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
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.
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
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:
There is no specific storage limit in SDP Cloud. However, there is limit for attachments that can be added to a specific modules.
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.
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
You may refer to the below help guide URL for the tuple limit for the fields:
https://help.sdpondemand.com/field-count/character-limit
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.
Now, you may edit the instance and choose the required URL from the drop down under custom URL section. (Screenshot attached below for reference)
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
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.
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.
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.
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.
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.
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.
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.
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)
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.
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
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.
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.
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.
You can utilize the custom module as mentioned below:
1. Custom modules enable you to design an entire module according to your preferences.
2. You can create forms and configure lookup fields to collect extra information.
3. You can configure custom modules to appear as a tab on the navigation pane. Alternatively, you can also place them under Setup to avoid crowding the navigation pane.
4. Technicians can also import data and generate reports based on the data collected in custom modules.
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.
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.