ServiceDesk Plus 11300 Released !
Dear Users, ServiceDesk Plus version 11300 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Make way for better ticket template and category predictions with Zia. Zia,
Upcoming End-of-Life of Request Admin V1 APIs
Dear users, This announcement is to inform you that we have plans to process End-of-life (EOL) for Request Admin V1 APIs and Worklog V1 as a part of the 2021 Q3 release. Post that release, any upcoming releases will not have access to the V1 Request Admin
Deprecating few params of v3 API urls
Dear users, We would like to inform you that we have made some changes to the V3 API (URLs starting with /api/v3) format. These changes are incorporated in the 11204 version of the application. To avoid disruption of service or normal operations, we
Upcoming End-of-Life of Request V1 APIs
Dear Customers, Today we are announcing the End-of-life (EOL) date of July 31, 2020 for Request V1 APIs. From that date forward, any upcoming releases will not have access to the V1 Request APIs. All clients and integrations based on V1 will stop working unless they are updated to use the latest V3 version of the Request APIs. We strongly recommend moving to the new version of APIs for all cases where the operations are supported in the newer V3 APIs. Previously, the support for the User and Technician
Request Custom Filter - Removal of Support for V1 API Operations
As part of the Request Custom Filter enhancements, we are removing support for the below V1 API Operations: View All requests [/sdpapi/request?OPERATION_NAME=GET_REQUESTS] View request filters [/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS] We
Minor Modifications to Change Approvals V3 REST API Format
Dear Customers, As part of the enhancements in Approvals features in the product, we are making minor changes to the Change Approvals REST API format. This will impact the operations to be performed via API. For the same reason, JSON input formats for
Introducing the new, unified agent for asset discovery in AssetExplorer
Hi there, AssetExplorer has replaced its existing asset inventory agent with the all-new, unified agent courtesy of Desktop Central, the unified endpoint management solution from ManageEngine. We are very excited to bring you this latest update that
End-of-Life of Request V1 APIs - Impact on Upgrade, Scripts and Integrations
Dear Customers, As announced earlier, we are dropping the support for Request V1 APIs from Version 11.3 of ServiceDesk Plus which is expected to release in a few days. Any future releases will not have access to the V1 Request APIs. All clients and
SAML Authentication FAQs
Listing here the FAQ's regarding SAML Authentication. 1. Despite having valid login credentials, why am I added as a new user in ServiceDesk Plus when logging in using SAML? When you log in using SAML, the IdP provides a login name in the SAML response. This login name is generated based on the NameID attribute configured in the IdP. Now, the new users will be added to SDP under below two scenarios. ( You can disable dynamic user addition settings in the Self-Service Portal to prevent the addition
ServiceDesk Plus 11200 Released !
Dear Users, ServiceDesk Plus version 11200 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Here's a list of the new features and enhancements that are available in the latest
Reg : Issue with inline images in recent builds of SDP
Many of the customer's would have reported missing images in description, resolution, notes etc... after moving to version 11138 and above. This is a product issue which we have identified and released a couple of patch's yesterday. The details are as
Free DIY ServiceDesk Plus implementation with Zia
An implementation plan tailor-made for your business needs. We've got exciting news for all ServiceDesk Plus users! DIY implementation using our internal chatbot Zia has been rolled out, and this means it's safe to say that our bot that offers customer
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User, As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. Note: This restriction is not
Request Notes V3 API Changes
Dear users, We would like to inform you that we have made some notable changes to the V3 API format for Request Notes. What's changing As a part of this change, we are renaming the request_note entity as note. The entity attributes created_by and
ServiceDesk Plus 11138 Released !
Dear Users, We are glad to announce the release of latest servicepack 11138 for ServiceDesk Plus. This servicepack includes 20+ new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack
Discontinuation of Agent-based Remote Control
Dear users, This post is to inform our customers of ServiceDesk Plus and AssetExplorer that the Remote control option using AE Agent would be discontinued in one of the upcoming service packs due to vulnerability issues. No Support for Java Applet: Java applet is one of the important components required for agent remote control. Since this is not supported by most browsers, we have decided to discontinue the agent remote control. Available options for Remote: We will still support remote control
[Security advisory] Authentication bypass vulnerability in ServiceDesk Plus build 10511 to 11133
Dear users, This is a security advisory regarding a possible authentication bypass vulnerability in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus version 10511 to 11133 who have enabled SAML authentication
[Security advisory] Authentication bypass vulnerability in AssetExplorer build 6503 to 6723
Dear users, This is a security advisory regarding a possible authentication bypass vulnerability in AssetExplorer, which has been identified and rectified. Users of AssetExplorer version 6503 to 6723 who have enabled SAML authentication are affected
Celebrate the Season: HAPPY HOLIDAYS!
On behalf of the ManageEngine Community team, we first want to take this opportunity to wish you all a very safe, warm and Happy Holidays. It’s been quite a year. Although it’s been challenging, we've been so
Upgrade assistance and final call to upgrade your ServiceDesk Plus to the latest version
Dear users, Thank you for being a valued customer of ServiceDesk Plus. This post is a kind reminder that our support is not offered to customers with builds more than a year old, according to our support policy. We are pleased to provide upgrade assistance
Invoking UpdateManager.bat ( upgrade tool ) after upgrading to 9400
Dear Users, If you plan to upgrade to a hotfix over 9400, invoking the UpdateManager.bat file ( in windows setup ) from ServiceDesk\bin directory will not invoke the UpdateManager tool. It is because the UpdateManager.bat file which internally invoke the UpdMgr.bat file has reference to older conf file location. To over come this, before invoking the UpdateManager.bat file, download the attached UpdMgr.bat or UpdMgr.bat.txt file and save it as UpdMgr.bat under the ServiceDesk\bin\scripts directory.
Endpoints and IT operations management seminar [Online]
Greetings, Over the past few months, the IT industry has been subjected to several "new normals," and there have been major changes in how IT teams operate. When the pandemic started, organizations supported remote work and modified their system to accommodate
SysAdmin Day 2020
A very special date is just around the corner again: Friday, July 31, 2020 - the SysAdmin Day 2020! This day gives us the perfect opportunity to thank and honor the System and IT administrators around the world for all the times they’ve come to rescue to keep the business infrastructure up & running 24/7. ManageEngine loves you all so much! Celebrate this day with ManageEngine and express your gratitude to the Warriors of the IT and walk away with exciting prizes. Visit: http://mnge.it/sysadmnday
ServiceDesk Plus 11128 Released
Dear Users, SDP 11128 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements : Frame Upgrade Information Tomcat upgraded to 9 jQuery upgraded to 3.4.1 Multi Level CAB Approval Add multiple approvals to any change stage. Apart from the CAB approval, you can add up to 10 approval Problem Support Group Support groups can be assigned to work on problems and group-based permissions can be configured for problems. Reports
Authorization Warning : on accessing view solution from Self Service Portal
If you happened to come across situations, where users are unable to access "I am looking for a Solution" from their Self Service Portal, even though they have access to the solutions tab. Then this article is for you. Behavior Change: 11118 SD-89683: If any custom widget is configured with the '/SolutionsHome.do' URL, then the operation param '/SolutionsHome.do?action=view' must be included in the URL, or else an error message mentioning "you are not authorized" will be thrown. Solution: (Applicable
Security Warning: Default Credentials Not Reset
Dear users, If you happen to find this banner with the warning message "Security Warning: Default Credentials Not Reset" in the web client, it is to indicate the Admin that the Backup password in the application has not been reset and is still using the same default password. As you know, the application backup file can be encrypted and the password for the same can be set from Admin > General Settings > Backup Schedule. With the build 11122, we released a security enhancement to force the administrator
ServiceDesk Plus 11123 Released
Dear Users, SDP 11123 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements Cancel Request Option to move unnecessary requests to Cancelled status. SDAdmins can grant request cancel permission to users. Theme Enhancements Using theme settings you can customize the application's default color and font. You can apply the theme settings for all users or allow each user to select their own color and font. Allowing
[ESM] How to move a request from one instance to another Instance
There could be numerous scenarios where there would be a need to move a request from one ESM instance to another instance. Consider two instances - SDP Helpdesk and SDP Facilities. A user unknowingly submits a request related to SDP Helpdesk in SDP Facilities, in this case, it would not make sense to create a new request in the facilities desk. Hence, we have come up with an HTML script that allows you to move a request from one instance to another instance. Steps: 1. Copy the attached move_ticket_esm.html
[Blog] Purchase Order Life Cycle
In good old days, the purchase orders process was sluggish, to order a product the organization had to type or print the PO. It had to be routed internally between departments for approval. After the PO approval, it had to be mailed or faxed or emailed to the vendors. This old-fashioned paper method could take weeks to complete. Today PO process has been digitized, it takes very minimal time to order and complete the PO life cycle, without any human errors. A purchase order or PO is a requisition
[Build: 11005] Customize Request Details Page
Hello users, Many of our users have asked us for a change in the position of a few details in the request details page. Hence, we have come up with a configurable option to customize the request details page. Using this, you can do the following customizations: Create a default layout for the technician and requesters. Rearrange the sections, tabs, and sections in the RHS. Remove unwanted sections from RHS. Add or remove details in the properties section in the RHS. Rollback to system default layout
[ForYourInformation - 40] Scheduled Ticket Deletion
The Schedule Data Deletion is an enhancement of the Data Archiving feature. It is available from the 11120 builds of ServiceDesk Plus. Schedule data deletion feature can delete tickets both active and archived, based on the configured schedule. All tickets created in ServiceDesk Plus will be stored in the database. When the business grows, the application database also grows exponentially, this has been always true that many organizations find it difficult in archiving and deleting old tickets.
ServiceDesk Plus 11120 Released
Dear Users, We are glad to announce the release of latest servicepack 11120 for ServiceDesk Plus. This servicepack includes new enhancements. Microsoft Teams Integration Set up the ServiceDesk Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view service desk tickets, pending approval, and chat with help desk technicians-all from within your Microsoft Teams accounts.Click
Partial support for IE 11 browser
This announcement is to inform our customers, that we will be providing only partial support for the IE 11 browser, from the 11116 builds of ServiceDesk Plus. Reference id: SD-87014 Why partial support for IE 11 browser? In ServiceDesk Plus, we always strive to provide the best customer experience, with enhanced security and swift web-based platform. To achieve this, we have decided to provide partial support for IE 11 browser, based on the following considerations. Limitation in development: Since
Withdrawing Servlet APIs for Asset Management
Dear users, This announcement is to inform you that we will be withdrawing the support for Servlet API operations for Asset Management from one of the upcoming service packs. You can now use CMDB APIs which is more advanced to perform operations like adding, updating and deleting assets. You can try our CMDB APIs from Admin > General > API > Documentation > CMDB. The support for Servlet APIs is expected to be withdrawn from the build 11119 for ServiceDesk Plus and 6713 for Asset Explorer. In case
Microsoft Windows Elevation Of Privilege Vulnerability
Dear users, As you may all be already aware that there is an elevation of privilege vulnerability exists in Microsoft Windows that could allow a man-in-the-middle attacker to successfully forward an authentication request to a Windows LDAP server, such as a system running AD DS or AD LDS, which has not configured to require signing or sealing on incoming connections. More information can be referred from the below article. https://support.microsoft.com/en-ae/help/4520412/2020-ldap-channel-binding-and-ldap-signing-requirements-for-windows
[Free webinar] ESM: How to rise to meet new service management challenges
We hope you all are safe and healthy. It’s our pleasure to bring you our webinar "ESM: How to rise to meet new service management challenges," featuring Forrester Principal Analyst Charles Betz, on May 27 at 9am PDT. With remote work becoming the new norm, service management professionals across companies now need to deliver services remotely. Employees can no longer just walk up to the service desk team when they need something. In this scenario, a single corporate portal that acts as the
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
Extending our Live Chat support
Dear users, We are all dealing with the uncertainty around COVID-19 impacting people and countries around the world, teams everywhere are moving to remote work. We are committed to helping our users in all possible ways during this crisis. In addition to our online chat support for the US time zone, we have now extended our chat support for the UK time zone. Our support agents can be reached instantly on our support portal during the window of time mentioned below, Europe Time Window: US Time Window:
Important Notice for users migrating to 11108
Dear User, We deeply regret the inconvenience caused. We have identified an issue with this 11108 migration and this ppm has been revoked from our site. Users who had installed build 9.2 or older and had gradually migrated to 11106 will face migration issue while upgrading to 11108. We have identified the issue and are working on a fix. So we request users who had downloaded the ppm, to not apply it in their environment. Customers who started on builds greater than 9.2 and gradually had upgraded
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