Dear Sir/Madam,

Quite recently we have started using the ManageEngine ServiceDesk Plus (pro) module in our company. So far we're rather satisfied, some minor issues but nothing big. However there is one issue I cannot seem to resolve permanently. 

Some users (eventhough their accounts are no different from the other users, all user accounts have been imported from Active Directory) are unable to add requests. They can log in, create a request and fill in the required fields but as soon as they click the "add request" button nothing happens. When they click the clear/reset request button however, this works perfectly fine (to dissatisfaction of some users, haha).

I managed to fix it by deleting the user from the list of requesters and adding the user manually, this usually doesn't work straight away and has to be done a couple of times in order to fix it. Is this a bug? Can it be permanently fixed by adjusting a parameter for example?

Looking forward to hear from you!

Best regards,

Arie Jan