Approval Actions via Browser Only? Exploring ServiceDesk Pro API Limitations
While ManageEngine ServiceDesk Pro offers a robust REST API, certain approval-related endpoints—such as the following—are not available via the API but can be accessed through the browser: /api/v3/requests/{request_id}/approval_levels/approvals/approver
Zoho CRM -> SDP MSP Integration - Not Working in Recent Months
Issue: We are having an issue with our Zoho CRM -> SDP MSP integration. We are unsure when in stopped working, as it did work in the past, but it appears it may have broken around January of this year (2025). Info: - SDP MSP On-Prem, v. 14.9 Build 14930
Impersonate user for troubleshooting purposes
Is there a way for SDAdmin users to impersonate a user for troubleshooting purposes? Similar to this Service-Now feature: https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/users-and-groups/concept/c_ImpersonateAUser.html
[Masterclass 2025] Episode 2 - Leveraging PSA capabilities in ServiceDesk Plus MSP [July 30]
Hi there, In the second episode of ServiceDesk Plus MSP Masterclass 2025, we will discuss how you can optimize resource availability, track accurate technician efforts, automate billing and invoicing, and improve real-time visibility into service desk
Next major release
Any estimate on when the next major release for SDP MSP will come and if it will it include: CMDB aLL Assets are not ci's To be moved over a new custom module framework, where only business-critical assets and users will be considered CIs. V3 API Create,
ID Reguest change when update the system to version 14.9 Construir 14980
The system had a requirement number ending in 2325 after updating it jumped to 8010001 8010002 how can we restart and continue the previous consecutive number.
Issue Starting Services.
Dear Team, Greetings! Hope this message finds you well! We are currently using the on-premises version of ServiceDesk Plus (Build 14790). We’ve encountered an issue where the ServiceDesk portal services are not starting via the shortcut. At the moment,
ManageEngine ServiceDesk Plus MSP - version 14.9 - Build - 14930 Released
Dear User(s) Greetings for the day. We released ServiceDesk Plus MSP - version 14.9 - Build - 14930. Major enhancements : SDPMSP-24338 : When the application is running, a full backup can be performed via script using the command backupData.bat/sh --online.
Mandate approvers to edit fields in a service request
I'm trying to build a couple of service request templates. I have it like I want it except for one thing. Each template have 4 levels of approval assigned to specific organizational roles. These approvers must be able to edit a specific field in the template
ManageEngine ServiceDesk Plus MSP - version 14.9 - Build - 14920 Released
Dear User(s) Greetings for the day. We released ServiceDesk Plus MSP - version 14.9 - Build - 14920. Major enhancements : SDPMSP-24145 : Non IT Assets count in account details page. SDPMSP-24203 : You can now configure Field and Form Rules (On Field Change)
V14910 - Function "Send Mail" in modul "Print Job Sheet (WorkOrder)" idles not being able to send pdf
Hello all, with MSP V14910 we are able to create PDF-Jobsheets (so chromium screenshot with puppeteer is working) but are not able to use the "Send Mail" Function within the JobSheet. Result is a infinite Export PDF ... popup-window. Send Mail Function
Cannot Update
Good morning, I am having a problem updating the Manage Engine Service Desk program. The currently installed version is 14820, trying to install 14840 the error in the attachment continues to appear. How can I proceed? Thanks a lot in advance.
[Masterclass 2025] Episode 1 - ServiceDesk Plus MSP basics: Getting started [May. 29]
Hi there, We are excited to invite you and your team to the first episode of the ServiceDesk Plus MSP Masterclass 2025 series. In this episode, you will learn how to set up essential configurations, account-specific customizations, and automations to
ServiceDesk Plus MSP - Can assets be moved from one company to another?
The title says it all really. We would like to transfer some assets which have been absorbed from a child company into the parent company but I can see no obvious way of doing it through the GUI. Is that an option or would the asset need to be recreated in the parent company? thanks
problem with Purchase Order
When I write the price of the item in the purchase order, the value is rounded after two numbers after the comma. For example, when writing the price 5.001, it is written as 5 only, or when writing the price 5.006, it becomes 5.01. I want to cancel this
Issue Creating Account via REST API - "Value not provided" Error 400
Dears, I am encountering an issue while attempting to create a new account in our ServiceDesk Plus MSP instance using the REST API. I am making an HTTP POST request to the /api/v3/accounts endpoint via Postman. Authentication via the authtoken header
ChatGPT integration - topic moderation policy?
We’ve integrated our local instance of ServiceDesk Plus MSP with ChatGPT. While the integration is functioning correctly, we would like to restrict the type of questions users can ask the chatbot to only IT-related topics. Theoretically, we understand
Auto Delete of Sync Users Not Working
Greetings! In reference to this article to set up auto deletion of users for users that aren't in AD anymore (https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-11-auto-delete-users-that-no-longer-exist-in-the-active-directory),
Does Field & Form Rules Affect Task Dependencies?
I have set up service request template and associated at least 10 tasks to it. I've also set up the dependency order for each task. I've then added a Field & Form rule that if a condition is true, certain tasks will be drop and not deemed necessary for
Error upgrade from 14960 to 14970
Hi everyone, I have error when upgrade to the last patch version 14970. What can I do? Thank you.
Allow technician to select a Conversation as First Response
Some users will email several people, and CC Servicedesk. If one of the people replies all and the ticket is appended with the reply, the technician should be able to mark the email received to the conversations as the first response, as you can with
How find Master key password for MSSQL?
Hi, In ManageEngine ServiceDesk Plus v14.7, I am trying to migrate the database to MSSQL. During this process, I see "Master Key Password". I successfully connected to MSSQL using the default master key password, but I do not know the password yet. Where
Auto Tag for reopened tickets
Hello everyone, We've recently encountered an issue where reopened tickets are incorrectly going overdue, even after they've been resolved and completed. Our manager suggested creating an automation that automatically tags a ticket with "reopened" whenever
Assets in Request
Dear Support Team, I am writing to report an issue related to asset display in Servicedesk Plus (Bild 14970). The problem is as follows: When an initiator creates a ticket via email, the ticket appears on the portal correctly. However, in the Assets section
REST API for MSP
Dears, I'm in trouble with REST API documentation for MSP version, because link "Developer Space" --> API --> Documentation redirects to standard API which doesn't contain "accounts" endpoint url. I found some other topic that refers to https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html
Convert Postgres SQL to ServiceDesk Query format
I have written the query below and am trying to add as a query report in ServiceDesk Plus. SD does not like to syntax. Can anyone offer help in converting the syntax: SELECT wssys.loggeduser, wssys.WORKSTATIONNAME as Workstation, wshdd.MODELNUMBER as
How to prevent to set real end time of task earlier than now date
Hello, I have the required field marked for the actual task completion date, but it turns out I can select a date back. How do I disable this option? SDP MSP Twoja wersja : 14.9 kompilacja 14920 Ostatnia wersja : 14.9 kompilacja 14920
Assets segregation by Sites
Hello, is it possible that in the next updates, in the asset section, there will be a filter based on branch, because each branch is separate, in my opinion it will be better managed. Thank you for your good program and your excellent support team.
Tabular Report, Excel Export, Date Format not compatible
Hi, When exporting tabular reports the date format is: DD-MM-YYYY This format is not compatible with Excel. IS there a w ay to change the Tabular report to export in an Excel Date friendly format? Thanks
ServiceDesk Graph Collecting Emails and Breaking
Just wanted to check in with everyone—has anyone else experienced ServiceDesk maxing out CPU usage when processing emails with large attachments, and then essentially giving up on processing the message? We've encountered a few situations where a single
SDMSP iphone app updated, won't connect "provide a correct server".
Subject says it all, last night my iPhone app updated and now it won't connect. I've confirmed this with another user who also updated and now can't connect. It asks for the URL to our SDMSP site, but fails with the above error.
Within MSP 14910 export of Reports as PDF idles with Window Export Configuration Checker
Hello, we upgraded from 14610 -> 14840 -> 14910 recently (linux) and discovered issue with exporting Reports/Job sheets/... as PDF. Reports including statistical graphics won't be exported as pdfs, whereas reports including tables will. Our Testsystem
Using Organizational Roles in form rules/scripts
I'd like to do the following but I am running out of ideas. I'd like to validate the requesters organizational role with the aim of showing/hiding fields on the ticket form. For instance, if a requester is a member of the Organizational Role "Line Manager",
How to set auto email for tickets coming in after hours
Hi there, I am wondering if there is a way to set automatic emails to be sent out to people if they reach out to the help desk past a certain hour. So, if a person reached out via email to the helpdesk, they will receive an email right away. Currently,
Send Mail function via Print Job Sheet hangs up
We have upgraded our Service Desk Plus MSP instance from 14610 to 14840 and then from 14840 to 14910. The problem we have now is the following: In Incident Management within a ticket there is an option to click on Print Job Sheet. Our customized template
Can't GET "View all requests" on POSTMAN
I'm struggling to obtain the View All Requests on the API Doc through POSTMAN, however, it works fine on the document itself when I test it. https://support.altiatech.com/SetUpWizard.do?forwardTo=apidoc As you can see here, this syntax works fine, and
[Free e-book] The handbook for MSPs to achieve profitability
Hello folks, We're excited to share with you our latest e-book that focuses on nine critical metrics for MSPs to achieve profitability in challenging economic times. In this e-book, you'll discover metrics that can give you multiple perspectives into
hyperlink removing from incoming requests
Good afternoon Is it possible to automatically remove hyperlinks when creating incoming requests via email in Service Desk Plus MSP? Or converting incoming requests to plain text.
Problema de Algunos usuarios de AD que no se autentifican a ManageEngine
Buen día, Señores Tengo un inconveniente con algunos usuarios de mi AD que no logran autentificarse a la mesa de ayuda, algunos si entran y he verificado que no estén bloqueado, he probado cambiar desde mi AD la clave de dicho usuario para corroborar
Change module- Field and forms rules not working
We have been upgraded to a new version and the Field and Form rules from the Change Template are not longer working. Could you please let me know what are the mininum configuration required for the rules to work? Please assist
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