Automatically Creating a Task
Is it possible to create a Task in a ticket after ticket creation? The Task would be for a single customer and would need to be created based on a custom field being filled in with a particular value. Thanks, Brian
IT analytics in 90 seconds: Manage SLAs across several managed accounts
Monitor SLA breaches and ensure better compliance rates across your managed help desk accounts using the SLA Violations report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
Add a link in a field
Hi I am trying to create a url link to another internal website. Is this possible? I tried just copying an address to a field. When I try to click on it I get this error message: about:blank#blocked
[Free e-book] 5 cost-saving opportunities in the IT asset life cycle
Organizations tend to overlook opportunities to control IT costs, particularly when it comes to IT asset management. This e-book outlines five cost-saving opportunities in the IT asset life cycle, from asset procurement to retirement or disposal.
ServiceDesk Plus MSP - version 9.4 - Build - 9427 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9427. Please refer to the Migration path table available here and upgrade to our latest build 9427. Major ZOHO CRM Update is available in this hotfix release. Please make a note of it. SDPMSP-13478: Zoho CRM v1 API end-of-life (EOL) on 31 December 2019 is handled. Note: Existing users must reconfigure all ZohoCRM integration settings after this upgrade. Issues fixed : SDPMSP-13862: Requester tab crashed while creating the Service
Request approve REST API feedback errors
At present, we use the standard version of MSP. Because the approval process of MSP is not free enough, we consider to integrate the approval of MSP into the OA system for processing: that is, after the MSP submits the service request to be approved, we integrate the service request into the OA system, and after the OA system completes the approval, we feedback the approval status to MSP through the REST API. But we have a problem. When we call the approve interface of the REST API, we need to provide
search through tasks
Hi, is it possible to search for keywords through Tasks, whether they are created under Request or Change? If it is not possible, I would request to include that feature in future... Regards, Borut
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
ServiceDesk Plus MSP - version 9.4 - Build - 9426 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9426. Please refer to the Migration path table available here and upgrade to our latest build 9426. We fixed a couple of security-related fixes along with this release. Please make a note of it and upgrade your instance to the latest build. Please do the upgrade only in a test environment first and based on the result please do the upgrade on the Production environment. You can contact our support at sdpmsp@manageengine.com for
Request Trash
How do you access and view the trash contents in MESD Plus - MSP Thanks in advance.
search in account by not only "name" field
Hello forum guys. it is posible to search not only by account name (by description or some custom field) see screen bellow ? SmallBestOriginalRemove
Advanced Analytics - ZOHO Reports TLS update and SDP MSP integration
Dear User(s) Zoho is exterminating TLS versions (v1.0 & 1.1) and support only from TLS 1.2 and due to which the integration between SDP MSP and ZOHO Reports / Advanced Analytics will not work for users whose SDP MSP instance is less than SDP MSP 9418 build. Please upgrade to the latest build to avoid any unnecessary issues. Service Pack available here. Please do the upgrade only in a test environment first and based on the result please do the upgrade on the Production environment. You can contact
Request approve REST API feedback errors
At present, we use the standard version of MSP. Because the approval process of MSP is not free enough, we consider to integrate the approval of MSP into the OA system for processing: that is, after the MSP submits the service request to be approved, we integrate the service request into the OA system, and after the OA system completes the approval, we feedback the approval status to MSP through the REST API. But we have a problem. When we call the approve interface of the REST API, we need to provide
Technician Availability Chart for Service Desk and On-Site Support
In our organization, we work on spreadsheets to track schedules and leaves. The tracker looks like this: We want to reflect this to the Technician Availability Chart but there is no "Time" option only dates. Is there anyone who can guide me where I can configure the Technician availability time on the Chart?
chatbot integration with SDP MSP
Hi. I wonder if someone has some sucess experience integrating an external chatbot (With natural language function) with SDP MSP? We are in the middle of a RFP where the customer asked for a SDP MSP with chatbot suppor and seems that ME is not thinking to add ZIA to SDP MSP in the short term, so we need to find some alternative way to provide this solution. Appreciate
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
SDP MSP + ZohoBooks Integration
Hi, We have successfully integrated ZohoBooks and ServiceDesk MSP. When synxhronizing clients and requesters, ZohoBooks is the source and SDP is the destination. We were able to successfully add a new contact into ZB and saw a new account in SDP appear. However, when we add a new client contact to ZB that matches to an existing SDP MSP account and requester, we get the following error in the logs. com.manageengine.integrations.impl.MSPRequesterDataReceiver]|[INFO]|[8620]: accountname::::;null| com.manageengine.integrations.impl.MSPRequesterDataReceiver]|[WARNING]|[8620]:
SLA violated report that group by month by month
Hi, I want to report from SLA violated request that group by month by month like this: November ------------------------------------------------------- ID | Subject | Technician | ... 11 | Network Problem | John Doe | ... October ------------------------------------------------------- ID | Subject | Technician | ... 12 | Printer Problem | John Doe | ... Build version: 9417 Database: MS SQL
How many times were the query requests assign for technician
H I would like to query the number of times each request for technician transfers See the table below: if possible, Please help me write the report query statement Thanks!
Unable to remove duplicate 'Site' field from Default (or any) template
I am attempting to remove a duplicate 'Site' field from any of my incident templates. Neither 'site' field is giving me the little trash can icon to remove. I understand this is a default field and we do want to have one of these fields. However, because there are duplicates, any time I try to create a new template, it's throwing back an error indicating 'Duplicate fields present in the layout:site'. Any ideas on how to resolve this?
PDQ Inventory integration with SDP Assets and SDP CMDB
Is there a plan for the integration of PDQ Inventory with SDP Assets and CMDB? The current state of the default scanning mode for SDP assets and CMDB is way below the PDQ Inventory.
ServiceDesk Plus MSP - Can assets be moved from one company to another?
The title says it all really. We would like to transfer some assets which have been absorbed from a child company into the parent company but I can see no obvious way of doing it through the GUI. Is that an option or would the asset need to be recreated in the parent company? thanks
ServiceDesk Plus MSP - version 9.4 - Build - 9424 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9424. Please refer the Migration path table available here and upgrade to our latest build 9424. We fixed a couple of security-related fixes along with this release. Please make a note of it and upgrade your instance to the latest build. Please do the upgrade only in a test environment first and based on the result please do the upgrade on the Production environment. You can contact our support at sdpmsp@manageengine.com for any
Query for list contracts with contract ID + Assets linked
Hi, is possible to get a list of contracts, with Contract ID and related assets? Contract ID Contract Name Start Date End Date Status Active Account Asset name SDP MSP version 9408 and Postgres Thanks in advance!
Requests time spent report
If I generate preinstalled time spent reports I see that a request which has more than 1 worklog is duplicated in the report accordingly to worklog quantity. Can someone share Postgres SQL query which generate time spent report where every single request has summarized worklog time? For example we have request with 3 worklogs 1 hour each. I want to see in the report 1 string with request ID, Title and 3 hours spent.
Need 2 Queries previous month response time and current month response time
Need 2 Queries previous month response time and current month response time separated by all groups. Example "All Tickets Previous Month" Group 1 Response time 2hrs Group 2 Response time 1 hr Group 4 response time 12 minutes "All Tickets Current Month" Group 1 Response time 2hrs Group 2 Response time 1 hr Group 4 response time 12 minutes ManagedEngine ServiceDesk Plus 9.3 Standard edition. Thank You
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
Unable to assing email request to any technicians
Hi I'm testing out the software and only last thing that I couldn't work it out is assinging ticket by email. I am unable to assing email ticket to any technicians and also administrator unable to pick up ticket as well. I kept gettin error "failure: assigning group/technician failed" Everything is working well, I can assign if ticket is log via web ( by requestor) or created by admin. Have anyone seen this issue before ? Have I missed anything when setting it up ? Any suggestion would be greatly
Cannot edit new color theme option
We just installed the new update and some of the feedback we got from our staff here is that the blue text in the requests tab would be better if it was black text. I can't find a way to edit this text. When I go into "Admin > General > Theme", I see there looks like there would be an option to change some colors, but the "Custom Color" radio bubble is grayed out and i cannot change the "default color". Also even if i could change the default color settings, i don't see an area to change the text
Automatically change Status into "In Progress" when a technician is assigned to a "open" Incident
Hello, I'm looking for a solution to automatically change the Status of an Incident after a Technician is assigned. I tried "Custom triggers" and "business rules" but I did not find any way to check if the technician field is filled. May it is an other solution but I can find it. Thanks for your help Thomas
Export all Requester data including additional fields
Hello, I have added a number of user additional fields. I’m having trouble writing the query to output the data that is contained in these new fields. It looks like the values come from the PEOPLE table and joined by CIID? The secondary goal is to be able to export all values related a Requester, update in the XLS file and upload. Can you please provide a query that will display all values associated to a requester.
Ticket generated from an email was assigned automatically to a specific site/account.
In our SDP MSP, we have multiple tenants and we are using another platform to forward an email to SDP MSP to create tickets. However, these tickets are being automatically assigned to a specific site/account. Appreciate your help!
SLA's for Service Request
What is a good work around for the SLA difference between Incidents and Service Requests? We built all of our SLA's for incidents around the Priority of the request (which is determined via the prioirty matrix). This is great except for Service Requests as the SLAs there don't give you the option to look at values entered into the request. I thought business rules might work but there is no action to set SLA, Due by date/time or response date/time. Thanks in advance, Tammy
Requester Portal Report
Good day, I would like to pull a report on tickets logged via requester portal and tickets logged via email on Service desk plus. What's the easiest way of running such a report? Thanks T
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog? Thank you.
ServiceDeskPlus MSP - Workflow - Calling Remote API
Hello, We would like to have SDPMSP fire off REST API within the workflow. Is that possible (.i.e.) to coordinate tickets with remote customers ticketing systems. Thanks. John Scarborough
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
service catalog: could not see tech in approver field
Hi I have a service catalog template with approvers as additional field. If I choose in the SITE field any site from the MSP account I can see technician and requester allowed as approvers, but ... when I choose a site from another account I cannot select anymore as approvers, ony 1 vip requester shows. (The technnician are service approvers and have Associate account: all the account and Associate the site: all sites) there is no form rule to hide them. Any idea? Thanks
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for our three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing request resolution times Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: October 17, 2019
Cookie bug removes domain name at login
Hello, I've reported this a few years ago before, but the topic is gone and not resolved. So here is a new one, because the problem still exists. When a requester sends an email to our servicedesk, they receive a notification mail with an URL like http://servicedesk.[ourcompanyname].nl/[nameofcustomer]/WorkOrder.do?woMode=viewWO&woID=[ID], because their account Login URI is http://servicedesk.[ourcompanyname].nl/[nameofcustomer]. If one of our technicians is assigned to that ticket and clicks on
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