Request an API to retrieve specific Asset attributes
Dear All, I would like to request an API to retrieve specific Asset attributes, as listed below: a) Product Type b) Product Name c) Asset Name d) Service Tag e) Asset State f) User Additionally, we would like to have filters in the API to retrieve only
Hide System Notifications from Requesters
Is there a way to hide the System Notifications for requesters? Sometimes too much information is overwhelming to the end user. It can be hidden for the Technician side but shows everything on the Requester side, which does make for a bit of a mess. Requester:
[DidYouKnow - 53] Tuple Limit in ServiceDesk Plus
In ServiceDesk Plus, the tuple limit can be understood as a control over the number of records stored or operation can process or retrieve at a time. This is particularly useful in an environment where large volumes of incidents, service requests, changes,
Error: Tuple limit exceeded
I keep getting this error when trying to attach a document on a ticket
Localized currency formatting (thousands separators) on Purchase Orders
Hi team, Could we request a fix/enhancement for the currency display on Purchase Orders? Right now, large amounts don't include thousands separators (for example, showing 1999999.00 instead of $1,999,999.00). This makes high-value import orders hard to
Tiered Dropdowns
Is there a way to create tiered dropdowns that function like the Category, subcategory, and item?
Date format - changed somehow.
Hi I have no idea why this happened we recently changed domains..? Anyway my date format is no changed it used to be: 09/05/2026 Now it shows everywhere in SDP as 05/09/2026 I checked in portal settings: and that looks like the correct (M/D/YYYY) but
Show or hide a landing page panel based on User Group
Is there a way to show/hide a panel on the landing page? Senario I have a page set up using the advanced self service portal customization. I created a "quick Links" section which is basically panels containing a sub panel with an image and text stacked,
Request Auto-Close not working
Hi, Team, A customer of mine has several tickets in "Resolved" status, although they have configured automatic closure after 5 days in the “Closure Rules” Settings. All templates are associated with a Request Life Cycle, and there are no rules on the
Presentation of benefits of the CMDB
Does anyone have a presentation of the CMDB module in SD+ showing what makes up the CMDB, how business services are made up and the relationships between other CIs
Redirected email do not trigger closed ticket to reopen
Hi, Many of the emails our servicedesk processes, are redirected from another mailbox. This works fine for creating new tickets from mail, or for adding replies to tickets. Unfortunately, these redirected emails do not trigger tickets to reopen when closed.
Unable to append New Line/Line Break in the description while sending Notification via API Endpoint
Unable to append New Line/Line Break in the description while sending Notification via API Endpoint
We are unable to append New Line/Line Break in the description while sending the Notification via API Endpoint
We are unable to append New Line/Line Break in the description while sending the Notification via API Endpoint
Admin Password reset failed
Hey guys, having trouble with my on-premise ServiceDesk. We're currently on 14.8, and after emailing support, I was instructed to post here for assistance. I was unable to login using my normal password with the admin account, which is the only privileged
Dashboard Access
Hi I have my CTO that does not see the same list of dashboards that I see. I would like for him to see all the dashboards. He is a member of the support groups but still cannot see all the dashboards. How can I give him access to all the dashboards?
Description Formatting
Hi I would like to update the description field with this: CALLER INFORMATION: Caller Name: Practice Name: Tax ID (If Applicable): Phone Number: Email Address: Summary of Call/Issue: Post-Call Questions: Do I need to send any paperwork to the Provider?
absent worklog/tasks tabs in request detail view from My Summary widget
It there a way to show tabs for Worklogs and Tasks in request details opened from requests list view from technicians widget "My summary"? Missing tabs prevent requests from closing from this view, when workflow options is mandate - "Associated tasks
Change events stop working on select2 referFields after applying 15,320 upgrade
Hi, Team, I’ve implemented a rule that controls several fields, three of which use lookup functionality through referFields, using a Custom Configuration Module API for value selection. The values of these three fields depend on one another, and populating
[DidYouKnow - 52] If-If and If-Else actions in Business Rules
We would like to understand how our customers are currently using the If-If and If-Else actions available in ServiceDesk Plus Business Rules. A Business Rule condition can already contain multiple criteria using AND/OR. The value of If-If and If-Else
Task group
Hi I would like for the default group to be auto assigned based on the group from the parent request. So if the request is assigned to group ABC and the create a task - I would like the task group to be defaulted to task group ABC also. I see there are
Custom grids - export?
Hi We are changing domains so my technicians will have new SDP accounts. This is testing fine except that many of my techs have custom grids, boxes, etc that of course are no longer there when they log in to SDP using thier new domain (new account). Is
Template restrictions
Is there a way to restrict a user from accessing a template? A way to set up a role or something to prevent some users from accessing a template or specifically allowing such access. I can't seem to find anything in any of the documentation that I have
Private technician email triggering requester notification
We have encountered some unexpected behaviour with technician emails sent from within a request and I'm wondering whether this is expected behaviour or if we're missing a configuration setting. We have the following Notification Rule enabled: “Notify
Default Request Questions
I am curious. I have been working on specialized templates for "requesters" and would prefer they use these stripped-down customized templates. Is there a way to hide the Default from the requester so they cannot use that as I would prefer technicians
Incident Catalog permissions
Hi It appears that in order for a technician to see an item in the incident catalog - they must first be a member of that support group. Is that correct?
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Reports - Last update time
We have noticed that work log entries doesn't update the "Last update time" property on Requests. Is that intended? If so, how do i produce reports that include work log entries as a "Last update time"?
Notification Rules
Good afternoon, I seem to be missing something very simple. To my knowledge when I have added a note and checked the "Show this note to requester." option. The requester got something. Well, I have noticed of late that is not happening, and what is odder
Entra Version
Hi Is it possible to use Entra with version 14205?
Change the text here...
HI Can you tell me in SQL where to update this msgbox system text. We dont want it to say 'servicedesk.blah.net says' we want to put the company name instead of 'servicedesk.....' if possible.
Template and Its approval workFlows
Hi How to create a SQL query to retrieve Service Catalog templates along with their respective approval levels, formatted as shown below. Application Version : 15.1 Build 15130 Service Catalog Template Name Support Group Approval Level Approvor name A
Auto Duplicate
Hi We would like to be able to auto duplicate a request. A request comes in for support group1. If a technician then selects a particular group we would like the request to be auto duplicated to the other group that they selected. How can we get this
Using Links in IT2 Template
I am looking to build a better customer experience using the IT 2 template. I have two links that come built in called Report an issue & Request a Service. Both just take you to the Incident Template screen. Without modifying them to a URL direct link
Changing Domains
HI We will be changing our domain in the next few weeks. Looking for help on the best way to migrate all the users, business rules and anything else that might need an email address change with the new domain. I found this old link: https://pitstop.manageengine.com/portal/en/kb/articles/changing-domain-in-servicedesk-plus
Kanban View
I like the functionality of the Kanban view for seeing each technician, reassigning tickets easily and the like. However, how does one see Unassigned tickets? In that view, if the ticket is not directly assigned to a specific technician it does not display.
Microsoft Booking with Service Desk Pro
Good morning, So I have been messing around with Microsoft Booking and was wondering if there is any way to incorporate it with ServiceDesk Pro? We have ServiceDesk Pro OnPrem and a Business premium version of Office 365. I would love to make users more
On Hold Date
Hi - I was wondering if you could add an option to display the reopen date set on a ticket that has been placed on hold when viewing requests as a technician. I often place tickets on hold so I remember to go back and address an issue later. As I browse
Track Scheduled On-Hold Requests from the Request List
When a request is placed On Hold and a time is scheduled for it to resume or change its status, technicians may need an easy way to see when the request is expected to become active again. Displaying the Scheduled Reopen Time directly in the request list
Request and Incident Access Permission Limitation
HI Team, As far as I know, in ServiceDesk Plus, there is no option to create a custom role with view-only access specifically for either Service Requests or Incidents. If we provide access through a custom role under “Requests,” the permission will be
CIs and Assets associations after 15.100 update
Hi, Team, Before version 15.100, Assets and CIs behaved as a single, synchronised entity: any modification made to an Asset was automatically reflected in the corresponding CI. This synchronisation also extended to module associations. For example, when
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