Print Support Ticket
Is there a method to print an active service ticket? I use this a a place to keep track of notes and mileage on the road.
iPhone 5 Configuration
Looking for the proper configuration settings to use OnDemand- Service Desk Plus. Searching the site and forum finds information which is several years old and no longer relevant. Thank you.
Notification Rules
Is there any way of emailing what the actual update is when a job is updated and sent to a technician? There seems to be no $ update tag, so the technician gets an email stating the job has been updated, but needs to log in to see what the update is. As an aside, is there a release date yet for the new UI?
Asset Details missing when added manually.
Hi, When adding IT Assets manually i do not see the software and hardware tabs displayed when i click on the Asset. These tabs show when Assets are added via scan. I am therefore unable complete any fields myself or allocate software licenses etc. Can anyone advise a fix for this?
CMDB in SDP On Demand
Is there a plan / timeframe to implement a CMDB in the on demand version like the on premise version of Service Desk Plus? It is increadibly helpful to see the relationships without having to go into each individual server / workstation like I am currently doing.
Unmark Problem as Known error
Hello, We have discovered that there's a field in Problems named 'Known Error'. This field turns to 'Yes' whenever a solution or workaround is documented in the problem. Now, we need for some specific reasons to unmark this. In other words, we need our problems to eventualy stop being known error. We have not been succesful trying to accomplish this. How can we make it?
Scheduled Maintenance on 29 Aug, 2014
We are upgrading our primary datacenter infrastructure. This will happen on 29 Aug, 2014 from 18:30 to 20:30, PDT. (check for your corresponding time zone here). During the maintenance period, we plan to route the traffic through our secondary datacenter. There may be intermittent connection issues while accessing Zoho's services including ServiceDesk Plus On-Demand during this maintenance period. We will keep you updated of this planned maintenance window in this forum thread, as well as from
Redirecting to choose edition
Hi all, I setup and configured an on-demand account to evaluate the ServiceDesk Plus Help Desk yesterday. Everything seems working fine. Today, it keeps redirecting me to choose Edition. Does anyone experience this before? I am worried that if this solution is applied for my company, it just suddenly stopped without notification or anything and affects my customer supports. Please share your experience and guidance. I am new to this. Thanks in advance.
SLA and Business rules issue
Hi Guys, I am unable to view current SLAs and Business rules. I can organize and add a new one, but I am unable to delete current rules as I can not view them. Can I have this fixed as I need to remove a rule ASAP Thanks, Aaron
Provisioning APP configuration
HI I am looking into automating the link between the SDP on demand and AD for requesters so that our information is up to date but I got a few queries I would like some opinions\help on. If I link it with AD will the existing user database be deleted or duplicated as some of the users information is different in SDP than it is in AD. We have a lot of external requesters who email in who are not in AD and would like to know if when I do automate the information to SDP will they be deleted? Also
Responded Date - Service Desk
I'm running service desk version 9 Since Response time is a key to measure our staff KPI, what is the proper wokflow for the system to capture Responded Date? Looking at the current system, Responded Date will be fill up if the technician response through the system. However, if the technician Resolved the case the Responded Date will not be capture. Can anyone advise how to properly handle this?
SAML Integration with Service Plus On-Demand
Hello ServiceDesk, I have some questions regarding your documentation here. 1. Your documentation does not have a clear pre-requisite area, which outlines the need for IIS, in fact, as a new user reading the documentation, it is not even mentioned until you look into the PDF for installing AD FS 2.0. You also do not discuss the possible need for a certificate from a central authority, which brings me to my next question. 2. Do you need a certificate from a centrally assigned authority? Or can it
We’re ending support for Internet Explorer 8
The Internet, browsers, devices and apps all evolve and ServiceDesk Plus is no exception.As ServiceDesk Plus On-Demand evolves with the new UI release in the next few weeks, we have decided to discontinue support for Internet Explorer 8. In order that we continue focusing on offering a modern user experience for our customers, it is imperative that we move on to support newer technologies that legacy browsers do not support. With the GA of the new UI within the next few weeks, we will stop fixing
Requester Report
Hi Guys, I sent a couple of emails without any reply. You have recently created a custom query for me that gives me the Requester details. I have added some additional fields to the requester information. Are you able to create a query which displays all of the information? The addition fields are below: Account Type, Best Contact, Installation Date, Installed By, Rating Thanks
Assign Incident to User Group
Is there a way to assign Incidents to Users Group that has been created? If not what is the best way to assign a single incident to multiple people to measure the impact without opening several incidents? Does a problem need to be created?
Importing Sites
Hi, How would I go about importing a large number of sites using a CSV file? I can do it with requesters, but not for sites. Thanks, Aaron
ServiceDesk OnDemand Request API only accepts up to 75 characters in description
I am calling the ADD_REQUEST api endpoint with INPUT_DATA as follows, replacing subject and description with actual data: {operation:{Details:{REQUESTER:Technical, SUBJECT: subject, PRIORITY:Medium, DESCRIPTION: description }}} If I send this with subject and description being 75 characters or less the request saves. If I send this with a subject or description being more than 75 characters I get "Bad Request(400)" as the response. I have checked this with strings that are just a series of the letter
Can the Color or Theme be changed in ServiceDesk On-Demand?
Can the Color or Theme be changed in ServiceDesk On-Demand? Also can the login page be branded?
Reporting on Sites
Is it possible to include on future upgrades the ability to report on site information. I want to pull a report from servicedesk of all our sites and there addresses so that I can match it with our customers information
Rows in reports splitting
Hi Guys, When creating a custom report, when a row crosses over two pages, it creates to separate rows when exporting. For example, if ticket ID 132 splits over two pages when viewing the report in on-demand, when exporting to excel, it will split over two separate rows. The ID and requester will double up in the two rows but everything else will split.
Email settings
want to set up the incoming and outgoing mail setting but need to know what ip addresses the requests would be coming from so i can open the firewall.
Provisioning tool
Is there a limit on how many users can be imported using the provisioning tool? Every time i get to about 180 i start getting errors.
ServiceDesk Plus On-Demand and the Heartbleed Vulnerability
Quick note: All Zoho servers( including that which host ServiceDesk Plus On-Demand) are patched, and your data is safe. The details: Soon after the information about this vulnerability became known, we started patching all our servers using the newer, protected versions of OpenSSL. This operation was completed in a few hours after the news broke out. We renewed our SSL certificates too. So, we are no longer vulnerable. As of now, we have no indication that the vulnerability has been exploited against
SAML authentication
I have set up MS AD FS and completed the settings in SDP. I get redirected to the logon screen but when a user logs in they get this message.
Does ServiceDeskPlus OnDemand support OneLogin For SSO?
I am a new customer and have SAML setup. I wanted to know if ServiceDesk Plus could work with OneLogin? If so, how can this be configured? According to OneLogin, this might be possible. Thanks
Roles
How can I configure a role similar to SDAdmin is restricted from certain modules. For example, the Admin would be restricted from Problem/Change Management and maybe Users.
Scheduled maintenance on Saturday, 22 March 2014, 20:00 to 21:00 PDT
We plan to do some infrastructure tests in our datacenter at the aforesaid time. We expect connections to be intermittent during this period, and accessing ServiceDesk Plus On-Demand may be slow. We will update this thread once the testing starts/ends. You can check your local time for this scheduled maintenance window here -http://www.timeanddate.com/worldclock/fixedtime.html?iso=20140322T20&p1=224&ah=1.
Android App for ServiceDesk Plus On-Demand
We are happy to announce the availability of the native Android App for ServiceDesk Plus On-Demand. You can download the app at https://play.google.com/store/apps/details?id=com.manageengine.sdp.ondemand With the new app, your technicians can access your IT ServiceDesk on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. Not only that, technicians can also mark time spent entries on tickets, add notes, reply to end users from within tickets
Technician disabled but appears on work log
Hello, We have a disabled Technician and is not associate to any site ( by default now appears "Not in any site" ). But the Technician still appears on the work log, how can we make it disappear from the work log ? Regards, Tomé Lopes
Slow when sending a reply to a job requester
Hi, when sending a reply to an user on ManageEngine ServiceDesk Plus On-Demand, it's being really slow, anything we can do about it?
Outbound Email
I'm still awaiting a response from your support team concerning the Outgoing EMail issue that was introduced yesterday night. Apparently, Manage Engine removed the optional Authentication box and made it mandatory overnight without informing us. We've tried adding credentials every which way and in every possible format we could think of, to no avail. I am really hoping that your change will not require further configuration modifications on our Exchange or Spam filter. We are only allowing your
OnDemand-SDP iPad App Documentation
I purchased an iPad Air and discovered there is an app. Where can I find documentation on the interface and what is the best way to make suggestions/feature requests. I've looked in the HELP section for OnDemand-SDP to no avail. Thanks, BC
Duplicate requests in xls file
Hi! When I export a report to xls there's duplicate records in the file. Those are the last record on every page when it continues on the next page. There's also blank records in the file.This happens for csv file too. I hope you can fix it. Thanks and best regards.
Scheduled Network Maintenance
We are planning network maintenance adding more ISPs for enhanced network redundancy at our primary data center on Tuesday, December 24, 2013, between 6 PM PST (US) and 11:45 PM PST (US). These timings are tentative for now and we will confirm the exact times in a few days from now. Access to the service may be intermittent, only during the switching period. At other times, you will have full access to the application. We request you to white list all the below IP addresses in the allowed list of
Modifying Completed Date and Responded Date
Hi. We need to fill in the requests after it was resolved. Is it possible to edit the fields Completed Date and Responded Date? Thanks and best regards.
Filter Options on Reports
Hi! We'd like to use comparison between fields on filter options for reports. Formula fields would be great too. Thanks and best regards.
Modifying the label from New Incident to New Request in SDP - On Demand version
Hi, Is there a way to modify the label 'New Incident' to 'New Request' in SDP- Standard edition On Demand version? This change must be made everywhere where 'New Incident' is. Please advise.
When trying to reply to a ticket it says "Sending notification failed"
Is there a problem on the system today?
Software Licencing problems/enhancement suggestions
Hi, I would desperately love to see the following enhancements/fixes to the software licensing features of On Demand SDP! Allow a software license to be allocated to an asset from the Software->Software Licenses-><<license>> page. i.e. Select a License. Then maybe in the actions menu add "Assign to asset" or something. When in the Software->Scanned Software-><<software>> screen, when clicking the associate asset button (the paper clip on the yellow document icon) next to an asset, the list of software
email notification feature
Dear all, I have two questions about email notification from ServiceDesk Plus On-demand. I've just configured mail server settings. [Q1] When a technician does "Reply", address fields is appeared with the requester's address as "To". Then the reply is notified as email to the requester. But when a requester does "Reply" from self-service portal, there is no address fields. And the assigned technician can't receive any notification email about it. How can the technician know that the request has been
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