API Images / Outlook add-in
Hi, We have been developing a product called V-Technician for Service Desk Plus and use their API Now we have finished implementing the same functionality for Service Desk On-Demand and that work very well except for two issues/limitations 1. When is request is fetched the id returned is the local id for example 799 and there seems to be no way to retrieve the global id 95000084392 that would be useful for example to divert the the user to the SDP On-Demand portal to access the request. 2. Support
Network scan
I am trying to run a network scan and I am having some problems with it. It runs a simple scan and very basic info is written into asset inventory. I can see basic info for workstations that probe collected on given network range. However, it fails to collect detailed info by pushing SDPOD_MiniAgent onto the workstations. Account used for scanning is configured to be a local administrator on any machine within domain - this is configured on a domain controller. Here are relevant lines from probe's
Fetch all Requests per status - Rest API
payLoad = { 'scope': 'sdpodapi', 'authtoken': 'aacf987a0c0e5768e5bf28db656f43b6', 'OPERATION_NAME': 'GET_REQUESTS', 'INPUT_DATA': '{operation:{Details:{FILTERBY:All_Requests,FROM:1,LIMIT:1000,STATUS:Closed}}}' } I'm trying to get all request with status closed using Fetch All Request API Even though i have indicated STATUS:Closed in the INPUT_DATA. it still returns all result regardless of status.
Max request per API call
It is indicated in the Fetch all Request API documentation that there is a 100 maximum request per api call. but what if i have more than 100 rows of records. how can I make sure that I'm getting all the data?
Image on Purchase Orders are crashing into the Organisation text below, How do I stop this?
Hi Guys, I cannot seem to fix the issue below in Purchase Orders, I have tried changing the size but that makes no difference, Am I missing something ? Thanks Stu
Agent with on-demand?
Hello, Are there any plans to bring the agent based asset tracking from the on-site service desk plus to on-demand? Our staff operate world wide and are not always connected to the domain network, so the probe setup isn't really a good method to keep updated information on assets. The ADLogonApp is a compromised solution from what I can tell. Regards Thomas
What's cooking? In ServiceDesk Plus OnDemand !
Dear Users, The next release of ServiceDesk Plus OnDemand will feature the below list of enhancements & fixes : Business Rule(s) for Service Request - Business Rule is now available for Service Requests as well. It will work in the same way as Business Rule for Incidents. It will be a site based setting and follow the same principle as that of Incident. There are separate lists of Business Rule for Service Request and Incident Requests. Copy Template - Copy Template option has been introduced in
Request Closed Notification - auto-reopen
Our SQL Server is setup send an email to ODSDP when there is a problem with a maintenance task or service so that a ticket is created automatically. Our ODSDP is setup to notify our users when a request is closed. When we close a request from the SQL Server, ODSDP is automatically sending an email to the SQL Server Address.Since there is no email account existing for the SQL server, only an email address, there is a bounceback and the request is re-opened. Is there a way to deal with this so that
Is there a way to always notify multiple requester when a new request is created?
An example request, when a Supply Chain request comes into service desk I want multiple email addresses to be notified of a new request for Supply Chain. Currently the only way to do this is request anybody creating a request manually enter it in the "emails to notify". Quite often they forgot and the other requesters that would like a notification of a new request do not receive it. I'm looking for a way to always notify a specific group of people when a request is created for that department. I
Is there a way to disallow a requester from replying to a request with a closed status?
We often find requester commented/replying in service desk to closed tickets. In some cases there is no technician assigned because the request was deemed invalid or there maybe a technician assigned in other cases. In either scenario the responses are missed because we don't look at closed requests that often. It would be nice to make requests with a status of closed or maybe even resolved read only to the requester, is this possible? Erick
The ultimate QoL and feature request list for SDP Ondemand
Hey guys, Been using SDP Ondemand for a while now. All in all, i'm a happy customer. Which is not to say i'm willing helping out and make some suggestions. The following is the The ultimate QoL and feature request list for SDP Ondemand, and includes bugs that need to be squashed, as well as new features and some QoL improvements: Assets --> Workstations and Servers: cannot manually add disks Assets --> Workstations and Servers: cannot manually add network adapters Additional field --> Pick List:
Development on SDP Ondemand - stalled?
Guys, I've just noticed that since 20 april 2016 (more than 2 months now), nothing has happened on SDPOndemand whatsoever... something going on? It's not that there isn't any room for improvement, as the forums here suggest, there's plenty of room to continuously improve the SDPOndemand application. I'd especially like to see to keep the pace going of the ondemand version versus the on-premises version. I've noticed the SDP on-premises version has gotten quite a bit of updates and fixes in April,
ServiceDesk Plus OnDemand Enhancements and Fixes
Dear Users, ServiceDesk Plus OnDemand has 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 : Request enhancements Request Extended History - Time Elapsed analysis Project enhancements Project Template Support for Additional Fields Default Reports for Projects Advanced Search options (include conversations,notes,full
Search within Forum
If I am in the OnDemand ServiceDesk Forum and want to search to see if someone else has already posted something pertaining to the same topic, when I type in the Search field, it searches through every forum for all the products and not just OnDemand ServiceDesk. This usually creates even more items to try and filter through. This sort of defeats the purpose of having the search field. Since your subforum list is very generic (i.e. Announcements, Feature Requests, General), it might be very beneficial
SD On Demand - notifications for request type change
When a technician changes a requests "request type" I need to have service desk send out an email notification to the requester. I have been unable to do this with a notification or business rules but this becomes a major communication problem for our sequesters to not get this notification. The impact is we use different requests types to define how it goes through our IT workflow and a change has a huge impact on the time frame a request is processed. Is there a way to notify the requester when
Lookup information in custom fields
Hi When creating a custom field in a service request template is it possible to create a field and then do a lookup from existing information thats in the system i.e lookup user, lookup departments, and locations, Thank you
Barcode Scanning for Assets
HI Do you guys support barcode scanning for assets so we can easily port in assets when they get delivered to our company?
Add "Last Updated By" field and column
It would be nice to have a field/column for Last Updated by. This would provide better viability and accountability on where the request is at instead of having to open each request and click the Conversations area. Also, if a technician closes a request that they are assigned to, the email system should be smart enough to know how to email that same technician.
Custom Reports
Hi team, There is a way a to obtain this reports in ondemand environment? Ticket link to problem in status closed. select c.WORKORDERID "Ticket" ,f.STATUSNAME "Status Ticket" , LONGTODATE (d.CREATEDTIME) "FechaAlta Ticket", h.FIRST_NAME "Tecnico Asignado" , a.PROBLEMID "ID Problema Ligado" ,a.TITLE "Titulo Problema",b.STATUSNAME "Status Problema", LONGTODATE (a.CLOSEDTIME) "Fecha de cierre Problema" ,wof.UDF_CHAR22 "Tecnico Reponsable" from Problem a inner join StatusDefinition b on
Incident resolution - not saved i Solution
Hi all, When I have found a resolution to an incident, and then want to save this in solutions, I click the "Save and Add to Solutions" button, but nothing is stored in Solutions. Anybody able to help me? Best regards Jan Fure
Using SSO: Requesters login name different to Single Sign On login name
Hello, I'm currently in the the process of setting up a Single Sign On method for SP on demand, at the moment I have the users imported using the Provisioning App. However this assigns their login name as "John.Smith@Domain.com" where as our SSO uses the login name "JohnS@Domain.com" Obviously the SSO won't work in this situation. The only fix I've found at the moment is to manually add a second email ID for the user in the zoho control panel: https://business.zoho.com/cpanel/index.do#dashboard
Forwarding of email does not give details like sender, date, time, subject and description as that of outlook
When we forward an email in the conversation list of a request, does not show the forwarded email sender, date, time,subject and mail body details as seen in outlook
SLA by business hours?
So is there a way to create an SLA for two different time periods? So during the Day (normal business hours) have the SLA with a Response period of 1-hr, and Resolution @30-days. And also have an SLA that after hours might be like a Response period of 4-hr, and resolution @30-days. Same site, same client. Thanks -Damian
SSO COnfiguration
I am trying to setup SAML authentication (following http://help.sdpondemand.com/saml-authentication) but having difficulty. The PowerShell script and instructions provided are not written for ADFS 3.0 and PS version 4 which is what we have in our ADFS environment. Any suggestions?
SDP Projects - Work documents
Hello guys, I'm working with Projects for quite a while now, on-premises as wel as SDP online. I'm struggling with related project work documents. A 'project document' is a document in one form or another that we edit and change ourselves that are related to the project. 'Work documents' in my case are: Infrastructure designs that we receive, in all formats Microsoft Project worksheets Visio diagrams Excel financial sheets Network schema's All in the most commonly used formats: Word, Excel, PowerPoint,
Mail fetch stopped regularly
Hi Recently i have noticed that mail fetching status started stop automatically. Do you have any idea what cause this issue? Please reply.. Many thanks prageeth
Unable to enable login to requesters
When we check the enable login for users. We are receiving an error while saving the requester details. If we make any other changes to the user it will save the record. We are supposed to have unlimited users for our account so we are not sure why this is happening. Thank You, Mary Radi Hegira Programs, Inc.
"error when enable login to requesters".
When we check the box to Enable Login to Requester and do a save we receive the following message: "error when enable login to requesters". If we make any other changes to the user and do a save that works fine. We just cannot add them as requester's.
Service Disruptions - having troubles and you?
Service Disruptions - having troubles and you? are they any kind of trouble to access OnDemand-Service Desk (online)??
System not email requester when a ticket is udpated
I have gone into Setup > Automation > Notifications and checked the "Acknowledge Requester by Email when the request is updated" but the requester does not receive an email? I sent an email to the system and it automatically created an incident, and emailed me back stating that a ticket was created. I then assigned the ticket to myself, and received an email that the ticket was assigned to a technician, then I added a note to which the requester can see, I have changed the Priority, changed the level,
No Agents for OnDemand?
I seem to fail at finding the option to create agents to be installed on workstations, an option that is available on Service Desk Plus. I tried the Probe and to be honest its horrible, it fails to find computers that are in the same IP Range, even my second computer on my desk is not being discovered by the Probe and in such it is an unreliable tool.
Tasks & Templates & Incidents....?
Howdy, I'm having trouble understanding how Tasks and Task Templates work. Here's what I would like to do, but I just don't know if this is possible: I would like to create some Tasks for things like New Employee Setups. These tasks would be things like Create an AD account, Assign a phone extension, Deploy a Laptop, etc I was hoping I could create a Task Template or Task Group that would contain all the tasks that go together. Then, when a ticket comes in that we hired a new person, I would somehow
Chrome Notifications Popups
Chrome notifications for new incidents would be very useful and helpful. How hard would this be to implement?
Does ServiceDesk Plus On-Demand Probes Support Windows 10 / Server 1012?
Does ServiceDesk Plus On-Demand Probes Support Windows 10 / Server 1012? We see that it support Windows XP/7/Vista and Server 2003 and 2008/R2, but doe it support Windows 10 and Windows Server 2012 STD/R2? This is mainly with regard to installing and operating the Probes for data collection.
In our dashboard resolved tickets dont show up in the home dashboard and in reports of completed requests
Hi In our organization when we finish a ticket we RESOLVE it and we dont CLOSE it, we only CLOSE when there is nothing we can do about it. In the settings the status resolved is in the completed section in the statuses tab, yet when we resolve tickets they dont show up as completed and only the closed ones show up. Thank you
Description on Report
Hello, I am trying to customize a report for me, but I cannot find column description in the list provided. Attach is a screenshot of the first step in custom report creation. Please update.
Technicanis should only have access to specific views
Hi We have an IT department and now the DevOps want to use the helpdesk system as well. 1) is there any way to split the tickets that if its a Dev issue then it should go into a different view and IT shouldnt see it (should be split from IT tickets) 2) and when the Devs login to the system they should only see their tickets and not the IT tickets? Thank you
SLA attach to incident
Actually, I have created a few SLAs with response time due. How can I associate an SLA to an incident? Do I need specific privilege or any other alternative? The reason behind to have an automatic reminder/notification for the technician to know the duration for resolving the issue. Awaiting your reply. Thank you.
How long does the free website managedesk on demand plus keep reporting information?
Thx In Advance Nico
Import Data
Can I have a sample of how to import data? I am unable to distinguish how to name the field name in my xls or csv. Can I also know the character encoding? Awaiting your reply.
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