E-mail commad to asign request to account
Hi, we need to asign a request to account, taking account name from e-mail subjet, is it possible? Thanks.
Upgrade without database backup
Hi, How can we bypass the backup requirement during an upgrade to 10500? We have an external database and backup system and I don't want to have to wait hours for the inbuilt backup to run during downtime. Previously this was a simple change to the startup batch file, but that don't appear to work any more; https://pitstop.manageengine.com/portal/community/topic/update-without-running-a-backup thanks
SQL SD + MSP query report - Average response time per account grouped by priority
Olá, Preciso gerar um relatório como o que encontrei abaixo na comunidade, mas preciso agrupá-lo por prioridade. Alguém pode me ajudar? SELECT ad.ORG_NAME "Account",wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",wo.TITLE "Subject",ti.FIRST_NAME "Technician",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.respondedTIME) "responded Time",TO_CHAR(((wo.TIMESPENTONREQ)/1000 || ' second')::interval, 'HH24:MI:SS') "Time Spent OH", TO_CHAR((((wo.respondedtime)-(wo.createdtime))/1000 || '
UpdateManager.sh update_conf.xml missing
I am working on a fresh install of SDP MSP, the installer is version 9.0 so I have been running the updates to get to 10.5. After installing 9.4 build 9427 I am unable to update to version 10. [root@b1-sdp-01 bin]# ./UpdateManagernew.sh -c File not found exception java.io.FileNotFoundException: /opt/ManageEngine/ServiceDeskPlus-MSP/server/default/conf/update_conf.xml (No such file or directory) Exception while getting General Properties java.lang.NullPointerException at com.adventnet.tools.update.installer.UpdateManager.initLog(UpdateManager.java:2113)
Unused Incident - Additional Fields or what Templates are they being used in
Is there a way of seeing what "Incident - Additional Fields" are not being used in any Incident template? Or is there a way to see what templates a particular "Incident - Additional Field" is being used in? For instance, we are trying to clean up some of our Fields to get under the maximum your software allows of 90, as well as try to find fields that could be removed safely and know what templates it is affecting. Such as if the field "Call Back Number" is removed, will it only affect one template
Certain column not appeared on report
I've set an additional fields for incident template which type is CheckBox. However when I would like to generate report specifically based on the additional filed i've just created (not appear in Advanced Filtering), it is not there. The option is not available. Other additional field are available but not the CheckBox type. Is there any way for me to generate report specifically based on the additional field type CheckBox? Verison: 10.5 Build 10501 DB: postgres
Custom SLA
Hi we have a customer who has an SLA in their contract for incidents. The SLA is for a Proposed SLA. I can easily add a new choice to the Status field called Proposed SLA. Is there any way to create an SLA that I can report on based on this value in the Status field. I know many other Service Management products allow for custom SLA beyond the two included in MSP (Response and Resolution). Thanks
One MSP Approver for all accounts
We would like to set up one MSP approver, who is an technician of MSP, for some special categories service request of all accounts. Flow: Requester 1 (Account A) -> Center Manager of Account A -> A technician (Service Owner of the category) Currently, we can not setup a technician in any organization roles because he/she isn't belonged to that accounts and must setup specific his/her name to approval flow. I got the issues when the technician would leave his/her position, I manually change approval
Automated asset register (MAC address port location tracking?)
Hi Everyone, I have set myself a side project for this year, which is to create an automated asset register. Basically I want to know the physical locations of all my client devices, in a completely automated way. My thinking is something along the lines of this: (I already know every outlet in each office and where it cables back to, and in which switch port) 1. Use Solarwinds to interegate the switches to see which MAC address is connected to which switch port 2. Write the above into an SQL database
Reports on closed / resolved requests
Hello, We are facing issue where technicians solve easy tickets. It's good in a way but it skews the statistic. They are closing more then others. I guess I'm not alone with this problem, my idea was to create a report showing the max/min age of closed tickets closed per technicians. There are maybe some other good solution that I haven't thought of.
How to get the notes query.
Hello and sorry in advance i'm a very very new user and without much knowledge about servicedesk or the query system. (I'm from spain so english is not my first language) I have this actual query, but it's missing the notes from the tickets: I need to get all the notes that contain the word ("reclam"), is there any way to do this? right now it gets everything that has the word reclam in it, that is description, category (everything) "as you can see in the .png file" SELECT WOH.WORKORDERID ,WOHD.HISTORYID
[Free e-book] Resolve your help desk's biggest challenges with analytics
Help desks are constantly firefighting with little or no time to look into their own problems such as staffing or technician skill. This e-book outlines a few key help desk challenges and offers actionable solutions to tackle them.
how to set status while ticket rejected?
I add a new status "close rejectect" and still have normal close. I want to set this new status automatically when the approval is rejected. Under closing rules you can set to close automatically if approval in denied, but dont let you choose the estatus (only the status of task) How to achieve it??? Could it be a custom triggers? executed while request is rejected any time, the execute a class..... ? which one to change the status to "close rejected"?? any other solution? field and form rules are
Average repports
Hello, I want to get the average time for each status of my cases per account/group. I like to get average first response time for each account. Please point me in the general direction. I'm new at creating SQL Querys.
Average response time - by date range
Hello, I'm trying to run a query to return the average response time of all tickets by technician for a sate range, in my case i need the last two years but will need to adjust this later on. I found this query below that returns the correct information for last month but I'm having trouble converting this to return data for a specific date range i.e. 2014-05-01 to 2016-05-01 We are using ServiceDesk Plus - MSP version 8.3 Build 8311 with MSSQL back end. Hoping someone can assist. select aau.first_name
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IT analytics in 90 seconds: Boost your MSP's revenue using customer effective rates
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IT analytics in 90 seconds: Track down stale tickets to ensure customer satisfaction
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How to change the account of an asset?
I just need to change the actual account of an asset to another. Is it possible? I mean, from the beggining the asset is created associated to an existing account. The issue is if I want to move the same asset to another account. Thanks!!!
service desk plus api v3 all open ticket
please how are a correct filter for have a list of all open request on api v3? thanks
[Free webinar] The secret to delivering exceptional customer service
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ServiceDesk Plus MSP - version 10.5 - Build - 10501 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10501. Please refer to the Migration path table available here and upgrade to our latest build 10501. Enhancements SDPMSP-14235 : Option to set Group and technician in templates, even if multiple accounts are selected SDPMSP-14279 : Feature to add Additional fields to Dollar variables in Webhooks under Custom triggers. Support for below fields are available now : Incident and Service Catalog additional fields Requester Detail
Custom Tab on Request
It is great that we can put Incident Custom Fields on, but it would be more useful, if we could add 1 or 2 custom tabs which can be renamed..... Details, Resolution, Tasks, Work Logs, Time Analysis, History, CUSTOM TAB 1, CUSTOM TAB 2 and then have the ability to place custom fields onto these tabs.
How can I get user IP
Hi. I would like to have an aditional field in requests with IP of the user, that created a request. This field must filled automatically. Any ideas how to achieve this? Thanks.
IT analytics in 90 seconds: Identify backlogs across customer accounts
Spot backlogs and work toward better resolution times across your managed help desk accounts using the Backlog Analysis by Customer report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Introducing ServiceDesk Plus MSP version 10.5: Time Sheet, Google Maps, Zoho Maps integration, and more
ServiceDesk Plus MSP 10.5 brings you some brand new features such as Time Sheet, field service management with Google and Zoho Maps integration, and the MSP Business Dashboard. Upgrade to the latest version of ServiceDesk Plus MSP now! Here are some highlights you can expect to see in the latest version of ServiceDesk Plus MSP: MSP Business Dashboard: Gain insights with a quick snapshot of key business and service desk metrics such as profits, billable and non-billable hours, top ten technicians,
Creating tasks from Templates
We have a need to create on-boarding, termination and job transfer templates. Based on the employee role chosen by the requester, a variety of tasks for different departments will get created. The tasks should have their own dependency flow. How do I do this wihtout having to create an individual template for each employee role? I would like to have one template each for on-boarding, termination and job transfer and have the logic for tasks be based on the employee role chosen on the template.
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
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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
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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
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