Feature request - ability to filter out result via right-mouse click
Hi there, I'd like to submit a feature request that I think could be quite useful. When you click on Requests, and use one of the filters, e.g. All My Requests, could there be functionality built in which would allow you to drill down into that list further?
Add Approval to incident template
How do I set up approvals on an incident? When I go into new template the only thing showing to the left is Technician. I would like to have the system send out an approval request and set up who can approve it. Is there anyway I can do this?
Generate First Response Violated Report
Hi I would like to generate a First Response Violated Report. I have done the configuration in Setup > Reports and created a customized report. I have configure the Filter: However, its generated a wrong report. please help regards
Generated wrong Report in 'Reports'
Hi All, I would like to generate the First Response Violate Repo I set the filterFirst Response Overdue Status is TRUE. However, it generates an incomplete report seem it is wrong.
Change Actionable email submit giving error
All We are getting the below error message on Change Approvals viz email. The workflows and Integrations are setup and it just started happening the last few days. We are getting this on the top of the approval email and we have never seen this before
Service outage dashboard
Has anyone come up with a clever way to show a service outage dashboard on the requester portal? Something that shows information on known system outages and their status. I was hoping to leverage the Executive Dashboard feature to build something from
Masterclass 2024: Episode 1—Getting started with ServiceDesk Plus Cloud [Feb. 28]
Hi there, We are excited to invite you and your team to this year's ServiceDesk Plus Masterclass series. In the first episode of Masterclass 2024, you can learn how to set up basic and essential configurations to get started with ServiceDesk Plus Cloud.
[Free webinar] 5 quick steps to drive service desk cost optimization
Hello there, Reduced budget wastage, streamlined asset management, and enhanced service desk efficiency—this is everything you stand to gain at the end of this webinar. Join the session and discover data-driven strategies that bring significant improvements
Supercharge cost optimization in your service desk with report bundles
Hi there, Are inefficient asset purchases draining your IT budget? Should you repair or replace? How does workforce expansion impact IT spending? Discover data-driven solutions to optimizing service desk costs within minutes. With the latest report bundle,
Warning when sending notification to an email not associated with a user
Our organization has a number of email distribution lists, including one for all staff. When sending email notifications from the Requests, Changes, and other modules, ServiceDesk Plus allows you to type in an email, which is excellent. A helpful enhancement
Where to find Technician API Key for rest
Hi, Using ServiceDesk plus On Demand, I'm trying to get hold of my technician API key, i've seem various versions.. for different version, non seem to be valid. Clicking on my profile - no option, personalise - again no option, going into settings, and
Upcoming enhancements like Sample Entry population, Asset Fine-Grained Access , Share requests , Follow request, Zia auto approval
Dear Users, We are elated to announce the upcoming enhancements like Sample Entry population, Asset Fine-Grained Access , Share requests , Follow request, Zia auto approval. Below is a brief run-through of the same: Enhancements Sample Entry population
How to integrate RACI / Access Matrix in Solutions SDP?
The RTF content box is challenging, you can put tables and images however the maneuverability is not that much flexible. I wonder how some people can make adding solutions more interesting and easy to use, specially those with documents that are tab
Unified Agent Availability in SDP Cloud
Is there any update on when the Unified Agent will be available for use with SDP Cloud?
Tool tip on request template fields
What's the recommended approach for adding tool tips to fields in incident and service request templates? We have quite a few custom fields where we want to provide the requester some guidance on appropriate values, but there doesn't seem to be any kind
Links using request ID?
In a much older version of SDP we used to be able to create links using the request ID, like for request #446306: https://aaa.bbbb.com/WorkOrder.do?woMode=viewWO&woID=446306 Is there a way to do that in our new cloud version of SDP? Our links now appear
'User does not have this permission" error when creating lookup field
Hello all, I am new to SDP and am trying to create a request form. When adding a lookup field, I am receiving an error message stating 'User does not have this permission'. I have full admin access, so the message is confusing. This seems to happen no
Dashboard Question
Hello, Is there a way to create a custom widget on a dashboard that simply displays a stored/static value?
Change request - Planning stage -
What is the best way to stop a change workflow at the planning stage to allow the change requester or owner to add tasks or other details to the CR? I'm doing this: The workflow stops, waiting for the change requester or owner to add details to the change.
Default reply template in not working on mobile
Hi, I would like to bring to your attention an issue that is crucial for our workflow. The reply templates are not available on mobile and even the default reply template is not being applied properly. Since our technicians are mostly out in the field
Invite new user - template mail
Hi, How customize inviate e-mail with sended afer enable self-service login for user ? "Enable Self-Service Login From the requesters list view, enable the check boxes beside the requester(s) for whom you wish to enable login. Click Actions > Enable Self-Service
Status Change - Requester Responds to Closed or Resolved Request
As of now when a user responds to a closed or resolved request it goes back to a "New" status. We have a status that we like to use called "Responded". How do we change the system to use the "Responded" status instead of marking the request as the "New"
Automate SCCM integration scans?
Is there a way to have the SCCM integration run its probe periodically? At the moment, it seems to only run a scan when I manually tell it to do so, but I'd like to run such a scan on a schedule as well?
Cannot assign an technician
Hello, servicedesk cloud, we have such problem, we cannot assign any technician, after choosing an technician ans click OK, this field still stay as not assigned?
[Free e-book] 5 tips to avoid common IT budgeting pitfalls
Hello there, The path to creating an accurate and effective IT budget is fraught with various pitfalls that often go unnoticed. While there are several blueprints for creating effective IT budgets, these often fail to account for the common mistakes that
Share requests with other technicians/group
I think it will be very useful if we could share the same request with other technicians in the same group or with other groups; in this way we can work together on complex issues or on issues involving different offices. Thanks
[Free webinar] 5 strategies to avoid service desk technician burnout
Hello there, Experiencing declining productivity and efficiency? Your solution may not lie in enhancing technician skillsets, but in tackling the underlying signs of technician burnout. Our latest webinar walks you through effective solutions to identify,
Upcoming enhancements in Settings and Maintenance
Dear Users, We are elated to announce the upcoming enhancements in Settings and Maintenance. Below is a brief run-through of the same: Setup Auto Close and Reopen Requests using Zia AIr User Groups Enhancements Technicians can set filters for user groups
open pending requests list on Requester portal customization
Dear Support, I'm using customize request portal and there is an issue with viewing pending list ( action type open Awaiting requests) please find the attached i tried with open completed requests it's working fine except the above action type (open Awaiting
Reply Template Extra Click
Since the most recent update we now have to click in the reply box before typing. Previously you would hit reply then it would automatically move to the box and you could just type. Now you have to click before you type. Thanks, Ben
IT project management capabilities and task enhancements
IT Project Management and Task Enhancements We are happy to announce that ServiceDesk Plus On-Demand now comes with integrated IT project management capabilities. Create projects, manage resources and track their progress from a single console with visually appealing dashboards. Also collaborate IT projects with requests and changes to fine-tune overall IT service delivery. Project management is available by default for Enterprise edition. For Standard & Professional editions, it is available
Search for a specific request using search criteria not working
Hello Manage Engine Community, I am trying to access Service Desk Requests using search criteria but I am facing issues I am able to view 10 requests details by accessing the API Request Type - GET URL - https://sdpondemand.manageengine.com/app/itdesk/api/v3/requests
additional field issue
Dear Support, i have an issue when i want to add special character information on additional field pickup list example : if the field value contains % or < or > or = not accepting please if you could fix this issue ASAP thanks
Task Notification Improvement Ideas for Service Desk Plus Cloud
Our organization is currently facing an issue where ticket owners receive individual notifications for every task picked up or assigned to them. Unfortunately, we cannot simply turn off task notifications on assignments since there are instances where
SD+ Cloud Roadmap is not accurate
Hello Team, SD+ roadmap is not accurate, the team is just updating the dates but not the data. Last time it was updated on 11th Oct and today it's updated today but old features which was already released still showing as pending. Let us know how can
Users Roles and permissions
Dear support, we are looking for more roles features, currently the SDguest is locked and we can't edit the permissions for the defaults role requesters. also we are looking for new roles for requester for example: 1- delegation permission for approval
Date Picker on Self Service hiding behind add request bar
Hiya, this feels like it's a new issue as i don't remember seeing it before. But the date picker is hiding behind the add request bar. I've tried in different browsers and get the same issue. How do I fix this? Thanks, Gary
"Reply" option in Conversations for emails that technicians sent
It would be really helpful if there were a "reply" button on email threads in Conversations that were conversations from techs. Sometimes the most appropriate way to continue or move a conversation forward is to respond to something a technician emailed
HTML Format Notification
Hello Team, Can you please update the possibilites of having HTML format notification like below is available in SD On Premise. We can edit the html and design as per our requirement and it looks good as well.
Planned Disaster Recovery Drill for Zoho Europe and Australia Services on 10th December 2023 and 17th December 2023
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho EU(Europe) and AU(Australia) Service on 10th December 2023 and 17th December 2023 to ensure our DR Readiness in EU and AU Deployment. This will help us support
Next Page