Custom Fields not populating with default value
I have an additional field defined as type pick list with values Yes or No. The default value defined is "No" however when new incidents are created they are not receiving the default value, they are blank. Do I have to make the field mandatory on the template/form for it to populate a default value? That is the only thing I can think of, we were hoping to not make it mandatory as some of our group needs to use this field and others will not but we always wanted new incidents to be created with a
Both First Reponse and SLA Violated
What does it mean when "Both First Reponse and SLA Violated"
Importing csv ?
I created a CSV from our google apps list and tried to import it in sdpondemand and get a File format mismatch error. I assume there is a certain syntax/formating for the CSV ? where would i find this ?
Add CC After Ticket is Created
Hello, Is it possible for an end-user to add CC users on an e-mail reply after a ticket has been created? For example, a user creates a ticket in the web application and then later replies in their e-mail application to an email from the technician. If the user adds CC addresses, is it possible to make those addresses flow into the "e-mail IDs to notify" field in the existing ticket?
SDP Online - Changing topics in solutions
Guys, How can we change the topics in solutions to customize then according to our own topics:
View tickets CC'd on
Is there a way to allow users who were Carbon copied on tickets to be able to view those tickets? Also, is it possible to allow Regions to be another security level above sites? So that multiple sites can be added to a region and then assign the Region to a user so that the user can see all tickets assigned to that Region? Right now, Region doesn't seem to do anything.
Edit Login Name and Email for User
Is there any way to edit a user's login name and email address?
Scheduled report export straight to csv
Hi, I'd like to know if there is any method to export scheduled reports straight to csv. As a user of the web client I can only find an option to send reports to a given email address. However, I need to import the CSV to different system and therefore an email attachment won't do the trick. The data exporting feature won't work either since it has to be done manually every time. Thank you!
Notifications only for requests via email
Hi, is there a way to stop SDP on demand from sending notifications to a requester when the request is manually created by a technician because the request was placed over the phone? For instance if the request mode is "phone call" no notifications are sent. Thanks, Pierugo Mazzaccheri
How to delete groups being used by a module?
I need to delete a few groups in service desk but it reports that are being used by a module and cannot be deleted. I've spent some time going through each option in settings trying to determine what has to removed in order to clear the module usage but can't figure it out. How can I tell which areas need to be cleared of the group references so they can be deleted? Message - Group is being used by a module. Hence cannot delete it.
Exporting Comercial Rules
Hello All, We need to separate ONDEMAND portal in 2 diferents portal, we have about 200 comercial rules that need to be migrated for the new portal, we don't find any tool to do that, it's possible?? Rgs, Roland
Cannot see the remote control button in a role despite the roles assignment
Hi, In SDP On Demand, how Can I create a custom role with remote control permission? Also, although I gave a "custom role I created + SDRemoteControl" ... this didn't work ... I've tried "custom role + SDRemoteControl + SDAssetManager" ... this also didn't work.... and I cannot give them SDAdmin role .... so can you please tell me what am I missing or if this is a bug?
Integrating SDP On-demand with OKTA via SAML
Hello I was hoping someone could assist me. I'm wanting to integrate SDP On-demand with OKTA via SAML I was wanting to know what configuration changes I would need to make within SDP On-demand to enable SAML. When I try to configure the OKTA admin console I get the error "you are not SAML enabled in Manage Engine" Regards FM
Why can't I create Query Reports?
Running SDP On-Demand, and I have all the power...
When printing, approval status does not show up.
Hi When techs have to print a ticket and show it to a supervisor, the approval status does not show up, (the tech has to go back to his/her desk to check manually the ticket) Is there any way to get the approval status on the ticket when it gets printed? Thank you
when printing a ticket all conversations show up
Hi For some reason when i try to print a ticket to see the description what the user wrote i must choose to print conversations as well. If i choose that option then all the automated system emails print as well which we dont need and probaly no one wants to see. Is there an option to just print tickets details WITH the descriptions and not the automated emails. Thank you
ServiceDesk Plus OnDemand Enhancements and Fixes
Dear Users, ServiceDesk Plus OnDemand brings to you a bunch of enhancements & fixes in today's update. Read on to know what they are from the What's New page : https://ondemand.manageengine.com/service-desk/whats-new.html Kindly do check out these enhancements and please let us know if you have any questions. Thanks & Regards, Saravana Balaji .S ServiceDesk Plus OnDemand Team
Customer Feedback
Hi, Is there a feature in ServiceDesk for customer feedback and how can I enabled and use it. Thanks, Leo
Business Rule to change status is not applying
Attached is a screen shot showing a business rule I created to change the status of requests to "On Hold" if they of request type "Feature/Request". We want this to be placed on hold so they can reviewed by management for each department at a later time. The rule seems to work intermittently and I haven't been able to determine why it would work for some requests and not others as they all seem to fit the defined criteria.
Asset History
Hi Is there any way you guys can add in the asset module some work history fields i.e. a printer needs service; so we will be able to 1)put in a date field 2)description of the work that was done 3) which vendor 4) cost and finally maybe a link to the request and PO that was created to fix the printer. Thank you
Change Requester using Comercial Rules or Similar Tools
Hello, We have an integration between a mobile tool, with ON-Demand Manage Engine, but the from sender from e-mail is the same. We have make a default customization in the subject from e-mail, and we can use this customization to set rules. It's possible? Rgs,
Incident Templates - field and form rules
Is there any options like the ServiceDesk Plus to be able to have Field and Form Rules for Incident Templates?
SDP On-Demand - source IP to allow SMTP traffic through firewall
We have just moved from Exchange 2003 to Exchange 2010, and outgoing (SMTP) mail is not working from the SDP On-Demand application. We need to open up port 25 on our firewall so the application can talk to our Exchange 2010 server, but would like to lock down the firewall access to either a single IP or a block of IPs as used by the SDP On-Demand servers. Is is possible to get a note of these addresses, so we can get this working? Thanks Doug.
SDP On Demand version removing technicians
Hi what is the best way to handle when a technician leaves a company ? Should we Removing the technician name completely ,or does this have some impact on the tickets he was/is working on Convert him to a normal requestor or is there some impact on existing tickets ? Thanks Rik
cancel a request approval
Hi How can i cancel an approval once i configure the approval stages for a Service Request, I tried every option and it doesnt let you (once you click save configuration) Thank you
Rest API
I notice that a Full-Fledged REST API for all modules has been in planning for about a year now - is there any progress on this? API functionality for a cloud based application is very important. If you have any further information on when the REST APIs might be available?
Administrative Rights
I want to give my Helpdesk manager access to create the ticketing system and modification but I do not want him to be able to modify the user access or see the other modules I might buy like the Purchase Ordering or other modules. Thanks Ken
Add column chooser to project view
The project view in service desk doesn't have a column chooser option. The request and problem areas in Service Desk are two areas I can currently choose the columns I want to show in the main view. Can you please add a column chooser option just like the other areas of Service Desk into the Project view? Thank you, Erick Grimmer
Create Companies and segment users, support contracts and SLA's
Hello support! I have 3 clients and would like to group users for company. Is possible create client companies and segment users, contracts and SLAs for each company? Regards, Flávio Lopes
Update request via e-mail / answering e-mail
Hello support, good afternoon! I would like to enable to my customers the ability to answer the email update called and attach it to answer the request in portal / UI. When my client receive e- mail with the request of the update in the mail , you can answer via e- mail even if this response will be added to support request. Regards, Flavio Lopes
Importing Request - Date Field
Hello, all... We are including request by import data, but the fiel Date could not be fixed in the rirght value, it set the date where was imported, not when the request being make. Help, please.
How can I assign remote control permission to an account?
Please help! Thanks,
Assign Tasks via Round Robin
Hello, I am wondering if there's a way to enable auto-assign of tasks in a round-robin fashion, similar to the way incidents are auto-assigned. If this is not a feature currently do you know if it has been requested as a feature?
Issues With notifications
Hi, I've just provisioned a site for ServiceDesk Plus On Demand Standard with the intention of upgrading if it works for us. The Issue I'm having is that notifications don't seem to be working correctly. As configured in the portal I get notifications when requests are created as I've specified ' Alert the following Technicians by Email when a new request is created' and entered my email address so I know the email server config is working and I can also create requests via email so it’s fetching
Merged requests disappear and cannot be found on SDP On Demand
I searched your forums for this issue and found https://forums.manageengine.com/topic/merged-requests-disappear which relates to Service Desk Plus (on site install). It states that there was a patch for it back in 2013. In our case we are using your Service Desk Plus On Demand service and the same thing happens when we merge a request with another, the child requests are deleted completely and cannot be found when searched at all. This causes a problem when someone references a previous request
Features request for better Windows 8 experience on SDP on-demand
Hi, We are test driving on-demand and notice some actions do not work properly on Internet Explorer 11 App. Please improve compatibility as there are many new low priced Windows 8 tablets being sold. I would like also to suggest designing Windows Start Menu Tiles for SDP on-demand. Please follow this url as it would be a massive improvement: http://www.buildmypinnedsite.com/en I also integrated with Azure AD, ADFS and Office 365 for SSO. Please contact me if you would like to know the procedure.
iPhone app - possibility to view solution base?
Hi. Are there any plans to include the solution base in the SDP On-Demand iOS app? The ability to see own cases and so on is great, the app would be fantastic if it supported the possibility to search the solution base when visiting a customer for instance, out of office. And without the need to logon to the browser solution... Keep up the good work, you're products are simply fantastic. Best regards Terje Gabrielsen
PO approvers to see attachments
Hi When our supervisors/budget people get a PO to approve we must have a handwritten PO as well that is scanned and uploaded as an attachment to the PO, But when they get the approval they dont see any attachments that were uploaded to the PO. Please Advise Thanks as always..
Planned maintenance of our Data Center: December 23rd 2015 to December 28th 2015
Dear customers, As part of our annual network maintenance, we will be upgrading our primary data center infrastructure this month. This maintenance is scheduled to run from December 23rd 2015 to December 28th 2015. As a SDP On-Demand customer, you can continue using our service during this period. We do not expect any service disruption as our service will be served from a secondary data center, while we carry out the upgrade on the primary. We will post an update on this forum once the infrastructure
Technician Edits
Please allow Technicians to edit their posts. You can allow edits up until the time the case is closed...and then lock it down.
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