Where is On-Demand hosted?
hi, I would like to know where is On-Demand SDP hosted. For legal reasons, we are not allowed to use services hosted in the US. Would be great if you have On-Demand SDP hosted in other parts of the world, eg UK or Asia. Appreciate if you could provide some clarity on this. Thanks. Cheers, Peter
Fundamental Question - Request/Incident Owner and Escalation
So perhaps I'm missing something fundamental in SD+ so I'd rather look uninformed but gain wisdom from y'all. :) We are moving from SD+ premise to SD+ OnDemand. We've been using S+ for about 11 months. Our team is going through process reengineering as part of the migration process in order to provide exceptional service to our internal clients. We handle everything for our organization from hardware/software purchasing, licensing, provisioning, application support, network support, software development,
Incident Template: Unable to create new
Under the new UI, I am not able to create a new Incident template. No real error, or field highlights are shown.
Self Service Portal Login
The previous Help Desk Portal did not require sign in to create a new support request. Is there a way to bypass having to have a user create a user account and password for access to using the portal? I do see where it is possible to import users, but do not have a AD to pull from.
export archive request data
i want to have all of the archived ticket data exported to a CSV. Not only the archive view with a few columns but all the data that is available (resolution, response time, site, etc. ) In the view and then to export data only partial data is available, and I know you have the full data set because you can go into each individual ticket and see the full data.
ServiceDesk Plus iPad Application
Hi I've downloaded the Manage Engine Service Desk Plus iPad application and wish to use it to access our Requests. Can someone tell me what the Server URL is that I should enter in the login page please. Thanks Peter,
OSX Probe
What are the options for scanning an OSX network with the OnDemand product. It looks like there is only a Windows probe/agent. Is there an OSX probe being worked on? -Nick-
Business Rules - Dual roles
In reducing my management of sites and software, I am looking at the option that ME odSD plus could be used to service my IT and Facilities request. It was suggested to me to use Business rules, based on email address (facilites@domain.com and support@domain.com) they would be routed to the corrected group / technician. Thus far I have not had any success in creating the correct Business Rule to make this occur.
Print Support Ticket
Is there a method to print an active service ticket? I use this a a place to keep track of notes and mileage on the road.
iPhone 5 Configuration
Looking for the proper configuration settings to use OnDemand- Service Desk Plus. Searching the site and forum finds information which is several years old and no longer relevant. Thank you.
Notification Rules
Is there any way of emailing what the actual update is when a job is updated and sent to a technician? There seems to be no $ update tag, so the technician gets an email stating the job has been updated, but needs to log in to see what the update is. As an aside, is there a release date yet for the new UI?
Unmark Problem as Known error
Hello, We have discovered that there's a field in Problems named 'Known Error'. This field turns to 'Yes' whenever a solution or workaround is documented in the problem. Now, we need for some specific reasons to unmark this. In other words, we need our problems to eventualy stop being known error. We have not been succesful trying to accomplish this. How can we make it?
SAML Integration with Service Plus On-Demand
Hello ServiceDesk, I have some questions regarding your documentation here. 1. Your documentation does not have a clear pre-requisite area, which outlines the need for IIS, in fact, as a new user reading the documentation, it is not even mentioned until you look into the PDF for installing AD FS 2.0. You also do not discuss the possible need for a certificate from a central authority, which brings me to my next question. 2. Do you need a certificate from a centrally assigned authority? Or can it
Assign Incident to User Group
Is there a way to assign Incidents to Users Group that has been created? If not what is the best way to assign a single incident to multiple people to measure the impact without opening several incidents? Does a problem need to be created?
Importing Sites
Hi, How would I go about importing a large number of sites using a CSV file? I can do it with requesters, but not for sites. Thanks, Aaron
Can the Color or Theme be changed in ServiceDesk On-Demand?
Can the Color or Theme be changed in ServiceDesk On-Demand? Also can the login page be branded?
Email settings
want to set up the incoming and outgoing mail setting but need to know what ip addresses the requests would be coming from so i can open the firewall.
ServiceDesk Plus On-Demand and the Heartbleed Vulnerability
Quick note: All Zoho servers( including that which host ServiceDesk Plus On-Demand) are patched, and your data is safe. The details: Soon after the information about this vulnerability became known, we started patching all our servers using the newer, protected versions of OpenSSL. This operation was completed in a few hours after the news broke out. We renewed our SSL certificates too. So, we are no longer vulnerable. As of now, we have no indication that the vulnerability has been exploited against
Roles
How can I configure a role similar to SDAdmin is restricted from certain modules. For example, the Admin would be restricted from Problem/Change Management and maybe Users.
OnDemand-SDP iPad App Documentation
I purchased an iPad Air and discovered there is an app. Where can I find documentation on the interface and what is the best way to make suggestions/feature requests. I've looked in the HELP section for OnDemand-SDP to no avail. Thanks, BC
Modifying the label from New Incident to New Request in SDP - On Demand version
Hi, Is there a way to modify the label 'New Incident' to 'New Request' in SDP- Standard edition On Demand version? This change must be made everywhere where 'New Incident' is. Please advise.
Software Licencing problems/enhancement suggestions
Hi, I would desperately love to see the following enhancements/fixes to the software licensing features of On Demand SDP! Allow a software license to be allocated to an asset from the Software->Software Licenses-><<license>> page. i.e. Select a License. Then maybe in the actions menu add "Assign to asset" or something. When in the Software->Scanned Software-><<software>> screen, when clicking the associate asset button (the paper clip on the yellow document icon) next to an asset, the list of software
email notification feature
Dear all, I have two questions about email notification from ServiceDesk Plus On-demand. I've just configured mail server settings. [Q1] When a technician does "Reply", address fields is appeared with the requester's address as "To". Then the reply is notified as email to the requester. But when a requester does "Reply" from self-service portal, there is no address fields. And the assigned technician can't receive any notification email about it. How can the technician know that the request has been
Users in "CAL Users" for a Client Access License not sorted
In ServiceDeskPlus On Demand, when editing a software license that is a CAL (Client Access License), the list of users that have been added to the license is not sorted. We have 300+ users attached to our CAL and when it comes time to remove a person, it is very time consuming to find them! See example below:
manual approver choice on Service Request
Hi, We are designing Service Request template and would like to implement manual approval choice, that means when requester submits the the request , s/he can choose adequte approver from drop-down-list or something like that. Could please give us any idea to realize this ?
History of Assets no longer displaying "Site"
Hi, For non-Workstation assets in ServiceDeskPlus OnDemand, we are finding that when we set the state to "In Use" and select a Department / Site combination, the history tab for the asset only mentions the department and does not mention the site. e.g. - see below- this example is off one of our printers. We really need the history to include site- otherwise we will be forced to use the notes field for this vital information, Performed on Wed, 26 Jun 2013 06:56:02 WST by David Pigram | State In
Migration from SD+ MSP to Ondemand
Greetings. One of our customers wants to migrate his SD+ MSP to SD+ Ondemand. We understand that because the env. are different from SD+ (the accounts), this type of migration could not be possible, but my customer said that he didn't use this function at all. Or in another scenario, when can be available a MSP version of SD+ Ondemand? Regards.
Service Catalog Template Re-Order \ Copying Templates
Hello, I am setting up service request templates in the service catalog for my users to use, and I have run across two problems: 1. How do I re-order them (see attached picture) Notice how "Permissions - Folder" is underneath the ones that start with "VPN" I would like to re-order them so Permissions is on top. 2. Many of the templates are similar, and I have had to re-create each template from scratch. How can I copy a template and then modify it for another request of a similar type? Thank You
Service Desk OnDemand can integrate with SMS Gateway to send SMS Notification
Hi All, Can I know is there a way to for the Service Desk On-Demand to integrate with an on-premises SMS Gateway appliances? If yes, which edition supports this functions. Looking forward for any reply. Thanks Minghaw
how to enable login when a new requesters sends in a request
I am using OnDemand Service Desk Plus. I have "verified" my domain xyz.com. SDP is accessed via abc.xyz.com Everything is working pretty well except, when a request is submitted via email, the requester account is created but login is not enabled. Thus, the requester can't click on the hyperlinks in various emails (replies) until I go in and enable login for that requester. Once I do, the requester can login in (their password being their email id). So, how can I tell SDP to enable login for all
Request Screen Refresh
Is there any way within the application to set the request screen to refresh after so many minutes? This feature if availabe in the on-premise version.
Powerful Reporting
Does anyone have experience with creating powerful custom reports for reporting on things like KPIs and Metrics etc?
On demand SDP multi clients
Dear, With the On Demand version SDP can have multiple clients, with its users, own knowledge base? If not, what on-demand version I use? regards ---- Estimados, ¿Con la version On Demand SDP es posible tener multiples clientes, con sus propios usuarios, propios base de conocimiento? En caso de no ser asi, ¿que versión on-demand me sirve? Saludos
Release Update - Asset Depreciation in ServiceDesk Plus On-Demand
We have rolled out the Depreciation feature for Assets in ServiceDesk Plus On-Demand. Depreciation calculation on used assets that decrease in value over time helps in useful financial reporting. You can configure depreciation either at the product level or the asset level. The following methods of calculating asset depreciation are currently supported: Declining Balance Double Declining Balance Straight Line Sum of the Years Digit The Release Updates can be found at http://ondemand.manageengine.com/service-desk/whats-new.html
Issues when editing purchase orders
I have created a Purchase Order, Items were marked as received. I then edited the PO to make some notes in the Remarks section and now seams to be stuck at Pending Approval and will not move to the next step. Required By : PO Status : Pending Approval Under actions > Submit for approval >Which goes to the approve tab and it shows approved. Having another user trying to approve this make no difference Please advise
Service Catalog
Is there any news on when the service catalog for OnDemand-Service Desk Plus will be released?
Creatie a generic view based on custom made status field
Hi, we are currently running ManagEngine as a hosted solution and i would like to ask if it is possible to make a generic view based on a custom made status. for example we have made a new status called 'new', is it possible to make a view called 'My new requests' which will be available for all users and when selected will show all requests with the status 'new' for the user? Thanks
ServiceDesk Plus On-Demand - Minor Update
We have just rolled out a hotfix for ServiceDesk Plus On-Demand fixing the following issues: 1. When a Technician's Site is changed, the existing Business Rules associated with that technician would not work. This is now fixed. Scenario: A business rule is created for a Site where "Requester name is" is given a Technician name as value ( Criteria) and assigns that incoming request to the same Technician ( resulting Action). The Technician's is removed from the site which the business rule was
Merry Christmas and a Happy New Year 2012!
On behalf of Team ServiceDesk Plus On-Demand, we wish you a very Merry Christmas and a Happy New Year 2012!
ManageEngine ServiceDesk Plus On-Demand Service Outage.
There was a service outage from Dec 14th 9:15 AM Pacific time to Dec 14th 12.15 PM Pacific time. This was due to a network issue on our side (not application or database related). We have now fully restored the service and it should be working normally. Our teams are monitoring the situation closely, and if you encounter any trouble, please let us know. We apologize for the downtime and are taking all measures to avoid this in future. ManageEngine On-Demand runs in the Zoho infrastructure and
Next Page