Need a report to show me tickets that have been idle for xx days
I would like to know if there is a way to create a report that looks for any tickets that haven't been auctioned for a period of time, say 4 days, and notifys somone. Note that I am specifically NOT referring to the SLA prompts Response, or Resolution. A ticket may well be assigned to a tech, who then sits on his hands and does nothing with it for a few days. I want to know well before the 3 hours SLA clock in the dashboard comes around. Thanks! PS, can someone actually moderate and approve this
Coloring for UNASSIGNED requests
Hello, in MSP 11.1, on Requests screen, there is coloring scheme button for requests depending on request status. It helps for quick differentiation of closed, opened, solved,..etc request statuses. However, I would like to achieve that UNASSIGNED requests
Billing Block Hours (prepaid)
Folks, Is any ability to associate a PrePaid Service Plan with a Bill Rule? I would like the PrePaid Service Plan to only include one type of ticket. Is that possible? thanks
Editing a script
Greetings colleagues. Help me figure out the script / * set days and hours from the current date * / / * Date Field * / var fieldName = 'DUEBYDATE'; / * you can choose the value 0 to 27 days * / var nextDay = 2; / * you can choose the value 0 to 23 hours
SDP MSP - Android Cannot connect to server when on mobile data
Hi, We have setup the server on a machine in the office. We used port 8084 as to avoid conflicts with other services running from the same server. Using our mobile devices we are able to use the app without issue when pointing the devices to the public
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technicians can NOT see their own requests
Hi friends when a technician submits a request for another group, he/she can't see that request anymore. While the requester should be able to view his / her request even if it is assigned to another technician in another group please provide a solution
ServiceDesk Plus API v3 - Service Request
Hello, I've been looking for a solution going forward to a way to automate reporting using the API V3 solution within ServiceDesk Plus. My site is using this on premises, and I've got access to the API tools, and an API Key, but I am having difficulties
ServiceDeskPlus-MSP Upgrade path from 10500 to 10516
Hi Which are the correct jumps to go from 10500 to 10516? (linux, bundled postgres)? Thanks
Sort Picklists in System Fields like Status, Category, and Subcategory
Hi, I know ManageEngine has recently allowed sorting of picklists in custom fields. However certain key system fields are still force sorted in alphabetical order - which causes problems for me, especially on Status where we want to have workflow set
The feature to manage Assets is included into the Mobile app for the MSP On premise version?
I saw the feature available in the non MSP version.
ServiceDesk Plus MSP - version 10.5 - Build - 10519 Released
Dear User(s) Greetings for the day. We released ServiceDesk Plus MSP - version 10.5 - Build - 10519. Please refer to the Migration path table available here and upgrade to our latest build 10519. Update : HTTP/2-based Apple Push Notification service (APNs)
Contract Billing Issue
I have a contract billing configure with an allowance of 60 hour. It configure with the option "Deduct only Operational Hours from allowance", it mean I only want to deduct the hour of service given from 8am to 6pm (this is configure well in MSP Operational
Unexpected behavior when filtering Archived requests on Account
What we want to do: Filter archived requests on <Account name>. Expected behavior: List all archived requests with <Account name>. Actual behavior: List all archived requests that has a requester where the requester is in account with <Account name> Result:
Update on ManageEngine ServiceDesk Plus MSP - Hotfix releases
Dear User(s) Greetings for the day. Hope all are safe during the pandemic situation. During the last couple of quarters, we focussed on a lot of framework updates and we are tightening our Security layer further. We have released series of hotfix releases
Prepaid Billing
Folks, I have two questions with prepaid billing. 1) Can we exceed a particular type of requests from the prepaid amount? e.g. all service requests? 2) Can we exceed non-operational hours from the prepaid amount? Many thanks!
Change request from service category to another
Hi, Is there any customization or script to change request from one Service category to other without migrating every additional field? I need to rebuild our Service Catalog by changing some request from service category and I have too many service category
Building a cost-effective, functional network management strategy [Webinar for MSPs]
Without the right visibility into core devices such as servers and routers, delivering effective services and IT support can become a complex task for managed service provider (MSP) admins. In addition to that, strict compliance to client service-level
SDP MSP 9405 change Account, Site and Requester via REST API
Hello. I'm trying to change the account, site and requester of a request by using the REST API in SDP MSP 9405. This is the JSON data I send: '{ "operation": { "details": { "level": "Einfach", "priority": "Niedrig", "Abrechenbar": "Nein", "category": "Allgemein", "site": "Intern", "account": "our Company name including a & symbol", "requester": "Dummy User company name" } } }' FYI "Abrechenbar" is a custom field. If I leave site, account and requester out the API call is working successful, so the
Query for HDD Capacity with Workstation name
we are looking for help with the PostgreSQL codes that can pull up following reports. WS name, Drive name, Drive type (local disks only), File System, Capacity GB, Free Space MB, where . Please find below report type. Sr.No Manchine name HDD Total Capacity
Resolved within 24 hours report
Hello, I have been trying to search for a report that shows this: Created: last year Account XYZ Group: ABC Request typ: Incident Resolved within 24h from the request created ( NOT Time Elapsed ) Sound simple, just find the right search words. Your
Actual Time Spent Reports
Hi, Hope you are doing well. How can I get the excel version of the report of the mentioned data?
Issue with free license renewal process
Hello I want to extend my free SDP MSP license for another year , unfortunately automatic license generator is not working for me - renew form is giving me a message "Error occurred please contact application owner." I have contacted ManageEngine support,
trial testing servicedesk msp - missed call notification/ticket
i've setup a telephony integration, but when a call comes in, if i hangup before answer, the is no record of that
Power Bİ
Hi, İs getting report with Power Bİ possible according no service common fields? For example, if "Report name" field are used only "Bİ" service kategory. Can we get report according "Report name" by using Power BI?
"E-mail İd(s) To Notify" field
Hi, İ configured this field. however, no mail was sent to the specified email address. How can I fix this issue?
Notification to an Account Manager
Can the system send notification to account manager when request is created or closed?
Add request from service catalog with mobile app - MSP
Hi, My client user want to add service catalog request with MSP mobile app, but they can't. 1- What should they do? 2- Do you have any solution? 3- Can they use SDP mobile app instead of MSP mobile app? MSP v10.5.13 DB: MS SQL Thanks for helping
ServiceDesk Plus MSP (API task filter)
Hello, Is there a way to get a list of opened task assigned to a particular person using API? I have tryed by get a list of all tasks from ServiceDesk. import requests url = "https://server.com:port/api/v3/tasks" headers = {"technician_key":"D3200000-0000-0000-0000-6F49F7AC0A9E" }
Automated close request
Hi, I have such a question. I have selected "Close Request after 3 days" from the "Request Closing Rules" section. Is it mean the 3 working days specified in the "Operational Hours" section or the calendar day? It is important for me to have 3 working
send e-mail
Hello, is it possible to send an e-mail to customer when a field change in request form. For example Level field is changed level 1 to level 2 . Regards, Ertan
Query Report on Contract Billing
Good morning, We are in the live implementation of an Manage Engine Service Desk Plus ITSM solution. We attempt to purchase 25 agent licenses + the service catalogue module by the end of this month. A big challenge at the moment, is the fact that the
Routing Ticket Based on User Location and/or Category
I would like to Route ticket submitted in the portal based on user location and issue category. Below is my situation. 2 Locations Chicago Denver 5 Tech 2 Techs are in the Chicago Location 3 Techs are in the Denver Location Users
How may Requester to cancel own request in MSP Mobile App?
Hi, I am facing a challenge now, how is it possible for a requester to cancel own request in MSP Mobile App? Currently only Requester is able to reply to request. I would be appreciate, if you could offer me a solution as soon as possible. Sincerely,
JobExecutionFailure: jobId:
We get the following error occasionally. Can you point me in the right location where I might find more detail? Thanks We are on 10.5 build 10511 JobExecutionFailure: jobId:1123807; ErrorMessage: java.util.concurrent.ExecutionException: java.lang.NullPointerException;
Internal operation failure : AUTO_CLOSE.
Hello, We are getting the following error over and over. From what I can tell this comes from Helpdesk - Request Closing Rules - Automated Close after 3 days.. How do I find what mandatory fields are "missing" and how do I determine what request
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Configuring Site Setting in Seperate Configs For Technician ,Support Group, Business Rule And SLA
Hi Friends.... When You will Release an Option to Configure Site Setting In Seperate Ways in MSP?!!! I want to Select "Refer to Default Setting" For Technician ,Support Group, Business Rule AND Select "Cusom Setting" For SLA! BUT I cant!! Please heck
Pull client contract / SLA information during ticket creation
How to pull client information , like contract detail or Subscribed SLA information during ticket creation ? 1) Sometime client contract have expired, but the client might still call for support. So how to pull this information during ticket creation
Change request status error
Hello, I'm facing with a problem. When i intend to change request status, this error occurs: "Account Site Validation Error" in my network, there are three Sites, but It is first time that i see this error. I would be appreciated, if you could offer me
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