SSO COnfiguration
I am trying to setup SAML authentication (following http://help.sdpondemand.com/saml-authentication) but having difficulty. The PowerShell script and instructions provided are not written for ADFS 3.0 and PS version 4 which is what we have in our ADFS environment. Any suggestions?
SDP Projects - Work documents
Hello guys, I'm working with Projects for quite a while now, on-premises as wel as SDP online. I'm struggling with related project work documents. A 'project document' is a document in one form or another that we edit and change ourselves that are related to the project. 'Work documents' in my case are: Infrastructure designs that we receive, in all formats Microsoft Project worksheets Visio diagrams Excel financial sheets Network schema's All in the most commonly used formats: Word, Excel, PowerPoint,
Mail fetch stopped regularly
Hi Recently i have noticed that mail fetching status started stop automatically. Do you have any idea what cause this issue? Please reply.. Many thanks prageeth
Unable to enable login to requesters
When we check the enable login for users. We are receiving an error while saving the requester details. If we make any other changes to the user it will save the record. We are supposed to have unlimited users for our account so we are not sure why this is happening. Thank You, Mary Radi Hegira Programs, Inc.
"error when enable login to requesters".
When we check the box to Enable Login to Requester and do a save we receive the following message: "error when enable login to requesters". If we make any other changes to the user and do a save that works fine. We just cannot add them as requester's.
Service Disruptions - having troubles and you?
Service Disruptions - having troubles and you? are they any kind of trouble to access OnDemand-Service Desk (online)??
System not email requester when a ticket is udpated
I have gone into Setup > Automation > Notifications and checked the "Acknowledge Requester by Email when the request is updated" but the requester does not receive an email? I sent an email to the system and it automatically created an incident, and emailed me back stating that a ticket was created. I then assigned the ticket to myself, and received an email that the ticket was assigned to a technician, then I added a note to which the requester can see, I have changed the Priority, changed the level,
No Agents for OnDemand?
I seem to fail at finding the option to create agents to be installed on workstations, an option that is available on Service Desk Plus. I tried the Probe and to be honest its horrible, it fails to find computers that are in the same IP Range, even my second computer on my desk is not being discovered by the Probe and in such it is an unreliable tool.
Tasks & Templates & Incidents....?
Howdy, I'm having trouble understanding how Tasks and Task Templates work. Here's what I would like to do, but I just don't know if this is possible: I would like to create some Tasks for things like New Employee Setups. These tasks would be things like Create an AD account, Assign a phone extension, Deploy a Laptop, etc I was hoping I could create a Task Template or Task Group that would contain all the tasks that go together. Then, when a ticket comes in that we hired a new person, I would somehow
Chrome Notifications Popups
Chrome notifications for new incidents would be very useful and helpful. How hard would this be to implement?
Does ServiceDesk Plus On-Demand Probes Support Windows 10 / Server 1012?
Does ServiceDesk Plus On-Demand Probes Support Windows 10 / Server 1012? We see that it support Windows XP/7/Vista and Server 2003 and 2008/R2, but doe it support Windows 10 and Windows Server 2012 STD/R2? This is mainly with regard to installing and operating the Probes for data collection.
Description on Report
Hello, I am trying to customize a report for me, but I cannot find column description in the list provided. Attach is a screenshot of the first step in custom report creation. Please update.
Technicanis should only have access to specific views
Hi We have an IT department and now the DevOps want to use the helpdesk system as well. 1) is there any way to split the tickets that if its a Dev issue then it should go into a different view and IT shouldnt see it (should be split from IT tickets) 2) and when the Devs login to the system they should only see their tickets and not the IT tickets? Thank you
SLA attach to incident
Actually, I have created a few SLAs with response time due. How can I associate an SLA to an incident? Do I need specific privilege or any other alternative? The reason behind to have an automatic reminder/notification for the technician to know the duration for resolving the issue. Awaiting your reply. Thank you.
How long does the free website managedesk on demand plus keep reporting information?
Thx In Advance Nico
Import Data
Can I have a sample of how to import data? I am unable to distinguish how to name the field name in my xls or csv. Can I also know the character encoding? Awaiting your reply.
Questions About SDP On Demand
Hello team, Hope you all are having a great day. In regards of the solution SDP Professional on demand, I have some questions I hope you can all help resolve. 1. Is the monthly subscription available for 12 technicians? Or the only slab available after 10 technicians is buying the 20 technicians slab? 2. Is the customer wishes to buy the remote control add on, is the concurrent price ($29) for the total amount of nodes? or should the customer purchase individual add on license per node? 3. I have
Issue about API to create request
hi. I am trying create a script to create request using API. After some hours trying developer this script, I get success to connect token and send a http post, but I am receiving this return: <operation name="ADD_REQUEST"> <result> <status>Failed</status> <message>POST_ONLY_URL</message> <error_code>4001</error_code> </result> </operation> This is my http request code: https://sdpondemand.manageengine.com/api/request?authtoken=9f8aa34fb5f647d1e9dcbcb015192f63&Scope=sdpodapi&OPERATION_NAME=ADD_REQUEST&INPUT_DATA=<?xml
Creating a new request using API with add_request
hi.. I am trying configure our monitoring system to create request automatically, so I configure a bash script in Linux to do this. In this script I wrote: curl --user <userlogin>:<userpassword> https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi This part is working fine. My problem is related with second part: Wagners-MacBook-Pro:~ wagnerpinheiro$ curl -d "OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER: Monitoramento Zabbix,SUBJECT: [Notificação Automática
My pending approval madness with multiple approver
Hi! We have multiple Approver for our tickets and we encountered an issue with SDP OnDemand. We are fully OK, if ONE of our Approver gives his approval, but the problem is, that the ticket still shows up in the "My pending approvals" Icon because the other Approvers didn't approved it, because it is not necessary. Because of this, this icon became a major pain for them, because it shows many already approved tickets. Is it somehow possible to fix this issue? We found out, that they don't show up
Onelogin and SD plus OnDemand
I am trying to set up SD Plus OnDemand SAML to use Onelogin. Everytime i try and put the the login url, login url and certificate if always gives me an error stating invalid file. Any ideas.
Creating request using API with slash in description
Hi... I am trying create a request using API and curl. In description field, request will have slash "/" and it is possible have other like :, \ like "C:\ does not have space"" But, if I use special caracteres I get error to create request. curl -d "scope=sdpodapi&authtoken=afa32af4d010a910ed524526d99d8b99&OPERATION_NAME=ADD_REQUEST&INPUT_DATA={operation:{Details:{REQUESTER:Monitoramento Zabbix, SUBJECT:Notificação Automática - DeployIT, REQUESTTEMPLATE:ZABBIX_NOTIFICACAO_AUTOMATICA, DESCRIPTION:C:\
Bulk Edit of Notes
Good Morning, I would love to see the addition of the "Notes" field to the Bulk Edit screen. We have many cases that, at times, need to be updated with the same information that alerts users to delays. The delay, in most cases, is caused by the same set of circumstances so a bulk addition of Notes, including the "Show this notes to Requester also" and the "E-mail the technician for notes addition" check-boxes, would be a welcomed addition. As it is now, we must access each case individually and paste
Ability to move a sub-category to a different category
How do you have move a sub category to a different category? It is grayed out and I can't change it in Helpdesk->Category.
Error when converting a technician to a requestor
What is the correct way to convert a technician to a requestor? I am getting an error message when I do that.
SOC Documents
We are evaluating both the on premise and hosted SDP solution. For the hosted solution, we would need to obtain the SAAE16 document. Please let me know what the process is to request this.
SDP Ondemand Cloud - mailsettings
Hello, We just activated our Servicedesk Plus on demand cloud (enterprise edition). I have a few questions about the setup of the software. First question, is there a user manual/setup guide for the in-production version of SDP cloud ? Second question, is it possible to push email requests to SDP instead of fetching email using pop connectors ? The actual way to get email requests would mean to open POP port 110 which we don't want to unless we IP addresses from Manage Engine. Basically, I don't
Mobile App settings
Is there a guide to setup the mobile app? I tried using the sdpondemand url and it doesn't work or does it not work with ondemand? Thanks.
Delete complete helpdesk Site?
I set up a test helpdesk site and logged in some users. I have now set up my "proper" helpdesk site I now want to delete the test site. Is this possible?
Ability to auto schedule reminders or add to calendar via Templates
It would be great if you can auto set reminders for specific templates. For instance we have a template for AV Setups and currently I have to manually create a Calendar item in outlook each time I take ownership of a ticket so I have a reminder to set these up. If there is another way to accomplish this please let me know. thanks
Change Tag for the tickets
Hello, But default the ServiceDesk On Demand uses the tag ## on the tickets "Re: [Request ID :##$RequestId##]" What we need to do to change this tag for ** for example '"Re: [Request ID :**$RequestId**]" We already change all the reply templates and notifications, there's anything more that we need to do? -- Tainã Rodrigues
Variable for email signature
I need to add the technician e-mail signature in the request response template. How do I do that?
Expand Resource Functionality in Service Request
The resources in Service Requests are awesome. However, there are some additions that would make them even better by having the ability to: 1. Organize Resources where you have added multiple resources. If we add a new resource, we may want to move it ahead of existing resources. 2. Organize resource questions. Essentially the same as number one. In order to help with the flow of questions for users, it would be create to allow us to organize the questions just like you can in for tasks attached
SDP Online - Translations
Hello guys, 2 more really odd translations "Toegangspunten" should just be called "Access Points"; "Schakelaars" should just be called "Switches"; This is way more correct then the literal translations done here. In Dutch we call access points, just access points, and switches are just switches
Can't create report for archived incidents
Hi, I can't find the option/link/menu to create a report using archived incidents. I looked everywhere. Is that a functionality on this version of Service Desk? Thanks, Pierre-Luc
Screenshot capture tool on Self Service Portal
Please consider implementing a screenshot capture tool on the Self Service Portal. I see this was recently added for submitting tickets to you all it would be great if we had the same feature.
Unable to assign department to a new user
Hi, I have created a new site and a new department. When creating a new user, I am able to select the newly created site. But when I do that I am no longer able to select the new department I just created. It appears I can either assign site or department but not both. Can you please let me know how to assign a department to a site and then ultimately both to a user? Thanks Vinay
SDP OnDemand API problem: attachment successfully added mut missing from Request
Hello, I'm using the REST web service API of ServiceDesk Plus OnDemand to create requests. I also use the API to upload attachments after the request is created. My problem is that even though I receive a success message stating that the attachment was successfully created, it does not appear when I view the request. URL: https://XXX.sdpondemand.manageengine.com/api/json/request/25/attach?authtoken=4dbc3150d5b4b3595d9cc4f0a47d5d3c&scope=sdpodapi&OPERATION_NAME=ADD_ATTACHMENT HTTP header field: Name:
Help with Asset Import CSV - Format for date column
I've imported several workstations and printers from our old inventory management software. Everything appears to come over, except any dates (ie. Acquisition Date, Warranty Expiry Date). I selected the columns for these dates in the drop down prior to import, but they still show as blank. Is there a specific format this needs to be in? Currently this is the format I have: Product Type Asset Name Product Name Asset Serial No Acquisition Date Warranty Expiry Date Printer Printer A WorkCentre 1234
Create Business Rule with a match on Group
I need to create a business rule that matches on Group and on Request Type. However "Group" is not available as a selection, can this be modified so I can use group? Without it we end up capturing groups we do not want the business rule to apply to. Thank you, Erick Grimmer
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