Add last note to Email Notification
Hi, Is it possible to add the last note to an email notification. When re-assigning tickets between IT Teams, it would be nice if the email contained the last note added, i couldn't see a variable in the email templates for this? Regards, Jamie
Maintenance tasks in the cloud version of SDP?
Hi Guys, In the onprem version of SDP we could use Preventative Maintenance Tasks to automatically create a ticket for the weekly tasks due on that day and have it run each week/month. We have now moved to the Cloud version of SDP and cannot find a similar
Changing default legend in SDP Cloud, Tech Availability Chart
Hi guys, We are running the cloud version of SDP and instead of having the legend as below... Is it possible to have headings such as "In Office", "Annual Leave", "Training" with the appropriate colours? Thank You
Add TimeStamp to reply and forward template
Hs anyone figured out a way to add a timestamp to the reply or forward templates? I have a user request currently to have the time of the last technician update or response in the body of the reply/forward notification. I have looked through a lot of
Is there any way to scan XP/2003 computers?
We still have a few XP/2003 workstations. but the SelfScan.exe is not support these OS. But the vbs script "ae_scan.vbs" is still can run on XP. i tried to run it and i could generate the XML result file. But i don't know if we can upload this result
Delete accidental email on request
I have a technician who accidentally replied to the wrong ticket. I know the email has already been sent to the requester but is there no way for us to delete that email from the ticket conversation? What if it contained sensitive information? I would
Assets API: Get an asset by a serial number or an asset tag
As documentation suggests, we can get an asset by a unique internal ID. But is there a way to get an asset by its serial number or service tag? Sample GET request URL https://sdpondemand.manageengine.com/app/itdesk/api/v3/assets/162000000000961231 We
Can I still export filtered list from within request module?
Previously with our on prem instance of ManageEngine we had the ability to go into the request module and filter if desired then export to .xls, pdf. etc. Can this be done with hosted version of service desk plus?
Fetching stopped but we started again and still no tickets
Fetching is running but we haven't received any tickets. No changes have been made for this to stop fetching.
Is there a way to include the conversation thread in a reply
Hello, My technicians are asking if there is a way to include part or all of the conversation thread when replying to a case. It seemed like at one point this was possible when using the reply link on the red comment bar but now all we see is the reply
PowerShell Rest API V3 OAuth2 and SDP in Cloud
Dear Community, we would like to use PowerShell Rest API V3 and SDP in Cloud. We followed the instructions from this page: https://www.zoho.com/accounts/protocol/oauth/limited-input-devices.html and trying to to create initiation request -https://www.zoho.com/accounts/protocol/oauth/devices/initiation-request.html
What is "service" used for in purchase module?
I created a test PO and select the "service: item. After i received item. Where can i find it? Thank you. Not like the products. i can find it in the assets module..
Site or Department custom fields
Maybe I'm just missing it somewhere. How do you go about adding custom fields to the Site or Department items? I'd like to add a field for an internal reporting field titled "Cost Center" but I'm not seeing either of those categories available in the
Access Worklog Timer using API
Is there a way to start and stop the worklog timer from the API?
Can i add any popup windows in custom funcions
We are testing Asset Life Cycle and wrote some custom functions. But we faced these problems. need your help. Thank you. 1. Can i add a confirm button when i click the asset life cycle button. currently, if i click the button carelessly . the asset's
Appending field
Hello, I'm trying to append a couple fields to the subject line in SD+. The code I've got is: //get first + last name and append to subject to include full name if($CS.isFormSubmit()){ var firstName = await CS.getValue("UDF_FIELDS.UDF_CHAR2"); //new hire
Request Date field to be now +2 business days
Hi team, we are looking to create an onboarding form, where we do not allow the end user to specify a date field, less than now + 2 business days. Any suggestions on how we might be able to look at doing this? The business case behind this is, that we
Approval history report with comments
how can we get the approval history report and with comments in this cloud SDP?
User Defined Fields Used to Create Dynamic Subject Lines
Hello, I have created a Service Request Template for new Teacher account creation. Within this template are user defined fields that I would like to have populate the subject line when submitted. I have attached a screenshot to help explain. Thank
How to auto assign to group based on category
Hi, please can you advise how I can auto assign Incidents based on the selected Category to a resolver group? We only have two resolver groups, with multiple categories between them.
Offboarding\Onboarding - Working backwards from end date?
I'm struggling to see how we can use the built in features of SDP Cloud for onboarding and offboarding. END dates are always known. Currently our onboarding and offboarding templates have tasks, with specific technicians assigned to said these tasks.
Mail server modern authentication?
On this page. https://help.sdpondemand.com/new-mail-server-settings$o365-outlook There is a button to switch modern authentication and basic authentication. But there is no button on our system. how do i make it show up ? Thank you.
How to write a multi-line strings in custom function?
I want to use custom function to send some notifications. I tested on https://deluge.zoho.com/tryout , it worked. text = "Line 1\n" + "Line 2\n" + "Line 3"; info text; Will output Line 1 Line 2 Line 3 But in SDP custom functions. I will output Line
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.
Name picker field in ServiceDesk Plus Cloud?
Is there a way to create a new field in ServiceDesk Plus Cloud such that the field is a drop-down list of Requesters? Even better, would be that the drop-down list is a member of a specific organizational role?
Formatting of emails sent from ServiceDesk+ App and Outlook Smart Replies
When I send a reply to a ticket from ServiceDesk+ App for IOS, the description is missing the last reply, and doesn't have my signature. Where is the formatting and settings for this?
[SDP Cloud] Best practise for escalate between lv1 and lv2
Dear Bros, As a common IT operation, some issues/requests need to be escalated from level 1 to level 2 support. But as my cooperation requirement, level 1 has to comment on what they have done as first checking, these may be a comment, an image, a file...etc
SDP-Cloud - Looking for approval by Email solution
Dear bros, My company is using SDP cloud, standard version with Service Catalogs add on. I'm trying to find solution for approval by email. I understand that the approver can come to SDP and click to approve function. But as we all known that the approver
How can we add more groups to the scheduler?
For example if we want to add a general reminder to the services desks calendar for all employees to see?
Mandatory Approvals & Reporting
Hi there, Have been working with SDP for years, but this is my first time working with approvals. We have been informed by our auditors that we need better approval mechanisms and reporting. Manually sending approvals is very simple, but we want to be
Reply All Button
Would be nice to have a "Reply All" button in the conversation view or on individual messages to be able to reply to all of the reciepients of the last message. See my attachment for examples.
Integrating Lansweeper and SDP
Is it possible to connect Lansweeper and SDP so that asset information from LS is passed onto SDP? At a minimum, can SDP ingest a csv file with asset information?
ServiceDesk Plus Cloud - Agent based asset scans?
I see that ServiceDesk Plus (non-cloud) has the ability to scan assets using an agent called DesktopCentral (formerly AssetExplorer). We have ServiceDesk Plus Cloud and are looking for a way to regularly scan remote laptops that are not on the domain.
Work Timer on Task that is associated to a Request
We would like to see the ability to use a work timer in a task that is associated to a request. Currently this only works on a stand-alone task. We would prefer to see the time at the task level.
Request - Cascading Drop-down Auto Save
Our technicians are getting frustrated with the need to click the green circle with the check box to save an entry on a request when the cascading drop-down boxes are changed. We would like to see the system automatically save when the last mandatory
Redirect Merged Tickets
This feels like a bug or maybe it's a feature request but essentially it appears that when you merge tickets, the ticket you merged disappears. Such as the links on the emails goes to a 404 page and when you search the ticket ID it can't be found. It
Teams Integration | Mention a Ticket
Is it possible to somehow mention or tag a ticket in a group chat in team? The bot chat displays a ticket quite nice, it would be good if we could do something similar in a group chat, we quite often talk about tickets and being able to quickly mention/tag/link
need to add requester using REST API
I am trying to add requester using REST API. But unable to find any documentation related I referred this documenatation : Rest API (servicedeskplus.com) I am unable to find API keytechinician mentioned in the admin settings. Using this documentation
Clean up requesters
Is there a way to bulk clean up the requesters list? Like based on criteria or something like that.
How to add a Message/Notice to Service or Incident Template?
Hi, I wanted to add a message/notice to the Service/Incident Template however i don't see an option for this? Is there an option or workaround for this? For example: Scenario 1 Above or below a field, I might want a static notice that states "Please Note
Next Page