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
Add Asset to All in group & Assigned to Technician in Allow technician to view section
Hello, I need to allow the technician to view my site assets as separate. It will be great if you separate this section as well Thanks to the team
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
technican absent -> backup technican
Hello, Im searching for solution to make request that a technican receive during his absent to make vissible to his teammates. I saw the possibilities to set absents in dashboard an set an backup technican, but often our techniscans forget to set 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
Cost of service - reports
Hi, I am interested to understand where we can use Service cost attribute: There is an option to define cost per each service. Is there any report that can show us total cost per closed requests?
How to GET attachments under Request module?
Is it really naive to ask about: SDF-34512 : Rest API support to GET/ADD/DELETE the attachments under Request and Tasks module. I have tried two times by Menage Engine Support with same question. Specially interessting was how to GET an attachment within REST API. So at the second time I have asked directly: How to GET attachments under Request module? And the answer was : Please refer the below link https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Attachment
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
Scheduled Reports loading in infinity, on specific technician account
I am an admin and technician i SD+ We Run Postgres I have set up a couple of scheduled reports for that should show up in "All scheduled reports" It does work for other admins but not for me. When i klick Reports - Showing: scheduled reports, it begins
Failed to Update ServiceDesk from 14600 to 14830
Hi, I am trying to update service desk from version 14600 to 14830 by following the instruction from https://www.manageengine.com/products/service-desk/on-premises/service-packs.html but the update always failed at migrating constrains and indexes (around
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
History in the reports.
Hi. Please tell me how to view the change history in the reports. Someone deleted the report and now the running task is triggered, emails arrive, but they are empty and the task is not displayed in the scheduler. The report is also not in the list of
Additional fields in reports
I am trying to build a report which looks at a field I added to an Asset template. Is it possible to do this?
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New Open ticket and select status Resolved
When opening a ticket for a user, is it possible to select the ticket status as resolved? As a scenario, if an employee calls and there is no ticket, the technician can open a ticket on his behalf, but after the ticket is opened, it must be entered as
Useful MSSQL queries for additional fields
Since i was not able to find the queries i needed i made my own and decided to share them in case they could be useful for someone else. Tested on build 14.9 Build 14920 MSSQL database Show additional fields and what templates (if any) they are used in:
Zia widget not working on company website - howto
Hello: We placed the code snippet for Zia widget in order to be visible from our company intranet using the instructions provided (To use this feature, enable Zia Widget and paste the following code just before the closing tag of the website's HTML source
Assets reports
Hello everyone, I'd like to know about asset management and tracking on Servicedesk Plus: Actually, when we assign assets to a user, we have to do it manually, as shown in the photo below: And on our side, our manager wants to know which technician assigned
Report for Marked Tasks
Would it be possible to get a report made for open Tasks that are marked and not yet assigned? It's difficult to keep track of these so sometimes if a task does not correctly change to assigned when it should it'll go untouched for a while until we accidentally
How do I hide Statues in the Problem module (also Tasks)?
We've started to use Request Life Cycle and this has the side-effect that we now have a lot more Request Statues than we used to. This also spills over on Tasks and Problem requests. Suddenly the list of possible statues are very long both for Problems
Trigger for reply to request
Hi, How to define a custom trigger just when technician reply to request? I want to run a script and call another API with technician's reply data. As matter of fact, I want to give technician's reply and send to another Message Instance like Whats App,
Custom Function in new API after 14900
Hello, I've got this message when entering a cf that we used to change status on reply. This custom function is using an outdated sdp.admin.leftpanel.helpdesk.notificationrules.hom API version. We recommend updating it to the latest API version. I can
Reporting on Assets - DB growth
We want to get a report out of our SDP's CMDB to detail the growth in the number of servers for the last 3 weeks. Next step would be to correlate with previous periods to estimate how fast that number grows, so we can then order the correct number of
Request - Incidents
596 / 5 000 Résultats de traduction Résultat de traduction Hello everyone, This is not a request for problem resolution, but rather a request for advice. In Service Desk Plus, we have difficulty determining whether a request is a service request or an
Requester changed to 'system' - unknown email address.
Hi Not sure why this happening - or how to stop it. We can't control who sends us an email so we want the system to reply back to the requestor , not switch it to 'system'. What is a 'known' email address?
Red envelope in notification center
Hi, We recently updated from v. 14620 to 14860. One notable change was in the notifications center. Previously, when a requester had replied to a request, the corresponding notification would show with a red envelope. Now it's just a generic "request"
Pick list field options drop off when request is updated
Hi there, We have noticed that our pick list additional fields options drop off when a request is updated (ie, group is changed or technician is changed) is this system behaviour? or do I need to configure something in the background?
Requester view of tasks and approvals
I would like the requester to have more visibility into the progress of their Request Catalog request, specifically with the progress of tasks and approvals. I would like the requester to be able to log into the system and see what tasks & approvals exist on their request, the status of each, and who they are assigned to. All requester views of this information should be read only. I would also like the requester to be emailed (email should include all details) when a task or approval is assigned,
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Freeze Field in Tasks
Hello, Using the task template in ServiceDesk Plus, we created tasks with costs. We would like the following fields to be non-editable when the user selects the task: The fields: - Additional Cost ($) - Estimated Work And in the Actual Start and Actual
version 10000.
I want to transfer all the data from one server to another, it can't find version 10000.
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