ServiceDesk Plus OnDemand Enhancements
Dear Users, We have released an updated today with a bunch of enhancements : Asset Enhancements Adding assets by scanning the barcodes Generating barcode to efficiently track and manage assets Scan : Support SNMP V3 Microsoft SCCM Integration - import of SCCM asset data Asset Owner auto suggest - Based on last logged-in user, show owner suggestions and bulk assign owner Also ability to exclude devices during scan RTL support for locales Arabic & Hebrew Microsoft Office Connector Card Integration
Assign to site in bulk - asset components
Guys, Seriously... seriously: this has been asked various times in the past - still this is not included. I have many many components to add through the purchasing module. They end up in the Assets module within components (like keyboards, mouse, etc.. for example - small things really). I ordered 55 keyboards last week and i have to assign them to a site... Yesterday i ordered 20 eID readers... etc.. i have to do this one by one currently - which takes an absurd amount of time to do on large amounts
Problem with reply template
Hello, We edit the default template response to keep the ID and Title for the request on the subject, as imagem bellow. Because we need something like: Re: [Request ID :**25**] : Test For the first response is working fine, because the subject of the first email is 'teste assinatura' But for some reason it's taking the full subject of the last email and increasing in my answer, so that: $Title for the last email received = RES: [Request ID :**5**] : teste assinatura My reply template "Re: [Request
I can't get conversations to import
We are migrating from an on-prem version of spiceworks. I've managed to import tickets but I cannot seem to import conversations. The error I get is Failed Exception while trying to populate table Notification, for the sent notification. Any help would be appreciated.
Import Users from Active Directory
IS it possible to sync the Requestors with Actiev Directory on OnDemand Service Desk PLus ?
remote session tool
Hi , I'm using exchange server 2013 configured with ticketing tool. I can send and receive emails through tool. But i'm unable to send remote request. client is not receiving the remote assist email from zoho assist.
Email Notification to Requester rules based on mail group.
Hi, We're using Service Desk Plus Cloud and we are using 5 different Organization groups each receiving requests through their own mail group (mailbox). 1. Is it possible to have different notification email templates for requester, depending to which group they send the request to? 2. Is it possible to turn off automatic notification to requester for just for one Group while the others keep sending notifications upon creating a request?
Office 365 Integration for ServiceDesk Plus Cloud
Hi ServiceDesk Plus cloud users, We are working on Office 365 integration for ServiceDesk Plus Cloud and would like to know customers point of view for the same. In this integration having Office 365 Calendar as the base we have build the following functionality. 1.Push Tasks from Request, Problem, Change and Projects to the O365 default calendar. 2. Push Reminders from ServiceDesk Plus into O365 default calendar. 3. This feature syncs both ways (O365 <--> ServiceDesk Plus cloud ): When users mark
Important: Static IP Address for Mail Communication
Dear Users, ServiceDesk Plus On-Demand currently uses the following static IP addresses to send and receive mails: 74.201.84.80 74.201.152.59 74.201.154.214 165.254.168.201 216.52.72.54 204.141.32.54 We are expanding our infrastructure and will now be adding few more IP addresses. We request our customers who use their organization's mailbox to communicate with the application and have configured their firewalls, to make the following changes to your firewall configuration. Please add the 4 new
Assign software/licenses to users instead of assets
Hello, We are evaluating OnDemand Service Desk Plus and I'm unable to find how we can track software and/or licenses in use by our employees and external consultants. I did find how to add a software/license and create a relationship with the asset (computer). However quite often the device/computer that runs the software is not known or in the case of a SaaS only license like Salesforce, there's no relationship between the asset (computer) and the software/license. Is it possible to assign the software
I want to se the item of an specific subcategory.
I need to see the field item (part of subcategory) in the Request Form, Thanks
Unable to send e-mail using Office 365 e-mail account under Mail Server settings
Using Office 365 account under mail server settings. Incoming e-mails are fine but outgoing e-mails are not and comes up with following error. Using the same credentials Mail sending failed.Authentication failed Have tried changing the password but didn't work for the account but it doesn't work. Below are the server settings: Server Name: smtp.office365.com Email Type: SMTP with TLS (Port 587) Username: Same username that entered for incoming mails Password: Sam Password that I entered for incoming
Adjust image size while replying a ticket
Hello, Currently the SDP allow us to copy-n-paste an image directly in the editor, but we dont have any option to adjust the image size. Will be very helpful if we have an option just like the Gmail editor, so we can change the image size. -- Tainã Rodrigues ACSoftware Brasil
Free Seminar Series - End Point Management
Join us for our free seminars in the Bay Area, Los Angeles, and Dallas this July! These seminars will focus on enterprise mobility and endpoint management and help you learn how to adapt to a dynamic, mobile workforce and increase productivity with the latest mobile, server, and desktop management trends and techniques. We'll also talk about integrating with ServiceDesk Plus, patch management, OS and software deployment, asset management, remote control, and more (and have plenty of food and drinks
What's Coming Up Next in ServiceDesk Plus OnDemand !
Dear SDP OnDemand Users, Features in pipeline to be released in subsequent releases of ServiceDesk Plus OnDemand are Asset Enhancements, Field & Form Rules, Solution Enhancements, etc and below is the list of detailed features & behavior changes: Features : · Assets Adding assets by scanning the barcodes Generating barcode to efficiently track and manage assets Scan : Support SNMP V3 Microsoft SCCM Integration - import of SCCM asset data Asset Owner auto suggest
API in SD+ on demmand
Hello, I got a requirement from users to create the survey directly on the email sent, Is there any API that we can connect to to accomplish this or any other method you would recommend to accomplish user request? Users are really interested in have the survey directly in the email instead of having to open an url and still conserve the reporting features, etc. Another question Is it possible to connect to the DB that on demmand version uses? Thanks in advance for your assistance.
App not working
Hi, We have the cloud version of ServiceDesk Plus. I am trying to set up the app and get it working. I have put in the server which is our custom domain but it's saying could not connect to the server. Why might this be? I have tried the demo account and that works. Thanks, Vijay
Configuring Email Template
Does anybody have links to a specific step by step for how to set it up so that emails trigger specific request templates and fill in the unique fields for the template from a sent email? Ex: I send an email with identifiers and it filters the type of request and fields. Thanks!
View my own open requests as a technician
As a technician if I select View My Open Requests it shows all open requests assigned to me - fair enough. However, what if I as the technician have open requests - I am the requester. Granted I can do a search on all Open Requests and just search on my name, but is there an option in the drop down menu for this instead, for us as technicians? Nothing is jumping out at me, but that's happened before where I've over looked something simple. As always, thanks for the help.
Notificaction Error
Hello, Do this steps and you can see the error. Go to Setup-> Notification Rules -> E-mail technician when note attached to a Request click in "Customize template" In the Message, insert: Request: $RequesterName (This show the technical name) Technical: $Technician (This don't show anything) Status: $Status - (This don't show anything) 4. Check the mail sent by the rule. I hope the correction is considered in the next update. Thanks.
Can an asset be associated with a purchase order?
Can an asset be associated with a purchase order in ServiceDesk Plus? I can't find a way to do it.
Email Command Parsing: "Due Date" fieldname?
Hello All! I'd like to use email commands to set the due date of a ticket. It would look something like this: @@REQUESTTYPE=Incident@@ @@OPERATION=AddRequest@@ @@DUEDATE=dd MMM yyyy, HH:MM:SS@@ {then some more fields...} What I am looking for is the correct word/fieldname to replaced the underlined text. (I don't think it is called "DUEDATE"). I couldn't find the right word; I've looked at the email command section of the Mail Server Settings page and have looked at other questions in the forum as
SDPOndemand - Looking forwards
Hello guys, Is there any progression being made in SDPOndemand in terms of future development? Since 06/2016 things have been eerily quiet. There have been enhancements and improvements, but these are rather minor in comparison with the progression SDP on-premises has made in the same timeframe. Instead of some minor enhancements (datetime changes, project templates additional fields for templates, dashboard cust, credential library, ... not saying these changes were not needed... but...) i would
Requester Notifications - Ack. new request Question
I have "Acknowledge Requester by Email when a new request is received" enabled. Which is perfect for when we create a request. However, when I complete the request while they are on the phone or via email (FCR) and mark the call immediately closed, I'd rather they didn't get an email at this time. I think they should only get a ticket if the request stays open. Is there a way to change this?
Ability to edit Reply Template Subject & Send of email in a reply
I've been editing some of our replies. I've noticed that the RE: with request ID ## show up in the reply line. I'd like to edit this but according to the attached screen shot, it has been prefixed to the reply template subject. Where can I edit this? I created a new template, and when that one is selected it overwrites that, but I can't get it to remove from the default template. Also - can I change who the sender is of the email? I'd rather it show coming from the assigned technician, not the
Mcafee SIEM integration with On-Demand service desk plus
Hi Team, We would like to integrate our SIEM solution with On-Demand service desk plus, which will auto create tickets. Does this solution support it , If yes can I get the guide please.
Office 365 shared mailbox not working - SMTP
Dear Team, We recently migrated to Office365 and I configured SDPOnDemand mail settings for a "Shared Mailbox" as recommended in previous topics with no avail. I created receive connector with all the SDPOnDemand IP Addresses and yet not working. After alot of troubleshooting, I switched the mailbox into a regular mailbox and it worked. Regular mailbox requires a license while a shared mailbox doesn't, so can you please let us know how to make the settings work for a shared mailbox. We have other
SDP On Demand - Worklog Types
Hi all, Is there a way currently to create Worklog Types when entering worklogs? This would be helpful to drive certain monthly reports that we require. Currently I am relying on beginning all worklogs with a specific text, but it would be helpful if worklog types are an option. Is this possible currently (and I may have missed it)? Thanks in advance. Regards, Brent
Auto Assign
When tickets are created from our home page "Create Incident" I only allow requesters to enter in a Subject and Description. Because of this the Category is set to Not Assigned. I'd like to create a rule based on this "Not Assigned" to assign the request to a group. Is there a way to do this?
What's New in SDP Site - not up to date?
I noticed that the What's New in SDP site went back to March 2's updates yesterday and no longer shows the updates made to the Dashboard and the more recent updates in May. Did something change or was anything backed out? https://www.manageengine.com/products/service-desk/whats-new.html Just wondering.
Integrate SDP on Demand with Jira
Hi We have SDP on demand and we need to integrate SDP with Jira, but there is a chance that I can configure the SDP on demand like SDP on premise installation? or there is a hidden portal that I can use to do that? or there is a place that I can upload our developed integration files to the SDP on demand?. Thanks in advance. Best Regards Fernando Reyes R.
Any way to brand ServiceDesk Plus Cloud with Standard Edition?
We are using the free Standard Edition of ServiceDesk Plus Cloud and would like to add our logo or at least our company name to the end-user portal. Is there any way to do this with the Standard Edition of the Cloud? Thanks!
How can we integrate site24x7 with SDP
Hi All, We are tying to create a ticket in SDPondemand for the alarms in site24x7?? Do we have any options?? If yes how can we do this?? Thanks in advance
Using Related Fields on Forms
Is there a way (in either the Incident or Service Category templates for me to create linked fields. As an example, think about Categories. If I select PC, I have certain linked Sub-Categories. I'd like to create some fields in our Service Category (Service Requests) templates. If a person selects a PC type, I'd like to link two fields together. Say a person has a drop down list with: New Laptop, Old Laptop, inventory. If they pick Old Laptop, I want a certain list to show up of model. Same
OnDemand Scans and Bit Locker
Will loading Bit Locker on our PCs have any affect on our daily scans that we run? Not sure, but figured it was worth running by you guys. Thank you, Josh
Service Catalog - SDP - On Demand
Is the Service Catalog available in Service Desk Plus OnDemand? I don't see it as an option and am thinking it's only available within the On Premise version? Can you please clarify this? I've checked under Self-Service Portal and am not seeing anything listed there either. Thank you, Josh
Solutions - Creating Link to Local Share
I'm starting to create our solutions and would like to create a link to a local share. There are files I need them to run if they select this solution. Normally I can use file://server/folder to do this from within Internet Explorer. However, when creating link within the solution it automatically appends the http:// that I don't want in there. Is there any way around this?
Cannot add software
Guys, I'm trying to add a new software license - in this case a "Office 365" license. I made a software item "Microsoft Office 365" first (manual), against which i would need to add various licenses. As you know Microsoft has various licenses: Office 365 ProPlus, Office 365 Enterprise E1, Office 365 Enterprise E3, Office 365 Enterprise E5, etc... So i add a new software product and change the product name to reflect the type of license i'm buying - but i can't - this is the error: (if i don't change
SSL For OnDemand SDP
Is there documentation on how to add a wildcard cert to our instance to eliminate the SSL warnings?
Does OnDemand-Service Desk Plus integrate with Outlook 365 ?
We currently have Outlook365 and are wanting to purchase OnDemand-SDP but want to make sure OnDemand-SDP integrates with Outlook365. Thanks! Jim
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