[DidYouKnow-32] Pending request count can be considered as an important KPI
The measure of time taken for tickets in Pending Status can be a perfect KPI in an IT Service Desk operations, let see how? In a Helpdesk environment, tickets are handled in 2 different ways. We expect tickets raised by the users to get resolved in the first interaction, in reality, most of them require back and forth conversations, between support tech and the user for various reasons. These ticket needs more attention and will be handled with different tickets status (on-hold, waiting for approval,
Backup to Network Share
I'm having trouble backing up SDP to a network location. I keep getting access denied errors. Does anyone know which account needs access and which permissions are needed? I have given servername$ full control permissions on the backup folder security settings but no luck. I found this link: https://pitstop.manageengine.com/portal/kb/articles/how-do-i-schedule-a-backup-over-a-network-share. But it doesn't specify which account needs access. I also found this link: https://pitstop.manageengine.com/portal/community/topic/backup-to-network-share-in-sdp-7-6-0.
Powershell custom script not displaying fail/success message
I have a script to assign tasks to the job owner which works however I'm trying to get the task details completed successfully pop-up to display after each task owner . I've tried all the variations I can find in the documentation but none seem to work. I've tried, $taskData $taskData.response_status.status $taskData.response_status.messages[0].message also tried all of these preceded by write-host and all produce the correct output when run through powershell but nothing is displayed when through
Custom Trigger to Share with Requester(s)
I'm looking for a way to share a ticket with a set of requestors whenever a particular ticket Category is selected. I'm thinking this should be possible with Custom Triggers, but don't know enough to go about coding one. Has anyone done something along these lines and would be willing to share how you went about it? Many thanks!
Report showing incoming and resolved ticket trend.
Hi, I would like to create a report on incoming and resolved ticket trend. I do manage to generate the chart but the data displayed is incorrect. I have attached the chart below: As you can see, the value for both incoming and resolved ticket are the same for every month except Feb 2020. This is due to null data present in the table. Set that aside, supposedly the data for both incoming and resolved ticket are not the same. For example, the value for incoming ticket for Feb 2019 is 39 and the value
All Windows versions compromised due to critical Zero-day vulnerabilities
Hello folks, Two critical zero-day vulnerabilities have been discovered in Windows Adobe Type Manager Library. Both these vulnerabilities are unpatched and allows attackers to take remote control of the systems affected (Remote Code Execution vulnerability). As of now, the attacks are not widespread and only limited targeted systems are hit. Versions affected All versions of the Windows Operating system is susceptible to attacks including Windows version 10, 8.1, 7, and Server 2008, 2012, 2016,
All Windows versions compromised due to critical Zero-day vulnerabilities
Hello folks, Two critical zero-day vulnerabilities have been discovered in Windows Adobe Type Manager Library. Both these vulnerabilities are unpatched and allows attackers to take remote control of the systems affected (Remote Code Execution vulnerability). As of now, the attacks are not widespread and only limited targeted systems are hit. Versions affected All versions of the Windows Operating system is susceptible to attacks including Windows version 10, 8.1, 7, and Server 2008, 2012, 2016,
How can I forbid the automatic addition of new servers to the Inventory?
Hi there, I am looking for a way to prohibit ManageEngine from automatically adding new servers to the inventory. Our company excluded all servers (or the server network address range) from the scheduled scan because we host many virtual servers that we don't want to include in the ME inventory. Each time the server network is scanned by the scheduled scan, they are added again. For this reason we have completely excluded the server network as a temporary workaround. For workstations, you will find
Upgrade DataSecurity Plus to the build 6013 to fix security issues
Hello All, We have fixed the Remote Code Execution (Remote Code Execution (CVE-2020-11531) and Authentication ByPass (CVE-2020-11532) vulnerabilities reported by Sahil Dhar (Xen1thlabs) in our build 6013. If your current build is between 6000 and 6012, please upgrade the product to the build 6013 to ensure that DataSecurity Plus continues to run safely and efficiently. To Upgrade: Download the Service Pack Apologies for
Form/Field Rule not executing custom script on submit
Has anyone run into this? I have a custom script that I've written to set the description to a series of variables pulled from field values in the Service Catalog. The script itself works fine when I edit the request. I currently have it defined under Field and Form Rules as a "On Form Submit" with no conditions and set to execute on create/edit. When the request is submitted, the values are not populated but when I execute an edit as a technician, the description gets set with all the values. Any
Opening up ManageEngine's Secure Remote Access Toolkit to the World
Hi All, Due to the rapid outspread of COVID-19, Zoho Corporation (including all three brands: Zoho, ManageEngine, and WebNMS) has decided to switch its entire workforce to a remote work model. Until this global crisis has been brought under control, the majority of our 8,000+ employees residing in over 10 countries will be working from home. We're able to make this shift seamlessly only with the help of our Zoho suite of apps for remote collaboration, as well as the ManageEngine solutions for
Opening up ManageEngine's Secure Remote Access Toolkit to the World
Hi All, Due to the rapid outspread of COVID-19, Zoho Corporation (including all three brands: Zoho, ManageEngine, and WebNMS) has decided to switch its entire workforce to a remote work model. Until this global crisis has been brought under control, the majority of our 8,000+ employees residing in over 10 countries will be working from home. We're able to make this shift seamlessly only with the help of our Zoho suite of apps for remote collaboration, as well as the ManageEngine solutions for
Opening up ManageEngine's Secure Remote Access Toolkit to the World
Hi All, Due to the rapid outspread of COVID-19, Zoho Corporation (including all three brands: Zoho, ManageEngine, and WebNMS) has decided to switch its entire workforce to a remote work model. Until this global crisis has been brought under control, the majority of our 8,000+ employees residing in over 10 countries will be working from home. We're able to make this shift seamlessly only with the help of our Zoho suite of apps for remote collaboration, as well as the ManageEngine solutions for
Opening up ManageEngine's Secure Remote Access Toolkit to the World
Hi All, Due to the rapid outspread of COVID-19, Zoho Corporation (including all three brands: Zoho, ManageEngine, and WebNMS) has decided to switch its entire workforce to a remote work model. Until this global crisis has been brought under control, the majority of our 8,000+ employees residing in over 10 countries will be working from home. We're able to make this shift seamlessly only with the help of our Zoho suite of apps for remote collaboration, as well as the ManageEngine solutions for
Best virtual server management practices for exceptional IT operations
IT teams have a hard time handling zombie VMs, host hardware configuration backups, CPU resource allocation, and memory utilization. So we came up with practical, tried-and-true guidelines for impeccable virtual server management. This ebook sheds light on: Virtual server monitoring and management cycle 10 tried-and-true virtual server monitoring best practices How to choose a suitable virtual server monitoring tool Read more: https://https://www.manageengine.com/network-monitoring/server-virtualization-management-best-practices.html
[SDF-55671] "Resolved" requests aren't reopened after the Requester response
have this problem after update to ver 11106 and 11107 also. options in Self-service portal doesn't work When the requester replies through E-mail / Portal to the closed requests. Perform the following: ReOpen the request always. Reopen the same request within days from closed time. Else, create as a new request. Append the reply as conversation to the request and notify technician. Create as a new request. 3 options does not open a request the last one add note to closed request that "the new request
Custom Script for CC notification
Hi Is it possible to get a custom script made that I could use in the step for custom trigger? I would like for it to include in the notification ALL tickets that were created when an email is received with a different support group in the CC (or the TO field). Currently I can get the custom trigger to send me a notification whenever two or more teams are on the CC email...but it does not show the other request number. Thanks
Get reports and manage permissions at a granular level now using SharePoint Manager Plus!
Using SharePoint Manager Plus you can now: Generate reports on lists, list items and their specific permissions. Manage permissions at the list item level. Want to know more about this? We'll be more than happy to help. Write to us at support@sharepointmanagerplus.com
Attaching Documentation
Hi I was wondering what other do about attaching documents to Assets, if a document is attached there is no issue control available so the documentation can very quickly become out of date, I would prefer to put hyperlinks to a document store where documents can be held and updated has anybody done this any ideas for adding hyperlinks and where would be good to see what others have done
ESM Licenses
I'm a free standard user of ServiceDesk Plus. Tool I love and recommend to everyone related to ITSM. I just created a new instance in a ServiceDesk Plus v11 and I tried to apply a free standard license. How this works? I can't have 2 free standard licenses in the same ServiceDesk Plus installation? I could install 2 SDP in the same server, I just wonder how it works. Do I need a ESM license? is it for free too? I'm freelancer so I don't have more technicians and probably i will never have them.
creating a script
I need to create a script doint the sum of one field il all tickets
Unable to promote requestor to technician - Everything still shows as requestor
We’re using a free version of ServiceDesk Plus with five technicians, we’ve recently hired a sixth technician and simultaniously I’ve resigned. So as I have just a few weeks left working here, I used one of my colleagues accounts to change my SDP account to requester, freeing up one of the technician licenses. Now when I try to raise my boss’s account from requester to technician the license says that everything is fine and i can save the change but she still sees everything as just a requester.
Request collaboration
Hi, We're having a problem with request collabortation. The collaboration notification shows technicians that haven't been looking at the specific request for days. I even created a new test technician account, opened up a request, navigated to another request and then logged out. When viewing the request with my own account it still shows that the test account is viewing the request. SDP 10514, MSSQL
External project members
Is there a way to add external team members to a project? Business case would be a collaborative project with a MSP.
[SOLVED] Text display error
Hi, We have found an error in the display of text in the description field after adding background color for the text. Please see attachments (the black boxes are my edits). back_1.png is the edit mode and back_2.png is the view mode where you can see the error. SDP 10514, MSSQL. Tested in Chrome and IE11.
Opmanager
Hola, desde hace tiempo he intentado instalar la aplicación Opmanager pero no me resulta la instalación, la licencia que tienen en la empresa en donde trabajo es una licencia perpetua de una versión algo vieja. Creo que se debe instalar con algo que se llama así como produckey y no tengo la más mínima idea de como utilizar ese archivo, según recuerdo esta debe ser instalada mediante comandos. Espero su colaboración. Quedo atento y muchas gracias.
Zero day Vulnerability - Need immediate attention! Desktop Central Server might be compromised.
Dear Customer's, At ManageEngine, we consider security as our top priority. That’s why we bring it to your immediate attention, that some versions of Desktop Central Server contain an unauthenticated remote code execution vulnerability (originally reported by Steven Seeley of Source Incite). Since this vulnerability has been declared as "Zero Day - Vulnerability", we could see that some of the enterprises were targeted and few customers network compromised. Ever since this vulnerability was brought
Failed upgrade from 11106 to 11108
Hello, the upgrade failed, 11106 to 11108 and or desk is down. I followed the directions and service desk service is stopped and I started the restore from a backup I took just before we started to upgrade. It's taking a very long time. Our backup has 18 parts. Would it be better to just delete the application, download the version we had 11106, apply our license and then restore? I'm not sure which is the new install file...see attached file...I think its the one from the red arrow. I have a support
not enough disk space to download patch? But yes there is...
I am evaluating Desktop Central. I have a patch (1909_x64.exe, a Win10 update?) that has failed to install with the message that there is not enough disk space to download the patch... 10GB required. But I have 219GB available on my drive where Desktop Central is installed. I have also confirmed that the patch repository is on that local drive. I had the same message earlier on a different patch, but it installed after a client and server reboot. Any ideas?
Stuck on 'validating image creator components'
I'm not sure why this is happening as it was working. I'm trying to image a devices and it always gets stuck on validating image create components and fetching partition details regardless of the device. I've confirmed no FW and AV is disables seems to be something going on the DC server. Any thoughts or how to troubleshoot?
New Release: ADManager Plus 7053 (March 2020)
Hi, We are excited to announce that we have rolled out the latest build of ADManager Plus, 7053, with a vulnerability fix. You can download it right away. Fix This release includes fixes which make ADManager Plus immune to unauthenticated remote code execution vulnerability. Do let us know in case you need any assistance or information. Cheers, Team ADManager Plus Toll-Free: +1 888-720-9500 Email: support@admanagerplus.com
Can we retrieve the list of account authenicated without LDAPS ?
Hi Team, Can we retreive from AD AUDIT+ the list of account (User,services, applications,...) that authenticate without LDAPS ? Thanks in advance.
[Blog] The best ways to sell your Self service to your employees!!
How well do we feel when we brew our coffee from the Vending machine? We get exactly what we want. We know Self Service is beneficial to us because it saves time and helps to get quick service. Businesses with Self Service have always been delivering the service on time to the end-users and in turn, raise the bar to employee satisfaction. With that said, Convincing the Employees to use the Self-service is not as easy as building a Service Catalog. WHY? 1. Not all our users are tech-savvy. They
[RHEL] Problem during restore v11000 [Stand alone PGSQL-DB]
I am on RHEL 8, SDP v11000, attempting a restore I get the below error, log is attached. One thing to note this is a restore from a Windows build of SDP 11000 to RHEL SDP 11000 w/ a stand alone instance of postgreSQL java.lang.Exception: Exception occured while restoring, CheckSum file is missing /opt/SDPRestoreFiles/BackupPart1.data,path ./BackupPart1.data.txt
Deleting old departments in ServiceDeskPlus
I am trying to run the query update resourceowner set deptid= null where deptid=309; but am getting a java error. java.lang.StringIndexOutOfBoundsException: String index out of range: -1 at java.lang.String.substring(String.java:1967) I know what the department IDs are having run another query I got from another post on here, but whichever ID I try I get this error. What am I missing ?
[SDF-36986] Purchasing Workflow
Is there any plan to allow building of workflows/business rules for approvals in the Purchasing module? We have a couple hundred vendors with varying approvers. We currently enter a PO for every invoice/purchase made by the IT department for all products and services. It is hard to keep track of who needs to approve a specific PO. Being able to setup business rules based on Vendor, Product &/or Service, GL, or other entered criteria would help us improve our accuracy and be able to allow for others
Purchase History by Product
I am often asked when the last time we purchased something and what was the cost. There is not a good way to get this information out of SD+. Having the ability to search purchase history by product or service would make this so much easier. Right now, I have to search all POs for the vendor and open every PO until I find the item in question. In many cases, we have multiple vendors for This takes a lot of time. Running a report, then having to sort & filter also takes a lot of time that I
Upgrade failed in Production Setup
Upgrade failed in Production Setup log file
ServiceDesk Plus 11107 Released
Dear Users, We are glad to announce the release of latest servicepack 11107 for ServiceDesk Plus. This servicepack includes new enhancements , behaviour changes and Issue fixes. Enhancements : 1) Operational-level Agreement Configure Operational Level Agreement to ensure that the SLA is achieved by the internal groups working on the request. 2) User Addition from instance based on ESM directory application settings Under ESM Directory >> General Settings >> Application Settings, you can enable the
[SDF-85549] How do I look at the email header of a request?
Tickets come in from emails. I would like to look at the email header information of a request. Is this possible? Thanks in advance. Brian
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