Questions About SDP On Demand
Hello team, Hope you all are having a great day. In regards of the solution SDP Professional on demand, I have some questions I hope you can all help resolve. 1. Is the monthly subscription available for 12 technicians? Or the only slab available after 10 technicians is buying the 20 technicians slab? 2. Is the customer wishes to buy the remote control add on, is the concurrent price ($29) for the total amount of nodes? or should the customer purchase individual add on license per node? 3. I have
Issue about API to create request
hi. I am trying create a script to create request using API. After some hours trying developer this script, I get success to connect token and send a http post, but I am receiving this return: <operation name="ADD_REQUEST"> <result> <status>Failed</status> <message>POST_ONLY_URL</message> <error_code>4001</error_code> </result> </operation> This is my http request code: https://sdpondemand.manageengine.com/api/request?authtoken=9f8aa34fb5f647d1e9dcbcb015192f63&Scope=sdpodapi&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<?xml
Creating a new request using API with add_request
hi.. I am trying configure our monitoring system to create request automatically, so I configure a bash script in Linux to do this. In this script I wrote: curl --user <userlogin>:<userpassword> https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi This part is working fine. My problem is related with second part: Wagners-MacBook-Pro:~ wagnerpinheiro$ curl -d "OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER: Monitoramento Zabbix,SUBJECT: [Notificação Automática
My pending approval madness with multiple approver
Hi! We have multiple Approver for our tickets and we encountered an issue with SDP OnDemand. We are fully OK, if ONE of our Approver gives his approval, but the problem is, that the ticket still shows up in the "My pending approvals" Icon because the other Approvers didn't approved it, because it is not necessary. Because of this, this icon became a major pain for them, because it shows many already approved tickets. Is it somehow possible to fix this issue? We found out, that they don't show up
Onelogin and SD plus OnDemand
I am trying to set up SD Plus OnDemand SAML to use Onelogin. Everytime i try and put the the login url, login url and certificate if always gives me an error stating invalid file. Any ideas.
Creating request using API with slash in description
Hi... I am trying create a request using API and curl. In description field, request will have slash "/" and it is possible have other like :, \ like "C:\ does not have space"" But, if I use special caracteres I get error to create request. curl -d "scope=sdpodapi&authtoken=afa32af4d010a910ed524526d99d8b99&OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER:Monitoramento Zabbix, SUBJECT:Notificação Automática - DeployIT, REQUESTTEMPLATE:ZABBIX_NOTIFICACAO_AUTOMATICA, DESCRIPTION:C:\
Bulk Edit of Notes
Good Morning, I would love to see the addition of the "Notes" field to the Bulk Edit screen. We have many cases that, at times, need to be updated with the same information that alerts users to delays. The delay, in most cases, is caused by the same set of circumstances so a bulk addition of Notes, including the "Show this notes to Requester also" and the "E-mail the technician for notes addition" check-boxes, would be a welcomed addition. As it is now, we must access each case individually and paste
Ability to move a sub-category to a different category
How do you have move a sub category to a different category? It is grayed out and I can't change it in Helpdesk->Category.
Error when converting a technician to a requestor
What is the correct way to convert a technician to a requestor? I am getting an error message when I do that.
SOC Documents
We are evaluating both the on premise and hosted SDP solution. For the hosted solution, we would need to obtain the SAAE16 document. Please let me know what the process is to request this.
SDP Ondemand Cloud - mailsettings
Hello, We just activated our Servicedesk Plus on demand cloud (enterprise edition). I have a few questions about the setup of the software. First question, is there a user manual/setup guide for the in-production version of SDP cloud ? Second question, is it possible to push email requests to SDP instead of fetching email using pop connectors ? The actual way to get email requests would mean to open POP port 110 which we don't want to unless we IP addresses from Manage Engine. Basically, I don't
Mobile App settings
Is there a guide to setup the mobile app? I tried using the sdpondemand url and it doesn't work or does it not work with ondemand? Thanks.
Delete complete helpdesk Site?
I set up a test helpdesk site and logged in some users. I have now set up my "proper" helpdesk site I now want to delete the test site. Is this possible?
Ability to auto schedule reminders or add to calendar via Templates
It would be great if you can auto set reminders for specific templates. For instance we have a template for AV Setups and currently I have to manually create a Calendar item in outlook each time I take ownership of a ticket so I have a reminder to set these up. If there is another way to accomplish this please let me know. thanks
Change Tag for the tickets
Hello, But default the ServiceDesk On Demand uses the tag ## on the tickets "Re: [Request ID :##$RequestId##]" What we need to do to change this tag for ** for example '"Re: [Request ID :**$RequestId**]" We already change all the reply templates and notifications, there's anything more that we need to do? -- Tainã Rodrigues
Variable for email signature
I need to add the technician e-mail signature in the request response template. How do I do that?
Expand Resource Functionality in Service Request
The resources in Service Requests are awesome. However, there are some additions that would make them even better by having the ability to: 1. Organize Resources where you have added multiple resources. If we add a new resource, we may want to move it ahead of existing resources. 2. Organize resource questions. Essentially the same as number one. In order to help with the flow of questions for users, it would be create to allow us to organize the questions just like you can in for tasks attached
SDP Online - Translations
Hello guys, 2 more really odd translations "Toegangspunten" should just be called "Access Points"; "Schakelaars" should just be called "Switches"; This is way more correct then the literal translations done here. In Dutch we call access points, just access points, and switches are just switches
Can't create report for archived incidents
Hi, I can't find the option/link/menu to create a report using archived incidents. I looked everywhere. Is that a functionality on this version of Service Desk? Thanks, Pierre-Luc
Screenshot capture tool on Self Service Portal
Please consider implementing a screenshot capture tool on the Self Service Portal. I see this was recently added for submitting tickets to you all it would be great if we had the same feature.
Unable to assign department to a new user
Hi, I have created a new site and a new department. When creating a new user, I am able to select the newly created site. But when I do that I am no longer able to select the new department I just created. It appears I can either assign site or department but not both. Can you please let me know how to assign a department to a site and then ultimately both to a user? Thanks Vinay
SDP OnDemand API problem: attachment successfully added mut missing from Request
Hello, I'm using the REST web service API of ServiceDesk Plus OnDemand to create requests. I also use the API to upload attachments after the request is created. My problem is that even though I receive a success message stating that the attachment was successfully created, it does not appear when I view the request. URL: https://XXX.sdpondemand.manageengine.com/api/json/request/25/attach?authtoken=4dbc3150d5b4b3595d9cc4f0a47d5d3c&scope=sdpodapi&OPERATION_NAME=ADD_ATTACHMENT HTTP header field: Name:
Help with Asset Import CSV - Format for date column
I've imported several workstations and printers from our old inventory management software. Everything appears to come over, except any dates (ie. Acquisition Date, Warranty Expiry Date). I selected the columns for these dates in the drop down prior to import, but they still show as blank. Is there a specific format this needs to be in? Currently this is the format I have: Product Type Asset Name Product Name Asset Serial No Acquisition Date Warranty Expiry Date Printer Printer A WorkCentre 1234
Create Business Rule with a match on Group
I need to create a business rule that matches on Group and on Request Type. However "Group" is not available as a selection, can this be modified so I can use group? Without it we end up capturing groups we do not want the business rule to apply to. Thank you, Erick Grimmer
2 email per requster
a lot of my requsters have more then one email and i would to combine them to one so i see all there assets and tickets in one place
Discarding Duplicated Requests
Hello, All, We can make a business rule or in other place, a rule to discard duplicated request? For Exemple: In mai, 01 was opened the request, for requester MAN01: Category : A Sub-Category : A1 Item: AA1 Status: OPEN In Apr, 01 was opened the same request, for requester MAN01: Category : A Sub-Category : A1 Item: AA1 Status: OPEN Service Desk On Demand, can recognize that is the same request, and replace de status for "CLOSE-DUPLICATED". Any ideas? ty, Regards, Roland
Winmail.dat as an attachment
Hello, From some time all requests with attachments are shown in ManageEngine with winmail.dat instead of real files. I read already few topics here - not found a root cause. Using GMAIL email account to receive emails. Regards, Mariusz
SDP Online - Access Points being IT-assets?
Hey guys, Scratching my head here. I noticed that Access Points are being regarded as IT assets... Is this correct? In our opinion, they should be classified as IT components instead of IT assets. I have more then 400 access points (and growing) connected to wifi controllers. Not to mention the licensing impact this has on SDP online if someone classifies AP's as such. Or am i wrong here?
since update the notes section is not good
Hi Thanks for the update but since the update there are some issues with the notes section, 1) when you open a note the cursor was already in the notes box so you can type right away but now its not anymore 2) when you type multiple paragraphs then the size of the font changes 3) (not important) the nice yellow background is not there anymore Thanks
New topic can not be created.
New topic can not be created was to remove all of the topics. Do you know the Solution?
SDP Online - Wrong translation
Guys, The Dutch translation on SDP Online is wrong on a crucial part. "Kopiëren" actually means: "Copy". The button should be called "Pick up" however, because that is what it does :) "Pick up" in Dutch is "Opnemen"
Performance Problem
We are, at this moment, experiencing extreme performance problems with the OnDemand product. All other Internet navigation appears to be fine so I have to assume the problem is on ManageEngine's side. Can anyone confirm or deny this? Thanks, Tom
Evaluating SDP Online - Questions
Guys, We are evaluating SDP online for numerous reasons. We have a few questions and a simple request: The 'free' version is really free? I mean: suppose i implement 5 technicians. Over time this surely will generate some storage on you side, not to mention the resources needed to keep this online all the time, etc... I'd rather pay for it, even for the free version We do not need Project Management nor do we need Asset Management. What we could use though, is contract management. We are however
Email filtering by attachment size
We have voicemails sent in by email as an attachment Around 20-30% of the incoming voicemails are actually empty - and of course we would like to remove this as a burden of administration by dropping or auto-closing these emails. I propose an option in the spam filter for attachment size (which would be used in combination with the sender/subject) Alternatively a field you can use in business rules of 'Total attachments size' (given that it can apply to all tickets, and it would be hard to list details
Custom Fields not populating with default value
I have an additional field defined as type pick list with values Yes or No. The default value defined is "No" however when new incidents are created they are not receiving the default value, they are blank. Do I have to make the field mandatory on the template/form for it to populate a default value? That is the only thing I can think of, we were hoping to not make it mandatory as some of our group needs to use this field and others will not but we always wanted new incidents to be created with a
Both First Reponse and SLA Violated
What does it mean when "Both First Reponse and SLA Violated"
Importing csv ?
I created a CSV from our google apps list and tried to import it in sdpondemand and get a File format mismatch error. I assume there is a certain syntax/formating for the CSV ? where would i find this ?
Add CC After Ticket is Created
Hello, Is it possible for an end-user to add CC users on an e-mail reply after a ticket has been created? For example, a user creates a ticket in the web application and then later replies in their e-mail application to an email from the technician. If the user adds CC addresses, is it possible to make those addresses flow into the "e-mail IDs to notify" field in the existing ticket?
SDP Online - Changing topics in solutions
Guys, How can we change the topics in solutions to customize then according to our own topics:
View tickets CC'd on
Is there a way to allow users who were Carbon copied on tickets to be able to view those tickets? Also, is it possible to allow Regions to be another security level above sites? So that multiple sites can be added to a region and then assign the Region to a user so that the user can see all tickets assigned to that Region? Right now, Region doesn't seem to do anything.
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