FAQ
Unable to import users: using the provisioning tool
The following are the possible causes you are not able to import users into the application Error: Invalid username or Password: In the username field you need to provide the distinguished name of the administrator. e.g., ...
Unable to add users : Email address already exists
When adding an user if you get the error email address already exists, please goto Setup-->Users and Permissions-->Requesters and us the search option to search for the email address as per the screenshot below, Do the same in technicians page if ...
Unable to scan assets
There are few basic requirements which needs to be met in order to scan assets successfully. Refer to the following link for the basic requirements that needs to be checked in your environment, https://help.sdpondemand.com/scan-related If you are ...
Mail Sending Failed
With regards to mail sending failed. Please goto Setup-->Data Administration-->System Log and check if you have any error message for Mail sending Failed. Error: Could connect to SMTP host via the port The host seems to be unreachable via the ...
I am an Administrator and want to change a Requester/ Technician’s login email address in the application.
Login to the application with the current Super Admin credentials. In a separate tab of the browser open the link: https://mail.zoho.com/cpanel/index.do Click ‘ User Details’ on the Left Hand Side Click on the name of the user whose details you want ...
I have configured the Custom Domain but when I use it to access my helpdesk, I get a certificate warning. What should I do?
The HTTPS mode will not be available for custom domains by default due to certificate issues. If you would like to access your custom domain in HTTPS mode, we will be able to apply a SSL certificate for your domain free of cost. . Once the ...
Users get the ‘Account is disabled’ message when they try to login to the application. How can I resolve this?
Please follow the below steps, Login as the administrator. Then open a new tab and visit the following url: https://mail.zoho.com/cpanel/index.do Click on User Details to view the users list. Under the status field next to the user name, check ...
Out of office emails seem to be creating tickets in the application. Is there a way to stop this?
You need to configure the Spam Filter Settings in the Mail Server settings to exclude certain emails from being created as tickets. Please goto Setup-->Mail Settings-->Spam Filter. Define a rule on selecting Criteria from the drop down list and ...
Probe issue
Basic Requirements There are few basic requirements for the probe to successfully scan workstations. Please make sure that the below given requirements are met for each of the target workstations. Windows Machines Remote Registry service must be ...
Mail fetching issue
If you are facing any issues with fetching emails into the application, follow the steps listed below after logging into our service: Goto Setup-->Mail Settings-->Mail Server Settings Click on Stop Fetching. Now click on the Save button at the ...