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
Error while saving the requestor details"
We are having the same issue as outlined below. How can a free customer go about having this changed. Thanks Error while saving the requestor details" in OnDemand-Service Desk Plus • General • 13 Mar 2015 I am receiving this error whenever I try to "enable login to requestor[s]", or "enable login for this technician". I have deleted the person and re-added, and that works just fine. But still the same problem even after re-creating. 1 Reply Replies: (2) ServiceDesk Plus On-Demand SupportTeamEmployee
Disable automatic invite email to new requesters?
I am currently just testing this software out. I would like to create a bunch of requesters based on people in our organization, create a bunch of test work orders, and then try the various program options for handling those work orders. But apparently for every requester I create, it is emailing those people to join. I'm not ready to say "HERE WE ARE EVERYONE!!! JOIN US NOW!!!"
User Acknowledgement when incident is closed
Dear All, Our requesters need to acknowledge when his/her incident is closed. So far I am getting only a confirmation message to the technician whether the user has acknowledged or not. Whether the technician clicks yes or no, the incident can still be closed. Is it possible to force the requester to acknowledge the closure of an incident before same can be closed? That is a technician cannot close an incident unless the requester has acknowledged closure? Thank you. Kind Regards, MG
Migrate Requests from On Premise to On Demand
I've searched in the forums but can't find the steps to export on premise requests and import them into on demand. I'm just looking for the csv format that the file needs to be in - what columns etc. Any help would be great.
sdpondemand ADFS 3.0 SAML 2.0
Hello everyone, We have a trouble on one installation, we have configured according to the official documentation from Manage Engine, ADFS 3.0 with authentication protocol based on SAML 2.0, but users when launch a request to access the manage engine on demand site from the internet, the system does not reach the ADFS 3.0 on a windows 2012 server on the client domain, the authentication protocol used is SAML 3.0. From the intranet the manage engine site is reached with no problem. is it necessary
Asset Lists
It would be nice if there was a spot at the bottom of the lists for moving to the next page like there is at the top of the list. When we scroll down our list and find out that the asset we are looking for is not on that page, we have to scroll all the way back up to the top to go to the next page of the list. Thanks, Liam
Restrict Specific Fields from Requester View
Hi there. I am the ITSM Manager for a business that operates 200 restaurants across a couple franchises. I have been re-vamping the ticketing system in house and have moved us to the Cloud Based version of Service Desk. So far I am enjoying a lot of the features SD+ has to offer and am learning new things about the program daily. I had reached out to SD+ Support to ask this question and they answered back right away. I would like to see this feature built in to the program and believe it would
Provisioning App returning 500 Internal Server Error - API102: Error occured
The provisionning app 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 1770 more users to migrate so they may log in and send requests through via Web Portal. 197 were migrated successfully. Please tell me why we cannot import more then roughly 200 and please upgrade the limit to allow the additional users.
what
what's changed? got notice
convert site
Can the cloud site be converted to a local instance? Say a local install has a few additional features that will be helpful, but the cloud site is already configured, can everything be moved from cloud to local?
Is there any way of flagging requests for VIPs/Test users?
I was hoping to create a view of requests for each of these types so they can be tracked and highlighted as needed It would be nice if you could flag users for different classes and then have rules based on these (especially if you could create these flags based on AD group membership). But if there is anyway this could be done with the current setup I would be very happy
Cost Field Does Not Allow Decimal Point
Hello, I added the Cost field to a Service Request template but it does not allow any number with a decimal point. Please fix. Screenshot attached.
Scheduled Report - Advanced Filter
Hello all, I wish to create a scheduled report that fires every month that show calls that have not been actioned after 3 months. Currently I have: This wont work, as the date value is static but is there away to add a formula to the Last Updated Time value? I hope someone can help or suggest an alternative? Thanks for your time all. Chris :)
open a request when contract expires
Hi We have alot of contracts that expire and it sends a email to certain users. How can we make that when a contract is going to expire it should open a request and with this we would be able to add notes and attach PO to the request etc Thank you
Technician Variables in email notication template
Hi We would need that when requesters get email that the ticket has been assigned that we can put in more then just $Technician we would need $Technicanemail $technicianphone since we dont users to reply to the emails we want users to login to the portal. Please have this done ASAP thank you
New Technician - stuck in a loop on Zoho and SDP login
Guys, I've assigned a user the Technician Role, enabled login for him. He accepted the invitation that was sent out to his mailadres and somehow got caught up in the Zoho account pages. I subsequently went to disable his login, and enable it again, so he gets a new invitation: he doesn't get the invitation email. And when i try to get to sdpondemand.manageengine.com, we always get this page, and we cannot get past this. If we select "participate in your Servicedesk Plus Ondemand company account",
Important: Static IP Address for Mail Communication
Dear Users, ServiceDesk Plus On-Demand currently uses the following static IP addresses to send and receive mails: 74.201.84.80 74.201.152.59 74.201.154.214 165.254.168.201 We are expanding our infrastructure and will now be adding couple of more IP addresses. All customers who use their organization's mailbox to communicate with ServiceDesk Plus On-Demand through and who have configured their firewalls to allow access only to the 4 static IP address are requested to make the following changes
Planned maintenance of our US Data Center
Dear Customers, As a part of our annual infrastructure maintenance, we will be upgrading our US data center infrastructure from September 3rd 2016 to September 10th 2016. While we carry out this upgrade, SDP OnDemand service and all Zoho services will continue to be operational. We do not expect any major interruption and you should be able to continue using all services during this upgrade. We will update this forum post once the data center maintenance is complete. Meanwhile, in case you do experience
Project ID in the Requests listview
Guys, I've asked this quite a while ago, but i would have like to see the project ID visible in the Requests listview. Currently this is not possible: You have to go to the project to see related requests Or you have to open a ticket to see to what project it is related Two things: This is crucial to me, and i am working a few months without it now, working my way around it. And this is a huge problem for me and my colleagues. So currently i do not use the Projects module because of that issue.
ServiceDesk Plus on deman REST API with VB.Net
I'm trying to develop a small web application with VB .net ASP. I got authkey from link. But GetResponse always returns error 400 bad request. Can somebody suggest what's wrong with my code? strID is request ID. Dim sData As String Dim request As WebRequest = WebRequest.Create("http://sdpondemand.manageengine.com/api/json/request/" & strID) Dim myProxy As New WebProxy("xxxxxxx", 8080) myProxy.BypassProxyOnLocal = True request.Proxy = myProxy request.Method
Reduce the Change ID String
Hi, We've just started to use the change module in ServiceDesk Plus On'Demand. The automatically generated Change ID is very long and hasn't started in sequence, ie '882000002047899' Is there anyway that we can reduce the number of digits used in this ID, and also reset the counter? Thanks! Neil
New version
Guys, I've gotten notice that a new version was deployed of SDPOndemand. Probably What's New page has yet to be updated? With regards, Sven
ROHC (Robust Header Compression)
ROHC (Robust Header Compression)
Custom Query Report
I'd like to be able to create a custom query report against my Servicedesk plus on demand instance. Is that possible? I'm keen to query the Description (conversation) but its not a field that is exposed when using the report builder
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