ServiceDesk Plus Solutions Template
Is there a way to edit a Solutions template in SDP? If so, can someone point me where that ability is - I cannot find it.
Unable to start servicedesk after patching
Hi, I had service desk plus onpremise, v13.0, and wanted to upgrade to the last version. Unfortunately during patching something goes wrong, and now won't start and give this errorr message. Error code 10005 Previous patch not applied properly,hence contact
Scan Failed
unable to Scan Assets
Change Management - Comment
Is it possible to include the approval level 'comment' to the workflow Notification mails? As a comment is mandatory to when approving/denying; the added comment should be visible in Notification as it could contains important remarks.
Query Strings
When we click on Home->Assets (and under All My Assets)->Printers (or any asset), we are directed to the following and do not see the entire product listing of printers (or specified asset). Type=Printer However, when we click on the Assets tab at the top and then click on Printers in the resources area, we are directed to the following which does show the entire product listing of printers. TypeID=3&Type=Printer I was informed that this was fixed in 7013 and so we are now running the latest patch
Restrict technics from editing requests
Good day. Is it a way to restrics technics from editing requests ? I mean base fields like urgency etc . They need to be able to answer\close requests only.
Subtask in Project
Hello everyone, I'd like to know if there's a way to add subtasks to project tasks in Servicedesk Plus. I've already seen "Dependency," but that's not really what we want, but rather subtasks if there are any in the tool. Example: Sincerely
Change Status on Technican reply only for Specify Support Group
Hello, i have a question. We would like to have the "change status on a technician reply to "XX" only for a Specifiy Support Group. As we are working with many groups in the ServiceDesk and not all of them need the change of the Status when a Technican
Are State Change rules in Request Life Cycle supposed to trigger on all field changes?
I have several transitions leading to the status Open. And at least one of those transitions has If Technician = Empty Field Update->Techician->$LoggedInUser Lets say it's called X Now when any technician transitions from X to Open the Techician value
Integrating service desk with VOIP
I know one of the goals of the service desk is to reduce phone calls But 65% of users still tend to make phone calls What is the solution? How can you really reduce call rates? Does this solve the problem by integrating service desk with VOIP ? Please write about your successful experiences
Display input field if selection is "other"
Hello everyone, I would like to create a custom template in "Incident Template." What I would like to know is that when I use the drop-down list, there are several options and "Other" at the end if the selection isn't in the list of choices. I want when
Migrate ServiceDesk Plus to another server
Hello everyone, I have to migrate SD from 32bits to 64 bits, so Im trying to do it to a second server, because I cant get stopped the productive server so much time. The server prod is still running, and I installed the app at 64 bits on a new server.
The merged ticket problem
Hi Had a technician email come to me asking 'why can't i find this ticket - I know I emailed this person'? After hours of searching it was due to the ticket being merged. We need a better way to find all the merged tickets - a grid or something similar
Get a list of all ID from report or DB ?
Hello, I hope you are doing well, my team has built their dynamics fields in all the forms used in script in each rules in each forms. I would like to know, to help me maintain all those script, it would be beneficial to get all the ID from different
Can I see the "user view" of solutions?
Hello, I published a Solution in the Self-Service Portal and made it available to All Users. Is there a way for me to see what this looks like from the user's point of view? I'd rather not have to pester a random co-worker in another department to help
Reference Entity (Asset) field doesn't link request to asset history
Hello We're using SDP On-Premise and have a custom pick list field in our service request form. This field uses the Reference Entity option to pull data from the Asset module. It works well in terms of usability — the user can easily select the correct
Can I make the System Notifications toggled on by Default?
Hi, Is there a way to make the conversations sections for the request module tickets toggled on by default? I'm working with some custom triggers for emails to be sent on arrival of our JML tickets. Only problem is, unless the technician toggles the system
Forwarding an email / signature
When forwarding an email, it would be nice if the personalised signature was inserted above the message being forwarded. Is this possible ?
Change tasks - how to close open tasks when a change has already been completed
we are on the following version of service desk plus: 14.5 Build 1450 When we raise a change and have tasks created in each stage, what i have discovered is that if we have 5 tasks and we close 4 of them and then the change is closed, we cannot go back
How to restrict asset selection to only one in Service Catalog request form?
Hello, We are using ServiceDesk Plus On-Premise, and we would like to restrict users to select only one asset when submitting a request through the Service Catalog. We have tried using Field and Form Rules with the following script on REQUESTER.ASSET
Unable to ticket generate
We was @ithelpdesk email id password has changed hence unable to generate manage engine helpdesk ticket kindly resolve at the earliest
Adding Solutions
Hello everyone, I would like your opinion on the use of solutions or the knowledge base on Servicedesk Plus, please? Currently, this is populated by resolutions provided by technicians based on the problems encountered. But I would like to know if it's
Multiple Accounts in One Mail Server Settings Configuration
Hello, I need assistance with mail server settings configuration, in particular.. can I use multiple accounts to fetch emails in one service desk product? Thanks in advance.
Search for "Descriptions" in task templates
Hello Support, for some of our technicans its neccassary to search for "descriptions" in our list of task templates. For example when there is a descritpion to Virtual Maschine. When a adminstrator replace a Vm and wants to edit all the tasks where is
Mail Fetching not working
I have run into an issue with mail fetching not working after I upgraded from 14820. Prior to that version I had to edit java.security file and add TLSv1 and TLSv1.1 to force Service Desk to use TLSv1.2 which is what our mail server uses. That file located
Is it possible yet to mandate attachment in incident template?
Is it possible yet to mandate attachment in incident template? I saw on a reply a year ago that it will be available in future releases.
Locating the data from the 'Time Analysis' tab in the SQL tables
Hi, Sometimes we have requests from managers to say, for example "for last year, how many tickets did x group receive, reply, move, close?", or "for last year, how long did it take for x group to do a first reply to a ticket?", or "for last year, how
Upgrade Error in SDP 14850 – UDF Migration Failed
Hi all, While upgrading ServiceDesk Plus build 14850 on a PostgreSQL database, I encountered the following error: "Request UDF Migration cannot be proceeded in this setup. Kindly contact support for further assistance." The upgrade process stops at this
Alter Index Failed Error
If I set performance schedule: I get these errors (system log): I have set the manage engine service account to match my SQL service and SQL agent account. And gave full perms to the folders/subs folders. Also, verified account has full db owner perms.
Tomcat vulnerability CVE-2025-24813
Hi, Summary: Apache Tomcat is vulnerable to a Path Equivalence issue, allowing for remote code execution, information disclosure, and injection of malicious content into uploaded files. The vulnerability affects versions 11.0.0-M1 through 11.0.2, 10.1.0-M1
Download old version of ServiceDesk Plus
Hello everyone, I need to migrate ServiceDesk Plus from 32 bits to 64 bits. So Im trying to download the installer version 64bits 13.0 build 13007. Where can I get it?
Move all past and present ticket to new account
All our Technicians have two accounts. Their regular corporate account they do all their normal corporate functions on and a privileged account they use for administrative rights when working on equipment. Right now all the technician accounts in our
Assign trial license, until the renewal is completed.
El cliente está en la fase de renovación de la licencia, pero necesitamos asignar una versión de prueba para que el cliente no pierda el acceso.
XML Schema Error 14910
Hello, after updating to 14910 I am receiving the attached XML Schema error and I am unable to start the helpdesk. Please help.
How to Auto. populate selected User Email Address on Request Additional Field?
Dear All, We are populating the Employee Display name along with its internal ID on the Request Additional Fields. Once the Employee is selected, how we can also set its Email address on another Request Additonal Field? We are using below script to populate
Changes on Approval API
Hi, Team, Since I upgraded my SDP to recent versions (14.940 and 14.950), I have a warning message in all request custom functions: If you copy the request function code into a global function, there is no warning displayed. What is going on? Thanks.
ASSET PROBLEM
Dear team we are using ServiceDesk plus. we are trying to import non-it assets via csv. before to do this, we deleted all assets. but when we try to import it says . we are sure about that we deleted all assets. to be sure we need script which will purge
Problem with BOT in Microsoft Teams integration
Hi, i made integration (from this URL https://help.servicedeskplus.com/integration-with-microsoft-teams) our Servicedesk Plus ( 14.5 build 14503) with MS Teams and i have problem with BOT - does not work. For example Request List View Personal App is
We need add additional module for the Admin Dept for the ticketing
We need to add an additional module for the Admin Dept under Manage Engine Service Desk. Please Help
Edit Email Template "Initial Approval Required to Proceed with Change ID..."
I would like to edit the change email template that has the subject of "Initial Approval Required to Proceed with Change ID..." but I cannot find it. Can you please tell me the location of this change email template? Regards, Joel
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