Planned maintenance of our US Data Center
Dear Customers, We had announced in September 2017 about the annual infrastructure maintenance of our US Data Centers in this post. Because of unavoidable reasons, the activity was postponed and we promised to keep you informed on the future dates. Planned Maintenance of our US Data Centers is scheduled from 17th December, 2017 to 31st December 2017. During this upgrade process, ServiceDesk Plus OnDemand will continue to be operational and we do not anticipate any major interruptions in using our
E-mail sending
We are having issues with new request email notifications being sent to technicians? Emails are sent when a request is assigned, appended with an update or closed as normal. It is only affecting emails for new request notifications. I have double checked email server settings (which are working as all other emails are sending correctly) and junk notification rules.
E-mail sending
Guys, For the third time in a short period i have structural problems with sending e-mail from SDPOndemand. I use my own Exchange server for years. Suddenly, a few weeks ago, problems started appearing out of the blue. I have no idea where this comes from or why this is happening and honestly - i don't care. I want it finally resolved. It has come to the point where our mayor is now asking us questions... Next to that i've always used SMTP port 25 or SMTP with TLS (587). Port 25 gives me "Failed
Total number of requestors allowed in the system?
Is there a limit to the number of requestors the system will allow? I know that there are for assets and technicians - which makes sense. But, are you limited anywhere to the number of requestors (those you can log tickets against) in the system? And as a follow-up, assuming there is a fairly large number to this question, is there a limit to the number of requesters that would actually be allowed to access the system (to either check on a ticket or solution)? Thank you.
Planned maintenance of our Europe Data Center
Dear Customers, As a part of our annual infrastructure maintenance at our Europe Data Center, we will be switching our apps from the Primary to Secondary data center on 26th November, 2017 and back to the Primary data center on 3rd December, 2017. We will switch apps between data centers during non-business hours. While we carry out this switching, ServiceDesk Plus OnDemand will continue to be operational. We do not expect any major interruption and you should be able to continue using ServiceDesk
Text in notes
When using the web interface on mu iPad, I notice that the text wants to go right to left. On my laptop, the text goes from left to right. Any idea what my be causing that?
Mail server settings issue
Hello all, I am having an issue with getting my mail server settings to work correctly. The odd thing is they were working from about 12 hours then suddenly stopped. I am getting the error below. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed:[Logon failure: unknown user name or bad password.] the username for the account is correct as is the password as I am able to log in to the mailbox without issue. The
Conversations dont pull through
Hi All Please assist: I have imported requests on SDonDemand and the tickets do not have conversations they are empty.
Free Webinar on Enterprise Service Management
Hi All, As you all know, we launched the enterprise service management feature on Oct 31. Using this feature, you will be able to instantly create service desk instances for all your business functions. Extend the benefits of ITSM best practices and workflows to other non-IT departments like HR, facilities, travel etc. If you haven't tried the feature already, To get started, log-in to your ServiceDesk Plus Cloud account and click on “ESM Directory” at the top right corner of your ServiceDesk
We realy missing one option
It would be so great if we could track satisfaction of the end user on his resloved request. This thing is implemented in omnidesk When you resolve or close incident, system sends email to requester saying that your ticket is closed, and down the email "Please rate the solution". Are you satisfied? (Printscreen attached) and 3 options 1. Excelent 2. Normal 3. Poor So we could control our technitians, how they resolve and how they communicate with customer. I dont think that it so hard to implement.
How do I get requester's replied emails to append to existing tickets?
When a requester replies to a ticket, how do we automatically append the reply to existing tickets on the system?
Importing all requests from SDPlus to OnDemand.
Hi All Please assist, I have imported all requests from SDPlus to OnDemand and everything looks fine except for the Created Date column. it does not take the original date of the ticket but it takes the import date which is todays date, so I am worried because I wont be able to run reports for previous months since it reads todays date. Again, when I run the report it does not give me Resolved Time. kind Regards, Delisile Mzila
ADFS-SAML-SingleSignOn
Hi, We just updated the encryption,decryption token and service Communication certificate on ADFS but when we try the singleSignOn we getting the attached error.
iOS App
Cant log into the iOS app since the latest update, I get an error message about invalid token. Any idea what is going on?
Webinar: Taking service desks beyond IT with enterprise service management
Hi all, We just launched the long-awaited enterprise service management (ESM) feature in ServiceDesk Plus' cloud version, allowing you to instantly build service desk instances for your non-IT departments, like HR, finance, travel, and facilities. If you haven't tried this new feature yet, check it out now by logging in to your cloud instance and clicking on ESM Directory. If you're not sure where to start with this new feature, or you'd just like some help, be sure to join our upcoming webinar
Import requests/tickets
Hi All How to import requests/tickets on SD on demand.
Introducing our rapid-start enterprise service desk
IT departments have always benefitted because of good service management processes and tools at their disposal, which helped them create better workflows and business practices, while other business departments like HR, Facilities, Travel etc have to make do with rigmarole tools and processes. Not any more. It is now time to take the best practices from IT Service Management and extend them to other business functions in the organization. Introducing Enterprise Service Management (ESM) in ServiceDesk
Links within graphs on reporting
I love the reporting and ease to create them. Just wondering if there would be a way to jump to a section based off of the graph. In my GraphExample I have a report based on Category and Subcategories (which are showing in the example). The graph shows by total number while it's sorted alphabetically by the Sub-Category below. It would be great if I could click on a section of the graph and jump to that Sub-Category below, instead of having to page through to the section I need to be on. Not sure
ability to customize the requester details area
ability to customize the request details area? Is this on the road map for the on-demand. We would like to see Site added to this area.
Ability to print list of Assets
I would like to either print or export a list of Assets by group (switches as an example). However, I can't seem to find an easy way to accomplish this. I went into Export and there is no options for Assets here (but you can import them) and I'd rather not do a screen shot of each page. Is there an easy way to accomplish this?
Link Manufacturer with main IT Asset page
Is there an easy way to link or see the manufacturer information on or from the IT Asset page? It doesn't appear in the drop down list of columns to add, nor under the main page when you click on the actual asset. And I don't think it's helpful to have to go into the settings of the Product Name to track it down. Adding this would be of great help, and cut down on clicks or putting additional information in the Product Name.
Form Rules, ticket on-hold but no re-open
Guys, With form rules i can perfectly set a ticket in status "on-hold", depending whether or not a certain field is filled in. This works perfectly. However: when creating or editing a ticket, it does not show the dialogbox for when to re-open the ticket: Is it possible to get this to pop-up when using form-rules, because now they will stay in on-hold indefinitely...
Create a ticket from a solution
As we start populating the solutions, I want my Helpdesk techs to search and use them as well when taking calls. This is especially useful for new hires to the Helpdesk. When they find a solution, I'd love for there to be a - create request option. This would essentially carry over the subject, category, and resolution. This would still allow us to add sub-category if needed, along with a brief description. Granted, you can search solutions once the ticket is created, but this feels like an added
Adding Owner to a Solution (comments disappear)
When entering a solution, the comments are disappearing. I've tried both just a Save and a Save and Approve. In either case, whatever is typed in the comments is gone when I edit the solution again. They show in the history, shouldn't they stay in the comments section as well? if not, can I add a small notes section or a field? I'm trying to assign the solution to an owner/group.
Priority Matrix.
Can you bring Impact and Urgency into SDP OnDemand, to auto calculate the priority? Without that we're left to assign priority ourselves, or give it to the users (which they all select highest priority)
Create a priority with no SLA
I would like to create an SLA (or two actually) that don't have an SLA attached to them. For example a Priority of 5 - Vendor. These are for incidents that have been moved on or opened up with a vendor. When this is selected I don't want there to be an SLA attached to it. Is it possible to do this? At first I didn't put anything in the SLA field, thinks this would mean none. Wrong, we were getting dinged right away for that. I then knocked it up to one year. This calculated fine, but I was told two
What's Coming Up Next in ServiceDesk Plus OnDemand - Setup Configurations ReVaMp!
Dear SDP OnDemand-Users, We are in the process of revamping and regrouping the configurations items in the Setup/Admin page of ServiceDesk Plus OnDemand. Configurations items are regrouped as Organization Settings & ServiceDesk Configurations. Organisation Settings will be made accessible/configurable to Organization Admin/In-Charge who need not be a technician in ServiceDesk. i.e Requester can setup/configure configurations items under "Organisation Settings" and a technician login is spared for
WorkLog Timer do not Stop
Hello, Some times WorkLog Timer stops , but some times I can's stop it. Why is this behavior? Thx
Form rules not working as intended
A small test on my part: I created two additional fields for the 'Default Request' template: 'PO nr', 'PO send date'. These fields are not shown on the form initially. Next i created a form rule, that stated: "show fields 'PO nr', 'PO send date' when 'category' is 'purchase'". When i start a new request, set the category on "purchase", no fields become visible. I tried a bunch of other things, but nothing seems to work on my part. If you guys want to check this out, via Teamviewer please, which speeds
Email Command Fails to Update
So I have been trying to get email commands to work to update custom field in a ticket that would be a reply from a vendor with the tracking# for a part order. But it does not work Subject: Requester 955 [RequestID: ##407##] @@SDP@@ Now I have tried numerous differences in the body field but it simply just adds it as a conversation to the ticket and never updates the field in question. Examples below on what I have used. ------ @@OPERATION=EDIT_REQUEST@@ @@WORKORDERID=407@@ @@UDF_LONG1=1234@@ -----
Can we edit the home page that shows for requesters?
Is it possible to edit the main home page that requesters see when they log onto SDP? I like that they can see their open tickets, and most recent service requests and solutions. However, it would be great if I could add links to sites on our network (SharePoint). Maybe something along the right or left side of the screen. If there isn't a way to do this, what is your best recommendation to work around this?
What's new in SDP isn't up to date
Site is currently only showing up to July 20 and I know changes were just released this week. https://www.manageengine.com/products/service-desk/whats-new.html
Setting the value of an additional field when ticket is created based on category/subcategory
I can't seem to figure out how I set the value of an additional field when a ticket is created based on the category/sub-category. We are using this for both the operations and development side of it. We have an additional field that is used to track if a ticket is an operations or development ticket. I'd like to be able to set that automatically with some of our category/sub-category combinations.
Important: Static IP Address for Mail Communication and Scheduled Maintenance
Dear Users, As part of our annual infrastructure maintenance, we will be upgrading our US data center infrastructure from September 2nd 2017 to September 10th 2017. While we carry out this upgrade, SDP OnDemand service and all Zoho services will continue to be operational. Customers who use their organization's mailbox would have configured their firewalls & white listed a set of 10 IP addresses to communicate with the ServiceDesk Plus OnDemand application accessed through https://sdpondemand.manageengine.com/ i.e ServiceDesk
ServiceDesk Plus OnDemand Enhancements
Dear Users, We have released an updated today with a bunch of enhancements : Asset Enhancements Adding assets by scanning the barcodes Generating barcode to efficiently track and manage assets Scan : Support SNMP V3 Microsoft SCCM Integration - import of SCCM asset data Asset Owner auto suggest - Based on last logged-in user, show owner suggestions and bulk assign owner Also ability to exclude devices during scan RTL support for locales Arabic & Hebrew Microsoft Office Connector Card Integration
Important: Static IP Address for Mail Communication
Dear Users, ServiceDesk Plus On-Demand currently uses the following static IP addresses to send and receive mails: 74.201.84.80 74.201.152.59 74.201.154.214 165.254.168.201 216.52.72.54 204.141.32.54 We are expanding our infrastructure and will now be adding few more IP addresses. We request our customers who use their organization's mailbox to communicate with the application and have configured their firewalls, to make the following changes to your firewall configuration. Please add the 4 new
What's Coming Up Next in ServiceDesk Plus OnDemand !
Dear SDP OnDemand Users, Features in pipeline to be released in subsequent releases of ServiceDesk Plus OnDemand are Asset Enhancements, Field & Form Rules, Solution Enhancements, etc and below is the list of detailed features & behavior changes: Features : · Assets Adding assets by scanning the barcodes Generating barcode to efficiently track and manage assets Scan : Support SNMP V3 Microsoft SCCM Integration - import of SCCM asset data Asset Owner auto suggest
Integrate SDP on Demand with Jira
Hi We have SDP on demand and we need to integrate SDP with Jira, but there is a chance that I can configure the SDP on demand like SDP on premise installation? or there is a hidden portal that I can use to do that? or there is a place that I can upload our developed integration files to the SDP on demand?. Thanks in advance. Best Regards Fernando Reyes R.
We’re ending support for Internet Explorer 9 and 10
Hi Users, For ServiceDesk Plus On-Demand to offer an experience better than traditional software, we need to exploit new capabilities offered by modern browsers. The Web is ever changing and old technologies can become a drag on our quest to keep the application fresh and young. In order that we continue focusing on offering a modern user experience for our customers, it is imperative that we move on to support newer technologies that legacy browsers do not support. We will start to gradually phase
Sweet32-birthday-attack-on-64-bit-block-cipher-withdrawal-of-3des-cipher-support
We always try to provide utmost security and privacy to our users and here is one such instance. This is about removing weak and insecure ways to access our platform and strengthening it based on industry standard recommendations from time to time. 3DES, a 64-bit block cipher, is one of the algorithms used for encryption. These block ciphers, with short block size, are vulnerable to a type of cryptographic attack, known as the Birthday Attack. In order to protect our customers from this vulnerability, all
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