Updated Admin Guide
Hi just want to confirm when the admin guide will be updated: the last version available online is version 8.2, link: https://download.manageengine.com/products/service-desk-msp/help/ManageEngine_ServiceDeskPlusMSP_8.2_Help_AdminGuide.pdf Regards
How do I find my posts in this forum?
How do I find my posts in this forum?
reply template
hello , Is it possible to add additional fields below section of reply template as in attached picture. Regards
Different languages for different locations.
Hi there, Next question from me. I have one client which has 2 locations. Is it possible to configure notifications in different languages for the locations? Or do I have to configure separate clients (accounts) to do this? Thank you in advance for your support
Total time spent query report
I need to report query to generate total time spent(total work log) per ticket by engineer.The table must contain project,ticket id,ticket subject,time spent engineer and total time spent. Can you help me to create report query for same Version : 9.0 Build 9004 Database : postgres
Upgrading from 8316 to 9.3, how to find where the SDP MSP OS was build in Linux or Windows, how to find
Hi, I was new to SDP MSP, I was wondering how to find the OS was built for my current version, Could anyone help and how to upgrade the version too.
Is it possible? 2 step ticket confirmation before colsing.
Hi All, I'm just starting with SD Plus MSP and have lots of question related to it. The first one (and the most important for me) is: ist it possible to configure SD Plus this way: 1. Specialist sets status of the ticket to resolved. 2. Notyfication about it is send to a user. 3. If the user won't answer within 24h (User has nothing to complain about) the e-mail with link will be sent to ANOTHER person who can close it by clickin on the link in the message. Thanks in advance for your effort :)
Exporting tickets
Hello, Is there a way to export whole tickets, with attachments and everything? We have an older instance of ME we used before upgrading to MSP, and we need to export all the tickets created there for several audits.
duplicate users
Hello, how can we clean the same users who have been opened more than once in the same customer. Manuel cleaning will take so much time, is it possible to delete sp or query? regards, Ertan
Import Email aliases for Requesters from Active Directory
Hi, I can't import Requesters with their Email Aliases from Active Directory. Email Aliases for users store in custom field with name proxyAddresses in our AD in multiline format, like: primary@mail.com alias1@mail.com alias2@mail.com alias3@mail.com ... I set "proxyAddresses in "Import Requesters from Active Directory" as value for "E-mail", after import I see only first email alias as Primary Email address for Requester, but field "Alternate E-mail ID(s)" stay empty. I tryed to change multiline
Is it possible to assign a component to another account? If not... feature request
I submitted this as a feature request but wanted to involve the community in case there was something I was missing. Components should be able to be transferred between Accounts. We are currently unable to move a monitor from Company A to Company B because it is an IT Component. Is anyone doing this successfully?
How to report on How Long a Ticket was in Each Status
Hi we use Service Desk Plus MSP and have Analytics Plus. I would like to create a report in Analytics Plus that shows how long each ticket has been in each Status. This would be the same values that are in the Time Elapsed Analysis tab. Also 2nd question - how do I create a post in the Analytics Plus section? It is not available as an option. I created this under MSP since AP is not listed as a choice.
Third Party Billing
Hi all, Is there a way for third party billing? In our case we have customers who have hardware support contract with the vendor itself. We on the other hand are certified to repait the vendor's hardware and get paid for that by the vendor. How can I automate the billing process for those customers? Thanks, Christian
First Call Resolution (FCR) Setup
All, We are running SDP version 9.0 Build 9009. I saw some posts about marking requests with FCR but I can't find the setting in our version. Is it something we need to configure or is this a feature in a newer version?
Adding Custom User Field
Is it possible to add a user field to a service request that will allow a requester to select another requester?
Integrating Analytics Plus with Service Desk Plus MSP
Hello, I need yours tips! Actually, I have Service Desk Plus MSP. Can I integrate Service Desk Plus MSP and Analytics Plus in the same server? The server is Win server 2012 R2 run in a Virtual Machine. Thanks
Windows Firewall | What rule should I create?
I tell you my situation, I installed Manage Engine Service Desk on Windows Server 2012 R2, I created its respective internal DNS record, the software is a web application and it makes use of tomcat and port 80. I have published the use of the tool Through the wan of our company - clients, it turns out that if I do not turn off the windows firewall, end users can not access the application. My question. What rule should I create in the Windows Firewall? Is it an entry or exit rule?
MD for client would like to be cc'd in for all tickets logged against his company
When the MD's company logs a ticket, he would like to be cc'd in on any tickets that gets logged against his company
Tickets getting closed them self's after moving them into Inprogress
Hi SDP team, We have recently brought opmanager and SDP MSP to our projects . Both Opmanager and SDP MSP are integrated . The tickets are getting generated through E-mail are getting closed by them self's when they are moved to Inprogress . Can you please provide some suggestions or inputs on this . Regards, Sreedhar reddy M, Technical Specialist , Email : msreedhar05@techwave.net Mobile : 9505094935.
Searching attached emails
I have tried searching for tickets using terms that are in emails attached to the tickets. It seems the search terms do not return anything. Is it possible to search emails attached to tickets?
Export Requestor List
How would I go about Exporting a list of all requestors and fields within Manage Engine Plus?
Custom report - all tickets + conversations
Hello, I'm in a need to extract all ticket information as we're finishing tests on an instance of MSP. Therefere I need: - all tickets created, alongside with the conversation history for a specific support group inside one of the accounts - information needed: requester info, subject, description, date created, status, conversation history Is there a way to also show what attachments were sent during the conversation in such a report? MS SQL, SD+ MSP 9.0, build 9005 Best regards, Marcin
how to remove on hold option for technicians who are assigned in task.
Dear All, Some of the technicians in Manage engine in my organistion do not have the prvilege to hold the incidents/service request assigned to them. But they can hold the "tasks that are assigned to them. How can I remove their privilege to hold the task
scan on all computer?
Hello, Can you tell me if with the servicedesk Plus 9.2, is there a possibility to do a scan on all computer? Off networks? off? More than 1/2 years? Thank you
Logout tab - blank panel remains
I have SDP MSP and entered free License, but the logout tab still has a blank panel on the left. how do I get rid of it? This had links on it when it was in Trial mode, now the links are gone but the blank panel remains.
User Guide
Where can I find a current user guide? I have found user guides on two different url including the main MSP site but the interface is old. I need documentation that is current. You really need to keep only current documentation online. Thanks
Auto assignment of technician
I wonder if I can automatically assign groups to the technicians I put in order to be responsible for the request.
Check in / Check Out system for laptops.
Hi, I'm new to ServiceDesk and was trying to setup a template for tracking laptops that IT make available on loan to other staff or departments. We have approx 20 laptops that we give on short term loan so adding them to a dropdown list is not a problem. What i can't figure out how to do is when we 'check out' a laptop how do we remove it from the dropdown and when we check it back in on return how do we add it to the list again. Effectively for each laptop I need to have a status of checked in or
Scheduler task overview
Hello, In the Home page, using the scheduler, we can see the task that are assigned to us. When we click on the task, we have the overview but on the overview, we have no way to see on which account is this task and there is no link to access to the task directly. This is a little bit difficult then... Is there a way or should it be a feature ?
Field and Form rules for Change Management?
So I saw in the thread https://forums.manageengine.com/topic/change-management-priority-matrix That there is Field & Form Rules for Change management in the non-MSP version of Servicedesk Plus. When can we expect that functionality in the MSP version?
Bring back the available fields for the purchase module!
Hey there, In the 9.2 Build 9000 release it appears that ManageEngine is trying to make some strides toward having the purchase module not look like a giant spreadsheet. It's a noble goal however functionality was lost. You used to be able to add columns such as order number, receipt number and other user created fields which was helpful for tracking down a specific PO. (Ex. 1) Doing a CTRL+F style search used to scroll down the webpage. Now it searches within the inline pane but does not scroll
Change & Problem templates doesn't use Incident drop-down selectors
Hi, So in MSP 9 there came these awesome filtering drop-down-lists for the Requests. But they are nowhere to be seen for Problem and Change. When can we expect Problem and Change to catch up with the Request tab?
CSV requester import - self-service details
Hi, I'm trying to import some requesters from a CSV file. It requires username and password for self-service portal as mandatory fields. Is there a way to bypass this? The requesters I'm trying to import will not use the self-service portal.
Requester auto creation from email
I'd like to prevent the auto creation of requesters in the system when a new or unlisted requester sends an email. I still need to process these requests but don't want a new requester created in the system? Is this possible? Thanks.
"My Task" on Home page not ordered by date
Hello, We noted that the "My Task" tab on the homepage dashboard were ordered by name and not by date. Is it a bad programming of our tool or is it by design ? Thanks.
Remote control through Internet
I installed Servicedesk plus MSP in the cloud server. I want to take the remote control on the machine through Internet. My computer is on the private network and use Internet. I want to take the remote control permanently. What is the solution?
Does the Service desk Plus MSP support SAML Login?
We have a customer portal that required authentication and we want to publish the service desk link on this portal, but we don't want to make our customers to login twice, soo we look for a Single Sign On tool and we found that it uses SAML. Also, we want to set up this feature to our customers and they are not on the company's active directory. https://support.onelogin.com/hc/en-us/articles/201174114-Configuring-SAML-for-Service-Desk-Plus
ServiceDesk Plus will not load / start
Stuck on "Application Layer Started.................................................................................................................." wth....... ??? We have it running on another server and we have just bought this new one and we want to install it on the new one.. Trying to install the new 8.1 on a Windows Server 2008 R2 64 bit box thank you in advance for any assistance
Change Requester after incident was created
Hello, i wanted to know if it is possible to change the requester inside an incident after it was created.
Sending Notification Failed
For some reason every time we attempt to reply to one of our requests, we get an error notification that says "Sending Notification Failed.". We've already set up the mail server with Outlook, and service desk has told us that the mail service was running successfully. I'm not fully sure why this keeps happening, but when I went into the logs I found that this stuck out the most: "Caused by: javax.mail.AuthenticationFailedException" I'll attach the full serverout0 log to this post. Are there any
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