Building Request Life Cycles in ServiceDesk Plus to streamline major incident management
Major incidents can occur unexpectedly, disrupting productivity and customer satisfaction. Safeguard your operations and foster a culture of recovery and resilience by leveraging the Request Life Cycle in ServiceDesk Plus. Get started and begin driving
Introducing the Cloud version of AssetExplorer - Try it now
Dear Customers , We have some great news for you ! The cloud version of AssetExplorer is here. The AssetExplorer Cloud packs in everything you have come to love in the on-premise version, while offering the cloud advantage of low overheads, easy scalability
Lookup Field for assets per site
Is there a way to get a lookup field, similar to the Assets field, but instead of for a single user, it would lookup assets for a site, or even a region? Would that need to be something custom, or a set of criteria?
bring @mentions from On prem version to cloud
In the onprem version of SDP, you can @mention a technician in notes which would notify them in the SDP website and by email, this was very useful when another technician was required to assist in a ticket, but the ticket didnt need to be assigned to
EU Data Center Slowness - SDP Cloud
Dear Customers, We sincerely apologize for the recent slowness you've experienced with our application. We've identified that this issue is affecting users specifically from the EU data center and our development team is actively working to resolve this.
Introducing the Zia Code Generator for Custom Functions in ServiceDesk Plus [Cloud]
We are thrilled to announce the latest GenAI capability in the cloud version of ServiceDesk Plus: Zia Code Generator for Custom Functions, powered by ChatGPT. With this latest feature, service desk administrators can accelerate their work by simply prompting
List assets that are not under an active contract
Hello everyone, I'm trying to list all our assets that are not under an active contract but I don't know how to achieve this in ServiceDesk Plus. In the assets module, there is a filter called "Not in contract", but it won't show assets that are under
Upcoming enhancements in integration, setup, Asset ,CMDB , and changes in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in integration, setup,Asset ,CMDB , and changes in ServiceDesk Plus Cloud. ChatGPT Integration Enhancements Acknowledge asset receipts by responding directly to asset acknowledgment/reminder
Optimize your request template to enhance user experience and service delivery
Are you tired of generic forms that fail to capture the essence of your service requests? Tailor your request template to suit your needs with custom sections, prefilled and dynamic fields, tasks, approvals, and SLAs in ServiceDesk Plus. Empower your
Masterclass 2024: Episode 8 - Bringing ServiceDesk Plus Cloud into the Microsoft ecosystem for seamless ITSM operations [Sept 25]
Hi there, We are excited to invite you and your team to the eighth episode of this year's ServiceDesk Plus Cloud Masterclass series. In the eighth episode of the Masterclass 2024, we will cover how to integrate ServiceDesk Plus Cloud with Microsoft applications.
Masterclass 2024: Episode 5—Explore the latest features in ServiceDesk Plus Cloud [Jun 26]
Hi there, We are excited to invite you and your team to the fifth episode of this year's ServiceDesk Plus Masterclass series. In the upcoming episode of Masterclass 2024, we will explore the latest product updates and enhancements released in the last
ServiceDesk Plus (Cloud) and Azure DevOps Integration
Hi everyone, I'd like to start a discussion about some strategies on integrating SDP with ADO using Zoho Flow. I'm very new to all of this as, I am a Desktop Support Technician, and my company does not have a Sys Admin. I'd like to see if anyone has a
Behavior change in Spot Edit
I don't know if we just experienced this in our instance or others have encountered the same. Our Spot Edit option for Change and Requests modules have been disabled for quite sometime now. But just recently, technicians cannot attach anymore in the attachment
Microsoft is enforcing Multi-Factor Authentication
Dear customers , Microsoft has announced its plans to enforce mandatory multi-factor authentication (MFA) for Azure and all other integrations involving Microsoft services. So, if you have integrated your Microsoft account for ServiceDesk Plus Cloud integrations,
Helpdesk Slow
Anyone else finding Service Desk Plus very slow to load this morning? Seeing the same problem across different browsers and the mobile app. Nothing showing on the service status page as yet but assuming not just us affected.
Add a note as first response when a technician is assigned
Hello everyone, Im working with SLA and Im tryng to "automate" first response. Is there a way to automatically add a note as first response when a technician is assigned in SDP Cloud? Ma be through a script or anything. Thanks regards!
I want to copy the attachments from parent request to child requests
I have created a custom function which create a duplicate request of the parent request copying the parent request fields however, fails to copy the attachments. Can someone suggest the Deluge code to get the attachments copied to the child request through
Barcode/QR Scanner
What happens if you scan an asset that is already listed in ServiceDesk Plus?
EU Data Center Slowness - SDP Cloud
Dear Customers, We sincerely apologize for the recent slowness you've experienced with our application. We've identified that this issue is affecting users specifically from the EU data center. Rest assured, our development team is actively working to
[Free webinar] 5 steps to secure IT using analytics-driven service management
Hi there, Did you know your service desk can be much more than a mere customer support tool? It can be honed to play a critical role in fortifying your organization's cyber resilience. Join our upcoming webinar to discover five proactive ITSM strategies
Viewing Ticket
Hey there, we have a rotating Service Desk of three analysts who monitor a central SD ticket queue. I was wondering if there is a setting some place that would put a notification banner in a ticket if another technician is currently viewing a ticket.
ServiceDesk Migration from on Prem to Cloud
Hello, Could you please share the procedure to migrate ManageEngine ServiceDesk Plus - MSP 10.5 to Cloud. I want to migrate all the tickets from on prem to cloud.
Online/Offline toggle under profile missing
One of our technicians is on vacation this week and I was trying to figure out why his tickets were not being forwarded to me. I then discovered that all of us are being displayed as offline. I then went to my profile and realized that the online/offline
Explore ways to kickstart your IT service desk automation journey
IT service desks that fail to automate their ticketing operations risk sinking time and effort into tedious, manual efforts. Let's discuss several fundamental automation ideas to elevate your IT service desk productivity. Begin your automation journey
Calculated expiration date of incidents
Hello guys, Im working with ServiceDesk Plus Cloud and I have a question... I wanna make an incident template with calculated expiration date like this: When I create a new incident SDP automatically sets its expiration date within 30 day from the creation
The maximum number of additional fields oftype Lookup Field has been reached. No more fields can be added.
As the title indicates, we need the lookup field in the business implementation, add the configuration prompt message, what should I do? The maximum number of additional fields oftype Lookup Field has been reached. No more fields can be added.
Upcoming enhancements in Request and Setup in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Request and Setup in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements Request Mentions and Attachments in Request Notes Mention users while adding or editing
Feature Request - Add Conversations (Notes) Tab to Assets Module
It would be sincerely helpful to add notes or conversations to assets. We want to be able to add notes regarding vendor discussions, equipment returns, etc. Something similar to the conversations tab in the Contracts Module.
User Interface Option
Hello, I'm super new to Manage Engine so I don't know if this is even remotely possible. Is there an easy way, while on my requests tab, to be able to see the amount of request associated with each view? I know that I can go to the dashboard and look
Delete Resource Questions
Hello everyone! Can anybody please point me in the direction of where Resource Questions live/can be deleted? We have several resource questions that have been created during testing that we would like to delete but there does not seem to be an obvious
Would like access to newest Note on a Request, for views and reports
Is there a way to show the most current Note for a request on views and reports? We like to see a detailed description of current status when viewing a list of Requests or when sharing status of a list of requests via a report. I have created a custom
Trigging a task when another task is closed
I have a template with several tasks. I would like some of the tasks to be triggered when a specific task is closed. Is this possible and if so how do I configure this in SD+ cloud?
Associate Groups to Change Template
Hello all, Is there any way to associate groups to Change Templates like we are able to do with Request Templates? We have certain changes that occur with regularity and we are considering using templates, but we would like to target certain Groups with
VIP Users
Hello all, Is there any way to sort users by VIP status? Or is there a report I can run that will list all of the users marked as VIP? I read there is a query report on ServiceDesk Plus, but we are using ServiceDesk Plus Cloud and I do not see a way to
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
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
How to reopen an incident by requester
Hello everyone, Im using ServiceDesk Plus Cloud and Im trying to give to requesters the oportunity of reopen a resolved incident. When I finish a work I change the incident state to resolved (not closed), so the requesters receive an email with an advice
Disaster Recovery Drill for Zoho SA(Saudi Arabia) Service on 23rd August 2024 and 30th August 2024
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho SA(Saudi Arabia) Service on 23rd August 2024 and 30th August 2024 to ensure our DR Readiness in SA Deployment. This will help us support our expanding server far
Lates update to changes behavior released on 26th August
Hi, I have an objection to the latest update: "For changes in stages other than Submission, right pane fields in the change details page are editable even when Disable spot edit in the Change details page if a Form Rule is configured in that template
Unable to attach documents in Change Records
Whether using an admin or technician account with the SDChangeManager role, attaching files in the CH is not possible. It was working before and suddenly, we cannot.
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