Maintenance tasks in the cloud version of SDP?
Hi Guys, In the onprem version of SDP we could use Preventative Maintenance Tasks to automatically create a ticket for the weekly tasks due on that day and have it run each week/month. We have now moved to the Cloud version of SDP and cannot find a similar
Auto Replies to new ticket based on Subject
I have a need/want to set up auto replies to tickets based on the subject line of the ticket... so if a user submits "I need help with my printer" it would see printer in the subject and then send a pre-made reply template with "Printer Troubleshooting
Changing default legend in SDP Cloud, Tech Availability Chart
Hi guys, We are running the cloud version of SDP and instead of having the legend as below... Is it possible to have headings such as "In Office", "Annual Leave", "Training" with the appropriate colours? Thank You
Upcoming enhancements in general,changes,projects,releases
Dear users, We are elated to announce the upcoming enhancements in general,changes,projects,releases.Below is a brief run-through of the same: Enhancements General You can now configure and customize announcements as banners. You can now create
Add TimeStamp to reply and forward template
Hs anyone figured out a way to add a timestamp to the reply or forward templates? I have a user request currently to have the time of the last technician update or response in the body of the reply/forward notification. I have looked through a lot of
IMAPs and o365 with cloud managed client
So i just got off the phone with support and was able to fix this with their help. If you are like me, you watched the video and looked at the web pages, and cant find any OAUTH settings. This is for the cloud hosted one. There is a little window in the
Is there any way to scan XP/2003 computers?
We still have a few XP/2003 workstations. but the SelfScan.exe is not support these OS. But the vbs script "ae_scan.vbs" is still can run on XP. i tried to run it and i could generate the XML result file. But i don't know if we can upload this result
ManageEngine User Conference: London 2022
Dear Customers, ManageEngine's customer event this year will be better than ever. And it's just a few weeks away! This two-day event is packed with leadership forums, product technical workshops, one-on-one networking meetings, and product certifications
Delete accidental email on request
I have a technician who accidentally replied to the wrong ticket. I know the email has already been sent to the requester but is there no way for us to delete that email from the ticket conversation? What if it contained sensitive information? I would
Assets API: Get an asset by a serial number or an asset tag
As documentation suggests, we can get an asset by a unique internal ID. But is there a way to get an asset by its serial number or service tag? Sample GET request URL https://sdpondemand.manageengine.com/app/itdesk/api/v3/assets/162000000000961231 We
status_code 4000 when getting a list of assets via an API v3
Can you, please help me figure out how to get a list of assets via the API v3? First am requesting a token that has enough permissions to multiple scopes: As a result, I can successfully access the requests endpoint: However, when I am trying to get a
Can I still export filtered list from within request module?
Previously with our on prem instance of ManageEngine we had the ability to go into the request module and filter if desired then export to .xls, pdf. etc. Can this be done with hosted version of service desk plus?
Fetching stopped but we started again and still no tickets
Fetching is running but we haven't received any tickets. No changes have been made for this to stop fetching.
Is there a way to include the conversation thread in a reply
Hello, My technicians are asking if there is a way to include part or all of the conversation thread when replying to a case. It seemed like at one point this was possible when using the reply link on the red comment bar but now all we see is the reply
Is there a way to hide super admin from Technician
Is there a way to hide super admin from Technicians so that no one assign a ticket to him.
[SDP Cloud] Make the attachment field mandatory for requests
Hello Support. Please help with these questions. Question 1: In ServiceDesk Plus Cloud (OnDemand), is it possible to set the attachment as mandatory for incident and request templates? ServiceDesk Plus OnPremise allows you to make this configuration through Field and Form Rules (FaFR). We need to establish the attachment as mandatory when registering a new application. Question 2: Does ServiceDesk Plus Cloud allow you to configure additional fields of Attachments? Regards, Rafael Vega.
Performance issue
anyone else having issues with the platform at the moment, i can action tickets and i think it does the action but doesn't display the changes i have made, the mail server hasn't synced in 2 hours last update i can see was about 2 hours ago as well.
PowerShell Rest API V3 OAuth2 and SDP in Cloud
Dear Community, we would like to use PowerShell Rest API V3 and SDP in Cloud. We followed the instructions from this page: https://www.zoho.com/accounts/protocol/oauth/limited-input-devices.html and trying to to create initiation request -https://www.zoho.com/accounts/protocol/oauth/devices/initiation-request.html
What is "service" used for in purchase module?
I created a test PO and select the "service: item. After i received item. Where can i find it? Thank you. Not like the products. i can find it in the assets module..
Site or Department custom fields
Maybe I'm just missing it somewhere. How do you go about adding custom fields to the Site or Department items? I'd like to add a field for an internal reporting field titled "Cost Center" but I'm not seeing either of those categories available in the
Masterclass 2022, Season 2 - Episode 3: Build life cycles and workflows with a visual builder to standardize processes (October 26)
Hey there, The third episode of this season's Masterclass series is arriving soon! In this session, learn how IT teams can visually track various ITSM practices like incident management; service request fulfillment; problem management; change, project, and
Access Worklog Timer using API
Is there a way to start and stop the worklog timer from the API?
There is a Limit for Tasks we can Upload, using files from Microsoft Project .mpp ?
We are getting FAILURE status hen we are Uploading Projects. There is a Limit for Tasks we can Upload, using files from Microsoft Project .mpp ? Thanks, Teno.
There is a limit number of Entries for Milestones?
In the Project Module, I need Add more milestones but looks like there is a limit. Could you comment. Thanks. Teno.
Requester can't add attachment in web portal after opening request
I have noticed that the only way a requester can add an additional attachment to their request is to reply in line to an email with the attachment included. Can a requester add an attachment to one of their tickets from the web portal after it is opened
Can i add any popup windows in custom funcions
We are testing Asset Life Cycle and wrote some custom functions. But we faced these problems. need your help. Thank you. 1. Can i add a confirm button when i click the asset life cycle button. currently, if i click the button carelessly . the asset's
Response due by time field is missing for requester view
Hello Team, We have noticed an issue that, as technician view, we can see both Response Due by time and Responded time fields but with requester view, they can see only Responded time not the response due by time field. Without response due by time field
Resolved time field is not available on request details page
Hello Team, We have noticed there is no "Resolved Time" field available on request details to track when the request was resolved but it is available in reports and filters. Please check this issue and add it this field on request details page.
Appending field
Hello, I'm trying to append a couple fields to the subject line in SD+. The code I've got is: //get first + last name and append to subject to include full name if($CS.isFormSubmit()){ var firstName = await CS.getValue("UDF_FIELDS.UDF_CHAR2"); //new hire
Upcoming Enhancements in requests,Assets and Reports
Dear users, We are elated to announce the upcoming enhancements .Below is a brief run-through of the same: Enhancements General Permission to View Technician's Cost Per Hour New option in Activities Time Filter Requests Resource Quantity in Service
Request Date field to be now +2 business days
Hi team, we are looking to create an onboarding form, where we do not allow the end user to specify a date field, less than now + 2 business days. Any suggestions on how we might be able to look at doing this? The business case behind this is, that we
SQL Reports in Cloud
I can see all the SQL reports but am unable to run or create any am I missing something?
Worklog addition field for SDP On Demand
Hi How can I add additional filed for SDP OnDemand? I have it on my on-premises SDP but I cannot find how to create IT on my cloud installation Thanks Paolo
Upcoming enhancements in Native Email Service
Dear users, We are elated to announce the upcoming enhancements in Native Email Service. Below is a brief run-through of the same: Enhancements Native Email Service ServiceDesk Plus Cloud's native email service is available by default for
Need Custom Report on Time Elapsed for Pending Tickets
Need Custom Report on Time Elapsed for Pending Tickets: We report daily the list of Pending Tickets and Breached Ticket. I would like to present to the teams an added column that shows how long this ticket has been in an OPEN state. As I understand it, if the ticket has passed through on hold during its lifecycle the TIMELAPSED doesn't reflect this. How can I effectively show how long a ticket has been lying in an open state in a report. Do I need to write a customer report or can the system
Approval history report with comments
how can we get the approval history report and with comments in this cloud SDP?
Export & import data
Hi I would like to ask about ManageEngine - Helpdesk is it possible to export data from on promise (server ) version and imports to Could version ?
Resource questions in Reports, Business rules and Triggers
Hello Team, We are using resource questions in many templates in our organization. For reports, how we can generate it with the resource questions details. Currently in SDP Ondemand, we dont have any option to execute query and get the report. atleast
Best practice for MFA enabled ServiceDesk Plus (Cloud) account
Good day, I would like to review what are the best practice solutions to securing the service account when all accounts are MFA enabled. Current Azure setup uses contitional access. A Policy is setup to require Multifactor Authentication on all user
User Defined Fields Used to Create Dynamic Subject Lines
Hello, I have created a Service Request Template for new Teacher account creation. Within this template are user defined fields that I would like to have populate the subject line when submitted. I have attached a screenshot to help explain. Thank
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