KB Articles in Announcements
We create KB Articles and want to use the Announcement feature to link to essential KBs. Is there any way to do this besides logging in as a fake user to grab the URL link? You would figure these two features would be very closely linked.
Add Technician Shifts
Please add the ability to set a technicians work hours so that tickets are only auto assigned to technicians scheduled to work based on the creation time. Currently it will only skip a tech if they are scheduled as away in the scheduler but the issue
cant send mails from tool to outside domain users
Hi, i have added a exchange 2013 email id with the tool. while replying from the tool, mail reaches to the internal domain(my domain) users. But getting error with outside users(other domains) ERROR: "Invalid address". i have created connectors for the tool IP's and enabled everything from my exchange server but still facing the issue. Kindly help me to resolve this issue ASAP Thanks Santhosh
Mobile app unable to copy text
Hello, we face an issue with the mobile app unable to copy text from conversations. Our team is using iOS 16 and 17 on the latest SDP mobile app. When trying to copy from the Conversation text field nothing is being copied. Please see the attached screenshot
Time worked entry
We are using hosted SD+ and our technicians really only use Notes and Resolutions. However, we want to track their time worked better. We tried the worklog way, but it seems convoluted??? My ultimate would be to enter time entry and on that same page:
Create a recurring request each week automictically.
I am trying to automatically create a recurring ticket schedule for each week but cannot find where to do this in sdpondand. Can someone please help
report for Probe network scan "failed"
When a network scan completed, there is an option to view Last scan summary. Within that pop up screen show alive host with "failed" These entries don't can included into assets as they failed. Is there any report that can generated list these "failed",?
Service Desk Plus - Cross Timezone Issue
Hello everyone. I would like to raise this concern or issue if anyone encounter this kind of problem in logging in Service Desk Plus. It will display about Cross Timezone. I did my troubleshooting and issue still occurs. Troubleshooting -Adjust the correct
Make all requesters as service request approvers
Hi ALL. How i can allow be approvers for all my users ?
Network scan issue
I am using SDP on demand/Assets: I have setup a probe but network scan does not bring up all the printers found. Checking the logs on the probe install, can see it has discovered all the printer ip, and the network scan result also show the printers was
Measure and reduce ticket volume in 5 quick steps [Free webinar]
Hello folks, When your help desk is inundated with tickets, it impacts technicians' ability to deliver sustained results. Catch the warning signs of a struggling help desk, and formulate effective strategies to streamline workload management. Register
CHAT Function
In SDPC when using the CHAT feature it creates an automatic ticket. With AI, how will Zoho prevent a system from being spammed and creating mass tickets?
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
Discussion RE: Status values
new to SDP (Cloud). When new Service Requests come in they default to STATUS == OPEN. Our team then reviews if it's business impacting/critical. But they don't really mark the SR in any way other than adding a note. So, being new to this, I was thinking
Remove the technician’s name in adding a resolution
I, I would like to remove the technician’s name when I add a resolution to the ticket. I don’t want the requester to see who put the resolution. Thanks Luc
[Free webinar] 5 ways to measure and reduce your help desk's workload
Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling
SLA and different status for problems.
We need to have different statuses for the Problem module and be able to have the option of having a matrix for the SLAs. This module currently lacks these options, which makes it difficult to create a lifecycle that complies with ITIL. You also need
Custom Script to append an additional field onto the Subject
I am trying to create a custom script that a form rule can use. It needs to take the value entered into one field and append it to the subject line. All my attempts end up with null being entered. This suggests to me that I am using the wrong variable
Request updated by multiple people? New User angle
Hiya, This may have been asked before but I dunno how to phrase a search lol What I would like is for a new starter form to be updatable by HR and the chosen line manager. The image shows it better, but HR don't know what folder/system/shared mailbox
Upcoming enhancements in checklist, Users, suite view and support for new languages
Dear Users, We are elated to announce the upcoming enhancements in checklist, Users, suite view and support for new languages.Below is a brief run-through of the same: Enhancements Setup Checklist Enhancement Technician can edit checklist items and the
Planned DR Drill for China and Japan Services on 28 Oct 2023 and 04 Nov 2023
Dear Customers, We have planned to conduct our yearly DR Drill for Zoho CN(China) & JP(Japan) Services on 28 Oct 2023 and 04 Nov 2023 to ensure our DR Readiness in CN & JP Deployment. This will help us support our expanding server far more efficiently.
PowerBI Connector - Waiting for other queries
Hi all, I've recently started using the PowerBI connector for Service Desk Plus Cloud, and I'm having some trouble loading the data from Service Desk to PowerBI. When I try to request the data for the tables I need, I am consistently hit with "Waiting
Customization of Widget shown on Right side of all request screens
Does SDP (Cloud) allow customization of fields shown in the right side panel in all request screens? We do not use all of the default fields, and we like to instead be able to place some of our custom fields. Our prior system showed all data on one
Base Currency issue
Dears, I can't change the default base currency under instance Configurations and the filed is disabled.
Google analytics
Hi, I was wondering if there was any integration with Google analytics on the support that customers see or anything similar to this? Thanks
Link Multiple Changes to a Problem or Project
Often times, especially with a Project, we have the need to link multiple changes to the project. Or sometimes it can take multiple changes to resolve a problem. In either case, you can only attach one change. It would be nice to have the ability to attach multiple changes to either a problem or a project.
Multi-select lookup fields
When adding a custom field to a template, it would be great to be able to create a lookup field that supports multi-select. As far as I can tell, lookup fields currently only support single-select.
Servicedesk plus cloud merges ticket even if the ticketnumber is not mentioned in the subject or body.
We have an HR colleague that sends us tickets for accounts & laptops on a regular basis. on october 16th she sent us an email with subject "Laptop + account voor Wxxx Oxxxxxxxxx" Yet that email was added in old ticket ##54148## "laptop + account voor
Structure de scripts
Comment introduire cette action dans un script (le montage du script)? $CS.hideElement("history-tab");
[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
[Free webinar] How to make the help desk your first line of cyberdefense
Hi folks, We're happy to bring you our latest webinar on making the help desk your first line of cyberdefense. Date and time: October 30, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Cybersecurity is no longer restricted to security teams.
Tasks attached to Request Templates
Hi, I have a request template called 'new user' and attached to the template is a task called 'device rollout'. I haven't assigned the template or the task to a technician upfront because it might be one of 3 technicians that get assigned. How do I achieve
Populate tasks with information from Request
So I've found some information about this from older versions of the on-prem version of SDP but nothing for cloud. Here's the question; how do you auto-populate information in Tasks with information drawn from a service request. Scenario: New Hire Request.
Upcoming enhancements in Requests,Problems,Changes,Notification Rules,Project,Triggers,Sandbox and Zia
Dear Users, We are elated to announce the upcoming enhancements in Requests,Problems,Changes,Notification Rules,Project,Triggers,Sandbox and Zia .Below is a brief run-through of the same: Requests Request Closure Rules Enhancement The UI for Request closure
Masterclass 2023: Season 2 Episode 4—Strengthening the ITSM ecosystem with ServiceDesk Plus Cloud integrations
Greetings from ManageEngine! We are pleased to announce that registrations for the fourth episode of the ServiceDesk Plus Cloud Masterclass 2023 are now open! In this episode, you will learn how to leverage the various IT management solutions from ManageEngine
Cacher le nom du technicien à l'ajout d'une résolution
Bonjour, je cherche une façon de cacher le nom du technicien au demandeur, quand on ajoute une résolution dans le ticket. Merci Luc
Outgoing Webhooks customization
I am trying to use outgoing webhooks to send information to an external tool. It is partially working fine but when I try to use the "requester.name" and "technician.name" variables it doesn't return any value. However "requester.email_id" fetches the
New to SDP - Need to fundamental KPI
Hi all. My first post. I'm new with Service Desk Plus (Cloud). I've been an IT Management Professional for decades. (Yes, I'm an Elder Geek!) Just started a new job. Trying to define and implement a basic HelpDesk SLA. The SDP (Cloud) configuration that
[CLOUD] Auto merge and close similar requests - (first subject: "problem:xxx", second:"resolved:xxx")
Hi all, we are getting automated Tickets from our Zabbix system by Webhook. Problem = Subject: "Problem: hostname - defender not active" Resolved = Subject: "Resolved: hostname - defender not active" Now we want to merge these two Requests created automatically
Big delays with refreshing information
Is there is any global problem with Service Desk + Cloud? I already checked portal with all status and it looks like everything is fine. Link: https://status.manageengine.eu/#/components/3fJbAAzWi8AT6i5Xo6qbIAWPJTTlcqbwRL6k1I3_szqHBKl6VtFQ4WwgzyaMwgPH
Next Page