Masterclass 2025 AMA episode: Submit your questions now!
Hi everyone, We're excited to announce that our fifth episode of Masterclass 2025 will be an ask me anything (AMA) episode where our product experts will answer your questions on June 25, 2025 at 11am BST/CDT/PDT and 3pm AEST. We are thrilled to have
Custom Actions -- set due by date based on field
In our onboarding and offboarding templates we prompt the manager to select the employees expected Start Date or Expected Departure Date. We try to encourage these forms be submitted 2 weeks prior to either event but this happens in rare occassions so
Modify subject line add text to the end
Hi I want to add a custom function so that when one of our Patch Testers raises an incident it updates the subject line and add "Patch Tester" to the end of the subject line. I can't seem to get the script to work?
Ticket Age Report
We recently migrated to the Cloud version and no longer have access to our Zoho Analytics reports. I'm looking to recreate some reports in Power Bi or with the native SD+ reporting function. Has anyone created a report to show how long tickets have been
Approval in a Workflow
I have created a workflow to automate an approval. Problem is when I set the field update for Approval Status, it sends another Approval. I know that field updates trigger approvals, however, I cannot get the Approval Status to change without this field
Servicedesk not fetching email even sync
Dear Servicedesk team, Hi team, we're experiencing an issue with receiving emails from our linked M365 account's mailbox in SDP On-Demand.
Loan and return laptops using bar codes
I support a K-12 school that issues laptops to the 9th through 12th grades students. I would like to set them up in the asset management as loanable. When the student is issued a new laptop it will listed as loaned and when turned in at the end of the
Service Down
Manage engine SDP Cloud is going down off and on all morning. It's currently down and the website won't even load. I am getting ERR_CONNECTION_CLOSED in the browser.
Top page takes a very long time to display
Since around 14:00 on 6/6 JST, screen response on SDP Cloud has been very slow. It takes tens of seconds to several minutes to display the screen. In particular, the first time the top page (...../HomePage.do) is displayed, it takes a long time. After
Reporting manager of On behalf of user
Currently we are trying to build a workflow that will send approvals to the reporting manager. But there is not an option to send the approval to the reporting manager using the on behalf of user field instead of the requesters reporting manager.
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Append the subject line in SD_+ request with a cutom field ( SCRIPT)
HI Im trying to append the subject line with a custom (additional) field called Employee's Name (UDF_CHAR7) so that the subject field has the existing subject line and then append the Employees name to the subject when the form is saved (submitted) the
Upcoming enhancements in Problems and Setup in ServiceDesk Plus Cloud
Dear users , We are elated to announce the upcoming enhancements in Problems and Setup in ServiceDesk Plus Cloud. Service Category Enhancement Service Categories now support a hierarchical structure with parent and child categories. You can define up
Calculated time between fields (combined)
Scenario: We have a template where users can submit a request to work remotely for up to 90 days in a calendar year. The user can take all of the allotted time at once or divide it up throughout the year. Use Case: HR would like to better track the total
Important Announcement: End-of-Life (EOL) for v1/v2 URLs
Dear Users, We'd like to notify you about the forthcoming updates to ServiceDesk Plus Cloud. After careful review and consideration, we have decided to initiate the End-of-Life (EOL) process for certain URLs on our website.Kindly refers to our api document
Staff Photos on Service Desk plus from Azure
Are there any plans to sync staff photos stored in Azure to Manage Engine, this would be via Zoho directory. We believe this would be beneficial to technicians.
Importing attachments
Since the information available on importing is just terrible. Does anyone know how I am able to setup the csv/xlsx file so that i can import attachments to a task within a project. I have the Project ID and the Task ID but the system does not seem to
auto create a purchase request
I would like to keep the service Request as primary contact for all my users. When they are requesting purchase of new items we currently have them open a Technology>Service>Acquisition request. I'd like it to collect the basic details then open a purchase,
Change Description: Move to top in Request View
We'd like to be able to manage how fields, specifically the CR Description, are displayed in the Details page. We've configured the template to show the user the Description field at the top of a new CR but when the CR is saved, it puts the Description
Access to all instances by Organization Admin
I understand this is by design, but it would be helpful if Organization Admins had the ability to access the Setup menus for all the organization's instances, whether they are a technician in them or not. We essentially have to pay for an extra license
Integration ServiceDesk Plus Cloud with Microsoft Power BI
Has anyone successfully been able to integrate SDP Cloud with Power BI? If so could you give me some direction please. Is there any plans in the pipeline to have this integration developed?
Release Attachment enhancements
Users may add an attachment at any stage of the release. Just like notes and approvals, it would be very useful to see all the attachments on one page with an indication of the stage it was attached to and who attached it. I would also like to be able
[Free e-book] Get started on AIOps without spending the big bucks
Hi there, Is your IT drowning in siloed tools, sluggish responses, and constant firefighting? It's time to break that vicious cycle and expedite IT outcomes with AIOps. Download our latest e-book and discover how analytics-driven AIOps eliminates silos,
Mailflow Issue
Hi guys, we're experiencing an issue with receiving emails from our linked M365 account's mailbox in SDP On-Demand. However, we have no issues with replying to tickets which sends emails via SDP On-Demand to the end users mailbox. Is there an on-going
Emails have stopped being processed
No emails are being processed into cloud
Expedite IT outcomes with GenAI and AI capabilities [Free webinar]
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Task Dependencies in Service Request Templates - SDP Cloud
Hello, I was wondering if the ability to create tasks that trigger more tasks within a Service Request template is possible in SDP Cloud? We have a new hire Service Request template where we wanted multiple tasks to be triggered after completion of the
Issue with sending emails from ServiceDesk Plus Cloud
Dear Customers, We're currently experiencing an issue affecting mail sending from the ServiceDesk Plus Cloud application for some customers hosted in our EU data centre. We recognize the impact this may have on your workflows and sincerely apologize for
Example command for DUEBYDATE in Email Command Parsing
I am trying to use Email Command Parsing to create New Starters based on emails from our HR system I'm able to set the TEMPLATE / GROUP / SUBJECT / ASSET fields no problem eg: @@TECHNICIAN=Jane Smith@@ This works correctly. However I want to make the
Technician Last Log In
Hi Could you help me build a query/report that tells me last log in time by each Technician please. We are using the cloud based version of Service Desk Plus. I have tried to follow links on previous questions of this nature but the links are dead. Example
Mail Fetch
Anyone else currently experiencing mail fetch issues? The system doing everything with email except for the fetching and it only just started a few hours ago. Email account has been verified to be working correctly through 365 and support is acting like
Support for scripts using mobile application
Actually if a requester opens a ticket using the mobile application, custom scriprs associated to a form rule doesn't work. Is it possible to plan scripts support for tickets opened by App?
Undo merge of requests
Hi all Sometimes when merging requests we select the wrong parent request. Is it possible to undo the request merge? Kind regards Steve
Space Management in ITDesk instance
It would be useful to manage Spaces also in ITDesk instances, for instance for meeting rooms and associated devices for asset inventory pourposes.
Consumable API
Hello. Did SDP have API for consumables? I need documentation consumables API for get and update consumable, add quantity, and allocate. Thank you!
Masterclass 2025: Episode 4 - Streamlining critical ITSM practices with no-code low-code automations in ServiceDesk Plus Cloud [May 28]
Hi there, In the fourth episode of Masterclass 2025, learn to automate critical ITSM practices end-to-end with no-code automations and low-code components. We will go over how to configure business rules, setup SLAs, and other essential automations that
First Response Calculation for Reassigned Tickets
Hello There, We would like to address a concern regarding the calculation of the first response time for tickets that are reassigned between groups with different coverage windows. Currently, when a ticket is reassigned to a group with a different coverage
Add an Attachments navigation menu to Releases
Users may add an attachment at any stage of the release. Just like notes and approvals, it would be very useful to see all the attachments on one page with an indication of the stage it was attached to and who attached it
"Report an Issue" button no longer opens Incident Template catalog
A few users have reported that when selecting the "Report an Issue" button from the home page it now opens up the same specific template instead of the catalog of incident templates. The template that is opening isn't even the default. We are using the
Upcoming enhancements in integration, setup,CMDB , and worklog in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in integration, setup,CMDB , and worklogs in ServiceDesk Plus Cloud.Below is a brief run-through of the same. New Feature Integration Azure OpenAI Integration Integrate ServiceDesk Plus Cloud
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