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The Masterclass sessions will be conducted live on every fourth week of the month. You can find the tentative schedule below.

6 incident management hacks to implement using ServiceDesk Plus

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Q & A

6 incident management hacks to implement using ServiceDesk Plus

Is the Priority Matrix feature available across all editions?
Can end users share their requests with co-workers?
Is there a way to search for incident and service templates at the same time?
Is there any option to configure a higher level of escalation based on severity?
Is there an option to export all tasks and requests as an Excel file?
Is it possible to flag OLA overdue requests?
Is there a way to change the hyperlink for both Report an issue and Request a Service to open the same page that you receive when clicking Request Catalog?"
Can we add help video in Self-Service Portal?
Can we assign different technicians to requests based on specific dates?
Can I have a guide on how to integrate Microsoft Teams with ServiceDesk Plus for using the chat feature?
Are tickets only assigned to a technicians when they are available/logged in? How to avoid tickets being assigned to technicians when they are on vacation?
Which database is better for helpdesk? PostgreSQL or Microsoft SQL?
Is there a backup option which could be scheduled by the admin to make a complete backup of all data for backup and restore or should go with out-of-application backup?
Is there a guide for migration from PostgreSQL to Microsoft SQL?
Can we link technician schedules/leave with their Outlook calendar?
Is it possible to have notifications sent to a user or technician when a case or incident or request of theirs is accessed or updated (instead of opening the request and checking the history)?
If the bundled database PostgreSQL expires, how can we renew it?
For users or technicians working from home, is there any feature like secure gateway or forwarding server to secure the communication when we expose SDP link to public?
Can a request be automatically assigned to a Technician/Group depending on an attribute of the CMDB item/Asset associated with the request?
How can a user initiate chat support?
Is ServiceDesk Plus available for Linux servers?
What are the features available in different editions/licensing?
Who can create dashboards?
Will Zia require additional licensing?
Will Microsoft Teams Integration support replacing the native chat platform in ServiceDesk Plus?
How can I share a report generated by me with other technicians?
Is there any cost associated with ServiceDesk Plus update packs?
Is there a way to email announcements to all end users, or will we have to select the end users each time?
I linked three requests in our locally hosted integration, but when I responded to one of the linked tickets, it didn't update the other two, why?
How do I allow one person for each region to view all tickets within the region?
Where can I find more information on the Live Chat options and its integration?
Is there a way to get information from the "Description" field to copy over to tasks automatically?
What is OLA and what are the benefits of OLA in service desk?
What is OLA and what are the benefits of OLA in service desk?
Can we produce reports by technicians for solution reviews?
Is there a benefit in changing the "padlock" to public or private in request notes?
What would be the link for users to access the front end of the service desk?
How can I preview Self-Service Portal if I'm logged in as a technician ?
Is there a way to customize the three buttons that come up on the front page "I am facing an issue", "I need a new Service", and "I'm looking for a solution"?

5 hacks to create and deliver an effective Service Management in your organization

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Q & A

5 hacks to create and deliver an effective Service Management in your organization

We have recently created multiple service desk instances and how can move the requests from one instance to another automatically?

You can move one request at a time between instances using the UI options. To move requests in bulk to other instances you need to use API operations. API operations require technical assistance, so please write to hello@servicedeskplus.com

Is there any documentation on creating customized widgets from a report?
Are all these features in Service Catalog available only in the Enterprise edition?
Is it possible to show all request properties that are already filled-in by the user to be shown in email notifications sent to technicians when the tickets are assigned to them?
Can we send out approval reminders?
How do I make the request forms visible to both technician and requesters?
If a technician resigns and if we delete their account, will it affect the data when we running the reports?
Is there a mobile app available for self-service portal?
Is there a trial for service catalog as an add-on for the Standard edition?
Is there a place where I can learn about the best practices for assigning administrators, project roles etc?
Can any of these fields be automatically populated based on our CMDB? For example, if the Requester selects a Role of "Sales Associate" to be onboarded then equipment suitable for that Role is automatically filled out in the form?
Can requesters edit the fields of requests that were created by technicians on behalf of requesters using templates?
Can I change the font of the announcement title? For example if there is a general issue, everyone should easily see that and need not read through all the announcements.
Can we publish additional information about each service in the Self-Service Portal, such as Availability Target, Target Restoration Time?
Which ManageEngine product allows you to install software remotely or perform remote operations?
Is there any way to make important announcements more visible than others like maintenance announcements?
Did I see that a requester can raise a request on behalf of someone else? Can we learn a bit more about that? For instance if an HR staff member is raising a new joiner request on behalf of the line manager.
How to raise request on behalf of someone else? (or) How to raise requests on behalf of the requesters?
Can a service template or life cycle be modified without disrupting any active Service Requests using them?
How actionable emails in Outlook works? What are the possibilities for the users?
How to configure approvals reminders?
Tell me more about the targeted audience. If I have a region that is experiencing an outage, how do I send a notice to that region? (I don't have Desktop Central)
Do Resource Info fields come away from the maximum number of allowable fields in Incident-Additional Fields?
Can user groups be synced to existing groups in Active Directory?
What is Hide Fields option in Field and Form Rules?
What module are resources a part of?
Can the knowledge base be exported? Can you limit knowledge base articles to be visible to certain technicians or support groups?
How do you enable the auto-suggest for solutions?
How to limit a manager to see only their site tickets?
Is there any way around the hard cap of 50 common fields?
What are best practices for outside users to onboard since logging into the portal is required? Our situation has supervisors and users who may not be in our Active Directory for account access to the support portal.
For integration do other applications have to be on the cloud or can we integrate with on-premise applications?
How do we check which version of ServiceDesk Plus supports all features discussed now? Would they work on previous versions?
Does ServiceDesk Plus support Microsoft SCCM integration?

Build Efficient Change Workflows Using ServiceDesk Plus

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Q & A

Build Efficient Change Workflows Using ServiceDesk Plus

Which version of ServiceDesk Plus is required to use the change workflow builder?

The change workflow builder has been introduced in ServiceDesk Plus on-premises version 11.2 as part of the Enterprise edition. You can also get it as an add-on if you are using other editions.The change workflow builder is also available on ServiceDesk Plus Cloud.

For queries on sales, licensing, product trials, please write to hello@servicedeskplus.com.

Can we use the switch node for fields other than category and subcategory?
What are the possible scenarios in which the change workflow becomes invalid?
Can we automate the CAB approvals? For example, when a certain category is selected, the relevant CAB group is automatically sent when the planning stage is approved.
In the change forms, what is the Status Comment field for?
Can I upgrade from version 9.4 to version 11.2 directly?
Are the approvals "Wait For" available only anyone, everyone, or first response? or are you able to tweak this?
When you select approvers for an approval node will these all be selected by default and locked or can you select who is notified?
Can you confirm if these workflows have to be developed to re-implement CAB Approvals we had working before version 11.2 ?
Is it possible to make changes to existing change workflows, after upgrading to version 11.2 or above?
How do approvals work in the change workflow?
Can I add several approval stages?
Can approvers be selected by just an email address instead of roles?
Is there a workflow designer in the ServiceDesk Plus for requests?
Is it possible to now remove the requirement to enter a status update when approving or changing a change request status/stages?
Is it possible to use custom fields to build flows?
In the Planning Stage can you mark certain fields as required to move to the next stage?
How can we use CMDB in change management process?

5 hacks to implement an effective Asset Management in your organization

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Q & A

5 hacks to implement an effective Asset Management in your organization

How does scanning take place for machines which are outside the office network i.e. current WFH scenario?

This can be done in two different ways:

  • Deploy the Windows agent with the "Scan at System Startup" option enabled in all the user workstations. This way, when the user switches on the workstation and connects to the office network via VPN, the agent will push the information to ServiceDesk Plus.
  • Deploy scanning scripts via the GPO and execute them every day when users connect to the office networks via VPN. To learn more, click here.
How do you merge the different versions of a software application?
How to manage software when the version differences (E.g. skype version 8.57 and skype version 8.63) are listed as two separate assets as this becomes difficult to manage and report on?
Some of my devices come into contact with 3 different network mac addresses 1 device being wireless, 1 being network, and 1 possibly a shared hot desk device MAC address. What is the best way to track devices by hostname without using the MAC address in such cases?
With regards to software versioning, is there a way to automate adding the new version to the software suite?
We use only AssetExplorer, any third party application is available for AssetExplorer?
How are the credentials stored in ServiceDesk Plus?
Do all assets need to be IT assets or can we log them as non IT assets? Does scan only work for IT assets?
Keyboards, monitors, and other peripherals connected to the PC will not be scanned automatically?
For consumables, can you add quantity? Like a specific toner model, and quantity is 10?
How do we distinguish between company devices and BYOD? For example, if we have users working on company laptops and users working on personal laptops. At the moment we are using the “asset tag” field on the asset details page.
Is there any way that users will see what all the assets are allocated to them?
Why the "In Store" assets free up software allocation?
If I run a network scan and also have agents installed, will the system create duplicates of assets, or would the agents be detected and recognized to avoid duplicates?
If I have the Desktop Central agent installed on some computers, do I need to install the ServiceDesk Plus agent on top?
Can we scan iPads too? If yes please guide through the process
For asset scanning do I use both domain scan & network scan or is it better to use one at a time?
Scheduled agent scans work fine for all Windows PCs which are connected to the internal network but don't work for PCs which are at colleagues ' homes. It seems that port 9000 needs to be open on our Firewall to allow connection between SDP and remote agents. Is this the way to go?
ServiceDesk Plus discovers remote PCs by Network or Domain scan. Can the information from remote PCs be pushed to ServiceDesk Plus instead of being discovered by the two above scan methods.
If a device is 'Moved to Disposed State' automatically, based on time, can it be put back 'In Use' at a later date?
Is the Desktop Central Agent a separate ManageEngine solution/subscription, or is that included as part of the ServiceDesk Plus?
We are currently running ServiceDesk Plus Professional version 10 and I didn't see some of the features shown in the webinar. I don't see the CMDB tab and SCCM doesn’t show up as an option in Integrations.
Would you consider SDP the place (the hub) to manage all assets within the ManageEngine platform?
What about SCCM integration method? Pros and cons of it?
Is there any danger in duplicating an asset if adding an asset manually and then also having it discovered by the agent?
We assign assets to users but ServiceDesk Plus seems to randomly change the user we have assigned and sometimes, it completely moves the asset to a disposed state all without us changing anything manually. Is there an easy answer to this? It may be worth noting that we are integrated with Desktop Central for scanning.

You can access our previous sessions here:

  • Run your IT like a business: Developing an analytical approach to service management

  • Building an effective IT asset management strategy with ServiceDesk Plus

  • Implementing an effective change management process with ServiceDesk Plus

  • Setting up a service catalog for your remote workforce with ServiceDesk Plus

  • Managing major incidents with ServiceDesk Plus

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