Upcoming Release : Enhancements in Asset, CMDB, and Release
Dear User, We are gearing up for the next release with enhancements in Asset, CMDB, and Release. Below is a brief on the features : QR Code Support Add assets by scanning QR Codes from vendors. You can also generate your own custom QR codes for new and
Masterclass 2021 - Episode 4: 5 hacks to implement an effective Asset Management in your organization (27th May)
In the fourth episode of ManageEngine's Masterclass 2021, we will discuss five hacks to implement an effective Asset Management in your organization using ServiceDesk Plus Cloud. In this masterclass you will learn how to: Discover and scan all assets
[Complimentary webinar] The new digital workspace: Delivering frictionless IT and business services across the enterprise
Hey there! We have a new webinar titled The new digital workspace: Delivering frictionless IT and business services across the enterprise coming up on May 27 at 8am PDT. We’ll discuss the growing importance of IT and enterprise service management (ESM)
Perform grouping on Reply Template
I have multiple reply templates and would like to do the grouping for better user experience. Possible to do it? * I'm using SDP Cloud version
Masterclass 2021 - Episode 3: Build Efficient Change Workflows Using ServiceDesk Plus Cloud (28th April)
In the third episode of the ServiceDesk Plus Masterclass 2021, we will discuss how you can craft effective and efficient Change Workflows using ServiceDesk Plus Cloud. We will also discuss how you can tweak different aspects of your change enablement
Email Fetching Stopped Working
Background: Our network was hit with a pretty nasty virus that we have just finished recovering from. I noticed that since the day we were hit, the mail fetching has stopped making attempts to fetch email to auto-generate tickets (the timestamp of the
Masterclass 2021 - Episode 2: 5 hacks to create and deliver an effective Service Management using ServiceDesk Plus Cloud (24th March)
In the second episode of the ServiceDesk Plus Cloud masterclass, we will discuss how you can build an effective Service Catalog that is ideal for your organization's needs. Key areas that will be covered in this masterclass episode: Hack 1: Define
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
Next Release : Enhancements in Request, Change, Project and Tasks
Dear Users, We are planning for the next release with enhancements in Request, Change, Project and Tasks. Below are brief note on those enhancements : Complete Request on Denial Requests rejected by approvers can now be moved automatically to any completed
The authtoken will be EOL-ed in February 2021 (Revised EOL Date - March 15th, 2021)
Dear Users, EOL for Authtokens will be effective from end of February 2021 and Authtokens were already deprecated as announced already in the forum post. Breaking Changes - Authtoken EOL OAuth is the industry standard protocol for client authentication
Masterclass 2021 - Episode 1: 6 incident management hacks to implement using ServiceDesk Plus Cloud (24th February)
The ServiceDesk Plus masterclass is back this year, and in the first episode, we will be looking at six incident management hacks in ServiceDesk Plus Cloud. Ensuring that incidents don't affect business operations hinges on timely resolutions aided
VMWare Host Hardware Scan Missing Items
Hi, Running SDP On Demand, when scanning my VMWare (6.5) hosts for asset collection, the hardware data is incomplete. These are Dell servers. I get the Name, Model, Operating System, Product ID, Processor and Logical Drives but I am missing Service Tag,
Additionial Fields requester template
Hello, I'm trying to configure a template/ form. However I can't add additional fiels to the requester page. the only one which is showing up is the radio buttion, which isn't what i need because I need the users to be able to tick several boxes. For
Client logins
Hi, Is there anyway a client's login can be tied to their Office 365? Thanks
Next Release : Webhook, Release Notifications, Asset name format and Asset Loan Query Reports for ServiceDesk Plus Cloud
Dear Users, We are planning for the next release with enhancements in Webhook, Release Notifications, Asset name format and Asset Loan Query Reports. Kindly refer below for more details : Webhook Webhook URL now support substitution variable. You can
Deprecating Support for Authtokens and URI model in REST API's
Dear Users, We would deprecating support for Authtokens and URI model in REST API's of ServiceDesk Plus Cloud. Deprecating AuthTokens in SDP Cloud: SDP Cloud REST APIs supports two types of authentication, AuthToken and OAUTH. Of these, OAUTH is more
Upcoming Release : Change enhancements, Asset Replenishment, Site Locale & Locale Specific Notification Templates and Service Requests SLA Enhancements
Dear Users, We are gearing up for the next release with Change enhancements, Asset Replenishment, Site Locale & Locale Specific Notification Templates and Service Requests SLA Enhancements for ServiceDesk Plus Cloud. Kindly refer to the below details
Two questions
Hi. 1.How could I add custom field when adding new requester, I would to have "computer name" field when adding new requester, so I added this field but I can't see it when creating new requester? 2.I cannot configure gmail to retrieve/send emails all
I need help on how to change request ID
Hi! I am using SDP On Cloud Free version and I was wondering on how to change my requestID from a numeric number '0' to '21XXX' as desired.
Support for First Name and Last Name
Dear Users, We are preparing for the release to support First Name and Last Name. A brief note on this new enhancement : Users can now be addressed by their first name, last name, full name, or preferred name. Introduced new fields First Name and Last
ServiceDesk Plus Cloud API
Hello, I would like to know if it is possible to get a list of open request, that have a certain subject, and status is open using the Cloud API for ServiceDesk Plus? It looks like it might be possible, but I am fairly new to HTTP Rest Request and just need some insight. Maybe it is not possible with current version. I'm using the documentation provided here: https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#get-all-requests Thanks
Next Release : Enhancements in Solutions, Changes, Zia and Setup
Dear Users, We are planning for the next release set of enhancement's in Solutions, Changes, Zia and Setup for ServiceDesk Plus Cloud. Kindly refer to the below details : Enhancements Solutions Topic Owners for Solution Topics You can now assign
Masterclass: Advanced Series - Session 2 - Hack your service desk for the new normal (Oct 28)
Dear customers, In this session of the advanced masterclass series, we will discover ways to adapt your service desks to the current crisis. In other words, normalize your service desk to adhere to the new normalcy by using the cloud version of ServiceDesk
Building an enterprise service desk with multiple service desk instances on ServiceDesk Plus
In this session of the Masterclass: Advanced Series, we'll look at how ESM works in ServiceDesk Plus. You'll learn how to integrate and manage different instances for different business functions using ServiceDesk Plus' ESM features. Join to learn the
Next Release : Mobile Device Manager Plus Cloud Integration, Custom Menu, In-Product Communication and other Enhancements
Dear Users, We are working for the next release with Mobile Device Manager Plus Cloud Integration, Custom Menu, In-Product Communication and other Enhancements. Below is brief details on these features : Mobile Device Manager Plus Cloud Integration ServiceDesk
Not able to reply to tickets
When I try to reply to a ticket it shoots me out and sends me back to my dashboard. Any idea on how to fix this?
The all-new UI of ServiceDesk Plus Cloud is here !
Hello everyone, ServiceDesk Plus' revamped user interface is released for the global audience. We are very excited to bring you this latest update. To ensure that users get the maximum potential out of the new UI, our product experts are hosting a webinar, where they demonstrate the new features and functions of the latest UI. Webinar details: What's new in ServiceDesk Plus Cloud's UI? Key takeaways: Learn to customize the service desk viewport for your convenience. Discover the benefits of Kanban-based
End of Support for Internet Explorer
Dear Users, Beginning with the General Availability of the New UI, ServiceDesk Plus Cloud will not support Internet Explorer to take advantage of modern web standards and to deliver improved functionality, security, and the best possible user experience. We will continue to support Microsoft Edge. Why we are discontinuing At ManageEngine, superior customer experience and enhanced security are our primary goals. With ServiceDesk Plus Cloud, we always strive to provide a modern, intuitive, secure
SAML in SDP on demand
Looking for the relying party identifier
The launch of ServiceDesk Plus' new UI is right around the corner
Hi there! After a successful beta test, ServiceDesk Plus' revamped user interface is all set to launch for a global audience very soon. We are very excited to bring you this latest update. To ensure that you and your team have a smooth switchover to the new UI, the first session of the Masterclass advanced series will be focus on the new user experience where our product experts will take a deep dive, demonstrating the improved interface and the new functionalities. Webinar details: Masterclass
ServiceDesk Plus Cloud - Custom Apps[Add On] Scheduled downtime for EU users on September 27th, 2020
Dear Customers, This downtime announcement is specific to ServiceDesk Plus Cloud users/organisations signed up in EU and for those who have enabled "Custom Apps" add-on. During this downtime, add-on "Custom Apps" in ServiceDesk Plus Cloud application alone won't be accessible and all other features & functionalities of the helpdesk will be accessible and work as intended We want to make you aware that we've scheduled a maintenance activity at our EU data centers on Sunday, September 27th, 2020, from
Next Release : Enhancements in Maintenance(new tab), Problem and Developer Space
Dear Users, We are planning for the next release with enhancements in Maintenance(new tab), Problem and Developer Space. Below is brief details on the features : Maintenance Module Preventive Maintenance Tasks are now converted as Maintenance module from where you can schedule and manage maintenance activities. Once a maintenance is scheduled, it will be executed as auto-generated requests to ensure smooth operating efficiency. The requests can be generated daily, weekly, monthly, periodically or
You have reached the maximum number of users that can be added. Please contact support for assistance
I am unable to add any requesters to my ondemand SDP. We have over 1500 users. https://sdpondemand.manageengine.com/app/itdesk/ Thanks Geoff
Coming soon: Beta release of ServiceDeskPlus’s new UI
Dear Users, We are delighted that an all-new UI for ServiceDesk Plus Cloud will be here very soon. Along with a refreshingly new look, the new UI brings Kanban for request management, improved dashboards, and a visually aesthetic user interface. We have brought in over 100 micro enhancements, all aimed at improving the user experience. If this interests you, follow this thread for the beta release announcement. Btw, it’s sooner than you think. :) Regards, ServiceDesk Plus Cloud team P.S.
SD Ondemand IP addresses for email
I was looking to confirm whether we could drop the old IP addresses from the SDP allowed IP addresses for mail pickup but noticed the old ones are still referenced in the KB and not the new ones. https://pitstop.manageengine.com/portal/kb/articles/mail-fetching-issue-related Can you confirm what IP addresses are in use so we can clean up as needed. Thanks
ServiceDesk Cloud: Time Spent Report
Hello, We've recently migrated to the cloud version of Service Desk from on-premise, I'm trying to configure my timespent reports, but various fields are missing and wondering if it was something that will be possible to add the following fields to the selector in the near future or does anyone know how to include it in the reports for the cloud version? Time Spent Start Time Time Spent End Time The query of the original report is as per below, but I couldn't find query options in the cloud version
Ability to Sort on Custom Fields in CMDB
Hello, I was wondering if its possible to sort by columns within the CMDB in ServiceDesk Plus Cloud? With the table settings it allows you to add other fields, but I'm not finding the ability to sort by columns. In the attached screenshot below, we would
Next Release : Request enhancements and behavior changes
Dear Users, We are gearing up for the next release on Request enhancements and that includes few behavior changes too. Below is a brief note on the enhancements, changes & issue fixes : Behavior Change in Request Field Mandate Field mandate defined in request templates will take precedence over Form Rules that make the same fields optional, as opposed to the earlier behavior. This behavior change applies to instances where you have mandated certain fields in a request template and then used the
Masterclass 2020: Session 4 - Building an effective IT asset management strategy with ServiceDesk Plus (29th July)
In the fourth session of ManageEngine's Masterclass 2020, we will discuss how to manage all assets in your organization's IT infrastructure, and optimize asset usage. Stay on top of your assets with an IT asset management (ITAM) strategy that helps you keep track of both hardware and software assets throughout their entire life cycle. We will look at how an educational institution upgraded from Windows 8 to the latest version after Microsoft announced end-of-life (EOL) and end-of-support for Windows
“The State of ITSM in the COVID-19 Pandemic” survey report
Hi there! We hope you’re safe and healthy. The pandemic triggered the workforce’s rapid migration from offices to home-based work environments. This effort was largely driven by IT teams like yours. Your team has likely tackled various challenges and overcome gaps to establish a productive remote work environment. To better understand the implications of the pandemic on ITSM, we decided to gather insights via a survey, ultimately receiving responses from over 500 IT professionals around the world.
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