Collection of KB's(Tips&Tricks, Blogs, ForYourInformation and Did You Know)
Tips & Tricks: Simple way to search requests submitted by a specific requester ServiceDesk Plus built-in scribble pad can save you time everyday Auto-approving a change Minimize the number of clicks in ServiceDesk Plus HelpDesk Admin A usher to requesters Event & Task Reminders from ServiceDesk Link and Merge Requests Sending out custom notifications made easy Encrypt documents generated from ServiceDesk Plus High time to snub manual translations Viewing/Searching request activities is no longer
Problematic updates found in February Patch Tuesday release
Hello everyone, Three standalone security updates released as part of the February Patch Tuesday cycle were found to be problematic. Known issues in KB4524244: The security update KB4524244 released for all versions of Windows 10 addresses an issue in which a third-party Unified Extensible Firmware Interface (UEFI) boot manager might expose UEFI-enabled computers to a security vulnerability. Microsoft has confirmed at least two known issues in the KB4524244: Using the “Reset this PC” feature,
Problematic updates found in February Patch Tuesday release
Hello everyone, Three standalone security updates released as part of the February Patch Tuesday cycle were found to be problematic. Known issues in KB4524244: The security update KB4524244 released for all versions of Windows 10 addresses an issue in which a third-party Unified Extensible Firmware Interface (UEFI) boot manager might expose UEFI-enabled computers to a security vulnerability. Microsoft has confirmed at least two known issues in the KB4524244: Using the “Reset this PC” feature,
Problematic updates found in February Patch Tuesday release
Hello everyone, Three standalone security updates released as part of the February Patch Tuesday cycle were found to be problematic. Known issues in KB4524244: The security update KB4524244 released for all versions of Windows 10 addresses an issue in which a third-party Unified Extensible Firmware Interface (UEFI) boot manager might expose UEFI-enabled computers to a security vulnerability. Microsoft has confirmed at least two known issues in the KB4524244: Using the “Reset this PC” feature,
[Tips & Tricks] Few chat enhancement released with build 11006
The following are the Chat feature enhancements available from build 11006. You can now add hyperlinks to a chat We have added the function to include or exclude chat for sites, groups, and technicians in [Admin -> Chat settings] Requesters can now close an unpicked chat which will be marked as a missed chat. After the technician accepts the chat request, the attachment icon becomes available for the request. In case the technician does not pick up the request within the stipulated time, it becomes
Next Release : Problem Life Cycle Management & Problem Templates
Dear Users, The next major release of ServiceDesk Plus Cloud will include "Problem Life Cycle Management & Problem Templates". Below is the brief summary of enhancements : Problem Life Cycle Problem life cycle allows admins to design a problem resolution process with built-in guidance for help desk technicians. Through a simple drag and drop process, the SDAdmin can create a visual process builder and define the resolution process. You can create, discuss, and rework the process drafts before publishing
Firefox 73 released with fixes for high-severity security vulnerabilities
Hello everyone, Mozilla has released Firefox 73 to the stable desktop channel for Windows, macOS, and Linux operating systems with several new features and security fixes for some high-severity vulnerabilities. What's new in Firefox 73? Following are the new features included in the latest release of Mozilla Firefox. Global default zoom setting High contrast theme improvements Improved audio quality New DoH provider - Next DNS and more Security vulnerabilities fixed Here's the list
Firefox 73 released with fixes for high-severity security vulnerabilities
Hello everyone, Mozilla has released Firefox 73 to the stable desktop channel for Windows, macOS, and Linux operating systems with several new features and security fixes for some high-severity vulnerabilities. What's new in Firefox 73? Following are the new features included in the latest release of Mozilla Firefox. Global default zoom setting High contrast theme improvements Improved audio quality New DoH provider - Next DNS and more Security vulnerabilities fixed Here's the list
Firefox 73 released with fixes for high-severity security vulnerabilities
Hello everyone, Mozilla has released Firefox 73 to the stable desktop channel for Windows, macOS, and Linux operating systems with several new features and security fixes for some high-severity vulnerabilities. What's new in Firefox 73? Following are the new features included in the latest release of Mozilla Firefox. Global default zoom setting High contrast theme improvements Improved audio quality New DoH provider - Next DNS and more Security vulnerabilities fixed Here's the list
Mobile Device Manager Plus- Free Training
Join us on 3rd, 10th and 17th March 2020 at 6:30 GMT or 11:30 EST for a free training session on ManageEngine's enterprise mobility management solution - Mobile Device Manager Plus! Following topics will be covered on March 03: Device Onboarding and Provisioning: Enrollment methods to manage BYOD and corporate devices Applying corporate configurations like VPN, e-mail and Wi-Fi to devices Containerizing corporate data on personally-owned devices Monitoring devices accessing organization's corporate
Patch Tuesday Updates for February 2020!
Hello everyone, Given below are all the updates released on this month's Patch Tuesday! New Security Bulletins : 2020-02 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4538674) 2020-02 Servicing Stack Update for Windows 10 Version 1909 and Windows Server, version 1909 (KB4538674) 2020-02 Servicing Stack Update for Windows 7 and Windows Server 2008 R2 (KB4537829) (ESU) 2020-02 Servicing Stack Update for Windows Server 2008 (KB4537830) (ESU) 2020-02 Cumulative
Patch Tuesday Updates for February 2020
Hello everyone! Given below all the updates released for this month's Patch Tuesday. New Security Bulletins : 2020-02 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4538674) 2020-02 Servicing Stack Update for Windows 10 Version 1909 and Windows Server, version 1909 (KB4538674) 2020-02 Servicing Stack Update for Windows 7 and Windows Server 2008 R2 (KB4537829) (ESU) 2020-02 Servicing Stack Update for Windows Server 2008 (KB4537830) (ESU) 2020-02 Cumulative Update
[DidYouKnow-24] Add images and description to service template resources
With build 11100, we released an enhancement to add images to all available resources in the Service Template. Service catalog shopping model that provides an appealing visual experience to the users. This enhancement enables administrators to add multiple images and a description to the resources in the service template. Here are a few screenshots that provide better insights, From the self-service portal, users can go through the images and descriptions
Patch Tuesday Forecast for February 2020!
Hi everyone! There are some major updates from Microsoft coming our way this Patch Tuesday. As per usual, OS and office updates are scheduled but in addition, there's going to be special attention given to SharePoint, Exchange and SQL components as well. With Valentine's day nearly underway, tune in to ManageEngine's FREE Patch Tuesday webinar this February 13th to get the scoop on which patches are the perfect match for your endpoints! Register now! Cheers from ManageEngine
Update now to Chrome 80 to quash an array of security issues
Hello folks, Google Chrome has rolled out Chrome 80 (Chrome 80.0.3987.87) to the Stable channel for the Windows, macOS, Linux, Chrome OS, iOS, and Android platforms. This update resolves a bunch of security issues and also contains bug fixes, and new features. What's new? Included in this update are new features such as a new secure-by-default cookie classification system, auto-upgraded mixed content, text URL fragments, SVG favicons, and more. Here's a list of CVEs resolved in this update: CVE-2019-18197
[Community Digest] ServiceDesk Plus - January 2020
Happy New Year!! We hope you all had a great start in 2020! We welcome you all to the ServiceDesk Plus monthly digest for January! Here is a quick recap on a few KB Articles, Announcements, Blogs, Popular forum posts and much more... Version and Build releases: New version 11100 (Released on 20th January 2020) for more details click on the link given below. https://pitstop.manageengine.com/portal/community/topic/servicedesk-plus-11100-released New builds, 11010 and 11101 (Released on
Update now to Chrome 80 to quash an array of security issues
Hello folks, Google Chrome has rolled out Chrome 80 (Chrome 80.0.3987.87) to the Stable channel for the Windows, macOS, Linux, Chrome OS, iOS, and Android platforms. This update resolves a bunch of security issues and also contains bug fixes, and new features. What's new? Included in this update are new features such as a new secure-by-default cookie classification system, auto-upgraded mixed content, text URL fragments, SVG favicons, and more. Here's a list of CVEs resolved in this update:
Update now to Chrome 80 to quash an array of security issues
Hello folks, Google Chrome has rolled out Chrome 80 (Chrome 80.0.3987.87) to the Stable channel for the Windows, macOS, Linux, Chrome OS, iOS, and Android platforms. This update resolves a bunch of security issues and also contains bug fixes, and new features. What's new? Included in this update are new features such as a new secure-by-default cookie classification system, auto-upgraded mixed content, text URL fragments, SVG favicons, and more. Here's a list of CVEs resolved in this update: CVE-2019-18197
[Free webinar] The secret to delivering exceptional customer service
The primary goal of any help desk is to deliver exceptional customer service. But how do you do it? Join us for a free webinar on February 27, 2020, to learn how you can leverage advanced analytics to: Perform cross-module analytics and get a 360-degree view of your help desk Gather rich and deep insights on customer experience Make faster, better decisions to improve customer service and boost customer engagement Date: Feb 27, 2020 Time: 2pm AEDT | 11am GMT | 11am PST Duration: 30 minutes
ServiceDesk Plus MSP - version 10.5 - Build - 10501 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10501. Please refer to the Migration path table available here and upgrade to our latest build 10501. Enhancements SDPMSP-14235 : Option to set Group and technician in templates, even if multiple accounts are selected SDPMSP-14279 : Feature to add Additional fields to Dollar variables in Webhooks under Custom triggers. Support for below fields are available now : Incident and Service Catalog additional fields Requester Detail
Upgrade of our EU Data Center on February 1, 2020
Dear Customers, We have a upgrade on our primary Data Center in the EU on Feb 1st, 2020 from 7:30 PM GMT. This upgrade will help us serve far more efficiently. Sorry for the very short notice. During this upgrade, we will be switching ServiceDesk Plus Cloud to our secondary Data Center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, please let us know immediately at support-cloud@servicedeskplus.com.
Disable force update of Microsoft Search in Bing and Office 365ProPlus
Hello everyone, A recent update from Microsoft has announced that starting with Version 2002 of Office 365 ProPlus, an extension for Microsoft Search in Bing will be installed that makes Bing the default search engine for the Google Chrome web browser on devices whose IP address are present in the following locations. Australia Canada France Germany India United Kingdom United States This extension will be installed with new installations of Office 365 ProPlus or when existing installations of
Introducing ServiceDesk Plus MSP version 10.5: Time Sheet, Google Maps, Zoho Maps integration, and more
ServiceDesk Plus MSP 10.5 brings you some brand new features such as Time Sheet, field service management with Google and Zoho Maps integration, and the MSP Business Dashboard. Upgrade to the latest version of ServiceDesk Plus MSP now! Here are some highlights you can expect to see in the latest version of ServiceDesk Plus MSP: MSP Business Dashboard: Gain insights with a quick snapshot of key business and service desk metrics such as profits, billable and non-billable hours, top ten technicians,
[Tips & Tricks ]Automation to close a ticket when approval is "denied"
We have an Automation in ServiceDesk to close a ticket when its approval is "Denied". This feature is available from 9315 builds of ServiceDesk Plus. In general, the technician had to manually close or change the status of a ticket when it is denied by the approver. An admin of ServiceDesk can enable this option at [Admin tab -> request closing rules and enable "Close requests automatically if approval is denied." ] Click here to know about this feature. Next - [Tips & Tricks] Restrict editing
[ForYourInformation -6]:Help text fields will have a rich text area in Incident and Service Templates.
A Guide or Hint will always make people happier and comfortable, when they are in a new place or when they are looking for something specific. In a HelpDesk environment, often technicians would be burdened with new tickets submitted in an incorrect incident template and getting repeated calls for simple issues. Though we have several methods to spread the solution/workaround for issues, like user guides, knowledge base, etc, still users may need a handy guide. In Service Desk Plus we had the "Help
ManageEngine User Conference 2020 - Mumbai
Dear users, We are pleased to announce our first-ever Indian User Conference. Get ready to join us at the ITC Maratha, Mumbai for 2 days of learning, and fun! We'd love to see you in Mumbai for the ManageEngine UserConf '20 from Feb 5-6, 2020. It's going to be two days packed with expert keynotes, product demonstrations, a kickass bash, and more! We've even got an entire track dedicated to IT service management - click here to check out all the details. Highlights: Check out our latest products,
Internet Explorer zero-day vulnerability actively under-attack
Microsoft, on Friday, has published a security advisory detailing a zero-day vulnerability in Internet Explorer that's actively under attack. This vulnerability (CVE-2020-0674) is a scripting engine flaw which when exploited can lead to arbitrary code execution in the context of the current user. The flaw can be mitigated by restricting access to the JavaScript component JScript.dll, and there is no patch available so far. This forum thread will be updated with the patch information as soon as it's
RecoveryManager Plus rolls out Build 6005
Hello, Everyone! We are glad to release the latest version of RecoveryManager Plus build 6005 which comes with enhancements to the notification module and PST export. 1. Improved notification mails: You can now configure RecoveryManager Plus to send out notification mails with a PDF attachment that provides additional information on the status of all steps undertaken during any backup or restore operation performed in your Exchange organization/tenant, and SharePoint Online and OneDrive for Business
Winodws all set to initiate automatic upgrade to the latest 1909 feature pack
Hi everyone, The support for Windows 10 Home, Pro, Pro Education, and Pro for Workstations editions on 1809 ends May 12, 2020. Microsoft pushes computers running on the October 2018 update, version 1809, to update to the November 2019 update, version 1909 automatically. The process that will initiate this automatic update will be rolled out real soon, says Microsoft. In case of such automatic updates in a diverse network environment, there are high chances of incompatibilities. If you are using
Windows all set to initiate automatic upgrade to the latest 1909 feature pack
Hi everyone, The support for Windows 10 Home, Pro, Pro Education, and Pro for Workstations editions on 1809 ends May 12, 2020. Microsoft pushes computers running on the October 2018 update, version 1809, to update to the November 2019 update, version 1909 automatically. The process that will initiate this automatic update will be rolled out real soon, says Microsoft. In case of such automatic updates in a diverse network environment, there are high chances of incompatibilities. If you are using
Windows all set to initiate automatic upgrade to the latest 1909 feature pack
Hi everyone, The support for Windows 10 Home, Pro, Pro Education, and Pro for Workstations editions on 1809 ends May 12, 2020. Microsoft pushes computers running on the October 2018 update, version 1809, to update to the November 2019 update, version 1909 automatically. The process that will initiate this automatic update will be rolled out real soon, says Microsoft. In case of such automatic updates in a diverse network environment, there are high chances of incompatibilities. If you are using
[Blog] Importance of SLA in an IT organization
Working in an IT Organization we often come across the term SLA "Service Level Agreement" A quick guide on SLA and its benefits. SLA definition : Service Level Agreement is usually a formal or informal agreement between the tool vendor and the end-user of the service. It provides a clear picture of the timeline for customer's expectations while contacting the support team. When you purchase a new product let say a TV, which has a huge market. It's always tough to pick one. Some brands are top
ServiceDesk Plus 11100 Released
Dear Users, SDP 11100 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes : API V2 Removal : Rest API V2 will no longer be supported. Framework Upgrade Information : JRE Update : JRE updated from Oracle jre 1.8.152 to Zulu openjre 1.8.222 [This is a free version]. Enhancements : Resource Images Add images to all available resources in the Service Template. Resource Planning Under the Resource Management
[DidYouKnow -10] Loaning assets and tracking them made easy
Hello folks, Tracking the loaned assets has always been a tedious process as it involves a lot of paperworks. With ServiceDesk Plus, tracking loaned assets can be made tidy. This feature helps technicians to lend assets and manage them in a systematic way that provides the below-listed functionalities. To mark assets which can be loaned. To loan and return assets in bulk. Separate list view for loan expired assets. Notifications can be triggered when assets are loaned, assets are returned from loans,
[Blog] Importance of Request tagging
Tags are words or a combination of words that can be used to tag similar requests with keywords and group them together. Most helpdesk software comes with a tagging feature but not all use this handy feature to it’s fullest potential. This feature can be helpful in numerous ways, below are the two factors why is this substantial to a helpdesk team, Guidance in Quickly Answering Questions – As a helpdesk technician, your salient goal is to easily and quickly clear those tickets as efficiently as you
Mobile Device Manager Plus- Free Training
Join us on 23rd, 30th January and 6th February 2020 at 6:30 GMT or 11:30 EST for a free training session on ManageEngine's enterprise mobility management solution - Mobile Device Manager Plus! Following topics will be covered on January 23: Device Onboarding and Provisioning: Enrollment methods to manage BYOD and corporate devices Applying corporate configurations like VPN, e-mail and Wi-Fi to devices Containerizing corporate data on personally-owned devices Monitoring devices accessing organization's
[Blog] The Principle component of a HelpDesk Tool
Nowadays there are plenty of Helpdesk tools available in the market, they come with a wide range of features. Organizations deploying the Helpdesk tool should know the key components of a tool. An increase in users and retaining them are a crucial part of an organization's success story's. Yes, It's always important to set the right focus and understand what exactly your customer needs. Popular research on best ITSM tools states building a perfect Knowledge Base takes 70% of your support team's
Windows 7 ESU verification
Hello everyone, We posted an announcement earlier that mentioned the way in which the MAK key could be deployed using Desktop Central. This is a follow-up post on how to check if the ESU license has been installed. For the previous post, refer : https://pitstop.manageengine.com/portal/community/topic/tackle-windows-7-end-of-life-with-desktop-central-14-1-2020 Steps to verify if ESU license has been activated successfully Open command prompt. Type slmgr /dlv then press Enter. Verify the license status.
Internet Explorer zero-day vulnerability actively under-attack
Microsoft, on Friday, has published a security advisory detailing a zero-day vulnerability in Internet Explorer that's actively under attack. This vulnerability (CVE-2020-0674) is a scripting engine flaw which when exploited can lead to arbitrary code execution in the context of the current user. The flaw can be mitigated by restricting access to the JavaScript component JScript.dll, and there is no patch available so far. This forum thread will be updated with the patch information as soon as it's
Internet Explorer zero-day vulnerability actively under-attack
Microsoft, on Friday, has published a security advisory detailing a zero-day vulnerability in Internet Explorer that's actively under attack. This vulnerability (CVE-2020-0674) is a scripting engine flaw which when exploited can lead to arbitrary code execution in the context of the current user. The flaw can be mitigated by restricting access to the JavaScript component JScript.dll, and there is no patch available so far. This forum thread will be updated with the patch information as soon as it's
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