Possibility to get a Change Role Email_ID for use in a Custom Function
I am creating a new function that will be used as a schedule and I was wondering if it's possible to get the email value of the Change Approver role. Part of the function will be to check all change tickets against a set condition and then send an email
Start chat from within ticket
Hi Is there a way of starting a chat with an end user from within a ticket? Driving all communications through a ticket is easy enough via the Reply functionality, this still relies on emails. What I'd really like to be able to do is for my agents to
Change Ticket Creation From Email
I am wanting to create a workflow to take input from an Email (using something like a Microsoft Form) to generate a change ticket in SDP Cloud using a Change Template.
Selfscan.exe / VBScript is scheduled for deprecation.
We use selfscan.exe and a scheduled wrapper to scan our laptop endpoints for audit purposes. As they're mobile endpoints with no network line-of-sight to a OnPrem server using a Probe is not possible. We've recenlty noticed the following warning in the
Optimal Solutions Template
We’re looking to standardise our Solutions (KB) articles for Helpdesk use and would appreciate guidance on an effective, practical structure. Is there anyone here who has a Solutions template that is optimised from the default template? Any additional
Slowness of sdpondemand.manageengine.eu
Hi. Is anyone else experiencing incredible (excruciating) slowness of the SDP Cloud app in the UK in last few months? Today is much worse than usual (virtually unusable) but the status page does not indicate any issues. All other cloud based apps that
How to divert a specific mail address to a particular service request template
We have a number of mail addresses configured, however when the email is processed it only creates a ticket using the default template. How can we control this? Ideally, I would like to specify that mail address "X", will create a service request (not
Reporting - Description
Is it possible to build a report that filters on certain keywords within the Description I need to generate a report on a certain keyword in requests, and instead of adding an extra field, I would rather report on that keyword existing within the Description.
What's your standard Layout of Dashboard for different audience?
Hey, I'm creating Dashboards for different audiences, such as Technician Support Group Manager Service Desk Manager Executive Officer/ CEO/ CIO Please share your dashboard screen so we can get ideas.
You have reached the maximum forward limit for this request
On our HR instance has experienced this issue with a couple of requests. Is this an option that can be increased.
[SOLVED] How to add the value of Additional Field in the Subject?
On form submit, how we can achieve that after the requester added a Request, the Subject will be updated into a format like below New Employee Onboarding: [Company Name] | [Display Name] Both [Company Name] and [Display Name] are Additional fields as
Details of Description box must be the values of the Custom Fields in the Service Template Form
Hello, We want to utilize the Service Template form, we customize it, and our goal is to have the values reflected in the Description box, like a summary of what was filled out in the form. When we created a custom fields, as follows FIrst Name = txt_first_name
tree care
Proper tree care is essential for keeping our environment healthy and communities safe. I found that using tree inventory software made it much easier to track, manage, and maintain all the trees in our care. It really highlighted how technology can help
Add a note as first response when a technician is assigned
Hello everyone, Im working with SLA and Im tryng to "automate" first response. Is there a way to automatically add a note as first response when a technician is assigned in SDP Cloud? Ma be through a script or anything. Thanks regards!
Role or permissions to close change requests
Hi. We've recently started to use the change module quite heavily but are having a problem with Technicians not being able to close changes. We currently use 2 custom roles, 1 (Technician) gives view access to the change module. A second (Change Request)
Checklist GET API?
Is there an API available to get checklist items associated with a request checklist? We're trying to pull this data for some analytics. Not trying to post, just get. We're trying to figure out how much time is elapsing between a checklist item getting
Add attachment to a request using Power Automate
Hello, May I know how to attach an attachment to a request using Power Automate? I tried HTTP Post in Power Automate but encountered "UPLOAD_RULE_NOT_CONFIGURED" error. What is this error meaning? Response {"response_status":{"status_code":4000,"mes
write for us
I am TejaVarma working as a content writer at Tech Gloss. So, we take immense pleasure in facilitating a fabulous favour to all the present-day writers to ‘write for us' about tech trends. latest gagets, apps etc. https://techgloss.com/write-for-us/
Help Card does not show automatically
Am I doing something wrong? When a Help Card is set for a template, I would expect this to be in an open state automatically? Instead it seems like the user is expected to click on a Help button, located top-right and out of line of site for the user
Approval for requester missing need info
Greetings, Is it possible in ServiceDesk Plus - Cloud for a requester to have the Need Info option under My Pending Approvals as well? This option is available for Technicians. As per example below. Requester View: Technician View: Thank you, Regards
Color coded widget in Dashboard when High Priority Ticket Registers
Hi, I would like to create a Dashboard with widget that counts the number of High Priority Tickets? If possible, the widget flashes red to gain attention and notify the Team in the NOC that a High Priority ticket has been registered in the ServiceDesk.
Technicians showing offline even though they are using SDP
This issue started happening around 20th January 2026. We have noticed an issue where Technicians are using Service Desk Plus Cloud, but in the top right it shows them as offline. Also if you go into Tech Availability Chart hey also show as offline in
Confluence Extension doesn't work
Dear ManageEngine Team I've recently tested an extension that connects Service Desk Cloud with Confluence through extension and as I've found it doesn't work due to .js errors. Please take a look at it.
Move request to 2nd instance automatically when closed
Hi, Is there a way or a workflow I can set up to create a request in a 2nd instance after it is resolved in instance 1. What I want. Request is logged using specific template. When this is resolved - It is closed in Instance 1. This in turn kicks off
Unused Additional Fields
Good day, It seems I have reached the limit of additional fields you can add in Service Desk Cloud. Is there any way I can run a report to see which additional fields is not in use or assigned to any templates, or any other way that does not involve checking
Edit Product Type - Remove Field from Additional Asset Details
I wish to remove two fields from the additional asset details section, which we created a while ago, but no longer require. How is this done ?
How can I use question answers in a custom script? (Service Desk Cloud)
Hello, I recently started working with the servicedesk in our company and wanted to get into custom scripting. How do I find the UDF-Name of a question field (resource field)? I tried using chatgpt and searched online, but those answers didnt help. Kind
additional headers with connection in invokeURL not working
Hi all, I'm currently implementing an extension that makes requests to our service outside of SDP. Due to some internal logic usage, we need to append an extra header. Currently I'm testing on my custom functions. Below is my code snippet: headerMap =
Custom view for Requester
Hi ALL My Requesters want create some Custom View - how to? They need: 1) All requests of my Department 2) All requests waiting my approval
Are AU datacenter details available oin the Service Status page
Hi Team. We use the Service Status page as the first check on any potential issues we're experiencing. At the moment this doesn't show any Australian datacenter details. Are there plans to include this.
Search criteria not working inside custom widget
Hi all, I tried to use search criteria inside of a custom widget to get a specific record from a custom module but got the error message: message: "Value for url is too long" I wonder is there a way to use search criteria inside a custom widget? Thanks
Disable Worklog
Hi, Is it possible to disable the worklog for a specific ticket template in Service Desk Plus cloud or adding the worklog automaticalliy with a script or custom function.
Notify Requester after a period of time (OnHold Status types)
Scenario: A requester submits a request and does not respond to the Technician. The Technician would like to close the request if there hasn't been a response. Use Case: ServiceDesk teams can reduce the total count of requests by closing unresponsive
Asset - Asset Details - Mandatory field
Is it possible to mark a field within the Asset DB that is mandatory, i.e. such as the Asset Tag and Serial Number fields.
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.
Actionable Messages for Outlook for all notifications
Dear Team, We have enabled Actionable Messages for Outlook; however, they are currently not available for all notifications. For example, the Request Created notification includes actionable messages, whereas the Request Resolved notification does not.
Get inline attachment in a request note
Hi all, I wonder is it possible to get the attachment inside a comment (inline attachment) using any api endpoint? I tried the URL in the image tag "src" attribute, for example the inline attachment in the description is: "description": "<div class=\"personalize-wrapper\"
what is a manuscript in research? | Need Expert Guidance
Manuscript writing is extremely important as it involves all the important detail, guidance and necessary points that makes a research successful. But I need guidance from experts about what manuscript research is and how can I excel in this research
Dashboards - Lock Chart Types
Is there a way to stop technicians altering the chart type on shared Dashboards, so that they are all working from the same view. I have investigated the role settings etc, but cannot see anything that relates to edit rights etc.
Reports - Access to Dashboard (Missing)
The option when saving a report to allow Access to Dashboard no longer seems to be available on any new reports. Any idea why. I am the system admin, to have full rights.
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