Avoiding duplicate autmated tickets
I'd like to autogenerate some tickets from a csv file containing a list of issues. I was going to do that by generating emails to our ServiceDesk mailbox. Eg with subject "Install Windows 11 on xxx", or "Remove xxx from computer yyy". The problem is that
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
Migrate from Google Workspace to Office 365
Hi ALL I have simulated case - Change cloud provider from Google Workspace to Office 365. Currently all Requestors sign in to SDP Cloud as Google's users. What i need reconfigure in SDP Cloud side if Google Workspace will be changed to Office 365? What
Fallout 76 caps guide: 26 efficient trading tips for marketplace success
If you’ve spent any time wandering the wastelands of Appalachia, you know that Fallout 76 caps are the lifeblood of survival. Whether you’re stocking up on ammo, rare crafting materials, or just want to decorate your CAMP, having a steady flow of caps
Autoassign with specific technician groups
Can you auto assign technicians based on technician group or ticket category? I have some tickets that on specific categories should only be assigned to specific technicians, some categories should be assigned to two or three technicians. Can I have a
Massive update of Changes
I have 200 closed changes and I need to add 1 piece of data, specifically, a date. How can I do it? I tried the IMPORT WIZARD for Change. Using a dummy ID (CHG-100) and the changes sample CSV file. Trying to modify only the title on this particular change
Notify REQUESTER when a task is assigned
Hello, would like to notify the requester that action is being taken on the incident = task is being assigned (in my case we are "setting an appointment" - is there any way to include the REQUESTER when the task is assigned or when the task "reminder"
Replies from Outlook (actionable item) are marked as private
Hello, we are evaluating ServiceDesk Plus Cloud and I encountered the following: When a technician replies to a new request in Outlook by using the actionable item button "reply", an E-Mail is sent to the requester with the text. So far so good. The reply
ZOHO Project vs. SD+ MSP
We're looking to enhance our project tracking abilities and find the Project module within SD+ limiting. We currently run it as On Prem but have some questions about the differences between products. - Does the cloud version of SD+ have the same features as ZOHO Projects? - How easy is it to integrate ZOHO Projects with SD+ modules (i.e.: Change, Problem, CMDB)? - Does the cloud version provide analytics through ZOHO Reports or does it have a similar design as ZOHO Projects? We are specifically looking
Delete Resource Questions
Hello everyone! Can anybody please point me in the direction of where Resource Questions live/can be deleted? We have several resource questions that have been created during testing that we would like to delete but there does not seem to be an obvious
Oganization Invitation email
How or where do I edit the contents of the organization invitation email that is sent to the user to join the organization?
Duplicate Assets Created in Purchase and Imported Intune device (using Scan Script)
I noticed that when we prepare for example a Purchase of new laptop, it will create a new Asset. When the purchased device was delivered, and we joined the laptop to Intune, it will be added as another Asset since we deploy a Scan Script. Now, the assets
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
Set request due date with one click
To set the due date on a request, I have to edit the request, scroll down a bit and click on the Due Date field. In view mode, the due date field is shown in the right hand panel. Would it be possible to make that clickable so we can change the date without
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!
Configuring a Power Automate Connector for On Prem SD
Has anyone had success with this? The requirement to have input data wrap the JSON seems to be causing error I am trying to send an Post to Manage engine Service desk. I have a data connector that is linked to the on prem server hosting the site. I can
MSP Device Scan versus MS Intune Integration
Hello, I would like to get a better understanding as to exactly what would be the advantage of turning on the Intune integration with Network Probe scanning already running. One concern of mine is that I don't want find out that turning on MS Intune Integration
Search for Pending Tickets with Completed Tasks
Is it possible to search for Requests that are still pending but have all associated Tasks completed? We run into this issue with onboarding/offboarding tickets when one group holds the ticket but is reliant on other groups/techs to complete an assigned
Where to add Related Customer in CMDB?
Where to add Related Customer in CMDB?
Insert Solutions in a Reply
Hi, I don't see it available in ServiceDesk On-Demand, it is useful for Technicians to insert the solutions from Solutions database in a Reply. Thanks Dr.Iz
[API Issue] Technician field remains "null" after assignment
Hi Zoho Support / Community, I'm currently building automation for ticket assignment in ServiceDesk Plus Cloud (API v3). While the assignment API returns a successful response (status_code: 2000), the technician field in the response remains null. Here’s
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
Modify subject line add text to the end
Hi I want to add a custom function so that when one of our Patch Testers raises an incident it updates the subject line and add "Patch Tester" to the end of the subject line. I can't seem to get the script to work?
Top page takes a very long time to display
Since around 14:00 on 6/6 JST, screen response on SDP Cloud has been very slow. It takes tens of seconds to several minutes to display the screen. In particular, the first time the top page (...../HomePage.do) is displayed, it takes a long time. After
Append the subject line in SD_+ request with a cutom field ( SCRIPT)
HI Im trying to append the subject line with a custom (additional) field called Employee's Name (UDF_CHAR7) so that the subject field has the existing subject line and then append the Employees name to the subject when the form is saved (submitted) the
Calculated time between fields (combined)
Scenario: We have a template where users can submit a request to work remotely for up to 90 days in a calendar year. The user can take all of the allotted time at once or divide it up throughout the year. Use Case: HR would like to better track the total
Staff Photos on Service Desk plus from Azure
Are there any plans to sync staff photos stored in Azure to Manage Engine, this would be via Zoho directory. We believe this would be beneficial to technicians.
Undo merge of requests
Hi all Sometimes when merging requests we select the wrong parent request. Is it possible to undo the request merge? Kind regards Steve
Consumable API
Hello. Did SDP have API for consumables? I need documentation consumables API for get and update consumable, add quantity, and allocate. Thank you!
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
Department is set to General for all new users
Department is set to General for all new users Noticed this today, for all new users. Department is showing correctly in Zoho Directory, and the mapping for Department is correct, no changes since we implemented the system.
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
Clear additional field
Hi Guys, how can we create a custom function to do blank the custom field on Business rules?
Regarding getting list of Requests based on specific criteria using Rest API
I am trying to get list of requests based on certain search criterias like time,ticket status.In the API documentation the steps are not provided for this type of operation. How can I do that ??
Get Solution with Roadrunner Email Settings
Assuming you are utilizing roadrunner email on any outsider application like apple mail, windows mail application, Microsoft Outlook, Mozilla thunderbird, or email client then you want to set up your roadrunner email on IMAP or POP3 server with the goal
Script to set additional field of request from requester field
Hello everyone, i would like to have a script that, on form creation, populate an additional field of the request with the same value of an additional field of the requester. I have configured the form rule on creation and added custom action "execute
Technician requests
How can I auto-assign a request to the requester when they are a technician?"
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.
Category, Subcategory, Item vs Configuration Item
Hey everyone. I'm curious about the appropriate use of CSI vs CI in service requests and incidents. What is the intended purpose of each and how have you specifically implemented these two concepts into your environment?
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