New UI Style for ServiceDesk Plus for MSP like in ServiceDesk Plus
Hi, When planned change old UI style of ServiceDesk Plus for MSP to new UI style like in ServiceDesk Plus ?
E-mail notifications to technicians not working
Hi world, I create a preventive maintenance and schedule it, all works fine, but when the ticket is automatic created, the system don't send notification to the the technician, only appears in the Request list, there are a way to generate this notification to all the involucrated persons? Thank for your assistance Mike
how to add additional fields in reports or in search list view in service desk plus MSP
I created a Service Catalog and a service Category in my Manage engine. I also added 3 additional Fields in my Service Catalog as numeric Fields which Names are : Phone number , Order Number,Customer Number. I need to be able to search my requests using these 3 Additional Fields and I need to extract data from those fileds in order to make a report But The Point is that These Additional Fields are not listed in default Search Fields and also I Cant make a Report to find these fields information,
Sequence to periodically refresh test environment with production data?
MSP 9.0 Build 9009, Linux/Postgres Periodically (monthly maybe...) we want to "refresh" the test environment with the current production data. We take a full production backup ever night. I know about restoreData.sh, which is what I used to initially load the production database into my test environment a while ago. My question is, every time I want to refresh the test environment as described, do I just run restoreData.sh on test and load the production backup, or do I need to first run reinitializeDB.sh
Considerations to run DR version of MSP in Azure
We currently have an on-premises implementation of SD+ MSP This uses a Windows 2008 R2 server as the web front end with the SQL database stored on a separate SQL Server 2012 server running on Server 2012R2 We would like to configure a replica environment in Azure for disaster recovery purposes Can you advise if any guidance is available for setting up a cloud replica of on-premises SD+ Can you also advise if this can be done using our existing license or whether there is likely to be additional cost
API support/roadmap?
MSP 9.0 Build 9009, Linux/Postgres I saw a recent forum thread where it was mentioned that support for the Servlet API had already been dropped. Since we are new to MSP version, what APIs are supported and what isn't? I know I have team members interested in using the Servlet API and/or REST API for various things potentially. What is the status of the various APIs? Thanks!
Moving an Incident to another Account when Request created by email
We have Technician accounts that can manage all accounts and are in/associated with all Support Groups, Accounts and Sites. From these technician accounts we can raise new incidents/requests and assign them to any Account, any Support group, and specify any Requestor. However, when a Request comes in by Email and has a requestor already assigned, we are unable to re-assigning to another account/support group, and do not see requestors for other accounts. We try blanking out the requestor field
Archived Requests
Is there any way to get archived requests back into the active list ? Serious help needed. Any query? Anything???
URL to search in Solutions
Hi I am doing a function for a customer where I would like to be able to build up a URL for a search in Solutions. If I am searching for e.g. "ServerX failure" in Solutions. I would like to do the same search doing something like this with a URL: mydomain.com/SolutionSearch.do?searchfor="ServerX failure" Is this possible? Regards, Calle
Use urls (subdomains) to point to either Servicdesk or Desktop Central on same server
Hi First of all, this might be a basic question and I am very unsure about the terminology to use regarding this. I currently have Servicedesk MSP installed and running on a windows 2012 server which I connect to using a URL servicedesk.mydomain.com on port 80 This works excellent. I am now going to install Desktop Central MSP on the same server running on a different port, say 8080. (I know that you may use Servicedesk MSP integrated with Desktop Central but this is not what I want to do right now.)
New License
We have 8 licenses of ServiceDesp Plus MSP and need one more. ¿How can I boy the additional license? The minimum number of licenses I've seen in your on-line shop has been 10. Thanks
Business Rule execution not in Request History
The business rule changes applied to a request are not captured in the Request history. Is there a way to configure the system to capture business rule activity in history? I am running ServiceDesk Plus MSP - Version 9.0 Build 9008 / mssql
Download Previous Version (9.0)
I am in the process of setting up our test environment prior to upgrading to 9.2. I've tried to find a link to download the 9.0 version so I can transfer my production database to the test system and then perform the upgrade. But all of the downloads seem to point to the 9.2 version. Is is possible to get a copy of the 9.0 release (Windows x64), Thank you
SLA
my default SLAs do not work for all sites how can I copy SLA rules to other sites?
ServiceDesk Plus 9200 upgrade - can not
Can not press "Submit request" when we add new requests...nothing happends. I have updated with jar-file from this support-case: https://forums.manageengine.com/topic/upgraded-to-9200-and-can-no-longer-add-work-logs Worklogs now work.
Documentation Update
With the release of version 9.2 will a new Admin guide be released? The latest version available for download is 8.2. With all the new features a new guide is really needed. Also can you please tell me what is the latest version of SQL Server supported? Thank you
Note window is now locked within the ticket window - can this be changed?
Hey there, Great work on build 9200. I look forward to digging into the new form functionality, APIs, etc. The note window used to open as a new window outside your current webpage. The behavior in 9200 has the new note window moveable but locked within the web page window. Our technicians prefer the previous behavior so they could make notes in the small note window while being able to minimize the larger ticket window. This would give the technicians more screen real estate to work on
Upgraded to 9200 and can no longer add Work Logs
Hi, We have just upgraded to 9200 over the weekend and have run into a major problem! We can no longer add Worklogs!!! Please can you let me know how to resolve this ASAP. Kind regards, Shaun
Is it possible to set an interval for the Windows Agent scan?
We really appreciate the Windows Agent. It's helped us fill in a lot gaps in our inventorying efforts. Is it possible to schedule an agent scan? Possible options could be: Hourly Every four hours Every twelve hours Every 24 hours At one or more user-defined scheduled times (10:00 AM and 3:00 PM for example) I ask because I have multiple sites in my individual accounts so the Audit settings may not be a good choice for me.
Self Service Portal customization in Manage Engine Service Desk Plus - MSP
Dear Team, I want to be able to customize my Self Service Portal in either one of ways stated below: 1) Disable/Remove the "Home" tab altogether or 2) Clicking on "Submit New Request" on Home page should direct to the "New Request" Template directly instead of landing on the "Template Categories" page. Kindly help.
Release Notes for ManageEngine MSP 9200
Does anyone have a link to the release notes for 9200. The usual README link only takes you to the main features page!
Configuring the Pass Through Authentication in ServiceDesk plus MSP
Configuring Pass Through Authentication in ServiceDesk Plus MSP The following instructions will help you to configure Pass-Through Authentication under Admin – Active Directory. This feature is supported only for MSP Requesters and MSP Technicians. 1. Select the check box to activate single sign-on. Please choose the Domain name. You can enable Pass-through authentication for users from a particular Domain/AD forest. For authentication to happen for other domain users, the other domain should have
Test/Dev Instance of MSP?
What is the stance on being able to stand up a separate Test/Dev instance of our licensed MSP Enterprise edition? Can we do that under our current license as long as it is strictly for test/dev? Thank you
Two website vulnerability questions
SDP MSP 9.0 Build 9009 After setting up HTTPS and installing my SSL certificate I want to ensure the site is protected from known vulnerabilities. I ran my CA's inspection tool and it tells me that I have two weaknesses, 1) RC4 Cipher Enabled - A cipher suite is enabled that is using the weak RC4 stream cipher and 2) BREACH Vulnerability - The server is vulnerable to the BREACH attack For the RC4 issue, I found your FAQ article ( http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/how-do-i-disable-weak-and-anonymous-ciphers-from-being-used-in-https-connection.html
New MSP - multiple clients and incoming emails
I have MSP version 9.0 Build 9009. I've read through several forum posts and read several documents but I don't see a scenario like mine. Everything I see is for multiple clients each sending to an alias of the fetching mailbox. Here is my scenario: I have my incoming mail server mailbox set to servicedeskmsp@mycompany.com. I have clients ClientA, ClientB. I've set aliases in my incoming mail server such as: ClientAsupport@mycompany.com, ClientBsupport@mycompany.com. These are both aliases for
Import requesters from CSV without having to provide Self-Service login details?
I need to import requesters from CSV - these requesters exist in another product that we are moving them from. Is there a way I can import them without having to create/provide Self-Service login details for them? We have no interest in having login access for these requesters. Thanks
Can we default the Is non-billable flag to Yes?
When we add a work log to Service Requests, the "Is non-billable" flag defaults to "No". We would like this to default to "Yes". Is that possible? Thanks, Tammy Your Version : 9.0 Build 9009 Database : mssql
Redirect of Logout?
SDP MSP 9.0 Build 9009. Upon Logout, is there a way to redirect back to the login screen without having to "Please click to relogin"? By the way, the functionality I am asking about works in SDP, but I can't remember if it was something I tweaked or if it worked that way by design Thank you
auto login using link
I would like to be able to auto login users by adding login information in the link e.g: http://myservicedeskname.com/Homepage.do?username=myuser&password=mypassword I am currently in http mode Is there a solution also for https mode? I do not use AD logins. thanks
Next version of MSP?
Hi, I was advised earlier this year that the next release of MSP (to match the new SDP version 9 look and feel) would be released the third quarter of 2015. As we are now in the final month of the 2016 quarter I would like to know when this release is likely to appear.
Change Management/Problem Management and Dashboards
We have recently upgraded to version 9.0 build 9009 We are setting up a new client (account/site) and have performed test login as one of the requesters on the new site. Can you please advise on a couple of queries below: Is there a way to customise the dashboard a requester would see? We will have client-side account managers, who themselves will not log tickets,but will require to see all activity under their account. It would be good if these requesters could see a dashboard summary of all account
Report on pending problems showing linked incidents
Any can anyone help with a report on problems showing: pending problems only as per one account, including linked requests plus problem ID, problem title, problem description, current technician, priority and workaround? many thanks, Kathryn
How to configure & design SDP from start
Hi, Im new to the form so please be gentle on me :) We have recently purchased SDP and will be migrating over from our existing ITSM platform (Netheldpesk) over the coming months. Can anyone point me in the right direct for the best design and config steps to take, I have the admin PDF and its very useful but at 1000+ pages there is a lot of reading, does anyone have any advice or can point me in the right direction from best steps to take from startup or migration from another ITSM? Many thanks
Close a specific request
Hi all, Please review my senario: when a specific server has been DOWN a ticket generated with ID: #1234 in servicedesk via Email. and when it become UP I wanna the request :#1234 be closed automatically. In other words,How service-desk can close a specific request of a server automatically when the status is UP now!? Please help me fast warm regard.
Managing User Entitlements
We had hoped to use ServiceDesk Plus to manage our user entitlements. We created a great form so new user requests could be submitted to our ticketing system but then could not find an easy way to keep track of all the services and accounts which are assigned to each user. Using the "User - Additional Fields" options seemed like it would offer us the functionality we needed but we realized that "Checkbox" is not an option, so our plan to list entitlements on each user's profile with checkboxes which
Import single field
Hi Team.. I've created a new "Requester Additional Field" called "Office" but I need to import data only for this field.. Explain: Request ID ---> Office The idea is this import don´t make changes to the existent fields, only populate Office fields in all matched requests for this Account. I have a csv file with only Request ID and Office. Hope a help Mike diamond
Technician lost accounts in dropdown
I have a technician that now only has 1 account in the dropdown Account list when on the Requests tab. It shows ALL ACCOUNTS and 1 other account where he used to have access/list all our accounts...
Change of public web address does not change in Servicedesk
Hi For several reasons I had to change our public web address from support.mydomain.com to servicedesk.mydomain.com I seem to not, find all places and settings in Servicedesk Plus MSP where this need to be changed also. In all notifications (to all accounts including our own organisation) when we use $RequestLink this resolves to our old web address support.mydomain.com when mail notifications are recieved. Also When opening the Accounts tab I can see that all Login URI are still pointing to the
Adding an account is timing out.
Hey Our ServiceDesk+ is been hosted on the cloud and we are able to access it on our internal network but our admins are having issues adding accounts to our organisation. When we use it on our computer, we fill out the form and click save and add account option but the web page just keeps loading or it times out. When we jump onto our cloud domain and access the service directly and try to do the same option of adding the account it just keeps loading as well. Is it a firewall issue or can
License free doesnt
Hi Team, I already upgraded from 8039 to 8316 in a testing enviroment, i charge the backup file and restore real data, but still works in demo mode, i try to use in the testing machine the free license you delivered us, but dont allow to install, why i made wrong? The license was installed in the production server with v8309, but in the test server v8316 (the same license file) doesn´t work Regards
Next Page