SD Ondemand IP addresses for email
I was looking to confirm whether we could drop the old IP addresses from the SDP allowed IP addresses for mail pickup but noticed the old ones are still referenced in the KB and not the new ones. https://pitstop.manageengine.com/portal/kb/articles/mail-fetching-issue-related Can you confirm what IP addresses are in use so we can clean up as needed. Thanks
Provisioning App query result not show any user
I configured provisioning app as guide, every thing done and check ldap ok but step query ldap not show any user to import on SDP cloud More detail in an attach file
ServiceDesk Cloud: Time Spent Report
Hello, We've recently migrated to the cloud version of Service Desk from on-premise, I'm trying to configure my timespent reports, but various fields are missing and wondering if it was something that will be possible to add the following fields to the selector in the near future or does anyone know how to include it in the reports for the cloud version? Time Spent Start Time Time Spent End Time The query of the original report is as per below, but I couldn't find query options in the cloud version
Allowing Technicians to Modify Change Status in Change Request
Hello, In our organization we were wondering if its possible to allow technicians who are not the Change Requester or Change Owner to progress the stage and status of a Change Request? For example If I created a Change Request and would like my colleague progress it to the next stage. Thank you for the assistance. Sincerely, Neil
Ability to Sort on Custom Fields in CMDB
Hello, I was wondering if its possible to sort by columns within the CMDB in ServiceDesk Plus Cloud? With the table settings it allows you to add other fields, but I'm not finding the ability to sort by columns. In the attached screenshot below, we would
Next Release : Request enhancements and behavior changes
Dear Users, We are gearing up for the next release on Request enhancements and that includes few behavior changes too. Below is a brief note on the enhancements, changes & issue fixes : Behavior Change in Request Field Mandate Field mandate defined in request templates will take precedence over Form Rules that make the same fields optional, as opposed to the earlier behavior. This behavior change applies to instances where you have mandated certain fields in a request template and then used the
Report of Requests That Have Been Reopened Through Email
Hello, I was wondering if there is a way to create a custom report that would allow our organization to view all requests that have been reopened through email by the requester responding to the request closure email. I greatly appreciate the help. Thanks! Sincerely, Neil
exporting list of administrators
i'm trying to export the complete list of administrators from my servicedesk user list but can't find the proper query or field...does anyone have a suggestion? the user export cannot be edited by adding columns, so i can't use that apparently...
Automatic calculation of Estimated Hours and Actual Hours on Projects with Deluge
Hi, I have asked to support about the implementation of the automatic calc of Estimated and Actual hours in projects (that I think it's a basic feature) but this feature is missing ang also not going to be implemented soon. So, my question is: will it be possible to implement it with scheduled scrirpt on Deluge? Like, for every project, find every milestones/tasks and sum up the worklog and the estimated hours and report it back on relative fields of the project? Thanks Manuel
Report Email Removes formating, Sending as one long line, removing all blank lines
I am using Servicedesk Plus in the cloud When I send an email from my custom report and write some information, it removes all the blank lines, the the recipiant just sees one long line of text Is there an option I can set to stop this?
Differences between IT and non-IT assets
What are all of the differences between IT and non-IT assets? What additional functionality do you get when something is classified as an "IT asset"? The help file doesn't really talk about it.
Masterclass 2020: Session 4 - Building an effective IT asset management strategy with ServiceDesk Plus (29th July)
In the fourth session of ManageEngine's Masterclass 2020, we will discuss how to manage all assets in your organization's IT infrastructure, and optimize asset usage. Stay on top of your assets with an IT asset management (ITAM) strategy that helps you keep track of both hardware and software assets throughout their entire life cycle. We will look at how an educational institution upgraded from Windows 8 to the latest version after Microsoft announced end-of-life (EOL) and end-of-support for Windows
Processing incoming email: Creates new request instead of appending to existing request
Hi all, We're having some issues with the automatic processing of emails to our SDP OnDemand instance. In most cases, an email sent to the correct address with ##RequestID## in the subject line (where RequestID is a valid, existing number,) will be added
“The State of ITSM in the COVID-19 Pandemic” survey report
Hi there! We hope you’re safe and healthy. The pandemic triggered the workforce’s rapid migration from offices to home-based work environments. This effort was largely driven by IT teams like yours. Your team has likely tackled various challenges and overcome gaps to establish a productive remote work environment. To better understand the implications of the pandemic on ITSM, we decided to gather insights via a survey, ultimately receiving responses from over 500 IT professionals around the world.
Ability to View Status Change Date in Change Reports
Hello, I have a request for a feature enhancement that could be useful for our organization and potentially many other organizations that utilize Change Management in SDP Cloud. Having the ability to view the date and time that a status was changed would be very useful in the reports section of SDP. For example, being able to see the date and time for when Change Requests were approved in the CAB Evaluation stage.
Is there a way to have all notes/replys expanded in conversations
Is there a way to have the conversations always expanded? Currently only the most recent note/reply is expanded and depending on the issue there may be multiple updates and it becomes a tedious task to uncollapse each note/reply in order to view it.
Dashboard changes
Hi I have a technician who is unable to change a widget from a line chart to a bar chart. Is there a permission setting which I am missing?
If not renewing the SDP Online Subscription
We are using Service Desk Plus Standard plan online portal . We have 10 technician license and the subscription will expire in next 4 months time. If we don't renew the online subscription what will happen?, I have few queries about that. 1) Can the technicians
Business Rules for Change Management
Hello, I believe the ability to create business rules for changes would be a very useful feature within SDP Cloud. Currently, business rules are only able to be created for incidents and service requests. To give an example of usage, our business would like to make particular fields on the change request template default to a particular value and not allow the requester to switch it. Templates only allow you to set default values on change requests, but the user is able to override the change if
Updated By
Hi Is there any way of reporting who first updated a request after it was created? I can see it in the history of the request but I need to be able to report on it. Thanks in advance.
Problem with Priority/Priority Matrix for Changes and Problems
Hello, I believe there is a bug in how impact, urgency, priority, and the priority matrix were created. If the administrator sets the priority matrix according to impact and urgency, only incidents and service requests follow the rules dictated by the priority matrix. Changes, problems, and any other request does not follow the rules dictated by the priority matrix. The priority matrix setup tab doesn't explicitly state anywhere that the priority matrix rules only apply to incident and service requests
Custom Query Report on SDP Cloud
Hi all, I'm doing a POC for a customer and it's the firts time we try SDP Cloud. Let me say that the new UI it's amazing, it's the main missing thing from the SDP OnPremise VS competitors, so nice catch! But, apart of one bug with form rules (for what I have opened a ticket), I'm missing the feature to create custom report by query. For example, my customer need the same report as this thread https://pitstop.manageengine.com/portal/community/topic/timespent-report-requests-project-and-changes how
mx.zohomail.com Email rejected your message
Hi All, I deleted a technician and assigned the tickets to a new technician, however now Im getting bombarded with the following issue,any ideas?? any ideas? mx.zohomail.com rejected your message to the following email addresses: noreply@zohoaccounts.com Your message is too large to send. To send it, make the message smaller, for example, by removing attachments. mx.zohomail.com gave this error: MailPolicy violation Error delivering to mailboxes Diagnostic information for administrators: Generating
Create Purchase Order From Email With Business Rule
Is it possible to create a business rule that looks for incoming email with certain text in body and then creates a purchase order that shows on the Purchases Tab??
CMDB - Ability To Move CI's To Different CI Type?
I currently have some CI's that I have added all the relationships to but now I want them under a different CI Type Parent. Mainly to differentiate with different icon. However, I can not find a way to do this. The only way currently is to delete the CI and then recreate it under the new parent CI Type that I want it at. Is there any way to do this without having to delete it and recreate the CI plus all the relationships???
Masterclass 2020: Session 3 - Implementing an effective change management process with ServiceDesk Plus (June 24)
In the third session of the masterclass series we will discuss the change management process, define the different types of changes possible, and how to implement them with minimum disruption to the organization. We will also discuss how a company moved their entire on-premises infrastructure to the cloud using ServiceDesk Plus, and how they were able to plan such a large scale change and effectively implement it. In this webinar, you will learn how to: Set up a change management process Build change
First Response
When a new email arrives, a call is automatically created but unassigned with only the Subject, description and requester fields completed. At that point a technician edits the call to add a priority, impact, assign to a technician etc. Is there any way at that point to automatically set the 1st response or add a note which would set the 1st response? Maybe using a custom function?
Business Rule
Hi, I can't seem to get this Business Rule working. When a new request arrives, and the To-address is sapsupport@****.com, I want the Group to be set to "SAP", but nothing happens. What could be wrong?
Next Release : Requester Home Page(SSP) Customization
Dear Users, We are gearing for the release of Requester Home(Self Service Portal) Page Customization and below are details with UI shots to give you a heads up : Requester Home Page(SSP) ServiceDesk Plus Cloud now brings in the customization of your requesters' home page to include the necessary information and to give an enhanced end user experience. You can tailor every element in the home page, including widgets, layout, and theme to meet your end user needs. The requester's home page features
Customizing Table View Settings Globally
Hello, Our organization was wondering if theres a way to make the table view settings global. By default, ServiceDesk Plus does not enable the "Priority" column within the requests view. You are allowed to enable this field to be shown via the the table settings. However, this only changes it for the user who adjusted the setting. Is there a way to set up the table settings so all technicians see the priority column? The screenshot below shows what I'm referring to. If this is not a current feature,
Manageengine service desk plus integration with 3rd party app
Dears, My client wants to integrate Manageengine service desk plus with 3rd party app (IBM Resilient SOAR platform) . he wants to trigger action from Manageengine to create incident on Resilient based on specific criteria . For me I can write the code which will create incident in Resilient as a python code. My questions are: where should i put my code in ManageEngine ? how can i define the criteria to trigger my code ? criteria may be critical tickets opened on Manageengine or by admin order.
Migrating to hosted version
I have been running Service Desk Plus locally for a number of years. I am going to be moving to the hosted version and I am wondering if there is a best practice for migrating my data, which is mostly Request Data and attachments. I am using the built-in Progress database on a Windows 2012 server. Thanks
Add new request form to existing website
Hi, Is it possible to add the new request form to an existing website for users to submit requests rather than redirect them to the portal? Is there a html or php code or something we can add to the page that would achieve this? We currently use Helpdesk Plus cloud. Thanks
Changing Navigation bar colour
Hi, is it possible to change the navigation bar colour on the requester portal, as black doesn't fit with our logo? we have already changed the colours for the technicans area but can't seem to find anything for the requesters portal . Thanks
KanBan View - wrong totals by groups
Hi, There are problems with the KanBan views - number of request per status is wrong when displayed by group, sometimes on opening, other times after a page refresh. If i select a view from 'My groups', with Kanban view, some requests displayed are not from the selected group. If a i select the List view, then Kanban view, requests displayed are ok. If i refresh the browser, requests from other groups are displayed.
Deluge Search Criteria SDP CLoud
Hello all, Is there any way to put multiple logical operators conditions on a criteria MAP like at the end of topic? criteria_map.put("field","subject"); criteria_map.put("condition","contains"); criteria_map.put("value",requester_subject); search_map.put("search_criteria",criteria_test); //Perform get records task to fetch the required records response = zoho.sdp.getRecords("Request",1,40,search_map); { "field": "subject", "condition": "contains", "values": requester_subject
SDP Cloud vs SDP On-Premises question
Hi All, I have viewed that there are some difference on SDP cloud and SDP On-Premises. I did not understand the following features why only available in On-Premises and may you elaborate more on the feature: Only available in on-premises: “Request Management: Request sharing with end users and agents” What is the meaning of end-users and agents? Is it the user not in a requester or technician role in SDP?
Service Desk Toolbar Logo
With the Navigation pane at the top of the screen, in the old UI my true company logo used to appear, in the new beta UI it is just block letters of the logo, and not the actual log, is there a way to show the actual logo? If I click on the hamburger/tictactoe board to the right of the current logo, when that opens it shows my actual logo, and that is what I would like to appear in the Navigation pane instead.
Asset Management via SDPODAPI
I've been fighting with the API documentation found here: https://api-sdpondemand.wiki.zoho.com/ And finally was able to submit requests via the API, but the documentation completely omits how to add/edit/remove assets (servers, workstations, etc.) via the API, and that is a crucial task that's been assigned for me to figure out. Is it even possible to add/edit/remove assets with the Service Desk Plus On Demand APIs? If not, the customer we're implementing this for, who specifically wanted this product
ServiceDesk Plus Standard Free Edition Cloud or On Premise
Is the ServiceDesk Plus standard free edition, is this cloud or on premise for the free version or do you have a choice of the 2? I tried Cloud put its put me on the enterprise trial. Thanks
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