Mail Server Settings - Internal Error
Hello We cannot make any changes in Mail Server Settings since last week. When tried to remove account, "Internal Error" message shows up. ( Please refer to the screenshot in attachment) We cannot remove nor add or change anything in Mail Server Settings.
Notification when put on hold with note
I was able to set a Trigger to send a notification when a ticket is put on hold to the requester. Is there a way to include the note that is added when put on hold into the notification? I looked through the available variables and do not see an option.
Upcoming release in Reports,Enhancements in Custom Function Usage Stats and Release Roles,Behavior Changes in Release roles
Dear Users, We are elated to announce the upcoming release in Reports,enhancements in Custom Function Usage Stats and Release Roles,behavior Changes in Release roles.Below is a brief run-through of the same: New Features Create Custom Widgets from
Email Notification "A new request is assigned to you" Remains in default instead of using modified template
You guys might be able to help me here because I am doing circles now and cannot figure this out. When a ticket is assigned to a technician, an email is sent. We modified all the templates under Automation / Notification Rules The email received has
SDP Cloud Technician Management
I manage an SDP Cloud instance with 260 techs. Managing that population is difficult and tedious. A couple quick problems: Unsorted technicians -- When assigning technicians to a group from within Edit Group, the Available Technicians are not sorted by
Additional Fields single and multi-line do not accommodate enriched text
Additional Fields single and multi should accommodate enriched text. This is a quite usefull feature as in some cases info added on such fields need to be enriched, like tables, URLs or just bold, rather than just plain text.
Field type for "users"
As similar to system field "Editor", would be good to have the chance to have Additional Fields with type "user". Ideally, based on that field, several conditions (form rules, notifications, approvals or tasks) could be triggered.
Enrich template: WebURL clickable + Custom Text
Here are two suggestions to enrich the request templates: 1. Can you make the Web URL Field Type clickable when it is disabled? It is used to store URLs and we find it very handy to link to external documentation / procedures in service request management.
Technician signature in reply template
Hello, we have recently migrated from SDP on-premise to cloud and hoping someone can assist. In our on-premise instance the reply template was configured as follows so that the technician's signature is included as part of the message, and the previous
Update/modify requester for multiple requests
Hi, is there an option besides going from one request to another, to update field: Edit Incident - Requester Details Section - Requester Name? I was struggling on how to split and assign "Area Supervisors" to their Shops in order to see all the requests
A way to CC?
Hi, My clients have asked for a way to CC more than one person at a time but I can't see a way to do this? I have created a new field called CC but this only allows them to add one extra person. Is there an option I am not seeing?
Upcoming Release: Secondary Email and Technician Additional Field Enhancements
Dear Users, We are ready to unwrap the upcoming enhancements in CSV & Provisioning tool user import. Below are the details, - OrgAdmins/SDAdmins can add a secondary email to user accounts via CSV import of users or using provisioning tools. However,
Auto assign assets to site when assets are created ?
We want technicians to manage their respective sites without seeing each other. In assetexplorer there is a option "Auto Site Allocation" Is there anyway to do it on SDP Cloud? Can i use trigger and custom function to do it ? but i can't understand custom
Planned US Datacenter Maintenance on Dec 25th, 2021 and 01st January, 2022 from 6:30 PM to 09:30 PM PST
Dear Customers, We have planned a annual infrastructure maintenance on our primary Data Center in the USA on 25th December, 2021, between 06.30PM and 09.30PM PST, and on 01st January, 2022, between 06.30PM and 09.30PM PST. This maintenance will help
Solutions appearing from when raising an incident
We have just implemented solutions and discovered that the system looks at common words for example The, and,at. So when an user is raising a ticket if they are using common words the suggested solutions are brining everything up with The in them this
New incident template form.
Hi, New incident from fetched mail is created with "Default template" from Incident Template list, or we can select template used for create incidents from e-mail? I want to assign Site and Group for specific requester. I created new rule under "Incident
Log4j vulnerability in ServiceDesk Plus Cloud edition
I would like to know if our SDP Cloud is or has been vulnerable to log4j. On the forum I only read about the on-prem editions.
Assets - Software Description
I am unable to add a description to scanned software. When I click on the description of any software entry, it pops a screen that appears that I should be able to add a description, but the field does not allow for any input. We are looking to be able
Agent for Asset management in service desk plus on demand
looking into new service desk solution and was looking at the cloud based service desk plus. we have a number of remote users that don't always connect to our network but we own the pcs. is it possible to use agent based asset management with the cloud based solution?
How to set the Due Date By field or custom Due Date Field from Email Command
I have followed the example from the help file without any luck @@Due Date=22 Nov 2021, 10:30:00@@ ---****Custom field*** @@DUEBYDATE=22 Nov 2021, 10:30:00@@ Nothing is working any help?
Exchange Online "legacy protocols"
I have received an announcement from Microsoft advising Exchange Online (Office 365) legacy protocols are to be retired Oct 13th 2020. Can you advise when/if SD Cloud will have OAuth 2.0 in order to continue to be able to pick up emails from Office365 email accounts. Thanks, text below for info. Basic Authentication Retirement for legacy protocols in Exchange Online MC191153Beginning October 13, 2020, we will retire Basic Authentication for EWS, EAS, IMAP, POP and RPS to access Exchange Online. Note:
Upcoming Release: Enhancements for Problem, Change, Asset and Dashboards
Dear Users, We are ready to unwrap the upcoming enhancements for Problem, Change, Asset and Dashboards. Below are the details, Problem Form Rules Introducing Problem Form Rules to help you create rules based on custom criteria to perform various actions
does SDP cloud has Format Painter function
I see "Remove Formatting" button, but can't find the Format Painter one.
can't use the "Drop files to attach" function
Hi team, I was trying to use this function but it can not attach any file. I wonder whether I did wrong operation or the function is not available.
Change Subject of Service request based on resource info fields
Hi, Does anyone if its possible to be able to take 2 resource fields, combine them, and then replace the subject of the service request? For context, our new starter form has resource fields for first name, surname, start date etc, but its not easy to
Time displayed in the Created Date is not the local time
We are evaluating and using the SDP On-demand Standard version and noticed that all requests are not displaying the correct time(local) time in the Created Date. Appreciate it very much for the help. Cheers!
Can I create a
Hi. New to SD+, but want to set it up to automate a few processes - the main ones are onboarding and offboarding. I'm creating my own service template for onboarding and have a couple of things I want to put in place. I have a Employee Start Date custom
API get Task list from a specified condition/field
Hello support team, I get confused and cannot perform the search for all tasks owned by a specified owner. As the document here listed: https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html#list-info list_info
[Take a two-minute survey] The state of ITSM two years into the pandemic
Hey there, We're conducting a two-minute survey among IT professionals to understand the effectiveness of ITSM during the pandemic. This survey will focus on understanding how the ITSM policies of organizations have held up over the pandemic and on
Approval outcome notification
Hi, I would like to request custom notification feature for change/release WF approvals. Use case: We use multiple approvals in our WFs. Each approval is going to specific CAB group based on various criteria specified in the WF to prevent technicians
Links to Attachments Need to be Included in Notifications
Our staff (both requestors and technicians in the system) prefer to respond to requests through email. I have been unable to find a variable in the notification templates to allow us to include them. We would like to have the following abilities: 1.
AD Connection
Hi everyone, I have two questions : 1) To link my ServiceDesk Plus Cloud users with the AD, should I use the Porvision App from the ESM Directory or the SyncTool for Zoho Directory ? 2) The provision App keep giving me the error "the user name or password
Requests workflow
Requests workflow is quite limited in ServiceDesk Plus Helpdesk module. I'd like to have a basic workflow that would: 1) submit an approval upon request submission 2) based on approval acceptance, trigger a task to a specific group 3) based on the task
ESCALATE by email
Does anyone know of a way for a user to escalate a ticket by replying to the original email they receive when they placed the ticket. When they reply to a ticket it goes into the conversations and I need a way for them to escalate the ticket to the IT
Best practice for removing requesters who have left the organisation
Hello, As the title says, I'm looking for some guidance/best practice on removing ex employees, but retaining their history of incidents, requests etc within the system. Thank you.
DUPLICATE CASES once we changed mail server settings to Modern authentication
Dear, please note, that from the moment when we switch the mail server settings to Modern one few months ago. ServiceDesk starts acting strange and is creating duplicate tickets, so informing requestor several times but with different CASE number. Also
Enable worklog required option in Life Cycle
Can you set an option that when executes a transition in Life Cycle the WorkLog can be mandatory.
import virtual hosts failed using the sample csv
Hi there, I was trying to import some virtual hosts into SDP oc and I used the sample file the system provided(workstations_sample.csv), but the import failed reporting the Error msg "Workstation Product is not compatible with Product Type". So it means
Technician report by groups - Reports
Hi Team, We are looking for a "Groups associated with technicians" report. Use case: In our organization, there are hundreds of technician groups that are available. Now we would like to see the details of which technicians are part of each group.
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 4: Build a unified enterprise self-service portal with ServiceDesk Plus Cloud
Hello there, In this webinar, you'll learn how you can use ServiceDesk Plus Cloud to build a unified enterprise self-service portal that enables users to access services across departments like IT, HR, or facilities. We will also discuss enterprise
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