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.
Software license allocation limits
Hi, Team, We have a customer who is having an issue when trying to allocate software licenses. The licenses are from CAL type, and they have 700 licenses to allocate. It happens that they can only allocate up to 500 licenses. It seems to be some limitation.
CMDB Configuration from the Scratch
We are planning to configure the CMDB (Configuration Management Database) from scratch in ServiceDesk Plus. Since we are in the initial stage, we are looking for guidance and best practices for setting up CMDB effectively. As I am new to CMDB, I would
Mandatory Worklog for Closing Task BY GROUP, LIFECYCLE, OR TASK TEMPLATE
Is there a way to make Worklogs mandatory before closing a task for a specific Group or even Task Template? Perhaps adding a Task Lifecycle? Currently there is no Task Lifecycle and Tasks are where we track Worklogs. The issue lies in the fat that Requests
Reminders to Requesters for Unresponded Tickets
Reminders for requesters to respond to on-hold tickets is an important feature in the application as they help prevent tickets from remaining inactive, reduce backlog and accelerate request resolution. By automating follow-ups, they improve help desk
Can Service Desk Pro be run on a Core Server?
Good afternoon, I am working to upgrade all my servers to the latest release of Server 2025. I prefer core for many of my servers as it does not require the GUI related overhead and generally run better. Will servicedesk pro install on a server core,
Exchange Online using Pop or IMAP configuration setup
We are moving to exchange online and would like to use pop or imap to connect exchange online and pull mail to the system. How can this be setup? I know Microsoft Graph is the new way of doing things but we want to hold off on that. Is that even possible
Import Sample Script
Auto-populated customized sample scripts help administrators get started quickly by providing contextual, ready-to-use code tailored to their specific configuration or use case. Instead of writing scripts from scratch, users receive examples that include
ServiceDesk Plus upgrade fails from build 15200
Hello, I've got an issue upgrading from Build 15200 SP3 to any build beyond it. I've tried installing 15200.6 as it's a newer service pack but as it's the same build number so it won't allow the install. When installing a newer build such as the latest
[SOLVED] Service Request Approver has no access
I have a few forms that require approval from people throughout our departments. For these select people I will go to their User profile in ServiceDesk and make sure "Service Request Approver" is checked. In the past this was enough to allow the users to go to ServiceDesk and approve what was needed. We are currently on 11.0 Build 11007. When this problem started we were on 10.5 Build 10513. The only way for me to fix it now is to go to the users profile and allow them to see ALL request. But I did
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!
Setup Service Desk with MS Graph Incoming/Outgoing Mail
Does anyone have step by step instructions on how to setup Service Desk with Graph? We are migrating to Exchange online and need to reconfigure our system to pull the email from exchange online mailbox via Graph.
Managing Out-of-Office (OOO) Emails
Managing automated out-of-office (OOO) emails is always a common challenge as it can lead to unintended updates and notifications which may hinder the seamless progression of request process and workflows. Therefore, a well-defined approach to managing
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?
CAB Members Ordering Not Possible in ServiceDesk Plus
I have created a CAB Approval Core Team with a few members; however, the approval order cannot be modified, and reordering is not possible. Could you please clarify how the member ordering works? I believe this may not be based on alphabetical order.
[DidYouKnow - 51] 2FA for Sensitive Operations
Not only in ITSM applications, but in any enterprise application, Two-Factor Authentication (2FA) for sensitive operations helps prevent unauthorized actions, even if user credentials are compromised. While routine activities may not require additional
Migration from ServiceDesk Plus to ServiceDesk Plus MSP – is it possible?
Hi everyone, I’m hoping someone here might have experience with this. I initially started out using ManageEngine ServiceDesk Plus, but have recently realized that I probably should have been using ServiceDesk Plus MSP instead. We’ve been running ServiceDesk
Microsoft Intune MAM in ServiceDesk Plus mobile apps
Hello all, We are pleased to announce that Microsoft Intune MAM (Mobile Application Management) has been integrated into the ServiceDesk Plus mobile apps. With Intune MAM integration, organizations can securely manage access to the ServiceDesk Plus mobile
Masterclass 2026 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the fifth episode of Masterclass 2026 will be an ask me anything (AMA). This is your chance to speak directly with our ServiceDesk Plus product experts and get live answers to your questions, whether they are
Linking accross groups
hi Is it possible to link two tickets from two different groups? group a owns one ticket group b own a different ticket. Is there any way to link them? I thought sharing would make that possible it does not.
Request to Generate SQL Report on Incident associated to Problem
Dear All, I would like to generate a SQL Query Report with below columns: a) Request ID b) Incident Impact c) Incident Urgency d) Incident Priority e) Incident Status f) Associated Problem ID g) Is Problem a Known Error? (Yes/No)
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