Import sites from CSV
We just purchased Service Desk Plus MSP and we need to import sites to their coresponding accounts. We dont see the option and previous post in this forum states it possible from requesters import but it is not.
End User's Password Expires?
I got an email from a Technician this weekend saying he received a message that his password had expired: To my knowledge, there is no way to set an expiration time frame on a technician's account...any ideas how this might have happened? Thanks, Mike
Disable a Support Group
Hello, I've been asked to disable a support group, we do not want to delete it, We would like to have the closed tickets stay in this group. We would like to close the group so no one can make tickets for it from now on. How would you disable a support group?
copy SLAs and Business rules To Other sites
Need the ability to copy business rules and SLAs to other sites that will use the Same Business Rules or SLAs
Crystal Reports: Closed Tickets by Customer changes counts when adding Priority Grouping
Greetings all. New to the system and doing some Crystal Reports development and ran into an interesting situation. I first created a report to show closed tickets by Customer. This returned a count of tickets for each. I then joined the prioritydefinition table to further group the closed tickets for each customer by priority. When I ran the second report, the sum of tickets for the priorities was less than the "non-joined" report. I went through the report and validated some of the tickets
Business Rules - Additional Actions to Perform
There are a few additional actions I would love to be able to perform when a rule is triggered. 1. Edit Custom Fields. 2. Send an email to ANY email address, I would be able to fill this out in the business rule. That being said, I would love to be able to Add non-technicians to the "E-mail the following technicians when the Business Rule is executed." section at the bottom of the business rule page. 3. Change Site or department. 4. Add a note or task.
Can I create a Configurable Delete Role?
I want my users to be able to delete a task for a request but not the entire request itself...they have to go to an Admin to do that. Is this possible? Under the Role tab, in the Advanced Permission section there is a check box for "Deleting Request Task" but when I check that, it also checks the Delete checkbox on the Request line of the Access Permissions section. I don't know if this is intentional or if there is a bug and both check boxes accidentally got named the same thing....so, when you
vattenfilter system
Callidus levererar system och lösningar för vattenrening i hushåll med egen borrad eller grävd brunn.
Service Desk Plus MSP Ticket Creation & Notification Enhancement
We provide outsourced Manage NOC (Network Operations Center) center support and we also provide applications for the same customers to use that reside in our data center. If we have an application that resides in our data center misbehave and impact multiple accounts and their subscribers-------- During ticket creation, we would like to be able to select which accounts that are impacted, and have the option to post an announcement with the ticket number and name of event to the Announcement Module
User Survey - complaints
My boss is not using the User Survey function within ManageEngine. The reason he is not using is because he wants a "complaint system" in place. What I mean by that is if a user gives a rating of "1 - Poor", he wants the user to be provided another page asking if they wish to lodge a complaint (yes or no), if they click yes, then it goes to another page that provides their user information and a text box for them to lodge thier complaint which is then reviewed and answered by him within 5 days.
Service template and Approver mapping
Query SELECT servicedefinition.NAME "Service Category", requesttemplate_list.TEMPLATENAME "Service template", accountdefinition.ORG_NAME "Account", aaauser.FIRST_NAME "Approver" FROM requesttemplate_list LEFT JOIN servicedefinition ON (requesttemplate_list.PARENT_SERVICE = servicedefinition.SERVICEID) LEFT JOIN servicetempaccmapping ON (servicetempaccmapping.TEMPLATEID = requesttemplate_list.TEMPLATEID) LEFT JOIN escalateton ON (servicetempaccmapping.ESCALATETOID = escalateton.ESCALATETOID)
Service templates and SLA
Query SELECT servicedefinition.NAME "Service Category", requesttemplate_list.TEMPLATENAME "Service template", sladefinition.SLANAME "SLA", accountdefinition.ORG_NAME "Account", slaescalation.LEVEL "SLA escalation LEVEL", aaauser.FIRST_NAME "Escalate TO" FROM requesttemplate_list LEFT JOIN serviceslaaccmapping ON (requesttemplate_list.SLAID = serviceslaaccmapping.SLAID) LEFT JOIN accountdefinition ON (serviceslaaccmapping.ACCOUNTID = accountdefinition.ORG_ID) LEFT JOIN sladefinition ON (serviceslaaccmapping.SLAID
Status Change Time Stamps and Stop Clock Questions
Two questions: When changing a status is there a time stamp associate with those changes? Or, is there a way to measure the difference from when a ticket was open to when it was set to a "Resolved" status? I see that there is a stop clock flag in the statusdefinition table. Is there a counter that records "on the clock" activity? Thanks! Ian
Email command not working
Hi, I am having problems with the email command. I've tried many different things but can't get it to work. I am sending an email from my own email account. I am a Technician in the system with SDAdmin rigths and the email address I am sending from is the email address in my Technician account. These are the settings: This is the email I am sending: The SITE and ACCOUNT are valid. The ACCOUNT is actually the MSP Details Account. The System Log Messages are useless in terms of telling me what is happening.
Correct service account for ManageEngine ServiceDesk Plus - MSP
Hi, Every couple of weeks we are experiencing instability in our SDP instance. The end result is that the application becomes unusable and we need to restart the ManageEngine service. We get the following errors in the Windows event log: OpenSCManager failed - Access is denied. (0x5) and sometimes: There may be a configuration problem: please check the logs. However, I'm not sure if the error is related to the cause of the problem, or is a result of the system crashing. The service uses the 'Local
Last updated notes and reply
Query SELECT wo.WORKORDERID "Request ID",max(aau.FIRST_NAME) "Requester",max(dpt.DEPTNAME) "Department",max(rtdef.NAME) "Request Type",max(cd.CATEGORYNAME) "Category",max(scd.NAME) "Subcategory",max(wo.TITLE) "Subject",max(ti.FIRST_NAME) "Technician",longtodate(max(wo.DUEBYTIME))"DueBy Time",max(std.STATUSNAME) "Request Status",longtodate(max(nt.NOTIFICATIONDATE))'Last Notification date', max(nt.NOTIFICATIONDESCRIPTION)'Last Notification', (select longtodate(max(note.NOTESDATE)) from Notes note where
SSH tool/telnet tool icon for accessing Asset
Currently in SDPMSP, in the Request/View request page of a request. In the "Request Detail" section, at the "Asset" field, you provide the option to click on a couple of ICONS to get more detail relating to the Asset. One option allows you to dive down into the Asset Detail page which is great! However, the second ICON is remote control which I assume is for remote controlling a PC during a support session. Are there any plans to add a telnet or ssh tool to accommodate remote "Command Line"
Change Approval
We have a current change process that is external to Manage Engine and I am looking to integrate this into the software. Part of the current process is for the change control document to be emailed internally to get authorisation that the content is sufficient to be sent to the customer. Once confirmed, we then send this to the customer for approval and all of this is managed within the Request module via email and Approval. When testing the change module I see that we can add one or more CABs to
Problem in Initializing Postgres
While installing on ServiceDesk on 32 bit ubuntu 12.04 the installation halts with the following. Initialize the pgsql Problem in Initializing Postgres [OK]
Email Conversations query - include System emails
I need a query to show all of the email that is being sent to both Requesters and Technicians. Both mail that is automatically and mail sent when a request is replied to or forwarded by someone. Can someone help me please? Thanks.
SDP Notification: ERROR : Mail fetching process stopped
Product Name : ManageEngine ServiceDesk Plus - MSP Build No. : 7513 System Error Notification An error occured while processing email with subjectOfMail : Test messageid : <5D6B2FE8F9B0C1498B023B3454990AC496FA7D1F@arg-xchmb2-vm>. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process. Any idea why this occurs.... the moment we restart the Fetching option in Mail Server settings it works for few minutes and then stops abruptly....
Can you Retrieve emails from multiple mail boxes?
We need to be able to retrieve support emails from multiple clients/mail boxes. Is this possible in ServiceDesk Plus - MSP?
Add Request API assigning ticket to user, not requester
We are using the web based API to add a new ticket via a service login/account from another application, and we are passing what appears to be a valid requester ID and email address, but the API is assigning the ticket to the user login ID. A quick look at the logs shows the Requester information is coming across, but knowing how it determines which user to assign the ticket to is not posted in the log file. How do I force the ticket to be assigned to the requester and not the login that is creating
Request List is empty, by clicking the request received daywise from dashboard
Hi All, we are using SDP-MSP Build 8105. we encounter the issue as below. if we click the request received day-wise link dashboard, empty list is appearing. we are getting the NullPointerException for the same.
how can i assign a service request to a group using only the service name?
If the request is a security request, I want to assign it to the security group. I don't want to use category or subcategory.
Work log in 8208 : Description does not wrap around a fixed width table
Hi All, While the 8208 release for SDPlus has resolved the work log issue, I noticed that long work log Descriptions don't wrap around a fixed width. Instead, they can extend across the page infinitely. In order to read, you will have to scroll across the page. I can guess that the Work Log tables are not set to a fixed width, which if it was, would force the description to go onto a new line regardless of whether a new line (enter) was used or not.
What is Sites ?
Hi Team , Could u please explain me about sites in Manage Engine Service Desk Plus - MSP editon??? Does sites means a custom portal in which users accounts are added ? Really confused please help me out ???? And please guide me how to customize portal for different users like .. ADMIN \ Customers\Helpdesk Staff\Product Support Team ??? One more thing , How edit the labels inside the portal ? If you give me the steps in details would be much appreciated :) I am getting very good response from your
Help Nedded :)
Hi MSP Team, I Just wana really thank you guys for this wonderful software Service plus -MSP edition . I started loving it very much . I need help from you guys !!! 1) I want to know how to customize tabs in different users ?? ie like i want the technicians to have different portal and customers have a different portal and the IT Staff have the different portal. 2)When i start creating users , all the users are able to view the admin tab and more or less they seem admin users ? 3)How to change the
Can ServiceDesk be restored using the latest log backup of MSSQL?
Hello, Is it possible to restore SD using database and log backups of its MSSQL server. I would like to have procedures in place whereby if SD goes down, I can recover using the last log backup. Thanks.
Service Catalog is lacking many features available under Incidents
I am very disappointed to find that many of the features available under Incidents are not available for the Service Catalog. For example, Business Rules. Also, SLA configuration is much more robust and easy to do for Incidents. For Incidents you can define an SLA once and assign it to all accounts in one step. For the Service Catalog, it is VERY tedious to configure and apply SLAs to services account by account, service by service. Default settings are not available under the Service Catalog. Are
Utterly useless
Nothing just works, too difficult to configure. No documentation. I think we are about to give up and go down the path of more expensive toolsets.
Adding Resources in Service Catalogue v Tasks
Hi. Currently we have the ability to add resources providing check boxes and question options in the form design for Service Requests. The resources are useful from a read only perspective however have no intuitive connection to workflow or task assignments. Where tasks are added under the "Workflow" tab they automatically execute if there is a Support Group/Technician pre-assigned to them. The technician (achieved from the "role" based security) view on the form shows the resource options and tasks
Is there any report/query to show SLAs for each Service by Account?
It is very tedious and error prone to have to walk through each service and then each account in the configuration screen for each Service.
Russian characters on iOS devices
Hello! I have a problem with display russian characters in request on my ipad. Thank you.
Notification Error
Hi, Here is the Issue : I have disabled notification to be sent to all when a ticket is created & assigned to a Group, under the Notification Rules. Now i have gone into the Technician Groups and selected a specific group (Eg. DB group). I have enabled notification option there and selected the members for that group. This morning we see that along with their tickets they also got other tickets notification also, but it came with the subject and content of the same DB group. When you open the ticket
Add CC list to Notes Notification
We have moved from a trouble ticket tool to Manage Engine and a major complaint from our users is that they are used to being able to have a notification list where people get email whenever a new Note is added to the request. The Emails to Notify under Requesters only is for notifications of new requests, Resolved and Closed Requests. Adding a notification for updates would do it. Or another way would be to allow the Notes pop up box to allow the user to select a list of people/groups to send email
ManageEngine Service Desk Plus on Fedora Core 13
Hello, I am a IT Professional from a Small Company here in the Central US that offers Managed IT Services. We have been using a webhosted Solution (AutoTask) to run our Helpdesk for our Customers. But, recently with over 6000 Items that need to be added to our Configuration Item Database, we have ran into issue with having to pay someone to add them all to our database, or use a third-party macro program to add them. We are looking to move our Helpdesk to internal servers. I have been put in charge
Support Email Address for accounts should take priority.
One of the services that we use generates alerts for multiple clients. The alerts are all generated from a singular email address, email@service.com I would love to have this service send these alerts to the ticket system and have the ticket system open tickets based on the client. I have tried having it send the alerts to the respective support address for the account, but since all the emails come from the same email address (email@service.com) they all get sorted to a singular (incorrect) account.
Conversation visibility for requesters
At present only replies to the original requester are made public; replies or forwards to a different address than the original requester will always be marked as private even if the requester is CC'd on these. This is not an issue for the technicians but it is an issue for requesters who have elevated privileges and have been set to view all account \ site requests. When they go into the calls made by another requester, they cannot see any communication on this unless the conversations are marked
Opening Called by E-mail problems
Good afternoon, I'm having problems receiving emails. When someone sends an email to the system service desk plus 8.2 build 8203 system is not opening a call automatically. Previously used a server emails that did not have security, we are now using e-mail on Google servers that have security (SSL), after setting up this new account on the service desk can no longer open called by emails and or perform interactions in open calls. When the user responds to an interaction called by his answering the
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