In the upcoming episode of Masterclass 2023, we will explore how service management teams can leverage ManageEngine ServiceDesk Plus to efficiently design, launch, and manage IT and enterprise services for a hybrid workforce. In this episode, you'll gain insights for optimizing service management workflows with a unified platform and amping up the employee experience across the enterprise.

In this episode, we'll discover:

Frequently Asked Questions

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The instances will be visible only if the user exists in the particular instance. If they are not available in the instance, then it will not be visible on the HomePage.

You can populate an additional field from a CSV file or through API. To populate an additional field using a CSV file, refer to this page for sample scripting.

As of now, you can only move the request by choosing the instance. You will not be able to choose a support group while moving the request.

If you are trying to run a query from the facilities portal in ServiceDesk Plus, the report will show only the data related to the facilities portal. However, if you run the same query directly from a third party database (SQL Studio in case of Microsoft SQL), then you will be able to see all data irrespective of the instance chosen. Refer to this page for more information.

The self service portal will be available only for the requesters. Technicians will not be able to access it. However, the admin can preview the portal. Please refer to this page for more information.

Additional fields are details that we look to capture for a request aside from the default fields whereas the resource section is specific to the Service Catalog. It is used to compile resource-related queries for requested services.

Go to Admin > Users and enable Service Request Approver privileges for the User profile you want to add to the approval process.

As of now, the limit for additional incident management fields is 90 and the limit for additional service management fields is 50.

The number of resource questions is not limited at the moment.

To automate technician assignment based on any field values, use Field and Form Rules. Please refer to this page for more information.

You can. Please access our demo site here.

Please use this guide to search different key terms based on use case.

For further information, you can write to and we'll be glad to help you.

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