Keyword Search
Hello, I'm looking for a way to scrub an email that comes into the service desk that creates an Incident look for keywords such as "Spam", "Phishing", "Virus", etc... and have the service desk automatically categorize the email and perform some other functions. Is this possible? Thank you!
Request Collaboration
Dear Customers, In order to help technicians who are working on the same request to keep track of all the request-related activities, we will be introducing the Request Collaboration feature for ServiceDesk Plus OnDemand. Technicians will be instantly notified of each others activities through a float notification in the Request details page. As a heads up before this feature release, you can refer to the below screenshots for a quick preview on the feature and the options that will be introduced.
July 27 - Updates - Have ideas
Solutions I am the admin of our solutions. It would be great if I were notified of comments added to a solution. (I didn't test to see if this occurred or not.) Broadcast Message I have my techs in IT Groups. I would love to be able to send out a broadcast based on these groups (in addition to just Technicians and Requesters). Would also like to be able to setup either a business rule or form rule using the broadcast message. My Pending Requests and Tasks While I now do see tasks under this option
New Update
Hi guys, The new update is great, and I am loving some of the new features. The one I don't like is, all call logs are minimised when opening a ticket. Is there any way to leave them maximised?
Disable auto-replies
We receive email from Azure and other 3rd parties that are informational, and generally come from a "do-not-reply" email address. This causes issues with bounce-backs, and having multiple replies logged into SDP. I have tried editing the Business Rules, but there is no option to disable auto-replies for these kind of email addresses. Is there any way around this? I know this is possible with SDP on-prem, but I can't seem to find the options in SDP OnDemand.
Manage Engine SDP On-Demand technical issues
Hello We have been experiencing a number issues with SDP on-demand today. It has been incredibly slow and we receive the attached error messages "internal error - server connection terminated" with performing various functions such as assigning requests, addiding notes and clicking the notifications button. Is anyone else experiencing similar issues. Thanks
Customize Task Form
Is there a way to customize the task form like you can on the Incident form? There are a lot of fields that are not relevant that just take up space that I'd like to remove. Thank you
Bulk Edits
It would be great to be able to change the Requester when doing bulk edits. Right now doing some clean up for a duplicate requester entry and having to go through each incident individually to do this so it's taking a while to get done.
Incident Last Update Calculation
Good afternoon, We are trying to determine how the calculation works when updating an Incident? When we send an email from the ServiceDesk to the user, it does not show the last time the Incident was updated as the time the email was sent to the user. Nor does it do it with adding a work note. Is this only updated when you start/stop the timer on an Incident?
Custom Function - Information or documentation?
I noticed under Tasks and other automation areas there is an option for Custom Functions. Is there documentation about creating and working with these somewhere? I looked in the Knowledge base and didn't find anything when searching on that.
Incident Form Rules not working as expected
Hello, I'm trying to create a rule when an incident form changes the Category and Subcategory it shows three fields. I've tried to use show or enable to get this to trigger and it does not seem to fire. ================= Conditions ModeisE-Mail ANDCategoryisHR ANDSub CategoryisOnboarding-HRrequest Actions Show FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number Enable FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number
ServiceDesk Plus(Cloud) Masterclass
We're delighted to announce that, starting July 25th, we'll be conducting a free, six-part training series on the major modules in the cloud version of ServiceDesk Plus. This ServiceDesk Plus Masterclass series is designed to help you make the most out of ServiceDesk Plus and implement ITSM best practices to improve the productivity of your service desk. Here’s a brief look at some of the upcoming sessions: Date Topic CTA July 25th Service catalog: Showcase your IT services Register now Aug.
Mobile App not scanning barcodes
Currently using an iPad with IOS 11.4 as well as an iPhone and it just sits and says scanning at the bottom. Doesn't matter what kind of bar code I try to scan it doesn't do anything.
Custom Email to Requester
Good morning, Is there a way to create a custom email to a requester that's based on certain criteria that selected when creating an Incident? Not the generic email sent letting them know an Incident has been created for them. Thank you
Asset - Scanned Software Reporting?
I'm not sure if this is an issue, procedural, or an actual request. If I go into Asset - Scanned Software, I can search on a particular Software or Manufacturer (perfect). I the click on the result which gives me a indepth list of the software (where it's installed, versions, a graph, etc.) I'd like to export that data then to a PDF or Excel sheet (I'll take anything). It doesn't appear that I can do this from this screen/search. If I look under reporting - software, I can do by manufacturer, but
Default incident template in od app
If in the self service portal settings the option to disable the default template for requesters is disabled it removes it from the template list on the app. The issue i have is that I am forced by your system to have a default template that is visible to the requester (in on premisis version i could set it to technican only). If I leave it visible, when in the web browser & they click new incident it will take them straight to the default and not the list of templates. Note this only occured since
Outlook Add-On
Is the Outlook add-on only available to Office 365? We have Outlook 2013, and if it is available, where can I download the add-on from to install and test? I am running on-demand as well.
User unable to login to the portal
Hi all, Please assist, User is getting "You are not a registered organization user" error when she tries to login to the system. I have checked if she is enabled to login and yes she is but she is getting the error. Not sure if we have reached the login count on our OnDemand account, the admin email address is cjardim@growthpoint.co.za.
Deleted main technician with org admin privilege access
I accidentally deleted my access as the main technician and have lost all administrative access. Are you able to help reinstall my status ?
Planned maintenance of our US Data Center: July 7th, 2018 – 7:30 PM to 10:30 PM PST
Dear Customers, We have planned a network infrastructure upgrade on our primary data center in the USA on July 7th, 2018 from 7:30 PM to 10:30 PM PST. This upgrade will help us support our expanding server farm more efficiently. During this upgrade, we will be switching ServiceDesk Plus OnDemand to our secondary data center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, please let us know
Difference between the Probe and using the Scan Script
During the user conference they brought up the Scan Script option. This runs at workstation logon and then uploads the scan directly to Service Desk Plus, only needing an internet connection. We are currently using a daily probe to scan our workstations (mostly laptops). I'm curious, wouldn't the Scan Script work better for us and be more accurate? I'm thinking you'd want to utilize the Probe for items that are guaranteed to always be on the network (Servers, printers, desktops, etc.) Am I thinking
Outstanding tickets?
Is there a way to trigger an automatic report to technicians when a call has been in a certain state for a period of time? Ideally after a period of say, 5 days where a call has not been edited an alert or trigger will happen where the Tech is informed, the status changes. Can this be done in a report as well?
Change timezone in Scheduled reports?
Problem: my scheduled reports are in PDT What I have done :personal setting and organization in EDT
Moving OnDemand Service Desk Plus to Azure AD
Hi All, Does OnDemand service desk plus support Azure AD, we want to move the OnDemand service desk plus authentication from ADFS to AzureAD. Kind Regards, Delisile Mzila
OnDemand running really slow.
When trying to browse, we are hanging up, or updating and/or saving tickets. It's taking 30 seconds to a minute to save. I've verified with the OnDemand status site that everything appears to be up. Is a large upload occurring?
Information and Warranty in Dell servers and workstations
Hello, I have DELL in almost all of my servers and workstations. If I know in SDP the service tag of the workstation or server, why I can't download the server or workstation informacion and warranty to the SDP asset? Need to configurate something that I miss?
Contract Value - Billable Hours
Is there any way to mark few Sites as Billable /Non Billable or any way to put a contract value with particular Site / Department (So that I can track how much time is spend and out of that, how much i can charge)
Custom field looses value
Hi, we are using custom fields to enter quotation prices and repair costs. This way we can compare the total quotations price compared to the repair cost and calculate our profit. The problem we encountered is that some incidents loose the values of this custom fields. This is a major issue since we used this report to calculate the annual bonus of our technician. Now we cannot trust these results and have to check every incident manually. Is this a known issue and is there a solution?
Fetch Mail from Multiple Mailboxes
Is there a way to fetch mails into Manged Engine from Multiple Mailboxes? For e.g. in Shift 1 (9am- 5pm) mails will be fetched from X Mailbox and in shift 2 (5pm - 10pm) they will be fetched from Y mailbox
Qualification SDonDemand
Hi Sriram Please advise on which qualification or what course do I need to take if I am a technician?
SDPOndemand running very slow
Guys, Again it is running really really slow. Almost to unacceptable levels. Apparantly we are not the only ones noticing it. I just let you guys now yesterday... and i noticed this for a while already (few weeks) that SDP is getting remarkably slower. Yesterday they restarted a service... i'm starting to worry that it is not a service that is slowing things down, maybe it is just the lack of sheer CPU and memory power that is needed... Come on: do something serious with this, because is is not doable
SDP Running Very Slow - Again
It's almost like this is becoming a weekly occurrence. I checked the site: https://status.manageengine.com/ Performance has been jumping between 159 ms to 220 ms with everything else showing "operating normally". However, we are either timing out, or hanging for up to 30 seconds before the screens change.
SDPOD_MiniAgent.exe detected as Trojan:Win32/Azden.A!cl by Antivirus
I have just updated our current probe to the latest release, and now we are getting alerts regarding a Trojan. I am assuming this is a false-positive being reported in the Windows Defender Security Center, but I would like to know if anyone else has received this since the last probe update?
Import from Azure
I tried to import some users from Azure this morning, and I had the option available. I then tried to do the import, but it came-up blank. I then refreshed the page, and now the option to import from Azure is no longer available. No changes have been made to our Azure or Zoho environments, and there is nothing showing in the logs to indicate any changes. I have also checked our Azure setup, and the SDP/Zoho settings have not been changed.
SDP On Demand running very slow
Trying to search on a request, or just adding a new request. Taking up to 30 seconds to save it. Tried to verify status of ondemand, but that site isn't coming up either currently: https://status.manageengine.com States that the pages can't be reached.
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts for them in AD. Sean Vincent British Antarctic Survey UK
How to create a custom view for a specific user/requester?
I need to create a view of requests for a specific user based on a condition. That view will be accessible for only to that particular user
Remote control doesn't work.
In SDP OnDemand, if I open a successfully scanned asset, set the option to "do not prompt user" and click the remote control button, some machines never allow a connection. It just sits on that page for hours. Some work but take an unacceptably long time (a minute or more). Some do work fairly quickly. But if I go to assist.zoho.com I can start a session almost instantly with whatever machine I add to the list by running ZA_access.exe on the target machine. Now, I know that these two products are
Emails alerting techcnicians by email when a new request is created- not working
Hi, We have set up the support desk to alert certain technicians by email when a new request is created. This has been working fine for months, but seems to have stopped working since 10/04. All other email triggers are working as expected. We use Office 365 to send these emails. Is anybody else experiencing this or can help? thanks Gareth Parry
Form Designer Question
In form designer there are several spelling errors. I can't figure out how to correct them, short of deleting the fields and recreating them. Is there an option for this?
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