AD Connection
Hi everyone, I have two questions : 1) To link my ServiceDesk Plus Cloud users with the AD, should I use the Porvision App from the ESM Directory or the SyncTool for Zoho Directory ? 2) The provision App keep giving me the error "the user name or password
Requests workflow
Requests workflow is quite limited in ServiceDesk Plus Helpdesk module. I'd like to have a basic workflow that would: 1) submit an approval upon request submission 2) based on approval acceptance, trigger a task to a specific group 3) based on the task
ESCALATE by email
Does anyone know of a way for a user to escalate a ticket by replying to the original email they receive when they placed the ticket. When they reply to a ticket it goes into the conversations and I need a way for them to escalate the ticket to the IT
Best practice for removing requesters who have left the organisation
Hello, As the title says, I'm looking for some guidance/best practice on removing ex employees, but retaining their history of incidents, requests etc within the system. Thank you.
DUPLICATE CASES once we changed mail server settings to Modern authentication
Dear, please note, that from the moment when we switch the mail server settings to Modern one few months ago. ServiceDesk starts acting strange and is creating duplicate tickets, so informing requestor several times but with different CASE number. Also
Enable worklog required option in Life Cycle
Can you set an option that when executes a transition in Life Cycle the WorkLog can be mandatory.
import virtual hosts failed using the sample csv
Hi there, I was trying to import some virtual hosts into SDP oc and I used the sample file the system provided(workstations_sample.csv), but the import failed reporting the Error msg "Workstation Product is not compatible with Product Type". So it means
Technician report by groups - Reports
Hi Team, We are looking for a "Groups associated with technicians" report. Use case: In our organization, there are hundreds of technician groups that are available. Now we would like to see the details of which technicians are part of each group.
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 4: Build a unified enterprise self-service portal with ServiceDesk Plus Cloud
Hello there, In this webinar, you'll learn how you can use ServiceDesk Plus Cloud to build a unified enterprise self-service portal that enables users to access services across departments like IT, HR, or facilities. We will also discuss enterprise
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, This announcement is regarding the IP whitelisting for those organizations using their mail server, configured in ServiceDesk Plus Cloud application for mail communication to & fro i.e Mail Fetching and Mail Sending to & from ServiceDesk Plus Cloud accessed through https://sdpondemand.manageengine.com/ i.e served from US data center. As part of improvements to the systems and infrastructure, we have introduced 4 new IP addresses to be whitelisted and we request our customers to make
Change WF export to PDF, WF editor performance
Hi, I have noticed that the Export as PDF function in Change Workflow Editor generates only the header and footer (see attachment) if the WF is bit more complex (close to 80 nodes, stages with 7-8 statuses, multiple switches with +-5 values each). In
Survey rating for Technician Widget
Hi. When we add the Survey Rating for Technician Widget to any dashboard, it just sits there processing and never shows any results. I attached a screenshot of what we see which are the dots moving left to right. Thanks
Desktop Central integration with SDP Cloud?
On this page: https://www.manageengine.com/products/service-desk/hosted-on-premise-vs-saas-cloud.html?btmMenu ManageEngine says that Desktop Central will integrate with both on-prem and Cloud. How do you integrate them? The only thing listed in SDP Cloud
Archived Database retrieval
It was recently brought to my attention that our database has been auto archiving information after 3 month of being in a closed status. I need to run reports on that data and haven't been able to. I need to see about getting the archived data reinstated to be able to run reports on it. Please let me know the steps or procedures on un-archiving the information. The reports are need ASAP and will determine if a new employee is warranted for our department, so there are a lot of people waiting on the
TeamViewer integration- ServiceDesk Plus Cloud
Hello there, IT support teams all around the world are facing a great challenge due to the sheer complexity of delivering IT services to their clients remotely. We're excited to announce that ServiceDesk Plus Cloud has integrated with TeamViewer to
Email chain not discarded in reply
When replying from an email client the whole email chain is put in as the requester's reply. Normally ticket systems discard everything under a reply line, as the email chain is already in the ticket.
Release to change association
Hi, Similar as you can use ${associated_requests} to get Request <-> Change relationship, is there a way to include change IDs associated to release in webhooks or notifications? Or get it via API? I know it is not officially supported yet, but the benefit
[ServiceDesk Plus Cloud] 7-day license extension for customers affected by the recent access issue
Dear Customers, On September 15, 2021, users of ServiceDesk Plus Cloud experienced access issues with the application hosted in the US data center, which might have led to service interruptions and application downtime for our customers. Please check
itdesk REST API: always getting invalid ticket
Hello, I"m creating a script for bulk loading the worksheet into Service Desk Plus (cloud version, the one at https://sdpondemand.manageengine.com/). Using my everyvday user I've created a Self Client at the developer console, I use it to get the authorization
Does the cloud SDP integrate with Desktop Central?
I had tried to use the cloud version of SDP but it seems to be missing a lot of settings that the on-premise has, also I cant see where to integrate DesktopCentral.
Using test users for SDAdmins
Hello team, as service desk admin I found quite useful to see how system set up changes are reflected on other technicians and requestors end. In order to do so it's quite useful to have have a testing user for such purpose. I normally ask my other admin
How to get last_updated by field using rest api?
When we fetch request, we get created_by, last_updated_time etc fields. but I could not find last_updated_by in the response. Is there any way to get this field?
Can we have pre-defined contact lists for out of the box communications?
Hello team, in Problem module you have an action that allow a Notification to be sent. Is there a way to use a list of contacts as such notification's recipients? Let me know. Regards
Analysis on the recent outage
Dear Customers, Please find the brief details on the analysis and what went wrong with respect to the recent outage : There was a sudden spike in the number of user requests to the application, which proportionately translated into a spike in the cache
Expected time of fix?
Issue with accessing ServiceDesk Plus Cloud
Dear Customers, Our sincere apologies for the inconvenience caused due to the non-availability of the ServiceDesk Plus Cloud application. We can assure you that our teams are already on top of the situation and working to bring the service back to normal.
Site down?
We are currently not able to get a hold of support team on the phone, in chat and created ticket. Is anyone else having issues with connecting to the servicedesk cloud plus? This is what we are seeing
ServiceDesk Plus Cloud Masterclass 2021 Season 2 - Session 3: An overview of ServiceDesk Plus Cloud's integrations with Microsoft services
Hello there, In this webinar, we'll explore the different Microsoft integrations available for ServiceDesk Plus Cloud and explain how they help you connect your service desk with your end users' digital workspace. Learn to leverage Microsoft services
Can't view requests
Hi, Everytime I try and view any tickets I am facing with the below. I'm not sure how to resolve.
Automating the "Submit for approval" action.
HI I have a question about the lifecycle feature in the automation section. I'm trying to automate the "submit for approval" action in the indecent template. what I'm trying to do is creating a transition that will automate the "Submit for approval" step,
Upcoming Update : Zoho Survey Integration,Enhancements in Imports and Releases , Behavior Changes in Changes and Releases
Dear users, We are elated to announce the upcoming releases in Zoho Survey Integration,Enhancements in Imports and Releases, Behavior Changes in Changes and Releases.Below is a brief run-through of the same: Integration Zoho Survey Integration ServiceDesk
ManageEngine named in the 2021 Gartner® Magic Quadrant™ for ITSM Tools for the second year in a row
Hello there, We are excited to announce that ManageEngine has been included in the 2021 Gartner Magic Quadrant for ITSM Tools for the second consecutive year. The Gartner Magic Quadrant for IT Service Management Tools is an annual publication that profiles
Asset Auto-Assign for SDP OnDemand
I know the on-premise SDP the process to Auto-Assign assets from asset scan results, but is possible with SDP OnDemand? Is there also a list of what fields/information can be captured through through asset scanning?
Survey Link Email bug
The Survey Link within an email loses https and does not render properly as if the html is incorrect. I am just filling out the simple form so not much I can impact beyond what I am entering, shown below. Any thoughts on rectifying? Selected Text: $SurveyLink
Release import
Hi, I already asked this in the feature announcement (here), but got no reply so far so I'm posting this as separate question. According to docu one cannot choose workflow for the imported releases directly in the csv, so I expected it to be selected
How to remove task from showing up under hold helpdesk dashboard ?
How do i remove tasks from showing up under ON-Hold ? i dont want task to show up in SLA or on any status is there any ways to achieve this ? status status
How to reset ID counter for Requests in Servicedesk Plus On Demand?
We have been raising requests for testing purposes and it seems the ticket is at ##300## and we haven't launched this user yet. How do I reset?
Request/Ticket creation through email & conversations to the request/ticket
ServiceDesk Plus OnDemand supports request/ticket creation through email and the configuration is detailed in the help document : http://help.sdpondemand.com/mail-server-settings Let's take a look at the behavior of how request/ticket is created through email & how conversations are appended to a request/ticket. A requester ["John"] sends an email to "it-helpdesk@mycompany.com" [which is configured under the Mail Server Settings-->Incoming Mail Settings --> Email Address]. SDP OnDemand process the
How to deal with autoreplies reopening closed tickets
Hi, How do you stop a ticket from getting reopened because of an auto-reply from a user? This usually happens when a user is on vacation or have left the company, in which case, Exchange online will send the auto reply that this user no longer exist.
Upcoming Release : Zia Predictions, Enhancements in Zia and Asset & CMDB
Dear Users, We are gearing up for the upcoming release with Zia Predictions, Enhancements in Zia and Asset & CMDB. Below is the brief details on the same : Zia Prediction Zia can now be trained to predict the relevant technician, category, and template
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