Outbound mail headers
Hi all, One of our customers doesn't like the format of the "From:" field in emails from our Servicedesk (a very picky customer!). The mails are sent out with the "From:" header like: "accountname - Support" <service.desk@ourdomain.com> The customer would like us to change the "accountname - Support" part as it conflicts with his internal systems. Is this possible at all? Thanks Stuart
Email notification based on priority
Hi, Apologies if this has been asked before but I wondered if anyone knew the answer (even if that is that it is not possible). I am looking to setup an alert so that for certain sites if a priority 1 request is logged it auto emails an internal set of users to notify them of this i.e. Service Desk Manager and associated Account Manager. Is this possible at all? Thanks,
Task link to request
Is there a way to link a task to a request if the task was created outside of a request. Specifically ones created from the quick action menu?
Disabling SSP login for requestors and disabling Accounts
Hi, Does anyone know how to disable an account instead of deleting it so i do not loose the historical information? Also how do i disable the Self Service Portal logins for requesters under these accounts so that they can no longer log in? Thanks, Matt
Turkish language support
Hi everyone Service Desk 8.1.0 Build 8103 Is there support for using the Turkish language Thank you in advance for your help
Question
To whom it may concern, I have a question regarding to REPORT. Is there any possibility to generate a Report by CLOSED BY?
ServiceDesk Plus MSP Searching
Is there a way to search the description (the main description box of text) of a request? Is there a way to search resolutions in completed tickets?
Service Desk Plus MPS Bulk Password Change
Dear All We have 500 requestors and not all are using the self service login. I would like to reset these users passwords in bulk which would generate the welcome/password change email so they have it/reminded of it. The only way i can see to do this is by going into each user and reseting the password which is too time consuming and not viable. Is there an external utility we can reset all password and generate the username/password email to all? Thanks Dan
Bulk Password Change Service Desk Plus MSP
Dear All We have 500 requestors and not all are using the self service login. I would like to reset these users passwords in bulk which would generate the welcome/password change email so they have it/reminded of it. The only way i can see to do this is by going into each user and reseting the password which is too time consuming and not viable. Is there an external utility we can reset all password and generate the username/password email to all? Thanks Dan
Service Desk MSP Bulk Password Change
Dear All We have 500 requestors and not all are using the self service login. I would like to reset these users passwords in bulk which would generate the welcome/password change email so they have it/reminded of it. The only way i can see to do this is by going into each user and reseting the password which is too time consuming and not viable. Is there an external utility we can reset all password and generate the username/password email to all? Thanks Dan
predeterminate priority
hi. I need help to establish predeterminate priority to low. how i can it? THKS!
Assets / Products
Hi, Was just wondering what the best practice is when it comes to creating Products to be assigned to Assets. In particular, I am referring to when a Product may have the same name, but different part numbers. For example, we have Lenovo T520 laptops, but we have purchased different variations which have different part numbers. It seem's pointless using the part number as the unique identifier in the name field, as it has a field of its own. But there doesn't seem anywhere logical to record that
Viewing tickets in search list
Under the Request tab - when you have a search list and bring up a tickets from the list. Is there a way to have a arror or some way to go to the next ticket on the list in the search ?
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Technician Tickets Updates
Just wondering what everyone is using a best practice for when Technicians update tickets. I'm new to ServiceDesk Pro. I know when resolving a issue to go to the Resolution tab, but lets say some one opens a ticket and says my monitor does not work and I go to the computer and see it's dead, how do you update the ticket? And a note? work log? Currently i've been using notes? Any thoughts? let me know. Thanks
Close Tickets
Hi, I am evaluating ServiceDesk Plus MSP Professional Edition. I would like to find out if end users (requesters) can close tickets. Thank You, Bledar
Customize Portal Live View
In ServiceDesk Plus MSP, I'd like to create a custom list view for the self-service portal. Portal/requesters can customize their list view clicking the Columns icon and then selecting columns to be presented in the list view. However, as a ServiceDesk administrator, I'd like to limit the columns that are shown or are available in the requester's list view. Related to this, I'd like to "hide" the SLA violated flags from the requester in the list view. Can anyone offer suggestions?
Ability to email techs reminders based on priority
I didn't see this option, but maybe I missed it. I would like the ability to email technicians if a request is left open for a certain period of time. Basically, a reminder to close the ticket. I see that I can escalate it, but I don't really want to change the tech. I Just want to remind them. Is this possible?
Notification on reply from requestor.
Is it possible in the notification that is sent to the assigned tech when a requestor replies to a ticket to have the content of their reply in the notification? Currently the default notification is: $RequesterName has replied to request ID $RequestId. Quick link: $RequestLink I had a look at the available content variables but none of them seem to be able to accomplish this. Any ideas?
Request template by account issue
hey , i want to create different request templates for different accounts , so the quick requests menu will show the users in their webportal only their accounts templates , how can i do it ? Thanks ahead , Doron Hacham. Zomet Information.
Business Rules Actions
Hi there, I was wondering if its possible to automatically assign an account name to the request through business rules. We have it actioned to a group but not an account. or any other possible way so i dont have to keep spending time putting account names in. Regards, Daniel
Time Zone issue
1. Download the attached time.jar.txt ,rename the attachment to Time.jar and place the file under [SDPMSP-HOME]\jre\bin folder. 2. Reset the timezone on the ServiceDesk Plus MSP server to a different timezone and also change the service of ServiceDesk Plus MSP to Manual. 3. Restart the server and then execute the time.jar as follows : cmd>[SDPMSP-HOME]\jre\bin>java -cp time.jar Time output of the result may look like .. ( below is output is from a Australian customer ) TimeZone sun.util.calendar.ZoneInfo[id="Australia/Sydney",offset=36000000,dstSavings=3600000,useDaylight=true,
Sample company od sample data
With most software like this a sample company or data is supplied however it does not seem to be with this software. What am I missing something.
Categorize mails to accounts based on the sender's e-mail domain
I have seen the following as an added feature in the release notes for SD+ MSP 7605 however I am not sure where this is configured. MSPSDP-2476: Categorize mails to accounts based on the sender's e-mail domain Can someone point me in the right direction on how this works and how I can configure it. Regards Dale
how to respond to a request
how to respond to a request
How to set and notify an account manager for a single account new request
In SDP MSP, is there a way to set an account manager for a specific account and notify him/her when a new request is sent to that account?
Managing Topics in Knowledge Base
An Account Administrator should be able to manage Topics for the associated accounts. This option is not available if you are not logged in as Service Desk Administrator. Are there any plans to allow Account Admins to add and manage Knowledge Base topics?
Technicians creating requests
Technicians get to create requests (either following a phone call, or after receiving an alert from our monitoring system). This then starts the first response timer, which doesn't make sense, as the technician has made the customer aware that we're dealing with the issue. Could anyone please advise on if it would be possible to stop the first response timer if the Request Creator is a Technician? (I already have an FR in for recording phone calls in the Conversation log). Cheers Stuart
Service Desk Plus
I am considering Service Desk plus for MSP but would love CTI and Social capabilities as well, are there any plans to include this in the MSP version of the product ?
Service desk PLUS on 2 servers...
HI, Quick technical question... Can I connect 2 ServiceDesk servers (front end) to one (the same) database? I mean, I have one server which is connected to different database server (MSSQL). I need to build second server and put it in different location. Can I still use same database? Thanks for any info, Peter
Managing Requests via Email
We've been using SDP-MSP to keep track of issues and logging the time spent on issues in the Work Log area. The trick is that our technicians are the ones that are creating the requests 99% of the time. We have it configured to automatically create requests from e-mail but it would be very helpful if our technicians could add work log entries to request via e-mail The tech's are on the road alot and it would be much easier if requests could be managed in the following manner. -tech sends e-mail
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SLA's based on time since last action.
Currently it appears that SLA's can only be set to escalate after first response violation or total time the ticket is open. Is it possible to have the SLA escalate after so many days from the last action on a ticket? For example, if a technician sends an email or adds a work log the countdown restarts but if no activity either email sent or work log added then after .x. days it gets escalated or someone gets an email notification. Thanks for any help or ideas, Robin
Can't change My Data under USER in SD Plus!
Hello! When I want to change section My data, under the user, to me such error in addres bar (localhost/jsp/AuthError.jsp?module=AuthError like this: "У вас нет полномочий для просмотра данной страницы" "You don't have rights to view this page" sorry for my english... What I need to do for correct change My Data? Thank you for help!
jsp/AuthError.jsp?module=AuthError
Hello! When I want to change section My data, under the user, to me such error is produced: jsp/AuthError.jsp?module=AuthError Thank you for help!
Servicedesk Plus MSP 8.0
Hi! Is there any plan to release version 8.0 of Servicedesk Plus MSP 8.0 So you can have the Dashboard and service catalog. //Erik
Assigning different SLAs to differente customers
Hi, my company bought the ServiceDesk Plus enterprise - MSP 7.6 for Managed Service Providers, considering that it could support multi client. however i realise that i can't create/define various slas to various clients. How can it be done? Best Regards. Miguel
Time spent report - Summary Report
The timespent SUMMARY report does not give correct results when you choose to summarize the columns by 'SUM' of 'TIME SPENT' ... the numbers are WAY off ... seems to be calculating Elapsed times (Time created - Time closed) ... I though that the time spent is derrived from the sum of 'Time Taken To Resolve' entered in the WORK LOGS. It DOES report the correct values if you choose to Summarize by 'Count' of Requests. We are testing and this is a major feature that we require so that we are able to
Account Additional Field
How to add some additional fields for any Account to hold some more information about that account, there is no additional field option available for either Account or Site
Adding a Requester...
Quick one - I've got Technicians assigned to a custom Role, which allows them to create Requesters, however this function is not available from the "Quick Actions" menu. Can I make that option available, or should it be there already?
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