ServiceDesk Plus 11110 Released
Dear Users, We are glad to announce the release of latest servicepack 11110 for ServiceDesk Plus. This servicepack includes new enhancements , behaviour changes and Issue fixes. Enhancements : Unified Activities for Request & Tasks Technicians can now view requests in Classic View or choose to view both requests and tasks in Combined View, depending on their convenience. Click here to learn more about the classic view and click here to learn more about the combined view. Move Requests Across Instances
A summary of the latest enhancements in ServiceDesk Plus!
The latest enhancements in ServiceDesk Plus revolve around a wide range of areas such as OLAs, notifications, custom views, chat, integrations and so on. Read on to know what they are. 1. OAuth: Configure the mail server with Modern Authentication (OAuth 2.0), a standard that apps can use to provide “secure delegated access”. Learn More>> 2. Add images to notes: 3. Support for Always on Availability Group (AOAG) for MSSQL instances: The "Always On Availability Group" acts as a backup server in case
[ForYourInformation -34] ESM ticket movement simplified
Now ESM customers can move tickets between instances, this feature is available from 11110 and post builds of ServiceDesk Plus. Yes, just in a couple of clicks the tickets will be moved from one instance to another instance spontaneously. In any IT Service Desk environment, for a new user to choose the right template and submit a ticket will be quite challenging. At times they tend to submit tickets in an inappropriate queue or an incorrect ServiceDesk Plus instance. When days pass by the ticket
Upgrade DataSecurity Plus to build 6013 to fix security issues
Hello All, We have fixed the Remote Code Execution and authentication bypass vulnerabilities reported by Sahil Dhar (xen1thlabs). If your current build is between 6000 and 6012, please upgrade the product immediately to the build 6013 to ensure that DataSecurity Plus continues to run safely and efficiently. To Upgrade: Download Service Pack Apologies for the inconvenience caused. Security is our foremost priority. We will strive to maintain the
Announcement on directory traversal vulnerability
Dear users, We had identified directory traversal vulnerability (also known as file path traversal) in ServiceDesk Plus which is a web security vulnerability that allows an attacker to read arbitrary files on the server that is running the application. This vulnerability has been reported in the build 11100 and we have fixed it in the latest patch 11106. We request you all to upgrade the application to the latest build if you are on any build between 11100 and 11105. You can download the service
Announcement on Ghostcat vulnerability (CVE-2020-1938)
Dear users, Ghostcat is a serious vulnerability in Apache Tomcat discovered by security researcher of Chaitin Tech. Due to a flaw in the Tomcat AJP protocol, an attacker can read or include any files in the webapp directories of Tomcat. For example, an attacker can read the webapp configuration files or source code. In addition, if the target web application has a file upload function, the attacker may execute malicious code on the target host by exploiting file inclusion through Ghostcat vulnerability.
ManageEngine User Conference 2020 - Mumbai
Dear users, We are pleased to announce our first-ever Indian User Conference. Get ready to join us at the ITC Maratha, Mumbai for 2 days of learning, and fun! We'd love to see you in Mumbai for the ManageEngine UserConf '20 from Feb 5-6, 2020. It's going to be two days packed with expert keynotes, product demonstrations, a kickass bash, and more! We've even got an entire track dedicated to IT service management - click here to check out all the details. Highlights: Check out our latest products,
ServiceDesk Plus 11100 Released
Dear Users, SDP 11100 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes : API V2 Removal : Rest API V2 will no longer be supported. Framework Upgrade Information : JRE Update : JRE updated from Oracle jre 1.8.152 to Zulu openjre 1.8.222 [This is a free version]. Enhancements : Resource Images Add images to all available resources in the Service Template. Resource Planning Under the Resource Management
[DidYouKnow -10] Loaning assets and tracking them made easy
Hello folks, Tracking the loaned assets has always been a tedious process as it involves a lot of paperworks. With ServiceDesk Plus, tracking loaned assets can be made tidy. This feature helps technicians to lend assets and manage them in a systematic way that provides the below-listed functionalities. To mark assets which can be loaned. To loan and return assets in bulk. Separate list view for loan expired assets. Notifications can be triggered when assets are loaned, assets are returned from loans,
Introducing Live Chat Support
Dear users, After a trial for the past few months, ServiceDesk Plus support is excited to launch online chat and engage with customers in a new, more accessible way. We hope to cut resolution times on those quick or easy questions to minutes rather than hours. You can reach us by chat by visiting, https://pitstop.manageengine.com/portal/home Cheers..!
ServiceDesk Plus 11005 Released
Dear Users, We are glad to announce the release of latest servicepack 11005 for ServiceDesk Plus. This servicepack includes new features, behaviour changes and Issue fixes. New Features : SDF-76315 : Request Details Page Customization Customize the Request Details layout by moving around the following : Fields in the right panel Resolution, Tasks, Work-logs, Approvals, Dependencies, Time Analysis, and History tabs Description, Conversations, and Properties You can customize the Request Details layout
Deprecating version 2 REST API
Dear Users, We are deprecating the version 2 (/sdpapiv2/<modules>) of REST API for all the modules in ServiceDesk plus. At present, the following modules support version 2 format: task, worklog, solutions, attachments. These changes have been done to bring consistency in the format across modules. The support for version 2 will be completely removed from Jan 2018. We are pleased to inform that version 3(/api/v3/<modules>) format of REST API has been released already for all the modules
IT analytics in 90 seconds: Tracking projects using burndown charts
Track work that's yet to be completed, and predict when your project will be finished using the Project Burndown report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Script Master - 6: How to create new requests automatically based on field or resource values in parent requests.
Hello users, Wishing you all a very happy new year 2017. Today's Script Master's post will help you to trigger the creation of a child request in ServiceDesk Plus, based on the values in certain fields of the parent request. The request id of the child request is captured and added as a note to the parent request. Also, the request id of the parent request is appended to the subject line of the child request. This is done by using an API call to create a request in ServiceDesk Plus.To add the
Script Master - 3: How to implement dynamic request approval through custom triggers with configurable CSV file.
Good morning folks! First, I'd like to wish all our users a happy thanksgiving on behalf of ManageEngine Pitstop. We all know that one size doesn't fit all. This is true even in the case of request approvals. Not every request must be imposed with the same approval mechanism. So this week, the Script Master's post is about having a dynamic request approval mechanism in place through custom triggers with configurable CSV file . In case you've missed the Script Master's post last week, head here.
Important: Expiry of IOS Push Notification Certificate
Dear User ServiceDesk Plus IOS push notification certificate will expire on December 12, 2019. To continue using the push notification service, upgrade to ServiceDesk Plus version 11007. Alternately, you can follow the steps: 1. Shut down your application. 2. Navigate to <SDP_home>\conf. 3. Paste the SDPProductionCertificate.p12 file downloaded from here. Also, delete the existing file. 4. Start the application. Regards Edwin Vasantha Kumar Servicedesk Plus Team
Custom Scripts - How to automatically share a request using custom triggers
Hello users, This post will to help you share a request automatically using custom triggers.The feature to share request helps technicians and requesters to access a request that is beyond their scope of viewing and editing. You can find more information about this feature here . This is done using an API call to share a request in ServiceDesk Plus.Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for sharing a request.The
Free Enterprise Service Management (ESM) training webinar
Hey everyone, We have planned a second ESM training webinar for all those who missed the first one. Join us on October 15th to get a better understanding of how we do ESM in ServiceDesk Plus. In this webinar, we'll go over how you can extend your ITSM best practices to all your business units to mitigate and optimize your service delivery across each function of your organization with ServiceDesk Plus. Key takeaways: - Creating and deploying a unique service desk in less than 60 seconds. -
Introducing Enterprise Service Management in ServiceDesk Plus
Dear User, ServiceDesk Plus 11.0 now comes with rapid-start enterprise service desk capabilities that allow businesses to manage service delivery across business functions from a single platform. Upgrade to the latest version of ServiceDesk Plus now. The key Enterprise Service Management (ESM) capabilities of ServiceDesk Plus includes: Unified service management platform Manage your organization users, control organization-level configurations, and maintain individual service desk from a central
ServiceDesk Plus 11.0 - Known issues
Dear User, The following list contains the issues identified in the ServiceDesk Plus 11.0 release. We are working hard to fix them as early as possible. Expect an update soon. During upgrade, 'Out of Memory' error occurs because only a maximum heap size of 100 MB is allocated to UpdMgr.bat. [Fixed and Released] Upon changing the default administrator or guest login name, header tabs disappear. [Fixed and Released in 11001] After the upgrade, if there are any old unsent feedback submitted through
User/technician API v3 changes over the 11000 (ESM) release
Dear Customers, 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 APIs. We use a common term under the ESM Directory as ' Users ' instead of ' Requesters ' and ' Technicians ' separately. Once the user is moved to the respective instance, ' Users ' will be termed as ' Technicians
ServiceDesk Plus 10500 Released
Dear Users, SDP 10500 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes Microsoft SQL 2005 will be not be supported anymore. To migrate to the latest MSSQL, click here. Backslashes (\) in any additional field names will not be supported anymore. Any backslashes mentioned in additional fields earlier will be changed to forward slashes after this upgrade. Going forward, if there is any data inconsistency
ServiceDesk Plus 10511 Released
Dear Users, SDP 10511 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-65927 : ServiceDesk Plus now supports SAML 2.0, which is an easier alternative to conventional sign-in methods already available for online services. Users will no longer have to provide passwords specific to each service they access. Configure SAML single sign-on from Admin >> Users >> SAML Single Sign-On. To learn more, click here.
User management - Requests deleted by technicians
This report is to get the list of deleted requests in the application. This data can be retrieved from the system log viewer and request trash. System Log Viewer: SELECT err.message "System log message", err.errormodule "Module", err.suberrormodule "Sub Module", err.action "Action", err.type "Type", au.first_name "Performed by", longtodate(err.occurredtime) "Time of occurrence" FROM errorlog err LEFT JOIN aaauser au ON err.ownerid=au.user_id WHERE err.action
[DidYouKnow -4] Self-service portal and knowledgebase
Hello folks, This time I'm here with yet another tip that will enable you to utilize ServiceDesk Plus optimally. The same incidents\questions, reappearing time and time again. Sound familiar? Responding to the same question over and over again is a huge waste of time and resource. How do you overcome this redundancy and free up your users to spend more time on higher-value tasks? One of the easiest ways is to choose a system that empowers your users. Ask yourself, does the system have: -- A self-service
Register for Enterprise Service Management (ESM) beta version
Dear Customers, Much awaited ESM (beta) build is almost ready for the customers. If you would like to get the beta service pack(ppm), please subscribe the below link. Once the service pack is ready for the testing, we will be able to share you the beta ppm file in batches through email. Since its a beta service pack(ppm), you can use your existing test setups to migrate your data. If not, create a test bed and upgrade your installation to the latest ESM version. Note: We recommend you to apply
ServiceDesk Plus 10508 Released
Dear Users, SDP 10508 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-79620 : Going forward, the approval action page will be shown while clicking on approval notification (bell notification). SD-78128 : In requests, problems, changes, projects, and project milestones, while adding a task by using the Add Task(s) from Template link, you can preview each task template in full screen. Enhancements
Script Master - 11: How to automatically create multiple child requests from a parent request with a configurable JSON file.
Greetings to you, users! This Script Master's post will help you learn how to automatically trigger the creation of multiple child requests from a parent request, based on the request template chosen. Also the request ID of the child requests are added as notes to the parent request. This is achieved using an API call to create a request in ServiceDesk Plus. Details of the child requests are stored in a json file and provided as input to the API call. A separate API call is made to add notes
ServiceDesk Plus 10503 Released
Dear Users, We are glad to announce the release of latest servicepack 10503 for ServiceDesk Plus. This servicepack includes 18 new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Configuring category, subcategory and item (CSI) in a helpdesk software
Hello folks, Documenting requests help determine how they move through an organization. Today, most ServiceDesk software utilizes three crucial layers to classify requests: categories, subcategories and items. These three key factors of requests can have a huge impact on the success of the ServiceDesk, as they will have huge impact on reporting, SLA constructions, priority degree, the paths requests take throughout the workflow and so on. Culturally, the requester enters a category, subcategory and
.MDMP files
Hello users, Lately we have been receiving requests related to piling-up of .MDMP files in the directory ../ManageEngine/ServiceDesk/bin. We would like to inform you that these are dump files generated by operating system on the event of application crash. It contains data from the application's memory state at the time of crash. Reference: https://community.tableau.com/thread/251030 We would not require these .MDMP files and can safely be moved to a different location. Ensure ServiceDesk Plus gets
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 14-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic- "Service request: Employee Onboarding simplified" which will be conducted on the following date : 14-05-19 ( we are locking down this post for time being and will be available for discussion on 14th ) Reference link : https://pitstop.manageengine.com/portal/community/topic/masterclass-%E2%80%93-servicedesk-plus-online-training-series-starts-may-14th
ServiceDesk Plus 9414 Released
Dear Users, SDP 9414 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9414 Vulnerability : SD-71123 : Vulnerability in the login page as domain filtering is not enabled. SD-69907 : Vulnerability of a technician with request view only permission being able to add attachments and add/edit worklogs is fixed. SD-68547 : Vulnerabilities fixed in requester search. SD-65745 : Vulnerability fixed : Password has
ServiceDesk Plus 10021 Released
Dear Users, SDP 10021 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Request: SD-77990: Clean up schedule keeps running even though there is no request in the trash. Others: SD-78298, SD-78308, SD-77454, SD-77920, SD-78309: Performance issues in catalog templates and API. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
ServiceDesk Plus 10020 Released
Dear Users, SDP 10020 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Vulnerability : SD-77126 : Reflected XSS vulnerability found in all listviews. Requests : SD-77989,SD-78062 : In some scenarios, adding or editing a request resolution with content size more than 16kB causes out of memory crash. Admin : SD-77842 : When a user enters a valid email address while configuring Incoming EWS server, "Invalid
ServiceDesk Plus 10019 Released
Dear Users, SDP 10019 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed SD-78311 : When the Priority matrix is enabled and the "Allow requesters and technicians to override the Priority Matrix" option is disabled, users are unable to update the request [Inline Edit and from Resolution]. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Script Master - 2: How to send custom email notifications to users.
Good Morning Folks, You all know that ServiceDesk Plus has notification rules and customizable templates to notify requesters, technicians, and other stake holders at various stages of the tickets. However, the flexibility to design and trigger a notification based on a combination of values in the request form will always drive contextual advantages in service delivery. This week, the Script Master deals with sending custom notifications from ServiceDesk Plus when a criteria is met.In case you've
Join us for a live webinar featuring most awaited "Request Life Cycle" feature
Hello folks, We are delighted to announce the release of ServiceDesk Plus version 10 with our much-awaited "Request Life Cycle" (RLC) feature. RLC lets you design the complete life cycle of a ticket visually using a simple, drag and drop canvas. Break down the life cycle of a request into various statuses and transitions, i.e., conditional actions required to move from one status to another. You can apply the following using RLC Guidance to the technician throughout the request process. Dive deep
ServiceDesk Plus 10016 Released
Dear Users, SDP 10016 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-77145: Username field in the EWS configuration now allows names and e-mail address. A separate e-mail field is added. New Feature SDF-76768 : Following enhancements have been added in MDM-SDP Request Actions. Option to associate profiles to devices and groups. Option to distribute apps to devices and groups. Option to revoke
ServiceDesk Plus 10015 Released
Dear Users, SDP 10015 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74252: You can disable the auto-attachment of files to the approval notifications of change requests.Click here to learn more. SDF-42737: Option to search the service template using keywords. Issues Fixed Vulnerability : SD-67820 : XSS vulnerability in attachment description of a change request. SD-77176 : XSS vulnerability under
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