[Blog] Benefits of managing ITAM and ITSM together
ITAM: The acronym of ITAM is "Information Technology Asset Management". In simple words, ITAM comprises of IT asset tracking and IT asset management. ITAM is a set of best practices that allows your IT team to manage, control, and protect all IT assets
[Tips & Tricks] ServiceDesk Plus built-in scribble pad can save you time everyday
Hello folks, Scribble notes are always fun. Aren't they? At work, it can be really effective and helpful to take quick notes or remind us of important things. ServiceDesk Plus built-in Scribble pad is an omnipresent feature as it can be accessed from anywhere within the application. Each technician will have their own personalized scribble pad and would not need to save what you have written, just one click opens the scribble pad and close it once you are done with taking down the notes. The content
[Community Digest] ServiceDesk Plus - September 2020
Here is the monthly rewind for September 2020! Version and Build releases: We had 3 build releases · 11126 (Released on 04th September 2020) · 11127 (Released on 22nd September 2020) · 11128 (Released on 29th September 2020) check this link for more details Product highlights: Framework Upgrade Information · Tomcat upgraded to 9 · jQuery upgraded to 3.4.1 User Education and Resources: Masterclass 2020 Series KB Articles: [ ForYourInformation ] Request template date field enhancement
[Tips & Tricks] Approvals Made Easy With ServiceDesk Plus
One of the most difficult day to day tasks in an organization is achieving a proper approval workflow, which was mostly orchestrated through papers and manual signatures were attested and those records would be maintained then after in large storage rooms. Later these records were maintained in a.XLS sheets by making use of a 3 rd party vendor application. Now, what is the problem with this, can't this be followed in the long run. The answer is quite ambiguous at the moment !! But At the end of
[Tips & Tricks] Password protected file attachment
Password-protected file attachment is a new enhancement released with 11128 builds of ServiceDesk Plus. No matter how big or small your business may be, there are critical documents that need to be secured, not many organizations manage their business
[What's Cooking] Upcoming new features and enhancements
Dear Users, We are happy to inform you all that the following features are queued for release with one of the upcoming service packs. Multi-Level CAB Approval Add multiple approvals to any change stage. Apart from the CAB approval, you can add up to 10 approval https://pitstop.manageengine.com/portal/en/community/topic/whats-cooking-multi-level-cab-approval-for-changes Disable Concurrent Login You can now disable concurrent user login from different IP addresses. Can be configured from Admin > General
SysAdmin Day 2020
A very special date is just around the corner again: Friday, July 31, 2020 - the SysAdmin Day 2020! This day gives us the perfect opportunity to thank and honor the System and IT administrators around the world for all the times they’ve come to rescue to keep the business infrastructure up & running 24/7. ManageEngine loves you all so much! Celebrate this day with ManageEngine and express your gratitude to the Warriors of the IT and walk away with exciting prizes. Visit: http://mnge.it/sysadmnday
ServiceDesk Plus 11128 Released
Dear Users, SDP 11128 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements : Frame Upgrade Information Tomcat upgraded to 9 jQuery upgraded to 3.4.1 Multi Level CAB Approval Add multiple approvals to any change stage. Apart from the CAB approval, you can add up to 10 approval Problem Support Group Support groups can be assigned to work on problems and group-based permissions can be configured for problems. Reports
[ForYourInformation -49] Request template date field enhancement in build 11126
In ServiceDesk Plus, tickets can be classified as Incidents and Services. In general Incident, tickets will be raised in organizations by end-users for an unplanned event that disrupts the usual work or something that is not working properly or could be broken. Service tickets can be defined as a formal request from the user to avail of services that are offered by the organization. Like access to servers, access to an application, password reset, and much more. The Service and Incident templates
[Tips & Tricks] Populate Department name based on selected User name
Scenario: A particular incident template has 2 additional fields "User name" and "Department name". When users submit a ticket with this specific template, while typing the name ( on the user name additional field), it should populate the appropriate user names list within the ServiceDesk Plus. On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field. Solution: Create a new 'Single Line' additional fields for "UserField"
[Tips & Tricks] Auto-approving a change
Hello folks, A change is to control risk and minimize disruption to associated IT services and business operations, consequently ensuring that the best possible levels of service quality and availability are maintained. A major change that can have a medium to high impact on business operations and may have financial implications that always requires CAB approval, as well as management approval. Whereas, changes like patch deployment or OS upgrade that occur routinely and have low impact, less risky
Authorization Warning : on accessing view solution from Self Service Portal
If you happened to come across situations, where users are unable to access "I am looking for a Solution" from their Self Service Portal, even though they have access to the solutions tab. Then this article is for you. Behavior Change: 11118 SD-89683: If any custom widget is configured with the '/SolutionsHome.do' URL, then the operation param '/SolutionsHome.do?action=view' must be included in the URL, or else an error message mentioning "you are not authorized" will be thrown. Solution: (Applicable
[Community Digest] ServiceDesk Plus - August 2020
Here is your ServiceDesk Plus Monthly Summary for August 2020! Service Packs: A total of three service packs (11123,11124,11125) with numerous features and issue fixes have been released. Please refer to our ReadME article for complete details. Behavior Changes introduced with these service packs: When a technician whose login is disabled is re-imported via Active Directory, the login permissions will remain disabled. The default custom view for requests is now set to 'My Pending Requests' for requester
[DidYouKnow-41] Glowroot bundled with ServiceDesk Plus
Introduction: Glowroot is a simple APM (Application Performance Monitoring) tool useful for monitoring Java-based applications. It has a feature which allows tracing for slow requests and errors, it is also possible, logging trace time for every user action within the ServiceDesk Plus. https://glowroot.org/ Glowroot is now bundled with ServiceDesk Plus and available from 11124 builds onwards. Note: This tool is not enabled by default and need not be enabled until explicitly told so for performance
[Tips & Tricks] Configuring SAML with Azure AD
This guide will help us configure SAML for those who want to use Azure AD as their IdP and also give you insights on a few issues that you might run into while configuring SAML in an Azure Environment. In an ideal environment, we will have an On Premises AD which will Sync users to their O365 Portal or Azure Portal. The sync is carried out with the help of a tool called Azure AD Connect, and the admins can download this tool either from the Azure Portal (https://portal.azure.com/#blade/Microsoft_AAD_IAM/ActiveDirectoryMenuBlade/AzureADConnect)
[ForYourInformation -47] Password Policy Enhancement
You may all know about the Password Policy feature which was introduced with 11100 builds of ServiceDesk Plus. Now we have an additional function "Change Password Redirection" in the password policy feature which is available from the 11123 builds of ServiceDesk Plus. This function allows ServiceDesk Plus admins to enable a forced password reset policy, which redirects users, who log in for the first time, to the change password page. Admin Tab >> General Settings >> Security Settings >> Password
[ForYourInformation -46] Ticket raised by My Asset Widget can be configured with a particular template
Introduction: Users can raise an incident ticket for their assets through [Home page >> My Assets]. The user needs to click on the "Report an issue" button to raise a ticket for the particular asset, on clicking the button user will be taken to incidents list pages. Users can select the appropriate template to submit the ticket. Scenario: One of our customer requirements was to show a particular incident template (which has the pre-filled fields ) instead of listing all templates while clicking
[ForYourInformation - 44] SAML In ServiceDesk Plus
Security Assertion Markup Language (SAML) is a means to exchange authorization and authentication information between services. SAML is a solution where the user logs into a service that acts as the single source of identity which then grants access to a subset of other internal services. This post will be focused on providing an overview of SAML working from ServiceDesk Plus initiated login. Few key terminologies : An Identity Provider, frequently abbreviated as IdP, is the service that serves as
Security Warning: Default Credentials Not Reset
Dear users, If you happen to find this banner with the warning message "Security Warning: Default Credentials Not Reset" in the web client, it is to indicate the Admin that the Backup password in the application has not been reset and is still using the same default password. As you know, the application backup file can be encrypted and the password for the same can be set from Admin > General Settings > Backup Schedule. With the build 11122, we released a security enhancement to force the administrator
[ForYourInformation - 43] Rich Text Area Support For Task And Worklog Description
One of the most awaited feature was Rich Text mode in Tasks, Worklog, and Task templates. This feature is currently available in 11123 builds of ServiceDesk Plus. Reference ids: SDF-37155, SDF-43511, SDF-50557, SDF-62229, SDF-66199, SDF-70514, SDF-88567 Rich Text Area Support For Task And Worklog Description Task and Worklog Description before 11123 builds: The description can only be in plain text, in the task, task templates, and work logs. It has no formatting, only line breaks and spacing.
[ForYourInformation - 42] Task Template Enhancements
You may all know about the task templates behavior changes on the build 11107. Now we have a few enhancements released with 11115 builds of ServiceDesk Plus. Existing Behaviour : In the Request Template workflow tab, we can associate Task Templates to the request template. There is also an option to create a new Task Template and associate it. However, an associated task template cannot be edited inside the request template. Enhancement : Now the edit option is available from 11115 builds. You can edit
ServiceDesk Plus 11123 Released
Dear Users, SDP 11123 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements Cancel Request Option to move unnecessary requests to Cancelled status. SDAdmins can grant request cancel permission to users. Theme Enhancements Using theme settings you can customize the application's default color and font. You can apply the theme settings for all users or allow each user to select their own color and font. Allowing
[Tips & Tricks] A guide on Exporting and Importing tickets
In certain scenarios, we may require tickets alone to be exported from ServiceDesk Plus leaving other configurations ( like SLA, Business Rule, Priority, etc). This exported tickets can be imported to a test environment or 3rd party applications. This article will give you guidelines on methods of tickets export and import. Tickets can be export in 2 ways 1. Export tickets from the requests list view: The Ticket Export feature allows you to export tickets based on the selected Request type and Request
[ForYourInformation -7] Copy request templates
Hello folks, Have you ever caught yourself sitting in the office, staring at the ceiling, pondering how you can, to put it bluntly, ‘wrestle down’ your template creation process? It is undeniable that the process of template creation is never-ending. In this blog post, you will find a hint to this conundrum. Creating a new template from scratch every time leads to consuming valuable time. Instead, copying/replicating a similar template and make necessary changes to it helps us save a lot of time.
[Tips & Tricks] Best practices for deleting technicians
In a constantly changing environment, technicians come and go, and when it is time for them to depart how do you best maintain your support lines of communication? This article describes best practices for maintaining your lines of communication with your users after a technician departs your team. The following are the steps you will want to take when deleting a technician from your helpdesk: Reassign the Technician's tickets Changing the Technician as requester Deleting the Technician's account
[Community Digest] ServiceDesk Plus - July 2020
Happy new month wishes from us! Wish you all to leave old troubles alone and enter into a new month with fresh ideas and enthusiasm, with this quote Let's recap all the activities that happened in July 2020. Version and Build releases: We had 2 build releases 11121 (Released on 08 July 2020) 11122 (Released on 28 July 2020) check this link for more details Behaviour Changes: MDM Integration: To avoid factory reset devices from MDM getting detected as new devices in ServiceDesk Plus, the
[Community Tools] ServiceDesk Plus ChatBot
Let me introduce our New ServiceDesk Plus ChatBot No more long waiting for email replies or callbacks from the support team. Now ChatBot can instantly provide answers to your question and problem related to ServiceDesk Plus. You just need to land at our ManageEngine Pitstop home page to initiate the Chat, either from your Laptop, Desktop, Mobile, etc. ServiceDesk Plus ChatBot is designed with (AI) Artificial Intelligence and (NLP) Natural Language Processing features. It has self-learning capabilities
[Tips & Tricks] Task template behaviour changes before and after 11107 build
Task template before 11107 build Task Template: [Admin tab >>Helpdesk Customizer >> Task Template] It's a commonplace where you organize and maintain, task templates for different modules like request, problem, project, and change. You can delete old and unwanted task templates from the list view. In order to mark a particular template as inactive, you have to select and edit the particular template. Enable "Mark this Template Inactive" The task templates cannot be sectionalized based on different
[Tips & Tricks] Show/Hide sections in a request form using FaFR
Scenario : To show/hide sections in a request form based on user departments. In this scenario users from 2 departments, "Business Analyst" and "Technical Analyst" will be using a service template "New Laptop" to submit service tickets for their need for a new Laptop. The service template is configured with multiple sections based on department fields. Using the following script, 2 different fields and form rules have been configured. When the user from each department loads the request form, the
[SDF-88992, SDF-62870] [What's Cooking] Upcoming new features and enhancements
Hello users, We are glad to inform you that some exciting and most awaited features listed below are lined up for the release with the upcoming service packs. You can try these features on our Beta site and share your valuable feedback. 1) Cancel Request (Request Details Page > Action > Cancel Request) 2) User Theme personalization (My Profile > Theme Personalization) 3) Portal Theme personalization (Admin > Theme) 4) Force Password Reset for new user (ESM Directory > General settings > Security
[ESM] How to move a request from one instance to another Instance
There could be numerous scenarios where there would be a need to move a request from one ESM instance to another instance. Consider two instances - SDP Helpdesk and SDP Facilities. A user unknowingly submits a request related to SDP Helpdesk in SDP Facilities, in this case, it would not make sense to create a new request in the facilities desk. Hence, we have come up with an HTML script that allows you to move a request from one instance to another instance. Steps: 1. Copy the attached move_ticket_esm.html
[ForYourInformation -27] Multi SLA feature for Service Templates
We have enhanced the SLA feature with "Associate or Add SLAs" for Service templates, the new feature allows us to add more SLAs to Service templates. The requester will be allowed to choose the SLA on Service ticket submission. This feature will play
[DidYouKnow-40] Option given for requesters to select SLA on Service Request submission can be disabled
Multi SLA feature for Service requests was introduced in 11005 builds of ServiceDesk Plus. In this feature, requesters on submitting a Service request can select SLA from the given list configured for the particular service template. You may know more about the Multi SLA feature. Based on our customer needs, we enhanced the Multi SLA feature with the option to enable/disable Multi SLA for requester and technicians. Reference id's SDF-55748: Option to disable the SLA time stamp banner for requesters
[Tips & Tricks] A simple guide on text formatting toolbar
The purpose of formatted text on an email or ticket reply is to enhance the presentation of information. Good formatting distinguishes different parts of your text and helps viewers take in your message. You can apply formatting on every element of the content, from a single character to an entire paragraph. Body text needs to be readable and easy on the eyes. Headings should be big and bold, and they should also be consistent throughout the document. Important lines need to be highlighted. Quotes
[Blog] Purchase Order Life Cycle
In good old days, the purchase orders process was sluggish, to order a product the organization had to type or print the PO. It had to be routed internally between departments for approval. After the PO approval, it had to be mailed or faxed or emailed to the vendors. This old-fashioned paper method could take weeks to complete. Today PO process has been digitized, it takes very minimal time to order and complete the PO life cycle, without any human errors. A purchase order or PO is a requisition
[Build: 11005] Customize Request Details Page
Hello users, Many of our users have asked us for a change in the position of a few details in the request details page. Hence, we have come up with a configurable option to customize the request details page. Using this, you can do the following customizations: Create a default layout for the technician and requesters. Rearrange the sections, tabs, and sections in the RHS. Remove unwanted sections from RHS. Add or remove details in the properties section in the RHS. Rollback to system default layout
[ForYourInformation - 40] Scheduled Ticket Deletion
The Schedule Data Deletion is an enhancement of the Data Archiving feature. It is available from the 11120 builds of ServiceDesk Plus. Schedule data deletion feature can delete tickets both active and archived, based on the configured schedule. All tickets created in ServiceDesk Plus will be stored in the database. When the business grows, the application database also grows exponentially, this has been always true that many organizations find it difficult in archiving and deleting old tickets.
[Community Digest] ServiceDesk Plus - June 2020
Here is the summary of the activities that happened in the month of June 2020! Service Packs: A total of four service packs (11117,11118,11119,11120) with numerous features and issue fixes have been released. Please refer to our ReadME article for complete details. Product News: Support for Asset Servlet API is discontinued from the build 11119 Introducing our in-house scripting language Deluge for ServiceDesk Plus User Education and Resources: Implementing an effective change management process
ServiceDesk Plus 11120 Released
Dear Users, We are glad to announce the release of latest servicepack 11120 for ServiceDesk Plus. This servicepack includes new enhancements. Microsoft Teams Integration Set up the ServiceDesk Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view service desk tickets, pending approval, and chat with help desk technicians-all from within your Microsoft Teams accounts.Click
[ForYourInformation -36] Special characters in attachments filename
Dear users, With build 11008, we brought in a restriction with uploading attachments that have certain special characters (mentioned below) in their filename due to security reasons. ()&\/ If you happen to encounter the below error while uploading attachments in the application, please check for these special characters in the filename and remove them. "Invalid characters present in the filename. We recommend to use only alphabets, numbers, dots, hyphens, and underscores." Once removed, you should
Next Page