Enhancement to request "Need more information" for approvals, any update?
Dear, any update about the above feature? it's taken long time under implementation
Technician license - one size for all
I am on ServiceDesk Plus Cloud enterprise with 3 licenses - and have the scenario when i want someone to assist in the setup of the application. You cannot do that without consuming a full technician license, this goes for all the roles defined in the
Error when try to configure Exchange On Line email account
Hi All, Please, could you provide me some tips to fiz this issue? This email contains a valid MS Office 365 email account (exchange on line P1) Thank you in advance
Even with ##RequestID## SDP cloud still create as a new case
Hi Team, I would like to know how to tackle this issue. When I created a new case under SDP, system will issued a new ticket number. I taken the ticket id & even use the ##RequestID## inside my subject id during i send email via outlook, SDP still record
Reply template
Dear Support, we are using service Catalog with approvals, we have an issue if the approvers clicked on reply button on the request form only the requester will receive this message. we would like to add all approvers ( stages) by defaults to that templates,
Custom Report - Asset Depreciation?
Hi there, I'm attempting to make a new custom report that would pull info similar to what's shown in the provided "Assets depreciated by 50 percent or below" report, but adding on fields for "Assigned To" and "Serial Number", but I'm unable to seem to
Next Release : CMDB Business view and Asset Loan
Dear Users, We are planning for the next release "CMDB Business view and Asset Loan" and below are more details on the same : CMDB Business View The UI of CMDB Relationship map is enhanced with a new set of icons. Furthermore, relationship maps can now be saved and viewed later as CMDB Business Views. Business Views present a summary of the relationship between various CIs, along with their critical data such as details, associated requests, changes, problems, releases, and CI distribution at a
Add a watcher to a request
Hi, We would like to add watchers to request. These watchers would need to have single request permission to read the whole request. For now we only have the option between 4 'Requester allowed to view' roles: Show only their own requests Show all
Split Categories, Sub-Categories, Items in to 2 tabs "Active" and "Inactive"
When we no longer need a set of categories or items and disable them "Because they can't be deleted due to being used in tickets, tasks, problems etc" they can clutter up and cause confusion with the currently active ones. If there was a way to separate
Notify Requester when notes are added
Is there any update on this? I would like to notify them when I add a note to their ticket. Thanks, Tasha
Upcoming enhancements in Requests, Changes, Releases, Reports and Solutions
Dear users, We are elated to announce the upcoming enhancements in general, exports and problems. Below is a brief run-through of the same: Enhancements Requests Request Tags Add tags to a request from the details page to classify related requests. Users
Condition to prevent lifecycle transition until x Tasks are completed
We have a couple of lifecycles in our system that auto-generate tasks for a technician depending on the ticket status for service requests. It would be ideal if we could put in conditions to prevent the technician from proceeding to the next transition
Description comments in the Gannt view for projects
I would like to show the description comments in the Gannt view for projects. I could then use these comments to add context to projects to senior teams when I export into PDF.
Change status when requester replies
Hi, When we have a request that the status is "With User" is there anyway of automatically changing the status to "Open" once the requester replies to the email?
Force Desktop URL on Mobile Browser
Hello, We have users that don't want to download apps to their personal phones, but we want to turn off email ticket creation. Is there something we can add to our URL on a mobile phone so it forces the desktop site to load instead of the page telling
Email Fetching Stopped
Copy project data from Cloud SD+ to Sandbox
Is it possible to import project data from Cloud SD+ to my cloud SD+ Sandbox
Possible to change Request ID as another word yet still able to link into cloud sdp?
Hi, I would like to change the word "Request ID" to another wording under the reply template. SDP allow to type & do changes, but there is a disclaimer at below: "Note : Re: [Request ID :##$RequestId##] - has been prefixed to the subject in reply. Please
Sample Powershell Script for REST api
Is there a sample powershell script that shows how to create implement the an API call? I've tried following OAuth 2.0 - API - User Guide (manageengine.com) - with the self client, but it's throwing a 401 error (and that's before I hit the fact that I
Adding SDP on demand cloud link at the customer website to add external users requests
Adding SDP on demand cloud link at the customer website to add external users requests. Please guide how we can add link on the website where all external users can request using available form on website without landing on the requester portal of S
Upcoming enhancements in general, exports and problems
Dear users, We are elated to announce the upcoming enhancements in general, exports and problems. Below is a brief run-through of the same: Enhancements General Extending Support for Microsoft Teams Mobile App You can now access the Home, Requests, Solutions
Data Import into CMDB with Multi-Select field
Is it possible to use the System > Data Administration > Import Data function to populate a CI Multi-Select field from a spreadsheet? Here are some of the field values I have added to the Multi-Select field: DEPT - Administration DEPT - Finance DEPT -
Details of Email Command in ticket Description
Does anyone else dislike how tickets created with email parsing have the entire contents of the email in the ticket Description? In my mind the description is all about the issue the ticket is being created for and not HOW the ticket was created. It
Rename Fields
We are using ServiceDesk Plus Cloud and we want to change the fields "Category" and "Sub Category" to something else, is this possible?
Unable to use reply-to email on cloud SDP
Hi All, I had setup everything correctly following the steps, my email had been verified. But when i use the reply function inside my application, it prompt me error. Can advise what else i could do ? Error while processing the request! javax.mail.MessagingException:
Reset Views on Solutions
Currently, it's only possible to reset Likes/Dislikes on Solutions however our users rarely if ever go to the effort of hitting Like or Dislike. We need a way to reset views on one, some or all solutions. It's the only way we can tell what solutions are
[Analytics Plus webinar] 5 things to keep in mind when planning your IT budget
Hello folks, We're happy to bring you our latest webinar on 5 things to keep in mind when planning an IT budget. Date and time: January 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? The benefits of an accurate IT budget range beyond
On Behalf Of Anyone
We want to set up a Kiosk user to allow anyone to walk over and create a ticket without having to log in to their own account. To achieve this, we've only enabled the "On Behalf Of" field for that Kiosk user on all of our templates. The problem is that
Search Projects by Additional Fields
We have 2 Project Additional Fields, a "Pick List" with a UDF_CHAR1 Field Key and a "Multi-Select" with a UDF_CHAR2 Field Key. In a custom view in the Projects module I can search by the "Pick List" field under "Additional Fields" but I can't search by
Pre-Release : Default site - "Base Site" for ServiceDesk Plus Cloud
Dear Users, We are working on the release of adding "Base Site" as default under the site configurations and below are brief details on this feature, functionality and behavior changes. Site - Organizations may have several branches or sites, distributed
More granular control of "Can view technician's cost per hour"
Recently released was the ability to prevent technicians from seeing everyone's Cost Per Hour unless they are an Admin in SDP. I would think for most companies that who can view CPH has nothing to do with which technicians are Admins. Just because a technician
Service Desk Plus Cloud - Aged Tickets
Provide a bar or line chart showing total open aged tickets by month.
Service Desk Plus cloud - ticket Severity
Could a ticket Severity drop-down field be added, that allows that allows assignment of the assessed severity of each logged incident? Also to allow row formatting. It is similar to Priority, less so Category. You could have a high priority incident with
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
Upcoming Release : Custom Modules, Kanban for Projects, Change and Release Enhancements
Dear Users, We are gearing up for the next release with Custom Modules, Kanban for Projects, Change and Release Enhancements for ServiceDesk Plus Cloud. Kindly refer to the below details : Custom Modules Administrators can create and design modules from
Service Desk Plus cloud - total tickets chart
Provide a bar or line chart showing a rolling total Open vs. Closed tickets over the past month. i.e. is the desk keeping on top of the volume of tickets arriving, by closing equal or more than arrive over a period. Having it over a few weeks allows you
"Thank You" Detection
Would it be possible to implement some sort of "Thank You" detection using Zia AI? We often get users replying after we have marked tickets as resolved and it would be great if the system could detect when they are just saying thanks and not re-open the
Personal Reply Templates
Hello, I feel it would be very useful if we had the ability to have public reply templates (like what is setup right now in SDP Cloud) and personal reply templates. We have a very diverse group of people that use Service Desk and all handle very different
Single view of assigned tickets and tasks for technicians
Add single list where technicians can get a view of all tasks and incidents/requests assigned to them. Ideally, I’d like a list of all incidents/requests assigned to the logged in technician, and any tasks assigned to the them and associated to a ticket assigned to the technician would be displayed as a sub-record of the incident/request. Tasks which are assigned to the technician but the parent ticket is assigned to another technician should be displayed as well, but should clearly indicate who
Searching keywords in Solutions
Hello The keyword search resulting in suggested solutions feature used within requests is fantastic but I'm wondering why this same feature is not within the Solutions module. The search options are limited as per below image, unless I'm missing something
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