ESM - Viewing all Organization Admin users
Hi, New to using ESM, but is it possible to easily view all users that are 'Organization Admin'. The only way I see this this info is a small crown next to the user in the Users list. Don't really want to go through 7000 users to see which users have
SDP User assets history
Hi, I wonder how can i generate a report of user's assets history, including assets that are re-assigned, expired, disposed? including Asset name, Product, Product Type, date of assignment/ unassignment? Thank you. Drason
ServiceDesk Plus 15100 Download
Has anyone been able to update to 15100? I haven't been able to find the servicepack to download and on the webpage it only has 14980 available to download. Would love to be able to update to the current version if someone knows where it's hiding at?
15.1 15100 Availability for Free Users?
What is the availability for 15.1 15100 for free users?
How can i view only hardware workstation changed
Hi Everyone, I have a requirement from my leaders, they wanna know the report for summary hardware change in Asset, and they wanna trigger a notiification when user self change Hardware. Anybody recommend a workaround for this case
How to query technician operation logs
Hello， Today, a technician exported some requests, but found that all work orders were changed to this technician. I want to know how to query the technician's action log
How to check log who download attachment file?
We are currently conducting a security prevention check and would like to request your support in identifying how we can track or audit the download of attachment files from our ServiceDesk Plus application. Could you please advise whether there is a
14500 to 14600 Upgrade Fail
Hi , I keep getting errors while updating from version 14500 to version 14600. Log files are attached. Could you please check?
Integrating SDP on premise with PRTG
Greetings Dear Community, I Would like to know if it is possible to integrate SDP with PRTG Monitoring tool. To explain further. I would like to implement this configuration, when a monitored device goes down, it automatically creates a ticket in SDP
Outgoing Emails Failing in ServiceDesk Plus
Dear ServiceDesk Plus Support, We are currently experiencing a critical issue with our ServiceDesk Plus instance. Most of the outgoing emails are failing to send. The following error message: Sending notification failed for notifyType : RequestResolved
How to monitor Smart Phones in Asset Explorer
Hello, We want to add Smart Phones to Asset Explorer. Is there any way to do it without it being done manually? And for it to get information from the device? Thanks, regards.
Reply & Resolution Template - usage metering
Hi ALL We have my many Reply & Resolution Templates. How we can get report of usage each of them ? 14970 DB = MS SQL
Asset Audit Feature in on-prem SDP
The cloud version of SDP seems to have an Asset Audit feature to verify the existence/location of assets, and includes the ability to scan the barcodes of assets for verification. However, I'm having trouble locating this feature (or a similar one) in
Upgrade Failure From 14980 to 15100
Hi Friends, I started the upgrade process and got a pop-up window saying that the upgrade was prevented due to few inconsistencies in the asset module data. See the attached image. How can I fix this problem?
Report Request: Current Approval Stage and Approver name
Hi, I am writing to request a query report that provides visibility into current approval workflows within requests in servicedesk plus We need this report to track the progress of active requests and identify any potential bottlenecks. Please generate
Using a Page Script to get the requesters login_name
Hello! I am trying to use a Page script to make a button that will link to our internal employee site and open the requesters profile card. The site is example.com/login_name The problem is that the login_name is not always firstname.lastname and primary
Can't upgrade from 14840 to 14970 -- Signature does not match with any valid certificates
Every time I attempt to upgrade from 14.840 to 14.970 using ManageEngine_ServiceDesk_Plus_14970_SP-0.ppm I get this error I have downloaded the cert here: https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html > Version
My Aging Request by technician report is not working
Hi My Aging Request by technician report is not working. The error is: Invalid object name 'WorkOrder_Threaded'. SELECT au.FIRST_NAME 'Associate', (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID
Updating to 15.1
I started the update process and received a popup that left me unsure as how to proceed. See attached screen shot.
End of Life Announcement for Microsoft Exchange Web Services (EWS) for Exchange Online
Dear users, We would like to bring to your attention that Microsoft has frozen developments and enhancements for their Exchange Web Services (EWS) for Exchange Online and Office 365 were frozen back in 2018 itself and will retire this service from October
15.1 Build 15100 ???
So my service desk shows 15.1 Build 15100 as the latest version of the service desk software. However I seem to be having some trouble finding the update, I am currently running 14.9 Build 14980 any direction on where I get the 15.1 upgrade?
Unified Task & Request list
Hi there, We're starting to encourage the use of Tasks as a method of breaking Requests down into chunks and delegating those chunks to other technicians. An problem that has come up is that technicians no longer have a single place to see all the things they have to do. The request list does not contain tasks, and the Home > Show all tasks list does not show requests. It would be extremely useful to be able to have a view that lists a user's requests and tasks as a general "To-do" list.
Is there a way to prevent requester notification if a request is created with a "Closed" status?
Many requests we create never have an "Open" status; they are merely created for posterity and reference with the status of "Closed." Upon creation with the "Closed" status, our requester immediately receives two emails--the first informing that a request
Visibility requests when requester is in 2 departments
Hello ManageEngine Team, we have some users in the company who work in 2 departments. If i activate the setting for the user "Requester allowed to view: All their Departments request" then this User who is a member of 2 departments can only see the tickets
View enhancement in Requests
Hello SDP Team, I have a suggestion for an enhancement that I believe would significantly improve our accessibility I propose adding a pin option to the information panel on the right-hand side of the request view. This would allow the ticket details
Relpy to clarifications
Dear ServiceDesk Support Team, I hope this email finds you well. I am writing to report significant usability problems in the order of clarification replies on the servicedesk Plus platform. The feature that allows requesters to respond to an approver's
[On-demand webinar] Supercharging ITSM with ITOM integration
Hey IT folks, Have you been facing ITSM challenges that make efficient service delivery feel like a constant uphill battle? Tickets lack context, slowing down troubleshooting. CMDB updates are delayed due to manual processes, increasing audit risks. Critical
[SDF-61192] System field "Emails to Notify" should return user name and not user email
System field "Emails to Notify" should return user name and not user email. When adding someone to this recipients list, users always struggle as they do not recognize colleagues by their mail addressed, which can be something like ABCD124@companymail.com.
Disable default request for Technician
Hi, Please help us to disable the default request en servicedesk Plus, we managed to disable this feature for requesters but now we need to disable it for technician too exept administrator Regards
Message ID - Turn off matching
Hi Is it possible to turn off the mailbox feature that matches replies via the Email Message ID. We are happy just for email replies to be matched on the ## reference only. Thanks
Cannot able to Upload Attachment through Postman PUT REST API's
Dear All, We've upgraded our build to "14980" and we've noticed that PUT REST API's to upload the attachment doesn't work anymore through Postman. Regards, Wajahath Farooq
Why does this custom query only return pending approvals from year 2022?
Hi Everyone, Would like to ask why this custom query only returns 2022 tickets rather than all tickets that has pending approvals? SELECT wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", dpt.DEPTNAME AS "Department", wo.TITLE AS "Subject",
[Tips & Tricks] Sending out approval notifications with request attachments
We frequently receive requests about sending notifications that include request attachments to recipients beyond the designated approvers, either during or after the approval process. This enables recipients to quickly review relevant documents without
Text labels on forms
We have a number of custom forms where we would like to display custom text the user cannot alter. We were able to do this on our very old in-house developed service desk application. For example, on some forms we need to have a notice that the user is making a formal, legal declaration when they submit the form. I am currently using a custom field as a text box but this is watseful of those boxes. I suggest adding an extra set of "additional fields" for forms that allow text to be displayed
Request Reply icon not good
Hi Just updated till 14970 and I have got bad complaints from my support team about the new reply icon on requests. The number is way to big, it hide the envelope and the new conversation counter is very bad. Ok, I see that there is 2 conversations above
Services desk upgrade failed!
Been using Service desk for a few years we also pay for Endpoint manager but use the free service desk. Not very happy not able to raise a ticket! Anyway the upgrade process has broken my service desk. "Problem occurred during previous patch installation
Unmerge tickets in SDP and revert tickets to original job numbers
Hi there. Once of our technicians has accidentally merged a few tickets in SDP 9314. Is there a way to "unmerge" these tickets and assign their original ticket numbers, notes, follow up emails etc? I realise there is the 'split as new' option but that isn't appropriate in this instance and I want to make sure that the original data is preserved as it was entered. I've looked through the forums and I don't really see an answer for this, I do note that people have been asking for this option for many
Can I delete a conversation within a ticket?
Can I delete a conversation within a ticket?
Masterclass 2025: Episode 5 - Ask me anything (AMA) session with the ServiceDesk Plus team [Jun 26]
Hi there, In the fifth episode of Masterclass 2025, we will showcase all the latest features released in ServiceDesk Plus since the beginning of the year, followed by an AMA session where Vishnu Priya Kumaresh, global head of customer success and product
SUPPORT??
Our system is down and we cannot get support - goes to voice mail. No chat, no call back - no support at all. Used to be you could always get support. What has happened? Can we expect this to be remedied or not?
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