Worklog
Is there anyway to prevent users (technicians) from adding worklogs after a request has been closed?
To Notify or Not Notify depending on time of day and device or site ???
Hi All, I have been evaluating the ServiceDesk Plus MSP product for a couple of months now and have reached a major stumbling block, I need to control notifications based on what time of the day it is. Example: (assuming its 2am in the morning), I need to have the ability to create a request / incident, then notify via email and SMS when a device is under a 24 x 7 x 365 maintenance agreement with us or not to notify, just create the request / incident if the device is a 8 x 5 next business day. However
'My Reports' - mine or everybody's ?
I assumed that this folder within the reports tab, would be a place where I could store my custom reports i.e. only visible to my user id. However I have noticed that users from other projects are using this folder. So is it really 'my folder' or is it available to everyone?
'My Reports' - mine or everybody's ?
I assumed that this folder within the reports tab, would be a place where I could store my custom reports i.e. only visible to my user id. However I have noticed that users from other projects are using this folder. So is it really 'my folder' or is it available to everyone?
Invoice preparation from Servicedesk Plus MSP
Hi All, I am trialing Servicedesk Plus MSP for use in our business. As an MSP we obviously need to prepare invoices from completed requested. I can't see any clear process for this in Servicedesk Plus MSP, so was curious how others went about this. I have trialed setting up a custom field called "Invoiced?" in a request, which has the values Yes and No, which allows me to generate a report based on on both Request Status being Closed and Invoiced? being No, with most of the relevant data needed
Asset Scans
Hello everyone. I'm fairly new to ServiceDesk Plus MSP and have attempted to get a good asset scan. I ran Windows domain scan and pulled in the workstations on our network (although it did not auto-assign them--not sure why). How would it be best to also scan for printers/switches/etc.? Question 2: I ran the Distributed Asset Scan probe at a remote client location and was able to import the workstations into ServiceDesk Plus. How would it be best to also scan for printers/switches/etc.?
Automatic survey email not working
We have configured our ServiceDesk MSP installation to send out survey emails whenever a request is closed. When a request in a "Resolved" stated ages (7 days in our system) and closes, there is a Null Pointer Exception in the logs, and no survey email is sent. [12:47:52:316]|[09-12-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[41]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [12:47:52:316]|[09-12-2011]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[41]|:
ServiceDeskPLUS MSP , group notification doesn't work
Hi, We recently purchase Service Desk plus MSP, we found notification doesn't send to group technichians after a new ticket created what we have done is 1) configured support group for the accounts. ( see attach two screen copy) 2) enable the notification in the notification rules for the accounts ( see attach two screen copy) The problem is 1) when the technician doen't pick up the request, notification never send out 2) when a new ticket assign to the group, notification doesn't send to group
Customize Portal List View
In ServiceDesk Plus MSP, I'd like to create a custom list view for the self-service portal. Portal/requesters can customize their list view clicking the Columns icon and then selecting columns to be presented in the list view. However, as a ServiceDesk administrator, I'd like to limit the columns that are shown or are available in the requester's list view. Related to this, I'd like to "hide" the SLA violated flags from the requester in the list view. Can anyone offer suggestions?
How do I add employee ID & Computer Name (Custom field) and email address to the below query?
How do I add employee ID & Computer Name (Custom field) and email address to the below query (Next to user name) and sort all data by the request statuses "AD to enable account" and "AD to disable account" SELECT aau.FIRST_NAME 'User', wo.TITLE "Ticket Title", std.STATUSNAME 'Ticket Status', ti.FIRST_NAME 'Ticket Assigned To',longtodate(wo.CREATEDTIME) 'Ticket Created Time',longtodate(wo.COMPLETEDTIME) 'Ticket Closed Time',TaskDetails.TITLE 'Task Title', longtodate(TaskDetails.CREATEDDATE) 'Task
How to make emails in the same request?
When I use ServiceDesk Plus, I meet a problem. I have different settings on incoming and outgoing mail servers. For example, I set A as the incoming mail server, and B as the outgoing mail server. If a user sends an email to A, then SDP fetchs this email from A and converts it to a request. I use SDP to read this request, and also I reply this request to that user via B mail server. After that, the user gets my reply. Then, the user continues to send me some feedbacks in the same email. At this
add attachment to service catalog
I would like to add a ROI document to the hardware service catalog for hardware request.. Can this be done???
can't connect
I;'ve installed it on a windows 7 machine,. It loads fine. when I enter the ip followed by :8080 on a windows 7 client, it cannot connect. I have turned all firewalls off. what gives? I have confrimed that the service is running.
Error in system log viewer (Exception while trying to send notification for the request.)
Hi I am getting the error in the screenshot (Exception while trying to send notification for the request.) when service desk tries to send out e-mail notifications to a e-mail addresses in a specific domain. I have checked and our domain and IP is not blacklisted on the recipients mail server, I am able to send mail to the domain when loggin in to the webmail with the account used for our servicesdesk mails. Thanks
Problems with attachments
Since I updated our SDP-MSP to 7606, everytime we try to download an attachment to an email, we get the option to save a file "FileDownload.jsp". This file is actually the attachment, it's just renamed for some reason. Has this been reported? I'm running Firefox8.0 on Ubuntu 11.10 (so I assume this bug can put under the heading "Browser compatibility"? ;) )
If I click on show query for a custom report and I try to run it in the query builder lots of errors come up; link requester detail to requests, link tasks to requests with specific statuses
Not sure if this is a problem. If I click on show query for a custom report, cope the whole query and past it into the query section then try to run it exactly as is in the query builder lots of errors come up: This is what I copy: SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",std.STATUSNAME "Request Status",reqf.UDF_CHAR4 "Cost Centre" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN
Default request problems
Hello, i'm runnig MSP 8016 and i have a problem with Default request template. I configured the fields needed, saved changes then tried to create a request. In the New Request view i can see my Default request template, my chosen fields and create a new request. But when i used to manage my requests, i see all the fields i didn't chose, that i deleted from my template. In other words - on the creating screen i see my manually configured template is OK, on the Edit Screen - me and all my Specialists
Problem Creating new accounts
Hi, I can create only one account, when I try to create a second account I get the following error message: FAILURE :Account with same name or Login URL or support email already exists any help appreciated, Lior
MSP Center Plus DATE Format
Hello, The date format for all date values in SDP-MSP are in European format (DAY-MONTH-YEAR). We need to be able to change the date format to American format (MONTH-DAY-YEAR) for our American customers. They are confused by the European date format (you know how Americans are!) I've been through all of the documentation and settings, but there doesn't seem to be any way to choose the date format. Can someone at AdventNet tell me how to do this? Thanks kindly!
Administrator account has no permissions
AFter we imported AD users and activated windows authentication, I tried logging back in as the local administrator and got the following error "You are not authorized to view this page" I have tried our domain administrator but it only logs in as a requester. This is a new installation, and I don't want to start over. Do we need to turn off windows auth on the back end to get back in as administrator and then set up the proper administrator account? If so how can I do that? Remember I have
Emails disappearing.
All of a sudden our Manage Engine install is not displaying any new emails. I can see from our mail server that it has logged in and retrieved the message. But it is not being displayed or reported in the interface. Any idea what may cause this?
Timezone issues
Hello, I've done as suggested in another topic but the issue still persists. My time zone is portuguese (same as london). Below are the results of both operations. As far as i can tell the time zone is only wrong at the display of tickets creation date as in the reports and at the top right corner the dates show ok. Any ideas on how it can be solved? Bellow is also a screenshot of a ticket just created. Regards, Manuel Sousa C:\ManageEngine\ServiceDeskPlus-MSP\jre\bin>java -jar tzupdater.jar -u -v
Network or Domain Scan
When I try to run a scan to identify assets on our local network or through a vpn, all I'm being returned is unidentified workstations. I have to manually initiate a new scan on the specific IP address to actually pull the PC data. Is there an option that I'm missing or what can I do to facilitate the network or domain scan?
Changing the Site for an IT asset
Hi all, Another Site related issue - I am not able to change the "Site" for an IT Asset (Server). There is no error from the app, nor any obvious error in the logs. Anyone else experienced this? Stu
How do I change a request to a different requester in a different account?
How do I change a request to a different requester in a different account?. Sometimes a request taken by phone and entered into service desk is assigned to an incorrect reqester in a different company. how do I change the requester on a request to another company. thanks.
Can’t Add new Technician due to no available Accounts
I am trying to add a new Technician, however, the Available Accounts list is empty. So, when I try to save it says ‘Please Select an Account’. However, no Accounts are visible to be able to select. I have Account (at top right of screen) set to All Accounts. Technicians association for is set to 'All Sites’ All of our Sites are set to Refer to Default Settings. Perhaps I am trying to setup the system incorrectly. We need to have the following: Technicians and Technician Groups are associated
Display of Company details in a request.
G'day, We have over 400 companies we provide work for. Some of whom we speak with daily and are on contract, while others are ad hoc, and we may not be contacted for months at a time. In addition, 90% of our requests arrive via email. It would be very useful for Technicians to know the following when they look at a request: 1) Whether the Account is under a contract. I would suggest a colour change in the top of the request to highlight it. 2) Who the "Account Manager" for that account is, usually
Business rules not triggering when Edit Request
Hi, I'm configuring business rules for a new implementation of ServiceDesk Plus and have run into a problem with getting business rules to trigger. I have configured the business rule to be triggered on Create & Edit. The Create business rule works fine (rule A). However, the business rule configured for Create & Edit does not seem to work properly (rule B). If I submit a Request, business rule A is applied correctly and assigns the Request to a particular Group. Now when I open that Request using
Prevent Requestor seeing Assigned To
Hi We have a business requirement that the customer that submits a request (as the requestor) should not be able to see the Assigned To Technician. They can see the Group, but not the Technician. Is it possible to not show the Assigned To Technician in the list of columns available in the View list? I understand that it is possible to prevent the Requestor viewing the field when they submit or edit the Request, but they are still able to add the 'Assigned To' column to the View list. An additional
Request Conversations Reply-To/Support E-mail
Is it possible to use a single e-mail address as the reply-to address for requests? i.e. When we reply to a request via SDP-MSP the e-mail message has a reply-to address that is the support e-mail address that is associated with the Account for that request. Trouble is, we then need an alias for each and every account as the support e-mail address must be unique for each account. we have about 200 accounts and climbing so needless to say the aliases become a problem. If we could configure requests
Service Desk Plus interface between MSP and another system.
I need to know how to create a secure interface between the service desk plus MSP and an external system. that information would need to drive in both directions, the MSP receives information from my system and my system of MSP. thanks.
We can not scan the workstations
Hello, We contact with you, because we use Service Desk Plus-MSP version 7.6 and we are making the scanning of workstations on different accounts, but it shows the message us: “Error : No response received from workstation. Probably the workstation might be switched off or does not exist.” We have checked that the error that it shows us, it has been on computer with Windows 7 Professional of 64 bits. We do ping, we have enabled TCP port 7, we configured the ports RPC and the settings DCOM, but
Time Wrong in SDP MSP
Server time is correct, time zone is correct on server and SDP but the time in SDP is 1 hour behind... How can I change this?
Allow user to access
Hi! everybody.. How can I allow user to access an especific module for instance: as administrator obviusly I can access to all one, but as a normally user I'd like to assign to access an specific module in my case (Inventory and Purchase), by default they can access only to (Request, Solutions and my details). Any idea, about it? Please see attach file.. Thanks ST
Notification Rules not sending mail
MSP just doesn't send atomatic e-mails under Notification Rules. Many changes made, but no result. No LOG error generated too. Using build 7604.
restrict rights to modify assets
I'm evaluating ITSM tools to implement ITIL processes. In my company we have 2 teams of IT technicatians - each of them should just manage its own assets - In the SD+ test, Ive not yunderstood if itit possible to restrict the modification of assets information to only one of the 2 groups? I mean all users can see all data, but each team member shall only be able to modify its own assets... thanks m1x
Does not support multi slas for differente customers in MSP - Multi Service Provider???
Hi, my company bought the ServiceDesk Plus enterprise - MSP 7.6 for Managed Service Providers, considering that it could support multi client. however i realise that i can't create/define various slas to various clients. How can it be done? Best Regards. Miguel
ae_scan.vbs Script Problem - Not updating to the server
Hi, I am running SDP MSP 7.6 and have the ae_scan.vbs script setup in GPO to run when any user logs onto the domain. The problem is if the user doesn't have admin rights (the majority of our users and we're not about to give them admin rights) logs on, they recieve a windows script host error saying they do not have the privledges to run the script and need admin priviledges, and for the few users who are admins, when we login, we don't recieve an error but the script is not updating SDP MSP with
Possible Apache and ServiceDesk MSP, same server?
hi, Im evaluating ServiceDEsk Plus MSP, i install in my dedicated server that already has Apache. Actually it works if I put http://www.myaddress.com:8080 I try with with SSL https://www.myaddress.com and dont work, just when i put https://www.myaddress.com:80 Which ways do i have to make it work in one of this address configuraring SDPMSP or Apache? Its possible? https://www.myaddress.com or without SSL with cname modification http://support.myaddress.com Thanks
Getting this error while trying to auto assign users on the asset tab
ServiceDesk MSP 7602 build any ideas?
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