Next Release : Enhancements in Request, Change, Project and Tasks
Dear Users, We are planning for the next release with enhancements in Request, Change, Project and Tasks. Below are brief note on those enhancements : Complete Request on Denial Requests rejected by approvers can now be moved automatically to any completed
Closing comment email
Is there a way to add the closing comment to the email to responder notifying them the ticket is closed?
Extending SLAs
Hi, Is there a way to extend SLAs? Rather than having to create a new SLA/ticket? Thanks, Jareth
The authtoken will be EOL-ed in February 2021 (Revised EOL Date - March 15th, 2021)
Dear Users, EOL for Authtokens will be effective from end of February 2021 and Authtokens were already deprecated as announced already in the forum post. Breaking Changes - Authtoken EOL OAuth is the industry standard protocol for client authentication
Error duplicating request SD On Cloud
In those days, at SDP On Cloud all technicians can duplicate request, but since yesterday they tried to duplicate a single request and they cannot do this. Only SD Admin can do this duplicate.
No Login Methods Supported using Zentyal mail server
We are working with Service Desk Plus on Cloud using Zentyal email address but the incoming server did not connect. We tried change the Email type port to IMAP/IMAP TLS but always appears the message: "No Login Methods Supported". May you have some information
SD security roles
Hi, Can you explain what each of these do? And also let me know if there is a way I can stop certain technicians from changing the priority field please?
provisioning app error
Based on the authtoken going EOL which is currently working for me just fine. I am trying to get the provisioning app setup to use the new OAuth and it tells me my admin account does not have sdadmin privileges, which it does, please advise. i also
I don't see Execute Script under ACTIONS on our Templates
Hello, We are in evaluation of ServiceDesk Plus Cloud. I'm trying to evaluate the ability to run java-script onFormSubmit. In the OnPrem version we own, this function is listed as a ACTION under the Field and Form Rules of a Template. On our cloud instance,
Masterclass 2021 - Episode 1: 6 incident management hacks to implement using ServiceDesk Plus Cloud (24th February)
The ServiceDesk Plus masterclass is back this year, and in the first episode, we will be looking at six incident management hacks in ServiceDesk Plus Cloud. Ensuring that incidents don't affect business operations hinges on timely resolutions aided
Data protection issue
Hi, A client of mine has mentioned that when they select the Emails to Notify when creating a ticket they can see the email of every client we have on the system, how do we stop this.
ServiceDesk Plus Cloud Login Problem
All the sudden around 1/29 2:30am UTC we are unable to login to the ServiceDesk Plus Cloud getting "your browser is outdated and not secure" although our browser Chrome or Edge is the up-to-date. Is there any server issue?
VMWare Host Hardware Scan Missing Items
Hi, Running SDP On Demand, when scanning my VMWare (6.5) hosts for asset collection, the hardware data is incomplete. These are Dell servers. I get the Name, Model, Operating System, Product ID, Processor and Logical Drives but I am missing Service Tag,
ServiceDesk Plus On-demand Evaluation License
Hello, what is the symptom after an evaluation license become expired? I guess it automatically move to free version. If I'm right, how many technician will be applied? 1 tech like the same as on-premise ver? Please kindly let me know.
Additionial Fields requester template
Hello, I'm trying to configure a template/ form. However I can't add additional fiels to the requester page. the only one which is showing up is the radio buttion, which isn't what i need because I need the users to be able to tick several boxes. For
Client logins
Hi, Is there anyway a client's login can be tied to their Office 365? Thanks
Requester ticket view
We send out a directors reports which is an html report listing each department tickets. Where should the directors wants can get more details concerning a ticket by clicking the tickets hyperlink. However when they login they receive an error message
Free SDPOndemand for COVID-19 vaccination centers [High Priority]
Hey guys, I had asked a few questions to start a SDPOndemand (free) tenant: i've gotten back answers. Because the given answers were 'short' and 'default' answers I wanted to highlight the purpose of what we are trying to do. See ticket 6694855 for the
We unable to find online technicians on ticket portal. Please advise
This issue is not for the entire team. Find the below image for your reference.
Next Release : Webhook, Release Notifications, Asset name format and Asset Loan Query Reports for ServiceDesk Plus Cloud
Dear Users, We are planning for the next release with enhancements in Webhook, Release Notifications, Asset name format and Asset Loan Query Reports. Kindly refer below for more details : Webhook Webhook URL now support substitution variable. You can
Deprecating Support for Authtokens and URI model in REST API's
Dear Users, We would deprecating support for Authtokens and URI model in REST API's of ServiceDesk Plus Cloud. Deprecating AuthTokens in SDP Cloud: SDP Cloud REST APIs supports two types of authentication, AuthToken and OAUTH. Of these, OAUTH is more
Image on Emails
Hi guys, It is possible to add an image on the Email Reply for new ticket creation ? I want to create a email signature with images.
Upcoming Release : Change enhancements, Asset Replenishment, Site Locale & Locale Specific Notification Templates and Service Requests SLA Enhancements
Dear Users, We are gearing up for the next release with Change enhancements, Asset Replenishment, Site Locale & Locale Specific Notification Templates and Service Requests SLA Enhancements for ServiceDesk Plus Cloud. Kindly refer to the below details
API / REST API v3
Hi, I'm trying to use the API with Servicedesk Plus On Demand, and I'm confused as to which version to use. I'd like to use v3 as described here - https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html (which does suggest it's a beta version) and I have created an Authtoken and can do some queries, for example getting an individual request details. However I'm struggling to use input_data to filter all requests - for example to get a specific request from its display id
Two questions
Hi. 1.How could I add custom field when adding new requester, I would to have "computer name" field when adding new requester, so I added this field but I can't see it when creating new requester? 2.I cannot configure gmail to retrieve/send emails all
Can't add requester login access email address
Hi There, I have a problem to add an email address to a requester to activate the web login for Self Service Access. It comes an error message "IAMError:U123:User present in a different organization; remove this association to perform the action" What
Moving cloud datacentre from US to Euro
Currently our SD Cloud instance is hosted in the US, is it possible to migrate to Euro datacentre?
I need help on how to change request ID
Hi! I am using SDP On Cloud Free version and I was wondering on how to change my requestID from a numeric number '0' to '21XXX' as desired.
Editing notes created by email
If I, as a technician, manually add a note to a request, I can edit it later. If I add a note by sending an email with ##nnn## in the subject line, I can't edit it. It seems to be treated like a reply. Is there a way to add an editable note to a request
Is it possible to show more than 10 requests on screen?
This was configurable in our on premse version.
How frequently does Microsoft Azure Integration Refresh Requesters
As we are making a change in AD how frequently is the data refreshed on the requester. For example a department or phone change for a requester. Also, if a requester is deleted from SD Plus will the Azure Integration add them back if the account is still on premise to SDP in the cloud? One of our techs imported a requester list during setup and we can't tell what was imported from each source and now have duplicates. I would be OK with deleting all duplicates if the integration will simply re-import
API Upload Attachment
Hi, I am trying to upload a file to a request but am getting an error To test I am using Postman before I implement it in .NET Now according to the error I have to configure something but I have no idea where that setting is, I assumed that to upload a file I should use FormData and pass along the file,filename and addtoattachment { "response_status": { "messages": [ { "status_code": 4001, "type": "failed", "message": "UPLOAD_RULE_NOT_CONFIGURED" } ], "status": "failed" } }
Query Reports
Why can't I edit any of the Query Reports in SD+ Cloud? We'd like to have a copy of the Requests by Latest Notes report for only a subset of categories but can't edit even a copy of a Query Report.
Creating a requester
Hi, I've been trying to create a requester and it comes up with this, But this email doesn't exist on the system anywhere, I had deleted this User and tried to re create but now this pops up. Any help? Thanks
Support for First Name and Last Name
Dear Users, We are preparing for the release to support First Name and Last Name. A brief note on this new enhancement : Users can now be addressed by their first name, last name, full name, or preferred name. Introduced new fields First Name and Last
ServiceDesk Plus Cloud API
Hello, I would like to know if it is possible to get a list of open request, that have a certain subject, and status is open using the Cloud API for ServiceDesk Plus? It looks like it might be possible, but I am fairly new to HTTP Rest Request and just need some insight. Maybe it is not possible with current version. I'm using the documentation provided here: https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#get-all-requests Thanks
Projects Module Gant view in MESD+ Cloud
We have 70 projects built in to the Projects module spanning the next 4 years of high level roadmap. When you select the GANT view for these projects nothing shows past the end of 2021. I cant see the last dozen or so projects. I have checked that all
Next Release : Enhancements in Solutions, Changes, Zia and Setup
Dear Users, We are planning for the next release set of enhancement's in Solutions, Changes, Zia and Setup for ServiceDesk Plus Cloud. Kindly refer to the below details : Enhancements Solutions Topic Owners for Solution Topics You can now assign
Dias Festivos por pais
Hola, tenemos varios sitios, en varios paises, cada pais con sus correspondientes dias festivos. No entiendo como debería cargar los días festivos, si es que debo repetirlos por la cantidad de sitios que tengo, por ejempplo en ARGENTINA son 5 plantas
Masterclass: Advanced Series - Session 2 - Hack your service desk for the new normal (Oct 28)
Dear customers, In this session of the advanced masterclass series, we will discover ways to adapt your service desks to the current crisis. In other words, normalize your service desk to adhere to the new normalcy by using the cloud version of ServiceDesk
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