On Hold Date
Hi - I was wondering if you could add an option to display the reopen date set on a ticket that has been placed on hold when viewing requests as a technician. I often place tickets on hold so I remember to go back and address an issue later. As I browse
Request and Incident Access Permission Limitation
HI Team, As far as I know, in ServiceDesk Plus, there is no option to create a custom role with view-only access specifically for either Service Requests or Incidents. If we provide access through a custom role under “Requests,” the permission will be
CIs and Assets associations after 15.100 update
Hi, Team, Before version 15.100, Assets and CIs behaved as a single, synchronised entity: any modification made to an Asset was automatically reflected in the corresponding CI. This synchronisation also extended to module associations. For example, when
SharePoint and SDP
Hi We have on premise SDP and online SharePoint. I would simply like to create a ticket in SDP every time a new item is saved in SP. So it would be from Sharepoint and create a new request in SDP. Does it work in that direction? Is it best to use Zoho
Multi-Organization Management in ServiceDesk Plus – How Important Is It?
As organizations grow, IT teams often support multiple business units, departments or external organizations using the same ITSM platform. Each organization may have its own users, technicians, incidents, service requests, SLAs, workflows, service catalogs
Feature Request: Side-by-Side Comparison View for Resource/Catalog Items in Request Forms
Product area: Requests — Resource selection ("Choose your item" step in request templates) Current behavior: When a request template includes a resource catalog (e.g., a hardware selection step like "Choose a laptop computer model"), each item's details
I need to restrict the reassignment of tickets between support groups in ManageEngine ServiceDesk Plus.
I currently have several technical support groups or divisions, and I need to configure the platform so that technicians can only assign or reassign cases to other technicians within their own group. For example: Technician A belongs to the Applications
Scheduled to reopen "On-Hold" tickets do not reopen
Hello, We've been battling an issue with on-hold scheduler not reopening tickets. ServiceDesk version 15240. Does anyone else seen this issue?
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?
Allow SDAdmins to sign out users with active sessions
Under security, if we enable " Disable concurrent Login" there is not a way to sign out a user who closes the browser without logging out, browser crashes, computer crashes. The only way to clear so they can login again is to restart the service. Because
CC emails in AssignOwnerNotification
I have the on prem SDP version 15.1 Build 15130 How can I add CC field to the AssignOwnerNotification template
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
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
Asset Bookings - No Technician Notifications
We were very excited to see the release of the Asset Booking module but we've unfortunately hit an issue right at the start. How can we notify technicians that a new booking request has been submitted? There are some triggers that can be enabled in Notification
Licenses
Hi all, new to SDP, I am looking for a way to find out how many of the client licenses that I have purchased, and have installed currently.
Operational Hours Migration Data Inconsistency - 15200
Hello! We're trying to update a test installation and encountered the issue in the screenshot. I tried to write to the specified address, but I did not receive a response. We are using a dedicated MSSQL server. Best regards, Alex
Zia Agents
What is a Zia Agent? To put it simply, a Zia Agent is a mini AI agent within ServiceDesk Plus that can interpret tickets, determine the appropriate response and carry out actions automatically. So, what is the key difference between Zia and Zia Agents?
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
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
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,
COMPLETE_V3_JSON_FILE encoding powershell
Hi, I'm developing a Custom Menu option that sends request data to another application using Powershell. I'm wondering what encoding I should use when getting the content of the COMPLETE_V3_JSON_FILE-file. I have tried multiple options available in the
Setup Service Desk with MS Graph Incoming/Outgoing Mail
Does anyone have step by step instructions on how to setup Service Desk with Graph? We are migrating to Exchange online and need to reconfigure our system to pull the email from exchange online mailbox via Graph.
Sudden issues with SSO
I am suddenly having issues with SSO, was logging in yesterday without any issue what so ever, and this morning I am not getting the following. Any thoughts would be appreciated... If you use incognito, everything goes through the normal process till
Microsoft Booking with Service Desk Pro
Good morning, So I have been messing around with Microsoft Booking and was wondering if there is any way to incorporate it with ServiceDesk Pro? We have ServiceDesk Pro OnPrem and a Business premium version of Office 365. I would love to make users more
Shift Management in ServiceDesk Plus
Shift Management can be especially useful for organizations that operate across multiple shifts, have teams working in different time zones or provide 24×7 support. It can help service desk teams manage technician availability and ensure that incidents
SDP Calendar
I have a support group with two technicians in it. The two technicians use the calendar to record their absences. Is there a way, through automation or a script, to check whether both of them are absent at the same time? If so, how can I retrieve this
SLA in different Region
Hello everyone, I'm looking for guidance on how to handle SLA calculations in a specific follow-the-sun support scenario within ServiceDesk Plus On-Premise. Our company operates across three regions: China (1 SAP support technician) Europe (5 SAP support
[SDF-61622] VMware Network scan with vCenter credentials
Hi, I have five ESXi server that include in vCenter server as cluster. I can't to add ESXi username or password. Just I can to add vCenter Server credentials. Now do you have any solutions for scan VMware hosts or VMs with vCenter credentials. Thanks
Obtener IDs
Requiero apoyo para obtener los IDs de Plantillas, Categorías, Subcategorías y Items
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,
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
Add record on Custom Module via API
How I can Add records on Custom Module via API?
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
CAB Members Ordering Not Possible in ServiceDesk Plus
I have created a CAB Approval Core Team with a few members; however, the approval order cannot be modified, and reordering is not possible. Could you please clarify how the member ordering works? I believe this may not be based on alphabetical order.
14600 to 14840 Upgrade Fail
Hi , I'm getting this error when I try to update from 14600 to 14840. Can you help me with this?
How do you currently manage employee leave in your organization?
Hello everyone, We would love to get your thoughts on an important part of day-to-day employee management — Leave Management. How do employees in your organization currently apply for leave? And how do managers and HR manage approvals, leave balances
Clicking an announcement in the Bell locks the GUI (15.2 Build 15240)
When someone does an announcement and we use the bell to access that announcement. The Notifications window looses it's X to close icon and the Announcement is shown greyed out. No input is going to the announcement window so that can't be closed and
[ForYourInformation -33] Checklists for request management
Bring the ‘Checklists’ into action. This feature is available from 11107 and post builds of ServiceDesk Plus. As a result of our constant efforts to make the job easier, we brought in a NEW feature, ‘Checklist’. Have you ever got this feeling after going out of your house? I locked the door. Didn’t I? Did I turn off the Air Conditioner? People are preoccupied and tend to miss-out few important things. This goes without saying, IT people like us are always preoccupied. A checklist might come
Can AI Replace L1 Service Desk Support?
Artificial Intelligence is rapidly changing the way IT service desks operate. It can already handle many common L1 tickets such as answering repetitive questions, categorizing and routing tickets, suggesting solutions, performing basic troubleshooting
Blank page at new installation.
Hi I installed Latest version (15300) of the SD on a Windows 2022 server. Installation was successfull, but the initial web page just display a blank page. What coulkd be wrong? all the services are started correctly
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