[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
[Term of the Day]:WorkForce Optimization
Term of the Day “Workforce Optimization” Definition — What is WFO? Workforce Optimization or (WFO) is a revolutionary business strategy that focuses on maximum customer satisfaction and benefits with minimal operational costs. Workforce optimization also helps you automate essential processes, maintain data visibility, comply with legal ordinances, and solve business problems related to your staff. Workforce optimization manages the performance of staff to understand the impact on both operational
Mail Commands not working
Hello! I'm having trouble configuring Mail Commands. I have set up my Mail Commands according to this configuration: I do have a technician configured with the sender e-mail, and I wanted that any e-mail matching the above specifications would create one incident. So I sent the following mail: I do have the categorization set up properly: But the incident was created without the information I provided (requester, category, subcategory, item, level, mode, priority, etc): Is there anything wrong with
Update failed - PostgresSQL doesn't start
We are currently trying to update ManageEngine from 11100 to 11121 but are receiving the error “Trying to start PostgreSQL server failed”. This also occurs when running the startDB.bat individually. We are running the Community version. Screenshots:
AI chat bot feature
Is there an AI chat bot feature available in Service Desk plus on premise?
[Term of the Day]: Global Variables
Term of the Day "Global Variables" Definition — What are Global Variables? Global variables are also called a global state or global environment, is a programming language construct, a variable type that is declared outside any function and is accessible to all functions throughout the program. This means that they can be changed by any function at any point and may affect the program as a whole. In layman's terms, if variables were humans, Global variables have passports with the visa to go
[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
Login form
I translated all text and Russian is everywhere. but only the login form is still English! Why?
Automatically assigning technician to tasks
Hi there, Is there any way we can automatically assign a technician to all pre-defined task within a template once the incident request has been assigned? (ie if request has been assigned to technician, all underlying tasks automatically assigned to them)?
[ESM] Display Assets from Main Helpdesk to New Helpdesk Instance
Hi, Since we use integration between SDP and DC, we know that the assets synced from DC to SDP (main Helpdesk) under Assets tab will successfully display. Our concern is that, we have another Helpdesk Instance and some devices in Main Helpdesk Assets should be displayed in this new instance in order to assign to Users and attach to requests. I couldn't find ways how these device appears in new instance. Appreciate any lead. :)
Is there a way to measure technician responsiveness?
I can create an SLA, but it looks like it only applies to the first response on a new request. I'd like to apply that same concept to subsequent responses to existing requests. E.g. If SLA is 4 hour response during business hours Ticket 1234 comes in on 9/1/2020 12pm Ticket 1234 assigned to technician JSMITH at 3pm Ticket 1234 technician response by JSMITH at 3:15pm Ticket 1234 user reponse by 9/1/2020 at 3:30pm Ticket 1234 technician response by JSMITH on 9/4/2020 at 9am In this scenario, the technician
best practice for components of computer
hello what is the best practice about components of computer case like motherboard, ram and cpu? can i add ram or cpu as an asset component?
Cancel Request: Use Close Status
We'd like to use this new feature but don't want to add more status types. How could we use the Close status for the Cancellation workflow?
[Term of the Day]:Quality Assurance
Term of the Day “Quality Assurance” Definition — What is QA? Quality Assurance (QA) is a systematic way of creating an environment to ensure that the software product being developed meets the quality requirements. The QA primarily focuses on improving the processes to deliver quality products to the customers. An organization has to ensure, that processes are efficient and effective as per the quality standards defined for software products. The standards and procedures of the QA program help
[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
[Term of the Day]: Mean Time To Recovery (MTTR)
Term of the Day "Mean Time To Recovery" Definition — What is Mean Time To Recovery (MTTR)? MTTR, the acronym of Mean Time to Resolve (sometimes called mean time to restore) is a service level metric for both service desk and desktop support that measures the average elapsed time from when an incident is reported until the incident is resolved/closed. MTTR = (Total Hours of Downtime) / Total Number of Incidents So, let’s say our systems were down for 30 minutes in two separate incidents in a 24-hour
ServiceDesk Plus and Microsoft ATP Attachment Scanning
We have recently begun using Microsoft Advanced Threat Protection Attachment Scanning on all incoming email. We have discovered that this is not playing friendly with ServiceDesk. The issue is caused by the way that ATP will send the email along with a Preview link to the attachment rather than the full attachment. It will later replace that email with one that contains the full attachment, but by then ServiceDesk has already fetched the email and created the ticket with the preview link, which
How to link articles I create to other articles
I'm trying to make an article currently and I am trying to link an old article I made for reference to this new one. I try to copy url but it juts takes me back to the main screen. Any help would be awesome!
Elapsed time reporting requests by technicians
Elapsed time reporting requests by technicians Separately for: Daily, Weekly, Monthly report.
Service Desk Plus - Announcements - Possibility to be alerted when the announcement is removed / updated
On the Self Service Portal of the Service Desk Plus, in the Announcements section, it would be very usefull for end users to be able to "subscribe" to an announcement and be notified in his / her email when the announcement is removed or updated. If the announcement is reporting a global issue, the end users would then know when it has been resolved.
Update actual start and end dates of task based on the dates set for the related work logs
It will be very help to keep track the actual schedule of a task if the system can: Update the Actual Start Date of the Task with the earliest Start Date of the related Work Logs. Update the Actual End Date of the Task with the latest End Date of the related Work Logs.
[Term of the Day]: System Hardening
Term of the Day "System Hardening" Definition — What is System Hardening? System hardening, also known as hardening, refers to securing and configuring a system in such a way that it reduces its surface of vulnerability to a great extent. This is done largely by removing unnecessary software, hardening default credentials, disabling unnecessary services, and modifying other configuration parameters from default values so that the system works securely for a focused set of services. Hardening
[SDF-38713] Restrict each group to its assets
Hi, All technicians on a site can see all assets of that site. My scenario, for example, is that "help desk" group only sees workstations, "network" group sees only network equipment, and generally each group sees only its assets. software has a feature that only restrict request and change and does not include asset. Is there a solution to my scenario? Thanks.
Cant generate jssecacerts by gencert.bat. java.net.ConnectException: Connection refused: connect
Hi! I cant generate jssecacerts. What the problem? C:\ManageEngine\ServiceDesk>gencert.bat mail.intech.com:995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert mail.intech.com:995 Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\jssecacerts... Opening connection to mail.intech.com:995... Exception in thread "main" java.net.ConnectException: Connection refused: connect at java.net.DualStackPlainSocketImpl.connect0(Native Method) at java.net.DualStackPlainSocketImpl.socketConnect(Unknown
Detailed report to show template usage
Hi, Would it be possible to get a MSSQL query report that shows template usage, similar to this one? https://pitstop.manageengine.com/portal/en/community/topic/report-to-show-usage-of-templates With a few more details: Add the names of technicians. Add a period of time to cover specific months (June - August this year, inclusive). Group by technician. Kind regards, Alberto
CMDB Assign to Department Bug
There seems to be an issue when assigning assets to departments in bulk using the Actions > Assign to Department drop-down in CMDB. When doing it this way, the Asset State changes. When editing the assets one by one (by clicking on each asset > Edit), the Asset State does not change (as expected). Before Assign to Department: After Assign to Department: We are on Build 11125. Please let me know if you need more information. Thanks!
[Term of the Day]: Incident Response
Term of the Day "Incident Response" Definition — What is Incident Response? Incident response, also known as an IT incident, computer incident or security incident is the methodology an organization uses to address and manage the aftermath of a security breach or cyberattack. A cyberattack or security breach can wreak havoc potentially affecting customers, intellectual property company time and resources and brand value. The goal of the incident response is to handle the situation in a way that
Add multiple Request_ID in single criteria in filter defination
Hi, I want to define filter for request list and set multiple request id in one criteria like attached image. Please add it in next release. Thanks for helping
SDP "New Request" Widget missing in Portal Homepage
HI everybody, after upgrading to ver. 11 the "generic" "New Request" widget disappeared. Now there are 3 widget (Incident, Service request, solutions). This configuration it's non ideal for us... It's possible to restore or create a widget in homepage portal to link to directly Catalog ? thanks
How do we remove technicians from cc list
Hi Team, Often we receive an email sent to our ticket email address but they also cc various technicians into the email, so when we reply to the ticket it includes the technician in the reply email (which we can manually remove). Is there a way of removing the technicians from ticket so that they do not receive email replies? I'd be happy to do this automatically if possible, otherwise on a ticket by ticket basis. Thanks!
[SDF-88993] Adding Checklist to Request
We are currently on Version 11.1 Build 11125 I've created a checklist and added it to a template. However when I take a request that has already been created and change the template, it doesn't bring the checklist with it. And I'm also not able to add the checklist to any request like I would be able to with a task. There is no option to Add New or associate with the request. Is this by design? The only way I seem to be able to use the checklist is by creating a new request with the template that
Determine the weight for Incident requests
A technician has 10 Incident requests, each of which can be resolved within minutes. But another technician has 10 Incident requests, each of which requires several hours of work How to determine the weight for Incident requests?
Report on Purchase Requests
Need a query to run the report of Purchase Requests which will give me the details of Purchase Requests by their status.
Field and form rules in ServiceDesk Plus
I have ServiceDesk Plus Version 9.4 Build 9413, so I try to add cost estimations in my request but I can't so anyone have solutions note : I check this video https://www.youtube.com/watch?v=wM5T8GNhArY but still have the same issue
Restore SDP data by MS SQL backup file
Hi, I want to migrate old SDP server to new SDP server. When I backup "servicedesk" database by MS SQL Task -> Backup and restore it by Task->Restore, it's okay, But when I start SDP service by run.bat, show me error. For some reason, I can't use backup.bat and restoreData.bat. What should I do? SDP build 11.1.26 DB: MS SQL Thanks for helping
[Term of the Day]: Voice Search
Term of the Day “Voice Search” Definition — What is Voice Search? Voice Search has been in the market for more than a decade, the technology is majorly used in smartphone and smart device industries. Voice search is a technology that allows users to perform a search on the internet by verbally asking a question on a smartphone, smart device, or a computer. Voice Search uses speech recognition technology to understand what users are saying with high accuracy. It then gives results orally to
[Term of the Day]: Penetration Test
Term of the Day "Penetration Testing" Definition — What is Penetration Testing? Penetration testing also called pen testing is an ethical hacking that is attempted to exploit the vulnerabilities of a computer system, network or web application that an attacker could exploit. For example, this is like a bank hiring someone to dress as a burglar and try to break into their building and gain access to the vault. If the 'burglar' succeeds and gets into the bank or the vault, the bank will gain valuable
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