API call from Postman - Contracts Module
Hello, We need to make an API call to the contracts. We need the active contracts. We also need to make the call for two contract owners. Should the API call be made individually by the owner? Would it be two separate calls? Is there a video or tutorial
How can I send an email notification to a specific user when a specific service template is created?
For example, when a new hire service ticket is generated, I would like a specific user (not technician) to be notified by email.
Business Rules vs Triggers: What is the difference?
Hi all, I have a cascading set of Business Rules that re-assign a service request to different teams, based on input of data in custom additional fields (meant for each different team). I can see that Business Rules and Triggers look almost identical,
OAUTH Scope for Announcements
What is the scope to specify for creating an Announcement when generating the API access token? There is nothing listed specifically for Announcements in the API guide (OAuth 2.0 - REST API - User Guide), and trying both General and Setup yields a 401
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
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.
Creating Request on behalf of another person
Hi, We are using SDPCloud and have the Professional subscription. Currently if a user logs onto the requester portal, the field 'requester' shows themselves but it is greyed out/disabled. We have situations where someone can't get onto their computer
Integration ServiceDesk Plus Cloud with WhatsApp
Hello Support, Can ServiceDesk Plus Cloud integrate with Whatsapp? Or are this integration planned? Regards, Rafael Vega.
Increase the size of an attachment that can be uploaded
Currently the maximum size limit to upload shows as 50MB, can this be modified ?
Custom Actions to automate ticket management
Scenario: Organization ticket retention rules are in place to manage how long a closed ticket remains within the SD+ instance. Current State: Every month the SD Admin deletes tickets found in the Archive section with a 'Completion Date' of 3 years or
How to Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide a field/fields that have not been answered on an incident request? We have many fields on our form and do not need to fill every field out when submitting a request. After submission, all of the non-answered fields show on the Request Details
Use SITE as part of Risk Assessment on CHANGE module .
Manage Engine provide us with this very useful Risk Calculator for Change Management. I followed the instructions and it works as it should: (apart from some translations, I'm using the exact same code as presented on this tutorial) https://www.manageengine.com/products//service-desk/it-change-management/change-risk-assessment.html
How to convert chat to Service Request (not Incident) ?
Hi ALL Our Users using Chat very intensively as mode of request creation. Currently Technician can convert chat only to Incident but we need convert chats to Service Request in 80% times. Dear ME Team could you implement this feature in SDP Cloud.
Settings of Requester Details section
Hi ALL How I can determinate list of Requester properties for ALL my Service/Incident templates across my instance ?
Disabling Two-Factor Authentication Prompt
Hello, I was wondering if its possible to disable the two factor authentication prompt that randomly pops up for requesters and technicians when accessing the SDP portal. I notice there is a "remind me later" button, but it would be much better to not
Removing unwanted assets with associated modules
Good afternoon, Our previous IT team poorly managed the Asset management section of Service Desk Plus. We would like to clean it up and remove some of the Product Types and Assets that we should no longer be tracking. Unfortunately, we have run into the
ServiceDesk Plus Cloud - Operational level agreement - (OLA)
Hello Support, To ask you on this post, is the release of OLA's on the ServiceDesk Plus Cloud roadmap? Do you have any estimated release date for OLA's functionality for ServiceDesk Plus Cloud? Regards, Rafael Vega
Script Help - Duplication of Request
Hello everyone, I am needing help with the deluge scripting. I am not a programmer by any means and the system does not have simple option built into it for this request. I have a user that access the portal and selects request a service. From there they
Custom Actions -- set due by date based on field
In our onboarding and offboarding templates we prompt the manager to select the employees expected Start Date or Expected Departure Date. We try to encourage these forms be submitted 2 weeks prior to either event but this happens in rare occassions so
Integration ServiceDesk Plus Cloud with Microsoft Power BI
Has anyone successfully been able to integrate SDP Cloud with Power BI? If so could you give me some direction please. Is there any plans in the pipeline to have this integration developed?
Task Dependencies in Service Request Templates - SDP Cloud
Hello, I was wondering if the ability to create tasks that trigger more tasks within a Service Request template is possible in SDP Cloud? We have a new hire Service Request template where we wanted multiple tasks to be triggered after completion of the
Obtain user role through Deluge
Hello there! I'm trying to discover the logged-in users role, from this, I would determine what elements to display in the presented template. For instance, if a bog standard user was accessing the Self-Service Portal logging a ticket, they would only
[SDP Cloud] Help Card for template request
Hello Support. Is there a possibility to configure a Help Card to register tickets in ServiceDesk Plus Cloud? That is to say: Use this area to display a short description or any instruction, notes, or guidelines for Requester. This is an example of what
Hide certain solution topics to specific groups
Hi, I'm new to Service desk and was wondering if there is a way to hide solution topics from groups of users.Our solution topics are named after the company which makes it easy for our technicians to add solutions but even if we publish the solution in the self-service portal and define a user group, the whole solution topic tree is visible even if its not accessible. Is there anyway that only the relevant topic that have been published to a specific group can be visible? Thank you.
SDP (Cloud) and Azure DevOps bi-directional updates and ability to create ADO Work Items through SDP
I am looking for something akin to this, https://pitstop.manageengine.com/portal/en/kb/articles/azure-devops-integration or https://dev.azure.com/HackSys-dev/ManageEngine%20-%20ServiceDesk%20Plus/_git/Scripts but written for SDP (Cloud), so in Deluge.
Remove Service Categories
Receiving an error when trying to add a new Service Category -- I've went through and deleted or deactivated old/unused categories but still cannot create a new one. Is there a way to know how many categories we need to delete -- currently have 198
disable edits in details view
In details view you can update fields and even though there is a rule that is set to make an additional mandatory, it isn’t forced before saving. Worse the rule will run if just the one field is updated, and then will run the second rule if the next field
Ability to Bulk Edit Change Requests
We've run into a scenario where we needed to migrate change and request tickets to a new Site. It was a process to migrate all our tickets to the new site but now need to work on migrating 1000's of Change tickets. Is there any way a bulk action could
Configuring Notes behaviours
Can admins configure the behaviour of the list of users shown when adding a Note comment with the @ symbol? We'd like to prevent notes being sent accidentatly to the wrong address or an individual outside of the organization. Ideally the first option
Change Zia name (Chatbot) and Welcome Message
Hi, We want to customize the name of our Chatbot in to something, and replace the welcome message with our own custom message, is this possible? Thanks
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
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
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
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
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?
Automatic ticket distribution
Currently we need to disseminate everything that happens in a ticket to a specific group of non-technical people, so that they can be informed. That is, this forwarding can be set up automatically and it works for both provided and received responses.
Closing comment - where are they?
Hey there, i have been using service desk for the last year. I have been dutifully adding closing comments to all my work orders, infact, the system will not let you put a ticket to "close" status if you have not put a comment in. A new tech to the company
Integration with Power BI
We are currently in the process of moving from Service Desk Plus to the cloud version. I currently have a Power BI dashboard that takes all the service desk data and displays it in a meaningful format. I'm connected to a SQL server database so the integration
Report - Line graph to show the number of open tickets over time
Hi Team, I've tried to do this in the MESDP Reports section but can't get it to work, can anyone tell me the settings to create a report that shows the number of open (by open I mean: not closed or resolved) tickets over time using a line graph? For example
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