Quantcast
Channel: Support Portal
Viewing all 3609 articles
Browse latest View live
↧

Re : parsing requests made through email

June 11, 2017, 1:20 pm
$
0
0

Hi,

 

What is the priority between the incident business rules and the service catalogue rules?  

Is it possible to add the 'To' field as an option when defining a service catalogue rule?


Thank you.

↧
Search

Re : Remote control through Internet

June 12, 2017, 2:15 am
$
0
0
Hi,

I understand that you have installed our Servicedesk plus MSP in the cloud server. Are you looking for an option to take remote access of your client machines from the application server?

If that is the case then I believe the feasible option for you is starting remote control using our agent. 

In this case you have to install our agent in all the client machines ( only windows servers and desktops ) using which you can start the remote control. For this you should be able to contact the agent using port 9000 and the agent should be able to contact the application port. You have to create rules in firewall which will allow this communication.
Only if you do that then remote control using agent will work.

Other options are, you can also integrate 3rd party remote control tools in our application. 

Please check which option is feasible in your environment and let us know if you have further questions in it.

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

Re : parsing requests made through email

June 12, 2017, 2:31 am
$
0
0
Hi Micky,

Service request cannot be created via email. If an email is received, it will create incident request as default. However, depending upon the requirement you can convert or create a new service request from existing incident. This can be performed from "action tab" from incident. Hence priority is given to incident business rule when a email is received. 

Business rule will be applied to service request which is converted from incident, if you select "Overwrite the incident field values with the template values" while selecting the service template. 

While defining a service catalog rule "TO" field is not present, Since Service requests are not created via emails.

Regards,
Abrar Ahamed 
 
↧

send report

June 12, 2017, 7:31 am
$
0
0
Hi all,

I have a scenario:
- monthly generate reports about service usage for one of our customer
- need to send report to customer
When I create request in name of customer and attach document, notification recieved but there is no attachement in notification mail. Is it possible to send attachement with notification? I found $Description which send problem description within notification but can not find attachement variable.
Is there a better way to send reports to customers?
↧

Re : Requester auto creation from email

June 12, 2017, 9:22 am
$
0
0
Disabling Requester creation is valuable.  We've seen cases where duplicates get added or other crazy things that just don't need to happen.  Our Requester list is sync'ed to AD, and I'd prefer not to have it get messy.

In addition, we'd like to see "Create Requester" as a permission for our techs to either have or not have.  I don't want Requesters created in the application, I want them created in AD then sync'ed into the application except under very special circumstances.
↧
↧

Re : how can I get more information from GET_REQUESTES?

June 12, 2017, 9:34 am
$
0
0
Hello Ajay

Thank you for your reply. Was very helpfull.

Now I got another question. Is there any way to get all requests in the database with their respective information?

Have a good day!
↧

Re : how can I get more information from GET_REQUESTES?

June 12, 2017, 6:35 pm
$
0
0
Hello Cesar,

As informed earlier, when you are trying to list multiple requests -the information will be limited. However, you can get all the request details with limited information. Below is an example :


Please change the highlighted limit as per yours. 

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 

↧

CSV requester import - self-service details

June 12, 2017, 9:31 pm
$
0
0
Hi, I'm trying to import some requesters from a CSV file. It requires username and password for self-service portal as mandatory fields. Is there a way to bypass this? The requesters I'm trying to import will not use the self-service portal.
↧
Search

Re : SDP- MSP_ Default Solutions in Resolution tab

June 13, 2017, 1:17 am
↧
↧

Re : Search behaviour (default / advanced -- subject/description)

June 13, 2017, 4:27 am
$
0
0
Hi Rudy,

On detailed analysis, we found this issue to be recreated in our end and it is assigned with an Issue ID : MSPSDP- 10565. This issue has been earmarked to be released in one of our future build of ServiceDesk Plus MSP. In case if we fix it earlier that this period, we will update it in our Read Me and you will receive a notification if you subscribed in Help -> About Page.

Regards,
Abrar Ahamed
↧

Re : "My Task" on Home page not ordered by date

June 13, 2017, 4:44 am
$
0
0
There is ALOT of whitespace being unused in the tasks-view.

The subject for my task is this "test with a really long subject-line that never ends"

But it doesn't show anymore than the first 22 letters although there is plenty of space on a "normal" resolution screen of 1920x1080.

It could easily fit 50 characters and the status of the task as well as the date, with room to spare.

See snip-modified.png attached.
↧

Re : how can I get more information from GET_REQUESTES?

June 13, 2017, 6:29 am
$
0
0
Again, thank you very much Ajay.

Last question, in the first replay you add:

<filterby>3305_MyView</filterby>

The id of the view is just the name or how can I know and get the ID of the view that I have to use?

best regards
Cesar
↧

Re : send report

June 13, 2017, 12:48 pm
$
0
0
Hello Oggy,

The enhancement that you have requested has been added to our road map and the same will be pushed in one of our future release. Here is the ID for the feature request you have suggested us MSP SDF-6081 (Ability to have attachment in notifications)

Currently, we cannot promise any time frame for the feature's availability. However, 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. In the meanwhile, you can know the status of this feature from this page.

Regards to sharing the reports with customer's, you can check the below 2 options to meet your requirement :

1. After generating the report, please make use of the option "Mail this Report".
2. Please go to Reports > New Schedule reports and you can share the reports from here as per your convenience from the available options.

Hope the same helps in meeting your requirement.

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 

↧
↧

Re : how can I get more information from GET_REQUESTES?

June 13, 2017, 2:53 pm
$
0
0
Hello Cesar,

In order to meet your requirement, please execute the below which lists both the Custom and default filters that you have in the application :

http://<server>/sdpapi/request/filters/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=9A936D05-1740-476C-8851-4BB6903B1287

 

Please be informed that the custom filters will have a ID or Number as the "Viewid", whereas the default filters will only have the name. So in the above "Ajay open Requests" is a custom filter created by me which has the viewid as "3305_MyView".

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 




↧

Re : CSV requester import - self-service details

June 14, 2017, 12:43 am
$
0
0
Hi Jack,

Are you saying that it requires username and password as mandatory field under "requests Field" while importing the CSV file? 

We would request you to share the CSV file you are trying to import, we will check from our end and update the status. Please send an email of CSV to support@sdpmsdp.zohosupport.com referring the ticket number as 9830.

Regards,
Abrar Ahamed 
↧
Search

Re : SDP- MSP_ Default Solutions in Resolution tab

June 14, 2017, 3:26 am
$
0
0
Hi Lucille,

Thanks for sharing the links. Auto-suggest feature in resolution was introduced in the SDP MSP build 9206. However, option for disabling the auto-suggest in solution will released in our future builds 9.3 (due in 2 months ). 
↧

Re : Requester auto creation from email

June 14, 2017, 9:51 am
$
0
0
Hi,

 We do have an option to restrict technician from creating a new requester. Under Admin -> Roles -> New Role  we have an option to enable or disable "Adding Requester" under Advanced Permission. When we disable requester creation and apply this custom role, the technician will not have access to create a new requester. If you are referring with different requirement, please drop an email to sdpmsp@manageengine.com with an use-case or scenario behind your requirement. 

Thanks and Regards,
MadhiVanan S
Direct Support Number :+1-408-352-9131
ManageEngine ServiceDesk Plus MSP Team
Refer here for : Issues Fixed | Road Map Features | Useful Documents

↧
↧

Re : how can I get more information from GET_REQUESTES?

June 14, 2017, 12:39 pm
$
0
0
Hello Ajay

I executed the query for getting the request detailed information and it throws this message:

  1. <?xml version="1.0" encoding="UTF-8" ?>
    <API version="1.0">
    <response>
    <operation name="GET">
    <result><status>Failed</status><message>Error when performing required operation.</message></result></operation>
    </response>
    </API>

This was the query:

  1. https://<server>/sdpapi/request/XXXX?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=9CCC5A7A-F060-495F-A8ED-B08C8B36E203&INPUT_DATA=<operation><details><from>0</from><limit>20</limit><filterby>All_Requests</filterby></details></operation>

XXXX -> request ID that actually exists

All_Requests -> default view that shows all the requests

PD. if I use http gets a connection error too.

↧

Re : CSV requester import - self-service details

June 14, 2017, 4:26 pm
$
0
0
Thanks Abrar.

FYI, if I create a single requester manually, using the "Add New Requester" button, the username and password fields are not mandatory. So I'm confused as to why they are mandatory for the "Import from CSV" button.

Thanks for your help.

Jack
↧

First Call Resolution (FCR) Setup

June 15, 2017, 3:58 am
$
0
0
All,

We are running SDP version 9.0 Build 9009.  I saw some posts about marking requests with FCR but I can't find the setting in our version.  Is it something we need to configure or is this a feature in a newer version?
↧
Viewing all 3609 articles
Browse latest View live
Search