[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
Report Help
Hi all, Looking for assistance here I am struggling to figure this out and wasn't given much time to try and create it so I come to you wonderful people. I am trying to create a report that will show weekly the number of requests that were created and
Additional Support for Email Commands
A number of our templates use the 'Approver(s)' system field for requesters to assign their team manager ad-hoc as approvers for Service Requests. There are some templates that we would like to raise calls with using email commands, but are unable to
Time Elapsed and Time Spent
Dear Users, We got quite a number of suggestions and feedback's regarding the usage of "Time Elapsed and Time Spent" in the Request & Reports modules of ServiceDesk Plus OnDemand. Although the two words sound similar, both are different though and we have taken up changes in its naming conventions. Hope you are all aware of our next release is going to be on Request Assessment Details - Request Tab(Time Elapsed Analysis) and Report Metrics as detailed in : https://forums.manageengine.com/topic/what-s-coming-up-next-in-servicedesk-plus-ondemand
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
Resolution Time Error?
Hello folks, I've reached out to support about this issue but it appears we are not understanding each other, so I hope to re-open this pain point for us and get clarity. Here's our scenario: HR opens a future dated request (3 weeks away) for a new hire,
Display Followers/Shared With in Right-side Widget
Display follower information/shared with information somewhere in the widget instead of Actions -> Manage Followers to view followers or who the request is shared with
Remove "Expired" assets after a certain number of days?
Is it possible to Delete Assets that have been set to expired after a certain number of days?
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.
My Groups - Mobile App
Currently the mobile app (Service Desk Plus Cloud) does not have the option to filter the requests based on group (technician group). Is there a roadmap on this for future launch? It would help 95% of teams that work tickets to be able to view their group
Request Technician Auto Assign: Tech Availability versus Online Status
For Requests - > Technician Auto Assign: Question is about the checkbox for "Auto-assign requests based on technician availability." Suppose on the Tech Availability Chart, a technician is shown as "away," for all day today. Yet, that technician still
Self Scan Deployment
Hi All, I am looking at deploying the Self Scan.exe to all devices in my company using an Intune App deployment with the script also deployed but this method does not seem to deploy correctly and populate our ME instance with the devices. I am just wondering
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
Integration for Jamf
Option for integrating with Jamf for Apple device information to be imported as assets for any device that is managed by Jamf, similar to the way Intune can be integrated.
Zoho directory not updating User fields to Service Desk Plus
Hi We have noticed that since the start of 2025 new users created in Service Desk Plus from the Zoho Directory are missing some information. Zoho directory is picking up the user Department from Azure, but not syncing the Department with the users record
Announcement: ServiceDesk Plus Cloud price hike update
Dear Customers, Thank you for being a valued customer of ServiceDesk Plus Cloud. This is an announcement about the price hike across all editions of ServiceDesk Plus Cloud, effective May 20, 2024. Please note that this communication is intended only for
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
[Free webinar] How to design the perfect SLA, SLO and SLM compliance dashboards
Hi there, IT teams today face mounting pressure to deliver top-notch operational reliability, service accountability, and customer satisfaction. But without clear visibility into crucial service-level metrics like SLA, SLO, and SLM, this can feel like
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
Ticket History
Hi, I would like to know if it is possible that when the requester receives the answers given from the platform, he can receive the entire history of the ticket. That is, the entire conversation. I have tried adding the Description variable, but it only
All requests history
Hi, I'm just wondering if there is a way to see all the requests history anywhere? At the moment we are at number 16,000 and if I'm trying to find something from 6,000 from a few years ago, it's not there anymore. Does it only keep the history for a few
Ability for Requesters to Edit Their Own Requeset After Submission
Hello, I was wondering if its possible to enable the ability for requesters to edit their own request after its been submitted. After doing some research, it appears that this functionality is available on SDP MSP. Is there another way of enabling these feature? Thanks, Neil
SDP cloud approval
When the requester selects a subcategory, such as ITSM, the ticket status should change to "Pending Approval" and be assigned to a user with the authority to approve it
Automate Instance Announcements for new platform updates
Allow customers to suscribe to an Announcements for new updates/releases? In our organization the responsible analyst reviews new releases and shares them with the organization via an SD+ Announcement. It would reduce the amount of effort on customers
Automate Technician name in Requester field
In some cases a Technician can be a Requester to report an issue or raise a request. In the onprem version we were able to add a script to all forms to take the logged in name and populate the Requester field. This is the same behaviour that Requesters
Automatically process mail in the Mail Box
I have to go into Mail settings>Mail Box and manually process the mail so that the email turns into a ticket. Is there a way to automatically process all mail in the mail box?
Service Desk Plus Cloud Scrum Roadmap
For SDP Cloud, there was a Scrum enhancement listed in the backlog which appeared through November to be implemented in Project Management. Has it been removed. From both a product, and ITSM alignment standpoint the integration of the Scrum / Agile framework
Add grouping feature to List view in Request
One of my users has requested the ability to create expandable grouping in the Requests Lists view, similar to the Group By feature in the Kanban view. This was a view our last ticketing system supported that was well-liked. For example, if the grouping
No warning on Datacenter Maintenance over the weekend
This weekends Datacenter Maintenance was performed with no notification to users that I am able to find. On the US ManageEngine On-Demand Service Status site this seems to be rolled into the DR process but even so the dates do not match up. As has been
Request to add Collapsed or Expanded View Option for Solutions in SDP
Having solutions set to be collapsed by default is horrible. When end users click on the solutions, they have to click on the tiny "more button". The comments area takes up a large amount of space, even when it's empty. It should be simple to add the
Create a Official Microsoft Sentinel Playbook to create/update Helpdesk tickets
we don't have inhouse dev it would be great to have a official Sentinel Playbook supported by Zoho that can create support incidents to support ticket creation where SOAR cannot help or work. the ability for the ticket to be updated the ability for the
Incident Approvals
Ok Incident Approvals are entirely different than Request Approvals. there doesnt seem to be a way to get them to act the same as request approvals. There are no stages and no way to edit the Approval Config in the incident templates like Request below
Swagger (OpenApi) file that describes the APIs
Is there a Swagger (OpenApi) file that describes the APIs? The documentation is not enough to determine for example whether a field is mandatory/required or not, or the accepted char length for a string field, and we do not even know the full list of
Viewing Ticket
Hey there, we have a rotating Service Desk of three analysts who monitor a central SD ticket queue. I was wondering if there is a setting some place that would put a notification banner in a ticket if another technician is currently viewing a ticket.
Automatic ticket distribution
Currently we need to disseminate everything that happens in a ticket to a specific group of non-technical people, so that they can be informed. That is, this forwarding can be set up automatically and it works for both provided and received responses.
[Free e-book] CIO's guide to the biggest challenges in managing IT expenses
Hi there, Are you struggling to balance innovation and cost efficiency in your IT spending? You're not alone. Many organizations face mounting challenges with costly overruns and inefficiencies draining their IT budget. In today's rapidly evolving business
Projects Approvals
It would be great to have approvals in projects similar to incidents - some projects have variations or changes that we would like to request approval for and also track those approvals, presently we need to open a ticket just for the approval process
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
Sending attachments in deluge script
Hi, Team, How can I send some files as attachments with the "send mail" deluge function? When not using the attachment, I can send the email without issues to the recipient. I've tried several ways to reference the files (which are task attachments, and
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