Share requests with other technicians/group
I think it will be very useful if we could share the same request with other technicians in the same group or with other groups; in this way we can work together on complex issues or on issues involving different offices. Thanks
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:
[Free webinar] 5 strategies to avoid service desk technician burnout
Hello there, Experiencing declining productivity and efficiency? Your solution may not lie in enhancing technician skillsets, but in tackling the underlying signs of technician burnout. Our latest webinar walks you through effective solutions to identify,
Upcoming enhancements in Settings and Maintenance
Dear Users, We are elated to announce the upcoming enhancements in Settings and Maintenance. Below is a brief run-through of the same: Setup Auto Close and Reopen Requests using Zia AIr User Groups Enhancements Technicians can set filters for user groups
open pending requests list on Requester portal customization
Dear Support, I'm using customize request portal and there is an issue with viewing pending list ( action type open Awaiting requests) please find the attached i tried with open completed requests it's working fine except the above action type (open Awaiting
Reply Template Extra Click
Since the most recent update we now have to click in the reply box before typing. Previously you would hit reply then it would automatically move to the box and you could just type. Now you have to click before you type. Thanks, Ben
IT project management capabilities and task enhancements
IT Project Management and Task Enhancements We are happy to announce that ServiceDesk Plus On-Demand now comes with integrated IT project management capabilities. Create projects, manage resources and track their progress from a single console with visually appealing dashboards. Also collaborate IT projects with requests and changes to fine-tune overall IT service delivery. Project management is available by default for Enterprise edition. For Standard & Professional editions, it is available
Search for a specific request using search criteria not working
Hello Manage Engine Community, I am trying to access Service Desk Requests using search criteria but I am facing issues I am able to view 10 requests details by accessing the API Request Type - GET URL - https://sdpondemand.manageengine.com/app/itdesk/api/v3/requests
additional field issue
Dear Support, i have an issue when i want to add special character information on additional field pickup list example : if the field value contains % or < or > or = not accepting please if you could fix this issue ASAP thanks
Task Notification Improvement Ideas for Service Desk Plus Cloud
Our organization is currently facing an issue where ticket owners receive individual notifications for every task picked up or assigned to them. Unfortunately, we cannot simply turn off task notifications on assignments since there are instances where
SD+ Cloud Roadmap is not accurate
Hello Team, SD+ roadmap is not accurate, the team is just updating the dates but not the data. Last time it was updated on 11th Oct and today it's updated today but old features which was already released still showing as pending. Let us know how can
Append the subject line in SD_+ request with a cutom field ( SCRIPT)
HI Im trying to append the subject line with a custom (additional) field called Employee's Name (UDF_CHAR7) so that the subject field has the existing subject line and then append the Employees name to the subject when the form is saved (submitted) the
Users Roles and permissions
Dear support, we are looking for more roles features, currently the SDguest is locked and we can't edit the permissions for the defaults role requesters. also we are looking for new roles for requester for example: 1- delegation permission for approval
Date Picker on Self Service hiding behind add request bar
Hiya, this feels like it's a new issue as i don't remember seeing it before. But the date picker is hiding behind the add request bar. I've tried in different browsers and get the same issue. How do I fix this? Thanks, Gary
"Reply" option in Conversations for emails that technicians sent
It would be really helpful if there were a "reply" button on email threads in Conversations that were conversations from techs. Sometimes the most appropriate way to continue or move a conversation forward is to respond to something a technician emailed
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.
Planned Disaster Recovery Drill for Zoho Europe and Australia Services on 10th December 2023 and 17th December 2023
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho EU(Europe) and AU(Australia) Service on 10th December 2023 and 17th December 2023 to ensure our DR Readiness in EU and AU Deployment. This will help us support
[Free e-book] The CIO's handbook for analyzing IT budget spending
Hello there, Don't let generic reports and a lack of visibility impact your IT budget and spending. Gain a powerful edge over standard budget reports with our latest e-book, and witness streamlined IT budgeting, reduced cost wastage, and increased ROI.
Associate a requestor to multiple sites
I can see a few posts over the years discussing this but it doesn't seem like it was ever answered fully? Is there a way, or are there any plans to allow, a single requestor to be at multiple sites? It seems strange that this isn't possible, as many businesses
Pickup Dell Warranty info
Hi, Is there a way to pull in the dell/lenovo warranty information into SDP Cloud? Thanks
Masterclass 2023 - Season 2, Episode 5: "Ask Me Anything" session with ServiceDesk Plus Cloud product experts
Greetings from ManageEngine! We are excited to announce that the registrations are now open for the Season 2 finale of the ServiceDesk Plus Cloud Masterclass 2023! Learn how to utilize our latest features and enhancements followed by the "Ask Me Anything"
Masterclass 2023: Season 2 Episode 5— Upcoming AMA episode with ServiceDesk Plus Cloud experts. Submit your questions now!
Hi everyone, We're excited to announce that the final episode in season two of our Masterclass 2023 series will be a ServiceDesk Plus Cloud AMA (ask me anything) session with Sriram K S, global head of customer success, and Srinath Venkatachalam, global
How would I use Approval Level Name / Approval Level to create a Task via Triggers?
How would I use Approval Level Name / Approval Level to create a Task via Triggers? Or any other fields in both Approval Level and Approvals
Fetching Field Values for a custom function
Does anyone know how to fetch field values from a form into a custom function, I want to use field values in a custom function to send off a notification using the sendmail tool, but I cannot get the field values to use for my subject, recipient, et
Currency field not availabe on trigger
Dear support i have added the currency field on the template, now when i would like to add conditions under trigger the currency field is not available, even under additional field
Upcoming enhancements in CMDB , Custom Modules , Releases, Workflows ,Approval actions, Changes , Purchases and support for Zoho Puvi Font
Dear Users, We are elated to announce the upcoming enhancements in CMDB , Custom Modules , Releases, Workflows ,Approval actions, Changes , Purchases and support for Zoho Puvi Font .Below is a brief run-through of the same: Enhancements Setup Timers for
DR drill for US on 25 Nov 2023 and 02 Dec 2023 from 6.30 PM to 9:30 PM PDT
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho US Service on 25 Nov 2023 and 02 Dec 2023 from 6:30 PM to 9:30 PM PDT to ensure our DR Readiness in US Deployment. This will help us support our expanding server
Floating Worklog Timers/Most Recent Timers
It would be nice if there were a floating widget/overlay/something that would show all active worklog timers, whether within a request, task, project or what have you. Or an expandable widget with your most recent timers if you need to return to them.
KB Articles in Announcements
We create KB Articles and want to use the Announcement feature to link to essential KBs. Is there any way to do this besides logging in as a fake user to grab the URL link? You would figure these two features would be very closely linked.
Add Technician Shifts
Please add the ability to set a technicians work hours so that tickets are only auto assigned to technicians scheduled to work based on the creation time. Currently it will only skip a tech if they are scheduled as away in the scheduler but the issue
cant send mails from tool to outside domain users
Hi, i have added a exchange 2013 email id with the tool. while replying from the tool, mail reaches to the internal domain(my domain) users. But getting error with outside users(other domains) ERROR: "Invalid address". i have created connectors for the tool IP's and enabled everything from my exchange server but still facing the issue. Kindly help me to resolve this issue ASAP Thanks Santhosh
Mobile app unable to copy text
Hello, we face an issue with the mobile app unable to copy text from conversations. Our team is using iOS 16 and 17 on the latest SDP mobile app. When trying to copy from the Conversation text field nothing is being copied. Please see the attached screenshot
Time worked entry
We are using hosted SD+ and our technicians really only use Notes and Resolutions. However, we want to track their time worked better. We tried the worklog way, but it seems convoluted??? My ultimate would be to enter time entry and on that same page:
Create a recurring request each week automictically.
I am trying to automatically create a recurring ticket schedule for each week but cannot find where to do this in sdpondand. Can someone please help
report for Probe network scan "failed"
When a network scan completed, there is an option to view Last scan summary. Within that pop up screen show alive host with "failed" These entries don't can included into assets as they failed. Is there any report that can generated list these "failed",?
Make all requesters as service request approvers
Hi ALL. How i can allow be approvers for all my users ?
Network scan issue
I am using SDP on demand/Assets: I have setup a probe but network scan does not bring up all the printers found. Checking the logs on the probe install, can see it has discovered all the printer ip, and the network scan result also show the printers was
Measure and reduce ticket volume in 5 quick steps [Free webinar]
Hello folks, When your help desk is inundated with tickets, it impacts technicians' ability to deliver sustained results. Catch the warning signs of a struggling help desk, and formulate effective strategies to streamline workload management. Register
CHAT Function
In SDPC when using the CHAT feature it creates an automatic ticket. With AI, how will Zoho prevent a system from being spammed and creating mass tickets?
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
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