Blank page after upgrade
Hi, after upgrade to the latest version 15.1 Build 15150 from 15.1 Build 15130 Can you advice how to resolve it please?
MTTR Calculation in SDP
Hi All, I want help on how to calculate the MTTR in SDP. Currently I am not able to see such column or field in the report section. MTTR=Resolution Time−Created Time−Hold Time
COMPLETE_V3_JSON_FILE encoding powershell
Hi, I'm developing a Custom Menu option that sends request data to another application using Powershell. I'm wondering what encoding I should use when getting the content of the COMPLETE_V3_JSON_FILE-file. I have tried multiple options available in the
Purchase Order Report
Good day, our company uses service desk plus. One of my colleagues wants to have a report on purchase orders for the past financial year. There is a Purchase order report template, but it does not show all required fields. I do not know the database structure,
Problem with new SSL certificates
With the intermediate changes with GoDaddy's SSL certificates, once the new certificate is uploaded it only works if the intermediate is installed on the device trying to access it. That is obviously not feesable. I really need some assistance, this is
Intune Intergration
Why ist in our Third Party Tools no Intuen Integration available? We are using
Error Setting up Microsoft Graph for Incoming Mail
I have created the app registration for Service Desk following the directions on this link https://help.servicedeskplus.com/configure-azure-as-authentication-server When trying to click save on the incoming mail settings I keep getting error of One of
Strange Install Behavior
I am installing the latest version of servicedesk pro onto a brand new Windows 2025 Datacenter server (GUI) with the intent of migrating the old server to the new one. It installed without issue, and I allowed the setup program to start the ServiceDesk.
Software license allocation limits
Hi, Team, We have a customer who is having an issue when trying to allocate software licenses. The licenses are from CAL type, and they have 700 licenses to allocate. It happens that they can only allocate up to 500 licenses. It seems to be some limitation.
CMDB Configuration from the Scratch
We are planning to configure the CMDB (Configuration Management Database) from scratch in ServiceDesk Plus. Since we are in the initial stage, we are looking for guidance and best practices for setting up CMDB effectively. As I am new to CMDB, I would
Mandatory Worklog for Closing Task BY GROUP, LIFECYCLE, OR TASK TEMPLATE
Is there a way to make Worklogs mandatory before closing a task for a specific Group or even Task Template? Perhaps adding a Task Lifecycle? Currently there is no Task Lifecycle and Tasks are where we track Worklogs. The issue lies in the fat that Requests
Reminders to Requesters for Unresponded Tickets
Reminders for requesters to respond to on-hold tickets is an important feature in the application as they help prevent tickets from remaining inactive, reduce backlog and accelerate request resolution. By automating follow-ups, they improve help desk
Can Service Desk Pro be run on a Core Server?
Good afternoon, I am working to upgrade all my servers to the latest release of Server 2025. I prefer core for many of my servers as it does not require the GUI related overhead and generally run better. Will servicedesk pro install on a server core,
Exchange Online using Pop or IMAP configuration setup
We are moving to exchange online and would like to use pop or imap to connect exchange online and pull mail to the system. How can this be setup? I know Microsoft Graph is the new way of doing things but we want to hold off on that. Is that even possible
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
Internal Error!
When I try to delete a PM record Internal Error! appears.
Import Sample Script
Auto-populated customized sample scripts help administrators get started quickly by providing contextual, ready-to-use code tailored to their specific configuration or use case. Instead of writing scripts from scratch, users receive examples that include
ServiceDesk Plus upgrade fails from build 15200
Hello, I've got an issue upgrading from Build 15200 SP3 to any build beyond it. I've tried installing 15200.6 as it's a newer service pack but as it's the same build number so it won't allow the install. When installing a newer build such as the latest
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
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
[SOLVED] Service Request Approver has no access
I have a few forms that require approval from people throughout our departments. For these select people I will go to their User profile in ServiceDesk and make sure "Service Request Approver" is checked. In the past this was enough to allow the users to go to ServiceDesk and approve what was needed. We are currently on 11.0 Build 11007. When this problem started we were on 10.5 Build 10513. The only way for me to fix it now is to go to the users profile and allow them to see ALL request. But I did
ServiceDesk Development Environment
Wondering if anyone is using a SDP dev environment. If so, is there a configuration file(s) that I can copy over from my production environment as I do not want to recreated my rules, groups etc. We learned a valuable lesson this week when the service pack update brought us down for a day and a half. All of which would have been avoided if we would have tested in Dev. Thanks for your help!
Setup Service Desk with MS Graph Incoming/Outgoing Mail
Does anyone have step by step instructions on how to setup Service Desk with Graph? We are migrating to Exchange online and need to reconfigure our system to pull the email from exchange online mailbox via Graph.
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
Managing Out-of-Office (OOO) Emails
Managing automated out-of-office (OOO) emails is always a common challenge as it can lead to unintended updates and notifications which may hinder the seamless progression of request process and workflows. Therefore, a well-defined approach to managing
SSO requiring a click to logon
After updating to 15.260 SSO with Entra ID doesn't happen automatically, but the users HAVE to click the button to logon. Anyone else experiencing this?
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!
CAB Members Ordering Not Possible in ServiceDesk Plus
I have created a CAB Approval Core Team with a few members; however, the approval order cannot be modified, and reordering is not possible. Could you please clarify how the member ordering works? I believe this may not be based on alphabetical order.
[DidYouKnow - 51] 2FA for Sensitive Operations
Not only in ITSM applications, but in any enterprise application, Two-Factor Authentication (2FA) for sensitive operations helps prevent unauthorized actions, even if user credentials are compromised. While routine activities may not require additional
Migration from ServiceDesk Plus to ServiceDesk Plus MSP – is it possible?
Hi everyone, I’m hoping someone here might have experience with this. I initially started out using ManageEngine ServiceDesk Plus, but have recently realized that I probably should have been using ServiceDesk Plus MSP instead. We’ve been running ServiceDesk
Microsoft Intune MAM in ServiceDesk Plus mobile apps
Hello all, We are pleased to announce that Microsoft Intune MAM (Mobile Application Management) has been integrated into the ServiceDesk Plus mobile apps. With Intune MAM integration, organizations can securely manage access to the ServiceDesk Plus mobile
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,
Masterclass 2026 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the fifth episode of Masterclass 2026 will be an ask me anything (AMA). This is your chance to speak directly with our ServiceDesk Plus product experts and get live answers to your questions, whether they are
Linking accross groups
hi Is it possible to link two tickets from two different groups? group a owns one ticket group b own a different ticket. Is there any way to link them? I thought sharing would make that possible it does not.
Request to Generate SQL Report on Incident associated to Problem
Dear All, I would like to generate a SQL Query Report with below columns: a) Request ID b) Incident Impact c) Incident Urgency d) Incident Priority e) Incident Status f) Associated Problem ID g) Is Problem a Known Error? (Yes/No)
Mock practice scenarios online
Hi Everyone, I am planning to take the MECPA (Beginner) certification and would like to strengthen my practical knowledge of ServiceDesk Plus before appearing for the exam. Could anyone please suggest where I can find mock scenarios, hands-on exercises,
Phone support issues - again
Not sure what has happened to phone support. But it used to be if you had an issue you could call support and a technician would answer and provide you with support. Now you get placed in a long queue where no one answers and then sent to VM. Chat doesn't
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
Script to include an address when a site is selected.
Below is an example of the script I am trying to run. I can make it run when a ticket is edited after creation. But I need it to work when a ticket is created initially. The site field has a default entry of 'not associated to any site' when starting
Update to SDP 15260 failed
Hello second problem for me. In first last month with SDP update 15250 KO and now with the new update 15260 but with an other problem. I configured my UpdMgr.bat with value "-DSkipForcedBackUp_15260=true" And i launch the script run as admin, after select
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