Log Files - Web Server
Does ServiceDesk Plus MSP create daily log files of inbound web traffic? If not is there an option to turn this feature on? Thanks
pass-through authentication for two domain
Hi I have a 2 domain in my local area network Configured authorization means the active directory If it possible to configure pass-through authentication for the two domains at the same time? If possible, how to do it? thanks
Waiting over 24 hours for moderator approval...?!
My post "Report on open requests by age" has been awaiting moderator approval for over 24 hours. What gives? This is not a difficult, complex, or otherwise controversial posting that shouldn't require more than 15 seconds to determine that the post is legitimate and not in need of censorship. The insistence on moderating all posts (if only those made by new users) is reasonable, but not when there is clearly no regular and timely effort being made to approve new posts. I can understand waiting a
block hours contract billing
Is it possible to set up a billing method for Block contract hours? We have quite a few clients that purchase time in blocks of hours and work is done against that time until it's used up and they can then purchase more. I don't see any way to wrangle the current system to support something like this. If you know of a way, please let me know. Thanks.
Dashboard
I see an option to get dashboard stats by Account. Is there a way to get Dashboard stats by Support Group? We have different departments that handle different problems. They each have different managers and it would be helpful for them to be able to see stats that apply to their group only. Also, can the dashboard be customized?
What are the consequences of turning a requester into an Account Manager?
I would like to know what changes when a requester has the Account Manager box checked.
Email..
ettings saved successfully. But an error occurred while trying to check connection with mail server - Authentication Failed using the given username and password.
track usage/billing by blocks of hours
Is it possible to track billing by blocks of hours rather than charge per hour or per request? We have customers that purchase blocks of support hours (10, 20, 30, etc) and I can't seem to find a way to tweak the current system to support this billing method. Thanks!
Issue with auto site association when setting up support group email id
Hello, I have an issue with SDP MSP related to automatically setting some key fields values. I have created multiple support groups and for each I designated unique Group email ID which is an alias of email account used to fetch the email messages. The goal is to automatically set the WO's Support Group. Along to this, I enabled auto-assign technicians in order to assign techs according to their Support Groups. At the same time, I have multiple accounts with respective site(s), and for each account,
Requests on Working Days Only
Hi Is it possible to write a report that counts the numbers of requests raised on working days only? i.e. weekends and holidays are excluded? Thanks Chris
Searching attachments and emails
Is there a way to search emails and attachments associated with tickets? Many times we need to find a tick that was closed months earlier, We remember some key words but they may not be in the subject, description, or solution. They are most likely in an email or attachment associated with the ticket. Is there a way to make the search function search everything dealing with tickets? (Emails, Attachments, subject, description, solution) Thanks, Steve
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Change Search Order
When adding the requester to a new incident my tech's usually click on the icon to bring up the "Search Requester List" screen. If you enter a requesters last name in the input field and click "Go" the search function quickly finds the requesters. However if they click on any of the alphabet/letter icons it searches the requesters by first name. Is there a way to change the function of the alphabet/letter icons to use the "last name" field. First names are more common than last names and returns
Email after logging a ticket
Hi there I noticed that if I log a ticket myself in the SDP MSP website, an email gets sent to every member in my team except for myself. Any reason why I am excluded from this? I need to also get that email. If my colleagues log a ticket, I do get an email informing me of the new ticket, just not the ones I create myself.
Moving site to a different account
We provide service for apartment/condo buildings and it's a common situation when site could switch the management company (account who pays us money) so I need to change an account name in ServiceDesk. How to do that?
Is there a way too?
Some sort of option or function to give the customer a free 30 minutes and count it in the costs. Example: Customer had two hours work done on a ticket from a technician which cost €10 per hour but it wont cost the customer €20 because the first 30 minutes were free so the costs need to be modified to that criteria of 1 hour and 30 minutes. If anyone Could help Thx. :) Have a nice day
Release mgmt
I have tried ME SDP and I can say, it’s very easy usable and powerful tool for managing ITSM processes, but I don’t understand some issues. What I really miss is Release mgmt. I understand RM as a last step in deployment of the planned changes. Never mind. I’ve tried to use Project instead of RM. But I really don’t understand, why I can assign more requests to one project, but it isn’t possible to do it with changes. It is a little bit illogical (for me). Each project can have more than one change.
Create separate templates/subcategories based on group
We have several software products that we support. They are supported by different groups in our organization. The support that each group is very different. For example, support may troubleshoot issues with the product but the implementation team would only deal with tasks/issues around implementation. We want to restrict the list presented to each department so they don't each see a big long list of subcategories that don't apply to their department. Is there a way to do this? Is there a way
Remove login from requester
Hi everyone! How can I remove a login from a requester? I don't like deleting the requester as a whole so I just want to remove his login. Thanks and greetings Helge
Scheduled Asset Scans
Hello A couple questions: 1. Under audit settings,and setting the scheduled scan, does that trigger the domain scan or just the network scan? 2. If you use the domain scan, you can only dump them into 1 site. I like the idea of the domain scan and could use groups to separate them but can you report and filter by groups? I did not see that option. Just trying to get a handle on the asset scanning. Running Servicedesk Plus MSP Standard build 8211.
make "add work log" a default on resolution templates
Is there any way to do this? It would seem that if you can require a worklog in order to resolve/close a ticket, you shouldn't have to check the box when going to the resolution tab. It should be assumed at that point.
Items
How is everyone utilizing the "items" feature. I see that I can add to the items list, but I'm not quite sure of the purpose of it.
Auto refresh dashboard
May i know how can i configure to auto refresh the dashboard?
adding an account to tasks or task worklogs
The question pretty much says it all. Is there any way to add an account field to tasks? If not, how do you use Servicedesk MSP to track time for an account outside of doing something for a user? For instance, let's say you create a task for someone to fix a server side issue or error you're having for an account. How do you track that and report on it? Thanks.
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API Query - Custom SLA Settings in Site
Hello! As per the API documentation: SLASettings Related Settings for Service Level Agreements setting of the site. Allowed values: copy (Copy Default Settings ), refer(Refer Default Settings ), custom(Custom Settings) What is the appropriate usage of this as it is not clear. How do I actually set custom settings, an example would help! If I have two SLAs in the default settings called "Premium SLA" and "Standard SLA" how would I set that using the API for the site?
One email address, Multiple Accounts
We have a monitoring software that watches multiple clients. It generates email alerts from one email address for all the different clients. I was wondering if it was possible to have the ticket be generated for an account based on the destination email address. For example: Alert 1 Sender = Monitoring@Monitorservice.com Recipient = Client1Tickets@ServiceDesk.com Subject = Client 1 is down. Alert 2 Original Sender = Monitoring@Monitorservice.com Recipient = Client2Tickets@ServiceDesk.com Subject
Best way to Prevent/Report back on Accounts that are inactive?
I'm quite open on the best way to do this. Lets assume we have an Account that cancels their contract with us. We want to keep them in ManageEngine but we don't want engineers to be able to create tickets against the accounts. Is there an option for this somewhere or a way to do this? Thanks!
The ManageEngine API needs a lot of work
I'm currently writing a C# interface using the ManageEngine API so as to automate the creation of accounts and sites based on our own internal database. I could just abandon the API and use SQL but I don't want to do that. Why, for example, can I not set a defaultSite using the API when I am adding in a new account. Using the API I have yet to find a way to create a new account and associate a site with that account. Your documentation should really visibly indicate which fields are mandatory on
Disabling Sleep Mode in Machines - Good Practice or Not?
Is it a Good Practice for MSPs to Disable Sleep / Hibernation Mode on Machines?
Auto assign technicians to new accounts
Hello! At the moment, when we have a technician who is not an admin we have to manually assign any additional accounts added to give them access to that account, by editing the technician then using the "Associate account with technician". All of our technicians should have the ability to see all accounts, but as just a normal help desk user (IE: No Admin). Is there an option that automatically gives existing technicians access to new accounts. Thanks for any help in advance!
No full service approvers list in Service Request Workflow
Hello Our problem is in Service Desk MSP 8.3 Build 8305, Service Catalog/"Service Name"/"Service Request Name"/Work Flow/Service Workflow Settings/Approval Details We want to create two stage approval workflow.: Stage One: Departament Head ($DEPT_HEAD$) of the requester Stage Two: Some other user who is supposed to approve request and has "Departament Head" role as well (but totally different than requester's departament) We want to pick this user from the service approvers list, simply choosing
Need schema for Accounts and Accounts-additional fields
I added an additional Account field called Program to form groupings of Accounts. I want to write a small query report to display all Accounts by Program. Can you provide the table names and schema for these 2 tables? They are not available as a choice on the schema pulldown. I am at load 8203, so if this is available in a later build, let me know. Thanks.
Site list gone crazy?
My sites and site list has gone crazy?! The "region" is displaying in the Site name field and "false" is displayed in the region field. The actual data in each site is still displaying correctly if I click into it though.
Re-Initialize Database
We have successfully installed MSP version 8.3 Build 8305. During a large import of customers we experienced some network issues that stopped the import. Is there a way to re-initialize the database so we can start the import process from the beginning? At a minimum we need to remove all requesters, accounts, sites, etc.
Delete an Account
When I try to delete an Account, I get an error message saying it is being used. What areas of the software should I look to see where it is being used so I can also delete/close those items out?
Account Sites - Import
I have a large amount of Accounts with a large of amount of sites per Account, is there a way to import the site information for an Account after the Account has been imported or setup? Maybe by doing it on the SQL Server if necessary...
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