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
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
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,
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