Report showing people with multiple assigned workstations and show their manager
I'm attempting to do 2 things: Create a report that lists only individuals that have more than 1 workstation asset assigned to them. On the report, include a column showing the assigned users manager display name. The final report would give us a breakdown
Offboarding\Onboarding - Working backwards from end date?
I'm struggling to see how we can use the built in features of SDP Cloud for onboarding and offboarding. END dates are always known. Currently our onboarding and offboarding templates have tasks, with specific technicians assigned to said these tasks.
Mail server modern authentication?
On this page. https://help.sdpondemand.com/new-mail-server-settings$o365-outlook There is a button to switch modern authentication and basic authentication. But there is no button on our system. how do i make it show up ? Thank you.
Masterclass 2022 - Season 2- Episode 1: Design and create dynamic templates with ServiceDesk Plus Cloud (August 24)
Hello Everyone, We're delighted to bring you a brand new season of the Masterclass series 2022. In the inaugural episode scheduled for August 24, you'll learn how IT teams can build custom templates to manage various ITSM practices like incidents, service
How to write a multi-line strings in custom function?
I want to use custom function to send some notifications. I tested on https://deluge.zoho.com/tryout , it worked. text = "Line 1\n" + "Line 2\n" + "Line 3"; info text; Will output Line 1 Line 2 Line 3 But in SDP custom functions. I will output Line
Resize Images when pasted into ticket replies
Please add the ability to resize a pasted image in the ticket reply window. This was available on prem.
Unable to generate report with Approval status "To be Sent" in SD+ Cloud
Hello Team, We are facing an issue with Approval status field in report module. When we try to run the report with approval status as "To be sent" condition then report is generated empty but in system we have many ticket with "To be Sent" approval status.
Ability for Requesters to Edit Their Own Requeset After Submission
Hello, I was wondering if its possible to enable the ability for requesters to edit their own request after its been submitted. After doing some research, it appears that this functionality is available on SDP MSP. Is there another way of enabling these feature? Thanks, Neil
Name picker field in ServiceDesk Plus Cloud?
Is there a way to create a new field in ServiceDesk Plus Cloud such that the field is a drop-down list of Requesters? Even better, would be that the drop-down list is a member of a specific organizational role?
Can't configure Azure AD User Sync
I had this working at one point, but it quit syncing so I turned it off and when I turn it back on again, I get the message below. I have tried signing out and back in and not having any luck. We do have Azure AD SAML SSO configured and working so I
SDP Cloud integration with ME Analytics Plus Cloud
Dear Users We hereby to announce SDP Cloud's integration with ManageEngine Analytics Plus Cloud(https://www.manageengine.com/analytics-plus/). ManageEngine Analytics Plus Cloud helps generate insights and metrics over SDP Cloud data. The integration will
Formatting of emails sent from ServiceDesk+ App and Outlook Smart Replies
When I send a reply to a ticket from ServiceDesk+ App for IOS, the description is missing the last reply, and doesn't have my signature. Where is the formatting and settings for this?
Would like the ability to map more Azure Fields into Users Section
We are using Azure User Sync (which isn't that great) but would like the abilility to map more Azure AD Values in to Service Desk - Especially onPremSamAccountName.
Add attachment icon to Conversation View
It's impossible to find out where an attachment was added as part of the conversion. Attachments need to be clearly identified in the conversation thread. Please add this as a feature urgently.
Upcoming enhancements in Projects, CMDB and features like Project Template.
Dear users, We are elated to announce the upcoming enhancements in Projects, CMDB and features like Project Template. Below is a brief run-through of the same: Projects UI enhancements Introducing Summary and Associations tabs in project details page.
SDP Cloud No Longer Fetching Emails
Last week we had issues with up to a 4 hour delay in fetching emails and generating tickets. Today SDP Cloud will no longer authenticate to Office365. It stopped fetching emails about an hour ago and when I change teh information in Mail Server Settings
Invalid Organization Request Error
I have a user that just tried to access our helpdesk portal, she is listed in Service Desk Plus - Cloud as with a standard username/email address. behind her email address there is a link to Re-invite user.... I clicked that link and she did receive
[SDP Cloud] Best practise for escalate between lv1 and lv2
Dear Bros, As a common IT operation, some issues/requests need to be escalated from level 1 to level 2 support. But as my cooperation requirement, level 1 has to comment on what they have done as first checking, these may be a comment, an image, a file...etc
SDP-Cloud - Looking for approval by Email solution
Dear bros, My company is using SDP cloud, standard version with Service Catalogs add on. I'm trying to find solution for approval by email. I understand that the approver can come to SDP and click to approve function. But as we all known that the approver
How can we add more groups to the scheduler?
For example if we want to add a general reminder to the services desks calendar for all employees to see?
Upcoming API changes
Dear users, We are elated to announce the upcoming API changes.Below is a brief run-through of the same: API Changes V3 API support for user-related operations Added the following endpoints to create, update, view, or delete users: Endpoint Allowed
Mandatory Approvals & Reporting
Hi there, Have been working with SDP for years, but this is my first time working with approvals. We have been informed by our auditors that we need better approval mechanisms and reporting. Manually sending approvals is very simple, but we want to be
Outlook Calendar Sync for Tasks & Requests
Good morning, We just started using ServiceDeskPlus On Demand and one of our biggest hesitations for going all-out with this software is still the syncing of tasks & requests to Outlook calendars. This would allow our technicians to plan their tasks, project tasks, incidents and requests in SDP and then use their Outlook calendar for guiding them through the day. This way, other company employees can not plan any appointments in their calendars when they have work planned. So my question is: A: for
Is their a way to hide emails from end user view?
Is their a way to hide emails from end user view? For example if we don't want individual end users contacting individual Technicians directly by email. Where all users know to email a generic mailbox as Techs may be out.
Reply All Button
Would be nice to have a "Reply All" button in the conversation view or on individual messages to be able to reply to all of the reciepients of the last message. See my attachment for examples.
Switch email account to Exchange from IMAPS/SMTP, working however broken after password change
We recently switched our e-mail account from using IMAPS (for Inbound) & SMTP (for Outbound) to Exchange. We granted the app permissions and was working well. This morning we changed the password on the account and it stop processing inbox e-mails. We
Integrating Lansweeper and SDP
Is it possible to connect Lansweeper and SDP so that asset information from LS is passed onto SDP? At a minimum, can SDP ingest a csv file with asset information?
Slowness In The Morning
Hello, All users in our instance have been experiencing slowness in the system on most mornings, going back a few months. Sometimes it is just a page taking a few seconds longer to load, and sometimes (but not often) the page times out. We have confirmed
Upcoming enhancements in Problem, Reports and Features like Triggers and Custom Actions for Problems, Custom Functions, and Support for Change Sub-Entities in Custom Actions and Triggers.
Dear users, We are elated to announce the upcoming enhancements in Problem, Reports and features like Triggers and Custom Actions for Problems, Custom Functions, and Support for Change Sub-Entities in Custom Actions and Triggers.Below is a brief run-through
ServiceDesk Plus Cloud - Agent based asset scans?
I see that ServiceDesk Plus (non-cloud) has the ability to scan assets using an agent called DesktopCentral (formerly AssetExplorer). We have ServiceDesk Plus Cloud and are looking for a way to regularly scan remote laptops that are not on the domain.
Cannot configure mail server settings
Hi, We are not able to configure the mail server settings. We have followed the below steps 1. Created a new user in outlook.office365.com. 2. Ensured that the IMAPS is enabled( https://docs.microsoft.com/en-us/exchange/clients/pop3-and-imap4/configure-mailbox-access?view=exchserver-2019)
Upcoming support for triggers and custom function in Problem and support for Change Sub-Entities in Custom Actions and Triggers
Dear users, We are elated to announce the upcoming support for triggers and custom function in Problem and support for Change Sub-Entities in Custom Actions and Triggers.Below is a brief run-through of the same: Triggers and Custom Actions for Problems
Upcoming enhancements in Problem, Reports
Dear users, We are elated to announce the upcoming enhancements in Problem, Reports .Below is a brief run-through of the same: Problem Enhancements You can now create a solution or workaround specific to a problem and add it to Solutions using Save
Work Timer on Task that is associated to a Request
We would like to see the ability to use a work timer in a task that is associated to a request. Currently this only works on a stand-alone task. We would prefer to see the time at the task level.
Request - Cascading Drop-down Auto Save
Our technicians are getting frustrated with the need to click the green circle with the check box to save an entry on a request when the cascading drop-down boxes are changed. We would like to see the system automatically save when the last mandatory
access to view the request for different user
Hi I have an interesting question whether the user can give access to view his request different user? if so, how? for example: I requestor role access sdguest created the request. This request I see in my self portal I want a different user also has access to this request and has participated in decision How can i do this? Thanks for you help
Redirect Merged Tickets
This feels like a bug or maybe it's a feature request but essentially it appears that when you merge tickets, the ticket you merged disappears. Such as the links on the emails goes to a 404 page and when you search the ticket ID it can't be found. It
Teams Integration | Mention a Ticket
Is it possible to somehow mention or tag a ticket in a group chat in team? The bot chat displays a ticket quite nice, it would be good if we could do something similar in a group chat, we quite often talk about tickets and being able to quickly mention/tag/link
need to add requester using REST API
I am trying to add requester using REST API. But unable to find any documentation related I referred this documenatation : Rest API (servicedeskplus.com) I am unable to find API keytechinician mentioned in the admin settings. Using this documentation
ManageEngine ServiceDeskPlus Cloud User Conference in Australia
Hello Everyone, We're thrilled to invite you to our User Conferences in Australia. Gather in Melbourne and Sydney for a unique learning and networking experience during this two-day event. We'll bring you in-depth product presentations on all aspects
Next Page