Unable to merge
Guys, Me and my collegeau cannot merge tickets anymore. Following error pops up if we try to do so). It happens with all tickets, not specific ones. Can u take a look at it. With regards, Sven
District Managers and their sites of responsibility
I work for a company that has District Managers that are in charge of multiple locations (sites) that they wish to be able to view any or all open tickets for their locations of responsibility. Is there any way to do that in ME ServiceDesk +? They are not technicians so I am not going to allocate them licenses so that they can do that like a tech would.
Date and time formatting in SDPOndemand
Guys, Is it possible to do something about the way SDPOndemand handles and shows these dates. SEE screenshot below. In listviews of requests, some of these 'dates' are confusing, cumbersome and very long.... This is probably due to the way SDPOndemand handles these, as date and time seem integrated into each other as one field. Better would be to keep separate fields for dates and times. It is also questionable why some of the formats in the screenshot below, show the timezone difference, and others
Product name in use
Guys, A lot of my vendors are delivering services to me. Mostly these are consumables: installations and configurations, working hours, etc... I'm unable to create the same product name... I have a consumable "Installation and Configuration" for my vendor "Remmicom"... but i also have "Installation and Configuration" for various other vendors... Uniqueness should be set on the combination of Product Type - Product Name - AND vendor. Not only on Product Type and Vendor. I am intensifying my daily
Asset Components - Assign in Bulk to Site
Guys, Possible to add the option to add asset components in bulk to a certain site please? With IT Assets it is possible to do it in bulk, but not with asset components. Just to add that if you buy 46 monitors (as i did), and i have to go through each and everyone of them to assign them to the correct site: that's not exactly fun to do... In the below screenshot you can see that the "Assign to Site" option is not available for asset components.
Scanning of vmware ESXi Hosts
In our SDP On-Premise version, the VMware ESXi Hosts were scanned with no problems. When scanning from SDP On-Demand, only the Virtual Machines are being scanned. The hosts come back as not being scanned. I have checked and I am able to SSH to the hosts as well as ping them using the FQDN. Thanks, Liam
SDP Notification: ERROR : Mail dropped
We are receiving a number of emails that are sporadic on which users replies to tickets will drop the email. Unless the user CC's a technician the mail is obviously inaccessible as it is deleted once the process completes. If a ticket is created by a user and a response is sent to that user everything is fine. When the user tries to reply to the response and makes no changes to the subject or anything else we receive the notification "SDP Notification: ERROR : Mail dropped" And the reason comes
Field and Forms Rules
Hi there, Is there any alternative option for me to control fields and form in Servicedesk Plus On Demand as the option of Field and Form Rules are not available? Regards, Jo
Request Template with an outgoing Email
Good morning, I have looked around in SD at business rules etc to see if it would be possible to send out an email to the "E-mail Id(s) To Notify" list when the request is created. My Scenario is this: A technician gets a call about a recurring issue After the call they send out an email to a group of people letting them know that the issue happened. The email contains the address for SD as well so it gets recorded What I want to do is to create a request/incident template in SD that can act as the
Hardware Driver Information Request
It would be beneficial if in an asset scan, the scan could retrieve driver version information. It would then be useful if one could run a 'Driver Report' from that asset page which would show the Device Name and the Driver Version for that specific asset. Thanks, Liam
Projects - Accidentally deleted a big project
Guys, I've accidentally deleted my biggest project, and i need help with it to recover it. I cannot find a 'recycle bin' of something alike. In the System log i can see the deleted project. I also discovered why this probably happened: when you are in tasks view (as i was), there are actually two Delete buttons visible - and i accidentally clicked the wrong one offcourse. I did get a confirmation dialog box, but without reading it, i assumed it was a confirmation asking "if i was sure if i wanted
Domain Verification Failed
I am trying to setup our helpdesk and have successfully verified our primary domain (dynamixconsulting.co.uk). I now want to verify a sub-domain (support.dynamixconsulting.co.uk) but I cannot get the CNAME verification to work ! Unfortunately when it fails it gives no reason so I can't diagnose the source of the problem ! For now I have created a Stealth Forward which gets users logged-on without revealing the true URL, but links sent out by the portal don't work with a "Not Found" error, so I
Attachment disabled when replying user request
I have implemented the Service Desk system to my company for around 3 weeks. When replying a request, it was able for me to attach a file. However, I found the button of attaching files disappeared these two days. I wonder if the max limit of storage has been exceeded. Does anyone know what is going on for this situation? What is the storage limit? And how I can remove the old attachments in the system. Many thanks!
After migration to SDPOndemand, i notice my SDP On-prem not available anymore
Guys, I've noticed this now because i needed to look into an older project i had done in the past. I definitely need access to my SDP On-premises for reference purposes. Could this be because the license is not valid anymore? This is urgent guys, i needed access because of an audit happening here... With regards, Sven
Mail Fetching Stopped, now Running But Won't Fetch
Help. Mail fetching stopped 10/5. Great, I started it again today. Even though it says it's running now, it isn't pulling any mail in. Also, your phone system isn't working. I press 3 and it doesn't notice.
Selecting "Not Assigned" as a Technician - Custom View
We have just migrated to the new on demand Service Desk Plus - and I am trying to recreate a custom view from the old On Prem SD+. What I want is a view that will show all calls assigned to me, and any new calls that have not been assigned yet. In the old SD+ I had the option to select "not assigned" which would achieve this purpose, but this does not seem to be available in the on demand service. Any ideas? TIA Trent
Enable auto-assignment if request has not been picked up for x days
The way our team works we would like to have auto-assignment turned on, but not auto assign tickets unless they have been unattended for 2 days. I know there is a feature to email when a ticket is left unassigned in a queue, can this data be used to limit the auto-assignment feature as well?
API - Fetech all Requests between certain time frame
I'm trying to come up with a solution to get all the requests that came in the last 10 minutes.
Cannot paste images anymore
Guys, Out of the blue pasting images doesn't work anymore. Only in IE i get this error. In Chrome, Firefox no message is given, but pasting doesn't work.
Load Balancing
Hello, Good afternoon! Currently we use the resource "Load Balancing" for assignment of requests to technicians. However, requests are always assigned the same technicians for long period, after a while the requests are all attributed to other technicians, even all technicians having the same number of requests. Sometimes, the technician receives over 30 requests while others technicians are only 6 ~ 8 requests and none new request. How the resource "Load Balancing" distribute the requests? Thanks!
SDPOndemand - instability and not loading pages
Guys, Something is wrong: Pages load really slow, sometimes not loading. On top of SDP this appears and it keeps loading:
Use a relative date - e.g. 'more than 30 days ago' - in custom view
When creating a custom view you can include various date fields to define the view. Rather than specifying an absolute date - e.g. 'Resolved time greater than 01 Sep 2016', is there any way to have a view use a relative date e.g. 'Resolved time greater than 30 days ago'?
What's Coming Up Next in ServiceDesk Plus OnDemand !
Dear SDP OnDemand Users, The next release of ServiceDesk Plus OnDemand will contain Request Assessment features and below is the list : Request Assessment Details - Request Tab(Time Elapsed Analysis) : Request Assessment presents every minute detail about the activities within a request. Total time spent on a request, technicians/ groups assigned to requests, status of requests etc., every such detail is fully elaborated in the request assessment page. Life of Request: This table displays the total
Tasks will not keep Group assigned in an Incident Template.
I am creating a new Incident Template and I want to assign a task to a Group and not an individual technician. If I assign a task to an individual technician it will create the task correctly but if I try to just assign it to a group it will not assign the task to a group.
Reports - can the system reports be locked so they cannot be changed by anyone other than an admin?
We have several users with access to Reports and they inadvertently change the canned/system reports. Is there a way to actually lock those reports so the users/technicians cannot change them and are forced to save them with a different name? I know it is a training issue but it is very easy to think you're modifying a report that you've renamed but you're actually modifying the base report. I see a lock icon next to them which shows them as Public but not sure how to make them Private, if even
Report on tickets not updated
Hi, I have been looking within Zoho reports for a report that reports on tickets that have not been updated in x amount of time. This would be a useful report as to ensure that tickets are not sat with no action being taken on them. Does this functionality exist within Zoho reports? Thanks, Connor
Multiple Requesters
I've seen this question asked many times (over many years) in the SDP (on-site) forums without any resolution or timeline for this to be added as a new feature request, but I'd like to get this added as a feature request for SDP On-Demand and/or provide a work-around for our needs. We are requesting the ability to add more than one requester to an incident, problem, etc... Why do we want this? As others have already posted, there are many valid reasons for needing more than one requester on a ticket.
Alert to Remind Technician of Unresolved Tickets
Hello, I'm trying to find out if there's a way to alert a technician every "X" amount of time that they have open work orders that they need to address. The scenario is having technicians that are doing the work but are not actually updating/closing the assigned work orders. Thanks
Request templates do not apply
Hi, When I go to edit existing ticket and want to apply the template - this only changes the description and not priority, category, impact etc. Is this a known issue? We are using the system at call centre and they simply have no time to go through each bit one by one. This works fine when I create a new incident but not when editing newly created from email Please help
Replying to ticket from outside e-mail doesn't notify users
I know this has been an issue for service desk plus and has been resolved, but we use OnDemand-service desk plus. Is there any plan to implement this feature in the cloud version?
Change Asset Product Type
Is there a way to change the product type for an asset that is not of type "workstation" or "server"? We'd like to create a new product type and transfer one or more existing assets into the new product type. I know we can change the product type for a workstation (ex. change it to a server), but I do not see a way to do this with our own product type names. Ex. We want to create "Firewalls" as a product type and changes several existing "Routers" product type assets to a Firewall. There is no
CMDB Cloud Functionality
When will the SDP Cloud version support the same CMDB functionality as found in SDP On-Premise? Ex. CI and relationship management diagram as shown here: https://www.manageengine.com/products/service-desk/itil-cmdb.html?dwnftr
Free cloud based ServiceDesk On Demand
Will the cloud based ServiceDesk On Demand product - standard - remain a free service for existing customers? I've read where some folks, after a year, are presented with the option of buying or moving to a different product. What assurances can you provide that the standard cloud based ServiceDesk On Demand product will remain a free service?
Login Name
Dear All, We have group email, that is 1 email address is used by 10 people. Now each user should have their logins in ManageEngine. While registering users, the system is taking the email address as login name. Is it possible to use another field instead of email for login name? On the login page, I can see email/phone. But the login name is disabled preventing me from adding a value there. Kindly help. Thank you. BR, MG
ServiceDesk Plus OnDemand latest release "Project Enhancements" & "Task Dependency Mapping"
Dear Users, ServiceDesk Plus OnDemand made a release for "Project Enhancements" & "Task Dependency Mapping" today September 15th 2016. Kindly check on the What's New page for more details : https://ondemand.manageengine.com/service-desk/whats-new.html The releases in the pipeline are : Request List View Enhancements RTL support for locales Arabic & Hebrew Search Enhancements Dashboard customization & Reports enhancements for request Asset Enhancements & Credential Library Bar-code scanning of assets
Project additional fields - don't show up
Guys, Just to inform you: the additional fields i create on projects, don't show up in the Project module. I created a few test fields, but when i open a few test projects i created, they are not visible. Regards, Sven
Cannot add additional fields - limit reached
Hey guys, I've stumbled across an issue: i cannot add additional fields. "The maximum number of additional fields of type Text has been reached. No more fields can be added." To check i started to count the additional fields I have created across all types: i counted 10 additional fields in my SDPOndemand over all modules (request, requester, technician, problem, change, project, ...) Can u allow more fields please?
Features Next Release of ServiceDesk Plus OnDemand
Dear SDP OnDemand Users, The next release of ServiceDesk Plus OnDemand will be on Project Enhancements and below is the detailed features list : Project Template : Project Template supports to configure different set of fields for different type of projects. Thereby creating individual form for each project template for the most frequently used. Task Dependency with New Graphical UI (drag and drop) : Dependency mapping feature has been introduced for Requests, Problems, Changes and Projects. Look
Lost mail content in new Ticket which created by send mail to SD
Dear Team, Some new created tickets lost mail details (content or sometime attached file) when forward mail to SD (for creating new ticket) Would you please help. Best Regards, Tat Glinsorn
User login from another website?
Just wondering, is it possible to link service desk plus to another website so that a login box on that site directs them to the service desk plus site when they click the login box? Or when they logout they are redirected back to the original website? Just wanting to integrate it into our own website. Thanks
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