E-Mail commands
We have setup an e-mail command, but when we send an email with the subject "SDP" ""ACCOUNT=Test"" ""SITE=Test"" it does not change the properties of the ticket and the ticket remains unassociated. It's almost as if the email is not being parsed. I've had a good look around and there's not much information on this. Can anyone assist?
Pending View
Hello, I noticed under the "Pending Request" view on-hold, and open tickets are also displayed. Why? Is there anyway to change this view to show pending only to avoid confusion? What is the difference/definition of open and assigned & pending and assigned? I know the tickets still "in progress" ,but why group those 3 together under pending but separate them for on-hold and open? I want to make sure I'm not missing anything is all.
technical from ad,or how remake requster into a technical
Hello, tell me how to connect the accounts of technical specialists from AD/LDAP , or how to remake a imported from AD requster into a technical specialist as it was in the manageengine SPD + edition
Incorrect time zone
Recently we updated the version of our ManageEngine MSP Plus to the most recent version, with this update we have an one problem that we need to help us with the solution of them. Problem with the time zone, the exported reports are exported with 2 hours more than the one shown directly on the platform.
Disallow users to reopen their requests
Hello! I want to disallow users to reopen their own requests. I have set the following options; When ticket is resolved (not closed) and user respond to acknowledgement email, the ticket is opened again! How can I prevent users from doing that ? I want to allow my requesters to approve the solution and send confirmation email, which will be added to the ticket, but will not open the ticket again. In addition, when request is opened after user's reply, category and priority column are not visible
Build 9415 Reports Module no longer reads "projectcomments c" as a project field.. PLEASE ASSIST
My organization runs a "project comments" report from the Reports module in SDP-MSP to go hand in hand with a full project report pulled from Analytics Plus. Because for some reason Analytics Plus can not pull project comments from SDP-MSP??? Now with the new Build 9415 applied I retrieve the following error whenever the PComments report is ran: java.sql.SQLException: Invalid object name 'projectcomments'. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781)
Question about Billing in MSP
We looked at the Billing section in MSP some time ago and determined it could not meet our requirements. I am wondering if this has changed in past 2 years. Requirements are simple: 1) Customers are billed for all time in Work Log for all tickets where request type = Service request. 2) Customers have a bucket of support hours. They are only billed for hours exceeding their allotted total. 3) Customers are charged an hourly rate for overages. So if a customer purchases 30 hours of support per month
Continual Service Improvement Module in SDP MSP
Continual Service Improvement (CSI) is a stage in the Lifecycle of an IT Service and the title of one of the Core ITIL publications. Continual Service Improvement is responsible for managing improvements to IT Service Management Processes and IT Services. The Performance of the IT Service Provider is continually measured and improvements are made to Processes, IT Services and IT Infrastructure in order to increase Efficiency, Effectiveness, and Cost Effectiveness. See also Plan–Do–Check–Act. Use
Reassign sites
I have a generic email accounts "alerts@abc.com" which I use for 200 odd customers. I want to create a rule that says: If from "alerts@abc.com" and subject contains "Customer 1" change the site (requester) to "Customer 1" Is there a way to do this?
Custom View - in Problem, Change, Tasks, Solutions
Is there a plan to make it standard to have an option to create a custom view for Problem, Change, Tasks, Solutions and Purchase? The custom view / custom filter is only available in Requests as of today. From my perspective, having this standard across all other modules is a better platform design.
Can you merge tickets via a Business Rule / Automation?
We are getting a number of automated error message emails from a particular system and would like to merge them automatically using a Business Rule. Is this possible? If so, how do you trigger a merge from within a Business Rule?
Email trigger from Ticket Create
Good day, is it possible to trigger and email by using a specific Incident template. Meaning can we create a incident Template that as soon as it creates it automatically notifies a thirdparty ( email address) about the issue? We have external parties that we depend on a email to be shared once an issue is raised internally. to elaborate more: if our VPN connection does not work we want any technician to create a ticket using Incident Template for VPN down, and then this should immediately let the
Requester Dashboard
Hi, is it possible to enable dashboards for requesters? I see on the requester profile the Dashboard Icon shows however states, " you are not authorized to view this page." Please advise. Regards
Where is Trash for Problem, Changes, Projects and Solutions module?
The Requests module do have Trash. Why is it not available for other modules such as Problem, Changes, Projects, and Solutions? This is very helpful is someone accidentally deletes any record under Problem, Changes, Projects and Solutions.
Approve Service Requests by email
I have some users that don't want to log into the portal to approve Service Requests. Is there anything I can add into the email template that would allow them to approve or deny via email?
SLA
Good day, I have an MSP, and I have about 32 Accounts. These accounts share various services via on the service catalog while there are some that are unique to some accounts only. How can I assign the various OLAs specific to each account on the shares service catalog. Such as the email catalog is cross cutting. but the OLAs for account A differ fro account B. how can I set it as such, because now it only sees the MSP account which. I hope you under what I am trying to say. regards, Namibia
site name update
Hello, We are trying to update any site name by servlet API in SDP manageEnginde MSP but it is not working true and is changing name of different site under differtent account. We need to rename all site's names in SDP ManageEngine MSP , could you please help us ? Regards, Ertan.
How to add Change SLA by Account
I have multiple account in SDP-MSP. I wanna to define Change SLA per Account. What should I do? Is there alternative way to solve this issue? Thanks
Account name change - implications
Hi I would like to know if something wrong going to happen if i change the account name. regarding to the business rules sites sla or the Requests under this account or anything else. Best regards,
API Python
Im trying use the API to create a ticket, but I just got the response 200 without any error. Im using this: import requests import json u rl = 'http://xxxxx/sdpapi/request' TechnicianKey = 'xxxxx' resultjson = {} params={ "operation":{ "details":{ "subject": "teste 123as123", "description": "descrição", "requester": "Monitoramento Zabbix", "account": "Account", "site": "Site", "group": "Group", "category":"Category", "subcategory":"DC", "item":"ALERTAS", "Request type ":"Incidente" }}} with requests.Session()
Incident Template - How do you identify contextual data of affected CI?
We are currently on the process of building an Incident Template and we want to get contextual data of the affected CI(s) quickly: How do I do these within the SDP incident ticket related to the affected CI? previous incidents previous configuration changes previous problems previous projects alerts logs dependencies Can I also invoke a runbook procedure?
how to install CA into SDP MSP ?
I have CA certification and want to upload into SDP MSP, but I cannot find CA import settings in admin settings. 1. how to import CA certification into SDP MSP 9.4? 2. how to handle sdp.keystore for OpManager Probe to create ticket? should I update sdp.keystore file in all probes which connecting to SDP MSP? Thank you Code Chang
link request, search problem
While link requests, from action inside a ticket (not form the list), I could not found SOME ticket during search... is there any know bug? what´s the ticket visibility rule in this seach popup? (account/site/group associated to user?) Thanks
Service Catalog - Request Template - Tables
The current service catalog / request template design of SDP does not allow us to build tables within forms. Is there a plan to apply such feature? From my perspective, tables can be an easy way of collecting multiple similar information from requester in a single form - it reduces the number of clicks required and the number of times a request has to be created. Some of the applications would be: List of employees in Employee onboarding, employee transfer, and employee offboarding List of email
No search under View Requests by Requester
Is there a plan to add a search field under ListRequests.do / "View Requests by Requester"?
Service Catalog - Version History or Update Set
Is there a way to keep track of my changes to the Service Catalog / Service Request Template including FAFR? I tried using Copy Template for template versioning but it will only copy the form fields - It will not include include Field and Form Rules. It is time consuming to copy each FAFR to the back-up template. It should: allow me to easily rollback to the previous version should I enter buggy FAFR to my Service Request Template allow me to check the user who last modified a service request template
Reverse proxy loads but cannot login
Hello, I have a nginx reverse proxy working however when anyone tries to login, the page simply reloads. No error message is displayed. If someone tries to login with wrong credentials, it errors wrong username/password. Any idea what I can check? I had this working on IIS reverse proxy for about a day before it broke and then IIS became useless so I switched to nginx where it's having the same behavior. Thanks!
How to Stop Scheduled reports
How to Stop Scheduled reports created by a different Support Resource
Add Task v3 API documentation - lack quality, looks like ManageEngine employee was forced to copy and paste information
To ManageEngine -- please look at the quality of the SDP REST API documentation at https://servicedeskplusmsp.wiki.zoho.com/REST-API-for-native-app.html What method should I use for this? PUT? POST? What's the URL?
How to get Technician status if online or offline?
Is there a way to get the technician status if online or offline via API? So far, with the API v1, here's what I can only get with /sdpapi/admin/requester/{requesterID} method: "site": "1", "first name": "", "businessimpact": , "department": "", "last name": "", "empId": "", "domainName": "-", "isvipuser": "", "requesterid": "", "emailid": "", "landline": "", "jobtitle": "", "costperhour": "",
How do I know which Report folder a specific report belongs to?
The system log entry for Reports module only shows the following information: - ReportID - Report started by - Report Title - Report finished at - Time Taken (in secs) - No of pages - Report Type - Report Format - Report Query
how to move a request to another account?
how to move a request to another account?
Modify existing scheduled report
I'm trying to modify an existing scheduled report which is being emailed to someone who no longer works here but I can't seem to find this feature. Any help is appreciated.
additional field limit
I would like to know if its possible to remove (editiong some file) the limit of 50 additional fields Thanks
Query Report
I need some assistance creating a Query Report it will need to contain the following: Request ID Requester Category Subcategory Group Technician description resolution Created Time Completed time Is is possible to do it for a specific site only as well?
Only Append E-mail Body Above a Line into Incident Conversation History
Is is possible to have ServiceDesk ignore everything below a designated line? Example: ================ Requestor's reply text to import into Incident -----------Please Reply Above This Line----------- All other text to be ignored. =================== Some of our techs are having problems following the e-mail threads and suggested this as a possible solution to their issues. Currently the techs are replying by e-mail to the Request assignment e-mail and the entire body of the e-mail is appended to
questions about billing
I understand that there are 3 types of plan (per hour, per request or fixed), and this plan is attach to account using contract billing. but I have lot of questions: is this only for ticket closed? also open? (if per hour plan). does it count the real open-close time or the worklog time? is there is no worklog added? does it count the open or the close date to check if the ticket is considered? when does the bill cycle start: year calendar or start date? (example halfyear) what's going on with the
Self-Service password reset broken
Hello, im running into an issue with a new deployment of SerivceDesk Plus MSP. When a user requests a forgotten password reset link, the url that's being sent out is being prefixed with "https://http://". This is only happening with the password reset module, dynamic links in notification emails aren't affected by this. I also would like to know where this template is stored so I can edit the wording. Here is a copy of a reset I ran for my test user: Dear John Doe, To reset the password for
network remote support
For internet remote assistance, MSP use zoho Assist with a 1 concurrent free sessions. for more need to pay a license. for Network MSP use zoho meeting. Is this no limit concurrent for free or how is it? Thanks
Field Form Rule Script - Only execute if all mandatory fields are entered
Is there a way to check if all mandatory fields are completed without checking each field individually? I have a Field Form Rule script that executes on create and adds text in the description field. Currently, if the user missed a mandatory field and clicked Submit, the field form rule runs, then notifies the user that they missed a field. Then when they update the field and click submit again, the additional text is added a second time. I only want this text to be added once. Is there a way to
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