JESPA.LOG file up to 2 GB
Noted this log file is getting pretty big. Properties say it was last modified in 2017. Any reason not to delete it? Path is "Manage Engine\Service Desk\Logs". We are on Service Desk Plus 9400 (soon to be 9411). Thank you.
Masterclass – ServiceDesk Plus online training series - session 2 May 29th
Hi folks, We're hosting a webinar May 29th on Building a highly responsive service desk using ServiceDesk Plus, the second session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Establish communication to reduce ingress of tickets Assemble an incident response team Collaborate effectively to quickly resolve the issue Automate incident management processess Initiate root cause analysis and enrich the knowledgebase Using examples, we'll demonstrate how
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
Masterclass – ServiceDesk Plus online training series starts May 14th
Hi folks, We are glad to announce that we will be hosting ServiceDesk Plus Masterclass series for both on-premises and cloud starting next week. The objective of this webinar series is to showcase every day IT service desk problems and how ServiceDesk Plus can be used to solve them. This series has 7 sessions covering various modules in ServiceDesk Plus along with a dedicated sessions for integrations, ESM and Analytics. Here’s a brief look at upcoming sessions: View detailed masterclass schedule
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
Track down long-pending requests using the status change history report
Long-pending requests pose a major problem for help desks because they, Bring-down customer satisfaction scores Increase resolution times Impact the overall SLA compliance rates Hold-up request queue Delay service delivery Analytics Plus' status change history report can help you visualize the life cycle of your requests—the different status changes that transpired since ticket creation and the time spent in each status—making it easier to spot bottlenecks in your process. For instance, the report
How can i change this message, a maximum of 30000 records only - a maximum of 5000 records when request resolution / description columns are selected
Note: Application stability / performance issues may occur when reporting reports that return a large number of records. To ensure application stability, we restrict reports to return - a maximum of 30000 records only - a maximum of 5000 records when request resolution / description columns are selected difficulties in creating and sending a daily automatic report, because it presents an error. I would like to know that having this limitation causes you to not be able to create automation and reporting.
Script Master - 13: How to automatically close requests that are in a specific status.
This week's script master post is about using Custom schedules feature which was released in our latest version 9300. The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized actions(specified in a customized script file) periodically. Each custom schedule can be given Query Reports as arguments to the script file. This enables access to the required data in ServiceDesk Plus through queries. You can even synchronize ServiceDesk Plus data with other third-party
ServiceDesk Plus 10 Released
Dear User, We are delighted to share that we've reached a new milestone today. Available immediately, ServiceDesk Plus 10 comes with a bunch of highly anticipated features and bug fixes which includes, Request Life Cycle With Request Life Cycle, you can predefine the set of statuses each ticket goes through, and specify the conditions and actions for each status change. The best part is that you can design all of this using a simple drag-and-drop interface. This ensures clarity and consistency in
New Community Forum
I like the new design for the forum page but is there a way to show the last reply under the topic and not the original question?
[Free webinar] How to manage IT projects like a pro using analytics.
Hello folks, Too many IT projects fail to meet deadlines due to poor planning and follow-up. Join us for a free webinar to learn how analytics can help you better plan, track, and manage projects, to ensure on-time delivery and promised service quality. In this session, you'll learn how to: Use insights from past projects to mitigate potential risks in current projects. Meticulously track the progress of projects using essential project management tools such as burn-down and burn-up charts. Review
ServiceDesk Plus 10010 Released
Dear Users, SDP 10010 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74562 : ADMP menu will be displayed to all technicians associated to roles in the ADMP actions configuration. SDF-75163 : Option to allow task technician to access requests and technicians in a task group to access requests. Admin-->Users-->Roles Issues Fixed Vulnerability : SD-22229 : Vulnerability in the Solution module fixed. Requests
Microsoft SQL Server 2005 Support to be discontinued
Dear User, Support for Microsoft SQL server 2005 will be discontinued in ServiceDesk Plus post Feb 2019. In case you are using MSSQL 2005 server as backend database, please plan to move to the supported database versions. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
ServiceDesk Plus 10009 Released
Dear Users, SDP 10009 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed Vulnerability : SD-73857 : Vulnerability fixed under Admin >> Project Management >> Project Status. SD-74544 : Directory traversal vulnerability in dashboard widgets. SD-35675,SD-46452 : Restricting File Upload Restrict users from uploading vulnerable files to the application by blacklisting them based on file properties such as file extension
ServiceDesk Plus 9418 Released
Dear Users, We are glad to announce the release of latest servicepack 9418 for ServiceDesk Plus. This servicepack includes 25 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
Feature list
We keep seeing all these things added to the 'Feature list' and a number provided but I have no idea of the progress. Can we please get a portal so that we can view all these and see what is progressing and what has not etc.. I'm sure I'm not the only one that this drives crazy.
API V3 trouble
Hello. I can create task throw API but when i try assign request to group throw API V3 i got "internal error". part of Python code: apiurl=url+"/api/v3/tasks" INPUT_DATA={"task": {"status": {"name": "In Progress"}, "request": {"id": "11"}, "group": {"id": 13}, "description": "just test", "title": "test task"}} INPUT_DATA= json.dumps(INPUT_DATA,encoding='cp1251') data = {"INPUT_DATA":INPUT_DATA} r = s.post(apiurl,data,headers=headers) apiurl=url+"/api/v3/requests/11/assign" INPUT_DATA={"request":
[SOLVED] What is the definition of FCR in the request history?
What is the definition of FCR in the request history? It says "FCR marke Successfully"
[SOLVED] Announcements as Landing Page for Requester
Perhaps I'm missing this setting somewhere. But is it possible to have the requester's "Landing Page" show the announcements tab and not the dashboard? We'd like to force our help desk url as the opening page for our users browsers but we'd like them to see the announcements first when it loads.
Add approval stage while Form & Field Rule configuration of incident template
Hi, I need to add approval stage in incident form template. How to add approval stage in Form & Field Rule by change field or load form event? What should I do? Is there any alternative way? Thanks
Service Request second name for approvers
I want to duplicate the requester's name field to use to for a 2nd approval via a trigger. The idea is that the Requester can select from a list of other requesters as a second mandatory approver. I have a trigger that will set the approval if I can get the info/e-mail. The Name field is perfect but it doesn't look like I can add this a second time. Any possibilities here? I can't use the "roles" as it's not dynamic enough. "E-mails to notify" field doesn't validate for requesters. Options? Thanks
2 Problems / 2 Problemas
Hello Greetings, first of all thanks for the collaboration in the resolution of the problems, my problems are as follows, I have set my service desk with 5 technicians in your computer work group .. each one in your area .. now well at the moment of users make the request for example failure of the computer is assigned to the person in charge of data base and I declare the relationships I think well to see more I could be missing there, the other problem is that I as an administrator can not see
Mail fetching stops repeatedly
We are facing an issue where mail fetching keeps stopping repeatedly. There is no error "DELETED flag", how ever there is an error named "ServerOut". We are not able to figure out what could be an issue. Could you please advice if there is something that can resolve this. Thanks Sheeja Nair
ServiceDesk Plus - Youtube URL
Hi, I have noticed whenever I open/close refresh a request in servicedesk the webpage hangs for a few seconds and various external URL's are hit? I usually notice the page makes a request to www.youtube.com:443 Can anyone explain why this is happening and what purpose it serves? I can see the hits in our proxy server generally one for every transaction in servicedesk? is this a form of tracking? why youtube? Thanks, Tony
Notes within Tickets
We place all of our troubleshooting steps within the "Discussion Notes" section to avoid going through the different tabs. Is there a way to move the "Discussion Notes" Section to the top of the ticket? I dislike how I need to go to the very bottom past the Request/Requestor details in order to see the troubleshooting steps taken. Having them be right above or below the E-mails would be great. Can't figure it out. Thank you, Brandon
Converting Incident tickets to service requests
Hi all, I have a large group of 1000+ tickets that were created as Incidents rather than Service Requests, is there a way of bulk changing these tickets from incidents to Service Requests without having to go into each individual ticket?
Self-Hosted SDP API Powershell Documentation
I have some basic Powershell scripts written that are able to GET information about requests but so far I haven't been able to piece anything together that will PUT or POST information to a request. All searches I have performed have different information, data in different formats. Is there any sort of definitive guide of how to write Powershell Invoke-RESTMethod scripts to GET, POST, and PUT to ServiceDesk Plus v9.4 Build 9514?
Survey Score
Hi, I have 2 questions and 5 satisfaction levels (1 is lowest and 5 is highest). May I know how does the scoring gets computed and if its okay to change the current highest which is 10 to ours which is 5?
Managing server and network licenses?
Hey, we're using Servicedesk Plus as ticket system, and recently we've starting using the asset management functionality. Assigning licences to users and workstations makes sense. But I also want to manage licenses for servers and network devices. I can enter the licenses, and I can enter the devices, but I cannot find a way to allocate these licenses to these devices. Any ideas?
Task-based approval
Is it possible to assign an approval based on the current task? Currently, approvals are done based on stages (maximum is 5) and all approvals have to be completed before a task can push through. I am new to Manage Engine though.
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