9036 hotfix released..
Dear Users, Hotfix 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 9036 SDF-58825 :The Request Action Menu is introduced to perform external actions, like JIRA integration and custom script execution, based on custom configurations.Note: For users having Servicedesk Plus with JIRA (provided by us) implementation, the integration will not work post migration. Kindly contact ManageEngine Support for
ServiceDesk Plus 9035 Released
Dear Users, ServiceDesk Plus 9035 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 9035: SD-58778 : Unable to login with "Local Authentication" in languages other than english after migrating to 9030. SD-58766 : Automatic suggestion of solutions is not working after upgrading from 9030 to the latest patch SD-58793 : "401:unauthorized" alert is shown while
ServiceDesk Plus 9028 Released
Dear Users, ServiceDesk Plus 9028 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 9028 SDF-57361 : SDP - Zoho Reports Integration: Zoho Reports is an online reporting and business intelligence service that helps you easily analyze your business data, create insightful reports and dashboards for informed decision making. Its part of the Zoho online business suite with
Webinar - Zoho Reports for ServiceDesk Plus
How To Create High Impact Reports In Minutes Without Writing Queries Register Now ServiceDesk Plus now integrates with Zoho Reports, a cloud-based, highly secure Business Intelligence platform. With the new integration, IT service desk managers can create powerful reports within minutes using a flexible drag-and-drop interface without having to write complex database queries.That way, key analytics and insights are available to IT managers
ServiceDesk Plus 9033 HotFix Released
Dear Users, Hotfix 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 9033 SD-58690 : SDP to DC integration is made secure with API key based communication .Note: This is supported only with the DC build version "90109" and above Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Karthik Anand. ServiceDesk
ServiceDesk Plus 9032 Released
Dear Users, Hotfix 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 9032 SDF-57719 : Option to assign Incident Template in Business Rule action. Issues Fixed in 9032 SD-58559 : Brazilian Portuguese language properties are not loaded when it is selected as a Browser Language. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
ServiceDesk Plus 9031 Released
Dear Users, Hotfix 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 9031 SD-58296 : Vulnerability Issues fixed. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Karthik Anand. ServiceDesk Plus
ServiceDesk Plus 9029 Released
Dear Users, ServiceDesk Plus 9029 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 Feature in 9029 SDF-57895 : Solution import from XLS. Issue Fixed in 9029 SD-58286 : Editing the default entries under Software Type,Software Category,Contract Type,Asset State makes the Asset Tab invisible / in-accessible. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Can I create a Service Catalog item using the REST API service?
In our environment we don't use Incidents, everything is submitted using the Service Catalog (don't ask me why). I am able to create an incident using the REST service call shown below, but I am unable to create an entry similar to the ones submitted through the Service Catalog. Can someone tell me if this is possible, and if so, how? http://sdp01:8081/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=Y7853419-FD1C-4A72-B280-7DE3B53CB7E1&INPUT_DATA=<operation><details><requester>Greg Benson</requester><subject>Test
ServiceDesk Plus 9027 Released
Dear Users, ServiceDesk Plus SP 9027 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 9027 SDF-55084 : Scan : Support for scanning Hyper-V machines. SDF-56866 : Scan : Identifying servers during scan. SDF-56867: Asset : New view for VM hosts and VMs in left panel under Assets tab. Issues Fixed in 9027 SD-58247 : Task Closing Rules under HelpDesk Customizer shows blank page after
ServiceDesk Plus 9026 Released
Dear Users, Service Pack 9026 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 Issue Fixed in 9026 : SD-58232 : SLA Escalation notification is not sent after upgrading to 9018, except those which are edited and saved after upgrading to 9018. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards,
ServiceDesk Plus 9025 Released
Dear Users, Service Pack 9025 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 Feature in 9025 : SDF-28529 : Configuration to import Manager field of a user from Active Directory and assigning it to ReportingTo field of a User. Issues Fixed in 9025 : SD-58117 : 9023 Migration got failed if a CI type named IP Phones already exists. SD-58155 : Add/Edit approval were not configured based on
ServiceDesk Plus 9024 Released
Dear Users, Service Pack 9024 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 9024 SDF-43312 : Request : Advanced Search filter for Request list view. Option to search the request based on multiple filter criteria which involves AND , OR combination on different fields. SDF-56776 : Solution : The following enhancements have been done in Solution Module. Solution Topics will be
ServiceDesk Plus 9023 Released
Dear Users, SDP 9023 service pack is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9023 SDF-57095 : Scan : Support for scanning Cisco IP Phones Issues Fixed in 9023 SD-57142 : Scan : Service tag not fetched for AIX machines. SD-56206 : Scan : Software not fetched in SUSE Linux Enterprise server 10. SD-56823 : Scan : Cannot scan VMWare machines using special characters ($,&) in their credentials SD-57435 : Scan
ServiceDesk Plus 9022 Released
Dear Users, SDP 9022 service pack is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9022: SD-49864 : Request : Multi-line additional fields were not included during XLS import of Requests. SD-51967 : Request : Replying to the Conversation of a request, placeholder $CreatedDate is replaced by the created date of the Conversation instead of the Created time of the request. SD-57051,SD-57453 : Request : Entry in
9021 hotfix release
Hotfix 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 9021 : SD-52001 : Request : Action menu details under the Request details page is not shown properly in Spanish / Russian languages, has been fixed. SD-57373 : Request : Task tab under Request details page goes blank, when TaskID column in Worklog ListView is sorted, has been fixed. SD-55941,57577 : Service Request : Additional fields becomes invisible
Hotfix 9020 released..
Dear Users, Hotfix 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 9020 : SD-57632 : Request And Problem: Task and Worklog are not shown under Request and Problem in Standard and Professional edition after upgrading to 9019. Please refer the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Thanks & Regards, Srikrishnan
Hotfix 9019 released..
Dear Users, Hotfix over 9019 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9019 SDF- 57473 : Change : Change mgmt as AddOn for Standard Edition. SDF- 56845 : Problem & Change : Worklog field introduced for Problem and Change closure rules. SDF- 55054 : Request : Option to mark the first response time while adding a work-log under request. SDF- 50233 : Tasks : New filter added to show All Pending Tasks,
Advanced System Tools from ServiceDesk Plus
We are pleased to announce the availability of Tools add-on for ServiceDesk Plus What exactly this tool does? This tool will help perform scheduled planned maintenance actions from a central location to prevent breakdowns and failures of enterprise systems. This tools will consists of features such as: Remote Control to manage systems Wake-On- Lan to boot systems when it is required Remote Shut down to save power consumption Announcement, to announce any information, which is essential to keep users
ServiceDesk Plus 9015 Released
Dear Users, SDP 9015 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9015 SDF-55868 : "Asset State" and "Expiry Date" filters added in Summary report section. Issues Fixed in 9015 SD-57144 : Problem in upgrading from 9013 to 9014 for the mysql DB has been fixed. SD-56615 : Software version column is not available in installation list view in software details page. SD-56037 : License name is missing in
SerivceDesk Plus 9018 Released
Dear Users, SDP 9018 service pack is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9018 SDF- 56676 : Integration : Feature to integrate ServiceDeskPlus with ADSelfService Plus. Associated applications can be configured under Admin tab --> Configure Other ME Products. SDF- 56520 : Software : Support to export the software and licenses listview data as PDF/XLS/HTML/CSV. SDF- 53892 : Task : Task Closing Rules
ServiceDesk Plus 9016 Released
Dear Users, SDP 9016 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9016 SDF-56870 : Business Rules for Service Request. SDF-57219 : Option to specify site as a criteria while defining business rules for default settings. Issues Fixed in 9016 SD-56610 : In SLA when escalate timer is set as 0 for any one level, then every levels' escalation mails are not sent to the technician. SD-56549 : Technician Space
ServiceDesk Plus 9017 Released
Dear Users, SDP 9017 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9017 SDF- 55999 :Option to configure IP/name of devices which have to be excluded from scan. These devices can be configured under Admin tab --> Scan settings. Issues Fixed in 9017 SD-54748 : Scan : Null Pointer Exception while scanning a VMWare host after moving a virtual machine from one host to another host. SD- 56824 : Scan : Exception
ServiceDesk Plus 9.0 Released
Dear Users, We are glad to announce the release of SDP 9.0. 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 9.0 can be done from build 8214. Customers in earlier builds can move to build 8217 by applying the service pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html We strongly recommend to try the upgrade in the test environment before applying it
ServiceDesk Plus 9013 Released
Dear Users, SDP 9013 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9013 SDF-52648, 50437 : Technician and Requester can have option to associate the request to the project to which they are associated to. Based on Self Service Portal Settings,Project association to Requesters can be enabled or disabled. By default this option will be disabled Please refer to the below link for the steps to install the
ServiceDesk Plus 9014 Released
Dear Users, SDP 9014 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9014 SD-57072 : Problem in upgrading to 9013 for the SDP instances have initially installed SDP version 7500 (or earlier) and had modified any of the default Requests reports (till 7514 build) has been fixed. SD-57090 : Unable to execute some default custom reports having 'summary type' for columns configured after upgrading to 9013
ServiceDesk Plus 9012 Released
Dear Users, SDP 9012 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9012 SD-56926 : After upgrading to 9011, Some of the Dashboard charts under Helpdesk tab shows Plugin is missing / Install Missing plugin. This issue is fixed. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk
ServiceDesk Plus 9011 hotfix released
Dear Users, Hotfix 9011 over 9.0 is released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9011 SDF-52732 : Support for scanning HP-UX OS machines. SDF-53337 : Backup process (manual/scheduled backup) will create multiple .data files based on the file size. By default size of each .data files will be 1GB and this can be configurable based on the globalconfig database entry ranging from 500MB to 1.5GB. Backup file will
Default Site
Is there a way to set a Default Site for SDP, so that all new requests, service requests, changes, etc, will always point to the default one, and not the "Not associated to any site?" I tried to create a business rule to allow all created requests to set the site to "Our site name" but that is not an option either. We originally were configured with the "Not associated to any site" as we had no sites configured. However, I noticed that if you want all Requesters to view all requests, you could
ServiceDesk Plus 9010 Released
Dear Users, SDP 9010 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9010 SD-56592 : Unable to save Admin > Self Service Portal Settings for users using Standard edition of ServiceDesk Plus. Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar ServiceDesk Plus Team
Role to View the Scheduler
Hi Support Team What must be the ROLE for a CAB Member/Change Manager to view the Technician Availability Chart or Scheduler ? Thanks Gopi ME Tech
ServiceDesk Plus 9009 Released
Dear Users, SDP 9009 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9009 SD-56235 : In Reports > Custom Reports > Request related reports, when selecting the Workstation as one of the columns, it displays only the workstations that are associated to requests and not the other assets that are associated. The column now has been changed to Assets. Selecting this column will display both the workstations
ServiceDesk Plus 9006 Released
Dear Users, SDP 9006 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9006 SDF-27287 : Scheduled user import from LDAP can be configured. This can be configured from the Admin -> Active Directory -> Schedule AD/LDAP import. NOTE : User import schedule will work based on Global config entry, with category='Scheduled_User_Import' and parameter='EnabledFor' and allowed paramvalues are BOTH (default), AD and
ServiceDesk Plus 9008 Released
Dear Users, SDP 9008 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9008 SDF-56428 : New 'Self Service Portal" option to assign any completed status (like resolved, completed etc.,) as status representing task completion, instead of using the default closed status. SDF-56255, SDF-50464 : The time period of SLA Escalation Schedule is changed to 5 Minutes SDF-55946 : New Date format is added in Personalize
ServiceDesk Plus 9007 Released
Dear Users, SDP 9007 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9007 SDF-56001 : WorkLog operations as in Web Client view can be performed using the REST API. SDF-56007 : In REST API - Option to make note addition as request first response. Issues Fixed in 9007 SD-56125 : In REST API - GET_REQUEST operation response, '&' symbol is shown duplicated for short description column in JSON format. SD-56043
ServiceDesk Plus 9005 Released
Dear Users, SDP 9005 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9005 SDF-48763 : On Splitting a conversation as a new request, Site, Group and Technician of Parent request will be set to the New Request created. NOTE : This is a behavior change, earlier the Site of the Parent ticket alone will be set in the "New Request" created as a result of the split operation. SD-55847 : The size of the Reply/Forward
SDP not affected by Heartbleed
Hi Users, Heartbleed is a vulnerability detected in OpenSSL. The details can be seen here. http://heartbleed.com/ ServiceDesk Plus and AssetExplorer are not affected by this vulnerability as we do not use OpenSSL in the product. The default certificate is generated using the java keytool and not OpenSSL. So customers need not worry regarding this vulnerability. Thanks Shanmugam PL
Approval Process
Currently I have a Service Catalog task set up. part of this is that a number of people need to approve the submission. Since the person who can approve is not the same for each submission, this is manually done via Actions - Submit for Approval. At this point I enter a minimum of 2 people (sending an E-mail). Regardless of whether or not these people have approval status set on their account, they are able to approve or reject (which is fine by me!). The problem is, no matter how many people I send
ServiceDesk Plus 9004 Released
Dear Users, SDP 9004 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9004 SDF-55860 : Enhancements to the New Service Request page->select approvers field in technician login. Option to type,search and select the service request approvers from the 'selet approvers' field. Placeholders like $REPORTING_TO$, $DEPT_HEAD$ along with the approvers will be displayed with username, emailid, department so that
Possible to change the status of ticket upon receiving email from requester?
I would like to have the status of a ticket change from "on hold" or some other custom value to open upon receiving an email from the requester. Is that possible? Thanks, Marc
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