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.
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.
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