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
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.
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