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.
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
Webhooks do not translate variables
Hi All, I am trying to use webhooks in our SDPondemand instance, to update a table in Zoho analytics. It almost works except for one critical thing: the variables in the webhook do not translate. I attached snapshots of my webhook and of the way the data appears in the table in Zoho Analytics. ( I made several tests and hence the somewhat different data ) So am I missing something? I suspect that the variables notation is wrong somehow... Many thanks, Oren
Import from CSV
I am working on creating an inventory of peripheral equipment. So I created a Keyboard and Monitors area under IT Assets. I go to import using a CSV file and it will only display the final item in the file and seems to overwrite the others even tho they all have different serial numbers. I want to be able to do this with monitors and other items and want to figure this out so that I am able to import them all successfully. I have attached my csv file.
Servicedesk plus Custom reports
is anyone knows how to generate SQL Query reports in Servicedesk Plus Cloud?
Error while saving the Technician Details.
I have enabled Login for several technicians but I cannot enable anymore. When I try to save changes after checking "Enable Login for this Technician" now, it produces an error "Error while saving the Technician Details." without any further explanation.
Domain Verification
Domain verified but still users are required to accept invite.
Help For creating tickets from C#
This code works correctly Can it be better than that? private void btnSend_Click(object sender, EventArgs e) { try { if (String.IsNullOrEmpty(textSubject.Text)) { } else { string username1 = System.DirectoryServices.AccountManagement.UserPrincipal.Current.DisplayName; string name1 = username1; string subject1 = textSubject.Text; string description1 = textBox1.Text; description1 = textBox1.Text; if (description1 == "") { description1 = "بدون شرح"; } string priority1 = comboBox1.Text; if (priority1
Next Release : Request Module Enhancement
Dear Customers, We are preparing with a set of enhancements for Request module in ServiceDesk Plus On Demand. As a headsup, below are the list of enhancements that are bound to be released soon. 1.Requests List View enhancement. 2.VIP requesters. 3.Preventive Maintenance Tasks for Service Requests. 4.Duplicate Service Requests. 5.Form Rules Enhancements More details about the above features and & behavior changes done in the Request module along with the Zoho Analytics Integration enhancements are
New requester creation using Powershell and API
Hello, I'm looking to use a Powershell script & the ServiceDesk Plus Ondemand API to create a new requester and wanted to ask the community if anyone had one already that I could look at so I'm not recreating the wheel. Thank you
creating tickets from C#
I am at my wits end trying to create code that creates tickets on service desk. The code executes with no apparent but no ticket is created. Any help would be appreciated c# code: ASCIIEncoding encoding=new ASCIIEncoding(); string postData = "subject=test"; // + subject; postData += ("&description=test"); // + description); postData += ("&DOMAIN_NAME=XX"); postData += ("&logonDomainName=AD_AUTH"); postData += ("&username=username");
Features in release pipeline - ServiceDesk Plus OnDemand
Dear Customers, We would like to list down and provide a glimpse into the major features that are in immediate release pipeline for ServiceDesk Plus OnDemand. CMDB Request Enhancements Zoho Reports Integration Request Life Cycle (RLC) CMDB CMDB, we can manage all the Configuration Items (CIs) that are critical to an organization and their relationships. This helps us to identify Business Impact or perform impact analysis before implementing a change. Define custom CI types. Relationship map now includes
Notification Template edit
Why when you extend the window for editing, the fields dont follow..?
CMDB Setup in Service Desk Plus Cloud Enterprise
Hello, could someone tell me where you go to setup the CMDB in SDP? I see assets and everything but no CMDB setup. On the website it does say it's included in the Enterprise Edition. Thanks
Mandate Attachment and hide asset field
Hi, Is there any way Mandate Attachment and hide asset field Thanks in advance
Change black-outs on Change Calendar
Hi Is there a way of creating a change black-out period? This would mean that people couldn't raise changes on particular dates / date periods. Cheers
OnBehalfOf feature
i am looking for an eta OnBehalfOf feature please?
Next Release : Change Enhancements & Bug Fixes
Dear Customers, We are preparing with a set of enhancements & bug fixes for Change module in ServiceDesk Plus OnDemand. Below are few enhancements & behavior changes done in Change module : Enhancements You can now export or import all change conversations. To export, go to Setup >> Export Data >> Conversations >> Changes. Note that you can export request conversations under Setup >> Export Data >> Conversations >> Requests as captured below: To import, go to Setup >> Import Data >> Conversations. You
Reports with Time Spent
Good Day. I need some help Please. I need to generate a report with a "time Spent" column (1) Also i need to be able to select "requester email" in search criteria (2) Please help
Reporting in sdpondemand.manageengine.com - Service Desk Plus
Good day I need some help with reporting in Service Desk Plus. In the columns to display, I need to be able to select - time spent In the filter options I need to be able to select - requester email I need this because I have to pull reports on how much time was spent on a particular requester/client Please help
Searching the list of technicians
Hi guys, Very minor thing, but I've noticed that when searching the list of technicians, it now searches for any matching text, rather than the old way of searching. My name is Will, so I would only have to type 'w' and I would be the chosen technician, but now I have to type out my entire name to find myself. I appreciate that this is a very minor thing, and there is probably a good reason for doing it, but I can't see it. Perhaps if the list of technicians were much longer it might be useful, but
comment on solutions
is there a way to notify the admin to comments/feedback made on solutions by the end user. also is there a way to make those comments private until the admin is notified and has taken the appropriate actions?
Use Barcodes for Inventory Reconcile
I see SDP can create barcodes or use vendor's barcodes. What I don't see is anything to actually use the barcodes after they're created. My idea would be to print the SDP-generated barcodes and apply them to the asset. Once every 3 months, I would go around and scan my inventory to be sure its all still there. Is there no such mechanism in SDP? We're using the cloud version, by the way.
How can an Implementer see his/her changes on Change Calendar
How do you get to see the changes on the change calendar when you are the implementer and not the requester.
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