Report - Line graph to show the number of open tickets over time
Hi Team, I've tried to do this in the MESDP Reports section but can't get it to work, can anyone tell me the settings to create a report that shows the number of open (by open I mean: not closed or resolved) tickets over time using a line graph? For example
Feature Request: Export or Report for Software License Keys
Hi, We have entered hundreds of Software Licenses (with license key details) into our Manage Engine and would like a way to export this information for backup and/or reporting purposes. We have managed to create a custom report which exports all of our licenses and includes everything we need, except for the "License Key" which is pretty much the most important field we are after! The report was built starting with a tabular report from the "Resource" module, then filtering where the Resource Type
Upcoming enhancements in Zia, Requests, Setup, Problems, Change in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Zia, Requests, Setup, Problems, Change in ServiceDesk Plus Cloud . Enhancements Zia Sentiment Analysis Zia predicts the emotional tone of requesters' conversations. Enable sentiment prediction
Masterclass 2024 - Episode 10: "Ask Me Anything" session with ServiceDesk Plus Cloud product experts [Nov 20]
Greetings from ManageEngine! We are excited to announce that the registrations are now open for the finale of the ServiceDesk Plus Cloud Masterclass 2024! Learn how to utilize the latest features and enhancements and connect with our product experts in
Change how replying works - Include last the last response.
When replying from the Service Desk portal it would be nice to have what you are replying to below the reply as a reference or if some else needs to be included in the discussion. If we work completely via email you can see the email chain but if we do
Resolution not counted as first response
I've scoured the forums for an answer specifically addressing this issue but have been unable to find one. It does not seem like a resolution is counted as a first response in OSD+. The scenario: a call comes into the support desk and a ticket is created for the issue. The issue is resolved during the initial call and a technician puts resolution notes into the ticket and it resolved soon after creating it. There was no communication or "response" necessary as the issue was immediately resolved.
Ad Hoc Asset Report for User Offboarding, etc. w/ prompt for user name
Hello - We would like our service desk to be able to run a report to give to a manager or HR when an employee is offboarding. The report should simply show all assets assigned to the user but needs to prompt for user name when run. This seems simple but
Set FCR = true automatically
Hi, we want to create a custom template that allows technicians to quickly record a ticket for advice given to walk in customers. Ideally we would like the ticket to auto close and mark the ticket as FCR met. Is there any way to do this?
Reply Template Capacity
Hi When I try to add a reply template I'm getting the error message: Maximum number of entries reached for Reply Template. I've deleted a couple of old ones but I'm still getting the same error?
Disaster Recovery Drill for Zoho IN(India) Service on 20th October 2024 and 27th October 2024
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho India(IN) Service on 20th October 2024 and 27th October 2024 to ensure our DR Readiness in IN Deployment. This will help us support our expanding server far more
Email commands, add vs update
Is there a list of what Email Commands one can use when creating a ticket vs editing a ticket? I just saw in another topic here there was a comment: "This will work fine on edit operation. It is not possible to set due_by_time during add operation using
Condition to prevent lifecycle transition until x Tasks are completed
We have a couple of lifecycles in our system that auto-generate tasks for a technician depending on the ticket status for service requests. It would be ideal if we could put in conditions to prevent the technician from proceeding to the next transition
SDP+ instance stop processing emails
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.
Email Integration Office 365 error Unable to get SMTP email"
I'm unable to integrate office 365 with Service Desk Plus Cloud. In setup, Channels, Email, Email Integration, Office 365, configure. I login to office 365, then I get this error "{"error":"Error while adding account : Unable to get SMTP email"} how can
Change the ticket from a status to another (running stats) with requester's reply
I recently came across a new use case. I have set all statuses to running (do not stop timer), so I have lost the ability to automatically change the status based on the user's response. (Advanced Portal Settings>Reopen Request) I have the Professional
Api V3 pagination
I want to have pagination in order to retrieve some requests paginated. My url is https://aiseradev.sdpondemand.manageengine.com/api/v3/requests and I cannot find a pagination strategy in the rest api documentation of Manage Engine. Does someone have any idea about this issue, or is there someone who knows which pagination does this api support?
Mention user in notes with @<name>
Hello, In the ServiceDesk onPermise, we could mention users in notes with @<name>. In the cloud version, we cannot do that. Is that something that we need to enable, or it's a feature that is not available in the Cloud version? Sincerely, Marcos Fer
SDP Mobile Application is too slow
The Mobile Application takes too long to load. It was updated with the latest version and it takes time to load even just the dashboard. It's slower in iOS devices vs android.
is SDPCloud broken? "internal Error"
no new tickets can be created manual or automated. status page is dead aswell https://ondemand.manageengine.com/status.html
Attention Chrome Users: A recent Chrome update is causing issues with the Rich Text Editor across the application.
Dear Customers, We have identified an issue with the Rich Text Editor(HTML) where values are not being retained upon saving. This problem is specific to the latest version of Chrome (version 127) and has arisen due to a recent update from Chrome. Workaround:
How to extend limit number of Entries for Milestones
Hi, In the Project Module, I need Add more milestones but looks like there is a limit.
Power BI integration to include change?
when will power BI include change records? it should only take a couple sprints to facilitate this? (and should have been in release 1)
Make UI for SDP Mobile App the same for iOS and Android users
The UI for SDP Mobile App between iOS and Android devices are different. For iOS, this is neatly listed so users can fill out the form accordingly. However for Android, it doesn't show the order correctly.
Need Query Report to get a list of all hosts discovered during Network Scans (Successful or Failed) - ME SDP Cloud Version
Can anyone help me with a Query Report to get a list of all hosts discovered during Network Scans (Successful or Failed) - ME SDP Cloud Version. Some of the Failed assets get automatically added to the asset register whilst others don't (Port blocks and
Tickets are not being generated in SDP
Tickets are not being generated in SDP Cloud, does anyone report this failure?
How to reopen a resolved incident?
Hello everyone, Im using ServiceDesk Plus Cloud and Im trying to give to requesters the oportunity of reopen a resolved incident. When I finish a work I change the incident state to resolved (not closed), so the requesters receive an email with an advice
Reports No data available
Hello everyone, how are u? Im using ServiceDesk Plus Cloud (standard verison) and today reports are not working. Any report I try to execute are empty and says No data Available to generate report Someone knows what can I do or what's the reason of this
Bulk Edit
Hello, We don't seem to have the ability to add a resolution when using Bulk Edit option to close a bunch of requests with the same resolution text. Is this a design feature or a setting within our environment?
ME SDP is too slow
Is there any deployment/upgrade ongoing? Our SDP instance is so slow that the Change Record Created is not starting the workflow. Users are also experiencing delays. Same problem was encountered yesterday regarding slowness. Other sites aside from SDP
CMDB - downtime module more functionality
The CMBD - Business Service - downtime module is missing important functionality. We propose that reports can be obtained from this data, at least in tabular format. As in the rest of the modules. The view should allow filtering dates to be entered to
Can I include vendor details in maintenance tasks
I am creating maintenance tasks for our servicing and would like to have the contact details of the required vendor populated into the service request so the technician who gets the ticket has the necessary information to book the service in.
Import Solutions from XLSX or CSV
We're moving from Service Now to ServiceDesk Plus and I'd like to Import Solutions from XLSX or CSV files. Can I download a mass report from Service Now, import it to ServiceDesk Plus, and create individual Solutions?
Cannot log in via mobile app
Hi there, We have Microsoft SSO enabled on our instance, but for some reason, when we try to log into the mobile app, we get "An error occurred" and "Zoho Sign-in has been blocked". Can't see anything online to resolve this, I'm sure it's some setting
Upcoming enhancements in Integration, Projects, CMDB, Requests in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Integration, Projects, CMDB, Requests in ServiceDesk Plus Cloud. Enhancements Integration Azure DevOps Integration Integrate ServiceDesk Plus Cloud with Azure DevOps to attach or create
Is there a new instance type for AE Cloud integrated with SDPOnDemand?
Question: Found a possibility in the SDP OnDemand UI to set up a new instance in SDP OnDemand with AE functionality, which is news to me. Anyone who has more info on this and what functionality to expect? Unable to find any information on this in Admin
Trouble setting Field Dependencies in custom scripts
Guide 1 Guide 2 I am currently trying to create a script that creates a three-field dependency between division, district, and subdistrict as shown below, whereby if the user selects a division, it would showcase the various districts in said area, and
Script not working
Hi I try to automatically set requester name for technician to avoid issue with missing names, I get this script here https://pitstop.manageengine.com/portal/en/kb/articles/how-to-set-the-requester-field-as-logged-in-user But when i set it, i have a error
Connect your Microsoft account to ServiceDesk Plus - Issue
Hi All, I use ManageEngine ServiceDesk Plus Cloud and my Single-Sign-on using Azure(SAML and Domain verified) works perfectly. I have enabled Microsoft Teams Integration in ZOHO cloud as well. Attached Screenshot for error. Error - Cannot Link Accounts
e signing a PO
Can we have a feature in the PO that will have the possibility to have E-Sign integrate like Docusign so PO can be signed and tracked, Having a field signing authority is not enough for organization these days, as you cant tell who edited that field and vendors usually want hard signatures. I see that Zoho already integrates with Sign Easy, is there any way to integrate as well with PO signing module? Thank you
Masterclass 2024: Episode 9 - Tailoring ServiceDesk Plus for your organization with last-mile customizations [Cloud] - Oct. 23
Hi there, We are excited to invite you and your team to the ninth episode of this year's ServiceDesk Plus Cloud Masterclass series. In this episode, we'll explore last-mile customizations in ServiceDesk Plus. You will learn how to connect your disparate
Next Page
