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?
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
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