ServiceDesk Plus v16 Build 16000 Released
We are happy to announce that ServiceDesk Plus v16 Build 16000 which includes several major features and enhancements has been released. You can download the service pack using the link below. https://www.manageengine.com/products/service-desk/on-premises/service-packs.html
[SDF - 66538]How to include mail_Im_responding_to_timestamp in a request reply?
If I reply to a mail in a conversation under a request, my template for the reply doesn't include the timestamp of the mail I am responding to. I would like the timestamp to be included. Is that possible? Example: In a request I have a conversation going with servicedesk@company.com.about a problem they are to correct. They have sent an email to the request on 2019-02-22 12:30 with the message "Will be fixed shortly. Just hold on!". Now, over a week later, they still haven't solved the problem and
Include timestamp of previous response when replying
Hi, A lot of times we send e-mails to external parties requesting for an update but we have to add the timestamp manually of the previous interaction. It will be great to have the ability to automatically include the timestamp when we click 'Reply'
Assigning Technician to Request
Good day! Does anybody know if its possible to remove the "Standort" (in English: location) Field from Technician Assignment? Thanks in advance!
Take a date from description and set it to Schedule Status Change date?
Hi! Is it possible (and if so how?) to take a date from Description (2026-10-13) for instance and set that to Schedule Status Change (the same date where you set when a request should be reopened from a status? Also, is it possible to read the Schedule
Change suggested (grey text) in a decimal additional field
I have added an additional decimal field to a Service Category template. This is for working hours to be represented in decimal (18 hours 30mins = 18.5 hours). When I view the field in the template there is auto text in the box that says "e.g. 123.00".
Sanitizing Incoming Links in ServiceDesk Plus
Dear ManageEngine Support Team, We are currently using ServiceDesk Plus version 15.2. As part of our security enhancement efforts, we have identified a need to automatically sanitize (neutralize) hyperlinks that come from end‑users in incoming tickets,
SDPOutlookAddIn.jsp
Hi support Request the Outlook Add-in JSP Integration Patch Package for Build 10513.
Expanded AI Platform Support
We're excited to bring expanded AI platform support to ServiceDesk Plus. Along with ChatGPT and Azure OpenAI, you can now configure AI platforms such as Google AI, DeepSeek, SiliconFlow and Local LLM to power the following additional capabilities: Sentiment
Script the only way home?
Hi So I have the b rule as you can see below that updates 'Alert Type' if it is in the description. Works fine, but my issue is that I have 43 alert types. Using this method I would have to create 43 new b rules one for each. Plus I have other fields
Remove Scanned Software from retired assets
Hello, we have 700 assets which are retired and I'm looking for a simple way to remove all software items which were scanned by the uems agent and which are assigned to these retired assets. ServiceDesk Plus On-Premise 14950 Regards Michael
Wrong automatic assigning of mails to requests
Dear support, we have a weird issue where in some rare cases mails get added to the wrong request. We are running ServiceDeskPlus version 14306. The mails are correctly fetched from the mailbox but added to the wrong request. The mails don't have a request-number
SDP iOS App - Asset
Hi all, question regarding the iOS SD+ App: When I open the Assets tab -> All Assets, I can choose the following filter for assets I want to look up: Could you please tell me, to which field does the "Serial number" here map? I tried looking up for both
Tiered Dropdowns
Is there a way to create tiered dropdowns that function like the Category, subcategory, and item?
User Survey Enhancements
We are happy to share that a few enhancements for the Survey module is coming on your way. These enhacements make survey module more flexible and effective with the latest enhancements in ServiceDesk Plus. You can now resend surveys for requests when
Hide System Notifications from Requesters
Is there a way to hide the System Notifications for requesters? Sometimes too much information is overwhelming to the end user. It can be hidden for the Technician side but shows everything on the Requester side, which does make for a bit of a mess. Requester:
Change List View Revamp
Hello all, We are happy to share that the Changes List View Revamp will be available in an upcoming major release. This enhancement will make it easier for users to view and track changes that are relevant to their roles. Currently, users can create custom
Share Your Best ServiceDesk Plus Automation
Automation can take a lot of repetitive work off an IT team's plate from assigning tickets and managing approvals to handling onboarding and SLA related tasks. We would love to hear from the ServiceDesk Plus community, which automation has made the biggest
Notification Rules
Good morning, I am curious, as many of my questions and requests of late are in trying to clean up what the users see, I have another one. When "Acknowledge requester by e-mail when the request is updated." is enabled the user gets a notification each
Trouble with MS font
Hi Trying to import the MS font SegoeUI. I download it from windows and attempt to install it in SDP and get: I see there is a note that it is okay to Windows fonts but I don't see I can.
Service Desk - Error Mail count
Hello, I had previously created a ticket regarding this error and we were told to keep an eye on it if it happened again, we have seen that now there are 2 errors in mail fetched. What could be causing this and how can we solve it? The previous ticket
Error Folder
Hi I am trying to setup the incoming mail folder for errors - but get this message: Tried creating a shared folder with the SDP service account with read/write perms. Tried use local folder, etc..nothing seems to work. ver 14205 and MSGRAPH.
Admin Password reset failed
Hey guys, having trouble with my on-premise ServiceDesk. We're currently on 14.8, and after emailing support, I was instructed to post here for assistance. I was unable to login using my normal password with the admin account, which is the only privileged
Request an API to retrieve specific Asset attributes
Dear All, I would like to request an API to retrieve specific Asset attributes, as listed below: a) Product Type b) Product Name c) Asset Name d) Service Tag e) Asset State f) User Additionally, we would like to have filters in the API to retrieve only
SDP - Solutions, User Groups & Techs
Hi, I am trying to seperate my Solutions so that only certain techs can see certain Solutions. For example, I have my technicians divided into 3 seperate tiers: Tier 1 Tier 2 Tier 3 I've tried creating a User Group, and adding my technicians to the appropriate User Group, but for some reason, as a technician, they are still able to see all Solutions at all times. However, I have tested similar functionality with users not assigned a technician role, and I am able to seperate solutions for them
Introducing Support Group based Solution Association
One long-awaited feature in ServiceDesk Plus is the ability to associate Solution articles with relevant support groups. This ensures that technicians have quick access to the knowledge they need to handle the issues assigned to them. It helps reduce
[DidYouKnow - 53] Tuple Limit in ServiceDesk Plus
In ServiceDesk Plus, the tuple limit can be understood as a control over the number of records stored or operation can process or retrieve at a time. This is particularly useful in an environment where large volumes of incidents, service requests, changes,
Error: Tuple limit exceeded
I keep getting this error when trying to attach a document on a ticket
Localized currency formatting (thousands separators) on Purchase Orders
Hi team, Could we request a fix/enhancement for the currency display on Purchase Orders? Right now, large amounts don't include thousands separators (for example, showing 1999999.00 instead of $1,999,999.00). This makes high-value import orders hard to
Date format - changed somehow.
Hi I have no idea why this happened we recently changed domains..? Anyway my date format is no changed it used to be: 09/05/2026 Now it shows everywhere in SDP as 05/09/2026 I checked in portal settings: and that looks like the correct (M/D/YYYY) but
Show or hide a landing page panel based on User Group
Is there a way to show/hide a panel on the landing page? Senario I have a page set up using the advanced self service portal customization. I created a "quick Links" section which is basically panels containing a sub panel with an image and text stacked,
Request Auto-Close not working
Hi, Team, A customer of mine has several tickets in "Resolved" status, although they have configured automatic closure after 5 days in the “Closure Rules” Settings. All templates are associated with a Request Life Cycle, and there are no rules on the
Presentation of benefits of the CMDB
Does anyone have a presentation of the CMDB module in SD+ showing what makes up the CMDB, how business services are made up and the relationships between other CIs
Redirected email do not trigger closed ticket to reopen
Hi, Many of the emails our servicedesk processes, are redirected from another mailbox. This works fine for creating new tickets from mail, or for adding replies to tickets. Unfortunately, these redirected emails do not trigger tickets to reopen when closed.
Unable to append New Line/Line Break in the description while sending Notification via API Endpoint
Unable to append New Line/Line Break in the description while sending Notification via API Endpoint
We are unable to append New Line/Line Break in the description while sending the Notification via API Endpoint
We are unable to append New Line/Line Break in the description while sending the Notification via API Endpoint
Dashboard Access
Hi I have my CTO that does not see the same list of dashboards that I see. I would like for him to see all the dashboards. He is a member of the support groups but still cannot see all the dashboards. How can I give him access to all the dashboards?
Description Formatting
Hi I would like to update the description field with this: CALLER INFORMATION: Caller Name: Practice Name: Tax ID (If Applicable): Phone Number: Email Address: Summary of Call/Issue: Post-Call Questions: Do I need to send any paperwork to the Provider?
absent worklog/tasks tabs in request detail view from My Summary widget
It there a way to show tabs for Worklogs and Tasks in request details opened from requests list view from technicians widget "My summary"? Missing tabs prevent requests from closing from this view, when workflow options is mandate - "Associated tasks
Change events stop working on select2 referFields after applying 15,320 upgrade
Hi, Team, I’ve implemented a rule that controls several fields, three of which use lookup functionality through referFields, using a Custom Configuration Module API for value selection. The values of these three fields depend on one another, and populating
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