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
[Free E-book] 6 help desk hacks to reduce your ticket volume
An ever-increasing pile of IT tickets can be intimidating for any service desk. Regardless of whether these tickets were created over time or were the result of a massive outage, our list of curated hacks can help you reduce your ticket volume.
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
ServiceDesk Plus MSP
When adding technician in MSP, unable to associate the technician to all created Accounts- only built in 2 accounts (sample, org) are appearing. Actually we need to assign technician dedicated to specific accounts so he could resolve the tickets for that
Configuration of mixed workflow request templates
Hi, everyone. I would like to know, what is the useable configuration method of mixed workflow request templates? In other words, how can I configure service request if there are more support groups than one ?
Moving of field
Hi everyone, How can I move "Bağlıdır" field from here?
Group notifications in Problems Module
Hello, is there a way after I create a Problem, to send notifications of this problem to several recipients? like creating a notification group for an specific account and select it when notifying a problem? Thank you
Helpcard visibility for technicians
Hi, everyone. How can I make helpcard visiable by tecnician ?
Using of Approval status
Hi, everyone. İ would like to know, how can I create business rules according approval status. For example, İf approval status is "reject", make request status as "İmtina olundu" and send close/re-open mail to requester.
Reports
Hi, How do I run a report that shows me how long my team spent working on each ticket? Also are there a centralized place were I can locate training on how to navigate the system? Thank you -Keila
First day of week
Hello, How can I change the first day of week?. When I select "Last Week" in report it take from Sunday to Saturday, I wand to change this from Monday to Sunday. Thanks,
Custom Trigger to fire on status change
Hi, I want a custom trigger to fire when a request status changes to either In Progress or to Onhold Please point me in the right direction Thanks
Support Group Question
Hi I need to setup the following and am not sure how to do this: 1) Create a new account (call in New Account) and have all support groups have access to their tickets. 2) Create a new support group that only has access to the new account in 1 above.
Project worklogs aren't billed (no Total Cost)
hi! I mentioned that there is no Total Cost in Project Worklogs. Is there any way to enable it as for Request Worklogs?
Asterisk support
Hi! In SDP MSP roadmap I see a plan for "Asterisk Latest version support." Is there ane news about this feature implementation?
SDP to SDP MSP
Goal: I am using ServiceDesk Plus Free. I want to use ServiceDesk Plus MSP Free. Question: Can I backup SDP Free, uninstall it on the server, installed SDP MSP Free on the same server, then restore the ServiceDesk Plus Free backup in ServiceDesk Plus
Error when requester wants to close request by closing link in email
Hi Friends. When request status is "Resolved, waiting for test by Requester" an email will be sent to requester that contains Request closing link. BUT when requester wants to close the request by that link ,this Error message will be shown: Close Operation
Can't GET "View all requests" on POSTMAN
I'm struggling to obtain the View All Requests on the API Doc through POSTMAN, however, it works fine on the document itself when I test it. https://support.altiatech.com/SetUpWizard.do?forwardTo=apidoc As you can see here, this syntax works fine, and
Enable Two-Factor Authentication?
We currently utilize SD+ MSP, but we are wanting to lock logging in down further with Two-Factor Authentication. Is this possible?
Relation Account and Product
Hi i have a question when i try to create new request. First, i have created Account A, Product PA1, PA2 (for implement account A), PB1, PB2 (for implement another account). With Account A i have create sale product PA1 and PA2 (on screen Accounts)
ServiceDesk Plus API task update
Hello, I'm trying to update a task from request though the browser page. It works fine from my python script, but i would like to ue a direct url in my project. Is there a way to convert put request to url ? Py code: import requests url = "https://web.site.com:1234/api/v3/tasks/36311"
How to setup "Update request status when a new reply is received."
Hello, I'm trying to implement this script on our server https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-when-a-new-reply-is-received Looking at the config file don't understand why do I need to configure my mail server? Could someone please explain why ? KR Daniel
Python add request to servicedesk plus
Hello, Can you help me, please. I'm trying to add request to servicedesk plus using python. Here is my code : import requests url = "https://web_url:port_number/api/v3/requests" headers = {"technician_key":"29CFC222-0000-4628-0000-04CAA5123456"} input_data = '''{ "operation": { "details": { "requester": "John Grey", "subject": "First request", "description": "Test request number 1", "requesttemplate": "Default Request", "priority":
How to host ManageEngine in IIS, which file or folder to target ?
Hi All I installed ManageEngine ServiceDesk Plus MSP 64 on my server. Now I need it to be host on IIS so I can let my user access it via web browser or web portal. I have no idea how this should configure. Appreciate can you share me the steps and which folder or files I should target and configure it in IIS Thank you
Associate Contract changes Time Taken to Resolve
Associating to a different contract changes time taken to resolve. How can this be stopped ?
Technician Report Needed
Hi I need a simple report that lists all Technicians and the Groups they belong to.
Opening a ticket on Behalf of another user by Email
Please advise if there is a way to open a ticket on behalf of another user by email. for example ZOHO desk uses #original_sender(Emailaddress) on the top body of an email to open a tick on behalf of this email.
Reply from Technician Reply
Hi, When Technician reply to requester so the only forward tab is available. Why reply tab is missing. I want to reply including my previous reply. Please review the attached image. Thanks Shoaib Nawaz
Global Billing Rules
Hello! In my adventures with ServiceDesk MSP we've had configured many billing rules for specific Contracts. I'd like to know if there is a possibility to create a global billing rules which will be executed regardless of contract? The Idea poped in my
Postgre Query to get Account manager for account
Hi! Can you help us? We're want to get, with Postgres query or with API query, an Account manager for provided Account.
ServiceDesk Plus MSP - version 10.5 - Build - 10512 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10512. Please refer to the Migration path table available here and upgrade to our latest build 10512. Issues fixed SDPMSP-14881: Under requester login, selecting OnBehalfOf user is not possible. SDPMSP-15332: Site is not set if the technician sends an email not configured as an account support address and also in the incoming mail list. SDPMSP-15346: When the template category is modified, templates cannot be reordered. SDPMSP-15359:
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