18. Is there a way for a requester to submit a request on behalf of another user, considering they cannot edit the requester name field while creating a request?

1. Admins can navigate to setup → Templates and Forms, select the desired template, and add the "On behalf of user" field from the available fields section. Users can then use this field to create requests on behalf of other users.
   
2. The user added to this field will be considered the requester and will receive all notifications just like the actual requester. Technicians, however, will not see this field when creating a request, as they already have permission to select the requester’s name.

   
   

   

   If the requester cannot find all their organization's users while creating a request, they can go to setup → General settings → Requester Portal and select the option from "Requesters can create requests on behalf of".

      

19. How can I assign a specific technician to a particular category, regardless of any criteria? What is the easiest way to achieve this?

Category Based Assignment

Go to setup → Customization → Helpdesk → Category

This can be used to automatically assign technicians for a specific category, regardless of the site. So whenever a request is created, technicians will be assigned automatically

20. The priority field is greyed out while creating a request, so I enabled the "Requester can set" option within the template, but it results in an error. How can I resolve this?

Navigate to setup → Customization → Helpdesk → Priority Matrix, and make sure the option "Allow requesters and technicians to override the priority matrix" is enabled.

21. How can we auto generate a sequential number for a specific template similar to the request ID?

      To achieve this, go to setup → Customization → Additional Fields and add a field with the type "Auto Number". Afterwards, you can include this field in the template where it is needed.

22.  I am encountering the following error message while submitting a request: "Some mandatory fields are either disabled or hidden."

This indicates that certain fields have been marked as mandatory within the template but may have been hidden or disabled using form rules. Please check if any form rules are in place that might be affecting these fields.

27. How can I create filters to view only high-priority tickets?

• Navigate to the Request tab in the request list view.
• Click "New Custom View" → Name the view → Set the criteria and conditions for high-priority tickets.

28. Can the system automatically assign priorities to requests?

Yes, using the Priority Matrix:

• Go to Setup → Customization → Helpdesk --> Priority Matrix.
• Define priority levels based on Impact (Y-axis) and Urgency (X-axis).
• The system will automatically assign priorities based on these configurations.
  

29. Why is the request first moved to Resolved instead of being directly Closed?

As per ITSM best practices, a request should be closed only after the user confirms the issue is resolved.

How it works in ServiceDesk Plus Cloud:

• When a technician resolves an incident, the request moves to "Resolved" status.
• An email is sent to the requester, asking them to confirm the resolution.
• If no response is received within 2 days, the request is automatically closed.

To enable Automated Closure:

• Go to Setup → Automation → Closure Rules → Request Closing Process.
• Select 'Automated Closure' to enable this feature.
  

30. How do I disable the 'Close Request' (Yes/No) confirmation popup?

• Navigate to Setup → Automation → Closure Rules → Request Closure rules → Confirm User Acknowledgment to disable the prompt.
  
  
  

31. How can a requester re-open a resolved request if the resolution is unsatisfactory?

Email-based Reopening:
Enable ‘Notify Requester when a Request is Resolved’ under Setup → Automation → Notification Rules → Requester Notifications. The requester will receive an email with a Close Request link. If unsatisfied, they can reply to the email, which will reopen the request.



Request Reopen Settings:

 Go to Setup → General Settings → Advanced Portal Settings → Request Reopen Settings. Enable the option "Do you want to allow requesters to reopen their "Select the request status" requests?" .

32.  How can I make a requester to view all the requests without converting him as a technician?

1. Navigate to Setup → Templates & Forms → Reply Template. Click on Default Reply Template and add the $description variable in the Message section. This will include the request description and the conversation history in your replies.
2. When replying to a request, always reply to the latest email reply of the request, not just the request itself.
   
3. Ensure you use the reply buttons in the individual conversations (instead of composing a new mail under the same subject). This will keep the entire email chain intact and visible to the customer, avoiding fragmented replies.
   

34. How can I set a personalized email signature with formatting in ServiceDesk Plus Cloud?

1. Click your profile icon or username at the top-right corner of the application.
   
2. Select Personalize.
   
3. In the Email Signature section, enter your desired signature.
   

Once done, click Save. This signature will automatically be added to your replies.

35. Is there a limit to the number of recipients in email notifications from ServiceDesk Plus Cloud?

36. How do we ensure that the replies are appended to the existing ticket as conversations?

The following are the parameters that are considered while merging a reply to an already existing request:

      a. Message ID of the mail- This information will be there in the header of the mail.

      b. Request ID in the subject of the mail.

Additionally, if you want any conversation to append to an existing ticket, please make sure that the subject of the email contains the request id in the format ##Request id##.

This feature works only when an automated notification( any automated notification) regarding the ticket is sent out from the application.

The ##Request id## format can be used only by those users who have received a notification with respect to that ticket id.

In case the above parameters are not met then the conversation will not be merged automatically and a new request would be created which would then have to be merged manually.

37. Is there any special character restriction while adding additional fields?

Yes, there are specific characters supported. Please find the below list supported, 

!        Exclamation

@      Ampersand

$       Dollar

_       Underscore

-        Hyphen

:         Colen

,         Coma

.         Pointer or Dot

/         Slash

Please provide a valid input for field Field values

The following error will be found while creating an additional field value and if any special character is used apart from the one mentioned above

38. Is it possible to edit a cancelled request?

No, once a request has been moved to a cancelled request, it cannot be edited as it will be in a read only mode. However, technician will be able to revert the cancellation. 

Canceling the request will move it into Read-only mode. You cannot edit or change its status.

39. Approval Status keeps showing Pending Approval even after the request is approved. 

If the approval has been triggered through workflow, make sure the following field update action is defined. If approved, the field update can be marked as approval status is approved and for rejected the field update can be marked as approval status is rejected.

40. How to ensure that the worklog timer is started automatically?

The worklog timer can be configured to start automatically when the owner of the task views the request. In order to configure this, navigate to setup > general settings > advanced portal settings > worklog settings > enable "Auto-start worklog timer when the owner views the request" > save the changes.



41. In the approval section, receiving the message "The approval request is no longer required or valid". How can I fix this?

This error may occur if the email address used to approve the request does not match the one configured on the Approval page, or if the request has already been approved by either of the two users, in case if the approval is set to 'Anyone to approve.' We recommend reviewing whether the logged in user is the same as per the email address configured for the approval.

42. The Reply all option is no longer available when replying. 

As per recent change in the SDP Cloud, if a requester having technician permission will have the Reply option instead of Reply All since the user is considered a requester within the request. However, if you still want the Reply All option, navigate to setup > General setting > requester portal > requester portal setting > enable the option "Allow requesters to add recipients when replying" > save the changes. 

You can also enable the above option if the requester should have the privileges to add recipient's while replying from the portal.

43. How to exclude a group from being assigned with tickets using Technician auto assignment?

Technician auto-assignment can be configured to exclude specific groups from ticket assignment. Currently, the auto-assignment settings allow exclusions for technicians and requests. Additionally, we can enable a backend parameter that introduces group as an exclusion criteria. Once this parameter is enabled, you’ll be able to configure specific groups to be excluded from the auto-assignment process. You can reach out to our support team and will be able to guide you further.

44. What is Tags in request and is it possible to display the tags in a column view?

Tags help technicians find requests based on a topic of interest and can be added within each request.



Once tags are added, you can easily view the request within each tag with help of default view that will be created for each Tags. 



As of now, tags will not be present under column chooser, however, you can create a custom view with Tags as criteria.

45. What is the purpose of request metadata?

Meta data includes information such as Request ID, Subject, Requester Name, Created Date, and the URL of the request so it can quickly be used to facilitate effective collaboration within and across teams by providing a shared platform for managing tasks and sharing relevant information related to tickets.

To do this, click the Copy icon beside Request ID and select the required action.

46. We cannot get approval notification emails to appear in the required German language in the Outlook mailbox. How to fix this issue?

In regard to the language translation within the notification, always ensure that you have chosen the option to "Always translate" in your Outlook mailbox so that the email notification that is being sent to the user is received in the desired language as per the notification template configured in the application. To check this, kindly navigate to your Outlook > Settings > Translation > Always translate