Requesters Column Chooser does not show the Requester Additional Fields
When a Requester is selected in a New Incident, the Column Chooser in table setting window of Select Requester window does not show the Requester Additional Fields. This funcionality is available for asset management, and Contract management but not for Requesters. The Requester search utility is not available por Technician Role, except to admin role. I request to be available this funcionality for all technician role. There is a work around to fix these issues? Regards, Javier
Incoming group email not working
Hi there, I've setup a new group with a group incoming email address which I've aliased to our main incoming email address. When I send a mail to that address it hits the service desk but doesn't assign the group. Is there something I'm obvious I'm missing or could there be an issue? Many thanks Michael
Self service portal - change and problem information
When a requestor creates a request that a technician attachs to a change or problem it is not visible for the requestor in the self service portal (for example a new feature request or an incident that cannon be solved instantly but is a problem). What is in this case the working method of Manage Engine?. I would expect that a requester can see the problem/change information he relates to via his requests in the self service portal? Maybe I'm missing something, who knows? Which status do you giva
Dissociate
I setup a test work order system for on-demand use and I'm trying to spin up a newer production one. However, when I invite some of my techs from the test system it says I need to dissociate from the first organization. However, I've already gone inside and deleted them from my tech list. How can I dissociate these few guys so they can accept the invitation to another help desk system?
PROVISION APP ON DEMAND LDAP Problem
Hi, I am trying to setup SD+ on demand and I am stuck on the LDAP screen in the provisioning app my domain is verified as a .co.uk address but I think I am getting the details wrong as I keep getting an operational error, I know the username and password are correct and my DC address is correct so I can only assume its the Base DN that's wrong, I have CN=users,DC=company,DC=CO.UK is this ok ? Paddy
Error while connecting to mail store
My SDOnDemand is giving the following error; Error while connecting to mail store: javax.mail.MessagingException; nested exception is: java.io.IOException Please can you assist
Cant delete items from purchase order, Not printing correctly
Hi When the techs put in items in to Purchase Order form, then they dont have an option to delete the item if they put it there by mistake. Also when printing the Purchase Order the whole PO does not look like the print preview, and the name of company with the address collide (please let me know if you want to see a preview. Please advise. thank you
User getting two emails when ticket is resolved
Hi When a tech resolves a request and changes the status to resolved for some reason the user is getting 2 emails. 1) the request has been resolved 2) the request has been updated The second email shouldnt be triggered and its really confusing our users. Please advise ASAP. Thank you
Time Zone Incorect
Hi I am having an issue with the setup of a new Site for the Business but when i am selecting the time Zone all i get is North America and not Australia, the region is set to Australia, i have looked through to ensure that everything is set to the correct country and region but still nothing has changed, PS : i did forget to Mention that we are using the Cloud base solution and not locally hosted, Thanks Garreth
SDP On Demand Gmail Outgoing email problem
Hello, I am using Service Desk Plus: On Demand and I am having an issue with sending an email out in reply to a request. When I press the "Send" button I get the error message "Mail sending failed.". I am using Gmail as our mail server and the information I have input into the Service Desk Plus: On Demand mail settings are below. Server Name/ IP Address: imap.gmail.com User Name: <User Name> Password: <Password> Email Address: <Email> Email Type: IMAPS (Port 993) TLS: Checked Fetch Mails Every: 2
SDP On-Demand - how to reset requestID to start from a 6 digit number ?
Hi, I am looking at using ServiceDesk Plus, Cloud on-demand version. I want to know how I can change the requestID to start from a 8 digit number eg start from 6000000 and then increment up from there ? Is this possible ?
Google Chrome support for SDP On-Demand while single sign-on is enabled
Hi all, Is anyone able to get manual login prompt authentication to work while having single-sign on functioning? We have SSO working on IE which required an edit to an iis config file to bring SSO to the top of the list. Then, when using Google Chrome to try to authenticate, it does not accept the login and only produces an event log entry that does not show a domain.
Service desk Plus Mail Fetching Exchange 2013
Currently unable to fetch mail from Exchange using IMAP port 143 get this error Error while connecting to mail store: javax.mail.MessagingException; nested exception is: java.io.IOException FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox:[null] Any help with this would be appreciated
Require approval for CR's
How do I require approval on change requests? It looks like all of my tech's now can close change requests without it being set to approved. I've seen forum postings from many years ago requesting this but I can't see this feature implemented anywhere. This is not ITIL compliant which is a marketing point of the product.
REST API: How do I add "problem"
In the documentation, I figured out how to add request and note.
SDP On demand - CMDB issues
Hi SDP team, I'm currently testing SDP On-demand. First of all, i was absolutely gobsmacked by the fact that the on demand version has a completely renewed interface, while on the forums a thread has been locked regarding the renewed interface of the on-premises version. A post that is more than a year old... To the point, currently in the SDP On-demand version i can only add the following: Access Points Printers Routers Switches Workstations Non-controlled workstations Servers Projectors Scanners
assigning roles
I created a new role which I have to assign to certain techs. My issue is when I go to assign the role, it does not show up at the bottom. I have SDadmin, SDAdminsite rights. Can somebody help me? Thanks Gunnar
Send mail authentication failed
We have entered our incoming and outgoing mail settings but i keep getting an error message "Send mail authentication failed". The username and password details are correct and i am trying to use SMTP (port 25) exactly the same as we use for our email client. Any suggestions?
Apple App Crashes When Trying to Select Category on Ticket Creation
When we try to create a new request on the Apple App (ServiceDesk Plus OnDemand version 4.3.3) the program crashes and closes after you try to select a Category for the ticket. I have tried it on multiple iPhones and also on the iPad and get the same result.
Probe Still Says yet to Scan
Hello, I have installed the probe on my windows 8 laptop. I have registered it and set it to do a domain and a network scan. For the domain, what is the username format that should be used? Either way. The probe says that its checking in but when I schedule it to scan nothing happens. The network scan and the domain scan have the little exclamation mark that says "yet to scan"
Time Spent shows 0:00
Hi there, I am new to SDP on demand. It is pretty cool and quite user friendly on UI. However, I have got a problem on changing the "time spent"on a request. I added the work logs and add some values in but the ticket still shows 0:00 in time spent. Am I doing anything wrong ? thanks, Michael
reply/forward mail request id is in the subject but system create new request
sometime when reply/forward mail (request id is in the subject Ex. RE: Request ID :##1176## : RE: reset vpn ) Why system create new request?
OnDemand API and URL Encoding
API requires URL Encoding of parameter values. I tried doing this and saw that not all special characters are accepted for incident description. Main example would be newline (%0D), but there are other characters as well. In such cases I get an JSON_PARSE_ERROR with error-code 4001. Any insight is much appreciated
Using API to create incident
I am trying to use API in order to create an incident within On-Demand Service Desk. I have created simple HTML with form element and a submit button. This is the attached file submit_form.txt and it works well. Incident is created with parameters specified in INPUT_DATA element - as it is described in On-Demand WIKI. That simple HTML does not offer returning a proper response to user, so one needs to use JavaScript and XMLHttpRequest. Attached file submit_js.txt is showing the same form, but this
Default Task List
On the Home Page, is there a way to change the default list for Tasks from 'My Open Tasks' to 'Open Tasks' When managing multiple technicians, it would be quicker to click on the Task list and show 'Open Tasks' for all Technicians that are being managed. I know this was customizable in the On-Premise version of SDP. Right now if I click on the list, it shows 'My Open Tasks'. When I change to 'Open Tasks' and then click on a task to review status, etc., when I return to the Home Page, the default
Error Message: Access denied from this IP address
One of my Technicians cannot seem to logon onto his SDP On-Demand Account from anywhere except his PC in the office. When he tries to logon on using his iPhone or from a remote location, he continues to receive the following error message: Access denied from this IP address I have checked his permissions and at the moment, he is setup as an SDAdmin. These are the same rights that I have on my account, and I have no issues logging on using my account from anywhere, mobile app or remote location.
email subjects assigned to certain groups
Hello, I have defined subjects and like to assign each subject to a certain group example: all incoming emails with subject "france.support" should be assigned to department Paris group 1st line. I have tried may times with business rules without success. No changes at all. Thank you for you help.
Probe Icon Status - Connection Troubleshooting
Does the Probe Icon within the Setup > Probe have a purpose? On my network computer, the Probe Service icon has a green light indicating to me that it is running and that there is connection to OD SDP. Within the OD SDP application under Setup > Probe, the icon has a red light. To me this indicates that it is not connected to the Probe. I have been running scans for the last few days and this is the second time where I appear to have lost connection between the OD SDP and the Probe. The first time
API - Integration to open Tickets
Hello Guys, We are evaluating the possibility of opening requests within ondemand manage engine through XML files generated by another application for mobile data collection, would like a step by step, how to configure API.
Scanning Printers / Routers
I have added a printer to my ODSDP. Within the Printer Configuration, the SNMP community has been setup and I have set the credentials in ODSDP to connect to that community. When I click on scan now, it uses the Probe that has been setup on my network but it does not read anything from the printer. I have reviewed the User Guide for ODSDP but there is nothing under ASSETS > PRINTER to ensure i am setting this up correctly. Is there a specific setting that needs to be used?
Database Clean Up
Hello all, I'm new to ManageEngine and have recently started working on the Asset Management module. I was in a hurry to import our Asset Management information (From an old Service Desk and several Excel sheets) before I fully understood the relationships and the impact our AD information would have. Since then I have learnt how to correctly implement the Asset Management and I have cleaned up our AD details for the correct 'Sites' and 'Departments'. We now have a large amount of 'Sites' 'Departments'
Virtual Hosts and VMs
For my on-premise SDP, I have an Asset classification of Virtual Hosts and VMs. I cannot find this type on the On-Demand SDP . Where might this be setup or is it not available yet? Also, how do I scan a VMware server and vcenter from On-Demand SDP? The Probe seems to only work for windows based machines.
Line Breaks in response templates
Hello, Since we have moved over the updated version of the service desk, issues have appeared in our templates. 1) When you select the template you require, to respond to an email, first it does not recognise the template. You have to select another template, let it fail, or appear with no text. Then select the template you want, and text will then appear. 2) When the text does appear, it does not recognise line breaks. we have tried using various ways to try and create line breaks: <br/> \n
Create Date not showing correct timezone
On all the views the Dates such as Create Date show as UTC time, is there anyway to change this? I have the timezone under Company Details set to Central American/Chicago
Report Query
Hi, Is there a way to produce a report that will show all incidents with the below constraints: Using a particular template All open tickets or, Tickets that were closed the day prior. It only seems to be the last item I cannot seem to achieve as I can only select a hard date.
SD+ on Demand IE 11 not refreshing requests.
Using IE 11.0.14 and have set the autorefresh rate for requests to 3 minutes. It doesn't seem to autorefresh at all. Chrome 39.02171.71 m works fine. Anyone else seen this, and/or got any solutions? Bob
Issue with custom domain
So I setup Servicedesk ondemand to use our company domain for the web portal and setup the appropriate dns records. If I browse to the url, I get an error that the url in not found. If I add a period to the end of the url, then it works. Does anyone know what the problem could be and how to fix it. Thanks. Mark
Asset Details missing when added manually.
Hi, When adding IT Assets manually i do not see the software and hardware tabs displayed when i click on the Asset. These tabs show when Assets are added via scan. I am therefore unable complete any fields myself or allocate software licenses etc. Can anyone advise a fix for this?
Provisioning APP configuration
HI I am looking into automating the link between the SDP on demand and AD for requesters so that our information is up to date but I got a few queries I would like some opinions\help on. If I link it with AD will the existing user database be deleted or duplicated as some of the users information is different in SDP than it is in AD. We have a lot of external requesters who email in who are not in AD and would like to know if when I do automate the information to SDP will they be deleted? Also
Responded Date - Service Desk
I'm running service desk version 9 Since Response time is a key to measure our staff KPI, what is the proper wokflow for the system to capture Responded Date? Looking at the current system, Responded Date will be fill up if the technician response through the system. However, if the technician Resolved the case the Responded Date will not be capture. Can anyone advise how to properly handle this?
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