Importing Request - Date Field
Hello, all... We are including request by import data, but the fiel Date could not be fixed in the rirght value, it set the date where was imported, not when the request being make. Help, please.
How can I assign remote control permission to an account?
Please help! Thanks,
Assign Tasks via Round Robin
Hello, I am wondering if there's a way to enable auto-assign of tasks in a round-robin fashion, similar to the way incidents are auto-assigned. If this is not a feature currently do you know if it has been requested as a feature?
Issues With notifications
Hi, I've just provisioned a site for ServiceDesk Plus On Demand Standard with the intention of upgrading if it works for us. The Issue I'm having is that notifications don't seem to be working correctly. As configured in the portal I get notifications when requests are created as I've specified ' Alert the following Technicians by Email when a new request is created' and entered my email address so I know the email server config is working and I can also create requests via email so it’s fetching
Merged requests disappear and cannot be found on SDP On Demand
I searched your forums for this issue and found https://forums.manageengine.com/topic/merged-requests-disappear which relates to Service Desk Plus (on site install). It states that there was a patch for it back in 2013. In our case we are using your Service Desk Plus On Demand service and the same thing happens when we merge a request with another, the child requests are deleted completely and cannot be found when searched at all. This causes a problem when someone references a previous request
Features request for better Windows 8 experience on SDP on-demand
Hi, We are test driving on-demand and notice some actions do not work properly on Internet Explorer 11 App. Please improve compatibility as there are many new low priced Windows 8 tablets being sold. I would like also to suggest designing Windows Start Menu Tiles for SDP on-demand. Please follow this url as it would be a massive improvement: http://www.buildmypinnedsite.com/en I also integrated with Azure AD, ADFS and Office 365 for SSO. Please contact me if you would like to know the procedure.
iPhone app - possibility to view solution base?
Hi. Are there any plans to include the solution base in the SDP On-Demand iOS app? The ability to see own cases and so on is great, the app would be fantastic if it supported the possibility to search the solution base when visiting a customer for instance, out of office. And without the need to logon to the browser solution... Keep up the good work, you're products are simply fantastic. Best regards Terje Gabrielsen
PO approvers to see attachments
Hi When our supervisors/budget people get a PO to approve we must have a handwritten PO as well that is scanned and uploaded as an attachment to the PO, But when they get the approval they dont see any attachments that were uploaded to the PO. Please Advise Thanks as always..
Planned maintenance of our Data Center: December 23rd 2015 to December 28th 2015
Dear customers, As part of our annual network maintenance, we will be upgrading our primary data center infrastructure this month. This maintenance is scheduled to run from December 23rd 2015 to December 28th 2015. As a SDP On-Demand customer, you can continue using our service during this period. We do not expect any service disruption as our service will be served from a secondary data center, while we carry out the upgrade on the primary. We will post an update on this forum once the infrastructure
Technician Edits
Please allow Technicians to edit their posts. You can allow edits up until the time the case is closed...and then lock it down.
IMAP mail, instant receive...
We are using Office365 and Exchange mail server, and would like to have "push" mails on SDP, but there is no option for this, because fetch time are minimum 2m ?
On-Demand Backup
Is there a way to backup the On-Demand database? (I do see export, but there are no records to export).
Does deleting open project tasks delete a project?
I have a technician in a role that allows them to delete project tasks but not projects. The technician deleted there open tasks at the same time leaving only completed tasks on the project. They were then project back to the main project page and all history of the project has been removed. I can't find the project anywhere in service desk? Is removing open project tasks supposed to remove the project? I wouldn't think that's the case but that is what happened.
Business Rules on Requests
I am trying without success to automate a change status to Resolved when I get a response email with the words 'marked as resolved' in the body of the email as below but I cant get it to work, is there anything special you have to do with business rules Thanks in advance Paddy ----------------------------------------------------------------------------------------------------------- This email concerns your recent ticket Request Id ##87## has been assigned to you (WTA-169-98563) which has now been
More functions for the approver for Service Requests
Hi Thank you for always answering my requests. My supervisor requests if you can add additional options for when a tech sends him an approval. His view of the request is very limited. 1) The ability to see linked Purchase Orders from Service Request with the attachments. 2) The ability for the approver to add a note like in a regular request and the ability to send the note to the tech assigned so if the approver needs more information he/she can send the note without rejecting the request. 3) Take
When a requester replies to an email how can they add additional email addresses?
For example a requester creates and incident and the technician sends a reply. The requester then wants to reply but include another email address. There is no "To" field available or anyway for them to include another email address from what I can tell. Is this a possibility now by changing a setting and if so which setting? Thanks, Erick G.
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
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