Can we have pre-defined contact lists for out of the box communications?
Hello team, in Problem module you have an action that allow a Notification to be sent. Is there a way to use a list of contacts as such notification's recipients? Let me know. Regards
Analysis on the recent outage
Dear Customers, Please find the brief details on the analysis and what went wrong with respect to the recent outage : There was a sudden spike in the number of user requests to the application, which proportionately translated into a spike in the cache
Expected time of fix?
Issue with accessing ServiceDesk Plus Cloud
Dear Customers, Our sincere apologies for the inconvenience caused due to the non-availability of the ServiceDesk Plus Cloud application. We can assure you that our teams are already on top of the situation and working to bring the service back to normal.
Site down?
We are currently not able to get a hold of support team on the phone, in chat and created ticket. Is anyone else having issues with connecting to the servicedesk cloud plus? This is what we are seeing
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 3: An overview of ServiceDesk Plus Cloud's integrations with Microsoft services
Hello there, In this webinar, we'll explore the different Microsoft integrations available for ServiceDesk Plus Cloud and explain how they help you connect your service desk with your end users' digital workspace. Learn to leverage Microsoft services
Can't view requests
Hi, Everytime I try and view any tickets I am facing with the below. I'm not sure how to resolve.
Automating the "Submit for approval" action.
HI I have a question about the lifecycle feature in the automation section. I'm trying to automate the "submit for approval" action in the indecent template. what I'm trying to do is creating a transition that will automate the "Submit for approval" step,
Upcoming Update : Zoho Survey Integration,Enhancements in Imports and Releases , Behavior Changes in Changes and Releases
Dear users, We are elated to announce the upcoming releases in Zoho Survey Integration,Enhancements in Imports and Releases, Behavior Changes in Changes and Releases.Below is a brief run-through of the same: Integration Zoho Survey Integration ServiceDesk
ManageEngine named in the 2021 Gartner® Magic Quadrant™ for ITSM Tools for the second year in a row
Hello there, We are excited to announce that ManageEngine has been included in the 2021 Gartner Magic Quadrant for ITSM Tools for the second consecutive year. The Gartner Magic Quadrant for IT Service Management Tools is an annual publication that profiles
Asset Auto-Assign for SDP OnDemand
I know the on-premise SDP the process to Auto-Assign assets from asset scan results, but is possible with SDP OnDemand? Is there also a list of what fields/information can be captured through through asset scanning?
Survey Link Email bug
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
Release import
Hi, I already asked this in the feature announcement (here), but got no reply so far so I'm posting this as separate question. According to docu one cannot choose workflow for the imported releases directly in the csv, so I expected it to be selected
How to remove task from showing up under hold helpdesk dashboard ?
How do i remove tasks from showing up under ON-Hold ? i dont want task to show up in SLA or on any status is there any ways to achieve this ? status status
How to reset ID counter for Requests in Servicedesk Plus On Demand?
We have been raising requests for testing purposes and it seems the ticket is at ##300## and we haven't launched this user yet. How do I reset?
Request/Ticket creation through email & conversations to the request/ticket
ServiceDesk Plus OnDemand supports request/ticket creation through email and the configuration is detailed in the help document : http://help.sdpondemand.com/mail-server-settings Let's take a look at the behavior of how request/ticket is created through email & how conversations are appended to a request/ticket. A requester ["John"] sends an email to "it-helpdesk@mycompany.com" [which is configured under the Mail Server Settings-->Incoming Mail Settings --> Email Address]. SDP OnDemand process the
How to deal with autoreplies reopening closed tickets
Hi, How do you stop a ticket from getting reopened because of an auto-reply from a user? This usually happens when a user is on vacation or have left the company, in which case, Exchange online will send the auto reply that this user no longer exist.
Upcoming Release : Zia Predictions, Enhancements in Zia and Asset & CMDB
Dear Users, We are gearing up for the upcoming release with Zia Predictions, Enhancements in Zia and Asset & CMDB. Below is the brief details on the same : Zia Prediction Zia can now be trained to predict the relevant technician, category, and template
Team/Manager Requester Permissions - Ability to view their "Teams" tickets
Hi, Is it possible to setup a user/requester on ServiceDesk Plus On-Demand as a Team Leader/Manager so they can view all the tickets raised by their team? Example would be: Team - Engineering Manager Bob Team Members Sue Dave Tim Doug Team - R&D Manager Elise Team Members Karl Steve Sarah Claire In the example above, Elise would be able to view all her own tickets as well as all those raised by Karl, Steve, Sarah and Claire, but Sarah would only be able to view
Integrating On-Demand ServiceDesk Plus with Google Apps
Hi! I am currently evaluating this tool right now and in need of assistance. I'm not sure if this was asked already but we are looking for the possibility to integrate On-Demand ServiceDesk Plus with Google Apps mainly for authentication. Thanks!
Emoticons/Emojis for Survey answers
Hi, How can I configure a survey using emoticons/emojis as answers for questions? ☹,
Task Dependency for Service Requests
Hey There, I'm trying to figure out how to setup task dependencies for our "New Hire" template. Basically, when the new hire account is created, we want to following tasks generated for that particular ticket: 1. Create AD account 2. Setup Cisco Phone (dependent on task 1) 3. Create Application Accounts (dependent on tast 1) When task 1 is created, i would like a notification sent to the owners of tasks 2 and 3 saying that they can begin working. Any ideas on how to do this? Thanks in advance.
Export ticket data
Hello, Is there a way to export ticket data out of SDP cloud?
Helpdesk dashboard
anyone know how to customize Helpdesk dashboard or i was to completely isolate service request from incident i dont want them to show under hold status or in progress ?
Allow user to change site
Hi, Is there a way to allow the user to change the site when creating a request? We have a situation where the user may need to log a request for a site that isn't their default. Regards, Nathan
Can we?
Hi, Our clients have a budget of development hours they can consume they we determine if they're chargeable or not. I have a standard report to track this but I was wondering if we're able to set-up any alerts when there budget gets lower than a specific
Automatic Provisioning of New Users Work with Provisioning App?
I started off with the Azure AD User Sync integration but that imports everything which I do not want. I then worked with the Importing Requesters into ServiceDesk Plus Cloud using Provisioning App and have that working other than I cannot seem to import
Upcoming update : Release and Problem enhancements
Dear Users, We are planning for the next upcoming update with enhancements in Release and Problem modules. Below is the brief details on the same : Import Releases, Release Tasks, and Release Conversations You can now import Releases, Release Tasks, Release
Next Release : Consumable Assets
Dear Users, We are planning for the next releases with consumable assets and below is a brief details on the same : Consumables ServiceDesk Plus Cloud now allows you to effectively track and manage consumables from Assets tab. Consumables List View Using
Change Technician Email Address
Hi Team, We recently merged with another organisation and changed our domain name in the process. I can update the requestor email addresses without issue, but the technician email addresses are greyed out and can't be edited? Thanks
Forecasting
Hi, I was just wondering if there was any type of forecasting tools in sdpondemand that we can use? Cheers, Jareth
Masterclass 2021 Season 2 - Session 2: 5 tips to get your service desk ready for a hybrid workplace (August 26)
Hi there, Before the pandemic, organizations across the globe were already on a path to digitize operations. After COVID-19, many organizations were forced to fast-track the process by adopting collaborative applications, security solutions, big data,
Automatic User Provisioning with Azure AD
Enable some way to allow us to automate the user provisioning in SDP when users are created in Azure AD. The current Provisioning app only works with on-prem AD, and importing users to SDP from Azure AD is one of the last items we have to do manually during our onboarding of new staff
Trying to clean up Dept names under requester information
Under edit requester, department information, there is a drop down menu for deptartment name. How can I clean this up?
Keeping view settings
Is there anyway I can get the cloud version to Permanently save view settings. So for example I add a couple of columns in - I add some colour row settings to show coloured rows based on priority but then as soon as I close my browser and come back they
Technician Auto Assign not applying to requests
I have a request form in Service Desk that the technician auto-assign does not work. The technician autoassign technician does work on incidents and some requests but not all requests. The incidents and requests option is selected. What are some things
Reports not returning accurate information - Assets vs Workstation states
Good Afternoon, Creating some reports to get real time info on the state of some workstations that are either being shipped back to the office, or are in repair. I am going at this in 2 directions. Report type - tabular Report Module - Display columns
Add form fields to title of services request
Is it possible to pick up a field used in a service request form and use it in the title of the request? I have a new user request and would like to have the name and start date displaying in the request title. Many thanks
WorkLog Type
Hi, I'm trying to do a Worklog Type report. In my SDP i have some specific names for my worklogs but I cannot see this field in Analytics. Only shows me the description field. SmallBestOriginalRemove
Masterclass 2021 Season 2 - Episode 1: Slash resolution time and automate key desktop management tasks with the ServiceDesk Plus-Desktop Central integration (July 29)
Ever wondered how to slash resolution times while simultaneously automating key desktop management tasks? In this Masterclass, we'll teach you how to maximize your productivity and stay on top of help desk requests with the ServiceDesk Plus-Desktop
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