Under a 10-technician license, the upper limit is only 10 technicians.
Using the provisioning tool, you can import users into the application.
Follow these steps to resolve this issue:
Log in n as administrator.
Goo to https://mail.zoho.com/cpanel/index.do
Click User Details.
If the status field next to the username appears grey, click the
field and enable login by using the Admin password.
If it's green, check whether the user is listed under Setup ->> Users& Permissions > Requesters.
If the user is not listed, click te Import Users>> Import
Users from Zoho Business.
If the usetr is is already listedn, check whether the Login Field value is blank and enable login for the user.
Goto Setup>>Users & Permissions>>Users>>Technicians. Locate the user and select the Change as Requester check box.
Yes, certainly. We call that a requester Department Head. Go to Setup>>Users & Permissions>>Users>>Requesters. Select the requester and select Show all their departments requests under the Requester allowed to view section.
When you delete a technician, all closed Requests, Problems, and Changes will remain assigned to the technician . Requests, Problems, and Changes in any other status (resolved or open) will move to the unassigned status.
Yes, it is possible to deactivate the technician's account. Go to Setup>>Users & Permissions>>Users>>Technicians. Edit the technician to remove the login and save.
To know how to define access permissions in ServiceDesk Plus, refer Configuring Roles.
If you haven?t created additional fields for requesters, go to Setup>>CustomizationAdditional Fields and choose the Requester. Please click here for more details. Once created, you can run the provisioning tool and under the Attributes tab will be listed the additional fields you created.
Specify the AD attribute that must be imported. When the provisioning tool runs, the corresponding values will be imported into the application.
In ServiceDesk Plus OnDemand we have two options to send out SMS notifications from the application.
To notify users with SMS gateway, obtain SMS mail ID from the service provider. Then, go to Go to Setup>>Users & Permissions>>Users>>Technician. Edit the technician and add the SMS mail ID.
Currently, the SMS will be sent only by e-mail; the SMS ID will be configured as the technician's mobile number (say 9840842143@serviceprovider.com). The notifications will be sent to the mail ID, which will in turn be converted to an SMS and sent to the technician's mobile number.
Note: For SMS to work, the service provider should have the facility to send SMS from email.
To know about SMS gateways, click here.
When you import users from Active Directory, users, technicians, and requesters will be imported under Setup>>Users & Permissions>>Users>>Requesters. To change the requesters to techniciansclick the Change as Technician icon next to the requester's name
Go to Setup>>Users & Permissions>>Users>>Technicians. Select the technician, click Actions>>Change as Requester. From the list view, choose the technicians to change as Requester. Click Actions tab and select .
In the ESM directory, click Users, select the user and click Change Password.
Scheduled Reports: All the reports, including the private reports, scheduled by the technician are visible to the SDAdmin.
The technician will be disassociated from open projects.
The associations will still be shown in the Change across that user under all roles. If the corresponding role is edited, the deleted technician will not be shown anymore.
Since the login is completely removed, the approvals cannot be viewed.
Closed problems will only be associated to the technician and others will move to Unassigned Status.
The Asset will be switched back to In Store status.
The owners will still be retained for all the Purchases irrespective of the status.
Use Technician Auto Assign. This featurefollows the Round Robin Method or Load Balancing Technique to assign automatically tickets to available technicians. The techncian availability must be marked in the scheduler.If the technician is not available on the due by datet, the request is not assigned to the person.
Technician Auto Assign is executed after the SLA is applied to the request. If the site is specified for a request, the only the technicians associated to that site are considered. Similarly, if group is specified in a request, the technicians associated only to that group is considered.
Round Robin Method: In this method, the tickets are assigned to all the technicians in a circular order . This helps ensure equal distribution of all incoming tickets .
Load Balancing Technique: Technicians with the least number of requests will be assigned the request. If more than one technician has the least load, any one of the technicians will be assigned the request.
If the Do not assign technician before service request is approved is enabled, Technician Auto Assign is applied only after the service request is approved.
When Technician Auto Assign is applied to the approved service request, the operation is considered as Edit, so the technician is applied only to unassigned service request.
Unassigned service requests denote the requests that are not assigned to technicians even after the application of Business rules, category or default technician from the UI.
Yes, it is possible. Configure Technicians Groups to differentiate the two departments, as shown in the following steps. Let's say the two departments are HR and Admin.
Step 1: Create a dedicated mail box for both departments configured to their e-mail addresses (hrhelpdesk@abc.com and adminsupport@abc.com ).
Step 2: Configure your primary help desk e-mail address (helpdesk@abc.com) under Admin -> Mail Server Settings.
Step 3: Set up email forwarding such that any email sent to hrhelpdesk@abc.com or adminsupport@abc.com is forwarded to your primary help desk e-mail address.
Add the two departments as Groups under
Setup -> Users & Permissions -> Technician Groups.
Step 5: Add technicians to each group.
Step 6: Configure the Technician Group E-mail Address for the HR group as hrhelpdesk@abc.com and adminsupport@abc.com for theAdmin group.
Step 7: Similarly configure the Sender's e-mail address for both groups.
Step 8: Configure Roles (Setups Users & Permissionss Roles) for these technicians such that they can view only their group requests.
Note: Administrators (technician with SDAdmin role) will be able to view requests in all the groups.
You can also create a separate enterprise service management (ESM) portal and configure separate
configurations, technicians, and licenses. But in this case, the support email address will be different.
Organizing business rules defines the order in which they must be apploed on the requests and also ensures that there's no collision between the rules.
Scenario:
Let's consider the following business rules.
The changes in the business rule will not be automatically updated in the copy site. You'll need to manual update the changes under Setup -> Organization Settings -> Sites.
Configure your spam filter under Setup -> Mail server settings -> Spam Filter to stop mails that match a certain criteria from reaching your mailbox.
Go to Setup -> Automation -> Notification Rules -> Other Notifications and enable an alert for mail fetching.
The error details will be available under Setup -> Data Administration -> System Log.
Under Setup -> Mail Server Settings -> Mail Settings:
If the Problem connect to mail box, connection timed out message is displayed, make sure your firewall is configured to allow our IP addresses. Please refer to the below link for the list of IP addresses,
Go to Setup -> Data administration -> System Log and check if there is a
Mail Sending issues: Invalid Address: Failed Email address issue. , refer the following links.
https://technet.microsoft.com/en-in/library/aa997285(v=exchg.141).aspx
Also ensure that your firewall is configured to allow our IP addresses. You can refer to the below link for the list IP's,
https://help.sdpondemand.com/general-faq-s
Under Incoming Mail Settings
Server Name / IP Address -- outlook.office365.com
Email Type -- POPS 995 or IMAPS 993
Under Outgoing Mail Settings
Server Name / IP Address -- smtp.office365.com
Email Type
Under Incoming Mail Settings
Server Name / IP Address
Email Type -- POPS 995 or IMAPS 993
Under Outgoing Mail Settings
Server Name / IP Address -- smtp.gmail.com
Email Type
E-mail Command is used to parse incoming e-mails and set various request field values such as Category, Subcategory, Status, Priority, Level, Mode, Urgency, Impact, ImpactDetails, Item, Group, Technician, TechnicianEmail,
Requester, RequesterEmail, RequestID, RequestTemplate, RequestType, Site, Asset, Resolution, and AdditionalField labels. from the e-mail.
Select the Enable E-mail Command check box to activate this feature.
Any special character (@@, ##, $$, %%, &&, so on) can be provided as the Command Delimiter. The field values assigned between these special characters is assigned to the corresponding fields in the request form.
With the Email Command, you can create, update, close, and assign requests. The operating string for these operations are "Operation = AddRequest", "Operation = EditRequest", "Operation = CloseRequest"
Check if you have disabled the Accept emails from Unkown users option under Setup -> Mail Server Settings.
Configure notifications per your requirement under Setup >> Automation >> Notification Rules >> Junk Notification.
No, users must log in to view solutions.
Yes, technicians do not receive pickup notifications.
Edit the default reply template under
Setup >> Templates & Forms >> Reply template.
Enable the Send email when an application error option under Setup >> Automation >> Notification rules >> Other Notifications and specify the technicians who must be notified.
Enable survey under Setup -> User Survey. You can configure the default messages and also define how often the survey must be sent.
No, users must log in to view solutions.
Yes, you can by clicking the Send Survey for this Request option under Actions.
If you have purchased a multi-language license, first configure the various languages under Setup>>User Survey>>Define Survey>> Survey Translation.
The end user can choose from the Display Language drop down and take the survey.
7 days from the date on which the survey is triggered.
Click Edit. Deselect the Category name not for further usage check box.
Go to Setup -> Customization -> Helpdesk -> Category. Click the Tree View in the right corner to view all categories, subcategories, and items in a single location.
Ensure that there are no requests assigned to the category. Either re-associate all the requests to a different category or delete the requests completely. The category will now be removed.
Data Archiving is a process of moving old and unused requests from an active database to a separate storage state in a regular basis.
Go to Setup >> Data Administration
You can view them on the Request tab. Click Archived Requests button from the drop down list on the left corner.
You can conduct a search for the archived requests by using the Search option within the Archived Request module.
You can create custom reports on the archived requests. To do so, click Reports tab -> New Custom Reports, select the module as Archived Requests.
Go to Setup-> Self-Service Portal Settings and set the "Disable default request template for requesters" to 'Yes', and save the settings.
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 the HTTPS mode, we will be able to apply a SSL certificate for your domain free of cost. After the certificate is installed you can access your domain through the HTTPS mode without any certificate error.
No, only Technicians and Administrators can add tasks and delegate work accordingly.
If you have issues logging into ServiceDesk Plus after enabling Pass-through Authentication, the admin can disable it by logging into sdpondemand.manageengine.in using his Zoho credentials, access the ESM directory on the upper-right corner (SAML authentication) and delete the configuration.
Following are few error messages / issues that you might face when trying to configure Active Directory authentication. Click on the link and see the steps needed to resolve the problem :
In ServiceDesk Plus OnDemand, you can have only 1 free instance. If you already have a free instance, you can create another trial instance, but you will need to purchase licenses for either of these portals. Otherwise, the second trial portal will become inactive after the trial expires.
Please log in to the application as an Organization Admin, click on ESM directory on top of the page, click on users tab. Select the users for whom you want to change the time zone and click the Edit button.
Please log in to the application as an Organization Admin, click on ESM directory on top of the page, click on users tab. Select the users for whom you want to change the language and click on the Edit button.
Once users log into the portal, they can click on the Star icon next to the portal which they want to make as default. Now during the next login, users will automatically log in to the default portal.
Please login to the application as an Organization Admin, click on ESM directory on top of the page, click on Organization Details tab. Here you can update the company logo.
Check the other FAQ modules or you can contact our support team at sdp-ondemand-support@manageengine.com
A stand alone Project management tool to deploy an IT task is like having an override switch to bypass what is working now. End of the day the purpose of Project management is to make large projects streamlined and to make your tasks easier to handle. Project Management module in ServiceDesk Plus is a perfectly integrated solution which combines IT Help Desk with Project Management.
A stand alone Project management tool to deploy an IT task is like having an override switch to bypass what is working now. End of the day the purpose of Project management is to make large projects streamlined and to make your tasks easier to handle. Project Management module in ServiceDesk Plus is a perfectly integrated solution which combines IT Help Desk with Project Management.
A stand alone Project management tool to deploy an IT task is like having an override switch to bypass what is working now. End of the day the purpose of Project management is to make large projects streamlined and to make your tasks easier to handle. Project Management module in ServiceDesk Plus is a perfectly integrated solution which combines IT Help Desk with Project Management.
Manage your network IP address space, know how many IPs left out in a subnet, see the connected devices state, system name, device type, owner & more...