API Help: Unable to parse JSON
Hi, I'm trying to get comfortable adding assets to ME through API with the intention to build a tool in Powershell that my colleagues can use to quickly add assets too. We use the web browser to add these usually. I was trying out the Self-Client set
Service Request Editor Field
We recently migrated from On-prem to the Cloud and are recreating our Service Templates. We used the Editor field on one of these templates and it is not showing all users. On-prem it would show everyone, however, on the cloud it only shows about 215
Show Project Title for Milestone Tasks
We cannot see project titles for tasks that are part of milestones. This causes confusion when managing tasks from different projects, especially considering we utilize project templates in which the milestone names are the same and can have two or more
Upcoming enhancements in Request, Survey, Checklist, Project Management, Purchase, Contract, List View Export and Zia AI
Dear Users, We are elated to announce the upcoming enhancements in Request, Survey, Checklist, Project Management, Purchase, Contract, List View Export and Zia AI. Enhancements Request Key ID Configure an ID prefix and a starting number for incident and
Feature Suggestion - Quick Status Scheduler Options
I find myself wishing for a quicker way to set the Status Scheduler change time. Right now you need to click the checkbox, select status changing To, date, hour, and minute. It would be fantastic if there was a way to speed this up, something that can
Does ServiceDesk Plus accept multiple emails?
Hi there, Our current setup means that when staff email an ICT email address a ticket is created on ServiceDesk Plus. We are moving another team onto the ServiceDesk so I wanted to know if we could have it set up so that when staff email their team email
Re-engineer SDP Cloud Asset Probe and Discovery to not seek Domain Admin credentials
our security team will not let us utilise a domain admin account as, correctly, there is an account with the permissions required that isn't domain admin. its poor security and design principal to fall back on domain admin credentials!
v3 API request download Attachment
Can you download attachments from a request using v3 API? I can see attach, list attachments.. but nothing related we are building a Bi-Di Interface as native connectors are not forthcoming.
Disable Closure Comments for Direct Resolution Entry
Hi everyone, I'm looking to remove the closure comments feature from our ServiceDesk Plus Cloud setup, allowing direct entry of resolutions only. Has anyone configured this before? Any guidance or contact points for support on this would be much appreciated.
Allow Users with no Account to View Solutions.
It would be very useful if some Solutions could be made available as View Only for those without accounts.
[Free report bundles] Identify critical skill gaps in your IT technicians
Hello folks, Ditch time-consuming performance ranking spreadsheets that only give you a partial picture. With our latest report bundle, you can identify subject matter experts, top ranking performers, end user favorites, and more in less than three minutes.
Pickup button does not force mandatory fields to be entered
Hi there, I can in [SD-106041] SDP 14000: Pickup without fill mandatory fields (manageengine.com) that there was some work to remove the functionality where using the 'pickup' button would force mandatory fields to be completed. I think this functionality
Masterclass 2024: Episode 6—Build a robust IT asset management process using ServiceDesk Plus Cloud [Jul 24]
Hi there, We are excited to invite you and your team to the sixth episode of this year's ServiceDesk Plus Cloud Masterclass series. In the sixth episode of Masterclass 2024, we will deep-dive into the hardware and software asset management capabilities
CMDB CI status
Hi there, We're setting up the CMDB in ServiceDesk Plus Cloud, and I'm curious how other organizations are handling deactivating CIs that are no longer in use, like a server that gets sunset or a SaaS application we're no longer using. I was going to
Sorting by priority, but then what?
Hi there, My team are moving to working through our queues in order of priority level, however when we sort the columns by priority, we aren't sure what the next sort is being performed. For example, we use the List View option to view our workload. If
Emails based on Resource Info Fields
Hey everyone, Logged this with support but drawn a blank, so hoping the community can help :) We have templates for our new starters, that have resource info fields that are selected for various requirements. We'd like to be able to send a notification,
Is Service Plus Cloud having an issue where tickets are not being generated from emails sent?
We have not received tickets/requests in Service Desk Plus Cloud from emails sent to the desk for over four hours. We have done our internal checks but nothing seems to be out of place. Is there an issue?
Create Ticket from Workflow
Hey everyone, we have the requirement to generate and follow tickets from workflows. For example: In the onboarding process, it is sometimes necessary to purchase, inventory and set up hardware. We treat this as a process independent of the actual onboarding
Run reports on archived requests for SDP-OnDemand
Is there a way for me to run reports on archived requests on SDP On demand? I can view the archived requests in my views, but when I create reports with time frames that include something that is archived, it returns no results. I have tried to follow steps similar to the on-premise reports for archived requests, but the archive request module is not available when I create a custom report. If not, is there any way to un-archive requests so that I can run reports on them? Thanks!
Error with including survey feedback in report
Hello, I am trying to build a report that includes survey feedback comments. I am able to pull all of the data for the surveys except for the comments. I have followed the instructions from this previous post Survey Feedback in a report (manageengine.com),
Are business rules case sensitive?
Hi there, When we use business rules that look for a specific subject line, we've noticed that it is case sensitive, is that correct? As an example, if the business rules is looking for a subject that contains 'Peter Pumpkin', it will fail to apply the
Azure Data Factory Receiving a 4013 Error
I have setup postman and everything works correctly and I receive results. I setup a dataflow in ADF with the same information but receiving the following error. Keep in mind you will see the input_data below not encoded. When I do encode it I get error
Teams Channel Addin Search Requests by Ticket ID or Requesting User
As a helpdesk operator i want the ability to use the teams addin to highlight a ticket and discuss it in teams; i want to be able to search for a request/incident by requestor or request #ID in addition to current request title. the current ability to
Customize Sign-in page
Hi Support Team. How we can customize Sign-in page? We have SAML authentication from oprem AD and want hide other sign-in method - is it possible ?
Export from Table sometimes in another language
I have a view setup and I select to download all data from that view using the option shown here: You can see in the subject line below that when the report is ready, sometimes it starts with "Solicitud Table" and sometimes it starts with "Request Table".
Using Request workflows, add checklists to Requests/Incidents based on set conditions.
When on-boarding a new staff member, we have to set the user up on different services based on the department or team they will be a part of. It would be beneficial if we could set up a workflow to add a checklist (per department) based on conditions
Deprecating Support for V1 REST API's for ServiceDesk Plus Cloud
Dear Users, We would be deprecating support for V1 version of REST APIs for ServiceDesk Plus Cloud. We recommend our users who are still using V1 to move to latest V3 version of REST APIs. Over the years, most users have moved to latest V3 version of
Email Alias populates the CC line of request
I have configured an alias to our primary instance mailbox. That alias is assigned as the Group Email and Sender's email for one of my Technician Groups. Whenever an email is sent to this alias, it arrives to the primary mailbox and is properly ingested
[SDF-87441] Microsoft Flow
Any plans to provide integration with Microsoft Flow?
Automaticaly Link requests with the same Subject
Is there any way to create a business rule that link new requests within an request in case both save the same exact subject ? I have devices that during the day triggers several alarms, those alarms automatically opens a ticket. The subject are the same
ServiceDesk Plus OnDemand - last_updated_time not present in Get List Request API response
Hi, We are building an integration with ServiceDesk Plus OnDemand. We are calling Get List Request API as below to get list of incidents/requests which were updated in last few minutes, along with their last_updated_time. We are passing the last_updated_time
Task Navigation Arrows
The Navigation arrows in Activities for Tasks does not appear to function. I have had a quick look through the settings and do not believe I have seen any options to change this. This is more of a quality-of-life issue/improvement as it would improve
Unable to add attachments to the request notes
We are trying to add attachments to notes via API, But, we are getting this error. Also, there is no option to add attachments in the UI. Is there any option to enable this?
Wait For Condition Timing
When using the "Wait For" condition in workflows, how frequently will the condition be checked?
SLA timers restarting when transferring tickets between SDP Cloud instances
The way we use SDP Cloud within our agency is that we have separate instances for our areas such as HR, ICT, Business Systems, Finance etc. We have found that transferring tickets between the instances creates a new support ticket, which means the SLA
How To: Create Closed Vs Open Ticket Bar Graph
Hello everyone, I am an intern, and this is also our company's first time using ManageEngine. I might not use proper terms so please inform me. I want to create a bar graph of closed and open IT tickets however we have multiple categories for open tickets
[Free e-book] 5 IT practices that you should stop right now
Hello there, Is your organization still clinging to outdated and inefficient IT practices? It's time for a change! Identify inefficiencies, strategize for improvement, and propel your organization towards sustained profitability. Our latest e-book reveals
Send announcements to a specific site, group , dept?
Just a suggestion but it would be good if there was a way to send announcements to the above with the option to not copy in technicians .
$loggedintechnician as technician option to request filter
Would be great if there was a way to create shared filters for team members where you can set it to display all of a groups requests as well as their own. ie would look like this? Group is example group AND technician is $loggedintech
Searching and Sorting in the Request View
Can you enable functionality to allow us to search and sort by all columns under the Request module? For example, we cannot currently search or sort by the 'Approval Status' column; this would be beneficial to allow requesters and technicians to quickly
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