Email trigger from Ticket Create
Good day, is it possible to trigger and email by using a specific Incident template. Meaning can we create a incident Template that as soon as it creates it automatically notifies a thirdparty ( email address) about the issue? We have external parties that we depend on a email to be shared once an issue is raised internally. to elaborate more: if our VPN connection does not work we want any technician to create a ticket using Incident Template for VPN down, and then this should immediately let the
I have tehe Cisco Nexus 5548 switch I need to added more device templates. Where I can to do download of the MIB to this device?
now on the last version we have 3 monitors, but I need others, I can´t find this information, thank you
Microsoft now requires SHA-2 algorithm to patch Windows legacy OS versions
Microsoft has said in an official statement that it will be ruling out the support for SHA-1 algorithm and migrate to SHA-2 hash algorithm for code-signing purpose. Customers running legacy OS versions (Windows 7 SP1, Windows Server 2008 R2 SP1 and Windows Server 2008 SP2) will be required to have SHA-2 code signing support installed on their devices by July 2019. Any devices without SHA-2 support will not be offered Windows updates after July 2019. Microsoft will be releasing updates that introduces
Microsoft now prefers SHA-2 algorithm to patch Windows legacy OS versions
Microsoft has said in an official statement that it will be ruling out the support for SHA-1 algorithm and will migrate to SHA-2 hash algorithm for code-signing purpose. So, Customers running legacy OS versions (Windows 7 SP1, Windows Server 2008 R2 SP1 and Windows Server 2008 SP2) will be required to have SHA-2 code signing support installed on their devices by July 2019. Any devices without SHA-2 support will not be offered Windows updates after July 2019. Microsoft will be releasing updates that
Requester Dashboard
Hi, is it possible to enable dashboards for requesters? I see on the requester profile the Dashboard Icon shows however states, " you are not authorized to view this page." Please advise. Regards
Java.exe Process 100% CPU
Hi Team, I've currently got the Java.exe file renamed on my server as if it's allowed to start it consumes 100% of the CPU. I've had a look at numerous other forum posts regarding this matter but most of them don't have resolutions in them but end up contacting support directly. Is there a fix for this? Thanks guys!
I can't install ServiceDesk licence file on CentOS 7
Hi, How can I install licence file on CentOS 7? You can see inn the attachment. I need help. Thank you, Regards, Mustafa
[SOLVED]Troubles finding fields
I am looking to find the location of the below fields within the database. This is under a request, and properties. If someone can just point me to the table that would hold this content I will be able to link it how I need it. Thanks in advance.
[Free e-book] Best Ways to Map Impact of Application Performance Issues on Business goals
Today's IT infrastructure is more dynamic, flexible, and elastic than ever before. But are you ready to keep up with the pace? Do you have enough visibility into your IT infrastructure to identify and troubleshoot code-level issues? Are you offering your end-users seamless user experience? Is poor application performance impacting your business? So how do you overcome all these challenges? The key lies in developing the right application performance
ServiceDesk Cloud - Free Version
Hi, We will use the free version of ServiceDesk Cloud. We are now in the try period, and we have all features enable for that. Is it possible disable the extras features and start from now just the Free Version (ServiceDesk only)? Thanks Paulo Santos
Force reboot after applying an install patch even if the user is not logged in
I'm trying to create an automated security update (istall patch) and force the reboot the computer after the updates have been completed, but there is only the option to force reboot after first log in by the user. Is there a way to automate and force the reboot upon the completion? Is this option only on the liscensed version or is there another peice to desktop central that I'm missing that can force the reboots after completion for me?
Onhold notes under request notes
Is it possible to have the notes that we insert when we put the request onHold under the main-notes of the request? maybe in this format: "request Onhold with this reason: <text>" Is much easier to check the status of a request on the main page and know why a request is onhold. Thanks Regards Stefano
azure monitor
Hi, I try to monitor azure through apm cloud function, but I always got this error from apm when added azure into monitor group. any ideas how to solve it? Error from APM: Azure Services discovery failed. The subscription xxxxxxxxx could not be found. Please refer Prerequisites link. when I use azure to login, I can see this subscription is under my email address, but has problem to add this subscription into azure apm. Thank you! Code Chang
Operator View all domains
Hi, I am trying to allow access to the admin console for our technicians (operator role) but they can only administer the domain their account exists on? How can I allow the operator role access to all domains akin to the super admin role? We also use ADAudit Plus and this allows to check box the required domains that the operator has access to, but I can't see this option in ADSelf-Service? Any help would be appreciated. Thanks
AD Self Service Plus as an Advertisement Engine
I have a concern with the fact that my local installation of AD Self Service Plus is being used to generate Webinar advertisements for ManageEngine's other solutions, in this case - AD360 the Integrated identity and access management (IAM) solution. I recently received an email from our helpdesk email address to our server admins address generated from ADSSP on our server advertising a webinar. I see this as an inappropriate use of the software and our server resources since I have purchased a license
Captcha Service - Screen Reader
Hi, We have identified an issue in our organisation relating to the Captcha functionality and users who are using screen reader software. The screen reader software being used does not work with the Captcha in its current state, would it be possible to add an audio option to play the captcha to those users and/or move to a service like ReCaptcha by Google: https://www.google.com/recaptcha/intro/v3.html I think they have a Open API to implement.. We wouldn't be keen on moving away from using the Captcha
Mac and Linux Remote Connection
Hello, I have a problem when I'm trying to connect to some mac and linux machines. All time I see a green screen as shown on the screenshot
[SOLVED] Worklogs and resolving tickets now a PITA
Hi, Prior to upgrade, technicians could: 1. Enter resolution 2. Choose resolve. 3. Add worklog, ticket resolved Post-upgrade: 1. Cannot enter resolution as first step. 2. Cannot choose resolve as second step. A worklog has to be created first before resolution and resolved can be entered. While not a "show-stopper". certainly a pain in the .....
Adobe releases an update to fix a bug in their Zero-day patch released a week ago
After the update that was targeted at fixing the zero-day vulnerability, failed to patch it, Adobe has released another patch to fix the critical information disclosure bug in Adobe Acrobat reader. This zero-day vulnerability which was tracked as CVE-2019-7089 was reported by a security researcher on Jan 26 which could lead to disclosure of sensitive information. On Feb 12, Adobe tried resolving this issue by releasing a fix for this zero-day bug. But the security reacher found a by-pass in the
Adobe releases an update to fix a bug in their Zero-day patch released a week ago
After the update that was targeted at fixing the zero-day vulnerability, failed to patch it, Adobe has released another patch to fix the critical information disclosure bug in Adobe Acrobat reader. This zero-day vulnerability which was tracked as CVE-2019-7089 was reported by a security researcher on Jan 26 which could lead to disclosure of sensitive information. On Feb 12, Adobe tried resolving this issue by releasing a fix for this zero-day bug. But the security reacher found a by-pass in the
ServiceDesk Plus API Post
Hello, I am trying to update a request but I receive the following message: {"response_status":{"messages":[{"status_code":4001,"field":"input_data","type":"failed","message":"Value not present for input_data"}],"status":"failed"}} I am trying to update the subject field: input_data= { "subject": "blah blah blah" } "@ Thanks.
Assets
I have a two part question/issue. I need a way to track consumables other than running a report of what has been received. I need to know where they were used and who used them for billing purposes. I also need to keep an inventory of said items (i.e. jump drives & replacement laptop batteries) to make sure we don't run out. From what I can find, Service Desk Plus does not track any consumable asset. Has anyone figured out a way of doing this? Second, while in a service request, is there a way
Change Eventlog Analyzer Server Name and IP-Adress
Hi, I have to change Eventlog Analyzer Servername and IPAdress. The Server starts, but shows old name and IP under Hosts. How can I changed this? Thanks Bastian
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', here's a recording of the session. If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial.
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', here's a recording of the session. If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial.
SUGGESTION - Re-ordering template tasks
We currently use quite a few request templates, each with their own set of tasks that need to be completed before the incident can be closed. However, sometime we have the need to insert a new task. Is it possible to change the current database, or would it be possible in future, to be able to re-order the tasks so that they follow a logical order please? Many thanks
HTML Formatted Description from Database
We have a need to display the original email body in a sql server reporting services report. From what i have seen, i haven't been able to get the original formatted email body unless i access the request using the REST API, which SSRS doesn't support. Is the description stored somehwere in the database formatted? The description field in the WORKORDER table only displays the unformatted text of the original message.
[SOLVED] Update fields from email
Hi, is it possible to update fields from requests and/or changes throguht incoming e-mails? If not posible, there are some functionality like that? This external events may be produced by non-login technicians. Thank you.
Data Archive
I am not sure how many records are in our archive (at least 6 years), but there should be another feature added to purge records out of the archive. I would like see another option of data archive to purge the archive of old records. Of course make this configurable like the archiving options. Thanks - Craig Rice
Windows 7 Updates and SHA2 Support
MS will be delivering SHA2 code signing support for Win7 updates in March with SHA1 support removed by September https://support.microsoft.com/en-us/help/4472027/2019-sha-2-code-signing-support-requirement-for-windows-and-wsus Will this have any impact on DC delivering patches? Mark
How to track accessories in asset management
I would like to explore tracking of keyboards, mice, headsets, etc in Asset Explorer, but it seems that the "Asset Component" feature forces me to associate these items with an asset. But for example we have hundreds of thin clients all used by different users throughout the day, and no easy way to associate a keyboard with a particular thin client nor would I want to because I don't care to track them that closely. I'd rather either associate them with a user, or just track a certain quantity so
Unwanted line breaks in notification templates
Why html-editor insert <br> in the end of every <div></div> ? This behavior is very strange and frustrating when customize notifications. And it breaks my templates. I want to control html code myself, without any auto-substitution and auto-formatting. How disable this?
Where is Trash for Problem, Changes, Projects and Solutions module?
The Requests module do have Trash. Why is it not available for other modules such as Problem, Changes, Projects, and Solutions? This is very helpful is someone accidentally deletes any record under Problem, Changes, Projects and Solutions.
[Survey] Help us understand and measure your SOCs performance
What gets measured gets managed. Are you measuring your security operations center's (SOC) performance? The IT security team's performance measurement has always been subjective in the last decade. With more and more security techniques emerging, organizations come up with different metrics to measure the performance of their security operations center (SOC). But, are you measuring the output correctly? Most times, organizations measure the right parameter but in the wrong way. How do you know
Help us understand and measure your SOC performance
What gets measured gets managed. Are you measuring your security operations center's (SOC) performance? The IT security team's performance measurement has always been subjective in the last decade. With more and more security techniques emerging, organizations come up with different metrics to measure the performance of their security operations center (SOC). But, are you measuring the output correctly? Most times, organizations measure the right parameter but in the wrong way. How do you know
[SOLVED]Distracting popup when changing fields
Hi, I like the idea with the popup window in the later versions of SDP that shows up to help the user when mandatory fields is missing in a request. But in some cases it's quite annoying: For example when our users are switching between different sites and are trying to select a support group (field is mandatory) contained in that site there is a delay where the system locks up before the help window shows. In this case, the help windows isn't really needed. Most of our users know that they have
Business rule. Only show:
When creating a new rule, you need an action - "show selected options". I do "Delete Options" and "Add Options", It is very difficult to add a large list in the "Delete Options"
Approve Service Requests by email
I have some users that don't want to log into the portal to approve Service Requests. Is there anything I can add into the email template that would allow them to approve or deny via email?
Logs issue fixed - Update to the latest hotfix
There was a password printing issue in our logs, which is now fixed. There's no printing of critical data in the logs any more, we have ensured with thorough testing that the logs are cleared of any passwords. Our customers can upgrade to the latest hotfixes as applicable. Security is our foremost priority, and we will strive to upkeep our users' security. Thanks for your understanding and continued support. Request users to update to the latest builds. You can learn about it here. https://www.manageengine.com/products/desktop-central/vulnerability-in-log-files.html
Update to the latest hotfix - logs issue fixed.
Hey all, There was a password printing issue in our logs, which is now fixed. There's no printing of critical data in the logs anymore, we have ensured with thorough testing that the logs are cleared of any passwords. Our customers can upgrade to the latest hotfixes as applicable. Learn about it here: https://www.manageengine.com/products/desktop-central/vulnerability-in-log-files.html Security is our foremost priority, and we strive to upkeep our users' security. Thanks for your understanding and
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