Adding SDP on demand cloud link at the customer website to add external users requests
Adding SDP on demand cloud link at the customer website to add external users requests. Please guide how we can add link on the website where all external users can request using available form on website without landing on the requester portal of S
Upcoming enhancements in general, exports and problems
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 General Extending Support for Microsoft Teams Mobile App You can now access the Home, Requests, Solutions
Data Import into CMDB with Multi-Select field
Is it possible to use the System > Data Administration > Import Data function to populate a CI Multi-Select field from a spreadsheet? Here are some of the field values I have added to the Multi-Select field: DEPT - Administration DEPT - Finance DEPT -
Details of Email Command in ticket Description
Does anyone else dislike how tickets created with email parsing have the entire contents of the email in the ticket Description? In my mind the description is all about the issue the ticket is being created for and not HOW the ticket was created. It
Rename Fields
We are using ServiceDesk Plus Cloud and we want to change the fields "Category" and "Sub Category" to something else, is this possible?
Unable to use reply-to email on cloud SDP
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:
Reset Views on Solutions
Currently, it's only possible to reset Likes/Dislikes on Solutions however our users rarely if ever go to the effort of hitting Like or Dislike. We need a way to reset views on one, some or all solutions. It's the only way we can tell what solutions are
[Analytics Plus webinar] 5 things to keep in mind when planning your IT budget
Hello folks, We're happy to bring you our latest webinar on 5 things to keep in mind when planning an IT budget. Date and time: January 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? The benefits of an accurate IT budget range beyond
Search Projects by Additional Fields
We have 2 Project Additional Fields, a "Pick List" with a UDF_CHAR1 Field Key and a "Multi-Select" with a UDF_CHAR2 Field Key. In a custom view in the Projects module I can search by the "Pick List" field under "Additional Fields" but I can't search by
Pre-Release : Default site - "Base Site" for ServiceDesk Plus Cloud
Dear Users, We are working on the release of adding "Base Site" as default under the site configurations and below are brief details on this feature, functionality and behavior changes. Site - Organizations may have several branches or sites, distributed
More granular control of "Can view technician's cost per hour"
Recently released was the ability to prevent technicians from seeing everyone's Cost Per Hour unless they are an Admin in SDP. I would think for most companies that who can view CPH has nothing to do with which technicians are Admins. Just because a technician
Service Desk Plus Cloud - Aged Tickets
Provide a bar or line chart showing total open aged tickets by month.
Service Desk Plus cloud - ticket Severity
Could a ticket Severity drop-down field be added, that allows that allows assignment of the assessed severity of each logged incident? Also to allow row formatting. It is similar to Priority, less so Category. You could have a high priority incident with
Upcoming Release : Custom Modules, Kanban for Projects, Change and Release Enhancements
Dear Users, We are gearing up for the next release with Custom Modules, Kanban for Projects, Change and Release Enhancements for ServiceDesk Plus Cloud. Kindly refer to the below details : Custom Modules Administrators can create and design modules from
"Thank You" Detection
Would it be possible to implement some sort of "Thank You" detection using Zia AI? We often get users replying after we have marked tickets as resolved and it would be great if the system could detect when they are just saying thanks and not re-open the
Personal Reply Templates
Hello, I feel it would be very useful if we had the ability to have public reply templates (like what is setup right now in SDP Cloud) and personal reply templates. We have a very diverse group of people that use Service Desk and all handle very different
Searching keywords in Solutions
Hello The keyword search resulting in suggested solutions feature used within requests is fantastic but I'm wondering why this same feature is not within the Solutions module. The search options are limited as per below image, unless I'm missing something
Remove Description from Incident Template
I am trying to create a request template and do not require the Description field but there is no option to remove it. Is it possible to remove it for a specific template?
DR Drill Zoho US on 24 Dec 2022 and 31 Dec 2022 from 6:30 PM to 9:30 PM PST
Dear Customers, We have planned to conduct our yearly DR Drill for Zoho US Services on 24 Dec 2022 and 31 Dec 2022 to ensure our DR Readiness in US Deployment. This will help us support our expanding server far more efficiently. Below is the schedule
SDP Custom Function, send a response
Hi there, I have a bit of trouble creating a custom function, which should send a generic mail to either a requester or another mail. I've tried using zoho.sdp.replyRequest but it returns a error: "status_code":4001,"field":"CC","type":"failed","message":"EXTRA_KEY_FOUND_IN_JSON"
Assets: How do I import laptops using CSV?
Suppose we have this situation: We know a product name: it's a laptop We have a bunch of serial numbers associated with this laptop product We prepare a CSV file for import. Sample is below: During the import, we forced to specify workstation name (FQDN):
Merge Duplicate Products
We seem to have a number of duplicate products, especially when people have order new printers and called them slightly different names. Is there a way to merge these together? Also is it possible to check for products when in the purchase form before
Probe SNMP configration
SDP can't identify most printers model, Like HP, Ricoh, Canon, their printers are identified to one model. Because each manufacturer returns the same objectid. But another OID will return the correct model. For SDP on-premise version. we i add a new product.
differentiating Incidents vs Services on SDP Standard on Cloud
Need assistance in order to configure incidents vs. services requests.
Project Module - Adding Milestone dependency
Hello, i don't think that it is now available as feature into SDP Cloud (Correct me if i'm wrong), but do you have any plan to implement a direct milestone to milestone dependency, instead of using the tasks dependency between tasks from different milestones.
Out of office message when assigning to a technician
It would be nice if when a technician is Out of the Office, that if you try to assign to that technician it would give you a message like, "This person is off, are you sure you want to assign?". Delegation and Outlook integration are steps in the right
Recurring Reminders Feature Request
Hello, I believe adding an option to set reminders as recurring would be a great feature. Currently, if a reminder is recurring, you have to manually go into each one individually and set the date to a future time. If there was an option to set them as recurring it wouldn't require you to remember to change the date/time to the future.
SDPOnline down right now?
We are unable to load SDPonline from any internet connection at the moment? Any status updates?
Upcoming enhancements and features in general, notification rules, survey, releases and task.
Dear users, We are elated to announce the upcoming enhancements and features in general, notification rules, survey, releases and task. Below is a brief run-through of the same: General Adhoc Delegation Delegate pending approval requests to another user.
System Slowness
between 8:15 and still happening, incredible system slowness. Talking minutes to load pages. Is there something happening?
Masterclass 2022, Season 2 - Episode 5: Explore the latest features in ServiceDesk Plus Cloud (December 14)
Dear Customers, The fifth and final episode of the Masterclass series 2022 is just around the corner! In this episode, we'll get hands-on with the brand-new features and capabilities of ServiceDesk Plus Cloud released in the past six months. We'll cover
Multiple Domains (AAD and/or AD)
Is there a way to import users from 2 different Active Directory or Azure Active Directory? For example, I want to import all of our users from Company "A" and Company "B" both are in different Tenants. We are able to do this with our current on-prem
DR Drill - Zoho EU and AU on 20 Nov 2022 and 27 Nov 2022
Dear Customers, We have planned to conduct our yearly DR Drill for Zoho EU(Europe) & AU(Australia) Services on 20 Nov 2022 and 27 Nov 2022 to ensure our DR Readiness in EU & AU Deployment. EU switch will happen in the morning and AU switch in the evening.This
Request's access to specific users
We found quite useful to allow specific users (normally, also requestors) to access other requesters' requests. This should be user based and not dependent on department or site. As example, I do not want my department or site colleagues to have access
Servicedesk Cloud SLA Reports
The SLA reports lack the detail needed by my business and we want to create a rich set of KPI's to issue both for improvement and for the business to measure. The Time Elapsed Analysis is the sort of metric we would like to publish with a criteria logged
View all Open Requests and Tasks from main Requests screen
Hey there. I would like to create a custom filter to show all open (non-resolved) requests and tasks for my technicians. I can see the requests fine, but is there no way to include all outstanding tasks as well? Single pane of glass to see all outstanding
Need ticket responses to show full thread
Right now when a technician uses the reply function in the web interface the only portion that is e-mailed to the user is the most recent reply not the entire history. We would like the user to receive the entire history when we reply to a ticket, is
Ticket Closure Happens Before SLA Can be Applies to Request by Business Rule
Hello folks, We have run into an issue with our cloud application where when a technician closes a request from the edit request dialogue by setting the dropdown to closed and updating the other mandatory closure fields the request closure happens first
SDP Cloud version details and upgrade query
Dear All, We are keen to know version details for SDP Cloud as in where to trace it from within SDP Cloud UI. Also, curios to know any periodic intervals wherein ManageEngine upgrades SDP Cloud in the background. Regards,
Separate Table Settings for each View
You can set up custom views to display rows based upon selected criteria. It would also be nice to have a table setting for that custom view so that I could see additional columns for just that specific view. Right now, if I want to see the column in question, I have to change the table setting, which is global; it affects all views. I only need the column for one view.
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