AD Import structure
We are working to set up ServiceDesk Plus (on-prem). We have successfully been able to do an import. We have site pulling in the site attribute. However, department is pulling in department + site. Any way to only restrict this and just pull department
Disable 'Added via references header.'
Hi, Is there a way to disable emails appending as conversation replies when they don't have the request ID in the email subject? I want to keep the "Added via Request ID in email subject.", but when the request ID is removed from the subject, I want that
Tickets aren't re-opening on reply anymore
We've upgraded from 13009 to 14205 with the intent to upgrade to the latest patch, but ran into some issues. In the meantime, our technicians are reporting that tickets aren't re-opening upon reply anymore. We have a custom trigger upon 'Reply received'
Error Update from 13000 to 14205
Apr 20, 2025 6:48:56 PM [com.adventnet.servicedesk.updatemgr.util.SDPostProcessor] [INFO] : Problem during installation of patch {0}org.json.JSONException: Unterminated string at 1000 [character 1001 line 1] at org.json.JSONTokener.syntaxError(JSONTokener.java:507)
Ghost notification in 15130
For me and a lot of my colleagues a ghost notification has started to appear. When we go into the notifications there isn't one there. Even if we sort by Unread. If we remove or delete all read notifications it disapears for a while and then returns
Updated to latest 15150, issue with search bar
We have updated from 13009 to the latest version 15150. Our technicians have a need to search for multiple tickets at a time. They used to do this in the search bar at the very top and it would work like in the screenshots. However now it seems to be
Error while start SDP
SDP Dos not start- log file error com.adventnet.mfw.ServerFailureException at com.zoho.mickey.startup.MEServer.startServer(MEServer.java:371) at com.adventnet.mfw.Starter.start(Starter.java:387) at com.adventnet.mfw.Starter.main(Starter.java:703) at com.adventnet.me.servicedesk.start.SDPStarter.main(SDPStarter.java:123)
Manage Engine Service Desk Version Update Problems
Merhaba, ManageEngine ServiceDesk uygulamasını 15.1 Yapı 15150 sürümüne güncelledikten sonra menü başlıkları bozuldu. Ekran görüntülerini ekliyorum. Desteğinizi rica ediyorum. Saygılarımla.
Error view task request
Hi Team, SDP V14.5 A user is unable to view the task and receives the following error message: ‘Unable to parse the given data I checked the API response from the system, and when passing the row count, it is currently sent as "%22%3A%2210%20%22%2C%22".
unable to execute a Report via API
Hi! I'm trying to get a Report data via API call through documentation example/test module but got "Invalid Input". what is wrong and how to fix it? SD version is 15.1 Build 15150
Best Way to Implement Updates
I have been working on my ServiceDesk Plus Helpdesk since July. We are happy with where it is, however we all know that updates will still need to be implemented. I would like to do a monthly update. What is the best way to test the updates that are required
Email not sending
Hi, system configured with Microsoft Graph. In the setup, when you send a test message, an email is sent from the system with the message Email Sent Successfully. The test email has been successfully received by the receiver. Issue is: When updating a
Wrong automatic assigning of mails to requests
Dear support, we have a weird issue where in some rare cases mails get added to the wrong request. We are running ServiceDeskPlus version 14306. The mails are correctly fetched from the mailbox but added to the wrong request. The mails don't have a request-number
Mail server settings - Incoming issues
Hello, We have configured Mail server settings—Incoming, but we are getting the following notifications: It says the following: “The emails were not retrieved due to an unusual connection with the mailbox. Check the settings and try the operation again.”
Introducing Zia Parser without our permission after version update!
Hello After upgrading to the new version build: 15.1 Build 15100, we are getting the below footer in all our emails templates! ===================================================================================== Introducing Zia Parser Now Zia can analyse
Unable to assign a department to a site
Unable to assign a department to a site since I have updated SDP to v. 1530. Same when adding a department or editing it when added. Site field is disabled (grey).
Print Preview formatting
Hi, This is not something that i have noticed before but i have gone to print to PDF of one of the requests for audit and the formatting of the print preview is all wrong, its wider than the paper. Half the ticket information is not visible in portrait
Starting ServiceDesk Plus stuck at 0 percent
Downloaded ServiceDesk Plus Standard for evaluation. Installed Ran the changeDB and figured that out to point at sql Running ManageEngine ServiceDesk icon on the server desktop comes up and sits at 0 percent.
Broken Global Search after upgrading to 14500 ServiceDesk Plus version.
Hello, After upgrading from 14306 to 14500 ServiceDesk Plus version we've noticed that we cannot search requests with a global search, "Search across" and "Requests" -> "Default search" options do not give any search result. However, option "Requests"
Renaming Subject Line
Hello, Looking to get some help with a trigger/function question. We have a voicemail inbox that forwards voicemails to our SDP instance that creates tickets. The tickets end up with a long subject line and I would like to rename the subject line when
Database Type
Hi I can see MYSQL is no longer supported in later versions of ServiceDesk and that we should upgrade to the latest version due to security issues. Can anyone tell me how to find out what database type is used. Dan
Microsoft Graph is stop working after i disable login of the account
Microsoft Graph is stop working after i disable login of the account. after re-enable the account , the mail is failed to work. the error "Mailbox is not accessible : "Check authorization details and try again". In the meantime, mails will not be fetched
Looking to export email addresses from a Pick List on a ticket
I have created a form for my organization to edit email aliases that requires the user to enter the users to add or remove from a multi-pick list. These are two separate lists but they have the same problem: This pick-list is extremely easy for the Requester
Emails between two Service Desks
We have an ICT Service Desk and we have a HR Service Desk. They need to be able to send emails to one another. ICT Service Desk tickets are ##22821## HR Service Desk tickets are ##HR-9696## How can updates be automatically assigned to the correct calls,
Change template request icon after update 15120
After updating to the latest version of servicedesk 15120, I have a problem with changing the incident/service report template icon. When I click the "Change" button, it takes me to the servicedesk home page. Has anyone solved this problem? It appears
Users can't passed through the survey if they have authorized in the Service desk Plus
After upgrading to version 15.1 build 15130, users cannot complete the survey if they have logged in to Service desk Plus. When the user clicks on the link from the survey mail, he receives the message "The user does not have permission". When user have
Zia Bot not showing Incident templates
Hi, What config have I missed, under Zia Bot it will show the 'Ask for a resource' but not 'Raise a ticket' even though all incident templates are set to Show Requester. Think I've had this before but I can't remember how it was fixed. Build 15130
Sending notification failed for notifyType : Queue errors
Hi V - 14105. In the system log viewer seeing these errors: Sending notification failed for notifyType : Queue errors. I thought this may be due to a mandatory field not being populated but the only mandatory field is 'subject'. Sending notification failed
Test server
We currently have a Registered Version license (Free version that was grandfathered in for many years) for On-Premise SDP. We would like to configure an On-Premise Test SDP server that we can use for testing configuration changes. Can we use the same
CPU Utilization
This weekend, I upgraded SDP from build 15120 to 15130. On the same vm host, we also run the "free" edition of Endpoint Central, which was also upgraded to the latest build. Since completing this Friday night, we saw the ZULU / java.exe app consuming
Upgrade issue
Issue upgrading from version 12. Logs attached. Any help is appreciated.
Manage Engine Service Desk Plus - User account locked, not unlocking and not able to unlock
Hello, We have an issue where a user is not able to log into Manage Engine Service Desk Plus due to her account being locked out. We sent her a password reset email, but the account is still showing locked out: Security Settings lock reset is set to 30
Currently on 15100 trying to upgrade to 15120 but it is not going through.
Currently on 15100 trying to upgrade to 15120 but it is not going through.
SDP+ location of Request Resolution attachments
We migrated from on-premise SDP+ to SDP Cloud. It has been identified that some of the Requests had attachments to the Resolution section that did not get copied over. We no longer have the on-premise version installed so I can't easily go back to confirm.
Error 1013 Schema Inconsistent
When switching from version : 15.1 Build 15120 to version: 15.1 Build 15130 error pops up
Error upgrading from 14.9 to 15.1
Hello, We are attempting to upgrade from 14.950 to 15.120 to mitigate the discovered vulnerability. Upgrading our test system went fine, but when we tried to upgrade a clone of our production system we go the following error: REQ:2001: Unable to initiate
Account blocked
Hello, I have a blocked user account, but I can't find this user in the blocked accounts. Why? Sincerely, Eric
Rebuild Index
Hello, For some time now, we’ve had to perform frequent index rebuilds on the ServiceDesk database because WorkOrders are not being found through the search functionality. This issue is occurring with increasing frequency. Does anyone have a solution
Failed to send notification in ServiceDesk Plus
Hello everyone, In our tickets, when we try to send replies, we've been getting this error message since this morning: "Failed to send notification in ServiceDesk Plus." We haven't changed anything, but sending replies has become impossible now. Can anyone
After upgrading to 15120, 'SEND' is not working
When we try to reply all to a request via email and click 'Send', the page freezes and the email is not sent
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