"error when enable login to requesters".
When we check the box to Enable Login to Requester and do a save we receive the following message: "error when enable login to requesters". If we make any other changes to the user and do a save that works fine. We just cannot add them as requester's.
System not email requester when a ticket is udpated
I have gone into Setup > Automation > Notifications and checked the "Acknowledge Requester by Email when the request is updated" but the requester does not receive an email? I sent an email to the system and it automatically created an incident, and emailed me back stating that a ticket was created. I then assigned the ticket to myself, and received an email that the ticket was assigned to a technician, then I added a note to which the requester can see, I have changed the Priority, changed the level,
No Agents for OnDemand?
I seem to fail at finding the option to create agents to be installed on workstations, an option that is available on Service Desk Plus. I tried the Probe and to be honest its horrible, it fails to find computers that are in the same IP Range, even my second computer on my desk is not being discovered by the Probe and in such it is an unreliable tool.
Does ServiceDesk Plus On-Demand Probes Support Windows 10 / Server 1012?
Does ServiceDesk Plus On-Demand Probes Support Windows 10 / Server 1012? We see that it support Windows XP/7/Vista and Server 2003 and 2008/R2, but doe it support Windows 10 and Windows Server 2012 STD/R2? This is mainly with regard to installing and operating the Probes for data collection.
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.
Delete complete helpdesk Site?
I set up a test helpdesk site and logged in some users. I have now set up my "proper" helpdesk site I now want to delete the test site. Is this possible?
Can't create report for archived incidents
Hi, I can't find the option/link/menu to create a report using archived incidents. I looked everywhere. Is that a functionality on this version of Service Desk? Thanks, Pierre-Luc
Help with Asset Import CSV - Format for date column
I've imported several workstations and printers from our old inventory management software. Everything appears to come over, except any dates (ie. Acquisition Date, Warranty Expiry Date). I selected the columns for these dates in the drop down prior to import, but they still show as blank. Is there a specific format this needs to be in? Currently this is the format I have: Product Type Asset Name Product Name Asset Serial No Acquisition Date Warranty Expiry Date Printer Printer A WorkCentre 1234
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
Winmail.dat as an attachment
Hello, From some time all requests with attachments are shown in ManageEngine with winmail.dat instead of real files. I read already few topics here - not found a root cause. Using GMAIL email account to receive emails. Regards, Mariusz
since update the notes section is not good
Hi Thanks for the update but since the update there are some issues with the notes section, 1) when you open a note the cursor was already in the notes box so you can type right away but now its not anymore 2) when you type multiple paragraphs then the size of the font changes 3) (not important) the nice yellow background is not there anymore Thanks
New topic can not be created.
New topic can not be created was to remove all of the topics. Do you know the Solution?
Custom Fields not populating with default value
I have an additional field defined as type pick list with values Yes or No. The default value defined is "No" however when new incidents are created they are not receiving the default value, they are blank. Do I have to make the field mandatory on the template/form for it to populate a default value? That is the only thing I can think of, we were hoping to not make it mandatory as some of our group needs to use this field and others will not but we always wanted new incidents to be created with a
Both First Reponse and SLA Violated
What does it mean when "Both First Reponse and SLA Violated"
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?
SDP Online - Changing topics in solutions
Guys, How can we change the topics in solutions to customize then according to our own topics:
Edit Login Name and Email for User
Is there any way to edit a user's login name and email address?
How to delete groups being used by a module?
I need to delete a few groups in service desk but it reports that are being used by a module and cannot be deleted. I've spent some time going through each option in settings trying to determine what has to removed in order to clear the module usage but can't figure it out. How can I tell which areas need to be cleared of the group references so they can be deleted? Message - Group is being used by a module. Hence cannot delete it.
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?
Integrating SDP On-demand with OKTA via SAML
Hello I was hoping someone could assist me. I'm wanting to integrate SDP On-demand with OKTA via SAML I was wanting to know what configuration changes I would need to make within SDP On-demand to enable SAML. When I try to configure the OKTA admin console I get the error "you are not SAML enabled in Manage Engine" Regards FM
When printing, approval status does not show up.
Hi When techs have to print a ticket and show it to a supervisor, the approval status does not show up, (the tech has to go back to his/her desk to check manually the ticket) Is there any way to get the approval status on the ticket when it gets printed? Thank you
when printing a ticket all conversations show up
Hi For some reason when i try to print a ticket to see the description what the user wrote i must choose to print conversations as well. If i choose that option then all the automated system emails print as well which we dont need and probaly no one wants to see. Is there an option to just print tickets details WITH the descriptions and not the automated emails. Thank you
Business Rule to change status is not applying
Attached is a screen shot showing a business rule I created to change the status of requests to "On Hold" if they of request type "Feature/Request". We want this to be placed on hold so they can reviewed by management for each department at a later time. The rule seems to work intermittently and I haven't been able to determine why it would work for some requests and not others as they all seem to fit the defined criteria.
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.
Issues With notifications
Hi, I've just provisioned a site for ServiceDesk Plus On Demand Standard with the intention of upgrading if it works for us. The Issue I'm having is that notifications don't seem to be working correctly. As configured in the portal I get notifications when requests are created as I've specified ' Alert the following Technicians by Email when a new request is created' and entered my email address so I know the email server config is working and I can also create requests via email so it’s fetching
Merged requests disappear and cannot be found on SDP On Demand
I searched your forums for this issue and found https://forums.manageengine.com/topic/merged-requests-disappear which relates to Service Desk Plus (on site install). It states that there was a patch for it back in 2013. In our case we are using your Service Desk Plus On Demand service and the same thing happens when we merge a request with another, the child requests are deleted completely and cannot be found when searched at all. This causes a problem when someone references a previous request
Does deleting open project tasks delete a project?
I have a technician in a role that allows them to delete project tasks but not projects. The technician deleted there open tasks at the same time leaving only completed tasks on the project. They were then project back to the main project page and all history of the project has been removed. I can't find the project anywhere in service desk? Is removing open project tasks supposed to remove the project? I wouldn't think that's the case but that is what happened.
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
"Scan this system" in Internet Explorer
I think I found out that that when one accesses ServiceDesk Plus OnDemand using Internet Explorer one can choose to "Scan this system." I'm assuming this is similar to the probe scan to get Asset information uploaded into the system. "Scan this sytem" appears to use an extension/add-on within Internet Explorer, which would be great as it doesn't require a lot of configuration on the workstations part. I like this as we are a small shop. While I have been able to use a probe and have changed the workstations'
Error while saving the Filter Rules Details
Is there a limit to the number of spam filters an account is allowed to have? I keep getting a Error while saving the Filter Rules Details message when attempting to add more filters.
Editing Service Request to another Service Request
Hi For our organization we have only use Service Request either for troubleshooting and/or separate for purchasing equipment and they both have their own custom fields. The issue is that when we are troubleshooting lets say a printer and lets say we have to replace that printer, we cant change the service request from troubleshooting to a purchasing, so is there any way to edit and change the service request once it is open? Thank you
Customize the Incident Template - Future Edits?
I must be missing something, but when I go in and edit the default incident template, I've added some new fields. One of those fields is a list, so I put in a few items on that list when I initially setup up the new field box. All that worked great. However, now I want to change/edit the list of items and add and/or take some options away. I'm not seeing a way to edit the new field box I put into the template. What am I missing?
iPhone App Error
Hi I am trying to setup the iPhone app to use with the free version of On-demand ServiceDesk Plus. When trying to login I just get "Error". I have verified our domain. Any other steps needed to get this working? Thanks
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