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.
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,
Next Page