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
Reports not returning accurate information - Assets vs Workstation states
Good Afternoon, Creating some reports to get real time info on the state of some workstations that are either being shipped back to the office, or are in repair. I am going at this in 2 directions. Report type - tabular Report Module - Display columns
Business Rule with Status set to Closed not working
I have a couple ticket types that come through that can be automatically closed when we get them. I have business rules set up for these, but the status is not going to Closed. The business rule is working however, as it sets the category, subcategory, item, group, and technician correctly. But the status change is the first action in the business rule (and closure rules won't let the ticket be closed without the other stuff filled in). I have deleted the status change action and re-added it after
Configuring ServiceDesk Cloud SAML2 to work with Google SAML2
I'm attempting to connect ServiceDesk Cloud SAML2 to Google's SAML2, but the fields just don't seem to line up as I'd expect. Does ManageEngine have a tutorial or guide to walk me through this process? Other platforms have amazing documentation detailing
https://customer-sdpondemand.manageengine.com/ is down?
https://customer-sdpondemand.manageengine.com/ Anyone else having connection issues?
Auto assign technician once they have responded
Is there a way that the system will automatically assign the ticket to the tech that has responded to the request?
URL for clients
I lost and now can not find anywhere in the admin console the URL I would give to clients to put in a ticket. How do I find said URL?
Business rules - notification rules - email different users
Guys, I'm frustratingly busy trying frantically to get something quite simple done: I create a business rule that triggers when a new request is created by someone specific, and with a certain subject. If a request matches those rules and is created: then send an email to about 15 different users in my corporation - that's it. I fail where email addresses or contacts must be typed in. I cannot type in a single email address. It seems as if the application is hindered so much that nobody but technicians
Report executed date error
I'm getting this now:
Asset Probe Cannot Scan Certain Computers
Hello, I am trying to run a probe at one of our locations but it is failing to pull in the machines on the network into assets. As well, on certain machines it is failing to scan machine details (OS, Hardware/Software, etc). Running the selfscan.exe
Error duplicating request SD On Cloud
In those days, at SDP On Cloud all technicians can duplicate request, but since yesterday they tried to duplicate a single request and they cannot do this. Only SD Admin can do this duplicate.
provisioning app error
Based on the authtoken going EOL which is currently working for me just fine. I am trying to get the provisioning app setup to use the new OAuth and it tells me my admin account does not have sdadmin privileges, which it does, please advise. i also
We unable to find online technicians on ticket portal. Please advise
This issue is not for the entire team. Find the below image for your reference.
Creating a requester
Hi, I've been trying to create a requester and it comes up with this, But this email doesn't exist on the system anywhere, I had deleted this User and tried to re create but now this pops up. Any help? Thanks
Dias Festivos por pais
Hola, tenemos varios sitios, en varios paises, cada pais con sus correspondientes dias festivos. No entiendo como debería cargar los días festivos, si es que debo repetirlos por la cantidad de sitios que tengo, por ejempplo en ARGENTINA son 5 plantas
Error connection to Exchage server
We are truing to configure cloud version to work with our Exchange server, but we get error Failure:Email settings saved. But error occurred while trying to check connection with mail server - Problem connecting to mailbox:[connect timed out] We tried
Technicians (that also need to be requesters) can't reply to tickets by email
Hi Guys, Got a 2nd person in our org that is using MESDP for application troubleshooting, but needs to be able to log technical tickets by email and be able to reply to them by email, but they can't seem to do so as they are a technician in MESDP. Currently
IMAPS Connectivity to Office 365
We're having a really hard time getting IMAP to connect to our exchange online. Wanted to find out if anyone else is having similar issue or had issues and resolved it? We've verified IMAP is on for all users actually, logged in to the web for the user
microsoft azure
i accidentally enabled the Microsoft Azure integration and now i cannot get it disabled, anyone know how to get around this?
API v3 - Can't close tickets
We are able to create tickets that are already in the closed status, but we can't close existing tickets via the API. Using the below Powershell snippet OR Postman, I can't get the call to succeed: If i purposely malform the request, I can get a JSON formatted error from the API, but in the correct format, I receive an HTML 401 page. Powershell snippet to close a ticket: function Close-Ticket { param([Parameter(Mandatory=$true)][Int64]$TicketId, [Parameter(Mandatory=$true)][String]$ClosureComment, [Parameter(Mandatory=$true)][ValidateSet("success", "cancelled")][String]$ClosureCode)
Importing users with the Provisioning Tool
When importing an Active Directory user using the Provisioning Tool, I want to set the user's language to Japanese. However, the language information is not registered in Active Directory. Is it possible to set Japanese as the default value? I'm sorry for my bad English.
Provisioning App query result not show any user
I configured provisioning app as guide, every thing done and check ldap ok but step query ldap not show any user to import on SDP cloud More detail in an attach file
Report Email Removes formating, Sending as one long line, removing all blank lines
I am using Servicedesk Plus in the cloud When I send an email from my custom report and write some information, it removes all the blank lines, the the recipiant just sees one long line of text Is there an option I can set to stop this?
Processing incoming email: Creates new request instead of appending to existing request
Hi all, We're having some issues with the automatic processing of emails to our SDP OnDemand instance. In most cases, an email sent to the correct address with ##RequestID## in the subject line (where RequestID is a valid, existing number,) will be added
If not renewing the SDP Online Subscription
We are using Service Desk Plus Standard plan online portal . We have 10 technician license and the subscription will expire in next 4 months time. If we don't renew the online subscription what will happen?, I have few queries about that. 1) Can the technicians
Create Purchase Order From Email With Business Rule
Is it possible to create a business rule that looks for incoming email with certain text in body and then creates a purchase order that shows on the Purchases Tab??
CMDB - Ability To Move CI's To Different CI Type?
I currently have some CI's that I have added all the relationships to but now I want them under a different CI Type Parent. Mainly to differentiate with different icon. However, I can not find a way to do this. The only way currently is to delete the CI and then recreate it under the new parent CI Type that I want it at. Is there any way to do this without having to delete it and recreate the CI plus all the relationships???
Changing Navigation bar colour
Hi, is it possible to change the navigation bar colour on the requester portal, as black doesn't fit with our logo? we have already changed the colours for the technicans area but can't seem to find anything for the requesters portal . Thanks
Service Desk Toolbar Logo
With the Navigation pane at the top of the screen, in the old UI my true company logo used to appear, in the new beta UI it is just block letters of the logo, and not the actual log, is there a way to show the actual logo? If I click on the hamburger/tictactoe board to the right of the current logo, when that opens it shows my actual logo, and that is what I would like to appear in the Navigation pane instead.
Delete inactiv User with Provisioning App
Hello, is it possible to delete inactive User via sync with the Provisioning App? Because i always get these information in the Log -> "[1] Ignoring User due to Inactive status : xyz@domain.de". The Users will not delete and stay as inactive. best regards Falko
ServiceDesk plus Error message; something went wrong when using outlook add-in
Hi everyone, I am hoping that someone here will be able to help me out. A few of my colleagues are having this message pop up when they try to use the servicedesk plus for outlook (please see attachment). This obviously isn't Ideal and we should be spending our time as technicians clearing our tickets and not having tickets raised about the ticketing system. is there a known fix for this or can anyone please point me in the right direction. Many Thanks, Grant
Using filtering options in the API
Hello I've just started using the API, I've been using PostMan to get familiar with the specifications. I've successfully managed to get past the authorization steps. However, I'm trying to use the "list_info" and "row_count" setting. But It doesn't seem to work. I attach a screenshot.
With one email address, we cannot login to multiple organizations of Service Desk Plus Cloud.
With one email address, who has already joined to another organization cannot to join our organization. We cannot do what we can do in the other cloud service such as "Salesforce". We use it in communities to build an ecosystem with several companies. With each own one email address, we want to make "ServiceDeskPlus Cloud" available in various domains, regardless of the service usage in each company.
Import Workstations not successfull
Hi, I would like to import workstations from Excel list. After setting parameters like File Format, select File, etcetera, I click Next button. No response. Please advise. Regards, Ronald
Tab order in the "New incident" form does not include the recently modified "Site" and "Technician" fields
These two fields were modified in a recent update. Prior to the update, when on the "Department" field, pressing tab would put the focus on the "Site" field, then on the "Technician" field, and then on the "Category" field. Now the two affected fields are skipped, going from "Department" to "Category" directly. And if you cycle the full tab order of the form, the two fields are never touched. Please review and solve this. It is just renumbering the tab order, this task should not take a developer
How to Import Purchase Orders?
We currently have purchase orders in ManageEngine AssetExplorer, we are looking to migrate to ServiceDesk Plus OnDemand. We were able to export and import, users, assets, contracts. However we are unable to import Purchase Orders. How do we import POs?
How to log in to ME SDP App?
Hi Team, I'm looking at using the Android SDP app, but when I try to set the server name I see "Error: Could not connect to the server". I've tried using the same URL as the web site: https://OurCompanyName.sdpondemand.manageengine.com/ Both with and without the https:// and end slash, "OurCompanyName" sitting in for our real company name. Using port 443. Logging in with my email address and password same as the web site login. I've generated an API key for my user login via https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi
Email notifications not sent to support group techs
Hi, We have created support groups and added techs to them. We also set to send email to notify techs of incoming requests to the groups. We have found that no email is sent to the technicians. Can you give us a clue? Regards
Import from Azure is blank
Hello, The Import from Azure feature seems to have stopped working for us. I am not sure what has caused it since our SSO still works fine. I log in using my O365 credentials to the helpdesk as an Admin and when I hit the import from azure function, it comes up blank where it used to find the newest employees that I had not added yet. I have tried this in incognito mode just to be sure. Where can I begin to sort this out?
Conversation reply to retain email thread
Looking for a way for IT to communicate with our user community strictly through ME, however our user community will be using Outlook to receive and reply to messages. With a technician clicks Reply on a ticket, it sends a message containing only that message. Adding $Description doesn't include the conversation thread. Does anyone have any thoughts?
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