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
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?
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