Problem with Priority/Priority Matrix for Changes and Problems
Hello, I believe there is a bug in how impact, urgency, priority, and the priority matrix were created. If the administrator sets the priority matrix according to impact and urgency, only incidents and service requests follow the rules dictated by the priority matrix. Changes, problems, and any other request does not follow the rules dictated by the priority matrix. The priority matrix setup tab doesn't explicitly state anywhere that the priority matrix rules only apply to incident and service requests
Custom Query Report on SDP Cloud
Hi all, I'm doing a POC for a customer and it's the firts time we try SDP Cloud. Let me say that the new UI it's amazing, it's the main missing thing from the SDP OnPremise VS competitors, so nice catch! But, apart of one bug with form rules (for what I have opened a ticket), I'm missing the feature to create custom report by query. For example, my customer need the same report as this thread https://pitstop.manageengine.com/portal/community/topic/timespent-report-requests-project-and-changes how
mx.zohomail.com Email rejected your message
Hi All, I deleted a technician and assigned the tickets to a new technician, however now Im getting bombarded with the following issue,any ideas?? any ideas? mx.zohomail.com rejected your message to the following email addresses: noreply@zohoaccounts.com Your message is too large to send. To send it, make the message smaller, for example, by removing attachments. mx.zohomail.com gave this error: MailPolicy violation Error delivering to mailboxes Diagnostic information for administrators: Generating
Create Purchase Order From Email With Business Rule
Is it possible to create a business rule that looks for incoming email with certain text in body and then creates a purchase order that shows on the Purchases Tab??
CMDB - Ability To Move CI's To Different CI Type?
I currently have some CI's that I have added all the relationships to but now I want them under a different CI Type Parent. Mainly to differentiate with different icon. However, I can not find a way to do this. The only way currently is to delete the CI and then recreate it under the new parent CI Type that I want it at. Is there any way to do this without having to delete it and recreate the CI plus all the relationships???
Masterclass 2020: Session 3 - Implementing an effective change management process with ServiceDesk Plus (June 24)
In the third session of the masterclass series we will discuss the change management process, define the different types of changes possible, and how to implement them with minimum disruption to the organization. We will also discuss how a company moved their entire on-premises infrastructure to the cloud using ServiceDesk Plus, and how they were able to plan such a large scale change and effectively implement it. In this webinar, you will learn how to: Set up a change management process Build change
First Response
When a new email arrives, a call is automatically created but unassigned with only the Subject, description and requester fields completed. At that point a technician edits the call to add a priority, impact, assign to a technician etc. Is there any way at that point to automatically set the 1st response or add a note which would set the 1st response? Maybe using a custom function?
Business Rule
Hi, I can't seem to get this Business Rule working. When a new request arrives, and the To-address is sapsupport@****.com, I want the Group to be set to "SAP", but nothing happens. What could be wrong?
Next Release : Requester Home Page(SSP) Customization
Dear Users, We are gearing for the release of Requester Home(Self Service Portal) Page Customization and below are details with UI shots to give you a heads up : Requester Home Page(SSP) ServiceDesk Plus Cloud now brings in the customization of your requesters' home page to include the necessary information and to give an enhanced end user experience. You can tailor every element in the home page, including widgets, layout, and theme to meet your end user needs. The requester's home page features
Customizing Table View Settings Globally
Hello, Our organization was wondering if theres a way to make the table view settings global. By default, ServiceDesk Plus does not enable the "Priority" column within the requests view. You are allowed to enable this field to be shown via the the table settings. However, this only changes it for the user who adjusted the setting. Is there a way to set up the table settings so all technicians see the priority column? The screenshot below shows what I'm referring to. If this is not a current feature,
Manageengine service desk plus integration with 3rd party app
Dears, My client wants to integrate Manageengine service desk plus with 3rd party app (IBM Resilient SOAR platform) . he wants to trigger action from Manageengine to create incident on Resilient based on specific criteria . For me I can write the code which will create incident in Resilient as a python code. My questions are: where should i put my code in ManageEngine ? how can i define the criteria to trigger my code ? criteria may be critical tickets opened on Manageengine or by admin order.
Migrating to hosted version
I have been running Service Desk Plus locally for a number of years. I am going to be moving to the hosted version and I am wondering if there is a best practice for migrating my data, which is mostly Request Data and attachments. I am using the built-in Progress database on a Windows 2012 server. Thanks
Add new request form to existing website
Hi, Is it possible to add the new request form to an existing website for users to submit requests rather than redirect them to the portal? Is there a html or php code or something we can add to the page that would achieve this? We currently use Helpdesk Plus cloud. Thanks
Changing Navigation bar colour
Hi, is it possible to change the navigation bar colour on the requester portal, as black doesn't fit with our logo? we have already changed the colours for the technicans area but can't seem to find anything for the requesters portal . Thanks
KanBan View - wrong totals by groups
Hi, There are problems with the KanBan views - number of request per status is wrong when displayed by group, sometimes on opening, other times after a page refresh. If i select a view from 'My groups', with Kanban view, some requests displayed are not from the selected group. If a i select the List view, then Kanban view, requests displayed are ok. If i refresh the browser, requests from other groups are displayed.
Deluge Search Criteria SDP CLoud
Hello all, Is there any way to put multiple logical operators conditions on a criteria MAP like at the end of topic? criteria_map.put("field","subject"); criteria_map.put("condition","contains"); criteria_map.put("value",requester_subject); search_map.put("search_criteria",criteria_test); //Perform get records task to fetch the required records response = zoho.sdp.getRecords("Request",1,40,search_map); { "field": "subject", "condition": "contains", "values": requester_subject
SDP Cloud vs SDP On-Premises question
Hi All, I have viewed that there are some difference on SDP cloud and SDP On-Premises. I did not understand the following features why only available in On-Premises and may you elaborate more on the feature: Only available in on-premises: “Request Management: Request sharing with end users and agents” What is the meaning of end-users and agents? Is it the user not in a requester or technician role in SDP?
Service Desk Toolbar Logo
With the Navigation pane at the top of the screen, in the old UI my true company logo used to appear, in the new beta UI it is just block letters of the logo, and not the actual log, is there a way to show the actual logo? If I click on the hamburger/tictactoe board to the right of the current logo, when that opens it shows my actual logo, and that is what I would like to appear in the Navigation pane instead.
Asset Management via SDPODAPI
I've been fighting with the API documentation found here: https://api-sdpondemand.wiki.zoho.com/ And finally was able to submit requests via the API, but the documentation completely omits how to add/edit/remove assets (servers, workstations, etc.) via the API, and that is a crucial task that's been assigned for me to figure out. Is it even possible to add/edit/remove assets with the Service Desk Plus On Demand APIs? If not, the customer we're implementing this for, who specifically wanted this product
ServiceDesk Plus Standard Free Edition Cloud or On Premise
Is the ServiceDesk Plus standard free edition, is this cloud or on premise for the free version or do you have a choice of the 2? I tried Cloud put its put me on the enterprise trial. Thanks
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
Next Page