Outstanding tickets?
Is there a way to trigger an automatic report to technicians when a call has been in a certain state for a period of time? Ideally after a period of say, 5 days where a call has not been edited an alert or trigger will happen where the Tech is informed, the status changes. Can this be done in a report as well?
Change timezone in Scheduled reports?
Problem: my scheduled reports are in PDT What I have done :personal setting and organization in EDT
Moving OnDemand Service Desk Plus to Azure AD
Hi All, Does OnDemand service desk plus support Azure AD, we want to move the OnDemand service desk plus authentication from ADFS to AzureAD. Kind Regards, Delisile Mzila
OnDemand running really slow.
When trying to browse, we are hanging up, or updating and/or saving tickets. It's taking 30 seconds to a minute to save. I've verified with the OnDemand status site that everything appears to be up. Is a large upload occurring?
Information and Warranty in Dell servers and workstations
Hello, I have DELL in almost all of my servers and workstations. If I know in SDP the service tag of the workstation or server, why I can't download the server or workstation informacion and warranty to the SDP asset? Need to configurate something that I miss?
Contract Value - Billable Hours
Is there any way to mark few Sites as Billable /Non Billable or any way to put a contract value with particular Site / Department (So that I can track how much time is spend and out of that, how much i can charge)
Custom field looses value
Hi, we are using custom fields to enter quotation prices and repair costs. This way we can compare the total quotations price compared to the repair cost and calculate our profit. The problem we encountered is that some incidents loose the values of this custom fields. This is a major issue since we used this report to calculate the annual bonus of our technician. Now we cannot trust these results and have to check every incident manually. Is this a known issue and is there a solution?
Fetch Mail from Multiple Mailboxes
Is there a way to fetch mails into Manged Engine from Multiple Mailboxes? For e.g. in Shift 1 (9am- 5pm) mails will be fetched from X Mailbox and in shift 2 (5pm - 10pm) they will be fetched from Y mailbox
Qualification SDonDemand
Hi Sriram Please advise on which qualification or what course do I need to take if I am a technician?
SDPOndemand running very slow
Guys, Again it is running really really slow. Almost to unacceptable levels. Apparantly we are not the only ones noticing it. I just let you guys now yesterday... and i noticed this for a while already (few weeks) that SDP is getting remarkably slower. Yesterday they restarted a service... i'm starting to worry that it is not a service that is slowing things down, maybe it is just the lack of sheer CPU and memory power that is needed... Come on: do something serious with this, because is is not doable
SDP Running Very Slow - Again
It's almost like this is becoming a weekly occurrence. I checked the site: https://status.manageengine.com/ Performance has been jumping between 159 ms to 220 ms with everything else showing "operating normally". However, we are either timing out, or hanging for up to 30 seconds before the screens change.
SDPOD_MiniAgent.exe detected as Trojan:Win32/Azden.A!cl by Antivirus
I have just updated our current probe to the latest release, and now we are getting alerts regarding a Trojan. I am assuming this is a false-positive being reported in the Windows Defender Security Center, but I would like to know if anyone else has received this since the last probe update?
Import from Azure
I tried to import some users from Azure this morning, and I had the option available. I then tried to do the import, but it came-up blank. I then refreshed the page, and now the option to import from Azure is no longer available. No changes have been made to our Azure or Zoho environments, and there is nothing showing in the logs to indicate any changes. I have also checked our Azure setup, and the SDP/Zoho settings have not been changed.
SDP On Demand running very slow
Trying to search on a request, or just adding a new request. Taking up to 30 seconds to save it. Tried to verify status of ondemand, but that site isn't coming up either currently: https://status.manageengine.com States that the pages can't be reached.
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts for them in AD. Sean Vincent British Antarctic Survey UK
How to create a custom view for a specific user/requester?
I need to create a view of requests for a specific user based on a condition. That view will be accessible for only to that particular user
Remote control doesn't work.
In SDP OnDemand, if I open a successfully scanned asset, set the option to "do not prompt user" and click the remote control button, some machines never allow a connection. It just sits on that page for hours. Some work but take an unacceptably long time (a minute or more). Some do work fairly quickly. But if I go to assist.zoho.com I can start a session almost instantly with whatever machine I add to the list by running ZA_access.exe on the target machine. Now, I know that these two products are
Emails alerting techcnicians by email when a new request is created- not working
Hi, We have set up the support desk to alert certain technicians by email when a new request is created. This has been working fine for months, but seems to have stopped working since 10/04. All other email triggers are working as expected. We use Office 365 to send these emails. Is anybody else experiencing this or can help? thanks Gareth Parry
Form Designer Question
In form designer there are several spelling errors. I can't figure out how to correct them, short of deleting the fields and recreating them. Is there an option for this?
Mail Fetching stopped
Hi All Please advise Incoming email gets stopped without anyone disabling them under mail server settings on the portal, is there a way to get a report on who or what stops them from running 24/7. Or is there a log file or something that will show when the mail fetching was stopped. Kind Regards, Delisile Mzila
Requester limit reached?
Hi there, I have the Enterprise version of SDP Ondemand and cannot add any additional users. I currently have 163 requesters, but I cannot find where the limit is set. Here is the error I am getting from the logs: System Log Message : Exception while adding the Requester :FullName:Blah ,EmployeeID:null ,Title:User added from util class. ,Description:null ,Email:blah@blah.com ,Phone:null ,Mobile:null ,DeptId:null ,JobTitle:null ,smsID:null Module : Admin Sub Module : Requesters Type : Error Action
Very slow response times - again
From opening SDP to trying to move around on a ticket. Seems to be the same issue reported 9 days ago. It's lagging something fierce right now causing delays in work.
email id to notify
Hi there, i have followed instructions given to auto cc a particular email when a requester creates a ticket but it is still not emailing the email address i fill out when creating a rule for a particular site . I have followed the following instructions . To configure the notification please go to Setup > Templates and Forms > Form Rules. You need to create a new form rule in which the you should set the condition as "Site is" and specify the site. Next set the condition to Set Value to Field >
Workflows for Change Requests
Hi all, I have been tasked to create a Change Request process and workflow for our company. I don't need anything complex, in-fact, I need the opposite. I have tried creating my own workflow, to the best of my knowledge, but it doesn't seem to be as simple as is needed. Does anyone here have any workflows that they can share with me, or maybe point me in the right direction? I will attach the current workflow here, and any feedback would be appreciated. Ideally, this is how I would like the workflow
Tickets not available
We have several tickets that we cannot find in any views. We have searched by ticket id, requester name but it seems the tickets are missing. Any help would be greatly appreciated. Thank you.
Edge browser supported?
Is the Edge a supported browser? I've been using SDP Ondemand in Edge on and off. I like how some of the forms act within Edge a tad better than IE. However, over the past three weeks I've noticed that I'll lock up more in Edge randomly throughout the day. When this happens you have to either close out or reset the tab, thus loosing all your work. I've cleared settings and reset Edge twice. I can work in IE or Chrome all day without incident. Just wondering if anyone else has noticed this issue or
Very slow respons times
Hi We are experiencing very very slow responds times. Request take minutes to open requests.
SDP On-Demand showing technician limit exceeded message
Hi, We're receiving a message on SDP On-Demand saying that our subscription has exceeded the technician limit. The question is that we're using exact the limit. Our license is for 5 technicians and we have 5 technicians. If I choose the "remove 0 technicians" option, I can't proceed in the next page because I'm forced to choose at least 1 technician to remove. This problem began today. I believe it is related with some update SDP had today.
Unable to add a user on sdondemand app portal
Hi please assist There is a new user in the organization and when I try to add him on the portal I get an error which makes him unable to login to the portal. When he clicks on the icon he gets an error that says "You are not a registered organization user".
Invalid key Survey
Hi Our customers receive survey e-mails with invalid keys. The URL in the hyperlink as well as the text of the hyperlink contain a invalid key. There are also cases that the URL of the hyperlink contains an invalid key, but the text does have a valid key. Is this a known issue? Is there a solution? How lang do the keys stay valid? Thank you for your feedback. Jimmy
Custom Technician Reporting
I'd like to run a report based off of technician only. I'd like to see items like (total requests, total changes, total problems, total tasks (this includes change, requests, and problems). I know that there are individual reports for each Change, Problem, and Request - but more technician specific would be great in one area. And for today's request, can I do this on tasks?
Attachment File Size Limitations - Contracts and Requests
What is the file size limits on attachments in Contracts and Requests? I've received a pop up once stating that at 10MB file couldn't be uploaded. I started to question, is this because I have two other attachments to that contract already, or is it because that's the limit period? If that is the limit, is there a way to increase this limit, and if so are there additional costs? Just wondering as I can't put a link to a local file share. Thank you.
Work log via Android app
Hi Is there any way to have a customer sign off a work log via the app? If not, is this something you consider adding as a feature? Thank you and greetings Jimmy
Asset Scanning
Whenever I run an asset scan, it is picking-up that laptops are workstations, even-though I have set the model to be a laptop. This was working fine 2 days ago and is now not working correctly since the latest update. In the image 1.jpg the asset is selected in yellow and is appearing in the "Workstation" list In image 2.jpg it is the same asset, but appearing in the "Laptop" list Image 3.jpg is the Product setup, and as you can see, the Portege Z series are classified as a "Laptop" As stated, this
Custom Reports - Opened vs Closed
I would like to create a custom report for all tickets created and all tickets closed for the month. At present I can create a report for each, but I would like to either have them both on the one report, or have the ability to merge reports. Can this be done?
Change requester into technician
I am unable to change a requester into a technician. Is this because of our version of the software ?
Error when clicking SDonDemand icon
Hi All Please assist, when I click on SDonDemand icon I get the below error it says Conditions validation failed.
Saving Email Attachments automatically
I have been asked to investigate the potential of automating the saving of email attachments in the helpdesk. When our mailbox receives emails they are sent to the helpdesk which creates calls from them. The team then have to save the attachments to the helpdesk before closing the call. Is there a way that this can be automated and if so could you please point us in the right direction.
Requester import multi instance
Hi All, We are trying to find out if we can automatically import new organisation users as requesters in all our instances without having to go into each instance & 'import from organisation'. Please assist if possible.
Business Rule Enhancements & Custom Triggers - Next Release of ServiceDesk Plus OnDemand
Dear Users, We are gearing up for the next release on "Business Rule - Enhancements & Custom Triggers" for ServiceDesk Plus OnDemand. Below is brief on the changes & enhancements that would be coming in the release : Business Rule - Enhancements & Custom Triggers Business Rules automate various tasks, such as delivering incident and service requests to technician support groups; assigning a technician, status, or priority to a request; or even sending email notifications or trigger predefined/custom
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