Planned maintenance of our US Data Center
Dear Customers, We had announced in September 2017 about the annual infrastructure maintenance of our US Data Centers in this post. Because of unavoidable reasons, the activity was postponed and we promised to keep you informed on the future dates. Planned Maintenance of our US Data Centers is scheduled from 17th December, 2017 to 31st December 2017. During this upgrade process, ServiceDesk Plus OnDemand will continue to be operational and we do not anticipate any major interruptions in using our
Barcoding
Has anyone done through SDOD yet? if so what do you recommend, for printing the labels, what labels did you use, how hard was it to use once done. I am looking for a better way to track our assets and barcoding is included with the software. Any thoughts would be great. Colby
E-mail sending
We are having issues with new request email notifications being sent to technicians? Emails are sent when a request is assigned, appended with an update or closed as normal. It is only affecting emails for new request notifications. I have double checked email server settings (which are working as all other emails are sending correctly) and junk notification rules.
E-mail sending
Guys, For the third time in a short period i have structural problems with sending e-mail from SDPOndemand. I use my own Exchange server for years. Suddenly, a few weeks ago, problems started appearing out of the blue. I have no idea where this comes from or why this is happening and honestly - i don't care. I want it finally resolved. It has come to the point where our mayor is now asking us questions... Next to that i've always used SMTP port 25 or SMTP with TLS (587). Port 25 gives me "Failed
Auto technician assign
How do you keep tickets from being assigned to a technician while at lunch? Is there a way to configure lunches or do they jest need to sign out to ensure that they do not get assigned a ticket? I am worried that critical tickets will get assigned to techs while away from there desk. Colby
Terms of Service Access Request
What is this actually granting access to?
Ondemand Agents?
Hi All, i am testing the on demand version of service desk plus as the GUI is much better than the on premise version of service desk plus. The only downside i am finding is regarding being able to remote control assets. i have tested installing a probe on my network and scanning machine which works fine however remote control seems very clunky. it will connect some times. on machines i have successfully connected to if i try and reconnect i can't, some times. it seems very hit or miss. i am very
What's Next - SDPOndemand
Hello guys, The last year we have seen a whole lot of changes to SDPOndemand - all in all: a good progression is made. Currently looking at the Roadmap @https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html makes me wonder what is coming up next now? What i'm looking at now is a strict list of bigger and smaller changes/additions/improvements, but what is the vision of ME in regards to SDPOndemand for let's say year 2018? Various things could be happening ( just some examples):
Total number of requestors allowed in the system?
Is there a limit to the number of requestors the system will allow? I know that there are for assets and technicians - which makes sense. But, are you limited anywhere to the number of requestors (those you can log tickets against) in the system? And as a follow-up, assuming there is a fairly large number to this question, is there a limit to the number of requesters that would actually be allowed to access the system (to either check on a ticket or solution)? Thank you.
Planned maintenance of our Europe Data Center
Dear Customers, As a part of our annual infrastructure maintenance at our Europe Data Center, we will be switching our apps from the Primary to Secondary data center on 26th November, 2017 and back to the Primary data center on 3rd December, 2017. We will switch apps between data centers during non-business hours. While we carry out this switching, ServiceDesk Plus OnDemand will continue to be operational. We do not expect any major interruption and you should be able to continue using ServiceDesk
Text in notes
When using the web interface on mu iPad, I notice that the text wants to go right to left. On my laptop, the text goes from left to right. Any idea what my be causing that?
Import requests to SD on Demamnd and not all the data filtered through, conversations and attachments are missing.
Hi All Please assist: I have exported all requests from SDPlus and imported them to SDonDemand but not all the information is there, ticket number is there but the conversations and attachments are not there. This is urgent please assist how do I export the conversations so that I can import them to SDonDemand?
Import Conversations
Hi Dimetrius Please assist on how to export conversations on SDPlus I want to import them to SDonDemand.
Mail server settings issue
Hello all, I am having an issue with getting my mail server settings to work correctly. The odd thing is they were working from about 12 hours then suddenly stopped. I am getting the error below. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed:[Logon failure: unknown user name or bad password.] the username for the account is correct as is the password as I am able to log in to the mailbox without issue. The
Conversations dont pull through
Hi All Please assist: I have imported requests on SDonDemand and the tickets do not have conversations they are empty.
Customization SDP
Good Morning I would like to know if it is possible to do some kind of control of hours of a given contract used by customers through the SDP. The idea is that when you reach the number of hours that the customer has contracted, it is not allowed to open a new call, or that a message is sent to the technician who will make the call so that it can go to our sales department. Is it possible to do this type of customization using the free modules or through the acquisition of an advanced module of the
Free Webinar on Enterprise Service Management
Hi All, As you all know, we launched the enterprise service management feature on Oct 31. Using this feature, you will be able to instantly create service desk instances for all your business functions. Extend the benefits of ITSM best practices and workflows to other non-IT departments like HR, facilities, travel etc. If you haven't tried the feature already, To get started, log-in to your ServiceDesk Plus Cloud account and click on “ESM Directory” at the top right corner of your ServiceDesk
Starting Ticket Number in SDPOndemand
Is there a way to have our ticket numbering start at 30000?
We realy missing one option
It would be so great if we could track satisfaction of the end user on his resloved request. This thing is implemented in omnidesk When you resolve or close incident, system sends email to requester saying that your ticket is closed, and down the email "Please rate the solution". Are you satisfied? (Printscreen attached) and 3 options 1. Excelent 2. Normal 3. Poor So we could control our technitians, how they resolve and how they communicate with customer. I dont think that it so hard to implement.
How do I get requester's replied emails to append to existing tickets?
When a requester replies to a ticket, how do we automatically append the reply to existing tickets on the system?
Importing all requests from SDPlus to OnDemand.
Hi All Please assist, I have imported all requests from SDPlus to OnDemand and everything looks fine except for the Created Date column. it does not take the original date of the ticket but it takes the import date which is todays date, so I am worried because I wont be able to run reports for previous months since it reads todays date. Again, when I run the report it does not give me Resolved Time. kind Regards, Delisile Mzila
Technician Notification Emails
Does anyone else have issues with new request email notifications being sent to technicians? Emails are sent when a request is assigned, appended with an update or closed as normal. It is only affecting emails for new request notifications. I have double checked email server settings (which are working as all other emails are sending correctly) and junk notification rules. When i check a request (one created since the tech emails stopped sending) i can see that a technician auto-notification is not
ADFS-SAML-SingleSignOn
Hi, We just updated the encryption,decryption token and service Communication certificate on ADFS but when we try the singleSignOn we getting the attached error.
iOS App
Cant log into the iOS app since the latest update, I get an error message about invalid token. Any idea what is going on?
Role changes - audit reporting?
If roles are being changed in SDP, is there a way for me (organizational admin) to see how and or who changed those roles? In this case, we have a couple technicians setup as SDAdmins as well. I didn't see an audit report that would show me this. Thank you.
Webinar: Taking service desks beyond IT with enterprise service management
Hi all, We just launched the long-awaited enterprise service management (ESM) feature in ServiceDesk Plus' cloud version, allowing you to instantly build service desk instances for your non-IT departments, like HR, finance, travel, and facilities. If you haven't tried this new feature yet, check it out now by logging in to your cloud instance and clicking on ESM Directory. If you're not sure where to start with this new feature, or you'd just like some help, be sure to join our upcoming webinar
Import requests/tickets
Hi All How to import requests/tickets on SD on demand.
exporting requests/tickets from SDPlus to SD on demand
Hi Dimetrius Please assist here, we are moving from SDPlus to SD on demand and we would like to export all the requests/tickets to SD on demand.
Introducing our rapid-start enterprise service desk
IT departments have always benefitted because of good service management processes and tools at their disposal, which helped them create better workflows and business practices, while other business departments like HR, Facilities, Travel etc have to make do with rigmarole tools and processes. Not any more. It is now time to take the best practices from IT Service Management and extend them to other business functions in the organization. Introducing Enterprise Service Management (ESM) in ServiceDesk
Links within graphs on reporting
I love the reporting and ease to create them. Just wondering if there would be a way to jump to a section based off of the graph. In my GraphExample I have a report based on Category and Subcategories (which are showing in the example). The graph shows by total number while it's sorted alphabetically by the Sub-Category below. It would be great if I could click on a section of the graph and jump to that Sub-Category below, instead of having to page through to the section I need to be on. Not sure
ability to customize the requester details area
ability to customize the request details area? Is this on the road map for the on-demand. We would like to see Site added to this area.
Setting up Departments and associating them with Sites.
I am having problems configuring Requester information in the area of inputting their site and department details. We have departments that spread across a number of sites and the On-Demand-Service Desk Plus is unable to cater for this situation. Can anyone assist with this issue?
Ability to print list of Assets
I would like to either print or export a list of Assets by group (switches as an example). However, I can't seem to find an easy way to accomplish this. I went into Export and there is no options for Assets here (but you can import them) and I'd rather not do a screen shot of each page. Is there an easy way to accomplish this?
Reply to tickets via email
Hi, just wondering if there is a way I can reply to a ticket based on keywords in it's subject, as opposed to the ID number. Thanks! Levi
Link Manufacturer with main IT Asset page
Is there an easy way to link or see the manufacturer information on or from the IT Asset page? It doesn't appear in the drop down list of columns to add, nor under the main page when you click on the actual asset. And I don't think it's helpful to have to go into the settings of the Product Name to track it down. Adding this would be of great help, and cut down on clicks or putting additional information in the Product Name.
Form Rules, ticket on-hold but no re-open
Guys, With form rules i can perfectly set a ticket in status "on-hold", depending whether or not a certain field is filled in. This works perfectly. However: when creating or editing a ticket, it does not show the dialogbox for when to re-open the ticket: Is it possible to get this to pop-up when using form-rules, because now they will stay in on-hold indefinitely...
Iphone App
Anyone having any problems with the app unexpectedly quitting when trying to save an asset on iPhones. The app does not do it with my iPad.
Create a ticket from a solution
As we start populating the solutions, I want my Helpdesk techs to search and use them as well when taking calls. This is especially useful for new hires to the Helpdesk. When they find a solution, I'd love for there to be a - create request option. This would essentially carry over the subject, category, and resolution. This would still allow us to add sub-category if needed, along with a brief description. Granted, you can search solutions once the ticket is created, but this feels like an added
Adding Owner to a Solution (comments disappear)
When entering a solution, the comments are disappearing. I've tried both just a Save and a Save and Approve. In either case, whatever is typed in the comments is gone when I edit the solution again. They show in the history, shouldn't they stay in the comments section as well? if not, can I add a small notes section or a field? I'm trying to assign the solution to an owner/group.
Priority Matrix.
Can you bring Impact and Urgency into SDP OnDemand, to auto calculate the priority? Without that we're left to assign priority ourselves, or give it to the users (which they all select highest priority)
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