Dealing with users' Outlook "reactions" to technician replies to requests
If a technician replies to a requester, the requester receives an email. If they reply to it, the reply is received by ServiceDesk and added to the request conversation. But if they just send a reaction in Outlook, eg a thumbs up, ServiceDesk ignores
Planned System Upgrade – Support Team Tools
Dear Customers, We will be upgrading our support system tools over the weekend starting 14th Sept, Sunday 6:00 PM IST to 15th Sept, Monday 4:00 AM IST (5:50 AM – 3:30 PM PDT) including those used for Email, Chat, and Voice support. During this period,
[Live webinar] Are AD misconfigurations your biggest blind spot?
Hello everyone, We’ve been seeing a lot of conversations around how small Active Directory (AD) misconfigurations snowball into full-blown breaches. Things like excessive permissions or hidden privilege chains often slip past even seasoned admins, and
Temporary Response Delay: Weekend Upgrade
Dear Users,
We are currently upgrading our systems over the weekend (Sep 13-14) to serve you better. There may be a temporary delay in responses while the upgradation is in progress.
Thanks ITOM Support Team.
Nested groups for user selection
Hi, I have a problem rolling out a DC user configuration. If I select a (universal) group, which contains other groups in a user configuration (e.g. registry update for HKCU) the configuration is only applied to users within that group. All other users
[Free e-book] How to declutter performance metrics and gain insights through the noise?
Hello there, With reactive ITOps practices creating a deluge of alerts that disrupt the enterprise IT landscape, the need for a proactive approach to sift through alert noise and gain more clarity into IT infrastructure has become paramount. Our latest
Assistance Required: Adding UDF_CHAR1 from UserAdditionalFields into Request Table
Dear All, We have a table named UserAdditionalFields with a column UDF_CHAR1, and we would like to include this column in our Request Table using the Add Formula Column feature. Could you please guide us on how to achieve this? Specifically, we would
Need to update requesters access to view
How can I update hundreds of requesters to allow them to view all requests from their department? I see I can go to each requester/user and add them one at a time: but..how can I update so many requesters?
Map drives for Entra Users
We are moving away from Active Directory joined computers to Entra joined. There are still local file servers which require a mapped drive for applications. Currently the user connects with a VPN and group policies map the drives. Anyone have success
How to change language of an istance
Hi I've 3 istance on a SDP cloud, I've to change the language for all user in one instance. How it is possible?
Query Report for Asset Change History
Dear Support, I need report for asset change history for tracking of Asset Movement, I have report which only displays the first user and assigned date. I need the report for complete asset tracking from first user towards current user. (Ex: 1st assigned,
Information not avaliable on CMDB
Hello, We used to have a workstations' information available in the CMDB, but after the update to the version 15.1 15100 we can't seem to be able to see it. And I don't know if it is related, but I got the following message when opened Service Desk (On-premise)
Masterclass 2025: Episode 8 - Building a comprehensive IT ecosystem by integrating third-party applications with ServiceDesk Plus [September 25]
Hi there, In the eighth episode of Masterclass 2025, learn to integrate ServiceDesk Plus with third-party applications used for IT infrastructure management to enhance your service desk operations. We will showcase how to promote effective communication
Log360 Transforms from SIEM to a Unified Security Platform
Hello everyone, We’re thrilled to share some exciting news about Log360! With the latest release, Log360 has evolved from a SIEM solution into a comprehensive unified security platform that empowers you to address unique yet security requirements. This
Account blocked
Hello, I have a blocked user account, but I can't find this user in the blocked accounts. Why? Sincerely, Eric
Fetching notifications..
Hi I get a white screen when I want to add a new user or edit users And when I refresh the page, the following message is displayed: Fetching notifications..
Rebuild Index
Hello, For some time now, we’ve had to perform frequent index rebuilds on the ServiceDesk database because WorkOrders are not being found through the search functionality. This issue is occurring with increasing frequency. Does anyone have a solution
Patch Tuesday Updates: September 2025
Good day, everyone! Here's a list of the updates released in this month's Patch Tuesday. New OS Security Updates: 42320 - 2025-09 Security Only Quality Update for Windows Server 2008 R2 for x64-based Systems (KB5065510) (CVE-2025-55234) (ESU) 42321 -
Patch Tuesday Updates: September 2025
Good day, everyone! Here's a list of the updates released in this month's Patch Tuesday. New OS Security Updates: 42320 - 2025-09 Security Only Quality Update for Windows Server 2008 R2 for x64-based Systems (KB5065510) (CVE-2025-55234) (ESU) 42321 -
Patch Tuesday Updates: September 2025
Good day, everyone! Here's a list of the updates released in this month's Patch Tuesday. New OS Security Updates: 42320 - 2025-09 Security Only Quality Update for Windows Server 2008 R2 for x64-based Systems (KB5065510) (CVE-2025-55234) (ESU) 42321 -
Why ManageEngine forcing customers to purchase JESPA.jar?
Hi everyone. According to this article ... https://www.manageengine.com/products/self-service-password/help/admin-guide/Admin/sso-settings.html Installation with version's above 6210, need a third party commercial jar library from ioplex (jespa.jar) to
On Premise - Teams Integration
Hi Is it possible to send outage notifications via teams if we enable on premise SDP integration?
Locking Thread
Good going locking all the 16-year-old threads. All you succeeded in doing was bumping them to the top of the pile and burying all of the current ones....
Adding a TAG to a Request via SDP Cloud API
Has anyone been able to do this? Is it even possible? Allen
All User Accounts
Why is it that in "All User Accounts" under reports there is a collum called "Last Logon" but it is unpopulated?
Upcoming enhancements in AI in ServiceDesk Plus Cloud
Dear Users, We are elated to announce the upcoming enhancements in AI in ServiceDesk Plus Cloud.Below is a brief run-through of the same. Generate Resolutions Using GenAI Auto-generate request resolutions based on conversations, technician notes, and
High Availability Setup Error in PAM360 version 8100
I am currently using the following environment: Operating System: Windows Server 2022 Database: Microsoft SQL Server 2022 Standard (x64) PAM360 Version: 8.1.0 During the setup process, I received the following error message: “Unable to connect to master
Failed to send notification in ServiceDesk Plus
Hello everyone, In our tickets, when we try to send replies, we've been getting this error message since this morning: "Failed to send notification in ServiceDesk Plus." We haven't changed anything, but sending replies has become impossible now. Can anyone
Introducing Version 2 APIs in EventLog Analyzer – Enhanced Capabilities & New Endpoints
We’re happy to announce the release of Version 2 APIs for EventLog Analyzer, now available with new endpoints, improved functionality, and expanded use cases. To help users get started faster, we’ve also published ready-to-use Postman collections with
How to Change the ESM Portal header Background Color?
Dear All, How to Change the ESM Portal header Background Color? Our current built of the Application is 14980. Regards, Wajahath Farooq
Supported SQL Versions
I was attempting to upgrade from 14980 to 15120 and was unable to due to MSSQL 2016 being required. Is this the newest version supported? Looking to prevent multiple upgrades to MSSQL.
Increase the size of an attachment that can be uploaded
Currently the maximum size limit to upload shows as 50MB, can this be modified ?
SDPC - Software that is licensed/charged per month
We're trying to figure out how we can easily add in software that is charged on a monthly basis, where the total cost can change based on total usage. We cannot accurately estimate the yearly cost for some platforms.
Netflow and Device is not saving configuration for too long
Hello, We have 2 issue now. First is We did some netflow configuration on our firewall and switch. But it lasts 3 or 4 days. We configured them via snmp. Some are ssh. But somedays later configuration is not there. And we need to configure credentials
Edit threshold for interface
how do i edit the interface discard rate threshold for switch interface ? currently threshold value is set at 1% sample error log "Discards rate for Interface '1/1/18-XXX-XX-AP621' is 1.64%, threshold value for this monitor is 1%."
Remove Logged-in AD account for connection users
Hello, Is it possible to remove or prevent users from using this method of login to resources? I tried to use custom roles, but didn't find the correct permission. Thanks in advance.
Important notice for customers using ServiceDesk Plus integrated with Advanced Analytics
Dear users, As we have introduced several changes and enhancements to the request additional fields in build 14900, customers migrating their ServiceDesk Plus to build 14900 and later with Analytics Plus integration will have their Requests custom fields
Introducing Version 2 APIs in Log360 Cloud – Enhanced Capabilities & New Endpoints
We’re happy to announce the release of Version 2 APIs for Log360 Cloud, now available with new endpoints, improved functionality, and expanded use cases. To help users get started faster, we’ve also published ready-to-use Postman collections with sample
Hide Resource Field from Submitted Ticket
Is there a way to hide a Resource field in the submitted ticket - the ticket the technician will look at? As part of another script to append text to resource questions, I added the highlighted section to try and hide the VM1_cpus Resource field and only
Why is it so HARD TO GET SUPPORT ?
Okay, this is my venting here. I am extremely dissatisfied with the support I receive from Manage Engine's Password Manager Pro application. Support requests I created online mostly go unanswered unless I follow up with a phone call. And even in those cases I get support it takes more than 24 hours. Sometimes it goes totally unanswered. Is this how PMP do business ? I mean, I am not a freeloader. My company pays for the license and the support of this software. And it is critical to our infrastructure
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