Update Service Desk to versión 15120
Hello, When we try to update Service Desk from the version 15100 to the 15120 we get the following error: Is this update necessary, or we should wait for the next update in order to do it? Thanks, regards.
Spaces Module in IT Helpdesk
Could you please make the Space Module available in all type of ESM instances, for example IT Service Desk? We are really looking into unifying all our systems into ManageEngine products, and are almost there for all our needs except documentation of
Custom Module associate to Request or Project or PO
Hi, I want to connect or associate Custom Module that I created in SDP to some specific requests or projects or PO. What should I do? Thanks
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
Bug Report: Reports with Charts Cannot Be Exported
Dear ServiceDesk Plus Support Team, I am experiencing a critical issue in ServiceDesk Plus: reports containing charts cannot be exported to Excel or other formats. In many cases, the export process either hangs indefinitely, produces no output, or returns
Active Directory picture synchronized in ServiceDesk Plus?
Hi Everyone, We want our users' profile photos to be synchronized from Active Directory. Is there such a feature?
Requester delete own request
hi How can I set it up where a requestor (non technician) can delete or cancel their own request?
Attached HTM decoding
Hello, After the 15120 update, I've encountered a problem in opening attached HTM files directly in the browser. Please assist.
Secondary Email in a report
Hi, Team, In a report, how can you get information about a user's secondary email address, along with their primary email address? Thanks
Auto-trigger the User Survey report for scores below a certain threshold
User surveys are essential for measuring user satisfaction and driving continual service improvement. It is more crucial to notify key stakeholders of a negative survey response as it represents the user's voice and highlights areas needing attention.
Can we limit users from seeing certain Solution Categories?
Hello, I know we can make solutions public or private to requesters, but end users can still see the admin categories they don't have access to. Is there a way to limit that view? I've seen the discussion on this forum going back over a decade. Than
Unable to take the backup of ServiceDesk Plus
I am getting an error everyday, when backup schedule wants to run. The build is 15.1 Build 15120. Can you help please? Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support
Leased laptops
We lease our laptops from Dell and I create a contract in ServiceDesk to be notified when the lease is about to expire. A few updates back ServiceDesk removed the column for Service tags when you add assets to associate to the contract. We use the agent
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!
[Security advisory] Authenticated user privilege escalation vulnerability via insecure regex in URL paths in ServiceDesk Plus On-premises and AssetExplorer On-premises
Hello, This security advisory addresses the privilege escalation vulnerability via insecure regex in URL paths in ServiceDesk Plus which has been identified and rectified. We strongly urge all customers to upgrade to the latest version of ServiceDesk
Error REQ:2002
When try to upgrade ServiceDesk Plus free version 15100 to version 15120 shows this error: "REQ:2002: Unable to initiate migration due to inconsistent data found during validation in request descriptions, attachments notifications, and resolutions. Please
Upgrade Failure from Version 14.9 to 15.1 – Error REQ:2001
Hello, I've 5 instances of service desk 3 of them I've already update successful, but in one when i try to update from version 14.9 to 15.1 I receive the error REQ:2001: Unable to initiate migration because of inconsistent data in 6 trash requests
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)
Exception while head logo
If I go to admin, portal settings, customize header: Can't update the logo.
Free webinar: Cut ticket noise and fix issues faster with ServiceDesk Plus + Endpoint Central
Hey there, It’s common for IT teams to face the same issues day after day: password resets, patch requests, and those never-ending ‘my app won’t open’ tickets. The good news is there’s a way to eliminate a lot of those repeat tickets before they hit your
Upgrade Failure from Version 15100 to 15120 – Error REQ:2002
During the upgrade process from version 15100 to 15120, the system encountered an error and the migration could not be initiated. The following error message appeared: "REQ:2002: Unable to initiate migration due to inconsistent data found during validation
Add a note in SDP after a fieldchange
Hi, I want to automatically add a note after changing a field. For example : When I chose the category to "Software A", then a note is added with the text : "go to : https://softwareA.com/" Best regards, Mark Flothmann
Export items information
Is there any way to export categories, subcategories and items?
Upgrading to latest version
I am currently running version 15.100 and am trying to upgrade to 15.120 and received an error: REQ:2002: Unable to initiate migration due to inconsistent data found during validation in request descriptions, attachments notifications, and resolutions.
Upgrade Fails with Postgres Migration error 14600-14840
Hi I'm trying to run an upgrade from 14600 to 14840, it gets 8% of the way through and fails with the message "Upgrade failed due to a Postgres migration error. However, you can continue to use the previous version of the application without any manual
Issue with line breaks / text shifting
Good morning all, our version is v14.9 Build 14970 - free version We’ve been experiencing an issue for some time now where the entered text "jumps up" automatically when replying to or creating a ticket. An example: If I try to reply to a ticket and want
Delivering secure & superior service experiences by embedding privileged access security into ITSM
Hi there, As the threat landscape intensifies, hidden security gaps in your ITSM workflows—like inconsistent access provisioning during employee journeys—can quickly turn into ticking time bombs. As the global economic impact of cyberthreats is expected
Log flooded with exceptions after upgrade to 15120
We've recently upgraded to SDP 15.1 (build 15120) and everything is functional. However our serverout logs are being flooded with exceptions similar to this: [15:33:16.183]|[15-08-2025]|[com.manageengine.servicedesk.v3api.utils.SDPAPIUtil]|[ERROR]|[105]|
Email Issues
My helpdesk this morning suddenly started emails open ticket holders every 3 or so minutes about their ticket. This started happening this morning around 8am, it's version 15.1 Build 15100 Any assistance on what might cause this behavior or where to look
ADManager Orchestration Template from ServiceDesk Ticket
Is there a way to trigger an Orchestration Template in ADManager Plus based upon a ServiceDesk Plus ticket being created? For example: we have an Orchestration Template that performs various offboarding tasks when a user has left the company. We'd like
Search and indexing issue
Hi ALL We have issue with search in SDP after update to 14720 - no results if i try search by ID or title ( 14.7 Build 14720 MS SQL
Ticket assignment according to keyword in the subject
Hello everyone, I would like to know if it is possible to do this on Servicedesk plus please? When an email arrives and the subject contains a keyword: Here are two examples to facilitate the understanding of the request Example: 1/ keyword "network"
Technicians cannot use templates that have predefined Site values
This is an older bug that seems to have resurfaced. If a technician is associated to Site X and the Template Site value is Y then the technician can't create a ticket with that template. If we associate the Technician with Site Y they get access to tickets
Update 14940 to 15100 / ubuntu / postgresql
hi Has anyone had this problem? error REQ:2001: Unable to initiate migration because of inconsistent data in 1 trash request(s). Please contact support with the log files for further assis tance
Autofill Customer Information from Requester
I would like to use Field and Form Rules to take the Requester's information and autofill the customer information (first name, last name, phone number, and email). Many of our technicians fill out tickets for themselves to track work and if the customer
Unpicked Ticket Notification
While I see in Notification Rules, there is a "Alert group members by e-mail when a request is left unpicked in a group." While this format is what I'm looking for, I want to send this notification to just one or two technicians at most. I cannot do that
Error when opening new tickets
We are experiencing an issue where, when technicians access pending requests, the following message is displayed: "Request successfully added with Request ID: 9999. But this request does not fall within your permitted scope, so you are not authorized
Unable to select options in request dropdown
We have just upgraded our ServiceDesk to the latest build (15120) and now have an issue when selecting the Status, Assigned to, Category from the dropdown list (nothing happens) on the Requests tab or the selection in the top right of the ticket itself.
Contracts
Possibility to export assets (hardware & software) associated with a contract
Reports
Possibility to filter on reports in a folder
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