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
Clean up requesters
Is there a way to bulk clean up the requesters list? Like based on criteria or something like that.
I can't pass verification for a subdomain
Good afternoon! There is a domain rdms.ru . There is a cloud platform Service Desk Zoho. I'm trying to log in to the Service Desk through a subdomain it.rdms.ru . I do it according to the instructions - https://help.sdpondemand.com/customized-domains
Service Desk Plus Cloud - SLA Feature Challenges
In our instance we're managing more than 200 sites which follow the same SLA but have different technicians. I'm looking for an -out of the box- automation to be able to update/manage the SLA in those Sites without having to update them one by one. I've
Unable to move SDP Online Mail to modern authentication (O365)
Asking here because someone might have had this issue and found a solution. Curently SDP Mail server is setup using POPS with our O365 account. Due to security getting tighter, we have to migrate to Modern authentication (All user accounts are going
How to add a Message/Notice to Service or Incident Template?
Hi, I wanted to add a message/notice to the Service/Incident Template however i don't see an option for this? Is there an option or workaround for this? For example: Scenario 1 Above or below a field, I might want a static notice that states "Please Note
Script to auto assign between two techs
We have 4 techs in our team (split into 2 levels) & would like to be able to randomly (or round robin) assign specific calls based on a business rules to 2 techs. Currently we have the auto assign set for the unassigned requests but we can only use this
Auto remove users who left the organization
Hello Sai, How we can manage the Requester/Technicains in the SD Plus who left the orgnaization. Is there any possibilities, we can remove users automatically from SD+ if their accounts are disabled or deleted in AD.
Masterclass 2022 - Episode 5: Introducing new features in ServiceDesk Plus Cloud (June 29)
Hi there, ManageEngine's Masterclass 2022 series has one last surprise episode for you! In this episode, we will check out all the new features and key enhancements released in ServiceDesk Plus Cloud in the last six months. Learn how features like Asset
Upcoming Enhancement in Facilities Instance - Space Management
Dear users, We are elated to announce the upcoming enhancement in Facilities instance - Space Management .Below is a brief run-through of the same: Enhancement in Facilities Instance - Space Management Introducing Space module in ServiceDesk Plus Cloud's
Upcoming feature in Zia, Solutions and Changes
Dear users, We are elated to announce the upcoming feature in Zia, Solutions and Changes .Below is a brief run-through of the same: Zia Quick Action view and Autopopup feature Administrators can now configure Zia chatbot to automatically launch once
Ability for Users to Search Solutions in Microsoft Teams
Unless I am missing something, with Microsoft Teams Integration Enabled, the user isn't able to search for solutions. The chat bot only allows search of requests. The Solutions tab only allows search by ID, Last Updated By, Comments, Title, and Topic
Cannot Modify/Delete Vendor Information, shipping, billing address, Cannot update Product information in PURCHASE
Hello support, Using SDP on demand, in Purchase tab: I find there is no way to edit/delete a vendor's information, (if you have made a typo or w/e), no way to modify/delete shipping and billing addresses once is entered also there is no way to add a new product, or change a product's information (most importantly the price) after it's added. is there really no way? see attached.
What's Considered a "Response" for SLA's
Hello, I had a quick question regarding SLA in SDP Cloud. There are two options for SLAs, one for responses and another for resolutions. What is considered a "response"? Would it just be when a technician responds to a user through the ticket or would it also include a ticket being assigned to a techician or group? Also, is there anything else that would be classified as a "response" for SLAs other than just replying to the requester through the ticket? Thanks for the clarification. -Neil
Email to service request
how can i setup Email to service request we have a general email for service desk however i want to setup a rule if we receive an email with title Employee creation request it will create a service request . Please advise Thanks in adv
New languages support in ServiceDesk Plus Cloud
Dear users, We are excited to share the ServiceDesk Plus Cloud is now supporting 34 languages. Languages released in this year(2022) Estonian Latvian Greek Bulgarian Romanian Macedonian Lithuanian Flemish Danish Icelandic To know more about supported
"Error Message: Failure: Email settings saved. But error occurred while trying to check connection with mail server - Unable to open mailbox in READ/WRITE mode."
Hello, The support mailbox, which was previously operational, now reports that the last attempt to retrieve mail was made on 30/05/2022 at 19:16. If the Service Desk Plus Cloud software mailbox settings are re-entered, the following error message appears:
email requester when technican adds note that is visible to user
Hi There are probably many discussions about this issue but its the most important thing that a helpdesk needs. We and probably every other customer needs that when a tech adds a note in the request and that means that the green padlock is open then it should trigger a email to the requester that a particular note was added and either show the note or give the user the option to the request link so the user can see what the tech wrote. ASAP and Thanks!
Including date last conversation was sent in reply template
In SDP I have my reply template configured such that the $description variable is included at the bottom of the reply so the full chain of communication is preserved in each message. In many the requester is non-responsive so we have to resend a message
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