Disable new request creation through email - Auto Reply?
I have the 'Disable new request creation through email' option set in our Mail Server settings. Users are able to reply via email to open requests fine. The issue I'm facing is handling closed tickets. I have it set to raise a new request if a user replies
Change status when Technician replies to Requester
Hello, We are trying to have the status automatically change from "Open" to "Waiting for Response" when a Technician. I am having a difficult time looking for this option. Can you assist? -Jez
Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices
Title: Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices Greetings from ManageEngine! Registrations for the third episode of the ServiceDesk Plus Cloud Masterclass 2023 are now open! We will
iOS app crashes when clicking Conversations
We face a problem as topic suggests with ios app crashing when performing a specific set of actions. Issue: The app crashes when request is opened using a link and the Conversations button is pressed. How to reproduce: 1. Copy a link to existing request
Automated ticket trigger
We have a situation where once one department closes a ticket, we need to be able to take the information from that ticket and build a new ticket for a different department. Basically closing that specific type of ticket would trigger a creation for a
Support for Nutnaix in Assets Module as a Virtual Host
I would like to request support for Nutanix AHV as a Virtual Host within the Assets Module. Nutanix is supported in some of the other ManageEngine modules, so hopefully it can make it to the SDP Application at some point in the future.
Overtime calculation
Is there any way to calculate overtime for the ticket? We have work logs and also same timestamps duplicated in the ticket itself. I see there is no way to add overtime for work logs. Maybe there is a way to write a function that will calculate based
Upcoming enhancements in ServiceDesk Plus cloud - Dark Mode
Dear Users, We are elated to announce the upcoming enhancements in ServiceDesk Plus cloud(Dark mode).Below is a brief run-through of the same: Dark Mode Introducing Dark mode for enhanced display of the application in low-light environments. Click the
Upcoming enhancements in MS Team Integration and Release Status Type
Dear Users, We are elated to announce the upcoming enhancements in MS Team Integration and Release Status Type .Below is a brief run-through of the same: MS Teams Integration Enhancement Enhanced Home Module: You can now access the tabs like Dashboard,
Rename Technician Field?
Hi there- I am configuring our HR Help Desk instance of Manage Service Engine. Our employees are not accustomed to calling our HR Reps "Technicians" so I'm wondering if anyone has a Script they could share for renaming the Technician field to HR Rep?
[Free e-book] Beyond performance: A guide to measuring your IT technicians' skillsets
We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving
ADD new widget - Assets By Age
Hi ALL. SDP Cloud has many widgets for Asset module. Could you add new widget with info about age of assets. Similar widget has EndpointCentral in report "Computers By Age" Just add it to cloud SDP )
Instruction or help text
I see this 3 year old announcement about help text being available for locally hosted and MSP. When will this feature be available for SD+ cloud? https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-6-help-text-fields-will-have-a-rich-text-area-in-incident-and-service-templates
Most efficient way to schedule multiple tickets
Greetings, As the topic suggests, we are seeking a solution to efficiently generate tickets for 3pm on weekdays throughout the week or month. Although we could utilize maintenance module, we require all tickets to be prepared in advance. This way, the
Service Desk+ App
The app is putting technican signature at the bottom of the description when replying to a ticket. It has been broken for over a year now Is there no development on this app ?
Allow change status from request list
Today in request list view there is no option to edit the status directly and manually per ticket, like in technician or group. The feature exists in on-prem.
Change Zia name (Chatbot) and Welcome Message
Hi, We want to customize the name of our Chatbot in to something, and replace the welcome message with our own custom message, is this possible? Thanks
[Free webinar] How to measure the success rate of help desk initiatives
Hi folks, We're back with an interesting webinar on measuring the success rate of help desk initiatives. Date and time: August 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is no secret that prioritizing continuous improvement is
Upcoming enhancements in custom domains , Zia
Dear Users, We are elated to announce the upcoming enhancements in custom domains , Zia .Below is a brief run-through of the same: Multiple Custom Domains You can now create multiple custom domains and associate them with specific help desk instances.
Masterclass 2023: Season 2 Episode 2 - Setting up automations for critical ITSM practices in ServiceDesk Plus Cloud
Hi there, Greetings from ManageEngine! Registrations for the second episode of ServiceDesk Plus Cloud Masterclass 2023 are now open! We will be showcasing how to effectively configure and leverage various automation capabilities in ServiceDesk Plus Cloud
Change in ACS SAML URL and Identifier(Entity ID) for ServiceDesk Plus Cloud customers in Canada DC.
Dear Customer, Greetings from ServiceDesk Plus Cloud support. This post is to notify that we will be enforcing a change in format to the ACS/Reply URL and Identifier(Entity ID) on Friday, the 25th August at 9:30 AM Canada Time. From that point onwards,the
Keywords \ tags for request templates- to ease search for end users
Add the ability for Requesters to search for the keywords on the requester portal and the templates will be suggested. As an app admin, I want to define templates per team and ease the search for the end user. The EU will type app name, and all the relevant
Add Created By and Created Date to all business rules, templates to ease admin work
when I need to sort or work with multiple changes on business rules and templates, I cannot know sometimes when I made the last change on the rule or disabled it.
How to Associate Freemium License with SDP Cloud-based?
Hello, community, I recently received a freemium license for the SDP Cloud-based version, and I'm looking for guidance on how to properly associate this license with my account. I've searched through the documentation, but I couldn't find clear instructions
"My Approvals" Widget
Hello, Is it possible to add "My Approvals" Widget to the Self-Service Portal, where users (approvers) can view their pending approvals beside the main widgets; (My Summary, IT Announcement, My Assets) (SDPCloud Enterprise) Thank you. Ibrahim
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
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
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