Generating Reports
Hello, Seasons Greetings from ManageEngine ServiceDesk Plus OnDemand! We are planning to limit the number of records you will be able to generate reports for, in the OnDemand application. You will be able to generate reports with up to 15000 records. If you feel like your report's record count is going to be larger than 15000, then you can split the records using the filter options and generate your reports. Note: This limitation is only for the Reports section, the number of records you will be
$LatestComment Variable
We have a field in the default closure notification for a Task called $LatestComment. It always come back blank in the email after a closure, eve if there are comments added prior to closing, Does anyone know how to correct this?
Additional fields
Hello guys, I was experimenting with some additional fields to build some templates for us. I noticed a 'Web URL' field so i hoped for the best. Unfortunately it is not, and hardly worth naming as such... it is not behaving as a true URL if you go look into the details of a service request. You cannot click it, because it opens in edit mode - as a result you cannot click the URL itself to open the address. It is really, but really disappointing to see something like this... this is just adding a
Does selecting "Show this notes to requester" notify the requester?
When selecting this box, does it notify the requester? Or does it just make it visible?
ServiceDesk Plus OnDemand UI Enhancement - Footer Bar
Dear Customers, As part of features and User Interface[UI] enhancements a static "Footer Bar" will be added to ServiceDesk Plus OnDemand screen. "Footer Bar" will be loaded with functionalities for easy & frequent accessibility. "Footer Bar" would be added and will released very shortly i.e within this week. Kindly refer to the below images of the static "Footer Bar" for reference and it will have "Live Chat" & and "Feedback" for Technician & "Live Chat" for Requester login's : Footer Bar --> Live
Upcoming Release : New Features and Enhancements in Assets, Software & Software License
Dear Users, We are gearing up for the next release with "New Features and Enhancements in Assets, Software & Software License" of ServiceDesk Plus OnDemand. Below is brief on the enhancements with respect to new features & UI that would be coming in the release : New Features: Software suite Create a software suite with a group of component software applications and manage licenses. https://help.sdpondemand.com/add-new-software-suite https://help.sdpondemand.com/view-software-details Downgrade rights
ServiceDesk Plus Cloud - Customer DB Access
We strongly suggest that ManageEngine allow (somehow) their SDP Cloud Customers to access their DB to generate reports using Crystal Reports or Excel. Maybe this is not an easy feature... Or will take some time. But it is very important! If you will develop this to all customers as default feature or as a Licensed Add-on, doesnt matter. The important is to have possibility. In ServiceDesk Plus On-Premiss it is possible. Of course IT IS POSSIBLE in a Cloud version... But of course, again, not in same
Custom incident template creation
I'd like to make a custom incident template for my students to use for laptop repair requests. At a kiosk, they would scan the barcode of the laptop, select from a drop down list of possible problems, and 'optionally' enter a brief description. Then tap 'submit' very simple Is this doable in ServiceDesk CLOUD Thanks!
Duplicate Organization
Instead of accepting my invite user has created own sdponmanageengine account. How to delete organization & join my invite
One Time Password[OTP] for new user additions or new login access to verified domains
Dear Users, ServiceDeskPlus OnDemand is enhanced with security policy for new user additions or new login access to verified domains. When you add users to verified domains from the ESM directory or enable login access to existing users of verified domains in the application, they will be shared a one-time password via email, with which they must log in to the application and reset their passwords on the first login. Kindly refer to the below image for new user addition invitation mail along with
Parts list for repairs
Just getting started with ServiceDesk Cloud. What's the best practice for listing available parts for our laptop repairs in the system?? Thanks!
Contracts Application
Dear All, Can I Link contract application to a Site ? Thanks Samir Saadeh
Delete Categories / Sub-Categories
Hi We are tidying up our categories and sub-categories and want to check what will happen if a category or sub-category has been used and we delete it? Will it be removed from any calls which are still open? Will it be deleted or are we not able to? Your help is appreciated. Thanks
Who the email was sent to
Hi. When someone sends an email to multiple recipients, including our service desk account, there doesn't seem to be any way inside service desk plus to see who the email was also sent to?
I do not count with email reception in the plataform engine
Hi Colleagues, Could you help us with the issue since September 1 we stopped receiving emails for the cases we handle on the platform, as I can fix it. Thanks you for your help. Best Regards Luis Mendez
Is there a report for the most basic metric?
I'm new to this forum and fairly new to ServiceDesk Plus. I run a small department of 3, including myself. Of the dozens and dozens of pre-programmed reports in SDPlus, is there a basic report that shows number of tickets per week or number of tickets per month? Really basic stuff. I can't find it - and I certainly don't want to program it. Thanks for any direction you can provide.
Report on Requester tickets
I need a report on a requester's tickets with ticket details. I do not see anything in the canned reports that resemble what I need. Could someone give me advice on how to build that out?
Archive searching
Guys, I have some older tickets (few years) with some crucial information. How can i search the archive? This is rather important, because i use my older historic tickets quite frequently. I've set it to three years now (last year). With regards, Sven
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
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