Does SD Plus Cloud Allow Multiple Email Channels?
We used to use Zoho Desk for our ticketing needs, and have now moved to SD Plus Cloud. We've come across an issue where we have several different ticketed clients catered by different branches within our organization. (Ex. FirstLast@organization01.com for Client 01, FirstLast@organization02.com for client 02) When we respond back to our clients, we usually switch over to a different channel to respond back with a specific email address. However, we don't see this option here. Is there a way to create
Released : "Virtual Hosts & Virtual Machines and Asset Enhancements for SDP Cloud" and "Custom Function Schedule"
Dear Users, We have released "Virtual Hosts & Virtual Machines and Asset Enhancements for SDP Cloud" along with "Custom Function Schedule" and below are the details : Virtual Hosts and Virtual Machines Scanning Virtual Hosts You can now scan VMware's ESX and ESXi and Hyper-V hosts and fetch the virtual machines (VMs) created in the hosts. Besides scanning, you can import and manually add virtual hosts and VMs. Scanning virtual hosts help you track the relationship between virtual hosts and the virtual
API key section missing on SDP on demand
Hello, I'm looking at the REST API documentation because I need to put and extract some data from tickets and projects. I got to the API KEY generation but found no "API KEY" section in the user manager. In theory im an administration (I can view/edit other users, for example). What am i doing wrong? Thanks in advance, Max
Removing the 'Site' Drag and Drop field in Incident templates?
Is there a way to not have the 'Site' field show on Incident templates? I can't seem to be able to remove it from any of the templates. We do not want the requester to see the field - and I can't select it through a custom action either. Any help would be appreciated! Tony
Masterclass – ServiceDesk Plus online training series - session 2 May 30th
Hi folks, We're hosting a webinar May 30th on Building a highly responsive service desk using ServiceDesk Plus, the second session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Establish communication to reduce ingress of tickets Assemble an incident response team Collaborate effectively to quickly resolve the issue Automate incident management processess Initiate root cause analysis and enrich the knowledgebase Using examples, we'll demonstrate how
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 15-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic - "Service request: Employee On boarding simplified" which was conducted as webinar on 15-05-19 We will post the webinar video shortly, which will be follow by questions and answers which were discussed with participants after the session. Please watch the webinar video and feel free to discuss your questions with us, we will be more than happy to assist you. Refer the link below, to know
Next Release : Resource Management and CMDB Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Resource Management & CMDB Enhancements" and below are the details : Resource Management 1. Option for resource managers to plan, manage, check resource availability, and assign tasks to technicians. 2. Resource Management is accessible from the Home tab, Projects module, and individual Projects. 3. Categorize resource utilization based on the workload. 4. Option to filter Tasks based on time or time scale. 5. Option to filter
Released: Zia for ServiceDesk Plus Cloud
Dear Customers, We are glad to announce that Zia, the AI assistant from Zoho, is now available for as a conversational virtual support agent for the users of the cloud version of ServiceDesk Plus. Zia helps perform simple service desk activities and fetch information, so end users don't have to rely on a technician. And with access to a conversational virtual support agent, technicians in the field can now perform service desk activities with simple hands-free voice commands. End users and technicians
Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, As planned and informed earlier, the Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center has been carried out today May 08' 2019. Hope the following list of IP's are white listed in your end. 136.143.187.53 8.39.54.54 136.143.186.53 8.40.222.54 Going forwarded this minimized list will be used by ServiceDesk Plus Cloud for mail fetching. You can refer to the main post by clicking here. Please get back for any further clarifications.
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, Customer's who are using their organization's mailbox/server would have configured their firewalls & white listed a set of 15 IP addresses to communicate with the ServiceDesk Plus Cloud application accessed through https://sdpondemand.manageengine.com/ i.e ServiceDesk Plus Cloud served from US data center. We are planning to minimize the list of IP addresses in the future and that would be valid irrespective of Service Provider. Also, this will avoid problems in mail fetching & mail
Masterclass – ServiceDesk Plus online training series starts May 15th
Hi folks, We are glad to announce that we will be hosting ServiceDesk Plus Masterclass series for both on-premises and cloud starting next week. The objective of this webinar series is to showcase every day IT service desk problems and how ServiceDesk Plus can be used to solve them. This series has 7 sessions covering various modules in ServiceDesk Plus along with a dedicated sessions for integrations, ESM and Analytics. Here’s a brief look at upcoming sessions: View detailed masterclass schedule
Released : Requests Life Cycle
Dear Users, "Requests Life Cycle" for ServiceDesk Plus Cloud is released today and is available live. Request Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
Next Release : Requests Life Cycle
Dear Users, We are planing for the release of Requests Life Cycle shortly and below are the details : Requests Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
SDPlus on Prem to Cloud migration export process
Hi I have tried to run the export utility and now my prod system isn't running at all. There isn't very much indication of anything happening. The export process would be so much better if there were status on the export. Things like it started, the progress, the success or failure of the process. Any one had any luck with the export process yet?
Next Release : User Delegation
Dear Users, We are preparing for the next release on User Delegation and below are details : User Delegation Configure backup users to handle requests and approvals of users during their planned leave. Using this feature, you can reassign service and incident requests and configure backup approvers for service, incident, and change requests and purchase orders. Under Setup >> Automation >> Delegation, enable the feature and configure the global settings. Users who mark leave after you enable the
Next Release : Asset UI Enhancements
Dear Users, We are planning to release "Asset UI Enhancements" for ServiceDesk Plus Cloud and it will include below enhancements in respective ESM portals - IT Desk & Facilities Desk : Assets-UI Enhancements 1. Assets and Components sections added under Assets module. IT Desk - Classified into IT and Non-IT assets category. Facilities Desk - Categorized into facilities-based product classification (Safety, HVAC, Appliances). 2. A dashboard view of all the product types in the organization
Cannot Edit/Remove Vendor information in Purchase
Hi, we are trying to use the Purchase feature in SDP on Demand and finding it really non-user friendly. After you enter a vendor's name, there's no option to modify the entry if I made a mistake or typo. see attached.
Change Multi Stage Approval
Hi, We are looking to implement a 2 stage approval process for changes which requires the approval from 2 different groups of people. We know the changes have multiple stages, however we would rather only have 2 approvals that alert the first stage approver when a change is raised, then once the change has been approved by group 1, approval is requested from stage 2. Can you point me in the right direction as to how to implement this in SDP on demand please? Thanks
Multiple identities
Guys, Is it possible to add 'multiple identities' to the 'Requesters' in SDP? I've got various people that are one and the same person, but are emailing me from home, either from work (from different mailadresses thus). Merging those different mailadresses into the same person would improve useability a lot in terms of searching on names (requesters). With regards, Sven
Hovering mouse over fields in Requests screen
Hi, At the moment if you hover your mouse over the "Subject" field in SDP you get a pop-up with an overview of the ticket details. I'd like to suggest the same function is available when hovering your mouse over the "Requester Name" column in the same screen. That makes it easier to see the details of the requester, including a phone number to call them. I know this is available if you click in to the ticket, I'd just like it on the main Requests screen. Thanks.
Integration Office365 & ServiceDesk Plus (Cloud)
I have a problem making the connection between Office365 & ServiceDesk Plus (Cloud). Basically in the integration of office365 and servicedesk plus (cloud). I have reviewed forums and manuals, but I can not configure. Can you help me? We are in a Hybrid environment (Office365) but I still cannot connect between these 2
Status change from on hold when requester replies
On the on prem version of Service desk plus it was configurable to change the status of the requests that were put on hold to open, when requester replies. Is there any way to achieve this using the cloud version?
Auto Assign tasks to Load Balanced Technician
Our end users will be able to put in a request through a request template. So when they do, we have that template on submit assign a technician group to load balance. This one does have an approval. But, even though a technician gets assigned, the tasks don't get assigned to that same technician. We want it so when a request is put in, the assigned technician gets assigned or made owner of that particular templates tasks. How? or Why can't we make that happen?
Coming soon to ServiceDesk Plus Cloud: CMDB
Dear Customers, We're happy to announce that the long-awaited CMDB module in the cloud version of ServiceDesk Plus is almost ready for release. It'll be available in a couple of weeks. The new CMDB module enables service desk teams to: Map modules and individual items to CI types and CIs, respectively. Define custom CI types, and collect additional information through custom fields. Configure relationships and cardinality between CI types. Associate CI information with incidents, service requests,
Is there a way to have the 'Remote Control' link in the Requester Details call up Teamviewer instead of the built in ZoHo app?
We would prefer to use TeamViewer over the internal ZoHo Remote Support option. Is there a way to do this in ServiceDesk OnDemand?
ServiceDesk Plus Cloud – Slowness issue
Hi, This is an advisory on application responsiveness issued to all the users of ServiceDesk Plus Cloud application. You are requested to read the following advisory carefully to understand the issue, the measure we have taken and our recommended plan of action. Issue reported: Slowness of the application from 1am PST, 23rd January, 2019. The root cause identified: An application update on Monday (Jan 21’st). We released a bunch of features including enhancements to the Request List View. The
Unable to answer a survey
Dear Team, We have a scenario where employees wants to answer unanswered surveys at the time it was sent. They get the following:
ServiceDesk Cloud - Unbearably Slow!!!
I have raised this issue 3 days ago with Dandy and have had no resolution or update, today its taking up to 22sec to click a request from open to resolved! This is ridiculously slow and seriously affecting the productivity for all of our technicians. I have been on hold trying to get through to support for the last 46 mins I have been sent 2 reference Id's 5094613 and 5094621 and no call back no email please advise urgently.
Unassigned Requests
Hi All Please assist, the portal is showing all the requests as unassigned even if they are assigned to technicians.
Does the “New Incident” button label conform to ITIL v3 Standards?
I was wondering since ITIL v3 splits incidents into two categories being “Incident and Service Requests” should the button “New Incident” under the Requests tab read “New Request” ? I think the label of this button should be configurable in OnDemand ServiceDesk Plus. Who agrees with me?
OnDemand afternoon (CDT) slow downs
I've noticed for quite sometime now, that SDP OnDemand will slow down quite a bit in the afternoons. I come in around 6:30 AM CDT and everything is clicking and flying - no issues. Then around 12 (noon) CDT I start to notice SDP slowing down. I have to be patient when clicking on drop downs - 10-15 second delays Sometimes you have to wait for tickets to be created when selecting Add. This has been fairly consistent, so I just wanted to report it, and see if others notice it as well during these time
Domain Verification
Domain verified but still users are required to accept invite.
Next Release : Request Module Enhancement
Dear Customers, We are preparing with a set of enhancements for Request module in ServiceDesk Plus On Demand. As a headsup, below are the list of enhancements that are bound to be released soon. 1.Requests List View enhancement. 2.VIP requesters. 3.Preventive Maintenance Tasks for Service Requests. 4.Duplicate Service Requests. 5.Form Rules Enhancements More details about the above features and & behavior changes done in the Request module along with the Zoho Analytics Integration enhancements are
Features in release pipeline - ServiceDesk Plus OnDemand
Dear Customers, We would like to list down and provide a glimpse into the major features that are in immediate release pipeline for ServiceDesk Plus OnDemand. CMDB Request Enhancements Zoho Reports Integration Request Life Cycle (RLC) CMDB CMDB, we can manage all the Configuration Items (CIs) that are critical to an organization and their relationships. This helps us to identify Business Impact or perform impact analysis before implementing a change. Define custom CI types. Relationship map now includes
Mandate Attachment and hide asset field
Hi, Is there any way Mandate Attachment and hide asset field Thanks in advance
Next Release : Change Enhancements & Bug Fixes
Dear Customers, We are preparing with a set of enhancements & bug fixes for Change module in ServiceDesk Plus OnDemand. Below are few enhancements & behavior changes done in Change module : Enhancements You can now export or import all change conversations. To export, go to Setup >> Export Data >> Conversations >> Changes. Note that you can export request conversations under Setup >> Export Data >> Conversations >> Requests as captured below: To import, go to Setup >> Import Data >> Conversations. You
Reports with Time Spent
Good Day. I need some help Please. I need to generate a report with a "time Spent" column (1) Also i need to be able to select "requester email" in search criteria (2) Please help
Reporting in sdpondemand.manageengine.com - Service Desk Plus
Good day I need some help with reporting in Service Desk Plus. In the columns to display, I need to be able to select - time spent In the filter options I need to be able to select - requester email I need this because I have to pull reports on how much time was spent on a particular requester/client Please help
Generating Reports
Hello, Seasons Greetings from ManageEngine ServiceDesk Plus OnDemand! We are planning to limit the number of records you will be able to generate reports for, in the OnDemand application. You will be able to generate reports with up to 15000 records. If you feel like your report's record count is going to be larger than 15000, then you can split the records using the filter options and generate your reports. Note: This limitation is only for the Reports section, the number of records you will be
Additional fields
Hello guys, I was experimenting with some additional fields to build some templates for us. I noticed a 'Web URL' field so i hoped for the best. Unfortunately it is not, and hardly worth naming as such... it is not behaving as a true URL if you go look into the details of a service request. You cannot click it, because it opens in edit mode - as a result you cannot click the URL itself to open the address. It is really, but really disappointing to see something like this... this is just adding a
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