Title: Masterclass 2023: Episode 2 - Design and deliver exceptional services to your hybrid workforce [Mar. 29]
Dear Customers, You and your IT team are invited to join us for our second episode of this year's ServiceDesk Plus masterclass series. In this episode, we will explore how service management teams can leverage ManageEngine ServiceDesk Plus Cloud to efficiently
Servicedesk email fetching problem
Hi, In servicedesk cloud I have to every two, three days enable email fetching because is disabled all the time, is anything I could do with that?
Renaming Category Field
We are using a Service Desk instance for one of our other departments and they want to change the field titled "Category" to something else, is this possible in the Cloud version?
Approval report in service request
Dear team we would like to generate a pending approval report for service request and that report contains requester, created date , subject, approval status, request status, request approval pending with “user” unfotunitly we have alot of missing field
[SDF-77957] OAuth 2.0 for MS Exchange
In October 2020, Microsoft will be ending support for Basic Authentication. I do not see any options for OAuth 2.0 in any current builds. What options will we have available when this authentication is discontinued?
Help on put() in Business Rule Custom Function
Hi All, We have just carried out an implementation of SDP Cloud and I am getting to grips with Custom Functions to be able to customise things a bit to the way we work. This is probably a very simple question for anyone that knows Deluge. I am trying
Is it possible to recover deleted tasks from a project?
Hi, I can't find the view that shows deleted tasks from a project. We had a project that had many tasks with underlying worklogs. I assumed that if i clean up the tasks that the worklogs would still be viewable in the worklog table but they also dissapeared.
The attachement storage limit of Professional Plan?
Dear support, I am using SDP Professional Edition (Help Desk + Asset Management) Cloud editon, and I would like to know what is the file storage size limit for PO's PDF attachment or product image?? I cannot find any info on edition martrix https://www.manageengine.com/products/service-desk/cloud/online-helpdesk-comparison.html
Technician notes not counting as First Response
Hi Team, I've noticed that despite having the checkbox ticked for notes to count as First Response, the violation is still occurring: Set correctly on backend: Example ticket to test this - was responded to in 2 mins Ticket showing violation: Time of
Upcoming feature Zia Blended Conversations
Dear users, We are elated to announce the upcoming feature Zia Blended Conversations. Below is a brief run-through of the same: Zia Blended Conversations Build interactive user conversations using Zia Blended Conversations. Administrators can design responses
OpenSSL Vulnerability CVE-2022-3786,CVE-2022-3602
we need your support at new critical vulnerabilities that have been discovered. Subject: Critical OpenSSL vulnerability Source: ManageEngine ServiceDesk Plus Self Scan Path: c:\users\UserName%sdpod_agent
Currency field on service request/ incident request template
We missed this feature on customize the template and we would like to have it soon, like to have supported currency field with multiple currency type for example user can select from the list of currency and enter the amount based on currency type also
Get Solution with Roadrunner Email Settings
Assuming you are utilizing roadrunner email on any outsider application like apple mail, windows mail application, Microsoft Outlook, Mozilla thunderbird, or email client then you want to set up your roadrunner email on IMAP or POP3 server with the goal
Change Management - Calendar and Reoccurring Changes Questions
I have two questions in regards to the Change system in SDP. Change Calendar Is there any way for requesters to view the change calendar only? I found posts for people asking to view the calendar online, but nothing else, not to mention those were back in 2013. We have a monitor behind our Service Desk where I used to post changes, and I'd like to have our calendar up there. Reoccurring Changes We have a couple types of changes that are reoccurring (patch management). The patches occur every month
Change Implementer role missing from view columns
I am attempting to create a new view in the Changes area of SD+ cloud. My intent is two-fold: 1. Create an "All approved Changes" view with a column that shows the implementer role 2. Create a "My Changes" view that shows only approved changes where I
Customize Approvers page details
Hi all Many of our users have asked us to remove a few details in the request details page/ approver request page ( service Catalog) and adding more features. this can be done on each template. for example Rearrange the sections in the request details
Show Errors for Additional Field Pick-list Items
Whenever I am creating an additional field of pick-list items, I always bulk add them. But sometimes I receive an error message and cannot figure out what the system wants me to change. If I bulk add 100 items, I would like an error to tell me, for example,
Endpoint Central on Prem with SDP Cloud
What data is pushed between Endpoint Central on-prem and SDP cloud?
Issue with the font formatting
Hello, After some updates on sdpondemand.manageengine.com portal Service, we have a lot of issues, which we didn't have before. Is it possible to personalize the formatting of the text when I reply or create the requests? Today the formatting of the text
Does Endpoint Central Cloud feed SDP Cloud Asset information?
I'm confused on exactly what the SDP Cloud integration in Endpoint Central Cloud is actually doing. My SDP Cloud instance is still using a probe to gather asset data. I really wish there was two way communication between SDP Cloud and Endpoint Central
SLA's running during non-operational hours
Hi, I came into work after the weekend to find two calls breached, one on Sat and one on Sun, both of which are outside our operating hours. Can you please advise how to have SDP+ OD not run the SLA clock when it is outside operating hours?
Masterclass 2023: Episode 1 - Maximize service uptime with efficient incident management workflows [Feb. 22]
Dear Customers, We are excited to invite you and your team to the first season of this year's ServiceDesk Plus masterclass series. In the first episode, we will be discussing how organizations can maximize their service uptime with efficient incident
Call external API using custom script
Hi, I need to get some information from third-party application API when create new SDP request. Is there any solution for this?
Failed to use reply-to address eventhough email already been verified.
Hi All, I had setup everything correctly following the steps, my email had been verified. But when i use the reply function inside my application, it prompt me error. Can advise what else i could do ? Error while processing the request! javax.mail.MessagingException:
Ability for technician to move request to another instance
We are using the hosted version of Service Desk Plus with five instances. There are occasions when we need to be able to move user generated requests to an instance other than the one where it was created. This needs to be able to be controlled by a technician,
Technician license - one size for all
I am on ServiceDesk Plus Cloud enterprise with 3 licenses - and have the scenario when i want someone to assist in the setup of the application. You cannot do that without consuming a full technician license, this goes for all the roles defined in the
Error when try to configure Exchange On Line email account
Hi All, Please, could you provide me some tips to fiz this issue? This email contains a valid MS Office 365 email account (exchange on line P1) Thank you in advance
Reply template
Dear Support, we are using service Catalog with approvals, we have an issue if the approvers clicked on reply button on the request form only the requester will receive this message. we would like to add all approvers ( stages) by defaults to that templates,
Custom Report - Asset Depreciation?
Hi there, I'm attempting to make a new custom report that would pull info similar to what's shown in the provided "Assets depreciated by 50 percent or below" report, but adding on fields for "Assigned To" and "Serial Number", but I'm unable to seem to
Next Release : CMDB Business view and Asset Loan
Dear Users, We are planning for the next release "CMDB Business view and Asset Loan" and below are more details on the same : CMDB Business View The UI of CMDB Relationship map is enhanced with a new set of icons. Furthermore, relationship maps can now be saved and viewed later as CMDB Business Views. Business Views present a summary of the relationship between various CIs, along with their critical data such as details, associated requests, changes, problems, releases, and CI distribution at a
Split Categories, Sub-Categories, Items in to 2 tabs "Active" and "Inactive"
When we no longer need a set of categories or items and disable them "Because they can't be deleted due to being used in tickets, tasks, problems etc" they can clutter up and cause confusion with the currently active ones. If there was a way to separate
Notify Requester when notes are added
Is there any update on this? I would like to notify them when I add a note to their ticket. Thanks, Tasha
Upcoming enhancements in Requests, Changes, Releases, Reports and Solutions
Dear users, We are elated to announce the upcoming enhancements in general, exports and problems. Below is a brief run-through of the same: Enhancements Requests Request Tags Add tags to a request from the details page to classify related requests. Users
Description comments in the Gannt view for projects
I would like to show the description comments in the Gannt view for projects. I could then use these comments to add context to projects to senior teams when I export into PDF.
Change status when requester replies
Hi, When we have a request that the status is "With User" is there anyway of automatically changing the status to "Open" once the requester replies to the email?
Force Desktop URL on Mobile Browser
Hello, We have users that don't want to download apps to their personal phones, but we want to turn off email ticket creation. Is there something we can add to our URL on a mobile phone so it forces the desktop site to load instead of the page telling
Email Fetching Stopped
Copy project data from Cloud SD+ to Sandbox
Is it possible to import project data from Cloud SD+ to my cloud SD+ Sandbox
Possible to change Request ID as another word yet still able to link into cloud sdp?
Hi, I would like to change the word "Request ID" to another wording under the reply template. SDP allow to type & do changes, but there is a disclaimer at below: "Note : Re: [Request ID :##$RequestId##] - has been prefixed to the subject in reply. Please
Sample Powershell Script for REST api
Is there a sample powershell script that shows how to create implement the an API call? I've tried following OAuth 2.0 - API - User Guide (manageengine.com) - with the self client, but it's throwing a 401 error (and that's before I hit the fact that I
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