Unable to assign a department to a site
Unable to assign a department to a site since I have updated SDP to v. 1530. Same when adding a department or editing it when added. Site field is disabled (grey).
How to Allow Requestor to select/change Site when he or she is submitting Incident/Service Request Form
Dear Community, I am currently Evaluating Manage Engine Service Desk Plus. I have already created Business Rule which will assign Ticket to a certain Technician based on a certain Site. The thing is that I want to allow users to be able to select their
Any way to remove description text on a 'click in' event?
Hi Can't seem to be able to make this work. Maybe there is a way? We would like to have the verbiage you see below in the description box, when the form loads and the requester scrolls down the form. Like this : I know we can add it here (red arrow) but
Unmerge - Feature Request
Hi Every now and then I have a technician merge a request they should not have. This is really deadly as once someone merges two requests the secondary request is gone - forever. No way to get it in SDP, no way to get it from Exchange . It's just gone.
New Integration: See how Log360 Security Intelligence Elevates Your ServiceDesk Plus Workflows
Often, the first sign of a security event hits the IT help desk—but without full context. This integration provides the missing link, synchronizing real-time SIEM security intelligence directly into your ITSM workflows. Join us for an exclusive session
Outgoing mail reauthentication required periodically
Dear ManageEngine Support Team, We have recently experienced an issue where email replies in tickets suddenly stopped. Upon investigation, we found that the ServiceDesk mail account required reauthentication. Could you please clarify: What is the maximum
Creating a Duplicate Request Automatically
Dear All, Is it possible to Create a Duplicate request automatically if a specific option is selected from a drop-down list which also gets assigned to a different support group member? Regards, Wajahath Farooq
Track Technician and Requester Replies for ticket life cycle - possible?
Hi All - In addition to First Response SLA, my firm also wants to track Technician replies during the ticket life cycle to confirm if each reply abides by the SLA as well. Is there a way in MSSQL to track that detail? Does the SDP database capture incremental
How to download all Attachments for a single site?
Hello - Is there a way to download all attachments by Request ID? We have a client that is departing need to provide them all ticket detail, including attachments, as part of offboarding. Thank you.
How to Mandate "SLA Violation Reason" Field before closing the ticket? We don't want to use request closure option as it becomes mandatory for all tickets.
How to Mandate "SLA Violation Reason" Field before closing the ticket? We don't want to use request closure option as it becomes mandatory for all tickets.
Increased RAM on the server under the PostgresSQL database
We increased the amount of RAM on the SDP server to 20 GB, before that it was 16, which needs to be done in PostgresSQL so that the database does not go crazy. Mail messages from SDP have started to be duplicated. The approval of the application status
How to add email forward for a every reply request
I would like to add an email address automatically for each reply. Is this possible? SDP ver 14.6 Build 14600
On Behalf of doesn't show distinction between users with the same name
SDP 15140 Which one of these is the correct user? I'm unable to tell unless I try them both. It's even worse for more common names Hoovering over the names doesn't show their e-mail or departments. At least their departments should be listed here for
Deleted Tasks
Where do deleted tasks go? IS there a report or query I can user to view/find them?
How to update/modify the Subject line in ticket responses
Hi All - Is there a way to access the subject line from within the conversations within a ticket? I know how to access and edit the Subject line of the ticket itself. However, I would like to be able to modify the subject of the ticket responses. Is this
Error Please fill the mandatory fields
Though user (or technician) fill all of the mandatory fields and try to submit a request, the error appear This error happen to all of templates and our workaround now is just to refresh the page, open the browser in incognito mode, etc. The error is
Masterclass 2025: Episode 10 - Ask me anything (AMA) session with the ServiceDesk Plus team [Nov 20]
Hi there, In the tenth and final episode of Masterclass 2025, we will showcase all the latest features released in ServiceDesk Plus in the last six months, followed by an AMA session where our experts will answer your queries. For the AMA session, our
Automation to update the Requester
I'm looking for an automated solution, either through business rules or a custom script, to change the requester on incoming requests. Currently, notifications from an external source trigger a list of our business rules. The desired requester is the
How to hide status option
Hello , Is there a way to hide certain status from modules or users. We have a lot of statusses, and when creating a task is display`s all . Can i filter out certain one`s?
Print Preview formatting
Hi, This is not something that i have noticed before but i have gone to print to PDF of one of the requests for audit and the formatting of the print preview is all wrong, its wider than the paper. Half the ticket information is not visible in portrait
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
Auto Response on a reply to a closed ticket
Hi, Is it possible for SDP to autorespond to any Requesters who respond to a closed ticket saying something along the lines of "This ticket has already been closed. Your response will not be monitored. Please open a new ticket for assistance" Regards,
Button to launch URL - from incident catalog
Is there a way to add a button to launch a web page (URL) to a template? Or maybe from the incident catalog?
Multiple Email Domain for Reply
Hi all, It is possible to have multiple email domains configured in ServiceDesk Plus for the Technicians reply to users/requesters? For example, that some technicians reply from "tech@domain-1.com" and others from "tech2@domain-2.com", because in servicedesk
Exporting Requests to PDF
I want to export my request to PDF so I can print them and show them to my manger.
Masterclass 2025 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the tenth episode of Masterclass 2025 will be our second Ask Me Anything (AMA) episode of the year. This is your chance to speak directly with our ServiceDesk Plus product experts and get real-time answers
Any way for technician to access the requester version of the incident catalog?
Hi I have a large incident catalog setup for requesters to submit a request to the help desk teams. This works fine and our requesters can submit a ticket to any one of our various support groups. No issues. But some of these requesters are also technicians
Starting ServiceDesk Plus stuck at 0 percent
Downloaded ServiceDesk Plus Standard for evaluation. Installed Ran the changeDB and figured that out to point at sql Running ManageEngine ServiceDesk icon on the server desktop comes up and sits at 0 percent.
What would happen to the previous tickets if we erase an existing user or technician
We have a question, we are wondering if we were to erase a user or a technician from our ticketing system, would it conflict or cause any errors with any previous tickets opened up by the user or solved by that technician?
Why does Integration-keys use Technician names in History?
When I create a Integration key I set a name for it. Then if I use that Integration key, requests created with that Integration gets Created by whomever is set as "Owned by" in the Integration key view. That just doesn't make any sense. It's the integration
Broken Global Search after upgrading to 14500 ServiceDesk Plus version.
Hello, After upgrading from 14306 to 14500 ServiceDesk Plus version we've noticed that we cannot search requests with a global search, "Search across" and "Requests" -> "Default search" options do not give any search result. However, option "Requests"
Need to be able to associate Requests with Releases
We do a bit of in-house software development. We currently use the Service Catalog to track custom software changes. When we go to update our software, we create a Change request and associate the requests there. We are really wanting to move to the Releases
Renaming Subject Line
Hello, Looking to get some help with a trigger/function question. We have a voicemail inbox that forwards voicemails to our SDP instance that creates tickets. The tickets end up with a long subject line and I would like to rename the subject line when
Clarification on Removing Disabled Users from User List (Populating only Active Users)
Dear All, We have noticed the following scenario in our environment: When a user is offboarded, his/her account is moved to the Disabled OU in Active Directory. Once the account is in the Disabled OU, the user details are still visible in our Users List
Ghost notification in 15130
For me and a lot of my colleagues a ghost notification has started to appear. When we go into the notifications there isn't one there. Even if we sort by Unread. If we remove or delete all read notifications it disapears for a while and then returns
Read mail metadata
Hi! Is there a way for Servicedesk Plus to read or access mail metadata for requests raised by mail? For example: There is a system that sends automated messages containing project summaries. The system uses a no-reply address for these messages but embed
Database Type
Hi I can see MYSQL is no longer supported in later versions of ServiceDesk and that we should upgrade to the latest version due to security issues. Can anyone tell me how to find out what database type is used. Dan
Problem with the chat section of the software
Hi, when some users, but not all of them, try to use chat, they get an "Internal error" error on the user page.
Survey Expiry
We have a need for surveys to expire after a customizable period. Will this option be included in the upcoming release with Survey Enchancements?
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
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