SDP On-Demand: Include detail of ticket within Surveys so users can refer back to their tickets
Please consider including ticket information (Title, Description, Resolution) of tickets in the survey so the users know what they are giving survey on.
Collect Reports oldest
I am trying to extract a cost report per client from a period of 1 years ago, but no information is shown. Is there a way to collect the oldest information? I have been using ManageEngine for about 2 years
Business Rule to convert Incidents to Service Requests
I'm sure if this is doable, but would really make implementing some ITIL practices into an established service desk much easier. Thanks for the consideration
Active Directory (AD) OnDemand Integration
I have a couple questions in regards to AD and integration with OnDemand. Which solution is recommended and why? Using AD FS 3.0 or Provisioning App Is SSO an option if Azure is not being used, or is this the only way SSO will work? With AD integration, can you use your AD userid to log on or is it just email when logging onto OnDemand? What options does AD sync with if using AD FS? I noticed that the Provisioning App only brings over: Name, Email, Phone, Mobile, Site, Dept, and Job titles. Is
Cascading List ( Child List-box will be filtered by selected parent value)
Hi, I have been already look into previous answer regarding with Cascading List-box in forum. https://forums.manageengine.com/topic/cascading-pick-lists But, The answer was as to on-premise version. I have been just using trial cloud version. There is no appropriate menu within current cloud version, the menu in which you provided solution at forum previously. Best Regards
Project Scheduling
Hello, i have two inquiries: 1- is there any way to do resource and capacity planning for projects? i need to make sure that technicians are not over allocated with tasks. Currently the application allows me to schedule unlimited number of hours for the same technician on the same day. 2- Milestones and Projects scheduled start and end dates do not automatically calculate based on scheduled tasks contained within. Also, the estimated days and hours for tasks do not propagate up to milestones and
SCCM and SDP
I have read about the connector into SCCM, but am wondering is that just for SDP and not SDP OnDemand? If there is a connector for SDP On Demand, could you please direct me to that documentation? Thank you
when adding custom fields to enable mutli-pick list
Hi Guys, When adding a custom field i would like to know if one of the types of fields can be mulit-pick list like user can choose multiple items instead of one. Because now we have a list but users can only choose one and not multiple fields. Thank you!
API102 Error Occured in Provisioning App
I haven't used the provisioning app for a while but now when I try to import new users I get the "API102 Error Occurred" message. Is there a more detailed log generated for the provisioning app, and/or is there a known cause for the above error? I have two open tickets regarding this issue on ID 3712858 and ID 3701005, neither have been responded to apart from the auto generated reply. Regards, Thomas.
What SD+ OD is missing
Hi Guys, I am in the evaluation stages of SD+ OD and we are looking very seriously at making a purchase however it seems to be missing a few key elements that would be very handy to have. The ability to change or modify the 'Helpdesk Dashboard' to show information that I want to see, example, I would rather see Requests 'resolved' not 'closed/completed' in the last week Advanced Search of requests and export the raw data - I want to run a search on all calls closed this weeks and see the raw data
Features on New Request Page
Hi, There are a few features we would find useful when creating a New Request: Ability to have a ticket template marked as FCR by default, so that the tech doesn't have to manually select this. Examples of this would be a password reset or email release, where 99% of the time it is going to be FCR, and forcing the tech to select this adds unnecessary time (albeit only a few seconds per ticket). Ability to add time worked (e.g. as a Work Log entry) when creating the ticket. Currently cannot see a
Setting Last Logged In user as Asset Owner
Is there a way to set the last logged in user of a Workstation to be the Asset owner? After a first time scan manually assigning an owner to each asset is a significant undertaking
User Account Management Automation
Good Morning, I am currently in trial with SD+ On Demand (Cloud Hosted) evaluating its fit for use within my organisation. One objective we are trying to reach is the automation of account creations, deletions and extensions. Microsoft's System Center Service Manager allows for the above to be done via a series of runbooks and powershell scripts, is there anyway that the ManageEngine products can also achieve the same? Essentially, what we envision is as follows; * HR submit information on a new
Search results SDPOndemand are incomplete and inconsistent
Guys, I've noticed this morning that searches don't return the results. In my case if i search the word "subsidie" of which i have various tickets with that word in it's subject line, i only get one single result... ticket #828 is the only result, while at least also ticket #50 should appear. Several others tests i did this morning point me in the same direction: search results are not complete. I even tested it with the various view filters which i set active (All Requests, and then search). Considering
Customer disatisfaction report
Hello All, I am trying to create a customer disatisfaction report that show only customer surveys that are less them stellar, but everytime I configure the report I get duplicate entries. Has anyone set one of these up before and if you have how did you get rid of the same line showing over and over again. Thanks Colby
Scan this System - IE vs. Chrome
I've noticed that if I sign into SDP within IE, I can see the "Scan this system" icon. When I sign in with Chrome, I do not see the icon. I didn't initiate it as I wasn't sure what it would import and where. 1 - Since I'm OnDemand, should I see it at all? 2 - What would I get with this, and would it overwrite anything I would bring into the system? I have a "test" site I created as I don't want to bring anything or mess anything up in our Production system when we are working on that - but it's
Communication Plan for Changes
Hi, We have a standard communication template sent out in advance of Changes being implemented. Is there a way to add this to the Change in SDP, perhaps under Planning, e.g. as a Communication Plan tab? Thanks in advance.
Autofill Requester Details on all New Requests
On all new Requests, we would like the system to autofill the requester details with the details logged in user. This is working well on Incidents but new Requests requires us to select the Requester. Any solution to turn off the requester and let the system use the login user as requster. Currently the requester details also cannot be deleted
ZOHO Project vs. SD+ MSP
We're looking to enhance our project tracking abilities and find the Project module within SD+ limiting. We currently run it as On Prem but have some questions about the differences between products. - Does the cloud version of SD+ have the same features as ZOHO Projects? - How easy is it to integrate ZOHO Projects with SD+ modules (i.e.: Change, Problem, CMDB)? - Does the cloud version provide analytics through ZOHO Reports or does it have a similar design as ZOHO Projects? We are specifically looking
Project Time Sheet or Work Log Reporting - Service Desk On Demand
Our team started logging work hours in the project module in relation to various tasks. I can see a summary of those hours in the Time Sheet option however I can't seem to create a custom report that pulls the project work log details? Is this not an option to report again the project time? Thanks, Erick Grimmer
Performance issues SDPOndemand
Guys, Something wrong? I've got serious performance issues on my side of the planet. Just to be safe i tested with other sites and checked our speed, nothing wrong with our connection whatsoever - all other websites load in the usual speed, except SDPOndemand.... Just opening a ticket takes quite a while (loading...) it says on top of the page. With regards, Sven
Use of product catalog in service request to order hard- and software via the self service portal by a user
we would like to optimize the process of ordering and approving hard- en software via the self service portal. you can make a service request but you cannot attach a product catalog. Due to the differte approvals we need several service requests for ordering the hard en software. We miss a product catalog, can the product catolog used for purchasing be made available for usage in service requests (with a price). It would be nice if several products can be ordered and that you could mark a product
Automatically sending mail to requester when request is closed
Hi there! We just set up our OnDemand SDP, all works fine. Receiving mails, sending them. But now we have the issue to notify the requester that the case has been closed. We'd like to get him mailed with a short reply to his ticket with Resulution closed and the Resolution, the engineer has added to the request before. But no setting could be found to get this mail to be sent. Any ideas? BTW. Replying to the requester works fine. Stefan
Azure SSO and custom subdomain SSL certs
Hello, I have Azure AD SSO setup for SDP On-Demand. I've uploaded the cert supplied with the Microsoft SSO app configuration. The problem I have is when I use my custom subdomain, the domain shows as not secure for an invalid cert. For example, I go to https: subdomain.mydomain.com redirects me to my Azure AD SSO login. After login, it redirects back to subdomain.mydomain.com with invalid cert displayed. I cannot find a place to add the cert for this domain within SDP OD. Of course, all works
E-mail Command: Date/Time field
Good day Can you please give the date/time format when using the e-mail command. I’m want to auto fill the field Created Date and a custom field UDF_DATE1, which is a Date/Timefield configured in the Additional Fields section. Thank you for the feedback. Greetings Jimmy
How to change device type for asset?
I don't see any options for this.
HyperLink to Custom View
Is it possible to generate a hyperlink to a custom view of requests? For example, if I create a custom view for Open requests where the department is "xyz" the URL still shows ......\WOListView.do . I want to get a URL that will take me directly to that view regardless of what view I had previously selected. The purpose of this is so that we can add that link to a document management system we use to manage other documentation for that department and we want to be able to link directly from that
Solutions in SDP
Is there a way on how to make some of my solutions available in public? So that some of our users can see it even if they are not using the portal.
Change of email address in error messages
Hi How do we modify the email address that is used in the below message box? This is the error that occurs when a user who has been added to our domain but hasn't yet had an account created gets when they attempt to log into SDP On-Demand. The person that this email address refers to has since left the company and we can't see anywhere within SDP that her email address appears.
Query report summary Type - Resolved Time
How come Resolved Time doesn't show up in Summary Type? Actually, my goal is to find out the average resolved time (time elapsed from open status to RESOLVED). can anyone help? thanks
How to use probes
I've created a probe for my corporate network and it says it's running. I've added domain and network info as well. However I can't seem to scan any assets. Do I need to install an agent on a client computer? When I look at scan status I see failed but I can't find any additional information to tell me why it's failing. I need more detailed help in understanding how probes and scanning my network work. Thanks'
Sites and Departments
I don't fully understand the relationship between sites and departments. When I add an asset I can either a department or a site but not both. Can I add a department to a site or a site to a department?
Project task/milestone dependencies
We would like to have the ability to set dependencies for the different milestones. This will help to show when the delay in milestone 1 can affect the start of milestone 2. We would also like to be able set task dependencies across milestones for tasks in different milestones. Thank you.
Custom Notifications?
Hello all, I searched the forums but couldn't find a definite answer to this. We are setting up some notifications for our SDP OnDemand and noticed there was a custom triggers option for SDP. I wasn't able to locate it in OnDemand. Is this feature available in OnDemand or is it currently limited to SDP? Thanks! Jason McGhee
Email command not working from script automated email.
One way we use our helpdesk system is to keep track of computers we loan out to students. We have a google form set up where students put in their name, homeroom, what computer they need and why, etc. When they hit submit, google script adds their info to a google sheet as well as emailing all the info to our helpdesk email. I've set up email commands to parse the emails as they come in, but this is where the problem lies. The email that google script sends is NEVER parsed... Now... I can take this
Mobile App. SSL Certificate
I've sdp OnDemand on my android phone. it gives the below. tried to re-install the app. with no difference.
SDP OnDemand Outage?
Hi - several of our clients have recently reported issues with SDP OnDemand. I am guessing that there is currently an issue/outage? We are based in New Zealand. Note- they are also logging requests via the help desk.
Requests View - Show More Items
Hi Guys, I was wondering if it were possible to implement the option to show more than 10 results at a time? Currently you don't know how many items there are until you click on the "... " icon and you are only able to see ten items. It would be great if you could have the option to show say, 10, 20 or maybe even 50 items at a time. Regards, Jared
Task Associated Request
Is it possable to have more than one Associated Request attached to a task?
Missing fields in Reports
I'm trying to run some basic reports on the requests module in ondemand SDP. I can't seem to find fields such as 'Description'? I note this field is available in on-premise as "Description". Likewise in the tasks module I can't find a 'Description' field. Is there a reason for its absence, or is this a bug? Regards, Craig
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