Feature comparison between SDP OnDemand with Normal SDP (Hosted at customer site)
Hi, Would like to explore this option as we (Malaysia ME Distributor) have some prospect really interested to subscribe this cloud Service Desk. We would like to know the SDP build number currently used for SDP On-Demand. Also, assuming SDP launch the major service-pack/hotfix, how long the On Demand based SDP to catch up? Please let us know. Thanks.
Assets - additional fields visibility
Guys, Don't get me wrong, i love all the new announced functionality and additions... some are more needed then others... but i think the CMDB needs a bit more love. If i add a additional field for assets, it is visible for ALL assets. Let me give a practical example. I'm adding a new product type: SIM card, and set it as 'component' - 'non-it' Next i add a few new fields to assets: SSN, PIN, PUK, EAN codes Let's assume i have a few more components added, set as non-it: Creditcard terminals, labelprinters
PO name already in use
Guys, I'm intensely using PO's. When creating a new PO, i cannot use the same PO name: this is illogical. The Order No is unique, that's fine. But the PO name being unique is somewhat awkward. I have literally a few hundred PO's... so this becomes a real pain to me. I do not like to have to think thru the naming I use when creating new PO's. An example: i want to create a PO for phone costs (as consumable) every month for my sites: so i name them 'sitename - phone costs'. I can see on the date
Alerts for change approval actions
We have a change manager role within our organisation who is responsible for sending approvals for changes to relevant people. When these people approve the change the notification is sent only to the technician. Please can you add the ability to notify other users/groups when approval is received on a change, or even better when all approvals requested have been received
Disabling worklog on resolution template
Hi, 1. How can I disable worklog on resolution templates? 2. What features in reporting do I lose if I disable worklog? Thanks Vinay
Multi departmental -- Solutions
Hello ME, Is it possible to have one solutions db that can be seen between portals under one organization? Please advise. Regards, Era
Templates for Status change Reasons
Allow us to create templates for Reasons under the Request Status Scheduler. This would save technicians time if we could have canned reasons available from a pick list when we change the status.
Daily email alert notification - how to resolve/disable
Every day, the technicians in our ServiceDesk get about 25 emails that all have the exact same message. I'm wondering how to either resolve whatever is triggering the alert, or disable this alert. Entire message pasted below: From: Helpdesk <helpdesk@***.com> Date: Monday, July 25, 2016 at 8:08 AM To: *** Subject: SDP Notification: Warning : Mail fetching Dear Technician Product Name ManageEngine ServiceDesk Plus On-Demand Build No. 1606 System Error Notification Dynamic User addition i.e. Add
ServiceDesk Plus OnDemand latest release "Request Assessment" & Enhancements
Dear Users, ServiceDesk Plus OnDemand made a release including "Request Assessment" feature and enhancements on July 30th 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 next immediate pipeline are : Project enhancements Project Template Support for Additional Fields Import Microsoft Projects Project task time sheet reports Default Reports for Projects Advanced Search options (include conversations,notes,full
Reply email did not show in the conversation
Dear Support , When requester reply email from their outlook , it didn't shown on the conversation . but If requester reply it form the web it's shown on the conversation Could you suggest me please .
Windows Phone 10 Application Error
I have downloaded the Windows phone 10 application and added our server. I click on save, the app then takes me to the next screen which is the username and password. At the bottom of the application I receive an error "net_servererror, 404, Not Found". Is this application intended for the ServiceDesk on-demand or the on-premise?
Time Elapsed and Time Spent
Dear Users, We got quite a number of suggestions and feedback's regarding the usage of "Time Elapsed and Time Spent" in the Request & Reports modules of ServiceDesk Plus OnDemand. Although the two words sound similar, both are different though and we have taken up changes in its naming conventions. Hope you are all aware of our next release is going to be on Request Assessment Details - Request Tab(Time Elapsed Analysis) and Report Metrics as detailed in : https://forums.manageengine.com/topic/what-s-coming-up-next-in-servicedesk-plus-ondemand
Multiple organizations
Hello ME, Would just like to ask if it's possible for one zoho user to be technician in multiple organizations/multiple instances? Using the same email. Thanks! Regards, Era
Business Rule Based on Technician
I would like to have a business rule based on a techncian. Is that possible? I don't see "Technician" in the list of options to define business rule criteria.I apologize in advance if I have already posed this question via email. Thank You
API - UnAssign
Hi, How can I unassign for example a subCategory,group,Technician from a request using the API Sending in an Empty string seem not to unassign so possibly you might same me some time :) Best regards, Valdi Hafdal URL : http://www.vlink.is V-Support for Support Center http://www.vlink.is/scp V-Technician for Service Desk http://www.vlink.is/sdp
Firewall blocking scan
My latest desktop agent for our AV/Endpoint Protection is blocking the Probe from scanning our assets. What ports are required to be open in order for the scan to work? Thanks, Liam
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?
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