How to share tickets across & communicate between Technicians?
We operate an IT department where certain technicians are responsible for certain IT functions based over different geographical locations & Timezones. A lot of our incoming requests come from users expecting a simple change but in fact is a series of
Requests "Last Updated Time" is not updated when replies are received via emails - only on direct request update.
Dear ServiceDesk Team, As an admin, I'm sorting out tickets based on "Last Updated time" in descending order to follow up and see what are the latest responses and if there is something I should do from my side. A user sent me a reminder for a specific request to my own email when he noticed I didn't take an action on a specific ticket where he updated it by sending an email to the helpdesk email a couple of days earlier. I went and checked and found that the request contains his reply which was
SDP Cloud Assets not showing up from Desktop Central
We have 3 machines that were recently imaged. They show up in Active Directory and Desktop Central, but do not show up in SDP Cloud assets. Normally they will auto be added to the SDP Assets section. I removed the DC agent from the machines then re-added
Customising Task Template
Hi I have seen another thread on here from a year ago regarding customising the task template, and wondered if there was any word on when this would be included in the product as it would be really useful to amend the layout and add/remove fields? D
Open status changes to On-Hold when request added from API
Hello I am adding request via API and I am sending status = Open, but the same request created in Manage Engine has status On-Hold. Can you please help me with this? Thank you
May i know the SLA for ServiceDesk Plus Cloud
Hi, We've purchased this product. but it needs to be approved by our security teams before we use. They need to know the SLA. but i couldn't find it in your site. Uptime Commitment ,L1 - L3 Response time, etc.. Thank you.
SDPOnDemand - Outlook Add-In Problems
Hello, We have noticed the below problems with the Outlook Add-In with SDPOnDemand: - When a requester resets the form using the button, this removes their name from the requester field and does not fill it back in - Custom lookup fields do not load -
SDP Cloud asset scan
Hi, We have Workstations in the Unaudited Workstations list that have an error code of 12023. Can you advise what the issue is please?
Business rule doesn't work with custom functions.
i write a request custom function for modify the asset's status in a request.. Example: - a request subject contains "returned", then change the asset's status to "In Store" this script works fine in the editor interface. Click save and run - select
Technician Ticket View | Check "Auto Notifications" by default
Hi, Is it possible to configure the technician ticket view to have "Auto Notifications" checked by default?
Linking Service Requests with Incident Requests on the mobile application
I can't seem to link service request with incident requests on the mobile application. Is there any particular reason for that?
Add child requests and linked it automatically
Will be useful to create a child request similar as "Copy" with another template and associate it automatically to the copied request.
Technicians Online / Offline
Does anyone have an issue with the all the technicians showing offline when they are actually logged in. I am logged into the system and I show offline. I also verified that another tech is logged in. I have tried different browsers and even Chrome incognito,
Matrix Report on Dashboard - SDP OnDemand
Is it possible to add a matrix report to the dashboard in SDP OnDemand? I saw some documentation about adding matrix reports to the dashboard but it was for SDP MSP.
Different default reply templates for different support groups?
I have multiple support groups configured in SDP Cloud and also have multiple reply templates configured. Is it possible to select a specific reply template to be used as the default for requests in each group? For example, group 1 should default to
Masterclass 2022 - Episode 4: Building a resilient IT asset management process with ServiceDesk Plus Cloud (May 25)
Hey there, The fourth and final episode for this season of the ServiceDesk Plus Masterclass 2022 series is coming soon! In this episode, we will unveil the brand-new asset life cycle workflow builder and discuss how to streamline the asset management
Planned DR Drill for IN(India) Services on 15 May 2022 and 22 May 2022 between 7:00 AM and 10:00 AM IST
Dear Customers, We have planned to conduct DR Drill for IN(India) Services on 15 May 2022, between 7:00 AM and 10:00 AM IST, and on 22 May, 2022, between 07.00 AM and 10:00 AM IST. This will help us support our expanding server far more efficiently.
Azure AD sync limit users
How do i control the users that are synced from azure ad? For instance, we have 12k users and i only want about 1k to be able to place service requests. Any idea how to limit it? And any way to make the sync frequency like much faster. Like i would want
import from organization - how does this work
So under requesters, there are three buttons. Import from organization, import from azure and import from csv. Currently, import from azure is blank, and i am working on that on another ticket here. However "import from organization" gives me a sort of
Service Desk Plus on-prem to cloud migration
Hi Has anyone completed their own on-boarding services for migrating data and modules from Service Desk Plus on-prem to the cloud? If so, how did it go? We are about to renew our license but to go on the cloud. We plan on trying to migrate our data
Automatically removing users from SDP
Automatically removing users from SDP when they are no longer present in an Azure Connect sync. We are looking to have our disabled users be automatically removed the same way they are automatically added from Azure AD to SDP. Is this a feature or possible?
SD+ roadmap website not up to date
Manage engine service desk plus cloud roadmap website s not even upto date. Its really frustrating to follow up the featues on this website. Last roadmap was updated on 6th April,2022 and today is 11th May,2022. https://www.manageengine.com/products/service-desk/cloud/help-desk-software-roadmap.html
Assign ticket to replying technician
Is it possible to automatically assign a request or incident to the technician who has replied to the requester? This would need to be regardless of the group that the technician is part of and where the ticket is currently assigned to.
Feature to Convert Service Template when approved
Hi Team, It would be helpful feature to convert the Service template when it is approved. Use case: When an SR is approved, technician should be able to convert the SR to other Template which should even update the same approval details in converted
Upcoming feature - Conflict Detection for Changes
Dear users, We are elated to announce the upcoming feature - Conflict Detection for Changes .Below is a brief run-through of the same: Conflict Detection for Changes ServiceDesk Plus Cloud can now identify and notify users about conflicts that arise during
Hide Unanswered Fields in ServiceDesk Plus Cloud
How do I hide fields that are unanswered in the request details screen? On our templates we have a lot of additional fields, that are not always answered, nor do they need to be answered. If a field goes unanswered (empty) the request details page shows
Probe Error "Windows credential failed" with AzureAD admin account
HI all, I tried to scan our network with AzureAD device admin account, however, probe returned error "Windows credential failed and SSH credential not configured" We are fully cloud based. The credential definitely have admin right on all our machines.
Is it now possible to use an alphanumeric ticket id in Service Desk Plus cloud?
We are importing ticket data from our old system, which already have numeric references. Can we use an alphanumeric reference for imported ticket data e.g. X-1, X-2, X-3, etc. alongside auto-assigned references for new tickets created directly in ManageEngine?
Form Rules in Project Management
Team, It is very difficult to work on Project Management. We don't have control on customizing the Project template as per the client requirement. No form rules are there. Could you please help us on this. Also, how to add additional fields in the
SLA monitoring for technicians
I'm looking for a good way for our technicians to monitor their tickets by SLA. I'm not finding any way to do this other than to add the "due by date" to a list view and sort by that. This again, points to the glaring lack of a technician dashboard
Service Desk migration from on Premise to Cloud
Good Morning, Any idea when I migrate our Sevice Desk on-prem to cloud if the Database, Assets and all the data can be brought over to the cloud? Thank you
Issue with Post to API using Python
Hi Folks, I'm having issues with creating a request in SDP through the API using Python and was hoping someone could help. I've managed to get a working test script but if I try and put any variables into the input_data block then I just get invalid
Bulk import of operational costs
Within the asset management module, you are able to import a csv to create multiple objects. Within each object you are able to manually add a cost associated with each asset via the 'Financials' tab. Is there a way to do a bulk upload of costs for multiple
Surprising upgrades without notification
Hi Team, We use Servicedesk Plus cloud with a large team of 30-50 and growing technicians. We recently moved from On-prem where upgrades/updates were in our own hands. Now we seem to get surprising upgrades with no notification whatsover. this causes
PUT And POST Method For /api/v3/users/{user_id}
About a year about I asked about this feature and it sounded like your team had plans to implement this. Is this still something you're planning on implementing? This feature would help our company immensely. Also are there any links to road maps or planned
Welcome Invitation
How can I limit or prevent specific users from receiving the Welcome Invitation email. We have accounts for external users within our domain, but do not wish to validate these external domains for access to our instance of ServiceDesk Plus. This is
Self scan error
Hiya. I am trying to test scanning some windows laptops that not on our domain, so i am looking at the self scan. I have downloaded the exe generated a api key and when i run it i get this error Has anyone had this before? Thank you Rich
Unintended user sync between Azure AD and ServiceDesk Plus Cloud
Affected Time Frame: ServiceDesk Plus Cloud from April 19, 2022 5:27 AM PDT to April 20, 2022 3:53 AM PDT Fixed at: April 20, 2022 03:53 AM PDT What happened? Azure AD User Sync periodically synchronizes an organization's Azure AD users with ServiceDesk
Enhancements in Custom menu for Releases, Custom widgets for Releases, User Delegations, Azure AD user Sync and introduction of new operator in Business Rule and Triggers
Dear Users, We are elated to announce the upcoming enhancements in Custom menu for Releases, Custom widgets for Releases, User Delegations, Azure AD user Sync and introduction of new operator in Business Rule and Triggers. Below is a brief run-through
Masterclass 2022 - Episode 3: Perfecting the change enablement process using ServiceDesk Plus Cloud (April 27)
Hi there, The third episode of the ServiceDesk Plus Masterclass 2022 series will be held this month! In this session, we will explore the various types of changes and the best practices for executing the change enablement process in a hybrid workspace
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