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
Chat feature not working - running from cloud
Hi, We installed Servicedesk plus MSP on our cloud server. When we tested the chat feature, technician are not able to get any chat notification from requester. Our aim is to set up external requester and get them to use live chat feature via our cloud server. Can this be done ?
Business Rule - Notify on new Requester creation
Hi there, We import our business users via AD sync. When we use the option: Process emails received from new email addresses? YES This is so external parties and suppliers etc are able to raise tickets. Is there any way to get a notification? I would like to review any tickets and requesters that are created outside of our core AD users. Thanks in advance, Dave
A couple of questions on the product
Greetings to all forum users. There are a couple of questions about the product. 1) How to create a custom report. A report should show for each group of specialists, for each technical specialist, a calendar of absences (leave) with types of absences and their number, per calendar year (MSSQL DB) 2) How to create a group of specialists that would apply to all clients (Accounts) &Sites with default settings. In the current situation, it requires choosing a client and the list of clients(accounts)&Sites
Requestors and account assignment
Hi When customers email into the product that have not been pre-configured as requestors they are not in the correct accounts. How (ideally based on email domain) can this be configured? Thanks
"Error when processing request" after import account from csv
Hi Team, Now I use SDP MSP. In Incident template, i have one called "New Incident". This template worked correct. This morning, I imported 100 accounts from csv with no error. And then, i go to Incident Template > click on "New Incident", the error notified as screenshot. Please help me to fix this issue.
Service Catalog - Requested Item Bundles
Is there a plan to add bundling of request items in the Service Catalog request item? When we deliver services and equipment as ICT, we want to deliver services or request items in bundles. Is there a plan to add Request Items and item + service bundling as a feature of the Service Catalog in the next builds? Currently, the following service providers do offer bundling of requested items: Service-Now https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/build/service-portal/concept/save-bundles-widget.html
Prevent Assignment to Techs on Leave
Is there a way to prevent a tech from being assigned a ticket when they are unavailable or to pop up a warning of some sort? We manually assign tickets (no auto assign).
Is it possible to change *BOTH* client and requester?
For a simple example, suppose you have two users, John A Smith from Client A at site A, and John B Smith from Client B at site B. John Smith calls you and you enter a request on his behalf, only to realize this is the *other* John Smith, from client B, after you've submitted it under John A. What is the easiest way to deal with this? If you try to change the requester, it only shows you lists of people at the same client, so John B Smith isn't an option. if you try to change the site, it only
API v3 Authentication
Hello. I am following the instructions to generate authtoken for v3 using Zoho. It keeps telling me it's missing something. IN this community, i see it says goto zoho. In the API v3 documentation, it says generated a technician API key. I have done that, but still get ""Technician key in the request is invalid. Unable to authenticate." Which is it, zoho or technician key? Is there some process that has to be followed if I create an account in zoho that matches the users in manageengine? I'm
Now Serving / Queue Monitor Dashboard
Is there a plan to build a queue monitor dashboard for technicians? This will give everyone (requesters, technicians and leaders) an idea what each technician is currently working on or what requests or incidents IT is currently working.
Backup restore strategy is not well mantained and looks outdated
Dear SDP MSP Team I am challenged with setiing up two-systems landscape for PROD and DEV enviroments and fasing silly issues when trying to restore a backup on a second server There is an instruction I managed to lookup: https://servicedeskplusmsp.wiki.zoho.com/Instructions-to-build-a-test-instance-of-ServiceDeskPlus-MSP-application.html?pid=0 which is intended for Windows enviroment only meanwhile I am on Linux Ubuntu, but okay - I can use some imagination Then this instruction tells that the backup
Possible to set 'created date/time' from e-mail headers ?
Hello, We are experimenting with a ServicePlus MSP trial. Sometimes, we would like to be able to move an e-mail manually from the personal Outlook inbox to the Inbox SDP is processing. This works great, except for that the creation date is set to import date/time, in stead of the actual received date/time from the e-mail header. Is there a method or setting to achieve this ? Thanks!
Service Desk Plus MSP, User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with an entire track dedicated to ServiceDesk Plus MSP with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the details. Here's what you
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