Provisioning App returning 500 Internal Server Error - API102: Error occured
The app itself returns an error "Failed : API102: Error occured" and if I check the logs I can see there is a 500 internal server error being returned. We have 1194 more users to migrate so they may log in and send requests through via Web Portal. 194 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users.
Query Reports in OnDemand Service Desk Plus
I worked on an Enterprise edition that was on premise of Service Desk Plus and had full access to create query reports for specific items like number of closed tickets by technician with these headings: Request ID Priority Created Time DueBy Time Responded Date Resolved Time Request Mode Group FCR And another query report to show number of solutions created the previous month by technician and the headings were: Solutionid Topic Subject Contents Views Created By Created Time Last Modified By Last
Sweet32-birthday-attack-on-64-bit-block-cipher-withdrawal-of-3des-cipher-support
We always try to provide utmost security and privacy to our users and here is one such instance. This is about removing weak and insecure ways to access our platform and strengthening it based on industry standard recommendations from time to time. 3DES, a 64-bit block cipher, is one of the algorithms used for encryption. These block ciphers, with short block size, are vulnerable to a type of cryptographic attack, known as the Birthday Attack. In order to protect our customers from this vulnerability, all
Automatic reply
Can you set up Manage Engine for an auto reply message ?
Requester creating new incident results in two identical incidents
I recently noticed intermittently when a requester creates an incident we will see a duplicate incident with a unique Request ID. For now we close the duplicate but we do not know what conditions are creating these duplicates. See attached image showing the same date/time stamp and history information and unique request ID numbers.
Timestamp in History
Hi all When we look in the history of a request we see that there are some strange timestamps presents. I don't know if this is intended, a setting or a bug? Greetings Jimmy
What's new?
Hey guys, SDPOndemand apparently updated. What's new? Regards, Sven
Navigate search views
It is very hard view the details of the request in a search. When using the search function, its not possible to navigate the incidents. If the details for one of the incidents is opened for review, it is not possible to browse to the following or previous incidents in that search. Exiting the request detail, will return to the Previous view but will loose the search details. We need some functionality to address this.
Require a Technician before request resolution / closure
Is there a setting available to enforce a technician to be assigned before marking a request as resolved or closed? We often have requests get marked as resolved or closed without a technician being assigned. This creates numerous problems and requires looking at history to see who marked it as resolved/closed. Thank you, Erick
Outgoing e-mail not functioning - relaying
Hey guys, I'm connecting SDP ondemand to an internal mailbox on our Exchange 2010 on premises, which works great. Mails coming in perfectly. I do not succeed however in sending answer back from SDP Ondemand to EXTERNAL users It DOES works if i send to our internal @tyu.be adresses It DOESN'T work if i send to external (@microsoft.com, @dell.be, @zohocorp.com, etc...) Any suggestions on how i can handle this? Or does ME does have it's own mail relay server? With regards, Sven
How to fetch technician based service requests using rest call?
Hi, I am using service desk manage engine api for quite a long time now. I have a requirement to show requests based on TECHNICIAN name. I am able to retrieve All Requests using below url. https://sdpondemand.manageengine.com/api/json/request?OPERATION_NAME=GET_REQUESTS&authtoken=authToken&scope=sdpodapi&INPUT_DATA={'operation':{'Details':{'from':'0','limit':'50','filterby':'All_Requests'}}}. Now I need to filter those requests based on TECHNICIAN name. Can anyone help me. Please give me an idea.
Business Rules - need option to change to service request and change template
Based on business rules, when a request comes in, we need to automatically change it to a Service Request and select a specific template. This would be a tremendous help since we have templates that have associated tasks. Right now, we're manually changing each ticket. thanks.
ServiceDesk Plus On-Demand: How to execute an archived requests report?
Hi, We need to execute a report of the archived requests but there is no option for it. Do we need your help to create this by a query report? Thanks in advance. Gerardo Varillas Ingeniería Dric.
Certificate Error when using Office 365 logins to SDP on demand
When users login using their Microsoft/Office 365 credentials to our helpdesk, they receive a certificate error. Using their normal Zoho login synced from on-premise AD does not give this error. They also do not receive this error when loggin into their normal web-apps under Office 365. When viewing the certificate, it says: issued to PositiveSSL Multi-Domain issued by Untrusted Bitdefender CA What is causing this error and how can it be corrected?
REST API: on creating request from template the description is not copied.
Hello, I have an issue. I've created incident template with pre-filled description field. Then I'm trying to to create new request using REST API. I do not specify the description in my api request. So, description value from template should be inserted. But it not. I have "No description" value in description field. It looks like rule from documentation is not working correct: If there is no value given for a field, and if there is a default value available in the Template for that field, then the
Request it does not fall under your permitted scope. so you are not authorized to update the same
Requester 1 CC Requester 2 on the ticket but Requester 2 is not able to view the ticket details: she received : Request it does not fall under your permitted scope. so you are not authorized to update the same Is there a way that Requester 2 view the ticket details via portal?
ServiceDesk Plus OnDemand Enhancements and Fixes
Dear Users, We have released an updated today with a bunch of enhancements & fixes. Kindly go through the What's New page to know about them : https://ondemand.manageengine.com/service-desk/whats-new.html Below are some of the release in the immediate pipeline : Dashboard customization & Reports enhancements for request Asset Enhancements & Credential Library Bar-code scanning of assets RTL support for locales Arabic & Hebrew Kindly do check out these enhancements and please let us know your feedback's
Missing Assets
I am just reviewing my Workstations for an Corporate review and have noticed that there are Workstations that were showing in December that are no longer in our asset list. I thought it odd that we all of a sudden had software licenses that were not being used. I checked with my technicians and they told me they have not been on the asset module since before Christmas. Nothing was deleted. We are currently missing at least 4 workstations that have been there since we started using the SDP On Demand.
Consolidate / Merge Software into Single Entity
We have an SAP Crystal Reports Server that when scanned has added 1232 additional pieces of software in the Software list. I don't really care to see every singel file in SAP listed as a piece of software. How can I set this up so that ODSDP knows that it is part of the Crystal Reports Server Software package and the only thing that shows up in my list is Crystal Reports Server? Thanks, Liam
Send Enable Login to Requestor -Email Templete
How and where do you edit the page that is sent when the admin enables and a Join or Reject email is sent to the requestor to join the organization so they can have there own login credentials?
Request for information
Dear Support , Kindly provide a list of the differences of below two methods : 1- ServiceDesk installed on Cloud (AWS, Azure, … etc) which will include all features 2- ServiceDesk On-Demand (Hosted with ManageEngine) CMDB Feature has a lot of limitations
Grant ability to clear date fields
Currently, once a date is saved into a date field in the system (specifically the asset section, but likely many others as well), we have no way to clear that field to make it blank again. Use case would be that a user made a mistake and entered data into these fields and they need to make the fields blank again. We currently have no way to take the dates out of that field and make it clear again. This is a huge problem, as if a user makes a mistake, there is no way to rectify it.
Message: POST_ONLY_URL
Hello, <operation name="GET_REQUESTS"> <result> <status>Failed</status> <message>POST_ONLY_URL</message> <error_code>4001</error_code> </result> </operation> https://sdpondemand.manageengine.com/api/request?scope=sdpodapi&authtoken=mytoken&OPERATION_NAME=GET_REQUESTS Does anyone know how to solve this?
Question on ServiceDesk Cloud
My organization is looking at possibly going to ServiceDesk Cloud from our local copy of ServiceDesk. Is there a way to copy our existing data (database, custom reports and file attachments) to the cloud version?
API
Hi, I am attempting to use the API to pull a listing of our requestors. I am receiving the error:{"operation":{"result":{"status":"Failed","message":"Invalid URL","error_code":4007}}} I am using the url: https://sdpondemand.manageengine.com/api/json/requester&scope=sdpodap&authtoken=AUTHTOKEN=f529251b703b3f17f0b198f78960dd6f&OPERATION_NAME=GET_REQUESTERS Can someone please assist me in where I am wrong? Thank you Kate
Planned maintenance of our US Data Center
Dear Customers, Earlier this year, we made a decision to set up a new US data center with greater bandwidth through upgraded WAN links, better and powerful application and storage servers with sufficient head room for future growth. In September, we tested this new US data center successfully, by switching and serving all our apps from the new facility, before we switched back to our primary data center. The test was accomplished with minimal service disruptions. Please refer to this related post.
Standart and custom variables in mail/sms templates
Good time of a day. Can I use e.g. Technician Mobile Phone number or custom field value variables in mail/sms template like i use $Title, $RequestId and other? For example: Ticket registration template Dear $RequesterName! Your ticket was added. Engineer who will solve your ticket: $Technician (Mobile phone: $TechnicianMobilePhone) Is this possible? Best regards, Alan
Project feature requests
1. Ability to copy an existing project to a new one. 2. Projects list - be able to just see my projects and define views similar to Requests. 3. Make the "Priority" list different from Requests. 4. Clear out date fields. Thanks.
lending assets to users on a temporary basis
Hi What will be the most efficient way that we will be able to lend out i.e. laptops to users and there should be a record that its borrowed out and also when its due back to the IT department both user and tech should get a email, or just tech either or. Thank you
Possibility of customizing purchase order
Hi, Is there a way that we could add new fields or remove / re-name any existing fields to the Purchase Order? Regards Hirantha
help desk cloud
can u transfer my on-premise ver. to cloud ver.
Group is being used by a module. Hence cannot delete it
Hi All, Good day I am not able to delete any group, it's giving me this error message: Group is being used by a module. Hence cannot delete it. Can you please advise me! Thanks in Advance
Time Zone Drop-Down List
It would be great to have the drop-down list for time zones sorted by time offset. At the moment I can't see any reason as to the lists order. Australia also has multiple options for the same time zones for some reason?
Reply Templates and $RequesterName
Hello, Are there any functions available that can be used on Content Variables (such as $RequesterName) to get only the first part of the variable. In our default reply template; we use at the beginning of the mail "Hi $RequesterName," Which translates to "Hi John Smith," (if John Smith was the requester) Which is very formal. We are sending replies to people we know and work with all the time - I would like to just have the first name in the reply, rather than first and last name. Currently we
Not able to see assets but able to see software
Hi Team, I have installed prob on domain controller also verified key as well. I have done domain scan but only able to see software but not able to see assets details. Also if I click on software I can able to see only few details. I have attached snap shots for my issue. Note:- Domain verification is not done as I am evaluating in my LAB
Projects - Task Board
Would like to have an interactive Task Board to track and update project tasks. In the attached example, the Goals could represent a Project and the different colored Tasks could represent a Task Owner. Thanks.
Create work log / task for Asset without creating an Incident
We do preventative maintenance on some of our assets such as software updates and firmware updates. It would be nice if we could add work logs or task to the assets themselves without creating a 'Incident Request'. Is this functionality available? If not, is it something that might be possible to add? Thanks, Liam
Merging Assets
Is there a way to merge Non-IT Assets? We have some non-IT Assets that have all the information except they are not linked to the Purchase Order. There is a separate Non-IT Asset linked to the Purchase Order.
Modify Dashboard
Hello All, We are using the free version of OnDemand-Service Deskplus. We have added an additional dropdown field in all our templates and we would like to show requests based on this field on the dashboard. Is it possible to modify the dashboard to include this report? I have searched the forum but none of the solutions worked. Thank you. KR, Manjula
Customized Domains / Self-Service Portal - Domain Mapping
On the following website https://www.manageengine.com/products/service-desk/customized-domain.html it suggested we can use our own domain with HTTPS but also mentions certificate issues will be had. It would be great if we could also upload our own certificate to the site for use with HTTPS and a customized domain.
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