ManageEngine customer support slow due to Chennai flood disaster
Dear Customer: You may have noticed and complained that our customer support has become less responsive over the last few days. Unfortunately, this is indeed true. Our support is completely backlogged because of the flood disaster in Chennai. Many of you might know that Chennai is suffering its heaviest rains and floods of the last decade. They have battered the city for more than a month now and the forecast today predicts a worse downpour over the next four days. More than 10,000 residents have
DELAYS FROM ServiceDesk Plus SUPPORT TEAM
Our main office in Chennai is impacted by severe flooding. Our employees are safe, but we are on diesel power and only 4G wireless connectivity. Many of our employees could not reach work and have no power or connectivity at home. We have emergency support operations from Austin and Tenkasi India, but we have much smaller staffing in those offices. So please bear with delays in our support.
Clear database for ServiceDesk Plus
Hi: I want to clear out the ServiceDesk Plus database and start fresh with new scans. How do I delete/clear out the database ? I have a backup already and I don't want to new Install again. Thank you . Hien.nq
ServiceDesk Plus 9117 Released
Dear Users, SDP 9117 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9117 SD-43461, SD-57898 : When user tries to edit a support group but discards the changes without saving them and then proceeds to add new support group immediately, existing support group is overwritten. SD-46763 : In new request creation, cursor does not get placed in requester field form when user is Technician. SD-47197, SD-47414 : Business
ServiceDesk Plus 9113 Released
Dear Users, SDP 9113 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9113 SDF-61083 : Adding conditional approvers for a request, through custom triggers. SDF-61086 : Announcement integration between ServiceDesk Plus and DesktopCentral. Option to notify active announcements added / updated in ServiceDesk Plus to user through DesktopCentral agent. SDF-61106 : Enhancement in 'Admin' user interface for
ServiceDesk Plus 9112 Released
Dear Users, SDP 9112 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9112 SD-61107 : Failure while migrating to 9111 in some environments. SD-60790 : Error when generating reports with charts having 'numeric' type as one of its 'group by field'. SD-59888 : When a request created through email command does not match with the given requester name and email-id or the given requester email-id alone, then
ServiceDesk Plus 9116 Released
Dear Users, SDP 9116 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9116 SD-61054 : Directory traversal vulnerability while downloading support file from 'Support' tab. SD-61460 : Able to upload/download attachments in software without necessary privileges. SD-61416, SD-61200, SD-61431: Unable to save service workflow settings without configuring an approver for a stage Please refer to the below link
Everything you need to know about Cloud version of Servicedesk
Top points and features that you need to know about cloud version of Servicedesk is here. Register for the Webinar to know the key features of Servicedesk On Demand. Regards, Priya Kumar ServiceDesk Support
RSS feed for Announcement
Hey, I would like to publish the Announcement feed on a external website. I would like to do this with RSS if available. When this is not available is there an other way to publish this on a external website? Kinds regards, Jordi van Oosterbosch
Make the usage of Display Announcement using Desktop Central clearer
Hi, In the Service Desk update 9113 you have added the ability to display a Desktop Central announcement from a Service Desk announcement which is great. However I accidentally just sent out a Desktop Central announcement to our whole domain I assumed (without paying much attention) that the announcement was just going to go to the person(s) I had entered into the To box. But instead it just goes to all computers on the domain with the Desktop Central agent installed. It would be good if it was
ServiceDesk Plus 9.1 Released
Dear Users, We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.1, which comes with new features and lots of bug fixes. It can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Existing customers, kindly note, that the upgrade to 9.1 can be done from build 9046. Customers in earlier builds can move to build 9047 by applying the service pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html
Android App for ServiceDesk Plus Released
Dear Users, We are happy to announce the availability of the native Android App for ServiceDesk Plus. The app can be downloaded from, https://play.google.com/store/apps/details?id=com.manageengine.sdp&feature=search_result With this application, technicians can access ServiceDesk Plus on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. We believe that the this App would help you 'respond to' and 'resolve' tickets faster. The key features
Announcements are not easily seen. Please fix for the next release
I have tried using the "Announcement", and even set the font size to really large and change the colour to RED. However once saved and published, it just appears as small black text. Which isn't an announcement, more of a whisper. How do I get it to display as intended ? Also, I have see that I can set the From and To date for the announcement to displayed, It seems that I can select the same date on both but the time difference is only 1minute. or I can set the dates to be a 24hr period. Again
Service Catalog - Workflow - Dept Head
Hi Team While configuring the Service Catalog, we noticed the "Approval Details" section and option to include some Dept Head etc. How do we add more people here ? Image is attached thanks Gopi ME Tech
ServiceDesk Plus 9110 Released
Dear Users, SDP 9110 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9110 SD-60991 : If a request is created using Request Template for which 'Requester can set' has been disabled for Numeric/Decimal fields , then alert message is prompted due to which request cannot be created. 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 9111 Released
Dear Users, SDP 9111 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9111 SD-60803 : Issue of "non-English" characters appearing as "???" in request object for Request Custom Menu, HTML file invocation is fixed. SD-60297 : Vulnerability and penetration issues in Un-handled errors and exceptions are fixed. SD-60283, 60280 : Vulnerability in Authentication bypass is fixed. SD-60274 : XSS vulnerability
ServiceDesk Plus 9109 Released
Dear Users, SDP 9109 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9109 SD-60736 : Task Completion Status automatically changes to 'Closed' during application upgrade. SD-58884 : Unable to archive the request if it contains task with work log in it. SD-60907 : Technicians who do not sort the task list before migration can not view the task tab under the request. Please refer to the below link for
Business rules and custom fields
It would be nice if we can automate changing the value of a custom field based on an incoming request. Specifically we would like to copy the value from a requester custom field to a request custom field, so we can maintain these field values long after the requester has been purged from the system. -Ross
ServiceDesk Plus 9107 Released
Dear Users, SDP 9107 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9107 SDF-59913 : Additional Fields can be configured as 'common' for both incident and service requests. Issues Fixed in 9107 SD-60694 : Issue with request description, when simultaneous 'edit' operation is done on a request. SD-54731 : Issue in attaching files with same name for a request. SD-60251 : Admin -> Support Groups -> Associated
ServiceDesk Plus 9108 Released
Dear Users, SDP 9108 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9108 SDF-35346 : Requesters will be notified when 'ticket owners' reply by email. SDF-58676 : 'Task Filter' has been added for tasks under Request, Problem, Change, Project and Milestones. SDF-58750 : 'Service Level Agreements' configuration feature, is provided for 'Change' module. Issues Fixed in 9108 SD-58527 : Description content
ServiceDesk Plus 9106 Released
Dear Users, SDP 9106 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Features in 9106 SDF-60445 : Enhancements on Field & Form Rules feature. Support for date type fields are added. Support for Service Catalog Resources are added. Template tasks can be set or unset using Custom Scripts ,based on criteria. Script Editor is enhanced to support auto-completion and display errors and warnings. Use CTRL+SPACE key for auto-completion.
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ServiceDesk Plus 9105 Released
Dear Users, SDP 9105 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9105 SD-60530 : Licensing error when more number of users login at the same time Please refer to the below link for the steps to install the patch.
https://www.manageengine.com/products/service-desk/service-packs.html#sp
Regards, Edwin Vasantha Kumar Servicedesk Plus Team
ServiceDesk Plus 9104 Released
Dear Users, SDP 9104 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9104 SD-60454 : Issue in integrating Desktop Central and ServiceDesk Plus when Desktop Central is running in secure mode (HTTPS). SD-60499 : Issue occurs in certain requests created via email, such as loss of hyperlink and loss of formatted text, which makes the description difficult to read. Please refer to the below link for the
ServiceDesk Plus 9103 Released
Dear Users, SDP 9103 has been released and can be downloaded from the URL below https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9103: SD-60088 : 'X-Powered-By' response header has been removed toprotect the server details. SD-60099 : XSS vulnerability in login page. SD-60096 : XSS vulnerability when adding new software license type and option. SD-59982 : Vulnerable file attachment URL in software details page. SD-60095 : XSS vulnerability while sending the report
ServiceDesk Plus 9102 Released
Dear Users, SDP 9102 has been released and can be downloaded from the URL below https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9102 SD-60318 : Request reply/forward notification window sends an email even when the Cancel button is clicked. SD-60229 : Duplicate requests are created in IE8, after clicking (single click) the save button. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Sending SMTP problems
Hello all We have moved to google apps and we receive email perfectly fine, but when we try and send email we just get an error, failed to send. We change the port to 587 and also use authentication, but we just get the error on sending any email. Any ideas?
ServiceDesk Plus 9042 Released
Dear Users, ServiceDesk Plus 9042 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9042 SD-56514,SD-57537 : Approvers configured in the service templates are removed automatically. SD-58426 : Able to configure a service request approval stages in a template without any approver. SD-58425 : Clear button not working properly in the stage approval addition popup of the
ServiceDesk Plus 9101 Released
Dear Users, SDP 9101 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
Features in 9101 SDF-56913, SDF-56916, SDF-57063, SDF-57337: Closure Rules of the Change Request is now mandated stagewise i.e while completing each stage. SDF-56581: Auto populating change requester field while creating a Change Request from Incident Request. SDF-40167: In homepage , CAB Change Approvals will be shown again, if recommendation is
ServiceDesk Plus 9048 Released
Dear Users, SDP 9048 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9048 SD-58908 : Migration failure if any of the workstation/server default report is deleted. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
How to issue Purchase order for a subscribed service and manage it in Service Desk Plus?
Hello, I have tested the "Purchase" section for products and it works well for business needs. What is the way to handle a PO for subscribed service? I'll provide the scenario as follows: 1. We need to subscribe to a new Internet Service Provider. 2. I can issue the PO to the service provider through the Purchase section but that item will be recorded as a product rather than a renewable service. e.g. Dedicated Internet Connection charges = 4000 will be recorded as a product rather than a renewable
ServiceDesk Plus 9047 Released
Dear Users, SDP 9047 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9047 SD-59646 : Issue occurs in certain requests created via email, such as loss of hyperlink and loss of formatted text, which makes the description difficult to read. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha
Register for Webinar : New & upcoming features in ServiceDesk Plus - A Walkthrough
In this webinar, Prem Maheswaran, Product Specialist,ServiceDesk Plus will discuss about the less known newly introduced features in ServiceDesk Plus that can make your day-to-day operations easy and boost your ServiceDesk performance.He will also showcase upcoming features that are currently cooking with ServiceDesk Plus. Some of which he will cover include Field and form rules for enhanced automation, FOS(Fail over service) a high availability mechanism and HTML Invocation
Editing fileds in "request" tab
Hi! Is it possible to remove fields from "Request" view? For example, remove "Group". And what's even more important: is it possible to add custom fields? ServiceDesk Plus Free Sincerely, Piotr
ServiceDesk Plus 9046 Released
Dear Users, SDP 9046 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9046 SD-59895 : Single line additional fields with 'Allow only numbers' for incidents, will no longer be converted to numeric fields as done in post 9039(Leading zero's would have been lost).Option to re-configure 'Allow only numbers' in Single line field will be available post 9100. Please refer to the below link for the steps to
ServiceDesk Plus 9044 Released
Dear Users, SDP 9044 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9044 SD-59350 : Unable to update Service Request Additional Fields through spot edit. SD-59481 : Unable to edit Preventive Maintenance Task in some scenarios. SD-58861 : Vulnerability Issue. SD-59674 : Dates in Problem/Change notifications are not formatted. SD-59355 : Draft content in the reply or forward window does not appear when
ServiceDesk Plus 9045 Released
Dear Users, SDP 9045 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9045 SD-59818 : Unable to save the service template from the requester view tab, when the 'Select Approvers' field is not present in the template. SD-59890 : In IE 10 and below, on selecting a user and pressing the enter key in request quick create and new request page, the entire page is submitted. Please refer to the below link for
SDP Bridge: SDP and JIRA integration
Hello to All, I represent SDPK - software house from Poland. Recently, we have developed 2-way integration between SDP and JIRA. The product is called SDP Bridge. More information about integration below: Features list: https://www.dropbox.com/s/kjui31zh6kak3oy/SDPBridgev1.0features.pdf?dl=0 Introduction video: http://www.youtube.com/watch?v=fTrKTwO35U8 General info about SDP Bridge: http://sdpk.pl/sdpbridge/ For more information please contact me at: daniel.kaszuba@sdpk.pl Regards, Daniel
ServiceDesk Plus 9034 Released
Dear Users, ServiceDesk Plus 9034 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9034: SD-51035 : Only the Technician Groups which are in the Default Settings are shown in the Add New Task page of Service Template. SD-51948 : "Email me before" for task text changed. SD-55515 :Duplicate task order after converting incident request to service request and while merging
ServiceDesk Plus 9039 Released
Dear Users, ServiceDesk Plus 9039 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9039 SDF-59065 : Custom Triggers is introduced to perform external actions, like JIRA integration and custom script execution, based on custom configurations. Example: Creating a JIRA Ticket, when a request is created SDF-56434 : Feature to mark dependencies among requests from request
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