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
Why does Integration-keys use Technician names in History?
When I create a Integration key I set a name for it. Then if I use that Integration key, requests created with that Integration gets Created by whomever is set as "Owned by" in the Integration key view. That just doesn't make any sense. It's the integration
API Integration Key enhancements
Dear all, We are happy to share another set of features and enhancements for integration key which has been planned for the release. As you may already know, the integration key is primarily used as an API key to allow external applications or custom
Automated Close and Existing Resolved Tickets
Hi all, If I enable the automated close feature in Service Desk, will it only affect new requests, or will it close all past tickets that are set to Resolved? This will be important for me to know, we have a large number of requests with the resolved
Email Commands - One Additional Field Not Populating
I'm doing some testing of using email commands with additional fields. I have an incident template with a fair number of custom fields on it, and most of the fields are working fine. This includes a mix of text, date, and select fields. However, I have
Technicians - Request view within own Group
Hi Is it possible to configure Service Desk + so that Technicians can only view/update Incidents and Service Requests within their own Group.
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Hi there, Still relying on gut instincts for IT decisions? You need GenAI-driven analytics. GenAI is reshaping the way IT teams work. From smarter forecasting to anomaly detection, it helps organizations forecast service disruptions, find an outage's
Multi-select Project Additional Fields
We would love to have multi-select project additional fields just like requests. We have several use cases: Align projects to more than one strategic goal. We currently have a Strategic goal pick list field, but can only select one A Stakeholder Groups field so that we can select from one or more major stakeholder groups (e.g. Staff, Faculty, Students, Community etc) for projects. I'm sure there are others that want this feature for similar reasons.
Global Rich Text Area Settings
Hello all, We are happy to announce that our team is planning to introduce the Global Rich Text Area Settings feature in an upcoming service pack. This feature ensures a consistent Rich Text Area format across the entire application. As illustrated in
User Audit Logs
User log audits play a vital role in IT Service Management (ITSM) for several reasons such as security, compliance and effective troubleshooting. They offer a detailed record of user actions, supporting accountability, identifying potential security risks
New version 14303 - still broke. Surprise and sadness continues...
Hi Installed the new release 14303 on our dev server today. One of the items listed in the readme was: · SD-99034 : In rich text editor, hitting backspace after adding a line break reverts the font to Roboto. I had big dreams of writing an email to my
Latest version - reply / forward template now doesn't allow ...
Hi We upgraded to version 14105. Working fine but my technicians are complaining that the new reply / forward pop up you can no longer be moved: we were previously able to move the reply pop up over to another screen and write our responses while looking/navigating
Approval tracking in project management?
Is there any ability to track approvals in the project management module? Can you assign approvers to a task or milestone to track approvals? This is a key requirement for our SOX SDLC, and if we are to use the project management module to track ongoing work in our department, we'll need a way to have end users "approve" requirements, testing and release plans. Can this be done in 8.2? 9.0? Thanks.
Masterclass 2025: Episode 4 - Streamlining critical ITSM practices with no-code low-code automations in ServiceDesk Plus [May 29]
Hi there, In the fourth episode of Masterclass 2025, learn to automate critical ITSM practices end-to-end with no-code automations and low-code components. We will go over how to configure business rules, setup SLAs, and other essential automations that
Currently on 14600 trying to upgrade to 14840 but it is not going through.
Currently on 14600 trying to upgrade to 14840 but it is not going through.
Ability to see screenshots in worklogs
Currently only the user that puts in the worklog or an administrator can see a screenshot that is pasted into a worklog. Is there a way for other technicians to be able to see these screenshots without granting them adminstrator access. I looked at role
How to make Worklog Type required field
Is it possible to set the "Worklog Type" field as "required" in the Worklog entry? Thanks,
SDP Premises Not Working
Hello, We Are Installed SDP In our systems and after succesfull installation i got an icon on desktop " ManageEngine ServiceDesk " and try to open but its not working but while on sucessfull installation checkbox "launch application" the software stuck
Delete Users
How can I delete all users from the Users list in my Dev instance.?
Integration SDP to Analytic Error | Api Credentials Error occured
Clear resolution if a status changes
Dear team, if there a way that a resolution can be cleared using a business rule if a ticket status changes . ie. from awaiting end user to open I have a default template that we have a standard resolution in and we have a business rule that moves the
[SD-107072, SDF-108469] New Send Notification window in 14102
Hi The new Send Notification window in 14102 is really bad. When I responding to a request. In previous version I could resize window, scroll the request I responding to and move it to other monitor. In 14102 nothing of this is possible. It is stuck at
Font inconsistencies, no global font type and size configuration setting
Hi, Unfortunately we are on the latest version of Service Desk Plus on premises and still noticing a lot of messy font type and size inconsistencies.. For example, even though all notification templates are set to Calibri 11, when requestors create tickets
Error 1013 - schema is inconsistant
Hi Trying to install version 14810 - Stale connections? Anybody else tried this new version yet? Any ideas? or submit a ticket?
Software License Tracking
Like many organizations it's easy to get bogged down with tracking assets and licenses. I'd like to see what some of you all are using to track software license usage. We have multiple software types (O365, Adobe, AutoCAD) as examples that each has their
Change Default Focus Field on Incident Template
I have just noticed that for our requesters when they begin to fill out a request the default focus field is always the Subject field, regardless of its location on the incident template. In some cases, there may be many fields further up on the page,
Asset Report with Firmware
Hello, I can see that some of the assets we scan have an entry for firmware, but I can't figure out where that's stored in the database. I have this query report, which pulls everything I need except the firmware. Any idea what I need to add to it? Thanks!
[SDF-83747] Digital signature when user gets assigned asset
Hello , I am looking for a way get users to digitally sign ( lets name it a contract) when they get a asset assigned. I know this can be done within the template but cannot find out a easy way. Any tips ?
Script to Create Text File
I would like to be able to create a text (specifically Ansible Playbook or YAML file) file from a request. For example, a request is made filling out the Ansible requirements. From that request and using the SDP variables, a YAML file is created and saved
Endpoint Central: free edition installation
Hi, Team, A customer of mine wants the Endpoint Central agents just for inventory purposes on SDP. Can we install the Endpoint Central on a dedicated server or does it need to be installed on the SDP server? Thanks
How to Populate "Product Types", "Product Names" and "Assets" on Request Additional Fields?
Dear All, Is it possible to populate "Product Type" at first selection and it auto. populate its related "Product Names" in second request additional field. Once the Product name is selected, it auto. populate's In-Store "Asset Name" on the third request
[Mastering Analytics Plus 6.0 webinar series] Explore IT’s first decision intelligence platform
Hi there, We are thrilled to kick off the first session of our upcoming five-part webinar series, where we walk through Analytics Plus 6.0—IT’s first-ever decision intelligence platform. While traditional analytics stop at telling you what happened, decision
Alert: Users of 14900 build
Alert on an issue that is present in 14900. Upgrade to this build to be stopped. Dear Users, Prior to build 14900, Additional Fields were stored in tables Workorder_Fields and Workorder_Multi_Fields,ServiceReq_id with values of picklist and multi select
[SD-84669] Focus of window gets lost due to auto save
Hello When we for example write a long reply to a message, the system does an auto save of what we are writing after some time. Every time this happens, the focus of the window gets lost and without clicking again on the window, we can not continue writing.
Report Error on Run
Good Day All reports fail with the below error Your Version : 14.9 Build 14970 Database: PGSQL
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