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
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
error servicedesk & analytics plus
Which files should I check for the cause of the synchronization error?
Quick question on version updating
Hi I will be updating our production SDP version this weekend from version 14105 to version 14205. This is so we can switch to MS Graph. I noticed in the update directions it said to download and install this cert? I don't need/use my existing cert? I
Require Field When FR/SLA Violated?
We are looking to add fields that allow the technician to enter why a request's FR time was violated or why a request's SLA was violated. We only want the fields to appear if violation has occurred. I am struggling to figure out how I can get this to
Add undo to text tools
Adding an undo to the text tools would be really nice.
API Integration Key enhancements
Dear all, We are happy to share another set of features and enhancements for integration key which has been planned for the release. As you may already know, the integration key is primarily used as an API key to allow external applications or custom
Building Flexible Access Control for Collaborative Ticket Management
Use Case: Cross-Scope Ticket Access for Non-Technician Users (Requesters). A user requires visibility and controlled access to tickets that fall outside his access scope in ServiceDesk Plus. Scenario: An HR user (non-technician) needs the ability to access
CMDB Business Service Not Showing in “Connect Service” & Inactive/Deleted IT Services Still Visible
Hi, I’m facing two issues in ServiceDesk Plus CMDB: When I create a Business Service in CMDB and try to link it from Asset (e.g., a server) via Add Relationship → Connect Service, the Business Service does not appear in the list. However, IT Services
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?
Restrict reopening cancelled requests
In general, restricting end users (requesters) from reopening cancelled requests is considered a best practice. Since a cancelled request represents one that was intentionally cancelled or terminated and allowing it to be reopened can impact workflow
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.
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