General FAQs

General FAQs

1. Are there any IP addresses to be allowed or ports to be opened to send and receive emails with ServiceDesk Plus MSP Cloud?  

To enable mail fetching in the application, you would need to allow the following IP addresses through the firewall.

List of IP addresses to be allowed based on the application domain/data center

sdpondemand.manageengine.com
136.143.187.53
136.143.186.53
136.143.191.166
204.141.43.166
136.143.183.166
204.141.33.166
sdpondemand.manageengine.eu
31.186.226.139
87.252.213.139
185.20.209.139
84.207.209.139
89.36.170.139
89.36.170.124
87.252.213.124
31.186.243.139
185.230.214.139
 
servicedeskplus.net.au
101.97.36.40
103.91.166.40
 
sdpondemand.manageengine.in
103.89.75.3
169.148.146.11
103.89.74.11
 
servicedeskplus.cn
163.53.93.63
124.251.121.54
 
servicedeskplus.jp
193.118.160.40
193.118.161.40
 
servicedeskplus.uk
169.148.129.23
169.148.131.23
199.67.88.24
199.67.90.24
 
servicedeskplus.ca
199.67.84.79
199.67.86.79
servicedeskplus.sa
199.67.80.21
199.67.82.21
 

2. My tickets seem to show a different time from my system time. Is there any way I can synchronize these?  

To display the request's created date and due date in your time zone, set your time zone in the following configurations:
  1. Go to Setup > Instance Configurations > Instance Settings.
  2. In the Time Zone field, choose your time zone from the drop-down and save.
Apart from the above setting, you should also modify the time zone of your account.
  1. Click the profile icon in the application header.
  2. Click Personalize.
  3. In the Time Zone field, choose your time zone from the drop-down and save.
 

3. What browsers does the application support?  

  1. Google Chrome 75 or later
  2. Mozilla Firefox 67 or later
  3. Microsoft Edge 79 or later

4. What are the minimum requirements for the probe to run and successfully scan assets?  

Make sure that the following requirements are met in target assets to scan them using the probe:
Windows machines
  1. Remote registry must be running.
  2. Port 139 (file sharing) must be open.
  3. Admin$ share (\\TargetMachine\admin$ share) of the target workstation must be accessible from the probe.
 
Linux Machines
  1. SSH port 22 must be open.

Printers, Routers, and Switches
  1. SNMP v1, v2c, and v3 must be enabled.
  2. The corresponding credentials must be configured for network scan.
For more details, visit this page.

5. How do I change the administrator of my account?  

  1. Log in to https://account.zoho.com.
  2. Open a new tab in the browser and visit https://business.zoho.com/biz/cpanel.do
  3. In the User Details tab, select the new administrator and click the role icon on the top.
  4. In the role drop-down list, select Admin.
  5. Go to the Dashboard tab below the control panel.
  6. Click the edit icon.
  7. From the Super Administrator drop-down, select the new administrator and click Save.
 

6. I am a requester/technician, and I want to change my login email address in the application.  

  1. Click the profile icon in the application header.
  2. On the slider, click My Account.
  3. Under the My Email Addresses section, click + Add New Email.
  4. Enter the new email address and click Add. This email address will now be recorded as Secondary Email Address in the user profile.
  5. A confirmation email will be sent to this newly added email address.
  6. After you confirm the email address, click Make Primary to mark it as your primary email address.
 

7. I am an administrator and want to change a requester/technician’s login email address in the application.  

  1. Log in to ServiceDesk Plus MSP Cloud with the admin credentials.
  2. Open a new tab in the browser and visit https://mail.zoho.com/cpanel/index.do
  3. Click User Details on the left.
  4. Click the required user's name.
  5. Click Change Login Email IDs on the top. 
  6. Provide the new email address. Click Add. This email address will now be recorded as Secondary Email Address in their user profile.
  7. A confirmation email will be sent to this new email address.
  8. After you confirm the email address, click Make Primary to mark it as their primary email address.
 

8. I have configured the custom domain. However, when I use it to access my help desk, I get a certificate warning. What should I do?  

By default, HTTPS mode is not enabled for custom domains due to SSL certificate limitations. However, if you want to access your custom domain via HTTPS, we can provide and install an SSL certificate for your domain at no additional cost. Once the certificate is installed, your custom domain can be accessed securely over HTTPS without any certificate warnings.

9. I get the "Error while adding account: Unable to get SMTP email" error message when I try to connect to an Office 365 email account. How can I resolve this?  

This may happen if SMTP is not enabled for the user account you are trying to connect from ServiceDesk Plus MSP Cloud. To resolve this, follow the steps below:
  1. Log in to your Office 365 Admin Center.
  2. Go to Users > Active Users.
  3. Select the required user.
  4. On the slider, click Mail.
  5. In the Email Apps section, click Manage Email Apps.
  6. Check if authenticated SMTP setting is enabled and do one of the following:
    1. If enabled, disable and then re-enable it, click Save Changes, and then try connecting your Office 365 email account with ServiceDesk Plus MSP Cloud.
    2. Otherwise, enable it, click Save Changes, and then try connecting your Office 365 email account with ServiceDesk Plus MSP Cloud.
Note: If the above solution does not resolve the issue, please contact Microsoft support as there might be an issue with the Office 365 mail server.

10. Users get the ‘Account is disabled’ message when they try to login to the application. How can I resolve this?  

Try the following steps:
  1. Go to Setup > Users & Permissions > Users.
  2. Select the customer from the drop-down in the header.
  3. Choose Requesters from the user filter. Use the User Category filter to narrow down specific users.
  4. Click the required requester.
  5. Under the Login Details section, click Yes next to Remove Login.
  6. Click Save and then edit the requester.
  7. Enable Self-Service Login and click Save.

11. Our users don’t seem to receive invitation emails or password reset emails from the application?  

There could be two possible reasons why this happens:
1. You might be using a custom domain to access the application. In such cases, emails will not be sent.
2. Mails from noreply@zohoaccounts.com may be blocked by your mail server. You will have to exclude noreply@zohoaccounts.com  from the spam filter in your mail server.

12. Out of office emails seem to be creating tickets in the application. Is there a way to stop this?  

SDAdmins can configure Mail Filter to exclude certain emails from being fetched for request creation.
  1. Go to Setup > Mail Settings > Mail Filter.
  2. Set email criteria using the drop-downs and save.
 
Emails matching the set criteria will be blocked and no new requests will be created from those emails.

13. What are URLs to access the application based on the Data Centers?  

Data Center
URL
US
sdpondemand.manageengine.com
Europe
sdpondemand.manageengine.eu
India
sdpondemand.manageengine.in
Australia
servicedeskplus.net.au
China
servicedeskplus.cn
Japan
servicedeskplus.jp
Canada
servicedeskplus.ca
UK
servicedeskplus.uk
Saudi Arabia
servicedeskplus.sa
 
 
 

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