Planned US Datacenter Maintenance on Dec 25th, 2021 and 01st January, 2022 from 6:30 PM to 09:30 PM PST
Dear Customers, We have planned a annual infrastructure maintenance on our primary Data Center in the USA on 25th December, 2021, between 06.30PM and 09.30PM PST, and on 01st January, 2022, between 06.30PM and 09.30PM PST. This maintenance will help
Solutions appearing from when raising an incident
We have just implemented solutions and discovered that the system looks at common words for example The, and,at. So when an user is raising a ticket if they are using common words the suggested solutions are brining everything up with The in them this
New incident template form.
Hi, New incident from fetched mail is created with "Default template" from Incident Template list, or we can select template used for create incidents from e-mail? I want to assign Site and Group for specific requester. I created new rule under "Incident
Log4j vulnerability in ServiceDesk Plus Cloud edition
I would like to know if our SDP Cloud is or has been vulnerable to log4j. On the forum I only read about the on-prem editions.
Assets - Software Description
I am unable to add a description to scanned software. When I click on the description of any software entry, it pops a screen that appears that I should be able to add a description, but the field does not allow for any input. We are looking to be able
Agent for Asset management in service desk plus on demand
looking into new service desk solution and was looking at the cloud based service desk plus. we have a number of remote users that don't always connect to our network but we own the pcs. is it possible to use agent based asset management with the cloud based solution?
How to set the Due Date By field or custom Due Date Field from Email Command
I have followed the example from the help file without any luck @@Due Date=22 Nov 2021, 10:30:00@@ ---****Custom field*** @@DUEBYDATE=22 Nov 2021, 10:30:00@@ Nothing is working any help?
Exchange Online "legacy protocols"
I have received an announcement from Microsoft advising Exchange Online (Office 365) legacy protocols are to be retired Oct 13th 2020. Can you advise when/if SD Cloud will have OAuth 2.0 in order to continue to be able to pick up emails from Office365 email accounts. Thanks, text below for info. Basic Authentication Retirement for legacy protocols in Exchange Online MC191153Beginning October 13, 2020, we will retire Basic Authentication for EWS, EAS, IMAP, POP and RPS to access Exchange Online. Note:
Upcoming Release: Enhancements for Problem, Change, Asset and Dashboards
Dear Users, We are ready to unwrap the upcoming enhancements for Problem, Change, Asset and Dashboards. Below are the details, Problem Form Rules Introducing Problem Form Rules to help you create rules based on custom criteria to perform various actions
does SDP cloud has Format Painter function
I see "Remove Formatting" button, but can't find the Format Painter one.
can't use the "Drop files to attach" function
Hi team, I was trying to use this function but it can not attach any file. I wonder whether I did wrong operation or the function is not available.
Change Subject of Service request based on resource info fields
Hi, Does anyone if its possible to be able to take 2 resource fields, combine them, and then replace the subject of the service request? For context, our new starter form has resource fields for first name, surname, start date etc, but its not easy to
Time displayed in the Created Date is not the local time
We are evaluating and using the SDP On-demand Standard version and noticed that all requests are not displaying the correct time(local) time in the Created Date. Appreciate it very much for the help. Cheers!
Can I create a
Hi. New to SD+, but want to set it up to automate a few processes - the main ones are onboarding and offboarding. I'm creating my own service template for onboarding and have a couple of things I want to put in place. I have a Employee Start Date custom
API get Task list from a specified condition/field
Hello support team, I get confused and cannot perform the search for all tasks owned by a specified owner. As the document here listed: https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html#list-info list_info
[Take a two-minute survey] The state of ITSM two years into the pandemic
Hey there, We're conducting a two-minute survey among IT professionals to understand the effectiveness of ITSM during the pandemic. This survey will focus on understanding how the ITSM policies of organizations have held up over the pandemic and on
Approval outcome notification
Hi, I would like to request custom notification feature for change/release WF approvals. Use case: We use multiple approvals in our WFs. Each approval is going to specific CAB group based on various criteria specified in the WF to prevent technicians
Links to Attachments Need to be Included in Notifications
Our staff (both requestors and technicians in the system) prefer to respond to requests through email. I have been unable to find a variable in the notification templates to allow us to include them. We would like to have the following abilities: 1.
AD Connection
Hi everyone, I have two questions : 1) To link my ServiceDesk Plus Cloud users with the AD, should I use the Porvision App from the ESM Directory or the SyncTool for Zoho Directory ? 2) The provision App keep giving me the error "the user name or password
Requests workflow
Requests workflow is quite limited in ServiceDesk Plus Helpdesk module. I'd like to have a basic workflow that would: 1) submit an approval upon request submission 2) based on approval acceptance, trigger a task to a specific group 3) based on the task
ESCALATE by email
Does anyone know of a way for a user to escalate a ticket by replying to the original email they receive when they placed the ticket. When they reply to a ticket it goes into the conversations and I need a way for them to escalate the ticket to the IT
Best practice for removing requesters who have left the organisation
Hello, As the title says, I'm looking for some guidance/best practice on removing ex employees, but retaining their history of incidents, requests etc within the system. Thank you.
DUPLICATE CASES once we changed mail server settings to Modern authentication
Dear, please note, that from the moment when we switch the mail server settings to Modern one few months ago. ServiceDesk starts acting strange and is creating duplicate tickets, so informing requestor several times but with different CASE number. Also
Enable worklog required option in Life Cycle
Can you set an option that when executes a transition in Life Cycle the WorkLog can be mandatory.
import virtual hosts failed using the sample csv
Hi there, I was trying to import some virtual hosts into SDP oc and I used the sample file the system provided(workstations_sample.csv), but the import failed reporting the Error msg "Workstation Product is not compatible with Product Type". So it means
Technician report by groups - Reports
Hi Team, We are looking for a "Groups associated with technicians" report. Use case: In our organization, there are hundreds of technician groups that are available. Now we would like to see the details of which technicians are part of each group.
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 4: Build a unified enterprise self-service portal with ServiceDesk Plus Cloud
Hello there, In this webinar, you'll learn how you can use ServiceDesk Plus Cloud to build a unified enterprise self-service portal that enables users to access services across departments like IT, HR, or facilities. We will also discuss enterprise
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, This announcement is regarding the IP whitelisting for those organizations using their mail server, configured in ServiceDesk Plus Cloud application for mail communication to & fro i.e Mail Fetching and Mail Sending to & from ServiceDesk Plus Cloud accessed through https://sdpondemand.manageengine.com/ i.e served from US data center. As part of improvements to the systems and infrastructure, we have introduced 4 new IP addresses to be whitelisted and we request our customers to make
Change WF export to PDF, WF editor performance
Hi, I have noticed that the Export as PDF function in Change Workflow Editor generates only the header and footer (see attachment) if the WF is bit more complex (close to 80 nodes, stages with 7-8 statuses, multiple switches with +-5 values each). In
Survey rating for Technician Widget
Hi. When we add the Survey Rating for Technician Widget to any dashboard, it just sits there processing and never shows any results. I attached a screenshot of what we see which are the dots moving left to right. Thanks
Desktop Central integration with SDP Cloud?
On this page: https://www.manageengine.com/products/service-desk/hosted-on-premise-vs-saas-cloud.html?btmMenu ManageEngine says that Desktop Central will integrate with both on-prem and Cloud. How do you integrate them? The only thing listed in SDP Cloud
Archived Database retrieval
It was recently brought to my attention that our database has been auto archiving information after 3 month of being in a closed status. I need to run reports on that data and haven't been able to. I need to see about getting the archived data reinstated to be able to run reports on it. Please let me know the steps or procedures on un-archiving the information. The reports are need ASAP and will determine if a new employee is warranted for our department, so there are a lot of people waiting on the
TeamViewer integration- ServiceDesk Plus Cloud
Hello there, IT support teams all around the world are facing a great challenge due to the sheer complexity of delivering IT services to their clients remotely. We're excited to announce that ServiceDesk Plus Cloud has integrated with TeamViewer to
Email chain not discarded in reply
When replying from an email client the whole email chain is put in as the requester's reply. Normally ticket systems discard everything under a reply line, as the email chain is already in the ticket.
Release to change association
Hi, Similar as you can use ${associated_requests} to get Request <-> Change relationship, is there a way to include change IDs associated to release in webhooks or notifications? Or get it via API? I know it is not officially supported yet, but the benefit
[ServiceDesk Plus Cloud] 7-day license extension for customers affected by the recent access issue
Dear Customers, On September 15, 2021, users of ServiceDesk Plus Cloud experienced access issues with the application hosted in the US data center, which might have led to service interruptions and application downtime for our customers. Please check
itdesk REST API: always getting invalid ticket
Hello, I"m creating a script for bulk loading the worksheet into Service Desk Plus (cloud version, the one at https://sdpondemand.manageengine.com/). Using my everyvday user I've created a Self Client at the developer console, I use it to get the authorization
Does the cloud SDP integrate with Desktop Central?
I had tried to use the cloud version of SDP but it seems to be missing a lot of settings that the on-premise has, also I cant see where to integrate DesktopCentral.
Using test users for SDAdmins
Hello team, as service desk admin I found quite useful to see how system set up changes are reflected on other technicians and requestors end. In order to do so it's quite useful to have have a testing user for such purpose. I normally ask my other admin
How to get last_updated by field using rest api?
When we fetch request, we get created_by, last_updated_time etc fields. but I could not find last_updated_by in the response. Is there any way to get this field?
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