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
Send Notification based on Request Status Field
We have two custom Status codes. "Waiting for User" and "Waiting for IT". We would like to be able to send an email to the User or Technician if the Status is one of those codes and there has been no activity on the Request for, say, 12 hours. Using the
Is there a way to allow a requester to view requests from all departments they manage?
We're a single organization using a single site. We have directors that manage multiple departments and want to allow them to view the requests from all the departments they manage. Currently, they can only see the requests for the department they belong
Is there a way to allow a requester to view requests from all departments they manage?
We're a single organization using a single site. We have directors that manage multiple departments and want to allow them to view the requests from all the departments they manage. Currently, they can only see the requests for the department they belong
Business Rule with Status set to Closed not working
I have a couple ticket types that come through that can be automatically closed when we get them. I have business rules set up for these, but the status is not going to Closed. The business rule is working however, as it sets the category, subcategory, item, group, and technician correctly. But the status change is the first action in the business rule (and closure rules won't let the ticket be closed without the other stuff filled in). I have deleted the status change action and re-added it after
Requester portal
Hi, I was wondering if there was a way to only show certain notifications on the requester portal depending on which client it is? An example of this would be: Client A see's a notification that there support hours are running low Client B oes not see
Admin Approval
Hi, I am trying to activate Azure integrations but when I try logging in i get this error message : Does this mean I need to be an admin of Zoho or the support desk? And what if the admin can't remember their password? Thanks, jareth
Configuring ServiceDesk Cloud SAML2 to work with Google SAML2
I'm attempting to connect ServiceDesk Cloud SAML2 to Google's SAML2, but the fields just don't seem to line up as I'd expect. Does ManageEngine have a tutorial or guide to walk me through this process? Other platforms have amazing documentation detailing
Google SAML
Hi Google recently announce SAML Apps for cloud base apps using Google as IdP. Do you have documentation about how to configure SAML on SDP onDemand with google SAML Apps? Google request: ACS URL: Entity ID: Start URL: SDP Request: Login URL: Logout URL: Certificate: Thanks
Any one experiencing poor performance this morning
Is there an issue this morning as really slow
ServiceDesk Website not loading in Internet Explorer
Hi All Have there been any recent changes that would cause the ServiceDesk Plus OnDemand cloud site not to load properly in Internet Explorer browser? I've tested on multiple computers, both in and out of our environment, proxy, no proxy, and I get the
Next Release : Advanced Customizations for Requester Portal and Enhancements in Problem
Dear Users, We are planning for the next release with "Advanced Customizations for Requester Portal and Enhancements in Problem". Below is brief note on the same : Advanced Customizations for Requester Portal You can now customize the requester portal
Reporting on worklog description
Hi, I was wondering if I could get a report to show me any requests that *don't* have a worklog description on them please? Thanks
How can I find the linked Jira Ticket keys after integration in the SDPOD request API
We use ServiceDesk Plus cloud for helpdesk requests and Jira for Engineering development tasks. Sometimes our users submit incidents in ServiceDesk Plus that are meant for Engineering, so our Helpdesk staff creates a jira ticket from a servicedesk plus
https://customer-sdpondemand.manageengine.com/ is down?
https://customer-sdpondemand.manageengine.com/ Anyone else having connection issues?
Cloud User Provisioning Tool shouldn't require one technician license
Is there any way so that the Cloud User Provisioning tool doesn't require one licensed/paid technician account? There should be a provisioning account that does not count against our paid license technician accounts. Jon
Auto assign technician once they have responded
Is there a way that the system will automatically assign the ticket to the tech that has responded to the request?
Email command Not Updating
I am attempting to configure Email Commands before going live, I have two custom fields, one called Tracking and one for Return Tracking for tracking#s of replacement equipment to be RMA'd. The subject command is set to @SDP@, I opened a test ticket and replied to an email to my test requester with the fields to be auto updated in the ticket from the email. @@Tracking=1111@@ @@Return Tracking=1234@@ After sending the reply, the ticket did not update those fields. I am sure I am doing something wrong
Report showing technician time spent against CIs
We added the CI field to our requests and would like to report off of this field. I dont see an option in the Reports module to report off the field "CI". We would like to report technician and time spent working on all of the CIs. Is this possible?
Larger Multi-Line Text Box
I can see this has been a ticket that has been raised before, (https://pitstop.manageengine.com/portal/community/topic/additional-field-multi-line-textbox). Inspecting said element, I can see there is no "height" defined, only a width of 250. By editing the html and adding a "height" of 250 looks just fine. Can one of the devs just add that to the HTML? Surely it is an easy fix that is not destructive enough to require beta testing.
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