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
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
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