothing. I can only think that this is because the site selection list shows the options as <Account Name, Site Name> rather than just <Site Name> and is therefore
SLA Breach report account wise
Query SELECT ad.org_name"Account", SUM(CASE WHEN sdf.statusid='1' THEN 1 ELSE 0 END) "Count Of Open Request", SUM(CASE WHEN sdf.statusid='3' THEN 1 ELSE 0 END) "Count Of Closed Request", SUM(CASE(isoverdue) WHEN TRUE THEN 1 ELSE 0 END) "Count Of calls Exceeded SLA", SUM(CASE(isoverdue) WHEN FALSE THEN 1 ELSE 1 END) "Count Of calls within SLA" , (SUM(CASE(isoverdue) WHEN TRUE THEN 1 ELSE 0 END)*100)/COUNT(wo.workorderid) "% Calls Exceeded SLA", ((COUNT(wo.workorderid) - SUM(CASE(isoverdue) WHEN
Cannot Login via LDAP authentication
Hi, I am using LDAP authentication and LDAP server type is "Microsoft Active Directory" and work fine. Recently we have changed the Microsoft AD structure and move some accounts to another container. After that, we found those moved accounts cannot login the ServiceDesk even import the accounts again. Thanks a lot. Cheers, Max
First responded date for Service request
Query SELECT wo.WORKORDERID "Request ID",max(mdd.MODENAME) "Request Mode",max(aau.FIRST_NAME) "Requester",max(qd.QUEUENAME) "Group",max(wo.TITLE) "Subject",max(rtdef.NAME) "Request Type",max(ti.FIRST_NAME) "Technician",max(std.STATUSNAME) "Request Status",longtodate(max(wo.CREATEDTIME)) "Created Time", longtodate(min(nfs.NOTIFICATIONDATE)) "First responded Date" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID
Upgrade to 8103 Fails
Hi Support, I have just tried to apply 8103 to my 8102 install and it has failed. Has anyone got any suggestions? Regards, Matt
Confused about SD+ and SD+MSP
Hi again - This is linked to my last post Are the versions the same? As the demo of the SD+MSP seems to be much more behind just SD+? Also I am not sure which version best fits our setup Sorry if this has been answered many time before (and in my other question) - but I was unable to find the answer to my issue. We are looking to purchase a service desk however I have some criteria I need to follow and I want to know if service desk can be setup in this way and if so how and what is the best plan?
Notification rules
How notification rules work? If a tech-support register a request and choose a technician, he'll receive a notification about a new request has been made. If a tech-support register a request and didn't choose a technician, so the business rule 'll apply, (in business rule no notification setting) - technician that will be chosen by BR won't get a notification email. IS BR apply own notifications that didn't cover by general notification settings?
Changing DomainID for a usetechnician correctly
Users having troubles with loggin in and technicians getting "NTLM failed" while trying to approve requests 1 User login - the story is a bit strange, we have 1 actual AD domain- let's name it "DOMAIN.COM". when i began to manage the SD server, there were already an SD-domain DOMAIN and DOMAIN.RU the main was DOMAIN. The DOMAIN is configured for the users and techs to log on(AD special PCaccount) and to import, the DOMAIN.COM - not configured at all. There was no trouble until the day i needed to
technician self-assign tickets
Is it possible for a technician to assign a ticket to himself? On many ocassions we don't need a coordinator to dispatch the tickets and the technicians could choose any ticket from unassigned group on their own
CMDB in SDP-MSP
Hello We are currently looking at SDP-MSP but a show stopper is that MSP is missing the nice CMDB asset management that is in SDP. I can see in another post that sometime in 2013, CMDB will be available in SDP-MSP.. But when?? Thank you.
First Response Through Outlook
Hello, Can you say if a response by a technician in Outlook constitutes as a first response to a ticket? The reason for asking this is because some technicians have been replying through outlook for their first response but the ticket is still violated. Thanks.
TimeSpent Report - Pie Chart
Hi everybody I have a small problem/question : when I create a new custom report for TimeSpent for our technicians, or when I use a predefined report, it appears that the chart count the number of requests, and don't sum the time spent on the requests. Is it possible to change this, and could sum the time spent on these requests ? And, if it's possible, how can I make this ? I have searched on this forum, but the calls with this problem have no answer/solution to this problem. Thanks Best Regards
What for MSP settings?
Still testing. Trying to create some clients - sites and test a request, but didn't understand what msp settings is for? The situation: I've got client "TEST", create a SLA bronze, with 16 hours to resolve request. The working hours of TEST is from 8:30 till 20:00 working hours of MSP from 8:30 till 17:30 I'm creating a request that meet SLA bronze criteria, request created: 26/02/13 22:20 Due date 28/02/13 12:00 So as we can see, the SLA bronze took operational hours of TEST client, nor MSP ;((
Understand support email in SDP MSP
I'm trying to implement SDP MSP in our organization, I'm using the latest version 8102. So we have a MSP service provider, let's call it - WG we have the site called - WG IT support email address in email server - support@wg.com I'm adding a new Client - Lada, with support email lada@wg.com that is an alias for support@wg.com this client has a general site - Lada Svoboda, and second site - Lada Rodnik So the test is, from my mail account, I'm creating a request and send it to lada@wg.com By design,
Category and Associated accounts
Query to find categories and its associated accounts Query: SELECT categorydefinition.CATEGORYNAME"Category", (case when accountdefinition.ORG_NAME is NULL then 'ALL Accounts' else accountdefinition.ORG_NAME end)"Associated Accounts" FROM categorydefinition LEFT JOIN categoryaccountmapping ON (categoryaccountmapping.CATEGORYID = categorydefinition.CATEGORYID) LEFT JOIN accountdefinition ON (categoryaccountmapping.ACCOUNTID = accountdefinition.ORG_ID) order by 1 Krishna Bharat ServiceDesk Plus -
Last online - Desktop Central
My suggestion would be that dcentral could show when the last a machine was online. This could be beneficial troubleshooting connectivity issues with users.
Custom View Closed Today
I would like to create a custom view of My Requests that were Closed/Resolved on the current date. Can I do this instead of picking a specific date?
Attachment Downloads
Hello, When requestor attach files to the tickets and I go to download them, the system downloads them with the name of the service used to download them. For example: Attached file: Report.pdf Name when downloaded: FileDownload.jsp I can rename the file that was downloaded and use the pdf extension, and it opens just fine, but I shouldnt have to rename it, it should download with its proper name...
Requester Import by CSV without notification
We are preparing to take on a new customer and have exported their user names and emails from AD ready to import into our MESD Plus - MSP however due to previous experience I am reluctant to do this now given that there is a pre-requisite to import a login name and password and this sends an email to each user. The customer is delaying communication of the Managed Service to its users for another week but I would still like to import the user's details. Is there anyway I can import the csv without
Logon problem via AD authentication - Service Desk Issue
We are trying to install Manage Engine – Service Desk Plus in our environment. We are having a tough time with POST Active Directory integration. The Active Directory is getting integrated fine ,but not allowing any AD users to login the application. Im getting AD Username Password is incorrect. I've tried the same with my laptop and same segment, i can able to integrate and login with AD users. Only having issue on windows 2003 server. Let me know you need further details. Regards, Raj.
Asset auditing script for Linux & OSX
Add a asset auditing script for Linux and OSX devices
Service Desk Dashboard enhancement.
Hi there, We use the dashboard for a very quick insight into how our day is going. Would it be possible to change certain things? It would be really useful to us if we could see at a glance how many requests have been resolved rather than closed in the last 20 days? I look forward to hearing from you, Gina.
Custom Report
Hello again.. I want to take a custom report that I have and add "resolution date" to it, to show when a ticket was marked as resolved. I have searched and found a couple of reports that did that, but wasn't exactly as we wanted.. This is the query that the UI came up with, and I would like to add Resolved Date as a column. SELECT aau.FIRST_NAME "Requester",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",cri.FIRST_NAME "Created By",std.STATUSNAME "Request Status",wo.COMPLETEDTIME
User wants filter and approve tickets
Hi, one of our customers, which has a web site in our SDP-MSP server and a personal user with "account" permissions, wants to manage the tickets of others users in order to filter and approve only some of these to the technicians (me) In that possible? Or he needs to be a tecnicians aswell? Or.. any idea? Thank you
Resolved Time query
Database : MSSQL Use the below query under Report tab--> New Query Report SELECT wo.WORKORDERID 'RequestID', max(ti.FIRST_NAME) 'Technician Name', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + max(wo.CREATEDTIME/1000),'1970-01-01 00:00:00')'Created Time', (case when max(wo.respondedtime)!=0 then dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + max(wo.respondedtime/1000),'1970-01-01 00:00:00') else NULL end) 'Responded Time', (case when max(wo.completedtime)!=0 then dateadd(s,datediff(s,GETUTCDATE()
Requesters able to run reports
Are requesters able to run reports, and I am just not seeing how to give them access?
Request Custom Views for Requesters?
Hello, I am looking at setting up a custom view for requesters, but do not see that option anywhere? I am looking at setting up a view with the name Account - Requests Not Closed. I am looking for a logged in requestor to be able to see all the requests for his/her account that are in all status's besides closed. I created a view as a technician, but cant see where to do it as a requester.
ServiceDesk MSP Enterprise : Same ticket running number for different site
Hi, Is it possible to have same sequence number for ticket at different site. Means that both site A and site B have ticket number starting 0001. Thanks.
Customise the solutions page
It would be useful to have a text field on the solutions page for our Jira Helpdesk id. We could then easily id 'workaround' solutions and update them with fix details. I am currently using Version 8.1 Build 8102 Is this possible? Thanks
Viewing multiple monitors using SDP remote
It would be nice to have the same ability as Desktop Central to view multiple monitors when remote to systems. I saw a post that was 1 year old, but nothing else posted pertaining to it.
Question on MSP Details E-Mail categorization 8.1
I am new to Managed Service Engine Plus (MSP) and I am currently configuring 8.1. Can you explain what purpose of the e-mail address is on the MSP Organization Details page under the email categorization section? My company did configure a previous version (7.6) and we were able to set the e-mail address to the same email address defined on the MSP Details - Mail Server Settings –Incoming page. For example both were set to reqs@xxx.com In version 8.1, it states that the address should not be
SDP-MSP GUI
Will the next release of SDP-MSP slated for Q1 2013 use the newly released design (GUI) from SDP?
Ducument lifecycle in SDP/SDP-MSP
Hello I have looked in to document handling in SDP since that part is missing in MSP because of no CMDB. Will it be possible to have document lifecycle in SDP and SDP-MSP? If i upload a solution or a workinstruction it would be nice to have the possibility to enter an expire date. either on monthly basis out in the future or on a given date. We could then appoint a knowledge manager who then will receive a notification when a document reaches its expire date. That way we are always sure that
API : applying two UpdateRequester on the same requester failed
Hi, SDP 8122, CentOS 6.3. As said in the title, the first UpdateRequester shows : <operation><operationstatus>Success</operationstatus><message>Requester details has been updated</message></operation> when one attributes has to be updated. The same update (so, yes, the requester is already up to date) shows the following error : <operation><operationstatus>Failure</operationstatus><message>The logged in user dosen't have permission to add requester details</message></operation> I'm rather expecting
account blocked
How can I unblock an account that was blocked because of numerous failed password attemps by the user? Regards
Notify All Requestors in Account
Is there any way to notify all requestors in a site of all request creation, updates, and resolutions? I know about the CC lists you can notify on creation and resolution, but I dont see anything about updates. Basically what I need is anytime a request is created, updated, or resolved all the requesters in that account gets the emails.
Work log email notifcations
Hi, I've been testing Servidesk Plus 8.1 and I would like to know if it possible to set email notifications to send emails when worklog are added? We are using in this way: Request -> Worklog1 -> Worklog2 -> WorklogN -> Resolution -> Close Request But technicians won't get an notificacion email for the worklogs. Is it possible?
Availability management for SDP-MSP
Hello Will availablity management be part of SDP-MSP? Today in our current help desk system we pull in downtime data from Microsoft System Center Operations Manager every hour. Between our system and SCOM we then use a SCOM GUID as a mapping between services monitored in SCOM and services registered in our help desk system. If a downtime is registered in our help desk system we can then close the "Downtime" incident with Planned an refer to a change (clear text) Unplanned (our fault and no
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