Introducing Zia AI Agents in ServiceDesk Plus Cloud
Hello ServiceDesk Plus users, We're excited to announce the general availability of Zia Agents in the cloud version of ServiceDesk Plus. Register now for our free training on Zia Agents for ServiceDesk Plus Apr. 7, 2026 3pm AEST Register now 11am BST
Possibility to get a Change Role Email_ID for use in a Custom Function
I am creating a new function that will be used as a schedule and I was wondering if it's possible to get the email value of the Change Approver role. Part of the function will be to check all change tickets against a set condition and then send an email
Upcoming enhancements in Requester Portal Customization Enhancement in ServiceDesk plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements on Requester Portal Customization in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Requester Portal Customization Enhancement Create and customize
Request Form tips/info
I know this was possible on the onprem version, but is it possible to add an option to have a fields description displayed under the field name? Use Case: a request form with custom fields where a description is needed to guide the requester. Current:
Filter Requesters by domain
Is it possible to filter the REQUESTER / On Behalf Of field by a domain? Use Case: We want to scope which users are found when staff/techs search for a REQUESTER. Our directory includes internal and external customers/emails so it's a way for us to simplify
Error 12023 during Windows Domain Scan
Hi Team, We are currently troubleshooting Error Code 12023 during a Windows Domain Scan using the ServiceDesk Plus Cloud Probe. We have approximately 2,500 assets to inventory, and the scan is failing consistently with this error. Our Environment & Findings:
Upcoming enhancements in New Delegation Settings, Info Widgets, Predictive AI features in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements on New Delegation Settings, Info Widgets, Predictive AI features in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements New Delegation
Start chat from within ticket
Hi Is there a way of starting a chat with an end user from within a ticket? Driving all communications through a ticket is easy enough via the Reply functionality, this still relies on emails. What I'd really like to be able to do is for my agents to
Change Ticket Creation From Email
I am wanting to create a workflow to take input from an Email (using something like a Microsoft Form) to generate a change ticket in SDP Cloud using a Change Template.
Change SLAs for ServiceDEskplus Cloud
We are in the middle of refining our Change Management templates, business rules and configuration but realised there are no Change SLAs? CRs often should have SLAs for the ff reasons: Set expectations for response and resolution times. Ensure timely
Selfscan.exe / VBScript is scheduled for deprecation.
We use selfscan.exe and a scheduled wrapper to scan our laptop endpoints for audit purposes. As they're mobile endpoints with no network line-of-sight to a OnPrem server using a Probe is not possible. We've recenlty noticed the following warning in the
Optimal Solutions Template
We’re looking to standardise our Solutions (KB) articles for Helpdesk use and would appreciate guidance on an effective, practical structure. Is there anyone here who has a Solutions template that is optimised from the default template? Any additional
Slowness of sdpondemand.manageengine.eu
Hi. Is anyone else experiencing incredible (excruciating) slowness of the SDP Cloud app in the UK in last few months? Today is much worse than usual (virtually unusable) but the status page does not indicate any issues. All other cloud based apps that
How to divert a specific mail address to a particular service request template
We have a number of mail addresses configured, however when the email is processed it only creates a ticket using the default template. How can we control this? Ideally, I would like to specify that mail address "X", will create a service request (not
Reporting - Description
Is it possible to build a report that filters on certain keywords within the Description I need to generate a report on a certain keyword in requests, and instead of adding an extra field, I would rather report on that keyword existing within the Description.
Current Super Admin account, we need 2 Super Admin accounts so Scott Cable needs added as Super Admin
A screenshot of my user account, Super Admin, in ServiceDesk.
Logic in Notification Template?
Hello, I was hoping that this is possible but can't find much documentation on it. What I am trying to do is when a request comes into the system, I want to customize the notification template based on the request template used. For example, for a new
I need various Custom Reports with Widget for Dashboards
Hello, I want to create the following Reports, with the option to add their widgets to the Dashboard. 1. Incoming vs. Resolved (Trend Line) Report 2. CSAT Score / User Satisfaction (Average Gauge) 3. Backlog by Status 4. Average Resolution Time by Category
What's your standard Layout of Dashboard for different audience?
Hey, I'm creating Dashboards for different audiences, such as Technician Support Group Manager Service Desk Manager Executive Officer/ CEO/ CIO Please share your dashboard screen so we can get ideas.
Logic in Notification Template?
Hello, I was hoping that this is possible but can't find much documentation on it. What I am trying to do is when a request comes into the system, I want to customize the notification template based on the request template used. For example, for a new
You have reached the maximum forward limit for this request
On our HR instance has experienced this issue with a couple of requests. Is this an option that can be increased.
[SOLVED] How to add the value of Additional Field in the Subject?
On form submit, how we can achieve that after the requester added a Request, the Subject will be updated into a format like below New Employee Onboarding: [Company Name] | [Display Name] Both [Company Name] and [Display Name] are Additional fields as
Details of Description box must be the values of the Custom Fields in the Service Template Form
Hello, We want to utilize the Service Template form, we customize it, and our goal is to have the values reflected in the Description box, like a summary of what was filled out in the form. When we created a custom fields, as follows FIrst Name = txt_first_name
Alert users when assets are due to expire
Hi, Is there a way either through notifications or workflows to notify users when assets assigned to them are due to expire. I'm aware this can be done to notify technicians, can something similar be done through custom functions? Thanks!
tree care
Proper tree care is essential for keeping our environment healthy and communities safe. I found that using tree inventory software made it much easier to track, manage, and maintain all the trees in our care. It really highlighted how technology can help
SDP On Demand: Help Card Display
Seeing how the Help Card is currently setup in SDP Cloud, can we make it appear already in the right pane when the request form is loaded and make it available to requesters when they create a request, not just for technicians; exactly the same how it
Request Conversation Deletion & Recovery
I accidentally delete conversation threads from my Requests more often than I'd like to admit, especially when things are busy and I'm flying around replying to tickets on a busy day. In the History tab (or Conversation tab), there should be a way to
incident template deletion not synced in the Extension development environment
Hi all, I deleted a template named "v1_riskevent_case_template" in my extension development workspace. (Like I shown in the background of the image below) However, when I tried to published privately, it said "Mark as Deleted Components cannot be published"
Upcoming enhancements on tasks and Help center in ServiceDesk Plus Cloud.
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements on tasks and Help center in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements Sync Tasks to Office 365 Calendar Tasks in ServiceDesk
Add a note as first response when a technician is assigned
Hello everyone, Im working with SLA and Im tryng to "automate" first response. Is there a way to automatically add a note as first response when a technician is assigned in SDP Cloud? Ma be through a script or anything. Thanks regards!
Role or permissions to close change requests
Hi. We've recently started to use the change module quite heavily but are having a problem with Technicians not being able to close changes. We currently use 2 custom roles, 1 (Technician) gives view access to the change module. A second (Change Request)
Checklist GET API?
Is there an API available to get checklist items associated with a request checklist? We're trying to pull this data for some analytics. Not trying to post, just get. We're trying to figure out how much time is elapsing between a checklist item getting
Masterclass 2025 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the tenth episode of Masterclass 2025 will be our second Ask Me Anything (AMA) episode of the year. This is your chance to speak directly with our ServiceDesk Plus Cloud product experts and get real-time answers
Checklists assign business rule
I'm looking for a way to auto assign checklists to tickets that come in automatically based on what the subject starts with. But I don't actually see a way to auto add checklists. Tasks just isn't right for what we need and I know you can do that. Right
Add attachment to a request using Power Automate
Hello, May I know how to attach an attachment to a request using Power Automate? I tried HTTP Post in Power Automate but encountered "UPLOAD_RULE_NOT_CONFIGURED" error. What is this error meaning? Response {"response_status":{"status_code":4000,"mes
write for us
I am TejaVarma working as a content writer at Tech Gloss. So, we take immense pleasure in facilitating a fabulous favour to all the present-day writers to ‘write for us' about tech trends. latest gagets, apps etc. https://techgloss.com/write-for-us/
Migration since SDP need to be split in to two separate consoles
Dear Team, Kindly help us with how to proceed this requirement with detailed steps. customer is splitting the licenses to two different entities. Below is the complete BOM for your reference. 1. ManageEngine ServiceDesk Plus Professional Edition - Cloud
Masterclass 2026: Get ready to level up your ServiceDesk Plus Cloud expertise
Hello everyone, We are back with the 2026 ServiceDesk Plus Cloud Masterclass, our free monthly learning lessons that help you get the most out of your instance. We have reimagined our masterclass series into a flexible on-demand format with new videos
Help Card does not show automatically
Am I doing something wrong? When a Help Card is set for a template, I would expect this to be in an open state automatically? Instead it seems like the user is expected to click on a Help button, located top-right and out of line of site for the user
Optimizing ITSM Integration with Cloud Service Providers – Insights and Tips
Hello, PitStop Community, I wanted to share a positive experience we've had while integrating our ITSM system with a cloud service provider and see if anyone has additional insights or best practices to further enhance the integration. Our organization
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