Does Service Desk Plus OnDemand (cloud) integration with Office 365
I see documentation about On-Premise settings for Outlook 365, but just want to make sure OnDemand supports Office 365. And if so, can you point me to the documentation? Thanks in advance.
Change templates for SD OnDemand
We have a number of changes which are recurring (eg. Monthly patching) Is it possible to have change templates added to the future feature list?
Category/Sub-Category/Item - Tied to Request or Incident
I'm testing your product... Is there a way to tie specific items to either a Request or Incident so that the list of categories/sub-categories/items displayed are filtered based on the ticket being a request or incident? Thanks
How to use Import from Zoho Business if our domain not Public?
Hi Everyone, We want to import users using Provisioning Apps, but our domain are not public, are there any other ways to import users into Zoho Business? Regards, Gunawan
Provisioning App: API102:Error occured
Hi, I am trying to import users using the provisioning app. Some users have been imported successfully however I am now getting the error below: Has anyone else seen this before? I have a lot of users to import asap so would be keen to get this resolved. Thanks, Catherine
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
Survey Report queries
Hi Can someone please provide me the answer to questions below in survey report for SDPonDemand? 1. On setup scoring -- why does No answer = 3 and Yes answer was 2? My satisfaction levels indicated Level 1 for No while Level 2 for Yes 2. What's the basis of rating? How come there's lower than 100% when I only have 1 question in the survey? 3. How can customer's feedback reflect in survey results? Thanks much Lady
For Service Desk Plus OnDemand making the resolution response firs
Is there a way to order how the requester sees the responses back from a request? We would like them to see the resolution first so they do not have to scroll through all of the pages to find it.
Problem with characters in subject
Hi, We're trying to integrate SDP with our customer helpdesk system. Their system need to receieve the e-mails with ID between characters >> <<, for example: Res: request reply >>43294<< My problem is that when I reply a request from SDP with >> and << in subject, the e-mail is sent without subject, even when checking in a regular e-mail client. I sent an email with this subject: "Re: [Request ID :##45989##] - [0800net] Notificação de abertura do chamado >>5292135<< Teste" In my mailbox, the subject
Incident templates - Everyone can see them?
Maybe you have some suggestions. What's the best solution to limiting what site technicians can see what Incident templates? Right now any Technician can view any Incident template. There are permissions for Technicians. but does not limit access to specific Incident Templates. Incident Templates are not even secured by site. Securing by site might solve my problem. So does anyone have a workaround? thanks in advance. -Damian
"Backup Tech Chart" location in the new ServiceDesk on Demand
I would like to know where can I find "Backup Tech Chart" in ServiceDesk on Demand (cloud version). It is available in the old version (9.3 Build 9306), but I couldn't find it in the same location on the new ServiceDesk on Demand . Do I have to activate a specific setting or it's not there anymore?
How to Create Notification Rule Based on Due Date
Dear Friends, Could you please help me, how to create a notification rule based on due date. As per our requirement, we cant use SLAs as each ticket having its own due date. basically, I should able to notify the technician by email and sms before due date and manager after due date Regards, Satish
Does SDP On Demand include Request Dependency?
I am in love with the Request Dependency feature in ServiceDesk Plus, but I am unable to find that function in SDP On Demand. Is that feature planned for implementation? Jordan
Chat Technicians
Hello, How can I remove admin user from being Live chat support rep? Thanks in advance.
Creating a custom notification
I'm looking for a way to create an email notification when the following happens: 5 separate tickets are generated for a given "Site" within a 30 day period. Would there currently be any way of doing this?
Service Ticket Follow-up
When a service ticket is opened by emailing support (sdp-ondemand-support@manageengine.com) is there a way to view the ticket status? We are normally sent a ticket number, so just wondering what the method was to see the status without always sending emails. Thank you.
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
Dashboard report
This may have been already asked, but I need to be able to recreate the Helpdesk Dashboard but be able to add more information to it. I have been asked to add a date range and number of closed tickets to teh dashboard. I need to have Technician, open tickets, on hold tickets, overdue tickets, closed tickets, and Sunday to Sunday date range with the option to change.
ServiceDesk Plus On-Demand Change Management Suggestion
ManageEngine Service Plus will be implementing the following features really soon but I'm hoping these can be implemented on Service Plus On Demand as well because we are unsatisfied with the current Change Management features Option to create multiple Change Templates and specify a workflow for each template. Support for creating a normal template and an emergency template with each having its own workflow. Notifications based on roles - Option to configure the roles (Change Implementer, Analyzer,
Need to import users from azure ad
Need to import technicians & users from azure ad .
Computer loaners
Hello, Is there a way to setup a group of laptops in SDOD as loaners and have the ability to check them out to users as needed? I thought in Service Desk Plus there was a section in assets that would allow this. Thanks Colby
Connect an item from drop down menu to the next field in the incident template
I have another question about the Incident Template I am building. For instance, it is mandatory for all users to pick "Program location" from drop down menu: Program 1, Program 2, Program 3 and Other. Is there any way to connect an item from drop down menu to the next field? I want to bind "Other" to the next template field ("If other, specify" single line text) Plus, I need only one of those 2 ("Program location" , "if other, please specify") items to be mandatory, not both of them simultaneously.
Strange dates on Reports
Hi When we run reports we get some strange dates on the results as seen here on this screenshot: My Date/Time settings are: Thank you for your feedback. Greetings Jimmy
Posta gönderimi başarısız oldu.Can't send command to SMTP host
Our support system email communication is not working properly, but actually our mail system is working properly. When sending mail over support system , i have been getting such that message : Posta gönderimi başarısız oldu.Can't send command to SMTP host. In our mail configuration, smpt auth is 587 without TLS, but in the support system mail configuration, there is only a choice "587 with TLS". İs this a problem to communicate?
Mail Sending Failed
Hi All, Suddenly, just as of this morning, I am unable to reply to requests. When I attempt to reply I receive the following message... I am certain that all of the "Mail Server Settings" (https://sdpondemand.manageengine.com/AdminDetails.cc?forwardTo=email) are correct...and besides...it has been working for over two years and nothing in our environment changed since yesterday. Has anyone encountered this before and, if so, can you please share the fix? Thanks, Tom Preston PS: I thought I would
Features questions
Sorry guys for bugging you all the time, but I have a bunch of new questions: 1) Is there any option or plan to implement "pick multiple items from the list" in incident template additional field? For instance, the ticket template for adding printers to user's workstation. I want user to pick up 3-4 printers from the list. 2) Also, I've noticed that there is a Maximum additional fields allowed number. How can I increase it? We need way more for the templates we are building. 3) Correct me if I am
maximal amount Requester?
Dear Support, are there any max amount of Requester can be imported from domain? i seems cannot add requester more than 200 users.
Pop-Up windows before submitting a ticket
Hi, Are there any options to configure a pop-up windows for user before submitting a ticket? For instance, user is submitting the ticket for the incident which could be resolved by the user. Pop-up windows will contain some brief "how to" or a link to a solution webpage. After reading this pop-up, user decides not to submit the ticket. That could save a lot of time for help desk team.
Manage Engine sdpondemand down?
Is anyone else having trouble with Manage Engine today?
What is Overdue Status condition?
Dear All, I would like to know what's overdue status condition please see below example. Ticket already closed but we need to change/update dueby time as actual plan and this task not delay, but overdue status still show not change (overdue status=true). from this example: Created Time : 09/01/2017 08:47:26 Responded Date: 09/01/2017 09:16:00 Dueby Time: 19/01/2017 17:30:00 Completed Time: 16/01/2017 11:13:45 Assigned Time: 09/01/2017 09:13:29 Overdue Status: true Resolved Time: 13/01/2017 10:23:14
Old SDP-onpremises
Guys, This is urgent because i need an old ticket and po from my old installation for auditors. I need access to my old sdp on-premises (which i used before we switched to SDPOndemand), which contains a ****load of old information. I've noticed i could not start it, but it gave me no errors whatsoever, just in Chrome a message "Connection refused". I've played around with it, and through run.bat in the bin directory, i've noticed a error message: "Registered Period has expired". I need access to
On-Hold Reason -- Add field to custom report
Hello ManageEngine, We would like to ask for you to add "On-Hold Reason" field in the available columns when generating a custom report. Or if this is already in the OnDemand's roadmap, may we know when the patch release for this will be rolled out? Thank you!
Archive Request Problem
Major problem when attempting to open ANY archived request - we only get an "Unknown Error Occurred." message. This is becoming very urgent. Submitted a service request (3730275) 4 days ago, but no word back yet. Can anyone assist?
Error While Saving the Technician Details
I have enabled Login for several technicians (maybe 50-60), but I cannot enable any more. When I try to save changes after checking "Enable Login for this Technician" now, it produces an error "Error while saving the Technician Details." without any further explanation.
Multi - pick field for SDP-On Demand
I saw a number of requests for this for the on premise version. Is this something that can be implemented for on-demand? Specifically I would like to use it for Service Request so the user can select all equipment needed or all locations that will be included in a video conference. Thank You.
New Request - Log by Sub Category or Item?
We have about 15 categories - not a whole lot really. However, our Sub Categories and Items are getting quite lengthy. Is there a way when logging a ticket to bypass the Category and just type in a Sub Category or Item - allowing that to fill in the other related fields? This might be easier, especially if you know the Item, to be able to just type it in and when tabbing off that field, have it autofill the Category and Sub Category fields. As an example: Category: Desktop Sub Category: Producitivity
How do I create a CSR for SDP On demand?
Hello, we have a setup with Microsoft SSO, we have a certificate on our ADFS server and it's working fine. How do I import a certificate in SDP on demand? There is no menu I can find to do the CSR. Thank you. Guillaume.
We’re ending support for Internet Explorer 9 and 10
Hi Users, For ServiceDesk Plus On-Demand to offer an experience better than traditional software, we need to exploit new capabilities offered by modern browsers. The Web is ever changing and old technologies can become a drag on our quest to keep the application fresh and young. In order that we continue focusing on offering a modern user experience for our customers, it is imperative that we move on to support newer technologies that legacy browsers do not support. We will start to gradually phase
SDP - On demand
Is there a way to make announcements tab in the self service portal flash of something when there is an active announcement present? This would be a good feature to add to the customer experience allowing them easily to see that they have awaiting message. Colby
SAML question
Is it possible to make the SAML integration using Metadata xml files?
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