Live Chat Issue
I tried to raise the issue via Live Chat; however, I encountered the error message below.
Conversation value by forwarding
Hello SDP Team, is it, possible by forwarding a conversation from ticket, that the conversation value from the last messages is included? We running version 14200 with MsGraph + Exchange Online. Br Andi
Updated to v 14205 tasks
Hi We just updated to version 14205. One of my techs is saying she can longer see her tasks: it will now only show 'My Completed Tasks'
Tickets shared with specific technician
Hi We have one technician that receives allot of shared tickets. He is asking for a way to show him all / only the tickets that have been shared with him. I know I can create a grid (filter) that shows shared tickets that he is the tech for: but there
Missing information about relationship additional fields
Hi, Team, Since we upgraded to the 15.200 series, we have stopped seeing information related to relationship's additional fields. On this image from SDP v.14.720, you can see "Control", which is a relationship's additional field. In recent versions, we
[SyncRule]|[INFO]|[288]| :: No sync rule is matched for add record under source module : 987
An error occurs when synchronizing ServiceDesk Plus and Analytics Plus. [SyncRule]|[INFO]|[288]| :: No sync rule is matched for add record under source module : 987 How can I fix it? I can't find an element with ID 987 in SMDB.
[You're invited] Shield NXG 2026: The Next-Gen Identity & Threat Defense Seminar, Netherlands
Hello , ManageEngine is conducting The Next-Gen Identity & Threat Defense Seminar – Shield NXG 2026 in Netherlands, and I personally wanted to extend this invitation to you. You’ll get practical insights on identity security, threat detection, SOC operations,
A Hidden Gem for Better Performance: Archiving Old Requests
Archiving old requests is often overlooked despite its importance in maintaining optimal application performance. Storing years of requests in your ServiceDesk Plus database can gradually impact performance, causing searches, reports, backups and upgrades
issues after migrating from windows to linux
Hello, We are having some odd things happening after migrating from Windows to Linux. i'm unable to generate any reports currently and we are unable to merge requests. Manage Engine is running, we are able to create new requests, close / resolve requests.
SCCM Integration
Hi We are trying to implement SCCM integration but get the below error after scanning for over 12hrs. The error states check SCCM logs but i am struggling to find the log on our SCCM server, checked all event logs in Event viewer and there is nothing
Customize this Page Google Authenticator
How Can I Customize this Page Google Authenticator?
How do you deal with tickets being reopened with "thank you" replies?
Hi guys, I'm having an issue where I will email a staff member from the ticket in ManageEngine advising them that the issue has been resolved and then close the ticket, some time thereafter they reply and simply say "thanks for that", or some variation of that, which reopens the ticket. I'd prefer to not have to turn off the facility that allows staff to reply to reopen tickets if possible. Anyone else finding this? Anyone have any suggestions as to how to deal with this? Thanks!
ESM Instance-Level Backup and Restore
In ESM environments, instance-level backup and restore is one of the most sought-after features. This enables organizations to securely capture and restore an instance without the need of having to restore the entire application. It provides a reliable
Add or hide additional fields in tasks
Seems like additional fields have recently been added to tasks, which is great! The problem is that these fields show up on every task, regardless of the task template used. I would like to either add an additional field to a specific task, or hide the
Tagging Support Groups [SDF-104168]
Hi, Is there any update on when this feature might be implemented, as per last year's discussion here? It would be really useful to have this ability, to speed up our workflow. Thanks in anticipation 😊
How to change Support group from Active to Inactive?
HI Support team, is it possible to change Support group from Active status to Inactive? There is a view option but I am not able to change status from active to inactive.
message has lines too long for transport
When sending certain reports(I've recreated it with Inline HTML report) we get "message has lines too long for transport" from the SMTP this seems to be an issue where the e-mail client (Servicedesk Plus) doesn't wrap long lines. Could you check to wrap
Triggering BRs or CTs after request template change
Hi, Team, When changing the template of a request, neither the business rules nor the custom triggers are activated, as if the change is not considered an edit action on the request itself. I have already tried using a custom function as a condition,
Recurring Changes
Hi all, About 9 years ago someone asked the question about the possibility of doing a recurring change. Ie. the same change that happens on a schedule each month: Change Management - Calendar and Reoccurring Changes Questions We have the same need as
Custom Function no longer working after updates
We have recently been running through the 15x updates and are currently on build 15270. Somewhere in the updates at least one custom function of ours has stopped working as expected. We have a series of functions that are meant to create a child request
Recurring Changes
Similar to the Maintenance module which automatically creates requests based on a schedule, recurring Change requests can be used for various purposes, particularly for standard changes such as server and service patching, certificate renewals, security
How to Fetch all Assets through GET API specific to the Requester?
Dear All, We are using the GET API to view all the Assets using below input_data but we would like to filter it based user Login ID. GET /api/v3/assets input_data { "list_info": { "row_count": 5, "start_index": 0, "sort_field": "id", "sort_order": "asc",
[Security advisory] Authenticated user privilege escalation vulnerability via insecure regex in URL paths in ServiceDesk Plus On-premises and AssetExplorer On-premises
Hello, This security advisory addresses the privilege escalation vulnerability via insecure regex in URL paths in ServiceDesk Plus which has been identified and rectified. We strongly urge all customers to upgrade to the latest version of ServiceDesk
Internal Error!
When I try to delete a PM record Internal Error! appears.
Mail Server Incoming error
Hello, We got an email by ServiceDesk saying there was en error while fetching mail. Yet when we try to download the error logs this is all we see. {"message":"No errormail files available to generate zip file","status":"info"} How and what can we do
[ForYourInformation -61] Business Rules for Notes
In the past, several use cases required notes to be automatically marked as the first response and displayed to the requester. This enabled technicians to acknowledge and work on requests while avoiding first response SLA violations. Earlier, this functionality
Request to Generate SQL Report on Problem associated to Change
Dear All, I would like to generate a SQL Query Report with below columns: a) Problem ID b) Problem Title c) Is Known Error? (Yes/No) d) Problem Status e) Incident Status f) Associated Change ID g) Associated Change Stage h) Associated Change Status Regards,
Reply window doesn't load properly
Build 15150. This only happens on a single conversation within a single ticket. I believe the root cause might be some dodgy html within the conversation reply. The text box to type the reply doesn't properly load. This happens the same for other technicians
Populate Installed Software List for Asset
I'm working on a new workflow for building and installing new computers that are replacing old ones. I'd like to find a way to pull a list of all installed software that is on the current (old) computer so our tech knows what to install on the new computer.
Link to Custom URIs?
Is it possible to link URIs in SDP replies other than http(s): or mailto:? For example, is there a way I can link a user to a specific page in SCCM's Software Center using its URI? Like this? Download from Software Center. I've tried: Using the Insert
Roles for general users
Is there a way to alter or add a role to a general user, not just a technician? I have an HR person for example that would need to review the entries and add to a ticket that they do not specifically own. I altered settings so she can at least look up
Doesn't really delete
Hi Noticed this in the release notes The update does not really permanently remove the conversations from the tickets - right? Just moves them into the new schema/structure?
Cannot assign task to group from quick actions
Hey, we have the problem that we cannot assign a task to a group (when creating the task via Quick Action -> Tasks -> Add New), even if the template shows a "Group"-Field. However the field does show up when creating the Task from the Tasks menu inside
Link New Custom Module (SubEntity/SubForm) with request object
It is possible to Link New Custom Module (SubEntity/SubForm) with Request object (Incidents and Service Catalog Requests)?
Jira Widget doesn't show Jira projects
Hi, Team, When trying to configure the Jira Widget on SDP, after following the steps mentioned on JIRA Custom Widget, we defined the custom service and the connection with the correct name and token. Although the connection has a green icon, which suggests
Contract Management Enhancements!
ServiceDesk Plus has been upgraded for several years and several versions, but the contract management department is still weak, inefficient, and poor. I would like to propose several enhancements to improve the Contract Management module: * Improved
Announcements for specific support groups
I would like to suggest to add an option for support groups (similar to user groups) for announcements in Servicedesk Plus. As an example: Our service desk would like to be notified when a prio 1 or 2 incident has been resolved and there is no need to
USB history
Hello Zoho team, Is it possible to retrieve the history of USB drives connected to an asset? Specifically, to retrieve information such as the serial number, model, and capacity. I've noticed that the information appears when the USB drive is connected
WhatsApp integration with Manage engine Support Center Plus
Does Manage engine support center support WhatsApp integration. If yes, how can I do that or where can I request a demo for it?
SLA Violation Reason
One of the most requested requirements is the ability to require technicians to provide a reason for SLA violated tickets before resolving or closing them. Although there is no straightforward configuration available for this requirement, it can be achieved
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