Request Reply icon not good
Hi Just updated till 14970 and I have got bad complaints from my support team about the new reply icon on requests. The number is way to big, it hide the envelope and the new conversation counter is very bad. Ok, I see that there is 2 conversations above
Unmerge tickets in SDP and revert tickets to original job numbers
Hi there. Once of our technicians has accidentally merged a few tickets in SDP 9314. Is there a way to "unmerge" these tickets and assign their original ticket numbers, notes, follow up emails etc? I realise there is the 'split as new' option but that isn't appropriate in this instance and I want to make sure that the original data is preserved as it was entered. I've looked through the forums and I don't really see an answer for this, I do note that people have been asking for this option for many
Can I delete a conversation within a ticket?
Can I delete a conversation within a ticket?
ServiceDesk Plus 15100 Download
Has anyone been able to update to 15100? I haven't been able to find the servicepack to download and on the webpage it only has 14980 available to download. Would love to be able to update to the current version if someone knows where it's hiding at?
Masterclass 2025: Episode 5 - Ask me anything (AMA) session with the ServiceDesk Plus team [Jun 26]
Hi there, In the fifth episode of Masterclass 2025, we will showcase all the latest features released in ServiceDesk Plus since the beginning of the year, followed by an AMA session where Vishnu Priya Kumaresh, global head of customer success and product
SUPPORT??
Our system is down and we cannot get support - goes to voice mail. No chat, no call back - no support at all. Used to be you could always get support. What has happened? Can we expect this to be remedied or not?
Hide category from requester view
Hi guys, Is it possible to hide categories from the requester view? My IT dept. would like to have som department specific categories which would have no relevance for the normal users of the system. Is this possible? Thanks. /David
Extract data using query
Dear ManageEngine members, I wish to extract data from ManageEngine which will show the number of assigned stock per product for each ticket from a specific date range. Please could someone help with the query? Thank you!
[Blog] AI-Powered ITSM: How it's Redefining IT Operations through Proactive Intelligence
Each day, we witness AI's capability to enhance operations in ways that we could never have imagined just a few years ago—whether it's optimizing or automating. In modern fast-paced digital workplace, the growing volume and complexity of IT tasks are
Ticket closed to reopened
Hello everyone, We encountered this issue on Servicedesk Plus, and I'd like some insight on how we can resolve it, please. On a ticket that's already closed, someone posts a comment, and the system changes the ticket's status to "ticket reopened," even
Solutions Template / Required Fields
Build 14970 We would like to customize the Solutions page like you can do other templates i.e. Incident / Service Request. We specifically want to make these fields required as they are not now. * Solution Owner * Keywords *Expiry Date * Review Date It
upgrade to 14970 fails during readiness pre-cheeck
Updating free version from 14840 to 14970, prior updates to get to 14840 worked fine. Using SQL 2019, running on Windows Server 2019, fully patched, rebooted. 14840 runs fine, am able to login. When selecting the ManageEngine_ServiceDesk_Plus_14970_SP-0.ppm
Why does this custom query only return pending approvals from year 2022?
Hi Everyone, Would like to ask why this custom query only returns 2022 tickets rather than all tickets that has pending approvals? SELECT wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", dpt.DEPTNAME AS "Department", wo.TITLE AS "Subject",
Associating a change to a project is only visible in the change and not in the project
Hi, When editing a change request in the implementation stage and associating it to an existing project, the association gets listed only in the change and not in the project. Is this the expected behavior or is it a bug? Same behavior in bulids 14830,
ServiceDesk Plus 15100 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 15100 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. CMDB Module Enhancements
Criteria used to create new request vs add to conversation
When a new request comes on what is the criteria used to create new request vs add the email to an existing request/conversation?
Column/Field in SDP synced from OP Manager and End Point Central
Please help with the script to fetch COLUMNS/FIELDS being synced from OP Manager and End Point Central to SDP. Need only COLUMN/FIELD names along with the source.
[ForYourInformation -58] Role-Based Access Control (RBAC)
If you care about securing applications, you should never overlook four letters — RBAC (Role-Based Access Control) which is an essential component. To define RBAC, it is a systematic access control approach that grants permissions to roles, which are
Customize Notification Template
Hi, I'm trying to amend our notification rule which a technician receives whenever a request is closed. Currently I have the following - Request [ID:$RequestId] has now been closed. Details of resolution below - Request title : $Title Requester name:
Mailbox is not accessible : "Unknown error occurred.". In the meantime, mails will not be fetched in the mail fetching schedule.
Hello, Our ServiceDesk Plus was working correctly until Friday morning. It then claimed that the Mailbox Authentication was incorrect. I resolved this, but an hour or so later, the system stopped again with the error message:Mailbox is not accessible
End-of-Life (EOL) Announcement for Mobile Apps for Asset Explorer build 6994 and earlier
Dear users, Our team is planning a major revamp of the Asset and CMDB modules which will be introduced in an upcoming Asset Explorer service pack. Also, we will be releasing updated versions of the Asset Explorer mobile apps (v3.0 for iOS and v3.5 for
Notify select technicians on "New reply received"
Hi, I'm looking to add availability to select which technicians are alerted when a response on an existing ticket has been received. Currently, we have a technicians mail distribution group receiving alerts when a new request has been created and when
Query to fetch reports for servers synced from OP Manager
Is there a query or report to fetch server details being synced from OP Manager?
Latest version - Cannot import into Projects?
Hi In testing the latest version (14980) - Noticed the import from XLS into Projects drop down is missing: Has it been moved? I can find no reference to this in the release notes.
Message ID - Turn off matching
Hi Is it possible to turn off the mailbox feature that matches replies via the Email Message ID. We are happy just for email replies to be matched on the ## reference only. Thanks
[SDF-56065] Projects Module - Estimated Hours vs Actual Hours
Hi, the projects module has the functionality to record Estimated Hours as well as Estimated Costs. There is the option to manually fill out the Actual Hours as well as Actual Costs. Is there somewhere a option/action/button to fill out the Actual Hours
Updating to Service Pack 14980 - Space error
I have SD Plus on-prem installed on Win2022. Tried to install Service Pack 14980 today. It advised there wasn't enough disk space (there was 2gb free). Its a virtual server so I added 4gb. Got the same error. When up to 10gb free. Still get the same error.
[SDF-104241] Share request (with other requesters) for users
Hello, maybe I haven't been able to find the right option, so I ask for help: is it possible to enable the possibility to use the "share request" function also to users instead of only to technicians? Thanks in advance for your help.
How to prevent Technicians from approving a Change Request Approval Level?
Hello all, I've been trying to establish a method of approvals for change requests that will function for my company. I have set up an approval level in the workflow for the change request that will seek approvals from the change manager and the CIO and
[DidYouKnow - 47] Live Chat feature
Live chat support has evolved into one of the most essential customer support service channels in today's rapidly evolving digital environment where users/customers expect instant and efficient assistance. In its 2025 analysis, Sprinklr reports that 73%
Tired of ITSM chaos? See how ITOM makes it easy – Free e-book inside!
Hey IT folks, Drowning in alerts, stuck with slow resolutions due to lack of visibility, and battling an outdated CMDB? You're not alone! ITSM can feel like a constant uphill struggle—but it doesn’t have to be that way. That’s where ITOM steps in. It’s
Ubuntu Server Installation
I am installing the free version for SDP evaluation it in a virtual machine with UBUNTU SERVER 22.04.4 LTS and following the sequence of most of the tutorials, there was no detail of the installation but when I run a script to run the ServiceDesk Plus
New field designation on F&FR
Hi, Team, In earlier versions of SDP, the way that additional fields are referred to in F&FR code has changed. Now, they use the API Name instead of the old style (something like TABLENAME_COLUMNNAME, like "WorkOrder_Fields_UDF_CHAR13"). While there are
Sorting Single Lines fields in request list view
Hello, I can see that following build release 14900, sorting single line fields has been removed from the request list view. This was a very useful albeit basic feature however and our users process requests based on one of these custom fields. For example,
Task Notifications - exclude one technician
Hi I had a request that one technician be excluded from: Email the group associates when a Task is assigned to a group. So that everyone else in the support receives the task assignment notification - except for one technician. Is there a way to exclude
Unable to change from Calendar view to Table view
Your Version: 14.9 Build 14960 Something has happened and I can't switch back from Calendar view to Table view Nothing happens when I click the leftmost icon pictured above. I've cleared my cache, I've reloaded, I've logged out. Nothing seems to help.
Refer field for user lookup
Hi, I've been experimenting with refer fields for user lookup for different templates and have run into an issue. We have a fairly large user database (10000+ users) so there are several users with the same first and last name. Do you have any suggestions
Setting up Dynamic Throttle Limit
Enabling rate limiting for an application or specific endpoints serves as a fundamental defense mechanism against Denial of Service (DoS) attacks by regulating request frequency and preserving system resources. Although it may not fully prevent more sophisticated
Issue updating to 14205 (apply DB level change - error and uninstall at 60%)
Hello, While attempting to update from version 13.0 Build 13009 to 14205 during the database-level change step, the upgrade process halts and fails at around 60% completion. Could you please help me to sort this issue ? The update log file is attached
Worklog Enhancements
Dear users, We are happy to announce that several highly requested and long-awaited enhancements for the Worklog entity are forthcoming. Here are the screenshots provided below to illustrate these features. Here are the screenshots provided below to illustrate
Next Page