Allow user to access
Hi! everybody.. How can I allow user to access an especific module for instance: as administrator obviusly I can access to all one, but as a normally user I'd like to assign to access an specific module in my case (Inventory and Purchase), by default they can access only to (Request, Solutions and my details). Any idea, about it? Please see attach file.. Thanks ST
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Systems Integrator And Managed Services, ArabianITS is a leading IT systems integrator and managed services provider in the Middle East and North Africa region and Managed Network Service Providers, IT Management provider. systems integrator, systems integrators kuwait, Managed Services, Managed Services kuwait, managed services provider, managed services provider in Kuwait, Managed Services Provider Kuwait, Managed Network Service Providers, Managed Server, IT Management provider, Managed Security
ServiceDesk Plus - MSP 7605 released
We are pleased to announce the release of ServiceDesk Plus - MSP build 7605. Enhancements made MSPSDP-2010: HTML editor for request notes MSPSDP-2038: Enhanced search for requests MSPSDP-2476: Categorize mails to accounts based on the sender's e-mail domain MSPSDP-2633: Email notification when a new version of the product is released MSPSDP-2649: Translated to five new languages viz., Croatian, Czech, Bosnian, Hungarian and SlovenianIssues fixed MSPSDP-1806: When replying to a request, the account's
SLA's based on time since last action.
Currently it appears that SLA's can only be set to escalate after first response violation or total time the ticket is open. Is it possible to have the SLA escalate after so many days from the last action on a ticket? For example, if a technician sends an email or adds a work log the countdown restarts but if no activity either email sent or work log added then after .x. days it gets escalated or someone gets an email notification. Thanks for any help or ideas, Robin
Groups passed queue
Hi, We need to have a query that can list all tickets that has passed a special group within an specified time frame. Anyone that has something like that available?
Notification Rules not sending mail
MSP just doesn't send atomatic e-mails under Notification Rules. Many changes made, but no result. No LOG error generated too. Using build 7604.
restrict rights to modify assets
I'm evaluating ITSM tools to implement ITIL processes. In my company we have 2 teams of IT technicatians - each of them should just manage its own assets - In the SD+ test, Ive not yunderstood if itit possible to restrict the modification of assets information to only one of the 2 groups? I mean all users can see all data, but each team member shall only be able to modify its own assets... thanks m1x
Can't change My Data under USER in SD Plus!
Hello! When I want to change section My data, under the user, to me such error in addres bar (localhost/jsp/AuthError.jsp?module=AuthError like this: "У вас нет полномочий для просмотра данной страницы" "You don't have rights to view this page" sorry for my english... What I need to do for correct change My Data? Thank you for help!
jsp/AuthError.jsp?module=AuthError
Hello! When I want to change section My data, under the user, to me such error is produced: jsp/AuthError.jsp?module=AuthError Thank you for help!
Servicedesk Plus MSP 8.0
Hi! Is there any plan to release version 8.0 of Servicedesk Plus MSP 8.0 So you can have the Dashboard and service catalog. //Erik
Assigning different SLAs to differente customers
Hi, my company bought the ServiceDesk Plus enterprise - MSP 7.6 for Managed Service Providers, considering that it could support multi client. however i realise that i can't create/define various slas to various clients. How can it be done? Best Regards. Miguel
Time spent report - Summary Report
The timespent SUMMARY report does not give correct results when you choose to summarize the columns by 'SUM' of 'TIME SPENT' ... the numbers are WAY off ... seems to be calculating Elapsed times (Time created - Time closed) ... I though that the time spent is derrived from the sum of 'Time Taken To Resolve' entered in the WORK LOGS. It DOES report the correct values if you choose to Summarize by 'Count' of Requests. We are testing and this is a major feature that we require so that we are able to
ServiceDesk Plus - MSP 7604 Released
We are pleased to announce the release of ServiceDesk Plus - MSP 7.6 build 7604. Enhancements made MSPSDP-2022 & MSPSDP-FEATURES37: Account based notification rules for requests MSPSDP-2052: Choose default site for an account [Common site should not be created] MSPSDP-2503: Ability to customize mail sender nameBehavioral Changes MSPSDP-2507: Support e-mail address for accounts is made not mandatory MSPSDP-2509: Only an SDAdmin can apply the product license. Other technicians
Does not support multi slas for differente customers in MSP - Multi Service Provider???
Hi, my company bought the ServiceDesk Plus enterprise - MSP 7.6 for Managed Service Providers, considering that it could support multi client. however i realise that i can't create/define various slas to various clients. How can it be done? Best Regards. Miguel
Account Additional Field
How to add some additional fields for any Account to hold some more information about that account, there is no additional field option available for either Account or Site
Adding a Requester...
Quick one - I've got Technicians assigned to a custom Role, which allows them to create Requesters, however this function is not available from the "Quick Actions" menu. Can I make that option available, or should it be there already?
query hardware changes
Hi, I want to know when removed or changed ram, harddisk, board or another else from workstations. do you send me a query for this? there have a report for this which name is Audit history by hardware changes but there are very details on it and no show query button. just i want to what physical hardware changed, which workstation and when?
Best practices fo managing multisourcing efficiently
Hello, are there example - white paper about using ServiceDesk in order to manage collaboration between several suppliers? (multisourcing strategy). Thank you Roberto
ae_scan.vbs Script Problem - Not updating to the server
Hi, I am running SDP MSP 7.6 and have the ae_scan.vbs script setup in GPO to run when any user logs onto the domain. The problem is if the user doesn't have admin rights (the majority of our users and we're not about to give them admin rights) logs on, they recieve a windows script host error saying they do not have the privledges to run the script and need admin priviledges, and for the few users who are admins, when we login, we don't recieve an error but the script is not updating SDP MSP with
Possible Apache and ServiceDesk MSP, same server?
hi, Im evaluating ServiceDEsk Plus MSP, i install in my dedicated server that already has Apache. Actually it works if I put http://www.myaddress.com:8080 I try with with SSL https://www.myaddress.com and dont work, just when i put https://www.myaddress.com:80 Which ways do i have to make it work in one of this address configuraring SDPMSP or Apache? Its possible? https://www.myaddress.com or without SSL with cname modification http://support.myaddress.com Thanks
Getting this error while trying to auto assign users on the asset tab
ServiceDesk MSP 7602 build any ideas?
ae_scan.vbs not working in Active Directory GPO
Hi, I am running SDP MSP 7.6 and have the ae_scan.vbs script setup in GPO to run when any user logs onto the domain. The problem is if the user doesn't have admin rights (the majority of our users and we're not about to give them admin rights) logs on, they recieve a windows script host error saying they do not have the privledges to run the script and need admin priviledges, and for the few users who are admins, when we login, we don't recieve an error but the script is not updating SDP MSP with
First Response escalations
Hi all, We're running ServiceDesk Plus MSP 7513. We have 3 SLAs defined in the system as "Default Settings", and every site we have is set to "Refer Default Settings". We have configured an escalation in the SLAs to email certain people 15 minutes before the "Response Due By" time is reached. The requests flag as "First Response Violated", but no email is sent. As we are contractually obliged to respond to our customers within certain time frames, it is critical that we keep to these timescales,
New Incident
I have 2 templates for Users - Incident and Request templates. No matter which is chosen there is an additional " Change Template " button at the top of the screen which has an additional drop down option " Default Request " which I would like to remove from view. Is this possible or can I remove the " Change Template " button completely ?
Creation of Accounts does not logically name Sites
G'day, When an account is created, it automatically creates a site called "Common Site". While this may be fine if only one or two sites are created at a time, when multiple sites are being created you end up with numerous sites called "Common Site" and therefore you have to go into each one and change the name to reflect the Account to make it slightly easier to create requests. Rather than creating "Common Site", it should have some reference to the parent Account, eg "Account Site". Rgds Ben
Support E-Mail Address - What's it for?
Hey, So, i'm just setting up SD+MSP and am importing the accounts but can't seem to get my head around the Support E-Mail Address field. I see that it needs to be unique and i see the note that is there: Specify the ’To’ address to which e-mail requests will be sent by a requester from this account. Any replies sent to requesters from this account are also sent using this e-mail address. Can someone rework how this e-mail address is used? thanks, dean
AD Sync and System Scanning
Hi, I have a question here that i have hosted SDP MSP in my Data center and i have 1 client on remote location. Eg Network1 is remote location client network name. How do I Sync the AD of Network1 Client with my SDP MSP. How do I Scan System of Network1 Client in my SDP MSP. And how many account we can create if i have 10 technician license.
Service Desk Plus - MSP Version 7.6
Hi, I am currently testing the software (Amongst many others) and i like most of the features so far, i am looking at this from a totally NON-IT stance and am looking to use it to provide support for our clients for the products we sell/maintain/support so i for eample would like to see things such as the below but also would like to know where to see a better roadmap for 7.6 as i think some items i would like such as Account Specific Request Templates are already scheduled but i can not find a
Remote Control within network issues Windows 7
I am having issues with the remote control within network. assets > workstatios > laptop1 >remote control within network, Then the connect remote workstation wiondow pops up and starts installing the agent.exe (installs ok) and trys to authenticate your connection with the user/laptop. The authenticate your connection window is not poping up on the user side. all workstation on the network are laptops running windows 7 64-bit Professional. all laptops are scan in to asset > workstations I have
ServiceDesk Plus - MSP 7601 released
We are pleased to announce the release of ServiceDesk Plus - MSP 7.6 build 7601. Enhancements made Improved product performance in list view pages Ability to associate a request from customer account(s) to a problem in MSP account.Issues fixed MSPSDP-2182: Requester can see site names across all accounts through "View Source" of New Request Page MSPSDP-2318: First site is shown twice in scheduler->Technician Availability Chart MSPSDP-2346: Exception while selecting workstation only/server only in
Errors in System log details
Receiving messages in log details like "Exception while updating the Requester details" "Going to clear report cache directory for the technician".Please let us know why these errors are generating.
remote agent permission's
how do i add remote agent access to an admin account
Can I get new requesters to be automatically be added to an account based on their email domain
Hi, Can I get new requesters to be automatically be added to an account based on their email domain. For example if a new person who is not currently setup as a requester sends an email to helpdesk@msp.com . Eg I want from address of name@cust1.com to be created in the cust1 account common site. or any new requesters from @cust1 to be created in the cust1 account common site. I want from address of name@cust2.com to autobe created in the cust2 account common site. we have many customers
No Categories available for new requests after update to 7.6
Yesterday night I made the update of SDPlus MSP from 7.5 to 7.6. Everything worked fine without any error messages. Since the update there are some troubles with the account-based categories. We have 7 categories and all of them have the "This category is applicable for all accounts"-Box checked. When we now create a new request the Category (and Item and SubItem) Dropdown is empty independent of which Account/Site is selected. If we leave the Category empty and edit the request after the creation
Default view to All Accounts
We operate an internal helpdesk and have multiple domains so have split them off to different accounts on ServiceDesk MSP. Our IT Dept logs in as local authentication and have access to all accounts. When we create a new request that is for a specific account or we view a request for a user in one of the accounts when returning to the Request list we are switched to that account's view so only see jobs currently active in that account. How can we default the helpdesk to always show all accounts and
Technician Selection Restrictions by site
Is it possible to restrict a technician who is assigned to a site from viewing the technician list or assigning requests to technicians that are not assigned to his/her site?
Two ServiceDesks in a mail loop
We provide service to a customer who also uses ServiceDesk. I'm sure this situation must have come up before, but we're getting mail loops, when our customer forwards a mail from within their ServiceDesk to ours, which creates a request and an acknowledgement email, which in turn creates a new request in their system, and so on. The only way I can think to stop this is with a multiple line spam filter (on sender and description), but this will still create one incorrect request. Has anyone come
Account Specific/Site Specific Announcements for SDPMSP 7.6
Are there any plans in RoadMap to add Account Specific/Site Announcements? Currently, you can not post an announcement that is only relevant to a specific region, account, site, group or department. This would really help in providing proactive communication to customers.
Assigning Business Rules per Account
Does anyone know if you can assign business rules per account on ServiceDesk Plus MSP? Basically, we have a number of companies that we support. At present, when a ticket is logged it has a generic email that is sent to say that we have recieved their request, this is the ticket number etc. Now, for internal requests, I would like to have a message that says "If your request is urgent, please call IT Support on xxx and we will assist you". I do not want this to go to any of our external customers
Unable to upgrade to 7.6
I've just posted this under the 'Start a discussion' area but have just spotted the 'Report a problem' area - apologies for the duplication. Hi - I am experiencing issues updating to 7.6 from 7513. The steps I am undertaking are as follows: 1) Stopped SD service using the shutdown command. This doesn't work for me and the server seems to automatically restart itself. I receive the following in the wrapper.log file: ERROR | wrapper | 2011/01/06 10:52:31 | JVM exited unexpectedly. STATUS
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