Upcoming enhancement in ServiceDesk Plus Cloud
Dear users , We are elated to announce the upcoming enhancement in DRE sendmail Offloading in ServiceDesk Plus Cloud. DRE sendmail Offloading Emails sent via sendmail in Custom Functions are now treated as system notifications. Limitations Emails will
Department is set to General for all new users
Department is set to General for all new users Noticed this today, for all new users. Department is showing correctly in Zoho Directory, and the mapping for Department is correct, no changes since we implemented the system.
Obtain user role through Deluge
Hello there! I'm trying to discover the logged-in users role, from this, I would determine what elements to display in the presented template. For instance, if a bog standard user was accessing the Self-Service Portal logging a ticket, they would only
ServiceDesk Plus Cloud: Issue with Mail
Dear Customers, We are currently experiencing issues with mail fetching and sending within the ServiceDesk Plus Cloud application. This issue is affecting certain customers hosted in our EU data centre. We understand the inconvenience this may cause and
[SDP Cloud] Help Card for template request
Hello Support. Is there a possibility to configure a Help Card to register tickets in ServiceDesk Plus Cloud? That is to say: Use this area to display a short description or any instruction, notes, or guidelines for Requester. This is an example of what
Clear additional field
Hi Guys, how can we create a custom function to do blank the custom field on Business rules?
ServiceDesk Plus Cloud Access Issues: Resolved
Dear Customers, We’d like to update you regarding the recent access issues you may have experienced with the SDP Cloud application. The root cause has been identified as a broader incident affecting Our EU Datacentre, which in turn impacted accessibility
Regarding getting list of Requests based on specific criteria using Rest API
I am trying to get list of requests based on certain search criterias like time,ticket status.In the API documentation the steps are not provided for this type of operation. How can I do that ??
Suggestion - Add ticket subject line over Browser Tabs instead of "Request Details"
Ideally we open multiple browser Tabs of IT Tickets. It would be much easier to navigate to a specific tab if the Subject lined displayed over Tab (When a specific ticket is opened) instead of navigating through all those tabs since it just says "Request
Using API to create requests
I'm using a PS script to try and create an incident request in our SDPlusOnDemand Cloud site. I keep getting a 400 (BAD REQUEST) and can't seem to find the issue. I generate an error log that says { "Error": { "ErrorMessage": "The remote server returned
Multiple SAML Identity Providers
Hi, currently we are using Azure AD IdP with SAML integration on SDP Cloud. We have situation where our Group Company uses Google Workspace for different email domain. But we cannot add another SAML IdP. I wish SDP Cloud can support multiple SAML IdP
Look up a group based on technician selected
Currently we select a group and it pre-populates the group members. It would be a great idea to do reverse lookup. Selecting a technician and then the group field populates with only the groups the technician selected is in. Sometimes technicians forget
[Exclusive Webinar] ITOM + ITSM: A unified approach to incident, asset, and change management
Hi there, If your ITSM team is dealing with: Alarm fatigue from constant unnecessary alarms Outdated CMDBs causing audit risks Manual workflows slowing down resolutions Limited visibility into asset relationships Incidents only addressed after users are
Script to set additional field of request from requester field
Hello everyone, i would like to have a script that, on form creation, populate an additional field of the request with the same value of an additional field of the requester. I have configured the form rule on creation and added custom action "execute
Technician requests
How can I auto-assign a request to the requester when they are a technician?"
Hide certain solution topics to specific groups
Hi, I'm new to Service desk and was wondering if there is a way to hide solution topics from groups of users.Our solution topics are named after the company which makes it easy for our technicians to add solutions but even if we publish the solution in the self-service portal and define a user group, the whole solution topic tree is visible even if its not accessible. Is there anyway that only the relevant topic that have been published to a specific group can be visible? Thank you.
Activity Report
Hi Is there any way to create a report that shows all activity by agent by time period?
Link Solutions to CMDB CIs
It would be helpful to be able to link articles in the Solutions module to configuration items in the CMDB module. Our organization would like to use this to better understand the relationships between solutions and CIs, particularly in cases where an
Ongoing Mail Fetching Issue - IN Data Center
Dear Customers, We are currently experiencing an issue impacting mail fetching for a subset of customers hosted in our India Data Center. Our team is actively working on resolving the problem. Kindly refrain from making any changes to your mail server
Ongoing Mail Fetching Issue - US Data Center
Dear Customers, We are currently experiencing an issue affecting mail fetching for a subset of accounts in our US Data Center. This is impacting both Native and Modern Authentication-based mail fetching. We sincerely apologize for the inconvenience this
Category, Subcategory, Item vs Configuration Item
Hey everyone. I'm curious about the appropriate use of CSI vs CI in service requests and incidents. What is the intended purpose of each and how have you specifically implemented these two concepts into your environment?
What is the best way to add our ISPs to SDP?
To keep organized and have them easy for looking up, how do people generally add their ISPs to SDP, either contracts, CMDB, assets, vendors, or whatever. We'd like to be able to easily see which location has which ISPs at which speeds and how much we
custom role based on department
Hi Team, Is there any option or role where I can able to set a condition for asset module. In the role/condition, I want to set a condition based on the department. where one departments assets is not visible/accessible to another department technicians.
What are the OS supported in the Probe-based scan
Does SDPC have a list of OS supported in the Probe-based scan, similar to the list we have for SDP on-premises here?https://help.servicedeskplus.com/asset-scan-faqs Please note, I am referring to the OS supported list mentioned in the hyperlink under
Masterclass 2025: Episode 3 - Maximizing service uptime by employing major incident response playbooks [Apr 23]
Hi there, In the third episode of Masterclass 2025, learn to implement incident response playbooks and manage major incidents efficiently within your enterprise. We will go over the steps to configure role-based templates, create visual life cycles, and
Upcoming enhancements in Accessibility Controls in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Accessibility Controls in ServiceDesk Plus Cloud Accessibility Controls ServiceDesk Plus Cloud is now equipped with a comprehensive set of accessibility controls that ensure an inclusive
Add Request API problem
Hi, i'm trying to create "tickets" using the add request module https://www.manageengine.com/products/service-desk/sdpod-v3-api/requests/request.html#add-request When i execute my script using this payload payload = { "input_data":{ "request":
AI and ML: The ultimate solution to IT’s greatest challenges [Free e-book]
Hi there, Repetitive incidents, outages, and security gaps often drain your team's productivity. But what if you could establish a proactive ITSM landscape where AI and ML proactively predict, prevent, and resolve issues before they strike? Our new e-book
GET all Assets and Workstations via API
Hello! I've seen this asked earlier though not answered. I'm trying to use the Asset API to pull a list of ALL assets from SDPlus Cloud for a PowerApps app, using the instructions here: https://www.manageengine.com/products/service-desk/sdpod-v3-api/assets/asset.html#get-list-asset
Sending Asset Acknowledgements upon bulk imports
We have been exploring enabling asset acknowledgement recently, and in our testing we have noticed that if an asset is assigned to a user via bulk import (.csv), even if the conditions for the acknowledgement are met, no acknowledgement is ever sent.
9 ways ServiceDesk Plus accelerates the work of IT service desk managers
Attention, IT service desk managers! Explore our e-book, "9 ways ServiceDesk Plus simplifies your life as an IT service desk manager," filled with tips to boost productivity, streamline tasks, and ease daily challenges for you and your team. Here’s a
Ongoing Mail Service Issue – UK DC
Dear Users, We are currently experiencing an issue affecting mail fetching and sending in the UK DC. Our team is actively working to resolve this with the highest priority. Please do not reconfigure your mail server settings until you receive confirmation
ServiceDesk Plus Cloud – Intermittent Slowness in IN DC
Dear Customers, We're currently experiencing a network-level disturbance that's causing intermittent slowness while accessing the ServiceDesk Plus Cloud application. Our team is actively investigating and working on a resolution with top priority. We
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.
Updating Office Locations of Employees
We are standardizing office location names for employees in AzureAD / Entra. I would like to know impacts of this change as tickets and assets are associated to users via "Sites". Sites are generated via Office Location for Requesters. So If we change
SDP (Cloud) and Azure DevOps bi-directional updates and ability to create ADO Work Items through SDP
I am looking for something akin to this, https://pitstop.manageengine.com/portal/en/kb/articles/azure-devops-integration or https://dev.azure.com/HackSys-dev/ManageEngine%20-%20ServiceDesk%20Plus/_git/Scripts but written for SDP (Cloud), so in Deluge.
Hide selected relationship on a CMDB Business View
In several occasions, a CI can serve several services or systems. For example, a business view of SD-WAN consists of Network Firewall connecting different ISP, Networks, and SD-WAN. In different business view, a public-facing website depends on the same
Support custom lookup fields from CMDB in beta Power BI connector
Our organization is using the ServiceDesk Plus Cloud CMDB for tracking our various software applications, etc. and we're also using the beta Power BI connector extensively for reporting. Our application CIs include two multi-select lookup fields to identify
Support Blended Conversation in Zia Mobile
Currently Blended Conversation in Zia chatbot is only available in Web mode. For the benefit of mobile users, it is preferable to have the same experience for Zia chatbot in Service Desk Plus mobile app to render Blended Conversation.
Feature Request - Add Conversations (Notes) Tab to Assets Module
It would be sincerely helpful to add notes or conversations to assets. We want to be able to add notes regarding vendor discussions, equipment returns, etc. Something similar to the conversations tab in the Contracts Module.
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