Notification based on Site
Hello, is it possible to create a notification that goes to a specific email address based on the site of the requestor? When we get a case in from Europe, I want the system to notify a specific email address to alert the people in that time zone of a
Survey Request Included in Closure Notification?
Hello team, One of our sites is requesting some survey features and functions and I have been trialing the ServiceDesk Plus Cloud\Zoho Survey integration as a result. Has anyone had any luck with including the invitation to take the survey in the closure
32bit version of SelfScan.exe
Hello, I would like to know if there is a 32 bit version of the SelfScan.exe executable for windows machines. How can I download it? Regards,
How to get all workstations via API?
Hi Team, Currnetly, api only can respond 100 records. i can use start_index to get more records. But i need to merge the records to a variable. Here is my requirement: I want to use schedule custom function to find the workstations are about to expired
Task Triggers - Dependancies
Hi, I've looked through the forums and can't find an answer to this, it looks like it's been asked several times years ago, but I've not found an answer. On Requests is it possible to trigger tasks in order? On changes it works because of the workflows,
How to put the logged in user into Requester Name
Under Form Rules, in Actions session, i applied the script as below. CS.setValue("REQUESTER", CS.getLoggedInUserName()); when the form load, the error occurs. Please advice.
I do not see technicians online
Hi all, I am using SDP cloud. I don't see technicians online, even if the are logged in with browser or mobile app. Any of them are configured on vacation leave. They just are not visible with the green dot. Is there a reason o configuration for that?.
Invisible Subcategory and item list
Hi I have set the list for subgategory and item to close the request and they are mandatory But suddenly when resolving a request i can't see the Menu and i can't close them, by the way my role is a Technician/Admin Could it be an issue relate to the
Unable to add new technician eventhough the email already been clear from other instance
I'm using cloud SDP, currently I'm trying to add 1 new technician, prior before this this technician email had been used on another instance. But the email currently already been deleted from the other instance. It's been overnight & yet when I'm trying
automate approval
Hi, I am using servicedesk plus cloud and I want to know if it is possible to automate the approval process in a request. The behaviour I expect is like this: -User generates a request from service catalog -This request needs the approval of a manager,
Azure AD Sync - Global Admin required?
Hi, We're looking at setting up Azure AD Sync and on the guide it states that you need to be an Azure Global Admin. Is that a full requirement? Or is there a lesser role we can grant to the service account we're creating that will manage the sync. Guide
Pre-populate an Additional Field Value with Requester's Email
Hello Team, A request came across to my help desk today for an incident template/form to have a field in it that was pre-populated with the requester's email so the users can report on that field value. They also want the field to be editable by technicians.
Issue on importing Assets with the Acquisition Date fields.
We are facing an issue when we try to import our assets inside the SD Plus cloud. All is imported well expected the Acquisition Date. We doble checked the format, but nothing, when we import the assets all the Acquisition Date fields are empty. Could
import Asset workstation "User" or owner
Hello, I am working on importing our workstation assets into ManageEngine. But, the import from a csv file is not updating the system owner or User as its defined. The field is mapped during the initial upload but its not adding or changing the user.
disable edits in details view
In details view you can update fields and even though there is a rule that is set to make an additional mandatory, it isn’t forced before saving. Worse the rule will run if just the one field is updated, and then will run the second rule if the next field
Upcoming enhancement in Change,CI
Dear Users, We are elated to announce the upcoming enhancement in Change,CI. Below is a brief run-through of the same: Enhancements Change Template Enhancements Layout customization for all stages in a Change You can now customize the layout for all stages
Multiple Approvals for a Single Request
While this may not be the only use case, the best example I have right now is new user onboarding. Our onboarding process requires we submit multiple approval requests for things like the user's computer, a company cell phone, certain software packages,
Following tickets
I'd like to suggest a feature to 'follow' service desk tickets without being the owner/technician or just getting CC emails when it is updated. As the Service Desk manager in a busy service desk I need to follow tickets through to resolution. It's easy for tickets/issues to get lost in the volume of calls that come through. Thanks.
Probe silent deployment and execution
Is there anyway to silently deploy, register and activate the probe on all workstations and also hide it from the system tray so it's not visible?
Example command for DUEBYDATE in Email Command Parsing
I am trying to use Email Command Parsing to create New Starters based on emails from our HR system I'm able to set the TEMPLATE / GROUP / SUBJECT / ASSET fields no problem eg: @@TECHNICIAN=Jane Smith@@ This works correctly. However I want to make the
Is it possible to migrate Lansweeper tickets into ServiceDesk
We currently utilize Lansweeper for asset management and help desk. Is there a way to migrate the help desk tickets from Lansweeper to ServiceDesk? Even if just for historical reference/searching.
Suggestion for new notification for unassigned tickets
We sometimes run into the case where a request is assigned to a group for an extended period of time but no one in the group picks up the request. In this case, if the user replies with new information or asks for an update on the status of the request, no one sees that email in a timely manner. I suggest a new option for Technician Groups: "Technicians to notify when conversation is added and no technician is assigned". It would be configured on this screen, similar to how “when a new request
Update Announcement in Portal based on changes to Outage Incident
I'm trying to create an outage notification process. Ideally, I would create an incident using the outage related incident fields. I'd like it to also create the Announcement for the SDP portal page automatically. It would also need to be updated by the
Even with ##RequestID## SDP cloud still create as a new case
Hi Team, I would like to know how to tackle this issue. When I created a new case under SDP, system will issued a new ticket number. I taken the ticket id & even use the ##RequestID## inside my subject id during i send email via outlook, SDP still record
New feature like zoho circuit integration and checklist for requests and some enhancement like Trash solution
Dear users, We are elated to announce the new feature like zoho circuit integration and checklist for feature and some enhancement like Trash solution, Approval slide-in,Asset Notification etc. Below is a brief run-through of the same: New Feature Zoho
Introducing single-touch workflow automation in ServiceDesk Plus Cloud
Hello there, With corporate expectations centering on doing more with less, allocating IT technicians' time and efforts to daily to-do lists and complex processes instead of strategic technology goals may constrain productivity and inhibit time to value.
SDPCloud - Subject update to include custom date on form submit
Hi, So we're creating some templates for starters/leavers and one thing I'd like is to include a custom field (start date or end date) in the subject along with the starter/leavers name. I've gotten so far, but I can't work out how to parse the custom
Meraki firewall, switch or AP & network scan
Hi, We scan the networks on all our sites and on each site we have atleast 1 Cisco Meraki Firewall, Switch and AP. These do not show up in the discovered assets when we run scans. Is there a way to discover these? thanks Gareth
ServiceDesk Plus receives the SERVIEW CERTIFIEDTOOL seal of approval for 13 ITIL® 4 practices
Hello there, We're delighted to announce that ServiceDesk Plus has been recognized by Serview GmbH for 13 ITIL 4 practices. ServiceDesk Plus was already certified for eight practices in 2021. In 2023, ServiceDesk Plus displayed capabilities across all
On Behalf Of Anyone
We want to set up a Kiosk user to allow anyone to walk over and create a ticket without having to log in to their own account. To achieve this, we've only enabled the "On Behalf Of" field for that Kiosk user on all of our templates. The problem is that
How to run a report with multiple softwares?
Hi Team, I want to run a report. The computers with Win10 1809 (17763) and Symantec Endpoint Encrypt (11.3.1) installed. This is my filter. but SDP can't generate the report. Which filter should i select? Thank you.
GET ALL Assets and Workstations via API
Hello, I am working on a project to import our company's assets data into our local database system using the ServiceDesk API. I have been able to GET asset list data as directed by the ManageEngine documentation (https://www.manageengine.com/products/service-desk/sdpod-v3-api/assets/asset.html#get-asset)
Scan via probe didn't update the asset details
Hi Team, We plan to uninstall some softwares from the users computers.I found a problem when i tried to run a report. For the screenshot below. These softwares were uninstalled yesterday. But i scanned the computer multiple times this day. the details
Select approver dynamically based on field change
Hi, I am looking for an option to send approval to different people based on field change. If its possible to do through template form rules, then how we can set Stage 1 / Stage 2 approvers? I hope someone can come up with a solution. Thanks
Auto-Assign New Mode
When a request comes in from either an email or from the helpdesk webpage they get auto-assigned a mode of "E-Mail" or "Web Form" respectively. We've just started looking at using the Android App for SDP and noticed that they get auto-assigned "Web Form"
issue with request print preview history section
Dear the there is an issue when trying to print request, on print preview page the history section data not showing
Masterclass 2023: Episode 3—Build and implement change management workflows with adequate governance, and sidestep risks [April 26]
Dear Customers, You and your IT team are invited to join us for our third episode of this year's ServiceDesk Plus masterclass series. In this episode, you will learn about the various aspects of an effective change enablement process and how to implement
integrate a Bluetooth low energy scanner in the agent
Is it possible to integrate a Bluetooth low energy scanner in the agent? We have the clients on all our PC's, and all our items in the asset list, it would be handy if we could check when, where and by who a BLE-tag has been scanned through the soft
Upcoming enchancements in Contract
Dear users, We are elated to announce the upcoming enhancements in contracts .Below is a brief run-through of the same: Enhancements Contract Indefinite Contract Validity Term You can now set an indefinite validity term for contracts. To set an indefinite
[Analytics Plus webinar] How analytics-driven IT service management improves employee productivity
Hello folks, We're back with an insightful new webinar on how analytics-driven IT service management can improve employee productivity . Date and time: April 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? When faced with a plethora of
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