I am writing to you with a problem we have encountered while using the ServiceDesk Plus product. We have been using your system successfully for over a year, however, an issue has recently arisen that is making our job much more difficult.

When creating a new service request or incident report in our ServiceDesk Plus portal, we have found that the service categories and incident templates we developed disappear and are replaced by others we did not create. In addition, additional fields appear to be populated, such as Asset(s), which we also did not enter information into.

This problem occurs only when regular users log in, while logging in technical support specialists restores all settings to normal. We have tried to solve this problem on our own, but without success, and now we are hoping for your help.