If I click on show query for a custom report and I try to run it in the query builder lots of errors come up; link requester detail to requests, link tasks to requests with specific statuses
Not sure if this is a problem. If I click on show query for a custom report, cope the whole query and past it into the query section then try to run it exactly as is in the query builder lots of errors come up: This is what I copy: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",reqf.UDF_CHAR4 "Cost Centre" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN
MSP Individual Survey for each account
Right now for MSP, we can only turn on surveys for all accounts or no accounts. However, we would like to: 1. Have the ability to customize surveys for different accounts AND 2. Have the ability to turn surveys on for some accounts and leave them off for others. Thanks!
Default request problems
Hello, i'm runnig MSP 8016 and i have a problem with Default request template. I configured the fields needed, saved changes then tried to create a request. In the New Request view i can see my Default request template, my chosen fields and create a new request. But when i used to manage my requests, i see all the fields i didn't chose, that i deleted from my template. In other words - on the creating screen i see my manually configured template is OK, on the Edit Screen - me and all my Specialists
Customize Portal Live View
In ServiceDesk Plus MSP, I'd like to create a custom list view for the self-service portal. Portal/requesters can customize their list view clicking the Columns icon and then selecting columns to be presented in the list view. However, as a ServiceDesk administrator, I'd like to limit the columns that are shown or are available in the requester's list view. Related to this, I'd like to "hide" the SLA violated flags from the requester in the list view. Can anyone offer suggestions?
Problem Creating new accounts
Hi, I can create only one account, when I try to create a second account I get the following error message: FAILURE :Account with same name or Login URL or support email already exists any help appreciated, Lior
MSP Center Plus DATE Format
Hello, The date format for all date values in SDP-MSP are in European format (DAY-MONTH-YEAR). We need to be able to change the date format to American format (MONTH-DAY-YEAR) for our American customers. They are confused by the European date format (you know how Americans are!) I've been through all of the documentation and settings, but there doesn't seem to be any way to choose the date format. Can someone at AdventNet tell me how to do this? Thanks kindly!
Ability to email techs reminders based on priority
I didn't see this option, but maybe I missed it. I would like the ability to email technicians if a request is left open for a certain period of time. Basically, a reminder to close the ticket. I see that I can escalate it, but I don't really want to change the tech. I Just want to remind them. Is this possible?
Administrator account has no permissions
AFter we imported AD users and activated windows authentication, I tried logging back in as the local administrator and got the following error "You are not authorized to view this page" I have tried our domain administrator but it only logs in as a requester. This is a new installation, and I don't want to start over. Do we need to turn off windows auth on the back end to get back in as administrator and then set up the proper administrator account? If so how can I do that? Remember I have
Notification on reply from requestor.
Is it possible in the notification that is sent to the assigned tech when a requestor replies to a ticket to have the content of their reply in the notification? Currently the default notification is: $RequesterName has replied to request ID $RequestId. Quick link: $RequestLink I had a look at the available content variables but none of them seem to be able to accomplish this. Any ideas?
Emails disappearing.
All of a sudden our Manage Engine install is not displaying any new emails. I can see from our mail server that it has logged in and retrieved the message. But it is not being displayed or reported in the interface. Any idea what may cause this?
Timezone issues
Hello, I've done as suggested in another topic but the issue still persists. My time zone is portuguese (same as london). Below are the results of both operations. As far as i can tell the time zone is only wrong at the display of tickets creation date as in the reports and at the top right corner the dates show ok. Any ideas on how it can be solved? Bellow is also a screenshot of a ticket just created. Regards, Manuel Sousa C:\ManageEngine\ServiceDeskPlus-MSP\jre\bin>java -jar tzupdater.jar -u -v
Request template by account issue
hey , i want to create different request templates for different accounts , so the quick requests menu will show the users in their webportal only their accounts templates , how can i do it ? Thanks ahead , Doron Hacham. Zomet Information.
Business Rules Actions
Hi there, I was wondering if its possible to automatically assign an account name to the request through business rules. We have it actioned to a group but not an account. or any other possible way so i dont have to keep spending time putting account names in. Regards, Daniel
Servicedesk Plus MSP
Hi!Will the next version of Service Desk Plus MSP have integration with any other of Manageengines products like OpManager and Desktop Central MSP? Thank´s Erik T Channel Manager at Inuit
What table has the software licenses...
that are seen on the Assets Tab, select a group, click on a computer listed in the details page, then click on the software tab. In this details page I have gotten custom SQL from SD+ that uses the SoftwareLicenses table. This table does not hold the licenses in this report. I could also use the table that holds the product ID as well. Thank You, Harry
Time Zone issue
1. Download the attached time.jar.txt ,rename the attachment to Time.jar and place the file under [SDPMSP-HOME]\jre\bin folder. 2. Reset the timezone on the ServiceDesk Plus MSP server to a different timezone and also change the service of ServiceDesk Plus MSP to Manual. 3. Restart the server and then execute the time.jar as follows : cmd>[SDPMSP-HOME]\jre\bin>java -cp time.jar Time output of the result may look like .. ( below is output is from a Australian customer ) TimeZone sun.util.calendar.ZoneInfo[id="Australia/Sydney",offset=36000000,dstSavings=3600000,useDaylight=true,
Network or Domain Scan
When I try to run a scan to identify assets on our local network or through a vpn, all I'm being returned is unidentified workstations. I have to manually initiate a new scan on the specific IP address to actually pull the PC data. Is there an option that I'm missing or what can I do to facilitate the network or domain scan?
Sample company od sample data
With most software like this a sample company or data is supplied however it does not seem to be with this software. What am I missing something.
Changing the Site for an IT asset
Hi all, Another Site related issue - I am not able to change the "Site" for an IT Asset (Server). There is no error from the app, nor any obvious error in the logs. Anyone else experienced this? Stu
Some fields/columns are not available to show in Request list
Hi Some fields are not appearing in the Column list when choosing to adjust the Request list. They are available to select for Technicians but not for Requestors. If I open an individual Request, the field is available to view in the Request form. However, I cannot select it to show it on the filtered view list of Requests. Thanks
How do I change a request to a different requester in a different account?
How do I change a request to a different requester in a different account?. Sometimes a request taken by phone and entered into service desk is assigned to an incorrect reqester in a different company. how do I change the requester on a request to another company. thanks.
Categorize mails to accounts based on the sender's e-mail domain
I have seen the following as an added feature in the release notes for SD+ MSP 7605 however I am not sure where this is configured. MSPSDP-2476: Categorize mails to accounts based on the sender's e-mail domain Can someone point me in the right direction on how this works and how I can configure it. Regards Dale
Requester Details - When will we be able to modify
Hi, I am Trialing Service Desk Plus MSP version and one of the biggest pain points is not being able to modify or customise the requester details in an incident. Can you provide a definitive answer if this will be fixed or if there no plans to change it. If it is being looked into, can we have a estimation on when requester detail modification will be available. Thanks Tim.
Can’t Add new Technician due to no available Accounts
I am trying to add a new Technician, however, the Available Accounts list is empty. So, when I try to save it says ‘Please Select an Account’. However, no Accounts are visible to be able to select. I have Account (at top right of screen) set to All Accounts. Technicians association for is set to 'All Sites’ All of our Sites are set to Refer to Default Settings. Perhaps I am trying to setup the system incorrectly. We need to have the following: Technicians and Technician Groups are associated
how to respond to a request
how to respond to a request
Display of Company details in a request.
G'day, We have over 400 companies we provide work for. Some of whom we speak with daily and are on contract, while others are ad hoc, and we may not be contacted for months at a time. In addition, 90% of our requests arrive via email. It would be very useful for Technicians to know the following when they look at a request: 1) Whether the Account is under a contract. I would suggest a colour change in the top of the request to highlight it. 2) Who the "Account Manager" for that account is, usually
How to set and notify an account manager for a single account new request
In SDP MSP, is there a way to set an account manager for a specific account and notify him/her when a new request is sent to that account?
Managing Topics in Knowledge Base
An Account Administrator should be able to manage Topics for the associated accounts. This option is not available if you are not logged in as Service Desk Administrator. Are there any plans to allow Account Admins to add and manage Knowledge Base topics?
Technicians creating requests
Technicians get to create requests (either following a phone call, or after receiving an alert from our monitoring system). This then starts the first response timer, which doesn't make sense, as the technician has made the customer aware that we're dealing with the issue. Could anyone please advise on if it would be possible to stop the first response timer if the Request Creator is a Technician? (I already have an FR in for recording phone calls in the Conversation log). Cheers Stuart
Default Columns For Requests
Is it possible to customise the default requester grid column order and then save it as a master default for all requesters and technicians? If not is there a sql script that can be run to do this in the back end?
Business rules not triggering when Edit Request
Hi, I'm configuring business rules for a new implementation of ServiceDesk Plus and have run into a problem with getting business rules to trigger. I have configured the business rule to be triggered on Create & Edit. The Create business rule works fine (rule A). However, the business rule configured for Create & Edit does not seem to work properly (rule B). If I submit a Request, business rule A is applied correctly and assigns the Request to a particular Group. Now when I open that Request using
Prevent Requestor seeing Assigned To
Hi We have a business requirement that the customer that submits a request (as the requestor) should not be able to see the Assigned To Technician. They can see the Group, but not the Technician. Is it possible to not show the Assigned To Technician in the list of columns available in the View list? I understand that it is possible to prevent the Requestor viewing the field when they submit or edit the Request, but they are still able to add the 'Assigned To' column to the View list. An additional
ServiceDesk Plus - MSP 7606 released
We are pleased to announce the release of ServiceDesk Plus - MSP build 7606 Enhancement Made MSPSDP-2751: Option to enable SLA calculation on Weekends/Holidays Issue fixed MSPSDP-2467: Auto Suggest does not include technicians in the suggestion list MSPSDP-2584: In the new requester page, note regarding sending login information is incorrect MSPSDP-2595: Error while creating a purchase order with a user who is both a requester and a technician MSPSDP-2607: Unable to create a technician with SDAdmin
Service Desk Plus
I am considering Service Desk plus for MSP but would love CTI and Social capabilities as well, are there any plans to include this in the MSP version of the product ?
Service desk PLUS on 2 servers...
HI, Quick technical question... Can I connect 2 ServiceDesk servers (front end) to one (the same) database? I mean, I have one server which is connected to different database server (MSSQL). I need to build second server and put it in different location. Can I still use same database? Thanks for any info, Peter
Request Conversations Reply-To/Support E-mail
Is it possible to use a single e-mail address as the reply-to address for requests? i.e. When we reply to a request via SDP-MSP the e-mail message has a reply-to address that is the support e-mail address that is associated with the Account for that request. Trouble is, we then need an alias for each and every account as the support e-mail address must be unique for each account. we have about 200 accounts and climbing so needless to say the aliases become a problem. If we could configure requests
Service Desk Plus interface between MSP and another system.
I need to know how to create a secure interface between the service desk plus MSP and an external system. that information would need to drive in both directions, the MSP receives information from my system and my system of MSP. thanks.
We can not scan the workstations
Hello, We contact with you, because we use Service Desk Plus-MSP version 7.6 and we are making the scanning of workstations on different accounts, but it shows the message us: “Error : No response received from workstation. Probably the workstation might be switched off or does not exist.” We have checked that the error that it shows us, it has been on computer with Windows 7 Professional of 64 bits. We do ping, we have enabled TCP port 7, we configured the ports RPC and the settings DCOM, but
Managing Requests via Email
We've been using SDP-MSP to keep track of issues and logging the time spent on issues in the Work Log area. The trick is that our technicians are the ones that are creating the requests 99% of the time. We have it configured to automatically create requests from e-mail but it would be very helpful if our technicians could add work log entries to request via e-mail The tech's are on the road alot and it would be much easier if requests could be managed in the following manner. -tech sends e-mail
Time Wrong in SDP MSP
Server time is correct, time zone is correct on server and SDP but the time in SDP is 1 hour behind... How can I change this?
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