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
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.
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?
Automation of Ticket status
Hello, I'm working on a way to automate Ticket status changes once the ticket is assigned to a technician. Basically what I want to do is the ticket is submitted and automatically defaulted to "open" once the technician assigns the ticket to themselves I want the status to change from "Open" to "Assigned". I did find a way to do this in the Field and forms rules, BUT it only works if I go into the ticket and then assign it to myself. It does not work when I use the shortcut shown below. Is this by
Backup restoration hangs
I was backup my ServiceDesk Plus MSP 9204 then do a new installation on Ubuntu 16.04.2. New installation works fine. Finally when trying to restore my backup it hangs. These are last lines: (I'm using sudo sh restoreDATA.sh -c </path/filename>) localhost:65432 - rejecting connections feb 21, 2017 3:55:07 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer isPgReady Información: pg_isready returning status :: 1 feb 21, 2017 3:55:07 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer
Is anyone using ServiceDesk Plus MSP with other Zoho products like CRM and Books?
With the ZohoOne products out I am wondering what integration there is now, how it works, and if there are future plans for further/better integration. Thank you
Error while requesting free MSP key
Please issue free key to fazlin@cloudit.com.fj Company name: CloudIT PTE Limited Country: Fiji
python script to open reqeust in SDP MSP
Hi, I know there are some topics to share how to use python to connect SDP MSP through API. but I cannot find sample to show how to create request in SDP MSP. does anyone can share the python3 script with me? Thank you! Code Chang
Group Approval - By Support Groups
Is there a way to set workflow approvals by assigning to a specific Support Group then set either all members should approve or at least 1 member should approve? I found Organization Roles but it only limits to the Requester. I was looking for something similar to Approval Group of Service-Now: https://docs.servicenow.com/administer/workflow_activities/reference/r_ApprovalGroup.html
Duplicate Support Groups on Different Sites
Hi Team I have a question. Is there any way to duplicate or copy a support group to different sites and/or different accounts? For this, the technicians are assigned and have visualization in the different accounts and sites. We currently have MSSQL and SDP MSP 9413. Thanks and Regards.!
Is it possible for services in the Service Catalog to apply to all accounts?
Hi all, I've created several service templates within the Service Catalog, some of which only apply to one or two of our customer accounts, some more than that. However I was wondering if it was possible to set services to apply to all accounts? I am aware I can add all accounts to the list of 'selected accounts' when editing the service template, but that does not apply to newly created accounts - they have to be added manually. When there are 20 or 30 templates this is quite frustrating, as I'd
High Priority Alternate notifications
Good day, Can you please advise if there are other methods of raising Alarms or notifications for P1 or P2 Tickets. Is there perhaps a integration App or custom scripts that's can be run. We currently utilise the business rules for email notifications, the problems is we want our technicians to be notified 24/7 with out them having to sit in front of their laptops watching the tickets or watching their emails for P2 & P1's. not sure if this is possible or if this is something we have to outsource
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