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?
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)
Create a priority with no SLA
I would like to create an SLA (or two actually) that don't have an SLA attached to them. For example a Priority of 5 - Vendor. These are for incidents that have been moved on or opened up with a vendor. When this is selected I don't want there to be an SLA attached to it. Is it possible to do this? At first I didn't put anything in the SLA field, thinks this would mean none. Wrong, we were getting dinged right away for that. I then knocked it up to one year. This calculated fine, but I was told two
What's Coming Up Next in ServiceDesk Plus OnDemand - Setup Configurations ReVaMp!
Dear SDP OnDemand-Users, We are in the process of revamping and regrouping the configurations items in the Setup/Admin page of ServiceDesk Plus OnDemand. Configurations items are regrouped as Organization Settings & ServiceDesk Configurations. Organisation Settings will be made accessible/configurable to Organization Admin/In-Charge who need not be a technician in ServiceDesk. i.e Requester can setup/configure configurations items under "Organisation Settings" and a technician login is spared for
JSON API Calls
We are currently using an application that uses C# to make web requests to the Requests API. We are now trying to use the same framework to pull data from other objects such as Admin, Notes, etc, and our json calls are not working. For requests we are making the following calls: to https://sdpondemand.manageengine.com/api/json/request/ passing in AuthToken, Scope, Operation and Input Data and it successfully returns data. So looking at the API Documentation, we changed up the request to match the
WorkLog Timer do not Stop
Hello, Some times WorkLog Timer stops , but some times I can's stop it. Why is this behavior? Thx
Form rules not working as intended
A small test on my part: I created two additional fields for the 'Default Request' template: 'PO nr', 'PO send date'. These fields are not shown on the form initially. Next i created a form rule, that stated: "show fields 'PO nr', 'PO send date' when 'category' is 'purchase'". When i start a new request, set the category on "purchase", no fields become visible. I tried a bunch of other things, but nothing seems to work on my part. If you guys want to check this out, via Teamviewer please, which speeds
Email Command Fails to Update
So I have been trying to get email commands to work to update custom field in a ticket that would be a reply from a vendor with the tracking# for a part order. But it does not work Subject: Requester 955 [RequestID: ##407##] @@SDP@@ Now I have tried numerous differences in the body field but it simply just adds it as a conversation to the ticket and never updates the field in question. Examples below on what I have used. ------ @@OPERATION=EDIT_REQUEST@@ @@WORKORDERID=407@@ @@UDF_LONG1=1234@@ -----
Can we edit the home page that shows for requesters?
Is it possible to edit the main home page that requesters see when they log onto SDP? I like that they can see their open tickets, and most recent service requests and solutions. However, it would be great if I could add links to sites on our network (SharePoint). Maybe something along the right or left side of the screen. If there isn't a way to do this, what is your best recommendation to work around this?
What's new in SDP isn't up to date
Site is currently only showing up to July 20 and I know changes were just released this week. https://www.manageengine.com/products/service-desk/whats-new.html
Setting the value of an additional field when ticket is created based on category/subcategory
I can't seem to figure out how I set the value of an additional field when a ticket is created based on the category/sub-category. We are using this for both the operations and development side of it. We have an additional field that is used to track if a ticket is an operations or development ticket. I'd like to be able to set that automatically with some of our category/sub-category combinations.
Archive tickets and API
We are noticing that tickets that have been archived are no longer accessible via our API call. Does anyone know of a way to still access archive tickets in the cloud via the API? Thank you!
Empty Response for adding new request using postman
Hi all, i am training to add a new request in to my cloud service desk plus from postman using REST protocol, by following steps in below link. https://api-sdpondemand.wiki.zoho.com/Add-request.html/ but i am getting null as response and no request get created. for your reference i attached postman request screenshot. Thanks in advance..
ADD_ATTACHMENT issue---the request was rejected because no multipart boundary was found
hi all, i am training to add an attachment to existing request from postman. i am getting below error. { "operation": { "result": { "error_code": 4001, "message": "the request was rejected because no multipart boundary was found", "status": "Failed" }, "name": "ADD_ATTACHMENT" } } up to now i haven't faced this issue with postman in the process of working with other tools. please help me to fix the issue. for your reference i attached
Future Request Updates - OnDemand SDP
We’ve been using the system for a while now, and I’ve come up with a list of features I think would be nice to have within the system. Probes & Discovery · It would be nice to show the description under Network Scan main page. Or at least be an option to select in the table settings. · Same would hold true in the Windows Domain scan. Asset System · Alphabetize the asset drop down list. This is currently in a random order. This is both under IT Assets and Software. ·
Important: Static IP Address for Mail Communication and Scheduled Maintenance
Dear Users, As part of our annual infrastructure maintenance, we will be upgrading our US data center infrastructure from September 2nd 2017 to September 10th 2017. While we carry out this upgrade, SDP OnDemand service and all Zoho services will continue to be operational. Customers who use their organization's mailbox would have configured their firewalls & white listed a set of 10 IP addresses to communicate with the ServiceDesk Plus OnDemand application accessed through https://sdpondemand.manageengine.com/ i.e ServiceDesk
Can'e see customize self-service portal button
Hello, I am currently trialing manageengine as we are considering using it for our helpdesk. One of the things I'm looking to test is changing how the self-service portal looks when a user logs on. When I look this up all answers say there is a button under the self-service portal settings for it but there is no button there. Is this a version issue? How do I customise the self-service portal? Regards, Hazel
REST API-- POST_ONLY_URL issue
hi all, i am trying to get 'Request' data from my cloud Service-desk Plus demo version to Postman using REST API by following steps given in below link. https://api-sdpondemand.wiki.zoho.com/View-Request.html i am getting below error. { "operation": { "result": { "error_code": 4001, "message": "POST_ONLY_URL", "status": "Failed" }, "name": "GET_REQUEST" } } for your reference i attached postman request screenshot. please help me
Unable to send e-mails - ServiceDesk Plus-OnDemand - Office 365
We use Office 365 for e-mails etc. We are able to receive e-mails fine into ServiceDesk Plus On-Demand but every time the system tries to send an e-mail, it comes up with the following error: Mail sending failed.Authentication failed The same account/credentials are being used for receiving and sending e-mails so there is no issue with the password etc.
No notifications or bold text when replied on a ticket
Guys, I've noticed that the ticket is not always set in bold text when a reply comes in. There's also no notification of it, so tracking all incoming emails on tickets manually is surely not easy. Possible to take a look into this please? With regards, Sven
REST API and ASSETS
Hello! I try to automate to add some assets to Servicedesk via REST API with powershell, but can't figure it out. Have someone a clue what I'm need to do? Or is it even possible to add assest through uri: "https://sdpondemand.manageengine.com/api/cmdb/ci/" ? $INPUT_DATA = @" <records> <record> <parameter><name>CI Name</name><value>sdp-w2k3-2</value></parameter> <parameter><name>CI Type</name><value>Windows Workstation</value></parameter> <parameter><name>Product Name</name><value>Latitude Optimus</value></parameter>
Troubleshooting SAML issue with OnDemand SDP
Good afternoon, I'm having an issue getting SAML configured correctly. I have already setup ADFS2.0, verified domain, setup a redirect to my internal server and have opened ports to allow communication back and forth. An example of the issue that I'm seeing is as follows: The user gets redirected to my sub domain and then is asked to enter domain credentials. If you enter the wrong password it does fail like it is suppose to, but if you enter the correct credentials you receive the error depicted
Incident Business Rules - No Technican Match Option?
I want to setup an incident business rule based off a match on technican. However technican doesn't appear in the "Match the Below Rules" drop down selection? Why is technician not an available option? What I want to do is auto assign an IT Group by techncian. For example after a request is reviewed if it is assigned to me and I work in the IT Group "Applications" I want that group selection to happen automatically. Currently since Group is a required field for closure we must always manually select
Replying to Incident by Email does not Send Email Thread within the Notification
Hello, A notification within SDP OD is set to send to the requester anytime a ticket has an email reply. The email reply template is setup as below. It's mostly the default with the exception that we added "$Description". The $Description does not include any new conversations/email threads in the notification, only that from the original ticket creation. Is this by design or is there a way to accomplish this. " Dear $RequesterName, This is an acknowledgement mail that your request with request
EDITING TEMPLATE
Is it possible to edit the requestor details on the template. Specifically can I change Asset to to User Group
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