Service Desk+ App
The app is putting technican signature at the bottom of the description when replying to a ticket. It has been broken for over a year now Is there no development on this app ?
Allow change status from request list
Today in request list view there is no option to edit the status directly and manually per ticket, like in technician or group. The feature exists in on-prem.
[Free webinar] How to measure the success rate of help desk initiatives
Hi folks, We're back with an interesting webinar on measuring the success rate of help desk initiatives. Date and time: August 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is no secret that prioritizing continuous improvement is
Upcoming enhancements in custom domains , Zia
Dear Users, We are elated to announce the upcoming enhancements in custom domains , Zia .Below is a brief run-through of the same: Multiple Custom Domains You can now create multiple custom domains and associate them with specific help desk instances.
Masterclass 2023: Season 2 Episode 2 - Setting up automations for critical ITSM practices in ServiceDesk Plus Cloud
Hi there, Greetings from ManageEngine! Registrations for the second episode of ServiceDesk Plus Cloud Masterclass 2023 are now open! We will be showcasing how to effectively configure and leverage various automation capabilities in ServiceDesk Plus Cloud
Change in ACS SAML URL and Identifier(Entity ID) for ServiceDesk Plus Cloud customers in Canada DC.
Dear Customer, Greetings from ServiceDesk Plus Cloud support. This post is to notify that we will be enforcing a change in format to the ACS/Reply URL and Identifier(Entity ID) on Friday, the 25th August at 9:30 AM Canada Time. From that point onwards,the
Keywords \ tags for request templates- to ease search for end users
Add the ability for Requesters to search for the keywords on the requester portal and the templates will be suggested. As an app admin, I want to define templates per team and ease the search for the end user. The EU will type app name, and all the relevant
Add Created By and Created Date to all business rules, templates to ease admin work
when I need to sort or work with multiple changes on business rules and templates, I cannot know sometimes when I made the last change on the rule or disabled it.
How to Associate Freemium License with SDP Cloud-based?
Hello, community, I recently received a freemium license for the SDP Cloud-based version, and I'm looking for guidance on how to properly associate this license with my account. I've searched through the documentation, but I couldn't find clear instructions
"My Approvals" Widget
Hello, Is it possible to add "My Approvals" Widget to the Self-Service Portal, where users (approvers) can view their pending approvals beside the main widgets; (My Summary, IT Announcement, My Assets) (SDPCloud Enterprise) Thank you. Ibrahim
Introducing free report bundles
Hi there, Are improper change implementations causing an avalanche of incidents? Are asset procurement delays hindering productivity? Who are the slackers on your help desk team? Get immediate answers to all these questions and more with Analytics Plus'
Script to map picklist selections to category and sub categories.
I'm trying to find a way to map multiple picklist values to their respective categories and sub categories in bulk. Rather than creating form rules for each individual selection, I'm trying to write a script that will map these selections. var udf_char135
Profile Date format
Hi, Wasn't really sure where to post this, but we use SDCloud, I'd like to change the date format to be DD/MM/YYYY for all requestors & technicians. I know you do this in the Zoho Profile - Personalise section, but I want to do it globally for all users.
Need a Cancel button for request sub tasks
In the list of tasks attached to a request, we can quickly select some and click the Close button when they're completed. We often have some tasks left that are inapplicable, so we mark them as canceled instead. To do that, we have to open each one, change
[Free e-book] 5 real-world interconnections that IT teams overlook
As organizations grow, IT teams tend to expand into sub-departments that focus on specific functional areas, such as service desk, network operations, security, and more. With time, these specialized teams often lose sight of how strategies implemented
SD+ Cloud having Internal issues today 8/17/23?
dozens of our technicians are reporting site errors within ServiceDesk Plus cloud this morning. Is there an outage or issue happening?
Dynamic Approval in SDP Cloud
Use case: Users requesting access to software or SaaS applications require approval from their reporting manager, as well as the owner of the application. The stage I approver will always be the requester reporting manager, so that isn't a problem. The
Request tab links could show a count of their content, eg Tasks
I think it would be helpful if the "tab" links in a request gave some indication of whether they have any content. Eg Tasks, Checklists, Reminders, Approvals and Worklog could show a count of the number of items in them. For example, if there were 7 subtasks,
Schedule Dates Without Specifying a Time
When scheduling a begin or end date usually for a Change, it's burden to require users to select a time too. Especially down to the minute. That level of granularity is not usually needed. Maybe there could be an option to default to no time, or rather
Asset>Consumables - Lifecycle and Additional Fields
We are using SDP Cloud Professional. I want to add a lifecycle to a consumable asset and specifically want to include one of my additional fields called Store Room. Currently I have the site A and in site A there are two store rooms. I have created an
View Changes in Kanban View
A helpful feature would be to have the ability to visualize Changes with a Kanban view. Ideally, you could select to group the cards by any of the Change fields.
Setting default values when bulk editing requests
We would like to be able to set default values for fields when bulk editing requests. This will save time on behalf of technicians who regularly need to reassign groups of requests to different groups, by having the site field prepopulated with a value
Is there a way to create a request when one is resolve/closed ? maybe using Life Cycle/Custom Scripts
As the title said
Azure Data Factory Zoho Linked Service
I have done all the setup and performed testing with Postman. Everything tested correctly. The intent is to GET all the requests daily so I can provide some statistical reporting. There is an existing linked service in ADF and I have attached the print
Customisable Additional Fields for Task templates
Our ITSM team have requested the ability to add additional fields to task templates with the goal of more accurate reporting on tasks, as well as allowing technicians who complete tasks to provide specific details quickly via picklist fields rather than
How to debug custom script?
I am trying make a script that will update Task start time when Request cusom field is changed. var planned = await CS.getValue("UDF_DATE1"); CS.setValue("scheduled_start_time",planned); CS.end(); The script is set to execute as a Form Rule, when Request
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.
snmpdevicesconf.json file
Does anyone have a decent snmpdevicesconf.json file that has the majority of standard devices already configured. We use Solarwinds and with the MIBS are able to scan and detect ALL devices on the various networks, With SDP Plus Cloud. I cannot believe
Reporting on Closed/Resolved Tickets by Category - Mandatory Field Showing 'Unassigned'
We are trying to report on how many tickets are closed per the business that logged them. We have a mandatory field in each service request or incident which has a drop down for all businesses we service. You cannot close or resolve a ticket without selecting
Asset List - Filtered based on criteria
Hiya, So this may be really simple, but it's been a long week and my head is fried! I'm creating some incident templates, one of which is for printers, I'd like the asset list to be restricted to only show printers. But the asset list that's available
SDP On-Prem to Cloud - Questions
Hi All - We are considering moving from SDP On-Prem to the Cloud. However, we have lots of Query Reports. How are folks handling that who have made this move? is their a work around? Since we only use the Request Module, everything else seems to be available
Specific Questions about Request Approvals
Hi All I am assessing request approvals against our business requirements. Can anyone help answer the questions below?? Can I see all pending approvals how old they are ? who they are assigned to? Can I set an approval expiry date? If yes then what happens
Upcoming enhancements in conversation, Request approver scoping, Closure rule, Reply template, Lookup fields, Request list-view, Technician.
Dear Users, We are elated to announce the upcoming enhancements in conversation, Request approver scoping, Closure rule, Reply template, Lookup fields, Request list-view,Technician.Below is a brief run-through of the same: Conversation History Enhancement
How do I add more options under the quick assign button
At the assign stage I'd like to be able to set the category and sub-category as well. How can I set this?
Additional approval responses within Requests and Changes
Would it be possible to add additional option(s) when responding to approval requests within Requests and Changes so that they appear in the list of options next to "Choose" in the below screenshot? An example situation where an additional approval response
Approvers ability to add attachment while approving
Allows the approver of request to have an option to add an attachment while approving a request. This will the approver to provide additional or signed documents related to request. This feature needs by most of the finance team in organization.
Allowing Service Requests to be attached to Problems
Currently, only incidents can be attached to problems. Can we allow Service Requests to be attached to problems as well? There are instances where a Service Request is directly related to the Problem and needs to be attached to it; for example, if one
Reason on hold field as part of the side bar details.
I would like to requested to add the 'Reason On Hold' field up to where the status etc is on the right hand side of an incident/SR, this is helpful in the fact we have sight of this at first glance and don't need to go into the details of the inc/SR to
Resolved Date - Show on ticket?
Hiya, We have a very specific template where we need to record the resolved date. We aren't allowing our technicians to close tickets, so we give a grace period of 7 days from resolved before the system auto closes a ticket. Which works well, except for
Masterclass 2023: Season 2 Episode 1 - Crafting dynamic templates in ServiceDesk Plus Cloud
Hi there, Hope you and yours are doing well. We are delighted to invite you and your team to the first episode of the second season of the ServiceDesk Plus masterclass series 2023. In this episode, we'll look at how IT service desk teams can save time
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