Request Due By date is displayed as a duration
If I enter a Due By date/time for a request, it's displayed in the right hand column as the number of hours and minutes until the due date. Eg 8 Nov 2023 displays as 264 hours. In our use case, it's better to see the date and time. Is there a way to make
Creating Request on behalf of another person
Hi, We are using SDPCloud and have the Professional subscription. Currently if a user logs onto the requester portal, the field 'requester' shows themselves but it is greyed out/disabled. We have situations where someone can't get onto their computer
Hide Request details unanswered fields
Dear support kindly I need to know if the feature to hide request unanswered fields will be applied or not as its a show stopper for us.
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!
$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
Prefix for Requests
Hi Team, Is the ability to create a prefix for Requests still in the roadmap? As is quite common we would look at prefixes to differentiate between Incident and Service. Along with potentially custom prefixes to identify requests for different Servicedesk
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,
add option to lookup
can I make lookup field accept input even of not exist. for example if I need to write one user name which is not exist on users ?
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!
Technicians unable to change status when replying to requesters
Technicians in my organization are unable to change request status when replying to the requester within the request. the circled request status in the image below is faded out and no one has been able to change it.
Error when connecting to store.
O erro ocorre apenas com e-mails fora da minha organização. I have this erro only when send e-mails to out of domain organization My domain is davita.com. When i try to gmail.com davita.com.br and others i have this error System Log Message : Error when
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?
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
Next and Previous buttons for Tasks
We add many Tasks to Requests, and technicians often have to open them up and add notes. It would be helpful if each Task when opened displayed buttons for "Next Task" and "Previous Task". Then they could jump straight to the next or previous Task in
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
Change status when Technician replies to Requester
Hello, We are trying to have the status automatically change from "Open" to "Waiting for Response" when a Technician. I am having a difficult time looking for this option. Can you assist? -Jez
Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices
Title: Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices Greetings from ManageEngine! Registrations for the third episode of the ServiceDesk Plus Cloud Masterclass 2023 are now open! We will
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
Support for Nutnaix in Assets Module as a Virtual Host
I would like to request support for Nutanix AHV as a Virtual Host within the Assets Module. Nutanix is supported in some of the other ManageEngine modules, so hopefully it can make it to the SDP Application at some point in the future.
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
Upcoming enhancements in ServiceDesk Plus cloud - Dark Mode
Dear Users, We are elated to announce the upcoming enhancements in ServiceDesk Plus cloud(Dark mode).Below is a brief run-through of the same: Dark Mode Introducing Dark mode for enhanced display of the application in low-light environments. Click the
Upcoming enhancements in MS Team Integration and Release Status Type
Dear Users, We are elated to announce the upcoming enhancements in MS Team Integration and Release Status Type .Below is a brief run-through of the same: MS Teams Integration Enhancement Enhanced Home Module: You can now access the tabs like Dashboard,
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?
[Free e-book] Beyond performance: A guide to measuring your IT technicians' skillsets
We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving
ADD new widget - Assets By Age
Hi ALL. SDP Cloud has many widgets for Asset module. Could you add new widget with info about age of assets. Similar widget has EndpointCentral in report "Computers By Age" Just add it to cloud SDP )
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.
Change Zia name (Chatbot) and Welcome Message
Hi, We want to customize the name of our Chatbot in to something, and replace the welcome message with our own custom message, is this possible? Thanks
[Free webinar] How to measure the success rate of help desk initiatives
Hi folks, We're back with an interesting webinar on measuring the success rate of help desk initiatives. Date and time: August 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is no secret that prioritizing continuous improvement is
Upcoming enhancements in custom domains , Zia
Dear Users, We are elated to announce the upcoming enhancements in custom domains , Zia .Below is a brief run-through of the same: Multiple Custom Domains You can now create multiple custom domains and associate them with specific help desk instances.
Masterclass 2023: Season 2 Episode 2 - Setting up automations for critical ITSM practices in ServiceDesk Plus Cloud
Hi there, Greetings from ManageEngine! Registrations for the second episode of ServiceDesk Plus Cloud Masterclass 2023 are now open! We will be showcasing how to effectively configure and leverage various automation capabilities in ServiceDesk Plus Cloud
Change in ACS SAML URL and Identifier(Entity ID) for ServiceDesk Plus Cloud customers in Canada DC.
Dear Customer, Greetings from ServiceDesk Plus Cloud support. This post is to notify that we will be enforcing a change in format to the ACS/Reply URL and Identifier(Entity ID) on Friday, the 25th August at 9:30 AM Canada Time. From that point onwards,the
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.
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
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