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
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
[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
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.
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.
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.
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
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
Helpdesk dashboard
anyone know how to customize Helpdesk dashboard or i was to completely isolate service request from incident i dont want them to show under hold status or in progress ?
Can we?
Hi, Our clients have a budget of development hours they can consume they we determine if they're chargeable or not. I have a standard report to track this but I was wondering if we're able to set-up any alerts when there budget gets lower than a specific
Upcoming update : Release and Problem enhancements
Dear Users, We are planning for the next upcoming update with enhancements in Release and Problem modules. Below is the brief details on the same : Import Releases, Release Tasks, and Release Conversations You can now import Releases, Release Tasks, Release
Next Release : Consumable Assets
Dear Users, We are planning for the next releases with consumable assets and below is a brief details on the same : Consumables ServiceDesk Plus Cloud now allows you to effectively track and manage consumables from Assets tab. Consumables List View Using
Masterclass 2021 Season 2 - Session 2: 5 tips to get your service desk ready for a hybrid workplace (August 26)
Hi there, Before the pandemic, organizations across the globe were already on a path to digitize operations. After COVID-19, many organizations were forced to fast-track the process by adopting collaborative applications, security solutions, big data,
Masterclass 2021 Season 2 - Episode 1: Slash resolution time and automate key desktop management tasks with the ServiceDesk Plus-Desktop Central integration (July 29)
Ever wondered how to slash resolution times while simultaneously automating key desktop management tasks? In this Masterclass, we'll teach you how to maximize your productivity and stay on top of help desk requests with the ServiceDesk Plus-Desktop
ServiceDesk Website not loading in Internet Explorer
Hi All Have there been any recent changes that would cause the ServiceDesk Plus OnDemand cloud site not to load properly in Internet Explorer browser? I've tested on multiple computers, both in and out of our environment, proxy, no proxy, and I get the
Next Release : Advanced Customizations for Requester Portal and Enhancements in Problem
Dear Users, We are planning for the next release with "Advanced Customizations for Requester Portal and Enhancements in Problem". Below is brief note on the same : Advanced Customizations for Requester Portal You can now customize the requester portal
Report showing technician time spent against CIs
We added the CI field to our requests and would like to report off of this field. I dont see an option in the Reports module to report off the field "CI". We would like to report technician and time spent working on all of the CIs. Is this possible?
Upcoming Release : Enhancements in Asset, CMDB, and Release
Dear User, We are gearing up for the next release with enhancements in Asset, CMDB, and Release. Below is a brief on the features : QR Code Support Add assets by scanning QR Codes from vendors. You can also generate your own custom QR codes for new and
Masterclass 2021 - Episode 4: 5 hacks to implement an effective Asset Management in your organization (27th May)
In the fourth episode of ManageEngine's Masterclass 2021, we will discuss five hacks to implement an effective Asset Management in your organization using ServiceDesk Plus Cloud. In this masterclass you will learn how to: Discover and scan all assets
[Complimentary webinar] The new digital workspace: Delivering frictionless IT and business services across the enterprise
Hey there! We have a new webinar titled The new digital workspace: Delivering frictionless IT and business services across the enterprise coming up on May 27 at 8am PDT. We’ll discuss the growing importance of IT and enterprise service management (ESM)
Perform grouping on Reply Template
I have multiple reply templates and would like to do the grouping for better user experience. Possible to do it? * I'm using SDP Cloud version
Masterclass 2021 - Episode 3: Build Efficient Change Workflows Using ServiceDesk Plus Cloud (28th April)
In the third episode of the ServiceDesk Plus Masterclass 2021, we will discuss how you can craft effective and efficient Change Workflows using ServiceDesk Plus Cloud. We will also discuss how you can tweak different aspects of your change enablement
Email Fetching Stopped Working
Background: Our network was hit with a pretty nasty virus that we have just finished recovering from. I noticed that since the day we were hit, the mail fetching has stopped making attempts to fetch email to auto-generate tickets (the timestamp of the
Masterclass 2021 - Episode 2: 5 hacks to create and deliver an effective Service Management using ServiceDesk Plus Cloud (24th March)
In the second episode of the ServiceDesk Plus Cloud masterclass, we will discuss how you can build an effective Service Catalog that is ideal for your organization's needs. Key areas that will be covered in this masterclass episode: Hack 1: Define
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
Next Release : Enhancements in Request, Change, Project and Tasks
Dear Users, We are planning for the next release with enhancements in Request, Change, Project and Tasks. Below are brief note on those enhancements : Complete Request on Denial Requests rejected by approvers can now be moved automatically to any completed
The authtoken will be EOL-ed in February 2021 (Revised EOL Date - March 15th, 2021)
Dear Users, EOL for Authtokens will be effective from end of February 2021 and Authtokens were already deprecated as announced already in the forum post. Breaking Changes - Authtoken EOL OAuth is the industry standard protocol for client authentication
Masterclass 2021 - Episode 1: 6 incident management hacks to implement using ServiceDesk Plus Cloud (24th February)
The ServiceDesk Plus masterclass is back this year, and in the first episode, we will be looking at six incident management hacks in ServiceDesk Plus Cloud. Ensuring that incidents don't affect business operations hinges on timely resolutions aided
VMWare Host Hardware Scan Missing Items
Hi, Running SDP On Demand, when scanning my VMWare (6.5) hosts for asset collection, the hardware data is incomplete. These are Dell servers. I get the Name, Model, Operating System, Product ID, Processor and Logical Drives but I am missing Service Tag,
Additionial Fields requester template
Hello, I'm trying to configure a template/ form. However I can't add additional fiels to the requester page. the only one which is showing up is the radio buttion, which isn't what i need because I need the users to be able to tick several boxes. For
Client logins
Hi, Is there anyway a client's login can be tied to their Office 365? Thanks
Next Release : Webhook, Release Notifications, Asset name format and Asset Loan Query Reports for ServiceDesk Plus Cloud
Dear Users, We are planning for the next release with enhancements in Webhook, Release Notifications, Asset name format and Asset Loan Query Reports. Kindly refer below for more details : Webhook Webhook URL now support substitution variable. You can
Deprecating Support for Authtokens and URI model in REST API's
Dear Users, We would deprecating support for Authtokens and URI model in REST API's of ServiceDesk Plus Cloud. Deprecating AuthTokens in SDP Cloud: SDP Cloud REST APIs supports two types of authentication, AuthToken and OAUTH. Of these, OAUTH is more
Upcoming Release : Change enhancements, Asset Replenishment, Site Locale & Locale Specific Notification Templates and Service Requests SLA Enhancements
Dear Users, We are gearing up for the next release with Change enhancements, Asset Replenishment, Site Locale & Locale Specific Notification Templates and Service Requests SLA Enhancements for ServiceDesk Plus Cloud. Kindly refer to the below details
Two questions
Hi. 1.How could I add custom field when adding new requester, I would to have "computer name" field when adding new requester, so I added this field but I can't see it when creating new requester? 2.I cannot configure gmail to retrieve/send emails all
I need help on how to change request ID
Hi! I am using SDP On Cloud Free version and I was wondering on how to change my requestID from a numeric number '0' to '21XXX' as desired.
Next Page