REST API: How do I add "problem"
In the documentation, I figured out how to add request and note.
SDP On demand - CMDB issues
Hi SDP team, I'm currently testing SDP On-demand. First of all, i was absolutely gobsmacked by the fact that the on demand version has a completely renewed interface, while on the forums a thread has been locked regarding the renewed interface of the on-premises version. A post that is more than a year old... To the point, currently in the SDP On-demand version i can only add the following: Access Points Printers Routers Switches Workstations Non-controlled workstations Servers Projectors Scanners
assigning roles
I created a new role which I have to assign to certain techs. My issue is when I go to assign the role, it does not show up at the bottom. I have SDadmin, SDAdminsite rights. Can somebody help me? Thanks Gunnar
Deleting Messages
Why is it that, as a Technician, I can delete the messages posted by Users, but I cannot delete my own messages?
Requester add attachment to existing request?
It seems once a request is created, it is not possible for the requester to add an attachment to the existing request. Am I missing some setting as this feature is in SDP but not On-Demand?
Unable to enable login to requesters
I am on ManageEngine On Demand. I am no longer able to enable login to some newly added requesters. I get a "Exception occurred when enable login to requester". If I edit the specific requester and then try to enable login I get the error "Error while saving requester details". I have a total of 13 technicians and 211 requesters. All 13 technicians and about 190 requesters have their login enabled. The remaining requesters I am unable to enable login.
Provisioning App returning 500 Internal Server Error
For the past 24 hours I have been unable to provision any users using the Provisioning App. The app itself returns an error "Failed : API102: Error occured" and if I check the logs I can see ther eis a 500 internal server error being returned. Are there some issues with the web services at the moment? Has anyone else experienced this?
Apple App no longer gives notifications
When I first installed the app on my iPhone I got notifications every time a ticket was put in. For the past few weeks, I have not been getting any notifications. I am using version 4.3.3. Please help, I miss the notifications.
Calender Sync with office365 / Zoho calender
Hello, I have sync my Zoho calender with my office 365 calender. I accpect this will be also sync with SDP on Demand calender / task list. Thanks for you support in advance
requester is a company instead of a person
Currently is a request email coming in SDP on Demand is creating a new requester. This actually not fit to our organization setup. We setup requester as a company and not as a person. Several person can open a request which belongs to the same company. Here are my questions: 1. I need an easy way to allocate incoming email request to a company. 2. As a requester is a company I need the possibility to assign more persons / email addresses to the requester. Is there any solution or workaround?
Manage License Problem
Hi I´ve just recently started with my ServiceDesk Plus - On Demand setup. Seems like a great cloud solution. I have one issue wich i can´t seem to resolve, it seems like a problem with the Product. Whenever i try to Manage my license I go to the "Subscription Manager". Within the manage license page, I choose the option i would like to purchase. Now, it doesn´t really matter what option i choose to upgrade to, I´m just left with a small Square saying "Purchase Details" with no other text or option.
auto escalation to predefined group
Hello, I have a question about automatically escalation procedure. We have setup SDP for different regions, each region has different groups of technicians, - 1stline. Solve problems remotely or via phone. With escalation option to 2nd line - 2nd line. More skilled people. Solve problems by phone/ remote or hardware replacment - Subcontractor. To take cases in absent of 2nd line and fix problems onside. The scenario I am locking for is: The first line technician escalate a
Requester Reply Template
Is there a way to modify the reply template that is given to the requester when they attempt to reply in an incident within the web browser? I know how to do this for the technician but am not seeing this anywhere for the requesters. Thanks.
Send mail authentication failed
We have entered our incoming and outgoing mail settings but i keep getting an error message "Send mail authentication failed". The username and password details are correct and i am trying to use SMTP (port 25) exactly the same as we use for our email client. Any suggestions?
Apple App Crashes When Trying to Select Category on Ticket Creation
When we try to create a new request on the Apple App (ServiceDesk Plus OnDemand version 4.3.3) the program crashes and closes after you try to select a Category for the ticket. I have tried it on multiple iPhones and also on the iPad and get the same result.
Probe Still Says yet to Scan
Hello, I have installed the probe on my windows 8 laptop. I have registered it and set it to do a domain and a network scan. For the domain, what is the username format that should be used? Either way. The probe says that its checking in but when I schedule it to scan nothing happens. The network scan and the domain scan have the little exclamation mark that says "yet to scan"
Quickbooks and Invoicing
IT Help Desk On-Demand, is there a way to import the time and money in a ticket into quickbooks for billing a client? If not is there a way to invoice directly from help desk? I'm looking for a way to stream line my work. Im a 2 man operation. 2 techs and a part time bookkeeper. I want the bookkeeper to be able to pull all the work we have been performing and invoice it or allow the techs to easily invoice it all. Thank you for any suggestions.
Time Spent shows 0:00
Hi there, I am new to SDP on demand. It is pretty cool and quite user friendly on UI. However, I have got a problem on changing the "time spent"on a request. I added the work logs and add some values in but the ticket still shows 0:00 in time spent. Am I doing anything wrong ? thanks, Michael
Problems scanning my domains
Hello, I'm using the cloud version of Service desk Plus, I'm able to scan my domain but it do not get any information of the assets, only the names. From what point I can start to work to find out what is the problem. I validate and the server that have the probe is working fine.
reply/forward mail request id is in the subject but system create new request
sometime when reply/forward mail (request id is in the subject Ex. RE: Request ID :##1176## : RE: reset vpn ) Why system create new request?
OnDemand API and URL Encoding
API requires URL Encoding of parameter values. I tried doing this and saw that not all special characters are accepted for incident description. Main example would be newline (%0D), but there are other characters as well. In such cases I get an JSON_PARSE_ERROR with error-code 4001. Any insight is much appreciated
Everything you needed to know about ServiceDesk Plus On-Demand!
Join us for an upcoming free webinar, where we will take you through the benefits and advantages of cloud version of ServiceDesk Plus, ITIL-compliant help desk solution from ManageEngine. Register Now In this webinar, you will: Understand what's different in ServiceDesk Plus On-Demand See a walk through of the new user interface Get answers to all the questions you had about ServicDesk Plus On-Demand Webinar schedule: Date: May 20th 2015 Time: 9 AM to 10 AM PDT | 10.30 PM to 11.30 PM IST Register
business rules - action to change site
Hi There, I'm just going through the business rules and noticed that there isn't an action available to change the "Site" field on a ticket. Is there any chance we could get an action option to "Change site to"? Thanks Andrew
Using API to create incident
I am trying to use API in order to create an incident within On-Demand Service Desk. I have created simple HTML with form element and a submit button. This is the attached file submit_form.txt and it works well. Incident is created with parameters specified in INPUT_DATA element - as it is described in On-Demand WIKI. That simple HTML does not offer returning a proper response to user, so one needs to use JavaScript and XMLHttpRequest. Attached file submit_js.txt is showing the same form, but this
Export Archived Requests
Hello, We're using the on-demand version of Manage Engine and we have some broken sites and departments that we can't delete. We have since identified these cannot be deleted due to the fact they're linked to old archived requests. The only way for us to clean-up the sites and departments is to delete the archived requests. We don't want to loose the requests though as they are required for auditing purposes. Is there a way the archived requests can be exported to a separate database so we can delete
Purchase Order: Automatic Ordering
In the Purchase Order module, we would like the ability to automatically Order the PO when the PO status is changed to "Approved". The PO status is currently automatically changed to "Approved" when all approval requests are approved. I'd envision this workflow: User creates PO. During PO creation process, 2 new fields would be included on the PO creation screen. Field 1: Checkbox - Label: "Check this box to have the system automatically Order the PO when PO status is set to "Approved" Field 2:
Add ability to print a list
I would like the ability to print a list in SDP. For example, I may bring up "My Requests" list, but there is currently no way to print or export the list.
Custom view - My Open + Group unassigned
Morning, Trying to create a view which includes My Open Calls + Unassigned calls for All Groups except 1 (ie Group IS NOT). So far have tried this: Group IS NOT "Unwanted group" AND Technician IS EMPTY OR Technician IS "ME" AND Request Status IS NOT "Closed" Which gives me my calls, but ALL unassigned. I think I really need an "Assigned To" field that can contain "Unassigned", but there isn't one... Thanks, John.
Add approve/decline links in the PO approval and request ticket approval emails
Add approve/decline links in the PO approval and request ticket approval emails. The user should be able to click an approve/decline link in the email which would immediately and automatically set the PO/ticket request as approved or rejected without having to click on another screen. The links should work on smart phones as well as traditional email inboxes. The current process is that the user must click a link in their email to get to a screen where they they click approve/decline. I would like
Requester view of assets
Please create a role which will only allow a requester to view assets, as well as create/edit/run reports on assets which are within their department.
Add Purchase Order in body of approval email
I would like to include the body of the Purchase Order (PO) in the body of the approval email sent to PO approvers. For reference, the PO body is currently displayed on the web page which the approver sees after clicking the link in the approver email. By having the PO in the body of the approval email, it would give the approver greater ability to easily see what they are approving/declining. The body of the PO is also already included in the “Email the Owner” functionality found on the PO website
"My Approvals" list
Please add a “My Approvals” list which is easily accessible from the web browser & mobile app, where the user could access the Request or Purchase orders which require their approval & perform the approval.
Best way to include other users on a request.
What is the best way to add additional users to a request so they receive email updates on the status of a request. For example, if a store manager creates a request I want to include the area manager in those updates on the request. Is there an automation I should create or possibly a group? These are not technicians we are dealing with but additional users I would want to add as almost a "cc'd" recipient. Thank you ahead of time for your help. -Russ
Could customize approve detail in approval link
Hi everyone I would like to know how to customize approve detail. I would like adjust approve detail remaining to only attach file. Thank you
How to set more Request approval setting ?
Dear Support team or Special user. How to set Request Approval Settings follow these? 1. When I Approve another ticket I need to change request status to "Approved". 2. When I Reject another ticket I need to change request status to "Reject". Do you have any solution ?
Default Task List
On the Home Page, is there a way to change the default list for Tasks from 'My Open Tasks' to 'Open Tasks' When managing multiple technicians, it would be quicker to click on the Task list and show 'Open Tasks' for all Technicians that are being managed. I know this was customizable in the On-Premise version of SDP. Right now if I click on the list, it shows 'My Open Tasks'. When I change to 'Open Tasks' and then click on a task to review status, etc., when I return to the Home Page, the default
OnDemand Provisioning Tool - Incorrect Username or Password
I'm trying to setup the provisioning tool to import my AD users into our ServiceDesk account. Whenever I enter the LDAP information for our site I keep getting an error telling me either the username or password is incorrect. I have verified that I am entering the correct password and have also confirmed the LDAP settings are correct via a third-party LDAP client. We are attempting to connect via LDAPS on a non-standard port (3269). Here is a sample of the output I'm seeing in the log file. 3/18/2015
Error Message: Access denied from this IP address
One of my Technicians cannot seem to logon onto his SDP On-Demand Account from anywhere except his PC in the office. When he tries to logon on using his iPhone or from a remote location, he continues to receive the following error message: Access denied from this IP address I have checked his permissions and at the moment, he is setup as an SDAdmin. These are the same rights that I have on my account, and I have no issues logging on using my account from anywhere, mobile app or remote location.
Can't sync OpManager with SDP On-Demand
I need help. I am having hard time syncing OpManager with SDP On-Demand. It's say it can't recognize my account and I made sure I typed correct user name and pass.
"Error while saving the requestor details"
I am receiving this error whenever I try to "enable login to requestor[s]", or "enable login for this technician". I have deleted the person and re-added, and that works just fine. But still the same problem even after re-creating.
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