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:
[Survey] The state of ITSM in the COVID-19 pandemic
Hi there, We hope you are safe and healthy. Since organizations around the world have mandated work-from-home policies for their workers, IT teams are facing new challenges in delivering services effectively. To understand how IT service desk teams have risen to the occasion, we have decided to conduct a five-minute survey among IT admins and service desk staff to record their experience with remote work, especially in the areas of remote support tools, automation and self-service, and IT budgets
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
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
Masterclass 2020: Session 1 - Managing major incidents with ServiceDesk Plus (30th April)
Join the Masterclass series 2020 to learn how ServiceDesk Plus can help you handle everyday ITSM challenges in an effective way. In the first session, on 30th April, we will discuss how you can leverage various capabilities and integrations of ServiceDesk Plus to handle a major incident, explained with a real-life incident faced by an internet service provider. In this session you will learn about: Integrating ServiceDesk Plus with tools like OpManager Automating ticket handling processes through
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
Security fix for CVE-2020-10189 - Remote Code Execution has been released!
Remote Access Plus was reported with a vulnerability that lets unauthenticated attackers execute arbitrary code on Remote Access Plus instances. This issue was reported by Steeven Seeley of Source Incite and is now been fixed. The security fix is released in build #10.0.452 and you can download the latest build from here. (or) 1. From your Remote Access Plus web console, click on your current build number in the top right corner. 2. You can find the latest build applicable to you. You can download
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
ESM Release: Schema Changes and Query Report Handling
ESM Release 11.0 has few tables' schema changes involved. Please refer the modified/removed tables and columns as explained in this post. Also, we have tried our best to run the db queries, written based on old schema, after conversion process. Schema Changes Any query reports based on the old schema or any new query based on the old table schema will be modified automatically using the new schema and executed in the database. Errors during the replacement are tracked in the FailedQuery.html file
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
Enterprise Service Management - SDP On-Premise
Does anyone know when the Enterprise service management feature will be available in the On-Premise version of ServiceDesk Plus? I was told in the beginning of 2018 and I see the framework enhancement has been released. I figure this feature goes with that enhancement.
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 10018 Released
Dear Users, SDP 10018 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-74666 : Create a PO without cost. SD-77489 : Option to hide contact support and license options to non-admins (under Help). SD-77488 : Option to hide the Jump to section for non-admin technicians if the corresponding tools are not integrated with ServiceDesk Plus (under Help). SD-68015 : Inactive sites will not be listed anymore
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
Service Desk Plus User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with an entire track dedicated to ServiceDesk Plus with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the details. Here's what you can
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
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