Discussion RE: Status values
new to SDP (Cloud). When new Service Requests come in they default to STATUS == OPEN. Our team then reviews if it's business impacting/critical. But they don't really mark the SR in any way other than adding a note. So, being new to this, I was thinking
Remove the technician’s name in adding a resolution
I, I would like to remove the technician’s name when I add a resolution to the ticket. I don’t want the requester to see who put the resolution. Thanks Luc
[Free webinar] 5 ways to measure and reduce your help desk's workload
Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling
SLA and different status for problems.
We need to have different statuses for the Problem module and be able to have the option of having a matrix for the SLAs. This module currently lacks these options, which makes it difficult to create a lifecycle that complies with ITIL. You also need
Custom Script to append an additional field onto the Subject
I am trying to create a custom script that a form rule can use. It needs to take the value entered into one field and append it to the subject line. All my attempts end up with null being entered. This suggests to me that I am using the wrong variable
Request updated by multiple people? New User angle
Hiya, This may have been asked before but I dunno how to phrase a search lol What I would like is for a new starter form to be updatable by HR and the chosen line manager. The image shows it better, but HR don't know what folder/system/shared mailbox
Upcoming enhancements in checklist, Users, suite view and support for new languages
Dear Users, We are elated to announce the upcoming enhancements in checklist, Users, suite view and support for new languages.Below is a brief run-through of the same: Enhancements Setup Checklist Enhancement Technician can edit checklist items and the
Planned DR Drill for China and Japan Services on 28 Oct 2023 and 04 Nov 2023
Dear Customers, We have planned to conduct our yearly DR Drill for Zoho CN(China) & JP(Japan) Services on 28 Oct 2023 and 04 Nov 2023 to ensure our DR Readiness in CN & JP Deployment. This will help us support our expanding server far more efficiently.
PowerBI Connector - Waiting for other queries
Hi all, I've recently started using the PowerBI connector for Service Desk Plus Cloud, and I'm having some trouble loading the data from Service Desk to PowerBI. When I try to request the data for the tables I need, I am consistently hit with "Waiting
Base Currency issue
Dears, I can't change the default base currency under instance Configurations and the filed is disabled.
Google analytics
Hi, I was wondering if there was any integration with Google analytics on the support that customers see or anything similar to this? Thanks
Link Multiple Changes to a Problem or Project
Often times, especially with a Project, we have the need to link multiple changes to the project. Or sometimes it can take multiple changes to resolve a problem. In either case, you can only attach one change. It would be nice to have the ability to attach multiple changes to either a problem or a project.
Multi-select lookup fields
When adding a custom field to a template, it would be great to be able to create a lookup field that supports multi-select. As far as I can tell, lookup fields currently only support single-select.
Servicedesk plus cloud merges ticket even if the ticketnumber is not mentioned in the subject or body.
We have an HR colleague that sends us tickets for accounts & laptops on a regular basis. on october 16th she sent us an email with subject "Laptop + account voor Wxxx Oxxxxxxxxx" Yet that email was added in old ticket ##54148## "laptop + account voor
[SDP Cloud] Help Card for template request
Hello Support. Is there a possibility to configure a Help Card to register tickets in ServiceDesk Plus Cloud? That is to say: Use this area to display a short description or any instruction, notes, or guidelines for Requester. This is an example of what
[Free webinar] How to make the help desk your first line of cyberdefense
Hi folks, We're happy to bring you our latest webinar on making the help desk your first line of cyberdefense. Date and time: October 30, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Cybersecurity is no longer restricted to security teams.
Tasks attached to Request Templates
Hi, I have a request template called 'new user' and attached to the template is a task called 'device rollout'. I haven't assigned the template or the task to a technician upfront because it might be one of 3 technicians that get assigned. How do I achieve
Populate tasks with information from Request
So I've found some information about this from older versions of the on-prem version of SDP but nothing for cloud. Here's the question; how do you auto-populate information in Tasks with information drawn from a service request. Scenario: New Hire Request.
Upcoming enhancements in Requests,Problems,Changes,Notification Rules,Project,Triggers,Sandbox and Zia
Dear Users, We are elated to announce the upcoming enhancements in Requests,Problems,Changes,Notification Rules,Project,Triggers,Sandbox and Zia .Below is a brief run-through of the same: Requests Request Closure Rules Enhancement The UI for Request closure
Masterclass 2023: Season 2 Episode 4—Strengthening the ITSM ecosystem with ServiceDesk Plus Cloud integrations
Greetings from ManageEngine! We are pleased to announce that registrations for the fourth episode of the ServiceDesk Plus Cloud Masterclass 2023 are now open! In this episode, you will learn how to leverage the various IT management solutions from ManageEngine
Cacher le nom du technicien à l'ajout d'une résolution
Bonjour, je cherche une façon de cacher le nom du technicien au demandeur, quand on ajoute une résolution dans le ticket. Merci Luc
Outgoing Webhooks customization
I am trying to use outgoing webhooks to send information to an external tool. It is partially working fine but when I try to use the "requester.name" and "technician.name" variables it doesn't return any value. However "requester.email_id" fetches the
New to SDP - Need to fundamental KPI
Hi all. My first post. I'm new with Service Desk Plus (Cloud). I've been an IT Management Professional for decades. (Yes, I'm an Elder Geek!) Just started a new job. Trying to define and implement a basic HelpDesk SLA. The SDP (Cloud) configuration that
[CLOUD] Auto merge and close similar requests - (first subject: "problem:xxx", second:"resolved:xxx")
Hi all, we are getting automated Tickets from our Zabbix system by Webhook. Problem = Subject: "Problem: hostname - defender not active" Resolved = Subject: "Resolved: hostname - defender not active" Now we want to merge these two Requests created automatically
Big delays with refreshing information
Is there is any global problem with Service Desk + Cloud? I already checked portal with all status and it looks like everything is fine. Link: https://status.manageengine.eu/#/components/3fJbAAzWi8AT6i5Xo6qbIAWPJTTlcqbwRL6k1I3_szqHBKl6VtFQ4WwgzyaMwgPH
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
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