Has anyone integrated with SAP Solution Manager 7.2 - ticket and change bi-di interface
even with SAP solutions manager going eol in 3 years - we need to put up with it now; has anyone recently completed a successful integration with Solman?
Delegation for emailed in tickets not working
I can still assign a ticket to a technician who is either automatically marked as being on vacation from the O365 calendar integration or has a delegation setup when editing an emailed ticket. But it works as it should when I am creating a ticket from
Update/Add to the My Summary Page
It would be nice to be able to modify or add more items to the My Summary widget and to be able to see this widget anywhere, not just within the home module. It would be nice to customize and organize the request views by specific status instead. It would
Issue around text wrapping on Macbook UI
Hi, When using a Macbook, additional fields under the Request details and Solution details tabs do not wrap text correctly resulting in words being split across separate lines, see below: Can proper text wrapping support be added to the interface for
SDP Cloud Version
I have many questions I need your help with please. I am using SDP Cloud version now and I saw there is a few differences. 1. How to add the “Approvers” and “Backup Approvers” for every template I want? From my searches I read that is from the “Delegation”
Supercharge your IT team's productivity with automated ticket routing in ServiceDesk Plus
In today's fast-paced world of ITSM, where the demand for quick ticket resolution has grown exponentially, manual ticket routing can drain productivity. It's time to say goodbye to manual ticket allocation and embrace automation. Discover how you can
Upcoming enhancements in Assets in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements and behavior changes in Assets in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Asset Enhancements Inheritance in product types and enhancements in additional fields and
APPROVAL PAGE CONTAINS NOTHING
The Request and Change details are missing on the Approval View. How do users expect to review it prior approving??
When Parent Incident is resolved, the associated Child Incidents should be automatically resolved.
Now, you need to manually resolve all "child" tickets of an incident record. It takes a long time to resolve each one specially if there are a lot of incidents logged for the same issue. It's not allowed to resolve the "parent" ticket unless all are resolved
Search button for filling out fields using SDP Mobile App (android)
For iPhone users, they can click on the search icon to look for their group, name, etc. But for android users, they have to scroll all the way to search the value that they need from the dropdown list.
Create Worklog on Task closure trigger
Hi there! I have a question. Can a work log entry be created automatically when a task is closed? Is it possible to use Triggers and Webhook for this purpose? Currently, we manually enter the actual start and end time for each task and then log the same
Disaster Recovery Drill for Zoho JP(Japan) Service on 21st September 2024 and 28th September 2024
Dear Customers, We have planned to conduct our yearly Disaster Recovery(DR) Drill for Zoho Japan(JP) Service on 21st September 2024 and 28th September 2024 to ensure our DR Readiness in JP Deployment. This will help us support our expanding server far
Service Desk Plus cloud - total tickets chart
Provide a bar or line chart showing a rolling total Open vs. Closed tickets over the past month. i.e. is the desk keeping on top of the volume of tickets arriving, by closing equal or more than arrive over a period. Having it over a few weeks allows you
Building Request Life Cycles in ServiceDesk Plus to streamline major incident management
Major incidents can occur unexpectedly, disrupting productivity and customer satisfaction. Safeguard your operations and foster a culture of recovery and resilience by leveraging the Request Life Cycle in ServiceDesk Plus. Get started and begin driving
Introducing the Cloud version of AssetExplorer - Try it now
Dear Customers , We have some great news for you ! The cloud version of AssetExplorer is here. The AssetExplorer Cloud packs in everything you have come to love in the on-premise version, while offering the cloud advantage of low overheads, easy scalability
Lookup Field for assets per site
Is there a way to get a lookup field, similar to the Assets field, but instead of for a single user, it would lookup assets for a site, or even a region? Would that need to be something custom, or a set of criteria?
bring @mentions from On prem version to cloud
In the onprem version of SDP, you can @mention a technician in notes which would notify them in the SDP website and by email, this was very useful when another technician was required to assist in a ticket, but the ticket didnt need to be assigned to
EU Data Center Slowness - SDP Cloud
Dear Customers, We sincerely apologize for the recent slowness you've experienced with our application. We've identified that this issue is affecting users specifically from the EU data center and our development team is actively working to resolve this.
Introducing the Zia Code Generator for Custom Functions in ServiceDesk Plus [Cloud]
We are thrilled to announce the latest GenAI capability in the cloud version of ServiceDesk Plus: Zia Code Generator for Custom Functions, powered by ChatGPT. With this latest feature, service desk administrators can accelerate their work by simply prompting
Upcoming enhancements in integration, setup, Asset ,CMDB , and changes in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in integration, setup,Asset ,CMDB , and changes in ServiceDesk Plus Cloud. ChatGPT Integration Enhancements Acknowledge asset receipts by responding directly to asset acknowledgment/reminder
Optimize your request template to enhance user experience and service delivery
Are you tired of generic forms that fail to capture the essence of your service requests? Tailor your request template to suit your needs with custom sections, prefilled and dynamic fields, tasks, approvals, and SLAs in ServiceDesk Plus. Empower your
Masterclass 2024: Episode 8 - Bringing ServiceDesk Plus Cloud into the Microsoft ecosystem for seamless ITSM operations [Sept 25]
Hi there, We are excited to invite you and your team to the eighth episode of this year's ServiceDesk Plus Cloud Masterclass series. In the eighth episode of the Masterclass 2024, we will cover how to integrate ServiceDesk Plus Cloud with Microsoft applications.
Masterclass 2024: Episode 5—Explore the latest features in ServiceDesk Plus Cloud [Jun 26]
Hi there, We are excited to invite you and your team to the fifth episode of this year's ServiceDesk Plus Masterclass series. In the upcoming episode of Masterclass 2024, we will explore the latest product updates and enhancements released in the last
ServiceDesk Plus (Cloud) and Azure DevOps Integration
Hi everyone, I'd like to start a discussion about some strategies on integrating SDP with ADO using Zoho Flow. I'm very new to all of this as, I am a Desktop Support Technician, and my company does not have a Sys Admin. I'd like to see if anyone has a
Behavior change in Spot Edit
I don't know if we just experienced this in our instance or others have encountered the same. Our Spot Edit option for Change and Requests modules have been disabled for quite sometime now. But just recently, technicians cannot attach anymore in the attachment
Microsoft is enforcing Multi-Factor Authentication
Dear customers , Microsoft has announced its plans to enforce mandatory multi-factor authentication (MFA) for Azure and all other integrations involving Microsoft services. So, if you have integrated your Microsoft account for ServiceDesk Plus Cloud integrations,
Helpdesk Slow
Anyone else finding Service Desk Plus very slow to load this morning? Seeing the same problem across different browsers and the mobile app. Nothing showing on the service status page as yet but assuming not just us affected.
I want to copy the attachments from parent request to child requests
I have created a custom function which create a duplicate request of the parent request copying the parent request fields however, fails to copy the attachments. Can someone suggest the Deluge code to get the attachments copied to the child request through
Barcode/QR Scanner
What happens if you scan an asset that is already listed in ServiceDesk Plus?
EU Data Center Slowness - SDP Cloud
Dear Customers, We sincerely apologize for the recent slowness you've experienced with our application. We've identified that this issue is affecting users specifically from the EU data center. Rest assured, our development team is actively working to
[Free webinar] 5 steps to secure IT using analytics-driven service management
Hi there, Did you know your service desk can be much more than a mere customer support tool? It can be honed to play a critical role in fortifying your organization's cyber resilience. Join our upcoming webinar to discover five proactive ITSM strategies
ServiceDesk Migration from on Prem to Cloud
Hello, Could you please share the procedure to migrate ManageEngine ServiceDesk Plus - MSP 10.5 to Cloud. I want to migrate all the tickets from on prem to cloud.
Online/Offline toggle under profile missing
One of our technicians is on vacation this week and I was trying to figure out why his tickets were not being forwarded to me. I then discovered that all of us are being displayed as offline. I then went to my profile and realized that the online/offline
Explore ways to kickstart your IT service desk automation journey
IT service desks that fail to automate their ticketing operations risk sinking time and effort into tedious, manual efforts. Let's discuss several fundamental automation ideas to elevate your IT service desk productivity. Begin your automation journey
Calculated expiration date of incidents
Hello guys, Im working with ServiceDesk Plus Cloud and I have a question... I wanna make an incident template with calculated expiration date like this: When I create a new incident SDP automatically sets its expiration date within 30 day from the creation
Upcoming enhancements in Request and Setup in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Request and Setup in ServiceDesk Plus Cloud. Below is a brief run-through of the same. Enhancements Request Mentions and Attachments in Request Notes Mention users while adding or editing
User Interface Option
Hello, I'm super new to Manage Engine so I don't know if this is even remotely possible. Is there an easy way, while on my requests tab, to be able to see the amount of request associated with each view? I know that I can go to the dashboard and look
Would like access to newest Note on a Request, for views and reports
Is there a way to show the most current Note for a request on views and reports? We like to see a detailed description of current status when viewing a list of Requests or when sharing status of a list of requests via a report. I have created a custom
Trigging a task when another task is closed
I have a template with several tasks. I would like some of the tasks to be triggered when a specific task is closed. Is this possible and if so how do I configure this in SD+ cloud?
Associate Groups to Change Template
Hello all, Is there any way to associate groups to Change Templates like we are able to do with Request Templates? We have certain changes that occur with regularity and we are considering using templates, but we would like to target certain Groups with
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