1. What is the architecture of ServiceDesk Plus Cloud and its framework?

ServiceDesk Plus Cloud application is hosted in our proprietary SaaS framework in our own data centres .

Software we use:

Operation system (OS)- Modified Linux OS

DB - MySQL

Please find below the ServiceDesk Plus Cloud architecture.

To know more, you may access the below URL:

https://www.manageengine.com/products/service-desk/cloud/help-desk-architecture.html

2. What is the current version of ServiceDesk Plus Cloud?

      ServiceDesk Plus Cloud is hosted on a cloud platform and it does not have any version. However, you will be accessing the application via the internet. So, you will always be using the updated version.

3. Is it necessary to whitelist any IP addresses to access ServiceDesk Plus Cloud?

4. Why can't we access ServiceDesk Plus Cloud on our intranet, but it works externally? What steps should we take to resolve this?

Please update the .com domain suffixes based on your region. Kindly refer, https://help.sdpondemand.com/general-faq-s$dc-url

5. How can I export data from ServiceDesk Plus Cloud?

      You may navigate to Setup >> Data Administration >> Export Data, then select the relevant module to export the data. However, you will be able to export data for a maximum of 3000 records from your ServiceDesk Plus account in CSV/XLSX format. If you want to export all data for further analysis or backup purpose, please contact support - servicedeskplus-cloud-support@manageengine.com

6. Where can I find the logs for an operation performed by an admin?

      You may navigate to Setup >> Data Administration >> Audit Log to find the logs for an operation performed by an admin. 

Audit Log records all operations that an admin does under Setup. When there are multiple administrators, the audit log provides information on who, what, when, and where an action was performed.
Note:

• The audit log entries cannot be edited/deleted.
• Audit Logs older than 3 years will be deleted automatically.

7. Is there a data storage limit in ServiceDesk Plus Cloud?

There is no specific storage limit in SDP Cloud. However, there is limit for attachments that can be added to a specific modules. 

      

8. How can we restrict certain file types from being added as attachments in ServiceDesk Plus Cloud?

      The restriction can be applied from our backend. You may email our support - servicedeskplus-cloud-support@manageengine.com and mention the file types that needs to be restricted.

9. What do the privacy settings do when enabled?

      When you enable privacy settings in ServiceDesk Plus Cloud, you can anonymize (user names and email IDs) and erase all personally identifiable information (PII)/electronic Protected Health Information (ePHI).

 Above mentioned information is a manual process once after deleting the user from the application by navigating to the Set up → Users and Permissions → Privacy settings → Anonymize and Erase PII/ePHI. You can select up to 10 users maximum to anonymize in bulk.

For more details, https://help.sdpondemand.com/privacy-settings

10. What is the tuple limit for fields added in ServiceDesk Plus Cloud?

You may refer to the below help guide URL for the tuple limit for the fields:

https://help.sdpondemand.com/field-count/character-limit

11. Is it possible to customize the URL?

Yes, it is possible to customize the URL. First, you will need to verify the domain from ESM Directory >> Verified domains. Once the domain is verified then you click navigate to the Organization URLs tab in ESM Directory and click on New custom URL.

Now, enter the subdomain and choose the verified domain, then click on verify & save.

SSL Certificate will be automatically applied to secure your domain. The process for SSL certification is initiated immediately after your custom domain is created. Typically, custom domains are validated, and SSL certification will be completed in 1 business day.

You can track your SSL Certification status from the ESM Directory > Organization URLs if needed.

12. Is it possible to create a separate URL for each instance?

Yes, you may create required customized URLs then navigate to ESM Directory >> ServiceDesk Instances.

Now, you may edit the instance and choose the required URL from the drop down under custom URL section. (Screenshot attached below for reference)

13. How can we prevent email invitations from being sent to users when adding them as requesters in the application?

To prevent email invitations from being sent to users, their respective domain needs to be verified. You may navigate to the ESM Directory >> Verified domains then click on New Domain, add your domain name in the pop-up displayed, and click Save.

Now, you will have need to verify the domain either using CNAME or HTML method.

Please refer, https://help.sdpondemand.com/customized-domains

14. Why am I unable to find old requests in ServiceDesk Plus Cloud?

If the old requests are not found, then requests could have been archived. You may navigate to Setup >> Data Administration >> Data Archive and check the archived condition.

Also, you may switch to the archived requests view in the request list view to find the missing requests.

15. Why am I unable to create a new instance in ServiceDesk Plus Cloud?

If you are unable to create a new instance, then check how many instances are existing in your account. Since, you can only create a maximum of 2 instances of trial or free license. If you have a trial and a free license, then any 1 instance needs to be upgraded with a license or delete either the trial or free license instance.

Note: If the instance is deleted, then data associated with the instance will also be deleted, which cannot be recovered.

16. Why can't I access the newly created instance, and what does the error message on the screen indicate?

Check if you have 2 instances with a standard license. Generally, when a new instance is created, then by default, the Enterprise trial license will be available for 30 days. After which, the instance will be automatically downgraded to the standard free license.

If you have 2 instances with a standard free license, then you will be able to access the first instance only. Any instance with a free license created after the first instance will be prompted with the above error. So, you will need to upgrade any 1 instance with a license.

17. Is it possible to change the URL name to something else? What should we consider before doing so?

It is possible to change the URL name, but you will not be able to access any of the existing requests using the request URL received via the notification emails before the changing the URL name.

18. Is it possible to replace the ##request ID## with another special character?

We can change the delimiter to achieve this. However, the below are the supported delimiter:

@@

$$

%%

**

&&

Once confirmed by the customer, we can update the changes from our backend. However, clients have to manually update these delimiter in the notification templates available in ServiceDesk Plus Cloud application.

19. How can we change the email address listed under ESM Directory → Organization Details → Primary Contact if that person is leaving the organization?

If the current primary contact is leaving the organization, then it is better to have the user itself login and update a different mail address as a primary contact for the future.

But, if the primary contact has left the organization, then you can loop our support team to assist in changing primary email address for the organization.

20. Is it possible to impose IP restrictions on our ServiceDesk Plus Cloud account?

It is possible to impose IP restrictions on ServiceDesk Plus Cloud from Zoho Directory. Please refer, https://help.zoho.com/portal/en/kb/directory/admin-guide/security/security-policy/articles/allowed-ips#Configure_allowed_IP.

23. How can I make our users land directly in the IT instance instead of the ESM Portal?

You may navigate to ESM Directory >> ESM Portal then select default instance for your organization. (Screenshot attached below for reference)

25. Is it possible to hide the solutions module from the requester portal?

      You may navigate to Setup >> Customization >>Solution Management >> Configuration, then check Do not show the Solutions module to Requesters as shown below and save. (Screenshot attached below for reference)

26. What is the limit on custom widget dashboards?

27. My current instance was automatically downgraded to a free plan after the trial expired, and now I can't see my old data. Will it be deleted permanently, or can it be restored after I renew my subscription?

      The data will not be deleted but hidden. Once the license is upgraded to the relevant edition, you will be able to access the data.

28. How many technicians are included in both the trial and free plan instances?

29. What is a sandbox, and in which edition is it available by default?

The Sandbox feature in ServiceDesk Plus Cloud offers an isolated testing environment, where you can securely configure, test, and monitor various admin configurations without interfering with the data in your production account. After thoroughly inspecting the new or modified configurations, you can deploy them in the production environment. By using sandbox as an independent test setup, you can ensure that the critical infrastructure of the application remains intact.

By default, sandbox is supported only for Enterprise edition of ServiceDesk Plus Cloud

30. How can I remove pending approvals from the list when the action has already been taken?

      You may email our support - servicedeskplus-cloud-support@manageengine.com to remove the approval notifications when the approval is actioned already performed. So, we can make changes from our backend to achieve the same.

31. What are the steps involved to troubleshoot if any custom functions are not working in the instance?

      If the custom function is not working, then you may navigate to Setup >> Automation >> Custom Actions >> Custom Functions and then edit the custom function.

Now, you may click on save and execute script, then click on Get values from existing requests and select the request. Then, click on next and execute so the result will be displayed with the error.

32. What is a custom module, and how can I utilize it in my instance?

Custom module can be used if an organization need to collect and store additional data that cannot be categorized under our pre-defined modules. In such cases, administrators can create and customize a new module from scratch, based on the organization's requirements.

A subform is a re-usable form component that can be used to add multiple field entries to any custom module record form. 

34. I am getting an error message stating "Too many requests detected" in my ServiceDesk Plus Cloud webpage.

When you are trying to do more clicks on a page in less than a minute, then you will encounter this error message, and it is a temporary block for that particular URL only.

Blocking of URLs by the same user from the same IP is for security reasons to avoid any automated/manual - throttling of requests in an attempt to intrude/attack/access to the application. If you are doing any "POST" operations in a module, more number of specific clicks in less than a minute, then that URL only will be blocked for 10 minutes, and other pages will be working without any issues.

35. I am getting an error message stating "Your daily sign-in limit has been reached."

To keep your Zoho account completely secure, we allow a maximum of 20 successful logins per day, and this cannot be increased. Your account will be locked if you have exceeded the limit for the day. The counter resets every day at 12:00 AM.

Please refer the below link for more details on this one: https://www.zoho.com/accounts/help/faq.html#account https://help.zoho.com/portal/en/kb/accounts/faqs-troubleshooting/troubleshooting/sign-in/articles/you-ve-reached-your-daily-sign-in-limit-please-contact-zoho-accounts-support#What_happened

If you tick the "Keep me signed in" box, you will stay logged in even if you exit the browser and turn your system off. The session will expire after 7 days. If you leave the box unchecked, you will be logged in for a single session, i.e, if you close your browser, you will be logged out automatically even if you don't click Log Out.

36. Common QR Code for SDP Cloud Mobile Application - iOS and Android

Kindly make use of the below QR Code for downloading SDP Cloud's Mobile application.

37. How to associate multiple users to an organization role?

To Associate Multiple Users to an organization role, kindly navigate to setup > instance configuration > Organisation roles > Create a role and associate multiple users.

You cannot associate multiple users with the Reporting Manager and Department Head roles.

38. How to edit or change the footer icons in SDP Cloud?

You can now re-order and change the visibility of navigation tabs and footer menus for technicians and requesters under Setup > General Settings > Navigation & Footer Settings.

Drag the tabs/menus to rearrange them.

Hover over the tab/menu and click to change its visibility.

Group navigation tabs under the More tab.

 

Technicians can personalize their navigation tabs under Profile > Organize Navigation Tabs.

In the Organize Navigation Tabs slider panel, technicians can reorder tabs and change the visibility of tabs.

39. How to enable password for the data exported from the application?

Provide secure access to the data exported from ServiceDesk Plus Cloud by embedding them inside a password protected zip file. Password-protected files help you safeguard your users' personal data per the privacy regulations in place. The password protection applies to the following data exported from the system.

The SDAdmin can configure a common password to be used by all users and non-users, and technicians can configure their login-specific passwords. To enable password protection of all your organization files, you must be assigned the SDAdmin role in ServiceDesk Plus Cloud.

Navigate to Setup > Users & Permissions > Privacy Settings.

Under File Protection Password, select the Enable File Protection Password checkbox.

Specify a strong password under Instance Password. This password will apply to files sent to technicians without login-specific passwords, requesters, and non-users. It is strongly recommended that you use a password sharing tool to securely share this password with the recipients of the exported zip files.

Data Archiving

1. What is Data Archiving? How do I configure it in ServiceDesk Plus On-Demand?

Data Archiving is a process of moving old unused requests from the active database into a separate storage state on a routine basis. Since the application accumulates large volume of closed/resolved requests, in the long run, it may hinder the smooth performance of your system. However, these data may be required at times for reference, hence they are kept safely stored.
In ServiceDesk Plus Cloud, Data Archiving can be found in the Setup tab under Data Archive block.

1. Set the parameters of the requests that need to be archived.
   • The Status of the requests.
   • Time of creation/closure of the requests.
2. If there are any specific requests that need to be retained in the active requests list, select the check box Allow Exception. Set the rules by choosing the parameters (Column Name, Criteria and Value) from the available drop-down boxes. All requests that satisfy these rules will be held within the active list.
3. Save the settings.

2. Where can I view the list of archived requests?

Once the requests are archived, you can view the archived requests from the Request tab on top in the left hand side. Click on Archived Requests to view the list of archived requests.

 3. Explain the Data Archive process and how can I make the archived requests active again?

1. Data archiving enables the user to archive closed and/or resolved requests and move them to a separate storage state. It is most useful since thousands of accumulating active requests could hinder the performance of the help desk on a longer run.
2. Requests that have been moved to the archived state (archived requests) will be removed from the currently active requests list. The current active requests list, current active requests search option, and the currently active requests report will not include the archived requests.
3. The archived requests cannot be modified, deleted, or moved back to the active state.
4. Any reply to an already archived request will be added as a new request and not as a thread to the existing archived request.
5. To make the archived requests active, you need to export the archived requests and make changes to the file so it does not match the data-archive condition.
6. But make sure once you export all the archived requests, you need to delete them before importing back into the application; if not these requests won't be imported with original "request id" it will imported with new "request id".