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
Auto remove users who left the organization
Hello Sai, How we can manage the Requester/Technicains in the SD Plus who left the orgnaization. Is there any possibilities, we can remove users automatically from SD+ if their accounts are disabled or deleted in AD.
What's Considered a "Response" for SLA's
Hello, I had a quick question regarding SLA in SDP Cloud. There are two options for SLAs, one for responses and another for resolutions. What is considered a "response"? Would it just be when a technician responds to a user through the ticket or would it also include a ticket being assigned to a techician or group? Also, is there anything else that would be classified as a "response" for SLAs other than just replying to the requester through the ticket? Thanks for the clarification. -Neil
Including date last conversation was sent in reply template
In SDP I have my reply template configured such that the $description variable is included at the bottom of the reply so the full chain of communication is preserved in each message. In many the requester is non-responsive so we have to resend a message
SDPOnDemand - Outlook Add-In Problems
Hello, We have noticed the below problems with the Outlook Add-In with SDPOnDemand: - When a requester resets the form using the button, this removes their name from the requester field and does not fill it back in - Custom lookup fields do not load -
SDP Cloud asset scan
Hi, We have Workstations in the Unaudited Workstations list that have an error code of 12023. Can you advise what the issue is please?
Technician Ticket View | Check "Auto Notifications" by default
Hi, Is it possible to configure the technician ticket view to have "Auto Notifications" checked by default?
Technicians Online / Offline
Does anyone have an issue with the all the technicians showing offline when they are actually logged in. I am logged into the system and I show offline. I also verified that another tech is logged in. I have tried different browsers and even Chrome incognito,
Matrix Report on Dashboard - SDP OnDemand
Is it possible to add a matrix report to the dashboard in SDP OnDemand? I saw some documentation about adding matrix reports to the dashboard but it was for SDP MSP.
Different default reply templates for different support groups?
I have multiple support groups configured in SDP Cloud and also have multiple reply templates configured. Is it possible to select a specific reply template to be used as the default for requests in each group? For example, group 1 should default to
import from organization - how does this work
So under requesters, there are three buttons. Import from organization, import from azure and import from csv. Currently, import from azure is blank, and i am working on that on another ticket here. However "import from organization" gives me a sort of
Service Desk Plus on-prem to cloud migration
Hi Has anyone completed their own on-boarding services for migrating data and modules from Service Desk Plus on-prem to the cloud? If so, how did it go? We are about to renew our license but to go on the cloud. We plan on trying to migrate our data
Automatically removing users from SDP
Automatically removing users from SDP when they are no longer present in an Azure Connect sync. We are looking to have our disabled users be automatically removed the same way they are automatically added from Azure AD to SDP. Is this a feature or possible?
Assign ticket to replying technician
Is it possible to automatically assign a request or incident to the technician who has replied to the requester? This would need to be regardless of the group that the technician is part of and where the ticket is currently assigned to.
Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide fields that are unanswered in the request details screen? On our templates we have a lot of additional fields, that are not always answered, nor do they need to be answered. If a field goes unanswered (empty) the request details page shows
Service Desk migration from on Premise to Cloud
Good Morning, Any idea when I migrate our Sevice Desk on-prem to cloud if the Database, Assets and all the data can be brought over to the cloud? Thank you
Bulk import of operational costs
Within the asset management module, you are able to import a csv to create multiple objects. Within each object you are able to manually add a cost associated with each asset via the 'Financials' tab. Is there a way to do a bulk upload of costs for multiple
Welcome Invitation
How can I limit or prevent specific users from receiving the Welcome Invitation email. We have accounts for external users within our domain, but do not wish to validate these external domains for access to our instance of ServiceDesk Plus. This is
[SOLVED] API - Project Task dependencies
Hi, Is there a way to get the dependecies between tasks via the Servicedesk Plus API ? I can get pretty much all the other information out, but at the moment I don't see a way to see which tasks a given task depends upon. Thanks Jeremy
How To: Script change subject field with information from custom fields
I have found a few posts talking about this but cannot quite figure it out. Attached are my current scripts and the field I am wanting to use. The main issue I seem to be having is how do i know what to put in cs.getValue(""); everything I try returns
Accessing Backdated field through the API
I have this Backdated field which I can see when accessing the Change request through the portal as below This Backdated field does not appear when I did a GET request through the API. How do I actually fetch the data for this Backdated field through
Survey Link Renders Incorrectly
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
SD+ On demand Test environment
Hi How does someone with an existing Prod environment go about getting a replica stood up for test and dev purposes, please? I'm talking On Demand here. Cheers
issue while coping Business rules from one site to other
Dear Team, We are trying to copy business rules from one site to other but could see on rules with critera gets copied and no action is updated for any BR. Use: I am trying to copy one of the site's business rules, technician groups, SLA which is currently
Edit built in fields name?
We are creating templates for end users to input their issues, and we would like to rename/reword some of the built in fields. Can this be done?
Langauge of Service Catalog
Is there anyway to deliver two versions of service catalog? We need to deliver services in french and english. The major issue is: Service categories and additional fields do not have an alternative language option (our workaround is "english word /
Visibility of Tasks within Helpdesk
Hi, We currently do not use tasks within SDP as we find their visibility within the system to be somewhat lacking. The only easy way we can find to 'list' the outstanding tasks is via the home page and "My Summary" Is there the option to add it to the
A way to CC?
Hi, My clients have asked for a way to CC more than one person at a time but I can't see a way to do this? I have created a new field called CC but this only allows them to add one extra person. Is there an option I am not seeing?
Auto assign assets to site when assets are created ?
We want technicians to manage their respective sites without seeing each other. In assetexplorer there is a option "Auto Site Allocation" Is there anyway to do it on SDP Cloud? Can i use trigger and custom function to do it ? but i can't understand custom
New incident template form.
Hi, New incident from fetched mail is created with "Default template" from Incident Template list, or we can select template used for create incidents from e-mail? I want to assign Site and Group for specific requester. I created new rule under "Incident
Agent for Asset management in service desk plus on demand
looking into new service desk solution and was looking at the cloud based service desk plus. we have a number of remote users that don't always connect to our network but we own the pcs. is it possible to use agent based asset management with the cloud based solution?
Next Page