Apply Business Rules to current requests
Is there a way to apply Business Rules to requests that already exist? The options are only for when a request is edited or created, but I think it would make a lot of sense if you could apply for existing open or closed tickets. The same way Outlook Rules can run and apply on emails.
Push notification need to live internet connection in SDP Server
Hi, I have question for get push notification in SDP mobile app. I active this feature on SDP and install app on my Android mobile device. When I disconnect internet from SDP server, push notification doesn't send to my mobile and when I connect internet to SDP server, I get push notification. Does this feature an live internet connection on SDP server? Thanks for helping
Push Notifications in Android App
Hi, Push notification in Service Desk Plus Android App is not working even though my application is upgraded. My SDP Version : 11121 My Android App Version : 5.2.4
Remove First Response requirement
Hi, Is there a way where we can remove the "First Response" requirement upon acceptance of Ticket? We would want to lessen the steps needed to complete the Ticket Acceptance. My idea is to have it automated. Send the response to the Ticket requestor upon Ticket Acceptance instead of crafting an email or sending a template or putting a note that adds another step. We would want to implement LEAN on this and remove another step. Thanks!
[Term of the Day]:Search Engine Marketing
Term of the Day “Search Engine Marketing” Definition — What is SEM? Search Engine Marketing or SEM (also known as Search Marketing) is the practice of gaining traffic and visibility from search engine results pages, using both paid and unpaid efforts. Traditional SEM is made up of two processes: “organic” search engine optimization (SEO) and pay-per-click advertising (PPC). SEM was an umbrella term that incorporated search engine optimization (SEO) and paid search. Over time, the definition
Learn how to expand OpManager's scope and secure your network
Did you know that the ManageEngine Firewall Analyzer add-on for OpManager can give you control and visibility over your entire network security infrastructure - firewalls, VPNs, proxy servers, intrusion detection systems (IDS), and intrusion prevention system (IPS) right from your OpManager console? Join us for our free webinar and learn how this synergy will help you manage firewall policies; optimize firewall rules; monitor firewall configurations; and manage alerts, security compliance, and auditing
ADSelfService Plus 6008 Hotfix Release
Hello Everyone! We are glad to announce the release of ADSelfService Plus 6008 Hotfix build. Issue Fixes : Fixed an issue that prevented proper embedding of image in email content. If the Password Expiration Notification's retry option is disabled, managers receive an empty Soon-To-Expire Password Users Report on the specific days configured when no users fall under the report that day. This has been fixed. How to update? Update using the service pack. New to ADSelfService Plus? Download the fully
Script Error
We are having the following problem when we use the application on a 2008 SP2 server I attach the image so you can see detail I tried several addresses at the time of installation but the result is the same
How to do full Backup and Restore ADAudit Plus correctly
How to do full Backup and Restore ADAudit Plus correctly Hi! ADAudit Plus 6.0.0 was installed with PostgreSQL. Recently, an unknown failure occurred in the web interface and the "User Work Hours" report when generated returns an error that a failure occurred inside the system. In event logs, if you try to view SQL queries and directly execute them in PostgreSQL, they are executed successfully! So the problem isn't in the database? Since version 6.0.0, the data engine-xcode component has been added
Bad Request Error
Using Postman, I added the TECHNICIAN_KEY to the header and got the following error: "response_status": { "status_code": 4000, "messages": [ { "status_code": 401, "type": "failed", "message": "V3API restricted for Path:/api/v3/requests Method:POST" } ], "status": "failed" } Is this a permissions error?
[Term of the Day]: Backdoor
Term of the Day "Backdoor" Definition — What is a Backdoor in Computing? In layman's terms, a backdoor is normally a door that is obscured from the general public. It is not normally used as an active passage in the everyday working of things. Imagine you're a burglar casing a house for a potential robbery. You see a "Protected by…" security sign staked in the front lawn and Ring doorbell camera. Being the crafty cat burglar that you are, you hop the fence leading to the back of the house. You
Service Hours
Hi, Currently, we are not able to set the Service Hours: Monday 5AM - Saturday 7AM. Our Server Team is on a 24/5 shift only and not on 24/7. How can this service hours be set? Thanks!
Allow using stored accounts in PMP for scheduling the Azure AD user import
Hi all, Please add the ability to pick an account stored in PMP for the Azure AD import function (the same as under Active Directory). Currently the account used for this import is automatically managed by PMP (and thus changes the password frequently). This breaks the import function, since we have to manually fill in the credentials for importing from Azure AD. I would expect a drop-down to pick the resource and account from PMP, the same as with the Active Directory import option, instead of manually
SDM fetch AD user photo
hello is it possible to configure SDM to show user profile photo from their AD attribute ( AD photo schema) ? thanks soheil
Can the Recent Items button be made more accessible?
The Recent Items button is at the top of the page. If I've scrolled down a long request, I have to scroll to the top to access it. Can it be duplicated on the request toolbar? There's already a Back To List View button on it. A "previously viewed request" button there would be handy too, if one is swapping between two requests.
Additional Fields on ESM Instances
Hi, As I saw in this forum, it's possible to change globalconfig table to grow the initial limit from 50/90 UDF fields to 200. Are these UDF fields common to all ESM instances or can each one have up to 200? Thanks, Pedro
Field and forms rules - Incident template
Hi! I'm creating a new incident template and wondering if it is possible to create a rule if the field Date/Time is less than 5 days ahead you will get a prompt saying "You cannot submit a change that is less than 5 days ahead, please call ServiceDesk....". You will also not be able to submit the request. /Marcus
Log of attachment access
Hi there, Is there a log of activities within a request, especially open/download of attachment? Thanks!
Desktop Central - Deploy Microsoft Teams
Dear Support, I tried to deploy MS Teams via Desktop Central Software Deployment. I created the package from template and deployed to one computer. The status is executed/Succeeded, but the application not showing in Start Menu. Regards, Feremc
[Community Digest] ServiceDesk Plus - August 2020
Here is your ServiceDesk Plus Monthly Summary for August 2020! Service Packs: A total of three service packs (11123,11124,11125) with numerous features and issue fixes have been released. Please refer to our ReadME article for complete details. Behavior Changes introduced with these service packs: When a technician whose login is disabled is re-imported via Active Directory, the login permissions will remain disabled. The default custom view for requests is now set to 'My Pending Requests' for requester
change passwords
Hello in servicedesk plus we can change passwords of users, is it possible to apply the changed password in active directory?
Upgrade windows server standard 2016 to 2019
good morning dear, I have a question, my team uses the service desk plus with the windows server 2016 standard and the SQL server interprise 2016 database We intend to migrate the server to windows server 2019 standard we would like to know if the SQL server database interprise 2016 will be compatible. Thank you. Att
Enable faster update of "percent complete" in Tasks view
Hello, it would be very useful for our technicians if they could quickly update their percent complete from the main list (show below) rather than having to go into each task and update the percentage there. Another suggestion: it would be very useful if we could see the title of the associated entity that the task belongs to. Currently, technicians have to go into each task to see that information. Having a column on the main list (below) would be a nice efficiency.
Site as a mandatory field on requests
is there a way to set site as a mandatory field in a request template? i don't see the gear and don't know if there's another way to do it
No. of Emails Received from Internet doesn't include total
I am trying to run a report to get the total number of emails received from internet sources over a month's period. The "No. of Emails Received From Internet" report wants to show me Top 10 senders, and breakdowns by domain, but no totals. There is already a report for such information (by Domain) so I don't know why this is giving me that info. Where can I find the total number for the period?
How to consider system notification as first response
Hi, I define new Request Life Cycle and send notification by click on transition. Now I want to consider system notification as first response. What should I do? Do you have any option for my need? Thanks for helping
Field and Form Rules scripts
Is there any "good" documentation on building and writing scripts for the field and form rules? There are a few examples but it's hard to build scripts if I cannot find a list of field variables, or command states, or proper coding techniques. It seems this a an amazingly powerful tool but would be even more powerful with a little documentation. Can someone point me in the right direction for something?
How to work "Allow Automatic Generation of API Key"
Hi, We configured "Allow Automatic Generation of API Key" in SDP to automatic login with SDP mobile app by all users, but error me and need to generate API Key. I need to access SDP by mobile app without generate API Key one by one. What should I do? I attched my configuration and error. SDP version: 11.1.15 DB: MS SQL Thanks for helping
Part 2: Recovery Time Objective - Plan of Action
In our previous post, Part 1: Recovery Time Objective - Plan of Action, we saw why RTO is important and various factors around it. And as promised, we will explore some of the common methods of recovery used by our users for our application. These methods have their own up and downs. In fact, there are methods that we specially recommend because they are designed by us. And we consider them complete-and-viable solution for recovery. Every other methods are simply workarounds for quicker or ease of
Part 1: Recovery Time Objective - Plan of Action
We recently saw why RTO, Recovery Time Objective is an important factor for running a profitable business. Let us now explore some of the best practices related to it with the ServiceDesk Plus’s perspective candidly. The Why, behind Recovery Time Objective: There are two important factors that we will have to consider in this case: Allowed Downtime/Affordable Downtime before the systems when can be bought online and Recovery Time - The time is taken to bring systems back online realistically. Strategically
[Term of the Day]: Progressive Web App
Term of the Day “Progressive Web App” Definition — What is PWA? A PWA is a web app that uses modern web capabilities to deliver an app-like experience to users. It's built from the web technologies we all know like HTML, CSS, and JavaScript, but with a feel and functionality that rivals an actual native app. PWAs run in the browser, so there's no need to download the app from the Google Play Store or iOS App Store. Twitter is one good example of a progressive web application. When you access
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed
hello I have this problem email FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. - The Telnet responds to the server and port - The passworld and email configuracion is OK
ADSelfService Plus 6007 released with an enhancement and security fixes
Hello Everyone! We are glad to announce the release of ADSelfService Plus 6007 build with the following enhancement and issue fixes. Enhancement: Trusted devices option for Endpoint Machine Login MFA : Users can now mark their machines (Windows, macOS, or Linux) as trusted during login to skip multi-factor authentication for subsequent logins. Admins can define how long a machine should remain trusted. How to update? Update using the service pack. New to ADSelfService Plus? Download the fully functional
Where can I find documentation on the CMDB API
Hi everyone! I'm looking for API documentation for the MSP version. Does anyone have the link?
[Term of the Day]: Denial-of-Service (DoS) Attack
Term of the Day “Denial-of-Service Attack” Definition — What is a Denial-of-Service (DoS) Attack? A denial-of-service attack is a type of cyber attack to prevent or deny legitimate users from accessing specific computer systems, devices, services, or other IT resources. DoS attacks are typically executed using the DoS tools that send many request packets to a targeted Internet server (usually Web, FTP, or Mail server). The attack floods the server's resources and makes the system unusable. Unlike
Strange SNMP Behavior - Disk Space Utilization
On several occasions a number of our Red Hat (6 & 7) servers have stopped reporting Disk Utilization .1.3.6.1.2.1.25.2.3.1.6. This usually happens after a reboot or in the last instance when the OpManager service shutdown unexpectedly. When the systems are checked in OpManger all of the other SNMP counters, queries are working properly. I've run a rediscovery on the affected servers with no success, the only way to get Disk Utilization working properly is to delete the system completely and then
Problem in Remote Access in Web RDP
Hi, I have a problem with remote access by Web RDP in any other language except English There is a security problem that I don't know what... how can I fix this?!! please check my screenshots from web remote page in Attachments...
Where is the Edit button for assigned ChangeOwner
Hello, my ChangeOwners are reporting they don't have access to the Edit button for changes to which they are assigned. Accoridng to this article though, it appears they should have access to the Edit? Please help! https://help.servicedeskplus.com/change/change_faqs.html%242
auto close request when closing associated change
Does anyone know how I can automate the closing of a request that is associated with a change? Basically I want to closed the associated requests when the change is closed.
[DidYouKnow-41] Glowroot bundled with ServiceDesk Plus
Introduction: Glowroot is a simple APM (Application Performance Monitoring) tool useful for monitoring Java-based applications. It has a feature which allows tracing for slow requests and errors, it is also possible, logging trace time for every user action within the ServiceDesk Plus. https://glowroot.org/ Glowroot is now bundled with ServiceDesk Plus and available from 11124 builds onwards. Note: This tool is not enabled by default and need not be enabled until explicitly told so for performance
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