[On-demand Webinar] Overcoming ITSM roadblocks with OpManager's integration
Are you tackling these ITSM challenges in your daily operations? Struggling to maintain an accurate CMDB for auditing purposes Difficulty in visualizing your network infrastructure to resolve issues swiftly and reduce MTTR A reactive approach to incident
Alert: Users of 14900 build
Alert on an issue that is present in 14900. Upgrade to this build to be stopped. Dear Users, Prior to build 14900, Additional Fields were stored in tables Workorder_Fields and Workorder_Multi_Fields,ServiceReq_id with values of picklist and multi select
Important notice for customers using ServiceDesk Plus integrated with Advanced Analytics
Dear users, As we have introduced several changes and enhancements to the request additional fields in build 14900, customers migrating their ServiceDesk Plus to build 14900 and later with Analytics Plus integration will have their Requests custom fields
ManageEngine Supportcenter Plus - version 14.8 - Build - 14830 is available
Dear User(s) Greetings for the day. We released Supportcenter Plus - version 14.8 - Build - 14830. Behaviour Changes: SCP-3505 : From this release, the customer portal will show only the latest announcements. Earlier, all announcements including the past
[Webinar] Why you can’t miss our ITOM-ITSM integration webinar!
We’re excited to announce our upcoming webinar, "ITSM and ITOM: Ensuring High Availability and Business Continuity with ManageEngine," is just a few days away, and we want to make sure you don’t miss it! Here are four key reasons why you should mark your
[Free webinar] ITSM and ITOM: Ensuring high availability and business continuity with ManageEngine
In today’s dynamic business landscape, IT infrastructure must be more than just reliable; it must be capable of evolving alongside the rapid pace of technological advancements. However, many organizations still grapple with critical issues like fragmented
End of Life Announcement for Microsoft Exchange Web Services (EWS) for Exchange Online
Dear users, We would like to bring to your attention that Microsoft has frozen developments and enhancements for their Exchange Web Services (EWS) for Exchange Online and Office 365 were frozen back in 2018 itself and will retire this service from October
An important update: Support for certain operating systems will be discontinued
ServiceDesk Plus and Asset Explorer which utilizes UEMS' inventory module for agent-based asset discovery, will no longer support several operating systems starting December 31, 2024. This applies to all ServiceDesk Plus and Asset Explorer customers with
Discontinuation of Web Remote Functionality
Dear users, We would like to bring to your notice that Web Remote functionality will be discontinued from ServiceDesk Plus/Asset Explorer due to its dependency on the third-party library SparkGateway. For new installations, this will come with immediate
Introduction of Purchase Request
We are pleased to inform you about a new feature "Purchase Request(PR)" which is planned to be introduced as a part of the Purchase module. A Purchase Request can now be created when a request for an asset which is not in stock is raised(from Service Request\Change \Project). Please find a general workflow which is planned for the same: If there is a new hire,manager will create a new service request to provide necessary assets to the new hire. The Technician assigned to the service request (SR)
[Webinar] Streamlining SSL/TLS certificate management with ServiceDesk Plus
In the world of ITSM, efficiency and risk management are paramount. Yet, many organizations overlook a critical component that impacts both SSL and TLS certificate management. This oversight can lead to service disruptions and vulnerabilities, all of
Configuration Management - view/export the list of preventive maintenance tasks with their next scheduled time
This report helps to view/export the list of preventive maintenance tasks with their next scheduled time configured in the application. SELECT swo.WORKORDERID "Scheduled WOID", ti.SCHEDULE_TIME "Next Schedule Time", aau.FIRST_NAME "Requester", sdo.NAME "Site", dpt.DEPTNAME "Department", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", icd.NAME "Item", qd.QUEUENAME "Group", ati.FIRST_NAME "Technician", swo.TITLE "Subject",
Telegram notifications of created requests
Hi all! Because of my problem with mobileapp notifications I decided to apply to my system a telegram notifications. And hope that it is not so far from SD update where we could connect to other messengers :) It's not prettend to be whole mine code, but it's solved significant problem for me and could help anybody too. I use Windows example, but you can do it also at Linux (take your own paths) So, what you will need for plug-n-play (anyway almostly everything is commented inside the files): 1. Python
Invoking UpdateManager.bat ( upgrade tool ) after upgrading to 9400
Dear Users, If you plan to upgrade to a hotfix over 9400, invoking the UpdateManager.bat file ( in windows setup ) from ServiceDesk\bin directory will not invoke the UpdateManager tool. It is because the UpdateManager.bat file which internally invoke the UpdMgr.bat file has reference to older conf file location. To over come this, before invoking the UpdateManager.bat file, download the attached UpdMgr.bat or UpdMgr.bat.txt file and save it as UpdMgr.bat under the ServiceDesk\bin\scripts directory.
Request Management - number of requests submitted per hour
Count of request inflow per hour - provides an insight on monthly opened incidents per hour. It provides you a quick determination on timeframe that received a large number of incidents. This information can then be used by an incident management administrator to determine if a particular department requires additional resources to efficiently manage the number of incidents. PGSQL: SELECT EXTRACT(YEAR FROM (to_timestamp(wo.createdtime/1000)::TIMESTAMP)) "created time", CASE WHEN EXTRACT(MONTH FROM
[Tips & Tricks] Sending out custom notifications made easy.
Hello Folks, As a part of Request management, e-mail notifications help us notify users on important occurrences in a request. ServiceDesk Plus has default email notifications however we cannot have these notifications sent based on conditions. You might even need these notifications to go to a bunch of users. I hope this post helps you achieve this in the simplest way. In earlier versions, script-based custom triggers provided flexibility to send out custom notifications based on conditions. With
[Tips & Tricks] Share requests to make your helpdesk process simpler and help your technicians be more efficient
Hello folks, HelpDesk technicians involve handling different kind of issues everyday. Most of the times, a request needs to be handled by different groups. For example, when a user reports a laptop issue, it could be an issue with hardware or software and so on. Unarguably, this request has to be worked on a collaborative effort and this can be very beneficial for technicians and for users as well. As the title suggests, ServiceDesk Plus has a feature that allows technicians to share requests with
Revoking the service pack for build 14610
Dear users, We have revoked the service pack and installation file for build 14610 from our website as customers using ServiceDesk Plus connected to MSSQL server in their environment have reported issues due to inconsistent connectivity with the database
End-of-Life (EOL) Announcement for Mobile Apps from build 13013 and below
Dear users, From June 2024, ServiceDesk Plus mobile applications operating on build 13013 or below will reach end-of-life (EOL) after the release of iOS and Android mobile app version 6.0. Users who prefer to continue using the mobile app in build 13013
EOL of support to older Operating Systems
Dear Users, Please upgrade your operating systems to the latest versions to ensure application security and uninterrupted and efficient performance, as newer features get added to the application. Note that over the next 3 months, we will progressively
[Tips & Tricks] ServiceDesk Plus on Docker
Containerization is taking IT operations to a whole new level and If you are an IT Ninja or in to Enterprise IT, you've heard of Docker. With the increasing popularity of containerization\Docker, many of you are already thinking about hosting an SDP instance on Docker. Hence to make this transition simple and quick we have come up with a step by step instructions to install ServiceDesk plus on Docker for your reference and we hope our readers find this helpful. A quick overview on Docker and the
[ESM setup users] Important announcement on mail fetching process after migrating to build 14600
Dear users, We have indentified that mail fetching schedule remains disabled post migration to build 14600, this occurs only in ESM setup and only in the default portal IT Helpdesk. Rootcause: A few unwanted schedules have been removed and disabled to
Important: SDP IOS Push Notification certificate has expired
Dear User ServiceDesk Plus IOS push notification certificate expired on 15th December 2023. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder.
[Free e-book] The ultimate guide to overcoming help desk hurdles
Hello folks, Is your help desk struggling? Are frequent issues affecting productivity and service delivery? Wield proven strategies to overcome widespread inefficiencies that weigh down most help desks. This e-book addresses the following major challenges
[Free webinar] 5 ways to measure and reduce your help desk's workload
Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling
[Free webinar] How to make the help desk your first line of cyberdefense
Hi folks, We're happy to bring you our latest webinar on making the help desk your first line of cyberdefense. Date and time: October 30, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Cybersecurity is no longer restricted to security teams.
[Blog] 4 Easy Ways To Boost Customer Satisfaction With IT ServiceDesk Software
Customer satisfaction is an often overlooked, but highly essential element of business growth. It’s simple: satisfied customers stick around longer and are more likely to cross-purchase and repurchase. They do display brand loyalty and typically increase
SCCM Connector For Servicedesk Plus and Assetexplorer
Hello Everyone, We are pleased to inform that SCCM connector for Servicedesk Plus and Assetexplorer is released, you can download it from the link and follow the steps mentioned in it to successfully set it up. Have any questions, do let us know, we will be happy to assist. https://resources.manageengine.com/resources/resource/sccm-connector-for-servicedesk-plus-and-assetexplorer Regards Charles
Announcement on discontinuation of support for MSSQL server 2008
Dear Users, This notification is relevant to customers having ServiceDesk Plus hosted on MSSQL server 2008 in their environment. To address several adversities, it is always a best practice in the technology industry to substitute old products with new
End-of-Life (EOL) Announcement for Change V1 APIs
Dear users, ServiceDesk Plus V1 APIs for the change module will reach its end-of-life (EOL) on January 31, 2024. Moving forward, any upcoming releases will not have access to the V1 Change APIs. Impact: Any external products, web clients or desktop applications
[Free e-book] Beyond performance: A guide to measuring your IT technicians' skillsets
We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving
ServiceDesk Plus 14500 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 14500 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Change Module Enhancements
Introducing free report bundles
Hi there, Are improper change implementations causing an avalanche of incidents? Are asset procurement delays hindering productivity? Who are the slackers on your help desk team? Get immediate answers to all these questions and more with Analytics Plus'
ServiceDesk Plus 14000 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 14000 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Timer Actions for
Masterclass 2023: Season 2 Episode 2 - Setting up automations for critical ITSM practices in ServiceDesk Plus [On-premises]
Hi there, Greetings from ManageEngine! Registrations for the second episode of ServiceDesk Plus Masterclass 2023 are now open! The focus of this episode will be on exploring how to effectively utilize automations in ServiceDesk Plus for important ITSM
[Tips & Tricks] Event & Task Reminders from ServiceDesk
Hello folks, How often does your technicians forget a task/event? From a business perspective, missing them cannot be overlooked. Most of us use reminder apps to remind us on attending an event, work on a task and so on. ServiceDesk Plus provides you with the option of tracking your events/tasks by adding reminders within the application. It can be a general reminder or reminders related to a request, change or a problem. An event reminder can be added from Quick Actions > Reminders. A reminder
Revoking SLA privileges for system role "SDSiteAdmin"
Dear Users, As a next subsequent step to remove site dependency configurations in ServiceDesk Plus, SLA entity privileges will be revoked for SDSiteAdmin from upcoming build 14305. As per the current design, technician with SDSiteAdmin role can create,
[ForYourInformation -35] Page Scripts
The UI of ServiceDesk Plus is built over the hundreds of js and CSS contents. Every element/content that you see in the UI is a part of these js files. Wouldn't it be nice if you can customize the UI based on your needs? Would you believe that if you can customize the UI with your scripts? The Page Scripts option is one of the enhancements that was released in the 11100 builds of the application. With Page Scripts in place, you can customize the UI to suit your business needs. Where to access this
Masterclass 2023: Season 2 Episode 1 - Crafting dynamic templates in ServiceDesk Plus [On-premises]
Hi there, Hope you and yours are doing well. We are delighted to invite you and your team to the second season's first episode of the ServiceDesk Plus masterclass series 2023. In this episode, we'll look at how IT service desk teams can save time and
[Security advisory] Authentication bypass vulnerability in ServiceDesk Plus versions 11305 and below
Hi there, This is a security advisory regarding an authentication bypass vulnerability in a few application URLs in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus (all editions) with versions 11305
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