Postpone intervals
Hi! I'm configuring a new deployment policy for patch management. I want to allow the user to select up to 8 hours as an interval option. Currently, all I'm able to configure is 15 mins, 1 hour or 2 hours. How do I go about enabling the 8 hour optio
Where to find "Customization – Additional Field" in the database
Hi, Does anyone know where I can find the data for “Customization – Additional Field” in the database? Specifically, I’m looking for the name of the table that stores this information. Would like to get the field mapping names. Thanks in advance for your
Secure File Transfer issue for logged-in AD account
I cannot transfer files to the server using the domain user. I have granted the user access for file transfer. In PAM360, I select Secure File Transfer from the Connections section and enter the credentials. After that, I receive this error: 'This can
Shared mailbox user creation
Hello, When a new user needs to be on-boarded, they need to be added to a few shared mailboxes copied from other users in their department. Under Create Single User, we can add users to existing Office365 groups copied from other users but that doesn't
Is there a way to make changes to the default home dashboard tab?
Is there a way to make changes to the default home dashboard tab? When I enter the edit mode, it shows the tab as locked. I would like to change how certain widgets on it display data. Thank you!
User Confirmation timeout
remote control User Confirmation timeout defaults to 30 secs and is greyed out. how can i extend this to a couple minutes
ManageEngine Community Weekend Maintenance: 13–15 Sep 2025
Hi everyone, We wanted to give you a heads-up that ManageEngine Community will undergo scheduled maintenance this weekend. During this period, some community features will be temporarily unavailable, while others will be in read-only mode. Maintenance
SDP Cloud - Additional Fields - Performance impactields
Hi all, I read that with SDP on-premises, there is generally system performance issues if over 105 additional fields overall (including all modules). In SDP Cloud, it has higher limits. QUESTION: Anyone experiencing performance issues in SDP Cloud for
Scheduled maintenance announcement
Dear Customers, We will be migrating our systems to a new data center over the upcoming weekend, on 13 September 2025 and concluding on Sunday, 14 September 2025. During this migration window, our support teams will have limited access to mails and support
ServiceDesk Plus and Microsoft Copilot Agent
Hello, In our company, we want to enhance the end user workdays experience using Microsoft Copilot (Licensed or not with Copilot Chat). For example, the idea would be that if an end user ask for help, search a solution in our Sharepoint Online websites,
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
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