Requester limit reached?
Hi there, I have the Enterprise version of SDP Ondemand and cannot add any additional users. I currently have 163 requesters, but I cannot find where the limit is set. Here is the error I am getting from the logs: System Log Message : Exception while adding the Requester :FullName:Blah ,EmployeeID:null ,Title:User added from util class. ,Description:null ,Email:blah@blah.com ,Phone:null ,Mobile:null ,DeptId:null ,JobTitle:null ,smsID:null Module : Admin Sub Module : Requesters Type : Error Action
Requesters receive join my company message
Hi, I'm trying to set up the self service option in SDP On Demand. I've got my users imported into the requester section of SDP. However, when I go to log in to the self service portal, after click OK to the terms of service, I get a message saying to contact the IT administrator to add the account as a user in SDP. The user account I was using is a requester with a valid email address and tickets submitted, so I am unsure as to why I am getting this message. Any assistance would be appreciated.
Subject variables not working for a notification rule - "Submitting a change for Recommendation to CAB "
Hello, I have the following as the content to the notification rule "Submitting a change for Recommendation to CAB" Submitted by: $Submitter Title: $Title. Link to Change: $ChangeLink Sites Affected: $Site Summary: $Description Impact: $Impact Impact Description: $ImpactDesc Backout Plan: $BackOut Scheduled Start Time: $ScheduledStartTime Scheduled Completion Time: $ScheduledEndTime Approval Link: $ApprovalLink When sending the approval email it's missing the following variables "$Description and
SDP ondemand - what happens to my user accounts if i enable AD sync?
Hi All, i was just wondering, if i enable AD sync on SDP ondemand what will happen to the current use accounts? will they simply sync together or will the users have to have completely new account info ? many thanks Russ
Very slow response times - again
From opening SDP to trying to move around on a ticket. Seems to be the same issue reported 9 days ago. It's lagging something fierce right now causing delays in work.
email id to notify
Hi there, i have followed instructions given to auto cc a particular email when a requester creates a ticket but it is still not emailing the email address i fill out when creating a rule for a particular site . I have followed the following instructions . To configure the notification please go to Setup > Templates and Forms > Form Rules. You need to create a new form rule in which the you should set the condition as "Site is" and specify the site. Next set the condition to Set Value to Field >
Workflows for Change Requests
Hi all, I have been tasked to create a Change Request process and workflow for our company. I don't need anything complex, in-fact, I need the opposite. I have tried creating my own workflow, to the best of my knowledge, but it doesn't seem to be as simple as is needed. Does anyone here have any workflows that they can share with me, or maybe point me in the right direction? I will attach the current workflow here, and any feedback would be appreciated. Ideally, this is how I would like the workflow
Tickets not available
We have several tickets that we cannot find in any views. We have searched by ticket id, requester name but it seems the tickets are missing. Any help would be greatly appreciated. Thank you.
What remote desktop software can incorporated with SD on demand
remote operation.
Edge browser supported?
Is the Edge a supported browser? I've been using SDP Ondemand in Edge on and off. I like how some of the forms act within Edge a tad better than IE. However, over the past three weeks I've noticed that I'll lock up more in Edge randomly throughout the day. When this happens you have to either close out or reset the tab, thus loosing all your work. I've cleared settings and reset Edge twice. I can work in IE or Chrome all day without incident. Just wondering if anyone else has noticed this issue or
Very slow respons times
Hi We are experiencing very very slow responds times. Request take minutes to open requests.
SDP On-Demand showing technician limit exceeded message
Hi, We're receiving a message on SDP On-Demand saying that our subscription has exceeded the technician limit. The question is that we're using exact the limit. Our license is for 5 technicians and we have 5 technicians. If I choose the "remove 0 technicians" option, I can't proceed in the next page because I'm forced to choose at least 1 technician to remove. This problem began today. I believe it is related with some update SDP had today.
Unable to add a user on sdondemand app portal
Hi please assist There is a new user in the organization and when I try to add him on the portal I get an error which makes him unable to login to the portal. When he clicks on the icon he gets an error that says "You are not a registered organization user".
API: what format for UDF_DATE?
Hi, what format should we use to ad the current date to a new incident that we add with the api? We tried "dd MMM yyyy, HH:mm:ss" but we always get a date in the 1970's as a result.
SLA Reports - 'Delayed by' time
Hi, See attached screen shot. I'd like to get the 'delayed by' time of an SLA into a report. How do I do this? I only see options to show total resolution time. Thanks Bridget
Invalid key Survey
Hi Our customers receive survey e-mails with invalid keys. The URL in the hyperlink as well as the text of the hyperlink contain a invalid key. There are also cases that the URL of the hyperlink contains an invalid key, but the text does have a valid key. Is this a known issue? Is there a solution? How lang do the keys stay valid? Thank you for your feedback. Jimmy
Custom Technician Reporting
I'd like to run a report based off of technician only. I'd like to see items like (total requests, total changes, total problems, total tasks (this includes change, requests, and problems). I know that there are individual reports for each Change, Problem, and Request - but more technician specific would be great in one area. And for today's request, can I do this on tasks?
Copy notifications in a business rule from one site to the same business rule in all other sites
When we have a new technician that works in multiple sites, I am having to go to the business rule in each and every site and update notification criteria to add the new technician. Is there a way to edit a business for all sites at the same time? Or add a technician to the notifications on a business rule for all sites?
Attachment File Size Limitations - Contracts and Requests
What is the file size limits on attachments in Contracts and Requests? I've received a pop up once stating that at 10MB file couldn't be uploaded. I started to question, is this because I have two other attachments to that contract already, or is it because that's the limit period? If that is the limit, is there a way to increase this limit, and if so are there additional costs? Just wondering as I can't put a link to a local file share. Thank you.
E-mail sending - spam abuse error - Office 365
Guys, For the 3th time now i'm having intermittent Email problems. Everytime this issue occurs, it is with sending e-mails from SDPOndemand. This time however i contacted Microsoft, and i have gotten assistance almost immediately. Whilst troubleshooting, we learned a few things: It affects only e-mail sending the server SDPOndemand uses to send is 216.52.72.54 which is sender1.manageengine.com The originating IP belongs to ME (X-Originating-IP: [216.52.72.54] The issue is intermittent - the last
Can someone please supply an example email for filtering to request templates?!
I know that you can do it, last time I asked for help I was sent to a link explaining that you can do it. I just need a specific example email of commands that I can kind of copy to filter requests. Thank you!
API102 Error with Provisioning Tool
Hi community, I've successfully imported approx. 200 users into Service Desk Plus using the provisioning tool, but I am now receiving "API102 Errors" for the remaining users. Is there a limitation on the number of users that can be imported with the tool? I've increased the number of technician licences although this does not appear to resolve the issue. Cheers, Scott.
Work log via Android app
Hi Is there any way to have a customer sign off a work log via the app? If not, is this something you consider adding as a feature? Thank you and greetings Jimmy
Disable user tech admin priviledge
Hello, I edit the user tech and unclick the box at end of the window where it says something about admin priviledge - my UI is in portuguese. "Admin da organização (privilégios de gestão do utilizador)". I click save but when I come back to the same window the box is ticked again... It doesn't save that changed box or the it is somehow persistent. I wish to remove this permission on some users. Our address is https://dynamic4it.sdpondemand.manageengine.com. My e-mail is pedro.marques@dynamic4it.com.
Asset Scanning
Whenever I run an asset scan, it is picking-up that laptops are workstations, even-though I have set the model to be a laptop. This was working fine 2 days ago and is now not working correctly since the latest update. In the image 1.jpg the asset is selected in yellow and is appearing in the "Workstation" list In image 2.jpg it is the same asset, but appearing in the "Laptop" list Image 3.jpg is the Product setup, and as you can see, the Portege Z series are classified as a "Laptop" As stated, this
Custom Reports - Opened vs Closed
I would like to create a custom report for all tickets created and all tickets closed for the month. At present I can create a report for each, but I would like to either have them both on the one report, or have the ability to merge reports. Can this be done?
Change requester into technician
I am unable to change a requester into a technician. Is this because of our version of the software ?
Email Command - Not Working
So I have been working for several weeks on trying to get Email Commands to actually work and parse emails. After several attempts by support over the phone it was determined that I was able to get it to work only with an outside email account. My company uses a hybrid setup for Exchange 365, some clients are cloud based and some are not. Our retail stores in this case are not cloud based. When I attempt to edit a request with the same exact command from a gmail account I have added as a tech for
Error when clicking SDonDemand icon
Hi All Please assist, when I click on SDonDemand icon I get the below error it says Conditions validation failed.
Saving Email Attachments automatically
I have been asked to investigate the potential of automating the saving of email attachments in the helpdesk. When our mailbox receives emails they are sent to the helpdesk which creates calls from them. The team then have to save the attachments to the helpdesk before closing the call. Is there a way that this can be automated and if so could you please point us in the right direction.
SDP On Demand Integration with Application Manager
I have Manage Engine Application Manager running on premises and have an account on sdpondemand.manageengine.com . Currently I have enabled email for incoming and outgoing configured on sdpondemand.manageengine.com. Right now, its creating tickets for all alerts that's generated from App Mgr, even if its a cleared notification of an existing alert. This is creating duplicate tickets instaed of updating the same. How to automatically create a ticket and append the same ticket in future mail communications
Feature Request: Requester Content Variables
Currently you can make additional requester details fields for things that are currently missing in the default system, but they are not usable as content variables for reply templates to to pull that date unless I am missing something.
Trigger on sending e-mail
Hello guys, Wondering about a scenario, but cannot find if this would be possible. Is it possible to: - With e-mail forward or e-mail reply in a ticket (on the actual send), to automatically set the ticket on hold for 7 days (so it re-appears after 7 days)? Is this possible please? Would be awesome.
Change the request subject ID prefix
Hello, I would like to change the request e-mail subject prefix. By default it is ##{number}##. I would like to set up something like REQ:{number}, without the ##. Can you help? Thanks in advance.
Requester import multi instance
Hi All, We are trying to find out if we can automatically import new organisation users as requesters in all our instances without having to go into each instance & 'import from organisation'. Please assist if possible.
Incoming emails are not always created as tickets
Guys, Another issue: certain emails are not created as tickets/incidents. In the system log there is this notification. This is the first time this happens as far as i know. Dynamic user addition disabled or error while fetching user info for the [Email Address] : IMCEAEX-_O=GEMEENTE+20MEISE_OU=EXCHANGE+20ADMINISTRATIVE+20GROUP+20+28FYDIBOHF23SPDLT+29_CN=RECIPIENTS_CN=SVEN+20WILLEMEN@gmmeise.onmicrosoft.com [Sender's Name] : Sven Willemen [Email Subject] : Agenda ICT-Stuurgroep dinsdag 09-01-2018
Failure accessing SDP provisioning app
I'm having access authentication issue with Provisioning app which worked before but I'm getting Authentication to Zoho failed: U110:Invalid Password. I use the same account to access Servicedesk Plus On-Demand successfully. What could be the issue ? Thanks, Pete.
Notifications without attachments
in the first notification that arrives to the technician, the attached files of the ticket are not being visualized; only from a response or follow-up are visualized.
Business Rule Enhancements & Custom Triggers - Next Release of ServiceDesk Plus OnDemand
Dear Users, We are gearing up for the next release on "Business Rule - Enhancements & Custom Triggers" for ServiceDesk Plus OnDemand. Below is brief on the changes & enhancements that would be coming in the release : Business Rule - Enhancements & Custom Triggers Business Rules automate various tasks, such as delivering incident and service requests to technician support groups; assigning a technician, status, or priority to a request; or even sending email notifications or trigger predefined/custom
SDP Attachments
Is anyone experiencing issues adding attachments into SDP On Demand? Unable to do so with Google Chrome or Safari. First noticed today. Thanks!
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