Masterclass – ManageEngine integrations: Analytics: Get a holistic view of your IT service desk - 7th session 1st August
We're hosting a webinar 1st August on ManageEngine integrations: Analytics: Get a holistic view of your IT service desk ITSM using ServiceDesk Plus Cloud, the 7th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus Cloud to: Integrate with Analytics Plus. Improve technician performance by understanding their behavior Discover the process gaps that cause delay, and take action Reduce costs by analyzing asset utilization Using examples, we can Learn how
Reports on Solutions
How to generate a report based on the users that have liked/dislike a solution.
Exporting Date and time from fields
Trying to do some date math on the Create and Resolve times of tickets. Exporitng through a report does not work because the report truncates the time leaving only the date. Consider the example: Create Time field 2019-06-09 10:00 Resolve Time field 2019-06-09 15:00 Doing a calc should give me a 5 hour difference. But the export truncates both to just 2019-06-09 so I can run date calculations on the data.
Verified Domains
Hello, I’m trying to verify my domain and I get the following error:
Masterclass – Enterprise service management: Extend ITSM best practices beyond IT - 6th session 18th July
We're hosting a webinar 18th July on ManageEngine integrations: Enterprise service management: Extend ITSM best practices beyond IT using ServiceDesk Plus, the 6th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Create, deploy, and roll out a service desk instance in less than a minute Maintain a single enterprise directory for users, service desks, authentications, and associations Facilitate stellar service delivery using code-free customizations
Automated Reminder Notification
Hi All, I'm looking for a way within SDP on-demand to create a follow up/reminder email for both the requester and the technicians. Essentially, if the service desk replies to a ticket, and there is no response within 24 hours by the requester, it sends a reminder email that there is an update. Same idea for the technician, reminders to review updates or inactive tickets. Everything I've seen online so far seems to revolve around the on-premise with custom sql or python coding required. Thanks
Asset management
We are having a number of issues with the inflexibility of the asset management in SDP on-demand, primely with Virtual servers and workstations. We have Desktop central integration and so the asset database is populated via Desktop Central. We have a large number of Virtual computers, which are a mixture of Workstation and servers. Some of the them have server roles even though they use desktop operating systems. We use part of the computer name to identify the virtual computer as a server or workstation.
Does SD Plus Cloud Allow Multiple Email Channels?
We used to use Zoho Desk for our ticketing needs, and have now moved to SD Plus Cloud. We've come across an issue where we have several different ticketed clients catered by different branches within our organization. (Ex. FirstLast@organization01.com for Client 01, FirstLast@organization02.com for client 02) When we respond back to our clients, we usually switch over to a different channel to respond back with a specific email address. However, we don't see this option here. Is there a way to create
Released : "Virtual Hosts & Virtual Machines and Asset Enhancements for SDP Cloud" and "Custom Function Schedule"
Dear Users, We have released "Virtual Hosts & Virtual Machines and Asset Enhancements for SDP Cloud" along with "Custom Function Schedule" and below are the details : Virtual Hosts and Virtual Machines Scanning Virtual Hosts You can now scan VMware's ESX and ESXi and Hyper-V hosts and fetch the virtual machines (VMs) created in the hosts. Besides scanning, you can import and manually add virtual hosts and VMs. Scanning virtual hosts help you track the relationship between virtual hosts and the virtual
API key section missing on SDP on demand
Hello, I'm looking at the REST API documentation because I need to put and extract some data from tickets and projects. I got to the API KEY generation but found no "API KEY" section in the user manager. In theory im an administration (I can view/edit other users, for example). What am i doing wrong? Thanks in advance, Max
Removing the 'Site' Drag and Drop field in Incident templates?
Is there a way to not have the 'Site' field show on Incident templates? I can't seem to be able to remove it from any of the templates. We do not want the requester to see the field - and I can't select it through a custom action either. Any help would be appreciated! Tony
Masterclass – ServiceDesk Plus online training series - session 2 May 30th
Hi folks, We're hosting a webinar May 30th on Building a highly responsive service desk using ServiceDesk Plus, the second session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Establish communication to reduce ingress of tickets Assemble an incident response team Collaborate effectively to quickly resolve the issue Automate incident management processess Initiate root cause analysis and enrich the knowledgebase Using examples, we'll demonstrate how
Filter removal in assets
How do i remove a filter from the asset area of SDP please, i accidently clicked filter and now have 2 on the screen as below.
ServiceDesk API V3 - Update a Request
Can anyone help with this simple attempt to update a Request using the v3 API syntax? I am currently using PostMan to test the API and can generate AuthTokens, Retrieve a list of Requests, and Create a Request, Retrieve the newly created request. However, I have been unable to get a simple update to work. REQUEST HEADERS: Accept:application/vnd.manageengine.sdp.v3+json Authorization:{{AUTHTOKEN}} <<==POPULATED FROM POSTMAN VARIABLE Content-Type:application/x-www-form-urlencoded BODY: input_data={
High Priority Ticket
I would like to know where to go to change what technicians can receive an email about a High Priority ticket.
Hide Incidents and Requests
I have many users in Service Desk that are set to see "All Requests" as they help manage projects across multiple sites and departments. We are considering processing employee termination requests through service desk but are concerned with who can see these requests. It should be limited to the person submitting the request and our IT Technicians defined in Service Desk. Is there a way to specific if using a certain template or choosing certain category that the request is private and only to be
Do not send notification for specific requestors
Is there a way to set SDP up to not notify a specific requester? I have alerts going to SDP from a mailbox, but when it comes in SDP sends an acknowledgement email which causes a bounceback since its an autogenerated SMTP address. Is there a way to keep SDP from sending these notifications for specific users?
Mail Fetching Stopped
We really need some help with this... We have been down for 12 days and with no answers in how to fix the problem. This just started randmly one day. System Log Message : Error when connecting to store. Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : May 23, 2019 10:49 AM Probable Cause : Error while connecting to mail store: javax.mail.MessagingException: connect timed out; nested exception is: java.net.SocketTimeoutException: connect timed out Performed By : SYSTEM
Pick-up request with email command
Think I cross-posted to ServiceDesk Plus, so posting in the correct forum. I am trying to get the pick-up email command to work, but it only appends the request. Using the following parameters in the email response - Re: Request ID ##241## has been appended with your most recent comments. To : helpdesk@company.com @@Operation=Pickup_Request@@ @@Workorderid=241@@
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 15-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic - "Service request: Employee On boarding simplified" which was conducted as webinar on 15-05-19 We will post the webinar video shortly, which will be follow by questions and answers which were discussed with participants after the session. Please watch the webinar video and feel free to discuss your questions with us, we will be more than happy to assist you. Refer the link below, to know
Next Release : Resource Management and CMDB Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Resource Management & CMDB Enhancements" and below are the details : Resource Management 1. Option for resource managers to plan, manage, check resource availability, and assign tasks to technicians. 2. Resource Management is accessible from the Home tab, Projects module, and individual Projects. 3. Categorize resource utilization based on the workload. 4. Option to filter Tasks based on time or time scale. 5. Option to filter
Assets management questions
Hi Support Team; 1. how to bulk update bar code? 2. how to change computer from Workstation type to Laptop type.? 3. see attached pic, in Picture1, I clearly have more than a dozen Dell Latitude 7490 Computer that belongs to the Toronto Offices Site. but when I want to make bar code for them. it only pulls 2 results (see Picture2) Can someone has very good experience with ME Asset Management call me on this? There are few questions I'd like to ask about this asset management tool.
A 'custom view' quick switch bar
Hello guys, We are using views not so extensively. The reason is that you have to open the 'Views' menu, select a view, and then it switches - the different views are used, but not so much. I would be happy and to expand upon and use the 'views' a lot more, quite simply because it has the potential to clean up the views. I think it is currently to cumbersome to switch each time - but more importantly: i often forget it's there to use. So i would suggest using the whitespace to fill up the room with
Will there be Microsoft Teams integration in any way?
I’m sure most people are wanting Slack integration but what about Microsoft Teams? Our organization has been slowly moving users off of Skype For Business and on to Teams. It’s been working really well and users love it. Best part is it’s sointegrated into everything Office related and is included in our E3 licensing. No extra cost for full version. So as Microsoft continues it’s progress towards retiring Skype for Business(minus the On Prem version) and moving those users to Teams, will there be
Released: Zia for ServiceDesk Plus Cloud
Dear Customers, We are glad to announce that Zia, the AI assistant from Zoho, is now available for as a conversational virtual support agent for the users of the cloud version of ServiceDesk Plus. Zia helps perform simple service desk activities and fetch information, so end users don't have to rely on a technician. And with access to a conversational virtual support agent, technicians in the field can now perform service desk activities with simple hands-free voice commands. End users and technicians
Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, As planned and informed earlier, the Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center has been carried out today May 08' 2019. Hope the following list of IP's are white listed in your end. 136.143.187.53 8.39.54.54 136.143.186.53 8.40.222.54 Going forwarded this minimized list will be used by ServiceDesk Plus Cloud for mail fetching. You can refer to the main post by clicking here. Please get back for any further clarifications.
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, Customer's who are using their organization's mailbox/server would have configured their firewalls & white listed a set of 15 IP addresses to communicate with the ServiceDesk Plus Cloud application accessed through https://sdpondemand.manageengine.com/ i.e ServiceDesk Plus Cloud served from US data center. We are planning to minimize the list of IP addresses in the future and that would be valid irrespective of Service Provider. Also, this will avoid problems in mail fetching & mail
Masterclass – ServiceDesk Plus online training series starts May 15th
Hi folks, We are glad to announce that we will be hosting ServiceDesk Plus Masterclass series for both on-premises and cloud starting next week. The objective of this webinar series is to showcase every day IT service desk problems and how ServiceDesk Plus can be used to solve them. This series has 7 sessions covering various modules in ServiceDesk Plus along with a dedicated sessions for integrations, ESM and Analytics. Here’s a brief look at upcoming sessions: View detailed masterclass schedule
What does this field do
What does "E-mail Id(s) to Notify" do? Is it to be considered as a "cc" field when replying or forwarding a request?
Mentions Notifications
Looking for this feature in SDP Cloud: When you @ mention another technician they can be notified with a pop up or a notification in their browser.
Notification of Survey Result
We would like to get a notification email when a user survey has been submitted.
No auto refresh of requests in SDP OnDemand?
The older versions of SDP had the ability to refresh the site within a set period of time. It appears this option has gone a way with the OnDemand version. Now my team is missing tickets as a result. How can we put this back in place?
Asset type - Change after creation
I see there has been many posts around this, but with no solution, The posts date quite far back, so im hoping the issue has been resolved since and is documented on a post I cant find! :) How do you change an Assets product type? I have printers detected as workstations, and cant find the option to change to printers (or any other type!) Thanks in advance
Actionable Messages and 365 Calendar not Working
Have a cloud instance of SDP and trying to test out Actionable Messages and 365 Calendar sync. I was initially trying just using the "Log in with Office 365" button on the sign in page, but then noticed in the help text that it only works if you are logging in with "Microsoft Single Sign on". I couldn't find any help articles specifying "Microsoft Single Sign on" specifically, so went ahead and just tried by implementing Office365/Azure SSO. I'm able to log in no problem, but still unable to get
Time Elapsed does not work!
In one instance, the ticket has been unassigned for 3 minutes, yet it shows as 0 min. In another sample, we had a ticket created one day at 9:04 AM, and was still unassigned till the next day 12:15 PM, the time shows as 9Hrs, yet we expect to see 12 hours and 11 minutes, our working hours are set from 8:00AM-5:00PM. Please advise!
Mail Fetching Stopped Notification
Several times my mail fetching has stopped for no reason. Since that is the primary method for customers to submit tickets it is a real problem. When we don't identify that mail fetching has stopped customers wait to get responses to issues. Makes my company look bad but it isn't our fault. I submitted a support request but have received no response after several days. So this is a request to implement a new feature. Notify the administrator(s) when mail fetching stops for any reason. You should
Request for Slack Integration
We would like to put a request for slack integration. Thanks
SSO and non-SSO-login
Good Day, I am using service desk plus on demand and I implemented SSO in our domain. It also does work fine as long as you are a user of the domain. However when trying to access the Self-Service-Portal from outside the domain I receive the "NTLM Failed Redirecting To Login Page..." error. Is there any possibility to go directly to the normal login page when accessing the Portal from outside the domain? This would be great since we have customers in our domain but also outside of it. Thank you very
Released : Requests Life Cycle
Dear Users, "Requests Life Cycle" for ServiceDesk Plus Cloud is released today and is available live. Request Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
Back button in Requests Tab
When a technician has opened a request and then wants to go back to the page he was originally on using the browser Back button, it takes him to the original page of the view he was on. For example, if he was on page 5 of 10 pages, clicks on a request and then clicks on the Back button, it takes him to page 1 (regardless of how the tickets are sorted). If he just clicks on the Request tab, it takes him to page 1 also. Is there another way he should be viewing tickets? Thanks.
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