[Tips & Tricks] A guide on Exporting and Importing tickets
In certain scenarios, we may require tickets alone to be exported from ServiceDesk Plus leaving other configurations ( like SLA, Business Rule, Priority, etc). This exported tickets can be imported to a test environment or 3rd party applications. This article will give you guidelines on methods of tickets export and import. Tickets can be export in 2 ways 1. Export tickets from the requests list view: The Ticket Export feature allows you to export tickets based on the selected Request type and Request
ServiceDesk Plus MSP - version 10.5 - Build - 10500 Released
Dear User(s) Greetings of the day. We are glad to announce the availability of SDP MSP Major release - 10.5 (Build - 10500). We thank all users and partners who provided your valuable feedback and continuous support in all aspects. Please read the below points carefully before upgrading the SDP MSP installation. We highly recommend you to do the upgrade in a test environment first. After a successful upgrade, you can just restore the upgraded database into a new installation and make it as a Production
[ForYourInformation -7] Copy request templates
Hello folks, Have you ever caught yourself sitting in the office, staring at the ceiling, pondering how you can, to put it bluntly, ‘wrestle down’ your template creation process? It is undeniable that the process of template creation is never-ending. In this blog post, you will find a hint to this conundrum. Creating a new template from scratch every time leads to consuming valuable time. Instead, copying/replicating a similar template and make necessary changes to it helps us save a lot of time.
[Tips & Tricks] Best practices for deleting technicians
In a constantly changing environment, technicians come and go, and when it is time for them to depart how do you best maintain your support lines of communication? This article describes best practices for maintaining your lines of communication with your users after a technician departs your team. The following are the steps you will want to take when deleting a technician from your helpdesk: Reassign the Technician's tickets Changing the Technician as requester Deleting the Technician's account
[Community Digest] ServiceDesk Plus - July 2020
Happy new month wishes from us! Wish you all to leave old troubles alone and enter into a new month with fresh ideas and enthusiasm, with this quote Let's recap all the activities that happened in July 2020. Version and Build releases: We had 2 build releases 11121 (Released on 08 July 2020) 11122 (Released on 28 July 2020) check this link for more details Behaviour Changes: MDM Integration: To avoid factory reset devices from MDM getting detected as new devices in ServiceDesk Plus, the
[Community Tools] ServiceDesk Plus ChatBot
Let me introduce our New ServiceDesk Plus ChatBot No more long waiting for email replies or callbacks from the support team. Now ChatBot can instantly provide answers to your question and problem related to ServiceDesk Plus. You just need to land at our ManageEngine Pitstop home page to initiate the Chat, either from your Laptop, Desktop, Mobile, etc. ServiceDesk Plus ChatBot is designed with (AI) Artificial Intelligence and (NLP) Natural Language Processing features. It has self-learning capabilities
Exchange Reporter Plus build 5512 released with security fixes
Hello Everyone! We are glad to announce the release of the latest build of Exchange Reporter Plus. Exchange Reporter Plus fixes various vulnerability issues including privilege escalation, CSRF security token handling and XSS issues. Regards, Exchange Reporter Plus Team
Security updates released for Firefox 79 and Firefox ESR 68.11
Hello everyone, Mozilla has fixed several security vulnerabilities in Firefox 79 and Firefox ESR 68.11. The details of the vulnerabilities are as follows: CVE ID Vulnerability Severity CVE-2020-15652 Potential leak of redirect targets when loading scripts in a worker High CVE-2020-6514 WebRTC data channel leaks internal address to peer High CVE-2020-15655 Extension APIs could be used to bypass Same-Origin Policy High CVE-2020-15653 Bypassing iframe sandbox when allowing
Security updates released for Firefox 79 and Firefox ESR 68.11
Hello everyone, Mozilla has fixed several security vulnerabilities in Firefox 79 and Firefox ESR 68.11. The details of the vulnerabilities are as follows: CVE ID Vulnerability Severity CVE-2020-15652 Potential leak of redirect targets when loading scripts in a worker High CVE-2020-6514 WebRTC data channel leaks internal address to peer High CVE-2020-15655 Extension APIs could be used to bypass Same-Origin Policy High CVE-2020-15653 Bypassing iframe sandbox when allowing
Security updates released for Firefox 79 and Firefox ESR 68.11
Hello everyone, Mozilla has fixed several security vulnerabilities in Firefox 79 and Firefox ESR 68.11. The details of the vulnerabilities are as follows: CVE ID Vulnerability Severity CVE-2020-15652 Potential leak of redirect targets when loading scripts in a worker High CVE-2020-6514 WebRTC data channel leaks internal address to peer High CVE-2020-15655 Extension APIs could be used to bypass Same-Origin Policy High CVE-2020-15653 Bypassing iframe sandbox when allowing
Chrome updated to stable channel 84.0.4147.105
Hello everyone, Google Chrome has been updated to stable channel 84.0.4147.105 for Windows, macOS, and Linux. This update fixes several security vulnerabilities, the details of the same are presented below: CVE ID Vulnerability Severity CVE-2020-6537 Type Confusion in V8 High CVE-2020-6538 Inappropriate implementation in WebView High CVE-2020-6532 Use after free in SCTP High CVE-2020-6539 Use after free in CSS High CVE-2020-6540 Heap buffer overflow in Skia High
Chrome updated to stable channel 84.0.4147.105
Hello everyone, Google Chrome has been updated to stable channel 84.0.4147.105 for Windows, macOS, and Linux. This update fixes several security vulnerabilities, the details of the same are presented below: CVE ID Vulnerability Severity CVE-2020-6537 Type Confusion in V8 High CVE-2020-6538 Inappropriate implementation in WebView High CVE-2020-6532 Use after free in SCTP High CVE-2020-6539 Use after free in CSS High CVE-2020-6540 Heap buffer overflow in Skia High
Chrome updated to stable channel 84.0.4147.105
Hello everyone, Google Chrome has been updated to stable channel 84.0.4147.105 for Windows, macOS, and Linux. This update fixes several security vulnerabilities, the details of the same are presented below: CVE ID Vulnerability Severity CVE-2020-6537 Type Confusion in V8 High CVE-2020-6538 Inappropriate implementation in WebView High CVE-2020-6532 Use after free in SCTP High CVE-2020-6539 Use after free in CSS High CVE-2020-6540 Heap buffer overflow in Skia High
[Tips & Tricks] Task template behaviour changes before and after 11107 build
Task template before 11107 build Task Template: [Admin tab >>Helpdesk Customizer >> Task Template] It's a commonplace where you organize and maintain, task templates for different modules like request, problem, project, and change. You can delete old and unwanted task templates from the list view. In order to mark a particular template as inactive, you have to select and edit the particular template. Enable "Mark this Template Inactive" The task templates cannot be sectionalized based on different
Security Advisory for ManageEngine Applications Manager 14.6
This is a security advisory for all ManageEngine Applications Manager users below build number 14685 ('Support' tab -> Install Information -> Build Number). We recommend you to upgrade to the latest version of Applications Manager to avoid the security vulnerabilities described below. Severity: Critical Affected versions: Below 14684 Please note that the versions other than the ones mentioned above remain unaffected by the vulnerability. Issue reported: Unauthorized access by bypassing the authentication
Fixes to multiple vulnerabilities
Hello everyone, Greetings, Multiple vulnerabilities have been fixed and released in Desktop Central build 10.0.532. Here is the Knowledge Base article for your reference: https://www.manageengine.com/products/desktop-central/multiple-vulnerabilities-fix.html #securityupdate-dc If you need assistance, please reach us via desktopcentral-support@manageengine.com Kind regards, Desktop Central team
End of Support for macOS 10.7 (Lion) and 10.8 (Mountain Lion)
Hi everyone, As you might already know, Apple has stopped supporting macOS 10.7 (Lion) and 10.8 (Mountain Lion) from 2014 and 2016 respectively. They no longer provide any security patches/updates. However, Desktop Central continues to support devices running on those operating systems at least till date. We are introducing new and advanced features and frameworks that are not compatible in macOS 10.7 (Lion) and macOS 10.8 (Mountain Lion) operating systems. These will be introduced in all Desktop
[Tips & Tricks] Show/Hide sections in a request form using FaFR
Scenario : To show/hide sections in a request form based on user departments. In this scenario users from 2 departments, "Business Analyst" and "Technical Analyst" will be using a service template "New Laptop" to submit service tickets for their need for a new Laptop. The service template is configured with multiple sections based on department fields. Using the following script, 2 different fields and form rules have been configured. When the user from each department loads the request form, the
[Expert-led webinar] 4 key components critical to the future of PAM
Hi all, Privileged access management (PAM) has assumed a critical role in protecting the most valuable data assets within enterprises from theft, data loss, and unauthorized access. However, in order to keep pace with today's digital transformation and cater to agile working processes, organizations need to think beyond conventional PAM solutions, such as credential vaulting and shared account password management, and progress towards making PAM an integral part of their overall IT operations. To
[Expert-led webinar] 4 key components critical to the future of PAM
Hi all, Privileged access management (PAM) has assumed a critical role in protecting the most valuable data assets within enterprises from theft, data loss, and unauthorized access. However, in order to keep pace with today's digital transformation and cater to agile working processes, organizations need to think beyond conventional PAM solutions, such as credential vaulting and shared account password management, and progress towards making PAM an integral part of their overall IT operations. To
[SDF-88992, SDF-62870] [What's Cooking] Upcoming new features and enhancements
Hello users, We are glad to inform you that some exciting and most awaited features listed below are lined up for the release with the upcoming service packs. You can try these features on our Beta site and share your valuable feedback. 1) Cancel Request (Request Details Page > Action > Cancel Request) 2) User Theme personalization (My Profile > Theme Personalization) 3) Portal Theme personalization (Admin > Theme) 4) Force Password Reset for new user (ESM Directory > General settings > Security
[ESM] How to move a request from one instance to another Instance
There could be numerous scenarios where there would be a need to move a request from one ESM instance to another instance. Consider two instances - SDP Helpdesk and SDP Facilities. A user unknowingly submits a request related to SDP Helpdesk in SDP Facilities, in this case, it would not make sense to create a new request in the facilities desk. Hence, we have come up with an HTML script that allows you to move a request from one instance to another instance. Steps: 1. Copy the attached move_ticket_esm.html
[ForYourInformation -27] Multi SLA feature for Service Templates
We have enhanced the SLA feature with "Associate or Add SLAs" for Service templates, the new feature allows us to add more SLAs to Service templates. The requester will be allowed to choose the SLA on Service ticket submission. This feature will play
[DidYouKnow-40] Option given for requesters to select SLA on Service Request submission can be disabled
Multi SLA feature for Service requests was introduced in 11005 builds of ServiceDesk Plus. In this feature, requesters on submitting a Service request can select SLA from the given list configured for the particular service template. You may know more about the Multi SLA feature. Based on our customer needs, we enhanced the Multi SLA feature with the option to enable/disable Multi SLA for requester and technicians. Reference id's SDF-55748: Option to disable the SLA time stamp banner for requesters
[Free e-book] Guide to data democratization
Hello folks, We're delighted to bring you our latest e-book, Guide to data democratization. In this e-book, we discuss the challenges faced by enterprises in handling the deluge of data coming in and suggest several helpful frameworks for democratizing data to facilitate data-driven decision-making.
AlarmsOne | Updated pricing
Hi there, AlarmsOne's prices are being adjusted to align with the product's current capabilities. There are also changes in the free credits provided in the Basic and Premium plans. All price changes in this announcement are effective August 15, 2020. Existing subscriptions will follow the existing pricing plan till the next renewal. Please reach out to us at support@alarmsone.com if you have any questions. Cheers, AlarmsOne
Security updates for Microsoft Edge (Chromium - based)
Hello everyone, Security updates for Microsoft Edge (Chromium-based) has been released to fix several vulnerabilities. The details of the vulnerabilities addressed are as follows: CVE-ID Vulnerability details Severity CVE-2020-6510 Heap buffer overflow in background fetch Critical CVE-2020-6511 Side-channel information leakage in content security policy High CVE-2020-6512 Type Confusion in V8 High CVE-2020-6513 Heap buffer overflow in PDFium High CVE-2020-6514
Security updates for Microsoft Edge (Chromium - based)
Hello everyone, Security updates for Microsoft Edge (Chromium-based) has been released to fix several vulnerabilities. The details of the vulnerabilities addressed are as follows: CVE-ID Vulnerability details Severity CVE-2020-6510 Heap buffer overflow in background fetch Critical CVE-2020-6511 Side-channel information leakage in content security policy High CVE-2020-6512 Type Confusion in V8 High CVE-2020-6513 Heap buffer overflow in PDFium High CVE-2020-6514
Security updates for Microsoft Edge (Chromium - based)
Hello everyone, Security updates for Microsoft Edge (Chromium-based) has been released to fix several vulnerabilities. The details of the vulnerabilities addressed are as follows: CVE-ID Vulnerability details Severity CVE-2020-6510 Heap buffer overflow in background fetch Critical CVE-2020-6511 Side-channel information leakage in content security policy High CVE-2020-6512 Type Confusion in V8 High CVE-2020-6513 Heap buffer overflow in PDFium High CVE-2020-6514
Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks. Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks. Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks. Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks. Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
Critical remote code execution vulnerability in Windows DNS server (CVE-2020-1350)
Hello there, Patch Tuesday July 2020 comes with a fix for the critical vulnerability CVE-2020-1350 in Windows DNS Server. This vulnerability is classified 'wormable' and has been given a CVSS score of 10. Cause of this vulnerability: This vulnerability exists due to the improper handling of requests by Windows Domain Name System (DNS) Servers. Impact of this vulnerability: To exploit this vulnerability, an unauthenticated attacker should send malicious requests to a Windows DNS server.
Critical remote code execution vulnerability in Windows DNS server (CVE-2020-1350)
Hello there, Patch Tuesday July 2020 comes with a fix for the critical vulnerability CVE-2020-1350 in Windows DNS Server. This vulnerability is classified 'wormable' and has been given a CVSS score of 10. Cause of this vulnerability: This vulnerability exists due to the improper handling of requests by Windows Domain Name System (DNS) Servers. Impact of this vulnerability: To exploit this vulnerability, an unauthenticated attacker should send malicious requests to a Windows DNS server.
Critical remote code execution vulnerability in Windows DNS server (CVE-2020-1350)
Hello there, Patch Tuesday July 2020 comes with a fix for the critical vulnerability CVE-2020-1350 in Windows DNS Server. This vulnerability is classified 'wormable' and has been given a CVSS score of 10. Cause of this vulnerability: This vulnerability exists due to the improper handling of requests by Windows Domain Name System (DNS) Servers. Impact of this vulnerability: To exploit this vulnerability, an unauthenticated attacker should send malicious requests to a Windows DNS server.
[Tips & Tricks] A simple guide on text formatting toolbar
The purpose of formatted text on an email or ticket reply is to enhance the presentation of information. Good formatting distinguishes different parts of your text and helps viewers take in your message. You can apply formatting on every element of the content, from a single character to an entire paragraph. Body text needs to be readable and easy on the eyes. Headings should be big and bold, and they should also be consistent throughout the document. Important lines need to be highlighted. Quotes
Patch Tuesday July 2020 - Supported updates
Hello everyone, Below is breakdown of all the updates released this Patch Tuesday. New Security Bulletins : 2020-07 Servicing Stack Update for Windows 10 Version 1809 and Windows Server 2019 (KB4558997) 2020-07 Servicing Stack Update for Windows 10 Version 1803 (KB4565552) 2020-07 Servicing Stack Update for Windows 10 Version 1709 (KB4565553) 2020-07 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4565554) 2020-07 Servicing Stack Update for Windows 10 Version
Patch Tuesday July 2020 - Supported updates
Hello everyone, Below is breakdown of all the updates released this Patch Tuesday. New Security Bulletins : 2020-07 Servicing Stack Update for Windows 10 Version 1809 and Windows Server 2019 (KB4558997) 2020-07 Servicing Stack Update for Windows 10 Version 1803 (KB4565552) 2020-07 Servicing Stack Update for Windows 10 Version 1709 (KB4565553) 2020-07 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4565554) 2020-07 Servicing Stack Update for Windows 10 Version
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