Attachment disabled when replying user request
I have implemented the Service Desk system to my company for around 3 weeks. When replying a request, it was able for me to attach a file. However, I found the button of attaching files disappeared these two days. I wonder if the max limit of storage has been exceeded. Does anyone know what is going on for this situation? What is the storage limit? And how I can remove the old attachments in the system. Many thanks!
Selecting "Not Assigned" as a Technician - Custom View
We have just migrated to the new on demand Service Desk Plus - and I am trying to recreate a custom view from the old On Prem SD+. What I want is a view that will show all calls assigned to me, and any new calls that have not been assigned yet. In the old SD+ I had the option to select "not assigned" which would achieve this purpose, but this does not seem to be available in the on demand service. Any ideas? TIA Trent
Load Balancing
Hello, Good afternoon! Currently we use the resource "Load Balancing" for assignment of requests to technicians. However, requests are always assigned the same technicians for long period, after a while the requests are all attributed to other technicians, even all technicians having the same number of requests. Sometimes, the technician receives over 30 requests while others technicians are only 6 ~ 8 requests and none new request. How the resource "Load Balancing" distribute the requests? Thanks!
Request templates do not apply
Hi, When I go to edit existing ticket and want to apply the template - this only changes the description and not priority, category, impact etc. Is this a known issue? We are using the system at call centre and they simply have no time to go through each bit one by one. This works fine when I create a new incident but not when editing newly created from email Please help
Change Asset Product Type
Is there a way to change the product type for an asset that is not of type "workstation" or "server"? We'd like to create a new product type and transfer one or more existing assets into the new product type. I know we can change the product type for a workstation (ex. change it to a server), but I do not see a way to do this with our own product type names. Ex. We want to create "Firewalls" as a product type and changes several existing "Routers" product type assets to a Firewall. There is no
CMDB Cloud Functionality
When will the SDP Cloud version support the same CMDB functionality as found in SDP On-Premise? Ex. CI and relationship management diagram as shown here: https://www.manageengine.com/products/service-desk/itil-cmdb.html?dwnftr
Login Name
Dear All, We have group email, that is 1 email address is used by 10 people. Now each user should have their logins in ManageEngine. While registering users, the system is taking the email address as login name. Is it possible to use another field instead of email for login name? On the login page, I can see email/phone. But the login name is disabled preventing me from adding a value there. Kindly help. Thank you. BR, MG
Error while saving the requestor details"
We are having the same issue as outlined below. How can a free customer go about having this changed. Thanks Error while saving the requestor details" in OnDemand-Service Desk Plus • General • 13 Mar 2015 I am receiving this error whenever I try to "enable login to requestor[s]", or "enable login for this technician". I have deleted the person and re-added, and that works just fine. But still the same problem even after re-creating. 1 Reply Replies: (2) ServiceDesk Plus On-Demand SupportTeamEmployee
Disable automatic invite email to new requesters?
I am currently just testing this software out. I would like to create a bunch of requesters based on people in our organization, create a bunch of test work orders, and then try the various program options for handling those work orders. But apparently for every requester I create, it is emailing those people to join. I'm not ready to say "HERE WE ARE EVERYONE!!! JOIN US NOW!!!"
User Acknowledgement when incident is closed
Dear All, Our requesters need to acknowledge when his/her incident is closed. So far I am getting only a confirmation message to the technician whether the user has acknowledged or not. Whether the technician clicks yes or no, the incident can still be closed. Is it possible to force the requester to acknowledge the closure of an incident before same can be closed? That is a technician cannot close an incident unless the requester has acknowledged closure? Thank you. Kind Regards, MG
Migrate Requests from On Premise to On Demand
I've searched in the forums but can't find the steps to export on premise requests and import them into on demand. I'm just looking for the csv format that the file needs to be in - what columns etc. Any help would be great.
what
what's changed? got notice
convert site
Can the cloud site be converted to a local instance? Say a local install has a few additional features that will be helpful, but the cloud site is already configured, can everything be moved from cloud to local?
Is there any way of flagging requests for VIPs/Test users?
I was hoping to create a view of requests for each of these types so they can be tracked and highlighted as needed It would be nice if you could flag users for different classes and then have rules based on these (especially if you could create these flags based on AD group membership). But if there is anyway this could be done with the current setup I would be very happy
ServiceDesk Plus on deman REST API with VB.Net
I'm trying to develop a small web application with VB .net ASP. I got authkey from link. But GetResponse always returns error 400 bad request. Can somebody suggest what's wrong with my code? strID is request ID. Dim sData As String Dim request As WebRequest = WebRequest.Create("http://sdpondemand.manageengine.com/api/json/request/" & strID) Dim myProxy As New WebProxy("xxxxxxx", 8080) myProxy.BypassProxyOnLocal = True request.Proxy = myProxy request.Method
Reduce the Change ID String
Hi, We've just started to use the change module in ServiceDesk Plus On'Demand. The automatically generated Change ID is very long and hasn't started in sequence, ie '882000002047899' Is there anyway that we can reduce the number of digits used in this ID, and also reset the counter? Thanks! Neil
New version
Guys, I've gotten notice that a new version was deployed of SDPOndemand. Probably What's New page has yet to be updated? With regards, Sven
Custom Query Report
I'd like to be able to create a custom query report against my Servicedesk plus on demand instance. Is that possible? I'm keen to query the Description (conversation) but its not a field that is exposed when using the report builder
Feature comparison between SDP OnDemand with Normal SDP (Hosted at customer site)
Hi, Would like to explore this option as we (Malaysia ME Distributor) have some prospect really interested to subscribe this cloud Service Desk. We would like to know the SDP build number currently used for SDP On-Demand. Also, assuming SDP launch the major service-pack/hotfix, how long the On Demand based SDP to catch up? Please let us know. Thanks.
Disabling worklog on resolution template
Hi, 1. How can I disable worklog on resolution templates? 2. What features in reporting do I lose if I disable worklog? Thanks Vinay
Multiple organizations
Hello ME, Would just like to ask if it's possible for one zoho user to be technician in multiple organizations/multiple instances? Using the same email. Thanks! Regards, Era
API - UnAssign
Hi, How can I unassign for example a subCategory,group,Technician from a request using the API Sending in an Empty string seem not to unassign so possibly you might same me some time :) Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center http://www.vlink.is/scp V-Technician for Service Desk http://www.vlink.is/sdp
API Images / Outlook add-in
Hi, We have been developing a product called V-Technician for Service Desk Plus and use their API Now we have finished implementing the same functionality for Service Desk On-Demand and that work very well except for two issues/limitations 1. When is request is fetched the id returned is the local id for example 799 and there seems to be no way to retrieve the global id 95000084392 that would be useful for example to divert the the user to the SDP On-Demand portal to access the request. 2. Support
Fetch all Requests per status - Rest API
payLoad = { 'scope': 'sdpodapi', 'authtoken': 'aacf987a0c0e5768e5bf28db656f43b6', 'OPERATION_NAME': 'GET_REQUESTS', 'INPUT_DATA': '{operation:{Details:{FILTERBY:All_Requests,FROM:1,LIMIT:1000,STATUS:Closed}}}' } I'm trying to get all request with status closed using Fetch All Request API Even though i have indicated STATUS:Closed in the INPUT_DATA. it still returns all result regardless of status.
Max request per API call
It is indicated in the Fetch all Request API documentation that there is a 100 maximum request per api call. but what if i have more than 100 rows of records. how can I make sure that I'm getting all the data?
Is there a way to always notify multiple requester when a new request is created?
An example request, when a Supply Chain request comes into service desk I want multiple email addresses to be notified of a new request for Supply Chain. Currently the only way to do this is request anybody creating a request manually enter it in the "emails to notify". Quite often they forgot and the other requesters that would like a notification of a new request do not receive it. I'm looking for a way to always notify a specific group of people when a request is created for that department. I
Is there a way to disallow a requester from replying to a request with a closed status?
We often find requester commented/replying in service desk to closed tickets. In some cases there is no technician assigned because the request was deemed invalid or there maybe a technician assigned in other cases. In either scenario the responses are missed because we don't look at closed requests that often. It would be nice to make requests with a status of closed or maybe even resolved read only to the requester, is this possible? Erick
Development on SDP Ondemand - stalled?
Guys, I've just noticed that since 20 april 2016 (more than 2 months now), nothing has happened on SDPOndemand whatsoever... something going on? It's not that there isn't any room for improvement, as the forums here suggest, there's plenty of room to continuously improve the SDPOndemand application. I'd especially like to see to keep the pace going of the ondemand version versus the on-premises version. I've noticed the SDP on-premises version has gotten quite a bit of updates and fixes in April,
SD On Demand - notifications for request type change
When a technician changes a requests "request type" I need to have service desk send out an email notification to the requester. I have been unable to do this with a notification or business rules but this becomes a major communication problem for our sequesters to not get this notification. The impact is we use different requests types to define how it goes through our IT workflow and a change has a huge impact on the time frame a request is processed. Is there a way to notify the requester when
Forwarding of email does not give details like sender, date, time, subject and description as that of outlook
When we forward an email in the conversation list of a request, does not show the forwarded email sender, date, time,subject and mail body details as seen in outlook
SLA by business hours?
So is there a way to create an SLA for two different time periods? So during the Day (normal business hours) have the SLA with a Response period of 1-hr, and Resolution @30-days. And also have an SLA that after hours might be like a Response period of 4-hr, and resolution @30-days. Same site, same client. Thanks -Damian
Unable to enable login to requesters
When we check the enable login for users. We are receiving an error while saving the requester details. If we make any other changes to the user it will save the record. We are supposed to have unlimited users for our account so we are not sure why this is happening. Thank You, Mary Radi Hegira Programs, Inc.
Tasks & Templates & Incidents....?
Howdy, I'm having trouble understanding how Tasks and Task Templates work. Here's what I would like to do, but I just don't know if this is possible: I would like to create some Tasks for things like New Employee Setups. These tasks would be things like Create an AD account, Assign a phone extension, Deploy a Laptop, etc I was hoping I could create a Task Template or Task Group that would contain all the tasks that go together. Then, when a ticket comes in that we hired a new person, I would somehow
Chrome Notifications Popups
Chrome notifications for new incidents would be very useful and helpful. How hard would this be to implement?
Technicanis should only have access to specific views
Hi We have an IT department and now the DevOps want to use the helpdesk system as well. 1) is there any way to split the tickets that if its a Dev issue then it should go into a different view and IT shouldnt see it (should be split from IT tickets) 2) and when the Devs login to the system they should only see their tickets and not the IT tickets? Thank you
How long does the free website managedesk on demand plus keep reporting information?
Thx In Advance Nico
Questions About SDP On Demand
Hello team, Hope you all are having a great day. In regards of the solution SDP Professional on demand, I have some questions I hope you can all help resolve. 1. Is the monthly subscription available for 12 technicians? Or the only slab available after 10 technicians is buying the 20 technicians slab? 2. Is the customer wishes to buy the remote control add on, is the concurrent price ($29) for the total amount of nodes? or should the customer purchase individual add on license per node? 3. I have
Issue about API to create request
hi. I am trying create a script to create request using API. After some hours trying developer this script, I get success to connect token and send a http post, but I am receiving this return: <operation name="ADD_REQUEST"> <result> <status>Failed</status> <message>POST_ONLY_URL</message> <error_code>4001</error_code> </result> </operation> This is my http request code: https://sdpondemand.manageengine.com/api/request?authtoken=9f8aa34fb5f647d1e9dcbcb015192f63&Scope=sdpodapi&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<?xml
Creating a new request using API with add_request
hi.. I am trying configure our monitoring system to create request automatically, so I configure a bash script in Linux to do this. In this script I wrote: curl --user <userlogin>:<userpassword> https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi This part is working fine. My problem is related with second part: Wagners-MacBook-Pro:~ wagnerpinheiro$ curl -d "OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER: Monitoramento Zabbix,SUBJECT: [Notificação Automática
Creating request using API with slash in description
Hi... I am trying create a request using API and curl. In description field, request will have slash "/" and it is possible have other like :, \ like "C:\ does not have space"" But, if I use special caracteres I get error to create request. curl -d "scope=sdpodapi&authtoken=afa32af4d010a910ed524526d99d8b99&OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER:Monitoramento Zabbix, SUBJECT:Notificação Automática - DeployIT, REQUESTTEMPLATE:ZABBIX_NOTIFICACAO_AUTOMATICA, DESCRIPTION:C:\
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