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
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).
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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.
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
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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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
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
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