[Virtual MeetUp] Free Training on Customizing Self Service Portal
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 6th session of Virtual meetup, which is scheduled for 20th May 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[Community Digest] ServiceDesk Plus - April 2021
Here is the monthly rewind for April 2021! Version and Build releases: 11143 (Released on 1st April 2021). 11200 (Released on 7th April 2021) check this link for more details. 11144 & 11201 (Released on 9th April 2021). 11202 (Released on 13th April 2021).
[QUIZ- 1]: Handling Critical incidents
From now on, our Virtual Meetups will include a quiz as an additional activity. After each meetup, we will be sharing the recording of the session and a questionnaire. You can check out the recording and take the quiz to brush up on the topics covered.
[Blog] The Effectiveness of Multi-Channel Support for your Employees and Customers
Nowadays customer experience and employee experience are looking more and more similar. Evolving consumer experiences are shaping employees’ expectations for work experiences. Employees increasingly see themselves as customers of their employer, and the
[What's Cooking] Upcoming new features and enhancements - April 2021
Dear users, We are glad to inform you all that the following features will be released in one of the upcoming service packs. Change Workflow Create a complete change life cycle, along with its stages, conditions, switches, notifications, approvals, and
Free DIY ServiceDesk Plus implementation with Zia
An implementation plan tailor-made for your business needs. We've got exciting news for all ServiceDesk Plus users! DIY implementation using our internal chatbot Zia has been rolled out, and this means it's safe to say that our bot that offers customer
Change Management - history of status changes made on a change request
SELECT chdt.changeid "Change ID", chdt.title "Title", orgaaa.first_name "Requested by", ownaaa.first_name "Technician", Longtodate(chdt.createdtime)
[Community Digest] ServiceDesk Plus - March 2021
Here's the roundup summary for the month of March 2021! Version and Build releases: 11141 (Released on 12th March 2021) 11142 (Released on 26th March 2021) Some prominent and most awaited features have been released with these service packs. Check our ReadME article
[Community Tools] Tryout Beta Version of "DIY Implementation" in ServiceDesk Plus ChatBot
We have launched the Beta Version of "DIY Implementation" in our chat BOT. Now, Dhanya aka Zia can build a personalized plan based on a user's inputs. Users can implement the product using the document or they can initiate a chat and specify the unique
[DidYouKnow-45]How to Auto Populate User Defined Fields(UDF) on a Ticket
One of our Community users has requested the following function in ServiceDesk Plus. When a user submits a ticket. The User Defined Fields (UDF - store users AD attributes), should get auto-populated on request additional fields based on the user who
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
[Community Digest] ServiceDesk Plus - February 2021
Here is the monthly rewind for February 2021! Version and Build releases: We had 2 build releases 11139 (Released on 1 February 2021) 11140 (Released on 19 February 2021) check this link for more details. Product Highlights: Framework Upgrade Information
[Virtual MeetUp] Free Training on Handling Critical Incidents
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 4th session of Virtual meetup, which is scheduled on 17th March 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[ForYourInformation -53] Microsoft Teams and its Prowess with Servicedesk Plus
First of all, a very Happy New Year to all, and I Hope Everyone is safe and sound. We would like to take this Post as an opportunity to Relish the Benefits of Microsoft Teams integration with Servicedesk Plus. With the ongoing scenario, it looks like
[DidYouKnow-44] Automate Set/Unset Tasks Using FAFR
As you may know, using the FAFR feature in ServiceDesk Plus, you can define rules on a Request form. Based on the user's actions FAFR can dynamically Enable, Disable, Show, Hide, Mandate, Non-mandated fields and perform much more functions on Incident/Service
[Community Digest] ServiceDesk Plus - January 2021
Here's the roundup summary for the month of January 2021! Version and Build releases: 11136 (Released on 03rd January 2021) 11137 (Released on 13th January 2021) 11138 (Released on 25th January 2021) Some prominent and most awaited features have been
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User, As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. Note: This restriction is not
Request Notes V3 API Changes
Dear users, We would like to inform you that we have made some notable changes to the V3 API format for Request Notes. What's changing As a part of this change, we are renaming the request_note entity as note. The entity attributes created_by and
[ ForYourInformation -52] Enhancements on Request Convert Feature to Incident/Service
You may all know about Convert Incident to Service and Service to Incident features in ServiceDesk Plus. Now with the 11138 builds, we have enhanced these features. Behaviour Changes and Enhancements: 1. Removal of convert incident to service & service
[ForYourInformation -26] Refine request details page
Hello folks, With build 11005, we released an enhancement that allows you to customize the request details page layout. With this enhancement, we can do any customization that you can possibly think of. It provides the ability to reorganize the rows as desired. Flexibility to rearrange the sections, You can add or remove and organize properties and sections from the right panel.
ServiceDesk Plus 11138 Released !
Dear Users, We are glad to announce the release of latest servicepack 11138 for ServiceDesk Plus. This servicepack includes 20+ new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack
[What's Cooking] Upcoming New Features and Enhancements in ServiceDesk Plus
Dear Users, We are happy to inform you all that the following features are queued for release with one of the upcoming service packs. ZIA Reopen [ Admin tab >> Zia >> Zia Configurations ] ESM at Advanced Analytics [ Admin tab >> Integrations >> Advanced
Discontinuation of Agent-based Remote Control
Dear users, This post is to inform our customers of ServiceDesk Plus and AssetExplorer that the Remote control option using AE Agent would be discontinued in one of the upcoming service packs due to vulnerability issues. No Support for Java Applet: Java applet is one of the important components required for agent remote control. Since this is not supported by most browsers, we have decided to discontinue the agent remote control. Available options for Remote: We will still support remote control
[Security advisory] Authentication bypass vulnerability in ServiceDesk Plus build 10511 to 11133
Dear users, This is a security advisory regarding a possible authentication bypass vulnerability in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus version 10511 to 11133 who have enabled SAML authentication
[Tips & Tricks] Determine length of a string
There was a requirement from a user to define the minimum and maximum string (value) length a user can put into an additional field. The requirement is that when a user puts in a value lesser than the minimum length and greater than the maximum length
[Community Digest] ServiceDesk Plus - December 2020
To all our esteemed community users, we wholeheartedly thank you for all your support and valuable interactions in 2020. In this New Year 2021, we wish you Prosperity and Good health! Here is the monthly rewind for December 2020! Version and Build releases:
[DidYouKnow-37] Database Maintenance settings
Database performance is such a critical factor of any application/network. IT organizations are always chasing better performance that involves monitoring, tuning, and improving applications database as a crucial activity. Because of indices and other performance improvements, databases consume a LOT more disk space than what the actual data itself requires. Hence, monitoring the disk usage on the database server is vital to avert application crash or failure and to sustain optimal performance. With
[Security advisory] Authentication bypass vulnerability in AssetExplorer build 6503 to 6723
Dear users, This is a security advisory regarding a possible authentication bypass vulnerability in AssetExplorer, which has been identified and rectified. Users of AssetExplorer version 6503 to 6723 who have enabled SAML authentication are affected
Celebrate the Season: HAPPY HOLIDAYS!
On behalf of the ManageEngine Community team, we first want to take this opportunity to wish you all a very safe, warm and Happy Holidays. It’s been quite a year. Although it’s been challenging, we've been so
[Community Digest] ServiceDesk Plus - November 2020
Here's the roundup summary for the month of November 2020! Version and Build releases: We had 2 build releases · 11131 (Released on 03rd November 2020) · 11132 (Released on 04th November 2020) Check our ReadME article for more details. Product highlights:
[Tips & Tricks] QuickLinks within ServiceDesk Plus
One of our customers had come up with a requirement to add quicklinks in ServiceDesk Plus. The reason being that users in his environment access quite a few numbers of sites often, having them as quicklinks in ServiceDesk can be handy and time-saving.
Upgrade assistance and final call to upgrade your ServiceDesk Plus to the latest version
Dear users, Thank you for being a valued customer of ServiceDesk Plus. This post is a kind reminder that our support is not offered to customers with builds more than a year old, according to our support policy. We are pleased to provide upgrade assistance
[Virtual Meetup] ESM: Service Center for Non-IT Departments
We're super-excited to announce our first-ever virtual meetup that will happen on Wednesday, November 18, 2020. In this 1-hour virtual meetup, you will discover: The potential of Enterprise Service Management. Benefits of enabling your ServiceDesk with
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.
[Community Digest] ServiceDesk Plus - October 2020
Here is the monthly rewind for October 2020! Version and Build releases: We had 2 build releases · 11129 (Released on 08 October 2020) · 11130 (Released on 27 October 2020) check this link for more details User Education and Resources: Masterclass
[ForYourInformation -33] Checklists for request management
Bring the ‘Checklists’ into action. This feature is available from 11107 and post builds of ServiceDesk Plus. As a result of our constant efforts to make the job easier, we brought in a NEW feature, ‘Checklist’. Have you ever got this feeling after going out of your house? I locked the door. Didn’t I? Did I turn off the Air Conditioner? People are preoccupied and tend to miss-out few important things. This goes without saying, IT people like us are always preoccupied. A checklist might come
[ForYourInformation -14] Self Service Portal Customization
The Self-Service Portal increases visibility into daily IT operations and additional focus on service quality and customer satisfaction. Self-service portals are the best way to achieve that without spending extra IT effort. In Service Desk Plus Self-Service Portal can be designed and customized by the administrator to display it in a way that he/she requires the users to view it. This customization option allows the administrator to re-arrange, restore, add, delete, hide and re-size the widgets.
[ForYourInformation -51] Site field in request details page enhanced with Web URL
Based on our customer's request, we have enhanced the site field on the request details page in the 11129 builds of ServiceDesk Plus. Now users can click the web-URL link and get redirected to the particular web page. This feature enhancement provides
Endpoints and IT operations management seminar [Online]
Greetings, Over the past few months, the IT industry has been subjected to several "new normals," and there have been major changes in how IT teams operate. When the pandemic started, organizations supported remote work and modified their system to accommodate
[Tips & Tricks] Restrict editing approved or approval waiting requests
Dear Users, Good day! We have come up with a Business rule negate script restricting any edit operation on an approved request and this should help restricting technicians from editing approved requests. This can be accomplished by FAFR, however, technicians can still be able to edit a request from ServiceDesk Plus mobile app or via an API call as FAFR scripts are client-side scripts. Let's consider this scenario: A request has been approved for a particular software/asset (or any item for that matter).
Next Page