Issue updating to 14205 (apply DB level change - error and uninstall at 60%)
Hello, While attempting to update from version 13.0 Build 13009 to 14205 during the database-level change step, the upgrade process halts and fails at around 60% completion. Could you please help me to sort this issue ? The update log file is attached
Worklog Enhancements
Dear users, We are happy to announce that several highly requested and long-awaited enhancements for the Worklog entity are forthcoming. Here are the screenshots provided below to illustrate these features. Here are the screenshots provided below to illustrate
Approval hierarchy
Hello everyone :), Currently in Servicedesk Plus, we have a few "Support Groups," and each group has a supervisor for request approval, and above all, there is the Director. Depending on the structure, group members cannot request approval directly from
How to Fetch all Active Status Request through GET API specific to the Requester?
Dear All, We are using the GET API to view all the requests based on requester Email Address (as shown below), but we would like to fetch (retrieve) the requests which are currently in Active Statuses only. { "list_info": { "row_count": 20, "start_index":
On Behalf of field
Hi - in the reporting module of SDP there is a field that you can report on called 'on behalf of user', however we are unsure how this field is used as we are unable to find anything where you can log a ticket on someone else's behalf. We also saw (see screen shot attached) that there was a field called 'onbefalfofVIPuser', but since logging out and back in again, the field has gone. We are using 9.1 9120 Please advise. Thanks Lynne
Mandatory Asset fields
Exact same question as 10 yrs ago; I was wondering if there was a means to make certain fields Mandatory with regards to adding a new asset. This is particularly important with regards to the "Asset Tag" field as we do not want anything to be listed in
The technician can see her assets in the home tab
Hi, The end-user can see her assets in self service portal, but the technician can't see her assets in home tab. Most of our technician can't access to Asset or CMDB tab. Do you have any options in SDP? Thanks for helping
Customize Landing Page in ServiceDesk Plus
Hello all, We are happy to announce the upcoming release of another new feature. While ServiceDesk Plus currently allows administrators to organize tabs based on their preferences, we received frequent requests for a customizable landing page instead
Stand Alone Users
Along with our standard users for Active Directory, we have Non-AD-Joined computers that are silo'ed. They don't have an email account to access and by design can't access external services. In our self-hosted testing, when replying to tickets to these
Service Desk Plus O365 email settings
Hello, We have Service Desk plus installed locally, we also have a O365 hybrid environment. I have been trying all different combinations in the service desk email settings and I can't successfully connect an incoming connection. I have tried outlook.office365.com
Can't sort UDF_Filed in request with 14.9.10
Hello, Since we updated from 14.7.50 to 14.9.10, now we are not able to sort Request by UDF field: Before: After: Thank you.
Warning triangle on open ticket
We have one single ticket that has a warning triangle next to it. What does this mean?
Unable to import SSL cert to SDP
Hi, I got a certificate from Let's encrypt but each time I attempt to import it I run into an issue. Is there a step I'm missing?
How to find the Request Type and Incident in Service Desk WorkOrder table
Hi, I am trying to categorise requests and Incidents from the workorder table. However, I can see the requestypeid column is null for all records, so I can not use requesttypedefinition table for this. Is there any other way to identify the request type?
Auto-assign request to technician who responds
Can we set up an auto-assign rule so that unassigned requests are assigned to the Technician who first responds to them? The response could be via email or via the portal. Thanks, Scott
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
Issue with Attaching Files to a Ticket
Hello, Last month we rolled out Sensitivity labelling within our environment using M365 purview Information protection. After that we started to notice an issue where by files and document that carry certain sensitivity labels cannot be attached to a
Masterclass 2025 AMA episode: Submit your questions now!
Hi everyone, We're excited to announce that our fifth episode of Masterclass 2025 will be an ask me anything (AMA) episode where our product experts will answer your questions on June 26, 2025 at 11am BST/CDT/PDT and 3pm AEST. We are thrilled to have
Export/Move all data linked with the assets from SDP to AE
Hi I would like to ask if there is any option to migrate data from SDP to AE. Last week we bought new license for AE. We have lot of products/vendors/ Purchases and assets linked with but luckily no an tickets linked with assets. we have 11,2 version
Making Built-in Asset Fields Mandatory
SDP does not currently support marking built-in asset fields (like vendor details, acquisition date, expiry date, serial number) as mandatory. This has been a persistent feature request since long time, what is the update on it?
Asset template customization
Dear users, We are happy to introduce another feature that has been frequently requested and is set to be released in the upcoming release. As you may know, the product type in ServiceDesk Plus is the high-level classification used to categorize different
Can't login to portal via AD account
Hello. From yesterday I have a issue with our instance of SDP. We have two technician which are using AD account, and from yesterday I can't login. Wrong User name or password. our version is quite old 11,2 but is enough for us. We converted local build
First Response SLA Not Restarting After Reassignment
We're using SLAs with a focus on First Response Time. Currently, if the first response is missed, the ticket is re-assigned and escalated—this part is working as expected. What I'm trying to figure out is how to reset the SLA so it triggers again when
Exception occurred while enumerating Organizational Units
Hello, I have a problem listing Organizational Units in my AD. Prompt: "Exception occurred while enumerating Organizational Units" Newest build of ServiceDesk Plus 14970 is installed. AD Account password re-checked and retyped. Delta Sync and Full Sync
ODBC connection
Hi We always used an ODBC connection to extract the data from the postgres database of Servicedesk for a data warehouse that we use to do some powerBI report. After on of the latest update of servicedesk the connection doesn't work anymore is there something
Send Notification of Overdue Changes
Hi all, Is there a way to configure a notification to be sent to technicians who haven't closed a change? I'm hoping to be able to send a reminder notification to technicians whose approved change has passed the scheduled end date and the change hasn't
Home Page (My Task)
In the Home Page Task still shows task (despite its canceled status).
[Free e-book] Get started on AIOps without spending the big bucks
Hi there, Is your IT drowning in siloed tools, sluggish responses, and constant firefighting? It's time to break that vicious cycle and expedite IT outcomes with AIOps. Download our latest e-book and discover how analytics-driven AIOps eliminates silos,
Add Date Filter Criteria in Custom Reports
We need to be able to run reports based on date fields less than, greater than, etc. compared to a dynamic date (ex. current date). The Data Filter options does not have Less Than, Greater Than options but Advanced Filter does. Advanced Filter does not
Template for problem
Hello everyone, I would like to know about the "Problem" form. Is there no form template like in "Services" or "Incident"? I want to add a template for "Power Outages," but I don't see where I can do it or where to add the fields. Does anyone have any
Can I use Request Timer to delay starting the End of Service SLA clock?
Hello, I want to have the End of Service SLA clock start 2 business days prior to the staff member's Last Day of Work. Can Request Timer be used to do this? Today almost all of our End of Service Requests breach their SLA as these requests are often submitted
Purchase Order Template
Can we edit the default template or create a New Purchase Order Template, adding company’s header, footer, fields, layout, etc.
Error Upgrade from 14200 to 14300
When trying to upgrade from version 14200 to 14300 or 14205, the upgrade fails. I ask the knowledgeable to help!
How do I add field "Business imapct" to a Report of All Assets in SDP?
Hello, how do I add field "Business imapct" to a Report of All Assets in SDP, please? I was searching the filed via table schema, but could not find it. Basically, can you share an SQL (MySQL) to extract all columns related to all assets? Thanks Tom
How are others handling incoming emails/messages from other ITSM systems?
Hi All - We support many customers and not all customers want to use our ticketing system (Service Desk Plus) because they already have their own such as Jira or ServiceNow. We are struggling on how to streamline communication between platforms and ensure
How can we send a Notification once the Service Request is Approved along with the attachments attached to that request?
Dear All, How can we send a Notification once the Service Request is Approved along with the attachments attached to that request? Regards, Wajahath Farooq
Scheduled Reports page not loading
Hello, Scheduled Reports page not loading. We have seen it in previous versions, and today we updated to 14.9.40, and the issue is the same.
Service Desk Crashed
Service desk crashed right after installing the updates from Microsoft for April. When I restart the service, it stops within ten seconds. I have rebooted the server and nothing changed. The following was requested in an email from support: The database
Centralized Dashboard
Is there a way to create a centralized dashboard repository that can be shared with specific users/groups/roles?
Custom Scripts are run by Owner of Integration key not by the Integration key
Whenever a Custom Trigger with a script is run the History is updated with the Owner instead of using the name of the Integration Key. In our case that means that the same Technician seems to be in almost every request updating it. We'd like for the Integration
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