View my own open requests as a technician
As a technician if I select View My Open Requests it shows all open requests assigned to me - fair enough. However, what if I as the technician have open requests - I am the requester. Granted I can do a search on all Open Requests and just search on my name, but is there an option in the drop down menu for this instead, for us as technicians? Nothing is jumping out at me, but that's happened before where I've over looked something simple. As always, thanks for the help.
Notificaction Error
Hello, Do this steps and you can see the error. Go to Setup-> Notification Rules -> E-mail technician when note attached to a Request click in "Customize template" In the Message, insert: Request: $RequesterName (This show the technical name) Technical: $Technician (This don't show anything) Status: $Status - (This don't show anything) 4. Check the mail sent by the rule. I hope the correction is considered in the next update. Thanks.
Can an asset be associated with a purchase order?
Can an asset be associated with a purchase order in ServiceDesk Plus? I can't find a way to do it.
Email Command Parsing: "Due Date" fieldname?
Hello All! I'd like to use email commands to set the due date of a ticket. It would look something like this: @@REQUESTTYPE=Incident@@ @@OPERATION=AddRequest@@ @@DUEDATE=dd MMM yyyy, HH:MM:SS@@ {then some more fields...} What I am looking for is the correct word/fieldname to replaced the underlined text. (I don't think it is called "DUEDATE"). I couldn't find the right word; I've looked at the email command section of the Mail Server Settings page and have looked at other questions in the forum as
SDPOndemand - Looking forwards
Hello guys, Is there any progression being made in SDPOndemand in terms of future development? Since 06/2016 things have been eerily quiet. There have been enhancements and improvements, but these are rather minor in comparison with the progression SDP on-premises has made in the same timeframe. Instead of some minor enhancements (datetime changes, project templates additional fields for templates, dashboard cust, credential library, ... not saying these changes were not needed... but...) i would
Requester Notifications - Ack. new request Question
I have "Acknowledge Requester by Email when a new request is received" enabled. Which is perfect for when we create a request. However, when I complete the request while they are on the phone or via email (FCR) and mark the call immediately closed, I'd rather they didn't get an email at this time. I think they should only get a ticket if the request stays open. Is there a way to change this?
Ability to edit Reply Template Subject & Send of email in a reply
I've been editing some of our replies. I've noticed that the RE: with request ID ## show up in the reply line. I'd like to edit this but according to the attached screen shot, it has been prefixed to the reply template subject. Where can I edit this? I created a new template, and when that one is selected it overwrites that, but I can't get it to remove from the default template. Also - can I change who the sender is of the email? I'd rather it show coming from the assigned technician, not the
Mcafee SIEM integration with On-Demand service desk plus
Hi Team, We would like to integrate our SIEM solution with On-Demand service desk plus, which will auto create tickets. Does this solution support it , If yes can I get the guide please.
Office 365 shared mailbox not working - SMTP
Dear Team, We recently migrated to Office365 and I configured SDPOnDemand mail settings for a "Shared Mailbox" as recommended in previous topics with no avail. I created receive connector with all the SDPOnDemand IP Addresses and yet not working. After alot of troubleshooting, I switched the mailbox into a regular mailbox and it worked. Regular mailbox requires a license while a shared mailbox doesn't, so can you please let us know how to make the settings work for a shared mailbox. We have other
SDP On Demand - Worklog Types
Hi all, Is there a way currently to create Worklog Types when entering worklogs? This would be helpful to drive certain monthly reports that we require. Currently I am relying on beginning all worklogs with a specific text, but it would be helpful if worklog types are an option. Is this possible currently (and I may have missed it)? Thanks in advance. Regards, Brent
Auto Assign
When tickets are created from our home page "Create Incident" I only allow requesters to enter in a Subject and Description. Because of this the Category is set to Not Assigned. I'd like to create a rule based on this "Not Assigned" to assign the request to a group. Is there a way to do this?
What's New in SDP Site - not up to date?
I noticed that the What's New in SDP site went back to March 2's updates yesterday and no longer shows the updates made to the Dashboard and the more recent updates in May. Did something change or was anything backed out? https://www.manageengine.com/products/service-desk/whats-new.html Just wondering.
Integrate SDP on Demand with Jira
Hi We have SDP on demand and we need to integrate SDP with Jira, but there is a chance that I can configure the SDP on demand like SDP on premise installation? or there is a hidden portal that I can use to do that? or there is a place that I can upload our developed integration files to the SDP on demand?. Thanks in advance. Best Regards Fernando Reyes R.
Any way to brand ServiceDesk Plus Cloud with Standard Edition?
We are using the free Standard Edition of ServiceDesk Plus Cloud and would like to add our logo or at least our company name to the end-user portal. Is there any way to do this with the Standard Edition of the Cloud? Thanks!
How can we integrate site24x7 with SDP
Hi All, We are tying to create a ticket in SDPondemand for the alarms in site24x7?? Do we have any options?? If yes how can we do this?? Thanks in advance
Using Related Fields on Forms
Is there a way (in either the Incident or Service Category templates for me to create linked fields. As an example, think about Categories. If I select PC, I have certain linked Sub-Categories. I'd like to create some fields in our Service Category (Service Requests) templates. If a person selects a PC type, I'd like to link two fields together. Say a person has a drop down list with: New Laptop, Old Laptop, inventory. If they pick Old Laptop, I want a certain list to show up of model. Same
OnDemand Scans and Bit Locker
Will loading Bit Locker on our PCs have any affect on our daily scans that we run? Not sure, but figured it was worth running by you guys. Thank you, Josh
Service Catalog - SDP - On Demand
Is the Service Catalog available in Service Desk Plus OnDemand? I don't see it as an option and am thinking it's only available within the On Premise version? Can you please clarify this? I've checked under Self-Service Portal and am not seeing anything listed there either. Thank you, Josh
Solutions - Creating Link to Local Share
I'm starting to create our solutions and would like to create a link to a local share. There are files I need them to run if they select this solution. Normally I can use file://server/folder to do this from within Internet Explorer. However, when creating link within the solution it automatically appends the http:// that I don't want in there. Is there any way around this?
Cannot add software
Guys, I'm trying to add a new software license - in this case a "Office 365" license. I made a software item "Microsoft Office 365" first (manual), against which i would need to add various licenses. As you know Microsoft has various licenses: Office 365 ProPlus, Office 365 Enterprise E1, Office 365 Enterprise E3, Office 365 Enterprise E5, etc... So i add a new software product and change the product name to reflect the type of license i'm buying - but i can't - this is the error: (if i don't change
SSL For OnDemand SDP
Is there documentation on how to add a wildcard cert to our instance to eliminate the SSL warnings?
Does OnDemand-Service Desk Plus integrate with Outlook 365 ?
We currently have Outlook365 and are wanting to purchase OnDemand-SDP but want to make sure OnDemand-SDP integrates with Outlook365. Thanks! Jim
Does Service Desk Plus OnDemand (cloud) integration with Office 365
I see documentation about On-Premise settings for Outlook 365, but just want to make sure OnDemand supports Office 365. And if so, can you point me to the documentation? Thanks in advance.
Change templates for SD OnDemand
We have a number of changes which are recurring (eg. Monthly patching) Is it possible to have change templates added to the future feature list?
Category/Sub-Category/Item - Tied to Request or Incident
I'm testing your product... Is there a way to tie specific items to either a Request or Incident so that the list of categories/sub-categories/items displayed are filtered based on the ticket being a request or incident? Thanks
How to use Import from Zoho Business if our domain not Public?
Hi Everyone, We want to import users using Provisioning Apps, but our domain are not public, are there any other ways to import users into Zoho Business? Regards, Gunawan
Provisioning App: API102:Error occured
Hi, I am trying to import users using the provisioning app. Some users have been imported successfully however I am now getting the error below: Has anyone else seen this before? I have a lot of users to import asap so would be keen to get this resolved. Thanks, Catherine
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
Survey Report queries
Hi Can someone please provide me the answer to questions below in survey report for SDPonDemand? 1. On setup scoring -- why does No answer = 3 and Yes answer was 2? My satisfaction levels indicated Level 1 for No while Level 2 for Yes 2. What's the basis of rating? How come there's lower than 100% when I only have 1 question in the survey? 3. How can customer's feedback reflect in survey results? Thanks much Lady
For Service Desk Plus OnDemand making the resolution response firs
Is there a way to order how the requester sees the responses back from a request? We would like them to see the resolution first so they do not have to scroll through all of the pages to find it.
Problem with characters in subject
Hi, We're trying to integrate SDP with our customer helpdesk system. Their system need to receieve the e-mails with ID between characters >> <<, for example: Res: request reply >>43294<< My problem is that when I reply a request from SDP with >> and << in subject, the e-mail is sent without subject, even when checking in a regular e-mail client. I sent an email with this subject: "Re: [Request ID :##45989##] - [0800net] Notificação de abertura do chamado >>5292135<< Teste" In my mailbox, the subject
Incident templates - Everyone can see them?
Maybe you have some suggestions. What's the best solution to limiting what site technicians can see what Incident templates? Right now any Technician can view any Incident template. There are permissions for Technicians. but does not limit access to specific Incident Templates. Incident Templates are not even secured by site. Securing by site might solve my problem. So does anyone have a workaround? thanks in advance. -Damian
"Backup Tech Chart" location in the new ServiceDesk on Demand
I would like to know where can I find "Backup Tech Chart" in ServiceDesk on Demand (cloud version). It is available in the old version (9.3 Build 9306), but I couldn't find it in the same location on the new ServiceDesk on Demand . Do I have to activate a specific setting or it's not there anymore?
How to Create Notification Rule Based on Due Date
Dear Friends, Could you please help me, how to create a notification rule based on due date. As per our requirement, we cant use SLAs as each ticket having its own due date. basically, I should able to notify the technician by email and sms before due date and manager after due date Regards, Satish
Does SDP On Demand include Request Dependency?
I am in love with the Request Dependency feature in ServiceDesk Plus, but I am unable to find that function in SDP On Demand. Is that feature planned for implementation? Jordan
Chat Technicians
Hello, How can I remove admin user from being Live chat support rep? Thanks in advance.
Creating a custom notification
I'm looking for a way to create an email notification when the following happens: 5 separate tickets are generated for a given "Site" within a 30 day period. Would there currently be any way of doing this?
Service Ticket Follow-up
When a service ticket is opened by emailing support (sdp-ondemand-support@manageengine.com) is there a way to view the ticket status? We are normally sent a ticket number, so just wondering what the method was to see the status without always sending emails. Thank you.
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
Dashboard report
This may have been already asked, but I need to be able to recreate the Helpdesk Dashboard but be able to add more information to it. I have been asked to add a date range and number of closed tickets to teh dashboard. I need to have Technician, open tickets, on hold tickets, overdue tickets, closed tickets, and Sunday to Sunday date range with the option to change.
Next Page