User unable to login to the portal
Hi all, Please assist, User is getting "You are not a registered organization user" error when she tries to login to the system. I have checked if she is enabled to login and yes she is but she is getting the error. Not sure if we have reached the login count on our OnDemand account, the admin email address is cjardim@growthpoint.co.za.
Deleted main technician with org admin privilege access
I accidentally deleted my access as the main technician and have lost all administrative access. Are you able to help reinstall my status ?
Planned maintenance of our US Data Center: July 7th, 2018 – 7:30 PM to 10:30 PM PST
Dear Customers, We have planned a network infrastructure upgrade on our primary data center in the USA on July 7th, 2018 from 7:30 PM to 10:30 PM PST. This upgrade will help us support our expanding server farm more efficiently. During this upgrade, we will be switching ServiceDesk Plus OnDemand to our secondary data center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, please let us know
Importing information from Google Apps
Where in Google Directory does the Department Field populate from when using Import from Google Apps? Will there be an option to import phone numbers and sites as well?
No technician with org admin privilege assigned
Hello: I need to add more technicians to SDP Ondemmand but I am recieving the message "You need organization admin privileges to add new user with login permissions". I've checked on the technicians list and no one has the blue star. I'll appreciate your help on this. Regards.
Survey Questions: Add different questions based upon Satisfaction Levels
Hello, Is it possible to have the form be a bit more dynamic so that when a user clicks on the level of HORRIBLE or BEST TECH EVER that it can be dynamic to provide a different set of questions depending on what they choose?
Changing Technician E-Mail Address
We have changed the e-mail addresses for some of our technicians, but e-mails are still going to their old addresses - this now causes an issue as the old addresses are no longer valid. The odd thing is that in the Technician List View, it shows their old addresses, but when you go into a Technician record it shows the new details. Any thoughts? I'd rather not delete the Technicians and recreate them if possible.
Difference between the Probe and using the Scan Script
During the user conference they brought up the Scan Script option. This runs at workstation logon and then uploads the scan directly to Service Desk Plus, only needing an internet connection. We are currently using a daily probe to scan our workstations (mostly laptops). I'm curious, wouldn't the Scan Script work better for us and be more accurate? I'm thinking you'd want to utilize the Probe for items that are guaranteed to always be on the network (Servers, printers, desktops, etc.) Am I thinking
Outstanding tickets?
Is there a way to trigger an automatic report to technicians when a call has been in a certain state for a period of time? Ideally after a period of say, 5 days where a call has not been edited an alert or trigger will happen where the Tech is informed, the status changes. Can this be done in a report as well?
auto suggest feature
is there a way to turn on the auto suggest feature for new incidents, similar to the on-premise version of SDP?
Change timezone in Scheduled reports?
Problem: my scheduled reports are in PDT What I have done :personal setting and organization in EDT
Manage engine free version can we use in cloud
How to use manage engine 5 technician free version in cloud.
Requester - Site Field
I've noticed that the Site filed cannot be removed from the Incident Template, and I have no issues with this. So I'm wondering, why not just make it a permanent part of the Requester form on the template? I've tried moving it there into that open space, but it would appear that it won't allow us to do that. Unless there is a way to edit the Requester portion and I'm just not aware :) Thank you, Josh
Assigning requests to Technician on leave
I've set a leave in the schedule for my technicain user... but I can still assign requests to my user... that should not be possible.... assigning request to a technician that is on a leave for several week, is very bad. Am i missing something?
Moving OnDemand Service Desk Plus to Azure AD
Hi All, Does OnDemand service desk plus support Azure AD, we want to move the OnDemand service desk plus authentication from ADFS to AzureAD. Kind Regards, Delisile Mzila
OnDemand running really slow.
When trying to browse, we are hanging up, or updating and/or saving tickets. It's taking 30 seconds to a minute to save. I've verified with the OnDemand status site that everything appears to be up. Is a large upload occurring?
How do you do a Bulk Country change in Your User Profiles in ServiceDesk Plus Cloud?
Hello SD+ Community! We are from Brazil and we are starting to use ServiceDesk Plus Cloud (SaaS version of SDP). To see SD+ Cloud in our Language (Brazilian Portuguese), we need to access ESM Directory >> Users >> and set: Country to "Brazil" and Language to "português" If we just set language to "português", our users see everything in Portugal-Portuguese and no Brazilian-Portuguese. So... The little secret to put in our language is set Country too. But, if we select all users and click in "Edit"
Adding User custom fields
Hi, I'm using trial version (30 days) on Cloud; I didn't find the way to add User custom fileds. Is this due to the version I am using? Will this feature allowed in on cluod version (no trial)?
Application Timeout
Currently there is no option to set a timeout or auto logoff. It would be nice to have this for security reasons, especially for technicians.
Automatic field change
Hello I am trying to automtically set the value in a field in a incident request. I have a template called Services with the additional fields Cost and Revenue and I want to automatically calculate the field Profit. I am not able to do it in the SDP on Demand version. In the local version of SDP I used a script on Form rules section of the template but I can't find where to right a script and where to place it on the on Demand version. Help would be appreciated. I attached a picture of where the
Automatic field change
Hello I am trying to automtically set the value in a field in a incident request. I have a template called Services with the additional fields Cost and Revenue and I want to automatically calculate the field Profit. I am not able to do it in the SDP on Demand version. In the local version of SDP I used a script on Form rules section of the template but I can't find where to right a script and where to place it on the on Demand version. Help would be appreciated. I attached a picture of where the
Information and Warranty in Dell servers and workstations
Hello, I have DELL in almost all of my servers and workstations. If I know in SDP the service tag of the workstation or server, why I can't download the server or workstation informacion and warranty to the SDP asset? Need to configurate something that I miss?
Where to run SQL Queries?
Hi everyone, I've been searching how to export categories to an csv file (anything so I don't spend vast amounts of time manually typing out everything) and there have been several replies stating to run SQL queries. That's great! The only problem I'm having is, where do I run SQL queries? I only have a web interface to work rather than a server with SQL and SDP installed so I would think that it's not possible to run SQL queries... but hey, thought I'll ask. Regards, Byron
Regarding Provisioning App
What are the firewall ports required for Provisioning App to communicate with sdpondemand server?
Contract Value - Billable Hours
Is there any way to mark few Sites as Billable /Non Billable or any way to put a contract value with particular Site / Department (So that I can track how much time is spend and out of that, how much i can charge)
Custom field looses value
Hi, we are using custom fields to enter quotation prices and repair costs. This way we can compare the total quotations price compared to the repair cost and calculate our profit. The problem we encountered is that some incidents loose the values of this custom fields. This is a major issue since we used this report to calculate the annual bonus of our technician. Now we cannot trust these results and have to check every incident manually. Is this a known issue and is there a solution?
Fetch Mail from Multiple Mailboxes
Is there a way to fetch mails into Manged Engine from Multiple Mailboxes? For e.g. in Shift 1 (9am- 5pm) mails will be fetched from X Mailbox and in shift 2 (5pm - 10pm) they will be fetched from Y mailbox
Qualification SDonDemand
Hi Sriram Please advise on which qualification or what course do I need to take if I am a technician?
SDPOndemand running very slow
Guys, Again it is running really really slow. Almost to unacceptable levels. Apparantly we are not the only ones noticing it. I just let you guys now yesterday... and i noticed this for a while already (few weeks) that SDP is getting remarkably slower. Yesterday they restarted a service... i'm starting to worry that it is not a service that is slowing things down, maybe it is just the lack of sheer CPU and memory power that is needed... Come on: do something serious with this, because is is not doable
SDP Running Very Slow - Again
It's almost like this is becoming a weekly occurrence. I checked the site: https://status.manageengine.com/ Performance has been jumping between 159 ms to 220 ms with everything else showing "operating normally". However, we are either timing out, or hanging for up to 30 seconds before the screens change.
SDPOD_MiniAgent.exe detected as Trojan:Win32/Azden.A!cl by Antivirus
I have just updated our current probe to the latest release, and now we are getting alerts regarding a Trojan. I am assuming this is a false-positive being reported in the Windows Defender Security Center, but I would like to know if anyone else has received this since the last probe update?
Import from Azure
I tried to import some users from Azure this morning, and I had the option available. I then tried to do the import, but it came-up blank. I then refreshed the page, and now the option to import from Azure is no longer available. No changes have been made to our Azure or Zoho environments, and there is nothing showing in the logs to indicate any changes. I have also checked our Azure setup, and the SDP/Zoho settings have not been changed.
SDP On Demand running very slow
Trying to search on a request, or just adding a new request. Taking up to 30 seconds to save it. Tried to verify status of ondemand, but that site isn't coming up either currently: https://status.manageengine.com States that the pages can't be reached.
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts for them in AD. Sean Vincent British Antarctic Survey UK
How to create a custom view for a specific user/requester?
I need to create a view of requests for a specific user based on a condition. That view will be accessible for only to that particular user
Remote control doesn't work.
In SDP OnDemand, if I open a successfully scanned asset, set the option to "do not prompt user" and click the remote control button, some machines never allow a connection. It just sits on that page for hours. Some work but take an unacceptably long time (a minute or more). Some do work fairly quickly. But if I go to assist.zoho.com I can start a session almost instantly with whatever machine I add to the list by running ZA_access.exe on the target machine. Now, I know that these two products are
Emails alerting techcnicians by email when a new request is created- not working
Hi, We have set up the support desk to alert certain technicians by email when a new request is created. This has been working fine for months, but seems to have stopped working since 10/04. All other email triggers are working as expected. We use Office 365 to send these emails. Is anybody else experiencing this or can help? thanks Gareth Parry
Purchase approval workflow
I'm trying to replicate a purchase approval workflow I created years ago. SDPOD has changed so much that I no longer know how to do it. I need it so that when a user submits a ticket for a purchase, I can initiate a purchasing workflow that sends an email notification to their manager. The manager will get an email where they can click yes or no in the email or linked to a page to click yes or no. Then I can be notified of the approval status. How would I go about accomplishing this?
Form Designer Question
In form designer there are several spelling errors. I can't figure out how to correct them, short of deleting the fields and recreating them. Is there an option for this?
Mail Fetching stopped
Hi All Please advise Incoming email gets stopped without anyone disabling them under mail server settings on the portal, is there a way to get a report on who or what stops them from running 24/7. Or is there a log file or something that will show when the mail fetching was stopped. Kind Regards, Delisile Mzila
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