Integrating SDP on premise with PRTG
Greetings Dear Community, I Would like to know if it is possible to integrate SDP with PRTG Monitoring tool. To explain further. I would like to implement this configuration, when a monitored device goes down, it automatically creates a ticket in SDP
Latest version - reply / forward template now doesn't allow ...
Hi We upgraded to version 14105. Working fine but my technicians are complaining that the new reply / forward pop up you can no longer be moved: we were previously able to move the reply pop up over to another screen and write our responses while looking/navigating
Integration SDP to Analytic Error | Api Credentials Error occured
Clear resolution if a status changes
Dear team, if there a way that a resolution can be cleared using a business rule if a ticket status changes . ie. from awaiting end user to open I have a default template that we have a standard resolution in and we have a business rule that moves the
[SD-107072, SDF-108469] New Send Notification window in 14102
Hi The new Send Notification window in 14102 is really bad. When I responding to a request. In previous version I could resize window, scroll the request I responding to and move it to other monitor. In 14102 nothing of this is possible. It is stuck at
Font inconsistencies, no global font type and size configuration setting
Hi, Unfortunately we are on the latest version of Service Desk Plus on premises and still noticing a lot of messy font type and size inconsistencies.. For example, even though all notification templates are set to Calibri 11, when requestors create tickets
Error 1013 - schema is inconsistant
Hi Trying to install version 14810 - Stale connections? Anybody else tried this new version yet? Any ideas? or submit a ticket?
Error Update from 13000 to 14205
Apr 20, 2025 6:48:56 PM [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : Problem during installation of patch {0}org.json.JSONException: Unterminated string at 1000 [character 1001 line 1] at org.json.JSONTokener.syntaxError(JSONTokener.java:507)
Software License Tracking
Like many organizations it's easy to get bogged down with tracking assets and licenses. I'd like to see what some of you all are using to track software license usage. We have multiple software types (O365, Adobe, AutoCAD) as examples that each has their
Customize Landing Page in ServiceDesk Plus
Hello all, We are happy to announce the upcoming release of another new feature. While ServiceDesk Plus currently allows administrators to organize tabs based on their preferences, we received frequent requests for a customizable landing page instead
Change Default Focus Field on Incident Template
I have just noticed that for our requesters when they begin to fill out a request the default focus field is always the Subject field, regardless of its location on the incident template. In some cases, there may be many fields further up on the page,
New version 14303 - still broke. Surprise and sadness continues...
Hi Installed the new release 14303 on our dev server today. One of the items listed in the readme was: · SD-99034 : In rich text editor, hitting backspace after adding a line break reverts the font to Roboto. I had big dreams of writing an email to my
Global Rich Text Area Settings
Hello all, We are happy to announce that our team is planning to introduce the Global Rich Text Area Settings feature in an upcoming service pack. This feature ensures a consistent Rich Text Area format across the entire application. As illustrated in
Asset Report with Firmware
Hello, I can see that some of the assets we scan have an entry for firmware, but I can't figure out where that's stored in the database. I have this query report, which pulls everything I need except the firmware. Any idea what I need to add to it? Thanks!
Can't upgrade from 14840 to 14970 -- Signature does not match with any valid certificates
Every time I attempt to upgrade from 14.840 to 14.970 using ManageEngine_ServiceDesk_Plus_14970_SP-0.ppm I get this error I have downloaded the cert here: https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html > Version
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
[SDF-83747] Digital signature when user gets assigned asset
Hello , I am looking for a way get users to digitally sign ( lets name it a contract) when they get a asset assigned. I know this can be done within the template but cannot find out a easy way. Any tips ?
Script to Create Text File
I would like to be able to create a text (specifically Ansible Playbook or YAML file) file from a request. For example, a request is made filling out the Ansible requirements. From that request and using the SDP variables, a YAML file is created and saved
Endpoint Central: free edition installation
Hi, Team, A customer of mine wants the Endpoint Central agents just for inventory purposes on SDP. Can we install the Endpoint Central on a dedicated server or does it need to be installed on the SDP server? Thanks
How to Populate "Product Types", "Product Names" and "Assets" on Request Additional Fields?
Dear All, Is it possible to populate "Product Type" at first selection and it auto. populate its related "Product Names" in second request additional field. Once the Product name is selected, it auto. populate's In-Store "Asset Name" on the third request
[Mastering Analytics Plus 6.0 webinar series] Explore IT’s first decision intelligence platform
Hi there, We are thrilled to kick off the first session of our upcoming five-part webinar series, where we walk through Analytics Plus 6.0—IT’s first-ever decision intelligence platform. While traditional analytics stop at telling you what happened, decision
Alert: Users of 14900 build
Alert on an issue that is present in 14900. Upgrade to this build to be stopped. Dear Users, Prior to build 14900, Additional Fields were stored in tables Workorder_Fields and Workorder_Multi_Fields,ServiceReq_id with values of picklist and multi select
[SD-84669] Focus of window gets lost due to auto save
Hello When we for example write a long reply to a message, the system does an auto save of what we are writing after some time. Every time this happens, the focus of the window gets lost and without clicking again on the window, we can not continue writing.
How to Perform Change Requests Status Action on iOS Mobile App
Is there a way to perform Status Actions for Changes with the iOS Mobile App? I can change the Stage-Status directly but we need to perform the Status Action, so the proper workflow checks are performed. We have several validations throughout our Change
Can you make the figures in a Chart by Summary Type or is it only by count of records?
It looks like the values in the Charts are based on the number of records and not the summary type. Is there a way to get the Summary Type values to be displayed on the Charts? For example, if I create a report based on Time Spent, and I want to Summarize
upgrade to 14970 fails during readiness pre-cheeck
Updating free version from 14840 to 14970, prior updates to get to 14840 worked fine. Using SQL 2019, running on Windows Server 2019, fully patched, rebooted. 14840 runs fine, am able to login. When selecting the ManageEngine_ServiceDesk_Plus_14970_SP-0.ppm
Report Error on Run
Good Day All reports fail with the below error Your Version : 14.9 Build 14970 Database: PGSQL
User Audit Logs
User log audits play a vital role in IT Service Management (ITSM) for several reasons such as security, compliance and effective troubleshooting. They offer a detailed record of user actions, supporting accountability, identifying potential security risks
Schedule Reports issue
Dear Sir, I have set a schedule report. it works good. If the schedule report doesn't have any data, may I set the system don't send mail ? Thanks. Finley
SDP - Change request status on technician or user reply.
Hi, I was wondering, is there a way to automatically change a request status to "User Responded" when a requester adds a note, replies to a message or attaches another file? Also, when technician does the same, I would like the request to change its status automatically to :Awaiting Response" I've tried to use the business rules, but they seem to lack this functionality. Is there any other way around? Thank you, Miron
New Request Timer Action Not Working...
We have over 1500 tickets in our system, with about 200 of them sitting in an "awaiting a reply" custom status. We've made a process change and decided to close tickets in the "awaiting a reply" status for longer than 10 business days. This works for
Technician Forwarding an Email as the Requester
Hi all, In service-desk products I've used before, I've utilised the ability for techs to forward an email request to the system on behalf of another user. For example, the tech receives a direct email with a request from an end-user called Joe Bloggs,
Import SSL Certificate from command line?
I am wondering if it is possible to import an SSL certificate from the command line rather than being forced to use the GUI. This would let me use the "Certify the Web" app to generate a Let's Encrypt certificate and import it to SDP automatically.
wildcard search in servicedesk plus
is there no way to do a wildcard search in SD+? the search is terrible currently... I've tried regex, %, * can't seem to get anything to work.
deleting/changing on behalf of
we frequently receive requests on behalf of users that the request is not for (i.e. my manager said i need so they put on behalf of the manager when the requester is the one that requires the service). I wanted to know if you can look into an enhancement where an SDAdmin can delete or change who the on behalf of user is. We can change the requester but once the on behalf of field is used, it cannot be changed Thanks Judith
How to make Worklog Type required field
Is it possible to set the "Worklog Type" field as "required" in the Worklog entry? Thanks,
Worklog custom field mandatory
Good morning, Is there any way to make a worklog custom field mandatory?
Ability to see screenshots in worklogs
Currently only the user that puts in the worklog or an administrator can see a screenshot that is pasted into a worklog. Is there a way for other technicians to be able to see these screenshots without granting them adminstrator access. I looked at role
Revoke Request life cycle
Hello, I have a RLC where there is a need release the ticket from the Life cycle in a specific situation, and change the template. I saw in another topic that this seems to be a feature in the cloud version of SDP. How can a Technician use the Revoke
Service Desk Crashed
Service desk crashed right after installing the updates from Microsoft for April. When I restart the service, it stops within ten seconds. I have rebooted the server and nothing changed. The following was requested in an email from support: The database
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