Issue with accessing ServiceDesk Plus Cloud
Dear Customers, Our sincere apologies for the inconvenience caused due to the non-availability of the ServiceDesk Plus Cloud application. We can assure you that our teams are already on top of the situation and working to bring the service back to normal.
Expected time of fix?
Can we have pre-defined contact lists for out of the box communications?
Hello team, in Problem module you have an action that allow a Notification to be sent. Is there a way to use a list of contacts as such notification's recipients? Let me know. Regards
Site down?
We are currently not able to get a hold of support team on the phone, in chat and created ticket. Is anyone else having issues with connecting to the servicedesk cloud plus? This is what we are seeing
Survey Link Renders Incorrectly
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
Using test users for SDAdmins
Hello team, as service desk admin I found quite useful to see how system set up changes are reflected on other technicians and requestors end. In order to do so it's quite useful to have have a testing user for such purpose. I normally ask my other admin
Add a watcher to a request
Hi, We would like to add watchers to request. These watchers would need to have single request permission to read the whole request. For now we only have the option between 4 'Requester allowed to view' roles: Show only their own requests Show all
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 3: An overview of ServiceDesk Plus Cloud's integrations with Microsoft services
Hello there, In this webinar, we'll explore the different Microsoft integrations available for ServiceDesk Plus Cloud and explain how they help you connect your service desk with your end users' digital workspace. Learn to leverage Microsoft services
Additional Fields single and multi-line do not accommodate enriched text
Additional Fields single and multi should accommodate enriched text. This is a quite usefull feature as in some cases info added on such fields need to be enriched, like tables, URLs or just bold, rather than just plain text.
Request's access to specific users
We found quite useful to allow specific users (normally, also requestors) to access other requesters' requests. This should be user based and not dependent on department or site. As example, I do not want my department or site colleagues to have access
Can't view requests
Hi, Everytime I try and view any tickets I am facing with the below. I'm not sure how to resolve.
Please Help, I need to do a report on WORKLOGS
Hi There, i hope you can help me? I have created a worklog group. When an engineer does work on a Request that is chargeable, he puts the hours in the worklog. I need to run a report for our customer with all the worklog/draw down that has been used
Assets - Software Description
I am unable to add a description to scanned software. When I click on the description of any software entry, it pops a screen that appears that I should be able to add a description, but the field does not allow for any input. We are looking to be able
Automating the "Submit for approval" action.
HI I have a question about the lifecycle feature in the automation section. I'm trying to automate the "submit for approval" action in the indecent template. what I'm trying to do is creating a transition that will automate the "Submit for approval" step,
Upcoming Update : Zoho Survey Integration,Enhancements in Imports and Releases , Behavior Changes in Changes and Releases
Dear users, We are elated to announce the upcoming releases in Zoho Survey Integration,Enhancements in Imports and Releases, Behavior Changes in Changes and Releases.Below is a brief run-through of the same: Integration Zoho Survey Integration ServiceDesk
ManageEngine named in the 2021 Gartner® Magic Quadrant™ for ITSM Tools for the second year in a row
Hello there, We are excited to announce that ManageEngine has been included in the 2021 Gartner Magic Quadrant for ITSM Tools for the second consecutive year. The Gartner Magic Quadrant for IT Service Management Tools is an annual publication that profiles
Asset Auto-Assign for SDP OnDemand
I know the on-premise SDP the process to Auto-Assign assets from asset scan results, but is possible with SDP OnDemand? Is there also a list of what fields/information can be captured through through asset scanning?
What's Considered a "Response" for SLA's
Hello, I had a quick question regarding SLA in SDP Cloud. There are two options for SLAs, one for responses and another for resolutions. What is considered a "response"? Would it just be when a technician responds to a user through the ticket or would it also include a ticket being assigned to a techician or group? Also, is there anything else that would be classified as a "response" for SLAs other than just replying to the requester through the ticket? Thanks for the clarification. -Neil
Survey Link Email bug
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
Release import
Hi, I already asked this in the feature announcement (here), but got no reply so far so I'm posting this as separate question. According to docu one cannot choose workflow for the imported releases directly in the csv, so I expected it to be selected
How to remove task from showing up under hold helpdesk dashboard ?
How do i remove tasks from showing up under ON-Hold ? i dont want task to show up in SLA or on any status is there any ways to achieve this ? status status
How to reset ID counter for Requests in Servicedesk Plus On Demand?
We have been raising requests for testing purposes and it seems the ticket is at ##300## and we haven't launched this user yet. How do I reset?
Request/Ticket creation through email & conversations to the request/ticket
ServiceDesk Plus OnDemand supports request/ticket creation through email and the configuration is detailed in the help document : http://help.sdpondemand.com/mail-server-settings Let's take a look at the behavior of how request/ticket is created through email & how conversations are appended to a request/ticket. A requester ["John"] sends an email to "it-helpdesk@mycompany.com" [which is configured under the Mail Server Settings-->Incoming Mail Settings --> Email Address]. SDP OnDemand process the
How to deal with autoreplies reopening closed tickets
Hi, How do you stop a ticket from getting reopened because of an auto-reply from a user? This usually happens when a user is on vacation or have left the company, in which case, Exchange online will send the auto reply that this user no longer exist.
Enrich template: WebURL clickable + Custom Text
Here are two suggestions to enrich the request templates: 1. Can you make the Web URL Field Type clickable when it is disabled? It is used to store URLs and we find it very handy to link to external documentation / procedures in service request management. Once a request is submitted, it is clickable in the detailed request view. But we would like to have it clickable when making the request (when filling in the template and when the Web URL Field Type is disabled). 2. Can you provide a way to add
Field type for "users"
As similar to system field "Editor", would be good to have the chance to have Additional Fields with type "user". Ideally, based on that field, several conditions (form rules, notifications, approvals or tasks) could be triggered.
Upcoming Release : Zia Predictions, Enhancements in Zia and Asset & CMDB
Dear Users, We are gearing up for the upcoming release with Zia Predictions, Enhancements in Zia and Asset & CMDB. Below is the brief details on the same : Zia Prediction Zia can now be trained to predict the relevant technician, category, and template
Team/Manager Requester Permissions - Ability to view their "Teams" tickets
Hi, Is it possible to setup a user/requester on ServiceDesk Plus On-Demand as a Team Leader/Manager so they can view all the tickets raised by their team? Example would be: Team - Engineering Manager Bob Team Members Sue Dave Tim Doug Team - R&D Manager Elise Team Members Karl Steve Sarah Claire In the example above, Elise would be able to view all her own tickets as well as all those raised by Karl, Steve, Sarah and Claire, but Sarah would only be able to view
Commited availability of SDP On Demand
Hi. We have a couple of banking customers that wants to use SDP OnDemand. However they are asking which is the Availability % commited for SDP Cloud once the terms of usage were accepted. Does ME has some document that states the commited availabili
Integrating On-Demand ServiceDesk Plus with Google Apps
Hi! I am currently evaluating this tool right now and in need of assistance. I'm not sure if this was asked already but we are looking for the possibility to integrate On-Demand ServiceDesk Plus with Google Apps mainly for authentication. Thanks!
Emoticons/Emojis for Survey answers
Hi, How can I configure a survey using emoticons/emojis as answers for questions? ☹,
Task Dependency for Service Requests
Hey There, I'm trying to figure out how to setup task dependencies for our "New Hire" template. Basically, when the new hire account is created, we want to following tasks generated for that particular ticket: 1. Create AD account 2. Setup Cisco Phone (dependent on task 1) 3. Create Application Accounts (dependent on tast 1) When task 1 is created, i would like a notification sent to the owners of tasks 2 and 3 saying that they can begin working. Any ideas on how to do this? Thanks in advance.
Export ticket data
Hello, Is there a way to export ticket data out of SDP cloud?
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.
Email to service request
how can i setup Email to service request we have a general email for service desk however i want to setup a rule if we receive an email with title Employee creation request it will create a service request . Please advise Thanks in adv
Helpdesk dashboard
anyone know how to customize Helpdesk dashboard or i was to completely isolate service request from incident i dont want them to show under hold status or in progress ?
Allow user to change site
Hi, Is there a way to allow the user to change the site when creating a request? We have a situation where the user may need to log a request for a site that isn't their default. Regards, Nathan
Can we?
Hi, Our clients have a budget of development hours they can consume they we determine if they're chargeable or not. I have a standard report to track this but I was wondering if we're able to set-up any alerts when there budget gets lower than a specific
Automatic Provisioning of New Users Work with Provisioning App?
I started off with the Azure AD User Sync integration but that imports everything which I do not want. I then worked with the Importing Requesters into ServiceDesk Plus Cloud using Provisioning App and have that working other than I cannot seem to import
Upcoming update : Release and Problem enhancements
Dear Users, We are planning for the next upcoming update with enhancements in Release and Problem modules. Below is the brief details on the same : Import Releases, Release Tasks, and Release Conversations You can now import Releases, Release Tasks, Release
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