Projects - View attached tickets main Project screen
When accessing a Project, one is able to see the total number of tickets associated with it. I'd like to be able to see or select that column to appear on the main Project home screen - similar to how the Problems display. We go over Projects in our Change meeting and I'd be able to drive home how well they are going just from the home page, instead of drilling down.
Ticket Numbering
Is there a way to change the ticket numbering to start at a higher number, say 1000? Thanks, Paul.
Business Rules with Custom Functions
Hello, I'm trying to setup a business rule with a custom function that when we get an email forwarding from one system with the email test@abc.com and the body of the email has the text line "Submitter: John Doe" I can pull that name "John Doe" and convert that email into an Incident for the submitter/requester and not the email test@abc.com as the requester. Also is there a specific order in which you need to setup the criteria for the business rules? Such as in the conditions requester is first,
Solutions Attachments
My techs are able to view attachments attached to a solution however none of my requesters' are able to see that there is an attachment. Requester can view the solution with no issue but does not see the attachment that is part of the solution. Is this a setting that I can adjust to give them visibility to attachments?
Switching users to 0365 SSO
If we have users that have historically submitted a ticket via email, this in turn has created them a user account with that email account. If we move to Office 365, and try to import the users from Azure which happen to have the same email address what will happen? Will the accounts be merged transparently? Thanks
Report on Problems linked to Solutions & Solutions linked to Problems
Hi As I can't create my own queries in SDPOndemand, is there a way of reporting on the following: Solutions added to the Solutions database, linked to Problems Problems associated to assets Cheers
Enhancements & Bug Fixes for ServiceDesk Plus Cloud
Dear Customers, We will be releasing few enhancements for ServiceDesk Plus Cloud along with some fixes for the application. As a headsup, below are the list of enhancements and fixes that are bound to be released soon. Enhancements Task Dependency Map The Task Dependency Management page in Requests, Problems, Changes, Projects, Request Templates, and Project Templates has been revamped. https://help.sdpondemand.com/project_tasks_dependency https://help.sdpondemand.com/add-task-dependencies Users
Automatic status change
Hello, is there a way in Servicedesk Plus on Demand to change a status of a ticket after a period of time? For example, If a technician puts a call on hold and does not schedule a change manually, is there a way for this to be done by the system and then send a notification? Ideally, I would like requests that have been on hold for a period of three days when there has not been any update to then send a notification and change the status.
auto suggest feature
does the auto suggest solutions feature not work for the cloud version?
Change to Requester's Home Screen - Customize
This is the current home screen when our end users (requesters) first log in to the service desk portal – is it possible to modify these fields? (please see attached screen shot) For example – change “Create an Incident” tab or “Create a Service Request” tab to what we want them to say? or Add an extra tab with my own title? OR Can I change what screen mt requesters first see when logging in? For example – instead of this screen they go directly to the Template Categories screen? Any assistance
Unmerging Multiple Requests in Service Desk Plus Cloud
Hi, Ive had an issue where a technician has merged multiple requests by accident which has created 127requests in 1 job! and there is no where I can find to restore or unmerge the requests, if I manually unmerge one of the requests it splits as a new request and loses the notes on the original job as they remains on the new merged request, has anyone had this issue and been able to find a solution this is critical and I cant get through to support.. Please help... Thanks In advance
Request - Allow requesters to have mutliple email addresses
This feature exists on the on-premise version but not on the cloud version
Un-Merging Multiple Requests - SD Plus Cloud
Hi, Ive had an issue where a technician has merged multiple requests by accident which has created 127requests in 1 job! and there is no where I can find to restore or unmerge the requests, if I manually unmerge one of the requests it splits as a new request and loses the notes on the original job as they remains on the new merged request, has anyone had this issue and been able to find a solution this is critical and I cant get through to support.. Thanks In advance
Manage engine ticketing tool we can't able to fetch the mail
It shows the error
Whats the best way to setup auto assign by site
We currently have three sites and I would like to have the service desk to auto assign tickets to a tech at each site. EXP. any tickets from Site A are auto assign to the Tech that sits at Site A. Thanks for your help!
API Download request attachment
Hi, I can use the API to get the attachment ID, how can I then dowload an attachment using the API? Thanks, Calvin.
Explanation of "OnBehalfOf user field is added for raising request on behalf of other user."
I see that this is on the road map, but looking for a bit more explanation as to what this entails. From my view point, it would be great if user 1 who submits an Incident or Request on behalf of user 2 and they look in SDP to see the ticket, that they would be able to just as if it was assigned to them. Or if a Technician creates an Incident/Request for user1, they can add more users to that Incident or Request and they would be able to see the Request, the same way as the one who is actually added
Deleting a Technician Group
I'm trying to delete one of our technician groups since that department was closed down. When I do, I get the following error message: 'Group is being used by a module. Hence cannot be deleted' Why does it not tell me which module it is being used by? Which modules could it possibly be? Do I have to go through and check all of them? Anyone else had this?...
More Options on Dashboards
Hello, I think it would be great if the dashboards were more customizable. I'd like to be able to add reports to the dashboards like the widgets. For instance I'd like to create a dashboard for each tech individually so I can look at all their numbers on one dashboard versus various reports or dashboards. I'd also like the ability to share it with just one person or a group of people rather than an all or nothing approach (private and public). Thank you
Keyword Search
Hello, I'm looking for a way to scrub an email that comes into the service desk that creates an Incident look for keywords such as "Spam", "Phishing", "Virus", etc... and have the service desk automatically categorize the email and perform some other functions. Is this possible? Thank you!
Request Collaboration
Dear Customers, In order to help technicians who are working on the same request to keep track of all the request-related activities, we will be introducing the Request Collaboration feature for ServiceDesk Plus OnDemand. Technicians will be instantly notified of each others activities through a float notification in the Request details page. As a heads up before this feature release, you can refer to the below screenshots for a quick preview on the feature and the options that will be introduced.
July 27 - Updates - Have ideas
Solutions I am the admin of our solutions. It would be great if I were notified of comments added to a solution. (I didn't test to see if this occurred or not.) Broadcast Message I have my techs in IT Groups. I would love to be able to send out a broadcast based on these groups (in addition to just Technicians and Requesters). Would also like to be able to setup either a business rule or form rule using the broadcast message. My Pending Requests and Tasks While I now do see tasks under this option
New Update
Hi guys, The new update is great, and I am loving some of the new features. The one I don't like is, all call logs are minimised when opening a ticket. Is there any way to leave them maximised?
Disable auto-replies
We receive email from Azure and other 3rd parties that are informational, and generally come from a "do-not-reply" email address. This causes issues with bounce-backs, and having multiple replies logged into SDP. I have tried editing the Business Rules, but there is no option to disable auto-replies for these kind of email addresses. Is there any way around this? I know this is possible with SDP on-prem, but I can't seem to find the options in SDP OnDemand.
Manage Engine SDP On-Demand technical issues
Hello We have been experiencing a number issues with SDP on-demand today. It has been incredibly slow and we receive the attached error messages "internal error - server connection terminated" with performing various functions such as assigning requests, addiding notes and clicking the notifications button. Is anyone else experiencing similar issues. Thanks
Customize Task Form
Is there a way to customize the task form like you can on the Incident form? There are a lot of fields that are not relevant that just take up space that I'd like to remove. Thank you
Bulk Edits
It would be great to be able to change the Requester when doing bulk edits. Right now doing some clean up for a duplicate requester entry and having to go through each incident individually to do this so it's taking a while to get done.
Incident Last Update Calculation
Good afternoon, We are trying to determine how the calculation works when updating an Incident? When we send an email from the ServiceDesk to the user, it does not show the last time the Incident was updated as the time the email was sent to the user. Nor does it do it with adding a work note. Is this only updated when you start/stop the timer on an Incident?
Custom Function - Information or documentation?
I noticed under Tasks and other automation areas there is an option for Custom Functions. Is there documentation about creating and working with these somewhere? I looked in the Knowledge base and didn't find anything when searching on that.
Incident Form Rules not working as expected
Hello, I'm trying to create a rule when an incident form changes the Category and Subcategory it shows three fields. I've tried to use show or enable to get this to trigger and it does not seem to fire. ================= Conditions ModeisE-Mail ANDCategoryisHR ANDSub CategoryisOnboarding-HRrequest Actions Show FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number Enable FieldsNew Hire - Desk Phone Number,New Hire - Email Address,New Hire - Mobile Phone Number
ServiceDesk Plus(Cloud) Masterclass
We're delighted to announce that, starting July 25th, we'll be conducting a free, six-part training series on the major modules in the cloud version of ServiceDesk Plus. This ServiceDesk Plus Masterclass series is designed to help you make the most out of ServiceDesk Plus and implement ITSM best practices to improve the productivity of your service desk. Here’s a brief look at some of the upcoming sessions: Date Topic CTA July 25th Service catalog: Showcase your IT services Register now Aug.
SDP Ondemand - enabling Customers to log an issue
Hi, I have SDP Ondemand but I can't for the life of me work out how to enable a potential customer to be able to log an issue? My Admin URL is xyz.sdpondemand.manageengine.com (where zyx is my company name) but that is "login screen" only. Where would a customer log an issue? Any help would be greatly appreciated.
Mobile App not scanning barcodes
Currently using an iPad with IOS 11.4 as well as an iPhone and it just sits and says scanning at the bottom. Doesn't matter what kind of bar code I try to scan it doesn't do anything.
Custom Email to Requester
Good morning, Is there a way to create a custom email to a requester that's based on certain criteria that selected when creating an Incident? Not the generic email sent letting them know an Incident has been created for them. Thank you
SLA Timer not starting
Hi All, I have followed the SDP guide on setting up SLA's within SDP Online however when i log a test ticket it doesn't start any kind of time it just says "Due in" and the clocks don't reduce, Any ideas?
Asset - Scanned Software Reporting?
I'm not sure if this is an issue, procedural, or an actual request. If I go into Asset - Scanned Software, I can search on a particular Software or Manufacturer (perfect). I the click on the result which gives me a indepth list of the software (where it's installed, versions, a graph, etc.) I'd like to export that data then to a PDF or Excel sheet (I'll take anything). It doesn't appear that I can do this from this screen/search. If I look under reporting - software, I can do by manufacturer, but
Default incident template in od app
If in the self service portal settings the option to disable the default template for requesters is disabled it removes it from the template list on the app. The issue i have is that I am forced by your system to have a default template that is visible to the requester (in on premisis version i could set it to technican only). If I leave it visible, when in the web browser & they click new incident it will take them straight to the default and not the list of templates. Note this only occured since
Pre-approved change
Hi If we are setting up a workflow for pre-approved changes (aka Standard), is it possible to define what changes are pre-approved? Ideally, if the change requester chooses a Change type of "Pre-approved", they would only be able to select the ones defined. I'm looking in SD+ On Demand. Cheers
Feature Request custom view headings
We have migrated from on-premise to cloud based application. It would be nice to be to have different column headings for custom views. Specific example, I created a custom view for all "Resolved" requests. When I add the column heading Resolved time to this view, it shows up on all the other views, including the Open Requests. The open view will only show "open" requests, so it won't have a resolved time in it. I would like to see it gone on my open requests.
Outlook Add-On
Is the Outlook add-on only available to Office 365? We have Outlook 2013, and if it is available, where can I download the add-on from to install and test? I am running on-demand as well.
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