Managing default Support Groups (formerly Technician Groups) that have been propagated through all sites in all accounts.
Build 8206: When saving an MSP Support Group for "All Acounts" and "Default Settings", the group is propagated to all sites (so if we have several hundred sites in 13 accounts we get several hundred new groups). First question is this: In build 8206, if I continue to manage the technicians in the default settings groups from the "Support Groups" screens, are those changes propagated through all the site groups that were originally created? Second Question: We also have some old MSP groups (previously
Resolved Time in request report
Hi, May I know how can I get the resolved time in the request report. I'm using new custom report and select resolved time and complete time but resolved time always blank. Is this the correct logic?
Enhancements 8207
Is it possible to disable the Request status scheduler option? MSPSDP-6812: Option to schedule a status change from on-hold to in-progress through on-hold schedule Thankyou
Update/Edit My Summary Tab
We are running into a SERIOUS problem where our technicians are missing Requests. We assign the requests to their group with the intent someone in their group will take ownership of the request by "Pick up" but they are not. So, I am looking at various ways I can resolve this problem. The best way I can think is changing the My Summary view and including requests that have been assigned to the technician's group as well as directly to the Technician. Is this possible? Can I modify the My Summary
Technicians logging requests for Accounts/Sites
Hi, We are starting to use SDP-MSP 8.2 build 8201 and have a query about technicians logging requests. All technicians are set up on the default technicians list and have appropriate permissions to create/edit requests. They can create a new request, select themselves from the requester list, select the appropriate account/site and populate the request, but when they try to save that request there is a pop-up saying that the requester does not exist and offering to create one (see attached "pop-up.png").
Servicedesk Plus vs Servicedesk MSP future
I'm using Plus version with some enhancement to be able to support customers (requesters) that are outside our company. MSP version would be more suitable for us we can say as ITIL based but it's way behind Plus version we can say. As a example we would need billing feature but as MSP is today and future enhancements which are taking to much time we stick with Plus as a Ticket system and unable to use it for everything we would be doing. Will MSP be at same level as Plus regarding enhancements and
Report view permision
May I know how to change the report view permission from private to public. I'm using SDAdmin role but I still can't see any report which set at private from other user. Thanks.
Manage report folder permission
Hi, I would like to delete the report folder which created by another user but the user longer in with the company. I would like to delete the report folder which no report in the folder. I have try to delete but error happen said that the report folder cannot be delete. Thanks.
Allow Requester to Approve Change Requests
Hi, Is it possible to allow Requesters to see and approve change requests for there site? We have it where we raise a request internally which we then go through CAB and need the Site contact to also approve the request. We see they can be part of the CAB but when they log in they dont seem to have changes available to them. Many thanks
Gantt Chart report
May I know how can to create Gantt Chart report in excel or PDF format?
Disable Reply for requesters
Hi, is it possible to hide the "reply" button for requesters from the self-service portal? Thanks, Helge
Servicedesk Plus MSP app for Android
Hi I cant seem to find the app for android, for Servicedesk Plus MSP. Is there one?
How to view technicians in requester list
I was wondering how to see the technicians in the requester list. I saw how to do it in ServiceDesk Plus, but I don't see the same option in MSP. Any help will be appreciated.
Notify requester when a request is assigned to a technician.
Can't find an option in Email notifications "Notify requester when a request is assigned to a technician" Please help
Requestors
I have the Service Desk Plus and requestors are loaded into the software via the active directory. However when a user is deleted from the active directory it does not remove them from the Service Desk Plus requestor list. IS there a fix for this problem?
How does SDP MSP determine the mode for requests via email?
Hi everybody, does anybody know how SDP determines which mode to set for requests created through incoming email? I assumed it would be a business rule or a configuration setting in the email section but didn't find anything useful. Thanks, Helge
Custom Report with additional account fields
Hi All we are starting to use Contract Billing with Service Plans and I have some questions regarding reporting and billing dates 1 - If I create a service plan with a billing cycle of "yearly" (with an allowance of say 100 hours) and then create a billing contract using this service plan and select a billing data of eg 1st then when should I expect that the bills should be sent out. Does the fact that the service is plan is yearly mean that only one bill a year will be sent out 2 - Is it possible
Remote Site integration / install
Hi there, I haven't downloaded nor implemented ME SD MSP so far... as I am tring to understand the Setup in general for ME SD MSP. So in our case we have "x" amount of customers, so we are installing ME SD MSP on our Network *PLUS* ME SD MSP on our customer network... or how do we obtain Access to our customers network / assets. Thank you in advance for your help / clarification. Kind regards, Alexander
E-Mail command
I have some questions about the e-mail commands. When I use @XXXX@ in the subject, after parsing this is delete from the subject. When I use @@status=xxx@@ then he doens't delete this from the body. Is this normal. When I use the @@resolution=XXX@@ he just give me a link to the template and doesn't show the text of the template in the resolution. Is this normal.
Worklogs in 8203
We use MESD Plus - MSP and have identified some issues with the worklogs that I would like to raise and see if anyone is experiencing the same thing or has any ideas: When opening the worklogs tab, this takes a long time to display the existing worklogs ~ 10 seconds. Once you have opened the worklogs tab these load in an acceptable time frame assuming you stay on the request. if you navigate away to another request and then re-open the original, the delay when opening the worklogs still occurs -
E-mail command
Dear, When I user the e-mail commands I notice this problem. the @XXX@ in the subject get deleted when he parse the mails but the text in the body like this @@OPERATION=AddRequest@@ @@CATEGORY=Network@@ @@SUBCATEGORY=Login/driveletters@@ @@ITEM=Locked account@@ @@MODE=E-Mail@@ he doesn't delete those entry's. Is this normal or should he also delete those entry's. Kind regards Tim Verduyn
time spent report grouped by requestID
SDP MSP 8203 SQL Database Is is possible to have a time spent on requests report grouped by Account and then by RequestID For billing purposes we need to review each call and and have total time spent on each call Thanks in advance
Date and Time is not appearing from the build 8202
Date and Time is not appearing from the build 8202, once logged into SDP-MSP. Top Right Corner, below the log out[User].
ServiceDesk Plus MSP API - Problem support
I was looking through the API (both servlet and rest) and I do not see any entries for working with Problems. Am I misreading? If this is not currently a feature, is there a plan to implement this feature?
Notify requester when a request is assigned to a technician.
Can't find such notification in SDP MSP SDP has it
change the image in "category of service"
hi how do I change the image in "category of service" at the service desk professional plus MSP? a standard image appears on the portal of applicants and wanted to change this image. thanks
How Do I Find Assigned tasks?
I can create a custom filter for "My requests"..what about My Tasks? Is there an easy way for people to search and find all tickets with their tasks? One would think this would be a default filter but I sure as heck cannot find it. Help? Thanks
Modify SLA based upon Urgency?
I have setup my SLAs for both Incidents and Service Catalogs, no problem. However, now I want to incorporate Urgency. Can I expedite the response time in my SLA based on Urgency? For example, a request might be due in a week but if you say the Urgency is URGENT, then it should be done within two hours instead and I want to activate SLAs and escalation accordingly. Can this be done? Thanks, Mike
Static Text on a Template?
Is it possible to add my own custom, static text to a template? There are many fields that have a value the end user sees in the drop down and then a value that serves as the description. Unfortunately, that Description seems to be invisible to the end user. So, I saw there is a request to use that as Hover text which makes the MOST sense but if I cannot do that, I would like to at least be able to add Static text. As a matter of fact, I can think of LOTS of reasons to use static text on a template....i
Query Report: List of tickets with datetime of last update
Running SDP MSP 8106 on MSSQL. I would like to run a report showing ticket numbers and the datetime of the last update (change in status, note addition, etc) sorted with the oldest updates first. Thank you in advance for your reply.
Version 8.2 Signatures not showing
I have version 8.2 running in production. None of the personilized signatures are showing up on outbound emails. I think everything is configured correctly. Has anyone else seen this behavour? Thanks in advance.
Since MSP Center Plus is no more
Since MSP Center Plus is no longer a product I was wondering what are people using to replace so that assets are monitored and alerts are sent to the SDP-MSP?
Custom Report - TimeSpent
I am hoping someone would be able to help me out with a report that I would like to run or be made available in ServiceDeskPlus-MSP Every month we run the following TimeSpent Custom Report, but we then have to export it into excel and manipulate the data. What we would like is that for RequestID's with multiple worklog entries, for the report to only show a single entry for that requestID with a total of all the worklog entries for that request. Then the count of RequestID's in the report will be
8.2 and Signatures
I have version 8.2 running in production. None of the personilized signatures are showing up on outbound emails. I think everything is configured correctly. Has anyone else seen this behavour? Thanks in advance
Associating requests and requesters
Is it possible to associate existing service requests and/or requesters to a different account?
Can I change Priority Names once live?
Can the Priority names be modified once records have been created using those priorities? For example, we had someone configure ME for us and they used 1 - System-wide Outage and we want it to be 1-Any Outage. Can I do that? Does ME use and store foreign keys to represent the priority and in turn the Name will be polled separately when presenting data in lists and on reports? Hopefully, this makes sense...I need to change the Name text of our priorities...can I? Is there a list of what other
Service Desk Plus MSP way behind Service Desk Plus
We purchased Service Desk Plus MSP because it was the perfect fit for what we are trying to accomplish. However, we also purchased with the understanding that it would be very close to the feature set that is in Service Desk Plus. However, it seems that the two products are not getting any closer and more you seem to be focusing more on Service Desk Plus. Can you help me understand the Roadmap for Service Desk Plus MSP or the strategy for getting it a little closer to SDP. Thank
MSP versions more modular i,e, Project Management
In Service Desk Plus you can get Professioal version and add modules Project Management, CMDB, Service Catalog, Problem Management if needed but Billing is only in MSP. . Are you going to offer MSP as modular version is similar way instead of forcing users to buy Enterprise version just to be able to use Project Management and Billing
SDP-MSP 8.2 BETA
Hi Is it possible to get access to a download version of SPD-MSP 8.2 Beta? I have been working a little bit in the online version but would like to do a trail run in our internal environment. Thank you Best Regards Tommy Frandsen
ServiceDesk Plus - MSP Version 8.2
Can you please advise when we can expect version 8.2 for Service Desk Plus MSP?
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