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.
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
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