One MSP Approver for all accounts
We would like to set up one MSP approver, who is an technician of MSP, for some special categories service request of all accounts. Flow: Requester 1 (Account A) -> Center Manager of Account A -> A technician (Service Owner of the category) Currently, we can not setup a technician in any organization roles because he/she isn't belonged to that accounts and must setup specific his/her name to approval flow. I got the issues when the technician would leave his/her position, I manually change approval
How to get the notes query.
Hello and sorry in advance i'm a very very new user and without much knowledge about servicedesk or the query system. (I'm from spain so english is not my first language) I have this actual query, but it's missing the notes from the tickets: I need to get all the notes that contain the word ("reclam"), is there any way to do this? right now it gets everything that has the word reclam in it, that is description, category (everything) "as you can see in the .png file" SELECT WOH.WORKORDERID ,WOHD.HISTORYID
how to set status while ticket rejected?
I add a new status "close rejectect" and still have normal close. I want to set this new status automatically when the approval is rejected. Under closing rules you can set to close automatically if approval in denied, but dont let you choose the estatus (only the status of task) How to achieve it??? Could it be a custom triggers? executed while request is rejected any time, the execute a class..... ? which one to change the status to "close rejected"?? any other solution? field and form rules are
How to change the account of an asset?
I just need to change the actual account of an asset to another. Is it possible? I mean, from the beggining the asset is created associated to an existing account. The issue is if I want to move the same asset to another account. Thanks!!!
service desk plus api v3 all open ticket
please how are a correct filter for have a list of all open request on api v3? thanks
Introducing ServiceDesk Plus MSP version 10.5: Time Sheet, Google Maps, Zoho Maps integration, and more
ServiceDesk Plus MSP 10.5 brings you some brand new features such as Time Sheet, field service management with Google and Zoho Maps integration, and the MSP Business Dashboard. Upgrade to the latest version of ServiceDesk Plus MSP now! Here are some highlights you can expect to see in the latest version of ServiceDesk Plus MSP: MSP Business Dashboard: Gain insights with a quick snapshot of key business and service desk metrics such as profits, billable and non-billable hours, top ten technicians,
Creating tasks from Templates
We have a need to create on-boarding, termination and job transfer templates. Based on the employee role chosen by the requester, a variety of tasks for different departments will get created. The tasks should have their own dependency flow. How do I do this wihtout having to create an individual template for each employee role? I would like to have one template each for on-boarding, termination and job transfer and have the logic for tasks be based on the employee role chosen on the template.
search through tasks
Hi, is it possible to search for keywords through Tasks, whether they are created under Request or Change? If it is not possible, I would request to include that feature in future... Regards, Borut
mark tickets as unread
Hello, is there a way to mark already read requests as unread? Thanks
Request Trash
How do you access and view the trash contents in MESD Plus - MSP Thanks in advance.
search in account by not only "name" field
Hello forum guys. it is posible to search not only by account name (by description or some custom field) see screen bellow ? SmallBestOriginalRemove
Request approve REST API feedback errors
At present, we use the standard version of MSP. Because the approval process of MSP is not free enough, we consider to integrate the approval of MSP into the OA system for processing: that is, after the MSP submits the service request to be approved, we integrate the service request into the OA system, and after the OA system completes the approval, we feedback the approval status to MSP through the REST API. But we have a problem. When we call the approve interface of the REST API, we need to provide
Technician Availability Chart for Service Desk and On-Site Support
In our organization, we work on spreadsheets to track schedules and leaves. The tracker looks like this: We want to reflect this to the Technician Availability Chart but there is no "Time" option only dates. Is there anyone who can guide me where I can configure the Technician availability time on the Chart?
PDQ Inventory integration with SDP Assets and SDP CMDB
Is there a plan for the integration of PDQ Inventory with SDP Assets and CMDB? The current state of the default scanning mode for SDP assets and CMDB is way below the PDQ Inventory.
ServiceDesk Plus MSP - Can assets be moved from one company to another?
The title says it all really. We would like to transfer some assets which have been absorbed from a child company into the parent company but I can see no obvious way of doing it through the GUI. Is that an option or would the asset need to be recreated in the parent company? thanks
Need 2 Queries previous month response time and current month response time
Need 2 Queries previous month response time and current month response time separated by all groups. Example "All Tickets Previous Month" Group 1 Response time 2hrs Group 2 Response time 1 hr Group 4 response time 12 minutes "All Tickets Current Month" Group 1 Response time 2hrs Group 2 Response time 1 hr Group 4 response time 12 minutes ManagedEngine ServiceDesk Plus 9.3 Standard edition. Thank You
Automatically change Status into "In Progress" when a technician is assigned to a "open" Incident
Hello, I'm looking for a solution to automatically change the Status of an Incident after a Technician is assigned. I tried "Custom triggers" and "business rules" but I did not find any way to check if the technician field is filled. May it is an other solution but I can find it. Thanks for your help Thomas
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog? Thank you.
ServiceDeskPlus MSP - Workflow - Calling Remote API
Hello, We would like to have SDPMSP fire off REST API within the workflow. Is that possible (.i.e.) to coordinate tickets with remote customers ticketing systems. Thanks. John Scarborough
service catalog: could not see tech in approver field
Hi I have a service catalog template with approvers as additional field. If I choose in the SITE field any site from the MSP account I can see technician and requester allowed as approvers, but ... when I choose a site from another account I cannot select anymore as approvers, ony 1 vip requester shows. (The technnician are service approvers and have Associate account: all the account and Associate the site: all sites) there is no form rule to hide them. Any idea? Thanks
Chat feature not working - running from cloud
Hi, We installed Servicedesk plus MSP on our cloud server. When we tested the chat feature, technician are not able to get any chat notification from requester. Our aim is to set up external requester and get them to use live chat feature via our cloud server. Can this be done ?
Business Rule - Notify on new Requester creation
Hi there, We import our business users via AD sync. When we use the option: Process emails received from new email addresses? YES This is so external parties and suppliers etc are able to raise tickets. Is there any way to get a notification? I would like to review any tickets and requesters that are created outside of our core AD users. Thanks in advance, Dave
A couple of questions on the product
Greetings to all forum users. There are a couple of questions about the product. 1) How to create a custom report. A report should show for each group of specialists, for each technical specialist, a calendar of absences (leave) with types of absences and their number, per calendar year (MSSQL DB) 2) How to create a group of specialists that would apply to all clients (Accounts) &Sites with default settings. In the current situation, it requires choosing a client and the list of clients(accounts)&Sites
Service Catalog - Requested Item Bundles
Is there a plan to add bundling of request items in the Service Catalog request item? When we deliver services and equipment as ICT, we want to deliver services or request items in bundles. Is there a plan to add Request Items and item + service bundling as a feature of the Service Catalog in the next builds? Currently, the following service providers do offer bundling of requested items: Service-Now https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/build/service-portal/concept/save-bundles-widget.html
Is it possible to change *BOTH* client and requester?
For a simple example, suppose you have two users, John A Smith from Client A at site A, and John B Smith from Client B at site B. John Smith calls you and you enter a request on his behalf, only to realize this is the *other* John Smith, from client B, after you've submitted it under John A. What is the easiest way to deal with this? If you try to change the requester, it only shows you lists of people at the same client, so John B Smith isn't an option. if you try to change the site, it only
Now Serving / Queue Monitor Dashboard
Is there a plan to build a queue monitor dashboard for technicians? This will give everyone (requesters, technicians and leaders) an idea what each technician is currently working on or what requests or incidents IT is currently working.
Possible to set 'created date/time' from e-mail headers ?
Hello, We are experimenting with a ServicePlus MSP trial. Sometimes, we would like to be able to move an e-mail manually from the personal Outlook inbox to the Inbox SDP is processing. This works great, except for that the creation date is set to import date/time, in stead of the actual received date/time from the e-mail header. Is there a method or setting to achieve this ? Thanks!
Operational hours for worklogs
We have a problem with operational hours. We are working from 9:00 to 18:00 and we use this time for "Due by time" and SLA's. But we don't want to use it for worklogs as our technicians could work even at night and this time should be billable. We tried to add a Service plan with equal cost for working and non-working hours, but when we add worklog for ticket SDP still set only working time as billable. Am I doing something wrong?
How to use User Group to restrict visibility of requests
Hello Need to fine control which requesters can see others requests. The is site manager visibility, department manager visibility, I know. But if we need more specific controll like users in FI group can see only FI requests whatever department or site? I understand how to use User Group to control visibility of Incident Templates used to create an incident, that's all.
Moving from test server to production server
Can anyone help how I can quickly move updates on service catalog request template such as new fields, and new field and form rules from a test server to production server? With the current state,if I spend 48 hours on changes for one request template on the TEST server, I have to use almost the same number of hours to move that new catalog to the PRODUCTION server. I was used to a quick solution using Service-Now's "Update Set" but here with SDP, it's really taking a loooonnngg time. Update Set:
Set resource field values based on Standard Operating Environment
We have set a standard operatinenvironment (SOE) for most employee roles per account (especially agent and team leader role). (see sample below) Account 1 Agent – 1 desktop, 1 keyboard, 1 mouse, 1 monitor (SOE 121) Team Leader – 1 laptop, 1 keyboard, 1 mouse, 2 monitor (SOE 122) Account 2 Agent – 1 desktop, 1 keyboard, 1 mouse, 1 monitor, 1 Office 365 account (SOE 123) Team – 1 laptop, 1 keyboard, 1 mouse, 3 monitors, 2 Office 365
SDP CMDB vs. ServiceNow CMDB
Can anyone share the advantages of using SDP CMDB over ServiceNow CMDB + Discovery module? As of today, SDP CMDB is not yet mature enough that we can use this to manage nearly 7,000+ assets. We want to store information of the following on the CMDB and get the relationship between these IT assets and it's relationship to an IT service: * Windows Server * Linux Server * Windows Desktop * Windows Laptops * Routers * Cisco IP Phones
Service Catalog - Set task start date based on input from a date field
Can we set the a task scheduled start time dynamic based on a field's date value? This is applicable to Employee Off-boarding - HR has to fill out the off-boarding template with the employee's last day or effective date of separation then a task is automatically generated by the template - this task has an estimated effort (OLA) of 24 hours. This task should start 24 hours after the date entry on the effective date of separate field.
make local authentication default at login page instead of LDAP
Hi May I know how to set the local authentication as a default login on the login page. I have enabled the LDAP and the default logon is set to LDAP Authentication. I would like to set local authentication as default login. Thanks.
Business Rule - SMS Email Template
Hi All Is there currently a way to include the Account Name in the SMS Email Template? I have set SMS Alerts in the event a P1/P2 Request is raised and require more info in the sent SMS. Thanks, Joshua.
Update an imported project by re-importing the MS project
Is there a way to import MS project into SDP to update a previously imported project with the same title?
Continual Service Improvement Dashboard - Monthly Service Audit
We have a monthly service audit wherein we check the state of our IT services - from overall service level, overall operational level, support group performance and technician performance. From here we log continual service improvement opportunities and activities on a wiki - track progress, compare it with a KPI, and measure success. Is there a plan to have a CSI-related feature within SDP?
Service-Now Watch List vs. SDP Email IDs to Notify
Is there a plan on changing how Email IDs to notify will work on SDP on the Requester view? The current state of SDP's Email IDs to notify is prone to user input problems especially when requester needs to notify multiple email address. Here's a set of screenshot for comparison: Service Desk Plus's Email IDs to Notify feature: Service-Now's Watch List feature:
SDP MSP - Technician Home Page adjusts won't save
Hi, I've added new widgets to the Technician Homepage succesfully as attached screenshot When i press the Publish button and navigate through the request and went back to the home page, it is resetting back to default: Why can this not been edited? Kind regards, Jarl Hoenink
Example for HTML custom menu?
Hi, can anyone provide an example of an actual HTML file to use with the "Custom menu" - "HTML" feature? Is it possible to use the JSON data of a request with the HTML? Or is the HTML just static and will be displayed?
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