Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks. Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
Introducing the ITOM podcast: Listen and learn how to avoid remote work roadblocks in your IT environment
With businesses around the globe transitioning into remote work, IT operations have gone for a toss. The enforced work-from-home policies, intended to maintain business continuity, have concurrently paved the way for the incidence of manifold operational bottlenecks. Owing to these unprecedented circumstances, IT admins are on the constant lookout for information that'll help them streamline operations and support their remote workforce. So, to help you enable your remote workers, we have decided
v11118: FFR Section Based
We're in the process of testing this update and have questions about these enhancements: SDF-62184 : Option to show/hide section based fields in the request form using field and form rules. SDF-69545 : Option to execute FAFR actions at the section level of the request form. Where are these located? Is there any documentation in the Admin guide?
[Term of the Day]: Kerberos
Term of the Day “Kerberos” Definition — What is Kerberos? Kerberos is a network authentication protocol designed to provide strong authentication for client/server applications by means of secret-key cryptography. The authentication is based on tickets used as credentials, allowing communication and proving identity in a secure manner even over a non-secure network. Kerberos was initially developed by the Massachusetts Institute of Technology (MIT) for Project Athena in the 1980s. The protocol
Critical remote code execution vulnerability in Windows DNS server (CVE-2020-1350)
Hello there, Patch Tuesday July 2020 comes with a fix for the critical vulnerability CVE-2020-1350 in Windows DNS Server. This vulnerability is classified 'wormable' and has been given a CVSS score of 10. Cause of this vulnerability: This vulnerability exists due to the improper handling of requests by Windows Domain Name System (DNS) Servers. Impact of this vulnerability: To exploit this vulnerability, an unauthenticated attacker should send malicious requests to a Windows DNS server.
Critical remote code execution vulnerability in Windows DNS server (CVE-2020-1350)
Hello there, Patch Tuesday July 2020 comes with a fix for the critical vulnerability CVE-2020-1350 in Windows DNS Server. This vulnerability is classified 'wormable' and has been given a CVSS score of 10. Cause of this vulnerability: This vulnerability exists due to the improper handling of requests by Windows Domain Name System (DNS) Servers. Impact of this vulnerability: To exploit this vulnerability, an unauthenticated attacker should send malicious requests to a Windows DNS server.
Critical remote code execution vulnerability in Windows DNS server (CVE-2020-1350)
Hello there, Patch Tuesday July 2020 comes with a fix for the critical vulnerability CVE-2020-1350 in Windows DNS Server. This vulnerability is classified 'wormable' and has been given a CVSS score of 10. Cause of this vulnerability: This vulnerability exists due to the improper handling of requests by Windows Domain Name System (DNS) Servers. Impact of this vulnerability: To exploit this vulnerability, an unauthenticated attacker should send malicious requests to a Windows DNS server.
“The State of ITSM in the COVID-19 Pandemic” survey report
Hi there! We hope you’re safe and healthy. The pandemic triggered the workforce’s rapid migration from offices to home-based work environments. This effort was largely driven by IT teams like yours. Your team has likely tackled various challenges and overcome gaps to establish a productive remote work environment. To better understand the implications of the pandemic on ITSM, we decided to gather insights via a survey, ultimately receiving responses from over 500 IT professionals around the
Desktop Central Silent Install using MDT
I am trying to deploy DesktopCentralAgent.msi using MDT 2013. I know that you can deploy using GPO but I would prefer to use MDT. The issue I'm having is none of the silent switches will work. Any advice would be greatly appreciated.
Allow users to switch their Site when filling out a request
Hi everyone using build 11120 is it possible to allow an end user to change the site the request will be for? We have a handful of end users that work across multiple sites and we cannot use the AD site from their user profile for approvals or routing. However, the users are savvy enough if we give them a drop down they can set on a template they can accurately pick which site the request is for, however, this field appears to be grayed out for end user and only links to what their AD account matches.
[Tips & Tricks] A simple guide on text formatting toolbar
The purpose of formatted text on an email or ticket reply is to enhance the presentation of information. Good formatting distinguishes different parts of your text and helps viewers take in your message. You can apply formatting on every element of the content, from a single character to an entire paragraph. Body text needs to be readable and easy on the eyes. Headings should be big and bold, and they should also be consistent throughout the document. Important lines need to be highlighted. Quotes
SSLv2 enabled on port 9000 but should not be
I have deployed the AssetExplorer agent as part of our ServiceDesk Plus system, I disabled all protocols except for TLS1.2 as seen below. Agent version is 1.0.32 I saved and downloaded the agent and deployed it, and you can see on the clients the registry options look to be OK per what I setup in SDP for the agent. However, my vulnerability scanner (Nessus) has detected SSLv2 (only) enabled on port 9000 of our clients now. I confirmed by using OpenSSL client to test: And it fails on SSLv3 and all
Notifications via the Mobile App?
It look like one of the more recent builds includes mobile app-based notifications? Is anyone using that functionality? I wanted to get some impressions on what notifications are available via the app (which IMO is sorely in need of functionality updates, it's pretty pitiful what you can do in the app vs the desktop interface).
[Term of the Day]: Over-the-top
Term of the Day “Over-the-top (OTT)” Definition — What is OTT and what is its purpose? The acronym OTT stands for Over-the-top that refers to film and television content provided via a high-speed Internet connection at the request and to suit the requirements of the individual consumer. The term itself stands for “over-the-top”, which implies that a content provider is going over the top of existing internet services. With OTT video delivery technology, people now have a multitude of options
[Blog] Benefits of moving ITSM beyond IT to Enterprise Service Management (ESM)
Enterprise service management (ESM) is an extension of IT Service Management (ITSM) tools, processes and/or best practices to non-IT departments, such as HR or facilities and other functional areas of the enterprise to better serve the needs of teams and individual employees. Consider ITSM and ESM as points on a spectrum that begins with an ITIL framework where ESM is the practice of applying ITSM with a strategic approach for designing, delivering, managing and improving the way IT is used within
[SD-88462] bug in Central server settings in asset explorer
[bug report] hi, Central server settings in asset explorer have a bug, when the site defined in service desk plus is non-English, its name is displayed as question marks in the central server settings in asset explorer. thanks.
Description field and summary of resource
It would be nice if the Description field wasn't just a single line (i.e. multi-line) when editing. Trying to decipher what's written can be a pain sometimes. Also, if you could hover the mouse over the resource/account and after a period of time (e.g. 1-2 seconds) a summary would pop-up; this summary could be very similar to the 'Resource Information' you get when you view the resource via 'Resource Details Report'. Alternatively you could add the Information icon as you have done so with user
[11.1 Build 11100] Intermittent Email attachments not sending
Hi There, We have a ServiceDesk Plus and recently sometimes when sending an email with an attachment, the attachment is not sent. For Example, in the attached image we have an email sent from Servicedesk plus showing an attachment - this attachment was 80KB. By the time the email arrives at the next hop (Our Exchange Server) the email is only 2KB so it seems as though despite stating an email had an attachment, the attachment was never put on there. Is there any solution to this? Cheers Paddy
IT analytics in 90 seconds: Manage your ServiceNow processes like a pro
Identify procedural bottlenecks that are impeding incident closure, and stay on top of every process involved in resolving an incident using Analytics Plus for ServiceNow. If you're not already using Analytics Plus for ServiceNow, download your free 15-day trial today. Note: This is applicable only to the app version of Analytics Plus.
[SDF-57194] Add Business Rule Action
Please add the following business rule action (Admin->Business Rules->Add new business rule->Perform these actions): "Move to Site". I need move request to specific site by requester e-mail.
Survey Configuration and enable/disable for specific requester
Hi All, i have a question related to Survey Config at Service Desk Plus. Version : 8.0.0 Build 8016 when we activate survey, i can set survey frequency based on 3 options 1. when a request is closed. 2. when "N" no. of requests are closed. 3. when "N" no. of requests from a requester are closed. now, my requirement is, i would like to send survey request only to certain requesters or I should be able to exclude certain requester while sending survey form i am ok with either of the above.
Using MS Authenticator for push notification
Is there anything in the pipe works to allow push notification to work with the MS Authenticator app? get that ME wants people to use the specific product; however its just another app that users have to install on their phones. We already use the MS app for other MFA solutions and keeping that consistent would be great.
accessing reset password / lock account via web link
Hello, Is it possible to access the "reset password / unlock account" screen via web link ? Can be useful for most users, since they use a third party publish application (Load Balancer) to access terminal servers. Right now Its accessed only when trying to login to terminal servers with the default windows RDP Client. Regards, Henry Bahous
SMS Account Setup Verification not allowing option for Country Code
In previous versions of SelfService the country code is required for SMS (text) to function. We onboarded our first new employee today since the upgrade to 6000 (6002) and he is being prompted for his phone number. There is a + sign at the beginning, but there is no option to enter a 1 (USA). He can only enter 10 digits for the number and it fails to send the text. We have validated SMS works through the admin interface. How do we correct this?
Dual Login Prompt when accessing Self Service
Since the upgrade to ver 6000, we now get a double pop up each time we attempt to access Self Service. If we cancel, we can log in fine. If we log in using the dialog box, we have to log in a second time to gain access.
Teams Integration
Anyone else attempting the Teams integration instructions yet (https://help.servicedeskplus.com/integration-with-microsoft-teams)? Keep getting the below manifest parsing error when error when trying to install the app in Teams... Error while reading manifest.json: "staticTabs[1].name" is required "staticTabs[1].contentUrl" is required "staticTabs[2].name" is required "staticTabs[2].contentUrl" is required
Sync Service Desk Plus Asset Management with OpManager
Hi, Is there anyway to use information (sync) stored in OpManager database in ServiceDesk Plus? I mean we don't want to do double domain scans and adding lots of network devices in both products. And one more thing, I know that we can already sync OpManager and ServiceDesk Plus for automatic ticketing but I want to sync complete asset information (and not only a few like device name, ...) and store them in ServiceDesk Plus.
Patch Tuesday July 2020 - Supported updates
Hello everyone, Below is breakdown of all the updates released this Patch Tuesday. New Security Bulletins : 2020-07 Servicing Stack Update for Windows 10 Version 1809 and Windows Server 2019 (KB4558997) 2020-07 Servicing Stack Update for Windows 10 Version 1803 (KB4565552) 2020-07 Servicing Stack Update for Windows 10 Version 1709 (KB4565553) 2020-07 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4565554) 2020-07 Servicing Stack Update for Windows 10 Version
Patch Tuesday July 2020 - Supported updates
Hello everyone, Below is breakdown of all the updates released this Patch Tuesday. New Security Bulletins : 2020-07 Servicing Stack Update for Windows 10 Version 1809 and Windows Server 2019 (KB4558997) 2020-07 Servicing Stack Update for Windows 10 Version 1803 (KB4565552) 2020-07 Servicing Stack Update for Windows 10 Version 1709 (KB4565553) 2020-07 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4565554) 2020-07 Servicing Stack Update for Windows 10 Version
Patch Tuesday July 2020 - Supported updates
Hello everyone, Below is breakdown of all the updates released this Patch Tuesday. New Security Bulletins : 2020-07 Servicing Stack Update for Windows 10 Version 1809 and Windows Server 2019 (KB4558997) 2020-07 Servicing Stack Update for Windows 10 Version 1803 (KB4565552) 2020-07 Servicing Stack Update for Windows 10 Version 1709 (KB4565553) 2020-07 Servicing Stack Update for Windows 10 Version 1903 and Windows Server, version 1903 (KB4565554) 2020-07 Servicing Stack Update for Windows 10 Version
Identity Governnce challenge #1 : How to standardize access policies for better Identity governance with ADManager Plus?
With the Identity Governance landscape evolving quickly, one can never be too prudent about choosing the access management policy model for their organization. Based on their users, applications and resources, organizations choose between Role based access control (RBAC), Attribute based access control (ABAC) or a hybrid of both. ADManager Plus provides the following capabilities to manage and regulate users' access that help your organization standardize access policies, Rule based access
REST API - Account Resource - "Resource Description" and "DNS Name" fields - set to null?
I have created some "account" resources via the REST API and if I do not specify a value for "Resource Description" and "DNS Name" it auto populates these fields with: Resource Description ="Created by user via API ...." DNS Name = <exact same value specified as RESOURCE NAME> I have tried specifying "" (null) and " " (one blank space) in the input data but in both cases I receive the "default" value. "RESOURCEDESCRIPTION":"" "DNSNAME":" " Is there a way to make these fields blank - I do not
Google stable channel updated to 84.0.4147.89
Hello everyone, Chrome 84 has been updated to stable channel 84.0.4147.89 for Windows, Mac, and Linux. Various security issues have been fixed with this release, the details of which are as follows: CVE-ID Vulnerability details Severity CVE-2020-6510 Heap buffer overflow in background fetch Critical CVE-2020-6511 Side-channel information leakage in content security policy High CVE-2020-6512 Type Confusion in V8 High CVE-2020-6513 Heap buffer overflow in PDFium High
Google stable channel updated to 84.0.4147.89
Hello everyone, Chrome 84 has been updated to stable channel 84.0.4147.89 for Windows, Mac, and Linux. Various security issues have been fixed with this release, the details of which are as follows: CVE-ID Vulnerability details Severity CVE-2020-6510 Heap buffer overflow in background fetch Critical CVE-2020-6511 Side-channel information leakage in content security policy High CVE-2020-6512 Type Confusion in V8 High CVE-2020-6513 Heap buffer overflow in PDFium High
Google stable channel updated to 84.0.4147.89
Hello everyone, Chrome 84 has been updated to stable channel 84.0.4147.89 for Windows, Mac, and Linux. Various security issues have been fixed with this release, the details of which are as follows: CVE-ID Vulnerability details Severity CVE-2020-6510 Heap buffer overflow in background fetch Critical CVE-2020-6511 Side-channel information leakage in content security policy High CVE-2020-6512 Type Confusion in V8 High CVE-2020-6513 Heap buffer overflow in PDFium High
[Term of the Day]: CRM
Term of the Day “Customer Relationship Management” Definition — What is CRM? CRM stands for customer relationship management. As its name suggests, CRM software is a system that helps businesses manage all the interactions it has with customers and potential customers. It includes various strategies and techniques to maintain a healthy relationship with the organization’s existing as well as potential customers. CRMs can be customized to meet requirements that vary from organization to
problem to add vcenter 5.5 and 6.5 to opmanager
hello i want to add vcenter 5.5 and 6.5 to opmanager 12.5.129 but dont add and a error occurd :Failed to connect the VMware Host WebService(Device may not be reachable/Credentials may be wrong) Thanks
Sophos to ME MDM
Hi, Is there any guides/tips/recommendations when migrating from Sophos (or any other) MDM solution to ME??? Thanks
ServicesDesk Doesn't start after update
Hi: I have a Servicedesk version 11000, it's working fine, but when i did an upgrade to 11100, after all the update process, the service doesn't start, i tried with run.bat from /bin directory, but i doesn't start: I reinstall the service with sd_service.bat -r and sd-service.bat -i and it doesn't works. Can you help me please? Thanks a lot
When are DC going to support WhatsApp, fully?
Hi guys, You seem to now support it as a templated software deployment product, for Windows only. However, you do not seem to support it for patching and you don't support the Mac version at all. Cheers, David.
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