Unable to generate report with Approval status "To be Sent" in SD+ Cloud
Hello Team, We are facing an issue with Approval status field in report module. When we try to run the report with approval status as "To be sent" condition then report is generated empty but in system we have many ticket with "To be Sent" approval status.
No technician with org admin privilege assigned
Hello: I need to add more technicians to SDP Ondemmand but I am recieving the message "You need organization admin privileges to add new user with login permissions". I've checked on the technicians list and no one has the blue star. I'll appreciate your help on this. Regards.
Masterclass 2022 - Season 2- Episode 1: Design and create dynamic templates with ServiceDesk Plus Cloud (August 24)
Hello Everyone, We're delighted to bring you a brand new season of the Masterclass series 2022. In the inaugural episode scheduled for August 24, you'll learn how IT teams can build custom templates to manage various ITSM practices like incidents, service
Combined user section with requesters and technicians
Hello Team, In Ondemand SD+, We can achive below benifits If we can have "User" format where both technicians and requesters are part of it. Like we do have in Onpremise SD+. We can mark technicians as VIP. (In Ondemand, currently its not possible). If
Ability for Requesters to Edit Their Own Requeset After Submission
Hello, I was wondering if its possible to enable the ability for requesters to edit their own request after its been submitted. After doing some research, it appears that this functionality is available on SDP MSP. Is there another way of enabling these feature? Thanks, Neil
Integration with InTune (Endpoint Manager)
As more clients are moving toward InTune and co-managed environments with SCCM it would be great to integrate the Asset Discover and management with this product.
HTML Format Notification
Hello Team, Can you please update the possibilites of having HTML format notification like below is available in SD On Premise. We can edit the html and design as per our requirement and it looks good as well.
Offboarding\Onboarding - Working backwards from end date?
I'm struggling to see how we can use the built in features of SDP Cloud for onboarding and offboarding. END dates are always known. Currently our onboarding and offboarding templates have tasks, with specific technicians assigned to said these tasks.
[SOLVED] Automatic Resolve/Close Ticket Rule
I would like to see a feature added to ServiceDesk that allows you to set a rule to help auto close tickets that customers never respond to. For example, if you reply to a ticket and the customer does not reply back then then ticket auto closes. I'm not sure the details but we have issues where we ask a customer a question and don't here back for weeks. Those tickets clutter the system. Having a way to auto close tickets when a response is not given would help cleanup the mess and help motivate
Name picker field in ServiceDesk Plus Cloud?
Is there a way to create a new field in ServiceDesk Plus Cloud such that the field is a drop-down list of Requesters? Even better, would be that the drop-down list is a member of a specific organizational role?
Searching keywords in Solutions
Hello The keyword search resulting in suggested solutions feature used within requests is fantastic but I'm wondering why this same feature is not within the Solutions module. The search options are limited as per below image, unless I'm missing something
How to write a multi-line strings in custom function?
I want to use custom function to send some notifications. I tested on https://deluge.zoho.com/tryout , it worked. text = "Line 1\n" + "Line 2\n" + "Line 3"; info text; Will output Line 1 Line 2 Line 3 But in SDP custom functions. I will output Line
Can't configure Azure AD User Sync
I had this working at one point, but it quit syncing so I turned it off and when I turn it back on again, I get the message below. I have tried signing out and back in and not having any luck. We do have Azure AD SAML SSO configured and working so I
SDP Cloud integration with ME Analytics Plus Cloud
Dear Users We hereby to announce SDP Cloud's integration with ManageEngine Analytics Plus Cloud(https://www.manageengine.com/analytics-plus/). ManageEngine Analytics Plus Cloud helps generate insights and metrics over SDP Cloud data. The integration will
Formatting of emails sent from ServiceDesk+ App and Outlook Smart Replies
When I send a reply to a ticket from ServiceDesk+ App for IOS, the description is missing the last reply, and doesn't have my signature. Where is the formatting and settings for this?
Would like the ability to map more Azure Fields into Users Section
We are using Azure User Sync (which isn't that great) but would like the abilility to map more Azure AD Values in to Service Desk - Especially onPremSamAccountName.
SDP Mail server does not support Modern Authentication
It has come to our attention that Microsoft will be disabling legacy authentication for emails using the Exchange 365 servers as noted here: Block legacy authentication - Azure Active Directory | Microsoft Docs starting October 1, 2022. It is imperative
Email fetching broken
All of a sudden our email fetching for all our sdp instances has failed yet the outgoing smtp is still working using the same username and password. We are using O365 & everything looks normal. There errors we are getting say it is unable to authenticate.
Add attachment icon to Conversation View
It's impossible to find out where an attachment was added as part of the conversion. Attachments need to be clearly identified in the conversation thread. Please add this as a feature urgently.
Upcoming enhancements in Projects, CMDB and features like Project Template.
Dear users, We are elated to announce the upcoming enhancements in Projects, CMDB and features like Project Template. Below is a brief run-through of the same: Projects UI enhancements Introducing Summary and Associations tabs in project details page.
Mail server modern authentication?
On this page. https://help.sdpondemand.com/new-mail-server-settings$o365-outlook There is a button to switch modern authentication and basic authentication. But there is no button on our system. how do i make it show up ? Thank you.
SDP Cloud No Longer Fetching Emails
Last week we had issues with up to a 4 hour delay in fetching emails and generating tickets. Today SDP Cloud will no longer authenticate to Office365. It stopped fetching emails about an hour ago and when I change teh information in Mail Server Settings
Invalid Organization Request Error
I have a user that just tried to access our helpdesk portal, she is listed in Service Desk Plus - Cloud as with a standard username/email address. behind her email address there is a link to Re-invite user.... I clicked that link and she did receive
[SDP Cloud] Best practise for escalate between lv1 and lv2
Dear Bros, As a common IT operation, some issues/requests need to be escalated from level 1 to level 2 support. But as my cooperation requirement, level 1 has to comment on what they have done as first checking, these may be a comment, an image, a file...etc
Upcoming enhancements in sandbox
Dear users, We are elated to announce the upcoming enhancements in sandbox. Below is a brief run-through of the same: Sandbox The Sandbox in ServiceDesk Plus Cloud is an isolated testing environment. You can securely experiment and test various admin
SDP-Cloud - Looking for approval by Email solution
Dear bros, My company is using SDP cloud, standard version with Service Catalogs add on. I'm trying to find solution for approval by email. I understand that the approver can come to SDP and click to approve function. But as we all known that the approver
How can we add more groups to the scheduler?
For example if we want to add a general reminder to the services desks calendar for all employees to see?
Upcoming API changes
Dear users, We are elated to announce the upcoming API changes.Below is a brief run-through of the same: API Changes V3 API support for user-related operations Added the following endpoints to create, update, view, or delete users: Endpoint Allowed
Resource questions in Reports, Business rules and Triggers
Hello Team, We are using resource questions in many templates in our organization. For reports, how we can generate it with the resource questions details. Currently in SDP Ondemand, we dont have any option to execute query and get the report. atleast
Mandatory Approvals & Reporting
Hi there, Have been working with SDP for years, but this is my first time working with approvals. We have been informed by our auditors that we need better approval mechanisms and reporting. Manually sending approvals is very simple, but we want to be
Get Solution with Roadrunner Email Settings
Assuming you are utilizing roadrunner email on any outsider application like apple mail, windows mail application, Microsoft Outlook, Mozilla thunderbird, or email client then you want to set up your roadrunner email on IMAP or POP3 server with the goal
Outlook Calendar Sync for Tasks & Requests
Good morning, We just started using ServiceDeskPlus On Demand and one of our biggest hesitations for going all-out with this software is still the syncing of tasks & requests to Outlook calendars. This would allow our technicians to plan their tasks, project tasks, incidents and requests in SDP and then use their Outlook calendar for guiding them through the day. This way, other company employees can not plan any appointments in their calendars when they have work planned. So my question is: A: for
Is their a way to hide emails from end user view?
Is their a way to hide emails from end user view? For example if we don't want individual end users contacting individual Technicians directly by email. Where all users know to email a generic mailbox as Techs may be out.
Reply All Button
Would be nice to have a "Reply All" button in the conversation view or on individual messages to be able to reply to all of the reciepients of the last message. See my attachment for examples.
Switch email account to Exchange from IMAPS/SMTP, working however broken after password change
We recently switched our e-mail account from using IMAPS (for Inbound) & SMTP (for Outbound) to Exchange. We granted the app permissions and was working well. This morning we changed the password on the account and it stop processing inbox e-mails. We
Integrating Lansweeper and SDP
Is it possible to connect Lansweeper and SDP so that asset information from LS is passed onto SDP? At a minimum, can SDP ingest a csv file with asset information?
Slowness In The Morning
Hello, All users in our instance have been experiencing slowness in the system on most mornings, going back a few months. Sometimes it is just a page taking a few seconds longer to load, and sometimes (but not often) the page times out. We have confirmed
Upcoming enhancements in Problem, Reports and Features like Triggers and Custom Actions for Problems, Custom Functions, and Support for Change Sub-Entities in Custom Actions and Triggers.
Dear users, We are elated to announce the upcoming enhancements in Problem, Reports and features like Triggers and Custom Actions for Problems, Custom Functions, and Support for Change Sub-Entities in Custom Actions and Triggers.Below is a brief run-through
ServiceDesk Plus Cloud - Agent based asset scans?
I see that ServiceDesk Plus (non-cloud) has the ability to scan assets using an agent called DesktopCentral (formerly AssetExplorer). We have ServiceDesk Plus Cloud and are looking for a way to regularly scan remote laptops that are not on the domain.
Cannot configure mail server settings
Hi, We are not able to configure the mail server settings. We have followed the below steps 1. Created a new user in outlook.office365.com. 2. Ensured that the IMAPS is enabled( https://docs.microsoft.com/en-us/exchange/clients/pop3-and-imap4/configure-mailbox-access?view=exchserver-2019)
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