Email chain not discarded in reply
When replying from an email client the whole email chain is put in as the requester's reply. Normally ticket systems discard everything under a reply line, as the email chain is already in the ticket.
Release to change association
Hi, Similar as you can use ${associated_requests} to get Request <-> Change relationship, is there a way to include change IDs associated to release in webhooks or notifications? Or get it via API? I know it is not officially supported yet, but the benefit
itdesk REST API: always getting invalid ticket
Hello, I"m creating a script for bulk loading the worksheet into Service Desk Plus (cloud version, the one at https://sdpondemand.manageengine.com/). Using my everyvday user I've created a Self Client at the developer console, I use it to get the authorization
How to get last_updated by field using rest api?
When we fetch request, we get created_by, last_updated_time etc fields. but I could not find last_updated_by in the response. Is there any way to get this field?
Automating the "Submit for approval" action.
HI I have a question about the lifecycle feature in the automation section. I'm trying to automate the "submit for approval" action in the indecent template. what I'm trying to do is creating a transition that will automate the "Submit for approval" step,
Asset Auto-Assign for SDP OnDemand
I know the on-premise SDP the process to Auto-Assign assets from asset scan results, but is possible with SDP OnDemand? Is there also a list of what fields/information can be captured through through asset scanning?
Release import
Hi, I already asked this in the feature announcement (here), but got no reply so far so I'm posting this as separate question. According to docu one cannot choose workflow for the imported releases directly in the csv, so I expected it to be selected
How to remove task from showing up under hold helpdesk dashboard ?
How do i remove tasks from showing up under ON-Hold ? i dont want task to show up in SLA or on any status is there any ways to achieve this ? status status
How to deal with autoreplies reopening closed tickets
Hi, How do you stop a ticket from getting reopened because of an auto-reply from a user? This usually happens when a user is on vacation or have left the company, in which case, Exchange online will send the auto reply that this user no longer exist.
Team/Manager Requester Permissions - Ability to view their "Teams" tickets
Hi, Is it possible to setup a user/requester on ServiceDesk Plus On-Demand as a Team Leader/Manager so they can view all the tickets raised by their team? Example would be: Team - Engineering Manager Bob Team Members Sue Dave Tim Doug Team - R&D Manager Elise Team Members Karl Steve Sarah Claire In the example above, Elise would be able to view all her own tickets as well as all those raised by Karl, Steve, Sarah and Claire, but Sarah would only be able to view
Emoticons/Emojis for Survey answers
Hi, How can I configure a survey using emoticons/emojis as answers for questions? ☹,
Allow user to change site
Hi, Is there a way to allow the user to change the site when creating a request? We have a situation where the user may need to log a request for a site that isn't their default. Regards, Nathan
Automatic Provisioning of New Users Work with Provisioning App?
I started off with the Azure AD User Sync integration but that imports everything which I do not want. I then worked with the Importing Requesters into ServiceDesk Plus Cloud using Provisioning App and have that working other than I cannot seem to import
Change Technician Email Address
Hi Team, We recently merged with another organisation and changed our domain name in the process. I can update the requestor email addresses without issue, but the technician email addresses are greyed out and can't be edited? Thanks
Forecasting
Hi, I was just wondering if there was any type of forecasting tools in sdpondemand that we can use? Cheers, Jareth
Keeping view settings
Is there anyway I can get the cloud version to Permanently save view settings. So for example I add a couple of columns in - I add some colour row settings to show coloured rows based on priority but then as soon as I close my browser and come back they
Add form fields to title of services request
Is it possible to pick up a field used in a service request form and use it in the title of the request? I have a new user request and would like to have the name and start date displaying in the request title. Many thanks
WorkLog Type
Hi, I'm trying to do a Worklog Type report. In my SDP i have some specific names for my worklogs but I cannot see this field in Analytics. Only shows me the description field. SmallBestOriginalRemove
Send Notification based on Request Status Field
We have two custom Status codes. "Waiting for User" and "Waiting for IT". We would like to be able to send an email to the User or Technician if the Status is one of those codes and there has been no activity on the Request for, say, 12 hours. Using the
Is there a way to allow a requester to view requests from all departments they manage?
We're a single organization using a single site. We have directors that manage multiple departments and want to allow them to view the requests from all the departments they manage. Currently, they can only see the requests for the department they belong
Is there a way to allow a requester to view requests from all departments they manage?
We're a single organization using a single site. We have directors that manage multiple departments and want to allow them to view the requests from all the departments they manage. Currently, they can only see the requests for the department they belong
Requester portal
Hi, I was wondering if there was a way to only show certain notifications on the requester portal depending on which client it is? An example of this would be: Client A see's a notification that there support hours are running low Client B oes not see
Admin Approval
Hi, I am trying to activate Azure integrations but when I try logging in i get this error message : Does this mean I need to be an admin of Zoho or the support desk? And what if the admin can't remember their password? Thanks, jareth
How can I find the linked Jira Ticket keys after integration in the SDPOD request API
We use ServiceDesk Plus cloud for helpdesk requests and Jira for Engineering development tasks. Sometimes our users submit incidents in ServiceDesk Plus that are meant for Engineering, so our Helpdesk staff creates a jira ticket from a servicedesk plus
Larger Multi-Line Text Box
I can see this has been a ticket that has been raised before, (https://pitstop.manageengine.com/portal/community/topic/additional-field-multi-line-textbox). Inspecting said element, I can see there is no "height" defined, only a width of 250. By editing the html and adding a "height" of 250 looks just fine. Can one of the devs just add that to the HTML? Surely it is an easy fix that is not destructive enough to require beta testing.
Best Way to Migrate from OnPremise ServiceDesk to Cloud Version
Hi All Has anyone got any insights on the best way to at the very least migrate the tickets and asset data to the cloud version of ServiceDesk Plus
Marking With Client
Hi, I was wondering after marking a ticket as With Client and using the scheduler to come back as "In Progress" Is there a way to have something other than "In Progress" to be selected? Like Closed? Thanks, Jareth
Team Notifcations
Hi, I was wondering if there was a way to have Teams notify all technicians of there current open tickets every day at 9am? Thanks, Jareth
Surveys
Hi, I was wondering if there was any planned work on surveys? At he moment it's very limited in what we can send out to our customers. Thanks.
Editing Close Request Template
Hey i am really new to manage engine here, we just started using it. Going around tweaking things. Does anyone know how i can edit the fields presented when you hit "close" button on a ticket? Currently there are two comments fields which seems redundant
Qualifications
Hi, Not sure where to ask this but, do most people on this forum have a qualifcation around IT and what recommendations could you make about which qualifications would help the most. Thanks.
Filtering tasks / Hiding closed tasks on a request
Hi, I'm a ServiceDesk newbie. Does anyone know if it's possible to filter/hide completed tasks from the Task List view on a Request? Some of our requests will have several tasks associated with them to track resolution of reported issues. It'll be useful
Update Email to User List Updates
I have team members, executive staff, who are requesting that when they receive an email about updates for their ticket it should include what was updated. Is there any way to include 'what' was update for the ticket in the update template?
Update/Create User Using API
Using https://{base path}manageengine.com/api/v3/users/{id of the user} I'm able to find users. I want to be able to make and update users using the API. Whenever I try to use the post or put method I get errors saying Invalid Method. Is there a way I
IT service request by external
recently i purchase service desk plus standard edition, i would like to know, how the external people for example, site office peoples want to send the IT service request by some portal using the link. how can i create a portal and is it available in
Closing comment email
Is there a way to add the closing comment to the email to responder notifying them the ticket is closed?
Extending SLAs
Hi, Is there a way to extend SLAs? Rather than having to create a new SLA/ticket? Thanks, Jareth
SD security roles
Hi, Can you explain what each of these do? And also let me know if there is a way I can stop certain technicians from changing the priority field please?
I don't see Execute Script under ACTIONS on our Templates
Hello, We are in evaluation of ServiceDesk Plus Cloud. I'm trying to evaluate the ability to run java-script onFormSubmit. In the OnPrem version we own, this function is listed as a ACTION under the Field and Form Rules of a Template. On our cloud instance,
Data protection issue
Hi, A client of mine has mentioned that when they select the Emails to Notify when creating a ticket they can see the email of every client we have on the system, how do we stop this.
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