Microsoft Graph is stop working after i disable login of the account
Microsoft Graph is stop working after i disable login of the account. after re-enable the account , the mail is failed to work. the error "Mailbox is not accessible : "Check authorization details and try again". In the meantime, mails will not be fetched
Multiple approval stages/levels in a Change Control
Hello. Is it possible to have more than one approval level in a Change Control workflow? I can't seem to figure it out one way or the other. Thanks!! Mark Housler
JIRA integration Error: Issue in getting project list form JIRA
Hello, I need to configure JIRA integration. I made all this steps: https://help.servicedeskplus.com/jira-integration But when try to add ticket in JIRA, i am getting the following error: Can you assist me?
Providing access to the application - notification by status
Colleagues, good afternoon. I have a question from a user who is interested in such a feature: In the created application there is a function "Grant access to the application" so he wants the Statuses for this application to come in the same way to them
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
Was the 'reply pop-out' fixed?
Hi, We put off upgrading our SDP version because there was a change that when you clicked 'Reply' it wouldn't appear in a pop-out anymore, and would only be shown within the same window. Was this ever fixed so that the new reply box would still appear
[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
Devs' got it wrong.
Hi. Just updated to version 14202. One of the issues we were hoping was fixed was not being able to use multiple monitors when replying: https://pitstop.manageengine.com/portal/en/community/topic/latest-version-reply-forward-template-now-doesnt-allow
Looking to export email addresses from a Pick List on a ticket
I have created a form for my organization to edit email aliases that requires the user to enter the users to add or remove from a multi-pick list. These are two separate lists but they have the same problem: This pick-list is extremely easy for the Requester
Create automatic task
Hello everyone, We would like to add the following feature. 1/ If a request is assigned to a technician, a default task will be automatically created with a 30-minute delay. 2/ After 30 minutes, if no other tasks are added besides the default task, a
Group By for Query Reports
Is is possible do Group By Query Reports like you can on Custom Reports? I have wrote a Query Report to replace an existing Custom Report for Pending Requests to give more control over how the data is formatted. For example only displaying a portion of
Adding "Service Affected" Field to Problems Module and Related Windows
Hello, I’m looking for guidance on whether it’s possible to add the "Service Affected" field to the Problems module and related windows in ServiceDesk Plus. Specifically, I’d like to include this field in the following areas: Problems List View: In the
Report on Notes
Hello. Could you tell me if there's a way to generate a report to track open tickets that don't have a note? We'd like to create a dashboard that displays tickets transferred from one support line to another without a note added.
MSSQL Help Needed : Technician | Total Tickets | % of First Response Violated | Average Open to Close Time
Hi All - I need help with a SQL query for MSSQL. I need a report that has the following detail, here are the columns: Technician | Total Tickets | % of First Response Violated | Average Open to Close Time | Average Survey Score Is this possible? If so,
Emails between two Service Desks
We have an ICT Service Desk and we have a HR Service Desk. They need to be able to send emails to one another. ICT Service Desk tickets are ##22821## HR Service Desk tickets are ##HR-9696## How can updates be automatically assigned to the correct calls,
Change template request icon after update 15120
After updating to the latest version of servicedesk 15120, I have a problem with changing the incident/service report template icon. When I click the "Change" button, it takes me to the servicedesk home page. Has anyone solved this problem? It appears
Masterclass 2025: Episode 9 - Leveraging GenAI and last-mile automations to improve operational efficiency in ServiceDesk Plus [October 30]
Hi there, In the ninth episode of Masterclass 2025, discover how your enterprise can leverage generative and predictive AI features paired with last-mile customizations to meet your unique service delivery needs. In this episode, we'll walk through: Integrating
Task email notifications by group
Hi I have a new support group that does not want to receive any task notifications. All my other groups want to continue to receive task notifications. Is there way to stop task email notifications by group or subject line or any other way to stop task
Task Not Triggering for Pre-Approved Hardware Offerings
Dear All, We have a Service Template named “Hardware and Accessories Request” which contains fifteen (15) different hardware offerings with radio button selection. A few of these hardware offerings are pre-approved and are provided directly to the requester
How do I remove Zia Parser text?
My notification template does NOT contain anything about this: Why has this been added to all of our outgoing emails? Zia Parser isn't even turned on!
Users can't passed through the survey if they have authorized in the Service desk Plus
After upgrading to version 15.1 build 15130, users cannot complete the survey if they have logged in to Service desk Plus. When the user clicks on the link from the survey mail, he receives the message "The user does not have permission". When user have
Associate automatic task in new request
Hello everyone, I think you're well. Is it possible to associate a default task template with requests generated by a requester on Servicedesk Plus? I've already created the task template, but it needs to be generated or associated automatically when
Unable to Retrieve Fields Associated with a Specific Service Template
Dear All, I am trying to retrieve all the fields associated with a specific Service Template, but I’m unable to get the expected response using the below API input data. Kindly review and let me know if I’m missing any parameters or if there’s an alternate
ServiceDesk Plus and ServiceNow - has anyone done a Pros/Cons & pricing between the two?
Hello - In my business, we are onboarding more and more clients with ServiceNow and are assessing if it's a tool we want to use as well. Clearly, SDP is the cheaper choice, and frankly, does 85% of what we need it to. The integration between ServiceNow
Zia Bot not showing Incident templates
Hi, What config have I missed, under Zia Bot it will show the 'Ask for a resource' but not 'Raise a ticket' even though all incident templates are set to Show Requester. Think I've had this before but I can't remember how it was fixed. Build 15130
create requests 'on behalf of'
It appears this feature is available in SDP Cloud; however, I cannot find any reference to it for on-prem. How do you handle requests submitted by person A, for the purpose of Person B.
Sending notification failed for notifyType : Queue errors
Hi V - 14105. In the system log viewer seeing these errors: Sending notification failed for notifyType : Queue errors. I thought this may be due to a mandatory field not being populated but the only mandatory field is 'subject'. Sending notification failed
Custom Reports for Service Request Resources... When?
Are there any plans to add the ability to customize reports with questions related to Service Request resources?
Internal vs External Report
Hi Is there a way to determine in a report if a request was created by an internal requester vs an external requester? I tried to filter where requester contains '*.ourdomainname' and where requester contains 'ourdomainname' Didn't work.
Workflow Tasks Not Triggering When Requests Are Created via REST API
Dear All, We have observed the following behavior in our ServiceDesk Plus environment: • When a request is created manually through the ServiceDesk Plus portal, all tasks associated with the Service Template workflow are triggered as expected. • However,
Display survey result on request details
Hi, Team, Is it possible to have on the request's right panel something that shows the survey result? This should display the same pop-up window as we can see on the survey reports when selecting the request. Thanks.
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
ServiceDesk Plus - Automatic Request Transfer Between Portals
Hi Everyone! This is a Custom Trigger script for ServiceDesk Plus that automatically transfers requests from Portal A to Portal B in real-time. No manual intervention required! ✨ Features ✅ Automatic Transfer - Instantly sends new requests to Portal B
Test server
We currently have a Registered Version license (Free version that was grandfathered in for many years) for On-Premise SDP. We would like to configure an On-Premise Test SDP server that we can use for testing configuration changes. Can we use the same
CPU Utilization
This weekend, I upgraded SDP from build 15120 to 15130. On the same vm host, we also run the "free" edition of Endpoint Central, which was also upgraded to the latest build. Since completing this Friday night, we saw the ZULU / java.exe app consuming
Auto-Update of Approver when Field Change
Hi, I would like to configure our system so that whenever a specific field in a form is changed, the approver is automatically updated accordingly. Could you please guide me on how to implement this functionality? Any instructions or best practices for
Any way to suppress this warning?
Hi Is there a way to suppress these warnings? template looks fine then the techs select 'bugs or errors' or 'enhancements' and the 'cannot be empty' alerts appear. Any way to turn these off just for this template? if not, not that big deal but if there
Stand Alone Tasks
Hi Is there a way to turn off stand alone task creations? I don't want technicians to be able to create a task that is not part/from a ticket/request.
[SDF-92587] Red envelope - mark manually as read
Hi there, is it possible to mark ticket answers as read, to get rid of the red envelope? Problem: From SDP, we are "talking" to other ticket systems which belong to different service providers. So we really often get automated messages from these
Transferring templates from one Service Catalog to another.
Example: There is a Category of services called "Digit". It has a catalog of services and a template called "CRM". You need to move this "CRM" template to "Business Applications". I looked through everything and turned off the template, but I didn't find
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