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Time Spent shows 0:00

May 4, 2015, 1:45 am
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Hi there,

I am new to SDP on demand. It is pretty cool and quite user friendly on UI.

However, I have got a problem on changing the "time spent"on a request.

I added the work logs and add some values in but the ticket still shows 0:00 in time spent.

Am I doing anything wrong ?

thanks,
Michael

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Re : reply/forward mail request id is in the subject but system create new request

May 7, 2015, 10:35 pm
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Hello Michael,

Dear SDP Team,

Thank you for the reply.

I have investigate this issue a bit more.

1.A request is coming in to the alias address support@

2.The technician take this case and escalate this to the right technician

3.An email is sent to the right technician but not with the alias email address. It is sent witch 1stline@

4.The technician received the forwarded case from 1stline@

5.Is now the technician reply to this (of course to 1stlin@ instead of alias support@) it open a new case in the support tool even the id##xxx## is the right one. 

When forwarding the request to the other group email id, SDP OnDemand will process the email and will create new request & set the group.

Instead of forwarding the request, you can very well change the group & technician for the request to set the right technician/group.


For better understanding on "Request/Ticket creation through email & conversations to the request/ticket" kindly refer to the below post :



Please get back to us for any further details or clarifications.

Thanks & Regards,
Saravana Balaji .S
SDP OnDemand Product Development Team
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Re : Time Spent shows 0:00

May 12, 2015, 7:24 am
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Hello Michael,

The Time Spent field shows the difference between the Created Time and the Completed Time, not the time entered in the Work Log. The time entered in the Work Log is Time Elapsed.

Please get back to us if you need any further assistance.

Thanks & Regards,
ServiceDesk Plus OnDemand Support
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Re : Probe Still Says yet to Scan

May 12, 2015, 8:24 am
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Main issue is that symantec firewall was blocking the probe.  Running the ADlogonapp.exe from the clients view script or GP made things much easier
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Send mail authentication failed

May 13, 2015, 6:07 am
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We have entered our incoming and outgoing mail settings but i keep getting an error message "Send mail authentication failed".  The username and password details are correct and i am trying to use SMTP (port 25) exactly the same as we use for our email client.

Any suggestions?
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Re : Apple App Crashes When Trying to Select Category on Ticket Creation

May 14, 2015, 11:57 pm
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We acknowledge this as an issue and it seems to be occurring when the category is set as mandatory. As a workaround, you can remove category as mandatory field and in the app you will be able to choose categories from More Fields section while creating a request.

We have now fixed this issue and will be submitting the latest app to the Apple team shortly, and it will take 3-5 days for it to get updated, once the latest app is released we will update the details here.

Regards,
Service Desk Plus On-Demand Support Team.
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Re : Send mail authentication failed

May 15, 2015, 12:15 am
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Re : Single Sign On Connection with Azure AD

May 15, 2015, 4:04 am
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I too would like to know how you accomplished this.  I'd rather not setup Federation since that is on the way out anyway. We're trying to use Azure as much as we can.  
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SDP On demand - CMDB issues

June 5, 2015, 2:34 am
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Hi SDP team,

I'm currently testing SDP On-demand. First of all, i was absolutely gobsmacked by the fact that the on demand version has a completely renewed interface, while on the forums a thread has been locked regarding the renewed interface of the on-premises version. A post that is more than a year old...

To the point, currently in the SDP On-demand version i can only add the following:

  1. Access Points
  2. Printers
  3. Routers
  4. Switches
  5. Workstations
  6. Non-controlled workstations
  7. Servers
  8. Projectors
  9. Scanners
  10. Keyboards
I would like to add: 
  1. Monitors
  2. Storage (SAN/NAS)
  3. Firewall
  4. Network controllers (various)
  5. Speakers
  6. Mouse
  7. Payment terminals
  8. Peripherals (various)
  9. etc...
In the current on-premises version (enterprise) this is rather easy, i'll simply add them in the CMDB. 

Can i do the same in the on-demand version please (crucial for us).

Thanks 


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Re : REST API: How do I add "problem"

June 8, 2015, 4:42 am
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Where can I find an API sample of how to add request with json data?

I already succeed to get all requesters by 
POST to http://sdpondemand.manageengine.com/api/json/requester with the data authtoken=574db2c054a0a4da05ddc488945bfaab&scope=sdpodapi&OPERATION_NAME=GET_REQUESTERS

but adding a request fails all the time with "HTTP Error 400: Bad Request"

Where can I find a sample of good request with json parameters?

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Re : REST API: How do I add "problem"

June 8, 2015, 8:49 am
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Hi Arik,

Kindly let me know the product you are using, whether Servicedesk on-premises or ondemand so that I can direct your requirement to the right team.

From what I see on your post it seems to be Servicedesk ondemand but please confirm so that we will be able to assist you better.

Regards
Charles
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
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Re : REST API: How do I add "problem"

June 8, 2015, 10:41 am
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Hi Charles,

Servicedesk ondemand  indeed

Regards,
Arik
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assigning roles

June 19, 2015, 4:30 pm
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I created a new role which I have to assign to certain techs.  My issue is when I go to assign the role, it does not show up at the bottom.  I have SDadmin, SDAdminsite rights.  Can somebody help me?


Thanks

Gunnar

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Re : assigning roles

June 22, 2015, 8:06 am
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Hi Gunnar,

This operation can be done only by a technician who is an Org Admin. Please goto Setup-->Users & Permissions-->Users-->Technicians, right next to the technician name there will be a Blue Star, this technician is an organization admin.

If you would like to have Org Admin privilege, the already existing technician with org admin will be able to provide you with the role by going to Setup-->Users & Permissions-->Users-->Technicians, click on your name and under roles check the box organization admin and click on Save.

Let us know if you need any further assistance.

Thanks & Regards,
Ram
ServiceDesk Plus OnDemand Support
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Re : SDP On demand - CMDB issues

June 22, 2015, 8:32 am
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Require approval for CR's

June 22, 2015, 10:22 am
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How do I require approval on change requests?  It looks like all of my tech's now can close change requests without it being set to approved. I've seen forum postings from many years ago requesting this but I can't see this feature implemented anywhere.  This is not ITIL compliant which is a marketing point of the product.


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Network scan

June 23, 2015, 7:12 am
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I am trying to run a network scan and I am having some problems with it. It runs a simple scan and very basic info is written into asset inventory. I can see basic info for workstations that probe collected on given network range. However, it fails to collect detailed info by pushing SDPOD_MiniAgent onto the workstations. Account used for scanning is configured to be a local administrator on any machine within domain - this is configured on a domain controller. Here are relevant lines from probe's log:

23.6.2015. 14:59:27: [26] Last Error : 5 message : Access is denied
23.6.2015. 14:59:27: [26] Credential is invalid for 10.202.11.136 Connection Error : 5. Last Error : Access is denied
23.6.2015. 14:59:27: [26] Scan failed for : sva-cliinfo-mja.hzpp.hr Error Code: 12024, Connection Error : 5. Last Error : Access is denied

But... everything works fine when I go to specific computer and locally add account to administrator group. On the same machine I get nice result in log file and of course - all detailed information is written into asset inventory (hardware, software, etc.).

Obviously I am missing something.
Any help is appreciated 

Thank you!


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Re : Network scan

June 23, 2015, 7:19 am
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Hello Branko,

Please provide us with your phone number and suggest a convenient time, so that we can have a remote session to check on this asset scan issue.

Thanks & Regards,
Ram
ServiceDesk Plus OnDemand Support
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Re : Network scan

June 24, 2015, 5:32 am
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I left you a private message with all the details.

Thank You,
Branko
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Re : REST API: How do I add "problem"

June 24, 2015, 9:08 am
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