Incorrect Satisfaction Level Summary
Dear Team, I have a 2-question, 5 rating survey. There are instances that 1 of 2 questions were answered yet the Satisfaction Level Survey is 100%? Shouldn't this be just 50%. Please see below screen shot
Planned Maintenance of our US Data Center on December 21, 2019
Dear Customers, We have planned a network infrastructure upgrade on our primary Data Center in the USA on Dec 21st, 2019 from 6:30 PM to 10:00 PM PST. This upgrade will help us support our expanding server far more efficiently. During this upgrade, we will be switching ServiceDesk Plus Cloud to our secondary Data Center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, please let us know
Choose Suite Component Software
Hi I am trying to add a Software Suite and when I get to the required field Component Software no matter what I type in it comes up with No matches found. I've added one previously with no issue, but unable to do so now.
Cloud SD with on-prem AD objects integration
Hello to all, I'm new to this product, but I have a client that right now is using the on-prem version of SD Plus and the license will expire soon. He does not want to renew, instead he wants to go for your cloud version. I have a few question before I start to learn the software a bit: 1. Can the existing database (on-prem) be migrated into your cloud version of the product? 2. How will the Active Directory computers show up/be sync in the management console (assets I guess)? Using agents on computers,
Sorting Requests
Hello, we just moved to the cloud version of SDP and I can't seem to sort requests in the same way I used to. I used to be able to sort by technician then date within the my open/unassigned view, now I can only sort by one or the other. I tried a custom view, but that doesn't have any options for sorting. Am I missing something? Thank you Elonna
New Sign-in [Two step] page for ServiceDesk Plus Cloud
Dear User, We have revamped the sign-in flow to gear it up for cutting edge authentication. Newly revamped sign-in page provides enhanced security by avoiding phishing attacks and easier & faster SAML based authentication. This is a pre-release announcement and will give you preview of the same, with the expected behavior changes. As you all know that Zoho is the parent company of ManageEngine and ManageEngine uses Zoho Accounts for user accounts management (i.e authentication and authorization).
Ensuring the Resolution field is populated before setting Status to Resolved
Hi there, I'm configuring our SDP (Cloud) and when creating a test ticket I noticed that I am able to resolve the ticket without anything written in the Resolution field. I would like to ensure that the Resolution field is populated before our Technicians are able to mark a ticket as Resolved. I'm sure it's probably a very straightforward setting change, but for the life of me I can't find it in the documentation I've looked through. Could someone please advise? Thanks, Amy
Next Release : Contract and Project Enhancements
Dear Users, We are planning for the next release of ServiceDesk Plus Cloud with "Contract and Project Enhancements". Below is the brief summary of enhancements : Contracts Contract Management in ServiceDesk Plus brings you many new features and enhancements along with a complete overhaul of the Contracts module. New Features Specify the type of contracts as maintenance, lease, support, warranty, and more. Configure contract types under Admin >> Customization > Contract Management >> Configuration.
Hide Description
Could someone please send me to the right place to find out how to hide the description. I've checked a few posts but I don't see any of the options in form rules. Desperate here! And for that matter hide Requester Details.
Next Release : Release Management and Change Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Release Management and Change Enhancements" and below are the details: Release Management ServiceDesk Plus Cloud now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy
ServiceDesk Plus 10 release versus ServiceDesk OnDemand
Guys, It starts to become really tempting just to hop over again to SDP 10 instead of using the OnDemand version. This new version came out, and i was surprised to see the sheer amount of changes that this product has seen over the last 2 years, in comparison with SDP OnDemand. Now, i'm not saying SDP OnDemand hasn't had it's changes - but the changes are much more visible in SDP Plus - the whole interface has had an overhaul. This made me wonder: what can we expect the coming year of SDP OnDemand?
Permissions required for user to import from active directory
Hello Right now I'm using a domain admin account to pull in the active directory information in Service Desk Plus. I want to create a user with less privileges. What user permissions do I need?
Cannot delete Site [Solved]
I was using the Trial version of ServiceDesk and added some sites. Now I upgraded to Free version with 5 techs. Now I cannot delete my sites. Anything I can do to fix it?
ServiceDesk Plus Cloud User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with an entire track dedicated to ServiceDesk Plus with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the details. Here's what you can
Solutions - SDP iPhone App
Someone had emailed me over the weekend asking how to do something. Since I was not in the office, downloaded the Zoho SDP app for my iPhone. This was my first time utilizing the the app. I noticed that I could do all ticket related items, but nothing with the solutions. It would have been nice to search solutions so that I could have forwarded that onto the user. I can think of multiple instances where this would be useful to me off hours.
Next Release : Change Triggers
Dear Users, Planning for the release of Change Triggers and below is brief about this feature : Change Triggers Change Trigger rules specify conditions under which predefined actions must be performed. These are useful for calling actions after the changes are created, especially for performing actions in other modules or in third-party applications. Change triggers can be executed when a change request is created, edited, or deleted. If the trigger is defined to execute whenever a change request
New Self-Service Requester Portal
Using the new Self-Service portal and notice that if a user clicks the 'Report an Issue' button associated with an asset in the My Assets section then the appropriate asset details are not pulled through to the request ticket.
Preventive Maintenance Tasks - Schedules
It would be great to have schedule options for monthly tasks such as first week, second week, third week of each month or "First Tuesday" or "Last Friday" of every month rather than just the date.
Masterclass – ManageEngine integrations: Analytics: Get a holistic view of your IT service desk - 7th session 1st August
We're hosting a webinar 1st August on ManageEngine integrations: Analytics: Get a holistic view of your IT service desk ITSM using ServiceDesk Plus Cloud, the 7th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus Cloud to: Integrate with Analytics Plus. Improve technician performance by understanding their behavior Discover the process gaps that cause delay, and take action Reduce costs by analyzing asset utilization Using examples, we can Learn how
Masterclass – Enterprise service management: Extend ITSM best practices beyond IT - 6th session 18th July
We're hosting a webinar 18th July on ManageEngine integrations: Enterprise service management: Extend ITSM best practices beyond IT using ServiceDesk Plus, the 6th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Create, deploy, and roll out a service desk instance in less than a minute Maintain a single enterprise directory for users, service desks, authentications, and associations Facilitate stellar service delivery using code-free customizations
Does SD Plus Cloud Allow Multiple Email Channels?
We used to use Zoho Desk for our ticketing needs, and have now moved to SD Plus Cloud. We've come across an issue where we have several different ticketed clients catered by different branches within our organization. (Ex. FirstLast@organization01.com for Client 01, FirstLast@organization02.com for client 02) When we respond back to our clients, we usually switch over to a different channel to respond back with a specific email address. However, we don't see this option here. Is there a way to create
Released : "Virtual Hosts & Virtual Machines and Asset Enhancements for SDP Cloud" and "Custom Function Schedule"
Dear Users, We have released "Virtual Hosts & Virtual Machines and Asset Enhancements for SDP Cloud" along with "Custom Function Schedule" and below are the details : Virtual Hosts and Virtual Machines Scanning Virtual Hosts You can now scan VMware's ESX and ESXi and Hyper-V hosts and fetch the virtual machines (VMs) created in the hosts. Besides scanning, you can import and manually add virtual hosts and VMs. Scanning virtual hosts help you track the relationship between virtual hosts and the virtual
API key section missing on SDP on demand
Hello, I'm looking at the REST API documentation because I need to put and extract some data from tickets and projects. I got to the API KEY generation but found no "API KEY" section in the user manager. In theory im an administration (I can view/edit other users, for example). What am i doing wrong? Thanks in advance, Max
Removing the 'Site' Drag and Drop field in Incident templates?
Is there a way to not have the 'Site' field show on Incident templates? I can't seem to be able to remove it from any of the templates. We do not want the requester to see the field - and I can't select it through a custom action either. Any help would be appreciated! Tony
Masterclass – ServiceDesk Plus online training series - session 2 May 30th
Hi folks, We're hosting a webinar May 30th on Building a highly responsive service desk using ServiceDesk Plus, the second session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Establish communication to reduce ingress of tickets Assemble an incident response team Collaborate effectively to quickly resolve the issue Automate incident management processess Initiate root cause analysis and enrich the knowledgebase Using examples, we'll demonstrate how
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 15-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic - "Service request: Employee On boarding simplified" which was conducted as webinar on 15-05-19 We will post the webinar video shortly, which will be follow by questions and answers which were discussed with participants after the session. Please watch the webinar video and feel free to discuss your questions with us, we will be more than happy to assist you. Refer the link below, to know
Next Release : Resource Management and CMDB Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Resource Management & CMDB Enhancements" and below are the details : Resource Management 1. Option for resource managers to plan, manage, check resource availability, and assign tasks to technicians. 2. Resource Management is accessible from the Home tab, Projects module, and individual Projects. 3. Categorize resource utilization based on the workload. 4. Option to filter Tasks based on time or time scale. 5. Option to filter
Released: Zia for ServiceDesk Plus Cloud
Dear Customers, We are glad to announce that Zia, the AI assistant from Zoho, is now available for as a conversational virtual support agent for the users of the cloud version of ServiceDesk Plus. Zia helps perform simple service desk activities and fetch information, so end users don't have to rely on a technician. And with access to a conversational virtual support agent, technicians in the field can now perform service desk activities with simple hands-free voice commands. End users and technicians
Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, As planned and informed earlier, the Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center has been carried out today May 08' 2019. Hope the following list of IP's are white listed in your end. 136.143.187.53 8.39.54.54 136.143.186.53 8.40.222.54 Going forwarded this minimized list will be used by ServiceDesk Plus Cloud for mail fetching. You can refer to the main post by clicking here. Please get back for any further clarifications.
Important: Static IP Addresses for Mail Communication (Mail Fetching & Mail Sending) specific to US Data Center
Dear Customers, Customer's who are using their organization's mailbox/server would have configured their firewalls & white listed a set of 15 IP addresses to communicate with the ServiceDesk Plus Cloud application accessed through https://sdpondemand.manageengine.com/ i.e ServiceDesk Plus Cloud served from US data center. We are planning to minimize the list of IP addresses in the future and that would be valid irrespective of Service Provider. Also, this will avoid problems in mail fetching & mail
Masterclass – ServiceDesk Plus online training series starts May 15th
Hi folks, We are glad to announce that we will be hosting ServiceDesk Plus Masterclass series for both on-premises and cloud starting next week. The objective of this webinar series is to showcase every day IT service desk problems and how ServiceDesk Plus can be used to solve them. This series has 7 sessions covering various modules in ServiceDesk Plus along with a dedicated sessions for integrations, ESM and Analytics. Here’s a brief look at upcoming sessions: View detailed masterclass schedule
Released : Requests Life Cycle
Dear Users, "Requests Life Cycle" for ServiceDesk Plus Cloud is released today and is available live. Request Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
Next Release : Requests Life Cycle
Dear Users, We are planing for the release of Requests Life Cycle shortly and below are the details : Requests Life Cycle Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page. Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle. The life cycle contains nodes
SDPlus on Prem to Cloud migration export process
Hi I have tried to run the export utility and now my prod system isn't running at all. There isn't very much indication of anything happening. The export process would be so much better if there were status on the export. Things like it started, the progress, the success or failure of the process. Any one had any luck with the export process yet?
Next Release : User Delegation
Dear Users, We are preparing for the next release on User Delegation and below are details : User Delegation Configure backup users to handle requests and approvals of users during their planned leave. Using this feature, you can reassign service and incident requests and configure backup approvers for service, incident, and change requests and purchase orders. Under Setup >> Automation >> Delegation, enable the feature and configure the global settings. Users who mark leave after you enable the
Next Release : Asset UI Enhancements
Dear Users, We are planning to release "Asset UI Enhancements" for ServiceDesk Plus Cloud and it will include below enhancements in respective ESM portals - IT Desk & Facilities Desk : Assets-UI Enhancements 1. Assets and Components sections added under Assets module. IT Desk - Classified into IT and Non-IT assets category. Facilities Desk - Categorized into facilities-based product classification (Safety, HVAC, Appliances). 2. A dashboard view of all the product types in the organization
Cannot Edit/Remove Vendor information in Purchase
Hi, we are trying to use the Purchase feature in SDP on Demand and finding it really non-user friendly. After you enter a vendor's name, there's no option to modify the entry if I made a mistake or typo. see attached.
Change Multi Stage Approval
Hi, We are looking to implement a 2 stage approval process for changes which requires the approval from 2 different groups of people. We know the changes have multiple stages, however we would rather only have 2 approvals that alert the first stage approver when a change is raised, then once the change has been approved by group 1, approval is requested from stage 2. Can you point me in the right direction as to how to implement this in SDP on demand please? Thanks
Multiple identities
Guys, Is it possible to add 'multiple identities' to the 'Requesters' in SDP? I've got various people that are one and the same person, but are emailing me from home, either from work (from different mailadresses thus). Merging those different mailadresses into the same person would improve useability a lot in terms of searching on names (requesters). With regards, Sven
Hovering mouse over fields in Requests screen
Hi, At the moment if you hover your mouse over the "Subject" field in SDP you get a pop-up with an overview of the ticket details. I'd like to suggest the same function is available when hovering your mouse over the "Requester Name" column in the same screen. That makes it easier to see the details of the requester, including a phone number to call them. I know this is available if you click in to the ticket, I'd just like it on the main Requests screen. Thanks.
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