SSO Integration with Microsoft Azure
Dear all, I would like to integrate my Helpdesk ManageEngine On Demand instance with Microsoft Azure Active Directory to enable Single Sign On. I have been able to find the steps to do the integration with On-Premises Active Directory here: http://ondemand.manageengine.com/service-desk/ad-sso-integration.html, but I couldn't find anything on how to do the integration with Azure. Help?
How to pickup warranty expiry date with SDP Cloud
Is there a way to have SDP Cloud pickup the warranty expiry date from Dell & Lenovo units?
Allowing Technicians to Modify Change Status in Change Request
Hello, In our organization we were wondering if its possible to allow technicians who are not the Change Requester or Change Owner to progress the stage and status of a Change Request? For example If I created a Change Request and would like my colleague progress it to the next stage. Thank you for the assistance. Sincerely, Neil
Report of Requests That Have Been Reopened Through Email
Hello, I was wondering if there is a way to create a custom report that would allow our organization to view all requests that have been reopened through email by the requester responding to the request closure email. I greatly appreciate the help. Thanks! Sincerely, Neil
Automatic calculation of Estimated Hours and Actual Hours on Projects with Deluge
Hi, I have asked to support about the implementation of the automatic calc of Estimated and Actual hours in projects (that I think it's a basic feature) but this feature is missing ang also not going to be implemented soon. So, my question is: will it be possible to implement it with scheduled scrirpt on Deluge? Like, for every project, find every milestones/tasks and sum up the worklog and the estimated hours and report it back on relative fields of the project? Thanks Manuel
Differences between IT and non-IT assets
What are all of the differences between IT and non-IT assets? What additional functionality do you get when something is classified as an "IT asset"? The help file doesn't really talk about it.
Is there a way to have all notes/replys expanded in conversations
Is there a way to have the conversations always expanded? Currently only the most recent note/reply is expanded and depending on the issue there may be multiple updates and it becomes a tedious task to uncollapse each note/reply in order to view it.
Dashboard changes
Hi I have a technician who is unable to change a widget from a line chart to a bar chart. Is there a permission setting which I am missing?
Problem with Priority/Priority Matrix for Changes and Problems
Hello, I believe there is a bug in how impact, urgency, priority, and the priority matrix were created. If the administrator sets the priority matrix according to impact and urgency, only incidents and service requests follow the rules dictated by the priority matrix. Changes, problems, and any other request does not follow the rules dictated by the priority matrix. The priority matrix setup tab doesn't explicitly state anywhere that the priority matrix rules only apply to incident and service requests
First Response
When a new email arrives, a call is automatically created but unassigned with only the Subject, description and requester fields completed. At that point a technician edits the call to add a priority, impact, assign to a technician etc. Is there any way at that point to automatically set the 1st response or add a note which would set the 1st response? Maybe using a custom function?
Business Rule
Hi, I can't seem to get this Business Rule working. When a new request arrives, and the To-address is sapsupport@****.com, I want the Group to be set to "SAP", but nothing happens. What could be wrong?
Manageengine service desk plus integration with 3rd party app
Dears, My client wants to integrate Manageengine service desk plus with 3rd party app (IBM Resilient SOAR platform) . he wants to trigger action from Manageengine to create incident on Resilient based on specific criteria . For me I can write the code which will create incident in Resilient as a python code. My questions are: where should i put my code in ManageEngine ? how can i define the criteria to trigger my code ? criteria may be critical tickets opened on Manageengine or by admin order.
SDP Cloud vs SDP On-Premises question
Hi All, I have viewed that there are some difference on SDP cloud and SDP On-Premises. I did not understand the following features why only available in On-Premises and may you elaborate more on the feature: Only available in on-premises: “Request Management: Request sharing with end users and agents” What is the meaning of end-users and agents? Is it the user not in a requester or technician role in SDP?
Asset Management via SDPODAPI
I've been fighting with the API documentation found here: https://api-sdpondemand.wiki.zoho.com/ And finally was able to submit requests via the API, but the documentation completely omits how to add/edit/remove assets (servers, workstations, etc.) via the API, and that is a crucial task that's been assigned for me to figure out. Is it even possible to add/edit/remove assets with the Service Desk Plus On Demand APIs? If not, the customer we're implementing this for, who specifically wanted this product
ServiceDesk Plus Standard Free Edition Cloud or On Premise
Is the ServiceDesk Plus standard free edition, is this cloud or on premise for the free version or do you have a choice of the 2? I tried Cloud put its put me on the enterprise trial. Thanks
Service Plus Cloud platform - integrate AD server
HI All, Wanna ask if our client look for SDP cloud version and want to integrate AD server to SDP cloud version. Any pre-requisite they need to do in their AD server or their firewall? and instead of using download provision app, any other method can integrate AD server to SDP?
Attachment Size Limit for Requests and Solutions
Hello, I was wondering what the size limit is on file attachments for both requests and solutions in ServiceDesk Plus Cloud? Also, is it possible to change the size limit? Thank you.
Ability to Keep Existing UI When New Update Goes Live
Hello, I had a question regarding future updates to ServiceDesk Plus Cloud. I noticed recently they released a new UI beta version. Being that we set up SDP with the current old UI, when the official release of this new UI goes live along with any future UI changes, will we be able to keep the current older UI? Will there be an option to switch between the two even once the final version is released? I think it would be quite confusing to rapidly switch our entire organization over to the new UI
Automating Azure AD User Import?
Hey all, Has anyone found a way to automate the importing of users from Azure AD to SDP Cloud, or directly to the ESM Directory, as Requesters? Needing to do this manually is rather annoying, so I'm hoping that it's something someone else has been able to figure out
Using SDP+ with E-mails (reloaded)
Hi All, I'd like to reinitiate the discussion on this issue, and also if possible, get an update from the Zoho team about the progress in related feature requests, for eample, as discussed here: https://pitstop.manageengine.com/portal/community/topic/sharing-ticket-conversation-update-with-group-members I understand that SDP+ was designed to be mainly used via the GUI, and that makes perfect sense to me. However, there are several notable cases where using E-mails still makes sense, and i think the
Workflow for Request
Hi, We have a requirement for a process to follow when a certain request is raised, firstly the request needs to be automatically assigned to a certain person, then once they have completed their task, the request is assigned to another person, then once they have completed their task it goes for final approval. Is there a possibility to build a workflow to automate these tasks in this service request? Thanks Tom
Delete core objects in ServiceDesk Plus Cloud
I see that there are default core objects in SD and I want to delete them but it will not let us. I am the owner of the instance and it will not let me. Keeps saying its tied to another source but I cannot find where. Is there an easy way to delete default objects?
Problem template status field
Hey is it possible to set form template status field value of our choice currently it by default value take is open i want to change that value on form load . Please suggest a way to do that
Set Standard Subject in SDP CLoud
I would like to know how I can have a Service Desk template that asks for certain information NAME, COMPUTER_NUMBER, etc. and then upon Submit it changes the subject line to something like: Subject: NAME has been assigned computer number: COMPUTER_NUMBER That way, all requests made by that Service Request Template all have the same subject format as well. I did this with Execute Script in form rules with On-Prem, but can't figure out how to do this in the cloud. Thanks,
Dashboard Widget - Requests by Group
I love the new dashboard layout and widgets to create your own. This is working out well for us. However, I've noticed that I don't have a widget to sort "Requests by Group". This would come in really handy for us since I assign tickets by group to most area. Thank you.
View Tasks and Requests on One Screen
Is there a way to see both the requests and tasks that are assigned to you on one screen? Unless I am missing it, my team and I have to check under requests and tasks to see what is assigned.
SDP and Email filtering
Is anyone using the ServiceDesk Plus hosted version with any email content filtering apps like Barracuda, or Mimecast. I would like to hear how you got around the email configuration of the appliance not connecting.
Requesters Close or Resolve their own tickets?
It is possible for a Requester to close or mark Resolved their own request? I've given them edit access of the Status field. However, when creating a request the only option is Open - which I guess makes sense. However, what if a person fixes the issue on their own, and no longer needs the request? I can't seem to find the right access to allow this, unless they are a technician.
[SOLVED] Project gantt should use custom views
I'm trying to figure out how to make use of custom views for the project list when in Gantt view. This would be of great benefit to me as I have around 30 projects in my IT division which then fall under 5 smaller teams that I manage. I have a custom view for each team so I can see just the projects in the list for that team. However, switching to Gantt view is not very helpful as it appears to just show projects for all IT divisions under it and I must manually select all the projects I want to
Switch from on-premise to cloud
Hello sdp - Team, we`re thinking about switching from our on-premise Installation to your Cloud-Installation. How is the procedure there and whats about the costs? We`re currently using a Standard Version. Thank you.
Setup API Connector with Dell Boomi
Hi there, I am quite new to this API integration thing. I'd like someone to connect with my machine to help me setup the api connector with Dell Boomi. I've followed the instruction on: https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#introduction However, I'm running into multiple roadblocks. I've gathered all the information required (I think) but I don't know where to put some of the information. I would appreciate someone to reach out to me and helping me to
Email ID's to notify including conversations
Is there a way to have the email ID to notify to be notified or cc:ed for conversations and not just for when a request is created, resolved or closed?
Help with Archiving old requests
I am trying to set up Archiving. I've set it to archive Closed Only, Closed over 1 year ago. So we have heaps of tickets that can archive. But nothing Archives. Am I supposed to set a schedule somewhere. The Help says... "Click on Save button to save the configurations. The archiving process starts at the specified time and repeats after every mentioned period." I'm not sure what it means by "Specified Time". I have not seen anything anywhere that allows me to specify a start and repeat time.
Error while adding the requester details
Unable to add new requester, encountered the following error:
Issue adding a request via API with Python
Hello, I am trying to add a request in ManageEngine (cloud version) via API using Python. The error I get is below: {'response_status': {'messages': [{'status_code': 4001, 'field': 'input_data', 'type': 'failed', 'message': 'Value not present for input_data'}], 'status': 'failed'}} The python code I am using is below: import requests import json URL = 'https://sdpondemand.manageengine.com/app/<my_portal_name>/api/v3/requests' headers = { 'Accept': 'application/vnd.manageengine.sdp.v3+json',
Include thread
Hi, On the mobile app, when replying to a ticket there is a ticket box that says "include Thread" but I can't find this on the desktop version. Am I just missing it or is it not possible?
Migrate to SDP On Demand
I've been trying out SDP On Demand for a while. We currently run the on-premise version, is there really no way to migrate data, especially requests to from our on-premise to On Demand?
ServiceDesk Plus On Demand API V3 - Error with adding attachment to Request
Hi, I have a problem with adding attachments to requests using the API V3. The attachment seems to be uploaded (status code 200), but it does not appear on the Request screen. It is important that: This is with ME SDP On Demand. When ME SDP On Demand used the earlier API, I could successfully attach files to a Request. Authentication is fine, I can create a request using the API. I suspect that the problem is that (according to the documentation https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-attachment-to-a-request),
SDP Cloud using one custom field across all modules
How do I make a custom field available across all modules? I created a Location pick-list field with the names of all buildings in the list. I need this to be available across all modules.
[SDP Cloud] Request "On hold" to "Resolved" after X days
Hello Support. We need ServiceDesk Plus Cloud to change automatically the request status from the "On hold" status to "Resolved" after "X" days after the "On hold" ticket has been established. This is an example of what we need: The technician receives a ticket. The technician responds via email to requester and sets the status "On hold" ticket. The user never responds to the requested information. If the user does not respond in less than 5 days, we need the ticket to automatically pass from the
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