Assigning Group but not a Technician
Hi all I have set up a Technician Group containing 2 x Technicians - if someone has picked up a ticket then tries to assign it to the Group, it doesn't work unless they assign a Technician too, am I missing something obvious here as i want to make it so that the ticket remains unassigned to a Technician (although the relevant Technicians are being alerted)? Thanks Doug.
Column title not correctly visible in Chrome
Hey guys, This is for quite a while now, but i noticed in Chrome the column titles are partially visible. This happens also on my Home PC, so i assume it is a general problem: Any idea how this can be prevented, or is it a code issue?
Reopen ticket when note is added
Hi Is there a way to have a ticket move to open status if a note is added. I tried to set this though business rule but this doesn't see adding a note as a change to the ticket thanks
New Requests Notifications for closure of requests
One of our technicians has reported receiving email notifications of a "New Request" being created when the actual event was the request being changed to "Closed" status. It leads him to believe it is a new request but it is generated for a requests closure status (which happens with the auto-system closure option) Some notes, the technician was the one who created the ticket. The Technician was not the requester that was entered he entered somebody else's name. Do you know why Service Desk would
Custom Functions tab missing?
I see this feature advertised on the ManageEngine site they even host a video tutorial for it, but I don't have the option in my instance. It's supposed to be under Automation > Custom Actions > Custom Functions, but only that tab is absent. Was this feature removed or is there a setting somewhere so I can enable it? Does it require a special license? The tab is referenced in the documentation here: https://help.sdpondemand.com/custom_actions
Attachment preview not functioning as expected
Guys, On all my browsers i tried: Edge, Edge dev channel, Firefox and Chrome latest versions the attachment preview is not working... I even tried across a few different PC's now... it is not working as intended: i don't get a preview from PDF's, from Word-documents (doc and docx) and Excel on nothing. My personal opinion: this has to work and show a preview, or else i have to do one more click to download the file, whereas before i immediately got a downloaded file, or it immediately opened, depending
API search_criteria Help
Hi, I'm trying to use the V3 API to only return open and on hold projects using search_criteria, but can't get it to work. Am I doing something wrong? { "list_info": { "row_count": "100", "search_criteria": { "field": "status.name", "condition": "is", "values": "Open", "OnHold" } } }
Create a request through API with Powershell
Hello! I'm trying to create a script to create a ticket automatically and am just testing it out to figure out how this API call works. I have some working API calls to get tickets, but this one seems to be giving me trouble in passing the input_data over. I'm currently doing it over the url (encoded) with an example. I've also tried sending it over the -body parameter in Invoke-WebRequest, but that was also not working properly. Am I passing the input data over incorrectly or am I just missing something
Priority field not showing/Unable to attach files
Following an update earlier on today, the Priority field is no longer available for selection, and we cannot add attachments to tickets - anyone else having the issue?
Cannot Customize Service Catalog
Hello, We just updated to the new requester page and noticed that when a requester clicks create an issue, the catalog page is blank - all it shows is ungrouped templates. When I go into the Settings > Templates & Forms, I have no option to edit the Service Categories (following instructions from here: https://help.sdpondemand.com/service-catalog). Does anyone have any suggestions? Below is a screenshot of what we see on the requestor side, and the admin/settings side. Thanks, Nick Requestor side:
Access Denied from this IP address - Servicedesk Plus
We changed ISPs and have naturally ended up on a new IP address, but now I can't log in, I get the above error. I don't recall setting an IP address restriction for login locations, but if I did, no way to get back onto it to change that setting. I'm on the free edition so they sent me here, but I expect this is not something that can be solved by the forums. Any advice? Thanks in advance. SA.
Do not send notification for specific requestors
Is there a way to set SDP up to not notify a specific requester? I have alerts going to SDP from a mailbox, but when it comes in SDP sends an acknowledgement email which causes a bounceback since its an autogenerated SMTP address. Is there a way to keep SDP from sending these notifications for specific users?
Mail Fetching Stopped
We really need some help with this... We have been down for 12 days and with no answers in how to fix the problem. This just started randmly one day. System Log Message : Error when connecting to store. Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : May 23, 2019 10:49 AM Probable Cause : Error while connecting to mail store: javax.mail.MessagingException: connect timed out; nested exception is: java.net.SocketTimeoutException: connect timed out Performed By : SYSTEM
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?
Asset type - Change after creation
I see there has been many posts around this, but with no solution, The posts date quite far back, so im hoping the issue has been resolved since and is documented on a post I cant find! :) How do you change an Assets product type? I have printers detected as workstations, and cant find the option to change to printers (or any other type!) Thanks in advance
Time Elapsed does not work!
In one instance, the ticket has been unassigned for 3 minutes, yet it shows as 0 min. In another sample, we had a ticket created one day at 9:04 AM, and was still unassigned till the next day 12:15 PM, the time shows as 9Hrs, yet we expect to see 12 hours and 11 minutes, our working hours are set from 8:00AM-5:00PM. Please advise!
Mailflow suddenly stops...
Suddenly, whilst midst of our work, mailflow stopped working? Error is always: "Mail sending failed. Invalid addresses. Failed addresses: emailadres". Regardless of which mailaddresses i use, this is always the error. I immediatelly tested our own mailserver, but we are all receiving and sending mails through our own Exchange server without issues - incoming and outgoing. What is going on?
Possible to prefell service template send-to mailadress?
Hello guys, I've created a service template - upon forwarding the created request - is it possible to prepopulate the mailadresses To: and cc: to send the service request to please? In most cases requests are created, then forwarded to external partners - which are, per service template, usually the same.
Cannot modify Vendor Details, Shipping and Billing Address and Price of product in Purchase function
Hello support, On SDP on demand: I find there is no way to edit/edit a vendor's information, (if you have made a typo), 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?
Requester replying on ticket does not show in conversations!
When we send a reply to the requester, and he/she replies to that email message, the email sent does not get added to the conversations, neither does it come as a new request! Their reply gets deleted from the Service Desk inbox and nothing happens! Please advise.
ServiceDesk Plus API Post
Hello, I am trying to update a request but I receive the following message: {"response_status":{"messages":[{"status_code":4001,"field":"input_data","type":"failed","message":"Value not present for input_data"}],"status":"failed"}} I am trying to update the subject field: input_data= { "subject": "blah blah blah" } "@ Thanks.
Empty value found for mandatory fields(s) - udf_date1
Getting this error when adding a resolution and clicking save. "Empty value found for mandatory fields(s) - udf_date1" I can't see any field identified as such.
Import from CSV
I am working on creating an inventory of peripheral equipment. So I created a Keyboard and Monitors area under IT Assets. I go to import using a CSV file and it will only display the final item in the file and seems to overwrite the others even tho they all have different serial numbers. I want to be able to do this with monitors and other items and want to figure this out so that I am able to import them all successfully. I have attached my csv file.
Error while saving the Technician Details.
I have enabled Login for several technicians but I cannot enable anymore. When I try to save changes after checking "Enable Login for this Technician" now, it produces an error "Error while saving the Technician Details." without any further explanation.
$LatestComment Variable
We have a field in the default closure notification for a Task called $LatestComment. It always come back blank in the email after a closure, eve if there are comments added prior to closing, Does anyone know how to correct this?
Changing Technician E-Mail Address
We have changed the e-mail addresses for some of our technicians, but e-mails are still going to their old addresses - this now causes an issue as the old addresses are no longer valid. The odd thing is that in the Technician List View, it shows their old addresses, but when you go into a Technician record it shows the new details. Any thoughts? I'd rather not delete the Technicians and recreate them if possible.
Assigning requests to Technician on leave
I've set a leave in the schedule for my technicain user... but I can still assign requests to my user... that should not be possible.... assigning request to a technician that is on a leave for several week, is very bad. Am i missing something?
Automatic field change
Hello I am trying to automtically set the value in a field in a incident request. I have a template called Services with the additional fields Cost and Revenue and I want to automatically calculate the field Profit. I am not able to do it in the SDP on Demand version. In the local version of SDP I used a script on Form rules section of the template but I can't find where to right a script and where to place it on the on Demand version. Help would be appreciated. I attached a picture of where the
Requesters receive join my company message
Hi, I'm trying to set up the self service option in SDP On Demand. I've got my users imported into the requester section of SDP. However, when I go to log in to the self service portal, after click OK to the terms of service, I get a message saying to contact the IT administrator to add the account as a user in SDP. The user account I was using is a requester with a valid email address and tickets submitted, so I am unsure as to why I am getting this message. Any assistance would be appreciated.
Subject variables not working for a notification rule - "Submitting a change for Recommendation to CAB "
Hello, I have the following as the content to the notification rule "Submitting a change for Recommendation to CAB" Submitted by: $Submitter Title: $Title. Link to Change: $ChangeLink Sites Affected: $Site Summary: $Description Impact: $Impact Impact Description: $ImpactDesc Backout Plan: $BackOut Scheduled Start Time: $ScheduledStartTime Scheduled Completion Time: $ScheduledEndTime Approval Link: $ApprovalLink When sending the approval email it's missing the following variables "$Description and
E-mail sending - spam abuse error - Office 365
Guys, For the 3th time now i'm having intermittent Email problems. Everytime this issue occurs, it is with sending e-mails from SDPOndemand. This time however i contacted Microsoft, and i have gotten assistance almost immediately. Whilst troubleshooting, we learned a few things: It affects only e-mail sending the server SDPOndemand uses to send is 216.52.72.54 which is sender1.manageengine.com The originating IP belongs to ME (X-Originating-IP: [216.52.72.54] The issue is intermittent - the last
API102 Error with Provisioning Tool
Hi community, I've successfully imported approx. 200 users into Service Desk Plus using the provisioning tool, but I am now receiving "API102 Errors" for the remaining users. Is there a limitation on the number of users that can be imported with the tool? I've increased the number of technician licences although this does not appear to resolve the issue. Cheers, Scott.
Disable user tech admin priviledge
Hello, I edit the user tech and unclick the box at end of the window where it says something about admin priviledge - my UI is in portuguese. "Admin da organização (privilégios de gestão do utilizador)". I click save but when I come back to the same window the box is ticked again... It doesn't save that changed box or the it is somehow persistent. I wish to remove this permission on some users. Our address is https://dynamic4it.sdpondemand.manageengine.com. My e-mail is pedro.marques@dynamic4it.com.
Incoming emails are not always created as tickets
Guys, Another issue: certain emails are not created as tickets/incidents. In the system log there is this notification. This is the first time this happens as far as i know. Dynamic user addition disabled or error while fetching user info for the [Email Address] : IMCEAEX-_O=GEMEENTE+20MEISE_OU=EXCHANGE+20ADMINISTRATIVE+20GROUP+20+28FYDIBOHF23SPDLT+29_CN=RECIPIENTS_CN=SVEN+20WILLEMEN@gmmeise.onmicrosoft.com [Sender's Name] : Sven Willemen [Email Subject] : Agenda ICT-Stuurgroep dinsdag 09-01-2018
Failure accessing SDP provisioning app
I'm having access authentication issue with Provisioning app which worked before but I'm getting Authentication to Zoho failed: U110:Invalid Password. I use the same account to access Servicedesk Plus On-Demand successfully. What could be the issue ? Thanks, Pete.
Notifications without attachments
in the first notification that arrives to the technician, the attached files of the ticket are not being visualized; only from a response or follow-up are visualized.
Ondemand Agents?
Hi All, i am testing the on demand version of service desk plus as the GUI is much better than the on premise version of service desk plus. The only downside i am finding is regarding being able to remote control assets. i have tested installing a probe on my network and scanning machine which works fine however remote control seems very clunky. it will connect some times. on machines i have successfully connected to if i try and reconnect i can't, some times. it seems very hit or miss. i am very
Technician Notification Emails
Does anyone else have issues with new request email notifications being sent to technicians? Emails are sent when a request is assigned, appended with an update or closed as normal. It is only affecting emails for new request notifications. I have double checked email server settings (which are working as all other emails are sending correctly) and junk notification rules. When i check a request (one created since the tech emails stopped sending) i can see that a technician auto-notification is not
Setting up Departments and associating them with Sites.
I am having problems configuring Requester information in the area of inputting their site and department details. We have departments that spread across a number of sites and the On-Demand-Service Desk Plus is unable to cater for this situation. Can anyone assist with this issue?
Unable to send e-mails - ServiceDesk Plus-OnDemand - Office 365
We use Office 365 for e-mails etc. We are able to receive e-mails fine into ServiceDesk Plus On-Demand but every time the system tries to send an e-mail, it comes up with the following error: Mail sending failed.Authentication failed The same account/credentials are being used for receiving and sending e-mails so there is no issue with the password etc.
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