Reassigning ticket to a group from the Requests view does not count as an edit?
We have technician auto-assigned enabled. This is supposed to kick in when a ticket is created or edited and it works fine for the most part. In the 'Requests' view, each request line has a dropdown where a ticket can be quickly reassigned to a technician
Enhancement to request "Need more information" for approvals, any update?
Dear, any update about the above feature? it's taken long time under implementation
Closed vs Open Incident/Request Graph
Hello everyone, I am an intern for a company, and this is their first time using ManageEngine. I am new to this so pardon my lack of knowledge. I am trying to create a line graph comparing closed vs open incidents and closed vs open requests. We just
Another slow Monday
Anyone else noticing slowness, or is it just us? Our users are reporting slowness and various errors.
Performance / Outage
It seems that every Monday for a few months now SDP Cloud has been very slow. Today I am getting error messages, blank page loads, and every other type of system issue you can imagine. Any performance or issue is not ideal, but for me, we have a major
Form rules for assets
Hello I'm wondering if Form Rules for Assets will be introduced to SDP Cloud? I have a need to disable the name field in the Asset form so that techs can not change the name of the asset. Changing the name and other details of the asset by unauthorised
How to implement custom script cascading selections in Change Template?
when I add a New Service Form Rule , There is Excute Custom Script action to choose; But there is no in New Change Form Rule . why ? if I want a Custom Script in Change Template , how should I do ? thanks
Upcoming enhancements in Requests, Zia,Asset, CMDB in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in Requests, Zia,Asset, CMDB in SDP Cloud.Below is a brief run-through of the same. Request Last Updated By Requests now support Last Updated By field and can be viewed when added to request
Request technician assignment notification via ms teams
is there any way to assign tickets and have notifications be provided by Teams direct chat and to a common teams channel via a SDP Bot?
What does "Known Error" do?
I cant find anything in the help guides, but what does marking a problem as "known error" actually do? I cant seem to find any function, doesn't show is solutions/resolution, or as suggested for a user when creating a request. Thanks, Roy
Extending Workflows to incidents, service requests, problems, and assets in ServiceDesk Plus Cloud
We are delighted to announce that workflow automation capabilities in ServiceDesk Plus Cloud just got more powerful! Workflows, which were previously available for changes and releases, have now been extended to other ITSM practices too.You can now build
Upcoming enhancements in workflows
Dear Users, We are elated to announce the upcoming enhancements in workflows. Below is a brief run-through of the same. Workflows for Incident/Service Request, Problem and Asset Workflow is an automation that admins can configure to ensure the smooth
Show site-specific incident templates to Requester
Hi, Is there a way to hide all other templates and only show incident templates related to a specific Site that the Requester is a part of, from the home page? Thank you
Servicedesk plus free license on CLoud
Hi Can we setup free license of Manageengine servicedesk plus for 1 year on cloud with 5 technician logins?
Is it possible to make Microsoft Flow based on an existing flow by simply copy and pasting the flow or saving it under another name?
Is it possible to make Microsoft Flow based on an existing flow by simply copy and pasting the flow or saving it under another name? I want to make a virtually identical Microsoft Flow with the only difference being the destination Microsoft List that
Masterclass 2024: Episode 4—Extend proven ITSM best practices to other business functions [May 29]
Hi there, We are excited to invite you and your team to the fourth episode of this year's ServiceDesk Plus Masterclass series. In the fourth episode of Masterclass 2024, we will discuss how you can effortlessly enable other departments like HR, legal,
E-Mail notification in list view for ALL modules - not just requests
Currently we see an icon (either a red or green envelope) in the request list view when an email notification is either sent or received. This serves as a terrific way for our staff to recognize when a user has responded with current information for the
ServiceDesk Plus OnDemand - REST api for Webhook URL setup
Hi, On ServiceDesk Plus OnDemand, we can setup a webhook URL with required method, conditions & message body under Custom Actions. Is there any REST api available which can facilitate a developer to do the same? Thanks
ServiceDesk Plus OnDemand Webhook - Substitution variable for current time
Hi, While configuring JSON body for a ServiceDesk Plus OnDemand webhook, is there a substitution variable which we can use to send current timestamp? Thanks
Link JIRA ticket numbers to existing Service Desk Ticket
Hi all I am interfacing SD with an external vendors JIRA ticket system. I want to know how to avoid SD creating multiple ticket when they reply to ours. (JIRA won't update their subject line so each reply from JIRA logs a new ticket. It would be nice
Set logged in technician to incident technician in custom script using SDP cloud.
Hello, We are trying to create an incident template which is a very short form for people who walk in or call-in and the issue is fixed quickly. The form will only be filled out by the technician. I'm trying to make an incident template which populates
If / Else Functionality in Form and Business Rules
The nature of form and business rules to only apply an outcome for when a logical test (set by the conditions) is true limits what is possible and leads to bloat. For example, most situations requiring a form rule will have, at minimum, a true and a false
Follow vs. Share
The Follow and Share features look really similar on the surface, but I learned a bit about them today that I thought I'd share with others: Share - this sends a one-time email notification to the requester making them aware of the request, though it
How to create a new ticket based on the field of a request
I am creating a new starter ticket process, which the line manager completes with information of the new starter. We ask a question: What other systems do you need access to. For example, CRM system. We would like to be able to automate ticket creation
Add a watcher to a request
Hi, We would like to add watchers to request. These watchers would need to have single request permission to read the whole request. For now we only have the option between 4 'Requester allowed to view' roles: Show only their own requests Show all
How to calculate work hours lost from inefficient service desk practices [Free e-book]
Hello there, Don't let your technicians' time slip away! Explore innovative strategies that identifies wasted work hours, maximizes outcomes, and drives process optimization. Our latest e-book covers proven strategies to address time-consuming inefficiencies
Make Search Bar always visible and have it search configuration items as well as content
Similar to GCP and Google Workspace, an always-on search bar would reduce my clicks by allowing me to search for both content and configuration settings.
Reminders Visibility to All Team Members - ServiceDesk Plus
It would be great if we had the ability to be able to see reminders from other teams members in tickets in ServiceDesk Plus. At present, we can only see the reminders that we have set and no one else's.
Update on the performance issues encountered in the US data centre on April 29, 2024
Dear Customers, We would like to provide you with an update regarding the performance issues encountered within one of the database clusters in the US data centre on April 29, 2024. This issue affected customers being served from the affected database
ServiceDesk Plus Cloud for legal team?
Has anyone successfully set up a ServiceDesk Plus Cloud instance for an internal legal department? My organization is a relatively small city government, and our legal team is interested in adopting SDP for management of contract and legislation review
Closing a task in a Change when the change is already closed
Hello, we have a couple of changes that had additional tasks added in different stages other than the normal implementation stage. The change is now closed but they forgot to close some of the tasks. Is there a way to get this done? Thank you.
Upcoming enhancements in Problems, Solutions and Setup
Dear Users, We are elated to announce the upcoming enhancements in Problems, Solutions and Setup .Below is a brief run-through of the same. Problems Copy Problem Create a customized copy of a problem from its details page using the Copy Problem option.
[Upcoming release] Extending Workflows to incidents, service requests, problems, and assets in ServiceDesk Plus Cloud
Hello there, The hallmark of high-performance IT and enterprise service delivery teams is the ability to put their core operations on autopilot while retaining control over the service experience standards that employees demand. To help your IT team achieve
SLA escalation notifications targeted to group
Is there a way to send out SLA escalation notifications to just the members of the group the ticket is assigned to? Currently all I see is the option to add the ticket owner (which may be no one in some cases) and individual technicians. I don't want
Service Desk Plus - Create Technician over REST api
Hi, On ServiceDesk Plus OnDemand, is there any REST api function that lets us create a new technician & fetch existing technician details? Thanks
Email Notification VS Actionable Messages
Hi ALL In our SDP Cloud instance already are using both type of notifications and users received double emails ( How i can choose only one ?
User Hierarchy
Import User Hierachy Users>>Reporting Manager>>User Reporting manager- Manager>> Manager-Senior Manager
Site extremely slow
Hello all, is there any problem with the site? It is extremely slow
SD+ is Down from 30min
Team, SD+ has been down for the last 30min. Sometimes it works but very slowly. This is the second incident in a month where SD+ faced extreme slowness and down.
Solutions
On the Self Service Portal, when a solution is suggested, there is a "Did this solve your problem?" question at the bottom of the solution with a yes and no option. No continues the request creation process. Yes takes the user back to the Home page. My
Next Page