Automatic convertion request to change?
Is it possible to convert an incident or request to a change through a workflow automatically. Why? We get some calls to us about stuff that is not within our services and we need them to automatically reform into changes as our Servicedesk is not aware of every service we provide and not. When they create new requests and tickets they do not know if the ticket should be within the supported area or not and we don't require that from them either. It is not in their duty to know. Because of this we
incoming email match order
I would like to know the order to match the incoming email to create a new ticket. Is this the order? "requester email" account - "To domian" configured in account - "From domain" config in account Thanks
Report including deleted requests
When I use the report module, does it exclude all deleted requests by default or are they included. I have chosen the following columns - Account - Overdue Status - Request status - Request mode - Request type I filter requests by "Created time", however, it seems as if deleted requests are excluded, is it so? If yes, can I include them? ServiceDesk Plus MSP 9407 MSSQL
Change Module in SDP Non-Login URL is not working without credentials..
How to user the Non-Login URL for approving changes, as the Non-Login url sent by mail is asking for credentials. Also is there a way to use mobile app for approving changes for the Managers. Version : 9.4 Build 9406 Database is MS SQL
Service Catalog Bug - Decimal Field accepts alpha characters.
SDP's decimal field implementation does not limit the field to integers or decimals. On the screenshot below, the user can enter characters - 'A'. It looks like a bug or release quality problem to me.
Filter task with Yes on Requires on-site visit
Is this a design flaw? There is no option to filter the Requires on-site visit column.
Service Catalog - How to check if there is an attachment?
Can anyone help with a Field and Form rule that allows me to verify if there is an attachment on the Service Catalog - Request Template On Create? This will hep us ensure that required file attachments are added before submitting the ticket: Attach external approvals Attach design files
Associated PO does not appear on Requester Ticket Details View
The Purchase Details of a Request ID does not show PO status when viewed as Requester. However, the Purchase Details are visible when viewing as technician. Requester View Technician View:
technician creation date ??
Dear Is it possible to see the technician reation date for an internal audit? please let me know how thanks you!!!
Purchase - PO - All ordered date shows 11:59 PM as time
Currently, ordered date shows 11:59 PM for all PO we have. Why?
How to delete attachments from private email response in SDP?
We have attachments that we want to delete from a private email response in SDP. How do we delete this? As of now, there is no option to remove this from the UI itself. We are also unable to find the files under ./fileAttachments/Request/Jun2018/258663 or in ./fileAttachments/Conversation/290001_295000/. The Request ID of this ticket is 258663.
Service Catalog - Tasks - Sort by Group does not work
The sort by group column in Service Catalog tasks does not work properly.
Lookup / Reference field similar to Service-Now
Is there a way to quickly add a lookup or reference field in SDP? similar to the reference field of Service-Now - see documentation here(https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/administer/field_administration/concept/c_RecentSelections.html) I am building a shopping cart of IT equipment within SDP service catalog (see attached screenshot) and it will require requesters to assign an equipment to a user for equipment delivery, installation and testing purposes.
Task History - Why history log shows that task was updated by Requester?
We are currently reviewing breached tasks for August 2018 and found out that the task history is inaccurate. It currently shows that task has been updated by Requester (one of the sample is indicated in the screenshot below): This is a task created automatically from a Service Catalog - Request Template.
Error Renewing Free License
We have been using the Service Desk Plus MSP for a little while now but need to renew the license. We sent in the request and got an email back containing a link to the renewal form " https://www.manageengine.com/products/service-desk/free-it-help-desk-software.html#getfree " but when we fill in the required information, we just get this error: "Error Occurred, please contact application owner" Does anybody have a fix for this?
Downgrade from 9000 to 8316
Hello I've sucessfully updated to 9000. But we dont like the new Work log Control about times. How do I Downgrade to 8316. Since I cannot restore a 9000 backup into a 8316 new instalation?
Field and form rules - actions - custom script
Hi, I'm trying to find a way to make an adjustment to the "Start Date" field on a service request form. I would like to add a custom script so that it will subtract lets say, 10 days from whatever date the requester sets as the start date. That way the technician can get a headstart. In addition to that, I would like the subtracted days to be different based on the ticket priority value. If it's high priority, we get a bigger headstart. Does this sound like the best way to approach this scenario?
timespent with account and non-operational hour in reports
I need a query for the timespent reports highlighting or adding the operational hours and non-operational hours . Existing query: SELECT wo.WORKORDERID AS "Request ID", ad.ORG_NAME AS "Account", rtdef.NAME AS "Request Type", wo.TITLE AS "Subject", ct.TIMESPENT AS "Time Spent", rctd.FIRST_NAME AS "Time Spent Technician", ct.TS_STARTTIME AS "Time Spent Starttime", ct.TS_ENDTIME AS "Time Spent Endtime", ct.DESCRIPTION AS "Time Spent Description" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON
Filtering support email by customer domain
When creating a new customer account, I record the customer domain name. However, if an email is received from an address on the customer domain, but where the address is not listed against an existing 'requester', the email is discarded. We have to discard email where the addresses are not recovnised because there is too much spam to create tickets from all incoming email. But why , when the customer's domain is recorded - are tickets not still created for email coming from customer specific domains
Request List, API
I'm using postman to filter a list of requests, but I want to retrieve all the fields from the view, is it possible ? In view image there's a field called deal id, but when I make the request it does not appear
Questions on setting up 1st Change Management process
Hi we have not yet started to use the Change Management portion of MSP. As a 1st step I am trying to setup our Network Change Control. We are currently using a paper based form and I am trying to replicate the same fields and workflow. I have a few questions below. Sorry but I have not used this module at all yet. 1) How is the CAB used? Is it purely a peer review of the request? 2) Can the CAB step be bypassed? 3) In our current process once the Analysis is completed it goes to approval. Each request
Login through API
Hello, I read carefully the documentation about the Rest API, however, I can't find the way to Login user sdpapi/auth module. It's written on the doc : AUTHTOKEN is returned from the Login operation. So I try to use the Login Operation which is documented below : Synopsis: The login operation fetches technician key, permissions and list of permitted accounts for a technician URL: http://<servername>:<portnumber>/sdpapi/auth/ Input Parameters: username - username of the technician who wishes
Service Request API pull
Hello, I am unable to use API to pull service requests. I am using: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************ I am able to view Incident Requests, but when I try to view Service Requests, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
Wrong time zone
I have problems with the SD Plus MSP time zone. The server time zone is correct but the ServiceDesk is -2 hours, and that occurs since we reboot the server. How can I set the time zone to Santiago, Chile -3 Thanks in advance Mike
SDP MSP settings document
Hi, I am looking document can explain more detail on how to use MSP common site or default settings in account detail settings. I read the admin guide from wbesite but the document only tell how to setup it.. did not explain why have this function. My environment has multi-accounts and need to setup default business rule and SLA.. also may need to adjust special SLA for individual account. are there document can help me to understand how to structure the configuration in SDP-MSP? Thank you Code
how to identify differnt accounts when OpManager to log ticket?
does anyone know how to identify different accounts in SDP-MSP when single OpManager to log ticket for multi-accounts? for example, I have account A and account B in SDP MSP, but I only have one OpManager to monitor both of their devices. When I received tickets from OpManager via Log ticket under notification settings. can I identify the ticket is belong which account and create related ticket for A or B account? Thank you. Code Chang
Filter Requests by Request ID on the Requests Module table
How do I quickly filter the list on the Requests Module using a list of Request ID? I want to also have the ability to export the list to .xlsx format and the Request ID on the exported file should be linked to the Request details. I am looking for something similar to Service-Now's List View Filter named: Is One Of
Service Request API Key
Hello, I am able to pull information from Incident requests using the API key string: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************************** But if I try to do the same for a service request, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
Question: Was jQuery upgraded from version 1.8.3 to version 2.2.4 in SDP MSP 9402?
Was jQuery upgraded from version 1.8.3 to version 2.2.4 in SDP MSP 9402?
Adding shared assets to a customer request
We have shared assets used by multiple customer. For example a FTP server. We have the FTP server entered under our MSP Organisation Assets. When I add a request for Customer A I can not find or 'see' how I can add this server. Is there a way to add 'shared' assets?
Option to set temporary passwords for requesters?
Hi we are constantly getting new requester accounts created. Problem is the new requesters do not know their ID and Password. I know the system can send a notification with this information but it is totally unsecured as it is sent in clear text. Also best practice is to send User ID and Password separately. Can a password be set that has to be changed on 1st login? Are there any real plans to address this? Thanks, Brian
Workflow - Service Catalog - hate it
The current design of SDP is currently a pain for complex workflows and processes. After using this for 6+ months in the Production environment, i can say that it can only cater very basic workflow but the complex workflow are difficult to implement - especially workflows with multiple decisions. Is there a plan to to redesign the whole workflow process for Service Catalog? Similar or better than the Service-Now Workflow concept: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/workflow/reference/getting-started-workflows.html
Report for Closed Tickets
Hi I've done a bit of a search and couldn't find anything that quite fits what I require. How would I go about generating a report that displays how many tickets have the status "closed" by a technician for the previous week? The closure date would need to be within that previous week period. I'd like it to display in a table like this: Technician | Closed Tech 1 | 32 Tech 2 | 28 Tech 3 | 30 Any assistance would be greatly appreciated
Requester Attributes
I want to change requester site attribute from to all requester in DataBase
Is it possible to use Azure Database for Postgres as database?
Hi, I am trying to use "Azure Database for PostgreSQL-Server" (9.5) as a database for SDP MSP. Should that be possible? I keep getting errors when using changeDBServer.sh while connecting with psql works fine (so no firewall issues etc). ----- Host : xxxx.postgres.database.azure.com Port : 5432 User : sdpdba@xxxx Password : yyyy DB Name : sdptest -------------------------------------------------- FATAL: Invalid connection parameters specified. Check connection parameters, and try again. --------------------------------------------------
Creation of a Field & Form Rule for Time Elapsed
Good Day, I am interested in populating the Time Elapsed field with a pre-defined value (for specific issue templates), by initiating a Field & Form Rule at the time of submission. Is there a known methodology to complete this? Thanks, Mike
Configure Exchange in ServiceDesk
Greetings Thank you for your attention, I am testing with the solution ServiceDesk Plus. Can I configure protocol Exchange in the email settings? How do I fix it? Regard Erick Gamboa
Adding additional information to survey email body
Hello, Is it possible to add more information to the survey body in version 9300? e.g the ticket in question, when it was logged, title, when closed etc. Thanks.
Internal linking between solutions
Hi Started to build up a knowledge base in SDP MSP. Inside a solution ( e.g. ID 12) in some cases I want to reference another solution (eg.ID 13) for more detailed information about a relation issue or whatever. I can solve this inside solution (ID 12) by using a web link like http://mydomain.com/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID=13 and this works fine. But this web-adress is fixed, say for instance that I for some reason need to change my domain to "mynewdomain.com".
ServiceDesk Plus MSP
Please help me on below query “How to import open ticket details from Manage Engine service desk plus MSP to any database? We are preferring MySQL DB please let us know ”
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