[Community Digest] ServiceDesk Plus - April 2020
Here is the recap of activities that happened in the month of April 2020! Product news: End of Life for API v1 for the request module Build releases - 11110, 11111, 11112 and their Release notes. User Education and Resources: Quick tips to create an effective remote access plan for your organization 7 ITIL® 4 tips for service professionals by the ITIL 4 co-author | ITIL 4 overview, benefits & more Configuring CIs, CI types, and relationships using CMDB in ServiceDesk Plus Our star PitStopper Gary
Deprecating Older API Versions
Hi All, All APIs provided by Desktop Central will be migrated from versions 1.0 and 1.1 to 1.2 and 1.3. Versions 1.2 and 1.3 are both supported for all API URIs, but it is recommended to use v1.3. We request all our users to migrate to the newer versions as soon as possible; the older versions will become non-functional with the upcoming build releases. The difference in structure of APIs is as follows: Old: Server_name/api/1.0(or 1.1)/desktop/authentication New: Server_name/api/1.2(or 1.3)/desktop/authentication
Extending our Live Chat support
Dear users, We are all dealing with the uncertainty around COVID-19 impacting people and countries around the world, teams everywhere are moving to remote work. We are committed to helping our users in all possible ways during this crisis. In addition to our online chat support for the US time zone, we have now extended our chat support for the UK time zone. Our support agents can be reached instantly on our support portal during the window of time mentioned below, Europe Time Window: US Time Window:
Critical issue while deploying Cisco Webex patch
Hello everyone, The Cisco Webex patch with Patch ID 313977 was released on Apr-28-2020 at 04:40 pm GMT. Regrettably, on installing this patch in certain machines, few of our customers got in touch with us stating a few issues. Following this, the patch was removed from the Vulnerability Manager Plus repository on the morning of Apr-29-2020, for further analysis of the situation. Issue when deploying Cisco Webex patch: Customers who have synced the database and deployed the Cisco Webex patch
Critical issue while deploying Cisco Webex patch
Hello everyone, The Cisco Webex patch with Patch ID 313977 was released on Apr-28-2020 at 04:40 pm GMT. Regrettably, on installing this patch in certain machines, few of our customers got in touch with us stating a few issues. Following this, the patch was removed from the Patch Manager Plus repository on the morning of Apr-29-2020, for further analysis of the situation. Issue when deploying Cisco Webex patch: Customers who have synced the database and deployed the Cisco Webex patch in the
ManageEngine OpManager is offering free, 24x7 tech support to its customers
Greetings from the ManageEngine OpManager team! Due to the global pandemic, maintaining business continuity has become quite tricky. Network uptime monitoring, bandwidth monitoring, firewall log analysis, port monitoring, and VPN management have all become major challenges now that IT admins have to carry these out while working remotely. During uncertain times like these, we all need to do our part to help. ManageEngine wants to do its part by increasing the availability of its support team. OpManager's
RecoveryManager Plus rolls out Build 6015
We are glad to release the latest version of RecoveryManager Plus build 6015 which adds a couple of new features and enhancements. New features: Backup storage in Azure: Store your Office 365 and Exchange backups in Azure Blob Storage and Azure file shares. Custom technician roles: Curate your own technician roles and provide varying levels of administrative privileges to end users based on your needs. Enhancements: Database backup: You can now backup Elasticsearch nodes configured in the product.
All Windows versions compromised due to critical Zero-day vulnerabilities
Hello folks, Two critical zero-day vulnerabilities have been discovered in Windows Adobe Type Manager Library. Both these vulnerabilities are unpatched and allows attackers to take remote control of the systems affected (Remote Code Execution vulnerability). As of now, the attacks are not widespread and only limited targeted systems are hit. Versions affected All versions of the Windows Operating system is susceptible to attacks including Windows version 10, 8.1, 7, and Server 2008, 2012, 2016,
[DidYouKnow-36] Contract Management life cycle
ServiceDesk Plus Contract Management helps you to organize and centralize contract tracking. The primary objective of contract management is to maintain a complete record of contracts of your organization with third-party vendors. You can track different types of contracts that are for lease, software licenses, support, maintenance, warranty, etc. Contract Management life cycle: New contract submission: You can create a new contract at [Contracts tab -> New contract ] provide the details of your
[Blog] Critical System Failure using Request Life Cycle: A Short Overview
Critical Systems Failure is a phrase that even the most experienced IT professionals do not want to hear. Imagine your first day as an IT engineer with your team, and a file server storing all your critical data has crashed. How would you and your team react? Of course, there were Disaster Recovery arrangements in place and you have hopes of getting it online with the least overhead cost to the business. However, who has the authorization to execute the DR plans? Who has the permissions and skill
ManageEngine recognized in Gartner Magic Quadrant for Application Performance Monitoring, again!
We are pleased to announce that leading analyst firm, Gartner, has recognized ManageEngine in its Magic Quadrant for Application Performance Monitoring for the eighth time in a decade! Download the report here Organizations need an optimal application performance monitoring tool to ensure a quality end-user experience. In the Magic Quadrant report, we believe Gartner provides detailed evaluations of 15 vendors based on specific criteria such as digital experience monitoring (DEM); application discovery,
ServiceDesk Plus MSP - version 10.5 - Build - 10506 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10506. Please refer to the Migration path table available here and upgrade to our latest build 10506. Issues Fixed XSS Vulnerabilities are fixed. CSRF Vulnerabilities are fixed. Privilege escalation vulnerabilities are fixed. SDPMSP-14905: Unable to view a Request in certain cases is fixed. SDPMSP-14883: Upgrade from 10500 to 10504 / 10505 got failed is fixed. SDPMSP-14746: SQL injection vulnerability detected in the unused sources
[Survey] The state of ITSM in the COVID-19 pandemic
Dear Users, We hope you are safe and healthy. Since organizations around the world have mandated work-from-home policies for their workers, IT teams are facing new challenges in delivering services effectively. To understand how IT service desk teams have risen to the occasion, we have decided to conduct a five-minute survey among IT admins and service desk staff to record their experience with remote work, especially in the areas of remote support tools, automation and self-service, and IT budgets
[Tips & Tricks] Ensure your business continuity using ServiceDesk Plus
As the world embraces the remote work policies due to the coronavirus pandemic, ServiceDesk Plus Team would like to help you in BCP. Here are some of the key features in ServiceDesk which will help you to to do this, Service Request: > Backup Approver: Having a backup approver set, the application automatically delegates the approval process in case of technician unavailability > ZIA approval: ZIA is a learning AI assistant that can take the approval process based on the keywords in the email. As
Chrome fixes critical vulnerabilities in the latest stable channel update
Hello everyone, Google Chrome stable channel has been updated to 81.0.4044.129 for Windows, Mac, and Linux. This update comes with security fixes for two critical vulnerabilities. The details of the vulnerabilities are as follows: CVE-ID Vulnerability Severity CVE-2020-6461 Use after free in storage High CVE-2020-6462 Use after free in task scheduling High To patch these vulnerabilities, initiate a sync between the Vulnerability Manager Plus server and the Central Patch repository. Search
Chrome fixes critical vulnerabilities in the latest stable channel update
Hello everyone, Google Chrome stable channel has been updated to 81.0.4044.129 for Windows, Mac, and Linux. This update comes with security fixes for two critical vulnerabilities. The details of the vulnerabilities are as follows: CVE-ID Vulnerability Severity CVE-2020-6461 Use after free in storage High CVE-2020-6462 Use after free in task scheduling High To patch these vulnerabilities, initiate a sync between the Desktop Central server and the Central Patch repository. Search for the following
Chrome fixes critical vulnerabilities in the latest stable channel update
Hello everyone, Google Chrome stable channel has been updated to 81.0.4044.129 for Windows, Mac, and Linux. This update comes with security fixes for two critical vulnerabilities. The details of the vulnerabilities are as follows: CVE-ID Vulnerability Severity CVE-2020-6461 Use after free in storage High CVE-2020-6462 Use after free in task scheduling High To patch these vulnerabilities, initiate a sync between the Patch Manager Plus server and the Central Patch repository. Search for the
[Tips & Tricks] Quick actions in ServiceDesk
As the name suggests you can do all the basic ServiceDesk Plus actions quickly in a single click using the Quick Actions option. Being a ServiceDesk Plus admin or technician, you should be doing a lot of multi-tasking on a day to day basis. While working on an Incident you might be getting the task of scanning a new asset or send a quick message regarding an outage or add a new software license or add a new solution in the application. In such scenarios, switching to other modules and going to the
[DidYouKnow-35] Customize request templates
Colors can make you look away or draw you in. It has the ability to create emotions as powerful as music can. Colors help us instantly understand our environment. It is fundamentally important to our everyday life as it is all around us all the time, helps the human mind to relate and respond to our world. With ServiceDesk Plus build 11110, we introduced an enhancement to customize request templates with colors, fonts, font sizes, background color, label placements and so on.
Fix for Security Issue in Mobile Device Manager Plus MSP
Mobile Device Manager Plus MSP has fixed an arbitrary file upload vulnerability. This vulnerability could otherwise have allowed a malicious user to upload any file without proper validation in the Windows app dependency file upload functionality. To exploit this vulnerability, the user must authenticate themselves by logging in to the Mobile Device Manager Plus MSP console; they also need permissions to add apps to the App Repository. These two prerequisites reduce the chance of someone exploiting
Fix for Security Issue in Mobile Device Manager Plus
Mobile Device Manager Plus has fixed an arbitrary file upload vulnerability. This vulnerability could otherwise have allowed a malicious user to upload any file without proper validation in the Windows app dependency file upload functionality. To exploit this vulnerability, the user must authenticate themselves by logging in to the Mobile Device Manager Plus console; they also need permissions to add apps to the App Repository. These two prerequisites reduce the chance of someone exploiting this
Important Notice for users migrating to 11108
Dear User, We deeply regret the inconvenience caused. We have identified an issue with this 11108 migration and this ppm has been revoked from our site. Users who had installed build 9.2 or older and had gradually migrated to 11106 will face migration issue while upgrading to 11108. We have identified the issue and are working on a fix. So we request users who had downloaded the ppm, to not apply it in their environment. Customers who started on builds greater than 9.2 and gradually had upgraded
[On-demand webinar] IT admin's guide to enabling organizational visibility
Sign up to watch our on-demand webinar on how IT admins can enable cross-functional visibility across the organization. During the session, we'll show you how analytics can help, Eliminate complex compliance, monitoring, and visibility issues. Efficiently unify disparate and complex business data spread across departments and functions. Provide decision-makers with a comprehensive overview via cross-functional reports and dashboards. Secure access to critical business data based on roles and permissions.
Chrome releases stable channel update to address critical vulnerabilities
Hello everyone, Google has updated its Chrome stable channel to 81.0.4044.122 for Windows, Mac, and Linux. This update comes with fixes for three critical vulnerabilities CVE ID Vulnerability Severity CVE-2020-6458 Out of bounds read and write in PDFium High CVE-2020-6459 Use after free in payments High CVE-2020-6460 Insufficient data validation in URL formatting High To patch these vulnerabilities using Vulnerability Manager Plus, initiate a sync between the Vulnerability Manager Plus server
Chrome releases stable channel update to address critical vulnerabilities
Hello everyone, Google has updated its Chrome stable channel to 81.0.4044.122 for Windows, Mac, and Linux. This update comes with fixes for three critical vulnerabilities CVE ID Vulnerability Severity CVE-2020-6458 Out of bounds read and write in PDFium High CVE-2020-6459 Use after free in payments High CVE-2020-6460 Insufficient data validation in URL formatting High To patch these vulnerabilities using Patch Manager Plus, initiate a sync between the Patch Manager Plus server and the Central
Chrome releases stable channel update to address critical vulnerabilities
Hello everyone, Google has updated its Chrome stable channel to 81.0.4044.122 for Windows, Mac, and Linux. This update comes with fixes for three critical vulnerabilities CVE ID Vulnerability Severity CVE-2020-6458 Out of bounds read and write in PDFium High CVE-2020-6459 Use after free in payments High CVE-2020-6460 Insufficient data validation in URL formatting High To patch these vulnerabilities using Desktop Central, initiate a sync between the Desktop Central server and the Central Patch
ServiceDesk Plus 11110 Released
Dear Users, We are glad to announce the release of latest servicepack 11110 for ServiceDesk Plus. This servicepack includes new enhancements , behaviour changes and Issue fixes. Enhancements : Unified Activities for Request & Tasks Technicians can now view requests in Classic View or choose to view both requests and tasks in Combined View, depending on their convenience. Click here to learn more about the classic view and click here to learn more about the combined view. Move Requests Across Instances
ServiceDesk Plus MSP - version 10.5 - Build - 10504 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10504. Please refer to the Migration path table available here and upgrade to our latest build 10504. Issues Fixed XSS Vulnerabilities are fixed. CSRF Vulnerabilities are fixed. SDPMSP-14522 : Unable to edit an account, when the site name has special characters. SDPMSP-14614 : We have restricted the usage of unpublished V3 API's. Behavior changes SDPMSP-14622 : As informed earlier, Support for Mobile client (/mc) is completely
[Blog] Search Engine Optimization (SEO)
What is Search Engine Optimization and what it does? You may have heard about SEO, but you are not quite sure what it means and does. Or maybe you are not that sure how it helps you attain your goals. Whenever you type a question in the browser and hit the enter button, this query will go to search engines like Google, Bing, Yahoo and so on. The search engine returns a number of results to the related query term. If you have ever think of why some sites rank better
[ForYourInformation -1]:New customization in Service Catalog layout
We all know and felt that the Catalog Layout seen by the users when creating requests felt a little outdated. We have often hoped for a catalog that is customizable and pleasing to look at. That will be easy for the users to see, understand and select the correct option easily. To address all the above, we have brought a brand new look and feel to our catalog layout. Now you can modify the way the Service Catalog items displayed as and also alter the sequence of the categories and their templates.
[Tips & Tricks]Achieving maximum success with Employee Onboarding
One of the most important asset of any company is its people. So, it definitely makes sense to have a very well designed Onboarding process /policy to ensure the whole process is as easy as saying ABC. Some of the challenges we've seen when it comes to Onboarding are: Lack of information about the new employee Lack of Job delegation to the right teams Lack of communication among teams Let's find out how ServiceDesk Plus helps with Employee Onboarding. HR logs into ServiceDesk Plus (using their AD
[Tips & Tricks] ServiceDesk Plus Service Tool Kit
Ever Wondered what these exquisite and unique tabs on the application are capable of. They have a wide variety of hidden features that you can explore. Here are some of the options that you get in the community tab specifically which would be pretty much handy on a day to day basis. Lets split the Community Tab into 3 further Chunks. 1.Knowledge Enlightenment and Product Enhancement Enhance yourself and the application with 3 different options in this section. Community: You can check out the
A summary of the latest enhancements in ServiceDesk Plus!
The latest enhancements in ServiceDesk Plus revolve around a wide range of areas such as OLAs, notifications, custom views, chat, integrations and so on. Read on to know what they are. 1. OAuth: Configure the mail server with Modern Authentication (OAuth 2.0), a standard that apps can use to provide “secure delegated access”. Learn More>> 2. Add images to notes: 3. Support for Always on Availability Group (AOAG) for MSSQL instances: The "Always On Availability Group" acts as a backup server in case
Learn surefire ways to tackle application performance issues!
Application performance is one of the most critical component that helps ensure business continuity. Complete visibility into the application is required to quickly identify and resolve issues that might cause performance problems down the road. This webinar will delve into the intricacies of server, application, VM, database, and cloud monitoring. REGISTER NOW Time: 11am EDT | 6am GMT Training schedule: May 05, 2020 - Overcome real-time Server
[ManageEngine ITOM Webinar] Is your network ready to handle a remote workforce?
Businesses all over the world are shifting their operations to a remote work model amidst the COVID-19 lockdown. However while switching to remote work, businesses face certain complications such as application slowdown, network security, constant configuration changes, insufficient VPN capacity, poor end user experience, and inability to scale mobile IT devices for remote employees. To combat this and ensure business continuity, IT administrators need to remodel their IT infrastructure. This webinar
[Blog] Project Management guide for Startups
Let's extol all IT project managers, who had worked over a decade. In their earlier days of IT, they would have mastered classic tools like spreadsheets, emails, and presentation software, in order to manage and maintain projects, manually performing repetitive tasks will certainly be tedious. Technology has revolutionized our world and daily lives. Today we have sophisticated Project Management with endless automation. Project Management - The Scope of planning, organizing, and controlling resources
Patch Tuesday April 2020 - updates breakdown
Hello guys, Here is a quick breakdown of the April Patch Tuesday updates New Security Bulletins : 2020-04 Servicing Stack Update for Windows Server 2019 and Windows 10 Version 1809 (KB4549947) 2020-04 Servicing Stack Update for Windows 10 Version 1607 and Windows Server 2016 (KB4550994) 2020-04 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4552152) 2020-04 Servicing Stack Update for Windows 10 Version 1909 and Windows Server, version 1909 (KB4552152) 2020-04
Google chrome patches critical vulnerability - CVE-2020-6457
Hello folks, Chrome has updated its stable channel to 81.0.4044.113 for Windows, Mac, and Linux systems. This update includes the security fix for the critical vulnerability CVE-2020-6457. This is a use-after free vulnerability in Speech recognizer component in Google Chrome. A remote attacker who exploits this vulnerability can create a specially crafted web page and trick victims into clicking it, triggering the use-after-free error to execute arbitrary codes on the target systems. Initiate
Google chrome patches critical vulnerability - CVE-2020-6457
Hello folks, Chrome has updated its stable channel to 81.0.4044.113 for Windows, Mac, and Linux systems. This update includes the security fix for the critical vulnerability CVE-2020-6457. This is a use-after free vulnerability in Speech recognizer component in Google Chrome. A remote attacker who exploits this vulnerability can create a specially crafted web page and trick victims into clicking it, triggering the use-after-free error to execute arbitrary codes on the target systems. Initiate
Google chrome patches critical vulnerability - CVE-2020-6457
Hello folks, Chrome has updated its stable channel to 81.0.4044.113 for Windows, Mac, and Linux systems. This update includes the security fix for the critical vulnerability CVE-2020-6457. This is a use-after free vulnerability in Speech recognizer component in Google Chrome. A remote attacker who exploits this vulnerability can create a specially crafted web page and trick victims into clicking it, triggering the use-after-free error to execute arbitrary codes on the target systems. Initiate
Next Page