$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.
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.
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