Purchase approval workflow
I'm trying to replicate a purchase approval workflow I created years ago. SDPOD has changed so much that I no longer know how to do it. I need it so that when a user submits a ticket for a purchase, I can initiate a purchasing workflow that sends an email notification to their manager. The manager will get an email where they can click yes or no in the email or linked to a page to click yes or no. Then I can be notified of the approval status. How would I go about accomplishing this?
SDP ondemand - what happens to my user accounts if i enable AD sync?
Hi All, i was just wondering, if i enable AD sync on SDP ondemand what will happen to the current use accounts? will they simply sync together or will the users have to have completely new account info ? many thanks Russ
What remote desktop software can incorporated with SD on demand
remote operation.
API: what format for UDF_DATE?
Hi, what format should we use to ad the current date to a new incident that we add with the api? We tried "dd MMM yyyy, HH:mm:ss" but we always get a date in the 1970's as a result.
SLA Reports - 'Delayed by' time
Hi, See attached screen shot. I'd like to get the 'delayed by' time of an SLA into a report. How do I do this? I only see options to show total resolution time. Thanks Bridget
Can someone please supply an example email for filtering to request templates?!
I know that you can do it, last time I asked for help I was sent to a link explaining that you can do it. I just need a specific example email of commands that I can kind of copy to filter requests. Thank you!
SDP On Demand Integration with Application Manager
I have Manage Engine Application Manager running on premises and have an account on sdpondemand.manageengine.com . Currently I have enabled email for incoming and outgoing configured on sdpondemand.manageengine.com. Right now, its creating tickets for all alerts that's generated from App Mgr, even if its a cleared notification of an existing alert. This is creating duplicate tickets instaed of updating the same. How to automatically create a ticket and append the same ticket in future mail communications
Trigger on sending e-mail
Hello guys, Wondering about a scenario, but cannot find if this would be possible. Is it possible to: - With e-mail forward or e-mail reply in a ticket (on the actual send), to automatically set the ticket on hold for 7 days (so it re-appears after 7 days)? Is this possible please? Would be awesome.
SDP Attachments
Is anyone experiencing issues adding attachments into SDP On Demand? Unable to do so with Google Chrome or Safari. First noticed today. Thanks!
Barcoding
Has anyone done through SDOD yet? if so what do you recommend, for printing the labels, what labels did you use, how hard was it to use once done. I am looking for a better way to track our assets and barcoding is included with the software. Any thoughts would be great. Colby
Auto technician assign
How do you keep tickets from being assigned to a technician while at lunch? Is there a way to configure lunches or do they jest need to sign out to ensure that they do not get assigned a ticket? I am worried that critical tickets will get assigned to techs while away from there desk. Colby
Terms of Service Access Request
What is this actually granting access to?
What's Next - SDPOndemand
Hello guys, The last year we have seen a whole lot of changes to SDPOndemand - all in all: a good progression is made. Currently looking at the Roadmap @https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html makes me wonder what is coming up next now? What i'm looking at now is a strict list of bigger and smaller changes/additions/improvements, but what is the vision of ME in regards to SDPOndemand for let's say year 2018? Various things could be happening ( just some examples):
Import requests to SD on Demamnd and not all the data filtered through, conversations and attachments are missing.
Hi All Please assist: I have exported all requests from SDPlus and imported them to SDonDemand but not all the information is there, ticket number is there but the conversations and attachments are not there. This is urgent please assist how do I export the conversations so that I can import them to SDonDemand?
Import Conversations
Hi Dimetrius Please assist on how to export conversations on SDPlus I want to import them to SDonDemand.
Customization SDP
Good Morning I would like to know if it is possible to do some kind of control of hours of a given contract used by customers through the SDP. The idea is that when you reach the number of hours that the customer has contracted, it is not allowed to open a new call, or that a message is sent to the technician who will make the call so that it can go to our sales department. Is it possible to do this type of customization using the free modules or through the acquisition of an advanced module of the
Starting Ticket Number in SDPOndemand
Is there a way to have our ticket numbering start at 30000?
exporting requests/tickets from SDPlus to SD on demand
Hi Dimetrius Please assist here, we are moving from SDPlus to SD on demand and we would like to export all the requests/tickets to SD on demand.
Reply to tickets via email
Hi, just wondering if there is a way I can reply to a ticket based on keywords in it's subject, as opposed to the ID number. Thanks! Levi
Iphone App
Anyone having any problems with the app unexpectedly quitting when trying to save an asset on iPhones. The app does not do it with my iPad.
JSON API Calls
We are currently using an application that uses C# to make web requests to the Requests API. We are now trying to use the same framework to pull data from other objects such as Admin, Notes, etc, and our json calls are not working. For requests we are making the following calls: to https://sdpondemand.manageengine.com/api/json/request/ passing in AuthToken, Scope, Operation and Input Data and it successfully returns data. So looking at the API Documentation, we changed up the request to match the
Archive tickets and API
We are noticing that tickets that have been archived are no longer accessible via our API call. Does anyone know of a way to still access archive tickets in the cloud via the API? Thank you!
Empty Response for adding new request using postman
Hi all, i am training to add a new request in to my cloud service desk plus from postman using REST protocol, by following steps in below link. https://api-sdpondemand.wiki.zoho.com/Add-request.html/ but i am getting null as response and no request get created. for your reference i attached postman request screenshot. Thanks in advance..
ADD_ATTACHMENT issue---the request was rejected because no multipart boundary was found
hi all, i am training to add an attachment to existing request from postman. i am getting below error. { "operation": { "result": { "error_code": 4001, "message": "the request was rejected because no multipart boundary was found", "status": "Failed" }, "name": "ADD_ATTACHMENT" } } up to now i haven't faced this issue with postman in the process of working with other tools. please help me to fix the issue. for your reference i attached
Can'e see customize self-service portal button
Hello, I am currently trialing manageengine as we are considering using it for our helpdesk. One of the things I'm looking to test is changing how the self-service portal looks when a user logs on. When I look this up all answers say there is a button under the self-service portal settings for it but there is no button there. Is this a version issue? How do I customise the self-service portal? Regards, Hazel
REST API-- POST_ONLY_URL issue
hi all, i am trying to get 'Request' data from my cloud Service-desk Plus demo version to Postman using REST API by following steps given in below link. https://api-sdpondemand.wiki.zoho.com/View-Request.html i am getting below error. { "operation": { "result": { "error_code": 4001, "message": "POST_ONLY_URL", "status": "Failed" }, "name": "GET_REQUEST" } } for your reference i attached postman request screenshot. please help me
Email Formatting
Is it possible to have some email notifications be Rich Text format and others plain text, ie say your making a Reply Template can you set that specific template to be Rich text or plain text? The reason being is our retail stores email system does not support Rich Text formatting but rich text formatting is needed for other forms of notifications that are internal since the corporate email system does support rich text formatting.
Additional Field - Multi-line Textbox
Is there no way to make the text box bigger? It makes it rather difficult to input data or read data in it if there is more than 2 lines inputted without having to use the scroll bars.
Technician on vacation
When do people do when a technician is on vacation/holiday/sickness? The challenge I have had in the past is when a technician is away and requester replies to a closed ticket or even an open one and notification goes to the technician, but of course, they are not there. I wondered whether this is any capability with OD-SD to manage/redirect SD messages to another technician/ email address?
OnDemand Clear Data / Start Over
Is there a way to clear all data and start over with the cloud version?
Documentation
Is there any updated documentation, such as an admin guide, for On-Demand ServiceDesk Plus?
Service desk plus - languages
Hi! I see on the website that ServiceDesk plus has a Danish language interface, but i can't find it in the cloud version!, Is it only in the on prem. ServiceDesk plus we can use Danish language in the interface???
Import Users from Active Directory
IS it possible to sync the Requestors with Actiev Directory on OnDemand Service Desk PLus ?
Email Notification to Requester rules based on mail group.
Hi, We're using Service Desk Plus Cloud and we are using 5 different Organization groups each receiving requests through their own mail group (mailbox). 1. Is it possible to have different notification email templates for requester, depending to which group they send the request to? 2. Is it possible to turn off automatic notification to requester for just for one Group while the others keep sending notifications upon creating a request?
Assign software/licenses to users instead of assets
Hello, We are evaluating OnDemand Service Desk Plus and I'm unable to find how we can track software and/or licenses in use by our employees and external consultants. I did find how to add a software/license and create a relationship with the asset (computer). However quite often the device/computer that runs the software is not known or in the case of a SaaS only license like Salesforce, there's no relationship between the asset (computer) and the software/license. Is it possible to assign the software
Free Seminar Series - End Point Management
Join us for our free seminars in the Bay Area, Los Angeles, and Dallas this July! These seminars will focus on enterprise mobility and endpoint management and help you learn how to adapt to a dynamic, mobile workforce and increase productivity with the latest mobile, server, and desktop management trends and techniques. We'll also talk about integrating with ServiceDesk Plus, patch management, OS and software deployment, asset management, remote control, and more (and have plenty of food and drinks
API in SD+ on demmand
Hello, I got a requirement from users to create the survey directly on the email sent, Is there any API that we can connect to to accomplish this or any other method you would recommend to accomplish user request? Users are really interested in have the survey directly in the email instead of having to open an url and still conserve the reporting features, etc. Another question Is it possible to connect to the DB that on demmand version uses? Thanks in advance for your assistance.
App not working
Hi, We have the cloud version of ServiceDesk Plus. I am trying to set up the app and get it working. I have put in the server which is our custom domain but it's saying could not connect to the server. Why might this be? I have tried the demo account and that works. Thanks, Vijay
View my own open requests as a technician
As a technician if I select View My Open Requests it shows all open requests assigned to me - fair enough. However, what if I as the technician have open requests - I am the requester. Granted I can do a search on all Open Requests and just search on my name, but is there an option in the drop down menu for this instead, for us as technicians? Nothing is jumping out at me, but that's happened before where I've over looked something simple. As always, thanks for the help.
Can an asset be associated with a purchase order?
Can an asset be associated with a purchase order in ServiceDesk Plus? I can't find a way to do it.
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