Ability to move a sub-category to a different category
How do you have move a sub category to a different category? It is grayed out and I can't change it in Helpdesk->Category.
Error when converting a technician to a requestor
What is the correct way to convert a technician to a requestor? I am getting an error message when I do that.
SOC Documents
We are evaluating both the on premise and hosted SDP solution. For the hosted solution, we would need to obtain the SAAE16 document. Please let me know what the process is to request this.
SDP Ondemand Cloud - mailsettings
Hello, We just activated our Servicedesk Plus on demand cloud (enterprise edition). I have a few questions about the setup of the software. First question, is there a user manual/setup guide for the in-production version of SDP cloud ? Second question, is it possible to push email requests to SDP instead of fetching email using pop connectors ? The actual way to get email requests would mean to open POP port 110 which we don't want to unless we IP addresses from Manage Engine. Basically, I don't
Mobile App settings
Is there a guide to setup the mobile app? I tried using the sdpondemand url and it doesn't work or does it not work with ondemand? Thanks.
Change Tag for the tickets
Hello, But default the ServiceDesk On Demand uses the tag ## on the tickets "Re: [Request ID :##$RequestId##]" What we need to do to change this tag for ** for example '"Re: [Request ID :**$RequestId**]" We already change all the reply templates and notifications, there's anything more that we need to do? -- Tainã Rodrigues
Variable for email signature
I need to add the technician e-mail signature in the request response template. How do I do that?
SDP Online - Translations
Hello guys, 2 more really odd translations "Toegangspunten" should just be called "Access Points"; "Schakelaars" should just be called "Switches"; This is way more correct then the literal translations done here. In Dutch we call access points, just access points, and switches are just switches
Unable to assign department to a new user
Hi, I have created a new site and a new department. When creating a new user, I am able to select the newly created site. But when I do that I am no longer able to select the new department I just created. It appears I can either assign site or department but not both. Can you please let me know how to assign a department to a site and then ultimately both to a user? Thanks Vinay
SDP OnDemand API problem: attachment successfully added mut missing from Request
Hello, I'm using the REST web service API of ServiceDesk Plus OnDemand to create requests. I also use the API to upload attachments after the request is created. My problem is that even though I receive a success message stating that the attachment was successfully created, it does not appear when I view the request. URL: https://XXX.sdpondemand.manageengine.com/api/json/request/25/attach?authtoken=4dbc3150d5b4b3595d9cc4f0a47d5d3c&scope=sdpodapi&OPERATION_NAME=ADD_ATTACHMENT HTTP header field: Name:
SDP Online - Access Points being IT-assets?
Hey guys, Scratching my head here. I noticed that Access Points are being regarded as IT assets... Is this correct? In our opinion, they should be classified as IT components instead of IT assets. I have more then 400 access points (and growing) connected to wifi controllers. Not to mention the licensing impact this has on SDP online if someone classifies AP's as such. Or am i wrong here?
Performance Problem
We are, at this moment, experiencing extreme performance problems with the OnDemand product. All other Internet navigation appears to be fine so I have to assume the problem is on ManageEngine's side. Can anyone confirm or deny this? Thanks, Tom
Evaluating SDP Online - Questions
Guys, We are evaluating SDP online for numerous reasons. We have a few questions and a simple request: The 'free' version is really free? I mean: suppose i implement 5 technicians. Over time this surely will generate some storage on you side, not to mention the resources needed to keep this online all the time, etc... I'd rather pay for it, even for the free version We do not need Project Management nor do we need Asset Management. What we could use though, is contract management. We are however
View tickets CC'd on
Is there a way to allow users who were Carbon copied on tickets to be able to view those tickets? Also, is it possible to allow Regions to be another security level above sites? So that multiple sites can be added to a region and then assign the Region to a user so that the user can see all tickets assigned to that Region? Right now, Region doesn't seem to do anything.
Scheduled report export straight to csv
Hi, I'd like to know if there is any method to export scheduled reports straight to csv. As a user of the web client I can only find an option to send reports to a given email address. However, I need to import the CSV to different system and therefore an email attachment won't do the trick. The data exporting feature won't work either since it has to be done manually every time. Thank you!
Notifications only for requests via email
Hi, is there a way to stop SDP on demand from sending notifications to a requester when the request is manually created by a technician because the request was placed over the phone? For instance if the request mode is "phone call" no notifications are sent. Thanks, Pierugo Mazzaccheri
Why can't I create Query Reports?
Running SDP On-Demand, and I have all the power...
Customer Feedback
Hi, Is there a feature in ServiceDesk for customer feedback and how can I enabled and use it. Thanks, Leo
Asset History
Hi Is there any way you guys can add in the asset module some work history fields i.e. a printer needs service; so we will be able to 1)put in a date field 2)description of the work that was done 3) which vendor 4) cost and finally maybe a link to the request and PO that was created to fix the printer. Thank you
Change Requester using Comercial Rules or Similar Tools
Hello, We have an integration between a mobile tool, with ON-Demand Manage Engine, but the from sender from e-mail is the same. We have make a default customization in the subject from e-mail, and we can use this customization to set rules. It's possible? Rgs,
cancel a request approval
Hi How can i cancel an approval once i configure the approval stages for a Service Request, I tried every option and it doesnt let you (once you click save configuration) Thank you
Rest API
I notice that a Full-Fledged REST API for all modules has been in planning for about a year now - is there any progress on this? API functionality for a cloud based application is very important. If you have any further information on when the REST APIs might be available?
Administrative Rights
I want to give my Helpdesk manager access to create the ticketing system and modification but I do not want him to be able to modify the user access or see the other modules I might buy like the Purchase Ordering or other modules. Thanks Ken
How can I assign remote control permission to an account?
Please help! Thanks,
Assign Tasks via Round Robin
Hello, I am wondering if there's a way to enable auto-assign of tasks in a round-robin fashion, similar to the way incidents are auto-assigned. If this is not a feature currently do you know if it has been requested as a feature?
On-Demand Backup
Is there a way to backup the On-Demand database? (I do see export, but there are no records to export).
When a requester replies to an email how can they add additional email addresses?
For example a requester creates and incident and the technician sends a reply. The requester then wants to reply but include another email address. There is no "To" field available or anyway for them to include another email address from what I can tell. Is this a possibility now by changing a setting and if so which setting? Thanks, Erick G.
Notification Rules for Requests
Greetings, Is there a way to notify technicians based on request priority? Now, technicians are notified by email for all new requests. It would be very helpful to us if, instead, we could have ManageEngine send a text message to all technicians when a new request is submitted at "Urgent" priority. I realize that we can have technicians notified by text whenever a new request is created; that is not what we want. We'd like our normal email notifications to continue for all requests other than urgent
Allow Requester To Enable/Disable Predefined Tasks
Is it possible to give requesters the ability to view (and check/uncheck) associated tasks that are associated with any given Incident Template (the same way that technicians are able to)? The idea is something like this: A New Employee request could have two additional tasks associated with it: 1. Email account required 2. POS account required. Depending on the user case, the requester would have the ability to check either (or both) of those tasks, which on submission, these would be routed to
Resubmit an approval after it was rejected
Hi We have that we send IT approvals to our supervisor and sometime due to lack of information he will deny the request, After we go talk to him verbally then he says we can go ahead but on the request its still Denied. Is there any way that we can submit an approval again after it was denied so we can have the process come up as approved? Thanks as always
MangeEngine : ServiceDesk Plus backup and restore method
Hi Support team, Due to my managers wanna ensure that we can give helpdesk service to our client smoothly. so, Could you please provide the information about backup and restore method when we encounter to system fail or something make the system need to restore back. we need to know how can we confident to get the system back to normal in case main system of ServiceDesk Plus happen something wrong. Company : Sritranggroup (STA) my email : noppadolb@sritranggroup.com Best
Additional Fields for Sites
We would like to set a 'Support Expiry Date' field for each site we support and be able to report on this - e.g. each month run a report 'Sites expiring this month'. You can't add additional fields to Site in the standard (free) On Demand, but does this functionality exist in the Professional or Enterprise versions?
SAML Support for Windows Server 2012
Any chance of supporting 2012 AD? I know I can use a third party product, but I was hoping to be able to use the built in capabilities of 2012.
Android App - Service Desk Hosted Solution
My company subscribes to the hosted service desk solution. My question is does the hosted solution allow users to also use the iOS or Android mobile applications for service desk plus? I've tried to login to the application and I cannot gain access. I know you offer a localized version of service desk and I'm wondering if that's the only way to gain access to Service Desk via the mobile application? Thank you, Erick
Solutions page
Is it possible in SDP on-demand to make the solutions page public? As in a user could view the page without logging into the self service portal?
SAML ADFS with windows 2012
Hi I want to configure SAML external authentication for SDP OnDemand with windows 2012 Do you have certified the process for ADFS 2.1 or ADFS 3.0
Sites do not show up in the Available Sites box.
I'm trying to assign a technician to a specific site. The available site box is empty. In the Associate site, it has "Not in any site". Is this a restiction with SDP On-Demand or is at a different issue? I have created multiple sites.
Creating Reports on Assets and Users
How can I create reports based on Assets and Users to show their associations or relationships? For example, I'd like to identify which Users have assigned workstation and monitor assets? Thanks in advance.
Different Portal for different sites
Hi Our company has facilities in countries with different languages and different technician groups. It is possible to configure different Portal for different sites pointing to the specific sites Forms? Thank you Julio
Only Category on specific Site
How can i create a Category/Sub Category/Item that is only for a specific site? I setup multiple site but we only want the requester to see these specific categories when they open an incident. thanks.
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