Modify SLA \ Custom Field
Currently, when I have custom SLA's configured, it is setting the DueBy Date based on the Updated Date, not the Created Date. Is there a way for me to change this to Created Date? When ever I update a ticket, the DueBy date changes and I need it to stay consistent for reporting purposes. If that is not possible, would I be able to create a custom field that I can report on that is similar to the DueBy field, but is based on Created Date, not Updated Date, then modify the SLA to apply to that field?
copy SLAs and Business rules To Other sites
Need the ability to copy business rules and SLAs to other sites that will use the Same Business Rules or SLAs
vattenfilter system
Callidus levererar system och lösningar för vattenrening i hushåll med egen borrad eller grävd brunn.
User Survey - complaints
My boss is not using the User Survey function within ManageEngine. The reason he is not using is because he wants a "complaint system" in place. What I mean by that is if a user gives a rating of "1 - Poor", he wants the user to be provided another page asking if they wish to lodge a complaint (yes or no), if they click yes, then it goes to another page that provides their user information and a text box for them to lodge thier complaint which is then reviewed and answered by him within 5 days.
Status Change Time Stamps and Stop Clock Questions
Two questions: When changing a status is there a time stamp associate with those changes? Or, is there a way to measure the difference from when a ticket was open to when it was set to a "Resolved" status? I see that there is a stop clock flag in the statusdefinition table. Is there a counter that records "on the clock" activity? Thanks! Ian
SSH tool/telnet tool icon for accessing Asset
Currently in SDPMSP, in the Request/View request page of a request. In the "Request Detail" section, at the "Asset" field, you provide the option to click on a couple of ICONS to get more detail relating to the Asset. One option allows you to dive down into the Asset Detail page which is great! However, the second ICON is remote control which I assume is for remote controlling a PC during a support session. Are there any plans to add a telnet or ssh tool to accommodate remote "Command Line"
Change Approval
We have a current change process that is external to Manage Engine and I am looking to integrate this into the software. Part of the current process is for the change control document to be emailed internally to get authorisation that the content is sufficient to be sent to the customer. Once confirmed, we then send this to the customer for approval and all of this is managed within the Request module via email and Approval. When testing the change module I see that we can add one or more CABs to
Email Conversations query - include System emails
I need a query to show all of the email that is being sent to both Requesters and Technicians. Both mail that is automatically and mail sent when a request is replied to or forwarded by someone. Can someone help me please? Thanks.
Can you Retrieve emails from multiple mail boxes?
We need to be able to retrieve support emails from multiple clients/mail boxes. Is this possible in ServiceDesk Plus - MSP?
how can i assign a service request to a group using only the service name?
If the request is a security request, I want to assign it to the security group. I don't want to use category or subcategory.
Can ServiceDesk be restored using the latest log backup of MSSQL?
Hello, Is it possible to restore SD using database and log backups of its MSSQL server. I would like to have procedures in place whereby if SD goes down, I can recover using the last log backup. Thanks.
Service Catalog is lacking many features available under Incidents
I am very disappointed to find that many of the features available under Incidents are not available for the Service Catalog. For example, Business Rules. Also, SLA configuration is much more robust and easy to do for Incidents. For Incidents you can define an SLA once and assign it to all accounts in one step. For the Service Catalog, it is VERY tedious to configure and apply SLAs to services account by account, service by service. Default settings are not available under the Service Catalog. Are
Utterly useless
Nothing just works, too difficult to configure. No documentation. I think we are about to give up and go down the path of more expensive toolsets.
Is there any report/query to show SLAs for each Service by Account?
It is very tedious and error prone to have to walk through each service and then each account in the configuration screen for each Service.
Support Email Address for accounts should take priority.
One of the services that we use generates alerts for multiple clients. The alerts are all generated from a singular email address, email@service.com I would love to have this service send these alerts to the ticket system and have the ticket system open tickets based on the client. I have tried having it send the alerts to the respective support address for the account, but since all the emails come from the same email address (email@service.com) they all get sorted to a singular (incorrect) account.
Opening Called by E-mail problems
Good afternoon, I'm having problems receiving emails. When someone sends an email to the system service desk plus 8.2 build 8203 system is not opening a call automatically. Previously used a server emails that did not have security, we are now using e-mail on Google servers that have security (SSL), after setting up this new account on the service desk can no longer open called by emails and or perform interactions in open calls. When the user responds to an interaction called by his answering the
IPhone Application issue
HI, I have been trying to get the IPhone SD application to work with our SD-MSP system. The application is able to connect to our system but when I try to view requests etc it comes up with the following error "Error when adding request details - null" Any suggestion welcome. Regards Tony
MySQL Query Help
I have created the following query which shows me the detail of any calls during the last month where the SLA was breached. This query is used to populate a web front end whereby the data is represented in a graphical format and the end user can see this. I am just seeking some help with the query as if the request is still open then the completed time will show as 1970-01-01 which is the UTC time for 0. This looks poor when displayed on the front end so I'd like to change this ideally to blank or
ServiceDesk Plus-MSP Software license resource
I just have an issue regarding the software license resource tab. When I key in the appropriate details of the software license In ASSETS and once I click Save, it appears as below, (<div class="hide" id="sdp.license.allocate.licensecantbeem). Can anyone help me on this issue, thanks..
Report for requests open longer than 2 weeks
Can someone offer guidance about the MYSQL query I could use for running a report to show me requests that have been open longer than two weeks. I have built a report using the custom builder but this obviously requires me to enter a date every time I run it for two weeks ago which is not ideal. The code I have behind the custom report is: SELECT wo.WORKORDERID "Request ID",sdo.NAME "Site",pd.PRIORITYNAME "Priority",lvd.LEVELNAME "Level", std.STATUSNAME "Request Status",wo.CREATEDTIME "Created Time"
Modifying Requester Incident Template
Hi I'm new to SDP MSP and am hitting a problem modifying the Requester view in the default request template. I can modify the Technicain template using drag and drop, but when I move to the Requester tab the available fields on the left hand side of the screen are all greyed-out and I am unable to drag/drop them. Does anyone know what I am doing wrong please???! Thanks
Auto Closing tickets which require a work log entry
Hi We are running SDP+ MSP ver 8104 and have a bit of an issue. We have many systems which email into the servicedesk automatically which is all working well, however there are certain tickets that get raised via these auto processes that do not require any interaction from a technician and can just be closed automatically. I understand that business rules can be setup to do this for us, however this is where the problem is. Within the Mandatory fields for Closing requests, we have the Work Log ticked,
Initial questions
We are considering moving to ServiceDesk MSP Enterprise and I have a few questions which I haven't found answered elsewhere: 1) what is the process for importing data into the product from existing systems? Is there a loader utility and if so, how does this work? 2) can permissions be set such that Requesters can view Problem records for their own account/site? 3) i understand you can add additional fields to Request, Changes, etc. however, can you add additional fields to the 'Work Log' table? We
Work Log - Time Entry Type
Hi All, We are on the process of testing Manage Engine MSP and has been showing be the right tool so far. We are an IT service provider with branches over the globe having teams in different cities. The only issue is holding this project back is the fact that we cannot specify the "Time Entry TYPE" seen on Support Centre Plus for instance (image below). Let me explain it better: We assume that more then one engineer can work on the same request and add their own Work Logs. Perfect. Now, this engineer
my pen
i have a pen which can write and remove any one interested contact at mtyson@inbox.com waiting for reply
Advise user of call creation
Hi, When raising a call, there are certain activities that require the authorisation of a department head before we can process a call. For example, installation of software that needs purchasing or access to a department shared area. I notice that in business rules that if a call is a specified category / sub category that a technician can be emailed. What I need to know, is there any way that a business rule (or alternative method) that can be created that would email a specified person - who is
iPhone app
Just wondering when the iPhone app will be available like it is for SDP.
New Query Report Viewable to Teams
We are using the SDP MSP version 8102. We have created a New Query Report using the option under Reports as an Admin. Here is what we need to know : 1. How can we get the other roles also to use New Query Report (Currently this New Query Report button is not view able for them). 2. If the 1st Option is not possible then if the admin creates the report can we have the teams to atleast edit that report (Currently they cannot view any report which is created through New Query Report option) Regards,
SDP MSP with asset explorer
Hello, I'm trying to feed my SDP MSP with asset explorer installed on my client side. I am able to grab the computers/servers and active directory users but when I try to send the infos on my SDPMSP (Off site), the list of users doesn't appear into my assets / requesters. Any idea on how to do that ? Regards, Carl
Unable to delete assets from default MSP products
I am unable to delete assets listed under Servers (default product type). The error message reads "Product is being used by a module" Pleae assist regards isaac
Filter by site
I am trying to create a custom view but it is returning nothing despite verifying that there are valid results. By logic correction and process of elimination it would appear to be that the issue is when a site is defined in the filter list. I can prove this by just having a view with one filter, Where Site is <site name> and this returns nothing. I can only think that this is because the site selection list shows the options as <Account Name, Site Name> rather than just <Site Name> and is therefore
Cannot Login via LDAP authentication
Hi, I am using LDAP authentication and LDAP server type is "Microsoft Active Directory" and work fine. Recently we have changed the Microsoft AD structure and move some accounts to another container. After that, we found those moved accounts cannot login the ServiceDesk even import the accounts again. Thanks a lot. Cheers, Max
Upgrade to 8103 Fails
Hi Support, I have just tried to apply 8103 to my 8102 install and it has failed. Has anyone got any suggestions? Regards, Matt
Confused about SD+ and SD+MSP
Hi again - This is linked to my last post Are the versions the same? As the demo of the SD+MSP seems to be much more behind just SD+? Also I am not sure which version best fits our setup Sorry if this has been answered many time before (and in my other question) - but I was unable to find the answer to my issue. We are looking to purchase a service desk however I have some criteria I need to follow and I want to know if service desk can be setup in this way and if so how and what is the best plan?
Notification rules
How notification rules work? If a tech-support register a request and choose a technician, he'll receive a notification about a new request has been made. If a tech-support register a request and didn't choose a technician, so the business rule 'll apply, (in business rule no notification setting) - technician that will be chosen by BR won't get a notification email. IS BR apply own notifications that didn't cover by general notification settings?
technician self-assign tickets
Is it possible for a technician to assign a ticket to himself? On many ocassions we don't need a coordinator to dispatch the tickets and the technicians could choose any ticket from unassigned group on their own
CMDB in SDP-MSP
Hello We are currently looking at SDP-MSP but a show stopper is that MSP is missing the nice CMDB asset management that is in SDP. I can see in another post that sometime in 2013, CMDB will be available in SDP-MSP.. But when?? Thank you.
First Response Through Outlook
Hello, Can you say if a response by a technician in Outlook constitutes as a first response to a ticket? The reason for asking this is because some technicians have been replying through outlook for their first response but the ticket is still violated. Thanks.
What for MSP settings?
Still testing. Trying to create some clients - sites and test a request, but didn't understand what msp settings is for? The situation: I've got client "TEST", create a SLA bronze, with 16 hours to resolve request. The working hours of TEST is from 8:30 till 20:00 working hours of MSP from 8:30 till 17:30 I'm creating a request that meet SLA bronze criteria, request created: 26/02/13 22:20 Due date 28/02/13 12:00 So as we can see, the SLA bronze took operational hours of TEST client, nor MSP ;((
Custom View Closed Today
I would like to create a custom view of My Requests that were Closed/Resolved on the current date. Can I do this instead of picking a specific date?
Next Page