Next Release : Requests Life Cycle
Dear Users, We are planing for the release of Requests Life Cycle shortly and below are the details : Requests 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
Mailflow suddenly stops...
Suddenly, whilst midst of our work, mailflow stopped working? Error is always: "Mail sending failed. Invalid addresses. Failed addresses: emailadres". Regardless of which mailaddresses i use, this is always the error. I immediatelly tested our own mailserver, but we are all receiving and sending mails through our own Exchange server without issues - incoming and outgoing. What is going on?
SDPlus on Prem to Cloud migration export process
Hi I have tried to run the export utility and now my prod system isn't running at all. There isn't very much indication of anything happening. The export process would be so much better if there were status on the export. Things like it started, the progress, the success or failure of the process. Any one had any luck with the export process yet?
Possible to prefell service template send-to mailadress?
Hello guys, I've created a service template - upon forwarding the created request - is it possible to prepopulate the mailadresses To: and cc: to send the service request to please? In most cases requests are created, then forwarded to external partners - which are, per service template, usually the same.
Next Release : User Delegation
Dear Users, We are preparing for the next release on User Delegation and below are details : User Delegation Configure backup users to handle requests and approvals of users during their planned leave. Using this feature, you can reassign service and incident requests and configure backup approvers for service, incident, and change requests and purchase orders. Under Setup >> Automation >> Delegation, enable the feature and configure the global settings. Users who mark leave after you enable the
Cannot modify Vendor Details, Shipping and Billing Address and Price of product in Purchase function
Hello support, On SDP on demand: I find there is no way to edit/edit a vendor's information, (if you have made a typo), no way to modify/delete shipping and billing addresses once is entered also there is no way to add a new product, or change a product's information (most importantly the price) after it's added. is there really no way?
Switch from Cloud to On-prem
Has anyone switched form the Cloud version of ServiceDesk to the On-prem version? If so what were some of the issues you faced? Did it look and feel similar after the switch. Do you have any regrets?
User associated with assets suddenly showed up missing weekend of March 1st
After spending many hours getting all of our users associated with almost 900 assets 80 to 90% of the assets had been changed to In Store status from In Use Status which disassociated all of the users from the asset. We are a College where many computers are in common areas with many different users signing into them so we are not able to use the last logged in user as the owner of the asset. Support states that the logs show that the assets were never associated but I can attest to our HelpDesk
Next Release : Asset UI Enhancements
Dear Users, We are planning to release "Asset UI Enhancements" for ServiceDesk Plus Cloud and it will include below enhancements in respective ESM portals - IT Desk & Facilities Desk : Assets-UI Enhancements 1. Assets and Components sections added under Assets module. IT Desk - Classified into IT and Non-IT assets category. Facilities Desk - Categorized into facilities-based product classification (Safety, HVAC, Appliances). 2. A dashboard view of all the product types in the organization
notification rules via SMS
Goodmorning Team! I think this feature could be interesting: send notification SMS only to particular users (for example VIP users) or to users of a specific Site (for example users of the Headquarter). What do you think?
Cannot Edit/Remove Vendor information in Purchase
Hi, we are trying to use the Purchase feature in SDP on Demand and finding it really non-user friendly. After you enter a vendor's name, there's no option to modify the entry if I made a mistake or typo. see attached.
Category and sub cat by site?
Hi, I want to define or reduce the list of selectable categories dependent on the site. Cats' seem to be global across all sites? any way to do this? Thanks David.
SMS capability
Hi there, I would love to use the SMS capability however we have a corporate SMS provider and do not want to sign up for the only two you have in SDP Cloud. Can you please open this up more so we can use our own provider (who has API's already to go) and take advantage of the SMS feature. At the moment locking it in to your own approved providers is limiting. Thanks.
Requester replying on ticket does not show in conversations!
When we send a reply to the requester, and he/she replies to that email message, the email sent does not get added to the conversations, neither does it come as a new request! Their reply gets deleted from the Service Desk inbox and nothing happens! Please advise.
Link projects to requests
Hello guys, I often link requests to projects. The presented list however is always filtered on "All Projects" - whilst it should filter (ideally) on 'Pending projects'. My list of All Projects is rapidly growing, so i have to look in a long list to link my project. Is it possible to change this behaviour accordingly please?
ServiceDesk Cloud - Free Version
Hi, We will use the free version of ServiceDesk Cloud. We are now in the try period, and we have all features enable for that. Is it possible disable the extras features and start from now just the Free Version (ServiceDesk only)? Thanks Paulo Santos
ServiceDesk Plus API Post
Hello, I am trying to update a request but I receive the following message: {"response_status":{"messages":[{"status_code":4001,"field":"input_data","type":"failed","message":"Value not present for input_data"}],"status":"failed"}} I am trying to update the subject field: input_data= { "subject": "blah blah blah" } "@ Thanks.
I.e. "When a Status is "X" auto close after "X" Days"
This is currently possible with the "Resolved" status via SETUP - Request Closure Rules that automatically closes a ticket after "X" Days. It'd be really nice to have a feature that allows us to add multiple request closure rules to edit our own request closure rules based on request, not just for automatically closing, but to allow us to also add the ability to have different closing rules for different incidents. Many Thanks, -JCGrindstaff
Work Log Comment Post to Resolution
I was wondering if you could put a checkbox on the Work Log comments that would post comments to the resolution. Right now, I log my comments via work log, and then I have to turn around and type (or copy) those same comments to the resolution. In addition, if this is done, it would be nice to be able to have multiple work logs post to the resolution as well. We have some incidents that take two or three days to resolve based on conditions. It would be nice to post the date and time stamp,
Change Multi Stage Approval
Hi, We are looking to implement a 2 stage approval process for changes which requires the approval from 2 different groups of people. We know the changes have multiple stages, however we would rather only have 2 approvals that alert the first stage approver when a change is raised, then once the change has been approved by group 1, approval is requested from stage 2. Can you point me in the right direction as to how to implement this in SDP on demand please? Thanks
Multiple identities
Guys, Is it possible to add 'multiple identities' to the 'Requesters' in SDP? I've got various people that are one and the same person, but are emailing me from home, either from work (from different mailadresses thus). Merging those different mailadresses into the same person would improve useability a lot in terms of searching on names (requesters). With regards, Sven
Hovering mouse over fields in Requests screen
Hi, At the moment if you hover your mouse over the "Subject" field in SDP you get a pop-up with an overview of the ticket details. I'd like to suggest the same function is available when hovering your mouse over the "Requester Name" column in the same screen. That makes it easier to see the details of the requester, including a phone number to call them. I know this is available if you click in to the ticket, I'd just like it on the main Requests screen. Thanks.
Lost access to Zoho People after I deleted my account in SDP On Demand
Hi, I work for ME partner and we use Zoho People internally. I am a user in this portal A few months back I signed using my organization account(@elitser-me.com) with SDP on-demand for testing purpose. Now, it is not active. Today, one of my customers requested me to help configure his SDP on-demand account. I got the invite and tried to sign up. I got a message to delete myself from the other instance where I am an administrator. Obviously, I created another dummy account(@yahoo.com) in SDP on-demand,
Integration Office365 & ServiceDesk Plus (Cloud)
I have a problem making the connection between Office365 & ServiceDesk Plus (Cloud). Basically in the integration of office365 and servicedesk plus (cloud). I have reviewed forums and manuals, but I can not configure. Can you help me? We are in a Hybrid environment (Office365) but I still cannot connect between these 2
Status change from on hold when requester replies
On the on prem version of Service desk plus it was configurable to change the status of the requests that were put on hold to open, when requester replies. Is there any way to achieve this using the cloud version?
Auto Assign tasks to Load Balanced Technician
Our end users will be able to put in a request through a request template. So when they do, we have that template on submit assign a technician group to load balance. This one does have an approval. But, even though a technician gets assigned, the tasks don't get assigned to that same technician. We want it so when a request is put in, the assigned technician gets assigned or made owner of that particular templates tasks. How? or Why can't we make that happen?
Coming soon to ServiceDesk Plus Cloud: CMDB
Dear Customers, We're happy to announce that the long-awaited CMDB module in the cloud version of ServiceDesk Plus is almost ready for release. It'll be available in a couple of weeks. The new CMDB module enables service desk teams to: Map modules and individual items to CI types and CIs, respectively. Define custom CI types, and collect additional information through custom fields. Configure relationships and cardinality between CI types. Associate CI information with incidents, service requests,
Cannot self scan workstations
Tried to self scan workstations but I am not able to generate api key. I cannot find the option to generate the API key in scan script page. Is it available somewhere else. Can i download the executable files into the workstations ( Windows & Mac ) and scan without the key. Thanks.
Is there a way to have the 'Remote Control' link in the Requester Details call up Teamviewer instead of the built in ZoHo app?
We would prefer to use TeamViewer over the internal ZoHo Remote Support option. Is there a way to do this in ServiceDesk OnDemand?
Bulk On-hold - improvements
Hello guys, I send out additional questions, and await response on tickets - multiple tickets that is. Currently, after i send away an additional question, i set the ticket on-hold. It goes one by one - which is very slow and cumbersome. Is it possible to add a button on the listview directly, where i can set tickets 'on-hold' in bulk? (where they take the same status change date offcource) Something like this:
ServiceDesk Plus Cloud – Slowness issue
Hi, This is an advisory on application responsiveness issued to all the users of ServiceDesk Plus Cloud application. You are requested to read the following advisory carefully to understand the issue, the measure we have taken and our recommended plan of action. Issue reported: Slowness of the application from 1am PST, 23rd January, 2019. The root cause identified: An application update on Monday (Jan 21’st). We released a bunch of features including enhancements to the Request List View. The
Empty value found for mandatory fields(s) - udf_date1
Getting this error when adding a resolution and clicking save. "Empty value found for mandatory fields(s) - udf_date1" I can't see any field identified as such.
Unable to answer a survey
Dear Team, We have a scenario where employees wants to answer unanswered surveys at the time it was sent. They get the following:
ServiceDesk Cloud - Unbearably Slow!!!
I have raised this issue 3 days ago with Dandy and have had no resolution or update, today its taking up to 22sec to click a request from open to resolved! This is ridiculously slow and seriously affecting the productivity for all of our technicians. I have been on hold trying to get through to support for the last 46 mins I have been sent 2 reference Id's 5094613 and 5094621 and no call back no email please advise urgently.
Unassigned Requests
Hi All Please assist, the portal is showing all the requests as unassigned even if they are assigned to technicians.
Next Release : Zoho Analytics (previously, Zoho Reports) Integration Enhancements
Dear Customers, The next release for ServiceDesk Plus OnDemand - "Zoho Analytics (previously, Zoho Reports) Integration Enhancements". With new enhancements in Zoho Analytics integration, you can now generate reports under these new modules: Changes Projects Solutions Request Assessment Archived Requests User Defined Fields in Zoho Analytics Additional fields in ServiceDesk Plus cloud can now be included as user defined fields in Zoho Analytics. New Columns New columns have been added to existing
Does the “New Incident” button label conform to ITIL v3 Standards?
I was wondering since ITIL v3 splits incidents into two categories being “Incident and Service Requests” should the button “New Incident” under the Requests tab read “New Request” ? I think the label of this button should be configurable in OnDemand ServiceDesk Plus. Who agrees with me?
problema for find the app for phone
hi there! I have a problema for find the app for phone, because i need administrate our proyects, but on the aplication, i can´t see it, only can see request, ¿ how i can configure the app for use it? i'm using the app "ServiceDesk Plus SaaS HelpDesk"
Zoom Integration
First and foremost, there is an issue with submitting this topic. Your subject header suggestions don't disappear when you transition to the body to the body (screenshot attached). Secondly, is there any plan for Zoom integration? We would like to utilize Zoom as a feature for assisting our customers and see that ZenDesk has an integration.
OnDemand afternoon (CDT) slow downs
I've noticed for quite sometime now, that SDP OnDemand will slow down quite a bit in the afternoons. I come in around 6:30 AM CDT and everything is clicking and flying - no issues. Then around 12 (noon) CDT I start to notice SDP slowing down. I have to be patient when clicking on drop downs - 10-15 second delays Sometimes you have to wait for tickets to be created when selecting Add. This has been fairly consistent, so I just wanted to report it, and see if others notice it as well during these time
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