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 Even if just for historical reference/searching.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
Due by date changing by itself
I noticed that Due by date changes when I reopen a request. There are no automation rules so I wonder what is the reason of this behavior. I set Duy by on Mar 29th 4:30PM but after the ticket status changed to Open Due by automatically changed to 30min
Azure IT Service Management Connector Support
Can you implement IT Service Management connector so alerts can be issued direct into ME? https://azuremarketplace.microsoft.com/en-GB/marketplace/apps/microsoft.itsmconnector?tab=Overview
Common Functional example for Azure Devops Integration SDP Cloud
this is relatively an easy user story (one that you shouldn't need customers to work out for you) as a helpdesk admin using SDP Cloud edition (NOT SERVER) i want to escalate a ticket to my engineering team in azure devops I will manually assign the ticket
Disabling Two-Factor Authentication Prompt
Hello, I was wondering if its possible to disable the two factor authentication prompt that randomly pops up for requesters and technicians when accessing the SDP portal. I notice there is a "remind me later" button, but it would be much better to not
I would like to know how to close a specific ticket using an API.
I would like to know how to close a specific ticket using an API. [Background and Objective] Ultimately, I would like to use PowerAutomate to automatically close a ticket when a specific phrase is written in an email body. As a first step, I am trying
Disable Resolution Tab in Requests Tickets from being shown for Requesters
Is it possible for the resolution tab to be disabled from being shown to Requesters when they view their tickets? We prefer not to have our Requesters see our Technician resolution comments. Or would it be best practice to add a note that is not visible
Servicedesk Cloud Dashboard
I am looking for a dashboard widget that can be used as a view that shows all outstanding work for a technician that includes request/incidents/tasks assigned to a technician. I can only find a view that shows requests by technician so only shows part
Resolution Template
Is there any way to pre-populate the resolution for a ticket based on a criteria? I am looking to set the resolution template to one I have called "Incident Resolution" when the request type is "incident" as it is a base for what we are looking for in
Planned DR Drill for IN(India) Services on 30 Apr 2023 and 07 May 2023
Dear Customers, We have planned to conduct our yearly DR Drill for Zoho IN(India) Service on 30 Apr 2023 and 07 May 2023 to ensure our DR Readiness in IN Deployment. This will help us support our expanding server far more efficiently. Below is the schedule
description HTML from rREST API Requests
hi, I am using the request rest api to create a request, in the description field I send text in html format, example: <p>hello</p> from my application to the rest api, but when I open the request in manage engine the text does not It is formatted as
Is it possible to edit the Asset Description page?
Hello, is it possible to edit the Asset description page to add a multi line text field or a new drop down field in the Asset Description tab? Thanks. -David
manage engine cert expired?
Getting the following, looks like your cert expired you use to sign all the hosted manage engines?
Additional Fields & Checklists for Release/Change Stages
It would be beneficial if there was the ability to add additional fields to a specific stage of a Release or Change instead of the initial submission template. This will make sure that information relating to the relevant stage is kept clean and concise.
Populate Standard & Custom Fields Using Logic
I'd like to request a feature for the Assets Module, that would allow us to populate fields based on other information already contained within asset details. This could be used to populate both standard and custom fields. This would be useful in populating
Change language for every user
Hello, I'm trying to change the language for every single user in SDP cloud, however I can't seem to find the option. I do see the option where they have to do it theirselves but this isn't ideal. I'd like to change it to another language for every single
Modifying Invalid Product Field from Network Scan
We have been running in to a problem with quite a few of our assets, where the "product" fields is coming through as a very generic name, that is not an accurate depiction of what the product actually is. These devices do not show up in the "Unknown OID"
Asset Fields - Prevent Override
One issue we run in to quite a bit is that some of our assets fields do not get populated correctly during a scan. We are unable to modify/correct certain fields, because they will just get overwritten during the next scan schedule. To solve this, I would
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