Permissions required for user to import from active directory
Hello Right now I'm using a domain admin account to pull in the active directory information in Service Desk Plus. I want to create a user with less privileges. What user permissions do I need?
Cannot delete Site [Solved]
I was using the Trial version of ServiceDesk and added some sites. Now I upgraded to Free version with 5 techs. Now I cannot delete my sites. Anything I can do to fix it?
Integration Rest API's
Hi, I am doing an integration between SD+ and Stackstorm which is an automation tool where we write workflows for Resolution of an incident. But when i am trying to integrte it with Webhook, SD+ is not able to enable the custom action due to error message as "Invalid URL", but URL is valid if i am hitting it form browser with authentication keys, which i have put as "HTTP headers" Which is working fine when i did it with service now. Please help Do we have any facility in Service Desk+ for adding
Using variables in service category templates
I am building a service category template for on-boarding new employees. I have field called Employee name. I would like the subject to auto fill when this field is populated. I would like the subject to be On-board: John Smith Please advise if this is possible or a potential work around. Thank you
SDP on cloud users acess deny
I have two portals on SDP on cloud first one for IT support and second one for HR. I invite the users to first one IT support every thinks is OK the users can be join. But, when I invite them to second one isn't OK I face a attached massage. can you help me to give the requests to access the two portal by same login name (email address).
Create a request through API with Powershell
Hello! I'm trying to create a script to create a ticket automatically and am just testing it out to figure out how this API call works. I have some working API calls to get tickets, but this one seems to be giving me trouble in passing the input_data over. I'm currently doing it over the url (encoded) with an example. I've also tried sending it over the -body parameter in Invoke-WebRequest, but that was also not working properly. Am I passing the input data over incorrectly or am I just missing something
Customize Requester Portal Option didn't launch
Service Desk indicated that on September 1st the requester portal user interface would change. We sent out a communication to our users to give advanced notice of the change however manage engine never implemented it. Did anybody else experience this? Has the launch of the new requester portal UI been delayed for some reason or should I go ahead and select the "publish to all requesters" option?
ServiceDesk Plus Cloud ends its mobile web/browser application for the better
Dear Users, We're making some changes in ServiceDesk Plus Cloud's accessibility on mobile devices to enhance your experience as a user. ServiceDesk Plus Cloud will no longer be supported on mobile browsers, effective from 1st August 2019. You can continue using your service desk while on-the-go, by downloading the ServiceDesk Plus Cloud app on your mobile devices with more features, and an enhanced UI. Here's where you can download the app: iOS - https://itunes.apple.com/us/app/sdp-on-demand/id496792710
ServiceDesk Plus Cloud User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with an entire track dedicated to ServiceDesk Plus with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the details. Here's what you can
Solutions - SDP iPhone App
Someone had emailed me over the weekend asking how to do something. Since I was not in the office, downloaded the Zoho SDP app for my iPhone. This was my first time utilizing the the app. I noticed that I could do all ticket related items, but nothing with the solutions. It would have been nice to search solutions so that I could have forwarded that onto the user. I can think of multiple instances where this would be useful to me off hours.
Next Release : Change Triggers
Dear Users, Planning for the release of Change Triggers and below is brief about this feature : Change Triggers Change Trigger rules specify conditions under which predefined actions must be performed. These are useful for calling actions after the changes are created, especially for performing actions in other modules or in third-party applications. Change triggers can be executed when a change request is created, edited, or deleted. If the trigger is defined to execute whenever a change request
Priority field not showing/Unable to attach files
Following an update earlier on today, the Priority field is no longer available for selection, and we cannot add attachments to tickets - anyone else having the issue?
Automatic User Provisioning from Azure AD instead of local LDAP
Hello, I have SSO enabled through Azure with the Zoho app. i also have the SDP app through O365 enabled. I currently use the LDAP and User Provisioning tool on my local Domain Controller to add new users that I create in AD, but this does not capture Azure AD only users. I want to migrate away from using the local LDAP/DC tool since I am starting to add more and more people to my Azure AD only instead of the local Active Directory. I looked at the provisioning settings on the Zoho app and the provisioning
Limit Self service portal to request assets
Hi there, I wanted to create a self service portal to allow users to request assets, nothing else. How can I do that? Thanks, Steven
New requester creation using API
When will this be added to the API? Thanks, Greg
New Self-Service Requester Portal
Using the new Self-Service portal and notice that if a user clicks the 'Report an Issue' button associated with an asset in the My Assets section then the appropriate asset details are not pulled through to the request ticket.
Cannot Customize Service Catalog
Hello, We just updated to the new requester page and noticed that when a requester clicks create an issue, the catalog page is blank - all it shows is ungrouped templates. When I go into the Settings > Templates & Forms, I have no option to edit the Service Categories (following instructions from here: https://help.sdpondemand.com/service-catalog). Does anyone have any suggestions? Below is a screenshot of what we see on the requestor side, and the admin/settings side. Thanks, Nick Requestor side:
Access Denied from this IP address - Servicedesk Plus
We changed ISPs and have naturally ended up on a new IP address, but now I can't log in, I get the above error. I don't recall setting an IP address restriction for login locations, but if I did, no way to get back onto it to change that setting. I'm on the free edition so they sent me here, but I expect this is not something that can be solved by the forums. Any advice? Thanks in advance. SA.
Getting API102 Error when syncing user
Hello, I am getting API102 error when syncing users. I read this is an system limitation of certinan amount of user can be synced to SDP, and it can be changed or lifted. Please help ASAP.
Preventive Maintenance Tasks - Schedules
It would be great to have schedule options for monthly tasks such as first week, second week, third week of each month or "First Tuesday" or "Last Friday" of every month rather than just the date.
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.
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
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