Delete incident template - ServiceDesk Plus Cloud
Hello everyone, Im trying to delete some incident templates on SDP cloud and I can't, it only disables. Does someone know why its happening or if there are any requirement to delete a template? This is the error im receiving when I try to delete it: Thanks
Creating an Action Button in a Request from a Workflow
Hi everyone, I hope you're all doing well. I have a question regarding workflows in ServiceDesk Plus Cloud. I'm wondering if it's possible to create an action button directly from a workflow that can then be used within a request. This functionality would
Allow users to view requests from their direct reports
Several managers in our organization have asked for the ability to view requests submitted by their direct reports. The current options under "Requester allowed to view" do not allow for this. The closest option "View all department requests" is too broad.
ServiceDesk Plus Cloud and PowerBI
Hi, Can we integrate PowerBI with ServiceDesk Plus Cloud for creating custom reports and dashboards? I am looking to create customized dashboards and wondering whether we can use PowerBI with SDP cloud for the same. Any help/ suggestions appreciate
Tickets deleted and falsely marked as "Resolved"
I am customer of ManageEngine and use their ServiceDesk Plus Cloud product to handle our IT helpdesk. I have a ManageEngine PitStop account but noticed that the ManageEngine technicians consistently will mark my tickets as "Resolved" without actually
Power Automate to utilize V3 API
We are using power automate to perform some tasks which include generating tickets, and then attaching files onto those tickets. But currently I'm struggling to get files attached using power automate. I am able to do basic curls as well as a python versions
ServiceDesk Plus Cloud - Internal Error Update
Dear Customers, We sincerely apologize for the inconvenience caused by the current issue resulting in an Internal Error. Our team is actively working to resolve this as quickly as possible. We understand the impact this may have had on you, and we assure
Purchase Order
1. Technician should be able to copy the Purchase request details into the Purchase Order instead of re-entering all the information. 2. Purchase Order Template to be modifiable (currently the purchase order item is not modifiable, we should be able to
Upcoming enhancements in Requests, Problems and Setup in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Requests, Problems and Setup in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Requests Request and Solution Association Technicians can associate solutions with requests
[Exclusive industry research] The state of AI in ITSM: 2024 and beyond
Hello there, ITSM practitioners, There has been intense hype and speculation about AI in the last couple of years. However, there is a need to discern valuable insights from the noise surrounding the applications of AI in enterprise operations, specifically
Masterclass 2024: Episode 7—Designing and implementing minimal-risk changes with ServiceDesk Plus Cloud [Aug 28]
Hi there, We are excited to invite you and your team to the seventh episode of this year's ServiceDesk Plus Cloud Masterclass series. In the seventh episode of Masterclass 2024, we'll learn how to set up the essential configurations of change enablement
How do I overcome the error: Please provide a valid input for field Model?
How do I overcome the error: Please provide a valid input for field Model? Any suggestions?
Checklist items don't display info when excluded
When I mark a checklist item as done, an Info icon appears on it, and it shows who updated it and when. See sample screenshot. When I mark an item as excluded, it doesn't show this icon. It would be useful to be able to see who had excluded an item and
Auto Assign Technician to request with pending approval
Is there a way to configure auto assign to assign the technician while a request is in a pending approval state?
Checklists are hard to work with
Are there any upcoming enhancements to checklists? I'm just trying them out, and find them very frustrating to work with. When creating them, having to drag the new item into place is very fiddly and tedious. Can we have the option of, say, double clicking
Accept emails from unknown users checkbox
Hi there, Please can somebody explain what this checkbox does? I was hoping it would allow our instance to receive emails from outside our domain and create tickets from this but that doesn't seem to work. We want people from outside out organisation
Forms design options
Hello, I find the form design options very rigid and limited. It would very beneficial to have the ability to arrange fields in more than 2 columns as well as having advanced fields (Radio buttons, Check boxes) and separators. Is any of this on the product roadmap?
API Help: Unable to parse JSON
Hi, I'm trying to get comfortable adding assets to ME through API with the intention to build a tool in Powershell that my colleagues can use to quickly add assets too. We use the web browser to add these usually. I was trying out the Self-Client set
Service Request Editor Field
We recently migrated from On-prem to the Cloud and are recreating our Service Templates. We used the Editor field on one of these templates and it is not showing all users. On-prem it would show everyone, however, on the cloud it only shows about 215
Show Project Title for Milestone Tasks
We cannot see project titles for tasks that are part of milestones. This causes confusion when managing tasks from different projects, especially considering we utilize project templates in which the milestone names are the same and can have two or more
Upcoming enhancements in Request, Survey, Checklist, Project Management, Purchase, Contract, List View Export and Zia AI
Dear Users, We are elated to announce the upcoming enhancements in Request, Survey, Checklist, Project Management, Purchase, Contract, List View Export and Zia AI. Enhancements Request Key ID Configure an ID prefix and a starting number for incident and
Feature Suggestion - Quick Status Scheduler Options
I find myself wishing for a quicker way to set the Status Scheduler change time. Right now you need to click the checkbox, select status changing To, date, hour, and minute. It would be fantastic if there was a way to speed this up, something that can
Does ServiceDesk Plus accept multiple emails?
Hi there, Our current setup means that when staff email an ICT email address a ticket is created on ServiceDesk Plus. We are moving another team onto the ServiceDesk so I wanted to know if we could have it set up so that when staff email their team email
Re-engineer SDP Cloud Asset Probe and Discovery to not seek Domain Admin credentials
our security team will not let us utilise a domain admin account as, correctly, there is an account with the permissions required that isn't domain admin. its poor security and design principal to fall back on domain admin credentials!
v3 API request download Attachment
Can you download attachments from a request using v3 API? I can see attach, list attachments.. but nothing related we are building a Bi-Di Interface as native connectors are not forthcoming.
Disable Closure Comments for Direct Resolution Entry
Hi everyone, I'm looking to remove the closure comments feature from our ServiceDesk Plus Cloud setup, allowing direct entry of resolutions only. Has anyone configured this before? Any guidance or contact points for support on this would be much appreciated.
Allow Users with no Account to View Solutions.
It would be very useful if some Solutions could be made available as View Only for those without accounts.
[Free report bundles] Identify critical skill gaps in your IT technicians
Hello folks, Ditch time-consuming performance ranking spreadsheets that only give you a partial picture. With our latest report bundle, you can identify subject matter experts, top ranking performers, end user favorites, and more in less than three minutes.
Pickup button does not force mandatory fields to be entered
Hi there, I can in [SD-106041] SDP 14000: Pickup without fill mandatory fields (manageengine.com) that there was some work to remove the functionality where using the 'pickup' button would force mandatory fields to be completed. I think this functionality
Masterclass 2024: Episode 6—Build a robust IT asset management process using ServiceDesk Plus Cloud [Jul 24]
Hi there, We are excited to invite you and your team to the sixth episode of this year's ServiceDesk Plus Cloud Masterclass series. In the sixth episode of Masterclass 2024, we will deep-dive into the hardware and software asset management capabilities
CMDB CI status
Hi there, We're setting up the CMDB in ServiceDesk Plus Cloud, and I'm curious how other organizations are handling deactivating CIs that are no longer in use, like a server that gets sunset or a SaaS application we're no longer using. I was going to
Sorting by priority, but then what?
Hi there, My team are moving to working through our queues in order of priority level, however when we sort the columns by priority, we aren't sure what the next sort is being performed. For example, we use the List View option to view our workload. If
Emails based on Resource Info Fields
Hey everyone, Logged this with support but drawn a blank, so hoping the community can help :) We have templates for our new starters, that have resource info fields that are selected for various requirements. We'd like to be able to send a notification,
Is Service Plus Cloud having an issue where tickets are not being generated from emails sent?
We have not received tickets/requests in Service Desk Plus Cloud from emails sent to the desk for over four hours. We have done our internal checks but nothing seems to be out of place. Is there an issue?
Create Ticket from Workflow
Hey everyone, we have the requirement to generate and follow tickets from workflows. For example: In the onboarding process, it is sometimes necessary to purchase, inventory and set up hardware. We treat this as a process independent of the actual onboarding
Run reports on archived requests for SDP-OnDemand
Is there a way for me to run reports on archived requests on SDP On demand? I can view the archived requests in my views, but when I create reports with time frames that include something that is archived, it returns no results. I have tried to follow steps similar to the on-premise reports for archived requests, but the archive request module is not available when I create a custom report. If not, is there any way to un-archive requests so that I can run reports on them? Thanks!
Error with including survey feedback in report
Hello, I am trying to build a report that includes survey feedback comments. I am able to pull all of the data for the surveys except for the comments. I have followed the instructions from this previous post Survey Feedback in a report (manageengine.com),
Are business rules case sensitive?
Hi there, When we use business rules that look for a specific subject line, we've noticed that it is case sensitive, is that correct? As an example, if the business rules is looking for a subject that contains 'Peter Pumpkin', it will fail to apply the
Azure Data Factory Receiving a 4013 Error
I have setup postman and everything works correctly and I receive results. I setup a dataflow in ADF with the same information but receiving the following error. Keep in mind you will see the input_data below not encoded. When I do encode it I get error
Teams Channel Addin Search Requests by Ticket ID or Requesting User
As a helpdesk operator i want the ability to use the teams addin to highlight a ticket and discuss it in teams; i want to be able to search for a request/incident by requestor or request #ID in addition to current request title. the current ability to
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