Software license allocation limits
Hi, Team, We have a customer who is having an issue when trying to allocate software licenses. The licenses are from CAL type, and they have 700 licenses to allocate. It happens that they can only allocate up to 500 licenses. It seems to be some limitation.
CMDB Configuration from the Scratch
We are planning to configure the CMDB (Configuration Management Database) from scratch in ServiceDesk Plus. Since we are in the initial stage, we are looking for guidance and best practices for setting up CMDB effectively. As I am new to CMDB, I would
Mandatory Worklog for Closing Task BY GROUP, LIFECYCLE, OR TASK TEMPLATE
Is there a way to make Worklogs mandatory before closing a task for a specific Group or even Task Template? Perhaps adding a Task Lifecycle? Currently there is no Task Lifecycle and Tasks are where we track Worklogs. The issue lies in the fat that Requests
Reminders to Requesters for Unresponded Tickets
Reminders for requesters to respond to on-hold tickets is an important feature in the application as they help prevent tickets from remaining inactive, reduce backlog and accelerate request resolution. By automating follow-ups, they improve help desk
Can Service Desk Pro be run on a Core Server?
Good afternoon, I am working to upgrade all my servers to the latest release of Server 2025. I prefer core for many of my servers as it does not require the GUI related overhead and generally run better. Will servicedesk pro install on a server core,
Exchange Online using Pop or IMAP configuration setup
We are moving to exchange online and would like to use pop or imap to connect exchange online and pull mail to the system. How can this be setup? I know Microsoft Graph is the new way of doing things but we want to hold off on that. Is that even possible
Import Sample Script
Auto-populated customized sample scripts help administrators get started quickly by providing contextual, ready-to-use code tailored to their specific configuration or use case. Instead of writing scripts from scratch, users receive examples that include
ServiceDesk Plus upgrade fails from build 15200
Hello, I've got an issue upgrading from Build 15200 SP3 to any build beyond it. I've tried installing 15200.6 as it's a newer service pack but as it's the same build number so it won't allow the install. When installing a newer build such as the latest
[SOLVED] Service Request Approver has no access
I have a few forms that require approval from people throughout our departments. For these select people I will go to their User profile in ServiceDesk and make sure "Service Request Approver" is checked. In the past this was enough to allow the users to go to ServiceDesk and approve what was needed. We are currently on 11.0 Build 11007. When this problem started we were on 10.5 Build 10513. The only way for me to fix it now is to go to the users profile and allow them to see ALL request. But I did
ServiceDesk Development Environment
Wondering if anyone is using a SDP dev environment. If so, is there a configuration file(s) that I can copy over from my production environment as I do not want to recreated my rules, groups etc. We learned a valuable lesson this week when the service pack update brought us down for a day and a half. All of which would have been avoided if we would have tested in Dev. Thanks for your help!
Managing Out-of-Office (OOO) Emails
Managing automated out-of-office (OOO) emails is always a common challenge as it can lead to unintended updates and notifications which may hinder the seamless progression of request process and workflows. Therefore, a well-defined approach to managing
SSO requiring a click to logon
After updating to 15.260 SSO with Entra ID doesn't happen automatically, but the users HAVE to click the button to logon. Anyone else experiencing this?
[DidYouKnow - 51] 2FA for Sensitive Operations
Not only in ITSM applications, but in any enterprise application, Two-Factor Authentication (2FA) for sensitive operations helps prevent unauthorized actions, even if user credentials are compromised. While routine activities may not require additional
Migration from ServiceDesk Plus to ServiceDesk Plus MSP – is it possible?
Hi everyone, I’m hoping someone here might have experience with this. I initially started out using ManageEngine ServiceDesk Plus, but have recently realized that I probably should have been using ServiceDesk Plus MSP instead. We’ve been running ServiceDesk
Masterclass 2026 Ask Me Anything episode: Submit your questions now!
Hi everyone, We are excited to announce that the fifth episode of Masterclass 2026 will be an ask me anything (AMA). This is your chance to speak directly with our ServiceDesk Plus product experts and get live answers to your questions, whether they are
Linking accross groups
hi Is it possible to link two tickets from two different groups? group a owns one ticket group b own a different ticket. Is there any way to link them? I thought sharing would make that possible it does not.
Request to Generate SQL Report on Incident associated to Problem
Dear All, I would like to generate a SQL Query Report with below columns: a) Request ID b) Incident Impact c) Incident Urgency d) Incident Priority e) Incident Status f) Associated Problem ID g) Is Problem a Known Error? (Yes/No)
Phone support issues - again
Not sure what has happened to phone support. But it used to be if you had an issue you could call support and a technician would answer and provide you with support. Now you get placed in a long queue where no one answers and then sent to VM. Chat doesn't
Script to include an address when a site is selected.
Below is an example of the script I am trying to run. I can make it run when a ticket is edited after creation. But I need it to work when a ticket is created initially. The site field has a default entry of 'not associated to any site' when starting
Update to SDP 15260 failed
Hello second problem for me. In first last month with SDP update 15250 KO and now with the new update 15260 but with an other problem. I configured my UpdMgr.bat with value "-DSkipForcedBackUp_15260=true" And i launch the script run as admin, after select
[You're invited] Shield NXG 2026: The Next-Gen Identity & Threat Defense Seminar, Belgium
Hi, ManageEngine is conducting The Next-Gen Identity & Threat Defense Seminar – Shield NXG 2026 in Belgium, and we would like to extend this invitation to you. You’ll get practical insights on identity security, threat detection, SOC operations, and compliance
On Behalf Of User in FAFR?
I don't really know where I've gotten this from but I'm trying to have a variable owner be the request OR on behalf of if that is filled in. But it doesn't seem to work even if I fill in the On Behalf Of. Getting the Value of the Requester returns the
EWS to Microsoft Graph Configuration - Mail Server Settings
As part of our continued effort to maintain secure and fully supported integrations, we are planning to migrate our ServiceDesk Plus (SDP) mail server configurations from Exchange Web Services (EWS) to Microsoft Graph API. Microsoft has stopped providing
Need a report with category, subcategory, alert types by support group
Hi Need a report with alert types, category, subcategory by support group. Cant seem to find or make it myself.. I need the report to list all the available cats and sub cats by group but the same as they are on the template This gets me close but needs
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.
Is there a way to bulk change the status of solutions?
Need to change the status of several solutions, not seeing a way to do in bulk. Would be nice if have another choice besides delete when selecting many at once.
SDP Request Automations & Timer Actions
Hi all, I would like to create an automation that's triggered when an email is sent and received. I've tried using Notification Rules but it only gives errors: What I'm trying to implement: 1. When a user sends a reply to a request: There's a standard
Tasks in API
How do I mark a task as resolved rather then closed using the API? Closed seems to be the only option in the examples. _closed closes a task and can be used in a pinch, but I would rather set the task to resolved.
Get user information from BBDD - Service Desk
Hello, I’m having a problem with the data in the ServiceDesk tables. Whilst checking the database, I’ve managed to retrieve the old users’ job categories and associated extension numbers, but for new users, I can’t find that information. Can you tell
Request Notifications for "Shared With" Technicians
Hi, Is it possible for request notifications (via email) to be sent to any technicians that a ticket is shared with, as well as the ticket owner? Scenario: Technician A is assigned a ticket, but Technician B (in a different support group) has input in
User deletion
When a user (requester or technician) is deleted from the application, how does the application preserve and represent his associated historical data? Specifically: What happens to tickets, tasks, approvals and conversations that were previously linked
Enable anonymous responses in general surveys to encourage honest feedback
In general, anonymous surveys encourage honest feedback by keeping users identities hidden. When users know their identity is not revealed, they are more likely to share genuine opinions even if they are critical or sensitive. This increases participation
Page Script table
Could you please tell me which database table Page Scripts are stored in?”
Hola, tengo problemas para hacer la subida de version del ServiceDesk Plus
Hola esto es mi situación: debo hacer la subida de versión. actualmente tengo la Versión 14.2 Construir 14205 y debo subirlo a la: 15.2 Construir 15270. El detalle es que a su vez demo de mover la conexión de la BBDD a otro servidor, intente hacerlo pero
Get Tasks via API.
How I Can Get total number of open and closed tasks grouped by owner from ServiceDesk Plus API.? Owner, Open Tasks, Closed Tasks
When adding a Note can we set Show this note to Requester as checked by default?
We want all notes to be public, available on the Portal, by default. When adding a Note how can we set Show this note to Requester as checked by default? Thanks, Mike
Change Technician back to Requestor
I am using the free standard edition license with no issues but how do I change someone from a technician back to a requestor only. It does not give me an option to change back to requestor like it did to change a requestor to a technician.
Add Task Template via API
How I can Add Task Template via API?
Technician not receiving set up email
I set up the free free standard edition license with no issues but I am trying to add a technician. He is not receiving the invite email and I have tried multiple times. Email message trace isnt showing anything as well. Any tips?
Consulta Técnica – Endpoint /notifications del API genera envío de correo no deseado al solicitante
Actualmente estamos realizando una integración de un sistema de automatización de help desk con ServiceDesk Plus On-Premises utilizando la API REST v3. Luego de actualizar un ticket, llamamos al endpoint POST /api/v3/requests/{id}/notifications con type:
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