email subjects assigned to certain groups
Hello, I have defined subjects and like to assign each subject to a certain group example: all incoming emails with subject "france.support" should be assigned to department Paris group 1st line. I have tried may times with business rules without success. No changes at all. Thank you for you help.
Probe Icon Status - Connection Troubleshooting
Does the Probe Icon within the Setup > Probe have a purpose? On my network computer, the Probe Service icon has a green light indicating to me that it is running and that there is connection to OD SDP. Within the OD SDP application under Setup > Probe, the icon has a red light. To me this indicates that it is not connected to the Probe. I have been running scans for the last few days and this is the second time where I appear to have lost connection between the OD SDP and the Probe. The first time
API - Integration to open Tickets
Hello Guys, We are evaluating the possibility of opening requests within ondemand manage engine through XML files generated by another application for mobile data collection, would like a step by step, how to configure API.
Scanning Printers / Routers
I have added a printer to my ODSDP. Within the Printer Configuration, the SNMP community has been setup and I have set the credentials in ODSDP to connect to that community. When I click on scan now, it uses the Probe that has been setup on my network but it does not read anything from the printer. I have reviewed the User Guide for ODSDP but there is nothing under ASSETS > PRINTER to ensure i am setting this up correctly. Is there a specific setting that needs to be used?
Database Clean Up
Hello all, I'm new to ManageEngine and have recently started working on the Asset Management module. I was in a hurry to import our Asset Management information (From an old Service Desk and several Excel sheets) before I fully understood the relationships and the impact our AD information would have. Since then I have learnt how to correctly implement the Asset Management and I have cleaned up our AD details for the correct 'Sites' and 'Departments'. We now have a large amount of 'Sites' 'Departments'
New Incident Template
Hi, We would like to get rid of the Default New Incident Template. It's confusing our users and rendering our Incident Templates useless. How can I remove, or at least disable, the Default New Incident Template? Thanks, Tom
Acknowledge Requester by Email when a new request is received
Hi all, My organisation has set up our Service Desk to receive e-mails from two different addresses, 1 for IT and 1 for HR. Is there a way to create an automated response that can be tailored to the address used? Using the standard 'Acknowledge Requester by Email when a new request is received' will reply to both requests which is undesired. Any advice or ideas to point me in the right direction would be greatly appreciated. Regards, Chris
Delete a Reply
Hello, Is there a way to delete one of my own replies (I'm a Technician) after it's been sent? I have a bad habit of replying before I "Pick Up" the request. When I do that, I'd like to be able to delete my original reply, pick up the request and then resend the reply because, until I pick it up, my name is not shown so there are holes in the template. Thanks, Tom
License in use
What field indicates how many nodes of my license I'm using ?
Virtual Hosts and VMs
For my on-premise SDP, I have an Asset classification of Virtual Hosts and VMs. I cannot find this type on the On-Demand SDP . Where might this be setup or is it not available yet? Also, how do I scan a VMware server and vcenter from On-Demand SDP? The Probe seems to only work for windows based machines.
Email Replies
Hi there, When a user responds to an email query that I send through SDP on demand I get an email saying the call has been amended with a requesters reply. Only there is no way to see what that reply is in the email. If I am away from my desk I cannot see what my update is. Is there any way another field can be added to the template to actually state what their response was. It is very frustrating not being able to see my responses when I am out and about and end up resorting to emailing from the
Asset Management Roles
Has anyone run across the asset management permissions role limitation below, and how did you overcome it? I spoke with support for an hour, and they confirmed it worked this way but we couldnt construct a workaround: Summary: I need to allow two different asset managers to separately manage multiple Non-IT assets assigned to the same user, but not allow each asset manager to view/edit assets which the other manager can view/edit. In other words, each of a user's assets should be editable by a maximum
How to migrate full data from sdp on-demand to local?
User wanted to find a solution that can move all requests, requesters, technicians, Business rules, SLA and all configures to on premise version. The export option is available under Setup-->Data Administration-->Export Data. Please tell us export function is able to get all datas?
Custom View Problem
Good Morning, I would like to create a custom view that would include... (Technician is Tom Preston or Technician is Unassigned) and (Request Status is not Closed and Request Status is not Canceled) In other words; I want to see all my requests that haven't been closed or canceled...and I want to see all Unassigned requests too. The problem I'm having is with the Unassigned part. "Unassigned" or "None" does not appear in the custom view creator for the Technician field. There are only two technicians
Line Breaks in response templates
Hello, Since we have moved over the updated version of the service desk, issues have appeared in our templates. 1) When you select the template you require, to respond to an email, first it does not recognise the template. You have to select another template, let it fail, or appear with no text. Then select the template you want, and text will then appear. 2) When the text does appear, it does not recognise line breaks. we have tried using various ways to try and create line breaks: <br/> \n
We're upgrading our SSL certificates for better security, are you?
With growing global IT security concerns in mind, ManageEngine ServiceDesk Plus On-Demand will be upgrading its SSL certificates from using a weak and aging SHA -1 encryption algorithm to a more secure and latest SHA -256 algorithm. It's time that you upgrade too. What is SSL Certificate and SHA ? SSL Certificate (Secure Sockets Layer) is a certificate presented to the browser by a website which encrypts your connection and verifies if you have connected to the right website.
Add Supervisor; View all requests
I have the user set, but is unable to see all service requests. Manager needs access review all service tickets in system.
Create Date not showing correct timezone
On all the views the Dates such as Create Date show as UTC time, is there anyway to change this? I have the timezone under Company Details set to Central American/Chicago
AutoAssign: Two departments
I am having a minor issue with the SD+ OD auto assigning in round robin format for the two departments. We have two departments with one technician each: Facilities and InfoTech. Using support@domain for InfoTech and Facilities@domain for Facilities . Support requests are getting assigned to the tech in Facilities that should be in InfoTech. How can I set it so this does not occur and cause delays.
workflow for changes
hi, im currently looking to upgrade to On Demand and im looking at the demo for On Demand and while it does look good, I am interested how to set up the "Stage and Status" automated email facility for Changes that is currently on the Service Desk plus. Is this possible? Also is the change process automated - I.e moved on to the next stage once approved thanks in advance for your help Marcia
Scheduled maintenance on 31 Dec, 2014
We are upgrading our datacenter infrastructure. This will happen from 31 Dec 2014, 17:00 PDT to 1 Jan 2015, 01:00 PDT. (check for your corresponding time zone here). While we expect no downtime during this maintenance period, there may be a few intermittent connection issues. We will keep you updated of this planned maintenance window in this forum thread, as well as from our social channel accounts in Facebook and Twitter .
Where is On-Demand hosted?
hi, I would like to know where is On-Demand SDP hosted. For legal reasons, we are not allowed to use services hosted in the US. Would be great if you have On-Demand SDP hosted in other parts of the world, eg UK or Asia. Appreciate if you could provide some clarity on this. Thanks. Cheers, Peter
Open request on behalf of another requester
We have situations where a supervisor might raise a request for equipment on behalf of one of their staff members or a colleague will open a request on behalf of another colleague because their laptop is dead. Perhaps an admin assistant opens a request on behalf of an executive. I would ask consideration of the addition of an "On Behalf Of" field that is completed with a valid requester. The implications of how this would be used on a request vs. and incident would need to be vetted but seems helpful.
Fundamental Question - Request/Incident Owner and Escalation
So perhaps I'm missing something fundamental in SD+ so I'd rather look uninformed but gain wisdom from y'all. :) We are moving from SD+ premise to SD+ OnDemand. We've been using S+ for about 11 months. Our team is going through process reengineering as part of the migration process in order to provide exceptional service to our internal clients. We handle everything for our organization from hardware/software purchasing, licensing, provisioning, application support, network support, software development,
Report Query
Hi, Is there a way to produce a report that will show all incidents with the below constraints: Using a particular template All open tickets or, Tickets that were closed the day prior. It only seems to be the last item I cannot seem to achieve as I can only select a hard date.
SD+ on Demand IE 11 not refreshing requests.
Using IE 11.0.14 and have set the autorefresh rate for requests to 3 minutes. It doesn't seem to autorefresh at all. Chrome 39.02171.71 m works fine. Anyone else seen this, and/or got any solutions? Bob
predefined reports to reqester zoho account
Hi, how can I predefined reports to show to the requester on his zoho account? thank you in advance
Incident Template: Unable to create new
Under the new UI, I am not able to create a new Incident template. No real error, or field highlights are shown.
Preventative Maintenance Task Scheduling
Hello ManageEngine, I just recently tried setting up a reminder using preventative maintenance to double check my WSUS after Microsoft Patch Tuesday. Unfortunately the scheduling is not fine tuned enough for this. Could you please add a scheduling filter that allows for things to be scheduled like, first tuesday of the month, etc. Thank You
Workflow - Auto Assign Tasks
I'm running SDP On Demand and I was curious if there was a workflow section or a way to auto assign tasks to technicians once a task is completed. Travis
Disable "Close Request" for Technicians
Good morning, How can I configure the software to remove the "Close" button for technicians? We cannot allow that technicians close their requests. If a request is solved, they must change it to "resolved" and then the cliente receive the email and close the request or re-open it. We know some technicians will change the status to "Resolved" but others will change to "close", and without the client permission. To solve this, we need to disable the "Close" button and option for them. Thanks in advance
Self Service Portal Login
The previous Help Desk Portal did not require sign in to create a new support request. Is there a way to bypass having to have a user create a user account and password for access to using the portal? I do see where it is possible to import users, but do not have a AD to pull from.
Automatic Email to Solution Approver
I'm currently running SDP On Demand. How do I set up emails to approvers for a solution? Currently if a technician creates a solution they can submit it for approval, but they need to know who to send the email to. Is there a way to submit a solution approval directly to an approver? Thanks, Travis
export archive request data
i want to have all of the archived ticket data exported to a CSV. Not only the archive view with a few columns but all the data that is available (resolution, response time, site, etc. ) In the view and then to export data only partial data is available, and I know you have the full data set because you can go into each individual ticket and see the full data.
SDP Ondemand Copy Template
I was curious if there was a way to copy templates in SDP On Demand. I posted in the SDP forum and realized I was in the wrong place. Thanks, Travis
ServiceDesk Plus iPad Application
Hi I've downloaded the Manage Engine Service Desk Plus iPad application and wish to use it to access our Requests. Can someone tell me what the Server URL is that I should enter in the login page please. Thanks Peter,
Issue with custom domain
So I setup Servicedesk ondemand to use our company domain for the web portal and setup the appropriate dns records. If I browse to the url, I get an error that the url in not found. If I add a period to the end of the url, then it works. Does anyone know what the problem could be and how to fix it. Thanks. Mark
Can we import new fonts?
I believe the answer is most likely no. However I can see that if you host ME yourself, you get this feature. So can the on-demand solution do this?
OSX Probe
What are the options for scanning an OSX network with the OnDemand product. It looks like there is only a Windows probe/agent. Is there an OSX probe being worked on? -Nick-
Business Rules - Dual roles
In reducing my management of sites and software, I am looking at the option that ME odSD plus could be used to service my IT and Facilities request. It was suggested to me to use Business rules, based on email address (facilites@domain.com and support@domain.com) they would be routed to the corrected group / technician. Thus far I have not had any success in creating the correct Business Rule to make this occur.
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