Exchange Online "legacy protocols"
I have received an announcement from Microsoft advising Exchange Online (Office 365) legacy protocols are to be retired Oct 13th 2020. Can you advise when/if SD Cloud will have OAuth 2.0 in order to continue to be able to pick up emails from Office365 email accounts. Thanks, text below for info. Basic Authentication Retirement for legacy protocols in Exchange Online MC191153Beginning October 13, 2020, we will retire Basic Authentication for EWS, EAS, IMAP, POP and RPS to access Exchange Online. Note:
Upcoming Release: Enhancements for Problem, Change, Asset and Dashboards
Dear Users, We are ready to unwrap the upcoming enhancements for Problem, Change, Asset and Dashboards. Below are the details, Problem Form Rules Introducing Problem Form Rules to help you create rules based on custom criteria to perform various actions
Prefix for Requests
Hi Team, Is the ability to create a prefix for Requests still in the roadmap? As is quite common we would look at prefixes to differentiate between Incident and Service. Along with potentially custom prefixes to identify requests for different Servicedesk
Visibility of Tasks within Helpdesk
Hi, We currently do not use tasks within SDP as we find their visibility within the system to be somewhat lacking. The only easy way we can find to 'list' the outstanding tasks is via the home page and "My Summary" Is there the option to add it to the main horizontal navigation menu? Thanks
Upcoming Release : Lookup Field Enhancements
Dear users, We are ready to unwrap the upcoming enhancements in Lookup Field. Below is a brief run-through of the same: Lookup Field Enhancements You can now add lookup fields to request templates. To create a lookup field for
does SDP cloud has Format Painter function
I see "Remove Formatting" button, but can't find the Format Painter one.
can't use the "Drop files to attach" function
Hi team, I was trying to use this function but it can not attach any file. I wonder whether I did wrong operation or the function is not available.
Change Subject of Service request based on resource info fields
Hi, Does anyone if its possible to be able to take 2 resource fields, combine them, and then replace the subject of the service request? For context, our new starter form has resource fields for first name, surname, start date etc, but its not easy to
How to set the Due Date By field or custom Due Date Field from Email Command
I have followed the example from the help file without any luck @@Due Date=22 Nov 2021, 10:30:00@@ ---****Custom field*** @@DUEBYDATE=22 Nov 2021, 10:30:00@@ Nothing is working any help?
Custom Action with Trigger :: Send Incident For Approval
Hello, I know this is not part of the standard functionality of SDP, to automate approval process for incident tickets, however I'm hoping someone has either done this with Custom Actions or could point me in the right direction to help me get one setup?
Time displayed in the Created Date is not the local time
We are evaluating and using the SDP On-demand Standard version and noticed that all requests are not displaying the correct time(local) time in the Created Date. Appreciate it very much for the help. Cheers!
Can I create a
Hi. New to SD+, but want to set it up to automate a few processes - the main ones are onboarding and offboarding. I'm creating my own service template for onboarding and have a couple of things I want to put in place. I have a Employee Start Date custom
API get Task list from a specified condition/field
Hello support team, I get confused and cannot perform the search for all tasks owned by a specified owner. As the document here listed: https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html#list-info list_info
Bulk Edit
Hello, We don't seem to have the ability to add a resolution when using Bulk Edit option to close a bunch of requests with the same resolution text. Is this a design feature or a setting within our environment?
[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
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.
[Take a two-minute survey] The state of ITSM two years into the pandemic
Hey there, We're conducting a two-minute survey among IT professionals to understand the effectiveness of ITSM during the pandemic. This survey will focus on understanding how the ITSM policies of organizations have held up over the pandemic and on
Approval outcome notification
Hi, I would like to request custom notification feature for change/release WF approvals. Use case: We use multiple approvals in our WFs. Each approval is going to specific CAB group based on various criteria specified in the WF to prevent technicians
Links to Attachments Need to be Included in Notifications
Our staff (both requestors and technicians in the system) prefer to respond to requests through email. I have been unable to find a variable in the notification templates to allow us to include them. We would like to have the following abilities: 1.
AD Connection
Hi everyone, I have two questions : 1) To link my ServiceDesk Plus Cloud users with the AD, should I use the Porvision App from the ESM Directory or the SyncTool for Zoho Directory ? 2) The provision App keep giving me the error "the user name or password
Requests workflow
Requests workflow is quite limited in ServiceDesk Plus Helpdesk module. I'd like to have a basic workflow that would: 1) submit an approval upon request submission 2) based on approval acceptance, trigger a task to a specific group 3) based on the task
Customization of Widget shown on Right side of all request screens
Does SDP (Cloud) allow customization of fields shown in the right side panel in all request screens? We do not use all of the default fields, and we like to instead be able to place some of our custom fields. Our prior system showed all data on one
Single view of assigned tickets and tasks for technicians
Add single list where technicians can get a view of all tasks and incidents/requests assigned to them. Ideally, I’d like a list of all incidents/requests assigned to the logged in technician, and any tasks assigned to the them and associated to a ticket assigned to the technician would be displayed as a sub-record of the incident/request. Tasks which are assigned to the technician but the parent ticket is assigned to another technician should be displayed as well, but should clearly indicate who
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.
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
ESCALATE by email
Does anyone know of a way for a user to escalate a ticket by replying to the original email they receive when they placed the ticket. When they reply to a ticket it goes into the conversations and I need a way for them to escalate the ticket to the IT
Best practice for removing requesters who have left the organisation
Hello, As the title says, I'm looking for some guidance/best practice on removing ex employees, but retaining their history of incidents, requests etc within the system. Thank you.
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
DUPLICATE CASES once we changed mail server settings to Modern authentication
Dear, please note, that from the moment when we switch the mail server settings to Modern one few months ago. ServiceDesk starts acting strange and is creating duplicate tickets, so informing requestor several times but with different CASE number. Also
Enable worklog required option in Life Cycle
Can you set an option that when executes a transition in Life Cycle the WorkLog can be mandatory.
Pickup Dell Warranty info
Hi, Is there a way to pull in the dell/lenovo warranty information into SDP Cloud? Thanks
Ability for technician to move request to another instance
We are using the hosted version of Service Desk Plus with five instances. There are occasions when we need to be able to move user generated requests to an instance other than the one where it was created. This needs to be able to be controlled by a technician,
import virtual hosts failed using the sample csv
Hi there, I was trying to import some virtual hosts into SDP oc and I used the sample file the system provided(workstations_sample.csv), but the import failed reporting the Error msg "Workstation Product is not compatible with Product Type". So it means
Technician report by groups - Reports
Hi Team, We are looking for a "Groups associated with technicians" report. Use case: In our organization, there are hundreds of technician groups that are available. Now we would like to see the details of which technicians are part of each group.
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 4: Build a unified enterprise self-service portal with ServiceDesk Plus Cloud
Hello there, In this webinar, you'll learn how you can use ServiceDesk Plus Cloud to build a unified enterprise self-service portal that enables users to access services across departments like IT, HR, or facilities. We will also discuss enterprise
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, This announcement is regarding the IP whitelisting for those organizations using their mail server, configured in ServiceDesk Plus Cloud application for mail communication to & fro i.e Mail Fetching and Mail Sending to & from ServiceDesk Plus Cloud accessed through https://sdpondemand.manageengine.com/ i.e served from US data center. As part of improvements to the systems and infrastructure, we have introduced 4 new IP addresses to be whitelisted and we request our customers to make
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
Change WF export to PDF, WF editor performance
Hi, I have noticed that the Export as PDF function in Change Workflow Editor generates only the header and footer (see attachment) if the WF is bit more complex (close to 80 nodes, stages with 7-8 statuses, multiple switches with +-5 values each). In
Survey rating for Technician Widget
Hi. When we add the Survey Rating for Technician Widget to any dashboard, it just sits there processing and never shows any results. I attached a screenshot of what we see which are the dots moving left to right. Thanks
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