Importing assets into ManageEngine
I'm fairly new to asset management on manage engine and I am currently trying to import a list of workstations from our current inventory manager. I have the data in csv format, and I manually import it and match up the fields. For each user assigned
Jira Widget doesn't show Jira projects
Hi, Team, When trying to configure the Jira Widget on SDP, after following the steps mentioned on JIRA Custom Widget, we defined the custom service and the connection with the correct name and token. Although the connection has a green icon, which suggests
message has lines too long for transport
When sending certain reports(I've recreated it with Inline HTML report) we get "message has lines too long for transport" from the SMTP this seems to be an issue where the e-mail client (Servicedesk Plus) doesn't wrap long lines. Could you check to wrap
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?
Can't retrieve HTML type fields on custom module API (SDP v15.250)
Hi, Team, We have a custom module with an HTML field, which, after upgrading to SDP v15.250, we can't retrieve its values when calling the custom module API. All the other types are present. On version 14.990, we could retrieve all of them. I prefer to
Add attachment to API JSON
Good morning all, I have several "apps" that take some of the thought away from staff members when trying to get us Ticket Information. I would like to add a "Support File" to a generated ticket. I have an app that creates a system snapshot in .zip format
Business Rules
I'm new to ServiceDesk Plus. What is the correct format when entering phrases in the filters as well as when using the "Users to Notify" action? Filters Do you enclose each phrase in "" and the separate with , for multiple? Actions When entering multiple
[SDF-84347] Zero separation With commas in numeric fields
Hi Why in numeric fields, numbers with multiple zeros are not separated by commas or points ? Like: Use 1000 separator (,) 590.000.000 Or 590,000,000
Roles for general users
Is there a way to alter or add a role to a general user, not just a technician? I have an HR person for example that would need to review the entries and add to a ticket that they do not specifically own. I altered settings so she can at least look up
API Documentation for On Premesis contains no url for get all subcategories or get all items
API Documentation for On Premesis servicedesk plus contains no url for get all subcategories or get all items. Pressing 'Try Now' button will always result in a pop up with an 'undefined' error.
Update error from 15140 to 15200 postgresql
Hi during update from version 15140 to 15200 (as in topic) I get error. Full output from update process is listed below. Is someone get similar error and know how to resolve issue ? ------------------------------------------------------------- Going to
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
Issue with custom function
Hello. I am trying to use a script that changes status when a technician replies to a request. I am using the scripts on this discussion https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-upon-receiving-a-new-reply-11-10-2023#:~:text=Use%20case:,to%20%22On%2DHold%22.
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
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
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
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?
Error 1024 - Upgrade issue from 15140 to 15200
UpdateManager started in folder ...\ServiceDesk\bin\ After several checks appear the following window
Unable to Access WOListView.do
When clicking on the Request Tab, user is getting an invalid input error. Dev Tools is showing a 400 error
How to display User additional info in a request
HI there, my case is really simple. i have set 3 user additional field and i have mapped them as my LDAP attribute. that part is done. the additional infos were already imported correctly from LDAP to SDP. now i want those 3 fields to be populated automatically
Help Desk Services Solution
I am here looking for Help Desk services solution for organization. I also searched this on many different website and found many solutions. We are bit confused to which one to choose. One of my friend suggest me this platform, and i am hoping i will
Email Responses
Good afternoon, I have noticed that people are not getting the correct notifications. For instance I resolved a ticket, and rather than the end user getting the "E-mail user when a request is resolved." notification they get the "Acknowledge requester
Contract Expiry Notifications Not Being Sent
Dear Support Team, We have identified an issue in ServiceDesk Plus where notifications are not being sent to vendors and IT technicians when contracts are nearing expiration or have already expired. According to our configuration, email alerts should
DbCorrupted,Hence backup cannot be scheduled.
Hello. After updating to version 15100, I am unable to create backups. Neither using the backUpData.sh script nor using scheduled backups via the interface. The following message appears in the ~ManageEngine/ServiceDesk/logs/sps/pgsql/dailypgbackup0.txt
15.2 Build 15240 : Where did worklog.json go?
Hello - I recently upgraded to the latest version, but no longer see worklog.json where it used to be. Did this change and where can I find it? I have custom login you enabled for me that is no longer working. Used to be here : ManageEngine\ServiceD
Message : No installed Python found!
Hello! I have create a request life cycle. Workflow : Executed from Request Life Cycle : Purchase New Asset, Transition : Send for Approval, Rule : SendApprovalScript. The script was working fine before updating the SDP to the version 15.1 Build 15100.
Reset Mail server configuration from zero Version 15.2
I need to reset the mail server configuration, because we are unable to save any change, any change we try to do we receive the following errors:
Upgrade to Servicedesk Plus upgrade to 15200 error code 1024
Hi guys, I'm having the following issue updating Servidesck Platform. Does anyone have a solution to this issue? I really need to complete the update. Any help would be greatly appreciated.
Error updating to 15.200
Hi, Team, After successfully upgrading the UAT environment, I've got these alerts on the production environment:and then, I ran initpgsql.bat, then I selected the ppm file. It began the installation, but stopped when moving from 16% to 20% - the window
Choosing to assign a Support Group instead of an individual technician?
Hello, I have a single site with a single incident template. I have a small team of help desk techs that I have added as technicians. I have also created a support group for the team. I expected to be able to have an option, from the technician dropdown,
Upgrade to Servicedesk Plus upgrade to 15200 error code 1024
Anyone getting the below when attempting to upgrade from 15130 to 15200
Update 15200 to 15240 failed!
. Jan 30, 2026 11:57:07 PM [com.manageengine.servicedesk.updatemgr.util.CommonMigrationUtil] [SEVERE] : Exception occurred while updating component typejava.lang.NullPointerException: Cannot invoke "com.adventnet.persistence.Row.getLong(String)" because
Turning off Sub-string searching in Assets global search
A few major versions ago, the searching behavior changed in ServiceDesk, from my usage I've seen this only in the "Assets" global (top bar) search. It is doing Sub-String searching instead of what I would consider a proper search. Let's say for example
SLA Recalculation is not accurate when changing status from Resolved to Open when SLA has been edited
Steps to reproduce 1. Create a ticket/request that has assigned SLA so that due by time will be set. 2. Process the ticket/request until it was Resolved. 3. Edit the SLA, like adding escalation for a specific technician. 4. Manually reopen the resolved
Request Numbers Reverting to Old IDs and No Email Notification
We received an issue reported by a user this morning regarding the service request system. When users submit a customized service request, the request number reverts to an old existing number, and no email notification is sent by the system. This behavior
How do we populate Asset Names and its IP Address on Request Additional Fields?
We have an additional field as Server name with a reference entity from Asset. If a user selects a server from the list, it should populate the IP address of the chosen CI in another field. We would also like to restrict the Server name field to display
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