ServiceDesk Plus Cloud slowness issue – US region
We are experiencing significant slowness issues with ServiceDesk Plus Cloud in the US region. Pages are taking a long time to load, and user actions (such as opening requests, or navigating between modules) are noticeably delayed. This issue is affecting
Slowness in SDP – Assets Module
We are currently experiencing performance issues with ServiceDesk Plus (SDP), specifically when working within the Assets module. The system is responding slowly, which is affecting our ability to manage asset-related tasks efficiently. We appreciate
Email delivery delayed
We're noticing longer than usual delays on email notifications sent from ServiceDesk Plus Cloud this morning. For example, I opened a ticket at 7:43am this morning through the technician portal, but the technicians in the group I assigned it to did not
SDP Cloud failure with O365
For no reason our mail fetching from SDP Cloud has stopped, nothing in SDP logs or Microsoft side that gives any indication. Removed O365 Mail integration to add back in again and successfully pass the Microsoft SSO stage but fail afterwards with a mesage
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?
Tickets deleted and falsely marked as "Resolved"
I am customer of ManageEngine and use their ServiceDesk Plus Cloud product to handle our IT helpdesk. I have a ManageEngine PitStop account but noticed that the ManageEngine technicians consistently will mark my tickets as "Resolved" without actually
Export from Table sometimes in another language
I have a view setup and I select to download all data from that view using the option shown here: You can see in the subject line below that when the report is ready, sometimes it starts with "Solicitud Table" and sometimes it starts with "Request Table".
Custom Script to append an additional field onto the Subject
I am trying to create a custom script that a form rule can use. It needs to take the value entered into one field and append it to the subject line. All my attempts end up with null being entered. This suggests to me that I am using the wrong variable
PowerBI Connector - Waiting for other queries
Hi all, I've recently started using the PowerBI connector for Service Desk Plus Cloud, and I'm having some trouble loading the data from Service Desk to PowerBI. When I try to request the data for the tables I need, I am consistently hit with "Waiting
Servicedesk plus cloud merges ticket even if the ticketnumber is not mentioned in the subject or body.
We have an HR colleague that sends us tickets for accounts & laptops on a regular basis. on october 16th she sent us an email with subject "Laptop + account voor Wxxx Oxxxxxxxxx" Yet that email was added in old ticket ##54148## "laptop + account voor
Big delays with refreshing information
Is there is any global problem with Service Desk + Cloud? I already checked portal with all status and it looks like everything is fine. Link: https://status.manageengine.eu/#/components/3fJbAAzWi8AT6i5Xo6qbIAWPJTTlcqbwRL6k1I3_szqHBKl6VtFQ4WwgzyaMwgPH
Azure Data Factory Zoho Linked Service
I have done all the setup and performed testing with Postman. Everything tested correctly. The intent is to GET all the requests daily so I can provide some statistical reporting. There is an existing linked service in ADF and I have attached the print
Custom Function for enabling request visibility based on departments / site
Since Service Desk Cloud does not allow you to select multiple departments or sights for a requester I'm unable to allow a requester visibility to requests from multiple departments. Has anybody approached this with a custom function in SD Cloud? The
Missing Auto Notification
Hello, we had a case the other day where one of the auto notifications did not get sent out. In the conversation area with the auto notification checked, the notification was not there. It seems to be a one off as other cases with the same template are
Issue on importing Assets with the Acquisition Date fields.
We are facing an issue when we try to import our assets inside the SD Plus cloud. All is imported well expected the Acquisition Date. We doble checked the format, but nothing, when we import the assets all the Acquisition Date fields are empty. Could
issue with request print preview history section
Dear the there is an issue when trying to print request, on print preview page the history section data not showing
Issue with the font formatting
Hello, After some updates on sdpondemand.manageengine.com portal Service, we have a lot of issues, which we didn't have before. Is it possible to personalize the formatting of the text when I reply or create the requests? Today the formatting of the text
Error when try to configure Exchange On Line email account
Hi All, Please, could you provide me some tips to fiz this issue? This email contains a valid MS Office 365 email account (exchange on line P1) Thank you in advance
SDPOnline down right now?
We are unable to load SDPonline from any internet connection at the moment? Any status updates?
System Slowness
between 8:15 and still happening, incredible system slowness. Talking minutes to load pages. Is there something happening?
Ticket Closure Happens Before SLA Can be Applies to Request by Business Rule
Hello folks, We have run into an issue with our cloud application where when a technician closes a request from the edit request dialogue by setting the dropdown to closed and updating the other mandatory closure fields the request closure happens first
Email fetching broken
All of a sudden our email fetching for all our sdp instances has failed yet the outgoing smtp is still working using the same username and password. We are using O365 & everything looks normal. There errors we are getting say it is unable to authenticate.
User Defined Fields Used to Create Dynamic Subject Lines
Hello, I have created a Service Request Template for new Teacher account creation. Within this template are user defined fields that I would like to have populate the subject line when submitted. I have attached a screenshot to help explain. Thank
Unable to generate report with Approval status "To be Sent" in SD+ Cloud
Hello Team, We are facing an issue with Approval status field in report module. When we try to run the report with approval status as "To be sent" condition then report is generated empty but in system we have many ticket with "To be Sent" approval status.
Switch email account to Exchange from IMAPS/SMTP, working however broken after password change
We recently switched our e-mail account from using IMAPS (for Inbound) & SMTP (for Outbound) to Exchange. We granted the app permissions and was working well. This morning we changed the password on the account and it stop processing inbox e-mails. We
Slowness In The Morning
Hello, All users in our instance have been experiencing slowness in the system on most mornings, going back a few months. Sometimes it is just a page taking a few seconds longer to load, and sometimes (but not often) the page times out. We have confirmed
I can't pass verification for a subdomain
Good afternoon! There is a domain rdms.ru . There is a cloud platform Service Desk Zoho. I'm trying to log in to the Service Desk through a subdomain it.rdms.ru . I do it according to the instructions - https://help.sdpondemand.com/customized-domains
Unable to move SDP Online Mail to modern authentication (O365)
Asking here because someone might have had this issue and found a solution. Curently SDP Mail server is setup using POPS with our O365 account. Due to security getting tighter, we have to migrate to Modern authentication (All user accounts are going
Open status changes to On-Hold when request added from API
Hello I am adding request via API and I am sending status = Open, but the same request created in Manage Engine has status On-Hold. Can you please help me with this? Thank you
Surprising upgrades without notification
Hi Team, We use Servicedesk Plus cloud with a large team of 30-50 and growing technicians. We recently moved from On-prem where upgrades/updates were in our own hands. Now we seem to get surprising upgrades with no notification whatsover. this causes
Cert Expired?
Anyone else having a cert expired issue? Using chome does not work to continue, had to use edge to get back in with the expired cert. Just expired like 15min ago.
Service Desk Plus Mail server settings
Hi All, im just in the process of setting up and testing the cloud version of service desk plus but I'm having some issues with the mail server set up and getting a generic error I've tried a Cpl of different ports but still the same issues Server name
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
IMAPS Connectivity to Office 365
We're having a really hard time getting IMAP to connect to our exchange online. Wanted to find out if anyone else is having similar issue or had issues and resolved it? We've verified IMAP is on for all users actually, logged in to the web for the user
API v3 - Can't close tickets
We are able to create tickets that are already in the closed status, but we can't close existing tickets via the API. Using the below Powershell snippet OR Postman, I can't get the call to succeed: If i purposely malform the request, I can get a JSON formatted error from the API, but in the correct format, I receive an HTML 401 page. Powershell snippet to close a ticket: function Close-Ticket { param([Parameter(Mandatory=$true)][Int64]$TicketId, [Parameter(Mandatory=$true)][String]$ClosureComment, [Parameter(Mandatory=$true)][ValidateSet("success", "cancelled")][String]$ClosureCode)
Processing incoming email: Creates new request instead of appending to existing request
Hi all, We're having some issues with the automatic processing of emails to our SDP OnDemand instance. In most cases, an email sent to the correct address with ##RequestID## in the subject line (where RequestID is a valid, existing number,) will be added
Service Desk Plus Inventory Scanner Terrible
Is it me or is the inventory scanner that is part of Service Desk Plus unreliable and doesn't automate enough of the data? I have approximately 340 devices it can't scan or the scan fails. I get the ones that may not be there but some are there and it just can't do what it needs to do. Seems like this utility needs to be rewritten? Anybody using something else to populate the inventory?
Request templates do not apply
Hi, When I go to edit existing ticket and want to apply the template - this only changes the description and not priority, category, impact etc. Is this a known issue? We are using the system at call centre and they simply have no time to go through each bit one by one. This works fine when I create a new incident but not when editing newly created from email Please help