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!
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
Next Page