Survey Link Renders Incorrectly
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
SD+ On demand Test environment
Hi How does someone with an existing Prod environment go about getting a replica stood up for test and dev purposes, please? I'm talking On Demand here. Cheers
Please Help, I need to do a report on WORKLOGS
Hi There, i hope you can help me? I have created a worklog group. When an engineer does work on a Request that is chargeable, he puts the hours in the worklog. I need to run a report for our customer with all the worklog/draw down that has been used
New Feature in assets , Enhancements in assets , Zia and Behavior changes in assets
Dear Users, We are elated to announce the upcoming features in assets, enhancements in assets, Zia Prediction for Sub Category and Item and behavior changes in assets. Below is a brief run-through of the same: New Features Asset Life Cycle
Requester Access To Site Requests
When giving a requester access to view all requests for a site for auditing purposes, add an option for the requester to also view deleted requests, or at least add a drop-down option for this. This would allow us to give users in our quality group to
ServiceDesk Plus Cloud: Service Availability
Dear Customers, We observed access issues with our customers in EU data centre. The service is stable and accessible now and our teams are continuing to monitor the service availability. We apologize for the inconvenience, and we'll keep you posted with
SD Cloud Office365 Mailbox access stopped
I have raised a support ticket with Manageengine but looking to see if anyone else having issues with picking up emails from their Office365 mailboxes. We have 3 instances all with unique mailboxes in Office365 which have stopped working at the same time
Remove email from ManageEngine ServiceDesk Plus Cloud : LDAP Users Sync Results
Where is the membership to this report administered? I am getting bounce backs for a former employee.
feature to mandate group or other fields from inline view of request module
Hi Team, I think it should be made possible to mandate the group or other editable fields from Request view page PFB view which I am refering too. Since this will impact where group is mandated and technician clear's the selected value for this.
issue while coping Business rules from one site to other
Dear Team, We are trying to copy business rules from one site to other but could see on rules with critera gets copied and no action is updated for any BR. Use: I am trying to copy one of the site's business rules, technician groups, SLA which is currently
Reporting on 'self-solved' requests
I haven't found it yet, but I'm still really new to the software. Is there a way to get metrics on solutions that caused a requestor to resolve their own issue? When they go to the self-service portal and open the default request form, once they start
How I can add discription of ticket on Kanban view?
How I can add discription of ticket on Kanban view? I created custum table Company, with fields. I want to view some of them on a tickets in kanban view. Can I?
Service Desk Plus Mail server settings
Hi All, im just in the process of setting up and testing the cloud version of service desk plus but I'm having some issues with the mail server set up and getting a generic error I've tried a Cpl of different ports but still the same issues Server name
Masterclass 2022 - Episode 2: Delivering exceptional IT service experiences with ServiceDesk Plus Cloud (March 30)
Hi there, The ServiceDesk Plus Masterclass 2022 series is back with the second episode! In this session, we will discuss how you can deliver great IT customer service to your organization in a hybrid work environment with ServiceDesk Plus Cloud. Service
Using a Custom Script to Calculate "Minus 2 Business Days"
Hi All, My organization has recently moved to using ServiceDesk Plus/ManageEngine to manage our various helpdesk tickets. One team uses a form with an additional Date/Time field called Depart Date (UDF_DATE_2) that we would like to use to update the Due
Service desk plus SaaS mobile IOS crash issue
Service desk plus SaaS mobile IOS crash issue when I try to add the URL and click save the application crash
Upcoming enhancements in Notifications ,Custom operational hours ,changes ,solutions ,purchases ,Integrations.
Dear Users, We are elated to announce the upcoming enhancements in notification , custom operational hours , changes , solution , purchase, Integration . Below is a brief run-through of the same: Enhancements General Notifications Support
Edit built in fields name?
We are creating templates for end users to input their issues, and we would like to rename/reword some of the built in fields. Can this be done?
View a Technicians groups
Hi, When you select the Technician Group on a Request/Task/Problem etc it shows you who the members of that group are. However if you do not know which groups a technician is a member of, without SDAdmin permissions there is no way to find this information
Make "Resource Info" Searchable
Would it be possible to make the "resource info" fields searchable within service desk? Our biggest use case is new starter and leaver forms but unless we put the details (usually name) in the ticket contents as well, we cannot search them.
Upcoming enhancements, behavior changes and UI changes in Service Request SLA
Dear Users, We are elated to announce the upcoming enhancements, behavior Changes and UI changes in Service Request SLA.Below is a brief run-through of the same: Service Requests SLA Enhancement Configure how an SLA is applied to a Service Request
Masterclass 2022: Episode 1 - 6 ways to implement effective incident management during hybrid work (Feb. 23)
Hello All, The ServiceDesk Plus Masterclass series is back again for 2022 with a new season! In the very first episode, we’ll discuss six ways to design and implement a proficient incident management strategy using ServiceDesk Plus Cloud. In a modern
REST API for Announcements and Broadcast Message
Hi. I tried finding the API in V1 and V3 with no luck...is there an API to add/change/delete Announcements and Broadcast Messages? What we want to do is take our info from StatusIQ and also post an announcement on the employee portal and then send a
How does the math for "under licensed" work?
Hi All, I have a piece of software. Installed on 10 computers. Licensed on 5. I have 20 licenses. Shows I have 15 available licenses. But still shows up as Under Licensed? WHY?
Langauge of Service Catalog
Is there anyway to deliver two versions of service catalog? We need to deliver services in french and english. The major issue is: Service categories and additional fields do not have an alternative language option (our workaround is "english word /
Visibility of Tasks within Helpdesk
Hi, We currently do not use tasks within SDP as we find their visibility within the system to be somewhat lacking. The only easy way we can find to 'list' the outstanding tasks is via the home page and "My Summary" Is there the option to add it to the
Automating scheduled end dates of tasks to sync with scheduled end date of ticket
Hi. We have some templates for specific types of tickets. There are nested tasks within these templates. I would like to automate the scheduled end dates of these tasks to match the scheduled end date of the ticket. Can this be done?
Mail Server Settings - Internal Error
Hello We cannot make any changes in Mail Server Settings since last week. When tried to remove account, "Internal Error" message shows up. ( Please refer to the screenshot in attachment) We cannot remove nor add or change anything in Mail Server Settings.
Notification when put on hold with note
I was able to set a Trigger to send a notification when a ticket is put on hold to the requester. Is there a way to include the note that is added when put on hold into the notification? I looked through the available variables and do not see an option.
Upcoming release in Reports,Enhancements in Custom Function Usage Stats and Release Roles,Behavior Changes in Release roles
Dear Users, We are elated to announce the upcoming release in Reports,enhancements in Custom Function Usage Stats and Release Roles,behavior Changes in Release roles.Below is a brief run-through of the same: New Features Create Custom Widgets from
Email Notification "A new request is assigned to you" Remains in default instead of using modified template
You guys might be able to help me here because I am doing circles now and cannot figure this out. When a ticket is assigned to a technician, an email is sent. We modified all the templates under Automation / Notification Rules The email received has
SDP Cloud Technician Management
I manage an SDP Cloud instance with 260 techs. Managing that population is difficult and tedious. A couple quick problems: Unsorted technicians -- When assigning technicians to a group from within Edit Group, the Available Technicians are not sorted by
Additional Fields single and multi-line do not accommodate enriched text
Additional Fields single and multi should accommodate enriched text. This is a quite usefull feature as in some cases info added on such fields need to be enriched, like tables, URLs or just bold, rather than just plain text.
Field type for "users"
As similar to system field "Editor", would be good to have the chance to have Additional Fields with type "user". Ideally, based on that field, several conditions (form rules, notifications, approvals or tasks) could be triggered.
Enrich template: WebURL clickable + Custom Text
Here are two suggestions to enrich the request templates: 1. Can you make the Web URL Field Type clickable when it is disabled? It is used to store URLs and we find it very handy to link to external documentation / procedures in service request management.
Technician signature in reply template
Hello, we have recently migrated from SDP on-premise to cloud and hoping someone can assist. In our on-premise instance the reply template was configured as follows so that the technician's signature is included as part of the message, and the previous
Update/modify requester for multiple requests
Hi, is there an option besides going from one request to another, to update field: Edit Incident - Requester Details Section - Requester Name? I was struggling on how to split and assign "Area Supervisors" to their Shops in order to see all the requests
A way to CC?
Hi, My clients have asked for a way to CC more than one person at a time but I can't see a way to do this? I have created a new field called CC but this only allows them to add one extra person. Is there an option I am not seeing?
Upcoming Release: Secondary Email and Technician Additional Field Enhancements
Dear Users, We are ready to unwrap the upcoming enhancements in CSV & Provisioning tool user import. Below are the details, - OrgAdmins/SDAdmins can add a secondary email to user accounts via CSV import of users or using provisioning tools. However,
Auto assign assets to site when assets are created ?
We want technicians to manage their respective sites without seeing each other. In assetexplorer there is a option "Auto Site Allocation" Is there anyway to do it on SDP Cloud? Can i use trigger and custom function to do it ? but i can't understand custom
Next Page