Request and Incident Access Permission Limitation
HI Team, As far as I know, in ServiceDesk Plus, there is no option to create a custom role with view-only access specifically for either Service Requests or Incidents. If we provide access through a custom role under “Requests,” the permission will be
RecoveryManager Plus rolls out build 6322
Build 6322 is now available with improved stability for Microsoft 365 synchronization. RMP-2046: An older version of Microsoft’s ExchangeOnlineManagement PowerShell module could cause RecoveryManager Plus to restart during Microsoft 365 mailbox and group
CIs and Assets associations after 15.100 update
Hi, Team, Before version 15.100, Assets and CIs behaved as a single, synchronised entity: any modification made to an Asset was automatically reflected in the corresponding CI. This synchronisation also extended to module associations. For example, when
Feature request - Display Name in Default Report Charts
In the default Logon Failures report, the chart currently displays the user's sAMAccountName as the username. For example, an AD account with: sAMAccountName: v12345 Display Name: Nguyen Van A is displayed as v12345 on the chart. We would like to have
Vulnerability Management
Hi, We working with ADSelfservice Plus Our vulnerability Mangenent generate alerts of discoverd vulnerabilities On the server hosted ADselfservice plus is found a uvlnerabilitie indentified as CVE-2022-42889 2 files located in the prograk folder of Manaeengine
Zia and ServiceDesk plus Cloud Teams app have not been working correctly since launch
We have had nothing but problems using Zia since our launch in March, particularly with the ServiceDesk plus Cloud Teams app. The app chat dropped our users into a loop where they had to "add a note" to requests that didn't exist. Then it was returning
On behalf of requester details
Please explain the reasoning behind this setup. If a requester opens a ticket on behalf of another user the request shows the requesters details but gives no information about the on behalf of user needing the support. With the users in the image below,
Change request site at arrival
By default, a request is routed to the requesters site. If an external requester can serve multiple sites, but they are assigned to the default site upon their first request. This causes the following issues: An requester from Site A cann't send a request
SharePoint and SDP
Hi We have on premise SDP and online SharePoint. I would simply like to create a ticket in SDP every time a new item is saved in SP. So it would be from Sharepoint and create a new request in SDP. Does it work in that direction? Is it best to use Zoho
Multi-Organization Management in ServiceDesk Plus – How Important Is It?
As organizations grow, IT teams often support multiple business units, departments or external organizations using the same ITSM platform. Each organization may have its own users, technicians, incidents, service requests, SLAs, workflows, service catalogs
Feature Request: Side-by-Side Comparison View for Resource/Catalog Items in Request Forms
Product area: Requests — Resource selection ("Choose your item" step in request templates) Current behavior: When a request template includes a resource catalog (e.g., a hardware selection step like "Choose a laptop computer model"), each item's details
I need to restrict the reassignment of tickets between support groups in ManageEngine ServiceDesk Plus.
I currently have several technical support groups or divisions, and I need to configure the platform so that technicians can only assign or reassign cases to other technicians within their own group. For example: Technician A belongs to the Applications
Scheduled to reopen "On-Hold" tickets do not reopen
Hello, We've been battling an issue with on-hold scheduler not reopening tickets. ServiceDesk version 15240. Does anyone else seen this issue?
Upgrade Failure From 14980 to 15100
Hi Friends, I started the upgrade process and got a pop-up window saying that the upgrade was prevented due to few inconsistencies in the asset module data. See the attached image. How can I fix this problem?
Allow SDAdmins to sign out users with active sessions
Under security, if we enable " Disable concurrent Login" there is not a way to sign out a user who closes the browser without logging out, browser crashes, computer crashes. The only way to clear so they can login again is to restart the service. Because
CC emails in AssignOwnerNotification
I have the on prem SDP version 15.1 Build 15130 How can I add CC field to the AssignOwnerNotification template
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
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
Asset Bookings - No Technician Notifications
We were very excited to see the release of the Asset Booking module but we've unfortunately hit an issue right at the start. How can we notify technicians that a new booking request has been submitted? There are some triggers that can be enabled in Notification
Licenses
Hi all, new to SDP, I am looking for a way to find out how many of the client licenses that I have purchased, and have installed currently.
Operational Hours Migration Data Inconsistency - 15200
Hello! We're trying to update a test installation and encountered the issue in the screenshot. I tried to write to the specified address, but I did not receive a response. We are using a dedicated MSSQL server. Best regards, Alex
Zia Agents
What is a Zia Agent? To put it simply, a Zia Agent is a mini AI agent within ServiceDesk Plus that can interpret tickets, determine the appropriate response and carry out actions automatically. So, what is the key difference between Zia and Zia Agents?
Request workflow in waiting state
I'm using the request workflow to conditionally create child tickets based on data in the original ticket (for onboarding). Using the fork and join, I'm able to simultaneously create all the child tickets using If block, where Yes creates the child and
Stopping the Service Level Agreement Clock Based on an Additional Field
Hi Support In Service Level Agreement I need to stop the clock if a certain field has a certain data value and if the field is change to "Supplier Provided Information" the SLA clock re-starts. Not sure how this can be done in the Service Level Agreement
Mock practice scenarios online
Hi Everyone, I am planning to take the MECPA (Beginner) certification and would like to strengthen my practical knowledge of ServiceDesk Plus before appearing for the exam. Could anyone please suggest where I can find mock scenarios, hands-on exercises,
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
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.
Sudden issues with SSO
I am suddenly having issues with SSO, was logging in yesterday without any issue what so ever, and this morning I am not getting the following. Any thoughts would be appreciated... If you use incognito, everything goes through the normal process till
ClickHouse monitoring is now available in ManageEngine Applications Manager
Modern businesses depend heavily on analytics from tracking customer behavior, detecting fraud, or powering real-time dashboards. ClickHouse has become a go-to database for these workloads. Its columnar architecture and online analytical processing (OLAP)
Simplify alert management with reusable Notification Profiles
Hi there, Managing notifications across multiple cloud cost and governance checks can become repetitive. Configuring recipients, email content, alert conditions, and reminder settings separately for every check can make it harder to maintain consistent
can we drop a db owner role on the database for the domain authenticated user in sql post installation
Hi Team, as part of internal restriction we need to revoke db owner permissions on the database for the db user. we completed the configuration of the tool . are we good to drop the permissions and grant db reader , db writer on the same account. will
Upcoming enhancements in Maintenance of Task, Problem Closure Rule, Problem Form Rules, Problem Workflow and Revamped System Notification Email Templates in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements in Maintenance of Task, Problem Closure Rule, Closure Rule Violation Handling, Problem Form Rules, Problem Workflow, Microsoft Teams - Conversational Zia Support
Upcoming enhancements in Analytics Integration, Custom Scripts in ServiceDesk Plus Cloud
Dear Users, We’re pleased to share an important announcement about the upcoming enhancements in Analytics Integration, Custom Scripts in ServiceDesk Plus Cloud Below is a brief run-through of the same. Enhancements Analytics Integration Initial integration
Can you create a custom request view that dynamically adjusts to the logged in technician?
My searches say that there should be an "Assigned Technician = Logged in Technician" option in the custom views builder, but it does not exist for me. How can I create a custom view that will show assigned requests of the logged in user, along with other
How do you organise your Service Catalogue?
Hello all I am looking into rebuilding our Service Catalogue for our company to capture better metrics and offer a better experience for end users. I believe I am correct that a typical Service Catalogue will consist of Category, Subcategory, Item which
Certificate automation
With the draw down on certificate validity periods, are there plans to include or support automated certificate renewal?
The ManageEngine User Conference is coming to Stockholm!
Hi there, Calling all IT professionals from across the Nordics for two unforgettable days of learning, networking, and innovation in one of Scandinavia's most beautiful cities. Venue: Hilton Stockholm Slussen Dates: September 10–11, 2026 Just like a traditional
Introducing Zia - Your AI Assistant for Smarter Mobile Device Management
We're excited to announce a powerful new addition to iOS admin app of Mobile Device Manager Plus MSP – Zia, your AI assistant powered by Apple Intelligence. With Zia, get instant answers about your mobile device fleet in a single conversation. Ask anything
Shift Management in ServiceDesk Plus
Shift Management can be especially useful for organizations that operate across multiple shifts, have teams working in different time zones or provide 24×7 support. It can help service desk teams manage technician availability and ensure that incidents
SDP Calendar
I have a support group with two technicians in it. The two technicians use the calendar to record their absences. Is there a way, through automation or a script, to check whether both of them are absent at the same time? If so, how can I retrieve this
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