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We are noticing that tickets that have been archived are no longer accessible via our API call.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.
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
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