ServiceDesk Plus OnDemand UI Enhancement - Footer Bar
Dear Customers, As part of features and User Interface[UI] enhancements a static "Footer Bar" will be added to ServiceDesk Plus OnDemand screen. "Footer Bar" will be loaded with functionalities for easy & frequent accessibility. "Footer Bar" would be added and will released very shortly i.e within this week. Kindly refer to the below images of the static "Footer Bar" for reference and it will have "Live Chat" & and "Feedback" for Technician & "Live Chat" for Requester login's : Footer Bar --> Live
Upcoming Release : New Features and Enhancements in Assets, Software & Software License
Dear Users, We are gearing up for the next release with "New Features and Enhancements in Assets, Software & Software License" of ServiceDesk Plus OnDemand. Below is brief on the enhancements with respect to new features & UI that would be coming in the release : New Features: Software suite Create a software suite with a group of component software applications and manage licenses. https://help.sdpondemand.com/add-new-software-suite https://help.sdpondemand.com/view-software-details Downgrade rights
Custom incident template creation
I'd like to make a custom incident template for my students to use for laptop repair requests. At a kiosk, they would scan the barcode of the laptop, select from a drop down list of possible problems, and 'optionally' enter a brief description. Then tap 'submit' very simple Is this doable in ServiceDesk CLOUD Thanks!
One Time Password[OTP] for new user additions or new login access to verified domains
Dear Users, ServiceDeskPlus OnDemand is enhanced with security policy for new user additions or new login access to verified domains. When you add users to verified domains from the ESM directory or enable login access to existing users of verified domains in the application, they will be shared a one-time password via email, with which they must log in to the application and reset their passwords on the first login. Kindly refer to the below image for new user addition invitation mail along with
Contracts Application
Dear All, Can I Link contract application to a Site ? Thanks Samir Saadeh
Who the email was sent to
Hi. When someone sends an email to multiple recipients, including our service desk account, there doesn't seem to be any way inside service desk plus to see who the email was also sent to?
I do not count with email reception in the plataform engine
Hi Colleagues, Could you help us with the issue since September 1 we stopped receiving emails for the cases we handle on the platform, as I can fix it. Thanks you for your help. Best Regards Luis Mendez
Is there a report for the most basic metric?
I'm new to this forum and fairly new to ServiceDesk Plus. I run a small department of 3, including myself. Of the dozens and dozens of pre-programmed reports in SDPlus, is there a basic report that shows number of tickets per week or number of tickets per month? Really basic stuff. I can't find it - and I certainly don't want to program it. Thanks for any direction you can provide.
Report on Requester tickets
I need a report on a requester's tickets with ticket details. I do not see anything in the canned reports that resemble what I need. Could someone give me advice on how to build that out?
Archive searching
Guys, I have some older tickets (few years) with some crucial information. How can i search the archive? This is rather important, because i use my older historic tickets quite frequently. I've set it to three years now (last year). With regards, Sven
Projects - View attached tickets main Project screen
When accessing a Project, one is able to see the total number of tickets associated with it. I'd like to be able to see or select that column to appear on the main Project home screen - similar to how the Problems display. We go over Projects in our Change meeting and I'd be able to drive home how well they are going just from the home page, instead of drilling down.
Business Rules with Custom Functions
Hello, I'm trying to setup a business rule with a custom function that when we get an email forwarding from one system with the email test@abc.com and the body of the email has the text line "Submitter: John Doe" I can pull that name "John Doe" and convert that email into an Incident for the submitter/requester and not the email test@abc.com as the requester. Also is there a specific order in which you need to setup the criteria for the business rules? Such as in the conditions requester is first,
Report on Problems linked to Solutions & Solutions linked to Problems
Hi As I can't create my own queries in SDPOndemand, is there a way of reporting on the following: Solutions added to the Solutions database, linked to Problems Problems associated to assets Cheers
Enhancements & Bug Fixes for ServiceDesk Plus Cloud
Dear Customers, We will be releasing few enhancements for ServiceDesk Plus Cloud along with some fixes for the application. As a headsup, below are the list of enhancements and fixes that are bound to be released soon. Enhancements Task Dependency Map The Task Dependency Management page in Requests, Problems, Changes, Projects, Request Templates, and Project Templates has been revamped. https://help.sdpondemand.com/project_tasks_dependency https://help.sdpondemand.com/add-task-dependencies Users
auto suggest feature
does the auto suggest solutions feature not work for the cloud version?
Manage engine ticketing tool we can't able to fetch the mail
It shows the error
API Download request attachment
Hi, I can use the API to get the attachment ID, how can I then dowload an attachment using the API? Thanks, Calvin.
Explanation of "OnBehalfOf user field is added for raising request on behalf of other user."
I see that this is on the road map, but looking for a bit more explanation as to what this entails. From my view point, it would be great if user 1 who submits an Incident or Request on behalf of user 2 and they look in SDP to see the ticket, that they would be able to just as if it was assigned to them. Or if a Technician creates an Incident/Request for user1, they can add more users to that Incident or Request and they would be able to see the Request, the same way as the one who is actually added
More Options on Dashboards
Hello, I think it would be great if the dashboards were more customizable. I'd like to be able to add reports to the dashboards like the widgets. For instance I'd like to create a dashboard for each tech individually so I can look at all their numbers on one dashboard versus various reports or dashboards. I'd also like the ability to share it with just one person or a group of people rather than an all or nothing approach (private and public). Thank you
Keyword Search
Hello, I'm looking for a way to scrub an email that comes into the service desk that creates an Incident look for keywords such as "Spam", "Phishing", "Virus", etc... and have the service desk automatically categorize the email and perform some other functions. Is this possible? Thank you!
Request Collaboration
Dear Customers, In order to help technicians who are working on the same request to keep track of all the request-related activities, we will be introducing the Request Collaboration feature for ServiceDesk Plus OnDemand. Technicians will be instantly notified of each others activities through a float notification in the Request details page. As a heads up before this feature release, you can refer to the below screenshots for a quick preview on the feature and the options that will be introduced.
July 27 - Updates - Have ideas
Solutions I am the admin of our solutions. It would be great if I were notified of comments added to a solution. (I didn't test to see if this occurred or not.) Broadcast Message I have my techs in IT Groups. I would love to be able to send out a broadcast based on these groups (in addition to just Technicians and Requesters). Would also like to be able to setup either a business rule or form rule using the broadcast message. My Pending Requests and Tasks While I now do see tasks under this option
New Update
Hi guys, The new update is great, and I am loving some of the new features. The one I don't like is, all call logs are minimised when opening a ticket. Is there any way to leave them maximised?
Disable auto-replies
We receive email from Azure and other 3rd parties that are informational, and generally come from a "do-not-reply" email address. This causes issues with bounce-backs, and having multiple replies logged into SDP. I have tried editing the Business Rules, but there is no option to disable auto-replies for these kind of email addresses. Is there any way around this? I know this is possible with SDP on-prem, but I can't seem to find the options in SDP OnDemand.
Manage Engine SDP On-Demand technical issues
Hello We have been experiencing a number issues with SDP on-demand today. It has been incredibly slow and we receive the attached error messages "internal error - server connection terminated" with performing various functions such as assigning requests, addiding notes and clicking the notifications button. Is anyone else experiencing similar issues. Thanks
Customize Task Form
Is there a way to customize the task form like you can on the Incident form? There are a lot of fields that are not relevant that just take up space that I'd like to remove. Thank you
Bulk Edits
It would be great to be able to change the Requester when doing bulk edits. Right now doing some clean up for a duplicate requester entry and having to go through each incident individually to do this so it's taking a while to get done.
Incident Last Update Calculation
Good afternoon, We are trying to determine how the calculation works when updating an Incident? When we send an email from the ServiceDesk to the user, it does not show the last time the Incident was updated as the time the email was sent to the user. Nor does it do it with adding a work note. Is this only updated when you start/stop the timer on an Incident?
Custom Function - Information or documentation?
I noticed under Tasks and other automation areas there is an option for Custom Functions. Is there documentation about creating and working with these somewhere? I looked in the Knowledge base and didn't find anything when searching on that.
Incident Form Rules not working as expected
Hello, I'm trying to create a rule when an incident form changes the Category and Subcategory it shows three fields. I've tried to use show or enable to get this to trigger and it does not seem to fire. ================= Conditions ModeisE-Mail ANDCategoryisHR ANDSub CategoryisOnboarding-HRrequest Actions Show FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number Enable FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number
ServiceDesk Plus(Cloud) Masterclass
We're delighted to announce that, starting July 25th, we'll be conducting a free, six-part training series on the major modules in the cloud version of ServiceDesk Plus. This ServiceDesk Plus Masterclass series is designed to help you make the most out of ServiceDesk Plus and implement ITSM best practices to improve the productivity of your service desk. Here’s a brief look at some of the upcoming sessions: Date Topic CTA July 25th Service catalog: Showcase your IT services Register now Aug.
Mobile App not scanning barcodes
Currently using an iPad with IOS 11.4 as well as an iPhone and it just sits and says scanning at the bottom. Doesn't matter what kind of bar code I try to scan it doesn't do anything.
Custom Email to Requester
Good morning, Is there a way to create a custom email to a requester that's based on certain criteria that selected when creating an Incident? Not the generic email sent letting them know an Incident has been created for them. Thank you
Asset - Scanned Software Reporting?
I'm not sure if this is an issue, procedural, or an actual request. If I go into Asset - Scanned Software, I can search on a particular Software or Manufacturer (perfect). I the click on the result which gives me a indepth list of the software (where it's installed, versions, a graph, etc.) I'd like to export that data then to a PDF or Excel sheet (I'll take anything). It doesn't appear that I can do this from this screen/search. If I look under reporting - software, I can do by manufacturer, but
Default incident template in od app
If in the self service portal settings the option to disable the default template for requesters is disabled it removes it from the template list on the app. The issue i have is that I am forced by your system to have a default template that is visible to the requester (in on premisis version i could set it to technican only). If I leave it visible, when in the web browser & they click new incident it will take them straight to the default and not the list of templates. Note this only occured since
Outlook Add-On
Is the Outlook add-on only available to Office 365? We have Outlook 2013, and if it is available, where can I download the add-on from to install and test? I am running on-demand as well.
User unable to login to the portal
Hi all, Please assist, User is getting "You are not a registered organization user" error when she tries to login to the system. I have checked if she is enabled to login and yes she is but she is getting the error. Not sure if we have reached the login count on our OnDemand account, the admin email address is cjardim@growthpoint.co.za.
Deleted main technician with org admin privilege access
I accidentally deleted my access as the main technician and have lost all administrative access. Are you able to help reinstall my status ?
Planned maintenance of our US Data Center: July 7th, 2018 – 7:30 PM to 10:30 PM PST
Dear Customers, We have planned a network infrastructure upgrade on our primary data center in the USA on July 7th, 2018 from 7:30 PM to 10:30 PM PST. This upgrade will help us support our expanding server farm more efficiently. During this upgrade, we will be switching ServiceDesk Plus OnDemand to our secondary data center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, please let us know
Difference between the Probe and using the Scan Script
During the user conference they brought up the Scan Script option. This runs at workstation logon and then uploads the scan directly to Service Desk Plus, only needing an internet connection. We are currently using a daily probe to scan our workstations (mostly laptops). I'm curious, wouldn't the Scan Script work better for us and be more accurate? I'm thinking you'd want to utilize the Probe for items that are guaranteed to always be on the network (Servers, printers, desktops, etc.) Am I thinking
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