Service Desk Plus cloud version not showing changes
Good day, We are experiencing a problem with Service Desk Plus cloud on all our instances where you do changes to a request like change the status, get no errors yet the change is not displayed in the request. For example created a new Service Catagory
ServiceDesk Plus Cloud very slow to load
Are there any current known issues? We're seeing very slow loading across all our ServiceDesk Cloud instances. We are on the US East Coast.
FEATURE REQUEST - Auto Expand all conversations
Please can you implement a toggle or some mechanism to automatically open all conversation threads in requests? It's driving our technicians mad trying to find information and having to open each conversation element. You cannot even use CTRL-F to search
Manageengine service desk plus integration with 3rd party app
Dears, My client wants to integrate Manageengine service desk plus with 3rd party app (IBM Resilient SOAR platform) . he wants to trigger action from Manageengine to create incident on Resilient based on specific criteria . For me I can write the code which will create incident in Resilient as a python code. My questions are: where should i put my code in ManageEngine ? how can i define the criteria to trigger my code ? criteria may be critical tickets opened on Manageengine or by admin order.
Get inline attachment in a request note
Hi all, I wonder is it possible to get the attachment inside a comment (inline attachment) using any api endpoint? I tried the URL in the image tag "src" attribute, for example the inline attachment in the description is: "description": "<div class=\"personalize-wrapper\"
SLA configuration to PAUSE,RESUME and STOP
how can I create a SLA in SDP cloud that triggered when status is TODO and pause when status is not TODO, Resume SLA when status is TODO again and STOP SLA when ticket resolve STATUS = TODO = START SLA STATUS ≠ TODO = PAUSE SLA STATUS BACK TODO = RESUME
How to Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide a field/fields that have not been answered on an incident request? We have many fields on our form and do not need to fill every field out when submitting a request. After submission, all of the non-answered fields show on the Request Details
Report - Showing emails sent to specific address
Is there a report that can be created that can list all emails sent to one specific email address. This is very useful for our HR instance. Google seems to be saying Report Query, but not seeing this option in out Instance.
Changing instance name?
Does changing the name of an Instance do anything other than change the display name of the Instance? Thanks in advance.
Disappearing tickets
Has anyone noticed older tickets disappearing from SD+ cloud? I had a tech looking for some older tickets and discovered several that were about 1 year old are missing. We know they existed because we still have the emails that were generated but can't
Assign user automatically to the right site
Hello Community, Ive got a simple question, but somehow I cant find a good solution. We use the Google Workspace Integration to add the user into the Zoho Directory. But how we can manage to add automatically a Site to the users? Im sure there must be
Start chat from within ticket
Hi Is there a way of starting a chat with an end user from within a ticket? Driving all communications through a ticket is easy enough via the Reply functionality, this still relies on emails. What I'd really like to be able to do is for my agents to
Automation of SDAdmin User and Access Management Tasks
Can we automate SDAdmin tasks? Currently, SDAdmin handles user management manually in the SDPC portal. For example, when a user requests technician access, SDAdmin has to create it manually. Similarly, if a technician needs to be added to or removed from
Notification sound
Customer is requesting for Notification Sound similar to ServiceDesk Plus On Premise Notification Tones Customer domain: petnet.com.ph
Request Form tips/info
I know this was possible on the onprem version, but is it possible to add an option to have a fields description displayed under the field name? Use Case: a request form with custom fields where a description is needed to guide the requester. Current:
On behalf of requester details
Please explain the reasoning behind this setup. If a requester opens a ticket on behalf of another user the request shows the requesters details but gives no information about the on behalf of user needing the support. With the users in the image below,
Is it possible to post data to a resources field using a custom script
Good day, Is it possible to get data from an additional field and then post the data to a resource question field in the same template. Using a custom script. I have found the following script command on the ME documentation: $CS.setValue("RES_3_QUS_3",
Possibility to get a Change Role Email_ID for use in a Custom Function
I am creating a new function that will be used as a schedule and I was wondering if it's possible to get the email value of the Change Approver role. Part of the function will be to check all change tickets against a set condition and then send an email
Upcoming enhancements in Requester Portal Customization Enhancement in ServiceDesk plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements on Requester Portal Customization in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Requester Portal Customization Enhancement Create and customize
Filter Requesters by domain
Is it possible to filter the REQUESTER / On Behalf Of field by a domain? Use Case: We want to scope which users are found when staff/techs search for a REQUESTER. Our directory includes internal and external customers/emails so it's a way for us to simplify
Error 12023 during Windows Domain Scan
Hi Team, We are currently troubleshooting Error Code 12023 during a Windows Domain Scan using the ServiceDesk Plus Cloud Probe. We have approximately 2,500 assets to inventory, and the scan is failing consistently with this error. Our Environment & Findings:
Change Ticket Creation From Email
I am wanting to create a workflow to take input from an Email (using something like a Microsoft Form) to generate a change ticket in SDP Cloud using a Change Template.
Change SLAs for ServiceDEskplus Cloud
We are in the middle of refining our Change Management templates, business rules and configuration but realised there are no Change SLAs? CRs often should have SLAs for the ff reasons: Set expectations for response and resolution times. Ensure timely
Selfscan.exe / VBScript is scheduled for deprecation.
We use selfscan.exe and a scheduled wrapper to scan our laptop endpoints for audit purposes. As they're mobile endpoints with no network line-of-sight to a OnPrem server using a Probe is not possible. We've recenlty noticed the following warning in the
Optimal Solutions Template
We’re looking to standardise our Solutions (KB) articles for Helpdesk use and would appreciate guidance on an effective, practical structure. Is there anyone here who has a Solutions template that is optimised from the default template? Any additional
Slowness of sdpondemand.manageengine.eu
Hi. Is anyone else experiencing incredible (excruciating) slowness of the SDP Cloud app in the UK in last few months? Today is much worse than usual (virtually unusable) but the status page does not indicate any issues. All other cloud based apps that
How to divert a specific mail address to a particular service request template
We have a number of mail addresses configured, however when the email is processed it only creates a ticket using the default template. How can we control this? Ideally, I would like to specify that mail address "X", will create a service request (not
Reporting - Description
Is it possible to build a report that filters on certain keywords within the Description I need to generate a report on a certain keyword in requests, and instead of adding an extra field, I would rather report on that keyword existing within the Description.
Current Super Admin account, we need 2 Super Admin accounts so Scott Cable needs added as Super Admin
A screenshot of my user account, Super Admin, in ServiceDesk.
Logic in Notification Template?
Hello, I was hoping that this is possible but can't find much documentation on it. What I am trying to do is when a request comes into the system, I want to customize the notification template based on the request template used. For example, for a new
I need various Custom Reports with Widget for Dashboards
Hello, I want to create the following Reports, with the option to add their widgets to the Dashboard. 1. Incoming vs. Resolved (Trend Line) Report 2. CSAT Score / User Satisfaction (Average Gauge) 3. Backlog by Status 4. Average Resolution Time by Category
What's your standard Layout of Dashboard for different audience?
Hey, I'm creating Dashboards for different audiences, such as Technician Support Group Manager Service Desk Manager Executive Officer/ CEO/ CIO Please share your dashboard screen so we can get ideas.
Logic in Notification Template?
Hello, I was hoping that this is possible but can't find much documentation on it. What I am trying to do is when a request comes into the system, I want to customize the notification template based on the request template used. For example, for a new
You have reached the maximum forward limit for this request
On our HR instance has experienced this issue with a couple of requests. Is this an option that can be increased.
[SOLVED] How to add the value of Additional Field in the Subject?
On form submit, how we can achieve that after the requester added a Request, the Subject will be updated into a format like below New Employee Onboarding: [Company Name] | [Display Name] Both [Company Name] and [Display Name] are Additional fields as
Details of Description box must be the values of the Custom Fields in the Service Template Form
Hello, We want to utilize the Service Template form, we customize it, and our goal is to have the values reflected in the Description box, like a summary of what was filled out in the form. When we created a custom fields, as follows FIrst Name = txt_first_name
Alert users when assets are due to expire
Hi, Is there a way either through notifications or workflows to notify users when assets assigned to them are due to expire. I'm aware this can be done to notify technicians, can something similar be done through custom functions? Thanks!
tree care
Proper tree care is essential for keeping our environment healthy and communities safe. I found that using tree inventory software made it much easier to track, manage, and maintain all the trees in our care. It really highlighted how technology can help
SDP On Demand: Help Card Display
Seeing how the Help Card is currently setup in SDP Cloud, can we make it appear already in the right pane when the request form is loaded and make it available to requesters when they create a request, not just for technicians; exactly the same how it
Request Conversation Deletion & Recovery
I accidentally delete conversation threads from my Requests more often than I'd like to admit, especially when things are busy and I'm flying around replying to tickets on a busy day. In the History tab (or Conversation tab), there should be a way to
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