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
SDP Administrator should be able to upload profile pictures for all users without login into their account
Hi I'm posting my privat ticket to the community as a feature request. There might be some other people who would like to have the same feature request: ------------------------------ Hi Markus, As per the current application design we don't have an option to import the profile images directly into the application. The only option is to edit and add the profile picture either the requester themselves or the administrator if able to login to their accounts. I am sorry if this is causing any inconvenience
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
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
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
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
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?
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
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
Incident Catalog
Is a login required to access the incident catalog for requesters? If no, how do they access?
Possible to add UPDATEDBY or MODIFIEDBY column to [dbo].[ChargesTable]?
Hi All - I have a unique need to restrict the ChargesTable from unauthorized worklog entries for prior weeks. I was able to handle most of my need using JSON validation rules. However, each Monday/Tuesday, I revert the rules to "open" it up for manager
When I merge asset records, additional field data is being deleted.
We are running ManageEngine ServiceDesk Plus 15.1 on prem. When I try to reconcile a new scanned asset with an existing asset record, the Asset Additional Fields data is being cleared during the merge. There is data in those fields on the existing record
Appreciation for the ServiceDesk Plus Team
I would like to sincerely thank the production and support teams of **ManageEngine ServiceDesk Plus**. I truly appreciate the dedication, effort, and professionalism you put into developing and supporting this product. My experience working with it has
Change Calendar - disabling/greying out days
Hi I would like to know if it is possible to disable/grey out a period of days in calendar when a change a type of change is being raised. For example. I raise a Change today say Monday 5th. When i go to select a start date of when i want to start it
Attachment in Request Creation Notification!
Here is my scenario: When I create a new request on behalf of a user (who has an email address), and the request contains an attachment, the attachment is not included in the notification email sent to the requester. In other words: The technician creates
Technician Groups for Solutions!
Dear ServiceDesk Plus Support Team, I would like to propose an enhancement to the Solutions (Knowledge Base) module. Currently, all technicians can generally access shared solutions. From an information security and ITIL best practice perspective, it
Change management issue
We are having an issue with change management after upgrading to 15140 (from 14860). Some background: We have set up four templates (+ 1 emergency template) with different role assignments and workflows. For one of the templates we have created a secondary
Asset template customization
Dear users, We are happy to introduce another feature that has been frequently requested and is set to be released in the upcoming release. As you may know, the product type in ServiceDesk Plus is the high-level classification used to categorize different
Technicians see different things with the same filter.
Filter looks like this: Both users are members of the Group Service Point, both users have the same role. A sees 104 tickets, B sees 107. A can access the three unseen tickets by ticketID no problem. I also have access to this site/group and I also see
To, CC, BCC fields when creating a New Request!
When a request is created, it is very good if there are To, CC, BCC fields in it. Where is this feature used? When the user wants to notify several people. When the technician wants to leave a response on the user's request, that response will be automatically
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