Task Notifications
Hello all, Trying to understand how the following task notification works: How is the time spent value determined? Is the owner referring to the task owner? If so, what is the purpose of the task owner notifying themselves when they determine time spent
Question of asset acknowledgement
Our computers attached some components. Like Monitor, Docking Station, Headset etc.. Is this function can send the computer acknowlege with these components? if my computer with monitor, docking station, headset.. I will receive four emails. Currently,
Upcoming enhancements in setup like Underscore URL Enhancement, List view Data Export, Notification, Requester Portal Search Customization, Release Management, and Request.
Dear Users, We are elated to announce the upcoming enhancements in setup like Underscore URL Enhancement, List view Data Export, Notification, Requester Portal Search Customization, Release Management, Request .Below is a brief run-through of the same.
Adding new field to Assets
Our purchase orders reside in another application and are handled by a different department. We would like to add a new field to all Assets called "PO number", that way we can reference which PO an asset is assigned to. We would also need to be able to
Request page UI for requestors
Hi ALL. I setup new cloud instance i have some UI confuse (( I create some SR template. In Technician View page I added and sorting all my (as technician) must have fields. (1st screen) In Requester View page I added and sorting all must have fields (for
Notification Rules - Editor
Hello all, Under Setup > Automation > Notification Rules there are 4 notification rules that reference an "editor" but I do not see where this editor value is stored. I don't see a way to assign an editor on requests. I don't see a way to distinguish
How can I duplicate Milestones in Projects?
How can I duplicate Milestones? If this is not possible, is this feature in your roadmap? If so, when is the ETA? PS: Not on cloud yet
Single view of assigned tickets and tasks for technicians
Add single list where technicians can get a view of all tasks and incidents/requests assigned to them. Ideally, I’d like a list of all incidents/requests assigned to the logged in technician, and any tasks assigned to the them and associated to a ticket assigned to the technician would be displayed as a sub-record of the incident/request. Tasks which are assigned to the technician but the parent ticket is assigned to another technician should be displayed as well, but should clearly indicate who
Masterclass 2024: Episode 2—Setting up a powerful request fulfilment engine with ServiceDesk Plus Cloud [Mar. 27]
Hi there, We are excited to invite you and your team to the second episode of this year's ServiceDesk Plus Masterclass series. In the second episode of Masterclass 2024, we will discuss the step-by-step procedure to design, implement, and manage a powerful
[Free e-book] 5 inefficient asset management practices that are costing you
Hi there, Are asset inefficiencies silently draining your IT budget? Uncover hidden asset inefficiencies, optimize procurement practices, and derive maximum value from every IT investment using powerful analytics. Our latest e-book provides data-driven
How can I change the Organization Admin?
I've setup ServiceDesk Plus Cloud for our team. Because I did the initial setup I'm also the Organization Admin. How can I change this and assign this role to another user?
SDP on Prem to cloud
Hello, We're planning to migrate SDP on Prem to Cloud. (14200) (DB postgre). Is there any important things to know regarding the migration of SDP on prem to cloud related to the CMDB? bugs, issue, limitation, process, etc...
Balancing Act: Navigating Trade-Offs Between Convenience and Security in Public Cloud Services
Hello Community Members, I hope this message finds you well. I'm reaching out to seek your insights and experiences regarding a crucial aspect of our digital landscape – the trade-offs between convenience and security when utilizing public cloud services.
Create a Official Microsoft Sentinel Playbook to create/update Helpdesk tickets
we don't have inhouse dev it would be great to have a official Sentinel Playbook supported by Zoho that can create support incidents to support ticket creation where SOAR cannot help or work. the ability for the ticket to be updated the ability for the
ServiceDesk Plus Cloud service interruption?
Is there an outage with ServiceDesk Plus Cloud at the moment? Site will not load. An "Our service is temporarily unavailable" message popped up once, but overall the site is just partially loading. I don't see anything in the Manageengine status pag
Rule for autoassign request
Hi ALL We have fresh instance in Cloud. Company has many sites (100+) and 5 Departments. Each Department is located in many sites. I need create rules: 1) if Requester is from Department-1 - assign request to some group-1/technicians 2) if Requester is
Service desk plus cloud api unavailability
for this python api code I get this error and I don’t know what to put in value import requests url = "https://sdpondemand.manageengine.com/app/itdesk/api/v3/unavailability" headers = { "Accept": "application/vnd.manageengine.sdp.v3+json", "Authorization":
Hide some fields
Hi ALL Currently request details page has right block with many info. In our instance many of them are empty. How we can hide empty field ?
Bulk Reassign Department of Requests
Trying to see if there is something I am missing with this. I am attempting to remove old departments instead of simply inactivating them, but I am unable to delete these departments as they have requests associated with them. I know that there is a way
Asset Categories
Is there a way to add additional asset categories for what shows up on the "New Product Type" form? It would be nice to create my own set of options for that point of entry.
Notification based on similar incident or requests submitted
Hello, Does anybody know of a way to create a notifcation when, for example, 3 incidents or requests with the same Category are submitted in one hour?
Approvals on Incidents
I am very dismayed to learn that we cannot have Approvals on Incidents. This is terrible! So I have to pay for the Service Category add-on to be able to send automatic approvals on the Standard Plan Instances? On the Instance where I have Service Categories
Upcoming enhancements like Reply Assistance with ChatGPT,Analyze Usage Statistics,Azure User Sync Enhancements,Asset Acknowledgement,Custom Widget
Dear Users, We are elated to announce the upcoming enhancements like Reply Assistance with ChatGPT ,Analyze Usage Statistics,Azure User Sync Enhancements ,Asset Acknowledgement,Custom Widget .Below is a brief run-through of the same: Enhancement Integrations
Custom Additional Field Called in Subject Line via Custom Script
Good day SDP Community, I am, as the subject line implies, trying to create a custom script in SDP Cloud that calls two additional field variables and inserts them into the subject line, depending on whether or not the employee is being onboarded or offboarded.
Is there any way to automate to add notes in tickets when it was assigned to Support group?
Is there any way to automate to add notes in tickets when it was assigned to Support group?
Reporting - inaccurate data being produced on Active Requests
Hi there, I seem to be having issues with producing accurate reports that relate to my team's workload. The steps I take to produce the issue are: Click on Reports > New Custom Report Tabular Report Module: Requests/All Active Requests Proceed to Report
Feature request - ability to filter out result via right-mouse click
Hi there, I'd like to submit a feature request that I think could be quite useful. When you click on Requests, and use one of the filters, e.g. All My Requests, could there be functionality built in which would allow you to drill down into that list further?
Add Approval to incident template
How do I set up approvals on an incident? When I go into new template the only thing showing to the left is Technician. I would like to have the system send out an approval request and set up who can approve it. Is there anyway I can do this?
Generate First Response Violated Report
Hi I would like to generate a First Response Violated Report. I have done the configuration in Setup > Reports and created a customized report. I have configure the Filter: However, its generated a wrong report. please help regards
Generated wrong Report in 'Reports'
Hi All, I would like to generate the First Response Violate Repo I set the filterFirst Response Overdue Status is TRUE. However, it generates an incomplete report seem it is wrong.
Change Actionable email submit giving error
All We are getting the below error message on Change Approvals viz email. The workflows and Integrations are setup and it just started happening the last few days. We are getting this on the top of the approval email and we have never seen this before
Service outage dashboard
Has anyone come up with a clever way to show a service outage dashboard on the requester portal? Something that shows information on known system outages and their status. I was hoping to leverage the Executive Dashboard feature to build something from
Masterclass 2024: Episode 1—Getting started with ServiceDesk Plus Cloud [Feb. 28]
Hi there, We are excited to invite you and your team to this year's ServiceDesk Plus Masterclass series. In the first episode of Masterclass 2024, you can learn how to set up basic and essential configurations to get started with ServiceDesk Plus Cloud.
[Free webinar] 5 quick steps to drive service desk cost optimization
Hello there, Reduced budget wastage, streamlined asset management, and enhanced service desk efficiency—this is everything you stand to gain at the end of this webinar. Join the session and discover data-driven strategies that bring significant improvements
Supercharge cost optimization in your service desk with report bundles
Hi there, Are inefficient asset purchases draining your IT budget? Should you repair or replace? How does workforce expansion impact IT spending? Discover data-driven solutions to optimizing service desk costs within minutes. With the latest report bundle,
Warning when sending notification to an email not associated with a user
Our organization has a number of email distribution lists, including one for all staff. When sending email notifications from the Requests, Changes, and other modules, ServiceDesk Plus allows you to type in an email, which is excellent. A helpful enhancement
Where to find Technician API Key for rest
Hi, Using ServiceDesk plus On Demand, I'm trying to get hold of my technician API key, i've seem various versions.. for different version, non seem to be valid. Clicking on my profile - no option, personalise - again no option, going into settings, and
Upcoming enhancements like Sample Entry population, Asset Fine-Grained Access , Share requests , Follow request, Zia auto approval
Dear Users, We are elated to announce the upcoming enhancements like Sample Entry population, Asset Fine-Grained Access , Share requests , Follow request, Zia auto approval. Below is a brief run-through of the same: Enhancements Sample Entry population
How to integrate RACI / Access Matrix in Solutions SDP?
The RTF content box is challenging, you can put tables and images however the maneuverability is not that much flexible. I wonder how some people can make adding solutions more interesting and easy to use, specially those with documents that are tab
Unified Agent Availability in SDP Cloud
Is there any update on when the Unified Agent will be available for use with SDP Cloud?
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