[Blog] FCR's benefits in an organization
FCR - "First Call Resolution" is a vital metric of an IT organization, some refer it as the Pulse Rate. FCR directly or indirectly reflects your organization's growth. How does FCR work? When a user lands in a situation that's new to him/her or he/she is unsure about the situation. The next step he reaches out to his colleagues/friends to discuss the situation or he calls to the product support, hoping for a solution. When the support executive understands the situation in the first place and provides
Planned maintenance of our US Data Center on Dec 19th & 21st
Dear Customers, We have planned a network infrastructure upgrade on our primary Data Center in the USA on Dec 19, 2019 from 6:30 PM to 10:00 PM PST and Dec 21st, 2019 from 6:30 PM to 10:00 PM PST. During this upgrade, we will be switching Mobile Device Manager 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, you can raise it here or please let us know
Planned maintenance of our US Data center on Dec 19th & 21st
Dear Customers, We have planned a network infrastructure upgrade on our primary Data center in the USA on Dec 19, 2019 from 6:30 PM to 10:00 PM PST and Dec 21st, 2019 from 6:30 PM to 10:00 PM PST. During this upgrade, we will be switching Patch Manager Plus, Mobile Device Manager Plus, and Remote Access Plus from the endpoint management suite 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
Password Manager Pro new build 10401
Hi, Password Manager Pro 10401 has been released and is now available for download. This build comes with a few enhancements such as "Remote file transfer to Linux machines and new APis for sharing resource and account to user. We have also fixed the bugs reported in the earlier version. Please see our Release Notes to learn in detail about the enhancements included in this upgrade pack (build 10401). How to Upgrade to Build 10401? If you are an existing customer of Password Manager Pro,
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be
[Blog] How Survey statistics help your business grow
When running a business, it's always good to know, How do we perform? and How the users value us? Our view and opinion as a product developer, marketers, investor, support executive or any organizational employee will certainly differ from the user's perspective. All we needed is to bridge the gap between the two communities. Most of the organizations fail at this point from knowing what users really need. There are plenty of failure stories that had affected the reputation of popular companies.
Patch Tuesday - December 2019
Hey guys, Here is a quick run-down on all the updates released this Patch Tuesday New Security Bulletins : 2019-12 Security Only Quality Update for Windows Server 2008 for x64-based Systems (KB4530719) 2019-12 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4530692) 2019-12 Security Only Quality Update for Windows Server 2012 (KB4530698) 2019-12 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4530730) 2019-12 Cumulative Update for Windows 10 and
Patch Tuesday - December 2019 updates
Hey guys, Here is a quick run-down on all the updates released this Patch Tuesday New Security Bulletins : 2019-12 Security Only Quality Update for Windows Server 2008 for x64-based Systems (KB4530719) 2019-12 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4530692) 2019-12 Security Only Quality Update for Windows Server 2012 (KB4530698) 2019-12 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4530730) 2019-12 Cumulative Update for Windows 10 and
ServiceDesk Plus MSP - version 9.4 - Build - 9426 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9426. Please refer to the Migration path table available here and upgrade to our latest build 9426. We fixed a couple of security-related fixes along with this release. Please make a note of it and upgrade your instance to the latest build. Please do the upgrade only in a test environment first and based on the result please do the upgrade on the Production environment. You can contact our support at sdpmsp@manageengine.com for
Patch Tuesday - December 2019 updates
Hey guys, Here is a quick run-down on all the updates released this Patch Tuesday New Security Bulletins : 2019-12 Security Only Quality Update for Windows Server 2008 for x64-based Systems (KB4530719) 2019-12 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4530692) 2019-12 Security Only Quality Update for Windows Server 2012 (KB4530698) 2019-12 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4530730) 2019-12 Cumulative Update for Windows 10 and
Script Master - 3: How to implement dynamic request approval through custom triggers with configurable CSV file.
Good morning folks! First, I'd like to wish all our users a happy thanksgiving on behalf of ManageEngine Pitstop. We all know that one size doesn't fit all. This is true even in the case of request approvals. Not every request must be imposed with the same approval mechanism. So this week, the Script Master's post is about having a dynamic request approval mechanism in place through custom triggers with configurable CSV file . In case you've missed the Script Master's post last week, head here.
Important: Expiry of IOS Push Notification Certificate
Dear User ServiceDesk Plus IOS push notification certificate will expire on December 12, 2019. To continue using the push notification service, upgrade to ServiceDesk Plus version 11007. Alternately, you can follow the steps: 1. Shut down your application. 2. Navigate to <SDP_home>\conf. 3. Paste the SDPProductionCertificate.p12 file downloaded from here. Also, delete the existing file. 4. Start the application. Regards Edwin Vasantha Kumar Servicedesk Plus Team
Patch Tuesday December 2019 - Forecast
Hey guys, The last Patch Tuesday of this year is almost here, let's take a quick look at what to expect in December 2019 - Patch Tuesday We can expect the usual monthly rollups and security - only patches from Microsoft. This will ideally include patches for the various operating systems, along with updates for Office, SharePoint server, Internet explorer and .NET There are possibilities for updates from Apple as well in the form of updates for MacOS, iTunes and iCloud for Windows. Google has also
Patch Tuesday December 2019 - Forecast
Hey guys, The last Patch Tuesday of this year is almost here, let's take a quick look at what to expect in December 2019 - Patch Tuesday We can expect the usual monthly rollups and security - only patches from Microsoft. This will ideally include patches for the various operating systems, along with updates for Office, SharePoint server, Internet explorer and .NET There are possibilities for updates from Apple as well in the form of updates for MacOS, iTunes and iCloud for Windows. Google has also
Patch Tuesday December 2019 - Forecast
Hey guys, The last Patch Tuesday of this year is almost here, let's take a quick look at what to expect in December 2019 - Patch Tuesday We can expect the usual monthly rollups and security - only patches from Microsoft. This will ideally include patches for the various operating systems, along with updates for Office, SharePoint server, Internet explorer and .NET There are possibilities for updates from Apple as well in the form of updates for MacOS, iTunes and iCloud for Windows. Google has also
New Sign-in [Two step] page for ServiceDesk Plus Cloud
Dear User, We have revamped the sign-in flow to gear it up for cutting edge authentication. Newly revamped sign-in page provides enhanced security by avoiding phishing attacks and easier & faster SAML based authentication. This is a pre-release announcement and will give you preview of the same, with the expected behavior changes. As you all know that Zoho is the parent company of ManageEngine and ManageEngine uses Zoho Accounts for user accounts management (i.e authentication and authorization).
[DidYouKnow - 29] Global Field and Form Rules
We had enhanced the Field and Form Rules as Global FaFR in 11005 builds of Service Desk Plus. Now it is much easier to maintain Field and Form Rules. Benefits of global FaFR: No more duplicating form rules on multiple templates. You can configure a separate set of global rules on Incident and Service templates. You can either convert existing FaFR to global rule or new global rule can be created. You can associate particular FaFR to be a global rule, which can be applied on "All templates" or
[ForYourInformation -30] Auto assign requests based on technician status
Hello folks, With build 10503, we released an enhancement for technician auto-assign feature to assign requests to only the technicians who are currently online. A technician can mark himself offline on his personalize icon. A technician who logs out from the application or marks himself offline will be considered as offline technicians and requests will not
End-of-Support Announcement for OpManager(build number up to 12.2)
Hello Users, We are announcing the end of support for build 12200 on Dec 31, 2019. It is also updated in our EOL page. https://www.manageengine.com/network-monitoring/eol.html We request all our customers running OpManager build number 12200 or below to upgrade to the latest as soon as possible. Thanks Gowrisankar
The Applications Manager Crew is back at AWS-re: Invent!
With AWS re:Invent 2019 about to kick off after the Thanksgiving holidays, Team Applications Manager is excited to be back at Vegas, to be able to exchange tips with peers, and listen to industry experts. If you're heading to re: invent, say hello to the Applications Manager squad at booth #3030 at the Venetian. We're excited to have the opportunity to meet you and share different ways we can help make your applications better: Things you can count on experiencing: Understand how you can successfully
[Blog] Are you facing low disk issues on ServiceDesk Plus server ?
In any IT organization running business applications contribute constant data growth on the application installed drive. Data management is much essential on a longer run, to avoid low disk space issues. In the case of ServiceDesk Plus, It primarily deals with ticket management. The tickets can carry data such as inline images, file attachments, conversation, etc. ServiceDesk stores theses data in 2 different places, in the Installation directory, and the Database. It's not always that data need
[Password Manager Pro Masterclass] Infusing PAM in your IT security compliance journey.
Hi there, Our next topic for the Password Manager Pro Masterclass 2019 series is "Infusing PAM in your IT security compliance journey," scheduled for December 05th. Click here to register for the session. This session will focus on implementing a mature PAM strategy that ensures regulatory compliance through robust access controls and comprehensive auditing of those controls. In this Masterclass session, you'll learn how to: 1. Achieve compliance with privileged access control and management
Rollout of Windows 10 1909 Feature updates - The Vanadium!
Hello All, A Quick heads-up, Microsoft has released its Windows 10 1909 feature updates for users. Below you can find few highlights of this feature update. Most of the new features are focused on increasing general performance and efficient battery usage. An improved security when using Internet Explorer and Microsoft Edge. Voice-activated digital assistants can be accessed by users from Windows 10 lock screen. Go ahead, and update this feature pack by applying the below Patch IDs in Patch
[ForYourInformation -29] We can filter Service templates
In the latest build of Service Desk Plus 11006, we have introduced a function to filter Service templates. There are 3 filters "All templates", "Active Templates" and "Inactive Templates". The Inactive template filter will show the list of templates, which are disabled. A Service template can be instantly Enabled/Disabled, in order to disable a template, goto [ Admin tab -> Service catalog ] you can disable the desired template from the service template list using the "Disable Service" button.
[ForYourInformation -28] Prominence of Health Monitoring
Hello folks, Technology is everywhere. It has enriched the way we do business, the way we communicate; it streamlines processes, tracks inventory, monitors systems, behaviors. The applications are manifold and when working properly, you can almost forget it’s there. However, when it fails to work properly, the consequences are felt immediately and can ripple through your business. It’s not unusual for IT teams to spend more time reacting to problems than trying to identify them before they cause
A big 'Thank You'. From all of us, to all of you!
Hey folks, This Thanksgiving, we'd like to thank you all for being a part of the EventLog Analyzer community and for constantly supporting and motivating us to up our game. Here's a little something to let you know how much we value you: And before you kick-start this holiday season, on behalf of the entire EventLog Analyzer family, I'd like to wish you a very Happy Thanksgiving! I hope you have lots of fun! You so deserve it!
A big 'Thank You'. From all of us, to all of you!
Hey folks, This Thanksgiving, we'd like to thank you all for being a part of the Log360 community and for constantly supporting and motivating us to up our game. Here's a little something to let you know how much we value you: And before you kick-start this holiday season, on behalf of the entire Log360 family, I'd like to wish you a very Happy Thanksgiving! I hope you have lots of fun! You so deserve it!
MDM adds remote control support for new OEMs
Remote troubleshooting is one of the most effective ways to diagnose and fix issues in real-time. You can also chat with the device users to understand the problem better and execute remote commands to lock, reboot etc., in case of unattended devices. In addition to the existing OEMs, ManageEngine Mobile Device Manager Plus has signed partnerships with the following OEMs, which lets you remotely control these devices: WishTel CipherLab Skyworth Datamini - Models T84G & TWG10 MDM has also extended
Restoring device backup on ABM (or DEP) provisioned devices
The release of iOS 13.2 introduced a bug affecting the restoration of backup on devices enrolled with Apple Business Manager (or Apple DEP). While restoring the backup, the following error Profile Installation failed - Profile must be installed interactively. As this is an issue from Apple and is affecting all MDM services, the same has been reported to Apple. To restore the device backup using the workaround, refer to the steps below: STEP #1: Putting the device into recovery mode In case of
[DidYouKnow -19] Why data-archiving deserves more attention
Hello folks, Data archiving is generally unjustly seen as a troublesome and never-ending activity that needs to be performed at least once a year. The data archiving feature available with ServiceDesk Plus helps you to maintain application performance and to comply with record retention policies by providing a way to remove obsolete records from your production database using a regular, controlled, and predictable process (all within the same database). Thus improves the performance of the application.
[DidYouKnow - 27] How to Add Quick CSI
In this forum post, we are gonna review an unexplored feature of Service Desk Plus "Add Quick CSI" this feature was introduced in 9207 builds of Service Desk Plus. This feature allows Admins to instantly add Category's, Sub-Category's, and Items on a single view. They can either type the Category, Sub-Category and Item one by one or they can copy-paste from any source. Early to this feature release, we had to create the Category, Sub-category, and Item using a separate button. The process was quite
A big thank you from all of us to all of you.
Hey there, This thanksgiving, we'd like to thank you all for being a part of the ADAudit Plus community and for constantly motivating us to up our game. Here's a little something to let you know how much we value you:
Cyborg Ransomware reported!!
Hello All, A quick heads-up on the spreading cyborg ransomware phishing e-mails. It is not new that intruders make use of trending events to manipulate Internet users into cyber-attacks. Now that Windows has rolled-out its Vanadium 1909 feature pack update, what could be more trending in the cyber-space? So yes, Phishing e-mails are out seeking for victims. The e-mails come with subject lines like "Install Latest Microsoft Windows Update now!" or "Critical Microsoft Windows Update!". Just in
Cyborg Ransomware reported!!
Hello All, A quick heads-up on the spreading cyborg ransomware phishing e-mails. It is not new that intruders make use of trending events to manipulate Internet users into cyber-attacks. Now that Windows has rolled-out its Vanadium 1909 feature pack update, what could be more trending in the cyber-space? So yes, Phishing e-mails are out seeking for victims. The e-mails come with subject lines like "Install Latest Microsoft Windows Update now!" or "Critical Microsoft Windows Update!". Just in
Cyborg Ransomware reported!!
Hello All, A quick heads-up on the spreading cyborg ransomware phishing e-mails. It is not new that intruders make use of trending events to manipulate Internet users into cyber-attacks. Now that Windows has rolled-out its Vanadium 1909 feature pack update, what could be more trending in the cyber-space? So yes, Phishing e-mails are out seeking for victims. The e-mails come with subject lines like "Install Latest Microsoft Windows Update now!" or "Critical Microsoft Windows Update!". Just in
[ForYourInformation -25] Self Service Portal has been enhanced with new Themes
The Self-Service Portal is a place where the users often visit to manage tickets and to know more about the tasks, announcements, stats, etc within his scope. The Administrator of ServiceDesk Plus can re-arrange widget, change themes periodically, which provides a fresh look and feel for users. In version 11 build 11005 we have introduced four themes that are customizable. Refer to the screenshots given below. Prime Misty Spearmint Ocean To know more about SSP customizations click here. Next - [ForYourInformation
Custom Scripts - How to automatically share a request using custom triggers
Hello users, This post will to help you share a request automatically using custom triggers.The feature to share request helps technicians and requesters to access a request that is beyond their scope of viewing and editing. You can find more information about this feature here . This is done using an API call to share a request in ServiceDesk Plus.Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for sharing a request.The
Script Master 16 : Populate request details on tasks associated [ISSUES FIXED]
Hello users, Hope you all are well. Today's script will help you populate the request details on tasks associated. Say, an incident/service request template has multiple tasks associated and each task will get assigned to a technician. When a task is executed, the technician might have to know some details from the parent request. This script will allow you specify the field names and it will be replaced with the respective values when the request is created. That is, the description/title provided
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
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