Optimizing ITSM Integration with Cloud Service Providers – Insights and Tips
Hello, PitStop Community, I wanted to share a positive experience we've had while integrating our ITSM system with a cloud service provider and see if anyone has additional insights or best practices to further enhance the integration. Our organization
Creating helper text or guidance in a change request
Does anyone have any tips on how I can add helper text or guidance inside a change request? Often the fields to complete are very generic and could use some guidance on how to complete them - but there doesnt seem to be a standard way of adding context
Business Rules vs Triggers: What is the difference?
Hi all, I have a cascading set of Business Rules that re-assign a service request to different teams, based on input of data in custom additional fields (meant for each different team). I can see that Business Rules and Triggers look almost identical,
How to change language of an istance
Hi I've 3 istance on a SDP cloud, I've to change the language for all user in one instance. How it is possible?
Custom html on request forms
My technician users are asking if there's a way to show discretionary text on the request templates, either static text or text that dynamically displays based on a field selection. For example, if a request selects priority High and category Safety,
Loan and return laptops using bar codes
I support a K-12 school that issues laptops to the 9th through 12th grades students. I would like to set them up in the asset management as loanable. When the student is issued a new laptop it will listed as loaned and when turned in at the end of the
auto create a purchase request
I would like to keep the service Request as primary contact for all my users. When they are requesting purchase of new items we currently have them open a Technology>Service>Acquisition request. I'd like it to collect the basic details then open a purchase,
9 ways ServiceDesk Plus accelerates the work of IT service desk managers
Attention, IT service desk managers! Explore our e-book, "9 ways ServiceDesk Plus simplifies your life as an IT service desk manager," filled with tips to boost productivity, streamline tasks, and ease daily challenges for you and your team. Here’s a
convert incident to service request Automatically | By using custom functions etc
convert an incident to service request Automatically | By using custom functions etc
In our dashboard resolved tickets dont show up in the home dashboard and in reports of completed requests
Hi In our organization when we finish a ticket we RESOLVE it and we dont CLOSE it, we only CLOSE when there is nothing we can do about it. In the settings the status resolved is in the completed section in the statuses tab, yet when we resolve tickets they dont show up as completed and only the closed ones show up. Thank you
Zia PIR
Hello! I recently stumbled across Post Incident Review by Zia but the information about it is very limited, is there any way to get more information about it? Is it configurable in any way? If yes, how? Best regards, Thomas
Solution for a 'current status' on every ticket.
Is there an existing feature, or combination of features, that we could use to add a current summary of a ticket? I want my team to be able to open any ticket and immediately see a summary of the current situation and required next steps. The ideal solution
Set FCR = true automatically
Hi, we want to create a custom template that allows technicians to quickly record a ticket for advice given to walk in customers. Ideally we would like the ticket to auto close and mark the ticket as FCR met. Is there any way to do this?
Mention user in notes with @<name>
Hello, In the ServiceDesk onPermise, we could mention users in notes with @<name>. In the cloud version, we cannot do that. Is that something that we need to enable, or it's a feature that is not available in the Cloud version? Sincerely, Marcos Fer
How to extend limit number of Entries for Milestones
Hi, In the Project Module, I need Add more milestones but looks like there is a limit.
Can I include vendor details in maintenance tasks
I am creating maintenance tasks for our servicing and would like to have the contact details of the required vendor populated into the service request so the technician who gets the ticket has the necessary information to book the service in.
Import Solutions from XLSX or CSV
We're moving from Service Now to ServiceDesk Plus and I'd like to Import Solutions from XLSX or CSV files. Can I download a mass report from Service Now, import it to ServiceDesk Plus, and create individual Solutions?
Supercharge your IT team's productivity with automated ticket routing in ServiceDesk Plus
In today's fast-paced world of ITSM, where the demand for quick ticket resolution has grown exponentially, manual ticket routing can drain productivity. It's time to say goodbye to manual ticket allocation and embrace automation. Discover how you can
Building Request Life Cycles in ServiceDesk Plus to streamline major incident management
Major incidents can occur unexpectedly, disrupting productivity and customer satisfaction. Safeguard your operations and foster a culture of recovery and resilience by leveraging the Request Life Cycle in ServiceDesk Plus. Get started and begin driving
Optimize your request template to enhance user experience and service delivery
Are you tired of generic forms that fail to capture the essence of your service requests? Tailor your request template to suit your needs with custom sections, prefilled and dynamic fields, tasks, approvals, and SLAs in ServiceDesk Plus. Empower your
Explore ways to kickstart your IT service desk automation journey
IT service desks that fail to automate their ticketing operations risk sinking time and effort into tedious, manual efforts. Let's discuss several fundamental automation ideas to elevate your IT service desk productivity. Begin your automation journey
Creating an Action Button in a Request from a Workflow
Hi everyone, I hope you're all doing well. I have a question regarding workflows in ServiceDesk Plus Cloud. I'm wondering if it's possible to create an action button directly from a workflow that can then be used within a request. This functionality would
Duplicate requests
Has anyone come up with a way to proactively identify potential duplicate tickets? It would be nice if the technician viewing the ticket could receive some kind of warning that the ticket is potentially a duplicate for another, open ticket, but in the
How to integrate RACI / Access Matrix in Solutions SDP?
The RTF content box is challenging, you can put tables and images however the maneuverability is not that much flexible. I wonder how some people can make adding solutions more interesting and easy to use, specially those with documents that are tab
show user information when hovering
Hi There is a nice feature that when you hover over the subject of a request then all the information including the description comes up without having to go in the request. Is it possible to have this as well that when we hover a user's name then the information like phone number, site and email will show up so we wont have to go into the request every time? Thank you!
Notify a task owner when the parent case has a new conversation update
Hello, I have been trying to find a good way to update task owners if the parent case has an update in the conversation tab. We use Service request for when HR notifies us for a new hire. If HR updates the case, say the start date is now different. can
Alert manager if a ticket is still unassigned after 10 minutes
Is there a way to alert our IT manager if a ticket has not been assigned to a technician after a certain amount of time?
SLA settings
Hello, is it possible to configure the SLAs so that when a technician changes the Priority of a case, the respond by and due by date reflect when the priority was adjusted versus the new SLA settings based off of the created date. Also, what is the difference
same requester for multiple sides
Hi, I have a requester who handles different sides. This means I have to use same email address for different requester locations/customer. But SD+ first not allowed same email adress for different requester, second how requester can choose on portal login which side he wants log in. Thank you for any trick, feature, workaround.
Asset Group - Dynamic for laptops with no users assigned
Hi, I don;t appear to be able to create a dynamic group that shows all laptops with no user assigned. I can only pick a user from the list. When setting up LifeCycles I have the ability to select 'none' when setting the User condition but this doesn't
Remove on-hold status after xx days
Hi, We have a number of scenarios where we put an incident request ticket on hold e.g. awaiting user response. I know we can schedule to take the ticket off hold manually on a ticket by ticket basis when placing on hold, but I want to be able to automatically
Pre-populate an Additional Field Value with Requester's Email
Hello Team, A request came across to my help desk today for an incident template/form to have a field in it that was pre-populated with the requester's email so the users can report on that field value. They also want the field to be editable by technicians.
Probe silent deployment and execution
Is there anyway to silently deploy, register and activate the probe on all workstations and also hide it from the system tray so it's not visible?
Update Announcement in Portal based on changes to Outage Incident
I'm trying to create an outage notification process. Ideally, I would create an incident using the outage related incident fields. I'd like it to also create the Announcement for the SDP portal page automatically. It would also need to be updated by the
Select approver dynamically based on field change
Hi, I am looking for an option to send approval to different people based on field change. If its possible to do through template form rules, then how we can set Stage 1 / Stage 2 approvers? I hope someone can come up with a solution. Thanks
Is it possible to edit the Asset Description page?
Hello, is it possible to edit the Asset description page to add a multi line text field or a new drop down field in the Asset Description tab? Thanks. -David
Change Management - Calendar and Reoccurring Changes Questions
I have two questions in regards to the Change system in SDP. Change Calendar Is there any way for requesters to view the change calendar only? I found posts for people asking to view the calendar online, but nothing else, not to mention those were back in 2013. We have a monitor behind our Service Desk where I used to post changes, and I'd like to have our calendar up there. Reoccurring Changes We have a couple types of changes that are reoccurring (patch management). The patches occur every month
Auto Replies to new ticket based on Subject
I have a need/want to set up auto replies to tickets based on the subject line of the ticket... so if a user submits "I need help with my printer" it would see printer in the subject and then send a pre-made reply template with "Printer Troubleshooting
There is a limit number of Entries for Milestones?
In the Project Module, I need Add more milestones but looks like there is a limit. Could you comment. Thanks. Teno.
Best practice for MFA enabled ServiceDesk Plus (Cloud) account
Good day, I would like to review what are the best practice solutions to securing the service account when all accounts are MFA enabled. Current Azure setup uses contitional access. A Policy is setup to require Multifactor Authentication on all user
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