[SDP MSP] Huge BUG in SLA escalation!!!!
Hello ManageEngine Support Team, About a week we have updated our sdp production server to the version 8.3 Build 8312. Every seems fine, until I tried to update the SLA escalations contact list in the default settings: - We receive this error: " No Technician available. Please add." All our technicians are uploaded in the default settings, and this always worked since we started to work with sdp since 2012. In our test server, that we use to test the updates before going to production, with the
Servlet API Changes in Build 8313
Good Morning, We recently updated our system to 8.3 Build 8313 and are now experiencing problems with our servlet API calls to create work logs. Our scripts have not been modified but we are now receiving the error 'WorkLog cannot be added due to Error Occuered While Loading Form Attributes to DO' in response from the API call. Has something changed in this version that has caused these errors? https://manageengingIP/servlets/RequestServlet The current parameters we were using successfully prior
Resolution Templates - by Account
Would like to be able to have Resolution Templates by Account so that certain text can be specific? Or can we add Request fields to the Resolution?
contract notification
Hello, If I set technicians for ''Notify technicians and asset owners when the lease period for the asset expires.'' in admin configuration is it unessesary to set ''enable notifications'' when I create a Contract? Or what is the difference between the two.
customise dashboard
please can someone confirm if the dashboard can be customised? please confirm what customisation can be done
Import Category form csv file - ServiceDesk Plus MSP
Dear, I would like to import Category from csv file and for only a ACCOUNT , but when I Import completed all ACCOUNT Impact How do I do that? Thanks. Hien
Clear database
Hi: I want to clear out the ServiceDesk Plus MSP database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
More than one stopped status
Hi people, Is it possible have more than one stop status and could choose it? When the timer is stopped the default is selected, but I want to choose between more than one choice. Regards Mike
Lenght of the "E-mail Id(s) To Notify" field?
Hi people, Can you tell me which is the character lenght of this field? When I put some emails the last were truncate. Thanks Mike Diamond
ServiceDesk Plus MSP Requirements.
Hi, I am evaluating ServiceDesk Plus MSP for our organization and going through the documentation before installing the trial got stuck on the System Requirements, either the document is quite outdated or the requirements are.. How come not even windows 2008 R2 is supported? what about SQL 2008 R2, 2012, 2014? I would not recommend to deploy such a server to one of my customers... I have available servers with Windows 2012 R2 and SQL 2012 or 2014, would this be supported? if not, is there any plan
Display SLA priority by Account
Greetings, I have a little problem with SLA in the creating ticket moment. I have severals Accounts with different SLA levels each, when the operator create a ticket in the Priority field ever appears the totally levels (Some Accounts have 1,2,3 or four levels). Example.. Account ACME have 2 levels of SLA - 01 - High - 04 - Low But when creating the ticket in the field Priority appears all of the 4 levels. - 01 - High - 02 - Medium - 03 - Normal - 04 - Low I need to discriminate by Account priority
Rest Api
Hi, I need to get data from SDP for my external application. I would like to know if it is possible to compose right requests to get following data: 1. Get technicians by account name or id. 2. Get accounts by technician name or id. 3. Get worklogs for technitian. Can anybody help me? Thank you very much in advance!
Billable work by category
We have several departments that will be interacting with clients through ServiceDesk. Most of the departments' work is not billable and should not go against their contracted hours. We have one department (professional services) whose work is almost always billable and will count against their contracted time. The work done by the professional services department is identifiable through several different methods. All their work will be under a single category with multiple subcategories and items.
SQL 2012/14 AlwaysOn Availability Groups for failover/HA
Hello, Has anyone used SQL server AlwaysOn AG for ServiceDeskPlus-MSP? I would like to install 2 front end servers behind a load balancer that both connect to the listener IP address of the AG. Will the software support two front end servers in this kind of configuration? Any other thoughts/ideas are welcomed. Thanks, Trent
Restrict solutions to certain groups of technicians
Can we restrict certain solutions and/or solution topics to different groups internally? Use case. We have many people who are technicians for different services that we deliver. We don't want technician group A to see the solutions for technician group B since they relate to different products. Additionally, we are using Servicedesk for our internal helpdesk as well. We have solutions for our sysadmin group that we don't want any other technician groups to see. Is this possible?
Change Account on a closed request
Good day, It's possible change the Account in a closed ticket? Change Account ACME to ACME2 ? Thanks in Advance Mike
REST API. Getting data
Hi, I try to get data from SDP for my external application, and I would like to know if it is possible to compose right requests for getting the next data: 1. Get technicians by account name or id 2. Get accounts by technician name or id 3. Get worklogs by technician name or id Can anybody help me? Thank you very much in advance!
Bill Rate
I am trying to understand how billing is calculated and if there is any room to adjust how it is calculated. Let's assume that the billing rate is $100 per hour for the work that is done. If all the work for the month took 45 mins to complete, how much is charged? Is it $100 (rounded up), $75, or no charge at all? Can we bill in 15 min increments? In this case if the work for the month was 1 hour and 15 mins would it or could we make it so that it would bill this customer $125?
Preventive Maintenance notifications
Hi world, I made a preventive maintenance and schedule it all works fine, but when the ticket is automatic created the system don't send notification to the customer and 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
Account attributes and incident templates
I have created an account attribute that I would like to include on the incident template. I haven't been able to find a way to do that. Is this not possible?
[SOLVED] API - Post method doesn't work
Hello, still no luck using API I fill a web form according to your documentation and send queries. GET, delete methods work ok, but I can't append any data using POST or PUT. Attach 1: "Invalid operation" error Attach 2: Mandatory element account not found. But account is on its place. How does it work?
Is there any way to set a field in a service request template to be read only?
I created a custom field called Service Name and default it to the name of the service in the template for each service. I use this field for reporting and request filtering. But I see that occasionally someone will edit the text in this field, which I don't want them to do. Is there some way to define a field to be read only, it can't be edited?
Request Filter View
After updating to v8.2 Build8203 when selecting a filter view the drop down menu always starts from the top of the list and not from the current displayed view. When this list is quite long it is frustrating to keep scrolling down. I have tested with an old server we migrated from that is running v8.1 Build 8106 and this used to start from the last view selected. Is this a configurable setting?
Archiving accounts \ requesters \ technicians
I have raised this before but had no response. Is there a way - and if not, can it be added to the feature list - of archiving accounts \ requesters and technicians? The drop down selection list becomes very cumbersome if we have to scroll through every account \ requester \ technician that has ever existed on the system. Example: last week a customer rang up asking why their request had not been progressed. When I looked at the reference this was because the request had accidentally been assigned
Mark offline a Site, how?
Hi, One of my Sites will be off soon, how can I make this site offline without loose the inner data? When a ticket is created this site don't appear. Thanks in advance Mike Diamond
Can we merge problems ? Can we link incidents from different account with same problem?
Hi, Using last version of SDP-MSP 8.3 Build 8310 with 100 users licence. Regarding the Problem Module I have 3 Questions: 1. Can we merge Problems ? 2. Can we have incidents from different accounts linked to same problem. (We have same product in different customers that can have same problem) 3. If we can't merge the problems can we relate one problem with other from the same account different accounts? If yes can you explain how we can do it? Thanks in advance. Vítor.
Pending customer notification
Hi, We were asked to send 2 notification to the requester if we don't receive answers when requesting details. Is there any option to use a second timer for some statuses that already have the "stop timer" flagged? for example: The user wants a new monitor, the support team asks him the size of the new monitor. If we don't receive any answer we need to send him a reminder after a few hours, a new reminder the next business day and close the ticket in the 3rd day.
How can i define an MSP Account requester as Account Manger on other Accounts?
Hi, My internal Sales team persons are "account manager"s for the clients (accounts) i have in SDP-MSP. But they are requester of the MSP Account. How can i Associate them as account managers for other accounts without being requester of that accounts? Best Regards. Vítor C.
Appropriate Role for Adding/Editing Requesters & Adding Sites
We run SDP MSP 8.3 8301. I am looking for the ideal role to give to one of our staff. She has a technician login and we would like her to be able to create new sites, and edit/add Requesters. It seems to give her these rights (SDSiteAdmin/SDAccountAdmin) it also means that she can edit service levels and edit business rules which we don't want her to be able to do. Are there any in-between rights that we can give her? Also any tricks for her being able to edit requesters without having to log a
Existing Test Plans
I need to document a test plan process for ME SDP MSP: - Testing in our test environment before upgrades to live system of product release - Testing post system changes (minor and major) Rather than create something from scratch I was wondering if anyone has a test plan that they have already documented that they wouldn't mind sharing?
Assigning Incident Template with Business Rules
I know this topic has been hit on in the Service Desk Plus forums but not in the Service Desk Plus MSP forums. Does anyone know of a way to achieve assigning a request with a specific incident template using a business rule? It does not appear to be an option or feature in MSP 8.3 build 8308 (current version I am on)
Asset explorer - site issue
Folks, we are testing assetexplorer for one of our clients and it keeps setting the site location to the default site rather than what AD has as the user/asset site. How can we remove this default and force it to use the AD site location? Or just allow us to set the site location manually. thanks, Kathryn
MSP 8.3 to 9.0
i see the new features and improvements on service desk plus 9, the question is when have the upgrade to msp 9? thanks
Billing across months
A service request is not billed until it is completed, if I understand correctly. What happens in the following scenario: A client has a prepaid block of 5 hours per month Technician starts work in the middle of one month but doesn't finish until the following month. Technician spent 6 hours in first month and 5 hours in the next.
Agent ID problem
Hi Someone on our department created an image and installed the SDP agent but he didin't delete the agent id, now there are about 50 or 60 machines on diferent sites with same agent id. Is any way to delete the agent id registry key just on the machines with this problem? I tried to uninstall the agent but i dont know which are the machines and even if i uninstall the id remain in the windows registry.
Modify old ticket status from escalated to closed without notifiying
Hello, Someone in our company changed over 100 OLD tickets from closed to escalated over the weekend and now they show up in reporting. I need to change these back to closed without notifying the customer they are attached to? Where in the SQL database does this information live? If I change it in SQL will it notify the customer? I am guessing no. Thanks!!!!
Account population
We have a source of record in a sql database for our accounts. Is there a way to auto-populate servicedesk on a continuous basis with that data by using a sql job or something.
Custom view or Drill-Down criteria with relative dates
Hi, I would like to provide our technicians with a view showing all pending requests not updated within the last week. I tried a custom view but a view requires a specific date (e.g. 2015-06-01) and does not allow relative dates (e.g. less than this week) I also tried to use the drill down feature with something like this: DrillDownRequest.do?viewName=OpenSystem&columnNames=LAST_TECH_UPDATE&columnValues=2015-06-01 or DrillDownRequest.do?viewName=OpenSystem&columnNames=LAST_TECH_UPDATE&day=7 but without
Moderator Approval?!
I posted a problem I'm having last week and got the "awaiting moderator approval" message, it's now been a minimum of 72 hours and my post is STILL not available to view in the MSP forum. How long does it take for a moderator to look at a post and allow it to be published?
Number of Technicians - Standard version
Hi! Can i buy additional technicians on standard version? For example: standard version permits only 5 technicians. And for all others aspects, standard version fits to my needs. But i have to add 6 technicians. Can i buy a licence for this one ? or pack of technicians ?
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