Display Followers/Shared With in Right-side Widget
Display follower information/shared with information somewhere in the widget instead of Actions -> Manage Followers to view followers or who the request is shared with
Remove "Expired" assets after a certain number of days?
Is it possible to Delete Assets that have been set to expired after a certain number of days?
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
Report Help
Hi all, Looking for assistance here I am struggling to figure this out and wasn't given much time to try and create it so I come to you wonderful people. I am trying to create a report that will show weekly the number of requests that were created and
Add a note as first response when a technician is assigned
Hello everyone, Im working with SLA and Im tryng to "automate" first response. Is there a way to automatically add a note as first response when a technician is assigned in SDP Cloud? Ma be through a script or anything. Thanks regards!
Microsoft SSO instead of Zoho OTP
We are deploying ServiceDesk Plus to our organization. When users log in, they are prompted to enter their email address and then sent a Zoho OTP. Is it possible to use Microsoft SSO instead? We are using Azure as the identity provider and it is working.
Integration ServiceDesk Plus Cloud with WhatsApp
Hello Support, Can ServiceDesk Plus Cloud integrate with Whatsapp? Or are this integration planned? Regards, Rafael Vega.
Resolution Time Error?
Hello folks, I've reached out to support about this issue but it appears we are not understanding each other, so I hope to re-open this pain point for us and get clarity. Here's our scenario: HR opens a future dated request (3 weeks away) for a new hire,
My Groups - Mobile App
Currently the mobile app (Service Desk Plus Cloud) does not have the option to filter the requests based on group (technician group). Is there a roadmap on this for future launch? It would help 95% of teams that work tickets to be able to view their group
Request Technician Auto Assign: Tech Availability versus Online Status
For Requests - > Technician Auto Assign: Question is about the checkbox for "Auto-assign requests based on technician availability." Suppose on the Tech Availability Chart, a technician is shown as "away," for all day today. Yet, that technician still
Masterclass 2025: Episode 1 - Getting started with ServiceDesk Plus Cloud [Feb 26]
Hi there, We are excited to invite you and your team to Masterclass 2025. This series offers free monthly training sessions to help you get the most out of ServiceDesk Plus Cloud. Each episode focuses on a specific module and provides in-depth training
Self Scan Agent Development Thread - no vbs
the current use of vbs as a method of inventory does not work in a modern secure world. appropriate security should block all vbs from running. ME are developing an Agent to replace the current selfscan tooling this is a thread for them to update us all
Self Scan Deployment
Hi All, I am looking at deploying the Self Scan.exe to all devices in my company using an Intune App deployment with the script also deployed but this method does not seem to deploy correctly and populate our ME instance with the devices. I am just wondering
When will Asset booking be available in SD Plus cloud
Asset booking is available in the on-premises version, when is this likely to be seen in the cloud version? It's a feature we are keen to explore. Thanks.
Zia PIR
Hello! I recently stumbled across Post Incident Review by Zia but the information about it is very limited, is there any way to get more information about it? Is it configurable in any way? If yes, how? Best regards, Thomas
Integration for Jamf
Option for integrating with Jamf for Apple device information to be imported as assets for any device that is managed by Jamf, similar to the way Intune can be integrated.
Zoho directory not updating User fields to Service Desk Plus
Hi We have noticed that since the start of 2025 new users created in Service Desk Plus from the Zoho Directory are missing some information. Zoho directory is picking up the user Department from Azure, but not syncing the Department with the users record
Announcement: ServiceDesk Plus Cloud price hike update
Dear Customers, Thank you for being a valued customer of ServiceDesk Plus Cloud. This is an announcement about the price hike across all editions of ServiceDesk Plus Cloud, effective May 20, 2024. Please note that this communication is intended only for
Service Desk Plus - Cross Timezone Issue
Hello everyone. I would like to raise this concern or issue if anyone encounter this kind of problem in logging in Service Desk Plus. It will display about Cross Timezone. I did my troubleshooting and issue still occurs. Troubleshooting -Adjust the correct
[Free webinar] How to design the perfect SLA, SLO and SLM compliance dashboards
Hi there, IT teams today face mounting pressure to deliver top-notch operational reliability, service accountability, and customer satisfaction. But without clear visibility into crucial service-level metrics like SLA, SLO, and SLM, this can feel like
User does not have this permission
We are implementing a client to integrate with the SD+ APIs (add/edit/get/delete requests). We can currently read a given request, but if we try to create a new one, then we get an error response message (below is the response we get using Postman): {
A Form Rule that is executing a Custom Function causes the Service Template to break.
As per the title, I have created a form rule with these rules (generalised): Additional Field is a Pick List Execute when a request is: Created & Edited on field change of {Additional Field} Conditions: {Additional Field} is "No" Actions: var confirm
Use AI to intelligently route a ticket to the correct resolver group
I read some articles about AI in ServiceDesk Plus and also the ability to route tickets based on AI. We currently route incidents based on a selection of site, category & subcategory. We often find that users do not select the correct category & subcategory,
Ticket History
Hi, I would like to know if it is possible that when the requester receives the answers given from the platform, he can receive the entire history of the ticket. That is, the entire conversation. I have tried adding the Description variable, but it only
All requests history
Hi, I'm just wondering if there is a way to see all the requests history anywhere? At the moment we are at number 16,000 and if I'm trying to find something from 6,000 from a few years ago, it's not there anymore. Does it only keep the history for a few
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
SDP cloud approval
When the requester selects a subcategory, such as ITSM, the ticket status should change to "Pending Approval" and be assigned to a user with the authority to approve it
Automate Instance Announcements for new platform updates
Allow customers to suscribe to an Announcements for new updates/releases? In our organization the responsible analyst reviews new releases and shares them with the organization via an SD+ Announcement. It would reduce the amount of effort on customers
Integration ServiceDesk Plus Cloud with Microsoft Power BI
Hello Support, Can ServiceDesk Plus Cloud integrate with Microsoft Power BI to obtain statistical data? Do you have a procedure for this integration? Regards, Rafael Vega.
Automate Technician name in Requester field
In some cases a Technician can be a Requester to report an issue or raise a request. In the onprem version we were able to add a script to all forms to take the logged in name and populate the Requester field. This is the same behaviour that Requesters
Upcoming enhancements in Assets, Setup, Requests, Releases, Zia in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Assets, Setup, Requests, Releases, Zia in ServiceDesk Plus Cloud. New Features Asset Allocation Details Asset Allocation Details provide a comprehensive view of assets, consumables, and
Alternative Text Options for Images
Hello, I was wondering whether the option to add alt-text to images in the email body and email signatures is something on the development roadmap. This is an important accessibility feature and although an alt attribute can be added to the HTML, being
Upcoming enhancements in Assets, Requests, Maintenance, Solutions, Announcements, Dashboard, Reports and Setup in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Assets, Requests, Maintenance, Solutions, Announcements, Dashboard, Reports and Setup in ServiceDesk Plus Cloud. New Features Test credential in Credential Library (Probe) Users can validate
Automatically process mail in the Mail Box
I have to go into Mail settings>Mail Box and manually process the mail so that the email turns into a ticket. Is there a way to automatically process all mail in the mail box?
Service Desk Plus Cloud Scrum Roadmap
For SDP Cloud, there was a Scrum enhancement listed in the backlog which appeared through November to be implemented in Project Management. Has it been removed. From both a product, and ITSM alignment standpoint the integration of the Scrum / Agile framework
MSP Device Scan versus MS Intune Integration
Hello, I would like to get a better understanding as to exactly what would be the advantage of turning on the Intune integration with Network Probe scanning already running. One concern of mine is that I don't want find out that turning on MS Intune Integration
Next Release : Zoho Analytics (previously, Zoho Reports) Integration Enhancements
Dear Customers, The next release for ServiceDesk Plus OnDemand - "Zoho Analytics (previously, Zoho Reports) Integration Enhancements". With new enhancements in Zoho Analytics integration, you can now generate reports under these new modules: Changes Projects Solutions Request Assessment Archived Requests User Defined Fields in Zoho Analytics Additional fields in ServiceDesk Plus cloud can now be included as user defined fields in Zoho Analytics. New Columns New columns have been added to existing
Add grouping feature to List view in Request
One of my users has requested the ability to create expandable grouping in the Requests Lists view, similar to the Group By feature in the Kanban view. This was a view our last ticketing system supported that was well-liked. For example, if the grouping
No warning on Datacenter Maintenance over the weekend
This weekends Datacenter Maintenance was performed with no notification to users that I am able to find. On the US ManageEngine On-Demand Service Status site this seems to be rolled into the DR process but even so the dates do not match up. As has been
Request to add Collapsed or Expanded View Option for Solutions in SDP
Having solutions set to be collapsed by default is horrible. When end users click on the solutions, they have to click on the tiny "more button". The comments area takes up a large amount of space, even when it's empty. It should be simple to add the
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