Data conversion - SDP to SDP MSP
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? Again, the new tenant will be using MSP (Incident, Change, Project, and CMDB) *before* we are
How does the Work Log Timer work
Team, I upgraded to latest version of Servicedesk Plus Build 9205, I did like to know how to mark the First Call Resolution and also How to add the Work Log Timer CURRENTLY when i click on Work Log Timer, I get a box to add comments, after that when I click Start Add to Worklog nothing happens. Also please advise how to mark First call resolution on ticketsNT .. AFTER THAT nothing happens
Problem assigning domain to account
Hi! I'm having a problem to assign a domain to a new account. By mistake domainB.local was added to the MSP Account, and now I need to assign it to a new account. The problem is that the add new domain wizard gives me this error: I cannot find where to remove the domain from the MSP Account. Thanks! Regards
ODBC with Postgres
Hi, It's possible create a connection like ODBC with the Postgres database? For use with Excel Thanks in advance Mike Diamond
Image in email notification
Hi, Can i insert the image or use HTML format in the email notification template?
different template the reply mail. If possible ??
I have several supports groups. (one x departament ). could have several templates to reply by e-mail when a new request is received depending on the group?
Request status - visibility for different accounts/support groups
Hey all, is there a way to select what request statuses are visible per account/support group? I'm thinking about implementing the MSP for the whole organisation, but that would require creating 10+ accounts with completely different business processes. If I can't differentiate the aforementioned request status - a BIG list would show up for the technician and that's something I'd like to avoid. Best regards, Marcin
Publishing the helpdesk
We have just installed servicedesk plus enterprise and all is ok on the host server where it is installed, we have imported users fine and also set the technicians up and set it to use AD authentication and to use port 8080. How do we set up a web address so that others can access it? We have tried using http://server name or IP :8080 but nothing loads any help appreciated so we can set it up.
Change requester
Hi, I tought that i had posted this, but i cant find it. We looking into start to use the change management feature in Service Desk plus MSP. According to the help text we should be able to set a requester to have the change Requester role. But i can't find how its done. Does anyone how it is done? //Micael
Remote support servicedesk
What are the ports the should be opened from the msp servicedesk server to intiate a remote support session with a customer connected to internet only
SLA notifications - different subject accord the level
Hi Team, In the Service Level Agreements, there are 4 resolution levels, the four notifications could have 4 different subjects as the level number? Thanks for your help Mike
REST API: Return request details for all requests for a given loginname
I've been tasked with displaying all of our user's requests in their portal account, so they can track the progress of their requests. What might the XML request look like for this? EDIT: Apparently this is the wrong forum for our product. I've started a new topic over in the SDP forum.
Importing Problems
Hi, We are contemplating switching from Service Desk Plus to Service Desk Plus MSP. We have a large amount of problems we would need to import over. Would this be possible? Cheers.
Change Requester
Hi, I tought that i had posted this, but i cant find it. We looking into start to use the change management feature in Service Desk plus MSP. According to the help text we should be able to set a requester to have the change Requester role. But i can't find how its done. Does anyone how it is done? //Micael
[SDP MSP 8316] Domain controllers for contingency
Hi ME Team, Regarding contingency scenarios, how can (if its possible) to define two domain controllers in SDP, in order to if one fails, users can keep logging using the other domain controller? I tried to duplicate in WINDOWS SCAN two domain controllers, but because they have the same name of the domain (even that are two different servers) I receive an error. Meaning, i cant have two entries of two different dc's with the same domain. Am i doing something wrong, or this option is not available
Setting up custom report question
I am creating a custom report, and need to setup a specific time frame as a criteria. I am only seeing an option to pick a date or date range. But I need a report that gives me all the tickets that were opened in the last year between the hours of 11pm and 6am. Is this possible? Thanks in advance!
How can I delete a record/ticket?
How can I delete a record? We have a record that has an incomplete email address and keeps on reopening. How can I get rid of the record/ticket?
Integration with Asterisk with SDP MSP?
We are looking at telephony options and are considering using Asterisk and part of the appeal is the integration with SDP. Does anyone use Asterisk? Does it work well with SDP? Any issues? Any advice that you would like to share? Thanks!
Error upgrading 8313 to 9001. Exception occurred while extracting EEAR file : applications/AdventNetServerContainer.eear
Upgrading from 8313 to 9001 resulted in this error. Exception occurred while extracting EEAR file : applications/AdventNetServerContainer.eear ManageEngine starts ok and everything seems ok. Am I safe to ignore this message or does it imply something is likely to fall apart down the line? Steps were upgrading first from 8313 to 8316, log in then shut down ManageEngine and upgrade from 8316 to 9001. First upgrade went smoothly, 2nd upgrade showed the error above though seemed to complete ok albeit
SLA based on Time of Day
Hi Everyone. I am new to ME ServiceDesk only had it for 3 days, so I am muddling my way through. I have clients that have different SLA's based on the time of day the request is made. I would like to be able to setup up SLA's within ME to reflect this. I understand from what I have seen that this isn't too easy if at all possible. I have been playing with Priorities, but once again there is no way of using those based on time, unless of course I name the priority in that way i.e. Priority =
How to configure a requester to multiple accounts and its sites
we are using sdp msp 8202. we have a customer, who logs the cases for multiple accounts and its sites. we need to provide single login credentials to them to log the cases. is there any way to configure the same. Please let me know, if this functionality available. Thanks in advance Pradeep Kumar K
Limit on Category, Sub-category and/or Item?
Is there a maximum amount of categories, sub-categories and items i can create?
Windows Server 2012 R2 and SQL 2012 officially supported?
Hi! Do you officially support Windows Server 2012 R2, SQL Server 2012 and Internet Explorer 11 for SDP MSP 8.2 Build 8205? We successfully evaluated the product in such an environment and are ready to buy our license but we would like to make sure that you officially support the newer Microsoft base products in advance. Thanks, Helge
Question on comments field
Hi team, How many characters supports currently the field "comments" to do descriptions in the Incident and Request templates? It is possible to enlarge it by DB? It is for a document management process for a client company of this product. ACT
Sorting Gantt Vieww in Projects
Hi Everyone Stumped on this one, anyone know the answer? is i possible to sort the gantt view of a project by start date INSTEAD of of the default A-Z?
Business Rule
I have a business rule that is on a specific account. I would like to apply the business rule with the same name that is under all accounts and default settings. How can I get this account to revert to using the default settings business rules? Is there a way (maybe a sql query) to identify any accounts that are not using the default business rules? A quick sampling of a few accounts shows that there are several, likely many, that have a custom business rule for the account. This is an error
How to change the default requests view of Requester
Hi currently Requester default view is My Open Requests. How can i change the all the Requesters view to My Pending Requests. do we have any option available on admin panel Thanks Anoop PS
change the default template for quick create incidents?
Is it possible to change the default template that is used when a request is submitted via the "quick create" option? Alternately, is it possible to change the default template that is used for emailed requests? Thanks.
ServiceDeskPlus MSP build 8313 migration from MS SQL to PLSQL
Hi, We are migrating our ServiceDeskPlus MSP database from MS SQL Server 2008 to PostgreSQL 9.4.5. Out SDP build is 8313, it is running on Windows Server 2012 R2 standard. Unfortunatelly, SDP service cannot start after new PostgreSQL server is set up using changeDBServer.bat. The following is logged in ServiceDeskPlus-MSP\bin\wrapper.log file: INFO | jvm 1 | 2016/02/03 12:13:08 | Trying to start PostgresSQL server failed ERROR | wrapper | 2016/02/03 12:13:09 | JVM exited unexpectedly. STATUS
Parameter Error: Value "Resend" passed for parameter 'notifyTo' is not in the allowed list / format
Hi, Good Morning. We have the SDP-MSP Built 8313. All the time when I need to resend a e-mail, show me the follow error: Do you know How I do to resolve this? Thanks for the help! Regards Rogerio Paliosa Correa Monitoring Analyst Av. Dr. Chucri Zaidan, 1550 - 29º andar CEP:04583-010 - Vila Cordeiro - São Paulo 55 11 2222-1145 rpcorrea@interaxa.com
Customize Control Panel
Hi, It is possible customize the control panel? I need to add/modify the graphics o gauges Thanks Mike Diamond
Find Blank Fields in Request Module
Normally, I use the Magnifying glass and enter a string or number to filter out a subset of requests in my list. However, what if I want to show all records where the value is blank? I've tried Blank, Null, "", " ", '', ' ', a space, and - (the default value placed for a blank value)...nothing seems to return the rows where the value in the field is blank. Any ideas? Thanks, Mike
what is the SQL statement for field SLA from Requestes->My OverDue Requests
Dear All could you please provide the mapping SQL statement for the field "SLA" from Requests->My OverDue Requests? thanks for your help Scott
How different about Site in Account and MSP Site in MSP Detail
Hi all, i go consultion and my customer ask me about the difference between Site in Account and MSP Site in MSP Detail. Would someone help me please? Please share your documents or your knowledge about that. Thanks, Cuong
Has ServiceDesk Plus MSP ever integrated with OpManager and Application Manager?
Dear all, We are going to integrate and do demonstration ServiceDesk Plus MSP and OPM, APM to Customer but I do not find or know it that integrate with ServiceDesk Plus MSP. If anyone has link or knowledge, please share me Thanks
Share ppt file slide Servicedesk Plus MSP
Dear all, I have found somewhere on ManageEngine site but I have not found ppt file. If anyone has this file, please help and share me Thanks
Account Reports
Hi all we have been using servicedesk plus msp for sseveral months now but I require account reports to provide to to my customers. I am surprised there are no account reports as standard as this is designed for msps. type of reports monthly summary reports SLA reports on all incidents Trending reports of incidents over 12 months for accounts I would be interested to know what reports other SDPMSP users are providing to their account customer if anyone is willing to share Your Version : 8.3 Build
Technician respond to request via Email
we are currently using Spiceworks and are migrating to SDPMSP. we rely heavily on the ability to respond to tickets via email, and this feature does not work in SDPMSP. If a requester sends an email to servicedesk, the technician assigned gets an email saying something along the lines of "Requester has responded to the request assigned to you with the following information: " the technician can then reply to that email, and whatever the technician replies is added to the request in servicedesk,
Importing tickets from old ticketing system
We are about to import tickets from our old ticketing system. These tickets already have an existing id that we want to preserve so that we can reference them if we need to in the future. Is there a way to add the existing ticket numbers during the import? Will I be able to search for that ticket using the old ticket number in the search field?
Importing accounts
I am in the process of importing a csv with accounts. There are about 40 columns counting the existing fields and additional fields that were added. The csv contains about 700 accounts. It has taken several hours and still says processing. During this time the system is unresponsive to other requests or just really slow. The browser just spins and says connecting. It is using less than 5% of the cpu and about 1.3 out of 8 gigs of ram. I am running 8315 32bit on Windows server 2012 and a SQL
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