How do I get- Last Update Time - in Request output?
Hello, I'm able to get an individual Request and list of Requests. Both of the responses do not have- Last Update Time. This column is included in the .csv report we generate. How can I get this column in the REST call? Thank you. -- Dilip
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Newer versions not working for me
The latest working version for me is build 9009. Update to 9200 failed. Clean installation of 9205 failed. Going back I noticed I couldn't delete files because the paths were too long (patch folder). I was installing in root (E:\ServiceDeskPlus-MSP). So I did all I could to keep the paths short. I think the structure of the program folders is absurd. It should be possible to stay within the limit of 259 characters. I believe my installation problems are also due to long paths. I guess I will stick
Add last worklog column to report???
Hi, We have created a report which shows all calls that have failed SLA and are still open. Is there a way to include a column with the last worklog for the incident? This is so our managers know what the latest action was on the call. Many thanks.
How many login technicians or users with a 30 days trial?
How many technicians can login at once with a 30 days trial version on SDP MSP? With a Free version its only 2.
No Account Selection in Android App
Few months ago after my SDP MSP Android was made an automatic update, I can't see the account filter on left side, and can't add a ticket on behalf of another contact. Is just like my technician user don't have permissions do that.
Where can i Find the Signoff signature by the customer on SDP-MSP?
Hi, On my IPAD app SDP-MSP, the Customer Sign-off the resolution and appear on the request history, but i don't find the signature so i can show to the customer to prove that was signed off and show who signed off. Can you help me so i can show this to the customer? Vitor,
Self-service portal - how to show all templates to requesters from different account
Hello, I have set up MSP for my organisation where different departments have their own accounts. While trying to set up a self-service portal I can't create it in a way that requesters are able to see templates not associated with their account, nor can I personalize such templates with fields typical for a department. What I am aiming for is: - requester can see all templates associated with service categories from all accounts (or selected ones) - incident templates have their fields filled automatically
Using an external Postgres DB with ServiceDesk Plus MSP?
Hi, I'm a sys admin at a company that uses ServiceDesk Plus MSP, using a Postgres DB that's local to the server from which it runs. This is 8.3 build 8310. What we would like to do is have our system use an external database - ideally Postgres running on Amazon RDS. Is this possible? If so, please can someone point me in the direction of how this can be achieved? Obviously we would set up the external database endpoint, usernames and so on. We would need to migrate the existing database across to
Integrating ServiceDesk Plus MSP
Is it possible to integrate ServiceDesk Plus MSP with Desktop central NOT MSP ?
how to prevent technicians delete their assign task
when i assign task to technicians they easily delete that . and i cant follow project (excuse me for bad english)
Business rule to assign to an account
Hello, I have one question. Is that possible to change the Account if a new ticket match one condition. I have an example. I would like to create an account called "Management Requests". It should be an account where limited technician can have access. If someone from my company send an email to "request@mycompany.com", I would like that this requests go to this new account. Unfortunately, because the guy who send the email is an existing Requester, then the email will go under the account of my
CANT SEND EMAILS FROM SERVICE DESK PLUS V8 -MSP
I have a Service Desk Plus v8 - MSP setup. My tickets are created from incoming emails so I can tell my incoming mail is working fine. Problem is that I am not able to send replies to a requester from Service Desk. Notifications are not sent also from service desk. I have tested my SMTP relay using the command below and I received the email in my mail box. "Send-MailMessage –From user@domain.com –To user@hotmail.com –Subject “Test Email” –Body “Test SMTP Relay Service” -SmtpServer smtp.office365.com
Removed support group still selectable
Hello, We have removed an obsolete support group, but we can still see it as a selectable support group when we create a new ticket. How can we permanently remove it from the database? We are using build 9009. Kind regards, Kerim Berkeveld
Creating requests with requester details using REST API (json).
I'm struggling to pass requester details like contact number and email. The API accepts the parameters (no errors) but they do not get associated with the requester record... data={ "operation": { "details": { "account": "Sample Account", "description": "Description of the request.", "requesteremail": "customer@email.com", "requester": "Joe Customer", "site": "Sample Site", "title": "Title of the request."
Service Desk Plus not fetching emails
Hi, I have Service desk Plus MSP ver. 8.2 build 8211 and I was using email fetching features to receive requests by mail to open a request automatically... it was working fine with no issues, but suddenly it stops fetching emails without doing any changes from our side. Can somebody help me to troubleshoot the issue, please? Thanks.
[Support] Tab
Dear Support, We used to have access to the [Support] tab for checking logs etc in MSP ServiceDesk Plus. But since we upgraded to v9.2 Build 9204, this option has gone. Please advise (we have the free licenses) Best regards Jon Ward
Script for assigning Sites to Techs
Is it possible to have a SQL script run in Manage Engine MSP that would assign a list of sites to a particular technician?
Using production database on a test server
Hello, I'm seeking advice on using a production database on a test server. The first thing I did was disabling mail fetching, but is there anything else I have to take care of before I start the test environment? In case mail fetching accidently gets enabled, how can I set SDP-MSP to re-route all mail messages to 1 default e-mail address? Do I have to anonymize all e-mail addresses of requesters? Kind regards, Kerim Berkeveld
Service Plan - Monthly allowance
My client has infinite monthly allowance, is this the best way to reflect this in a service plan?
Query to import categories sub categories items with descriptions
Hi, I know that I can import categories, sub categories and items. But there is way that I can import as well their corresponding descriptions? Customer have a CSV file with all the categories, sub categories and items with their corresponding descriptions. I want to to use that file to import them without to have to go to each one and enter their description manually. Thanks, Jose
RMM tool suggestions
Waht RMM tool will workwith this software
Account setting
Hi all, need some help or ideas here! Here is my scenario: I have a customer which uses for example two technologes that we support and maintain. Call them TechA and TechB. My idea was to setup mail addresses for each of these two techs separetly but under the same account. For example when mail is sent to techa@test.com request is assigned to SiteTechA with all optons for that site (departments, technicians and so on). But I can fill only one support address on Account page, so I do not know how
Send notifications when request level is changed
Is it possible to send notifications to a technician (or a number of technicians) when the request level on a request is changed? A use case for this would be: We have a team of network engineers; Some engineers are more experienced and focus on the more complex requests, e.g. level 2 and above; While the junior engineers triage and attempt to resolve requests in the first instance; The group is notified when tickets are assigned to their group; When the junior engineers are unable to resolve the
Generate assets from CI´s
Hi Is it possible to create assets from a CI data base?, I mean there are many CI that are not as assets and I need to use them as assests to declare them in incident tickets.
ServiceDesk Plus MSP - version 9.2- Build - 9203 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.2 - Build - 9203 Please refer the Migration path table available here and upgrade to our latest build 9203. What's new in ServiceDesk Plus - MSP 9203 ? Enhancements SDPMSP-2405/6671 : Account name is added in Request list view column chooser. SDPMSP-10234 : Account and Requester REST API enhancements: Ability to Add / Edit / Update an Account using REST API. Ability to Add / Edit / Update Requester using REST API. SDPMSP-10243: SLA breached
technician problem
Hi everyone, everything is working fine but there is a problem with one of our technician, i added him before but i deleted so he is not appear anymore in the technician list, and then i added him again with new account but the problem now is whenever i want to make a new request the same technician appear twice when select technician, and im very sure that there is only one account for him, i even checked from CMDB but still nothing appear.
Add response as Technician Reply?
Is there any way to have a reply appended to a ticket not as a requester reply, but as a technician reply? For example, if a technician uses an application other than ServiceDeskPlus to respond to a ticket, can the fact that the response is being sent from the technician's email address be utilised to append as a technician response? Thanks! Michael Evans Systems Technician Apprentice Grey Matter Ltd
64K limitation on request description field
Just received the following error when creating a request "The size of the description being greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html" I found a post where this was brought up as an issue in SD Plus and fixed in July 2015 (release 9101) but I don't see this listed as an item for MSP anywhere. Just wondering if this will also be addressed in MSP? I didn't see it listed in the 9.2 release notes. Your Version : 9.0 Build 9009 Database : mssql Thanks, Tammy
Change number of recent items
Hello, Is it possible to change the number of recent items? Thanks in advance. Regards, Kerim Berkeveld
How to change ICON...
How can I change an icon that already in the Service Catalog?
Mail fetching issues due to CA cert issues
Hi - we had a problem last night with mail fetching. When we went to stop and start mail fetching we noticed that it was due to certificate errors. We notice that the existing server cert it's self runs from October 2015 to October 2017. It seems that the intermediate certification authority (CA) or even the trusted root CA had expired and SDP only had this CA in the local CA store. We used the tool following the directions on this link - https://forums.manageengine.com/topic/could-not-find-valid-certification-path-to-requested-target-so-kindly-configure-to-apply-trusted-self-signed-certificate .
9202 - System updates rocket Icon
Hi All, We upgraded from 9201 to 9202 over the weekend and we now have a rocket icon (tooltip: System Updates). Can anyone enlighten me as to what this is for as I can't see it mentioned in the release notes. At the moment, when I click on it I just get a blank box. Many thanks.
Job Sheet Customizer
Good afternoon! Say Job Sheet Customizer feature is in the version of service desk plus msp?
Delete AD import cache from the database
Hi, Please confirm if the instructions in the topic below applies or not to SDP MSP. Thanks. https://forums.manageengine.com/topic/how-to-delete-active-directory-import If not, please provide the instructions. Jose
How do I keep the original email on the request when replying to the sender
Whenever I click on Reply on a new ticket, it does not include the original email on the request. Is there a setting that will allow me to modify this? Same case when forwarding an email in MSP, the original email does not appear when I click on Forward. Any info is greatly appreciated. Thanks, RD
Worklog Report across all modules with Account
Hi, We need a report that provides all worklogs from all modules (requests, changes etc.). We have found reports that do more or less what we need from other forum posts, but they do not include the 'Account' field which we require as we use the MSP edition. Does anyone have an MSSQL query that will provide us with this information? The columns we would need would be as follows as an example: Module ID Module Account Title Created Time Technician Time Spent 1 Request Company Remote session with customer
JBoss or Tomcat?
Hi, SDP MSP uses Jboss or Tomcat?
Client close request: problems with link (unnecessary authorization needed)
Hello! We are using MSP SDP ver. 9200 So about the problem. There is a problem (I think so) with closing requests, when clients closing request from email notification link. When request receiving from Main Account, request close link looks like that: http://helpdesk.company.corp/workorder/CloseWorkOrder.jsp?woID=19319&KEY=1479111613673 When client go to this link, he has a new web-window, with the button: "Close Request" If request received from client1, link looks like that: http://helpdesk.company.corp/client1/workorder/CloseWorkOrder.jsp?woID=19319&KEY=1479111613673
Default Incident Template per account
Hello, Is there anyway to assign a default template when a request comes in through email, on a per account basis? As an example, currently I have two accounts, all using the Default Template when an email comes in. I also have a customized template per account. When the email comes in, I have to go manually edit the incident, and change the template, then fill in the required information. I would like to be able to set a default template per account, so when the email comes in, most of the information
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