Name Field in request template
Is there any way to duplicate the function of the name field in a request template to look up a person's information? I am creating an off-boarding request, I would like a way, if possible, to look up an employee from the list, and perhaps fill in a few
Report - Tickets older than X time and tickets with no replies
Good afternoon friends, Our COO asked we devise separate reports which will show him two things. 1. Any open/assigned/unassigned tickets which are older than 10 days 2. Any tickets that are open/assigned/unassigned that have no response. I'm fairly certain
Phone support issues - again
Not sure what has happened to phone support. But it used to be if you had an issue you could call support and a technician would answer and provide you with support. Now you get placed in a long queue where no one answers and then sent to VM. Chat doesn't
Recieving an answer from another Service Desk creates a new ticket
Hello, As I mentioned in the title, we have Service Desk plus and another client has implemented it too. The issue we are having is that when they answer though email to the ticket created by us, it ends up creating a new ticket. Not just that but when
Issue with custom function
Hello. I am trying to use a script that changes status when a technician replies to a request. I am using the scripts on this discussion https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-upon-receiving-a-new-reply-11-10-2023#:~:text=Use%20case:,to%20%22On%2DHold%22.
How do I delete all users from Deleted Users?
I've been on a cleaning streak and now I have about 160 000 users in Deleted Users. How do I delete them permanently?
RFC 2045 inline images
Hello! We found a problem when you write an email from SeviceDesk and insert an image into the body, it is not displayed on some mail servers because the Content-ID tag is not enclosed in "< and >" According to RFC 2045, the Content-ID header must be
Please consolidate the Workflow Teams
It feels like the Workflow Teams for Change and Incident are separate, first we had Change Workflows that where better than Life Cycle, now we have Request Workflows that generally are better than the Change Workflows but is lacking in some areas Change
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?
Set Note or Reply as Resolution
Hi, I've done a quick search and haven't seen this elsewhere. I think it would be useful to add a facility to mark a Note or Reply to a Request as the Resolution to the request. This would reduce the amount of double entries for bespoke resolutions that are not yet available as a Solution. Thanks, Rory
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
EWS to Microsoft Graph Configuration - Mail Server Settings
As part of our continued effort to maintain secure and fully supported integrations, we are planning to migrate our ServiceDesk Plus (SDP) mail server configurations from Exchange Web Services (EWS) to Microsoft Graph API. Microsoft has stopped providing
API Integration Key enhancements
Dear all, We are happy to share another set of features and enhancements for integration key which has been planned for the release. As you may already know, the integration key is primarily used as an API key to allow external applications or custom
Add undo to text tools
Adding an undo to the text tools would be really nice.
Mental Health
I went through a really difficult time with my mental health once, and getting support made a huge difference for me. One of the places that helped was amae health los angeles, where professionals actually took the time to listen and guide me toward healthier
Contract Management Enhancements!
ServiceDesk Plus has been upgraded for several years and several versions, but the contract management department is still weak, inefficient, and poor. I would like to propose several enhancements to improve the Contract Management module: * Improved
Add or hide additional fields in tasks
Seems like additional fields have recently been added to tasks, which is great! The problem is that these fields show up on every task, regardless of the task template used. I would like to either add an additional field to a specific task, or hide the
Trigger Python Script From Request Workflow
Hi, I have a python script that I need to run at a specific point in the workflow logic, I know that I can trigger Deluge Scripts as a part of the logic, but I don't know if I can do everything the python script does with Deluge, is there any way I can
Email command shortcuts
Hi, Is there a way to add aliases or shortcuts for the email commands? Eg. Is it possible to have the command: @@OPERATION=AddRequest@@ have an alias of: @@NEW@@
Technician as SDadmin cannot see the admin menu
Hello, We would like to have your help with this issue please, in fact, we have a new technician who joined Servicedesk Plus, the problem is that we have already assigned a role to the SDadmin technician but the technician does not see the admin menu.
Data achieving not achieving some tickets in a closed status
Hi, We have recently turned on data achieving in our instances, however some of our completed tickets are not being archived. Example of a ticket that has not archived. example of a ticket that has archived.
Unable to split conversation replies to a new ticket when the reply is from a technician
Build 15150 Hi, We have thousands of external customers, and sometimes they might (for some strange reasons) decide to reply directly to a technician's email, rather than to the ServiceDesk email. The technician will then forward that reply to our ServiceDesk
Filter Task Statuses?
Hi Is there no way to filter task statuses?
Add tasks to emailed tickets based on subject?
Hello. I am using ManageEngine ServiceDesk Plus 15.2. I know how to add a service request with tasks. I know how to add new tasks. But we have termination tickets that come in as emails instead of as a service request because sometimes we need to fire
Having issue during version update
Hi Team, I am having the below issue during version update from build 13000 to 14204 where the outgoing mail server configured properly. we also try after removing the existing configuration but no luck. Can you please check the below snaps and assist.
Issues with API/Functions
Hi All - We have logic that will change the status back to In Progress when a client replies, and also have logic to auto-close tickets that meat certain criteria. Since we patched up to 15240, we are getting errors with both logic. Auto close error :
Service Desk Plus not syncronizing CMDB - Asset Management
Hello, As I mentioned in the title, the CMDB and the Asset Management is not syncronizing properly, some information such as the user that has the asset is not being updated. What can we do to fix this issue?
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
Error 1024 - Upgrade issue from 15140 to 15200
UpdateManager started in folder ...\ServiceDesk\bin\ After several checks appear the following window
udf fields list is empty
Hi. I want to get a list of additional fields from the requester. But the list is empty. Help with the function code.
Masterclass 2026: Get ready to level up your ServiceDesk Plus expertise
Hello everyone, We are back with the 2026 ServiceDesk Plus Masterclass, our free monthly learning lessons that help you get the most out of your instance. We have reimagined our masterclass series into a flexible on-demand format with new videos releasing
Department Roles based on jobtitle
Hi, Team, it would be nice to configure department roles based on job titles (just as you have on User Groups). This way, you wouldn't need to manage these roles whenever people change their organisational functions. On the other hand, it could be useful
Secure Password Field for Custom Modules
I would like to request the addition of a secure **Password-type field** to the Custom Modules section. In real-world scenarios, as the number of managed services increases, password management becomes increasingly complex. We need a secure and centralized
Notification of Reply to Closed Request when Technician is Unavailable
Hello, We are running SDP OnPrem, build 14970. We use Zia to assist with choosing whether requests are re-opened when a reply is received. This works well to prevent a "thank you" reply from re-opening requests, but often fails to re-open tickets reliably
IFrame for the portal.
Dear colleagues, good afternoon. We need your help setting up an iframe in ManageEngine ServiceDesk Plus. The organization has a portal for users of all kinds of information, the top management wants to make sure that ServiceDesk Plus opens the same way
Variables in Resolution Templates
So, looking up this topic, it looks like this has been something that's been "in the works" for YEARS Any ETA on when we'll have variables available in resolution templates the same way they work in reply templates? This doesn't seem like a big ask to have to wait so long for https://pitstop.manageengine.com/portal/community/topic/variables-in-reply-template https://pitstop.manageengine.com/portal/community/topic/variables-not-available-in-resolution-template
Enforcing a No-Deletion Policy in ManageEngine ServiceDesk
In ManageEngine ServiceDesk, is there a configuration or policy that allows us to disable or hide records (such as requests, assets, users, etc.) instead of permanently deleting them? Our goal is to implement a strict “no-deletion” policy similar to SAP,
How to retrieve approval data via API for a Request?
Hi, I would like to know how we can retrieve the approval data of request approvers using the API. Specifically, I need to get the following information: Approver name Approver ID Approval level Approval status Could you please guide me on which API endpoint
Assign User to Site (without Department)
I am trying to give the users on my instance an association to a site, and while I know I can give users sites through departments, for my use case, most users can't really be said to belong to any definable department (and in most cases such a department
Issue with Startup : Build 15.2 Build 15240
Hi - @Dinesh Bhaskaran I am on the latest version (15240) and having an issue with Startup. The progress never moves past 0% and there is a CMD window that claims to check configuration.lock but I don't even see that on the file system (yes, I'm
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