[SDF-70628] Adding approvals after request beeing Closed
Hi, It seems to me that after going to a Completed status like "Resolved" or "Closed" status, it is possible to add new approvals (and stages) on that request. Shouldn't it be disabled by default? I can remove it from the Actions menu (Submit for Approval) or remove the Actions menu itself with a script on Page Scripts but, if the request has got an approval process, I can't disable the "Add Stage" or "Add" approval buttons. Is it possible? Thanks, Pedro
Ability to Sort on Custom Fields in CMDB
Hello, I was wondering if its possible to sort by columns within the CMDB in ServiceDesk Plus Cloud? With the table settings it allows you to add other fields, but I'm not finding the ability to sort by columns. In the attached screenshot below, we would
[Term of the Day]: Post Implementation Review (PIR)
Term of the Day “Post Implementation Review” Definition — What is PIR and what is its key goal? PIR, the acronym for Post Implementation Review is a comprehensive feedback mechanism that takes place after a change has been implemented. This is done to evaluate the success and effectiveness and to identify the opportunities for improvements. The Post Implementation Review (PIR) process collects and utilises knowledge learned throughout a change that can be instrumental to optimise the delivery
Custom Report
Please provide a report Requests SLA violated for this per technicians on an request Columns: Ticket ID Created Date Requester Defined SLA Assigned Date Assigned Time by : h:mm Assessment technician technician spend time by: h:mm
[Blog] DevOps: A Philosophy for Rapid Progress
In the day and age of reaping results immediately, one set of practices that can be followed to achieve that effectively on a broad scale can DevOps. The lingo stands for nothing but Development Operations. The philosophy behind it could be thought as to fail fast and fail small. And this is a very cost effective way to run any form of operations. This is in stark contrast to the Japanese philosophy of Kaizen- continuous, paced improvement. Where Kaizen could be thought of as a life lesson, it might
[SDF-28921] Two search Suggestions
· Better Global Search – Allow the global search to search requests’ conversations and not just the main request detail section and notes. · Better Task Search – have a global search for tasks or have the current global search include searching tasks.
Status and history of request Table
Hi, What's SQL table name of Status and history of request ?
Error in Downloading an Attachment in Problems
hi in Problems Module, I can attach a file Successfully but when i want to Download an attachment file , SDP Show me this Error: "Unknown error occurred while processing your request." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments Best Regards.
ADSelfService not sending the complete certificate chain (CA root and CA intermediate).
Hello, Our ADSelfService Plus is configured to use SSL certificate. To achieve that we enabled the HTTPS option under the Connection settings, and put the pkcs12 certificate in ADSelfService Plus that it is linked in server.xml like the following <Connector name="SSL" sendReasonPhrase="true" relaxedQueryChars="\" port="443" minSpareThreads="25" maxThreads="150" maxSpareThreads="75" enableLookups="false" disableUploadTimeout="true" connectionTimeout="20000" acceptCount="100" secure="true" scheme="https"
[Term of the Day]: Recovery Time Objective
Term of the Day “Recovery Time Objective” Definition — What is RTO and why is it important? RTO, the acronym of Recovery Time Objective represents the maximum acceptable amount of time for restoring an unexpected failure or disaster and not result in significant damage to a business and regaining access to data after an unplanned disruption. It comprises of the following components: Starting from the point of disaster, the time before a disaster is declared, the time to perform tasks (as documented
Free webinar: Credential management best practices for business process automations
Hi All, Business efficiency is an endless pursuit for enterprises. Today, IT departments in many organizations rely heavily on automation to utilize available resources optimally, cut operational costs, and enhance overall productivity. As automation tools and platforms such as application programming interfaces (APIs), Internet of Things (IoT), and robotic process automation (RPA) bots continue to gain popularity among industries, the most prominent risk factor associated with automation is credential
MDaemon SMTP sending notification failed
Hi, We have MDaemon mail server in our organization and use SDP MSP v10.5.09, but get error "sending notification failed" while send mail. [11:46:26:102]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: QUIT| [11:46:26:118]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: 221 2.0.0 See ya in cyberspace| [11:46:26:118]|[08-06-2020]|[SYSERR]|[INFO]|[46]: com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.0 Authentication required I attached serverout.txt log to see my problem. What should I do? Do you have any best practice for
Wrong Asset attached to request
Anytime a request is submitted, the request will select and add the first asset that is assigned to that person alphabetically. Most of the time this doesn't help us because it will select a printer or monitor. It just goes off of the name of the asset. Most of our users are assigned only one IT Asset and a few NON IT Assets. Is there a way to have the Asset Field ONLY pull their IT Asset when a request is created? This means it will almost always be their computer that is added to the request.
[SOLVED] pass-through authentication AND DOUBLE AUTHENTICATION
DEAR SUPPORT I HAVE SDP 11.1 for easy of use we decide to enabling pass-through authentication. we do all step-by-step guide, SDP connect to AD service and in AD log we could see incoming authenticate request and log, we use MS chromium edge and google chrome browser, we configure internet option. when users try to access SDP service the browser ask for user and password, if USERS COMPLETE THE FROM THEY REDIRECTED TO WEB FORM USER AUTHENTICATION PAGE ? what is the problem ?
Notifications not triggering
We are attempting to enable Notification Rules to keep our users informed. However, last night we tested four and only one actually worked. We turned on Acknowledge sender by e-mail when a new request if received, Acknowledge requester by e-mail when a request is updated, Acknowledge requester by e-mail when the request is closed, and Notify requester when a request is assigned to a technician, and only the first of those generated an email. Firstly, is there a difference between the terms Acknowledge
Technicians can no longer view all asset groups
After upgrading to 11123 - Technicians can no longer view all created asset groups under Asset tab. As an admin, I can view them all. Were some sort of permissions changed for this? Anyone else experiencing this issue? I sent the physical link and they were able to access it that way, but cannot through the application. Thanks for any help.
New Install: WMI scan does not gather Interfaces
Is this an SNMP feature only?
[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
Next Page