Probe incorrectly identifying printers
Hi, We have a Probe which scans our network and it is incorrectly identifying the following models of printers. All of our Ricoh's are being set as Product type "NRG DSm622-Printer". Ricoh Aficio MPC3501 Ricoh Aficio MPC3502 Ricoh Aficio SPC232SF Ricoh Aficio SPC242SF Ricoh Aficio SP5200DN One of our Brother printers are being set as Product type "HP-Printer" Brother HL5270b In all of these cases we have then gone into each asset and manually set the Product to the correct Make and Model (e.g. Ricoh
We’re ending support for Internet Explorer 7
For ServiceDesk Plus On-Demand to offer an experience better than traditional software, we need to exploit new capabilities offered by modern browsers. The Web is ever changing and old technologies can become a drag on our quest to keep the application fresh and young. Internet Explorer 7 is a seven year old browser that has outlived its usefulness. Most of our users have upgraded and we see IE7 usage dwindled. Beginning Dec 1st 2013, we will discontinue support for the IE7 browser. You may have
Change Management Workflow
ManageEngine Service Plus will be implementing the following features really soon but I'm hoping these can be implemented on Service Plus On Demand as well because we are unsatisfied with the current Change Management features Option to create multiple Change Templates and specify a workflow for each template. Support for creating a normal template and an emergency template with each having its own workflow. Notifications based on roles - Option to configure the roles ( Change Implementer, Analyzer,
Users in "CAL Users" for a Client Access License not sorted
In ServiceDeskPlus On Demand, when editing a software license that is a CAL (Client Access License), the list of users that have been added to the license is not sorted. We have 300+ users attached to our CAL and when it comes time to remove a person, it is very time consuming to find them! See example below:
MASS update on "Service Request Approver"
Hello, We are implementing ServiceRequest workflow and needs "Service Request Approver" setting on 300 users. Does anybody know how to do this with "mass" update manner? ...like csv import or SQL something like that. Furthermore we would also like to know the way to perform mass update on "$HEAD" for each departments. Thank you very much!!!, Newly contracted SDP-ondemand-user
Infrastructure Upgrade
We are planning an infrastructure upgrade for our primary datacenter on Saturday, Aug 31, 2013, between 7 AM PST (US) and 10 PM PST ( US). During the upgrade process access to ServiceDesk Plus On-Demand may be intermittent and we apologize for any inconvenience. Otherwise, we expect things to be normal, as ServiceDesk Plus On-Demand will get served from our secondary data center during the specified time period. We request you to whitelist all the below IP addresses in the allowed list of your firewall
manual approver choice on Service Request
Hi, We are designing Service Request template and would like to implement manual approval choice, that means when requester submits the the request , s/he can choose adequte approver from drop-down-list or something like that. Could please give us any idea to realize this ?
How to prevent delete of tickets
How do I prevent that a tech deletes tickets? And secondly, where do i find those deleted tickets? Environment: SD+ ondemand Assigned roles to tech: SDAssetManager, SDCo-ordinator, SDGuest, SDRemoteControl, SDReport ((we have just started to work with this product so forgive me if the solution is obvious))
Purchase Order Invoice and Payment.
Hello ManageEngine Service Desk Plus On-Demand, I am currently dissatisfied with the "Invoice and Payment" tab on purchase orders. 1. The button in the top right provides the option to "Add Invoice" and "Add Payment" however this does not allow for any attachments. Basically its just an area where you can put notes about the invoice or the payment, but cannot attach the invoice itself. This is almost useless in my opinion. I would like to request that the system be upgraded to allow an attachment.
Error when adding requesters
Has anyone had an issue when adding requesters? I am told that requesters are unlimited. I have about 450 to add. It looks like on the Zoho side it says that we have reached our limit. I have called Manage Engine and they are researching. Any help would be appreciated. Annette
Important: Static IP Address for Mail Communication
Dear Users ServiceDesk Plus On-Demand currently uses the static IP address 72.5.230.65 to send and receive mails. We are now adding another IP to the existing one. All customers who use their organization's mailbox to communicate with ServiceDesk Plus On-Demand through and who have configured their firewalls to allow access only to the static IP address are requested to make the following changes to your fire wall configuration. Please allow the new IP address: 74.201.84.80 in your firewalls IN ADDTION
History of Assets no longer displaying "Site"
Hi, For non-Workstation assets in ServiceDeskPlus OnDemand, we are finding that when we set the state to "In Use" and select a Department / Site combination, the history tab for the asset only mentions the department and does not mention the site. e.g. - see below- this example is off one of our printers. We really need the history to include site- otherwise we will be forced to use the notes field for this vital information, Performed on Wed, 26 Jun 2013 06:56:02 WST by David Pigram | State In
Organization Logo Changes
As a step further in helping you to ease the customization of ServiceDesk Plus On-Demand for your organization we have now provided the capability to specify your organization logo in one single place and include that in the invitation emails sent out to users. Going forward, you will be able to upload/change custom images (logos, etc.) only in the’ Organization Details’ section under Admin. This image will be used in the Portal, Headers, Purchase Orders, Reports and the Invitation emails. Please
Linux equivalent of ae_scan.vbs
Is there a Linux equivalent to the ae_scan.vbs Windows script please? I know you can download ae_scan.vbs from Assets -> [Troubleshoot] -> Windows Scan Script but I want look at the Linux euivelent. Many thanks. Mike
Asset Scanning Help
Hi All We just got Service Desk Plus OnDemand and I'm have problems getting my network scans to work correctly and pull all the details of the assets and I have some questions. 1. Where can I find logs with the results of the scan so I can find out why the scan failed? 2. I found steps the other day to setup a group policy logon script that runs a scanner on the desktop and send the info to the prob. But I closed the page and now I can't find it again. Any idea where this info is as I want to
Change primary domain
Hello, We've build an ADFS2.0 service to get SAML working. The redirect from the domain mapping to the login page of our ADFS installation works fine, but after a login we get an "Signature validation failed" error. The response URL says "https://accounts.zoho.com/samlresponse/coolblue.be", but I think this should be coolblue.eu. We use the .be domains only for a couple of sites, but not for our ActiveDirectory and ADFS inlog page. Where can I change the primary domain? The coolblue.eu is already
Change Management-Making additonal fields manadatory
How to make additional Fields manadatory in Change Request ??? Apperciate your inputs. Regards Zulfikar
Migration from SD+ MSP to Ondemand
Greetings. One of our customers wants to migrate his SD+ MSP to SD+ Ondemand. We understand that because the env. are different from SD+ (the accounts), this type of migration could not be possible, but my customer said that he didn't use this function at all. Or in another scenario, when can be available a MSP version of SD+ Ondemand? Regards.
Release Updates - ServiceDesk Plus On-Demand June 2013
We have rolled out a few updates to ServiceDesk Plus On-Demand today that include the following: 1. Email CC option for Incident and Service Request templates : You can now include specific people to be copied for auto communication on creation/resolution/closure for an incident or service request. 2. Survey Score and Overall Rating (%) included in Survey list view and in Reports 3. Lease Start and Lease Expiry fields have been included in Reports. 4. It is now possible
Service Catalog Template Re-Order \ Copying Templates
Hello, I am setting up service request templates in the service catalog for my users to use, and I have run across two problems: 1. How do I re-order them (see attached picture) Notice how "Permissions - Folder" is underneath the ones that start with "VPN" I would like to re-order them so Permissions is on top. 2. Many of the templates are similar, and I have had to re-create each template from scratch. How can I copy a template and then modify it for another request of a similar type? Thank You
Service Catalog Release Announcement
We are happy to announce the release of the Service Catalog functionality in ServiceDesk Plus On-Demand. We earlier notified about the release here . For the actual release details, please refer to our What's New Page . The Service Catalog in ServiceDesk Plus On-Demand helps you to Define and Portray IT Services to End Users Control Access to IT Services by User Groups Define Automation Workflows ( Approvals, SLAs and Tasks) for Service Requests Report Extensively on Service Requests You can
Pre Release Announcement - Service Catalog in ServiceDesk Plus On-Demand
We are happy to inform you that this week, we would be releasing the Service Catalog functionality in ServiceDesk Plus On-Demand. This feature will be available only in the Enterprise Edition of the application. As with all our upgrades, this one too would not require any downtime of the application, so you will not be impacted in any way. With the introduction of the Service Catalog, here are a few interesting features that customers can look forward to: Service Listing: You can now create a standardized
Using Servlet API on hosted domain sdpondemand.manageengine.com
Hi There I am trying to make use of the Servlet API on servicedesk hosted at sdpondemand.manageengine.com... What is the correct machine name and port to use for servlet API access? http://<machine_name>:<port_number>/servlets/RequestServlet?operation='AddRequest'... Thank you Richard.
Service Desk OnDemand can integrate with SMS Gateway to send SMS Notification
Hi All, Can I know is there a way to for the Service Desk On-Demand to integrate with an on-premises SMS Gateway appliances? If yes, which edition supports this functions. Looking forward for any reply. Thanks Minghaw
how to enable login when a new requesters sends in a request
I am using OnDemand Service Desk Plus. I have "verified" my domain xyz.com. SDP is accessed via abc.xyz.com Everything is working pretty well except, when a request is submitted via email, the requester account is created but login is not enabled. Thus, the requester can't click on the hyperlinks in various emails (replies) until I go in and enable login for that requester. Once I do, the requester can login in (their password being their email id). So, how can I tell SDP to enable login for all
Request Screen Refresh
Is there any way within the application to set the request screen to refresh after so many minutes? This feature if availabe in the on-premise version.
Powerful Reporting
Does anyone have experience with creating powerful custom reports for reporting on things like KPIs and Metrics etc?
Update Change Management in Service Desk OnDemand
ManageEngine Service Plus will be implementing the following features really soon but I'm hoping these can be implemented on Service Plus On Demand as well because we are unsatisfied with the current Change Management features Option to create multiple Change Templates and specify a workflow for each template. Support for creating a normal template and an emergency template with each having its own workflow. Notifications based on roles - Option to configure the roles (Change Implementer, Analyzer,
Worklog Time elapsed report in Servicedesk Plus on demand
Hello, I'm looking for a report that can export me per worklog technician, the elapsed time on a worklog of a change. In service desk plus on demand, i'm not able to perform querries... Someone an idea how i can obtain the required report? Many thanks, Frank
On demand SDP multi clients
Dear, With the On Demand version SDP can have multiple clients, with its users, own knowledge base? If not, what on-demand version I use? regards ---- Estimados, ¿Con la version On Demand SDP es posible tener multiples clientes, con sus propios usuarios, propios base de conocimiento? En caso de no ser asi, ¿que versión on-demand me sirve? Saludos
Characters Viewable in Column
Is it possible to increase the amount of characters that are viewable in a column? There is available screen real estate that isn't utilitzed and also cuts off the title. As you can see in the example below, Contract Name is cutoff but there is plent of room to show the full name.
how to create new user account
how to create new user account
New UI for Additional Fields in ServiceDesk Plus On-Demand
We have changed the way you can add new additional fields in ServiceDesk Plus On-Demand. From a tab based view provided earlier, we have moved to a list based view for easy creation and management of additional fields. You would now be able to add a field of any data type at the click of a button and manage (view, edit and delete) your custom (additional) fields in one single list. You can refer to the Request Additional Fields help document at http://ondemand.manageengine.com/service-desk/help/admin/configuring-additional-fields.html
Hot Fix Released 25th Sep 2012
We released a hotfix that contains the following: API Enhancements We have provided new APIs for the bulk operations on requests: Pickup, Assign, Merge, Close and Delete. You can view detailed information here. Bug Fixes: The following issues are fixed in today's hotfix: When a request previously assigned to and viewed by a technician was changed to ‘Unassigned’ by modifying the site or group, the request subject did not appear in bold in the Request List View. Change approver when clicking on
"Pick Values" button in Reports->Advanced Filtering not working for any field
I am customising the "Requests By Category" Report in ServiceDesk Plus On Demand. When I go to Advanced Filtering, select a field e.g. "Request Status", select "is" as the criteria, then I go to click on the "Pick Values" button (the icon with the arrow/list), nothing happens. The result is I cannot add a filter at all. This happens on the latest IE (v9 on Win7) and latest Chrome. It also seems to happen no matter which field is chosen. Any help would be appreciated! Cheers Greg
Additional Request field not showing in available columns in custom report
Hi, I'm trying to create a custom report which uses an "Additional Field" in the request. Is there anything I need to do to make the field available in the "Available columns" list? Cheers Greg
Release Update - Asset Depreciation in ServiceDesk Plus On-Demand
We have rolled out the Depreciation feature for Assets in ServiceDesk Plus On-Demand. Depreciation calculation on used assets that decrease in value over time helps in useful financial reporting. You can configure depreciation either at the product level or the asset level. The following methods of calculating asset depreciation are currently supported: Declining Balance Double Declining Balance Straight Line Sum of the Years Digit The Release Updates can be found at http://ondemand.manageengine.com/service-desk/whats-new.html
Issues when editing purchase orders
I have created a Purchase Order, Items were marked as received. I then edited the PO to make some notes in the Remarks section and now seams to be stuck at Pending Approval and will not move to the next step. Required By : PO Status : Pending Approval Under actions > Submit for approval >Which goes to the approve tab and it shows approved. Having another user trying to approve this make no difference Please advise
Cannot allocate more than 100 users to a CAL software license
In ServiceDeskPlus On demand, I have a software license for 240 user based CALs. When I select a whole bunch of users (230 of them) and click the add button, then click save, I get an error message: "The maximum number of values for Allocatetowslist cannot exceed 100" There doesn't seem to be anyway around this- or am I doing something wrong?
Attachments in change request
In a change request, we have attached a document to the Rollout Plan section - however, when the e-mail has gone out to members of the CAB, and they click on the link to view the Change Request, they are not able to view the attachment, as it only shows them the title without a link to it - are we doing something wrong?
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