Service Plus Cloud platform - integrate AD server
HI All, Wanna ask if our client look for SDP cloud version and want to integrate AD server to SDP cloud version. Any pre-requisite they need to do in their AD server or their firewall? and instead of using download provision app, any other method can integrate AD server to SDP?
ESM: How to rise to meet new service management challenges
We hope you all are safe and healthy. It’s our pleasure to bring you our webinar "ESM: How to rise to meet new service management challenges," featuring Forrester Principal Analyst Charles Betz, on May 27 at 9am PDT. With remote work becoming the new norm, service management professionals across companies now need to deliver services remotely. Employees can no longer just walk up to the service desk team when they need something. In this scenario, a single corporate portal that acts as the pit stop
Attachment Size Limit for Requests and Solutions
Hello, I was wondering what the size limit is on file attachments for both requests and solutions in ServiceDesk Plus Cloud? Also, is it possible to change the size limit? Thank you.
Dashboard
In the old version the dashboard of request count sumarises the total requests received in the period, but in the new ui it does not show the sumary, this is very important to me.
Ability to Filter Dashboards by Group
Hello, I believe a very valuable feature would be to filter dashboards and the different dashboard graphs by technician group. Currently, SDP only allows for dashboards to display information regarding every ticket within the entire system. Lots of this information is irrelevant to certain technicians. Most organizations have multiple groups or teams within their IT department so being able to filter the dashboard based of the different technician groups created in SDP would allow each technician
Delete inactiv User with Provisioning App
Hello, is it possible to delete inactive User via sync with the Provisioning App? Because i always get these information in the Log -> "[1] Ignoring User due to Inactive status : xyz@domain.de". The Users will not delete and stay as inactive. best regards Falko
Ability to Keep Existing UI When New Update Goes Live
Hello, I had a question regarding future updates to ServiceDesk Plus Cloud. I noticed recently they released a new UI beta version. Being that we set up SDP with the current old UI, when the official release of this new UI goes live along with any future UI changes, will we be able to keep the current older UI? Will there be an option to switch between the two even once the final version is released? I think it would be quite confusing to rapidly switch our entire organization over to the new UI
Automating Azure AD User Import?
Hey all, Has anyone found a way to automate the importing of users from Azure AD to SDP Cloud, or directly to the ESM Directory, as Requesters? Needing to do this manually is rather annoying, so I'm hoping that it's something someone else has been able to figure out
[Survey] The state of ITSM in the COVID-19 pandemic
Dear Users, We hope you are safe and healthy. Since organizations around the world have mandated work-from-home policies for their workers, IT teams are facing new challenges in delivering services effectively. To understand how IT service desk teams have risen to the occasion, we have decided to conduct a five-minute survey among IT admins and service desk staff to record their experience with remote work, especially in the areas of remote support tools, automation and self-service, and IT budgets
Using SDP+ with E-mails (reloaded)
Hi All, I'd like to reinitiate the discussion on this issue, and also if possible, get an update from the Zoho team about the progress in related feature requests, for eample, as discussed here: https://pitstop.manageengine.com/portal/community/topic/sharing-ticket-conversation-update-with-group-members I understand that SDP+ was designed to be mainly used via the GUI, and that makes perfect sense to me. However, there are several notable cases where using E-mails still makes sense, and i think the
Workflow for Request
Hi, We have a requirement for a process to follow when a certain request is raised, firstly the request needs to be automatically assigned to a certain person, then once they have completed their task, the request is assigned to another person, then once they have completed their task it goes for final approval. Is there a possibility to build a workflow to automate these tasks in this service request? Thanks Tom
ServiceDesk plus Error message; something went wrong when using outlook add-in
Hi everyone, I am hoping that someone here will be able to help me out. A few of my colleagues are having this message pop up when they try to use the servicedesk plus for outlook (please see attachment). This obviously isn't Ideal and we should be spending our time as technicians clearing our tickets and not having tickets raised about the ticketing system. is there a known fix for this or can anyone please point me in the right direction. Many Thanks, Grant
API v3 - Return More than 10 items
What is the proper format for the URL to return a list of all the technicians. I can't seem to get the syntax correct. This always returns 10 technicians: https://lanvera.sdpondemand.manageengine.com/app/itdesk/api/v3/technicians?input_data={"list_info": {"row_count": 20}}
"Mode" Field Auto-Populate when Incident is Submitted
Hello, I was wondering if its possible to make the "Mode" field within an incident auto-populate based on the method it was received. For example, If a customer e-mails the service desk about an incident vs placing a ticket on the portal. I noticed it autopopulates on the technician's view when a ticket is submitted via e-mail. However, If the customer places a ticket through the ServiceDesk Plus portal, that field stays empty on both the requester and technician's view after the ticket has been
Communications to Third Parties from within a ticket
Is there a way to start communications to pre-defined third parties from within a request/problem? For example, if a problem is for a failed device that we have support for - to be able to "Contact Vendor" or "Contract Support" in order to continue the process within the Service Desk instead of breaking out to E-Mail etc.. Status can then be set to "Await Third Party" until they respond - keeping all comms inside the ticket. This side of the comms not being visible to the requester. Likewise for
Delete core objects in ServiceDesk Plus Cloud
I see that there are default core objects in SD and I want to delete them but it will not let us. I am the owner of the instance and it will not let me. Keeps saying its tied to another source but I cannot find where. Is there an easy way to delete default objects?
FCR in a Template
Is it possible to create an Incident Request Template that is set to "Closed" with FCR and User acknowledgements pre-checked? I can't seem to locate that option in the Template creation fields.
Masterclass 2020: Session 1- Managing major incidents with ServiceDesk Plus (29th April)
Join the Masterclass series 2020 to learn how ServiceDesk Plus can help you handle everyday ITSM challenges in an effective way. In the first session, on 29th April, we will discuss how you can leverage various capabilities and integrations of ServiceDesk Plus to handle a major incident, explained with a real-life incident faced by an internet service provider. In this session you will learn about: Integrating ServiceDesk Plus with tools like OpManager Automating ticket handling processes through
Using filtering options in the API
Hello I've just started using the API, I've been using PostMan to get familiar with the specifications. I've successfully managed to get past the authorization steps. However, I'm trying to use the "list_info" and "row_count" setting. But It doesn't seem to work. I attach a screenshot.
SDoD means to change Default site assignment - no requests without a SITE option
Hello, I noticed following issue. Once e-mail created request is received and created there are no means to change request "Site" assignment if request was created as "not in any site" or "-" . I understand Site is based on Requester settings and deprtment. But if this is a new requester or simply Site is not in DB this request will ONLY get SLA and Automation rules from Default Site. We can shift requests between different technicians Groups but if I have different SLAs for technicians in other
Migration Tool or Guide
Hi, I would like to ask if there is a tool to use for cloud migration. We are currently using SDP on prem and planning to move to cloud.
Problem template status field
Hey is it possible to set form template status field value of our choice currently it by default value take is open i want to change that value on form load . Please suggest a way to do that
With one email address, we cannot login to multiple organizations of Service Desk Plus Cloud.
With one email address, who has already joined to another organization cannot to join our organization. We cannot do what we can do in the other cloud service such as "Salesforce". We use it in communities to build an ecosystem with several companies. With each own one email address, we want to make "ServiceDeskPlus Cloud" available in various domains, regardless of the service usage in each company.
Set Standard Subject in SDP CLoud
I would like to know how I can have a Service Desk template that asks for certain information NAME, COMPUTER_NUMBER, etc. and then upon Submit it changes the subject line to something like: Subject: NAME has been assigned computer number: COMPUTER_NUMBER That way, all requests made by that Service Request Template all have the same subject format as well. I did this with Execute Script in form rules with On-Prem, but can't figure out how to do this in the cloud. Thanks,
Dashboard Widget - Requests by Group
I love the new dashboard layout and widgets to create your own. This is working out well for us. However, I've noticed that I don't have a widget to sort "Requests by Group". This would come in really handy for us since I assign tickets by group to most area. Thank you.
View Tasks and Requests on One Screen
Is there a way to see both the requests and tasks that are assigned to you on one screen? Unless I am missing it, my team and I have to check under requests and tasks to see what is assigned.
SDP User Introduction
Has anyone drafted any documentation to be shared with users introducing SDP and the basics of how they can use the product. I figured I would ask the group before starting from scratch to develop my own. BG
SDP and Email filtering
Is anyone using the ServiceDesk Plus hosted version with any email content filtering apps like Barracuda, or Mimecast. I would like to hear how you got around the email configuration of the appliance not connecting.
Incident Template
We receive automated emails into ServiceDesk Plus from a system which are logged as incidents using a specific template. However, the requester is set to the senders email address and we would like to change this to another requester automatically. Can Service Desk Plus do this? If so, how?
Mandating a Field for Announcements
Hello, I was wondering if its possible to have a few specific fields mandated when users create announcements? I know its possible for templates but I can't seem to find it anywhere for announcements. For example, I would like to make "Announcement Type" field required before an announcement is created. Thanks!
Error with Mail Fetching
Currently getting this error message with the mail fetcher: Error while connecting to mail store: javax.mail.MessagingException: connect timed out; nested exception is: java.net.SocketTimeoutException: connect timed out I am not seeing anything on the smtp server that would timeout the request.
Ability to add notes to contracts
It would be great to be able to add notes to contracts as a way to document progress on renewals or to log decisions about the contract. ie. We are not going to renew this.
Requesters Close or Resolve their own tickets?
It is possible for a Requester to close or mark Resolved their own request? I've given them edit access of the Status field. However, when creating a request the only option is Open - which I guess makes sense. However, what if a person fixes the issue on their own, and no longer needs the request? I can't seem to find the right access to allow this, unless they are a technician.
Import Workstations not successfull
Hi, I would like to import workstations from Excel list. After setting parameters like File Format, select File, etcetera, I click Next button. No response. Please advise. Regards, Ronald
[SOLVED] Project gantt should use custom views
I'm trying to figure out how to make use of custom views for the project list when in Gantt view. This would be of great benefit to me as I have around 30 projects in my IT division which then fall under 5 smaller teams that I manage. I have a custom view for each team so I can see just the projects in the list for that team. However, switching to Gantt view is not very helpful as it appears to just show projects for all IT divisions under it and I must manually select all the projects I want to
Tab order in the "New incident" form does not include the recently modified "Site" and "Technician" fields
These two fields were modified in a recent update. Prior to the update, when on the "Department" field, pressing tab would put the focus on the "Site" field, then on the "Technician" field, and then on the "Category" field. Now the two affected fields are skipped, going from "Department" to "Category" directly. And if you cycle the full tab order of the form, the two fields are never touched. Please review and solve this. It is just renumbering the tab order, this task should not take a developer
Switch from on-premise to cloud
Hello sdp - Team, we`re thinking about switching from our on-premise Installation to your Cloud-Installation. How is the procedure there and whats about the costs? We`re currently using a Standard Version. Thank you.
Setup API Connector with Dell Boomi
Hi there, I am quite new to this API integration thing. I'd like someone to connect with my machine to help me setup the api connector with Dell Boomi. I've followed the instruction on: https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#introduction However, I'm running into multiple roadblocks. I've gathered all the information required (I think) but I don't know where to put some of the information. I would appreciate someone to reach out to me and helping me to
Email ID's to notify including conversations
Is there a way to have the email ID to notify to be notified or cc:ed for conversations and not just for when a request is created, resolved or closed?
Help with Archiving old requests
I am trying to set up Archiving. I've set it to archive Closed Only, Closed over 1 year ago. So we have heaps of tickets that can archive. But nothing Archives. Am I supposed to set a schedule somewhere. The Help says... "Click on Save button to save the configurations. The archiving process starts at the specified time and repeats after every mentioned period." I'm not sure what it means by "Specified Time". I have not seen anything anywhere that allows me to specify a start and repeat time.
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