Creating Category specific to a 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.
ServiceDesk Plus Ondemand and the iPhone App
Does the iphone app support logging into the Servicedesk Plus hosted solution?
Embed the Chat Portal not working
Regarding the embedded script for the Chat Portal. The following script does not seem to be working on our District Web site www.d401.k12.id.us 1. Is it the correct script? 2. Is that specfic way we need to embed it? <script type="text/javascript">var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://livedesk.zoho.com/support.sdplive40991364/float.ls?embedname=tcsd401";t=d.getElementsByTagName("head")[0];t.parentNode.insertBefore(s,t);</script>
SDOD creating Department Heads
I have created Departments to represent various buildings on campus. I am trying to assign Department Heads. The names of the Department Head is in the Requester list. However, when I try to assign a name to the Department the name list is blank. I type in the first few letters (I have even typed the entire name) and the list is coming up blank. How do I create Department Heads?
AD Sync with hosted ServiceDesk Plus
just turned on SAML and pretty solid however noticing a few things... one item is that the sync util they provide is meant to be manual and not automated and doesn't really update user data...is there a better option? such as LDAPS in or maybe FIM like scenerio?
Domain verification not working
Hi have tried to verify my domain (so I can use a friendly URL) uing both ways (cname and HTML) but neither of them work. aspencorporatehealth.com.au/zohoverify/verifyforzoho.html does exist - but verification fails Please help
Error with login
Hi We have AD Integration with single sign on (ADFS) and when I try to go to the service desk plus on demand URL for our company I get the following error (see attachment). Please assist ASAP.
Can i add estimate hours to the task?
Hello - I need to add estimated hours to the task. Is it possible to do that? Regards,
Pulling a report for PO module
We recently migrated over to On Demand from Service desk Plus. My issue is I have a report that I pulled in Service Desk Plus that pulls the PO Number, the PO link and the PO Name - below is my sql statement SELECT PURCHASEORDER.POCUSTOMID "PO Number", PURCHASEORDER.PONAME "PO Name", ('http://helpdesk.charmingcharlie.com:8080/PurchaseOrder.do?module=view&poID=' + CAST(PURCHASEORDER.PURCHASEORDERID AS VARCHAR)) "Link" FROM PURCHASEORDER How do I do this query in On Demand Thanks Gunnar
Service Desk Plus onDemand
Is there a way to automatically email the manager of a user when the user opens a request and also when IT closes/resolves it? I have multiple "sites" that I am using as the locations of each company, I would like a manager field to associate the manager to that site, then each time someone from that site enters a ticket the manager is notified. Also when the request is closed they are notified. Is there a working solution or should this go to feature request? Thanks
Importing Asset information
I see one can import a CSV file for assets in Service Desk on Demand. Is there a template that has the needed column headers and numbers format available?
Using email templates for ticket generation
Hi everyone, I am looking into how to use formatted emails sent from staff to automatically create tickets with assigned tasks. For example for a new user request, a staff member opens the email template, fills in the required information, and send it. The email is picked up and parsed into a ticket in this case labelled New User Request and prefills fields and tasks based on the information parsed from the email. Any help would be appreciated.
Adding users/requestors
Is there a way to add the users/requestors myself? I do not have AD FS, nor SAML. I would like to import from a CSV but setup username and password for each so the end user does not have to create a ZOHO account. Is this possible or do the users have to create a ZOHO account to sign in? I have several domains on google for work but we have not migrated their email accounts from the old server to google for work domain. Any suggestions or recommendations? Thanks
Add emailed in Description to notification emails
Is it possible to add the message body (ie: description) to notification emails? We've done this with previous ticketing systems and would like this ability. Thanks
New Hire / Onboarding process with SDP On-Demand
Please tell me if SDP On-Demand can be customized to perform this type of request. We need to know if it is possible to build out the work-flow. If not possible, please provide alternatives based on the work-flow. Work-flow 1. Phase 1 a. Hiring Manager provides some prerequisite questions b. Submit to HR i. SDP will route this request to an HR-Group and notify HR members in that group 2. Phase 2 a. HR
Asset Form
Hi So when we add an asset to SDP on demand, we would like to add addition fields, especially when adding Non-IT assets. Are we able to customise/modify this form? Cheers Chris
Out of Office and Auto Reply
Is there a way to not allow these types of emails from coming into SDP On-Demand?
Technician as a requestor
It seems that technician's cant be requestors (web form). When a technician tries to raise a request they get the following Is this a feature or is there a way a technician can rise an incident/request? Cheers Chris
Mail and new incidents
Good morning, I have a problem in ServiceDesk Plus and OnDemand. I have configured to receive mail from my clients and thereby automatically create an incident. The problem I have is that if the mail is answered, the system creates a new incident. You should not put the new mail should such additional information created earlier incident? As I can solve this problem ?. Thank you.
Deleting Messages
Why is it that, as a Technician, I can delete the messages posted by Users, but I cannot delete my own messages?
Requester add attachment to existing request?
It seems once a request is created, it is not possible for the requester to add an attachment to the existing request. Am I missing some setting as this feature is in SDP but not On-Demand?
Unable to enable login to requesters
I am on ManageEngine On Demand. I am no longer able to enable login to some newly added requesters. I get a "Exception occurred when enable login to requester". If I edit the specific requester and then try to enable login I get the error "Error while saving requester details". I have a total of 13 technicians and 211 requesters. All 13 technicians and about 190 requesters have their login enabled. The remaining requesters I am unable to enable login.
Provisioning App returning 500 Internal Server Error
For the past 24 hours I have been unable to provision any users using the Provisioning App. The app itself returns an error "Failed : API102: Error occured" and if I check the logs I can see ther eis a 500 internal server error being returned. Are there some issues with the web services at the moment? Has anyone else experienced this?
Apple App no longer gives notifications
When I first installed the app on my iPhone I got notifications every time a ticket was put in. For the past few weeks, I have not been getting any notifications. I am using version 4.3.3. Please help, I miss the notifications.
Calender Sync with office365 / Zoho calender
Hello, I have sync my Zoho calender with my office 365 calender. I accpect this will be also sync with SDP on Demand calender / task list. Thanks for you support in advance
auto escalation to predefined group
Hello, I have a question about automatically escalation procedure. We have setup SDP for different regions, each region has different groups of technicians, - 1stline. Solve problems remotely or via phone. With escalation option to 2nd line - 2nd line. More skilled people. Solve problems by phone/ remote or hardware replacment - Subcontractor. To take cases in absent of 2nd line and fix problems onside. The scenario I am locking for is: The first line technician escalate a
Requester Reply Template
Is there a way to modify the reply template that is given to the requester when they attempt to reply in an incident within the web browser? I know how to do this for the technician but am not seeing this anywhere for the requesters. Thanks.
Export Archived Requests
Hello, We're using the on-demand version of Manage Engine and we have some broken sites and departments that we can't delete. We have since identified these cannot be deleted due to the fact they're linked to old archived requests. The only way for us to clean-up the sites and departments is to delete the archived requests. We don't want to loose the requests though as they are required for auditing purposes. Is there a way the archived requests can be exported to a separate database so we can delete
Custom view - My Open + Group unassigned
Morning, Trying to create a view which includes My Open Calls + Unassigned calls for All Groups except 1 (ie Group IS NOT). So far have tried this: Group IS NOT "Unwanted group" AND Technician IS EMPTY OR Technician IS "ME" AND Request Status IS NOT "Closed" Which gives me my calls, but ALL unassigned. I think I really need an "Assigned To" field that can contain "Unassigned", but there isn't one... Thanks, John.
Best way to include other users on a request.
What is the best way to add additional users to a request so they receive email updates on the status of a request. For example, if a store manager creates a request I want to include the area manager in those updates on the request. Is there an automation I should create or possibly a group? These are not technicians we are dealing with but additional users I would want to add as almost a "cc'd" recipient. Thank you ahead of time for your help. -Russ
"Error while saving the requestor details"
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.
New Incident Template
Hi, We would like to get rid of the Default New Incident Template. It's confusing our users and rendering our Incident Templates useless. How can I remove, or at least disable, the Default New Incident Template? Thanks, Tom
Delete a Reply
Hello, Is there a way to delete one of my own replies (I'm a Technician) after it's been sent? I have a bad habit of replying before I "Pick Up" the request. When I do that, I'd like to be able to delete my original reply, pick up the request and then resend the reply because, until I pick it up, my name is not shown so there are holes in the template. Thanks, Tom
License in use
What field indicates how many nodes of my license I'm using ?
Asset Management Roles
Has anyone run across the asset management permissions role limitation below, and how did you overcome it? I spoke with support for an hour, and they confirmed it worked this way but we couldnt construct a workaround: Summary: I need to allow two different asset managers to separately manage multiple Non-IT assets assigned to the same user, but not allow each asset manager to view/edit assets which the other manager can view/edit. In other words, each of a user's assets should be editable by a maximum
Custom View Problem
Good Morning, I would like to create a custom view that would include... (Technician is Tom Preston or Technician is Unassigned) and (Request Status is not Closed and Request Status is not Canceled) In other words; I want to see all my requests that haven't been closed or canceled...and I want to see all Unassigned requests too. The problem I'm having is with the Unassigned part. "Unassigned" or "None" does not appear in the custom view creator for the Technician field. There are only two technicians
Add Supervisor; View all requests
I have the user set, but is unable to see all service requests. Manager needs access review all service tickets in system.
AutoAssign: Two departments
I am having a minor issue with the SD+ OD auto assigning in round robin format for the two departments. We have two departments with one technician each: Facilities and InfoTech. Using support@domain for InfoTech and Facilities@domain for Facilities . Support requests are getting assigned to the tech in Facilities that should be in InfoTech. How can I set it so this does not occur and cause delays.
workflow for changes
hi, im currently looking to upgrade to On Demand and im looking at the demo for On Demand and while it does look good, I am interested how to set up the "Stage and Status" automated email facility for Changes that is currently on the Service Desk plus. Is this possible? Also is the change process automated - I.e moved on to the next stage once approved thanks in advance for your help Marcia
Scheduled maintenance on 31 Dec, 2014
We are upgrading our datacenter infrastructure. This will happen from 31 Dec 2014, 17:00 PDT to 1 Jan 2015, 01:00 PDT. (check for your corresponding time zone here). While we expect no downtime during this maintenance period, there may be a few intermittent connection issues. We will keep you updated of this planned maintenance window in this forum thread, as well as from our social channel accounts in Facebook and Twitter .
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