[SD-84723]Applied update - The request will not be considered
Hi We applied the 11008 update this weekend from 11007, Now some if my users are not getting SSO - they have to log in. But much worse is now when they click on a link in the notifications they get the message PLEASE HELP ! my users are going crazy. I feel like if I fix the SSO issue than the request error message will also go away..
Self Service Portal
How is the Softwares published through SSP distributed? When a user installs a software published on SSP, does the installation start from Desktop Central Server or the Distributions Server where the user computer falls in? I tried to find the application published in SSP on the Distribution Server folder, but didn't find it, so the query.
ServiceDesk Plus MSP -Changing site of requester to another account
Is it possible to change the site of a Requester in ServiceDesk Plus MSP? I get the drop-down box but it won't give me the sites of any other accounts.
All tickets assigned to a group even if they were then assigned to another
I have a group that is assigned tickets but then may assign them out to another group. I am looking to report on all tickets assigned to this group even if they were assigned back out to another group.
ServiceDesk Plus MSP - version 10.5 - Build - 10507 Released
Dear User(s) We released ServiceDesk Plus MSP - version 10.5 - Build - 10507. Please refer to the Migration path table available here and upgrade to our latest build 10507. Behavior changes Agent Uninstall and Agent Remote Control functionalities have been removed from the application. Issues Fixed XSS Vulnerabilities are fixed. CSRF Vulnerabilities are fixed. Privilege escalation vulnerabilities are fixed. Remote code execution vulnerability in the windows agent scan is fixed. XXE vulnerabilities
Software inventory metrics inconsistent
I'm running into a problem that is making license management difficult. The software details pages list one number of installations for managed installations, but a completely different number of actual installations. I've attached three examples below. The first is Snagit 13.0.1.6326, which reports 4 total installations, but only lists one computer. The second is Backup and Sync from Google 3.49.9760.2421, which reports 1 installation, but lists no computers. The third is a software group I created
Need additional field in "Inventory" --> "Software", "Managed Installations" column to display system names, not just count of systems where software is installed
Requesting that the "Managed Installations" field display not just the count of systems where a particular software application is installed but the actual hostname of the system on which that particular software application is installed.
Customize the Password Policy requirements on the Change/Reset Password Page
I would like to know how I can customize the Domian Password Policy Requirements descriptions on the "Change/Reset Password" page. Our password requirements has gotten, more complex. It is confusing to the users if it doesn't say what we have been telling them when they call the help desk. I have see two different examples on how to change this, though only one matches up to what I'm seeing in my software. Example #1... When logging into ADSSP, I goto Admin - Customize - Rebranding. I have the
How to remove a Scheduled Report Created By Another Technician
Several scheduled reports were created by a technician who is no longer with the company. How can I disabled the report. The technician's account has been removed from Service Desk? I have a similiar situation with ADSelfService. Thanks, AP3
LDAP Connection problem
Hello, I'm trying to install ManageEngine ServiceDesk Plus 7.6.0 Build 7604 and then upgrade it to Build 7605 by installing Service Pack. But when i configuring LDAP settings, i got an connection like this: FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. I try to connect to Domain Controller on Port 389 with telnet and there isn't any connection problem! Please help...
Report Request - Task assigned
Hi, I have searched and searched but can't find a report that shoes task assigments. If Team A owns a request and assigns a task to Team B - I need a report showing that a task was assigned to Team B. Currently everything I can find show that Team A created a task. Team B never gets credit in the report.
[Blog] Benefits of Knowledge Management
Organizations that implement and maintain effective knowledge management see a substantial outcome as it helps: Reducing redundant works thus increases productivity and efficiency. Leveraging past experiences help to solve issues quicker. Providing better services to users. Users finding relevant information and resources themselves. Avoiding repeated mistakes. Accessing unique expertise widely. Knowledge management systems are proven effective in helping build more efficient work teams
Additional functionality when viewing Task lists
We see an opportunity to improve on the main Task list: - the ability to show the Project name under the main Task list. Currently it displays and links to the Project ID only - filter by multiple criteria. Useful when reviewing a support groups/technicians current work load. It could also be used to sort by Project Name, Group, Due Dates. Currently we are only able to filter by one column. - the ability to create views under Tasks SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
[Term of the Day]: CMDB
Term of the Day “Configuration Management DataBase” Definition — What is CMDB? CMDB ( Configuration Management Database ) is a centralized repository where you can store, manage, maintain, and track all your IT components and IT services that make your IT infrastructure. These IT components could be, hardware, installed software, documents, users, relationships and interdependencies between items, etc. Significance of CMDB: CMDBs centralized view provides great visibility to track the current
Combine Configurations + Software Deployment into One Template
I am trying to install software, delete a folder, and also delete a shortcut in one action. This needs to be an idea for future DC installs.
Report - Category Tree for Export to CSV and Modification
Hi Guys Below is a query which may be of use to you as you make modifications to a category tree. If you export this as a CSV you can make the modifications you need (add more subcategories and items) and reimport Saves having to do lots of clicking especially when re-designing the Item levels. SELECT cdef.CATEGORYNAME "Category",sdef.NAME "SubCategory",idef.NAME "Item", null "Changes to be Made", cdef.CATEGORYDESCRIPTION "Category Desrciption" FROM categorydefinition cdef LEFT JOIN subcategorydefinition
LDAP issue when trying to integrate to Service Desk Plus
I am trying to add the domain controller to Service Desk plus so I can sync up the users so they can just login with their credentials. I keep getting an error message though when I am trying to add it. Can anyone assist?
Page Script Request - Acknowledgment Pop up
I was wondering if a Page Script could be created that would generate a small pop up that the Employee would need to acknowledge. Many of our employee's use different browsers. Edge, IE, Chrome, and Firefox. I often see issues with IE not displaying forms correctly or IE & Firefox are unable to even submit forms. I'd like to add a page script that'll generate that pop up they need to acknowledge that tells them the forms are best used in Chrome. This'll cut down on the trouble tickets we get.
User/technician API v3 changes over the ESM (11000) release
Dear Customers, Hope you are all aware that we are working on the next version of API (v3) now. We would like to share a part of this API v3 before the ESM release. So customers can be well prepared to adapt the new API changes anytime. Requester/technician related APIs(v1/v2) wont be supported anymore after the ESM (11000) release. You may need to update your existing requester/technician related API's with this latest v3 version. The ESM version has some changes towards the user/technician
Use another domain attribute instead of username for reset password
Hi, Sometimes our user forget username. I wanna to set another domain attribute (like Employee ID) instead of username. What should I do? Thanks for helping
Attachment Size Limit for Requests and Solutions
Hello, I was wondering what the size limit is on file attachments for both requests and solutions in ServiceDesk Plus Cloud? Also, is it possible to change the size limit? Thank you.
Forwad/Reply to external email id when a request with specific subject created.
Dear Team, I want to send a customized message (which is fixed) and would not reference to any field in the request-i.e. eventually static text whenever a request gets created with a specific text. Is it like this would be a business rule and a custom script would be required. Please suggest. Thanks Joy
Survey Report Help
I get a report weekly (query below) of survey responses for the last week. I need to edit this query to have all surveys from 2019-10-01 to 2020-04-25 in the same format. I cant seem to get it to pull the correct timeframe and i also don't know if i am pulling everything, or if some of these are archived. SELECT wo.WORKORDERID AS "Request ID", max(wo.TITLE) AS "Request Title", max(aau.FIRST_NAME) AS "Requester", max(ti.FIRST_NAME) AS "Technician", max(srcmt.COMMENTTEXT) AS "Comments", longtodate(max(srm.SENDTIME))
Change history records limit for assets
Hello How many history records are possible to see in this tab? If it is limited, Is it possible to change history records limit for assets which are scanned by the system in specific period of time? Purpose is to track actions taken place in a workstation, include software changes.. hardware changes.. ex: Software installed\Removed, RAM Increased\Decreased. We want to have these logs in specific period of time or forever. Regards
[Term of the Day]: MDM
Term of the Day “Mobile Device Management” Definition — What is MDM and what is its purpose? Mobile Device Management (MDM) is end-to-end security software that enables the organization's IT department to manage, configure policies, deploy applications, configuration settings and secure employees' devices that are being used in the organization. This software emerged in the early 2000s when the BYOD (Bring Your Own Device) trend arose. How does it work? MDM relies on endpoint software called
Support group schedule
Hello, with Covid19 impact, we have support groups schedules with hours cut, this impact SLA calculation, since some areas in the same site no longer work from m-f and some other areas does. I am required to configure sla calculation based on the workschedule for a particular group. Is there a way to accomplish this? Site configuration is: M-F 8:00- 18:00 hrs. Support group will work: M-T from 8:00 to 18:00 hrs. Thanks, Juan de Dios
Processing Java stacktrace Log
Hi, EventLog analyzer is reading java stacktrace from tomcat logs line by line. How can we make it so that a stacktrace is processed as a a whole. Regards, Corné
PAM360 new build 4500
Hi, PAM360 4500 has been released and is now available for download. This major release comes with a lot of new features, enhancements and bug fixes with respect to SSH keys and SSL certificates modules of PAM360. Please see our Release Notes to learn in detail about the same. How to Upgrade to Build 4500? If you are an existing customer of PAM360, download the upgrade pack from the following page: https://www.manageengine.com/privileged-access-management/upgradepack.html IMPORTANT NOTE: Please
Dashboard
In the old version the dashboard of request count sumarises the total requests received in the period, but in the new ui it does not show the sumary, this is very important to me.
[Tips & Tricks] Problem Management made simple
It is the process which is followed to deal with recurring issues and those incidents that don't have a solution so that we could reduce the disruption caused to the Service and increase the satisfaction of the End Users. Just like in comic books, Problem Management is one of the Heroes that could help in finding out the root causes and solutions to fix what goes wrong. Best Practices: Identify: The issue that proves to be recurring and pain should be identified in order to be considered as a Problem
Secure Gateway - Service Running and Ports opened - *But not listening
Hello, Our Secure Gateway server stopped working around 3 days ago and when verifying the service was not running and kept stopping. Hence, installed the latest build 90077 with the correct ports. After installing it, the service stays running but none of the ports are not Listening. (Used Netstat and Port Query) We have double checked firewall rules are in place for ports to be opened but for some reason the service/application doesn't want to listen to the configured ports. Thanks in advance for
API retrieve all tasks from ServiceDesk Plus MSP
Hi, I'm testing ServiceDesk Plus - MSP API. I need to get all tasks. I tried in two ways: -old API suggested by buit-in documentation: http://<servername>:<portnumber>/sdpapi/home/task with body {"operation": {"details": {"filter": "ALLTASKS"}}} - each time it showed to me default filter result (only task assigned to me) -API from ServiceDesk Plus http://<servername>:<portnumber>/api/v3/tasks with body {"list_info": {"row_count": "2" },"fields_required": ["id","title","description"]}
Release Notes and Roadmap should specify On Premise or Cloud
There are a lot of new features that have been implemented over the last few years. Thank you, so much for the dedication to improving the product. I would like to know if an addition could be made to the Roadmap and / or the Release Notes for the updates, so that we could know in advance if new features are available in our product. We currently have SDP+ On Premise and have been looking forward to several items that have been released, only to find they are only available in the Cloud version
How to view and manage the Terminal Services properties of Active Directory users?
ADManager Plus can help simplify the reporting on terminal services properties of AD Users with the Users' Terminal Service Properties report. It lists the properties of all users or users from specific OUs in a click. Right from the reports page, you can also: - Modify the terminal services properties of users. - Perform user management actions such as password reset, modifying logon hours, enabling/disabling user accounts, and more. - Export the Terminal Services Properties report to CSVDE, HTML,
Custom status when reopen ticket
Hello, If a ticket is in status Resolved and the customer uses the button "Reopen" from selfservice portal, it comes back to status In progress but I want to use the status "Reopened" is there a way, via scripting, business rule or setting to say what status is reopened?
ManageEngine Installation on Linux 64 bit
Hello. I can't install manageengine service desk plus on centos 7, ubuntu LTS 16, ubuntu LTS 18. I'm downloaded last ManageEngine_ServiceDesk_Plus_64bit.bin. I get error message: Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... In logs: chmod cannot access «/etc/ServiceDesk/conf/ServerKey.key»: No such file or directory Screenshots in attachement. Thank you.
Chrome fixes critical vulnerabilities - CVE-2020-6831 and CVE-2020-6464
Hello everyone, Google Chrome has updated its stable channel to 81.0.4044.138 for Windows, Mac, and Linux. This update addresses two security vulnerabilities. CVE ID Vulnerability Severity CVE-2020-6831 Stack buffer overflow in SCTP High CVE-2020-6464 Type confusion in Blink High To patch these vulnerabilities, initiate a sync between the Vulnerability Manager Plus server and the Central Patch repository. After the sync, search for the following Patch IDs or Bulletin ID and install them in
Chrome fixes critical vulnerabilities - CVE-2020-6831 and CVE-2020-6464
Hello everyone, Google Chrome has updated its stable channel to 81.0.4044.138 for Windows, Mac, and Linux. This update addresses two security vulnerabilities. CVE ID Vulnerability Severity CVE-2020-6831 Stack buffer overflow in SCTP High CVE-2020-6464 Type confusion in Blink High To patch these vulnerabilities, initiate a sync between the Patch Manager Plus server and the Central Patch repository. After the sync, search for the following Patch IDs or Bulletin ID and install them in your target
Chrome fixes critical vulnerabilities - CVE-2020-6831 and CVE-2020-6464
Hello everyone, Google Chrome has updated its stable channel to 81.0.4044.138 for Windows, Mac, and Linux. This update addresses two security vulnerabilities. CVE ID Vulnerability Severity CVE-2020-6831 Stack buffer overflow in SCTP High CVE-2020-6464 Type confusion in Blink High To patch these vulnerabilities, initiate a sync between the Desktop Central server and the Central Patch repository. After the sync, search for the following Patch IDs or Bulletin ID and install them in your target
[Term of the Day]: ITSM
Term of the Day “IT Service Management” Definition — What is ITSM? ITSM is widely known as IT Service Management, it is a process to Design, Manage, Improve, Deliver, and Support the IT services required for the end-users. ITSM primarily focuses on business objectives to help an organization grow aligned with IT processes and services. Why is ITSM necessary for your business? IT is increasingly becoming more complex and mission-critical to the business. Following its best practice is much needed
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