enable automatic status update when technican gets assigned
Hi Alot of times actually all the time when a tech gets assigned to a ticket the tech has to manually update the status. Can there be an option in the business rules that when a tech gets assigned that the status gets automatically changed to assigned or other custom status? Thanks!
"Scan this system" in Internet Explorer
I think I found out that that when one accesses ServiceDesk Plus OnDemand using Internet Explorer one can choose to "Scan this system." I'm assuming this is similar to the probe scan to get Asset information uploaded into the system. "Scan this sytem" appears to use an extension/add-on within Internet Explorer, which would be great as it doesn't require a lot of configuration on the workstations part. I like this as we are a small shop. While I have been able to use a probe and have changed the workstations'
Query report based on "On Hold Reason/Comments"
Hello SDP Team Can you help me with a query report to obtain all the comments from all request when that were changed to "On Hold" status. Thanks in advance Regards
Notification Rules for Requests
Greetings, Is there a way to notify technicians based on request priority? Now, technicians are notified by email for all new requests. It would be very helpful to us if, instead, we could have ManageEngine send a text message to all technicians when a new request is submitted at "Urgent" priority. I realize that we can have technicians notified by text whenever a new request is created; that is not what we want. We'd like our normal email notifications to continue for all requests other than urgent
Report - Time Taken to Resolve
Hi there. I'm trying to create a report that provides counts of tickets resolved within "bands" of time. Eg. Count of requests resolved within 1 hour Count of requests resolved within 6 hours Count of requests resolved within 1 day Count of requests resolved within 2 days Count of requests resolved within 1 week Count of requests resolved > 1 week It's a pretty standard Help Desk report, but I can't figure out how to make it with the tools available. Can anyone tell me how to do this? Cheers, Sean
Allow Requester To Enable/Disable Predefined Tasks
Is it possible to give requesters the ability to view (and check/uncheck) associated tasks that are associated with any given Incident Template (the same way that technicians are able to)? The idea is something like this: A New Employee request could have two additional tasks associated with it: 1. Email account required 2. POS account required. Depending on the user case, the requester would have the ability to check either (or both) of those tasks, which on submission, these would be routed to
Resubmit an approval after it was rejected
Hi We have that we send IT approvals to our supervisor and sometime due to lack of information he will deny the request, After we go talk to him verbally then he says we can go ahead but on the request its still Denied. Is there any way that we can submit an approval again after it was denied so we can have the process come up as approved? Thanks as always
Enable notification if another Tech is working/viewing on the same ticket
Hi We have a triage team that filters out tickets and assign the tickets accordingly, The problem they have no idea that someone else might be looking at the same ticket and there will be multiple assignments because the team didnt know that the other tech assigned it already, and they are always calling the other techs to see if they are in the ticket, Is there any way to have like a pop-up notification or something else that will notify the tech currently trying to access the ticket that someone
MangeEngine : ServiceDesk Plus backup and restore method
Hi Support team, Due to my managers wanna ensure that we can give helpdesk service to our client smoothly. so, Could you please provide the information about backup and restore method when we encounter to system fail or something make the system need to restore back. we need to know how can we confident to get the system back to normal in case main system of ServiceDesk Plus happen something wrong. Company : Sritranggroup (STA) my email : noppadolb@sritranggroup.com Best
Error while saving the Filter Rules Details
Is there a limit to the number of spam filters an account is allowed to have? I keep getting a Error while saving the Filter Rules Details message when attempting to add more filters.
Additional Fields for Sites
We would like to set a 'Support Expiry Date' field for each site we support and be able to report on this - e.g. each month run a report 'Sites expiring this month'. You can't add additional fields to Site in the standard (free) On Demand, but does this functionality exist in the Professional or Enterprise versions?
Version 9 in SDP Ondemand
Hi SDP on demand is currently in version 8, do you have a date for the upgrade to version 9? Thanks Omar
SAML Support for Windows Server 2012
Any chance of supporting 2012 AD? I know I can use a third party product, but I was hoping to be able to use the built in capabilities of 2012.
Recent Service Disruptions
We have been facing an on-and-off surge in network traffic that is causing these service disruptions. It is a denial of service attack, and we are working with our service providers to mitigate it. As we work through these, we are also putting in place stronger measures so that we can withstand serious attacks in future. We sincerely apologize for these service disruptions. Our own business relies on Zoho and ManageEngine so we know how painful these disruptions can be. We want to assure you that
Fowarding a Request
Hi Is there any way when i foward a request to another technican that that part of the conversation should be hidden from the requester. And if not, which part of the conversations will be hidden so i can send email to other technicans without the user seeing the emails? Thank you guy as always!
Editing Service Request to another Service Request
Hi For our organization we have only use Service Request either for troubleshooting and/or separate for purchasing equipment and they both have their own custom fields. The issue is that when we are troubleshooting lets say a printer and lets say we have to replace that printer, we cant change the service request from troubleshooting to a purchasing, so is there any way to edit and change the service request once it is open? Thank you
Android App - Service Desk Hosted Solution
My company subscribes to the hosted service desk solution. My question is does the hosted solution allow users to also use the iOS or Android mobile applications for service desk plus? I've tried to login to the application and I cannot gain access. I know you offer a localized version of service desk and I'm wondering if that's the only way to gain access to Service Desk via the mobile application? Thank you, Erick
Solutions page
Is it possible in SDP on-demand to make the solutions page public? As in a user could view the page without logging into the self service portal?
Customize the Incident Template - Future Edits?
I must be missing something, but when I go in and edit the default incident template, I've added some new fields. One of those fields is a list, so I put in a few items on that list when I initially setup up the new field box. All that worked great. However, now I want to change/edit the list of items and add and/or take some options away. I'm not seeing a way to edit the new field box I put into the template. What am I missing?
iPhone App Error
Hi I am trying to setup the iPhone app to use with the free version of On-demand ServiceDesk Plus. When trying to login I just get "Error". I have verified our domain. Any other steps needed to get this working? Thanks
SAML ADFS with windows 2012
Hi I want to configure SAML external authentication for SDP OnDemand with windows 2012 Do you have certified the process for ADFS 2.1 or ADFS 3.0
Sites do not show up in the Available Sites box.
I'm trying to assign a technician to a specific site. The available site box is empty. In the Associate site, it has "Not in any site". Is this a restiction with SDP On-Demand or is at a different issue? I have created multiple sites.
Creating Reports on Assets and Users
How can I create reports based on Assets and Users to show their associations or relationships? For example, I'd like to identify which Users have assigned workstation and monitor assets? Thanks in advance.
Different Portal for different sites
Hi Our company has facilities in countries with different languages and different technician groups. It is possible to configure different Portal for different sites pointing to the specific sites Forms? Thank you Julio
Only Category on specific Site
How can i create a Category/Sub Category/Item that is only for a specific site? I setup multiple site but we only want the requester to see these specific categories when they open an incident. thanks.
Creating Category specific to a Site
How can i create a Category/Sub Category/Item that is only for a specific site? I setup multiple site but we only want the requester to see these specific categories when they open an incident. thanks.
ServiceDesk Plus Ondemand and the iPhone App
Does the iphone app support logging into the Servicedesk Plus hosted solution?
Requesters Column Chooser does not show the Requester Additional Fields
When a Requester is selected in a New Incident, the Column Chooser in table setting window of Select Requester window does not show the Requester Additional Fields. This funcionality is available for asset management, and Contract management but not for Requesters. The Requester search utility is not available por Technician Role, except to admin role. I request to be available this funcionality for all technician role. There is a work around to fix these issues? Regards, Javier
Incoming group email not working
Hi there, I've setup a new group with a group incoming email address which I've aliased to our main incoming email address. When I send a mail to that address it hits the service desk but doesn't assign the group. Is there something I'm obvious I'm missing or could there be an issue? Many thanks Michael
enable Service Requests from APP and mobile website
Hi In our origination we have disabled the use of Incidents and only use Service Request (for the associate to PO feature). When users go via the mobile website and the APP they are only opening incidents instead of service requests and we have to change each one manually to convert it to a service request. Is there any way you guys can implement Service Requests on the mobile side? Thanks as always!!
CMDB/ Project Modules On-Demand - New UI 6
Will CMDB and Project modules be added to the On-Demand version soon? Is it planned? Also is the new UI 6 scheduled to be deployed to the On-Demand as well at the same time it is for the On-Premise?
Add a notification rule to alert a manager when ticket is assigned to his team
Please consider this feature request. Thanks you!
Self service portal - change and problem information
When a requestor creates a request that a technician attachs to a change or problem it is not visible for the requestor in the self service portal (for example a new feature request or an incident that cannon be solved instantly but is a problem). What is in this case the working method of Manage Engine?. I would expect that a requester can see the problem/change information he relates to via his requests in the self service portal? Maybe I'm missing something, who knows? Which status do you giva
Dissociate
I setup a test work order system for on-demand use and I'm trying to spin up a newer production one. However, when I invite some of my techs from the test system it says I need to dissociate from the first organization. However, I've already gone inside and deleted them from my tech list. How can I dissociate these few guys so they can accept the invitation to another help desk system?
Edit Replies
Hi, It appears to me that an original post can be edited, but replies can't. If that is incorrect, please respond with instructions on how to edit a reply. On the other hand, if I'm right and replies cannot be modified once you click the "Send" button; I'd like to suggest that as an idea. It would be helpful to me if I could go back to modify a reply (usually to add something I forgot or to correct a typo) after it's been sent. Can that be added? Thanks, Tom Preston
PROVISION APP ON DEMAND LDAP Problem
Hi, I am trying to setup SD+ on demand and I am stuck on the LDAP screen in the provisioning app my domain is verified as a .co.uk address but I think I am getting the details wrong as I keep getting an operational error, I know the username and password are correct and my DC address is correct so I can only assume its the Base DN that's wrong, I have CN=users,DC=company,DC=CO.UK is this ok ? Paddy
Purchase Order: Add Custom fields to emails
I propose that SDP include purchase order custom fields & “Cost Center / GL Code” fields in the emails produced by “Email the Owner” or “Email the Vendor” buttons.
Error while connecting to mail store
My SDOnDemand is giving the following error; Error while connecting to mail store: javax.mail.MessagingException; nested exception is: java.io.IOException Please can you assist
Showing time worker on requester side
Its possible to show on the client side ticket list the time worked on each ticket ?
Cant delete items from purchase order, Not printing correctly
Hi When the techs put in items in to Purchase Order form, then they dont have an option to delete the item if they put it there by mistake. Also when printing the Purchase Order the whole PO does not look like the print preview, and the name of company with the address collide (please let me know if you want to see a preview. Please advise. thank you
Next Page