Email Command Parsing: "Due Date" fieldname?
Hello All! I'd like to use email commands to set the due date of a ticket. It would look something like this: @@REQUESTTYPE=Incident@@ @@OPERATION=AddRequest@@ @@DUEDATE=dd MMM yyyy, HH:MM:SS@@ {then some more fields...} What I am looking for is the correct word/fieldname to replaced the underlined text. (I don't think it is called "DUEDATE"). I couldn't find the right word; I've looked at the email command section of the Mail Server Settings page and have looked at other questions in the forum as
SDPOndemand - Looking forwards
Hello guys, Is there any progression being made in SDPOndemand in terms of future development? Since 06/2016 things have been eerily quiet. There have been enhancements and improvements, but these are rather minor in comparison with the progression SDP on-premises has made in the same timeframe. Instead of some minor enhancements (datetime changes, project templates additional fields for templates, dashboard cust, credential library, ... not saying these changes were not needed... but...) i would
Requester Notifications - Ack. new request Question
I have "Acknowledge Requester by Email when a new request is received" enabled. Which is perfect for when we create a request. However, when I complete the request while they are on the phone or via email (FCR) and mark the call immediately closed, I'd rather they didn't get an email at this time. I think they should only get a ticket if the request stays open. Is there a way to change this?
Ability to edit Reply Template Subject & Send of email in a reply
I've been editing some of our replies. I've noticed that the RE: with request ID ## show up in the reply line. I'd like to edit this but according to the attached screen shot, it has been prefixed to the reply template subject. Where can I edit this? I created a new template, and when that one is selected it overwrites that, but I can't get it to remove from the default template. Also - can I change who the sender is of the email? I'd rather it show coming from the assigned technician, not the
SDP On Demand - Worklog Types
Hi all, Is there a way currently to create Worklog Types when entering worklogs? This would be helpful to drive certain monthly reports that we require. Currently I am relying on beginning all worklogs with a specific text, but it would be helpful if worklog types are an option. Is this possible currently (and I may have missed it)? Thanks in advance. Regards, Brent
Auto Assign
When tickets are created from our home page "Create Incident" I only allow requesters to enter in a Subject and Description. Because of this the Category is set to Not Assigned. I'd like to create a rule based on this "Not Assigned" to assign the request to a group. Is there a way to do this?
What's New in SDP Site - not up to date?
I noticed that the What's New in SDP site went back to March 2's updates yesterday and no longer shows the updates made to the Dashboard and the more recent updates in May. Did something change or was anything backed out? https://www.manageengine.com/products/service-desk/whats-new.html Just wondering.
Any way to brand ServiceDesk Plus Cloud with Standard Edition?
We are using the free Standard Edition of ServiceDesk Plus Cloud and would like to add our logo or at least our company name to the end-user portal. Is there any way to do this with the Standard Edition of the Cloud? Thanks!
How can we integrate site24x7 with SDP
Hi All, We are tying to create a ticket in SDPondemand for the alarms in site24x7?? Do we have any options?? If yes how can we do this?? Thanks in advance
Using Related Fields on Forms
Is there a way (in either the Incident or Service Category templates for me to create linked fields. As an example, think about Categories. If I select PC, I have certain linked Sub-Categories. I'd like to create some fields in our Service Category (Service Requests) templates. If a person selects a PC type, I'd like to link two fields together. Say a person has a drop down list with: New Laptop, Old Laptop, inventory. If they pick Old Laptop, I want a certain list to show up of model. Same
OnDemand Scans and Bit Locker
Will loading Bit Locker on our PCs have any affect on our daily scans that we run? Not sure, but figured it was worth running by you guys. Thank you, Josh
Service Catalog - SDP - On Demand
Is the Service Catalog available in Service Desk Plus OnDemand? I don't see it as an option and am thinking it's only available within the On Premise version? Can you please clarify this? I've checked under Self-Service Portal and am not seeing anything listed there either. Thank you, Josh
Solutions - Creating Link to Local Share
I'm starting to create our solutions and would like to create a link to a local share. There are files I need them to run if they select this solution. Normally I can use file://server/folder to do this from within Internet Explorer. However, when creating link within the solution it automatically appends the http:// that I don't want in there. Is there any way around this?
SSL For OnDemand SDP
Is there documentation on how to add a wildcard cert to our instance to eliminate the SSL warnings?
Does OnDemand-Service Desk Plus integrate with Outlook 365 ?
We currently have Outlook365 and are wanting to purchase OnDemand-SDP but want to make sure OnDemand-SDP integrates with Outlook365. Thanks! Jim
Does Service Desk Plus OnDemand (cloud) integration with Office 365
I see documentation about On-Premise settings for Outlook 365, but just want to make sure OnDemand supports Office 365. And if so, can you point me to the documentation? Thanks in advance.
Category/Sub-Category/Item - Tied to Request or Incident
I'm testing your product... Is there a way to tie specific items to either a Request or Incident so that the list of categories/sub-categories/items displayed are filtered based on the ticket being a request or incident? Thanks
Incident templates - Everyone can see them?
Maybe you have some suggestions. What's the best solution to limiting what site technicians can see what Incident templates? Right now any Technician can view any Incident template. There are permissions for Technicians. but does not limit access to specific Incident Templates. Incident Templates are not even secured by site. Securing by site might solve my problem. So does anyone have a workaround? thanks in advance. -Damian
How to Create Notification Rule Based on Due Date
Dear Friends, Could you please help me, how to create a notification rule based on due date. As per our requirement, we cant use SLAs as each ticket having its own due date. basically, I should able to notify the technician by email and sms before due date and manager after due date Regards, Satish
Chat Technicians
Hello, How can I remove admin user from being Live chat support rep? Thanks in advance.
Creating a custom notification
I'm looking for a way to create an email notification when the following happens: 5 separate tickets are generated for a given "Site" within a 30 day period. Would there currently be any way of doing this?
Service Ticket Follow-up
When a service ticket is opened by emailing support (sdp-ondemand-support@manageengine.com) is there a way to view the ticket status? We are normally sent a ticket number, so just wondering what the method was to see the status without always sending emails. Thank you.
Computer loaners
Hello, Is there a way to setup a group of laptops in SDOD as loaners and have the ability to check them out to users as needed? I thought in Service Desk Plus there was a section in assets that would allow this. Thanks Colby
Connect an item from drop down menu to the next field in the incident template
I have another question about the Incident Template I am building. For instance, it is mandatory for all users to pick "Program location" from drop down menu: Program 1, Program 2, Program 3 and Other. Is there any way to connect an item from drop down menu to the next field? I want to bind "Other" to the next template field ("If other, specify" single line text) Plus, I need only one of those 2 ("Program location" , "if other, please specify") items to be mandatory, not both of them simultaneously.
Features questions
Sorry guys for bugging you all the time, but I have a bunch of new questions: 1) Is there any option or plan to implement "pick multiple items from the list" in incident template additional field? For instance, the ticket template for adding printers to user's workstation. I want user to pick up 3-4 printers from the list. 2) Also, I've noticed that there is a Maximum additional fields allowed number. How can I increase it? We need way more for the templates we are building. 3) Correct me if I am
maximal amount Requester?
Dear Support, are there any max amount of Requester can be imported from domain? i seems cannot add requester more than 200 users.
Pop-Up windows before submitting a ticket
Hi, Are there any options to configure a pop-up windows for user before submitting a ticket? For instance, user is submitting the ticket for the incident which could be resolved by the user. Pop-up windows will contain some brief "how to" or a link to a solution webpage. After reading this pop-up, user decides not to submit the ticket. That could save a lot of time for help desk team.
How do I create a CSR for SDP On demand?
Hello, we have a setup with Microsoft SSO, we have a certificate on our ADFS server and it's working fine. How do I import a certificate in SDP on demand? There is no menu I can find to do the CSR. Thank you. Guillaume.
SAML question
Is it possible to make the SAML integration using Metadata xml files?
Active Directory (AD) OnDemand Integration
I have a couple questions in regards to AD and integration with OnDemand. Which solution is recommended and why? Using AD FS 3.0 or Provisioning App Is SSO an option if Azure is not being used, or is this the only way SSO will work? With AD integration, can you use your AD userid to log on or is it just email when logging onto OnDemand? What options does AD sync with if using AD FS? I noticed that the Provisioning App only brings over: Name, Email, Phone, Mobile, Site, Dept, and Job titles. Is
Cascading List ( Child List-box will be filtered by selected parent value)
Hi, I have been already look into previous answer regarding with Cascading List-box in forum. https://forums.manageengine.com/topic/cascading-pick-lists But, The answer was as to on-premise version. I have been just using trial cloud version. There is no appropriate menu within current cloud version, the menu in which you provided solution at forum previously. Best Regards
SCCM and SDP
I have read about the connector into SCCM, but am wondering is that just for SDP and not SDP OnDemand? If there is a connector for SDP On Demand, could you please direct me to that documentation? Thank you
User Account Management Automation
Good Morning, I am currently in trial with SD+ On Demand (Cloud Hosted) evaluating its fit for use within my organisation. One objective we are trying to reach is the automation of account creations, deletions and extensions. Microsoft's System Center Service Manager allows for the above to be done via a series of runbooks and powershell scripts, is there anyway that the ManageEngine products can also achieve the same? Essentially, what we envision is as follows; * HR submit information on a new
Scan this System - IE vs. Chrome
I've noticed that if I sign into SDP within IE, I can see the "Scan this system" icon. When I sign in with Chrome, I do not see the icon. I didn't initiate it as I wasn't sure what it would import and where. 1 - Since I'm OnDemand, should I see it at all? 2 - What would I get with this, and would it overwrite anything I would bring into the system? I have a "test" site I created as I don't want to bring anything or mess anything up in our Production system when we are working on that - but it's
Automatically sending mail to requester when request is closed
Hi there! We just set up our OnDemand SDP, all works fine. Receiving mails, sending them. But now we have the issue to notify the requester that the case has been closed. We'd like to get him mailed with a short reply to his ticket with Resulution closed and the Resolution, the engineer has added to the request before. But no setting could be found to get this mail to be sent. Any ideas? BTW. Replying to the requester works fine. Stefan
E-mail Command: Date/Time field
Good day Can you please give the date/time format when using the e-mail command. I’m want to auto fill the field Created Date and a custom field UDF_DATE1, which is a Date/Timefield configured in the Additional Fields section. Thank you for the feedback. Greetings Jimmy
How to change device type for asset?
I don't see any options for this.
HyperLink to Custom View
Is it possible to generate a hyperlink to a custom view of requests? For example, if I create a custom view for Open requests where the department is "xyz" the URL still shows ......\WOListView.do . I want to get a URL that will take me directly to that view regardless of what view I had previously selected. The purpose of this is so that we can add that link to a document management system we use to manage other documentation for that department and we want to be able to link directly from that
Solutions in SDP
Is there a way on how to make some of my solutions available in public? So that some of our users can see it even if they are not using the portal.
Change of email address in error messages
Hi How do we modify the email address that is used in the below message box? This is the error that occurs when a user who has been added to our domain but hasn't yet had an account created gets when they attempt to log into SDP On-Demand. The person that this email address refers to has since left the company and we can't see anywhere within SDP that her email address appears.
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