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Re : Using an external Postgres DB with ServiceDesk Plus MSP?

March 1, 2017, 11:12 am
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James,

We are trying accomplish the very same thing with SDP MSP. Were you successful in implementing this? If so could you share your experience in making this work and any caveats you ran into?

Thank you,

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Integrating ServiceDesk Plus MSP

March 2, 2017, 5:04 am
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Is it possible to integrate ServiceDesk Plus MSP with Desktop central NOT MSP ?
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problem with ssl certificate

March 2, 2017, 1:27 pm
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Hi!
I have problem with ssl certificate (with asterisk) on my SDP.
from desktop browsers its working correctly. but from mobile browsers (Adnroid and iOS) - I receive an error (red exclamation mark with strikethrough "https").
if I use android or iOS app - I signing in correctly, but when I open any ticket, I have receive a error "SSl certificate is not valid".

how can I fix this?
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Re : problem with ssl certificate

March 2, 2017, 1:34 pm
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Re : Integrating ServiceDesk Plus MSP

March 2, 2017, 10:39 pm
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Re : Using an external Postgres DB with ServiceDesk Plus MSP?

March 2, 2017, 10:53 pm
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Hi David,

Please go to [Product Home]\server\default\conf and edit the nms-service.xml file. Set the startdbserver value as false , as highlighted below. Now go ahead and update the changeDBServer.bat file with the external postgres  database details and start the service. 


 <mbean code="com.adventnet.persistence.service.PersistenceService" 
         name="user:service=PersistenceService">
<attribute name="JndiName">persistence</attribute>
<attribute name="StartDBServer">false</attribute>
         <attribute name="OperationHandler">
            <handler name="com.adventnet.persistence.DefaultOperationHandler">
                <max-rows-per-operation>1000</max-rows-per-operation>
                <max-rows-per-table>50</max-rows-per-table>
            </handler>
Please try to start the application and it should work. 


Thanks & Regards
Hari Krishnan

Direct Support Number : +1-408-352-9131
Refer here for :  Issues fixed | Road Map Features |Useful Documents |


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Re : NBD Next Business Day SLA as an Automatic Option.

March 3, 2017, 6:48 am
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Is this, or simular feature implemented?
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Re : NBD Next Business Day SLA as an Automatic Option.

March 3, 2017, 3:00 pm
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Hello Sebastian,

We already have this feature request in our Roadmap with ID : 7119.

As of now, this feature is in our Roadmap and the same will be added in our product in future depending upon the demand & priority from other customer as well as considering our internal priorities. So currently we cannot promise any time frame for the feature's availability. We request you to cooperate with us the on the same.

In the meanwhile, you can know the status of this feature from this page. We will update this feature ID in our Read Me available here once it is released. You will receive a notification about the hotfix / Major releases if you provide your email address in About page present in our application user interface.

Thanks for your understanding.

Kind Regards,

Ajay Kumar

 

Direct Support Number : +1-408-352-9131

Refer here for : Issues Fixed | Road Map Features | Useful Documents 

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Survey, HTTP error 500

March 6, 2017, 7:09 am
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Hi,

when sending out a survey to a client/requester, the survey link will not work unless an /sd section is removed from the string. This error occurs in MSP v9.2 build 9202.

Any suggestions?

Regards,
W.
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Re : ServiceDesk Plus will not load / start

March 6, 2017, 8:06 am
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I have the same issue , kindly support urgent


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Re : ServiceDesk Plus will not load / start

March 6, 2017, 8:34 am
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Re : Survey, HTTP error 500

March 6, 2017, 9:42 am
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Hi,

Our sincere apologies for the inconvenience caused. This seems to be an issue with the build that you are on right now. Kindly upgrade the application to recent build to resolve the same. In case if you face any challenges, feel free to reach us. We would be happy to help you. Thanks.

Upgrade path : 9202->9205



PS : Please do make sure that you take a backup before upgrading the application. Thanks for your understanding.

Regards,
Gopinath J
Direct Support Number : +1-408-352-9131
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kanban bard and manage engine

March 8, 2017, 6:39 am
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is it possible to track sdp tickets on kanban board ? 
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New Request - Email Notification to external email

March 8, 2017, 7:39 am
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I am fairly new to using ServiceDesk Plus, my org has recently tasked me with figuring out this issue.

It involves external email addresses whether it is a custom domain and/or public (gmail, hotmail, etc...). When a new request is sent via email the conversation log will show that the requester has been sent an email upon creation of a new request and they do receive an email showing their request was created;however, when a new request is put in manually (i.e. when customer calls in) they do not receive an email. This works for internal addresses when a new request is created through the web and then for the external addresses for any updates after the ticket is created.

Trying to see if there is a special setting for when a new request is created on the web side but just see "Acknowledge requester by e-mail when a new request is received." which is selected.

Thanks for any insight you have!

Tanner
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Self-service portal - how to show all templates to requesters from different account

March 8, 2017, 8:12 am
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Hello,

I have set up MSP for my organisation where different departments have their own accounts.
While trying to set up a self-service portal I can't create it in a way that requesters are able to see templates not associated with their account, nor can I personalize such templates with fields typical for a department.

What I am aiming for is:
- requester can see all templates associated with service categories from all accounts (or selected ones)
- incident templates have their fields filled automatically (support group, category, technician etc.), like you can do using account specific template

Possible solutions?

If the requesters are able to switch account (like technicians can - between accounts they are associated with) and see different service catalogues for them - that would be okay too.

Best regards,
Marcin

Version: SD+ MSP 9.2 (9204)
DB: MS SQL

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Re : Self-service portal - how to show all templates to requesters from different account

March 8, 2017, 8:52 am
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Hi Marcin,

ServiceDeskPlus-MSP is designed for Managed service providers to manage multiple clients from a single tool and to manage the services offered to them from the same tool. 

  • There is no possibility for a user from one account to communicate to another client's account. Our design does not support communication between users from different accounts. So, it is not possible for the requesters to view the service templates associated to other accounts.
  • Template customization is possible within the application. As you know the templates can be associated to N number of accounts and the fields can be pre-selected and saved. So that we the same template is used to raise a request, the user or technician doesn't have to select those fields again. 

I hope this clarifies. Feel free to reach us, in case if you face any challenges. We would be happy to help you. Thanks.

Regards,
Gopinath J
Direct Support Number : +1-408-352-9131
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Re : kanban bard and manage engine

March 8, 2017, 11:22 am
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Hi Ertan,

As of now, we dont have any integration established between the MSP version of ServiceDeskPlus and Kanban board. 

We acknowledge this as a valid use case for your business requirement. However, we need to see if this can help most of our end users. We will make a note of it and if the demand raises, for sure we will consider this as an enhancement request. 

PS : Implementing a feature purely depends upon internal priorities and demand from our end users. We highly appreciate your patience on this. Thanks for your understanding.

Regards,
Gopinath J
Direct Support Number : +1-408-352-9131
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Re : New Request - Email Notification to external email

March 8, 2017, 3:19 pm
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Hello Tanner,

As per the application design. The application will check for the e-mail address which is already configured in the application and by enabling the below option :

"Acknowledge requester by e-mail when a new request is received."

It will send a notification to the email address which is associated with the Requester(Customer). So please try editing the requester and check the e-mail address which you had configured.

Thanks for your understanding.

Kind Regards,

Ajay Kumar

 

Direct Support Number : +1-408-352-9131

Refer here for : Issues Fixed | Road Map Features | Useful Documents 

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SD+ MSP SQL Query Report - Average Response Time by Account

March 9, 2017, 8:48 am
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Hi Guys

I'm looking to do specific client reports that show us how quickly we respond to tickets raised for a given time period. I've seen similar requests to this on the forums however nothing specific to accounts and not singling out individual technicians.

Many thanks

Your Version: 9.2 Build 9204
Latest Version: 9.2 Build 9205 [Details]
Database: postgres
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Re : SD+ MSP SQL Query Report - Average Response Time by Account

March 9, 2017, 11:02 am
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Hi,

Kindly make use of the below query to meet your business requirement. I hope this helps all. Feel free to reach us, in case if you have any clarifications. We would be happy to help you. Thanks.

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.RESOLVEDTIME) "Resolved Time",TO_CHAR((((wo.resolvedtime)-(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Time elapsed" FROM WorkOrder wo 
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID 
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID 
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID 
LEFT JOIN SDUser td ON wos.OWNERID=td.USERID 
LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
LEFT JOIN AccountSiteMapping asm ON wo.siteid=asm.siteid 
LEFT JOIN AccountDefinition ad ON asm.accountid=ad.org_id
WHERE wo.resolvedtime!=0  and ad.org_id in ($Account) order by 1

PS : Kindly refer to the below link and replace the syntax for response and resolution time calculation. Thanks.


Regards,
Gopinath J
Direct Support Number : +1-408-352-9131
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