Issues with custom widget
Hi all, I'm developing a custom widget in service desk plus cloud and encounter some problems listed below. 1. For plugin-manifest.json, what's the difference between 'personal' and 'org'? If I want to let all the users to have the widget I created, I
The request edit screen does not open for request tickets with registered tasks.
Starting today, when technician role members attempt to edit tickets in Service Desk Plus Cloud requests, the screen displays “Loading... Please wait...” and fails to transition to the edit screen. This issue occurs only on request tickets with registered
API call from Postman - Contracts Module
Hello, We need to make an API call to the contracts. We need the active contracts. We also need to make the call for two contract owners. Should the API call be made individually by the owner? Would it be two separate calls? Is there a video or tutorial
Projects - Resource Allocation
In reviewing Projects within SDP Cloud, and use of Resource Allocation. If a task is assigned to a user it appears to allocate all 8 Hours of a day. As you can assign multiple tasks, and have then noted as over-utilized is there a manner in which you
Enabling Self-Service Login for all users
Morning, I am just wondering if there is a way to enable self-service login for all users that are requestors in ServiceDesk plus, i would like this to be done automatically for all current and future requestors. Currently we are manually having to go
OAUTH Scope for Announcements
What is the scope to specify for creating an Announcement when generating the API access token? There is nothing listed specifically for Announcements in the API guide (OAuth 2.0 - REST API - User Guide), and trying both General and Setup yields a 401
Announcements start at the bottom.
When viewing Announcements from a configured banner, the Announcement displays content from the bottom instead of from the top. User have to scroll to the top of the Announcement to begin reading. This may be due to the length of the announcement but
Remove Approval for VIP User
I am trying to remove the approval process when a Service Request is created by a user marked as a VIP. I have a request template where the Approval is set to the Reporting Manager of the Requester for Stage 1 approval. I have tried creating a rule where:
Contract Expiration Notifications - Templates
We’re starting to use the Contracts module in ServiceDesk Plus Cloud (SDPC) to improve centralized visibility of our agreements. One of its most valuable features is the built-in expiration notifications, which help us stay ahead of renewals. However,
DMARC issue
Dear all, We are currently creating requests by sending emails to support@ourdomain.com, with the SDP email address in BCC. When we reply to the requester, the response uses our support@ourdomain.com address. DMARC, SPF, and related configurations are
Mandatory Additional Asset Fields?
I have explored every corner of the settings in SDP cloud and I am unable to find a way to require certain additional fields in assets module. Is there any custom trigger/function that I can leverage when asset is edited that can require the person editing
The content entered in requests or notes does not immediately appear on the request screen
An issue is occurring on the U.S. SDP Cloud site (sdpondemand.manageengine.com) where tickets and conversation notes registered do not immediately appear on the request list screen or conversation list screen. Have you made any changes that could cause
How to Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide a field/fields that have not been answered on an incident request? We have many fields on our form and do not need to fill every field out when submitting a request. After submission, all of the non-answered fields show on the Request Details
Optimization Issue - Records not updating
There is an optimization issue that causes records not to be updated after switching pages. Apologies for the unclear images but these are the only ones I have been provided with where the issue was captured. You can see in the images below that the page
Slow Performance or Crashes on Android Tablets with ServiceDesk Plus v12.2
I've noticed significant lag and unexpected crashes when using ServiceDesk Plus v12.2 on Android tablets. I've already tried reinstalling the app, clearing cache/data, and updating Android, but the issue persists. Has anyone else experienced this? Any
Pickup Dell Warranty info
Hi, Is there a way to pull in the dell/lenovo warranty information into SDP Cloud? Thanks
"Review the sign-in URL" screen suddenly appears when signing in
On July 11 at 5:00 p.m. (JST), We suddenly received a screen appears “Review the sign-in URL” from account.zoho.com when signing in to SDP Cloud. We can continue to use SDP Cloud by selecting “Continue”, but how can we prevent this screen from appearing?
Email reply creates new ticket
I have a custom function that builds and sends an email to the requester on a New User ticket with a URL of a standalone template that needs to be used for account access. The email sent contains our format of the request ID and looks identical to other
Approval in a Workflow
I have created a workflow to automate an approval. Problem is when I set the field update for Approval Status, it sends another Approval. I know that field updates trigger approvals, however, I cannot get the Approval Status to change without this field
Importing attachments
Since the information available on importing is just terrible. Does anyone know how I am able to setup the csv/xlsx file so that i can import attachments to a task within a project. I have the Project ID and the Task ID but the system does not seem to
Task Dependencies in Service Request Templates - SDP Cloud
Hello, I was wondering if the ability to create tasks that trigger more tasks within a Service Request template is possible in SDP Cloud? We have a new hire Service Request template where we wanted multiple tasks to be triggered after completion of the
Example command for DUEBYDATE in Email Command Parsing
I am trying to use Email Command Parsing to create New Starters based on emails from our HR system I'm able to set the TEMPLATE / GROUP / SUBJECT / ASSET fields no problem eg: @@TECHNICIAN=Jane Smith@@ This works correctly. However I want to make the
Mail Fetch
Anyone else currently experiencing mail fetch issues? The system doing everything with email except for the fetching and it only just started a few hours ago. Email account has been verified to be working correctly through 365 and support is acting like
"Report an Issue" button no longer opens Incident Template catalog
A few users have reported that when selecting the "Report an Issue" button from the home page it now opens up the same specific template instead of the catalog of incident templates. The template that is opening isn't even the default. We are using the
Using API to create requests
I'm using a PS script to try and create an incident request in our SDPlusOnDemand Cloud site. I keep getting a 400 (BAD REQUEST) and can't seem to find the issue. I generate an error log that says { "Error": { "ErrorMessage": "The remote server returned
Add Request API problem
Hi, i'm trying to create "tickets" using the add request module https://www.manageengine.com/products/service-desk/sdpod-v3-api/requests/request.html#add-request When i execute my script using this payload payload = { "input_data":{ "request":
Remote Connection: Failed to create a remote control session : For input string: ""
We are using Service Desk Plus Cloud (Professional Plan) When attempting to use the Remote Connection, it first asks you for email, and once you click Invite it displays a red banner at the top of the page saying: Failed to create a remote control session
SDP Cloud - No option to delete a requester
We are using SDP Cloud and are importing our users via ADSync. I manually created a few test users, but now when I try to remove them, there is no DELETE option under Actions. There is no email address associated with the user anymore (in the screenshot,
ServiceDesk Plus Cloud API - upload file attachments using MS Power Automate
Hello, I am using MS Power Automate ("PA") to upload file attachments from Sharepoint to a ServiceDesk request via the API. I am getting a response from the API that I am not understanding. The response is: { "response_status": { "status_code": 4000,
SeviceDesk Plus (CLOUD) ESM Instances Type
HI, I have been reading and watching some of the webinars and decided to start using the ESM functionality which I think is excellent. When I was about to create my first instance i notice the field INSTANCE TYPE, which i have to confess we lack a little
How to Pre-Populate Template B Fields from Template A?
Hello ManageEngine Community, I'm using ServiceDesk Plus On-Demand and need assistance with template customization and data population. Background: Template A: A frequently used request template with fields used when creating follow-up requests. Template
"Unknown Error Occured" Error Message
Hi Support, One of the technician are encountering this error message everytime logging in to the account. How to fix this?
Microsoft SSO instead of Zoho OTP
We are deploying ServiceDesk Plus to our organization. When users log in, they are prompted to enter their email address and then sent a Zoho OTP. Is it possible to use Microsoft SSO instead? We are using Azure as the identity provider and it is working.
Service Desk Plus - Cross Timezone Issue
Hello everyone. I would like to raise this concern or issue if anyone encounter this kind of problem in logging in Service Desk Plus. It will display about Cross Timezone. I did my troubleshooting and issue still occurs. Troubleshooting -Adjust the correct
User does not have this permission
We are implementing a client to integrate with the SD+ APIs (add/edit/get/delete requests). We can currently read a given request, but if we try to create a new one, then we get an error response message (below is the response we get using Postman): {
A Form Rule that is executing a Custom Function causes the Service Template to break.
As per the title, I have created a form rule with these rules (generalised): Additional Field is a Pick List Execute when a request is: Created & Edited on field change of {Additional Field} Conditions: {Additional Field} is "No" Actions: var confirm
Custom script not working - what am I doing wrong?
Hi, I am trying to create a custom script (my first), and I cant work out why its not working. There is no error or feedback and I cannot find any log to help me diagnose the problem. This is only a partial script at this point, whilst I figure out how
Getting survey results via API V3
Hi There, Looking for a way to get survey results from the SDP API. Is this possible? Was hoping it would be included in the request data on a request where a survey was answered but I'm not seeing anything. Not using Zoho Surveys integration
Auto merge solution - cloud
We have some systems that email our servicedesk automatically when an issue occurs (usually every few minutes) The problem is this results in a large volume of requests for the same issue which we eventually merge manually. Does anyone have a solution
Reply Template Capacity
Hi When I try to add a reply template I'm getting the error message: Maximum number of entries reached for Reply Template. I've deleted a couple of old ones but I'm still getting the same error?
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