Users cannot attach files to requests
Occasionally we receive reports from users that the + sign to add an attachment to a request is unavailable or malfunctions. The end result is they cannot attach a file to their request. Our users have Internet Explorer 9 or above. I've had it happen to me and I use the latest Google Chrome browser. So it doesn't appear to be browser specific and the condition is intermittent and cannot be recreated on demand. Temporarily if a users refreshes the page adding attachments can be restored, sometimes.
Business Rule Limitation
I am trying to setup an automated escalation form for another team. The idea is when the ticket is edited to a level to trigger the business rule, an email is generated automatically but the execute rules are very limited as you can only pick create, created and edit or just edit. What I would like is the ability to set it to execute once a ticket is edited once and not try again for the same ticket, as what is happening is, a single edit is sending the same escalation template which is not exactly
Email Formatting
Is it possible to have some email notifications be Rich Text format and others plain text, ie say your making a Reply Template can you set that specific template to be Rich text or plain text? The reason being is our retail stores email system does not support Rich Text formatting but rich text formatting is needed for other forms of notifications that are internal since the corporate email system does support rich text formatting.
Unable to add a technician user
Hi! I'm trying to add a technician user but SDP returns a message saying that the user already exists, but don't. I've added others users to the SDP and I hadn't any problems. Anyone had this issue? Thanks.
Additional Field - Multi-line Textbox
Is there no way to make the text box bigger? It makes it rather difficult to input data or read data in it if there is more than 2 lines inputted without having to use the scroll bars.
Dashboard - Show My Work
It would be nice on the Dashboard, especially for technicians, to have a widget for your own open work. Just a simple, My Open Requests, My Open Tasks - showing the number open, which when clicked on would bring you to your open items. And, if that could be done, have the ability to see My Group's open requests and tasks (again just starting with a count). This would just make it easier from the dashboard (if wanted) instead of jumping from Dashboard, to requests, to tasks, etc.
Technician on vacation
When do people do when a technician is on vacation/holiday/sickness? The challenge I have had in the past is when a technician is away and requester replies to a closed ticket or even an open one and notification goes to the technician, but of course, they are not there. I wondered whether this is any capability with OD-SD to manage/redirect SD messages to another technician/ email address?
Using an Office 365 shared mailbox under Mail Server Settings doesn't work
Hi, We just started using SD Plus-on-demand enterprise and trying to use Office 365 shared mailbox under mail server settings but it doesn't work as shared mailboxes(Office 365) don't have a password. If I use my login details, it works fine so we know that the server settings and port numbers being used are correct. I have tried using the following as I have full access to the shared mailbox Username: myid@xyz.com\sharedmailbox@xyz.com Password: My Password E-mail Adderss: Shared Mailbox The above
OnDemand Clear Data / Start Over
Is there a way to clear all data and start over with the cloud version?
Documentation
Is there any updated documentation, such as an admin guide, for On-Demand ServiceDesk Plus?
Automating new users into HelpDesk for SD On-Demand
What is the best process for adding users into the Service Desk after creating them in AD? I only use Service Desk On-Demand (SDOD). I have SDOD and Office 365 connected so we can log in using O365 credentials. When I create a new user in AD, my typical process is to manually run the Helpdesk Provision app and just do an Import and select the new users... but, this is very manual and if I forget this step, when someone goes to log into the helpdesk, it does not let them, nor will it let them join
Map non-matching AD fields for site locations
I use the AD sync tool in my org to sync user details to my service desk plus on demand... I have multiple tenants in my suite that I separate into multiple sites... So something like "DC Company1" "DC Company2, etc. etc...." Company 1 is my organization, and Company 2,3,4 are other companies that we support in the same geographical region... (some sit in our offices, some across the street, etc..) Everyone but Company 1 is not in our AD in any way... Everyone in Company 1 is synced from AD
ASSIGN TO SITE
Hallo, i have to different account forwarded to the default mail setted up on the free on demand system. I have 2 different sites. I would like to assign incoming tickets differently based on the incoming mail using some automatic rules. Is there a way to? Thanks. fp
Service desk plus - languages
Hi! I see on the website that ServiceDesk plus has a Danish language interface, but i can't find it in the cloud version!, Is it only in the on prem. ServiceDesk plus we can use Danish language in the interface???
display contact information when hovering over requester's name
Hi The same way when hovering over a ticket will give you some information on the ticket like subject, category and some description can we have also the same feature when hovering over the requesters name. It should give us the phone numbers and email Thank you!
SDPondemand very slow
Are we having a problem with servicedesk at the moment? it is quite slow at the moment
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?
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