Hi,
We have created support groups and added techs to them. We also set to send email to notify techs of incoming requests to the groups.
We have found that no email is sent to the technicians.
Can you give us a clue?
Regards
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Email notifications not sent to support group techs
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Re : Email notifications not sent to support group techs
Hello Antonio,
There
are two settings that has to be made for sending notifications when
a new request is added to the group.
1.
Notifications rules-->Technician notifications-->And check the
box next to "Alert group members by Email, when a new request
is added to the group".
2.
Groups-->Select the appropriate group-->And check the box next
to "Send notification to group technician(s) when a new request
is added to this group"
Please check if the above options are enabled and if not
please enable them and see if that works.
Thank
& Regards,
ServiceDesk Plus OnDemand Support
↧
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Re : Email notifications not sent to support group techs
Hi,
1. Already checked.
2. Cannot find that option on Groups
Please give me the complete path.
Setup-->Organization Settings-->Groups-->"affected
group"-->no "Send
notification to group technician(s) when a new request is added
to this group" option available
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reply/forward mail request id is in the subject but system create new request
sometime when reply/forward mail (request id is in the subject Ex. RE: Request ID :##1176## : RE: reset vpn
) Why system create new request?
↧
Re : reply/forward mail request id is in the subject but system create new request
Hello,
Please provide us
with your contact details as an email to our support email address
sdp-ondemand-support@manageengine.com, so that
we can have a call to check on this issue.
Thanks & Regards,
ServiceDesk Plus
OnDemand Support
↧
↧
Re : Single Sign On Connection with Azure AD
I would like to see your procedure on how you got single sign on with
azure to work with service desk. Can you please email me at
joshualhopkins@outlook.com ?
Thanks
Josh
↧
Re : Single Sign On Connection with Azure AD
Hello Antonio
,
Could you please message me your procedure on how you got single
sign on with azure to work with Service Desk Plus On-Demand? chris.middleton@brandontrust.org
Kind regards,
Chris
↧
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?
↧
Re : SSO COnfiguration
Hi Alan,
I have attached a PDF and the powershell script to help you in configuring AD FS 3.0.
Thanks & Regards,
I have attached a PDF and the powershell script to help you in configuring AD FS 3.0.
Please check and
do get back to us if you need any further assistance.
Thanks & Regards,
ServiceDesk Plus
OnDemand Support
↧
↧
Re : Email notifications not sent to support group techs
Hi,
We had a blank spam rule on the email configuration and that was the culprit.
Alerts now working.
We had a blank spam rule on the email configuration and that was the culprit.
Alerts now working.
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Re : reply/forward mail request id is in the subject but system create new request
Please contact tuangporn@sritranggroup.com
↧
Using API to create incident
I am trying to use API in order to create an incident within On-Demand
Service Desk. I have created simple HTML with form element and a submit
button. This is the attached file submit_form.txt and it works well.
Incident is created with parameters specified in INPUT_DATA element - as
it is described in On-Demand WIKI.
That simple HTML does not offer returning a proper response to
user, so one needs to use JavaScript and XMLHttpRequest. Attached file
submit_js.txt is showing the same form, but this time submit is
carried out by JavaScript function so response can be presented to the
user. Every parameter is the same, but this time incident is not
created. Response from the server is this:
{"operation":{"result":{"status":"Failed","message":"Invalid
api URL (or) incorrect value for OPERATION_NAME","error_code":4001,"input_field":"OPERATION_NAME"}}}
Any help is appreciated - thank you ![]()
↧
Re : Using API to create incident
After playing around I realized my JavaScript code was not complete.
Line of code that was supposed to send form-urlencoded data to server...
was sending nothing ![]()
For the purpose of example, that line should look like this:
xhr.send("authtoken=token&scope=sdpodapi&
OPERATION_NAME=ADD_REQUEST&
INPUT_DATA={operation:{Details:{REQUESTEREMAIL:some@email.com,
SUBJECT:TestAPI,DESCRIPTION:Testing,REQUESTTYPE:Incident}}}");
This is all one line but here it looks better if broken in several lines.
That line is now working and sample incident is created by using
JavaScript ![]()
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Apple App Crashes When Trying to Select Category on Ticket Creation
When
we try to create a new request on the Apple App
(ServiceDesk
Plus OnDemand version 4.3.3)
the
program crashes and closes after you try to select a Category for the
ticket. I have tried it on multiple iPhones and also on the iPad and
get the same result.
↧
Probe Still Says yet to Scan
Hello,
I have installed the probe on my windows 8 laptop. I have
registered it and set it to do a domain and a network scan. For the
domain, what is the username format that should be used? Either way.
The probe says that its checking in but when I schedule it to scan
nothing happens. The network scan and the domain scan have the little
exclamation mark that says "yet to scan"
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OnDemand API and URL Encoding
API requires URL Encoding of parameter values. I tried doing this and
saw that not all special characters are accepted for incident
description. Main example would be newline (%0D), but there are other
characters as well. In such cases I get an JSON_PARSE_ERROR with
error-code 4001.
Any insight is much appreciated ![]()
↧
Re : Probe Still Says yet to Scan
Hello John,
Thank
you for the time during the call.
As
discussed, we had restarted the probe and the scan was initiated.
Once the scan is complete, you should be able to see the assets. If
you face any issues, send us
an
email to our support email address
sdp-ondemand-support@manageengine.com
we
will be glad to assist you further.
Thanks & Regards,
ServiceDesk Plus OnDemand Support
↧
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Re : OnDemand API and URL Encoding
I don't know what exactly happened but now it is working ![]()
Yesterday I also tried \n to have newline, but it did not work
for some reason. Today \n works and creates newline character in
description. Further testing and searching showed that parameter
value should be encoded like this:
encoded_value=encodeURIComponent(JSON.stringify(parameter_value));
JSON.stringify creates \n from newline that is entered by the
user within HTML form. Then one needs to use encodeURIComponent to
get URI encoding before submitting to server.
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Re : reply/forward mail request id is in the subject but system create new request
May I ask what is the solution. I have the same problem
↧
Re : reply/forward mail request id is in the subject but system create new request
Hello Michael,
Please provide us
with your contact details as an email to our support email
address sdp-ondemand-support@manageengine.com,
so that we can have a call to check on this issue.
Thanks & Regards,
ServiceDesk Plus
OnDemand Support
↧