No notifications or bold text when replied on a ticket
Guys, I've noticed that the ticket is not always set in bold text when a reply comes in. There's also no notification of it, so tracking all incoming emails on tickets manually is surely not easy. Possible to take a look into this please? With regards, Sven
REST API and ASSETS
Hello! I try to automate to add some assets to Servicedesk via REST API with powershell, but can't figure it out. Have someone a clue what I'm need to do? Or is it even possible to add assest through uri: "https://sdpondemand.manageengine.com/api/cmdb/ci/" ? $INPUT_DATA = @" <records> <record> <parameter><name>CI Name</name><value>sdp-w2k3-2</value></parameter> <parameter><name>CI Type</name><value>Windows Workstation</value></parameter> <parameter><name>Product Name</name><value>Latitude Optimus</value></parameter>
Troubleshooting SAML issue with OnDemand SDP
Good afternoon, I'm having an issue getting SAML configured correctly. I have already setup ADFS2.0, verified domain, setup a redirect to my internal server and have opened ports to allow communication back and forth. An example of the issue that I'm seeing is as follows: The user gets redirected to my sub domain and then is asked to enter domain credentials. If you enter the wrong password it does fail like it is suppose to, but if you enter the correct credentials you receive the error depicted
Replying to Incident by Email does not Send Email Thread within the Notification
Hello, A notification within SDP OD is set to send to the requester anytime a ticket has an email reply. The email reply template is setup as below. It's mostly the default with the exception that we added "$Description". The $Description does not include any new conversations/email threads in the notification, only that from the original ticket creation. Is this by design or is there a way to accomplish this. " Dear $RequesterName, This is an acknowledgement mail that your request with request
Users cannot attach files to requests
Occasionally we receive reports from users that the + sign to add an attachment to a request is unavailable or malfunctions. The end result is they cannot attach a file to their request. Our users have Internet Explorer 9 or above. I've had it happen to me and I use the latest Google Chrome browser. So it doesn't appear to be browser specific and the condition is intermittent and cannot be recreated on demand. Temporarily if a users refreshes the page adding attachments can be restored, sometimes.
Unable to add a technician user
Hi! I'm trying to add a technician user but SDP returns a message saying that the user already exists, but don't. I've added others users to the SDP and I hadn't any problems. Anyone had this issue? Thanks.
Using an Office 365 shared mailbox under Mail Server Settings doesn't work
Hi, We just started using SD Plus-on-demand enterprise and trying to use Office 365 shared mailbox under mail server settings but it doesn't work as shared mailboxes(Office 365) don't have a password. If I use my login details, it works fine so we know that the server settings and port numbers being used are correct. I have tried using the following as I have full access to the shared mailbox Username: myid@xyz.com\sharedmailbox@xyz.com Password: My Password E-mail Adderss: Shared Mailbox The above
Map non-matching AD fields for site locations
I use the AD sync tool in my org to sync user details to my service desk plus on demand... I have multiple tenants in my suite that I separate into multiple sites... So something like "DC Company1" "DC Company2, etc. etc...." Company 1 is my organization, and Company 2,3,4 are other companies that we support in the same geographical region... (some sit in our offices, some across the street, etc..) Everyone but Company 1 is not in our AD in any way... Everyone in Company 1 is synced from AD
ASSIGN TO SITE
Hallo, i have to different account forwarded to the default mail setted up on the free on demand system. I have 2 different sites. I would like to assign incoming tickets differently based on the incoming mail using some automatic rules. Is there a way to? Thanks. fp
Assign to site in bulk - asset components
Guys, Seriously... seriously: this has been asked various times in the past - still this is not included. I have many many components to add through the purchasing module. They end up in the Assets module within components (like keyboards, mouse, etc.. for example - small things really). I ordered 55 keyboards last week and i have to assign them to a site... Yesterday i ordered 20 eID readers... etc.. i have to do this one by one currently - which takes an absurd amount of time to do on large amounts
Problem with reply template
Hello, We edit the default template response to keep the ID and Title for the request on the subject, as imagem bellow. Because we need something like: Re: [Request ID :**25**] : Test For the first response is working fine, because the subject of the first email is 'teste assinatura' But for some reason it's taking the full subject of the last email and increasing in my answer, so that: $Title for the last email received = RES: [Request ID :**5**] : teste assinatura My reply template "Re: [Request
I can't get conversations to import
We are migrating from an on-prem version of spiceworks. I've managed to import tickets but I cannot seem to import conversations. The error I get is Failed Exception while trying to populate table Notification, for the sent notification. Any help would be appreciated.
Unable to send e-mail using Office 365 e-mail account under Mail Server settings
Using Office 365 account under mail server settings. Incoming e-mails are fine but outgoing e-mails are not and comes up with following error. Using the same credentials Mail sending failed.Authentication failed Have tried changing the password but didn't work for the account but it doesn't work. Below are the server settings: Server Name: smtp.office365.com Email Type: SMTP with TLS (Port 587) Username: Same username that entered for incoming mails Password: Sam Password that I entered for incoming
Notificaction Error
Hello, Do this steps and you can see the error. Go to Setup-> Notification Rules -> E-mail technician when note attached to a Request click in "Customize template" In the Message, insert: Request: $RequesterName (This show the technical name) Technical: $Technician (This don't show anything) Status: $Status - (This don't show anything) 4. Check the mail sent by the rule. I hope the correction is considered in the next update. Thanks.
Office 365 shared mailbox not working - SMTP
Dear Team, We recently migrated to Office365 and I configured SDPOnDemand mail settings for a "Shared Mailbox" as recommended in previous topics with no avail. I created receive connector with all the SDPOnDemand IP Addresses and yet not working. After alot of troubleshooting, I switched the mailbox into a regular mailbox and it worked. Regular mailbox requires a license while a shared mailbox doesn't, so can you please let us know how to make the settings work for a shared mailbox. We have other
Cannot add software
Guys, I'm trying to add a new software license - in this case a "Office 365" license. I made a software item "Microsoft Office 365" first (manual), against which i would need to add various licenses. As you know Microsoft has various licenses: Office 365 ProPlus, Office 365 Enterprise E1, Office 365 Enterprise E3, Office 365 Enterprise E5, etc... So i add a new software product and change the product name to reflect the type of license i'm buying - but i can't - this is the error: (if i don't change
How to use Import from Zoho Business if our domain not Public?
Hi Everyone, We want to import users using Provisioning Apps, but our domain are not public, are there any other ways to import users into Zoho Business? Regards, Gunawan
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
"Backup Tech Chart" location in the new ServiceDesk on Demand
I would like to know where can I find "Backup Tech Chart" in ServiceDesk on Demand (cloud version). It is available in the old version (9.3 Build 9306), but I couldn't find it in the same location on the new ServiceDesk on Demand . Do I have to activate a specific setting or it's not there anymore?
Need to import users from azure ad
Need to import technicians & users from azure ad .
Strange dates on Reports
Hi When we run reports we get some strange dates on the results as seen here on this screenshot: My Date/Time settings are: Thank you for your feedback. Greetings Jimmy
Posta gönderimi başarısız oldu.Can't send command to SMTP host
Our support system email communication is not working properly, but actually our mail system is working properly. When sending mail over support system , i have been getting such that message : Posta gönderimi başarısız oldu.Can't send command to SMTP host. In our mail configuration, smpt auth is 587 without TLS, but in the support system mail configuration, there is only a choice "587 with TLS". İs this a problem to communicate?
Mail Sending Failed
Hi All, Suddenly, just as of this morning, I am unable to reply to requests. When I attempt to reply I receive the following message... I am certain that all of the "Mail Server Settings" (https://sdpondemand.manageengine.com/AdminDetails.cc?forwardTo=email) are correct...and besides...it has been working for over two years and nothing in our environment changed since yesterday. Has anyone encountered this before and, if so, can you please share the fix? Thanks, Tom Preston PS: I thought I would
Manage Engine sdpondemand down?
Is anyone else having trouble with Manage Engine today?
Old SDP-onpremises
Guys, This is urgent because i need an old ticket and po from my old installation for auditors. I need access to my old sdp on-premises (which i used before we switched to SDPOndemand), which contains a ****load of old information. I've noticed i could not start it, but it gave me no errors whatsoever, just in Chrome a message "Connection refused". I've played around with it, and through run.bat in the bin directory, i've noticed a error message: "Registered Period has expired". I need access to
Archive Request Problem
Major problem when attempting to open ANY archived request - we only get an "Unknown Error Occurred." message. This is becoming very urgent. Submitted a service request (3730275) 4 days ago, but no word back yet. Can anyone assist?
Error While Saving the Technician Details
I have enabled Login for several technicians (maybe 50-60), but I cannot enable any more. 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.
API102 Error Occured in Provisioning App
I haven't used the provisioning app for a while but now when I try to import new users I get the "API102 Error Occurred" message. Is there a more detailed log generated for the provisioning app, and/or is there a known cause for the above error? I have two open tickets regarding this issue on ID 3712858 and ID 3701005, neither have been responded to apart from the auto generated reply. Regards, Thomas.
What SD+ OD is missing
Hi Guys, I am in the evaluation stages of SD+ OD and we are looking very seriously at making a purchase however it seems to be missing a few key elements that would be very handy to have. The ability to change or modify the 'Helpdesk Dashboard' to show information that I want to see, example, I would rather see Requests 'resolved' not 'closed/completed' in the last week Advanced Search of requests and export the raw data - I want to run a search on all calls closed this weeks and see the raw data
Setting Last Logged In user as Asset Owner
Is there a way to set the last logged in user of a Workstation to be the Asset owner? After a first time scan manually assigning an owner to each asset is a significant undertaking
Search results SDPOndemand are incomplete and inconsistent
Guys, I've noticed this morning that searches don't return the results. In my case if i search the word "subsidie" of which i have various tickets with that word in it's subject line, i only get one single result... ticket #828 is the only result, while at least also ticket #50 should appear. Several others tests i did this morning point me in the same direction: search results are not complete. I even tested it with the various view filters which i set active (All Requests, and then search). Considering
Performance issues SDPOndemand
Guys, Something wrong? I've got serious performance issues on my side of the planet. Just to be safe i tested with other sites and checked our speed, nothing wrong with our connection whatsoever - all other websites load in the usual speed, except SDPOndemand.... Just opening a ticket takes quite a while (loading...) it says on top of the page. With regards, Sven
Azure SSO and custom subdomain SSL certs
Hello, I have Azure AD SSO setup for SDP On-Demand. I've uploaded the cert supplied with the Microsoft SSO app configuration. The problem I have is when I use my custom subdomain, the domain shows as not secure for an invalid cert. For example, I go to https: subdomain.mydomain.com redirects me to my Azure AD SSO login. After login, it redirects back to subdomain.mydomain.com with invalid cert displayed. I cannot find a place to add the cert for this domain within SDP OD. Of course, all works
How to use probes
I've created a probe for my corporate network and it says it's running. I've added domain and network info as well. However I can't seem to scan any assets. Do I need to install an agent on a client computer? When I look at scan status I see failed but I can't find any additional information to tell me why it's failing. I need more detailed help in understanding how probes and scanning my network work. Thanks'
Email command not working from script automated email.
One way we use our helpdesk system is to keep track of computers we loan out to students. We have a google form set up where students put in their name, homeroom, what computer they need and why, etc. When they hit submit, google script adds their info to a google sheet as well as emailing all the info to our helpdesk email. I've set up email commands to parse the emails as they come in, but this is where the problem lies. The email that google script sends is NEVER parsed... Now... I can take this
Mobile App. SSL Certificate
I've sdp OnDemand on my android phone. it gives the below. tried to re-install the app. with no difference.
Provisioning App returning 500 Internal Server Error - API102: Error occured
The app itself 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 1194 more users to migrate so they may log in and send requests through via Web Portal. 194 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users.
Requester creating new incident results in two identical incidents
I recently noticed intermittently when a requester creates an incident we will see a duplicate incident with a unique Request ID. For now we close the duplicate but we do not know what conditions are creating these duplicates. See attached image showing the same date/time stamp and history information and unique request ID numbers.
Timestamp in History
Hi all When we look in the history of a request we see that there are some strange timestamps presents. I don't know if this is intended, a setting or a bug? Greetings Jimmy
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
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