Surveys
Hi, I was wondering if there was any planned work on surveys? At he moment it's very limited in what we can send out to our customers. Thanks.
Assign Task to Project Owner
For service and project templates, is it possible to auto-assign associated tasks to the technician/project owner? We have several templates we use, and everything a ticket or project is created and assigned, 30 or so tasks must be picked up by the technician
Editing Close Request Template
Hey i am really new to manage engine here, we just started using it. Going around tweaking things. Does anyone know how i can edit the fields presented when you hit "close" button on a ticket? Currently there are two comments fields which seems redundant
Perform grouping on Reply Template
I have multiple reply templates and would like to do the grouping for better user experience. Possible to do it? * I'm using SDP Cloud version
Qualifications
Hi, Not sure where to ask this but, do most people on this forum have a qualifcation around IT and what recommendations could you make about which qualifications would help the most. Thanks.
URL for clients
I lost and now can not find anywhere in the admin console the URL I would give to clients to put in a ticket. How do I find said URL?
Business rules - notification rules - email different users
Guys, I'm frustratingly busy trying frantically to get something quite simple done: I create a business rule that triggers when a new request is created by someone specific, and with a certain subject. If a request matches those rules and is created: then send an email to about 15 different users in my corporation - that's it. I fail where email addresses or contacts must be typed in. I cannot type in a single email address. It seems as if the application is hindered so much that nobody but technicians
Filtering tasks / Hiding closed tasks on a request
Hi, I'm a ServiceDesk newbie. Does anyone know if it's possible to filter/hide completed tasks from the Task List view on a Request? Some of our requests will have several tasks associated with them to track resolution of reported issues. It'll be useful
Report executed date error
I'm getting this now:
Masterclass 2021 - Episode 3: Build Efficient Change Workflows Using ServiceDesk Plus Cloud (28th April)
In the third episode of the ServiceDesk Plus Masterclass 2021, we will discuss how you can craft effective and efficient Change Workflows using ServiceDesk Plus Cloud. We will also discuss how you can tweak different aspects of your change enablement
Email Fetching Stopped Working
Background: Our network was hit with a pretty nasty virus that we have just finished recovering from. I noticed that since the day we were hit, the mail fetching has stopped making attempts to fetch email to auto-generate tickets (the timestamp of the
Update Email to User List Updates
I have team members, executive staff, who are requesting that when they receive an email about updates for their ticket it should include what was updated. Is there any way to include 'what' was update for the ticket in the update template?
Customize Requester View of Solutions
Hello, I would like the option to Customize Requester View of Solutions list This would really keep the area cleaner and allow user to focus on finding the Solution Add a more pronouned search bar in the solutions list area. Hide extra columns from the Requester view of Solutions. We would l like the ability to hide the ID, Comments,Last updated by fields from view I see that templates are coming and I hope that incorporates some this funtionality. Thanks
Asset Probe Cannot Scan Certain Computers
Hello, I am trying to run a probe at one of our locations but it is failing to pull in the machines on the network into assets. As well, on certain machines it is failing to scan machine details (OS, Hardware/Software, etc). Running the selfscan.exe
Masterclass 2021 - Episode 2: 5 hacks to create and deliver an effective Service Management using ServiceDesk Plus Cloud (24th March)
In the second episode of the ServiceDesk Plus Cloud masterclass, we will discuss how you can build an effective Service Catalog that is ideal for your organization's needs. Key areas that will be covered in this masterclass episode: Hack 1: Define
Managing Delegations
Hi Just wondering how other people use the delegations feature? In our old tool we had this feature and it was primarily used by our executives and their assistants. The assistant would be permanently setup as the executive's delegate, both the executive
Update/Create User Using API
Using https://{base path}manageengine.com/api/v3/users/{id of the user} I'm able to find users. I want to be able to make and update users using the API. Whenever I try to use the post or put method I get errors saying Invalid Method. Is there a way I
Maintenance Task Scheduling
It would be awesome if we could schedule maintenance tasks to start in the future at a certain time with a repeating schedule. Currently, there is no way for us to schedule out a maintenance task to be created at to trigger at a certain time with the
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
IT service request by external
recently i purchase service desk plus standard edition, i would like to know, how the external people for example, site office peoples want to send the IT service request by some portal using the link. how can i create a portal and is it available in
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
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