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.
Query report summary Type - Resolved Time
How come Resolved Time doesn't show up in Summary Type? Actually, my goal is to find out the average resolved time (time elapsed from open status to RESOLVED). can anyone help? thanks
Sites and Departments
I don't fully understand the relationship between sites and departments. When I add an asset I can either a department or a site but not both. Can I add a department to a site or a site to a department?
Custom Notifications?
Hello all, I searched the forums but couldn't find a definite answer to this. We are setting up some notifications for our SDP OnDemand and noticed there was a custom triggers option for SDP. I wasn't able to locate it in OnDemand. Is this feature available in OnDemand or is it currently limited to SDP? Thanks! Jason McGhee
SDP OnDemand Outage?
Hi - several of our clients have recently reported issues with SDP OnDemand. I am guessing that there is currently an issue/outage? We are based in New Zealand. Note- they are also logging requests via the help desk.
Task Associated Request
Is it possable to have more than one Associated Request attached to a task?
What's new?
Hey guys, SDPOndemand apparently updated. What's new? Regards, Sven
Require a Technician before request resolution / closure
Is there a setting available to enforce a technician to be assigned before marking a request as resolved or closed? We often have requests get marked as resolved or closed without a technician being assigned. This creates numerous problems and requires looking at history to see who marked it as resolved/closed. Thank you, Erick
How to fetch technician based service requests using rest call?
Hi, I am using service desk manage engine api for quite a long time now. I have a requirement to show requests based on TECHNICIAN name. I am able to retrieve All Requests using below url. https://sdpondemand.manageengine.com/api/json/request?OPERATION_NAME=GET_REQUESTS&authtoken=authToken&scope=sdpodapi&INPUT_DATA={'operation':{'Details':{'from':'0','limit':'50','filterby':'All_Requests'}}}. Now I need to filter those requests based on TECHNICIAN name. Can anyone help me. Please give me an idea.
Request it does not fall under your permitted scope. so you are not authorized to update the same
Requester 1 CC Requester 2 on the ticket but Requester 2 is not able to view the ticket details: she received : Request it does not fall under your permitted scope. so you are not authorized to update the same Is there a way that Requester 2 view the ticket details via portal?
Request for information
Dear Support , Kindly provide a list of the differences of below two methods : 1- ServiceDesk installed on Cloud (AWS, Azure, … etc) which will include all features 2- ServiceDesk On-Demand (Hosted with ManageEngine) CMDB Feature has a lot of limitations
Message: POST_ONLY_URL
Hello, <operation name="GET_REQUESTS"> <result> <status>Failed</status> <message>POST_ONLY_URL</message> <error_code>4001</error_code> </result> </operation> https://sdpondemand.manageengine.com/api/request?scope=sdpodapi&authtoken=mytoken&OPERATION_NAME=GET_REQUESTS Does anyone know how to solve this?
Possibility of customizing purchase order
Hi, Is there a way that we could add new fields or remove / re-name any existing fields to the Purchase Order? Regards Hirantha
help desk cloud
can u transfer my on-premise ver. to cloud ver.
Reply Templates and $RequesterName
Hello, Are there any functions available that can be used on Content Variables (such as $RequesterName) to get only the first part of the variable. In our default reply template; we use at the beginning of the mail "Hi $RequesterName," Which translates to "Hi John Smith," (if John Smith was the requester) Which is very formal. We are sending replies to people we know and work with all the time - I would like to just have the first name in the reply, rather than first and last name. Currently we
Create work log / task for Asset without creating an Incident
We do preventative maintenance on some of our assets such as software updates and firmware updates. It would be nice if we could add work logs or task to the assets themselves without creating a 'Incident Request'. Is this functionality available? If not, is it something that might be possible to add? Thanks, Liam
Modify Dashboard
Hello All, We are using the free version of OnDemand-Service Deskplus. We have added an additional dropdown field in all our templates and we would like to show requests based on this field on the dashboard. Is it possible to modify the dashboard to include this report? I have searched the forum but none of the solutions worked. Thank you. KR, Manjula
Field and Forms Rules
Hi there, Is there any alternative option for me to control fields and form in Servicedesk Plus On Demand as the option of Field and Form Rules are not available? Regards, Jo
Request Template with an outgoing Email
Good morning, I have looked around in SD at business rules etc to see if it would be possible to send out an email to the "E-mail Id(s) To Notify" list when the request is created. My Scenario is this: A technician gets a call about a recurring issue After the call they send out an email to a group of people letting them know that the issue happened. The email contains the address for SD as well so it gets recorded What I want to do is to create a request/incident template in SD that can act as the
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