Monthly Service Fees for Smartphones?
How do you capture your monthly fees for smartphones if you use ServiceDesk Plus for these assets?
Delete incident template - ServiceDesk Plus Cloud
Hello everyone, Im trying to delete some incident templates on SDP cloud and I can't, it only disables. Does someone know why its happening or if there are any requirement to delete a template? This is the error im receiving when I try to delete it: Thanks
ServiceDesk Plus Cloud and PowerBI
Hi, Can we integrate PowerBI with ServiceDesk Plus Cloud for creating custom reports and dashboards? I am looking to create customized dashboards and wondering whether we can use PowerBI with SDP cloud for the same. Any help/ suggestions appreciate
Tickets deleted and falsely marked as "Resolved"
I am customer of ManageEngine and use their ServiceDesk Plus Cloud product to handle our IT helpdesk. I have a ManageEngine PitStop account but noticed that the ManageEngine technicians consistently will mark my tickets as "Resolved" without actually
Checklists are hard to work with
Are there any upcoming enhancements to checklists? I'm just trying them out, and find them very frustrating to work with. When creating them, having to drag the new item into place is very fiddly and tedious. Can we have the option of, say, double clicking
Accept emails from unknown users checkbox
Hi there, Please can somebody explain what this checkbox does? I was hoping it would allow our instance to receive emails from outside our domain and create tickets from this but that doesn't seem to work. We want people from outside out organisation
API Help: Unable to parse JSON
Hi, I'm trying to get comfortable adding assets to ME through API with the intention to build a tool in Powershell that my colleagues can use to quickly add assets too. We use the web browser to add these usually. I was trying out the Self-Client set
Does ServiceDesk Plus accept multiple emails?
Hi there, Our current setup means that when staff email an ICT email address a ticket is created on ServiceDesk Plus. We are moving another team onto the ServiceDesk so I wanted to know if we could have it set up so that when staff email their team email
Re-engineer SDP Cloud Asset Probe and Discovery to not seek Domain Admin credentials
our security team will not let us utilise a domain admin account as, correctly, there is an account with the permissions required that isn't domain admin. its poor security and design principal to fall back on domain admin credentials!
Disable Closure Comments for Direct Resolution Entry
Hi everyone, I'm looking to remove the closure comments feature from our ServiceDesk Plus Cloud setup, allowing direct entry of resolutions only. Has anyone configured this before? Any guidance or contact points for support on this would be much appreciated.
Pickup button does not force mandatory fields to be entered
Hi there, I can in [SD-106041] SDP 14000: Pickup without fill mandatory fields (manageengine.com) that there was some work to remove the functionality where using the 'pickup' button would force mandatory fields to be completed. I think this functionality
CMDB CI status
Hi there, We're setting up the CMDB in ServiceDesk Plus Cloud, and I'm curious how other organizations are handling deactivating CIs that are no longer in use, like a server that gets sunset or a SaaS application we're no longer using. I was going to
Sorting by priority, but then what?
Hi there, My team are moving to working through our queues in order of priority level, however when we sort the columns by priority, we aren't sure what the next sort is being performed. For example, we use the List View option to view our workload. If
Emails based on Resource Info Fields
Hey everyone, Logged this with support but drawn a blank, so hoping the community can help :) We have templates for our new starters, that have resource info fields that are selected for various requirements. We'd like to be able to send a notification,
Create Ticket from Workflow
Hey everyone, we have the requirement to generate and follow tickets from workflows. For example: In the onboarding process, it is sometimes necessary to purchase, inventory and set up hardware. We treat this as a process independent of the actual onboarding
Run reports on archived requests for SDP-OnDemand
Is there a way for me to run reports on archived requests on SDP On demand? I can view the archived requests in my views, but when I create reports with time frames that include something that is archived, it returns no results. I have tried to follow steps similar to the on-premise reports for archived requests, but the archive request module is not available when I create a custom report. If not, is there any way to un-archive requests so that I can run reports on them? Thanks!
Error with including survey feedback in report
Hello, I am trying to build a report that includes survey feedback comments. I am able to pull all of the data for the surveys except for the comments. I have followed the instructions from this previous post Survey Feedback in a report (manageengine.com),
Export from Table sometimes in another language
I have a view setup and I select to download all data from that view using the option shown here: You can see in the subject line below that when the report is ready, sometimes it starts with "Solicitud Table" and sometimes it starts with "Request Table".
[SDF-87441] Microsoft Flow
Any plans to provide integration with Microsoft Flow?
Automaticaly Link requests with the same Subject
Is there any way to create a business rule that link new requests within an request in case both save the same exact subject ? I have devices that during the day triggers several alarms, those alarms automatically opens a ticket. The subject are the same
ServiceDesk Plus OnDemand - last_updated_time not present in Get List Request API response
Hi, We are building an integration with ServiceDesk Plus OnDemand. We are calling Get List Request API as below to get list of incidents/requests which were updated in last few minutes, along with their last_updated_time. We are passing the last_updated_time
Task Navigation Arrows
The Navigation arrows in Activities for Tasks does not appear to function. I have had a quick look through the settings and do not believe I have seen any options to change this. This is more of a quality-of-life issue/improvement as it would improve
Unable to add attachments to the request notes
We are trying to add attachments to notes via API, But, we are getting this error. Also, there is no option to add attachments in the UI. Is there any option to enable this?
Wait For Condition Timing
When using the "Wait For" condition in workflows, how frequently will the condition be checked?
SLA timers restarting when transferring tickets between SDP Cloud instances
The way we use SDP Cloud within our agency is that we have separate instances for our areas such as HR, ICT, Business Systems, Finance etc. We have found that transferring tickets between the instances creates a new support ticket, which means the SLA
$loggedintechnician as technician option to request filter
Would be great if there was a way to create shared filters for team members where you can set it to display all of a groups requests as well as their own. ie would look like this? Group is example group AND technician is $loggedintech
Enhancement to request "Need more information" for approvals, any update?
Dear, any update about the above feature? it's taken long time under implementation
How to implement custom script cascading selections in Change Template?
when I add a New Service Form Rule , There is Excute Custom Script action to choose; But there is no in New Change Form Rule . why ? if I want a Custom Script in Change Template , how should I do ? thanks
What does "Known Error" do?
I cant find anything in the help guides, but what does marking a problem as "known error" actually do? I cant seem to find any function, doesn't show is solutions/resolution, or as suggested for a user when creating a request. Thanks, Roy
Show site-specific incident templates to Requester
Hi, Is there a way to hide all other templates and only show incident templates related to a specific Site that the Requester is a part of, from the home page? Thank you
Is it possible to make Microsoft Flow based on an existing flow by simply copy and pasting the flow or saving it under another name?
Is it possible to make Microsoft Flow based on an existing flow by simply copy and pasting the flow or saving it under another name? I want to make a virtually identical Microsoft Flow with the only difference being the destination Microsoft List that
ServiceDesk Plus OnDemand - REST api for Webhook URL setup
Hi, On ServiceDesk Plus OnDemand, we can setup a webhook URL with required method, conditions & message body under Custom Actions. Is there any REST api available which can facilitate a developer to do the same? Thanks
ServiceDesk Plus OnDemand Webhook - Substitution variable for current time
Hi, While configuring JSON body for a ServiceDesk Plus OnDemand webhook, is there a substitution variable which we can use to send current timestamp? Thanks
Link JIRA ticket numbers to existing Service Desk Ticket
Hi all I am interfacing SD with an external vendors JIRA ticket system. I want to know how to avoid SD creating multiple ticket when they reply to ours. (JIRA won't update their subject line so each reply from JIRA logs a new ticket. It would be nice
Set logged in technician to incident technician in custom script using SDP cloud.
Hello, We are trying to create an incident template which is a very short form for people who walk in or call-in and the issue is fixed quickly. The form will only be filled out by the technician. I'm trying to make an incident template which populates
If / Else Functionality in Form and Business Rules
The nature of form and business rules to only apply an outcome for when a logical test (set by the conditions) is true limits what is possible and leads to bloat. For example, most situations requiring a form rule will have, at minimum, a true and a false
How to create a new ticket based on the field of a request
I am creating a new starter ticket process, which the line manager completes with information of the new starter. We ask a question: What other systems do you need access to. For example, CRM system. We would like to be able to automate ticket creation
ServiceDesk Plus Cloud for legal team?
Has anyone successfully set up a ServiceDesk Plus Cloud instance for an internal legal department? My organization is a relatively small city government, and our legal team is interested in adopting SDP for management of contract and legislation review
Closing a task in a Change when the change is already closed
Hello, we have a couple of changes that had additional tasks added in different stages other than the normal implementation stage. The change is now closed but they forgot to close some of the tasks. Is there a way to get this done? Thank you.
SLA escalation notifications targeted to group
Is there a way to send out SLA escalation notifications to just the members of the group the ticket is assigned to? Currently all I see is the option to add the ticket owner (which may be no one in some cases) and individual technicians. I don't want
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