Representing Microsoft Enterprise Agreement in Software Asset Management
I am looking for some help as to how to think about populating our Microsoft Enterprise Agreement in ServiceDesk Plus Cloud. We have M365 E3 which has license for Office & Windows. We have O365 E1 which has license to cloud version of Office We have older version of office that we haven't upgraded yet but will soon. Are we best to use Software Suites and bring in all the older software under the single Software Suite? Anyone gone through this and have some experience to share? Thanks!
Service Desk Plus Inventory Scanner Terrible
Is it me or is the inventory scanner that is part of Service Desk Plus unreliable and doesn't automate enough of the data? I have approximately 340 devices it can't scan or the scan fails. I get the ones that may not be there but some are there and it just can't do what it needs to do. Seems like this utility needs to be rewritten? Anybody using something else to populate the inventory?
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?
CMDB site details
Hi all, I am not sure if I am in the right area but here goes... The company I work for has 50 sites across Australia. Each site has it's own unique equipment and arrangements especially for telecommunications (WAN/Internet/Phone service). Is the CMDB section the right place to track all that, and, if so , how? I cannot see where they have sites listed in CMDB and if that's not a function of this module then it's pretty much useless to me. Basically, I would like to have each site listed, be
Choose Suite Component Software
Hi I am trying to add a Software Suite and when I get to the required field Component Software no matter what I type in it comes up with No matches found. I've added one previously with no issue, but unable to do so now.
service tag and warrenty expiry seem to be randomly failing on showing in asset list
currently using https://sdpondemand.manageengine.com for ticketing and asset management noticed there seems to be an ongoing issue where the probing does not seem to be detecting the assets on the domain. in this case not all laptops and desktops are showing with a service tag or expiry date. is there a quick solution to resolve this without having to manually type out the service tags for the machines ?
Cloud SD with on-prem AD objects integration
Hello to all, I'm new to this product, but I have a client that right now is using the on-prem version of SD Plus and the license will expire soon. He does not want to renew, instead he wants to go for your cloud version. I have a few question before I start to learn the software a bit: 1. Can the existing database (on-prem) be migrated into your cloud version of the product? 2. How will the Active Directory computers show up/be sync in the management console (assets I guess)? Using agents on computers,
Sorting Requests
Hello, we just moved to the cloud version of SDP and I can't seem to sort requests in the same way I used to. I used to be able to sort by technician then date within the my open/unassigned view, now I can only sort by one or the other. I tried a custom view, but that doesn't have any options for sorting. Am I missing something? Thank you Elonna
New Sign-in [Two step] page for ServiceDesk Plus Cloud
Dear User, We have revamped the sign-in flow to gear it up for cutting edge authentication. Newly revamped sign-in page provides enhanced security by avoiding phishing attacks and easier & faster SAML based authentication. This is a pre-release announcement and will give you preview of the same, with the expected behavior changes. As you all know that Zoho is the parent company of ManageEngine and ManageEngine uses Zoho Accounts for user accounts management (i.e authentication and authorization).
SDP On Demand API v3 - Update User
Hello, I am using the following URL to help me update a user: https://ui.servicedeskplus.com/APIDocs3/index.html#update-an-user Is this still the most up to date documentation? I create a ticket via API and the requester is new, so there is no e-mail for the requester yet. So, I was going to find the user with the ID the response gave with the request creation and then update the user email_id. Is this the correct URL to use? PUT https://{URL}/app/itdesk/api/v3/users/{USER ID} The input_data is:
SSO for trusted Domain
We are trying to configure access to our HelpDesk for users from new asset with separate ActiveDirectory Domain. We already have configured SSO using ADFS 2.0 in our main domain for access to HelpDesk and configured two way trust between our AD. So, now we need to provide the access for users from new asset from trusted domain. How we can do this or what options do we have?
Oganization Invitation email
How or where do I edit the contents of the organization invitation email that is sent to the user to join the organization?
VIP users
How to flag users as VIP and automatically increase priority on their tickets?
Yealink IP Phone scanning
Hi Has anyone successfully managed to get SDP Cloud to scan yealink IP phones into the Asset register? Yealink have removed SNMP function from their phones and I have been unable to create a scan using http on port 80. One of the main reasons we bought SDP was asset management and now it appears a large part of that functionality doesn't exist.
Ticket passing through multiple groups registered in each for reporting purposes
Hello, I have an inquiry to make regarding the possibility of a particular request being able to be registered once for each group it is being assigned to in order for the reporting tables to present each groups workload correctly. I.E. Incoming email parsed, servicedesk creates request, assigns to group1. -> Technician1 of group1 performs actions, assigns to group2. -> Technician2 of group2 preforms actions, returns to group1. (Reported as Resolved for group 2) -> Technician 1 of group1 contacts
Ensuring the Resolution field is populated before setting Status to Resolved
Hi there, I'm configuring our SDP (Cloud) and when creating a test ticket I noticed that I am able to resolve the ticket without anything written in the Resolution field. I would like to ensure that the Resolution field is populated before our Technicians are able to mark a ticket as Resolved. I'm sure it's probably a very straightforward setting change, but for the life of me I can't find it in the documentation I've looked through. Could someone please advise? Thanks, Amy
Assigning and finishing tasks from service/incident requests for normal users
Hello guys, I've asked the question already through the build-in help function of SDPOndemand. I've decided to also post it here, because we had an internal discussion about it. It's about tasks that can be set up on service/incident requests. Currently only an 'owner' can be set, which are only technicians. This in itself hinders and limits the application of SDPOndemand significantly in our opinion: individual tasks are 99% of the time relatively small tasks that have to be accomplished by a single
Not all assests reflecting
We are using SDP Professional Edition on Cloud. Using Domain Scan. Only half of assests showing in asser tab Implementation done before 2 weeks. Tried all the solutions provided by support. Gets error while scanning on more than 120 assests.
Notification on SLA change
Hi, We have the system set so the longest SLA is assigned as default when a request is raised, unless they use the self service portal and set their own SLA. The notification they get sent when the request is opened advises them of the timescales they should receive a response and resolution, however we commonly change the SLA as some requests are under or over prioritised by users. We'd like the updated SLA to be sent to them in a notification, however I can't see where this can be configured,
Change Implementer Role
Hi, We sometimes need to raise changes on behalf of third parties that complete work for us. We'd like the implementer role to be correct but it only gives us the option of Technicians to be the implementer. Is there a way we can add either contacts or people unknown to the system to this field? Thanks Tom
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.
Next Release : Contract and Project Enhancements
Dear Users, We are planning for the next release of ServiceDesk Plus Cloud with "Contract and Project Enhancements". Below is the brief summary of enhancements : Contracts Contract Management in ServiceDesk Plus brings you many new features and enhancements along with a complete overhaul of the Contracts module. New Features Specify the type of contracts as maintenance, lease, support, warranty, and more. Configure contract types under Admin >> Customization > Contract Management >> Configuration.
How maintain unique assets via asset management
Hello We are currently considering ServiceDesk Plus EMS in the cloud. I have been reviewing the asset management module and would like to know if it's possible to select different fields as the Primary Key? We want to ensure we do not have duplicate asset entries eg the same mobile phone serial number entered more than once. Initially we plan to import an asset list via a csv file and manually enter assets as we purchase them. We use the serial number and asset number of each asset to ensure uniqueness
Import users from Google Apps
Hi ALL! I have account in SDP Cloud and this account is linked from my Google Apps Suite (i use domain-1.COM) How i can import to my SDP Cloud portal users (as requesters) from other Google Apps Suite (they uses domain-2.ORG) ??
How do I perform an AND/OR search in ServiceDesk?
Hi. How do I perform an AND/OR search in ServiceDesk? I've tried all combinations of AND and +AND & including key words in ' 'or " " but to not avail. Any suggestions would be greatly appreciated. Thanks AU-PC12GVAB
Prevent Redundant Request Creation
Hello there, We 're have some trouble on ServiceDesk Pro sdpondemand. The case is that we have multiple groups associated with unique email IDs. (Support Group 1 : group1@support.com, Support Group 2: group2@support.com etc.) Right now when an email is received one ticket is created for each mention of the relevant email IDs in the To: and Cc: fields. For example the retrieval of an email like this: To: group1@support.com; group2@support.com Cc: group3@support.com Will result in three tickets created
Hide Description
Could someone please send me to the right place to find out how to hide the description. I've checked a few posts but I don't see any of the options in form rules. Desperate here! And for that matter hide Requester Details.
Next Release : Release Management and Change Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Release Management and Change Enhancements" and below are the details: Release Management ServiceDesk Plus Cloud now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy
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?
Report on Past 12 Months
I am using Service Desk Plus Cloud. Is there a way to report on received requests over the past 12 months. I was hoping to set it up as a scheduled report to be emailed to certain people within the organisation. I know I can look at this year and create a line graph as part of the report but would love to know if there is a way of reporting on the last 12 months.
ServiceDesk Plus 10 release versus ServiceDesk OnDemand
Guys, It starts to become really tempting just to hop over again to SDP 10 instead of using the OnDemand version. This new version came out, and i was surprised to see the sheer amount of changes that this product has seen over the last 2 years, in comparison with SDP OnDemand. Now, i'm not saying SDP OnDemand hasn't had it's changes - but the changes are much more visible in SDP Plus - the whole interface has had an overhaul. This made me wonder: what can we expect the coming year of SDP OnDemand?
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
Change Module - SD+ Cloud: New notification
Request for new notification specific to when a new note or attachment has been added to a Change ticket. There only seems to be a notification for when the CR is modified via stage/status. Thanks.
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
Overall performance
We have no issues with sites in general, but the performance of the ServiceDesk Plus Cloud is abysmal. At least a dozen times a day , I need to close and re-open the window because it simply will not load the next page (e.g. "Resolution"). I constantly have to refresh because the pages don't load. For a web service, it just seems incredibly sluggish. I raised a ticket for this before and was just told "everything is working fine". The issue is not specific to my PC - other technicians have bemoaned
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
Looking for a way to export a list of request (with details: id, technician etc.) based on category
I'm using servicedesk in cloud: is it possible to do that?
Task and Milestone Order wiithin a project
The order of the Task or Milestone should be able to be changed.
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" } } }
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