Ticket Numbering
Is there a way to change the ticket numbering to start at a higher number, say 1000? Thanks, Paul.
Solutions Attachments
My techs are able to view attachments attached to a solution however none of my requesters' are able to see that there is an attachment. Requester can view the solution with no issue but does not see the attachment that is part of the solution. Is this a setting that I can adjust to give them visibility to attachments?
Switching users to 0365 SSO
If we have users that have historically submitted a ticket via email, this in turn has created them a user account with that email account. If we move to Office 365, and try to import the users from Azure which happen to have the same email address what will happen? Will the accounts be merged transparently? Thanks
Automatic status change
Hello, is there a way in Servicedesk Plus on Demand to change a status of a ticket after a period of time? For example, If a technician puts a call on hold and does not schedule a change manually, is there a way for this to be done by the system and then send a notification? Ideally, I would like requests that have been on hold for a period of three days when there has not been any update to then send a notification and change the status.
Change to Requester's Home Screen - Customize
This is the current home screen when our end users (requesters) first log in to the service desk portal – is it possible to modify these fields? (please see attached screen shot) For example – change “Create an Incident” tab or “Create a Service Request” tab to what we want them to say? or Add an extra tab with my own title? OR Can I change what screen mt requesters first see when logging in? For example – instead of this screen they go directly to the Template Categories screen? Any assistance
Unmerging Multiple Requests in Service Desk Plus Cloud
Hi, Ive had an issue where a technician has merged multiple requests by accident which has created 127requests in 1 job! and there is no where I can find to restore or unmerge the requests, if I manually unmerge one of the requests it splits as a new request and loses the notes on the original job as they remains on the new merged request, has anyone had this issue and been able to find a solution this is critical and I cant get through to support.. Please help... Thanks In advance
Request - Allow requesters to have mutliple email addresses
This feature exists on the on-premise version but not on the cloud version
Un-Merging Multiple Requests - SD Plus Cloud
Hi, Ive had an issue where a technician has merged multiple requests by accident which has created 127requests in 1 job! and there is no where I can find to restore or unmerge the requests, if I manually unmerge one of the requests it splits as a new request and loses the notes on the original job as they remains on the new merged request, has anyone had this issue and been able to find a solution this is critical and I cant get through to support.. Thanks In advance
Whats the best way to setup auto assign by site
We currently have three sites and I would like to have the service desk to auto assign tickets to a tech at each site. EXP. any tickets from Site A are auto assign to the Tech that sits at Site A. Thanks for your help!
Deleting a Technician Group
I'm trying to delete one of our technician groups since that department was closed down. When I do, I get the following error message: 'Group is being used by a module. Hence cannot be deleted' Why does it not tell me which module it is being used by? Which modules could it possibly be? Do I have to go through and check all of them? Anyone else had this?...
SDP Ondemand - enabling Customers to log an issue
Hi, I have SDP Ondemand but I can't for the life of me work out how to enable a potential customer to be able to log an issue? My Admin URL is xyz.sdpondemand.manageengine.com (where zyx is my company name) but that is "login screen" only. Where would a customer log an issue? Any help would be greatly appreciated.
SLA Timer not starting
Hi All, I have followed the SDP guide on setting up SLA's within SDP Online however when i log a test ticket it doesn't start any kind of time it just says "Due in" and the clocks don't reduce, Any ideas?
Pre-approved change
Hi If we are setting up a workflow for pre-approved changes (aka Standard), is it possible to define what changes are pre-approved? Ideally, if the change requester chooses a Change type of "Pre-approved", they would only be able to select the ones defined. I'm looking in SD+ On Demand. Cheers
Feature Request custom view headings
We have migrated from on-premise to cloud based application. It would be nice to be to have different column headings for custom views. Specific example, I created a custom view for all "Resolved" requests. When I add the column heading Resolved time to this view, it shows up on all the other views, including the Open Requests. The open view will only show "open" requests, so it won't have a resolved time in it. I would like to see it gone on my open requests.
No technician with org admin privilege assigned
Hello: I need to add more technicians to SDP Ondemmand but I am recieving the message "You need organization admin privileges to add new user with login permissions". I've checked on the technicians list and no one has the blue star. I'll appreciate your help on this. Regards.
auto suggest feature
is there a way to turn on the auto suggest feature for new incidents, similar to the on-premise version of SDP?
Manage engine free version can we use in cloud
How to use manage engine 5 technician free version in cloud.
How do you do a Bulk Country change in Your User Profiles in ServiceDesk Plus Cloud?
Hello SD+ Community! We are from Brazil and we are starting to use ServiceDesk Plus Cloud (SaaS version of SDP). To see SD+ Cloud in our Language (Brazilian Portuguese), we need to access ESM Directory >> Users >> and set: Country to "Brazil" and Language to "português" If we just set language to "português", our users see everything in Portugal-Portuguese and no Brazilian-Portuguese. So... The little secret to put in our language is set Country too. But, if we select all users and click in "Edit"
Adding User custom fields
Hi, I'm using trial version (30 days) on Cloud; I didn't find the way to add User custom fileds. Is this due to the version I am using? Will this feature allowed in on cluod version (no trial)?
Automatic field change
Hello I am trying to automtically set the value in a field in a incident request. I have a template called Services with the additional fields Cost and Revenue and I want to automatically calculate the field Profit. I am not able to do it in the SDP on Demand version. In the local version of SDP I used a script on Form rules section of the template but I can't find where to right a script and where to place it on the on Demand version. Help would be appreciated. I attached a picture of where the
Where to run SQL Queries?
Hi everyone, I've been searching how to export categories to an csv file (anything so I don't spend vast amounts of time manually typing out everything) and there have been several replies stating to run SQL queries. That's great! The only problem I'm having is, where do I run SQL queries? I only have a web interface to work rather than a server with SQL and SDP installed so I would think that it's not possible to run SQL queries... but hey, thought I'll ask. Regards, Byron
Regarding Provisioning App
What are the firewall ports required for Provisioning App to communicate with sdpondemand server?
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.
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