Confidential tickets?
Is there a way to limit access to certain tickets i.e. a HR related request that only certain technicians should have access to view?
Change Zia name (Chatbot) and Welcome Message
Hi, We want to customize the name of our Chatbot in to something, and replace the welcome message with our own custom message, is this possible? Thanks
Assigned technician and Automated email replies
I have Incident Templates for 44 of my properties and they are broken up into four Regions, one technician is assigned to each Region. Our IT department set up the initial Incident Templates, Sites and Regions based on the area that each technician covers.
Dynamic email subject processing
I have an job being raised by email, the subject line is standard, "[failed] XXXXX This job has failed" I want to read the XXXXX characters and dynamically assign a Site based on the string. Rather than a if XXXXX = ABCDE then assign to ABCDE site and
Email processing
I require some more complex incoming email processing. I need to be able to create a change or problem from an email. I need an email needs to be matched to existing tickets with a reference from a custom field
Date picker without time
I would like to be able to have a date picker that only sets a date and not also a time. When create a custom Date/Time field a user must be able to select if time is also needed. And in addition to this a time should also be selected separately without
SDP Cloud failure with O365
For no reason our mail fetching from SDP Cloud has stopped, nothing in SDP logs or Microsoft side that gives any indication. Removed O365 Mail integration to add back in again and successfully pass the Microsoft SSO stage but fail afterwards with a mesage
Upcoming enhancements in Assets, Requests, Maintenance, Solutions, Announcements, Dashboard, Reports and Setup in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Assets, Requests, Maintenance, Solutions, Announcements, Dashboard, Reports and Setup in ServiceDesk Plus Cloud. New Features Test credential in Credential Library (Probe) Users can validate
"Unknown Error Occured" Error Message
Hi Support, One of the technician are encountering this error message everytime logging in to the account. How to fix this?
Imap leave message on the server
Hi, we are fetching emails from email server using imap, once the new email is fetched then the ticket is created but on the email server there is no more this message is deleted during fetching. Is any way to configure servicedesk cloud to leave messages
[Free webinar] Embed decision intelligence in your ITSM operations by integrating ServiceDesk Plus and Analytics Plus
Hey there, As traditional reporting mechanisms often miss out on emerging trends or subtle insights into your ITSM landscape, it is beneficial to leverage advanced analytics that arm IT leaders and service desk managers with deep ITSM insights. If you're
SD+ Sandbox - I don't have mail server configured - how can I test workflows?
Hi - I am new to creating workflows & I therefore want to fully test them within the sandbox environment - however, when I run the flow I've created I get an error message stating workflow execution failed - mail server not configured. Is there a way
Upcoming enhancements in Assets, Setup, Requests, Releases, Zia in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Assets, Setup, Requests, Releases, Zia in ServiceDesk Plus Cloud. New Features Asset Allocation Details Asset Allocation Details provide a comprehensive view of assets, consumables, and
Asset Allocation Details by Site
Being able to select a user or department to fetch asset allocation details is a huge improvement. However, please give the option to view assets by an entire site instead of by user or department only.
Show additional information on parent request from Task view
When viewing a task, very limited information is displayed on the parent request, just the request name as a clickable link. It would be helpful to see additional information in this view, such as the request ID, priority, status, and group/technici
ServiceDesk Plus training | Ireland | March [Workshop]
Hello there, The ServiceDesk Plus workshop is coming to Ireland, bringing with it tips and tricks to help you elevate your service desk processes. More than just a training session, this workshop is designed to help you discover the untapped potential
ServiceDesk Plus training | UK | March [Workshop]
Hello there, The ServiceDesk Plus workshop is coming to UK, bringing with it tips and tricks to help you elevate your service desk processes. More than just a training session, this workshop is designed to help you discover the untapped potential of ServiceDesk
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
Report Help
Hi all, Looking for assistance here I am struggling to figure this out and wasn't given much time to try and create it so I come to you wonderful people. I am trying to create a report that will show weekly the number of requests that were created and
Additional Support for Email Commands
A number of our templates use the 'Approver(s)' system field for requesters to assign their team manager ad-hoc as approvers for Service Requests. There are some templates that we would like to raise calls with using email commands, but are unable to
Time Elapsed and Time Spent
Dear Users, We got quite a number of suggestions and feedback's regarding the usage of "Time Elapsed and Time Spent" in the Request & Reports modules of ServiceDesk Plus OnDemand. Although the two words sound similar, both are different though and we have taken up changes in its naming conventions. Hope you are all aware of our next release is going to be on Request Assessment Details - Request Tab(Time Elapsed Analysis) and Report Metrics as detailed in : https://forums.manageengine.com/topic/what-s-coming-up-next-in-servicedesk-plus-ondemand
In our dashboard resolved tickets dont show up in the home dashboard and in reports of completed requests
Hi In our organization when we finish a ticket we RESOLVE it and we dont CLOSE it, we only CLOSE when there is nothing we can do about it. In the settings the status resolved is in the completed section in the statuses tab, yet when we resolve tickets they dont show up as completed and only the closed ones show up. Thank you
Resolution Time Error?
Hello folks, I've reached out to support about this issue but it appears we are not understanding each other, so I hope to re-open this pain point for us and get clarity. Here's our scenario: HR opens a future dated request (3 weeks away) for a new hire,
Display Followers/Shared With in Right-side Widget
Display follower information/shared with information somewhere in the widget instead of Actions -> Manage Followers to view followers or who the request is shared with
Remove "Expired" assets after a certain number of days?
Is it possible to Delete Assets that have been set to expired after a certain number of days?
Microsoft SSO instead of Zoho OTP
We are deploying ServiceDesk Plus to our organization. When users log in, they are prompted to enter their email address and then sent a Zoho OTP. Is it possible to use Microsoft SSO instead? We are using Azure as the identity provider and it is working.
My Groups - Mobile App
Currently the mobile app (Service Desk Plus Cloud) does not have the option to filter the requests based on group (technician group). Is there a roadmap on this for future launch? It would help 95% of teams that work tickets to be able to view their group
Request Technician Auto Assign: Tech Availability versus Online Status
For Requests - > Technician Auto Assign: Question is about the checkbox for "Auto-assign requests based on technician availability." Suppose on the Tech Availability Chart, a technician is shown as "away," for all day today. Yet, that technician still
Self Scan Deployment
Hi All, I am looking at deploying the Self Scan.exe to all devices in my company using an Intune App deployment with the script also deployed but this method does not seem to deploy correctly and populate our ME instance with the devices. I am just wondering
Zia PIR
Hello! I recently stumbled across Post Incident Review by Zia but the information about it is very limited, is there any way to get more information about it? Is it configurable in any way? If yes, how? Best regards, Thomas
Integration for Jamf
Option for integrating with Jamf for Apple device information to be imported as assets for any device that is managed by Jamf, similar to the way Intune can be integrated.
Zoho directory not updating User fields to Service Desk Plus
Hi We have noticed that since the start of 2025 new users created in Service Desk Plus from the Zoho Directory are missing some information. Zoho directory is picking up the user Department from Azure, but not syncing the Department with the users record
Announcement: ServiceDesk Plus Cloud price hike update
Dear Customers, Thank you for being a valued customer of ServiceDesk Plus Cloud. This is an announcement about the price hike across all editions of ServiceDesk Plus Cloud, effective May 20, 2024. Please note that this communication is intended only for
Service Desk Plus - Cross Timezone Issue
Hello everyone. I would like to raise this concern or issue if anyone encounter this kind of problem in logging in Service Desk Plus. It will display about Cross Timezone. I did my troubleshooting and issue still occurs. Troubleshooting -Adjust the correct
[Free webinar] How to design the perfect SLA, SLO and SLM compliance dashboards
Hi there, IT teams today face mounting pressure to deliver top-notch operational reliability, service accountability, and customer satisfaction. But without clear visibility into crucial service-level metrics like SLA, SLO, and SLM, this can feel like
User does not have this permission
We are implementing a client to integrate with the SD+ APIs (add/edit/get/delete requests). We can currently read a given request, but if we try to create a new one, then we get an error response message (below is the response we get using Postman): {
A Form Rule that is executing a Custom Function causes the Service Template to break.
As per the title, I have created a form rule with these rules (generalised): Additional Field is a Pick List Execute when a request is: Created & Edited on field change of {Additional Field} Conditions: {Additional Field} is "No" Actions: var confirm
Ticket History
Hi, I would like to know if it is possible that when the requester receives the answers given from the platform, he can receive the entire history of the ticket. That is, the entire conversation. I have tried adding the Description variable, but it only
All requests history
Hi, I'm just wondering if there is a way to see all the requests history anywhere? At the moment we are at number 16,000 and if I'm trying to find something from 6,000 from a few years ago, it's not there anymore. Does it only keep the history for a few
Ability for Requesters to Edit Their Own Requeset After Submission
Hello, I was wondering if its possible to enable the ability for requesters to edit their own request after its been submitted. After doing some research, it appears that this functionality is available on SDP MSP. Is there another way of enabling these feature? Thanks, Neil
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