SDP performance today
Our instance faced spotty slowness today from about 1:15p-1:35p US/Central for all technicians and with all functions. (Most pages took a long time to load, >10 seconds, although occasionally during this timeframe things were returning closer to the normal
Resolution template capacity
Would it be possible to expand on the current maximum limit of 20 resolution templates? All it requires at the moment is for 10 different resolver groups to face 2 common issues each to reach the maximum capacity of resolution templates available. It
Upcoming enhancements like Operational Hours and Special Operational Hours and Holiday groups
Dear Users, We are elated to announce the upcoming enhancements like Operational Hours and Special Operational Hours and Holiday groups. Below is a brief run-through of the same. Operational Hours and Special Operational Hours Configure group-based operational
[Free webinar] How to eliminate service process inefficiencies and save costs
Hello there, Optimized technician efficiency, increased chatbot adoption, and enhanced service delivery—these transformative outcomes await you at the end of our latest webinar. This session covers proven strategies to eliminate widespread service process
Change Approval Email Notifications vs Actionable Messages
Hello all, Does anybody know what determines if an email notification or actionable message is generated for Change Approvals? I am building a Normal Change Workflow with 3 approvals required at 3 different stages. I would like the Actionable Message
Need report to show workstations that are 3 years old or older and by type.
I need to have a report that will list all the workstations that are 3 years old or older. We have the acquisition date filled on all the workstations. The problem is that when I try to filter on that date, I can't enter a custom number of days or months
Is there a way to increase the number of report widgets that can display on a dashboard?
Hello, I am trying to see if there is a way to increase the number of report widgets that can be added to a dashboard. Currently, the system only allows me to add a maximum of 4 report widgets before giving an error message. I have a a business need to
Reports from Job History
Good day, It would be nice to be able to pull a report based on job history. Possible scenarios include generating a report based on certain similarities, such as being on hold; and seeing the actual history of similar jobs to understand if they were
Import/Syncronize Azure users
Hi, Team, My customer has his users on an Azure Group. I've configured that group in Azure on Zoho Enterprise Applications, which has 157 users. After that, I set the integration with Microsoft Azure and the Azure AD Sync. I kept the default field mapping
Change Approvals
Is there any way for a user entering a Change Request to manually select the Approvers for the change? Said another way, is there any way for a user entering a Change Request to deviate from the Approval configured in the Change Workflow? Our current
Survey
Hi All, I'm interested to find out how other customers use the survey function in Service Desk Plus (cloud). We've previously used the built-in survey functions and currently have the Zoho survey option selected and in use. We have around a 10% uptake
first name on the reply template
i know it has been asked before but i cant seem to get a clear answer on the previous posts so i'm creating this post to get my answer. Is the variable first name already been added on the request template? i would really want that as our naming format is lastname,firstname which make it really weird when we used the $requestname variable Request template will be something like below ------------------------------------------------------------------- Hi FirstName, This is an acknowledgement mail
ManageEngine User Conference: Turkey 2024
Dear Customers, We at MangeEngine are thrilled to invite you to our upcoming User Conference happening on May 21st and 22nd in Istanbul, Turkey. This two-day event is packed with leadership forums, product technical workshops, one-on-one networking meetings,
ManageEngine User Conference: Sweden 2024
Dear Customers, We at MangeEngine are thrilled to invite you to our upcoming User Conference happening on April 9th and 10th in Stockholm, Sweden. This two-day event is packed with leadership forums, product technical workshops, one-on-one networking
Planned DR drill UK on 15th March 2024 and 22nd March 2024
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for ZOHO UK(United kingdom) Service on 15th March 2024 and 22nd March 2024 to ensure our DR Readiness in UK Deployment. This will help us support our expanding server far
Planned DR drill CA on 15th March 2024 and 22nd March 2024
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for ZOHO CA(Canada) Service on 15th March 2024 and 22nd March 2024 to ensure our DR Readiness CA Deployment. This will help us support our expanding server far more efficiently.
Change Approval Notification
Hello all, The default approval reminder email is this: Dear $ApproverName, You have pending approvals which require immediate attention. Click on the link below to take necessary actions. $ApprovalLink Does anybody know what I would need to add to this
Email Templates - Hide Variable when not used
I have created a custom announcement template and if I do not set an End Date (the To date and time) it will show the variable name in the email instead of just leaving it blank. Below is an example. In my example, I did not set the To date in the announcement
Duplicate requests
Has anyone come up with a way to proactively identify potential duplicate tickets? It would be nice if the technician viewing the ticket could receive some kind of warning that the ticket is potentially a duplicate for another, open ticket, but in the
Requester Portal
Hello, Is there a way to filter which elements appear on the Requester Portal based on the login of the Requester? We have multiple User Groups and it would be useful to configure the Portal so when a Requester from Group A views the Portal they will
Auto Assign Due Dates
Hello, Is there a way to automatically assign due dates to incidents or service requests when they are created depending on a template? Thank you!
SD Cloud Down?
Is SD Cloud down? Pages not loading and unable to access tickets for the last 30 minutes and still ongoing.
Morning Slowness
Anyone else seeing absurd levels of slowness in the morning? We've seen it off and on for a few weeks, but this morning it was so bad the site was completely inaccessible for 15 minutes. It is up now, but moving painfully slow. It takes several minutes
Spot edits on Change Requests
Hello all, Does anybody know of a way to disable spot edits on the Change Request details screen similar to how we are able to disable spot edits on the Request details screen? We want to enforce the use of the edit button to enter "edit mode" before
Any issue with SDP CLoud. Unable to access
Hi Team We are getting below error
Default requester view permissions
Is there a way to default all new requesters to be able to view all requests? The default seems to be to let them view only their own requests, and I'd rather not have to update this every time a new users is added.
Assign task to another instance
Our organization has some work orders, for example new hire onboarding, that require tasks to be completed by multiple departments existing in different ServiceDesk Plus cloud instances. For example, for a new hire, IT will set up workstation and network
Custom html on request forms
My technician users are asking if there's a way to show discretionary text on the request templates, either static text or text that dynamically displays based on a field selection. For example, if a request selects priority High and category Safety,
Changes to Technician Notifications After March 14th Release
Hello, Technicians have been reporting that since the 14th when someone replies to the conversation in the ticket that is not specifically the requester they are no longer receiving "request is appended with requester reply" system notifications. For
[Free webinar] How do you measure the business benefits of IT initiatives?
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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
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