[Term of the Day]:Quality Assurance
Term of the Day “Quality Assurance” Definition — What is QA? Quality Assurance (QA) is a systematic way of creating an environment to ensure that the software product being developed meets the quality requirements. The QA primarily focuses on improving the processes to deliver quality products to the customers. An organization has to ensure, that processes are efficient and effective as per the quality standards defined for software products. The standards and procedures of the QA program help
[ForYourInformation -49] Request template date field enhancement in build 11126
In ServiceDesk Plus, tickets can be classified as Incidents and Services. In general Incident, tickets will be raised in organizations by end-users for an unplanned event that disrupts the usual work or something that is not working properly or could be broken. Service tickets can be defined as a formal request from the user to avail of services that are offered by the organization. Like access to servers, access to an application, password reset, and much more. The Service and Incident templates
[Term of the Day]: Mean Time To Recovery (MTTR)
Term of the Day "Mean Time To Recovery" Definition — What is Mean Time To Recovery (MTTR)? MTTR, the acronym of Mean Time to Resolve (sometimes called mean time to restore) is a service level metric for both service desk and desktop support that measures the average elapsed time from when an incident is reported until the incident is resolved/closed. MTTR = (Total Hours of Downtime) / Total Number of Incidents So, let’s say our systems were down for 30 minutes in two separate incidents in a 24-hour
ServiceDesk Plus and Microsoft ATP Attachment Scanning
We have recently begun using Microsoft Advanced Threat Protection Attachment Scanning on all incoming email. We have discovered that this is not playing friendly with ServiceDesk. The issue is caused by the way that ATP will send the email along with a Preview link to the attachment rather than the full attachment. It will later replace that email with one that contains the full attachment, but by then ServiceDesk has already fetched the email and created the ticket with the preview link, which
How to link articles I create to other articles
I'm trying to make an article currently and I am trying to link an old article I made for reference to this new one. I try to copy url but it juts takes me back to the main screen. Any help would be awesome!
Elapsed time reporting requests by technicians
Elapsed time reporting requests by technicians Separately for: Daily, Weekly, Monthly report.
Service Desk Plus - Announcements - Possibility to be alerted when the announcement is removed / updated
On the Self Service Portal of the Service Desk Plus, in the Announcements section, it would be very usefull for end users to be able to "subscribe" to an announcement and be notified in his / her email when the announcement is removed or updated. If the announcement is reporting a global issue, the end users would then know when it has been resolved.
Update actual start and end dates of task based on the dates set for the related work logs
It will be very help to keep track the actual schedule of a task if the system can: Update the Actual Start Date of the Task with the earliest Start Date of the related Work Logs. Update the Actual End Date of the Task with the latest End Date of the related Work Logs.
[Term of the Day]: System Hardening
Term of the Day "System Hardening" Definition — What is System Hardening? System hardening, also known as hardening, refers to securing and configuring a system in such a way that it reduces its surface of vulnerability to a great extent. This is done largely by removing unnecessary software, hardening default credentials, disabling unnecessary services, and modifying other configuration parameters from default values so that the system works securely for a focused set of services. Hardening
[SDF-38713] Restrict each group to its assets
Hi, All technicians on a site can see all assets of that site. My scenario, for example, is that "help desk" group only sees workstations, "network" group sees only network equipment, and generally each group sees only its assets. software has a feature that only restrict request and change and does not include asset. Is there a solution to my scenario? Thanks.
Cant generate jssecacerts by gencert.bat. java.net.ConnectException: Connection refused: connect
Hi! I cant generate jssecacerts. What the problem? C:\ManageEngine\ServiceDesk>gencert.bat mail.intech.com:995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert mail.intech.com:995 Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\jssecacerts... Opening connection to mail.intech.com:995... Exception in thread "main" java.net.ConnectException: Connection refused: connect at java.net.DualStackPlainSocketImpl.connect0(Native Method) at java.net.DualStackPlainSocketImpl.socketConnect(Unknown
Detailed report to show template usage
Hi, Would it be possible to get a MSSQL query report that shows template usage, similar to this one? https://pitstop.manageengine.com/portal/en/community/topic/report-to-show-usage-of-templates With a few more details: Add the names of technicians. Add a period of time to cover specific months (June - August this year, inclusive). Group by technician. Kind regards, Alberto
CMDB Assign to Department Bug
There seems to be an issue when assigning assets to departments in bulk using the Actions > Assign to Department drop-down in CMDB. When doing it this way, the Asset State changes. When editing the assets one by one (by clicking on each asset > Edit), the Asset State does not change (as expected). Before Assign to Department: After Assign to Department: We are on Build 11125. Please let me know if you need more information. Thanks!
[Term of the Day]: Incident Response
Term of the Day "Incident Response" Definition — What is Incident Response? Incident response, also known as an IT incident, computer incident or security incident is the methodology an organization uses to address and manage the aftermath of a security breach or cyberattack. A cyberattack or security breach can wreak havoc potentially affecting customers, intellectual property company time and resources and brand value. The goal of the incident response is to handle the situation in a way that
Add multiple Request_ID in single criteria in filter defination
Hi, I want to define filter for request list and set multiple request id in one criteria like attached image. Please add it in next release. Thanks for helping
SDP "New Request" Widget missing in Portal Homepage
HI everybody, after upgrading to ver. 11 the "generic" "New Request" widget disappeared. Now there are 3 widget (Incident, Service request, solutions). This configuration it's non ideal for us... It's possible to restore or create a widget in homepage portal to link to directly Catalog ? thanks
How do we remove technicians from cc list
Hi Team, Often we receive an email sent to our ticket email address but they also cc various technicians into the email, so when we reply to the ticket it includes the technician in the reply email (which we can manually remove). Is there a way of removing the technicians from ticket so that they do not receive email replies? I'd be happy to do this automatically if possible, otherwise on a ticket by ticket basis. Thanks!
[SDF-88993] Adding Checklist to Request
We are currently on Version 11.1 Build 11125 I've created a checklist and added it to a template. However when I take a request that has already been created and change the template, it doesn't bring the checklist with it. And I'm also not able to add the checklist to any request like I would be able to with a task. There is no option to Add New or associate with the request. Is this by design? The only way I seem to be able to use the checklist is by creating a new request with the template that
Determine the weight for Incident requests
A technician has 10 Incident requests, each of which can be resolved within minutes. But another technician has 10 Incident requests, each of which requires several hours of work How to determine the weight for Incident requests?
Report on Purchase Requests
Need a query to run the report of Purchase Requests which will give me the details of Purchase Requests by their status.
Field and form rules in ServiceDesk Plus
I have ServiceDesk Plus Version 9.4 Build 9413, so I try to add cost estimations in my request but I can't so anyone have solutions note : I check this video https://www.youtube.com/watch?v=wM5T8GNhArY but still have the same issue
Restore SDP data by MS SQL backup file
Hi, I want to migrate old SDP server to new SDP server. When I backup "servicedesk" database by MS SQL Task -> Backup and restore it by Task->Restore, it's okay, But when I start SDP service by run.bat, show me error. For some reason, I can't use backup.bat and restoreData.bat. What should I do? SDP build 11.1.26 DB: MS SQL Thanks for helping
[Term of the Day]: Voice Search
Term of the Day “Voice Search” Definition — What is Voice Search? Voice Search has been in the market for more than a decade, the technology is majorly used in smartphone and smart device industries. Voice search is a technology that allows users to perform a search on the internet by verbally asking a question on a smartphone, smart device, or a computer. Voice Search uses speech recognition technology to understand what users are saying with high accuracy. It then gives results orally to
[Term of the Day]: Penetration Test
Term of the Day "Penetration Testing" Definition — What is Penetration Testing? Penetration testing also called pen testing is an ethical hacking that is attempted to exploit the vulnerabilities of a computer system, network or web application that an attacker could exploit. For example, this is like a bank hiring someone to dress as a burglar and try to break into their building and gain access to the vault. If the 'burglar' succeeds and gets into the bank or the vault, the bank will gain valuable
Scheduled Reports funtion sent duplicate email
Customer received 02 email same content when i set 'Scheduled Reports'. I check on Scheduled Reports, it just only one report
[SD-88631] Archiving failing
Our archiving routine seems to be hitting a lot of errors when it runs. Example (all the same error) as follows: Archivinig Failed for WorkOrder : 100667 Cannot insert the value NULL into column 'OUTSIDE_OPERATIONAL_HOUR', table 'xxxxxxxxxxxx.dbo.Arc_WorkOrder'; column does not allow nulls. INSERT fails. Any ideas on how to resolve? Running 11121 with SQL DB.
Date/Time numeric format in query!
Hi, When I cerate a query, all of our ticket's CREATEDTIME show up as "1169135575865" Also: Assessment start time, Assessment start time,TIMESPENT , and CREATEDTIME Why? SELECT wo.WORKORDERID AS "Request ID", au.FIRST_NAME AS "Assessment technician", woa.EXECUTEDTIME AS "Assessment start time", wti.ENDTIME AS "Assessment end time", wti.TIMESPENT AS "Time Spent", au1.FIRST_NAME AS "Assessment technician changed to", ao.FIRST_NAME AS "Technician changed by", aau.FIRST_NAME AS "Requester", cd.CATEGORYNAME
PostgresSQL failing during new server migration
Hello Guys, I am running ServiceDesk Plus 11.1 Build 11125 and currently trying to move the DB to a different virtual server. The new server has the same build installed and it runs fine after the initial installation. I have postgresSQL on both existing server and the new one. I am able to successfully backup from the old server but having trouble while decompressing those files in my newly built server. It fails to start the PostgresSQL. I'm not understanding how the DB is failing during restoring
System uptime report
Hi, Our security policy is that all users should turn off their workstation, fort his I'd like to generate daily report to check sysUpTime of each workstation. regs
[Term of the Day]: Computer Vision
Term of the Day “Computer Vision” Definition — What is CV? Computer Vision, often abbreviated as CV, is a field in computer science that falls under the umbrella of artificial intelligence (AI). The CV technology can process, analyze, and make sense of visual data (images or videos) in the same way that humans visualize. The concept of computer vision is based on teaching computers to process an image at a pixel level and understand it. Deep learning models enable machines to accurately identify
Glowroot
Hi, In version 11124, Glowroot has been added. How can it be used? How to view Glowroot web console? Thanks.
ServiceDesk Logon screen
Hello, I would like to know if there is any possibility to take out or eliminate the keep connected option on the logon screen. We are doing an integration of ServiceDesk with our internet page, and for security reason we don't want to keep users connected. So any new session has to start with new logon. Thanks in advance, Kornel Novak Mergulhão
Script to autocreate Worklogs
hi! Can you give a script , mentioned in this topic - https://pitstop.manageengine.com/portal/en/community/topic/script-master-22-auto-create-worklog-and-change-status-of-requests ? Link is dead :-(
[Term of the Day]: Dynamic data masking (DDM)
Term of the Day "Dynamic Data Masking" Definition — What is Dynamic Data Masking (DDM)? Dynamic data masking (DDM) or data redaction is a process that aims at obscuring or blocking out data that is personally identifiable or sensitive or confidential. DDM can be installed on the database to hide sensitive information of queries over the database, while the information in the database is not changed. It does this as it’s being retrieved from a database; it leaves the data in the database unchanged
Adding HTML in scripting within Field and Form Rules
I'm attempting to add some custom fields into the description of a request but need to be able to add some HTML language for formatting purposes into the script. The goal is to have the fields be formated as such: Custom field 1 - Data Custom field 2 - Data Custom field 3 - data Any suggestions would be great! Thank you
[Blog] Understanding the differences between Help Desk and Service Desk
IT is full of jargons and overwhelmed with abbreviations. Many people have heard of Help Desk (or "IT Help Desk") and Service Desk (or "IT Service Desk") or something else altogether, but how do they differ and which one is the best for their business? So, most users often bombard us with one question: "What’s the difference between an IT Help Desk and Service Desk?". In this blog, let’s discuss the differences between a Help Desk and a Service Desk in more detail. Up until the release of the Information
check if $reporting_to$ value and other values not empty
hi I modify the script to add the line. manager and the C level manager to the approval chain how even my organization is large and change continuously and some times some department general manager or in role-based defined resign so when it is going to his role it fine it empty so it will write in the approval stage his role name, not his email or his name like in the second stage I found $REPORTING_TO$ only without any value if any way to avoid this by alerting the user and reject his request
[Term of the Day]: Kanban
Term of the Day “Kanban” Definition — What is Kanban? Kanban is a visual system used to manage and keep track of a team’s workflow. The Kanban is commonly used in project management tools. It is an easy way of organizing entire team activities by breaking it down into tasks and visually representing various stages of progress. Everyone can see a clear picture of what has to be done, who is doing what, and what is already done. Kanban method emphasis increased project transparency and collaboration
[Term of the Day]: DLL (Dynamic Link Library) files
Term of the Day "Dynamic Link Library files" Definition — What are DLL (Dynamic Link Library) files? DLL, stands for "Dynamic Link Library" files designed and implemented by Microsoft for its operating systems for enhanced performance in terms of memory management and many other low-level definitions. A DLL file contains functions, classes, variables, UIs and resources (such as icons, images, files, ...) that an EXE, or other DLL uses. When a windows app developer writes an application he does
How to show date range on report
I'm using SDP 11125. I'm building a report and for one of the fields, I'm filtering by date for the last quarter. How can I get this report to show the date range being queried on the report so it's obvious what the date range is? Thanks!
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