Requester Import by CSV without notification
We are preparing to take on a new customer and have exported their user names and emails from AD ready to import into our MESD Plus - MSP however due to previous experience I am reluctant to do this now given that there is a pre-requisite to import a login name and password and this sends an email to each user. The customer is delaying communication of the Managed Service to its users for another week but I would still like to import the user's details. Is there anyway I can import the csv without
Logon problem via AD authentication - Service Desk Issue
We are trying to install Manage Engine – Service Desk Plus in our environment. We are having a tough time with POST Active Directory integration. The Active Directory is getting integrated fine ,but not allowing any AD users to login the application. Im getting AD Username Password is incorrect. I've tried the same with my laptop and same segment, i can able to integrate and login with AD users. Only having issue on windows 2003 server. Let me know you need further details. Regards, Raj.
Service Desk Dashboard enhancement.
Hi there, We use the dashboard for a very quick insight into how our day is going. Would it be possible to change certain things? It would be really useful to us if we could see at a glance how many requests have been resolved rather than closed in the last 20 days? I look forward to hearing from you, Gina.
Custom Report
Hello again.. I want to take a custom report that I have and add "resolution date" to it, to show when a ticket was marked as resolved. I have searched and found a couple of reports that did that, but wasn't exactly as we wanted.. This is the query that the UI came up with, and I would like to add Resolved Date as a column. SELECT aau.FIRST_NAME "Requester",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",cri.FIRST_NAME "Created By",std.STATUSNAME "Request Status",wo.COMPLETEDTIME
User wants filter and approve tickets
Hi, one of our customers, which has a web site in our SDP-MSP server and a personal user with "account" permissions, wants to manage the tickets of others users in order to filter and approve only some of these to the technicians (me) In that possible? Or he needs to be a tecnicians aswell? Or.. any idea? Thank you
Requesters able to run reports
Are requesters able to run reports, and I am just not seeing how to give them access?
Request Custom Views for Requesters?
Hello, I am looking at setting up a custom view for requesters, but do not see that option anywhere? I am looking at setting up a view with the name Account - Requests Not Closed. I am looking for a logged in requestor to be able to see all the requests for his/her account that are in all status's besides closed. I created a view as a technician, but cant see where to do it as a requester.
Customise the solutions page
It would be useful to have a text field on the solutions page for our Jira Helpdesk id. We could then easily id 'workaround' solutions and update them with fix details. I am currently using Version 8.1 Build 8102 Is this possible? Thanks
SDP-MSP GUI
Will the next release of SDP-MSP slated for Q1 2013 use the newly released design (GUI) from SDP?
Notify All Requestors in Account
Is there any way to notify all requestors in a site of all request creation, updates, and resolutions? I know about the CC lists you can notify on creation and resolution, but I dont see anything about updates. Basically what I need is anytime a request is created, updated, or resolved all the requesters in that account gets the emails.
Work log email notifcations
Hi, I've been testing Servidesk Plus 8.1 and I would like to know if it possible to set email notifications to send emails when worklog are added? We are using in this way: Request -> Worklog1 -> Worklog2 -> WorklogN -> Resolution -> Close Request But technicians won't get an notificacion email for the worklogs. Is it possible?
Availability management for SDP-MSP
Hello Will availablity management be part of SDP-MSP? Today in our current help desk system we pull in downtime data from Microsoft System Center Operations Manager every hour. Between our system and SCOM we then use a SCOM GUID as a mapping between services monitored in SCOM and services registered in our help desk system. If a downtime is registered in our help desk system we can then close the "Downtime" incident with Planned an refer to a change (clear text) Unplanned (our fault and no
SDP-MSP on cluster
Hello Can SDP-MSP be configured to run on a cluster to maintain high availability? Also, does it suppert SQL server 2012 Always On functionality? Thank you in advance Tommy
Add/Update Users via SQL
Hi, We run an internally designed SQL database which stores all of our client data. Looking to automate an add/update from this database into the service desk database using SSIS. Anyone able to advise the tables we need to insert into when adding clients as requestors? Just want to ensure we don't miss anything. cheers and thanks in advance.
HTTP STATUS 500 ERROR
HI, DEAR MANAGEENGINE SUPPORT, I HAVE JUST RENEWED MY LICENSE BUT AFTER RENEWING THE LICENSE, IT GAVE THE ERROR HTTP STATUS 500. NOW WHENEVER I CLICK THE "LICENSE" BUTTON, IT SHOWS THIS ERROR AND NO CONFIRMATION OR WHATSOEVER OF LICENSE RENEWAL? KINDLY HELP ME OUT. KINDLY NOTE THE FOLLOWING ERROR ON MY MSP-SDP VERSION Your Version : 8.1 Build 8100 HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request.
Account Sites
I am trying servicedesk plus msp and I think is great one thing I have not clear enough is about sites, I have added for 1 account some sites since the client has different stores locations, but when logging as the client and trying to put a ticket I only get 1 site (the default one) is there by any chance that the client could have a dropdown list of his sites and when putting aticket tell us in which site the incident is happening in his same account? Regards
Importing Site from LDAP
For MSPSDP-2699 'Site' field can now be imported from LDAP, what field in Active Directory is mapped to the Site in ServiceDesk MSP-Plus?
Not Sending Email Notifications
Hi, When i reply to a requester the message window evently returns with the error 'Sending notification failed' Thanks, Matt
Technician cannot open requests
It presents an error message: Requester Name does not exist. Do you wish to add new requester as part of submitting a new request? Technician was created with "all accounts" and "all sites" selected; All sites have its configurations as "Refer Default Settings" (middle column, not "Copy Default Settings" nor "Custom Settings"); Even if changing to "Copy Default Settings" it works (an the technician correctly set to the account/site after it); We're using SDP MSP 8.0 Build 8004 How come a technician
using an alternative service address in MSP
The situation: MSP version of Sd for multiple tenants. Each account has a unique service e-mail address to which service request are sent to for categrisation into the appropriate tenancy account. A customer requires that the SD system use a customer account e-mail address for ALL SD correspondence from the system. Service e-mail address for account : - ictsupport@blah.com required reply address to be: ictsupport@here.com NOT the real addresses here, but gives the general idea. Is this
Upgrade failed to 8004
Hi, I have tried to install upgrade from 8003 to 8004 today and the upgrade failed and now SDP will not start and it will not run the upgrade again without failing. Please help this is urgent. Regards, Matt
Email From-Name
Hi, I'm currently evaluating SDP MSP. By default, the from name of outgoing emails is always set to "Accountname - Support". How can this be changed to another value? All I could find is the "sender name" setting within the mail server settings, but it seems that this value is only used for system mails, not account-based notifications. Thanks WW
Solutions Page
Hi, Is there a way of editing the solutions page to look more user friendly, like the "service catalog" page. Is there a way of putting all the solutions in to categories. Like having all the topics listed across the top so the user can see easier where things are, rather than having everything listed in date order. many thanks
Assigning service requests to different tech groups
Hi, we currently have a problem were we want to redirect service requests to techinician groups in different countries. The problem is when a 2 user from different countries send the same service request. How can we send the request to techGroupBrazil if the requester is from brazil or to techGroupMexico if it the requester is from mexico. Kind Regards, JUlian
Windows and Network Scan per account
Is it possible to schedule Windows Scan and Network Scan per account since we have support different accounts in different time zones. CHeers
MSP account
hello i need to know what is the difference between the MSP account (first one in configuration) in the ADMIN tab and the accounts in the 3rd part of the configuration,
SLA per product and account
Is it possible to make a SLA which isn't site based, but on account level, and depends on the selected product? Our company has several products on which a customer can choose different SLA's (Bronze, Silver, Gold) It is possible that a customer has multiple products, but all with different SLA's. What we can do, is setup custom SLA per account per site, but the management would be immense... Can we setup some kind of top level SLA's and select the appropriate SLA per account per product? Regards,
overview
I would like to know the difference between the MSP details that contains an account and the accounts that I can create in the software, I would also like to know how will this software work if I’ve a lot of interference in my accounts example: most of my requester have contact with most of my accounts, and most of my technicians have work in most of the sites that I have, so if you please can clear things out
account site
hello I've an account with multiple sites, so how can i assign technicians for these sites while the option for the account is foe 1 site only
Notification Template does not save correctly
Hi, Whenever I configure the text and the layout for the various notification and reply templates the layout does not always stick so when an email is then sent they layout is incorrect. I can amend many times and still the layout will either revert to what it was before the change or only some of the changes will be saved. Many thanks, Matt
Request URL in email not properly formed
Hi, When SPD MSP 8003 sends out emails with a link to the request it is not showing the http or https part and hence the link does not work correctly: ://servicedesk.mycompany.co.uk/WorkOrder.do?woMode=viewWO&woID=1036 Does any one have an idea why this is as it worked correctly in 7.6? Thanks, Matt
MySQL Upgrade
I am looking to do some integration work with the database and the version we have looks to be the one that came bundled with the MSP package - 4.1.18 -pro-nt. Unfortunately this does not support view creation and version 5 does. I want to conduct an update but am after some clarification around this. We run the Service Desk from a virtual machine so I have cloned this and created a test one so I can run through the upgrade process without impacting the live environment. I am just after some advice
Last Updated Time
In SupportCenter Plus we had the ability to sort by Last Updated Time column which is convenient for having work orders that are updated move to the top of the list for visibility. Is there a way to add this column in ServiceDesk Plus - MSP? Feature Request from 3 Years ago: https://forums.manageengine.com/topic/no-quot%3blast-updated-quot%3b-column-in-request-view A report, useful, but not what I want: http://forums.manageengine.com/topic/last-updated-time-of-the-requests Thanks, Rich
Status Change Audit Trail
Does anyone know if and where the following information is recorded when a status is changed on a request: Request ID Status From Status To Date Changed By I know that request history is in workorderhistory and workorderhistorydiff but I need clarification on what data is actually in here. This is so that I can ensure that the timespentonreq data is accurate. Thanks in advance.
Can´t select Category Field in Firefox
Can´t select Category Field in Firefox. We was informed that this bug was fixed in recent 8 release. But wasn´t. See attached the issue. Best Regards, Obs.: This issue does not occurs in IE or Chrome. Request ID :##6654763## (obs.: I sent a reply to last E-mail about this issue, reporting that the bug was not fixed, and I received a new ticket number: ##6669915##)
Key word recognition to create a request
I am looking to implement an event management system which will auto log requests by firing emails when an alert breaches a set of pre-defined parameters. I have set up the event management alerting and had this sent over to the email address that SD MSP monitors and this creates a request, however it does not assign it to a site as I need. The email address that is gets sent from is generic so I can't add it to each site. The email subject however is the following: EXC01 | EXC01 | Moorhouse | performance
Tasks Permissions
Good day, how can i limit technicians to access their task only ? regards,
Report Errors in build 8002
Hi, When i go to run a report I now always get the following error: javax.imageio.IIOException: Error reading PNG metadata Can someone please advise? Many thanks, Matt
Business case for Chat support servicdesk
Hi , I am looking to have a business case for chat support implemented at our desk. Request inputs to frame the case Thanks, Senthil
Has the definition of a "week" changed?
Hi all, We've just upgraded to SDP-MSP 8.0. I might be wrong, but I'm sure a "week" was defined as 00:00 Monday to 23:59 Sunday before. It now appears to be Sunday to Saturday. Has this changed? And am I missing a configuration option for this? Stu
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