[ForYourInformation -45] Canceling a request
With the build 11123, a new enhancement has been released in ServiceDesk Plus that allows users to cancel a request. A request can be canceled for several possible reasons. For example, the wrong items were requested or the requested items are no longer wanted or needed. Rather than deleting a request, canceling a request provides two important possibilities: 1. Enables technicians to log their time spent on the request before it was canceled. This also helps the administrator know technicians'
[Term of the Day]: BYOD
Term of the Day “Bring Your Own Device” Definition — What is BYOD? BYOD - ( Bring Your Own Device ) It’s a policy that enables employees to bring personal devices - Laptops, Smartphones, Tablets, and USB devices for company purposes and giving those devices access to the company network. In the year 2011, official support for BYOD programs was introduced into the organizations. Statistics say over a third of worldwide employees use a personal device in their place of work. This can make employees
JVM stopped and then ES cached record alert goes out
Hello, I have been getting ES\Cachedrecord alerts lately. When I look at event Viewer I see that something happens to JVM that causes it to hang minutes prior to the alert. I have already increased Elasticsearch memory and JVM heap memory. I have AV set to exclude the manageengine folders. Can someone assist?
How do I notify a manager
Hi, We would like to notify a sequesters manager if a request status is a certain value. We are importing via AD the requesters and their managers. How do automatically notify the manager of the requester on a ticket when the status = 'x'
Auto Share Request
So I found the below info and it's something I'd really like to implement. https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 I THINK I have everything configured correctly but after some initial testing I'm pretty sure it's not. This is the message I get on the request history when the custom trigger runs: Message : Traceback (most recent call last): File "share_requesttestV3.py", line 1, in <module> import requests ModuleNotFoundError:
Picklist or Check Field for Service Catalog
HI There I have the following Idea: Have a news Field to make a single check. Usage Cases: [X] I aknowledge the request will be forwarded to your Line Manager Or. To which Systems is Access Reuired: [X] File Server [X] Citrix [_] SAP It is similar to a check list. I could also imagine to have the possibility to have the "Pick List" multiple choice. Let me know if this can be achived? Thanks
How to fileAttachments folder change?
Hi, We are using version 11.1 Build 11124 How can we change the location of the fileAttachments folder?
Windows 10 versions out of order?
I've noticed that the pie chart of Windows 10 versions (on the Patch Management homepage) is out of order and I think I finally figured out why. It appears to be displaying the versions from right to left instead of left to right. I would expect the versions to go couter-clockwise around the chart in this order: 1607, 1703, 1709, 1803, 1809, 1903, 1909. Instead it goes 1703, 1803, 1903, 1607, 1709, 1809, 1909. If you reverse the digits you get 3071, 3081, 3091, 7061, 9071, 9081, 9091, which is in
Dynamic groups based on AD container
We group our servers and workstations in Active Directory according to function, eg Servers Mail Servers Citrix Servers Workstaions IT Workstations Finance Workstations Laptops etc. It would be very useful to make dynamic groups from these OUs, when adding a server or workstation then the dynamic group would automatically pick it up for the correct deployments.
[Term of the Day]: Relational Database
Term of the Day “Relational Database” Definition — What is a Relational Database? Databases are an essential component of almost every piece of software today. A relational database is a type of database that uses a structure that allows us to identify and access data in relation to another piece of data in the database. RDBs establish a well-defined relationship between database tables. Tables communicate and share information, which facilitates data searchability, organization and reporting.
Define requester for an API query
When I test my JSON in the API tester through Admin > API > Documentation all general get requests are my logged in user. Is there a way to define the requester before the JSON body in an API request (V3 only please) perhaps as a header?
[SDF-89338] Requests that have exceeded the response due by time
Add new request category for requests that have exceeded the Response DueBy time in the My Summary section of the home page
Error while sending push notifications on iOS devices
Gents, Push notifications working well on Android devices but not the iOS. as per the serverout0.txt log i'm seeing that APN certificate expired [07:22:11:570]|[08-13-2020]|[SYSOUT]|[INFO]|[152]: 0 [JavaPNS grouped notification thread in QUEUE mode] INFO javapns.notification.PushNotificationManager - Attempt failed (Received fatal alert: certificate_expired)... trying again | [07:22:11:657]|[08-13-2020]|[com.manageengine.servicedesk.notification.realtimenotification.ExpiredMessagesDeleteThread]|[INFO]|[130]:
Automatically remove entries in the CC field from a request
Hi, We would like to see a feature for automatically removing entries in the CC field from a specific requester. Explanation: We have a customer that sends request to us, and also in every request CC's a lot of people and distribution groups that also needs to know about the ticket created. When we communicate with the customer, it's easy to forget to manually remove all the CC's, so it gets sent out to many people and groups who don't need to see the conversation. Also, if we set the ticket to "Resolved",
Date format in query reports
Hi All, Currently running SDP 11120, Postgres SQL (installed via SDP installer) Since upgrading from SDP version 9, one of my query reports isn't working, as it looks to_char in select statement isn't supported anymore, causing an error when trying to run the report (attached). I had previously used to_char to manipulate the date format, for example: to_char(to_timestamp(wo.CREATEDTIME / 1000) + interval '10 hour' , 'DD/MM/YY') "Created Date" Is there a different way to perform the same fuction now?
[SD-81171] Asset Explorer Agent doesn't support TLS_ECDHE_* ciphers for TLS 1.2 connections
I have, through trial and error, determined that the ManageEngine Asset Explorer agent generated via Admin > Discovery > Windows Agent Configuration on ServiceDesk Plus version 11.1 11116 does not support any ciphers that use an elliptic curve diffie hellman ephemeral key agreement protocol for TLS 1.2 connections. As this will improve the security of the agent by giving access to better ciphers, is there any current or planned support for ECDHE by the agent? I was unable to test whether or not it
ADSelfService Plus 6005 supports multi-factor authentication (MFA) for VPN to help secure your remote workforce
Hello Everyone! The latest build of ADSelfService Plus, 6005, supports MFA for VPN logins. This adds an extra step of authentication for VPN logins for enhanced security. Highlight: Multi-factor authentication (MFA) for VPN : Secure your VPN by enabling MFA via fingerprint/Face ID, Push Notification, Google Authenticator, Yubico OTP, and other wide range of authentication factors. How to update? Update using the service pack. New to ADSelfService Plus? Download the fully functional 30-day free trial
Next Release : Request enhancements and behavior changes
Dear Users, We are gearing up for the next release on Request enhancements and that includes few behavior changes too. Below is a brief note on the enhancements, changes & issue fixes : Behavior Change in Request Field Mandate Field mandate defined in request templates will take precedence over Form Rules that make the same fields optional, as opposed to the earlier behavior. This behavior change applies to instances where you have mandated certain fields in a request template and then used the
Email notification on created SNMP trap is not working as intended
Hi, Backup Exec allow throwing traps when a job fails. I configured it in Backup Exec and OpManager received the trap under Unsolicited Traps. Created Trap Processor rule by clicking the 'Create Trap Processor' link against this Unsolicited Trap. So far, worked good. I created a device specific email notification profile to fire on this specific Trap Processor rule. This didn't work. When I checked details under Alarms section. I couldn't see the trap under Trap Alarm, but I do see it under Events.
Button's page (reset & Unlock page) Custom?
Hi All, Anybody know where I can custom the page attached on this topic? Thanks !!! Alex
Trouble finding My Requests and following Emails?
Is anyone else having trouble finding their requests within PitStop? I see some, but not all requests currently being worked on by support. I also find it difficult when you reply to an email (because replies always come during off-hours) a new ticket number is generated. This makes it difficult to follow in your email threads - especially if you have multiple tickets you are working with support. Searching active ticket numbers in My Requests also yield no found requests. It doesn't seem to matter
ADSelfService Plus 6004 Hotfix Release
Hello! We are glad to announce the release of build 6004 with the following issue fixes: Issue fixes: Users were not able to login using the mobile browser during SP-initiated SAML SSO. This has been fixed. Password change using the PowerShell API has been secured. Custom questions were not properly displayed when configuring the Auto Enrollment Scheduler using CSV file. This has been fixed. How to update? Update using the service pack. New to ADSelfService Plus? Download the fully functional
Exchange Reporter Plus build 5513 released with dashboard customization feature and new Exchange Online permission reports
Hello Everyone! We have released a new build of Exchange Reporter Plus, 5513, with dashboard customization feature and 4 new reports on Exchange Online permissions. Customizable Dashboard With the new dashboard customization option you can Add custom tabs to view Exchange server, Exchange Online and Skype server data for different organizations and period. You can also rename and reorder the tabs at any time. Add new widgets to the tabs. Edit, rearrange and resize them as required. Get full-screen
Upgrading to new build
Hi, I am trying to upgrade my ServiceDesk Plus to latest version. Currently running Build 9.4 I did stop the service, Run the backupdata.bat file for backup and then run the updatemanager.bat But the updatemanager.bat is not giving the popup windows for selecting the file. I did restart the system for few times. Any help please. Thank you, Krishna
[Term of the Day]: Digital Twin
Term of the Day “Digital Twin” Definition — What is Digital Twin? Digital twin in simple words can be explained as a virtual representation of a real-world machine, device, process, or system. Digital twin, however, shouldn’t be confused with digitization. A digital twin does not substitute a physical item or process with a digital one to make it more accessible, efficient, or secure. It’s a precise replica of the physical object and a means of testing and monitoring it without needing to
[ForYourInformation - 44] SAML In ServiceDesk Plus
Security Assertion Markup Language (SAML) is a means to exchange authorization and authentication information between services. SAML is a solution where the user logs into a service that acts as the single source of identity which then grants access to a subset of other internal services. This post will be focused on providing an overview of SAML working from ServiceDesk Plus initiated login. Few key terminologies : An Identity Provider, frequently abbreviated as IdP, is the service that serves as
APM v13640 URL Monitor SSL connection to the server failed.
Hi, I have an URL monitor with the message: SSL connection to the server failed. Reason: Peer not authenticated. This exception occurs when the connection made to server URL is not from authenticated client.(This may be due to wrong SSL version, no certificate, the particular cipher suite being used does not support authentication or no peer authentication was established during SSL handshaking) I'll tried to change de SSL version TLS 1.1 and TLS 1.2 because the operational team said that is ther
Bulk Edit Users via CSV - Missing Match Criteria
I ran a report of users missing Description. I then edit the Description and attempt to import those changes. However, when I select CSV import, I select Description to be modified. Then when I try to select the match criteria only Title, Description and Department are listed. Why can't I match on SAMAccount name?
Error on automation of new user creation
I've been using ADManager Plus to manually upload CSVs of new users each week and let ADM handle the creation. That has worked flawlessly, so I wanted to move towards automation, but I've been getting an error. When I check the execution history, it says: "Unable to raise the request. No results for selected criteria this time. " I can't find any reason it would not work, as it's been working fine manually. The CSV is formatted the same. Since that error doesn't give any real information, I have
Custom Group Add List
I have no idea why this feature went away. But please dear little baby Jesus...bring it back. Being able to paste in a list of computers to create a custom group was great. It was fast. Easy. It's how I did most of my groups that span more than one OU in AD.
APM Plugin - Command to obtain information from Oracle EBS
Hi, How I can know wich is the commad that APM Plugin uses to obtain the information to an oracle EBS monitor about the tab clusters and servers. Recently the sysadmin detect that arrive some alerts about components. But when they check it all its OK. In fact they was monitoring this environment but they do not found nothing and the component was correct. Thanls & Regards! A
Scripting - Field and Form rules
I would like to create an auto-complete field that allows the requestor to choose from a list of users in the database. I have already got the look-up working for an autocompleter on the email field that uses the following: var emailCCAutoCompleter =new Ajax.Autocompleter(additionalFieldID, 'email_list', '/servlet/AJaxServlet?action=searchMailId', {paramName : 'ccAddress',tokens: [',',';','\n']}); What I think I am looking for is an equivalent action that allows a search of user names, and what
How to add/change icons to Service Categories?
I'm using standard edition and would like to add new or change icons in Service Categories. is it true I need to edit the PostgreSQL database? How do I do it easily? I have seen this, but I have no idea how I can edit the SQL DB...
Deleting a Survey
Hi, we accidentally created a survey and it went live resulting in some users providing the feedback. I need to delete the survey completely from our SDP - can a script be provided to scrub IT Service Desk Survey so we dont even see it in our survey report filters, etc.
[Term of the Day]: Network Attached Storage
Term of the Day “Network Attached Storage” Definition — What is NAS? Network-attached storage (NAS) is a file-level storage architecture that makes stored data connected to a network, providing data access to heterogeneous clients. HDD sits on your desk and connects through USB. A NAS is a centralized server that connects directly to your computer through a USB cable, but that would negate its main benefit: the network. It creates a small network all its own that any device with the right credentials
'Security Warning: Default Credentials Not Reset' after updating to V11124
Greetings, Not sure why we're suddenly experiencing this error warning across the top of all Technician pages in ServiceDesk after updating to V11124. I've reset the passwords to 'administrator' and 'guest' local accounts as mentioned here https://pitstop.manageengine.com/portal/en/community/topic/security-warning-after-upgrading-to with no change. I do not know which account this warning message is referring to to know what needs to be reset. Any ideas? Thanks, Jacob
SAML Error Log
Hi Friends... I want to configure SAML Authentication and threre is some Error in my configuration how can i see error codes or error log of SAML Configuration????
APM Insight not show all applications
Hello, first of all a thousand apologies for my English. We are working on a PoC of APM Insight for Java, at first we assumed that all the applications deployed in my Websphere Application Server would be shown separately, but when start the monitoring with APM it only shows us one Application (host) and one instance. Is there a way to configure so that the applications are shown separately and each one has its own Apdex? Regards, Oscar.
Installtion
Hi All, Recently I installed Event Log analyzer and noticed that some other products also installed Log 360, AD audit do we need Log 360 for event log analyzer to work, because Log 360 requires additional license please advise
IT analytics in 90 seconds: Three ways to keep your ServiceNow users happy
Identify various ways to boost your end user satisfaction 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.
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