SDP-MSP on cluster
Hello Can SDP-MSP be configured to run on a cluster to maintain high availability? Also, does it suppert SQL server 2012 Always On functionality? Thank you in advance Tommy
Problem whit the mail
I have a problem whit the mail fetching in Service Desk. For a particular user the system have an error: "Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process." So when I see the logs: "Error processing email with subjectOfMail : and messageid : <E3D7A63B5DAD1F46AD9BC404606645E803421B6F@s >. SO STOPPING THE THREAD" Please helpme thanks
Add/Update Users via SQL
Hi, We run an internally designed SQL database which stores all of our client data. Looking to automate an add/update from this database into the service desk database using SSIS. Anyone able to advise the tables we need to insert into when adding clients as requestors? Just want to ensure we don't miss anything. cheers and thanks in advance.
OLA in SDP-MSP
Hello Will OLA be possible in SDP-MSP in the future? Today we are working on OLA's in a very difficult and low practical way, using Excel documents. We are looking to maybe use SDP-MSP in the future and are testing as I write this. Today our OLA's look like this: General page: Account Servicename Latest revision date, who did revision, reason for revision. Service Details Service Description Number os users/number of locations Business Owner (on account side) Technical Owner (on account side)
Report to get Notes added in the request
I would like to pull notes added in the request to a report. Below is the query in which I want the notes to be included. Report 1: SELECT wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.DUEBYTIME) "DueBy Time",std.STATUSNAME "Request Status",pd.PRIORITYNAME "Priority",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",rtdef.NAME "Request Type",cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item",aau.FIRST_NAME "Requester",wo.TITLE "Subject",wotodesc.FULLDESCRIPTION
Request Link Mofidy
We have recently done some customer satisfaction surveys and a couple of points were raised regarding the automated response when sending this to the requester and the URL to take them to their request. They felt it was quite long and found it impersonal. My question is, is there anyway that the $RequestLink variable can be modified so that it is more user friendly so rather than displaying this: Your request has been created with a reference of: 29541 and the status of this can be tracked at http://mysupport.dataspire.co.uk//WorkOrder.do?woMode=viewWO&woID=29541.
Unable to Save template
When editing a Incident template that I just created today I get the message unable to save template. What may cause this?
Warning on colliding changes
Hi I have been testing a bit on SDP MSP and would love if a warning feature on changes could be implemented. If I create one change that is scheduled to, lets say Saturday 1300 to 1500 on AssetID-1 and then an other tech creates a new change scheduled to Saturday 1400-1600 also on AssetID-1 it could be great if the change manager or technician could get a warning notifying him that the changes will collide. Thank you
Technician access to problems and changes
We need to know if there is any way to assign a certain role to technicians in order to see only problems or changes related to certain requester. I've tried it using requester groups and technician groups but no way.
Securing Report Folders
Hi All, We are using SD-MSP for multiple clients and therefore require several reports which are client specific. What I am trying to do is to place these reports into seperate folder which can only be accessed from the specific client logon. Can this be done? Thanks Tony
Surveys not answered
Execute the below query under Report tab--> New Query Report select nw.workorderid"RequestID",nof.notificationtitle"Survey Message",nof.notificationtype'Type',au.first_name"Sent To" from notification nof left join notify_workorder nw on nw.notificationid=nof.notificationid left join aaauser au on au.user_id=nof.recipientid where notificationtitle like '%improve%survey%' and nw.WORKORDERID not in (Select WORKORDERID from SurveyPerRequest) Krishna Bharat ServiceDesk Plus - MSP Support team
HTTP STATUS 500 ERROR
HI, DEAR MANAGEENGINE SUPPORT, I HAVE JUST RENEWED MY LICENSE BUT AFTER RENEWING THE LICENSE, IT GAVE THE ERROR HTTP STATUS 500. NOW WHENEVER I CLICK THE "LICENSE" BUTTON, IT SHOWS THIS ERROR AND NO CONFIRMATION OR WHATSOEVER OF LICENSE RENEWAL? KINDLY HELP ME OUT. KINDLY NOTE THE FOLLOWING ERROR ON MY MSP-SDP VERSION Your Version : 8.1 Build 8100 HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request.
Service Desk Plus Issues - Need Solution
We are using Service Desk plus since Sept. But We need to improve some thing in this. Anybody can help us regarding this: How can we mark Attendance through Service Desk plus of Technicians. Is there any way to Edit Reports of Service Desk, as My manager hate the Fonts and other settings in Reports How to Contact with Technicians through Service Desk plus, is there any thing for messaging etc (we don't want to use email system) Is there any way to Edit the Purchase Order Default template. Thanks
Account Sites
I am trying servicedesk plus msp and I think is great one thing I have not clear enough is about sites, I have added for 1 account some sites since the client has different stores locations, but when logging as the client and trying to put a ticket I only get 1 site (the default one) is there by any chance that the client could have a dropdown list of his sites and when putting aticket tell us in which site the incident is happening in his same account? Regards
Add Request API assigning ticket to wrong user
I replied to my Previous Trouble Ticket, but did not get a response. So, I am posting a second ticket here. Using the sample URL to input tickets from a separate application, the ManageEngine API is assigning the ticket to the requestor ID that has authenticated to the server, and is NOT assigning the ticket to the requestor as was implied in the previous ticket. We are using Active Directory LDAP, so there are no real manage engine users, only AD users. Not sure if that affects the ticket creation
Introducing Billing Module in ServiceDesk Plus - MSP 8.1
Dear All, We are happy to announce the availability of ManageEngine ServiceDesk Plus - MSP latest version 8.1. (Build Number 8100) What's new in ServiceDesk Plus - MSP build 8.1? (Build Number 8100) Billing Module : You can now automate your billing process. With Billing Module you can: Create Service Plans Set up Account Contracts Capture the number of hours worked and additional charges in worklogs Automate the bill generation Create Ad-hoc bills Billing Video is available here Most of the reported
Importing Site from LDAP
For MSPSDP-2699 'Site' field can now be imported from LDAP, what field in Active Directory is mapped to the Site in ServiceDesk MSP-Plus?
Apply Certificate for Secure POP and IMAP
Solution: Download the file from the link given below and extract it to the Service DeskPlus-MSP Home directory. http://bonitas.zohocorp.com/servicedesk/11Mar2010/certgeneration.zip Run the Extracted batch file from the command prompt using the syntax given below. syntax:- gencert.bat (hostname):(port) eg:- cmd> gencert.bat sdpexchnage.com:995 You will receive an exception PKIX. On supplying the value 1, a file called jssecacerts is generated in the ServiceDesk Plus Home Directory. Copy the jssecacerts
Not Sending Email Notifications
Hi, When i reply to a requester the message window evently returns with the error 'Sending notification failed' Thanks, Matt
Technician cannot open requests
It presents an error message: Requester Name does not exist. Do you wish to add new requester as part of submitting a new request? Technician was created with "all accounts" and "all sites" selected; All sites have its configurations as "Refer Default Settings" (middle column, not "Copy Default Settings" nor "Custom Settings"); Even if changing to "Copy Default Settings" it works (an the technician correctly set to the account/site after it); We're using SDP MSP 8.0 Build 8004 How come a technician
Users Unable to Login to Site
"Unable to login. Please contact your system administrator. You are seeing this message because your username is not associated with any account, site or department." However, When I login in locally to the server I can login. Very strange.
using an alternative service address in MSP
The situation: MSP version of Sd for multiple tenants. Each account has a unique service e-mail address to which service request are sent to for categrisation into the appropriate tenancy account. A customer requires that the SD system use a customer account e-mail address for ALL SD correspondence from the system. Service e-mail address for account : - ictsupport@blah.com required reply address to be: ictsupport@here.com NOT the real addresses here, but gives the general idea. Is this
Upgrade failed to 8004
Hi, I have tried to install upgrade from 8003 to 8004 today and the upgrade failed and now SDP will not start and it will not run the upgrade again without failing. Please help this is urgent. Regards, Matt
Email From-Name
Hi, I'm currently evaluating SDP MSP. By default, the from name of outgoing emails is always set to "Accountname - Support". How can this be changed to another value? All I could find is the "sender name" setting within the mail server settings, but it seems that this value is only used for system mails, not account-based notifications. Thanks WW
Switch not authenticating
We just installed the software. All is working well, however I am having an issue getting the swtiches to authentcate when I add them to their apprpriate section. The switches are discovered as workstation, I then change them to switches. I am not able to get SSH or telnet to authenticate my credentials.?? I can http to the switch with no issue. Please help me get these poropelry configured. The switches are Cisco SLM 2024.
Add Requester - Additional fields as mandatory
Hi guys, We would like to know how to add as mandatory a requester additional field. We couldn´t do it from the Incident template because there isn´t possible to modify requester fields. We are using SD Plus MSP v 8.0 build 8003. Thanks in advance for any answer. Regards, Sebastian
Help whit report by account and totals
Hi everybody, I need some help to generate the follow combined columns report (this month): Account, Site, Total Time Spent, Total closed resquests, Total % SLA violated I am using MSSQL,
Two queries combined
Hi, I have trying to combine two queries in one. Firstly, I'm looking tickets assigned to specific technician and in the second one, I try to get the data of the field "elapsed time". If separated each one, the are working well so I understand the problem is in the combination. Can anyone help me? Thanks in advance, SELECT wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician",wof.UDF_CHAR2 "Invoiced Society " FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
Solutions Page
Hi, Is there a way of editing the solutions page to look more user friendly, like the "service catalog" page. Is there a way of putting all the solutions in to categories. Like having all the topics listed across the top so the user can see easier where things are, rather than having everything listed in date order. many thanks
Assigning service requests to different tech groups
Hi, we currently have a problem were we want to redirect service requests to techinician groups in different countries. The problem is when a 2 user from different countries send the same service request. How can we send the request to techGroupBrazil if the requester is from brazil or to techGroupMexico if it the requester is from mexico. Kind Regards, JUlian
incidents and service requests
We started to use Service Desk Plus 8.0.0. We get by email the 90% of the requests. Usually the requests by email are service requests but ServiceDesk categorizes them as incidents. I don't know how to convert the incidents into service requests. Can you help me? Thank you
use asset in sd+ behind isa 2006
Dears, I'm trying Service Desk and publish it using isa 2006 and i can connect to it successfully, but when i'm trying to scan using agent mode i can't. i notice that after download the agent to pc ;server ip "which appear in registry" is my internal ip not the published one i made another test and change sd+ ip to be real ip and everything working like a charm now my problem when i'm using it behind isa 2006 any ideas?
No Language selection in Personalization
Dear support, I khow that it is possible to change language in personalize, but when we install fresh installation for our customer of servicedesk MSP Professional, we cannot see personalize language box (see screenshot). What is wrong? How we can select language for our needs? We need russian interface for several users..
ManageEngine MSP Account dropdown lists
I have some of my users complaining that when they pull down the Accounts dropdown list that it stays the same size and does not open up so they can see the entire account name. I can reproduce it on XP w/ IE6&7 but NOT in Firefox and Safari. Can someone shed some light on how I can remediate this issue (other than telling them hot to use IE :))? Thanks \ejk
My technicians cannot log in!
In Admin > Windows Domain Scan, I have four domains set up. One is for the MSP account, the other three are for the regular accounts. Requesters can log in by navigating to http://servicedesk/site1, http://servicedesk/site2, http://servicedesk/site3, and only their respective domains appear in the "Log on to" box. But my technicians have no link to navigate to, and their domain does not appear int he "log on to" box at any of the above links, or http://servicedesk/. The only workaround I have found
Windows and Network Scan per account
Is it possible to schedule Windows Scan and Network Scan per account since we have support different accounts in different time zones. CHeers
SDP MSP Distributed asset scan
Hi, We have 2 problems/questions with the Asset Explorer remote probe feature. Our central SDP server doen't have access to the client site pc's and equipement. So we installed the Asset Explorer Remote probe on one of the client servers. We can now setup the central AE server and we have to select an site to which the scanned assets will be linked. Here starts problem/question 1. This customer have their servers centralized, so no servers on their sites. So the central AE remote probe has to scan
MSP account
hello i need to know what is the difference between the MSP account (first one in configuration) in the ADMIN tab and the accounts in the 3rd part of the configuration,
SLA per product and account
Is it possible to make a SLA which isn't site based, but on account level, and depends on the selected product? Our company has several products on which a customer can choose different SLA's (Bronze, Silver, Gold) It is possible that a customer has multiple products, but all with different SLA's. What we can do, is setup custom SLA per account per site, but the management would be immense... Can we setup some kind of top level SLA's and select the appropriate SLA per account per product? Regards,
ServiceDesk Plus - MSP 8.0 Released!
We are pleased to announce the release of ServiceDesk Plus - MSP 8.0 Take a look at the new features we have introduced in this version by viewing this short video: http://www.manageengine.com/products/service-desk-msp/what-is-new-in-servicedeskplus-msp-8.0.html For a detailed list of features developed and bugfixes made in this release, please go through the readme file available here: http://www.manageengine.com/products/service-desk-msp/readme-8.0.html You can download the latest version of the
Next Page