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
Switch email account to Exchange from IMAPS/SMTP, working however broken after password change
We recently switched our e-mail account from using IMAPS (for Inbound) & SMTP (for Outbound) to Exchange. We granted the app permissions and was working well. This morning we changed the password on the account and it stop processing inbox e-mails. We
Cannot configure mail server settings
Hi, We are not able to configure the mail server settings. We have followed the below steps 1. Created a new user in outlook.office365.com. 2. Ensured that the IMAPS is enabled( https://docs.microsoft.com/en-us/exchange/clients/pop3-and-imap4/configure-mailbox-access?view=exchserver-2019)
I can't pass verification for a subdomain
Good afternoon! There is a domain rdms.ru . There is a cloud platform Service Desk Zoho. I'm trying to log in to the Service Desk through a subdomain it.rdms.ru . I do it according to the instructions - https://help.sdpondemand.com/customized-domains
Unable to move SDP Online Mail to modern authentication (O365)
Asking here because someone might have had this issue and found a solution. Curently SDP Mail server is setup using POPS with our O365 account. Due to security getting tighter, we have to migrate to Modern authentication (All user accounts are going
Cannot Modify/Delete Vendor Information, shipping, billing address, Cannot update Product information in PURCHASE
Hello support, Using SDP on demand, in Purchase tab: I find there is no way to edit/delete a vendor's information, (if you have made a typo or w/e), no way to modify/delete shipping and billing addresses once is entered also there is no way to add a new product, or change a product's information (most importantly the price) after it's added. is there really no way? see attached.
Email to service request
how can i setup Email to service request we have a general email for service desk however i want to setup a rule if we receive an email with title Employee creation request it will create a service request . Please advise Thanks in adv
"Error Message: Failure: Email settings saved. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode."
Hello, The support mailbox, which was previously operational, now reports that the last attempt to retrieve mail was made on 30/05/2022 at 19:16. If the Service Desk Plus Cloud software mailbox settings are re-entered, the following error message appears:
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
SDP Cloud Assets not showing up from Desktop Central
We have 3 machines that were recently imaged. They show up in Active Directory and Desktop Central, but do not show up in SDP Cloud assets. Normally they will auto be added to the SDP Assets section. I removed the DC agent from the machines then re-added
Open status changes to On-Hold when request added from API
Hello I am adding request via API and I am sending status = Open, but the same request created in Manage Engine has status On-Hold. Can you please help me with this? Thank you
Business rule doesn't work with custom functions.
i write a request custom function for modify the asset's status in a request.. Example: - a request subject contains "returned", then change the asset's status to "In Store" this script works fine in the editor interface. Click save and run - select
Azure AD sync limit users
How do i control the users that are synced from azure ad? For instance, we have 12k users and i only want about 1k to be able to place service requests. Any idea how to limit it? And any way to make the sync frequency like much faster. Like i would want
Probe Error "Windows credential failed" with AzureAD admin account
HI all, I tried to scan our network with AzureAD device admin account, however, probe returned error "Windows credential failed and SSH credential not configured" We are fully cloud based. The credential definitely have admin right on all our machines.
Self scan error
Hiya. I am trying to test scanning some windows laptops that not on our domain, so i am looking at the self scan. I have downloaded the exe generated a api key and when i run it i get this error Has anyone had this before? Thank you Rich
Cert Expired?
Anyone else having a cert expired issue? Using chome does not work to continue, had to use edge to get back in with the expired cert. Just expired like 15min ago.
Internal Error box pop-up on tryign to close a job
Hello, I am getting an Internal Error dialog box popping up when I try to close a job in ServiceDesk Plus Cloud. All the required fields are filled. Please advise.
Adding Zia to Sharepoint Intranet
Hello, Has anyone been able to successfully add the Zia chatbot to their Sharepoint environment? We are hoping to use Zia to automate first contact with the end user and allow them to open tickets. To do this we would like to embed Zia into our companies
Mail Server Settings - Internal Error
Hello We cannot make any changes in Mail Server Settings. When tried to remove account, "Internal Error" message shows up. ( Please refer to the screenshot in attachment) We cannot remove nor add or change anything in Mail Server Settings. Please advise
Restricting Request Type by Incident Template
Is it possible to only have certain Request Type values available based on the Incident Template? For example, if I have Request Types - Incident/Request for Info/Service Request and on my Incident Template for "New Joinee", I do not want "Service Request"
Service templates - Site field
Hi community, hope you're doing well. I'm encountering an issue with service templates: the field Site is always greyed out in requester view while it can be modified in technician view, whatever the selected template. Can I somehow enable it in requester
Asset Managment - Serial Number
Good Afternoon Has anyone created a function in SDP Cloud to auto populate the Serial number of an asset with the Discoverd Serial Number. We had a similar issue with the last logon user that needed to be the primary users. The SDP Cloud DEV team did
SD Cloud Office365 Mailbox access stopped
I have raised a support ticket with Manageengine but looking to see if anyone else having issues with picking up emails from their Office365 mailboxes. We have 3 instances all with unique mailboxes in Office365 which have stopped working at the same time
Remove email from ManageEngine ServiceDesk Plus Cloud : LDAP Users Sync Results
Where is the membership to this report administered? I am getting bounce backs for a former employee.
Service Desk Plus Mail server settings
Hi All, im just in the process of setting up and testing the cloud version of service desk plus but I'm having some issues with the mail server set up and getting a generic error I've tried a Cpl of different ports but still the same issues Server name
How does the math for "under licensed" work?
Hi All, I have a piece of software. Installed on 10 computers. Licensed on 5. I have 20 licenses. Shows I have 15 available licenses. But still shows up as Under Licensed? WHY?
Mail Server Settings - Internal Error
Hello We cannot make any changes in Mail Server Settings since last week. When tried to remove account, "Internal Error" message shows up. ( Please refer to the screenshot in attachment) We cannot remove nor add or change anything in Mail Server Settings.
Notification when put on hold with note
I was able to set a Trigger to send a notification when a ticket is put on hold to the requester. Is there a way to include the note that is added when put on hold into the notification? I looked through the available variables and do not see an option.
Email Notification "A new request is assigned to you" Remains in default instead of using modified template
You guys might be able to help me here because I am doing circles now and cannot figure this out. When a ticket is assigned to a technician, an email is sent. We modified all the templates under Automation / Notification Rules The email received has
Technician signature in reply template
Hello, we have recently migrated from SDP on-premise to cloud and hoping someone can assist. In our on-premise instance the reply template was configured as follows so that the technician's signature is included as part of the message, and the previous
Assets - Software Description
I am unable to add a description to scanned software. When I click on the description of any software entry, it pops a screen that appears that I should be able to add a description, but the field does not allow for any input. We are looking to be able
can't use the "Drop files to attach" function
Hi team, I was trying to use this function but it can not attach any file. I wonder whether I did wrong operation or the function is not available.
Change Subject of Service request based on resource info fields
Hi, Does anyone if its possible to be able to take 2 resource fields, combine them, and then replace the subject of the service request? For context, our new starter form has resource fields for first name, surname, start date etc, but its not easy to
import virtual hosts failed using the sample csv
Hi there, I was trying to import some virtual hosts into SDP oc and I used the sample file the system provided(workstations_sample.csv), but the import failed reporting the Error msg "Workstation Product is not compatible with Product Type". So it means
Change WF export to PDF, WF editor performance
Hi, I have noticed that the Export as PDF function in Change Workflow Editor generates only the header and footer (see attachment) if the WF is bit more complex (close to 80 nodes, stages with 7-8 statuses, multiple switches with +-5 values each). In
Survey Link Email bug
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
How to reset ID counter for Requests in Servicedesk Plus On Demand?
We have been raising requests for testing purposes and it seems the ticket is at ##300## and we haven't launched this user yet. How do I reset?
Task Dependency for Service Requests
Hey There, I'm trying to figure out how to setup task dependencies for our "New Hire" template. Basically, when the new hire account is created, we want to following tasks generated for that particular ticket: 1. Create AD account 2. Setup Cisco Phone (dependent on task 1) 3. Create Application Accounts (dependent on tast 1) When task 1 is created, i would like a notification sent to the owners of tasks 2 and 3 saying that they can begin working. Any ideas on how to do this? Thanks in advance.
Trying to clean up Dept names under requester information
Under edit requester, department information, there is a drop down menu for deptartment name. How can I clean this up?
Technician Auto Assign not applying to requests
I have a request form in Service Desk that the technician auto-assign does not work. The technician autoassign technician does work on incidents and some requests but not all requests. The incidents and requests option is selected. What are some things
Next Page