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
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
Asset Acknowledgement on on-prem SDP
Hello all, I'd like to know if and when Asset Acknowledgement is going to be implemented in on-prem SDP. The function is available on SDP Cloud, but I can't see it on the Roadmap for SDP on-prem. Thanks in advance!
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
Get this error "Invalid field present inside the layout : udf_pick_30011"
Get this error "Invalid field present inside the layout : udf_pick_30011" while saving a template. Any idea.
How to Allow Requestor to select/change Site when he or she is submitting Incident/Service Request Form
Dear Community, I am currently Evaluating Manage Engine Service Desk Plus. I have already created Business Rule which will assign Ticket to a certain Technician based on a certain Site. The thing is that I want to allow users to be able to select their
MSSQL Help Needed : Technician | Total Tickets | % of First Response Violated | Average Open to Close Time
Hi All - I need help with a SQL query for MSSQL. I need a report that has the following detail, here are the columns: Technician | Total Tickets | % of First Response Violated | Average Open to Close Time | Average Survey Score Is this possible? If so,
Enhanced Filtering in Requests List!
Please consider adding a filtering mechanism similar to the functionality demonstrated in the attached video file. This proposed filtering idea is much faster than the current filtering. I hope you will consider this idea in future versions.. I have no
ical link to the Change calendar?
It would be awesome if I could generate an ical link to the different views of the change calendar. That way we could add them to our e-mail/calendar applications and see changes there too.
Is There a Way to Assign PMs Without Technician Access?
Hi everyone, I’d like to check whether there is a recent or upcoming update that allows the system to clearly separate Project Manager roles from Technician roles? Currently, we’re looking for a way to assign Project Managers with oversight and reporting
Service Desk plus file path
https://help.servicedeskplus.com/introduction/service-desk-system-requirements.html$anti-virus You need to list the full file path to the things you want omitted from the scanning process, not just the file names.
Processing external alert emails
We have email based alerts that come from a few systems, normally they land in our mailbox. What have others done to have them come into sdp and be categorised as alerts and if possibly consolidated.
Automatic Task Progress Calculation Based on Worklog Time
Dear Support Team, We are currently using ManageEngine ServiceDesk Plus and would like to implement an automatic calculation for request progress based on logged work hours. Our requirement is as follows: When a Task is created, an Estimated Effort is
Can we prevent Worklog Date selections PRIOR to current week?
Hi All - We use SDP as our Time Keeping system which is then loaded into our internal ERP System. We have issues with folks entering time to previous weeks which are not captured in current week exports that is sent to ERP. Is there a way to prevent Date
Change Management - Setting the risk based on risk Matrix
Hi, I am new to Manage Engine Service Desk and have been asked to configure a Change Template which sets the change risk, based on the answers to a series of questions - see below. Can this be done in Field and Form rules using Custom Script? If so where
Permissions settings - service request template
Team, is there any chance that we can prevent existing technicians to see certain request templates and requests that are created under those service request templates? For example, I just created new onboarding service request template - I want to limit
How to get a free Servicedesk MSP Plus License
Hello, I have been trying for three weeks to obtain a free license for 5 Techs Service Desk Plus MSP, as described on the homepage. I filled out the form, wrote several emails to sales@ and support@, and tried to get more information via chat, but unfortunately
Join us at Shield NxG Roadshow 2026 → Cochin • Coimbatore • Hyderabad • Delhi
Hi there, ManageEngine is back with its next-gen IAM & Cybersecurity event, Shield NxG Roadshow 2026 happening in Cochin, Coimbatore, Hyderabad, Delhi! Join our senior technology evangelists as they share insights on securing, managing, and auditing hybrid
Increasing the requests trash days limit.
Hi, Team, I've noticed that it is possible to change the number of days that requests stay in the trash before being permanently deleted, from 1 to 10 days. Sometimes 10 days could be too short, so changing globalconfig like: UPDATE globalconfig SET PARAMVALUE
Mail Settings for 2nd SD Instance
I've just enabled ESM with a second instance. Currently, we use Microsoft Graph to connect to the existing IT instance's mailbox. Will it be possible to use the same client IDs & client secrets to connect to a different mailbox to process incoming/outgoing
ESM Portal Customisation Preview Problem
I've just enabled ESM (Build 15220) and find that I'm unable to preview any changes to the current ESM portal or a different template. I get a "User does not have this permission" error, which is a little strange as my account is an Org admin. I've restarted
How can I change the default filter for all requesters?
Hi, how can I change the default filter for all requesters? I want to change the filter from "My Pending Requests" to "All My Requests".
Windows operating system update on ServiceDesk server.
Hi Any issues with preforming an in place update from a Widows server 2016 to Windows server 2020 on our ServiceDesk server? We would stop the SDP service during the OS update and resume after it has been completed.
How do I change this - browser tab name
version 14105
custom menu vulnerability
I found a bug or security vulnerability If you define a custom menu, all technicians can click on its options, and if one of the options in this menu is access to ESM portal settings, technicians will be able to view/edit it, etc. For example, if one
Problem to Change Associations
Hi, I can't associate several changes to a problem. Is there a limit to only one change per problem or am I missing something?
trying to upgrade from 15200 til 15240
When trying to do an upgrade from 15200 to 15240, i get this error - 02-02-2026 20:28:46 [com.manageengine.servicedesk.updatemgr.util.BaseMigrationUtil] [INFO] : INFO mesaage ---> The patch cannot be applied further as some exception occurred. Please
How to add extra approvers at own approval level?
Currently I have this custom function that runs when specific conditions apply. But the problem is that the Request template is also set to send to $REPORTING_TO$ This means that it will add all three to the same approval stage. How can I add a new stage
Error merge two users,
When I try to merge two users, it doesn't work. It gives an error The table below is the output of the job!
Extract of last logged in user email address and "user" email address into the report
hi, I'm building a custom tabular report in asset explorer. I am able to get the "Last Logged in user" and "user"'s name. However, how do I extract the email address of these users?
Enhance Support and Product Complexity
For support requests that you can reproduce on your own servers/build, it’s difficult for us to justify sending our logs into a honeypot-style collection system. That introduces unnecessary security and privacy concerns when the issue can be validated
ServiceDesk Plus On-Prem version 15240?
Hi Thinking of upgrading to version 15240 but from experiences there's been many bugs that stopped live service on my end, just checking if anyone has upgraded to this version and if they encountered any bugs in any way at all ?
FAFR on custom field
Hey, Just wanted to ask if there's an option to create fafr rule that will check a specific field in service template. Example: Field1 have value in it: 40000 FAFR will check this Field1 and make an action to send an approval, Field1 > 40000 then send
"The Patch cannot be applied because of the following Reasons(s): ERRORCODE:1013 Schema is Inconsistent"
I keep getting this error when trying to upgrade from 15.2 Build 15200 to 152300
How can we populate Asset Names and its IP Address on Request Additional Fields?
Dear All, How can we Populate Asset Name & IP Address on the Request Additional Field's if the Product Type is "Server" and "WorkStation" only. If we have Request Additional field namely "Asset Name" which populate assets related to the product type "Server"
Grant admin access to just Customization -> Asset Management
Is there a method for granting a role admin access specifically to the Customization -> Asset Management page? Without making the user a general SDAdmin?
ME Supplied Work Log report doesn't work
The report called Work Log reports by technician doesn't work on 15.1 Build 15150 But on 15.2 Build 15220 it does. If I take the query from 15220 and run that in 15150 I get Invalid column name 'DELETEDTIME'. Check logs for details.
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