ServiceDesk Plus 9003 Released
Dear Users, SDP 9003 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9003 SD-46182 : Site Restricted technician have no option to edit/delete his own report. SD-52754 : Service Category configured in default template not get updated when request added through Quick Create/Email. SD-53480 : When a request is created using servlet API, the provided template is not set in the request created. SD-54064 :
ServiceDesk Plus 9002 Released
Dear Users, SDP 9002 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9002 SD-55837 : When importing scanned XML(s) or scanning assets, scheduled activities like E-Mail Fetching, SLA escalation, Scheduled reports, Backup schedule etc were affected. This may occur due to multi thread racing condition (during scanning) which causes database tables to get locked. Please refer to the below link for the steps
ServiceDesk Plus 9001 Released
Dear Users, SDP 9001 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9001 SD-55699 : Actions menu not visible in request list view when the technician does not have request "Delete" permission. 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, Vasanth ServiceDesk Plus Team
Exporting Purchase Orders to Quickbooks
Good afternoon, I'm wondering if anyone has ever needed or tried to export information from Purchase Orders in ServiceDesk to Quickbooks. We would like to explore that idea. I believe that, if we were to build a report properly, we could export that report as a CSV (or even schedule a report to email a CSV to a user) who could then import the information from that CSV to Quickbooks. The report would contain information about PO's that had been approved in the past 24 hours. I'm imagining would
Great ServiceDesk Plus Configuration Book
Hi Al Came across this while doing some Google searching. Spent the $A35 happily and can highly recommend to even the most seasoned administrator. A great mixture of IT Service Management Principles and how to achieve them in ServiceDesk Plus. http://www.packtpub.com/servicedesk-plus-8-x-essentials/book
SDP 9.0 Beta Registration
We are coming up with the SDP 9.0 beta. We acknowledge that the release is getting delayed, but you can be rest assured that this time is fully utilized to enhance the product quality. Users who are interested to test and provide their valuable feedback, please register through the below URL, http://www.manageengine.com/products/service-desk/sdp-beta-signup-form.html Features in SDP 9.0 release includes... 1. Change Enhancement 2. Software Enhancement - Suite License Management 3. Multi Currency
ServiceDesk Plus 8217 Released
Dear Users, SDP 8217 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8217 SD-49319, 53651 : Additional Email Signature gets added while selecting reply template for request reply has been fixed. SD-53435 : Upon replying a Request created into servicedesk without any CC emailid, CC field is populated as 'Not Provided', has been fixed. SD-53778 : Performance memory leak identified while performing continuous
ServiceDesk Plus 8211 Released
Dear Users, Hotfix 8211 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8211 SDF-50707 : New field 'Reporting To' is included for Requesters and Technicians, using which the 'Manager' of these users can be marked manually. ReportingTo/Manager field can also be imported using CSV import of users. SDF-26639 : Reminder email will include link to the corresponding entity (Request, Problem, Change)
RoboTechnician
Hello, I have a problem with Robo. See attached. When i'm login as a technician (admin privilage) and select new notification and i have no User to select. Please tell me what is wrong. Best Regards Lukas
ServiceDesk Plus 8216 Released
Dear Users, SDP 8216 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8216 SD-55108 : If the CI type 'Switch Port' or the relationship type 'Includes-Member Of' got edited to any other language, then not able to scan switch. SD-54910 : Cannot upgrade from the build 8212 if local credential configured with the public key authentication.Please refer to the below link for the steps to install the patch.
Picture in email template
Hi, How can I put picture in notification email body?
ServiceDesk Plus 8215 Released
Dear Users, SDP 8215 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8215 SD-50215 : In PGSQL database, Technician's cannot able to create a request for a requester if the requester name contains single quotes. SD-53756 : If default product type got edited to any other language, then not able to scan the asset of that product type in 8213 build. SD-54460 : Unable to add notes using the External Action
ServiceDesk Plus 8209 Released
Dear Users, Hotfix 8209 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8209 SDF-51472 : Technician Space - Showing some of the technician related notification alerts on the application screen. The supported notifications are listed below. Notify Technician when a request is assigned. Notify Technician when a task is assigned. Notify Technician when there is a new reply from requester. Notify
ServiceDesk Plus 8214 Released
Dear Users, Hotfix 8214 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Existing customers, kindly note, that the upgrade to 8214 can be done only over builds 8212 or 8213 Issues Fixed in 8214 SD-53170 : Request catalog section is included with scroll bars each on left side and right side panel. This will allow to display the Request catalog templates easily even when the Template Categories are scrolled down and selected.
Bulk Upload of Solutions
hi..we recently moved to ManageEngine SDP. We want to migrate the tickets and resolutions from our old helpdesk system into SDP as solutions. is there a quick way to do a bulk upload, or import into solutions? please suggest. -Ashish
Using announcement feature
Hello, Is there a way to restrict using the 'Announcement' feature to certain roles (ie. not all technicians?). I only would like Admin users to be able to post announcements / or use 'Send email' feature on announcements. Any ideas how this can be achieved? Thanks. KS.
ServiceDesk Plus 8213 Released
Dear Users, Hotfix 8213 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Existing customers, kindly note, that the upgrade to 8213 can be done only over builds 8212 New Features in 8213 SDF-50501 : Option to configure multiple credentials for each subnet in Network scan. If a subnet has Windows, Unix, VMWare and Network devices, different credentials can be configured based on the protocol (WMI, Telnet/SSH, SNMP V1/V2
HTTP Status 500 when completing survey
Hi all. When users try to complete a survey on ServiceDesk+ Enterprise (version 7.6.0 build 7606) they receive the following error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException org.apache.jsp.survey.SurveyDetails_jsp._jspService(SurveyDetails_jsp.java:190) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
ServiceDesk Plus Tips and Tricks on Change Management - Best Practices Webinar
Presenter: Arvind Parthiban,Technical Advisor & Marketing Manager for ManageEngine ITSM Products Date: Tuesday, October 1st, 2013 Time: 11:00 AM PST | 2:00 PM EDT | 11:30 PM IST Duration: 45 Minutes Register Here We all know that change is the only constant thing! Every organization has had its share of success and failure stories while implementing change management. It’s not enough to understand the change implementation challenges that pertain to a particular environment. but also understanding
ServiceDesk Plus 8210 Released
Dear Users, Hotfix 8210 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8210 SDF-43916 : Option to “close/resolve” parent request under “Admin > Helpdesk > Request Closing Rules”, when all the associated tasks are closed. SDF-24328 : Task escalation notification can be configured under “Admin > Notification Rules > Tasks” and sent to entity owner, task owner / group, when a task is overdue.
Customizable My dashboard
Add your own filters to your SDP dashboard To any dashboard of all ManageEngine products
SLA escalations based on Groups
Dear Manage Engine, At present, we have the option to send escalation mails based on the following criteria's (Category,sub-category,Item,requester,department,workstation,priority,request type,impact,urgency, level) but we would like to have GROUP as the criteria for send SLA escalations mail. The reason behind this is : A request is created with category as microsoft and the group is also set as microsoft, and the appropriate SLA is set,now if the technician has to move the request to another department
ServiceDesk Plus 8208 Released
Dear Users, Hotfix 8208 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8208 SDF-48361 : Info related to Project Member Addition/Updation/Deletion now gets listed in the project’s history. SDF-49532 : Logged-in project members and Project owner cannot reassign themselves to lower ranked project roles. SDF-49646 : Project members cannot delete themselves from the project SDF-49029 : Attachment
Participate in our ITIL survey!
Help us understand your business needs better by participating in our ITIL survey. https://survey.zohopublic.com/zs/DsBf4M Thanks, K. Andrew Navin SDP Support - FAQ ServiceDesk Plus - Help Desk Software of your Choice
ServiceDesk Plus 8207 Released
Dear Users, Hotfix 8207 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8207 SD-50809 : The certificates used for signing the add-ons for Remote Control are expired. SD-50768 : Unnecessary shortcut created in desktop while taking Remote Control of a machine through agent. SD-50969 : Issues while upgrading from 8202 to higher versions - a) Due to inappropriate data in DynamicTables table,
ServiceDesk Plus 64-bit exe/bin Released
Dear Users, 64-bit Installation exe/bin has been released and can be downloaded from the URL, http://www.manageengine.com/products/service-desk/download.html#moredownlaod Steps to move to 64-bit Installation for existing customers with MYSQL or PGSQL database: 1. Migrate till 8123. 2. Take a full backup. 3. Install a fresh installation with the 64-bit installation exe/bin. Note: The new 8123 exe/bin istallation will have only pgsql bundled. Customers who are in mysql should handle this by changing
ServiceDesk Plus 8206 Released
Dear Users, Hotfix 8206 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8206 SDF-48842 : Whenever a Group request is updated, selected technicians for the group will be notified. SDF-41556 : Allowing technicians to create his own API key in personalize option. Issues Fixed in 8206 SD-50388 : When a ticket is assigned from unassigned state, assigned technician is not notified. SD-50871 :
HotFix 7514 Released
Dear Users, A hotfix to build 7500 has been released. The service pack (7514) can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html The new build 7514 addresses the following Enhancements / Issues. Enhancements in this ServicePack : Caching enabled for default and referred site data like BusniessRules, ServiceLevelAgreement(SLA),Operational Hours, Holidays and Timezones. Following Performance Intensive operations can be turned off based on a
ServiceDesk Plus 8205 Released
Dear Users, Hotfix 8205 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8205 SD-50683 : After 8121, some of the Preventive Maintenance Task schedules get changed to one time schedule has been fixed. This issue happens only for the servicedesk plus installation uses MsSQL and PGSQL database as back-end. Note : The task schedule(s) which is changed to one time schedule will not be recovered
ServiceDesk Plus 8202 Released
Dear Users, Hotfix 8202 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 8202 SDF-50337 : Option to configure actions on a Incident/Service Request to other external applications through a XML configuration. For eg. customer's can create action like 'Create a new account' to be displayed on the 'New Hire' template and when invoked from the Request details page, can plugin their own code to
ServiceDesk Plus 8204 Released
Dear Users, Hotfix 8204 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8204 SD-50675 : Problem in loading some technicians while adding a workllog has been fixed. The problem was due to some excluded technicians in 'technician auto assign'. SD-50677 : Problem in loading new work log form when there is more than 500 users. Please refer to the below link for the steps to install the patch.
ServiceDesk Plus 8203 Released
Dear Users, Hotfix 8203 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 8203 SD-50570 : Migration failure when migrating to 8202 while SDP running on MySql version 4 series. SD-50502 : Unable to edit "Is Personal Asset" field of mobile devices(Smart Phone / Tablet). Please refer to the below link for the steps to install the patch. http://www.manageengine.com/products/service-desk/service-packs.html#sp
Pop up when requesters choose a priority
Would it be possible to have a form of pop-up or something similar shown to requesters when they are choosing the priority. Kind of like a warning - Not to choose emergency unless it is an emergency etc.. etc.. Thanks Eithne
Hotfix 8118 released
Dear Users, Hotfix over 8100 has been released and can be downloaded from the below link. http://www.manageengine.com/products/service-desk/service-packs.html Below are the list of Issue fixes and Features. Issues fixed in 8118 SD-41662: In IE 9, Group field will go blank after selecting the Requester name in the new Incident page. SD-47432: Report Schedule gets deleted when report is updated by other Technician. SD-47305: Right navigation button under 'Manage Custom View' is missing in Chrome Browser.
Change SD listening IP and Port
Hello all, I am having a windows 2008 server. Have assigned two IP's. The monitoring System is on one IP and Port 80. Now i have to change the Service Desk to listen on second IP and Port 80. What is the command or configuration file to change to implement this?
SDP Asset group colum selection for custom fields
Dear ManageEngine, i'm signaling that if you add custom fileds to assets, you cannot then add them in the table view of the Asset groups. You can add custom filed into the general Assets > Resources view. Unfortunately in the general view you can see all assets unfiltered, so it kinda defeating the purpose of groups. Best Regards
ServiceDesk Plus 8201 Released
Dear Users, Hotfix 8201 over SDP 8200 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 8201 SD-50246 : Description column is added in work log list view. SD-50251 : Unable to login as local authentication when LDAP authentication is enabled. SD-50247 : Unable to search Request work log from global search. SD-50200 : Action button is missing under workstation list view in IE. SD-50243 : Request description
Tasks
Hi, everyone. How can I creat workflow with tasks? For example if task status change, change support group.
ServiceDesk Plus 8127 Released
Dear Users, SDP 8127 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Issue fixed in 8127: SD-49613: Show site based filtering of groups in technician add / edit page, based on the group count configured in Globalconfig table entry. 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, Jeykar ServiceDesk Plus Team
Associate requester to multiple departments
Hello, As the title suggests, is it possible to associate a requester to multiple departments? This is mainly so they can monitor tickets Thanks, Samir
Next Page