Project site
Hi all, I have an issue with Project module in SDP MSP. I was creating a project for my company but missed correct site. Now, I need to change the site assigned to project but can not find that option. Is there a chance to make this change or I need to create new project in correct site? Regards, Ognjen
Disable default request template for Technicians
Dear ManageEngine support Team, I need to disable the default request template for Technicians too. Please advise. Thanks & Regards Murali +971 50 6424099 Abu Dhabi, UAE
Error fetching mail ID to group
Hi, I`m testing MSP thinking on deploy it to manage ticket from IT, finanace, rrhh, etc. I have created all Dept as groups and 1 account in our Exchange online tenant like: help@domain.com (mailbox) help-it@domain.com (alias) help-rrhh@domain.com (alias) etc My problem is that when I send mails from internal account to an alias msp detects the received mail as send to the mailbox accout (help@domain.com) and the group assignement dont work. If I send an email from an external account like gmail all
Best way to set up a recurring (monthly) task
I am looking for the best way to set up a recurring ticket or task. I have something that needs to be done the 1st of every month and it can be picked up by different people.
email settings SDP MSP
Hi, i am trying to figure out the following scenario and any suggestion would be useful: my company has acquired a smaller company. let's call my company, company1, and acquired company, company2. Every company has it's own set of users and for some time every company will handle its own users, but using the same service desk, thus meaning that users form company1, should send requests to support@company1.com, and recieve answers from the same email address, and users from company2 should send requests
Hide Requests for an Account from a 3rd Party Support Group
Is there any Trick to achieve the following? We have a customer account setup and a support group who manage all their requests and incidents. However we have a second support group assigned to that account containing 3rd party technicians. Is there anyway of hiding requests/incidents for the account from the 3rd party technicians until the request/incident is assigned to their 3rd party support group? Kind regards Jon
How to hide the name of technicians from the user?
Hi! How to hide the name of technicians from the users? Otherwise, they will call and divert technicians. There is a script or functions for this?
Set Request Type when raising request by Email
Currently requests by email/alerts do not have the Request Type set. Could some sort of configuration / setting be introduced to set the default request type when a request is raised by email? Kind regards Jon
Account manager
Hi, I would like to use the account manager role as moderator = the account manager receive the request an set the priority or at least receive an email as soon as a new request is created. Is this possible ? Kind regards - Vincent
Integration with remote connection apps? What are you guys using?
Hey all, Currently we're using LogMeIn Central but are looking at alternatives. Is anyone using any integration to initiate remote connections from SDP? Thanks!
Categories on form rules - script
Hi, Please i need help with a script that can change the Category, Subcategory and item of the form when a specific criteria occurs
Change Requester Role
Hi, We are looking into use the change management feature in Service Desk Plus MSP. I having trouble to add requesters to the change requester role. According to the helptext it should work. How do i do it? I want to let some requesters be able to request a changes. //Micael
How do you set a PO approval $ limit for an approver?
We need to change an approver's approval authority $ amount. where is that done?
Help with Support Groups
Hi, I am configuring ServiceDesk Plus for our company and am just at the tweaking stage before we test it. Although we have multiple physical sites, all IT support is currently dealt with from the head office by two support groups, so I have decided to configure just one site with multiple departments and 2 support groups. The thing is, I have noticed that when configuring the support groups, one has been added by someone else under the Default Site and the other has been added specifically to the
Request created on-behalf-of
hi, Sorry may be is trivial but I don't know how to use the on-behalf-of feature. Please can you help regards
Handy tip to show HTML code in a report
Here is a handy tip to show the HTML code of the description text from a workorder: SELECT TOP 10 wo.workorderid 'Workorderid', REPLACE(REPLACE(CAST(wo.Fulldescription AS NVARCHAR(MAX)),'<','['),'>',']') 'Description' FROM Workordertodescription wo ORDER BY wo.workorderid DESC You can use this also for notifications
How do I configure column visibilty
I would like to configure column visibility in requests grid, so that some fields are visible only to tecnitians. For example, I would like to hide Assigned to field from the request autor. How do I do that? Thanks.
Email Account When Request is Closed
Is there a way to automatically email an Account Manager or a specific email address when a Request is closed for their account?
Service Desk Plus MSP Customize Request ID.
Hi! We have the SDP MSP Build 8310. I Like to know if exist a form to customize de Incient ID. Example: Today, my request ID comence with numbers like 01, 02 etc. I want to change these ID to "ITX000001, ITX000002... Well, put a prefix on ID, like example ITX, CIE...etc. Is possible? Appreciate any Help! Att, Rogerio Paliosa Interaxa Brazil
SQL Query for /sdpapi/request
Is there a way to execute a SQL query to get the data in this view, from sdpapi/request (basically, a list of requests - depending on filterby)?
Removal of the New Incident button
Is it possible to remove this button?
Get Used nodes count
In the license under Help--> License, it shows Used under Purchased assets. You can verify it using the below: Go to Report tab--> New Custom Report Now choose as below and proceed to Report wizard Now, select as following image and run the report to get the data Krishna Bharat ServiceDesk Plus - MSP team
Modifying Requester Detail Field
Hi, Not sure if this question has been asked before, but seem I cannot find it on forum's archive. How do I edit or modifying requester detail field on incident template? Please see below image for detail: Thanks,
Need a method of printing selected Solutions in v9
I am using Solutions to keep a vast amount of "how too" documentation. I would like to make a hard copy of selected Solutions from time to time to keep on hand for DR purposes. I see Solutions is not available as an entity for creating a custom report. Any ideas on how to do this please?
Account details: how to view them ?
Hi, I noticed that when I logon as technician, role "SDCo-ordinator", I cannot see the Account details tab inside a request. Instead if I logon as administrator, I see it. What I need to show it to all techs ? Best regards, Simone
Sending E-mails
Hello, I am has a problem with sending e-mails. I use a Trial Enterprise version. A some weeks, the e-mails are sending normally. Now, the e-mail send, but some recipients don't received. Internal e-mails arrive normally. If I logon in the mail server, the e-mail send normally. In the support file, don't have errors. Recent I change the Virtual Machine of Server 2012 for another Server 2012. Example: I open a ticket for user with e-mail xxx@live.com. And I receive all tickets open in my e-mail leandro@mybusiness.com
Migrate Enterprise to Standard
Hello, I have tried the Enterprise Edition and now I will use Standard Edition. How procede to migrate data? I need install another server and backup normally? The Enterprise Edition are in version 8.2, now all versions is 8.3. I need install 8.2 version before migrate data and later upgrade manageengine?
Initiate Remote Support
Hi I'm using SDPMSP Standard Edition (Free) where no asset management in it. How do I initiate for remote session when request coming in from a requester? It seem remote support only able to kick out from asset tab? Does asset management available to purchase independently on standard edition? Advise appreciate Thanks,
Totale work time for technicians
Hi, we need to track all the time spent by technician (not only against request), and have a complete monthly report of time spent (work and vacancy) for each person, to pass to the payroll office. Is it possible? Which method do you use? Thank you Michael
scan/audit on computers at a specific time, not only during a reboot.
I would like to scan / audit on computers at a specific time, not only during a reboot. Of course the agent is installed one the computers with GPO, but I have problem with users who do not shut down computers :)
ServiceDesk Plus MSP Quick Start Guide.
If you are new to ServiceDesk plus MSP, Please use the attached Quick start guide to understand the basic architecture of the product. Feel free to reach support at sdpmsp@manageengine.com for further queries. Rajah Ganesh, ServiceDesk Plus MSP
Service category
I want to add a business category but when users log on - they are unable to view the business category, they only see the IT Service Category can you advise how this is done please?
Can I lock a field from editing?
I would like to lock a field from being able to be edited after the request is created...is this possible? For example, I do not want the user to be able to change the description field. I have a user who refuses to use the discussion notes but would rather just update the description and keep adding notes. Management wants notes added. Can I block them from updating once the request is created? Thanks
Technician access to problems and changes
We need to know if there is any way to assign a certain role to technicians in order to see only problems or changes related to certain requester. I've tried it using requester groups and technician groups but no way.
Service Desk Plus Issues - Need Solution
We are using Service Desk plus since Sept. But We need to improve some thing in this. Anybody can help us regarding this: How can we mark Attendance through Service Desk plus of Technicians. Is there any way to Edit Reports of Service Desk, as My manager hate the Fonts and other settings in Reports How to Contact with Technicians through Service Desk plus, is there any thing for messaging etc (we don't want to use email system) Is there any way to Edit the Purchase Order Default template. Thanks
incidents and service requests
We started to use Service Desk Plus 8.0.0. We get by email the 90% of the requests. Usually the requests by email are service requests but ServiceDesk categorizes them as incidents. I don't know how to convert the incidents into service requests. Can you help me? Thank you
SQL Query
Does anyone have a sample SQL query to return all the assets from Servicedesk so that we can import the information into Sharepoint?
Performance Tunnings in SDP MSP
Hello SDP MSP Team! There is any tunning suggestions to SDP MSP as exists to OpManager ( http://www.manageengine.com/network-monitoring/system-requirements.html#performance_tuning )? Version 7606 with MS-SQL. Best Regards! René Eduardo
Custom query report - display Accounts with NO requests raised in the last 3 months
Has anyone got an idea how to create a query that will show me a list of accounts that have no requests raised in the last 3 months?
Best practices fo managing multisourcing efficiently
Hello, are there example - white paper about using ServiceDesk in order to manage collaboration between several suppliers? (multisourcing strategy). Thank you Roberto
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