Is there a connector between Power Automate and Servicedesk Plus On premises?
I just found that there is a connector for Servicedesk Plus Cloud and Power Automate (https://learn.microsoft.com/en-us/connectors/servicedeskpluscloud/,) but, can we use the same for On premises version or how do we achieve this?, We are exploring external
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?
Populate picklist with external data
Hi, I am currently working on building a request workflow that needs some drop-down fields that are going to be populated with data accessed via REST API, I am aware that custom schedules can send API Requests to external services via python or deluge,
Selecting of Approvers
Feature Request: Ability to add approvers to incident templates the same way it is for service catalog templates. Should not have to create individual workflows to accomplish the approval of an incident template based on who the approver would be when
[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
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
Licenses
Hi all, new to SDP, I am looking for a way to find out how many of the client licenses that I have purchased, and have installed currently.
Configure SLA
Hello, We would like to configure the following in the SLA: Major (critical service degraded) • ⏱ Response: 1 hour • ⏱ Resolution: 8 hours / same day Request / Support • ⏱ Response: 24 hours • ⏱ Resolution: 3 to 5 days Has anyone encountered this issue
Allow SDAdmins to sign out users with active sessions
Under security, if we enable " Disable concurrent Login" there is not a way to sign out a user who closes the browser without logging out, browser crashes, computer crashes. The only way to clear so they can login again is to restart the service. Because
How Can we Stop Creation of Child Task if the Parent Task is Canceled through the Request Workflow?
Dear All, Is it possible, through the Request Workflow, that if we have associated three (3) tasks with a Request where each of those tasks is dependent on the other (i.e., Task 2 or Task 3 will not trigger unless the Parent Task is completed), and if
[DidYouKnow - 49] ServiceDesk Plus automatically conducts periodic checks to monitor network and database latency
Staying a step ahead matters, anticipate and act early instead of waiting to respond after the fact. Similarly, in an application, it is critical to identify potential issues and address them early rather than reacting only after problems begin affecting
Two groups same email
Hi Is there a way for the same email to create a ticket to two different groups? For example an email comes into group ABC@email.com - I need the same ticket created to groupABC and groupZZZ. I dont see a way to do that in business rules.
User deletion
When a user (requester or technician) is deleted from the application, how does the application preserve and represent his associated historical data? Specifically: What happens to tickets, tasks, approvals and conversations that were previously linked
Remove Category and Description from reply
When replying to a request, the ServiceDesk automatically adds in: "Category: Description:" How do I stop this from automatically being added?
Email Requester from a Task in an Incident or Service Ticket
I swear we use to be able to email the requester from a task at one point. Example: Ticket technician creates a task for another technician to complete. The Task technician needs to email the requester. If send email from the ticket, the ticket technician
Request Notifications for "Shared With" Technicians
Hi, Is it possible for request notifications (via email) to be sent to any technicians that a ticket is shared with, as well as the ticket owner? Scenario: Technician A is assigned a ticket, but Technician B (in a different support group) has input in
Employee field lookup in Form
I'm working on a Vendor account creation form, and one of the fields that is required is Vendor - Responsible Employee, I would like this to be a lookup value of all the users in ServiceDesk Plus, what is the best way to perform this function? I'm on
Select field for refer lookup fields
Hi, I don't remember which version it came in but I see that we now are able to create additional fields that refer to other tables (Users, Technicians, Vendors etc.) natively in the Additional Fields configuration. I have started to test this in some
Support for Anthropic or MCP server?
Are there plans to add support for Anthropic AI services or an MCP server to allow other AI services to interact with SDP?
Asset Bookings - No Technician Notifications
We were very excited to see the release of the Asset Booking module but we've unfortunately hit an issue right at the start. How can we notify technicians that a new booking request has been submitted? There are some triggers that can be enabled in Notification
Upgrade Failure From 14980 to 15100
Hi Friends, I started the upgrade process and got a pop-up window saying that the upgrade was prevented due to few inconsistencies in the asset module data. See the attached image. How can I fix this problem?
Multiple ServiceDesk instances integrate with single endpoint central
Hi, If I have multiple ServiceDesk instances in same server, that required to integrate with single Endpoint Central. Purpose: aims to manage the assets in different instances in SDP. Is it compatible?
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!
[DidYouKnow - 48] ManageEngine ServiceDesk Plus On-Premise complies with FIPS 140-3
What is FIPS 140-3? FIPS stands for "Federal Information Processing Standard." The version FIPS 140-3 is the latest U.S. standard for validating cryptographic modules used to protect sensitive data and it has four security levels. Level 1: The cryptographic
Importing assets into ManageEngine
I'm fairly new to asset management on manage engine and I am currently trying to import a list of workstations from our current inventory manager. I have the data in csv format, and I manually import it and match up the fields. For each user assigned
Add Date Filter Criteria in Custom Reports
We need to be able to run reports based on date fields less than, greater than, etc. compared to a dynamic date (ex. current date). The Data Filter options does not have Less Than, Greater Than options but Advanced Filter does. Advanced Filter does not
Timesheet Feature
Need true timesheet feature for technicians to track and manage their time for their full workday. Leverage the Worklog entries that pre-populate the timesheet for the day worked. Allow technicians the ability to make direct entries on the timesheet that
Help producing a report
Hi, I need help producing a report similar to the dashboard widget "Request Summary". The report need to show amount of incoming and resolved requests for a specific support group , and any requests with expired SLA. Preferrably with a similar graph
[ForYourInformation -60] Special Operational Hours
Several enhancements were included for Operational hours in build 15200. In addition to these, a long sought feature "Special Operational Hours" was also introduced designed to handle planned periods of reduced team capacity without distorting SLA performance.
Query results not complete
Hi, This query (once received from you) gives results till 2022. Newer requests are not displayed. Can you provide me a new working one? Thank you SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",wo.TITLE "Subject",ti.FIRST_NAME
Allow checklists to associate to a task type
We have a use case that it would be amazing to be able to associate a checklist with a task type. IE: Task to setup a new employee's computer, where the checklist supports the task and be completed before the task can get marked resolved/closed.
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
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
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
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.
Can't retrieve HTML type fields on custom module API (SDP v15.250)
Hi, Team, We have a custom module with an HTML field, which, after upgrading to SDP v15.250, we can't retrieve its values when calling the custom module API. All the other types are present. On version 14.990, we could retrieve all of them. I prefer to
Add attachment to API JSON
Good morning all, I have several "apps" that take some of the thought away from staff members when trying to get us Ticket Information. I would like to add a "Support File" to a generated ticket. I have an app that creates a system snapshot in .zip format
Can we limit users from seeing certain Solution Categories?
Hello, I know we can make solutions public or private to requesters, but end users can still see the admin categories they don't have access to. Is there a way to limit that view? I've seen the discussion on this forum going back over a decade. Than
Stopping and Starting the the SLA clock using another field
Hi New to MSP+ my issue is I need to have a filed where the Request ticket is sent out to an external supplier, when the field is update with a value, this needs to stop the SLA. When the data value is updated with "Supplier Provided Information" The
Stopping the Service Level Agreement Clock Based on an Additional Field
Hi Support In Service Level Agreement I need to stop the clock if a certain field has a certain data value and if the field is change to "Supplier Provided Information" the SLA clock re-starts. Not sure how this can be done in the Service Level Agreement
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