Cross Domain Email
My main and largest client has 3 IT Techs in house. They want the ticket replies for their users to come from their corporate email addresses (Or at least appear to), but still have the system track all threads between technician and end user until resolution. Is there a way to accomplish this without creating a Federation between our corporate O365 Tenant and the Client's? I have been at infrastructure and application role outs for 21 years (Specializing in Citrix, you get pretty strong at rolling
ServiceDesk Plus MSP - version 10.5 - Build - 10511 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10511. Please refer to the Migration path table available here and upgrade to our latest build 10511. Enhancements : SDPMSP-15210: You can now restrict Account Managers and Point Of Contacts from creating public reports. SDPMSP-15269: SDAmins can now access restricted APIs on read-only mode. SDPMSP-15286: You can now configure the mail server with Modern Authentication (OAuth 2.0) for secure and delegated access. Refer
SDM fetch AD user photo
hello is it possible to configure SDM to show user profile photo from their AD attribute ( AD photo schema) ? thanks soheil
Where can I find documentation on the CMDB API
Hi everyone! I'm looking for API documentation for the MSP version. Does anyone have the link?
Can the completion of a task trigger a change to the technician on a ticket?
Hi, So I've come across a unique situation where I have a request and it technically needs to have two technicians assigned to it, but I can only choose one. I don't want to change the group for multiple reasons. What I decided to do to try and work around that is to assign the technician to whomever will complete the first task and create multiple tasks with the appropriate technician for each. Then, once that task is complete, go back and change the requests technician to whoever owns the next
Remove the new Request Left Panel for everybody
Hello, I would like to know how to remove the left request list for everybody when opening a request/incident. This is really annoying and it appeared after the new update.
Assign a User by Category and Round Robin by least amount of open tickets
I am making a field based on a capability matrix. Based on the vaule of the filed, i want the ticket to assign to one of two technician based on who has the least amount of open tickets. Looking for recommendation that are best to accomplish this task. Here is an example A service desk issue. The category would be Service desk, the techinian is Sheila Newman or Joyce Neider. Joyce has the least amount of open tickets, so the ticket is assigned to her. Can I do this?
Asset scan to pick up vCenter tags or attributes?
Is there any way to scan an virtual machine in vCenter as an asset and bring in its tags?
Approval based on Field Selection
Hi, We have a Access request (service request) form for ERP application, we would like to route the approval based on the Module selected in a pick list (additional field) eg. Module = Finance : 1st Approval = CFO The other approvals will be fixed and predefined with name. These approvals do not have to be on roles, we can define user names as well. Possible? Please assist
Business rule : When a Request is created AND edited
Dear ME SDP team, it is incorrect phrase "When a Request is created AND edited" because logically isn't possile to handle an event when a request is created and is edited at the same time In contrast, another event to handle approval events is described correctly via OR
Change the ticket ID
Hello to All. I have an Service Desk MSP installation. I am trying to change the ticket ID through queries. I am using MS SQLexpress. From what i searched everything led me to this link but its no longer valid. http://kbase.servicedeskplusmsp.com/faq/requests/reset-the-ids-of-request-problem-and-change.html Does anyone has the queries involved? Thank you.
How to make a technician inactive?
Hello I am preparing a report (non SQL but regular) in order to see what active technicians I have. And I have a desired report with a collumn active where all my technicians are active. So I wonder how to make sometechnician inactive if they are out of active support? I cannot see any option when editing a technician to mark them inactive
MDaemon SMTP sending notification failed
Hi, We have MDaemon mail server in our organization and use SDP MSP v10.5.09, but get error "sending notification failed" while send mail. [11:46:26:102]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: QUIT| [11:46:26:118]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: 221 2.0.0 See ya in cyberspace| [11:46:26:118]|[08-06-2020]|[SYSERR]|[INFO]|[46]: com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.0 Authentication required I attached serverout.txt log to see my problem. What should I do? Do you have any best practice for
Automatically remove entries in the CC field from a request
Hi, We would like to see a feature for automatically removing entries in the CC field from a specific requester. Explanation: We have a customer that sends request to us, and also in every request CC's a lot of people and distribution groups that also needs to know about the ticket created. When we communicate with the customer, it's easy to forget to manually remove all the CC's, so it gets sent out to many people and groups who don't need to see the conversation. Also, if we set the ticket to "Resolved",
WorkOrder_Fields field created, not shown on list, but synched in analytics
Hello This is a problem sometimes happen in our MSP 9408 build When creating a WorkOrder additional field, SDP says it's ok, but then it isn't shown on the list. Surprisingly, later is imported on Analytics Plus, so, somehow, it exists... Let's say we create a WorkOrder field named "Linea", as a PickList text if I query all the files in "columnaliases", it isn't shown In the results, the last one columname in table WorkOrder_Fields is UDF_CHAR40, so I "Linea" to be UDF_CHAR41, but it doesn't exist
SQL query to surveys
Hello I would like to know if I can query de surveys schema and which tables and columns I have to use to get the records. thanks for your help.
ServiceDesk Plus MSP - version 10.5 - Build - 10500 Released
Dear User(s) Greetings of the day. We are glad to announce the availability of SDP MSP Major release - 10.5 (Build - 10500). We thank all users and partners who provided your valuable feedback and continuous support in all aspects. Please read the below points carefully before upgrading the SDP MSP installation. We highly recommend you to do the upgrade in a test environment first. After a successful upgrade, you can just restore the upgraded database into a new installation and make it as a Production
Asset Management Software/Software Licenses
My company is starting to use the Asset Management module now. I was wondering if anyone one here uses this and how the Software Licensing is working
After 10.5 Build 10509 : [com.adventnet.iam.security.IAMSecurityException] ... IAMSecurityException ErrorCode: BROWSER_COOKIES_DISABLED, RequestURI: "/api/v3/requests/3491/share"
I guess it is a bug of your security framework since upgrading to 10.5 Build 10509. The same python script of request sharing stopped accidentally working since upgrading. I had to discover on my own for possible evidences and found out in /opt/ServiceDeskPlus-MSP/logs the following (in serverout0.txt) [13:48:55:471]|[07-26-2020]|[com.manageengine.servicedesk.v3api.utils.SDPAPIUtil]|[SEVERE]|[64]: BROWSER_COOKIES_DISABLED| com.adventnet.iam.security.IAMSecurityException: BROWSER_COOKIES_DISABLED
Email server connection failure
Hi I have a problem with my email server. when i send an email "Sending Notification Failed" message will appear. Also i have Received This Error in Email server Log: "ssl negotiation failed error code 0x80090327" I have a wildcard SSL Certificate from Certum CA .Exported from Email Server and already Imported into Sevicedesk. im Using Servicedesk MSP 10509 database is mssql server here is some Screenshots in attachments
APIv3 stopped work properly.
Hi, We've just updated our system from 10500 up to 10509. And now our scripts for realtime reporting doesn't work: 1) prior to version 10500 I've used the following script to get data 2) Once we've upgraded to 10500 I've found that your parser is now broken and can accept only encoded data 3) Now once we've upgraded to 10509 - It also doesn't work. HTTP/400 error with the following body: {"response_status":{"status_code":4000,"messages":[{"status_code":401,"type":"failed","message":"V3API restricted
[Incident] The ability of master ticket / parent ticket to close all child tickets
Hi there, I found out that neither Link Request or Dependency still doesn't have the ability to close all child tickets under the master/parent ticket. May I know if this is already under the roadmap or haven't yet? This is kind of crucial to Incident Management team to not having this feature. TQ.
Where are Problem and Change Management Modules in 10509?
Just upgraded to 10509 and to my shock both Problem and Change Management Modules are missing?? Is there anything else missing?
PGSQL change default password safely
We all know that the sdpadmin user of pgsql database has the default password sdp@123 and this isn't good if this databese is supposed to be accessible outside of the server, not only localy It could be necessary in case of building some reporting using external BI tools. Or in case of external scripting So I wonder what is a safe way to change this password safely and allow SDP operating as usualy keeping the external SQL access open?
[Free e-book] Guide to data democratization
Hello folks, We're delighted to bring you our latest e-book, Guide to data democratization. In this e-book, we discuss the challenges faced by enterprises in handling the deluge of data coming in, and suggest several helpful frameworks for democratizing data to facilitate data-driven decision-making.
Are VIP requesters visible in requesters view listings?
Hello, Is the VIP mark visible as a Requester in the requesters view, like in the Technicians view? Technician:
Prevent Task from Auto Assigning
Hi I have a request form that has about 50 tasks associated with it. The tasks are assigned to Groups or Individuals as soon as the request is created. How can I prevent this from happening? I believe the tasks need to be set to Marked instead of Assigned? If so how do I change them? I do not see this as an option.
Report for Requests Open longer than 7 days
Hi I am trying to get a report that can be scheduled that will show all open requests that are still open and were created over 7 days a go. Can anyone help with this query: SELECT ti.FIRST_NAME AS "Technician", ti.FIRST_NAME AS "Technician", wo.WORKORDERID AS "Request ID", sdo.NAME AS "Site", aau.FIRST_NAME AS "Requester", longtodate(wo.CREATEDTIME) AS "Created Time", longtodate(wos.LAST_TECH_UPDATE) AS "Last Update Time", std.STATUSNAME AS "Request Status", wo.TITLE AS "Subject" FROM WorkOrder
Trigger the approval request window when Add request
Hello, I want to know if you can help me to find a way to when I press the Add request button (to create a new service request) this trigger the Approval request window and force the requester to select at least one approver in order to create the new request. This to avoid that the requester have to manually select the Approval request button when have created the request. I don't know if this could be executed with a script. Thanks
Limit Account Managers for Reports
hi! Is it possible to limit an ability of account managers to create reports and report folders? For now any requester with rights to access reports can create huge ammount of trash reports and folders.
Redirect http to https
Hi, I found several info for ServiceDesk Plus but none for ServiceDesk Plus MSP. And seems that the same notes/config don't apply. I have HTTPS working fine. If I add the Connector for port 80 with the redirect to port 443, I get Tomcat working on HTTP. Any suggestion ? Best regards, Simone P.S.> Running 8.3 build 8308 on MSSQL.
List all assets in Requests
I have a report which lists all open requests with assets linked to the request. But if there are more than 1 assets the report still list only one assets (alphabetical). How can I make a report which shows all linked assets? Do you have a query for that? Here is the screenshot: https://drive.google.com/file/d/1JnLMxiwozOR-udt4cXoBzb3FqI_tqMln/view?usp=drivesdk
Disable [Send] button for a few second after clicking on it to avoid duplication
Hello We are on SDP MSP and sometimes it happens when a technician presses [Send] in Reply form and having no visible feedback presses it again and again, meanwhile the system sends notifications each time Would it be possible to fix (prevent) such situation by using a popular approach to disable the button temporary for a few seconds to force a user to be more patient and wait for a feedback? Even this PITSTOP support site uses such the trick and here when you push [POST] then this button is grayed
Automatic reminder email
Good afternoon, tell me please can I configure the SD settings, send daily reminders to the Requester if the request is in the "pending response" status, i want that an automatic reminder email is sent to the Requester every day if he is not answered.
Flag system confirmation mail as a first response
Hi, When the system sends a confirmation mail, would it be possible to flag this as a first response and not wait until a technician sends a reply? Thanks in advance. Kerim
How to import\export all assets using CSV?
We have more than 20 CI Types which are managed as assets and we put all of them to the XLS file. Now we want to import all of them at once. How can we do that? Also it would be great if we can export all the Assets to be able to correct mistakes and import back corrected file. It is a pain to edit every single asset/product using SDP MSP. Excel does it much better.
ServiceDesk Plus MSP - version 10.5 - Build - 10509 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10509. Please refer to the Migration path table available here and upgrade to our latest build 10509. Enhancements SDPMSP-8842/9435/14422: Configure and enforce a password policy for all users to ensure better security of the user data. SDPMSP-15123: Ability to set a Flexible expiry period in password settings This feature is present under Admin -> General settings -> Security Settings -> Password Policy Please do the upgrade
REST API V3 add Resolutions
Hello, we are trying to add a Resolution via REST API and we are having error: "Input Json Data not found for entity." according to documentation that's the way to add new resolutions: Could you advice us about this problem?
Task Report
Hi I have Service Desk Plus - MSP v 8.2 with PS-SQL data base.. I would like to make Task report which show all tasks (not only tasks related to requests) with the following details: task ID Task owner task description task status task % of completion task created date task created by
Project tasks list problem
Please, watch the video: https://drive.google.com/file/d/1sYrozF9ehpCNFVU4ZbuCL_WTIdW8Wwc1/view?usp=drivesdk As you can see, the table columns change their widths and it is really annoying.
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