Feature request - ability to filter out result via right-mouse click
Hi there, I'd like to submit a feature request that I think could be quite useful. When you click on Requests, and use one of the filters, e.g. All My Requests, could there be functionality built in which would allow you to drill down into that list further?
Add Approval to incident template
How do I set up approvals on an incident? When I go into new template the only thing showing to the left is Technician. I would like to have the system send out an approval request and set up who can approve it. Is there anyway I can do this?
Tool tip on request template fields
What's the recommended approach for adding tool tips to fields in incident and service request templates? We have quite a few custom fields where we want to provide the requester some guidance on appropriate values, but there doesn't seem to be any kind
Dashboard Question
Hello, Is there a way to create a custom widget on a dashboard that simply displays a stored/static value?
Change request - Planning stage -
What is the best way to stop a change workflow at the planning stage to allow the change requester or owner to add tasks or other details to the CR? I'm doing this: The workflow stops, waiting for the change requester or owner to add details to the change.
Default reply template in not working on mobile
Hi, I would like to bring to your attention an issue that is crucial for our workflow. The reply templates are not available on mobile and even the default reply template is not being applied properly. Since our technicians are mostly out in the field
Invite new user - template mail
Hi, How customize inviate e-mail with sended afer enable self-service login for user ? "Enable Self-Service Login From the requesters list view, enable the check boxes beside the requester(s) for whom you wish to enable login. Click Actions > Enable Self-Service
Automate SCCM integration scans?
Is there a way to have the SCCM integration run its probe periodically? At the moment, it seems to only run a scan when I manually tell it to do so, but I'd like to run such a scan on a schedule as well?
"Reply" option in Conversations for emails that technicians sent
It would be really helpful if there were a "reply" button on email threads in Conversations that were conversations from techs. Sometimes the most appropriate way to continue or move a conversation forward is to respond to something a technician emailed
How would I use Approval Level Name / Approval Level to create a Task via Triggers?
How would I use Approval Level Name / Approval Level to create a Task via Triggers? Or any other fields in both Approval Level and Approvals
Mobile app unable to copy text
Hello, we face an issue with the mobile app unable to copy text from conversations. Our team is using iOS 16 and 17 on the latest SDP mobile app. When trying to copy from the Conversation text field nothing is being copied. Please see the attached screenshot
Time worked entry
We are using hosted SD+ and our technicians really only use Notes and Resolutions. However, we want to track their time worked better. We tried the worklog way, but it seems convoluted??? My ultimate would be to enter time entry and on that same page:
report for Probe network scan "failed"
When a network scan completed, there is an option to view Last scan summary. Within that pop up screen show alive host with "failed" These entries don't can included into assets as they failed. Is there any report that can generated list these "failed",?
Make all requesters as service request approvers
Hi ALL. How i can allow be approvers for all my users ?
CHAT Function
In SDPC when using the CHAT feature it creates an automatic ticket. With AI, how will Zoho prevent a system from being spammed and creating mass tickets?
Discussion RE: Status values
new to SDP (Cloud). When new Service Requests come in they default to STATUS == OPEN. Our team then reviews if it's business impacting/critical. But they don't really mark the SR in any way other than adding a note. So, being new to this, I was thinking
Remove the technician’s name in adding a resolution
I, I would like to remove the technician’s name when I add a resolution to the ticket. I don’t want the requester to see who put the resolution. Thanks Luc
Request updated by multiple people? New User angle
Hiya, This may have been asked before but I dunno how to phrase a search lol What I would like is for a new starter form to be updatable by HR and the chosen line manager. The image shows it better, but HR don't know what folder/system/shared mailbox
Google analytics
Hi, I was wondering if there was any integration with Google analytics on the support that customers see or anything similar to this? Thanks
Tasks attached to Request Templates
Hi, I have a request template called 'new user' and attached to the template is a task called 'device rollout'. I haven't assigned the template or the task to a technician upfront because it might be one of 3 technicians that get assigned. How do I achieve
Populate tasks with information from Request
So I've found some information about this from older versions of the on-prem version of SDP but nothing for cloud. Here's the question; how do you auto-populate information in Tasks with information drawn from a service request. Scenario: New Hire Request.
Cacher le nom du technicien à l'ajout d'une résolution
Bonjour, je cherche une façon de cacher le nom du technicien au demandeur, quand on ajoute une résolution dans le ticket. Merci Luc
Outgoing Webhooks customization
I am trying to use outgoing webhooks to send information to an external tool. It is partially working fine but when I try to use the "requester.name" and "technician.name" variables it doesn't return any value. However "requester.email_id" fetches the
New to SDP - Need to fundamental KPI
Hi all. My first post. I'm new with Service Desk Plus (Cloud). I've been an IT Management Professional for decades. (Yes, I'm an Elder Geek!) Just started a new job. Trying to define and implement a basic HelpDesk SLA. The SDP (Cloud) configuration that
Big delays with refreshing information
Is there is any global problem with Service Desk + Cloud? I already checked portal with all status and it looks like everything is fine. Link: https://status.manageengine.eu/#/components/3fJbAAzWi8AT6i5Xo6qbIAWPJTTlcqbwRL6k1I3_szqHBKl6VtFQ4WwgzyaMwgPH
$RequestLink in notification template replacement
Can the $RequestLink be replaced with a hyperlink showing the request number rather than a full URL? Currently, we get this https:// Domain/app/itservicedesk/ui/requests/161616000014997132/details It looks horrible and is not easily identifiable as to
In SDP have a limit of additional fields(90) i want more fields, its possible?
Hi Team, at present, a customer want's additional fields in a template, but arrived reached the limit of 90. it's possible to have more fields? can be enable across query in database? Regards,
How do I add custom fields to the Non-IT Asset form?
Can someone, please explain how to add a custom field to the Non-IT assets form? After quite a bit of searching I could not find anything useful. Any help will be greatly appreciated!
Rename the word 'INCIDENT'?
Hi, Is it possible to change the word INCIDENT in SDP Cloud? The word REQUEST is much more relevant in our use case and it appears in the product, but there are a couple of places that incident appears as well and it seems inconsistent? Thanks in ad
Disable new request creation through email - Auto Reply?
I have the 'Disable new request creation through email' option set in our Mail Server settings. Users are able to reply via email to open requests fine. The issue I'm facing is handling closed tickets. I have it set to raise a new request if a user replies
iOS app crashes when clicking Conversations
We face a problem as topic suggests with ios app crashing when performing a specific set of actions. Issue: The app crashes when request is opened using a link and the Conversations button is pressed. How to reproduce: 1. Copy a link to existing request
Automated ticket trigger
We have a situation where once one department closes a ticket, we need to be able to take the information from that ticket and build a new ticket for a different department. Basically closing that specific type of ticket would trigger a creation for a
Overtime calculation
Is there any way to calculate overtime for the ticket? We have work logs and also same timestamps duplicated in the ticket itself. I see there is no way to add overtime for work logs. Maybe there is a way to write a function that will calculate based
Rename Technician Field?
Hi there- I am configuring our HR Help Desk instance of Manage Service Engine. Our employees are not accustomed to calling our HR Reps "Technicians" so I'm wondering if anyone has a Script they could share for renaming the Technician field to HR Rep?
Instruction or help text
I see this 3 year old announcement about help text being available for locally hosted and MSP. When will this feature be available for SD+ cloud? https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-6-help-text-fields-will-have-a-rich-text-area-in-incident-and-service-templates
Most efficient way to schedule multiple tickets
Greetings, As the topic suggests, we are seeking a solution to efficiently generate tickets for 3pm on weekdays throughout the week or month. Although we could utilize maintenance module, we require all tickets to be prepared in advance. This way, the
Service Desk+ App
The app is putting technican signature at the bottom of the description when replying to a ticket. It has been broken for over a year now Is there no development on this app ?
Allow change status from request list
Today in request list view there is no option to edit the status directly and manually per ticket, like in technician or group. The feature exists in on-prem.
Keywords \ tags for request templates- to ease search for end users
Add the ability for Requesters to search for the keywords on the requester portal and the templates will be suggested. As an app admin, I want to define templates per team and ease the search for the end user. The EU will type app name, and all the relevant
Add Created By and Created Date to all business rules, templates to ease admin work
when I need to sort or work with multiple changes on business rules and templates, I cannot know sometimes when I made the last change on the rule or disabled it.
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