[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
Request Closure Code Notification
Hi there. I would like to get any update on the status of three new features related to Request Closure Code notification. May you update it? SDF-45930 SDF-40452 SDF-53130 Thank you for the information about it. Regards.
Cannot Adjust Work Log Charge
Updated to ServiceDesk Plus v8216 recently. Now when entering a new work log for a request you can no longer modify the total charge. If you wish to credit the charge (not charge for the work done), i.e., enter a negative value for "other charge" which is now the only field you can modify the other ones are read only, you cannot. Now we have no control over billing other than what ServiceDesk calculates and insists upon. We need a way to adjust the total charge per work log entry. As is, this
False Alarm Alerts
Hi, We have had Probable device failure: No response from device for last 3 polls alerts for devices in one of our offices, but I have checked and everything is reachable and running. Why would this be? It's not the first time it has happened. What can be done to stop this from happening? Thank you.
***SOLVED*** - Cant enroll after upgrade
We are running v5.8 build 5801. If a user is already enrolled in the system everything seems to work fine. I have a new user that is not enrolled in the system and when we get to the login page we click the "User Registration" link on the left hand side of the screen and we get a message that says "Please login here" above the sign in screen. If the user then tries to login using the sign-in screen he gets an error stating he does not have permission to do so and to contact the administrator. How
Can the completion of a task trigger a change to the technician on a ticket?
Hi, So I've come across a unique situation where I have a request and it technically needs to have two technicians assigned to it, but I can only choose one. I don't want to change the group for multiple reasons. What I decided to do to try and work around that is to assign the technician to whomever will complete the first task and create multiple tasks with the appropriate technician for each. Then, once that task is complete, go back and change the requests technician to whoever owns the next
Groups showing when not shared.
I have two accounts. One I use with full access the other I use as a simulated user. From the full access account, I can go to USERS > (Locate user) > Add User to Multiple Groups > Add the groups and I can pretty much move the user b/w groups and see the results immediately in a separate browser. I noticed, that suddenly I see two groups regardless what group the user account is placed in.I tried logging out and back in but now the user account always see these two groups that are not shared with
[Term of the Day]: Agile Software Development
Term of the Day “Agile Software Development” Definition — What is Agile? Agile is an umbrella term for light-weight frameworks, tools, and techniques that help teams and organizations achieve agility. The Agile software development methodology is one of the most simplest and effective processes to turns a vision for a business need into software solutions. Agile mainly focuses on keeping the process lean with continuous planning and continuous testing before anything is final. Feedback is
Identity Governance Myth #2 Implementing proper RBAC is sufficient to handle all access management risks
Role based access control (RBAC) refers to assigning access to people based on their roles or designations and it's a concept that was designed for simpler times. With people in organizations holding multiple roles, assigning permissions based strictly
ManageEngine rolls out M365 Security Plus
Hi Everybody, ManageEngine is delighted to announce the newest addition to its suite of enterprise applications- M365 Security Plus! It is a complete security solution that will help protect and fortify your Microsoft 365 environment. It's packed with
[SD-89181] SDP 11125 can't send email notification (configured in Business Rules)
Hello. We have SDP 11125 (updated today) but the problem is verified also on 11124. We have several business rules configured to notify by email some technicians when a new ticket arrive (based on ticket values / to / cc ...) but this type of notification does not work anymore. The requester correctly receives the email with the assigned ticket number. The technician who is manually / automatically assigned to the ticket also receives the email. No other interested technicians (that we want to keep
O365 Manager Plus' latest build 4401 released with more enhancements!
Hello Everybody! We are glad to announce the release of the latest build of O365 Manager Plus – 4401. This build comes with the following enhancements. Enhancements: While creating users using the User Creation Template, you can now add them to Office 365, security, and distribution groups. In addition to users, you can also add Azure AD devices to security groups. The latest build will feature an enhanced Japanese language support. Issues fixed: Issue faced while executing the Modify Office 365
Current Support Center Licenses
How is the Licensing going to work if we download the new version. Will our License work or will you re-issue one for the current version. I currently have Build Number 8118. I haven't downloaded or installed the new version yet as I am waiting for some type of time line to see how the upgrade works out? TomS
Remove the new Request Left Panel for everybody
Hello, I would like to know how to remove the left request list for everybody when opening a request/incident. This is really annoying and it appeared after the new update.
[Term of the Day]: Click-Through Rate (CTR)
Term of the Day “Click-Through Rate” Definition — What is CTR and why is it important? CTR, the acronym for Click-Through Rate is the most common metric for measuring engagement within an email campaign. It is a measure that refers to the number of times a webpage advertisement is clicked, compared to the number of times it is displayed; it does not include the people who failed to click, yet arrived at the site later as a result of seeing the ad. Your CTR is one of your key performance indicators
Password Manager Pro new build 11000
Hi, Password Manager Pro 11000 has been released and is now available for download. This release comes with numerous new features and enhancements with respect to Certificates and Keys. Please see our Release Notes to learn in detail about the enhancements included in this upgrade pack (build 11000). How to Upgrade to Build 11000? If you are an existing customer of Password Manager Pro, download the upgrade pack from the following page: https://www.manageengine.com/products/passwordmanagerpro/upgradepack.html
Sharing SSL Certificates with users
Hi Forum As I tried like in https://www.manageengine.com/products/passwordmanagerpro/help/sharing_certificates.html, I can not share Certificates with Users, only with Administrators. I tried always to share with a Usergroup and was wondering why the users doesn't have any "Certificate" view. In the link above I didn't found anything that the Certificates are only for administrators. But if I try to share with a single users, there are only administrators listed. How can I share Certificates with
Change Request URL
How do I change the URL that is displayed in Email replies, and auto acknowledgements? The URL was originally helpdesk.domain.com:8080 but I have this routed through and NGINX reverse proxy so is now only helpdesk.domain.com. I've followed the steps listed in here: https://pitstop.manageengine.com/portal/en/community/topic/requestlink-displays-https-in-email-notifications, but to no avail. There is no difference. The changes are being applied, as if I change the $requestlink to 'Test' it makes the
Coming soon: Beta release of ServiceDeskPlus’s new UI
Dear Users, We are delighted that an all-new UI for ServiceDesk Plus Cloud will be here very soon. Along with a refreshingly new look, the new UI brings Kanban for request management, improved dashboards, and a visually aesthetic user interface. We have brought in over 100 micro enhancements, all aimed at improving the user experience. If this interests you, follow this thread for the beta release announcement. Btw, it’s sooner than you think. :) Regards, ServiceDesk Plus Cloud team P.S.
Time & Date Value
What is the value of time and date in the system? I am trying to update some timed fields in requests, specifically the scheduled_time value of on hold. how do I generate the numeric value for the value field from a date time picker or the conversion of a specified date and time. "scheduled_time":{ "display_value":"Tue, Sep 8 08:00:00 EDT 2020", "value":"1599566400000" }
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