API to post new conversation
Dear All: any ideas how I can post the conversation for a request through API? Thank you. ChuSoon
Send asset name in REST API
Hi! Sorry my bad English. I need send asset name in REST API to request, but XML parameter <asset>asset.name</asset> not work. Please help!
Install ServiceDeskPlus-MSP with existing local/remote PostgreSQL instance
Hi Support team, Is it possible to install ServiceDeskPlus-MSP to utilize existing local/remote PostgreSQL instance during installation without the bundled one? If possible, how to achieve it? Thanks, R
Business rule not working
Hi, I have changed the business rule e.g. place on "ABC" group for one of the account but this changed business rule is not working. The request still use the old business rule. Can help on this issue? Thanks!
blank column in excel report
Hi There is a blank column when i generate the report in excel format. Is there any way i can remove the blank column?
Email notifications when worklog, task, notes, outgoing mail, updating worklog and tasks, status is resolved are made.
Hi, why does not notification rules > “Send notification to technician(s) when request in this group is updated” include the following type of updates: · Adding note · Adding worklog · Adding task · Outgoing mail · Updating worklog · Updating task · Status resolved The only notifications that are sent out to the technicians in the group selected, are changes being made within the request detail fields. (Example: Impact, urgency, status:
Reset Email password dont arrived to some requesters
Hello, I use the trial version 8. In some cases, the reset email and the email of creation of password of service desk plus msp don't arrive to inbox(I see the junk too) mail. I tried with emails @live, @empresa.com, etc. Emails with my @mybusiness.com arrived, but of my clients, @gmail, @yahoo, @hotmail dont arrived. Whats is the problem? In the register, show me error for reset: User:administrator trying to reset password lo... Admin - - Error 27/06/2014
SSO problem
Hi, I managed to implement AD authentication, and it is working perfectly. However, for some reason I can not use NTLM to log in automatically from either IE or Firefox browsers. In IE, I added the site url to the trusted Intranet sites, in firefox I used the about:config method to enable NTLM response for the site url. If I open the site url, I'm greeted by the form based login page. (Can log in manually, with my AD credentials.) What could be the problem?
Documentation Typo - Connect to PostgreSQL Server in Windows/Linux
http://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/configure-database.html pgsql.exe should be psql.exe as seen in the images provided just under the incorrect text. I suggest searching through any other documentation maintained by ManageEngine and correcting as necessary. I'm surprised nobody has reported this yet!
project milestone notification
Hi, I ticked the project milestone notification and click save. The changes are not save. The checkbox is not tick.
Need help with account based URL
Hi! Sorry my English. Accout have account based URL, for example, "domain.com/client" If requester from account domain send request, it resieve notification with URL, for example, domain.com/WorkOrder.do?woMode=viewWO&woID=379 . How to make URL look domain.com/client/WorkOrder.do?woMode=viewWO&woID=379 , with account based part of URL ?
Integration with Quickbooks / Exchange
We've been registered users for almost a year now, renewal is coming up, and honestly, we're looking to see if SDP-MSP is a long term product for us. The price point is definitely attractive for what you get, however, our little IT company has more than doubled in the last 12 months, and (2 to 5 employees) and the extra business on the horizon is making dupicated processes even more burdensome. We'd really like to have one solution that will cover all our needs. This leads me to 2 questions
Avalible technician do not show in support group.
Hello: From my Technician (with filter by the site), I was able to see the technician list. But I can't see the technician name listed in the column "available Technician" during creating the support group. any ideas? thanks.
the change request modules is not exists.
HI All: I install the serviceDesk plus MSP evaluation license. But the "Change" modules is not exists. any ideas or any configuration need to need to be set? Thank you. ChuSoon
How can I update Service Desk Plus-MSP from version 7.6 to the newer version?
Hello, I am currently running Service Desk Plus - MSP version 7.6 build 7606 and I am also using MySQL. When trying to update Service Desk Plus - MSP to version 8 the update failed. I tried to get the version 8 and install it fresh, but when I did there was no option to use MySQL. Is there any way I can update to the newer versions without losing the ability to use MySQL? Thanks for the help.
Problem while importing the assets : This remote server data is not supported to import in the current central server.
We are using Manage Engine Service Desk Plus MSP 8207 and Asset Explorer 6.1 as Remote AE Server on Site. After we scan on our site and try to "export and push data to central Server" We have an error notification like this Problem in exporting and pushing data to central server. Authentication failed while trying to login in to central server with the credentials provided. Then we try to export data to get a zip file. When we try to import the zip file at our Service Desk Plus it says this error
IE 10 compatibility
May i know is version 8.2 compatible with IE 10? This is what i see on the drop down list.
New ServiceDesk Plus install - Default login accounts do not work
Hi It could be me being stupid, but having installed ServiceDeskPlus according to the installation guide, I get the login screen however the default login details do not work. It just says Username or Password is incorrect. Any ideas? Regards Liam
Unchecking "Requester can Set" and Checking "Requester can View" removes field from Requester View in Service Catalog Service Template
When I create a service in the Service Catalog, I can modify the Service Request template in the Form Designer. However, when I add a standard Service Field (such as "Request Type" to the template in the Form Designer, leave the "Mandatory Field" and "Requester can Set" unchecked, the field is removed from the Requester View. If I then move the desired field back into the form in the Requester View, both "Requester can Set" and "Requester can View" are checked. If I uncheck "Requester can Set",
How to assign an SLA to all accounts?
Hi, Is there a way to setup an SLA that applies to ALL accounts? It seems if I don't individually select an account and create its own SLA, when a request is created for that account, an SLA is not applied to it. Hope that make sense. Thanks, Umut
Anonymous Requester?
Is there a way to generate a notification when an email request comes in for a requester that is not defined as an account or MSP Requestor? It looks like the request currently gets put in the queue and somebody manually needs to deal with it. We would like to be able to log marketing/sales requests which could come from any address/domain. If the MSP business rules were executed for a nonexistent requester we could parse and act accordingly. We don't want to login and manually check the Request
Zero dollar bills
Hello, I've assigned a billing contract to an account, made a request, booked time against it, and clicked to generate a manual bill. The bill is all zero's. Same if I add a manual cost to a request, and generate an ad-hoc bill. Why is this happening? :(
New requesters fall on deaf ears
I'm having a problem with my SDP MSP installation (8.2 Build 8206). When a new requester (i.e.: someone not in the Requesters list, and their domain is not associated with any account) sends an email in to my support email address, the request shows up, but there are no email notifications sent out for it (to the Requester, or to the Technician). This is either a terrible flaw in the design of the system, or I am missing a setting somewhere. How are people with @gmail.com or @yahoo.com emails supposed
Replys sent from SDP-MSP
Hi. We have some issues with replys being sent from MSP, for some reason emails get "Support" added to sender name. I cant find any way to get rid of that or change it to something usefull? For example : ACME - Support <servicedesk@acme.com> should be ACME - IT Servicedesk <servicedesk@acme.com> Best regards Robert
contract view
Hi, we are evaluating Servicedesk Plus for MSP. Is there any possibility for a requester to view it's account / site contracts ? It would be nice to have a requester rights section. Did I miss it or does not exist ? Thanks
Updating SDP-MSP from build 8201 to build 8206
I am attempting to migrate/update from SDP-MSP v8.2 build 8201 to v8.2 build 8206, but when I start the service pack install I immediately get the following error: "The system cannot find the file: "C:\ManageEngine\ServiceDeskPlus-MSP\UPDATEMANAGER\..\mysql\bin\mysqld-nt" (see attached screenshot please) and then after a few minutes the installer finishes and says "Failed to start MySQL". Upon restarting the system, SDP-MSP remains at v8.2 build 8201. Could someone please provide me with some help
ManageEngine Plus Servicedesk Outbound emails issue
Dear Geeks, I am facing an issue with respect to auto reply of ManageEngine Service Desk. internal emails (from same domain) are working fine and replies are being received where as external emails are not receiving auto replies . I had verified that there is no such limitation or configuration installed on exchange end. Any help regarding thiswould be highly appreciated.
Exporting various pieces of info from ServiceDesk Plus
Hello, Is there a way to export data for the following: -Accounts -Sites -Requestors -Technicians We need to enter this information into some of our new systems for company reporting. Thanks.
Report error - javax.imageio.IIOException: Error reading PNG metadata
Hi The first time I run a report I get no error and the report outputs correctly however if i then go to run another report or the same one i get the 'javax.imageio.IIOException: Error reading PNG metadata ' error. If i go and restart the SDP-MSP service i can successfully run the report but then any subsequent reports will give the 'javax.imageio.IIOException: Error reading PNG metadata ' error again. Many thanks, Matt
Additional Fields for each product Type
With the current SDP MSP Version, Users can't be able to add additional fields for different( Assets) Product Types Seperately (Eg: Switch or Router). This makes it impossible given situations where some product types might have information not relevant to the other. Example. Operating System for Workstations and Servers is not relevant to a switch or a Router..
URL is not opening inside LAN on domain Users PC
Dear Helpdesk, I have some problem I have set URL or default URL in self-service portal settings of SDP.From there the URL is opening fine,but it cant be open inside LAN on Domain Users.The Users added already in SDP to manual account rather than in MSP account.Please find attachment also.Please help me out.
ServiceDesk MSP - Requester to Technician
Hi, We're testing out ServiceDesk MSP for our business. Having previously used ServiceDesk we was able to change an account that was detected from Active Directory scanning as a requester to a technician but can't see the option avaliable in the MSP edition (8.2). Is there something I'm not doing right or is the feature excluded from the MSP edition? Kind Regards, David
Request Counter Contract
Hi, Is it possible to have a tickets remaining counter for an account in ServiceDesk MSP edition? E.g. A customer buys a 25 ticket support contract, is it possible to get a notification or to see wither how many tickets are used or how many are remaining? Thanks, David
Service Catalog does not display user defined fields created in standard request templates. Why?
Hi, I am trying to use the Service Catalog but we have added user defined fields under the HelpDesk Customizer. We use these in request templates we created before the Service Catalog was added to MSP. Why don't I see those same user defined fields when making a new Service Catalog Template? I have Service Desk + MSP 8200
Service Pack 8204 failed
Hi, I tried to install service pack 8204 and it failed. Error message was saying something about "unable to uninstall". Now I can't start the application. When I launch "startSDP.bat", application freeze on "application layer started". I ran the "run.bat" and message is : Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details. Need help! Any idea?
Average time to respond by account and Average time to resolve by account.(SDP MSP)
Hi, I am looking for a query that shows the average time to respond (in minutes) and average time to resolve (days, hours,minutes) by account. As below. Account Average time to respond Average time to Resolve Total Number of Incidents Acme 17mins 0 days 3 hours, 21mins 201 Apologies I forgot to give the below info. Service Desk + MSP Your Version: 8.1 Build 8106 Latest Version: 8.1 Build 8106 [Details]
remote software not working
Hello Guys, I was wondering if you could shed some light on an issue we are having here. We have Ultra VNC installed on our 200+ machines as well as the manageengine audit tool with the meeting software however we cannot remote on using the agent or VNC as an error occurs. The VNC option looks like it connects but gets stuck. The only firewall we use as a business is F-Secure and we do have a group proxy. Any ideas?
credentials do not authenticate
Hello!!!! I installed the manage engine plus on my system windows server 2012, and i used the program with a user and your password default, i got it to do this, my first access ok, after i unable more access with same user and password, someone can help me some solutions about this?
Remote control customer server/desktop
It is about remote desktop when workstations are in a remote site. (with only private IPs) I suppose that the server connects to the network that makes the connection with the workstation. Maybe it will be necessary to install an agent by hand on the remote site. Is it possible to get some documentation about the way the connection process? I would like to know exactly how the flow works.
Problem with Account - Additional Fields in MSP build 8203
Hi There is a problem with Account - Additional Fields in MSP build 8203 If you rename a Configuration Item Types, such Account in Accounts, then go to a page with Account - Additional Fields, this page just disappears and Add Field button does not work. If you rename Accounts in Account back, the page with Account - Additional Fields displayed normally.
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