How to Associate Freemium License with SDP Cloud-based?
Hello, community, I recently received a freemium license for the SDP Cloud-based version, and I'm looking for guidance on how to properly associate this license with my account. I've searched through the documentation, but I couldn't find clear instructions
"My Approvals" Widget
Hello, Is it possible to add "My Approvals" Widget to the Self-Service Portal, where users (approvers) can view their pending approvals beside the main widgets; (My Summary, IT Announcement, My Assets) (SDPCloud Enterprise) Thank you. Ibrahim
Script to map picklist selections to category and sub categories.
I'm trying to find a way to map multiple picklist values to their respective categories and sub categories in bulk. Rather than creating form rules for each individual selection, I'm trying to write a script that will map these selections. var udf_char135
Profile Date format
Hi, Wasn't really sure where to post this, but we use SDCloud, I'd like to change the date format to be DD/MM/YYYY for all requestors & technicians. I know you do this in the Zoho Profile - Personalise section, but I want to do it globally for all users.
SD+ Cloud having Internal issues today 8/17/23?
dozens of our technicians are reporting site errors within ServiceDesk Plus cloud this morning. Is there an outage or issue happening?
Dynamic Approval in SDP Cloud
Use case: Users requesting access to software or SaaS applications require approval from their reporting manager, as well as the owner of the application. The stage I approver will always be the requester reporting manager, so that isn't a problem. The
Asset>Consumables - Lifecycle and Additional Fields
We are using SDP Cloud Professional. I want to add a lifecycle to a consumable asset and specifically want to include one of my additional fields called Store Room. Currently I have the site A and in site A there are two store rooms. I have created an
Is there a way to create a request when one is resolve/closed ? maybe using Life Cycle/Custom Scripts
As the title said
How to debug custom script?
I am trying make a script that will update Task start time when Request cusom field is changed. var planned = await CS.getValue("UDF_DATE1"); CS.setValue("scheduled_start_time",planned); CS.end(); The script is set to execute as a Form Rule, when Request
HTML Format Notification
Hello Team, Can you please update the possibilites of having HTML format notification like below is available in SD On Premise. We can edit the html and design as per our requirement and it looks good as well.
snmpdevicesconf.json file
Does anyone have a decent snmpdevicesconf.json file that has the majority of standard devices already configured. We use Solarwinds and with the MIBS are able to scan and detect ALL devices on the various networks, With SDP Plus Cloud. I cannot believe
Asset List - Filtered based on criteria
Hiya, So this may be really simple, but it's been a long week and my head is fried! I'm creating some incident templates, one of which is for printers, I'd like the asset list to be restricted to only show printers. But the asset list that's available
SDP On-Prem to Cloud - Questions
Hi All - We are considering moving from SDP On-Prem to the Cloud. However, we have lots of Query Reports. How are folks handling that who have made this move? is their a work around? Since we only use the Request Module, everything else seems to be available
Specific Questions about Request Approvals
Hi All I am assessing request approvals against our business requirements. Can anyone help answer the questions below?? Can I see all pending approvals how old they are ? who they are assigned to? Can I set an approval expiry date? If yes then what happens
How do I add more options under the quick assign button
At the assign stage I'd like to be able to set the category and sub-category as well. How can I set this?
Resolved Date - Show on ticket?
Hiya, We have a very specific template where we need to record the resolved date. We aren't allowing our technicians to close tickets, so we give a grace period of 7 days from resolved before the system auto closes a ticket. Which works well, except for
Masterclass 2023: Season 2 Episode 1 - Crafting dynamic templates in ServiceDesk Plus Cloud
Hi there, Hope you and yours are doing well. We are delighted to invite you and your team to the first episode of the second season of the ServiceDesk Plus masterclass series 2023. In this episode, we'll look at how IT service desk teams can save time
Get additional field names from API key
Use Case: Our service request template for employee onboarding makes use of many additional fields. We want to be able to retrieve the user-friendly name of those fields, instead of the API name as is provided in the requests API endpoint. Is there an
How to add additional option for Workstation type
Within the current product configuration for Workstation, you are allowed to select either Laptop or Desktop as an option. I need to add a 3rd option for 'Tablet' The purpose of this is to better organize our deployed workstation assets as they fall in
How to exclude a user group from approval?
Hello, I have created a user group based on certain criteria (manager titles and above). I want to pre-approve their service requests. How to achieve that? I tried the life cycle but I cannot see the "user group" in the criteria / condition. (SDPCloud
How to pass variables to new task/request?
Hello, I want to create a new request or task based on another request. For example, a request comes for opening a USB port for two weeks. When this request is fulfilled and its status is resolved or closed, I want a new task or request is created after
[SOLVED] Automatic Resolve/Close Ticket Rule
I would like to see a feature added to ServiceDesk that allows you to set a rule to help auto close tickets that customers never respond to. For example, if you reply to a ticket and the customer does not reply back then then ticket auto closes. I'm not sure the details but we have issues where we ask a customer a question and don't here back for weeks. Those tickets clutter the system. Having a way to auto close tickets when a response is not given would help cleanup the mess and help motivate
Appending Lookup Field to Subject
Hi, Similar to Appending field (manageengine.com) on form submission I'd like to update the subject to the value based on a look up field. I can't seem to get the right coding, I'm assuming I need to set variables to look up the first & last names of
Experience with SD+ Cloud roadmap
After over a decade with onprem SD+ our org is leaning towards migrating to the Cloud version. Main benefits are better integration with Azure, Teams, and Viva. Internal driver is that we have migrated most of our infrastructure to the cloud and no longer
Filtering requests or tasks on technician not assigned
If I select the All Requests view, then click on the Search button, I can't see a way to display just the requests with no technician assigned. Same for tasks, using the Owner field. I've tried Unassigned, Not Assigned, and "". Is there any way to do
End-User Guide
We currently use Service Desk Plus OnDemand and are about to roll it out to our end users. I was wondering if there is any documentation that is already created by ME on how to login and created tickets for the end users. Thanks!
Dynamic Template Questions
First, S2,E1 of the 2022 MasterClass was a great help in designing useful forms. I have a couple of question about Dynamic Templates. First, I am using SDP OnDemand, Enterprise. Questions: 1. When I create Dynamic Templates and I create Custom Fields,
SLA>Response Time
Hi, What is classed as a 'response'? Is it the technician assigning to themselves or opening the ticket or replying to the ticket? We have set a 1 hour response for the Response time for all SLAs but am not clear what counts. Thanks in advance Alan
End User Guides for Service Desk Plus OnDemand
We currently use Service Desk Plus OnDemand and are about to roll it out to our end users. I was wondering if there is any documentation that is already created by ME on how to login and created tickets for the end users. Thanks!
On hold comments
Hi, How do I turn off the new mandatory comment for putting a call on hold option? This appeared today, but we use notes to show why a call is on hold as it has better visibility as it shows in the conversations view.
How many forwards per ticket in servicedesk plus cloud?
Hi All, We have a long running ticket - in order for the stakeholders to stay informed we forward requests in stead of replying so the recipiuents can benefit from the full ticket history. We've reached that maximum forwards for this ticket. How many
Fetch the connected devices information on Servers scan
Hello Team, We are looking for a way to scan servers to fetch their connected device's (Data centers, Database, and Network Devices) details like IP address, Hostnames, and MAC address. Based on this auto-fetch information, it will be easy to create relationships
Last Login Information in SD+ User's Profile
Hello Team, We wanted to clean up accounts from our Organization that have not been active in the last year. Is it possible to get the last login date and time in User's profile and any workaround to automatically delete those accounts which are not been
Self registration
I have a simple question, is it possible to use or create a self-registration portal for users that are not in Active Directory?
Professional Cloud - What is an asset pack?
Hi, Currently on the free trial and it is looking good. I need the Professional level based on 5 techs / 500 nodes but I expect I will also need to increase the nodes with an add-on for the number of IT assets we have. On the Add-ones page it shows this
Custom Action with Trigger :: Send Incident For Approval
Hello, I know this is not part of the standard functionality of SDP, to automate approval process for incident tickets, however I'm hoping someone has either done this with Custom Actions or could point me in the right direction to help me get one setup?
How can we associate any technician group to the site.
Hello, Hope all are doing well....! I have created one site and one technician group. Once I get a request under that site I am assigning a group to that request. Now I have created new technician group and try to assign that group to the request but
Service Business Rule is not working
We created the same Business Rule for service and incident to assign technicians based on conditions as you could see in the pictures below. The rule is working fine in the incident module, but it is not working in the service module. All fields in both
Notification based on Site
Hello, is it possible to create a notification that goes to a specific email address based on the site of the requestor? When we get a case in from Europe, I want the system to notify a specific email address to alert the people in that time zone of a
Survey Request Included in Closure Notification?
Hello team, One of our sites is requesting some survey features and functions and I have been trialing the ServiceDesk Plus Cloud\Zoho Survey integration as a result. Has anyone had any luck with including the invitation to take the survey in the closure
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