access to view the request for different user
Hi I have an interesting question whether the user can give access to view his request different user? if so, how? for example: I requestor role access sdguest created the request. This request I see in my self portal I want a different user also has access to this request and has participated in decision How can i do this? Thanks for you help
How to share tickets across & communicate between Technicians?
We operate an IT department where certain technicians are responsible for certain IT functions based over different geographical locations & Timezones. A lot of our incoming requests come from users expecting a simple change but in fact is a series of
SLA monitoring for technicians
I'm looking for a good way for our technicians to monitor their tickets by SLA. I'm not finding any way to do this other than to add the "due by date" to a list view and sort by that. This again, points to the glaring lack of a technician dashboard
Update/modify requester for multiple requests
Hi, is there an option besides going from one request to another, to update field: Edit Incident - Requester Details Section - Requester Name? I was struggling on how to split and assign "Area Supervisors" to their Shops in order to see all the requests
Best practice for removing requesters who have left the organisation
Hello, As the title says, I'm looking for some guidance/best practice on removing ex employees, but retaining their history of incidents, requests etc within the system. Thank you.
Using test users for SDAdmins
Hello team, as service desk admin I found quite useful to see how system set up changes are reflected on other technicians and requestors end. In order to do so it's quite useful to have have a testing user for such purpose. I normally ask my other admin
Request/Ticket creation through email & conversations to the request/ticket
ServiceDesk Plus OnDemand supports request/ticket creation through email and the configuration is detailed in the help document : http://help.sdpondemand.com/mail-server-settings Let's take a look at the behavior of how request/ticket is created through email & how conversations are appended to a request/ticket. A requester ["John"] sends an email to "it-helpdesk@mycompany.com" [which is configured under the Mail Server Settings-->Incoming Mail Settings --> Email Address]. SDP OnDemand process the
Google SAML
Hi Google recently announce SAML Apps for cloud base apps using Google as IdP. Do you have documentation about how to configure SAML on SDP onDemand with google SAML Apps? Google request: ACS URL: Entity ID: Start URL: SDP Request: Login URL: Logout URL: Certificate: Thanks
Single Sign On Connection with Azure AD
When I go to the App feature within Azure AD, I only see Zoho Apps. I do not see anything for ManageEngine. Are we able to setup SSO to work with Azure AD or does it have to be an on-premise AD? Thanks,Liam
Site as a mandatory field on requests
is there a way to set site as a mandatory field in a request template? i don't see the gear and don't know if there's another way to do it
Deluge Search Criteria SDP CLoud
Hello all, Is there any way to put multiple logical operators conditions on a criteria MAP like at the end of topic? criteria_map.put("field","subject"); criteria_map.put("condition","contains"); criteria_map.put("value",requester_subject); search_map.put("search_criteria",criteria_test); //Perform get records task to fetch the required records response = zoho.sdp.getRecords("Request",1,40,search_map); { "field": "subject", "condition": "contains", "values": requester_subject
FCR in a Template
Is it possible to create an Incident Request Template that is set to "Closed" with FCR and User acknowledgements pre-checked? I can't seem to locate that option in the Template creation fields.
service tag and warrenty expiry seem to be randomly failing on showing in asset list
currently using https://sdpondemand.manageengine.com for ticketing and asset management noticed there seems to be an ongoing issue where the probing does not seem to be detecting the assets on the domain. in this case not all laptops and desktops are showing with a service tag or expiry date. is there a quick solution to resolve this without having to manually type out the service tags for the machines ?
Using variables in service category templates
I am building a service category template for on-boarding new employees. I have field called Employee name. I would like the subject to auto fill when this field is populated. I would like the subject to be On-board: John Smith Please advise if this is possible or a potential work around. Thank you
Back button in Requests Tab
When a technician has opened a request and then wants to go back to the page he was originally on using the browser Back button, it takes him to the original page of the view he was on. For example, if he was on page 5 of 10 pages, clicks on a request and then clicks on the Back button, it takes him to page 1 (regardless of how the tickets are sorted). If he just clicks on the Request tab, it takes him to page 1 also. Is there another way he should be viewing tickets? Thanks.
Searching the list of technicians
Hi guys, Very minor thing, but I've noticed that when searching the list of technicians, it now searches for any matching text, rather than the old way of searching. My name is Will, so I would only have to type 'w' and I would be the chosen technician, but now I have to type out my entire name to find myself. I appreciate that this is a very minor thing, and there is probably a good reason for doing it, but I can't see it. Perhaps if the list of technicians were much longer it might be useful, but
Copy notifications in a business rule from one site to the same business rule in all other sites
When we have a new technician that works in multiple sites, I am having to go to the business rule in each and every site and update notification criteria to add the new technician. Is there a way to edit a business for all sites at the same time? Or add a technician to the notifications on a business rule for all sites?
Change the request subject ID prefix
Hello, I would like to change the request e-mail subject prefix. By default it is ##{number}##. I would like to set up something like REQ:{number}, without the ##. Can you help? Thanks in advance.
EDITING TEMPLATE
Is it possible to edit the requestor details on the template. Specifically can I change Asset to to User Group
Automating new users into HelpDesk for SD On-Demand
What is the best process for adding users into the Service Desk after creating them in AD? I only use Service Desk On-Demand (SDOD). I have SDOD and Office 365 connected so we can log in using O365 credentials. When I create a new user in AD, my typical process is to manually run the Helpdesk Provision app and just do an Import and select the new users... but, this is very manual and if I forget this step, when someone goes to log into the helpdesk, it does not let them, nor will it let them join
Configuring Email Template
Does anybody have links to a specific step by step for how to set it up so that emails trigger specific request templates and fill in the unique fields for the template from a sent email? Ex: I send an email with identifiers and it filters the type of request and fields. Thanks!
Communication Plan for Changes
Hi, We have a standard communication template sent out in advance of Changes being implemented. Is there a way to add this to the Change in SDP, perhaps under Planning, e.g. as a Communication Plan tab? Thanks in advance.
Question on ServiceDesk Cloud
My organization is looking at possibly going to ServiceDesk Cloud from our local copy of ServiceDesk. Is there a way to copy our existing data (database, custom reports and file attachments) to the cloud version?
lending assets to users on a temporary basis
Hi What will be the most efficient way that we will be able to lend out i.e. laptops to users and there should be a record that its borrowed out and also when its due back to the IT department both user and tech should get a email, or just tech either or. Thank you
District Managers and their sites of responsibility
I work for a company that has District Managers that are in charge of multiple locations (sites) that they wish to be able to view any or all open tickets for their locations of responsibility. Is there any way to do that in ME ServiceDesk +? They are not technicians so I am not going to allocate them licenses so that they can do that like a tech would.
API - Fetech all Requests between certain time frame
I'm trying to come up with a solution to get all the requests that came in the last 10 minutes.
Use a relative date - e.g. 'more than 30 days ago' - in custom view
When creating a custom view you can include various date fields to define the view. Rather than specifying an absolute date - e.g. 'Resolved time greater than 01 Sep 2016', is there any way to have a view use a relative date e.g. 'Resolved time greater than 30 days ago'?
Alert to Remind Technician of Unresolved Tickets
Hello, I'm trying to find out if there's a way to alert a technician every "X" amount of time that they have open work orders that they need to address. The scenario is having technicians that are doing the work but are not actually updating/closing the assigned work orders. Thanks
open a request when contract expires
Hi We have alot of contracts that expire and it sends a email to certain users. How can we make that when a contract is going to expire it should open a request and with this we would be able to add notes and attach PO to the request etc Thank you
Lookup information in custom fields
Hi When creating a custom field in a service request template is it possible to create a field and then do a lookup from existing information thats in the system i.e lookup user, lookup departments, and locations, Thank you
Barcode Scanning for Assets
HI Do you guys support barcode scanning for assets so we can easily port in assets when they get delivered to our company?
Create Companies and segment users, support contracts and SLA's
Hello support! I have 3 clients and would like to group users for company. Is possible create client companies and segment users, contracts and SLAs for each company? Regards, Flávio Lopes
Update request via e-mail / answering e-mail
Hello support, good afternoon! I would like to enable to my customers the ability to answer the email update called and attach it to answer the request in portal / UI. When my client receive e- mail with the request of the update in the mail , you can answer via e- mail even if this response will be added to support request. Regards, Flavio Lopes
PO approvers to see attachments
Hi When our supervisors/budget people get a PO to approve we must have a handwritten PO as well that is scanned and uploaded as an attachment to the PO, But when they get the approval they dont see any attachments that were uploaded to the PO. Please Advise Thanks as always..
Fowarding a Request
Hi Is there any way when i foward a request to another technican that that part of the conversation should be hidden from the requester. And if not, which part of the conversations will be hidden so i can send email to other technicans without the user seeing the emails? Thank you guy as always!
Showing time worker on requester side
Its possible to show on the client side ticket list the time worked on each ticket ?
requester is a company instead of a person
Currently is a request email coming in SDP on Demand is creating a new requester. This actually not fit to our organization setup. We setup requester as a company and not as a person. Several person can open a request which belongs to the same company. Here are my questions: 1. I need an easy way to allocate incoming email request to a company. 2. As a requester is a company I need the possibility to assign more persons / email addresses to the requester. Is there any solution or workaround?
Quickbooks and Invoicing
IT Help Desk On-Demand, is there a way to import the time and money in a ticket into quickbooks for billing a client? If not is there a way to invoice directly from help desk? I'm looking for a way to stream line my work. Im a 2 man operation. 2 techs and a part time bookkeeper. I want the bookkeeper to be able to pull all the work we have been performing and invoice it or allow the techs to easily invoice it all. Thank you for any suggestions.
Could customize approve detail in approval link
Hi everyone I would like to know how to customize approve detail. I would like adjust approve detail remaining to only attach file. Thank you
Acknowledge Requester by Email when a new request is received
Hi all, My organisation has set up our Service Desk to receive e-mails from two different addresses, 1 for IT and 1 for HR. Is there a way to create an automated response that can be tailored to the address used? Using the standard 'Acknowledge Requester by Email when a new request is received' will reply to both requests which is undesired. Any advice or ideas to point me in the right direction would be greatly appreciated. Regards, Chris
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