Assets management questions
Hi Support Team; 1. how to bulk update bar code? 2. how to change computer from Workstation type to Laptop type.? 3. see attached pic, in Picture1, I clearly have more than a dozen Dell Latitude 7490 Computer that belongs to the Toronto Offices Site. but when I want to make bar code for them. it only pulls 2 results (see Picture2) Can someone has very good experience with ME Asset Management call me on this? There are few questions I'd like to ask about this asset management tool.
A 'custom view' quick switch bar
Hello guys, We are using views not so extensively. The reason is that you have to open the 'Views' menu, select a view, and then it switches - the different views are used, but not so much. I would be happy and to expand upon and use the 'views' a lot more, quite simply because it has the potential to clean up the views. I think it is currently to cumbersome to switch each time - but more importantly: i often forget it's there to use. So i would suggest using the whitespace to fill up the room with
Will there be Microsoft Teams integration in any way?
I’m sure most people are wanting Slack integration but what about Microsoft Teams? Our organization has been slowly moving users off of Skype For Business and on to Teams. It’s been working really well and users love it. Best part is it’s sointegrated into everything Office related and is included in our E3 licensing. No extra cost for full version. So as Microsoft continues it’s progress towards retiring Skype for Business(minus the On Prem version) and moving those users to Teams, will there be
Released: Zia for ServiceDesk Plus Cloud
Dear Customers, We are glad to announce that Zia, the AI assistant from Zoho, is now available for as a conversational virtual support agent for the users of the cloud version of ServiceDesk Plus. Zia helps perform simple service desk activities and fetch information, so end users don't have to rely on a technician. And with access to a conversational virtual support agent, technicians in the field can now perform service desk activities with simple hands-free voice commands. End users and technicians
Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, As planned and informed earlier, the Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center has been carried out today May 08' 2019. Hope the following list of IP's are white listed in your end. 136.143.187.53 8.39.54.54 136.143.186.53 8.40.222.54 Going forwarded this minimized list will be used by ServiceDesk Plus Cloud for mail fetching. You can refer to the main post by clicking here. Please get back for any further clarifications.
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, Customer's who are using their organization's mailbox/server would have configured their firewalls & white listed a set of 15 IP addresses to communicate with the ServiceDesk Plus Cloud application accessed through https://sdpondemand.manageengine.com/ i.e ServiceDesk Plus Cloud served from US data center. We are planning to minimize the list of IP addresses in the future and that would be valid irrespective of Service Provider. Also, this will avoid problems in mail fetching & mail
Masterclass – ServiceDesk Plus online training series starts May 15th
Hi folks, We are glad to announce that we will be hosting ServiceDesk Plus Masterclass series for both on-premises and cloud starting next week. The objective of this webinar series is to showcase every day IT service desk problems and how ServiceDesk Plus can be used to solve them. This series has 7 sessions covering various modules in ServiceDesk Plus along with a dedicated sessions for integrations, ESM and Analytics. Here’s a brief look at upcoming sessions: View detailed masterclass schedule
What does this field do
What does "E-mail Id(s) to Notify" do? Is it to be considered as a "cc" field when replying or forwarding a request?
Mentions Notifications
Looking for this feature in SDP Cloud: When you @ mention another technician they can be notified with a pop up or a notification in their browser.
Notification of Survey Result
We would like to get a notification email when a user survey has been submitted.
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
Actionable Messages and 365 Calendar not Working
Have a cloud instance of SDP and trying to test out Actionable Messages and 365 Calendar sync. I was initially trying just using the "Log in with Office 365" button on the sign in page, but then noticed in the help text that it only works if you are logging in with "Microsoft Single Sign on". I couldn't find any help articles specifying "Microsoft Single Sign on" specifically, so went ahead and just tried by implementing Office365/Azure SSO. I'm able to log in no problem, but still unable to get
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!
Mail Fetching Stopped Notification
Several times my mail fetching has stopped for no reason. Since that is the primary method for customers to submit tickets it is a real problem. When we don't identify that mail fetching has stopped customers wait to get responses to issues. Makes my company look bad but it isn't our fault. I submitted a support request but have received no response after several days. So this is a request to implement a new feature. Notify the administrator(s) when mail fetching stops for any reason. You should
Request for Slack Integration
We would like to put a request for slack integration. Thanks
SSO and non-SSO-login
Good Day, I am using service desk plus on demand and I implemented SSO in our domain. It also does work fine as long as you are a user of the domain. However when trying to access the Self-Service-Portal from outside the domain I receive the "NTLM Failed Redirecting To Login Page..." error. Is there any possibility to go directly to the normal login page when accessing the Portal from outside the domain? This would be great since we have customers in our domain but also outside of it. Thank you very
Released : Requests Life Cycle
Dear Users, "Requests Life Cycle" for ServiceDesk Plus Cloud is released today and is available live. Request Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
Back button in Requests Tab
When a technician has opened a request and then wants to go back to the page he was originally on using the browser Back button, it takes him to the original page of the view he was on. For example, if he was on page 5 of 10 pages, clicks on a request and then clicks on the Back button, it takes him to page 1 (regardless of how the tickets are sorted). If he just clicks on the Request tab, it takes him to page 1 also. Is there another way he should be viewing tickets? Thanks.
Next Release : Requests Life Cycle
Dear Users, We are planing for the release of Requests Life Cycle shortly and below are the details : Requests Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
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?
SDPlus on Prem to Cloud migration export process
Hi I have tried to run the export utility and now my prod system isn't running at all. There isn't very much indication of anything happening. The export process would be so much better if there were status on the export. Things like it started, the progress, the success or failure of the process. Any one had any luck with the export process yet?
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.
Next Release : User Delegation
Dear Users, We are preparing for the next release on User Delegation and below are details : User Delegation Configure backup users to handle requests and approvals of users during their planned leave. Using this feature, you can reassign service and incident requests and configure backup approvers for service, incident, and change requests and purchase orders. Under Setup >> Automation >> Delegation, enable the feature and configure the global settings. Users who mark leave after you enable the
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?
Switch from Cloud to On-prem
Has anyone switched form the Cloud version of ServiceDesk to the On-prem version? If so what were some of the issues you faced? Did it look and feel similar after the switch. Do you have any regrets?
User associated with assets suddenly showed up missing weekend of March 1st
After spending many hours getting all of our users associated with almost 900 assets 80 to 90% of the assets had been changed to In Store status from In Use Status which disassociated all of the users from the asset. We are a College where many computers are in common areas with many different users signing into them so we are not able to use the last logged in user as the owner of the asset. Support states that the logs show that the assets were never associated but I can attest to our HelpDesk
Next Release : Asset UI Enhancements
Dear Users, We are planning to release "Asset UI Enhancements" for ServiceDesk Plus Cloud and it will include below enhancements in respective ESM portals - IT Desk & Facilities Desk : Assets-UI Enhancements 1. Assets and Components sections added under Assets module. IT Desk - Classified into IT and Non-IT assets category. Facilities Desk - Categorized into facilities-based product classification (Safety, HVAC, Appliances). 2. A dashboard view of all the product types in the organization
notification rules via SMS
Goodmorning Team! I think this feature could be interesting: send notification SMS only to particular users (for example VIP users) or to users of a specific Site (for example users of the Headquarter). What do you think?
Cannot Edit/Remove Vendor information in Purchase
Hi, we are trying to use the Purchase feature in SDP on Demand and finding it really non-user friendly. After you enter a vendor's name, there's no option to modify the entry if I made a mistake or typo. see attached.
Category and sub cat by site?
Hi, I want to define or reduce the list of selectable categories dependent on the site. Cats' seem to be global across all sites? any way to do this? Thanks David.
SMS capability
Hi there, I would love to use the SMS capability however we have a corporate SMS provider and do not want to sign up for the only two you have in SDP Cloud. Can you please open this up more so we can use our own provider (who has API's already to go) and take advantage of the SMS feature. At the moment locking it in to your own approved providers is limiting. Thanks.
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.
Link projects to requests
Hello guys, I often link requests to projects. The presented list however is always filtered on "All Projects" - whilst it should filter (ideally) on 'Pending projects'. My list of All Projects is rapidly growing, so i have to look in a long list to link my project. Is it possible to change this behaviour accordingly please?
ServiceDesk Cloud - Free Version
Hi, We will use the free version of ServiceDesk Cloud. We are now in the try period, and we have all features enable for that. Is it possible disable the extras features and start from now just the Free Version (ServiceDesk only)? Thanks Paulo Santos
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.
I.e. "When a Status is "X" auto close after "X" Days"
This is currently possible with the "Resolved" status via SETUP - Request Closure Rules that automatically closes a ticket after "X" Days. It'd be really nice to have a feature that allows us to add multiple request closure rules to edit our own request closure rules based on request, not just for automatically closing, but to allow us to also add the ability to have different closing rules for different incidents. Many Thanks, -JCGrindstaff
Work Log Comment Post to Resolution
I was wondering if you could put a checkbox on the Work Log comments that would post comments to the resolution. Right now, I log my comments via work log, and then I have to turn around and type (or copy) those same comments to the resolution. In addition, if this is done, it would be nice to be able to have multiple work logs post to the resolution as well. We have some incidents that take two or three days to resolve based on conditions. It would be nice to post the date and time stamp,
Change Multi Stage Approval
Hi, We are looking to implement a 2 stage approval process for changes which requires the approval from 2 different groups of people. We know the changes have multiple stages, however we would rather only have 2 approvals that alert the first stage approver when a change is raised, then once the change has been approved by group 1, approval is requested from stage 2. Can you point me in the right direction as to how to implement this in SDP on demand please? Thanks
Multiple identities
Guys, Is it possible to add 'multiple identities' to the 'Requesters' in SDP? I've got various people that are one and the same person, but are emailing me from home, either from work (from different mailadresses thus). Merging those different mailadresses into the same person would improve useability a lot in terms of searching on names (requesters). With regards, Sven
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