Requests "Last Updated Time" is not updated when replies are received via emails - only on direct request update.
Dear ServiceDesk Team, As an admin, I'm sorting out tickets based on "Last Updated time" in descending order to follow up and see what are the latest responses and if there is something I should do from my side. A user sent me a reminder for a specific request to my own email when he noticed I didn't take an action on a specific ticket where he updated it by sending an email to the helpdesk email a couple of days earlier. I went and checked and found that the request contains his reply which was
Slow Performance or Crashes on Android Tablets with ServiceDesk Plus v12.2
I've noticed significant lag and unexpected crashes when using ServiceDesk Plus v12.2 on Android tablets. I've already tried reinstalling the app, clearing cache/data, and updating Android, but the issue persists. Has anyone else experienced this? Any
Importing attachments
Since the information available on importing is just terrible. Does anyone know how I am able to setup the csv/xlsx file so that i can import attachments to a task within a project. I have the Project ID and the Task ID but the system does not seem to
Site extremely slow
Hello all, is there any problem with the site? It is extremely slow
Reply template
Dear Support, we are using service Catalog with approvals, we have an issue if the approvers clicked on reply button on the request form only the requester will receive this message. we would like to add all approvers ( stages) by defaults to that templates,
IMAPs and o365 with cloud managed client
So i just got off the phone with support and was able to fix this with their help. If you are like me, you watched the video and looked at the web pages, and cant find any OAUTH settings. This is for the cloud hosted one. There is a little window in the
Requester reply to a closed ticket does not re-open or create new
I have tried two different settings for service desk and neither are working in how it handles responses to closed requests. Initially I setup service desk to always create a new request when a requester replied to a close request. Unfortunately it never did create a new request and the technicians were missing the responses as they look at only open status requests. I changed the setting to reopen the existing request if the requester responds within 7 days or after that time create new. We tested
Invalid Organization Request Error
I have a user that just tried to access our helpdesk portal, she is listed in Service Desk Plus - Cloud as with a standard username/email address. behind her email address there is a link to Re-invite user.... I clicked that link and she did receive
No auto refresh of requests in SDP OnDemand?
The older versions of SDP had the ability to refresh the site within a set period of time. It appears this option has gone a way with the OnDemand version. Now my team is missing tickets as a result. How can we put this back in place?
Provisioning App: API102:Error occured
Hi, I am trying to import users using the provisioning app. Some users have been imported successfully however I am now getting the error below: Has anyone else seen this before? I have a lot of users to import asap so would be keen to get this resolved. Thanks, Catherine
Outgoing e-mail not functioning - relaying
Hey guys, I'm connecting SDP ondemand to an internal mailbox on our Exchange 2010 on premises, which works great. Mails coming in perfectly. I do not succeed however in sending answer back from SDP Ondemand to EXTERNAL users It DOES works if i send to our internal @tyu.be adresses It DOESN'T work if i send to external (@microsoft.com, @dell.be, @zohocorp.com, etc...) Any suggestions on how i can handle this? Or does ME does have it's own mail relay server? With regards, Sven
Date and time formatting in SDPOndemand
Guys, Is it possible to do something about the way SDPOndemand handles and shows these dates. SEE screenshot below. In listviews of requests, some of these 'dates' are confusing, cumbersome and very long.... This is probably due to the way SDPOndemand handles these, as date and time seem integrated into each other as one field. Better would be to keep separate fields for dates and times. It is also questionable why some of the formats in the screenshot below, show the timezone difference, and others
Product name in use
Guys, A lot of my vendors are delivering services to me. Mostly these are consumables: installations and configurations, working hours, etc... I'm unable to create the same product name... I have a consumable "Installation and Configuration" for my vendor "Remmicom"... but i also have "Installation and Configuration" for various other vendors... Uniqueness should be set on the combination of Product Type - Product Name - AND vendor. Not only on Product Type and Vendor. I am intensifying my daily
Domain Verification Failed
I am trying to setup our helpdesk and have successfully verified our primary domain (dynamixconsulting.co.uk). I now want to verify a sub-domain (support.dynamixconsulting.co.uk) but I cannot get the CNAME verification to work ! Unfortunately when it fails it gives no reason so I can't diagnose the source of the problem ! For now I have created a Stealth Forward which gets users logged-on without revealing the true URL, but links sent out by the portal don't work with a "Not Found" error, so I
Provisioning App returning 500 Internal Server Error - API102: Error occured
The provisionning app returns an error "Failed : API102: Error occured" and if I check the logs I can see there is a 500 internal server error being returned. We have 1770 more users to migrate so they may log in and send requests through via Web Portal. 197 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users.
ROHC (Robust Header Compression)
ROHC (Robust Header Compression)
Assets - additional fields visibility
Guys, Don't get me wrong, i love all the new announced functionality and additions... some are more needed then others... but i think the CMDB needs a bit more love. If i add a additional field for assets, it is visible for ALL assets. Let me give a practical example. I'm adding a new product type: SIM card, and set it as 'component' - 'non-it' Next i add a few new fields to assets: SSN, PIN, PUK, EAN codes Let's assume i have a few more components added, set as non-it: Creditcard terminals, labelprinters
PO name already in use
Guys, I'm intensely using PO's. When creating a new PO, i cannot use the same PO name: this is illogical. The Order No is unique, that's fine. But the PO name being unique is somewhat awkward. I have literally a few hundred PO's... so this becomes a real pain to me. I do not like to have to think thru the naming I use when creating new PO's. An example: i want to create a PO for phone costs (as consumable) every month for my sites: so i name them 'sitename - phone costs'. I can see on the date
Daily email alert notification - how to resolve/disable
Every day, the technicians in our ServiceDesk get about 25 emails that all have the exact same message. I'm wondering how to either resolve whatever is triggering the alert, or disable this alert. Entire message pasted below: From: Helpdesk <helpdesk@***.com> Date: Monday, July 25, 2016 at 8:08 AM To: *** Subject: SDP Notification: Warning : Mail fetching Dear Technician Product Name ManageEngine ServiceDesk Plus On-Demand Build No. 1606 System Error Notification Dynamic User addition i.e. Add
Reply email did not show in the conversation
Dear Support , When requester reply email from their outlook , it didn't shown on the conversation . but If requester reply it form the web it's shown on the conversation Could you suggest me please .
Windows Phone 10 Application Error
I have downloaded the Windows phone 10 application and added our server. I click on save, the app then takes me to the next screen which is the username and password. At the bottom of the application I receive an error "net_servererror, 404, Not Found". Is this application intended for the ServiceDesk on-demand or the on-premise?
Network scan
I am trying to run a network scan and I am having some problems with it. It runs a simple scan and very basic info is written into asset inventory. I can see basic info for workstations that probe collected on given network range. However, it fails to collect detailed info by pushing SDPOD_MiniAgent onto the workstations. Account used for scanning is configured to be a local administrator on any machine within domain - this is configured on a domain controller. Here are relevant lines from probe's
Description on Report
Hello, I am trying to customize a report for me, but I cannot find column description in the list provided. Attach is a screenshot of the first step in custom report creation. Please update.
Import Data
Can I have a sample of how to import data? I am unable to distinguish how to name the field name in my xls or csv. Can I also know the character encoding? Awaiting your reply.
My pending approval madness with multiple approver
Hi! We have multiple Approver for our tickets and we encountered an issue with SDP OnDemand. We are fully OK, if ONE of our Approver gives his approval, but the problem is, that the ticket still shows up in the "My pending approvals" Icon because the other Approvers didn't approved it, because it is not necessary. Because of this, this icon became a major pain for them, because it shows many already approved tickets. Is it somehow possible to fix this issue? We found out, that they don't show up
Onelogin and SD plus OnDemand
I am trying to set up SD Plus OnDemand SAML to use Onelogin. Everytime i try and put the the login url, login url and certificate if always gives me an error stating invalid file. Any ideas.
Discarding Duplicated Requests
Hello, All, We can make a business rule or in other place, a rule to discard duplicated request? For Exemple: In mai, 01 was opened the request, for requester MAN01: Category : A Sub-Category : A1 Item: AA1 Status: OPEN In Apr, 01 was opened the same request, for requester MAN01: Category : A Sub-Category : A1 Item: AA1 Status: OPEN Service Desk On Demand, can recognize that is the same request, and replace de status for "CLOSE-DUPLICATED". Any ideas? ty, Regards, Roland
Importing csv ?
I created a CSV from our google apps list and tried to import it in sdpondemand and get a File format mismatch error. I assume there is a certain syntax/formating for the CSV ? where would i find this ?
Add CC After Ticket is Created
Hello, Is it possible for an end-user to add CC users on an e-mail reply after a ticket has been created? For example, a user creates a ticket in the web application and then later replies in their e-mail application to an email from the technician. If the user adds CC addresses, is it possible to make those addresses flow into the "e-mail IDs to notify" field in the existing ticket?
Edit Login Name and Email for User
Is there any way to edit a user's login name and email address?
Exporting Comercial Rules
Hello All, We need to separate ONDEMAND portal in 2 diferents portal, we have about 200 comercial rules that need to be migrated for the new portal, we don't find any tool to do that, it's possible?? Rgs, Roland
Cannot see the remote control button in a role despite the roles assignment
Hi, In SDP On Demand, how Can I create a custom role with remote control permission? Also, although I gave a "custom role I created + SDRemoteControl" ... this didn't work ... I've tried "custom role + SDRemoteControl + SDAssetManager" ... this also didn't work.... and I cannot give them SDAdmin role .... so can you please tell me what am I missing or if this is a bug?
Incident Templates - field and form rules
Is there any options like the ServiceDesk Plus to be able to have Field and Form Rules for Incident Templates?
SDP On-Demand - source IP to allow SMTP traffic through firewall
We have just moved from Exchange 2003 to Exchange 2010, and outgoing (SMTP) mail is not working from the SDP On-Demand application. We need to open up port 25 on our firewall so the application can talk to our Exchange 2010 server, but would like to lock down the firewall access to either a single IP or a block of IPs as used by the SDP On-Demand servers. Is is possible to get a note of these addresses, so we can get this working? Thanks Doug.
Importing Request - Date Field
Hello, all... We are including request by import data, but the fiel Date could not be fixed in the rirght value, it set the date where was imported, not when the request being make. Help, please.
Business Rules on Requests
I am trying without success to automate a change status to Resolved when I get a response email with the words 'marked as resolved' in the body of the email as below but I cant get it to work, is there anything special you have to do with business rules Thanks in advance Paddy ----------------------------------------------------------------------------------------------------------- This email concerns your recent ticket Request Id ##87## has been assigned to you (WTA-169-98563) which has now been
PROVISION APP ON DEMAND LDAP Problem
Hi, I am trying to setup SD+ on demand and I am stuck on the LDAP screen in the provisioning app my domain is verified as a .co.uk address but I think I am getting the details wrong as I keep getting an operational error, I know the username and password are correct and my DC address is correct so I can only assume its the Base DN that's wrong, I have CN=users,DC=company,DC=CO.UK is this ok ? Paddy
Time Zone Incorect
Hi I am having an issue with the setup of a new Site for the Business but when i am selecting the time Zone all i get is North America and not Australia, the region is set to Australia, i have looked through to ensure that everything is set to the correct country and region but still nothing has changed, PS : i did forget to Mention that we are using the Cloud base solution and not locally hosted, Thanks Garreth
Service desk Plus Mail Fetching Exchange 2013
Currently unable to fetch mail from Exchange using IMAP port 143 get this error Error while connecting to mail store: javax.mail.MessagingException; nested exception is: java.io.IOException FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox:[null] Any help with this would be appreciated
REST API: How do I add "problem"
In the documentation, I figured out how to add request and note.
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