Requester can't add attachment in web portal after opening request
I have noticed that the only way a requester can add an additional attachment to their request is to reply in line to an email with the attachment included. Can a requester add an attachment to one of their tickets from the web portal after it is opened
Can i add any popup windows in custom funcions
We are testing Asset Life Cycle and wrote some custom functions. But we faced these problems. need your help. Thank you. 1. Can i add a confirm button when i click the asset life cycle button. currently, if i click the button carelessly . the asset's
Response due by time field is missing for requester view
Hello Team, We have noticed an issue that, as technician view, we can see both Response Due by time and Responded time fields but with requester view, they can see only Responded time not the response due by time field. Without response due by time field
Resolved time field is not available on request details page
Hello Team, We have noticed there is no "Resolved Time" field available on request details to track when the request was resolved but it is available in reports and filters. Please check this issue and add it this field on request details page.
Appending field
Hello, I'm trying to append a couple fields to the subject line in SD+. The code I've got is: //get first + last name and append to subject to include full name if($CS.isFormSubmit()){ var firstName = await CS.getValue("UDF_FIELDS.UDF_CHAR2"); //new hire
Upcoming Enhancements in requests,Assets and Reports
Dear users, We are elated to announce the upcoming enhancements .Below is a brief run-through of the same: Enhancements General Permission to View Technician's Cost Per Hour New option in Activities Time Filter Requests Resource Quantity in Service
Request Date field to be now +2 business days
Hi team, we are looking to create an onboarding form, where we do not allow the end user to specify a date field, less than now + 2 business days. Any suggestions on how we might be able to look at doing this? The business case behind this is, that we
SQL Reports in Cloud
I can see all the SQL reports but am unable to run or create any am I missing something?
Worklog addition field for SDP On Demand
Hi How can I add additional filed for SDP OnDemand? I have it on my on-premises SDP but I cannot find how to create IT on my cloud installation Thanks Paolo
Upcoming enhancements in Native Email Service
Dear users, We are elated to announce the upcoming enhancements in Native Email Service. Below is a brief run-through of the same: Enhancements Native Email Service ServiceDesk Plus Cloud's native email service is available by default for
Need Custom Report on Time Elapsed for Pending Tickets
Need Custom Report on Time Elapsed for Pending Tickets: We report daily the list of Pending Tickets and Breached Ticket. I would like to present to the teams an added column that shows how long this ticket has been in an OPEN state. As I understand it, if the ticket has passed through on hold during its lifecycle the TIMELAPSED doesn't reflect this. How can I effectively show how long a ticket has been lying in an open state in a report. Do I need to write a customer report or can the system
Approval history report with comments
how can we get the approval history report and with comments in this cloud SDP?
Export & import data
Hi I would like to ask about ManageEngine - Helpdesk is it possible to export data from on promise (server ) version and imports to Could version ?
Resource questions in Reports, Business rules and Triggers
Hello Team, We are using resource questions in many templates in our organization. For reports, how we can generate it with the resource questions details. Currently in SDP Ondemand, we dont have any option to execute query and get the report. atleast
Best practice for MFA enabled ServiceDesk Plus (Cloud) account
Good day, I would like to review what are the best practice solutions to securing the service account when all accounts are MFA enabled. Current Azure setup uses contitional access. A Policy is setup to require Multifactor Authentication on all user
User Defined Fields Used to Create Dynamic Subject Lines
Hello, I have created a Service Request Template for new Teacher account creation. Within this template are user defined fields that I would like to have populate the subject line when submitted. I have attached a screenshot to help explain. Thank
Requester reply to a closed ticket does not re-open or create new
I have tried two different settings for service desk and neither are working in how it handles responses to closed requests. Initially I setup service desk to always create a new request when a requester replied to a close request. Unfortunately it never did create a new request and the technicians were missing the responses as they look at only open status requests. I changed the setting to reopen the existing request if the requester responds within 7 days or after that time create new. We tested
How to auto assign to group based on category
Hi, please can you advise how I can auto assign Incidents based on the selected Category to a resolver group? We only have two resolver groups, with multiple categories between them.
SAAS Response time
Is anyone else running into issues with how slow the system has become? We are at the point where there are times it is unusable. We have cleared cache, run browser in private, tried Edge and Firefox, tried it from home and in office and it has just become
Masterclass 2022 - Season 2- Episode 2: Configure no-code and low-code automation across all major ITSM practices ( September 28)
Hello Everyone, The second episode of this season's Masterclass series 2022 is on its way! In this session, understand how to build an efficient ITSM machine by building no-code workflows that automate different ITSM practices like incident management
ServiceDesk Plus Cloud Features Road Map Issue
Hello Team, Service Desk Plus Coud Road map is not updated properly. We are monitoring from last few months its just updating the date but no informations are updated. There are many features are released already but still showing in roadmap testing phase
Upcoming enhancements in sandbox
Dear users, We are elated to announce the upcoming enhancements in sandbox. Below is a brief run-through of the same: Sandbox The Sandbox in ServiceDesk Plus Cloud is an isolated testing environment. You can securely experiment and test various admin
Upcoming features like Requester can Edit Request and enhancements in change module,notification rules also started with Web Content Accessibility Guidelines: Phase -1
Dear users, We are elated to announce the upcoming features like Requester can Edit Request and enhancements in change module,notification rules also started with Web Content Accessibility Guidelines: Phase -1.Below is a brief run-through of the same:
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.
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
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