Introducing free report bundles
Hi there, Are improper change implementations causing an avalanche of incidents? Are asset procurement delays hindering productivity? Who are the slackers on your help desk team? Get immediate answers to all these questions and more with Analytics Plus'
Script to map picklist selections to category and sub categories.
I'm trying to find a way to map multiple picklist values to their respective categories and sub categories in bulk. Rather than creating form rules for each individual selection, I'm trying to write a script that will map these selections. var udf_char135
Profile Date format
Hi, Wasn't really sure where to post this, but we use SDCloud, I'd like to change the date format to be DD/MM/YYYY for all requestors & technicians. I know you do this in the Zoho Profile - Personalise section, but I want to do it globally for all users.
Need a Cancel button for request sub tasks
In the list of tasks attached to a request, we can quickly select some and click the Close button when they're completed. We often have some tasks left that are inapplicable, so we mark them as canceled instead. To do that, we have to open each one, change
[Free e-book] 5 real-world interconnections that IT teams overlook
As organizations grow, IT teams tend to expand into sub-departments that focus on specific functional areas, such as service desk, network operations, security, and more. With time, these specialized teams often lose sight of how strategies implemented
SD+ Cloud having Internal issues today 8/17/23?
dozens of our technicians are reporting site errors within ServiceDesk Plus cloud this morning. Is there an outage or issue happening?
Dynamic Approval in SDP Cloud
Use case: Users requesting access to software or SaaS applications require approval from their reporting manager, as well as the owner of the application. The stage I approver will always be the requester reporting manager, so that isn't a problem. The
Add attachment to a request using Power Automate
Hello, May I know how to attach an attachment to a request using Power Automate? I tried HTTP Post in Power Automate but encountered "UPLOAD_RULE_NOT_CONFIGURED" error. What is this error meaning? Response {"response_status":{"status_code":4000,"mes
Request tab links could show a count of their content, eg Tasks
I think it would be helpful if the "tab" links in a request gave some indication of whether they have any content. Eg Tasks, Checklists, Reminders, Approvals and Worklog could show a count of the number of items in them. For example, if there were 7 subtasks,
Schedule Dates Without Specifying a Time
When scheduling a begin or end date usually for a Change, it's burden to require users to select a time too. Especially down to the minute. That level of granularity is not usually needed. Maybe there could be an option to default to no time, or rather
Asset>Consumables - Lifecycle and Additional Fields
We are using SDP Cloud Professional. I want to add a lifecycle to a consumable asset and specifically want to include one of my additional fields called Store Room. Currently I have the site A and in site A there are two store rooms. I have created an
View Changes in Kanban View
A helpful feature would be to have the ability to visualize Changes with a Kanban view. Ideally, you could select to group the cards by any of the Change fields.
Setting default values when bulk editing requests
We would like to be able to set default values for fields when bulk editing requests. This will save time on behalf of technicians who regularly need to reassign groups of requests to different groups, by having the site field prepopulated with a value
Is there a way to create a request when one is resolve/closed ? maybe using Life Cycle/Custom Scripts
As the title said
Azure Data Factory Zoho Linked Service
I have done all the setup and performed testing with Postman. Everything tested correctly. The intent is to GET all the requests daily so I can provide some statistical reporting. There is an existing linked service in ADF and I have attached the print
Customisable Additional Fields for Task templates
Our ITSM team have requested the ability to add additional fields to task templates with the goal of more accurate reporting on tasks, as well as allowing technicians who complete tasks to provide specific details quickly via picklist fields rather than
How to debug custom script?
I am trying make a script that will update Task start time when Request cusom field is changed. var planned = await CS.getValue("UDF_DATE1"); CS.setValue("scheduled_start_time",planned); CS.end(); The script is set to execute as a Form Rule, when Request
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.
snmpdevicesconf.json file
Does anyone have a decent snmpdevicesconf.json file that has the majority of standard devices already configured. We use Solarwinds and with the MIBS are able to scan and detect ALL devices on the various networks, With SDP Plus Cloud. I cannot believe
Reporting on Closed/Resolved Tickets by Category - Mandatory Field Showing 'Unassigned'
We are trying to report on how many tickets are closed per the business that logged them. We have a mandatory field in each service request or incident which has a drop down for all businesses we service. You cannot close or resolve a ticket without selecting
Asset List - Filtered based on criteria
Hiya, So this may be really simple, but it's been a long week and my head is fried! I'm creating some incident templates, one of which is for printers, I'd like the asset list to be restricted to only show printers. But the asset list that's available
SDP On-Prem to Cloud - Questions
Hi All - We are considering moving from SDP On-Prem to the Cloud. However, we have lots of Query Reports. How are folks handling that who have made this move? is their a work around? Since we only use the Request Module, everything else seems to be available
Specific Questions about Request Approvals
Hi All I am assessing request approvals against our business requirements. Can anyone help answer the questions below?? Can I see all pending approvals how old they are ? who they are assigned to? Can I set an approval expiry date? If yes then what happens
Set request due date with one click
To set the due date on a request, I have to edit the request, scroll down a bit and click on the Due Date field. In view mode, the due date field is shown in the right hand panel. Would it be possible to make that clickable so we can change the date without
Upcoming enhancements in conversation, Request approver scoping, Closure rule, Reply template, Lookup fields, Request list-view, Technician.
Dear Users, We are elated to announce the upcoming enhancements in conversation, Request approver scoping, Closure rule, Reply template, Lookup fields, Request list-view,Technician.Below is a brief run-through of the same: Conversation History Enhancement
How do I add more options under the quick assign button
At the assign stage I'd like to be able to set the category and sub-category as well. How can I set this?
Additional approval responses within Requests and Changes
Would it be possible to add additional option(s) when responding to approval requests within Requests and Changes so that they appear in the list of options next to "Choose" in the below screenshot? An example situation where an additional approval response
Approvers ability to add attachment while approving
Allows the approver of request to have an option to add an attachment while approving a request. This will the approver to provide additional or signed documents related to request. This feature needs by most of the finance team in organization.
Allowing Service Requests to be attached to Problems
Currently, only incidents can be attached to problems. Can we allow Service Requests to be attached to problems as well? There are instances where a Service Request is directly related to the Problem and needs to be attached to it; for example, if one
Reason on hold field as part of the side bar details.
I would like to requested to add the 'Reason On Hold' field up to where the status etc is on the right hand side of an incident/SR, this is helpful in the fact we have sight of this at first glance and don't need to go into the details of the inc/SR to
Resolved Date - Show on ticket?
Hiya, We have a very specific template where we need to record the resolved date. We aren't allowing our technicians to close tickets, so we give a grace period of 7 days from resolved before the system auto closes a ticket. Which works well, except for
Masterclass 2023: Season 2 Episode 1 - Crafting dynamic templates in ServiceDesk Plus Cloud
Hi there, Hope you and yours are doing well. We are delighted to invite you and your team to the first episode of the second season of the ServiceDesk Plus masterclass series 2023. In this episode, we'll look at how IT service desk teams can save time
Custom Function for enabling request visibility based on departments / site
Since Service Desk Cloud does not allow you to select multiple departments or sights for a requester I'm unable to allow a requester visibility to requests from multiple departments. Has anybody approached this with a custom function in SD Cloud? The
Get additional field names from API key
Use Case: Our service request template for employee onboarding makes use of many additional fields. We want to be able to retrieve the user-friendly name of those fields, instead of the API name as is provided in the requests API endpoint. Is there an
Report showing cases where group has changed
Hello, I am trying to figure out how to create a report showing cases that have had their group changed. I want to add a filter to now show the initial unassigned to first group. I want to see case where the fist assign group is changed to a second assigned
Combined user section with requesters and technicians
Hello Team, In Ondemand SD+, We can achive below benifits If we can have "User" format where both technicians and requesters are part of it. Like we do have in Onpremise SD+. We can mark technicians as VIP. (In Ondemand, currently its not possible). If
[Free webinar] A guide to consolidating IT operations data into a unified dashboard
Hello folks, We're back with an insightful webinar on consolidating IT operations data into a unified dashboard. Date and time: July 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Are you struggling to pinpoint the root cause of IT downtime?
ProductType is being used by a module. Hence cannot delete it.
I created a ProductType, then deleted all the Assets in it, but I cannot delete the ProductType. Where else might this ProductType be used? I have no contracts, P.O.s or other entities. Thanks, Steve
SLA settings
Hello, is it possible to configure the SLAs so that when a technician changes the Priority of a case, the respond by and due by date reflect when the priority was adjusted versus the new SLA settings based off of the created date. Also, what is the difference
How to add additional option for Workstation type
Within the current product configuration for Workstation, you are allowed to select either Laptop or Desktop as an option. I need to add a 3rd option for 'Tablet' The purpose of this is to better organize our deployed workstation assets as they fall in
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