"Account" Column
Greetings. I need to do custom view of requests lists in MSP. I have many additional columns with checkbox but "account". I need it very much!!! When i choose All Accounts, i want to see whole requests with accounts name not only requester or site. Because in my situation i have thousand accounts and ofcource i don't know their requesters name and sites (post addresses). When i need fast search in whole list of requests for all accounts i can't define which account belongs requests.... It's so stupid,
Work log + Tasks report
Hi Team, I need to make a report with the time spent in a request, I custom it Tabular report - Time Spent... but the report don´t add the work logs within the tasks, so the report is partiallly useful. The report must contain (minimum) - Request ID - Account - Subject - Time spent technician - Dates - task name (if exists) etc.. I don´t know Postgres query, i need to obtain the total of hours spend in a request tasks and work logs. Thanks for further help Mike Diamond
Advanced Analytics - Missing Fields
I have been attempting to create a report in Advanced Analytics but I have been unable to because the data I need is not being sent via the integration module in ServiceDesk Plus MSP. I need the information contained in the Subcategory field and that field is not available, the only field available is the Category field. Is there a way to add the "subcategory" field information so that it's available in Advanced Analytics? It would also be nice to have the "Item" field information.
Who else wants Hour:Min granularity in schedule/availability modules?
I would like to set technician availability, but it seems this is only available on a day by day basis, not hourly. I would like to set availability to the hour and minute, so that I am able to schedule after-hours on-call technician schedules, and allow technician auto-assign to auto-assign to the on-call technician, when all other technicians are unavailable, after hours. It seems I am unable to do this, as the scheduler seems not to have hour/minute settings, only day settings. I assume operational
Skype for Business Connector for SDP MSP
Hi, I would like to know if this works with SDP MSP as well? https://marketplace.manageengine.com/skype-busniess-connetor-for-servicedesk-plus Thanks, Jose
Removing Attachment form Email communication
I am looking for an option to remove one of the attachment form an email under Requester Conversations. user has shared some confidential information which needs to be removed, I can not remove the complete email and looking to remove just the attachment. We are using SDP MSP - 8.3 Build 8315 With MS SQL as database. Any help in this matter is greatly appreciated. Thank you, Rohit Pol
Incident Template - Requester unable to input data in Contact Number, Job Title, etc...
How to I set these fields to where a requester can input their data. There is no drop down option to select "Requester can set" that I can find. They have asked to be able to add their details in the Contact Number, Job Title and Department fields. Any help would be gratefully appreciated.
Error when deleting an accidentally created Account
Hi, thanks for reading, Recently i implorted several Assets via CSV to my CMDB module of Service Desk MSP and, due to an error in a comma in the CSV, an account was created instead of a department. Now, i cannot delete it, it says that the account "is being used by a module", despite I have already changed all the assets accounts and i cannot view any asset in that account, nor any client. What am I missing? Is there a way to find this related CI? Any hints? Thanks in advance! Regards
Setting up MSP for one company
Hey, as I am encountering various challenges and problems, I'd like to ask for your guidance/experiences/best practices. I am setting up MSP for ~300 target technicians, all in one company. I am assuming that each department will have it's own account, mostly for different notification rules, categories etc. Therefore I have some questions: 1. Each account needs it's e-mail. Should it be the same as one of the support groups within or different? 2. Sites - each account needs a site defined. How should
Guest user
Hello, Is there anyway requester can open a ticket without login credential!? We are using ServiceDesk Plus MSP and I want to know how people can open ticket manually without user name and password. Thanks Ali
REST API, Operation GET_ALL is not supported
Hi, Im trying to get information aboaut a specifik user/requester such as mailadress. I've been working with this API before when creating and editing case's but for some reason the operation name "GET_ALL" do not work. Following error occurs: <operation name="GET_ALL"><result><status>Failed</status><message>Operation GET_ALL is not supported.</message></result></operation> What might I be missing? Regards Pontus
rights of the account manager
Hello, is it possible to give more rigths to the account manager ? For example, I would like to give the account manager the possibility to change the priority of an incident ... Kind regards - Vincent
New Look / Modern Design planned?
Hi, do you have any plans to create a more modern look to the UI? OPManager 11 looks quit nice but SD MSP looks a little bit like the 1990's. Best Regards, Jens
Sending e-mail from the account e-mail address
We have a new installation of Servicedesk MSP and iI'd like some advice on the following. We have a single group of technicians that handle requests for multiple accounts. I've set up the accounts with a custom e-mail address (customer@myMSPcompany.com). E-mails sent to this address show up in the account as they should. However, when a technician replies to the request, the From e-mail address that the customer sees is (servicedeskfetchingmailbox@myMSPcompany.com). How can I have customers see
Where are the Technician API keys stored?
Hello, Where are the Technician API keys stored? Thanks in advance. Kind regards, Kerim Berkeveld
Managing Notification Templates for Individual Accounts
I am trying to manage two sets of email templates - one with embedded Request Links for clients with AD integration. The other without the links for clients that do not have AD integration. (For security purposes we are unable to let these clients access the portal) I can create a template for an individual account with no problem - but when I update the template for "All Accounts" the customised one gets overwritten. Aside from manually creating notification templates for each and every account,
Data conversion - SDP to SDP MSP
I asked this same thing over in the SDP forum but thought it might get more of a response here. Just a quick question... we are using SDP and have a year's worth of data in it (Incidents). We are strongly considering migrating to SDP MSP (on a new server). We have a client/tenant that we will need to put on MSP immediately. But my concern is if we have you do the paid data conversion for us, when we load that data into MSP, will it overwrite the database such that we lose that new tenant data?
Another question re: non-MSP to MSP migration
Let's say we have an existing & working installation of MSP ServiceDesk Plus. Everything is going well in that environment. Suppose we acquire a company that has an existing & working installation of ServiceDesk Plus (non-MSP). What are the options for integrating their non-MSP data into our MSP version? Is that a conversion that you guys can do (at a cost, of course) without impacting the data in the existing MSP version? Thank you
ServiceDesk Plus MSP - version 9.0- Build - 9007 - Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.0- Build - 9007. Please refer the Migration path table available here and upgrade to our latest build 9007. What's new in ServiceDesk Plus - MSP 9007 ? Enhancements MSPSDP-2622 : Ability to Assign Request template using Business Rules. Issues Fixed MSPSDP-9395 : Unable to save incident template in certain cases. MSPSDP-9397 : Scheduled AD Sync is considering only ten Domains during import. MSPSDP-9400 : Auto assign list is not working when
Cannot Delete Mode Name
Hi, Please guide me to delete the mode name. Even i've been delete the issues that linked to this mode, but i cant do it.
Error trying to manage MSP Business Rule
Hi, when i try to accesso to MSP Business Rule page, i get this error: "All sites in the selected account refer to 'Default Settings'. Only an administrator can create or modify configurations for 'Default Settings'. He can do this by selecting 'All Accounts' in the account combo-box and 'Default Settings' as site" (see attached file). I have admin user, and i also tried with ADMINISTRATOR user but the problem is the same. How can i fix the problem? Thanks. Best regards.
Newly Updated, 3 Questions
Just updated to the newest version this morning, and I have 1 issue, and 2 questions. Ill start with the issue. 1. After the update, it appears that the CSS is incorrect on a couple of the pages. When you go into a request, the buttons along the top (Edit, Close, etc..) are shifted down below the line they should be. Also the Admin page isnt showing the icons as it was previously. Now the questions: 2. Has the ability to change the default incident template per site been implemented yet? I had asked
Returning assets from a PO?
I created a purchase order for (3) iPad Pros w/ wifi+cellular. I ended up exchanging two of them for the wifi only version. How would you guys recommend I handle this within SDP?
Message History when Replying to Request through SD
Hi guys, I just noticed when I reply to a request through ServiceDesk, the previous message disappeared. Is there a way that when I Reply to a request, the previous message are still there? TIA
Differences SDP vs SCP vs SDP MSP
I run a NOC group at an ISP operation to help illustrate where these questions are coming from. For "typical" customer support, we have a solution in place and not looking to change it. However, I'm looking for better ways to handle: Network monitoring alerts (Solarwinds - alerts via email) Manage services customers (higher end customers who have direct to NOC relationship) Internal email requests from other groups Change Management These are the major items. So when I look at SDP itself, it looks
Restrict Control Panel to an external technician
Hi team, I have an external technician associated to one account, when I logging with his user the requests tab shows only his account (but even display the other accounts) but... when I go to the Control Panel the technician can see whole accounts in the Service Desk, I need the technician only can see his account. In the profiles I have: I have the 8309 release. Thanks in advance Mike Diamond
Pathetic service with data migration
Hi Team We recently bought service desk plus MSP. We also gave contract for data migration from support center plus to service desk plus. When we signed contact, there was no mention about any data migration restrictions, After signing contract and when have already provided go-live dates to higher management, ME team is talking about multiple restrictions and we are also facing severe attitude issues from ME team Request you to escalate this to highest level and help us in fixing data migration
Bulk Importing Smartphone as an Asset
I want to bulk upload our iPhones to the IT Assets > Smartphone. What is the correct csv format as I would like to create one?
Notification Rules - Technician Notifications by Account Doesn't Work
I am attempting to setup a technician notification for one of our accounts in ServiceDesk Plus MSP (9.0 Build 9003). When I access the Notification Rules page I change the account to the one I am creating the notification for. I then select "Alert the following technician(s) by e-mail when a new request is created". I then specify the technicians and customize the template. When I save the changes the notification is applied to all accounts, not the one I specified when I first access the page.
ServiceDesk plus msp - free edition
Hi, Which is the amount of technicians without cost included in the free edition of Service Desk Plus MSP Standard without support? What are the steps to ask for this license free? Regards Mike Diamond
Moving SD+ to new server
Good morning, I've found a couple of old topics discussing the steps necessary to move an existing SD+ install from one Windows server to a new one. Both were many years old. Can anyone confirm for me the current steps necessary to perform this move? Thank you very much!
Lock icon in View All Conversations
Hello, I have one simple question: Why is the green/red lock icon not visible when you click 'View All Conversations' ? Kind regards, Kerim Berkeveld
change server Servicedesk MSP
Hy, I need to change my servicedesk MSP server. I found this guide, but not work: https://forums.manageengine.com/topic/migrating-service-desk-plus-to-a-new-server When I make and backup in the old server, the program made 2 file .data (part1 and part2). When I restoredata.bat in the new server, any data wasn't imported. My SD MSP version it's 9005, on each two server. The differences between the two server are: 1 - in the old server the program was installed in E: drive, and in the new one server
Customize Login Page
I found where change the logo on the login page, but we want to create completly new login page, for each partners. Is that any way to do that? Thanks in advance.
MSP Device Based Billing
Hello All I am testing ME SDP-MSP and I am a device based MSP. We base our Services on the amount of devices we are supporting for a company. I thought I figured it out under Billing Rules. Does anyone have instructions on hour to setup a monthly bill based on x amount of money per workstation?
Notification to more then one person
Hi, I activated the email notification when a new request is created but I would like to sent that response to not only the reuqester who made the request but also the account manager for that client. Is there a way I can do this? Thanks
Is it possible to disable merge requests and delete requests options?
Is it possible to disable merge requests and delete requests options?
Roadmap ServiceDesk Plus MSP
Will ServiceDesk Plus MSP been on par with ServiceDesk Plus Enterprise. ServiceDesk Plus Enterprise has everything we would ever need except for the Account Features in ServiceDesk Plus MSP. It would be nice to have ServiceDesk MSP incorporate all the features of ServiceDesk Plus. The two products merged together will work for Enterprises and MSPs. Thanks
Show technicians as part of the requester list
Hi, I would like to know when SDP MSP will have this option available, as it is in the No MSP version. Thanks, Jose
How I can disable the password change by the technician in Manage Engine MSP?
I dont want the technician change his password to login in the Manage Engine MSP, but i dont find the disable option.
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