[Tips & Tricks] Minimize the number of clicks in ServiceDesk Plus
Hello folks, Isn't it true that keyboard shortcuts bring smiles to our face as it helps make our work easy and smooth? Most of us love it for several reasons. It can get our work done faster Faster than just using a mouse More efficient than using a mouse in most cases Easier on hands Do not have to find home row again with mouse to attain a task Cool Geek factor and so on. How effective would this be if we get mastered on using keyboard shortcuts in ServiceDesk Plus. This minimizes the number of
ServiceDesk Plus 10015 Released
Dear Users, SDP 10015 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74252: You can disable the auto-attachment of files to the approval notifications of change requests.Click here to learn more. SDF-42737: Option to search the service template using keywords. Issues Fixed Vulnerability : SD-67820 : XSS vulnerability in attachment description of a change request. SD-77176 : XSS vulnerability under
Zero-day bug in Win32k component is being actively exploited
The zero-day vulnerability in Win32k component which was patched with this Month's Patch Tuesday is being actively exploited by attackers. This vulnerability was addressed by Microsoft in CVE-2019-0797 . The vulnerability: This is an Elevation of Privilege vulnerability found in the win32k that fails to handle objects in memory properly. If this zero-day vulnerability is exploited, the attacker could execute arbitrary codes in kernel mode. Solution: To stay secured from this exploit, Patch
Zero-day bug in Win32k component is being actively exploited
The zero-day vulnerability in Win32k component which was patched with this Month's Patch Tuesday is being actively exploited by attackers. This vulnerability was addressed by Microsoft in CVE-2019-0797 . The vulnerability: This is an Elevation of Privilege vulnerability found in the win32k that fails to handle objects in memory properly. If this zero-day vulnerability is exploited, the attacker could execute arbitrary codes in kernel mode. Solution: To stay secured from this exploit, Desktop
End-of-Support Announcement for OpManager build 11600
Hi, We are announcing the end of support for build 11600 on June 30, 2019. It is also updated in our EOL page. https://www.manageengine.com/network-monitoring/eol.html We request all our customers running in build 11600 to upgrade to the latest as soon as possible. We also have a consolidated service pack to upgrade 11600 build to 12.3.096. Thanks Gowrisankar
[Tips & Tricks] First Call Resolution (FCR) and its importance in the helpdesk
In most situations we had come across, customers tend to be impatient when they want any particular service or they need their issue to be resolved immediately. It doesn’t matter if they are calling service desk support, emailing, or chatting. They want
Chrome 73 to patch a huge list of critical vulnerabilities
Google Chrome has rolled out Chrome 73 for Windows, Mac and Linux. Around 60 security fixes are included in the Chrome 73.0.3683.75 update. Below is a highlighted list of fixes that address critical vulnerabilities: Workaround: Search for the following patch IDs: 309179 (for 32 bit) ,309181 (for 64) in Patch Manager Plus and deploy them immediately to stay secure against the above mentioned vulnerabilities.
Chrome 73 to patch a huge list of critical vulnerabilities
Google Chrome has rolled out Chrome 73 for Windows, Mac and Linux. Around 60 security fixes are included in the Chrome 73.0.3683.75 update. Below is a highlighted list of fixes that address critical vulnerabilities: Workaround: Search for the following patch IDs: 309179 (for 32 bit) ,309181 (for 64) in Desktop Central and deploy them immediately to stay secure against the above mentioned vulnerabilities.
Microsoft Patch Tuesday updates for March 2019
Good day. Quick update on the March 2019 Patch Tuesday. New Security Bulletins : 2019-03 Security Update for Adobe Flash Player for Windows (KB4489907) 2019-03 Security Only Quality Update for Windows Server 2008 (KB4489876) 2019-03 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4489885) 2019-03 Security Only Quality Update for Windows Server 2012 (KB4489884) 2019-03 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4489883) 2019-03 Cumulative Update
Microsoft Patch Tuesday updates for March 2019
Good day. Quick update on the March 2019 Patch Tuesday. New Security Bulletins : 2019-03 Security Update for Adobe Flash Player for Windows (KB4489907) 2019-03 Security Only Quality Update for Windows Server 2008 (KB4489876) 2019-03 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4489885) 2019-03 Security Only Quality Update for Windows Server 2012 (KB4489884) 2019-03 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4489883) 2019-03 Cumulative Update
[Tips & Tricks] Link and Merge Requests
Dear folks, I hope this post helps you understand the difference between merging and linking requests. Link Requests: This helps keeping track of multiple users reporting the same issue and resolve them together. With this feature, technicians can link several related tickets together to keep track of larger-scale issues. For instance, when you are receiving a huge number of requests on AD server down or receiving similar feature requests for quite a while, linking them together, communicating on
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
Next Release : Asset UI Enhancements
Dear Users, We are planning to release "Asset UI Enhancements" for ServiceDesk Plus Cloud and it will include below enhancements in respective ESM portals - IT Desk & Facilities Desk : Assets-UI Enhancements 1. Assets and Components sections added under Assets module. IT Desk - Classified into IT and Non-IT assets category. Facilities Desk - Categorized into facilities-based product classification (Safety, HVAC, Appliances). 2. A dashboard view of all the product types in the organization
SupportCenter Plus version 8.1 - Build - 8112 released
Dear User(s) We released SupportCenter Plus version 8.1 - Build - 8112. Please refer the Migration path table available here and upgrade to our latest build 8112. Enhancements made and Issues Fixed list is available here We fixed few Performance Issues in this release. Hence we request you to do the upgrade in a test environment first and based on the upgrade status, do the upgrade in the production later. Note : As a best Practice, please do the upgrade only in your Test environment and based on
[Powershell Script] Check uptime of Asset(s)
It's a common problem (atleast from my experience) that users don't turn off their PC's and when you ask "Have you tried turning it off and on again?" you can gurantee two things: 1. Their answer is "yes" 2. They're lying. So... I've created a script that pings any asset(s) recorded on a ticket and then either adds a note with it's last boot date and time or its offline status. This allows my team to confirm whether a device needs to be restarted or not without having to establish a remote connection
Update your Google Chrome to 72.0.3626.121 ASAP!
The Chrome Security team has released a fix for a highly critical vulnerability in Google Chrome (72.0.3626.121) with CVE-2019-5786 that could allow a remote attacker to execute arbitrary code and take full control of the computers. Please note that this vulnerability is being actively exploited. The Chrome security team reported the issue as a use-after-free vulnerability found in the FileReader component of the Chrome browser. The security team hasn't revealed any technical details of the vulnerability
Update your Google Chrome to 72.0.3626.121 ASAP!
The Chrome Security team has released a fix for a highly critical vulnerability in Google Chrome (72.0.3626.121)with CVE-2019-5786 that could allow a remote attacker to execute arbitrary code and take full control of the computers. Please note that this vulnerability is being actively exploited. The Chrome security team reported the issue as a use-after-free vulnerability found in the FileReader component of the Chrome browser. The security team hasn't revealed any technical details of the vulnerability
[Free e-book] Choosing the right chart for your IT data
Building great visualizations is a lot of work, and often times, quite confusing when you have a multitude of chart types to choose from. To help you solve this dilemma, we've put together an e-book to discuss the different chart types, and when to use them.
Add an Office 365 tenant to RecoveryManager Plus using an MFA enabled account
Problem When you use a multi-factor `authentication (MFA) enabled global admin account to add your Office 365 tenant with RecoveryManager Plus, using the password of the account during configuration will throw the error "Authentication failed". In such cases, you’ll have to provide the app password of the MFA enabled account. However, the app password is displayed when you enable MFA for the first time and cannot be retrieved again. If you do not have the app password, you’ll have to create a new
Applications Manager named a January 2019 Gartner Peer Insights Customers' Choice for Application Performance Monitoring Suites
We did it again! Applications Manager is psyched to be recognized as a January 2019 Gartner Peer Insights Customers' Choice for Application Performance Monitoring Suites. In order to be recognized as a Gartner Peer Insights Customers' Choice, APM vendors must have an average rating of 4.2 stars from a minimum of 50 reviews within a span of year. ManageEngine managed to bag 70 reviews with an average rating of 4.4. We were rated across four categories : Evaluation & Contracting, Integration & Deployment,
ServiceDesk Plus MSP - version 9.4 - Build - 9414 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9414. Please refer the Migration path table available here and upgrade to our latest build 9414. Major features : Survey Enhancements. Password Manager Pro Integration. Site24x7 integration with SDPMSP. Billable/non-billable worklogs in all modules. Ability to add Tasks from the Accounts page. Option to deduct allowance only from operational hours when diff charges are configured. Other features and Issues Fixed list is available
Unable to contact the MDM server from Android devices
If you are using MDM Cloud to manage devices running OS versions below Android 5.0 and these devices are unable to contact the MDM server for management related tasks and information, read this post for the resolution steps. Cause: Mobile Device Manager Plus makes use of TLS protocols for secure communication between the server and devices. We at Zoho have discontinued the use of TLS 1.0 and TLS 1.1 protocols with continued support for TLS 1.2 and above, for improved security. This update is necessary
Script Master - 13: How to automatically close requests that are in a specific status.
This week's script master post is about using Custom schedules feature which was released in our latest version 9300. The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized actions(specified in a customized script file) periodically. Each custom schedule can be given Query Reports as arguments to the script file. This enables access to the required data in ServiceDesk Plus through queries. You can even synchronize ServiceDesk Plus data with other third-party
[Announcement] : The free one day OpUtils Training is on March 27th, 2019!
[Announcement] : The free one day OpUtils Training is on March 27th, 2019! Hola Amigos! Are you a slave to your network - always peeking at it not knowing when it will create a huge mess and when you would end up cleaning up that mess? If you are, then ManageEngine OpUtils is the right solution for you. With the OpUtils training being a great success in 2018, we are carrying it forward to 2019 as well! This training covers in-depth and intensive training which will help you get into the bottom
Newsletter de Febrero!
¡Newsletter de Febrero! Actualízate sobre todas las novedades que tenemos este mes y recuerda inscribirte aquí para recibirlos mensualmente en tu buzón de correo.
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
Launching Vulnerability Manager Plus: Hunt down security loopholes with 100% precision
Amp up your endpoint security game with ManageEngine's all-new Vulnerability Manager Plus. Pinpoint, prioritize, and eliminate vulnerabilities with ease. With Vulnerability Manager Plus' 360-degree visibility, you can eliminate blind spots, uncover exposed areas of your network, and seal security loopholes before they lead to a breach. Vulnerability Manager Plus delivers the threat intelligence necessary to predict real risks from a plethora of vulnerabilities, and acts as a strategic partner in
[Tips & Tricks] Automation's in Service Desk which can replace Help desk coordinators role
Yes, in Service Desk we have quite a few features that can automatically assign tickets to an individual or a group. Let's discuss in detail. # Tickets can be assigned through incident and service templates. Smaller organizations with a handful of technicians
Tell the world how much you love us!
Dear Log360 Patrons, Your opinion greatly matters to us, and to your peers too. We'd love to have your unbiased feedback about Log360 in one of the most renowned software review platforms, Gartner Peer Insights. Review Log360 on Gartner Peer Insights I promise that the review will take just 15 to 20 minutes of your time. We really appreciate your time and effort. What you should do? Sign up at Gartner Peer Insights. It just requires your business email and a little information about your company.
ServiceDesk Plus 10 Released
Dear User, We are delighted to share that we've reached a new milestone today. Available immediately, ServiceDesk Plus 10 comes with a bunch of highly anticipated features and bug fixes which includes, Request Life Cycle With Request Life Cycle, you can predefine the set of statuses each ticket goes through, and specify the conditions and actions for each status change. The best part is that you can design all of this using a simple drag-and-drop interface. This ensures clarity and consistency in
Microsoft now requires SHA-2 algorithm to patch Windows legacy OS versions
Microsoft has said in an official statement that it will be ruling out the support for SHA-1 algorithm and migrate to SHA-2 hash algorithm for code-signing purpose. Customers running legacy OS versions (Windows 7 SP1, Windows Server 2008 R2 SP1 and Windows Server 2008 SP2) will be required to have SHA-2 code signing support installed on their devices by July 2019. Any devices without SHA-2 support will not be offered Windows updates after July 2019. Microsoft will be releasing updates that introduces
Microsoft now prefers SHA-2 algorithm to patch Windows legacy OS versions
Microsoft has said in an official statement that it will be ruling out the support for SHA-1 algorithm and will migrate to SHA-2 hash algorithm for code-signing purpose. So, Customers running legacy OS versions (Windows 7 SP1, Windows Server 2008 R2 SP1 and Windows Server 2008 SP2) will be required to have SHA-2 code signing support installed on their devices by July 2019. Any devices without SHA-2 support will not be offered Windows updates after July 2019. Microsoft will be releasing updates that
[Free e-book] Best Ways to Map Impact of Application Performance Issues on Business goals
Today's IT infrastructure is more dynamic, flexible, and elastic than ever before. But are you ready to keep up with the pace? Do you have enough visibility into your IT infrastructure to identify and troubleshoot code-level issues? Are you offering your end-users seamless user experience? Is poor application performance impacting your business? So how do you overcome all these challenges? The key lies in developing the right application performance
Adobe releases an update to fix a bug in their Zero-day patch released a week ago
After the update that was targeted at fixing the zero-day vulnerability, failed to patch it, Adobe has released another patch to fix the critical information disclosure bug in Adobe Acrobat reader. This zero-day vulnerability which was tracked as CVE-2019-7089 was reported by a security researcher on Jan 26 which could lead to disclosure of sensitive information. On Feb 12, Adobe tried resolving this issue by releasing a fix for this zero-day bug. But the security reacher found a by-pass in the
Adobe releases an update to fix a bug in their Zero-day patch released a week ago
After the update that was targeted at fixing the zero-day vulnerability, failed to patch it, Adobe has released another patch to fix the critical information disclosure bug in Adobe Acrobat reader. This zero-day vulnerability which was tracked as CVE-2019-7089 was reported by a security researcher on Jan 26 which could lead to disclosure of sensitive information. On Feb 12, Adobe tried resolving this issue by releasing a fix for this zero-day bug. But the security reacher found a by-pass in the
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', here's a recording of the session. If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial.
Help us understand and measure your SOC performance
What gets measured gets managed. Are you measuring your security operations center's (SOC) performance? The IT security team's performance measurement has always been subjective in the last decade. With more and more security techniques emerging, organizations come up with different metrics to measure the performance of their security operations center (SOC). But, are you measuring the output correctly? Most times, organizations measure the right parameter but in the wrong way. How do you know
Logs issue fixed - Update to the latest hotfix
There was a password printing issue in our logs, which is now fixed. There's no printing of critical data in the logs any more, we have ensured with thorough testing that the logs are cleared of any passwords. Our customers can upgrade to the latest hotfixes as applicable. Security is our foremost priority, and we will strive to upkeep our users' security. Thanks for your understanding and continued support. Request users to update to the latest builds. You can learn about it here. https://www.manageengine.com/products/desktop-central/vulnerability-in-log-files.html
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