Service Level Agreement
Deluge Script to achieve First Response SLA- builds above 13.0
Before following the below steps, ensure that you have the option "Enable First response by default for notes addition" under Admin - > Self Service portal settings. 1. Go to Admin - > general settings-> Global Functions and click on New. Copy the ...Set SLAs based on criteria with different ETAs for different accounts.
This can be categorized based on the templates associations of accounts and having the SLA's pre-defined already 1. Pre-define SLAs with different ETAs. 2. Go to Admin > Service Catalog > Field & Form Rules > On Feild Change > Set "Selected ...How to send SLA notification mail to the different users when a SLA is breached for builds 10500 and above
We can use the Email feature in the custom triggers to send notifications to different roles configured in SDP-MSP. By default, the SLA notification can be sent to Account Managers, Point of Contact, Technician, Requester. If you would like to send ...SLA not working
There are a few configurations that need to be checked 1. Account/Site Check the request Account & Site, Now, go to Admin>Service Level Agreements>Filter the Account & Site and make sure the SLA is created for the same 2. Operational Hours Go to ...
New to ADSelfService Plus?
Popular Articles
Unable to access ServiceDesk Plus in the latest version of Edge and Chrome version (Version 94 - Released)
Root cause : Chrome has defined Scheduler as a variable and unfortunately the same is used in ServiceDesk Plus in resource management section and Chrome API's 'scheduler' variable is overriding our application's variable (Used in resource management) ...How to reset administrator password in ServiceDesk Plus (or Asset Explorer).
1. Access your application server and browse to [your drive]:\ManageEngine\<application_name>\bin. 2. Click changeDBServer.bat. Information on the configured database will be displayed. If the database is MSSQL, go to the SQL Management Studio, go to ...Where do I find the log files that I need to send to technical support team for analysis?
If Applications Manager is up and running and the WebGUI can be accessed, refer to the steps in this knowledge base article for creating support information file. If Applications Manager is down or the WebGUI cannot be accessed, or if the log size ...How to migrate ServiceDesk Plus from one server to another
Following are the steps to move data from the existing server to a new server, Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Kindly Upgrade ServiceDesk Plus if required. Refer to the link below to check if you are in the latest version, ...How to build a test environment for ServiceDesk Plus
Building a test environment is very helpful while upgrading ServiceDesk Plus. When you are planning to upgrade ServiceDesk Plus to the latest version, it is highly advisable to try the upgrade on the test environment first so that you will be ...