Auto replies from out of the office emails
How can I prevent automatic reply emails from being logged/appearing in the request queue? Thanks, Joe
Help -- Service Catalog
Hi all, Could you help me please about this information. Is it possible to configure different Service Catalog to different Sites? Thank you!
SLA with Retroactive Effect
Hello, We introduced a new SLA but we are interested to see it applied on all previous WOs that fall into its criteria. However, there seem to be no way to do it on ME SDP MSP, anything to suggest? Regards
iPhone SDP MSP Application Update
Since the new iPhone application update it appears that we can't log into our MSP system. We get an error "Provide a correct server" even though the server is correct and it will not save. Then if we exit the application and re-load it we can get the user name/password screen and it comes up with: "Request Failed. Status : 403" It is affecting everyone in the office that uses an iPhone application.
Help -- Is it possible configure "Request format"?
Hi all, I have a situation that I need configure a template for end-users. When they open a request/ticket that these requests generates "sequences" with a format like example below: Example: Request_Sequence_Number/Year 001/2015 Is it possible to configure like that? Thank you!
Help -- Is it possible customize Portal for the end users
Hi all, Is it possible customize Portal for the end users? print attached.
Help -- Creating two Incident Templates using the same fields, but with different informations
Hi all, I have a situation: I need create 2 templates for different accounts but in both cases it will be necessary create fields using the same names but with diffferent informations. Template A fields: Product (info a,b,c) and Version (info a,b,c) Template B fields: Product (info d,e,f) and Version (info d,e,f) Is it possible? Thank you.
Help -- Service Catalog
Hi all, Do you know if is it possible to configure Service Catalog for different accounts? Because I would like that "account1" it is able to see specific services and "account2" able to see other specifics services (but they can not see each other's services). Is it possible? Thanks.
SDP MSP edition downgrade
Hi, i am currently running SDP MSP professional edition. due to our current busines needs, standard edition of SDP MSP would suffice. Is there a downgrade procedure? Thank you, Matija Šinogl
Why Work log not showing on Requesters Login
i am not able to view the worklogs of requesters tickets, why its not listing ?
Changing theme of solutions page (knowledge base) for public users
The administration section of the system allows you to change the theme for each account (Admin --> General --> Theme). This works fine for those users logged in, but what about the publicly accessible knowledge base? E.g. [ServerURL]/sd/SolutionsHome.sd. How do you apply theme changes to this page or override the defaults for it? It seems to always take the default theme.
Automatic first answer
Hello, Is there a way to stop automaticaly SLA's first response time clock? Requester is receiving mail with confirmation that his ticket is registered in our system so officialy is informed that we "know" about his problem. Can this mail (or any other info or action) be treated as first answer and stop the closk for first response ? Thanks.
Pre-built APIs between SDP MSP and SDP
Are there any pre-built API routines to work between the SDP MSP and SDP platforms that I could leverage instead of having to start from scratch? Thanks, Joe Pedota
Assigning Specific Technicians to specific Sites \ Accounts
Hello, Thank you in advance for taking a look at this. Hopefully this can be resolved quickly. Here is what we have: Account \ Site 1 Account \ Site 2 Account \ Site 3 Tech1 Tech2 Tech3 Tech4 When I first set the application up, I had to accounts, and was able to get them setup to assign tickets correctly between the two accounts. We have two technicians that are auto assigned to the tickets, and two that are just for monitoring. We now have a new third account, and I set it up the same as I did
Group cleared after assignment
Hello there! I have a problem with support group assignement. When a ticket is created it is assigned (based on business rules) to specific support group. Technicians that are in group getting alert by email , etc... everything work fine, BUT when technician go to ticket details and click "pick up" ticket is assigned to him, but the group is not assigned anymore in ticket details; when I want to assign group again - I CAN NOT CHOOSE ME FROM THE GROUP (I'm in "Serwery i storage") Any idea why I'm
Organizational Details - Department List
Hello, I'm trying to copy the Dept List under Default Settings to each of my assigned sites. Is there a way of doing this without having to create each dept for each site individually? My current version is: 8.1.0 Build 8121 Thanks.
ServiceDesk Plus MSP behind an Amazon Elastic Load Balancer
Hi, Has anyone attempted to set up ServiceDesk Plus behind an Amazon load balancer (ELB)? I've tried to do this with the ELB set up with an SSL certificate and filtering traffic on HTTPS / 443 through to and from port 8080 on the server , but this hasn't worked - I can get a login screen, but on logging in the browser then attempts to connect to http://servicedesk.mydomain.com, which the ELB isn't configured to provide (and would defeat the object if it was). I guess the solution may be to set the
API - Length of Details
Is there a size limit via the API calls to ServiceDesk PLUS MSP in the DESCRIPTION section? In other words what is the maximum number of characters that can be sent?
multiple e-mail accounts
Hi, i am trying to figure out the following scenario and any suggestion would be useful: my company has acquired a smaller company. let's call my company, company1, and acquired company, company2. Every company has it's own set of users and for some time every company will handle its own users, but using the same service desk, thus meaning that users form company1, should send requests to support@company1.com, and recieve answers from the same email address, and users from company2 should send requests
Add changed content to notification when ticket is updated
Hello again :) ! I would like to include changed content into notification. When ticket is updated, users gets email with information that his ticket is updated, but I am not able to iclude what was added/removed/changed, etc... Is there a way to add only changed content to the notification template so requester can see right in the notification what was changed ? I know that requester can go to the history tab for particular ticket, but putting this into notification would be realy great. It was
Group notification when ticket is updated
Lets assume that we have a group of users (same department, same site, same account). Is it possible to notify this group of users when ticket in their group/site/accout is modified (not solved, not created, not closed) - only when modyfied (ie. other user put some comments, add attachment, etc...?
Install ServiceDesk on new Windows 2015
We are setting up a new Windows 2012 server for the latest version of ServiceDesk. It is currently setup on a Windows 20003 server. So I want to install a new fresh copy of ServiceDesk and the latest patches. Where can I download the most current version?
Automatically assign default SLA to a ticket
Hi everyone, I am using SDP MSP V8.3 build 8314 (free version. I have created a new SLA, but it does not seem to apply to new tickets. Is there a way to assign a default SLA to all tickets for all accounts? Regards, Leslie
Contract Billing
Hello We ran contract billing for some of our clients for testing Unfortunatelly we prepared contracts with some mistakes in dates. (For instance, 2 contracts start in the same month - take a look on the enclosed screens) Right now we get mail day by day - " Bill cannot be generated between two contracts" Is it possible to turn off/delete contract billing for all acounts completely??? There's no possibility to remove wrong defined contract or service plan (or even edit it) and this is very painfull!
Can I disable the self service portal?
Hello all, We're evaluating at the moment and everything looks good in terms of functionality but we don't want any of our clients to be able to login, nor do we want to provision them a self service portal everytime we add in an account nor do we want to have to specify a "login url" each time we generate an account. Is there a way to turn this requirement/behaviour off?
Business rule for many accounts
Hello! On my SDP MSP (free edition) I have many accounts. I defined also support groups. I want to create business rules as follows; - if category is hardware, incident is placed in hardware support group. At the moment, when I'm creating the rule, I'm able to do it only for one site - for my organisation. When trying to select destination groups in rule conditions/actions, I'm able to choose the group only if I defined them before and defined directly for my organisation (groups defined as available
High Availability
Hi team, We need to install a second server with MSP but for HA only. What do you reccomend to do that? Server 1 (production) <-----------> Server 2 (contingency) Regards Mike
Move Database from Service Desk Plus to the Service Desk Plus MSP version.. Possible?
We have had SDP Standard and we just bought SDP MSP Enterprise and I want to know how to move the information from one to the other?
Contract billing
BILLING: I would like to know why my contract billing, when they appear, the active one is not the one I see. It's always the expired contract that appears. I read the guide and I am doing everything as it should. Can somebody help? Thank you!
Go from SDP MSP to SDP.
Is it somehow possible to go from SDP MSP to SDP and bring one of the accounts (our own)? I imagine this might be done by exporting the right information from the DB (MS SQL). I realize it will be a new installation and re-doing of all customization but I would like to bring all the previous cases from this specific account. Possible or not? Cheers / Tome
Allow requester to log call for different site to the one they are associated with?
Does anyone know how to allow a requester to log an incident for a different site to the one they are associated with? We have created a custom template, but when we log on as the requester and try to generate a request, the Site field is greyed out and cannot be changed. The requester can view all requests for their account and is set as an Account manager. The requester is responsible for logging all requests for all their sites so I need them to be able to select the correct one. Many thanks.
Assign request to a Project
Hi team, Is possible assign requests to an existing project? I mean, many projects needs to associate requests (tasks and work hours) to add to the grand total and not managing it separately. Thanks for your response Mike
Unable to import requesters from Active Directory
Hi, I am using service Desk Plus MSPO on Windows (V8.3 Build 8314). I have set up a domain controller, and can scan it to get a list of ou's. When I try and import users, I get a lis of ou's, and can select the required ou. It then just hangs on "connecting to active Directory Server" and never gets further. At the same time, the manageengine windows service stops. Has anyone had this issue before? Regards, Leslie
API Call - Requestor Search by email
Using API calls, is there a way to search for a requestor by an email address instead of name?
Service Desk one time download Pricing?
I want to know the Service Desk one time download Pricing? Is there available with you? Please replay ASAP
Task dependencies not refreshing
Hi, After creating tasks ans change the order of them in the task dependencies tab those task are not in order like in the task section.
request with no site associated
Is there a way to make one of the following happen. Allow a non administrative user to be able to see these. Auto assign any ticket to say an unknown site if one isn't filled in or if it sits with no site for say 5 minutes. Allow the creation of a business rule that can assign it to a site send an alert that there is a request with no site filled in
Opening a request restricting the status?
Hi Team, Is possible at the moment to create a request set the status in Open only? And the change status will make after the creation? Regards Mike
Account details tab
When you are in a request as an admin a tab appears called account details. Is there a way to display that tab without giving admin permissions?
Notify Mulitple users of any change to a ticket
Occasionally, we need to have multiple users get notifications of any updates on a particular ticket. Since we can't assign a ticket to multiple technicians, how can we achieve this? Use case. A ticket comes in and a technician works on it. Another technician takes over and continues to work on the request. The ticket is escalated and the support lead and support manager are interested in all activity on this ticket. How can all these people get notifications on this one ticket? I do not want
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