Error connection to Exchage server
We are truing to configure cloud version to work with our Exchange server, but we get error Failure:Email settings saved. But error occurred while trying to check connection with mail server - Problem connecting to mailbox:[connect timed out] We tried
Is it possible to add categories to the incident catalog?
We do not see the option to create the categories within the incident catalog. Is it possible that it does not exist? Greetings.
Reports and Public Views for Requesters?
Is it possible to give Requesters access to the Reports module in Service Desk Plus for cloud? If so, how do you do that? I have also created some Public Views that are showing up for Technicians but not Requesters. Is there a way to create additional
Building an enterprise service desk with multiple service desk instances on ServiceDesk Plus
In this session of the Masterclass: Advanced Series, we'll look at how ESM works in ServiceDesk Plus. You'll learn how to integrate and manage different instances for different business functions using ServiceDesk Plus' ESM features. Join to learn the
Technicians (that also need to be requesters) can't reply to tickets by email
Hi Guys, Got a 2nd person in our org that is using MESDP for application troubleshooting, but needs to be able to log technical tickets by email and be able to reply to them by email, but they can't seem to do so as they are a technician in MESDP. Currently
OData Output for Reporting
It would be great to have the ability to use OData to integrate Service Desk with reporting tools like Excel and Power BI. Having a standard ODate entity would open the door to reporting outside of the application and building enhanced dashbords. While
Enhancements to Solutions
I would like to suggest a few enhancements to the Solution creation screen in ServiceDesk Plus Cloud(SDPC). Ability to expand the text window It's REALLY annoying and difficult to draft a solution within SDPC because of the fixed size of the text box
Scripting?
OK, to be fair, I just joined the forum to lookup something else, but it appears a no-starter. That being said, I noticed the word script in several of the posts, and wasn't aware scripting is an option. So there is a recent change where a script could
Client views
Is there a way to alter the views available to a client?
Average Closure Time by Category
I have been trying to get a custom report to work with Average Closure Time by Category as a tabular report and while this sounds simple i can't get it to croup by category. I get one line for each request in the filter criteria. Any suggestions or a
Next Release : Mobile Device Manager Plus Cloud Integration, Custom Menu, In-Product Communication and other Enhancements
Dear Users, We are working for the next release with Mobile Device Manager Plus Cloud Integration, Custom Menu, In-Product Communication and other Enhancements. Below is brief details on these features : Mobile Device Manager Plus Cloud Integration ServiceDesk
IMAPS Connectivity to Office 365
We're having a really hard time getting IMAP to connect to our exchange online. Wanted to find out if anyone else is having similar issue or had issues and resolved it? We've verified IMAP is on for all users actually, logged in to the web for the user
Not able to reply to tickets
When I try to reply to a ticket it shoots me out and sends me back to my dashboard. Any idea on how to fix this?
SMS Notifications for Technicians
Hello, I was wondering if there is a way for only specific technicians to receive SMS notifications when a high priority ticket is opened. If so, how can this be configured? Thanks, Neil
Adding Sites and Groups to criteria for business rules.
We really need the feature of being able to use Sites and Groups for criteria in business rules. This has been available in the On Premise version for over 2+ years because we have been utilizing it. Thanks.
After hours and weekends ticket report
Hello, I need to create a report that shows the tickets that were created after operational hours (08-18) Monday thru Friday and anything over the weekend. The report needs the following items. Request ID Created Time Requester Category Subject Urgency Impact Technician Request Status Completed Time We are using Service Desk on Demand and Zoho Reports. Thanks Colby
The all-new UI of ServiceDesk Plus Cloud is here !
Hello everyone, ServiceDesk Plus' revamped user interface is released for the global audience. We are very excited to bring you this latest update. To ensure that users get the maximum potential out of the new UI, our product experts are hosting a webinar, where they demonstrate the new features and functions of the latest UI. Webinar details: What's new in ServiceDesk Plus Cloud's UI? Key takeaways: Learn to customize the service desk viewport for your convenience. Discover the benefits of Kanban-based
Showing attachements on request Conversations or Details tabs
Is there a way to display requester attachements on request Conversations or Details tabs?
Looking for customized Project Report to show task status (ovedue, closed last week, due this week) for project where I am the owner
My boss is requesting I provide weekly project reports and I was looking to get a custom report for projects where I am the owner that shows overdue tasks, tasks closed the previous week and tasks due this week I would like to see the following: Project
End of Support for Internet Explorer
Dear Users, Beginning with the General Availability of the New UI, ServiceDesk Plus Cloud will not support Internet Explorer to take advantage of modern web standards and to deliver improved functionality, security, and the best possible user experience. We will continue to support Microsoft Edge. Why we are discontinuing At ManageEngine, superior customer experience and enhanced security are our primary goals. With ServiceDesk Plus Cloud, we always strive to provide a modern, intuitive, secure
$RequesterName Variable for emails
Hi, I have been a SDP user for 6 years and now running my own business i have implemented SDP-MSP, i am still wondering when we can have firstname lastname variables in the notification templates???? It is terrible to start and email with Dear firstname Lastname, it may be acceptable if demanding money or writing a formal letter. we wish to use something like Hi Firstname for 6 years we manually had to add someones name on each reply and still doing it no.
Certain Change Requests Missing Association Options
Hello, I was wondering why certain Change Workflows/Change Types are missing certain associations options such as "Requests Caused By Change"? Is there a correlation between the workflow or change type and which associations can be linked to the change? Thank you for the clarification. After trying to link the change directly through the incident, it appears the following error is being received. I'm assuming that the lack of the "Implementation" stage is the reason certain association options are
New SDP Cloud UI Launch Date
Hello, I was wondering what date will be the official launch date of the new ServiceDesk Plus Cloud UI? If there hasn't been an official date determined, is there a general timeframe or month that its expected to be released? Thank you. Sincerely, Neil
SAML in SDP on demand
Looking for the relying party identifier
ManageEngine Azure
Hello!
Question. Can I transfer queries and settings from the local SD to azure?
microsoft azure
i accidentally enabled the Microsoft Azure integration and now i cannot get it disabled, anyone know how to get around this?
Single Sign On Connection with Azure AD
When I go to the App feature within Azure AD, I only see Zoho Apps. I do not see anything for ManageEngine. Are we able to setup SSO to work with Azure AD or does it have to be an on-premise AD? Thanks,Liam
"Save and Send" Option and Group Notifications in Announcements
Hello, I had an idea that could be useful for Announcements within ServiceDesk Plus Cloud. Normally if you make an edit to an existing announcement, the "Email Users" field is cleared out meaning you would need to re-enter in the email addresses every time you make an edit. My proposal would be to have this field stay populated with the email address that was entered the first time and create a button that says "Save and Send" as an update option. This way you could resend the email notification
The launch of ServiceDesk Plus' new UI is right around the corner
Hi there! After a successful beta test, ServiceDesk Plus' revamped user interface is all set to launch for a global audience very soon. We are very excited to bring you this latest update. To ensure that you and your team have a smooth switchover to the new UI, the first session of the Masterclass advanced series will be focus on the new user experience where our product experts will take a deep dive, demonstrating the improved interface and the new functionalities. Webinar details: Masterclass
ServiceDesk Plus Cloud - Custom Apps[Add On] Scheduled downtime for EU users on September 27th, 2020
Dear Customers, This downtime announcement is specific to ServiceDesk Plus Cloud users/organisations signed up in EU and for those who have enabled "Custom Apps" add-on. During this downtime, add-on "Custom Apps" in ServiceDesk Plus Cloud application alone won't be accessible and all other features & functionalities of the helpdesk will be accessible and work as intended We want to make you aware that we've scheduled a maintenance activity at our EU data centers on Sunday, September 27th, 2020, from
Next Release : Enhancements in Maintenance(new tab), Problem and Developer Space
Dear Users, We are planning for the next release with enhancements in Maintenance(new tab), Problem and Developer Space. Below is brief details on the features : Maintenance Module Preventive Maintenance Tasks are now converted as Maintenance module from where you can schedule and manage maintenance activities. Once a maintenance is scheduled, it will be executed as auto-generated requests to ensure smooth operating efficiency. The requests can be generated daily, weekly, monthly, periodically or
Can we integrate all the attributes from Azure AD.
I wish to integrate all the attributes of requester from Azure AD. When we imported it just takes the first Name, last name and Line manager. We wish to take all the department, organisation, all attribute details from the AD How can we do that?.If so How?
SSO Integration with Microsoft Azure
Dear all, I would like to integrate my Helpdesk ManageEngine On Demand instance with Microsoft Azure Active Directory to enable Single Sign On. I have been able to find the steps to do the integration with On-Premises Active Directory here: http://ondemand.manageengine.com/service-desk/ad-sso-integration.html, but I couldn't find anything on how to do the integration with Azure. Help?
API v3 - Can't close tickets
We are able to create tickets that are already in the closed status, but we can't close existing tickets via the API. Using the below Powershell snippet OR Postman, I can't get the call to succeed: If i purposely malform the request, I can get a JSON formatted error from the API, but in the correct format, I receive an HTML 401 page. Powershell snippet to close a ticket: function Close-Ticket { param([Parameter(Mandatory=$true)][Int64]$TicketId, [Parameter(Mandatory=$true)][String]$ClosureComment, [Parameter(Mandatory=$true)][ValidateSet("success", "cancelled")][String]$ClosureCode)
Importing users with the Provisioning Tool
When importing an Active Directory user using the Provisioning Tool, I want to set the user's language to Japanese. However, the language information is not registered in Active Directory. Is it possible to set Japanese as the default value? I'm sorry for my bad English.
On Hold Automatically Changes To Open Whenever The Requester Replies
Dear All, Is there a way to stop the ticket from automatically changing from On Hold to Open when a requester replies to their requests? Thanks
You have reached the maximum number of users that can be added. Please contact support for assistance
I am unable to add any requesters to my ondemand SDP. We have over 1500 users. https://sdpondemand.manageengine.com/app/itdesk/ Thanks Geoff
How to pickup warranty expiry date with SDP Cloud
Is there a way to have SDP Cloud pickup the warranty expiry date from Dell & Lenovo units?
Site as a mandatory field on requests
is there a way to set site as a mandatory field in a request template? i don't see the gear and don't know if there's another way to do it
Coming soon: Beta release of ServiceDeskPlus’s new UI
Dear Users, We are delighted that an all-new UI for ServiceDesk Plus Cloud will be here very soon. Along with a refreshingly new look, the new UI brings Kanban for request management, improved dashboards, and a visually aesthetic user interface. We have brought in over 100 micro enhancements, all aimed at improving the user experience. If this interests you, follow this thread for the beta release announcement. Btw, it’s sooner than you think. :) Regards, ServiceDesk Plus Cloud team P.S.
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