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
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
Linking accross groups
hi Is it possible to link two tickets from two different groups? group a owns one ticket group b own a different ticket. Is there any way to link them? I thought sharing would make that possible it does not.
Mock practice scenarios online
Hi Everyone, I am planning to take the MECPA (Beginner) certification and would like to strengthen my practical knowledge of ServiceDesk Plus before appearing for the exam. Could anyone please suggest where I can find mock scenarios, hands-on exercises,
MTTR Calculation in SDP
Hi All, I want help on how to calculate the MTTR in SDP. Currently I am not able to see such column or field in the report section. MTTR=Resolution Time−Created Time−Hold Time
Script to include an address when a site is selected.
Below is an example of the script I am trying to run. I can make it run when a ticket is edited after creation. But I need it to work when a ticket is created initially. The site field has a default entry of 'not associated to any site' when starting
Update to SDP 15260 failed
Hello second problem for me. In first last month with SDP update 15250 KO and now with the new update 15260 but with an other problem. I configured my UpdMgr.bat with value "-DSkipForcedBackUp_15260=true" And i launch the script run as admin, after select
Customize this Page Google Authenticator
How Can I Customize this Page Google Authenticator?
Populate Installed Software List for Asset
I'm working on a new workflow for building and installing new computers that are replacing old ones. I'd like to find a way to pull a list of all installed software that is on the current (old) computer so our tech knows what to install on the new computer.
[You're invited] Shield NXG 2026: The Next-Gen Identity & Threat Defense Seminar, Belgium
Hi, ManageEngine is conducting The Next-Gen Identity & Threat Defense Seminar – Shield NXG 2026 in Belgium, and we would like to extend this invitation to you. You’ll get practical insights on identity security, threat detection, SOC operations, and compliance
[You're invited] Shield NXG 2026: The Next-Gen Identity & Threat Defense Seminar, Netherlands
Hello , ManageEngine is conducting The Next-Gen Identity & Threat Defense Seminar – Shield NXG 2026 in Netherlands, and I personally wanted to extend this invitation to you. You’ll get practical insights on identity security, threat detection, SOC operations,
Exclusive Invitation – Shield NxG Circle Series 2026
Hello, As one of our valued customers and trusted partners, we are delighted to invite you to an exclusive gathering as part of the Shield NxG Circle Series 2026. Your continued support and association with ManageEngine have been invaluable to us, and
On Behalf Of User in FAFR?
I don't really know where I've gotten this from but I'm trying to have a variable owner be the request OR on behalf of if that is filled in. But it doesn't seem to work even if I fill in the On Behalf Of. Getting the Value of the Requester returns the
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
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
Need a report with category, subcategory, alert types by support group
Hi Need a report with alert types, category, subcategory by support group. Cant seem to find or make it myself.. I need the report to list all the available cats and sub cats by group but the same as they are on the template This gets me close but needs
API Documentation for On Premesis contains no url for get all subcategories or get all items
API Documentation for On Premesis servicedesk plus contains no url for get all subcategories or get all items. Pressing 'Try Now' button will always result in a pop up with an 'undefined' error.
Is there a way to bulk change the status of solutions?
Need to change the status of several solutions, not seeing a way to do in bulk. Would be nice if have another choice besides delete when selecting many at once.
Stopping the Service Level Agreement Clock Based on an Additional Field
Hi Support In Service Level Agreement I need to stop the clock if a certain field has a certain data value and if the field is change to "Supplier Provided Information" the SLA clock re-starts. Not sure how this can be done in the Service Level Agreement
SDP Request Automations & Timer Actions
Hi all, I would like to create an automation that's triggered when an email is sent and received. I've tried using Notification Rules but it only gives errors: What I'm trying to implement: 1. When a user sends a reply to a request: There's a standard
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?
Tasks in API
How do I mark a task as resolved rather then closed using the API? Closed seems to be the only option in the examples. _closed closes a task and can be used in a pinch, but I would rather set the task to resolved.
Get user information from BBDD - Service Desk
Hello, I’m having a problem with the data in the ServiceDesk tables. Whilst checking the database, I’ve managed to retrieve the old users’ job categories and associated extension numbers, but for new users, I can’t find that information. Can you tell
Request Notifications for "Shared With" Technicians
Hi, Is it possible for request notifications (via email) to be sent to any technicians that a ticket is shared with, as well as the ticket owner? Scenario: Technician A is assigned a ticket, but Technician B (in a different support group) has input in
Support for Anthropic or MCP server?
Are there plans to add support for Anthropic AI services or an MCP server to allow other AI services to interact with SDP?
User deletion
When a user (requester or technician) is deleted from the application, how does the application preserve and represent his associated historical data? Specifically: What happens to tickets, tasks, approvals and conversations that were previously linked
Enable anonymous responses in general surveys to encourage honest feedback
In general, anonymous surveys encourage honest feedback by keeping users identities hidden. When users know their identity is not revealed, they are more likely to share genuine opinions even if they are critical or sensitive. This increases participation
API access for AssetExplorer
Hello, I would like to get a assistance to use the API endpoints to connect and retrieve information regarding AssetExplorer I have tried multiple ways via curl to get a request but none of have succeeded as of now.
Mail Server Incoming error
Hello, We got an email by ServiceDesk saying there was en error while fetching mail. Yet when we try to download the error logs this is all we see. {"message":"No errormail files available to generate zip file","status":"info"} How and what can we do
Page Script table
Could you please tell me which database table Page Scripts are stored in?”
Hola, tengo problemas para hacer la subida de version del ServiceDesk Plus
Hola esto es mi situación: debo hacer la subida de versión. actualmente tengo la Versión 14.2 Construir 14205 y debo subirlo a la: 15.2 Construir 15270. El detalle es que a su vez demo de mover la conexión de la BBDD a otro servidor, intente hacerlo pero
SCCM Integration
Hi We are trying to implement SCCM integration but get the below error after scanning for over 12hrs. The error states check SCCM logs but i am struggling to find the log on our SCCM server, checked all event logs in Event viewer and there is nothing
[SyncRule]|[INFO]|[288]| :: No sync rule is matched for add record under source module : 987
An error occurs when synchronizing ServiceDesk Plus and Analytics Plus. [SyncRule]|[INFO]|[288]| :: No sync rule is matched for add record under source module : 987 How can I fix it? I can't find an element with ID 987 in SMDB.
Add record on Custom Module via API
How I can Add records on Custom Module via API?
Get Tasks via API.
How I Can Get total number of open and closed tasks grouped by owner from ServiceDesk Plus API.? Owner, Open Tasks, Closed Tasks
When adding a Note can we set Show this note to Requester as checked by default?
We want all notes to be public, available on the Portal, by default. When adding a Note how can we set Show this note to Requester as checked by default? Thanks, Mike
SD+ Asset States which do not consume a license
Hello, I am aware that only two default asset states do not consume a license - expired and disposed. These follow a documented process of removal from the organisation. I am trying to account for IT assets that are lost/missing/stolen/unaccounted for,
Change Technician back to Requestor
I am using the free standard edition license with no issues but how do I change someone from a technician back to a requestor only. It does not give me an option to change back to requestor like it did to change a requestor to a technician.
Request workflow in waiting state
I'm using the request workflow to conditionally create child tickets based on data in the original ticket (for onboarding). Using the fork and join, I'm able to simultaneously create all the child tickets using If block, where Yes creates the child and
Add Task Template via API
How I can Add Task Template via API?
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