Upcoming enhancements in Requests, Problems, Setup, Integrations in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Requests, Problems, Setup, Integrations in ServiceDesk Plus Cloud. Sandbox During migration, users will be temporarily unable to create, recreate, validate, or deploy the sandbox. Enhancements
Remote Connection: Failed to create a remote control session : For input string: ""
We are using Service Desk Plus Cloud (Professional Plan) When attempting to use the Remote Connection, it first asks you for email, and once you click Invite it displays a red banner at the top of the page saying: Failed to create a remote control session
Remove Service Categories
Receiving an error when trying to add a new Service Category -- I've went through and deleted or deactivated old/unused categories but still cannot create a new one. Is there a way to know how many categories we need to delete -- currently have 198
Change Enablement - Review Stage - Provide value for field status
Hello, I have been creating new workflows & templates within our sandbox environment for Change that I have been testing before implementing into Live. I have created a new Standard (pre-approved) template that I have tested end to end to ensure the flow
Next Release : Zoho Analytics (previously, Zoho Reports) Integration Enhancements
Dear Customers, The next release for ServiceDesk Plus OnDemand - "Zoho Analytics (previously, Zoho Reports) Integration Enhancements". With new enhancements in Zoho Analytics integration, you can now generate reports under these new modules: Changes Projects Solutions Request Assessment Archived Requests User Defined Fields in Zoho Analytics Additional fields in ServiceDesk Plus cloud can now be included as user defined fields in Zoho Analytics. New Columns New columns have been added to existing
[Free e-book] 5 hidden IT correlations you’re overlooking
Hi there, Is your IT team stuck in the constant loop of reacting to issues instead of preventing them? Fragmented data and siloed operations are the likely culprits! Uncover hidden dependencies and build proactive operations with the power of AI-driven
SDP Concurrent License for Technician
I know this have been up for discussion previously but I haven´t seen any new regarding it. Are there any plans on changing from "Name Techician" to "Concurrent logged in techician" in Servicedesk Plus Cloud? If not for the entire domain, but would it
disable edits in details view
In details view you can update fields and even though there is a rule that is set to make an additional mandatory, it isn’t forced before saving. Worse the rule will run if just the one field is updated, and then will run the second rule if the next field
Ability to Bulk Edit Change Requests
We've run into a scenario where we needed to migrate change and request tickets to a new Site. It was a process to migrate all our tickets to the new site but now need to work on migrating 1000's of Change tickets. Is there any way a bulk action could
Improvements to new Dashboard (2025)
A few suggestions to improving the new features for the default dashboards: Ability to add more than one status (field) to a filter. For example, I can only highlight individual Status names and not a collection a names (Open vs. Open, WIP) (OnHold vs.
Masterclass 2025: Episode 2 - Reimagining your service delivery operation to deliver best-in-class service experience [Mar 26]
Hi there, We are excited to invite you and your team to the second episode of Masterclass 2025. We will discuss step by step how to design, implement, and manage a powerful service delivery model to cater to your organization's service needs. We will
Make updates (Remove) Stages on Change Template
We want to revamp what stages we are using in a new change template. How do we remove stages so they don't appear on the side of the screen? Here's the change: We want to remove Testing and UAT/Training and Review Here is the setting in the associated
Survey Report
I get different results when I use each of these options. One has the survey details, but the data ends in 4/2024 and the other has current data, but no survey details. What are we doing wrong here?
SDP Cloud - No option to delete a requester
We are using SDP Cloud and are importing our users via ADSync. I manually created a few test users, but now when I try to remove them, there is no DELETE option under Actions. There is no email address associated with the user anymore (in the screenshot,
Setting up Twilio as SMS Gateway
Hi, I'm trying to set up Twilio as a SMS Gateway so that techicians are notified when a P1 ticket is raised. Anybody had any luck? These are the settings that are required and Twilio is set up correctly. Any help would be great. Thanks
ServiceDesk Plus Cloud API - upload file attachments using MS Power Automate
Hello, I am using MS Power Automate ("PA") to upload file attachments from Sharepoint to a ServiceDesk request via the API. I am getting a response from the API that I am not understanding. The response is: { "response_status": { "status_code": 4000,
Masterclass 2025: Episode 1 - Getting started with ServiceDesk Plus Cloud [Feb 26]
Hi there, We are excited to invite you and your team to Masterclass 2025. This series offers free monthly training sessions to help you get the most out of ServiceDesk Plus Cloud. Each episode focuses on a specific module and provides in-depth training
SeviceDesk Plus (CLOUD) ESM Instances Type
HI, I have been reading and watching some of the webinars and decided to start using the ESM functionality which I think is excellent. When I was about to create my first instance i notice the field INSTANCE TYPE, which i have to confess we lack a little
Configuring Notes behaviours
Can admins configure the behaviour of the list of users shown when adding a Note comment with the @ symbol? We'd like to prevent notes being sent accidentatly to the wrong address or an individual outside of the organization. Ideally the first option
Additional Data Tables
Please can additional data tables be added to SD+ and Advanced Analytics that capture historical data for all predefined fields? Tables like this already exist for the Group and Status fields ('Support Group History' and 'Status History' respectively)
List assets that are not under an active contract
Hello everyone, I'm trying to list all our assets that are not under an active contract but I don't know how to achieve this in ServiceDesk Plus. In the assets module, there is a filter called "Not in contract", but it won't show assets that are under
convert incident to service request Automatically | By using custom functions etc
convert an incident to service request Automatically | By using custom functions etc
How to Pre-Populate Template B Fields from Template A?
Hello ManageEngine Community, I'm using ServiceDesk Plus On-Demand and need assistance with template customization and data population. Background: Template A: A frequently used request template with fields used when creating follow-up requests. Template
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
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