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.
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.
Next Page