How to exclude a user group from approval?
Hello, I have created a user group based on certain criteria (manager titles and above). I want to pre-approve their service requests. How to achieve that? I tried the life cycle but I cannot see the "user group" in the criteria / condition. (SDPCloud
How to pass variables to new task/request?
Hello, I want to create a new request or task based on another request. For example, a request comes for opening a USB port for two weeks. When this request is fulfilled and its status is resolved or closed, I want a new task or request is created after
Upcoming features in Problems and enhancements in Site listview
Dear Users, We are elated to announce the upcoming features in Problems and enhancements in Site list view. Below is a brief run-through of the same: New Features Timers for Problems Administrators can now configure Timers for problems. Problem timers
I'm trying to automatically add an approval stage in my code, but it doesn't seem to be working as expected
Here's the code I'm using: approvalJson = Collection(); approvalStages = Collection(); returnObj = Map(); template_name = requestObj.get("template").get("name"); // Replace department with UDF_REF3 field which is a lookup field approver = requestObj.get("UDF_REF3").get("name");
Difference between Azure AD User Sync and manual Import from Azure button
Hi, I have noticed a difference between a user that is automatically imported when my Azure AD User Sync runs at scheduled time and when I manually import a user from Azure using the Import from Azure button in Requesters. If a user is imported via Azure
Mail Fetching issue when using Microsoft Modern Authentication/OAUTH
Dear Customers, Greetings from ServiceDesk Plus Cloud! We would like to bring to your attention that you might be facing mail fetching issue due to an ongoing issue in connecting via IMAP & POP at Microsoft's End. For more information regarding this outage,
[SOLVED] Automatic Resolve/Close Ticket Rule
I would like to see a feature added to ServiceDesk that allows you to set a rule to help auto close tickets that customers never respond to. For example, if you reply to a ticket and the customer does not reply back then then ticket auto closes. I'm not sure the details but we have issues where we ask a customer a question and don't here back for weeks. Those tickets clutter the system. Having a way to auto close tickets when a response is not given would help cleanup the mess and help motivate
Appending Lookup Field to Subject
Hi, Similar to Appending field (manageengine.com) on form submission I'd like to update the subject to the value based on a look up field. I can't seem to get the right coding, I'm assuming I need to set variables to look up the first & last names of
Upcoming enhancement in consumables,Release,Problem, and Space Management
Dear Users, We are elated to announce the upcoming enhancement in consumables,Release,Problem, and Space Management Below is a brief run-through of the same: Enhancements Replenishment and minor enhancements for Consumable 1. Site filter 2. Consumable
same requester for multiple sides
Hi, I have a requester who handles different sides. This means I have to use same email address for different requester locations/customer. But SD+ first not allowed same email adress for different requester, second how requester can choose on portal login which side he wants log in. Thank you for any trick, feature, workaround.
Experience with SD+ Cloud roadmap
After over a decade with onprem SD+ our org is leaning towards migrating to the Cloud version. Main benefits are better integration with Azure, Teams, and Viva. Internal driver is that we have migrated most of our infrastructure to the cloud and no longer
Asset Group - Dynamic for laptops with no users assigned
Hi, I don;t appear to be able to create a dynamic group that shows all laptops with no user assigned. I can only pick a user from the list. When setting up LifeCycles I have the ability to select 'none' when setting the User condition but this doesn't
Remove on-hold status after xx days
Hi, We have a number of scenarios where we put an incident request ticket on hold e.g. awaiting user response. I know we can schedule to take the ticket off hold manually on a ticket by ticket basis when placing on hold, but I want to be able to automatically
Filtering requests or tasks on technician not assigned
If I select the All Requests view, then click on the Search button, I can't see a way to display just the requests with no technician assigned. Same for tasks, using the Owner field. I've tried Unassigned, Not Assigned, and "". Is there any way to do
Task View reverts to All Tasks after opening a Task
This is about the Tasks tab in a Request. I change the Task View to My Pending Tasks. Then I click on a Task to open it. Then I click on the Go Back button to return to the list of Tasks. Now the View has reverted to All Tasks. It should retain the setting
End-User Guide
We currently use Service Desk Plus OnDemand and are about to roll it out to our end users. I was wondering if there is any documentation that is already created by ME on how to login and created tickets for the end users. Thanks!
Autocomplete Fields Based on Address from Sites
I am working on creating a New User Request form for my users. I would like the ability for the user to choose a Site from the location lookup field, then the Business Address would autocomplete based on the address fields from the Site. Is this pos
Upcoming ServiceDesk Plus Cloud - Self Scan Script - OpenSSL version & Algorithms Upgrade
Dear users, We are elated to announce the upcoming OpenSSL version & Algorithms Upgrade . Below is a brief run-through of the same: ServiceDesk Plus Cloud - Self Scan Script - OpenSSL version & Algorithms Upgrade We have upgraded the OpenSSL version and
Suggestion - Add ticket subject line over Browser Tabs instead of "Request Details"
Ideally we open multiple browser Tabs of IT Tickets. It would be much easier to navigate to a specific tab if the Subject lined displayed over Tab (When a specific ticket is opened) instead of navigating through all those tabs since it just says "Request
Dynamic Template Questions
First, S2,E1 of the 2022 MasterClass was a great help in designing useful forms. I have a couple of question about Dynamic Templates. First, I am using SDP OnDemand, Enterprise. Questions: 1. When I create Dynamic Templates and I create Custom Fields,
SLA>Response Time
Hi, What is classed as a 'response'? Is it the technician assigning to themselves or opening the ticket or replying to the ticket? We have set a 1 hour response for the Response time for all SLAs but am not clear what counts. Thanks in advance Alan
End User Guides for Service Desk Plus OnDemand
We currently use Service Desk Plus OnDemand and are about to roll it out to our end users. I was wondering if there is any documentation that is already created by ME on how to login and created tickets for the end users. Thanks!
On hold comments
Hi, How do I turn off the new mandatory comment for putting a call on hold option? This appeared today, but we use notes to show why a call is on hold as it has better visibility as it shows in the conversations view.
SDOD is not updating tickets, saving changes
When working with an Incident, to convert to a Service Template, the system is not saving the data, nor returning to the main page of the ticket after it is saved.
Modern Auth Office 365 Email Issues - 2nd June 2023
Today we had our SDP+ instance stop processing emails. As part of troubleshooting we removed and tried to re-add the OAUTH2 configuration but received error related to authentication and password being incorrect. The password is correct and has been validated.....so
How many forwards per ticket in servicedesk plus cloud?
Hi All, We have a long running ticket - in order for the stakeholders to stay informed we forward requests in stead of replying so the recipiuents can benefit from the full ticket history. We've reached that maximum forwards for this ticket. How many
Fetch the connected devices information on Servers scan
Hello Team, We are looking for a way to scan servers to fetch their connected device's (Data centers, Database, and Network Devices) details like IP address, Hostnames, and MAC address. Based on this auto-fetch information, it will be easy to create relationships
Masterclass 2023: Episode 5—Explore the latest features in ServiceDesk Plus Cloud [June 28]
Dear Customers, You and your IT team are invited to join us for the fifth episode of our ServiceDesk Plus Masterclass series. In this episode of ServiceDesk Plus Masterclass 2023, we'll deep dive into the brand new capabilities, features, and enhancements
Last Login Information in SD+ User's Profile
Hello Team, We wanted to clean up accounts from our Organization that have not been active in the last year. Is it possible to get the last login date and time in User's profile and any workaround to automatically delete those accounts which are not been
Self registration
I have a simple question, is it possible to use or create a self-registration portal for users that are not in Active Directory?
Dynamic Approval in SDP Cloud
I am building a new software request form. If the software isn't listed in a dropdown list, the requester/technician checks a box that says "the software I want isn't listed". Box not checked: Only the requester's line manager will be required to approve
SDP Cloud failure with O365
For no reason our mail fetching from SDP Cloud has stopped, nothing in SDP logs or Microsoft side that gives any indication. Removed O365 Mail integration to add back in again and successfully pass the Microsoft SSO stage but fail afterwards with a mesage
Professional Cloud - What is an asset pack?
Hi, Currently on the free trial and it is looking good. I need the Professional level based on 5 techs / 500 nodes but I expect I will also need to increase the nodes with an add-on for the number of IT assets we have. On the Add-ones page it shows this
Make task Description field available for display
If I enter a description in a task template, I can see (part of) it in the list of task templates. I can also see (part of) it in the list when I'm choosing a task template to add to a request. But I can't see it once it's added to the request. I would
Custom Action with Trigger :: Send Incident For Approval
Hello, I know this is not part of the standard functionality of SDP, to automate approval process for incident tickets, however I'm hoping someone has either done this with Custom Actions or could point me in the right direction to help me get one setup?
How can we associate any technician group to the site.
Hello, Hope all are doing well....! I have created one site and one technician group. Once I get a request under that site I am assigning a group to that request. Now I have created new technician group and try to assign that group to the request but
Closing comment - where are they?
Hey there, i have been using service desk for the last year. I have been dutifully adding closing comments to all my work orders, infact, the system will not let you put a ticket to "close" status if you have not put a comment in. A new tech to the company
Service Business Rule is not working
We created the same Business Rule for service and incident to assign technicians based on conditions as you could see in the pictures below. The rule is working fine in the incident module, but it is not working in the service module. All fields in both
Is There A Way To Assign A Color For Each Tech?
Asking if anyone has found a way or if it's even possible yet to assign a color to each technician similar to how the rows and column colors work in the Requests portion. It would make it easier to visibly see what and how many tickets a tech currently
Missing Auto Notification
Hello, we had a case the other day where one of the auto notifications did not get sent out. In the conversation area with the auto notification checked, the notification was not there. It seems to be a one off as other cases with the same template are
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