Ability to change to a different template for a maintenance item
When I go to edit a maintenance, the template area is grayed out and I'm not seeing a way to change to a different template. Have to delete the maintenance and create another one to select a different template to use. Should be able on edit to also change
Timer Action problem
Hello dear colleagues, Yesterday we upgraded the version from 15100 to 15200, after which new requests stopped being generated via timer action. For example, if we configure a template request to be created one minute after a specific event (using “Create
SLA Recalculation is not accurate when changing status from Resolved to Open when SLA has been edited
Steps to reproduce 1. Create a ticket/request that has assigned SLA so that due by time will be set. 2. Process the ticket/request until it was Resolved. 3. Edit the SLA, like adding escalation for a specific technician. 4. Manually reopen the resolved
Exception during getConnection from pool Exception occurred during get connection from datasource
I encounter the following error while reporting from the program as a query: java.sql.SQLException: java.lang.Exception: Exception during getConnection from pool Exception occurred during get connection from datasource Check logs for details. I don't
Unable to order stuff On Behalf of someone who is a Technician
So in this example John Connor is my boss and he want's to surprise me with a new computer. But he can't add me to the On behalf of because I'm a technician in Servicedesk Plus. But I have the Show technicians in requester list while creating a new request
How to add extra approvers at own approval level?
Currently I have this custom function that runs when specific conditions apply. But the problem is that the Request template is also set to send to $REPORTING_TO$ This means that it will add all three to the same approval stage. How can I add a new stage
Problem to Change Associations
Hi, I can't associate several changes to a problem. Is there a limit to only one change per problem or am I missing something?
[Issue] Error fetching mail via O365 OAuth - "Authentication Failed" despite valid credentials
Hi Team, I am encountering a persistent issue with the Mail Server Settings in ServiceDesk Plus. We are using Office 365 with OAuth authentication, and it has stopped fetching tickets suddenly. Details of the problem: Error Message: "Authentication Failed.
Your trial period has expired. Application has been switched to the free version.
Hi All I moved ServiceDesk to a new host and I'm not sure if I download the wrong license or what happened but now I get this message - Your trial period has expired. Application has been switched to the free version. I've tried requesting a new license
Why Web Design Matters for IT Tools & Support Platforms
Hi everyone! In IT, we often focus on features and performance, but I’ve found that good web design also plays a big role in how effective a tool feels. Whether it’s an admin console, a help portal, or a community forum like this one, clear design makes
Add button to the login screen
I am trying to add a "Remote Assist" button to my login page. It seemed pretty strait forward, writing the HTML and CSS into the "Customize Login Page" It showed in the preview and worked from the preview when I clicked it. But when I would save and publish,
FAFR on custom field
Hey, Just wanted to ask if there's an option to create fafr rule that will check a specific field in service template. Example: Field1 have value in it: 40000 FAFR will check this Field1 and make an action to send an approval, Field1 > 40000 then send
Update error from 15140 to 15200 postgresql
Hi during update from version 15140 to 15200 (as in topic) I get error. Full output from update process is listed below. Is someone get similar error and know how to resolve issue ? ------------------------------------------------------------- Going to
Update error 4002
Hello, I am getting error 4002 Request Life Cycles in draft. I have checked , but cant find any. Is there a query to find out wich one it should be, or a query to delete drafts?
Can I do a lookup in a field?
Hi Is it possible to do a SQL DB lookup of a value? For example - one of my technicians needs to put it an image ID from another system. What she would like is in the Service Desk template to already display a list of all the image ID numbers, stored
[SDF-72561] API for add dependency to request
Hi, I want to add dependency to request, but I didn't find it. Do you have any document to do it? SDP v11.2.07 DB: MS SQL Thanks for helping
Report to show how many emails each technician has sent today
Hi, Could you please help us with putting together a SQL query report to how many emails each technician has sent today? Build 15150, MSSQL
Unable to set Service Request Template with API?
I have an incoming e-mail that I want to handle, right now we have a custom trigger that waits for the e-mail and runs a powershell script to change values, it's been working fine for several years. Now I'm (for the first time) trying to apply a Service
Field and Form Rules - Consultation
How many rules can be created for 1 template? Are there any restrictions on 1 template according to the rules?
Company Logo
Under Organization Details, I am trying to replace the Acme Helpdesk Image with our own company logo, but every time I try to upload, it gives me the error: You are trying to upload A Non Image format. Kindly Recheck! (BMP Images are not allowed.) I have converted the file to a GIF and have resized to 120 x 40, but still giving same message. Any ideas???? Thanks
Time Zone mismatch error
Hi One of my techs is getting this error. Is there something I can turn off to stop this?
Auto Assign Technician when they reply
Is there a way to auto assign the technician when they reply to a request that is not assigned? or force them to pickup before they reply?
Error 1024 - Upgrade issue from 15140 to 15200
UpdateManager started in folder ...\ServiceDesk\bin\ After several checks appear the following window
Error upgrading 15.200 to 15.220
Hi, Team, I've been upgrading SDP from version 14.990 to version 15.200 in a test environment. After reaching 15.200, when I try to install 15.220, in the pre-install test, I got the following error: This stops the installation process. What can I do
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
Option to add additional fields in the resolution tab.
Sometimes the technician has to add extra information about a ticket solution, for example: affectation time, if the solution was definitive or temporary, etc. Currently the technician has to enter the details tab, go to the ticket properties and add
Upgrade to Servicedesk Plus upgrade to 15200 error code 1024
Anyone getting the below when attempting to upgrade from 15130 to 15200
Error Update from 13000 to 14205
Apr 20, 2025 6:48:56 PM [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : Problem during installation of patch {0}org.json.JSONException: Unterminated string at 1000 [character 1001 line 1] at org.json.JSONTokener.syntaxError(JSONTokener.java:507)
Any query/script to logout active session ?
Hi, I am experiencing a certain problem with users who are having problems with the message they receive from ServiceDesk. "There is an active session for this user. Close all active sessions and log in again." After clearing cookies, browser cache, clearing
SDP New Installation - Error While Unpacking
Hi, I've just downloaded the recent installer of ServiceDesk Plus - Prem, one from the main and one from mirror site. The following is my environment: Hyper V client 12 vproc 16GB RAM 200GB disk space Windows Server 2022 - 21H2 Connected to domain. The
Recurring holiday setup in Service Desk Configuration - Holidays
Currently there is no way to specify a recurring holiday that occurs during certain week of the Month and during certain day(s) of the week. Please add enhancement to the recurring holiday definition for future release if not already in the works. Thank
Closure Rule to set Status Canceled not Closed if Ticket is Rejected
URL: https://itservices.abkuwait.com/SetUpWizard.do?forwardTo=closerequestfilter Closure Rules --> Request the last Rule which is set up as below Screenshot. We need to mark the status as 'Canceled' not "Closed" because for us Closed means ticket is successfully
Upgrade to Servicedesk from 15150 to 15200 error MSSQL
Please, help to resolve 19.12.2025 10:48:46 [com.manageengine.servicedesk.updatemgr.util.CommonMigrationUtil] [INFO] : inside migrateCustomAssociations started at 1766130526652 19.12.2025 10:48:46 [com.manageengine.servicedesk.updatemgr.util.CommonMigrationUtil]
Lack of users on auto assign workstations
Hi, Team, I've a customer whose users log in on workstations with their AD username. On ServiceDesk, the integration is with EntraID, which uses userPrincipalName. The userPrincipalName is the primary email, which is the AD username@domain. This happens
Show lines crossing in Request Workflow
In the new Request workflow there isn't a visual indicator to track where lines are crossing. In Change Workflow they are visible
Checklist API
Hi, I want to update configured checklist by API call. I searched in API document and didn't see it. Please add this feature in next release. My Scenario: In SDP ESM, I have an HR instance. In this instance, I configured a service catalog as "Hiring
Disable 'Added via references header.'
Hi, Is there a way to disable emails appending as conversation replies when they don't have the request ID in the email subject? I want to keep the "Added via Request ID in email subject.", but when the request ID is removed from the subject, I want that
ZohoBooks and SDP MSP sync issues
Hi, For some reason the worklogs sync quit working with Zoho books. I have already re-created the SelfClient and updated all the required fields in the other integration section. I have also restarted the application, however the worklogs are not syncing
Asset Audit (Technician-Conducted Audit and User Self-Audit) in ServiceDesk Plus OnPremise
Hello Team ServiceDesk Plus OnPremise, SDP Cloud includes a feature called Asset Audit that enables audit windows to verify the existence of asset information: Technician-Conducted Audit and User Self-Audit. This is the official information from SDP Cloud:
Convert Change Request to Project
We would like the ability to convert a Change Request to a Project. Often items are submitted into change management but are part of a project. It would be easier to convert the submitted change to a project vs copying all the information from the change
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