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!
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 ??
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?
What is the best way to add our ISPs to SDP?
To keep organized and have them easy for looking up, how do people generally add their ISPs to SDP, either contracts, CMDB, assets, vendors, or whatever. We'd like to be able to easily see which location has which ISPs at which speeds and how much we
custom role based on department
Hi Team, Is there any option or role where I can able to set a condition for asset module. In the role/condition, I want to set a condition based on the department. where one departments assets is not visible/accessible to another department technicians.
What are the OS supported in the Probe-based scan
Does SDPC have a list of OS supported in the Probe-based scan, similar to the list we have for SDP on-premises here?https://help.servicedeskplus.com/asset-scan-faqs Please note, I am referring to the OS supported list mentioned in the hyperlink under
GET all Assets and Workstations via API
Hello! I've seen this asked earlier though not answered. I'm trying to use the Asset API to pull a list of ALL assets from SDPlus Cloud for a PowerApps app, using the instructions here: https://www.manageengine.com/products/service-desk/sdpod-v3-api/assets/asset.html#get-list-asset
Default requester view permissions
Is there a way to default all new requesters to be able to view all requests? The default seems to be to let them view only their own requests, and I'd rather not have to update this every time a new users is added.
Updating Office Locations of Employees
We are standardizing office location names for employees in AzureAD / Entra. I would like to know impacts of this change as tickets and assets are associated to users via "Sites". Sites are generated via Office Location for Requesters. So If we change
SDP (Cloud) and Azure DevOps bi-directional updates and ability to create ADO Work Items through SDP
I am looking for something akin to this, https://pitstop.manageengine.com/portal/en/kb/articles/azure-devops-integration or https://dev.azure.com/HackSys-dev/ManageEngine%20-%20ServiceDesk%20Plus/_git/Scripts but written for SDP (Cloud), so in Deluge.
Remove Service Categories
Receiving an error when trying to add a new Service Category -- I've went through and deleted or deactivated old/unused categories but still cannot create a new one. Is there a way to know how many categories we need to delete -- currently have 198
Change Enablement - Review Stage - Provide value for field status
Hello, I have been creating new workflows & templates within our sandbox environment for Change that I have been testing before implementing into Live. I have created a new Standard (pre-approved) template that I have tested end to end to ensure the flow
disable edits in details view
In details view you can update fields and even though there is a rule that is set to make an additional mandatory, it isn’t forced before saving. Worse the rule will run if just the one field is updated, and then will run the second rule if the next field
Ability to Bulk Edit Change Requests
We've run into a scenario where we needed to migrate change and request tickets to a new Site. It was a process to migrate all our tickets to the new site but now need to work on migrating 1000's of Change tickets. Is there any way a bulk action could
Make updates (Remove) Stages on Change Template
We want to revamp what stages we are using in a new change template. How do we remove stages so they don't appear on the side of the screen? Here's the change: We want to remove Testing and UAT/Training and Review Here is the setting in the associated
Setting up Twilio as SMS Gateway
Hi, I'm trying to set up Twilio as a SMS Gateway so that techicians are notified when a P1 ticket is raised. Anybody had any luck? These are the settings that are required and Twilio is set up correctly. Any help would be great. Thanks
Configuring Notes behaviours
Can admins configure the behaviour of the list of users shown when adding a Note comment with the @ symbol? We'd like to prevent notes being sent accidentatly to the wrong address or an individual outside of the organization. Ideally the first option
Change Zia name (Chatbot) and Welcome Message
Hi, We want to customize the name of our Chatbot in to something, and replace the welcome message with our own custom message, is this possible? Thanks
Assigned technician and Automated email replies
I have Incident Templates for 44 of my properties and they are broken up into four Regions, one technician is assigned to each Region. Our IT department set up the initial Incident Templates, Sites and Regions based on the area that each technician covers.
Dynamic email subject processing
I have an job being raised by email, the subject line is standard, "[failed] XXXXX This job has failed" I want to read the XXXXX characters and dynamically assign a Site based on the string. Rather than a if XXXXX = ABCDE then assign to ABCDE site and
Email processing
I require some more complex incoming email processing. I need to be able to create a change or problem from an email. I need an email needs to be matched to existing tickets with a reference from a custom field
Date picker without time
I would like to be able to have a date picker that only sets a date and not also a time. When create a custom Date/Time field a user must be able to select if time is also needed. And in addition to this a time should also be selected separately without
Imap leave message on the server
Hi, we are fetching emails from email server using imap, once the new email is fetched then the ticket is created but on the email server there is no more this message is deleted during fetching. Is any way to configure servicedesk cloud to leave messages
SD+ Sandbox - I don't have mail server configured - how can I test workflows?
Hi - I am new to creating workflows & I therefore want to fully test them within the sandbox environment - however, when I run the flow I've created I get an error message stating workflow execution failed - mail server not configured. Is there a way
Show additional information on parent request from Task view
When viewing a task, very limited information is displayed on the parent request, just the request name as a clickable link. It would be helpful to see additional information in this view, such as the request ID, priority, status, and group/technici
Resolution Time Error?
Hello folks, I've reached out to support about this issue but it appears we are not understanding each other, so I hope to re-open this pain point for us and get clarity. Here's our scenario: HR opens a future dated request (3 weeks away) for a new hire,
Remove "Expired" assets after a certain number of days?
Is it possible to Delete Assets that have been set to expired after a certain number of days?
Request Technician Auto Assign: Tech Availability versus Online Status
For Requests - > Technician Auto Assign: Question is about the checkbox for "Auto-assign requests based on technician availability." Suppose on the Tech Availability Chart, a technician is shown as "away," for all day today. Yet, that technician still
Self Scan Deployment
Hi All, I am looking at deploying the Self Scan.exe to all devices in my company using an Intune App deployment with the script also deployed but this method does not seem to deploy correctly and populate our ME instance with the devices. I am just wondering
Zoho directory not updating User fields to Service Desk Plus
Hi We have noticed that since the start of 2025 new users created in Service Desk Plus from the Zoho Directory are missing some information. Zoho directory is picking up the user Department from Azure, but not syncing the Department with the users record
Ticket History
Hi, I would like to know if it is possible that when the requester receives the answers given from the platform, he can receive the entire history of the ticket. That is, the entire conversation. I have tried adding the Description variable, but it only
All requests history
Hi, I'm just wondering if there is a way to see all the requests history anywhere? At the moment we are at number 16,000 and if I'm trying to find something from 6,000 from a few years ago, it's not there anymore. Does it only keep the history for a few
Ability for Requesters to Edit Their Own Requeset After Submission
Hello, I was wondering if its possible to enable the ability for requesters to edit their own request after its been submitted. After doing some research, it appears that this functionality is available on SDP MSP. Is there another way of enabling these feature? Thanks, Neil
SDP cloud approval
When the requester selects a subcategory, such as ITSM, the ticket status should change to "Pending Approval" and be assigned to a user with the authority to approve it
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