New Update
Hi guys, The new update is great, and I am loving some of the new features. The one I don't like is, all call logs are minimised when opening a ticket. Is there any way to leave them maximised?
Disable auto-replies
We receive email from Azure and other 3rd parties that are informational, and generally come from a "do-not-reply" email address. This causes issues with bounce-backs, and having multiple replies logged into SDP. I have tried editing the Business Rules, but there is no option to disable auto-replies for these kind of email addresses. Is there any way around this? I know this is possible with SDP on-prem, but I can't seem to find the options in SDP OnDemand.
Manage Engine SDP On-Demand technical issues
Hello We have been experiencing a number issues with SDP on-demand today. It has been incredibly slow and we receive the attached error messages "internal error - server connection terminated" with performing various functions such as assigning requests, addiding notes and clicking the notifications button. Is anyone else experiencing similar issues. Thanks
Customize Task Form
Is there a way to customize the task form like you can on the Incident form? There are a lot of fields that are not relevant that just take up space that I'd like to remove. Thank you
Bulk Edits
It would be great to be able to change the Requester when doing bulk edits. Right now doing some clean up for a duplicate requester entry and having to go through each incident individually to do this so it's taking a while to get done.
Incident Last Update Calculation
Good afternoon, We are trying to determine how the calculation works when updating an Incident? When we send an email from the ServiceDesk to the user, it does not show the last time the Incident was updated as the time the email was sent to the user. Nor does it do it with adding a work note. Is this only updated when you start/stop the timer on an Incident?
Custom Function - Information or documentation?
I noticed under Tasks and other automation areas there is an option for Custom Functions. Is there documentation about creating and working with these somewhere? I looked in the Knowledge base and didn't find anything when searching on that.
Incident Form Rules not working as expected
Hello, I'm trying to create a rule when an incident form changes the Category and Subcategory it shows three fields. I've tried to use show or enable to get this to trigger and it does not seem to fire. ================= Conditions ModeisE-Mail ANDCategoryisHR ANDSub CategoryisOnboarding-HRrequest Actions Show FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number Enable FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number
ServiceDesk Plus(Cloud) Masterclass
We're delighted to announce that, starting July 25th, we'll be conducting a free, six-part training series on the major modules in the cloud version of ServiceDesk Plus. This ServiceDesk Plus Masterclass series is designed to help you make the most out of ServiceDesk Plus and implement ITSM best practices to improve the productivity of your service desk. Here’s a brief look at some of the upcoming sessions: Date Topic CTA July 25th Service catalog: Showcase your IT services Register now Aug.
SDP Ondemand - enabling Customers to log an issue
Hi, I have SDP Ondemand but I can't for the life of me work out how to enable a potential customer to be able to log an issue? My Admin URL is xyz.sdpondemand.manageengine.com (where zyx is my company name) but that is "login screen" only. Where would a customer log an issue? Any help would be greatly appreciated.
Mobile App not scanning barcodes
Currently using an iPad with IOS 11.4 as well as an iPhone and it just sits and says scanning at the bottom. Doesn't matter what kind of bar code I try to scan it doesn't do anything.
Custom Email to Requester
Good morning, Is there a way to create a custom email to a requester that's based on certain criteria that selected when creating an Incident? Not the generic email sent letting them know an Incident has been created for them. Thank you
SLA Timer not starting
Hi All, I have followed the SDP guide on setting up SLA's within SDP Online however when i log a test ticket it doesn't start any kind of time it just says "Due in" and the clocks don't reduce, Any ideas?
Asset - Scanned Software Reporting?
I'm not sure if this is an issue, procedural, or an actual request. If I go into Asset - Scanned Software, I can search on a particular Software or Manufacturer (perfect). I the click on the result which gives me a indepth list of the software (where it's installed, versions, a graph, etc.) I'd like to export that data then to a PDF or Excel sheet (I'll take anything). It doesn't appear that I can do this from this screen/search. If I look under reporting - software, I can do by manufacturer, but
Default incident template in od app
If in the self service portal settings the option to disable the default template for requesters is disabled it removes it from the template list on the app. The issue i have is that I am forced by your system to have a default template that is visible to the requester (in on premisis version i could set it to technican only). If I leave it visible, when in the web browser & they click new incident it will take them straight to the default and not the list of templates. Note this only occured since
Pre-approved change
Hi If we are setting up a workflow for pre-approved changes (aka Standard), is it possible to define what changes are pre-approved? Ideally, if the change requester chooses a Change type of "Pre-approved", they would only be able to select the ones defined. I'm looking in SD+ On Demand. Cheers
Feature Request custom view headings
We have migrated from on-premise to cloud based application. It would be nice to be to have different column headings for custom views. Specific example, I created a custom view for all "Resolved" requests. When I add the column heading Resolved time to this view, it shows up on all the other views, including the Open Requests. The open view will only show "open" requests, so it won't have a resolved time in it. I would like to see it gone on my open requests.
Outlook Add-On
Is the Outlook add-on only available to Office 365? We have Outlook 2013, and if it is available, where can I download the add-on from to install and test? I am running on-demand as well.
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?
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