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Custom Report to Show the number of notes left on requests
We would like to be able to track tickets that have been sitting with a team for an extended amount of time. Our helpdesk leaves notes on tickets that state to "Call User" when the requester calls back in on a ticket. We want to be able to run a report that shows: ID# | Group | # of Notes on that ticket We are on 10.5 Build 10509. This is a MSSQL database.
File Transfers to Linux(Unix) servers
Would be very nice to have a file transfer method for SSH sessions like they do for Windows RDP sessions.. As is I see no way through PMP to transfer files to Linux(Unix) servers
Incoming e-mail is multiplied 100s of time in SDP with General Exception3
Hi all, We are facing the current critical issue: - some incoming e-mail are being multiplied 100s of time in SDP with General Exception3 - there are no multiple incoming e-mails for the same subject/sender so this is happening only in ME - in logs we have the following reported errors: General Exception3 - Unknown cause3. If we delete the orifinal e-mail from the source mailbox, the mail fetching work OK. After a while, another e-mail is starting to get mutiplied and the issues is repeated. Please
Servicedesk Plus Standard Edition: Auto-populate value in template fields based on contents of e-mail ticket
Hi, We have enabled setting of ticket creation via e-mail. However when an e-mail ticket is created, template fields are not auto-populated. Our users request for template fields to be automatically populated based on contents of the e-mail and field mapping. Can SDP Standard Edition cater this request? If yes, please advise how. Looking forward for reply from ME engineer. Thanks & regards, Adilah.
[Password Manager Pro Masterclass] Connecting securely to devices in remote isolated networks.
Hi there, In the previous Masterclass session, we learned how to cater to the access needs of both internal users and trusted outsiders with adequate security controls. Here's the video recording of the session for your reference. The next session will focus on enabling secure communication between isolated networks without removing firewall protections for effective credential management. Password Manager Pro Masterclass Connecting securely to devices in remote isolated networks. Thursday,
ServiceDesk API Callback URL
Hello community, I'm in the progress of evaluating the SDP Rest API. One feature that we require is receiving the status change of a request in various external services. Here it says that one can set a callback URL which is triggered once the ticket has been resolved. https://help.servicedeskplus.com/api/rest-api.html To test this I installed SDP on my machine and created the default ASP.NET Core Web API project. However after creating a ticket via Postman and setting the callback_url to "http://localhost:61046/api/values"
Set description based on multiselect fields
Hi, I had created a script to populate the fields into description. However, i can't get the multiselect value to the description. It appeared "Undefined". Screenshot of the form And here is the script var description_content=$CS.getDescription(); $CS.setDescription(description_content + "I'm requesting SSLVPN as per information below.<br><br>SSLVPN Type:" + $CS.getValue("WorkOrder_Fields_UDF_CHAR36") + "<br><br>" + "Requester Name (External Only):" + $CS.getValue("WorkOrder_Fields_UDF_CHAR37")
Browsing History
Will this report on users browse history? Will this work on a Chrome device or is it Windows only? Mark
Support for Chrome on Linux - will it happen?
The product is described as Windows only for now. Any plan / date for supporting browsers under Linux? Thanks
[DidYouKnow -18] Quick data migration from other HelpDesk tools to ServiceDesk Plus.
In ServiceDesk Plus we have the following tools that support quick data migration. Also, we have come across a few scenarios, where customers stay with the old build of ServiceDesk Plus, after years when they plan to upgrade, they need to perform a sequence
ReadMe document of SDP before the release 9400 is not available
Hi Expert, It's found the ReadMe document of SDP before the release 9400 is not availabe through the link as below. https://www.manageengine.com/products/service-desk/readme.html Since the release of our SDP is 9230 and we're going to upgrade it recently, we want to know the details of upgrade service pack. Where could we get the required info? Or would you please send it to me? Thanks Oliver
Technicians \ VIP
We have users - technicians who also have "VIP status" and send requests to other departments. I can somehow mark them as a VIP-User? This option is only available for users - requesters. P.S.: Do you plan to add the icons for the groups of technicians and users? By analogy withVIP users. Visually, it helps to use.
[ForYourInformation -18] Designate technicians as VIP users
Hello folks, From version 11, a technician can be flagged as a VIP user. Navigate to ESM directory > User Management > Users, search for the user and mark him as a VIP user. Once marked, the VIP batch would be displayed in the technician list view. Benefits of marking technicians as VIP users, Executives like CEO, CIO, CFO, and other high-level IT Managers can be listed as technicians. They will
PHP Create Request v3 API Issue
I'm guessing I am missing something simple. Can can't seem to get my sample code to create a new request. The code: $payload = ' { "request": { "subject": "API Test Ticket", "description": "Some sample JSON to test v3 API", "requester": { "email_id": "bbunny@amce.com" } } } '; $ch = curl_init(); curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "POST"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Accept: application/vnd.manageengine.sdp.v3+json', 'TECHNICIAN_KEY:
Deploy extensions to Edge from the Microsoft Store
Is there a way through Desktop Central to force deployment of apps, specifically Edge extensions, from the Microsoft Store? Also is there a report that shows what apps have been installed from the Microsoft Store?
Weird Issue in User Administration
I am not sure if anybody else is facing this issue on Admin > Global Settings > User Administration. If the Full Control is enabled for SoM module in Technician user role, the role assigned users are not able to Add or Remove Computers from SoM > Computers ONLY if they have a scope defined. This issue is not seen when no scope is defined (or the user have global access).
Unable to assing email request to any technicians
Hi I'm testing out the software and only last thing that I couldn't work it out is assinging ticket by email. I am unable to assing email ticket to any technicians and also administrator unable to pick up ticket as well. I kept gettin error "failure: assigning group/technician failed" Everything is working well, I can assign if ticket is log via web ( by requestor) or created by admin. Have anyone seen this issue before ? Have I missed anything when setting it up ? Any suggestion would be greatly
Desktop support folks to view passwords
Does anyone know if I can let my desktop support folks view passwords without being an admin type user?
ESM Release: Schema Changes and Query Report Handling
ESM Release 11.0 has few tables' schema changes involved. Please refer the modified/removed tables and columns as explained in this post. Also, we have tried our best to run the db queries, written based on old schema, after conversion process. Schema Changes Any query reports based on the old schema or any new query based on the old table schema will be modified automatically using the new schema and executed in the database. Errors during the replacement are tracked in the FailedQuery.html file
Next Release : Release Management and Change Enhancements
Dear Users, Next release for ServiceDesk Plus Cloud will include "Release Management and Change Enhancements" and below are the details: Release Management ServiceDesk Plus Cloud now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy
[Webinar series] Learn what's new in our Active Directory and IT Security solutions.
Hello, We are delighted to send you this exclusive invite to ManageEngine's first ever What's new webinar series. Our product experts will explain in detail about all the recent features and enhancements in your favorite Active Directory and IT security solutions. Register now October 22, 23, 29 & 30 at 11 AM EDT Note: Register just once to attend all the sessions in this
notify technician when requester reply through email
I know that there is an option for the REQUESTER to get notified when a tech reply through email is appended to a request but what about the other way around? I'd like that when a REQUESTER replies through email and THAT is appended to the request, the TECHNICIAN gets a notification about that reply. Currently the conversation in the request gets updated, but the Tech has no idea that the Requester has responded to the email. makes tracking the conversation dependent on watching the ticket specifically.
Unable to Login using SAML on Build 10512
SDP Build: 10512 DB: MSSQL 2012 IDP: ADFS 2016 I have been trying to enable SAML in our ServiceDesk+ installation for the last couple of days but have been hitting a problem with the user's account not being loaded even though they have authenticated successfully. When the user logs in with SAML, they receive the below message: Unfortunately, this error code doesn't appear in the troubleshooting guide. I can see sso.log has been created on the SDP Server, but it is empty. The serverout0.txt file
Cannot edit new color theme option
We just installed the new update and some of the feedback we got from our staff here is that the blue text in the requests tab would be better if it was black text. I can't find a way to edit this text. When I go into "Admin > General > Theme", I see there looks like there would be an option to change some colors, but the "Custom Color" radio bubble is grayed out and i cannot change the "default color". Also even if i could change the default color settings, i don't see an area to change the text
Request-ID inside a Message for correct Assigning
Good Day I have some thought of how the Request-ID works and what could be improved from my point of view. As far as I know Messages are only assigned to the correct Ticket if the Request-ID. is inside the Subject of an E-Mail in the Format #Nr.#. For us it would be great if it were also possible that a Message is assigned if the Number is inside the Message itself and not only in the subject. Furthermore, it would be great if we could have multiple options for editing the Ticket-Nr. I know that
[SD-82254] CSRF vulnerability when adding a note in an incident
Hello, We've detected a CSRF vulnerability when adding a note in an incident. Can you fix it asap? Thanks and regards, vincent
Automatically change Status into "In Progress" when a technician is assigned to a "open" Incident
Hello, I'm looking for a solution to automatically change the Status of an Incident after a Technician is assigned. I tried "Custom triggers" and "business rules" but I did not find any way to check if the technician field is filled. May it is an other solution but I can find it. Thanks for your help Thomas
Adobe releases out-of-band security updates in its products
Adobe is considered one of the widely used third-party applications in the market with over 15 million active subscriptions. As announced earlier, Adobe has released out-of-band security updates today to patch a total of 82 security vulnerabilities across products listed below. Adobe Acrobat and Reader Adobe Experience Manager Adobe Experience Manager Forms Adobe Download Manager Of these 82 vulnerabilities, 45 are rated critical and if exploited, attackers can execute arbitrary code in the context
Gina not work on windows server 2008 or 2012
Hi everybody. We install ADSlefService on a server and Gina on all windows 10 (our clients) and other severs (2008 & 2012 & 2016). Gina is loading and working well on all windows 10 (show 2FA methods and accept tokens successfully) But Gina is not working on none of our servers: >after enter username and password on login page, Gina App box is loading as images i attached bellow one by one (1 then 2 and then 3). we turn off firewall and antivirus and also turn off "IE enhanced security" but nothing
I was adding a second domains and by mistake I've changed the setup for the main domain controller. Now I'm unable con access PMP by web.
Maybe for this case, just changing the configuration file should solve this problem. Any ideas?
A major security flaw in Linux Sudo has been discovered!
A potentially catastrophic vulnerability in sudo has recently been found that affects all Linux endpoints. This vulnerability (CVE-2019-14287), when exploited, enables users with hostile intentions to surpass security restrictions and run commands as the root user. Sudo is a core command in Linux that enables users to execute commands as other users including those that have elevated privileges such as another superuser or root user. Desktop Central now supports detecting and fixing the vulnerability.
Adobe releases out-of-band security updates in its products
Adobe is considered one of the widely used third-party applications in the market with over 15 million active subscriptions. As announced earlier, Adobe has released out-of-band security updates today to patch a total of 82 security vulnerabilities across products listed below. Adobe Acrobat and Reader Adobe Experience Manager Adobe Experience Manager Forms Adobe Download Manager Of these 82 vulnerabilities, 45 are rated critical and if exploited, attackers can execute arbitrary code in the context
Adobe releases out-of-band security updates in its products
Adobe is considered one of the widely used third-party applications in the market with over 15 million active subscriptions. As announced earlier, Adobe has released out-of-band security updates today to patch a total of 82 security vulnerabilities across products listed below. Adobe Acrobat and Reader Adobe Experience Manager Adobe Experience Manager Forms Adobe Download Manager Of these 82 vulnerabilities, 45 are rated critical and if exploited, attackers can execute arbitrary code in the context
How to add device correctly?
Hello! I downloaded trial version of NetFlow Analyzer and trying to do a first steps. I asked our network guy to set up to send NetFlow from specific device to NetFlow Analyzer Collector for the testing purpose, but software asking me to add device and i confused a little. As far as i understand we must set up NetFlow only on the device side, but what cridentials we need to enter in "Predefined Flow Export"? Administrartors account or User, or read only? Is it nessecery to do this? Can we just only
Cannot Login Using Administrator or Guest Account
Hello. I have successfully installed ServiceDesk Plus (using Postgres). When launching the application, the login screen appears with no errors. However, if I try to use the administrator or guest login I am receiving the following error: Username or Password is incorrect I have never logged in before. I have found other posts and documentation for resetting the admin password for for MySQL and MS SQL but nothing for Postgres. Can someone please tell me how to solve this problem so I can get into
Password Manager Pro new build 10302
Hi, Password Manager Pro 10302 has been released and is now available for download. In this build, a few enhancements have been done to the Password Manager Pro agent. From now on, while installing the agent on a remote server, you will have to provide a unique 'Agent Key'. Please see our Release Notes to learn in detail about the feature and enhancements included in this upgrade pack (build 10302). How to Upgrade to Build 10302? If you are an existing customer of Password Manager Pro,
Export all Requester data including additional fields
Hello, I have added a number of user additional fields. I’m having trouble writing the query to output the data that is contained in these new fields. It looks like the values come from the PEOPLE table and joined by CIID? The secondary goal is to be able to export all values related a Requester, update in the XLS file and upload. Can you please provide a query that will display all values associated to a requester.
Common questions about ManageEngine software.
Hello! I'm a newbie here and come across with ManageEngine software for the first time. Can you please help me, and answer for the following questions. My company is under 5000 employes, we are looking for software which can help us with: 1) Flexible work with NetFlow on Cisco and Checkpoint devices (including reporting and alerting for the specific traffic details like quantity of sessions) with FPM ~ 360.000. Baselining and other. 2) Work with Syslog for about 350 devices. 3) Make a Configuration
[ForYourInformation -17]: Add your own HTML for external web page
The ESM portal's layout and theme can be customized. External links to an organization's resource page or an intranet page can be added to the portal as well. To Customize the HTML goto [ ESM Directory -> ESM Portal Customization -> Customize ] For embedding the new card, you will have to place the below HTML after {{{{portal-cards}}} <a href="https://www.manageengine.com/network-monitoring/"> <div class="portal-widget"> <div class="row justify-content-around"> <div class="col-xs-4">
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