User getting two emails when ticket is resolved
Hi When a tech resolves a request and changes the status to resolved for some reason the user is getting 2 emails. 1) the request has been resolved 2) the request has been updated The second email shouldnt be triggered and its really confusing our users. Please advise ASAP. Thank you
Manually close Purchase Orders before approvals etc
Hi We are currently in the proccess of importing all of our PO's from our old system into SDP-OD. We dont want to go through the whole proccess of approvals, recivieng etc.we just want to close the PO is there any way of doing it? Also if a tech creates a PO by mistake i dont want them to delete i would want them to put in a comment and then just close it. Thank you
Embed the Chat Portal not working
Regarding the embedded script for the Chat Portal. The following script does not seem to be working on our District Web site www.d401.k12.id.us 1. Is it the correct script? 2. Is that specfic way we need to embed it? <script type="text/javascript">var $zoho= $zoho || {livedesk:{values:{},ready:function(){}}};var d=document;s=d.createElement("script");s.type="text/javascript";s.defer=true;s.src="https://livedesk.zoho.com/support.sdplive40991364/float.ls?embedname=tcsd401";t=d.getElementsByTagName("head")[0];t.parentNode.insertBefore(s,t);</script>
Add a variable to Notification for extension
It will be useful to have the requester's extension in the email notification for technicians. Please consider.
SDOD creating Department Heads
I have created Departments to represent various buildings on campus. I am trying to assign Department Heads. The names of the Department Head is in the Requester list. However, when I try to assign a name to the Department the name list is blank. I type in the first few letters (I have even typed the entire name) and the list is coming up blank. How do I create Department Heads?
AD Sync with hosted ServiceDesk Plus
just turned on SAML and pretty solid however noticing a few things... one item is that the sync util they provide is meant to be manual and not automated and doesn't really update user data...is there a better option? such as LDAPS in or maybe FIM like scenerio?
Domain verification not working
Hi have tried to verify my domain (so I can use a friendly URL) uing both ways (cname and HTML) but neither of them work. aspencorporatehealth.com.au/zohoverify/verifyforzoho.html does exist - but verification fails Please help
Error with login
Hi We have AD Integration with single sign on (ADFS) and when I try to go to the service desk plus on demand URL for our company I get the following error (see attachment). Please assist ASAP.
Can i add estimate hours to the task?
Hello - I need to add estimated hours to the task. Is it possible to do that? Regards,
How to make report show comment wording as input while change become on hold status
Dear Sir We really like the feature input comment when technician change status become on hold or stop timer of incident. May I know that how to make the report can show that comment or have any field to select then show in the report? BR, Noppadol Bilsman
Location field in asset table
Workstations, printers and other assets have "Location" field that one can specify when entering new asset (workstation, printer, etc). However, this field is not available on asset list - column chooser does not have this field available to select. Please add field "Location" to column chooser for any asset list (printer, workstation, etc). Thank you!
Pulling a report for PO module
We recently migrated over to On Demand from Service desk Plus. My issue is I have a report that I pulled in Service Desk Plus that pulls the PO Number, the PO link and the PO Name - below is my sql statement SELECT PURCHASEORDER.POCUSTOMID "PO Number", PURCHASEORDER.PONAME "PO Name", ('http://helpdesk.charmingcharlie.com:8080/PurchaseOrder.do?module=view&poID=' + CAST(PURCHASEORDER.PURCHASEORDERID AS VARCHAR)) "Link" FROM PURCHASEORDER How do I do this query in On Demand Thanks Gunnar
Service Desk Plus onDemand
Is there a way to automatically email the manager of a user when the user opens a request and also when IT closes/resolves it? I have multiple "sites" that I am using as the locations of each company, I would like a manager field to associate the manager to that site, then each time someone from that site enters a ticket the manager is notified. Also when the request is closed they are notified. Is there a working solution or should this go to feature request? Thanks
ServiceDesk Plus On-Demand supports 'Multi Currency'
We are happy to announce that ServiceDesk Plus On-Demand now supports multiple currencies for Purchase Orders (i.e asset procurement from different vendors). Choose frequently used currency for your organization from over 162 listed currencies. When you login or if you are already logged into ServiceDesk Plus On-Demand as an administrator, you will be prompted with a pop up to set your base currency. This pop up will have pre-filled currency symbol picked from "Self-Service Portal" for the Standard
Time Zone Incorect
Hi I am having an issue with the setup of a new Site for the Business but when i am selecting the time Zone all i get is North America and not Australia, the region is set to Australia, i have looked through to ensure that everything is set to the correct country and region but still nothing has changed, PS : i did forget to Mention that we are using the Cloud base solution and not locally hosted, Thanks Garreth
SDP On Demand Gmail Outgoing email problem
Hello, I am using Service Desk Plus: On Demand and I am having an issue with sending an email out in reply to a request. When I press the "Send" button I get the error message "Mail sending failed.". I am using Gmail as our mail server and the information I have input into the Service Desk Plus: On Demand mail settings are below. Server Name/ IP Address: imap.gmail.com User Name: <User Name> Password: <Password> Email Address: <Email> Email Type: IMAPS (Port 993) TLS: Checked Fetch Mails Every: 2
Mobile App: PO / Ticket Approval
Mobile App: Please add links in purchase order and request ticket emails which can open up the mobile app. The user should be taken directly to the approval/reject page in the mobile app for the appropriate request or PO based on the clicked link. In the mobile app, we would also like an enhancement to be able to approve tickets & purchase orders.
Importing Asset information
I see one can import a CSV file for assets in Service Desk on Demand. Is there a template that has the needed column headers and numbers format available?
Using email templates for ticket generation
Hi everyone, I am looking into how to use formatted emails sent from staff to automatically create tickets with assigned tasks. For example for a new user request, a staff member opens the email template, fills in the required information, and send it. The email is picked up and parsed into a ticket in this case labelled New User Request and prefills fields and tasks based on the information parsed from the email. Any help would be appreciated.
SDP On-Demand - how to reset requestID to start from a 6 digit number ?
Hi, I am looking at using ServiceDesk Plus, Cloud on-demand version. I want to know how I can change the requestID to start from a 8 digit number eg start from 6000000 and then increment up from there ? Is this possible ?
Google Chrome support for SDP On-Demand while single sign-on is enabled
Hi all, Is anyone able to get manual login prompt authentication to work while having single-sign on functioning? We have SSO working on IE which required an edit to an iis config file to bring SSO to the top of the list. Then, when using Google Chrome to try to authenticate, it does not accept the login and only produces an event log entry that does not show a domain.
How can I attach a temporary non-IT asset and pictures to a Request?
Hello, I receive a "Request(s)", that I need to assign a temporary asset too. I need to document when the Requester has the temporary asset. How do you do it from the "request page" and can I run reports showing an asset and all it's users with time frames? I also need to add pictures and documents to a request to show work that has been completed. How is this done? Thank you
Service desk Plus Mail Fetching Exchange 2013
Currently unable to fetch mail from Exchange using IMAP port 143 get this error Error while connecting to mail store: javax.mail.MessagingException; nested exception is: java.io.IOException FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox:[null] Any help with this would be appreciated
Adding users/requestors
Is there a way to add the users/requestors myself? I do not have AD FS, nor SAML. I would like to import from a CSV but setup username and password for each so the end user does not have to create a ZOHO account. Is this possible or do the users have to create a ZOHO account to sign in? I have several domains on google for work but we have not migrated their email accounts from the old server to google for work domain. Any suggestions or recommendations? Thanks
Add a Manager field into the Requester section of the Incident/Request form.
For the company I'm working for, this attribute is valuable for technician to determine who the manager is for the user when it comes to submitting for approval. Please add this field as soon as possible.
Add emailed in Description to notification emails
Is it possible to add the message body (ie: description) to notification emails? We've done this with previous ticketing systems and would like this ability. Thanks
Contract Notifications
Please add multiple notifications reminders and the option to send reminders to non-technicians like managers and other users.
Add Cost Column for Contracts
When looking at contracts, cost is not available to choose in the column chooser. Please add cost to the column chooser.
ServiceDesk Plus On-Demand now has request trash feature
ServiceDesk Plus On-Demand now supports request trash feature which is similar to the recycle bin feature in Windows. Here are a few pointers that will help you understand this new feature: Trash can be accessed from the requests filter drop- down menu All deleted requests will be moved to trash The deleted requests will stay in the trash for 30 days after which they will be deleted permanently Requests can be recovered/deleted from the trash manually at any given point in time. Regards, ServiceDesk
Adding $Site to Message Variables for email notification rule
We use Sites heavily here and it's valuable to include sites in the message body so our technicians can quickly know where the users is from. Is it possible to add $Site to the list of Message Variables?
New Hire / Onboarding process with SDP On-Demand
Please tell me if SDP On-Demand can be customized to perform this type of request. We need to know if it is possible to build out the work-flow. If not possible, please provide alternatives based on the work-flow. Work-flow 1. Phase 1 a. Hiring Manager provides some prerequisite questions b. Submit to HR i. SDP will route this request to an HR-Group and notify HR members in that group 2. Phase 2 a. HR
Make Business Rules work on Service Requests
Currently business rules only work on incidents and do not work on service requests. It would be very helpful to enable business rules to assign a certain service request to a particular person or group, similar to incidents.
Asset Form
Hi So when we add an asset to SDP on demand, we would like to add addition fields, especially when adding Non-IT assets. Are we able to customise/modify this form? Cheers Chris
Out of Office and Auto Reply
Is there a way to not allow these types of emails from coming into SDP On-Demand?
Technician as a requestor
It seems that technician's cant be requestors (web form). When a technician tries to raise a request they get the following Is this a feature or is there a way a technician can rise an incident/request? Cheers Chris
Mail and new incidents
Good morning, I have a problem in ServiceDesk Plus and OnDemand. I have configured to receive mail from my clients and thereby automatically create an incident. The problem I have is that if the mail is answered, the system creates a new incident. You should not put the new mail should such additional information created earlier incident? As I can solve this problem ?. Thank you.
Optionally include ticket attachments in Reply or Forward
I would like to propose the ability to have replies or forwards from conversations optionally include ticket's attachments: I'd like the system to give the user the ability to optionally include ticket attachments when the “Reply” or “Forward” button is used in a ticket. The user would be given the option to include attachments by having a checkbox for each attachment, where the user must check the box to have the attachment included in the email.
Requests: Send email with selected request information
I would like to request the ability to send an email with selected request information currently found in "Print" button, including request's attachments: Currently in a request, the user can click the “Print” button which brings up the screen below. From there, the user can choose which information they would like to print. I would like a quote to pay for an enhancement which would give us the ability to use this same type of functionality, but instead of printing, the system would Email the data
Require approval for CR's
How do I require approval on change requests? It looks like all of my tech's now can close change requests without it being set to approved. I've seen forum postings from many years ago requesting this but I can't see this feature implemented anywhere. This is not ITIL compliant which is a marketing point of the product.
Ability to assign separate Operational Hours for different departments
We have a Help Desk department in our office that works different hours than our IT dept and right now I have to create a separate "site" for them to have different hours, while technically, they are in the same site. It would be nice to assigned them different operational hours, instead of creating a separate site, doing this creates more configuration issues. Thanks.
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