forward mailconversation to 'Problem' via ## ##
Hi, Today it's possible to forward a mail from your own mailbox to a Request in SD using the ##requestnumber## in the subject of the mail. As a result the forwarded mail is added in the mailconversation overview. I wonder if this '##-mailforwarding-feature' is possible as well with 'Problems' ? If not, is this an idea for a future release? Kind regards, Tomas
Install on another server
How can i transfer all my settings, groups sla, dept, users etc onto an installed app on another server, so i can then take it off the old server.
Using apostrophe ( ' ) when search solutions return no results.
Hello, It was recently brought to my attention that when searching our solution database if we use a term that has an apostrophe in it eg. "Raiser's Edge," then no results will be returned. If on the other hand we use just" Raiser" in the search all of our solutions will be returned. It's more of an annoyance then a real problem, but has anyone else encountered this?
Can I build a filter with AND and OR at the same time?
I'm now analyzing pluses and minuses of a number of support centre software implementations. I see SupportCenter Plus has a good set of functions and looks well which is important too. However the filter functionality looks not enough. For example, I wonder if I can construct a filter like: "Show me all requests that: came from a particular contact AND are not assigned to a particular set of support representatives AND are not having "Closed" status OR marked
How to change Default Background color
Hi, I am using SupportCenter Plus and I would like to change the default background color (blue) to another color, but I can not find that option. If some one knows how to do this I will appreciate. Thank you in advance.
Problems receiving messages to incidents
We have this problem: When we are receiving messages to incidents and their nesting, is a circle and no load. This happends whith some request. We think that it could be some incompatibility with Activex. Anyone knows something about? Regards.
Desktop Central and SerivceDesk Plus integration
Hi, I've been trying out DC and SDP, and both seems excellent products, I was wondering if is there any chance to integrate both systems to use the same database (the same inventory). Also, i would like to know if you are planning to release an MSP version of Desktop Central. Thank you, Matias
Is it possible to import Solutions from an external source?
I want to import Solutions from another database. Is their a field mapping tool available? If not, would it cause problems to use SQL Server tools?
SDP & Exchange 2007, still not working with attachments
Hi All. There appears to be an issue with SDP and the way it create attachments sent via e-mail, from requests. The problem occurs under these following conditions. a) The e-mailserver is a Exchange 2007 SP1 installation b) The Client is running Outlook 2003. The User can see that there is an attached document (it has a paperclip), but if he opens the e-mail there does not appear to be any attached document. If the user opens OWA 2007, it allows him to both see and open the document correctly. The
Remove Login and Password requirement for user import
When importing user details from a CSV file providing a username and password are a requirement of the import, yet if you manually create a user these fields are not required. Therefore I propose that this requirement be removed from the CSV import function as it is unnecessary.
Only adding Fixed Assets from PO's
So we found a little quirk in ServiceDesk. A PO was put into our system for prints of our marketing white papers and such. The purchase was approved and then received. Once it was received, all of the prints were then added to our Asset system referenced by their PO. I think this is a great thing when we're purchasing Laptops or switches or any fixed assets. But marketing supplies like this that are handed out to possible clients don't make sense to asset. We've gone ahead and added a "Fixed
Prevent Users from emailing in a new help ticket
I have a SDP setup that we have been using for about 3 years now. I'm using version 7508. My users will sometimes email our SDP's email address and that will put in a new ticket if there is not one already. Is there a way to prevent this? I still want them to be able to reply to emails within a current open ticket, but I don't want a new one created. This might be a little too much to ask, but it would be nice. I am constantly having to tell people not to submit work orders by emailing the system.
Executed Time, in reports
Hi All, Under custom reports Could you explain what columns, Executed Time, and Time Elapsed refers to? Regards, Daniel
how to delete a site
Says it is in use by a module
Default request template Mode
Hello, support. We have a question about request modes. In our configuration the request mode in the default request template is not set (it is empty) and we set it manually for all requests whatever mode they have been received. Should / could SDP automaticaly override empty request mode by "email" if the request has been received by email? We actually use SDP 7508 and if I'm not mistaken this feature worked previously.
Add Notes to report field?
Hello, Is there a way to create a custom report to include the Notes field, so for example I would have a report with the following columns: Note --- Subject --- Requester Name --- Assigned To --- Group --- Status --- Created Date --- ID For the Note column, it would only need to display the most recent Note added or last note updated? Is this possible? I can't seem to find a way to do this or even a way to simply add the Note field as an option in a report. Any help would be appreciated. Regards,
Tasks or Requests for Long Term Projects
I have projects that started out as a help desk request but will take longer to figure out or longer to do then most of our help desk requests, my boss wants to track my progress on the projects, the Help Desk Request has the ability to add notes to the request, which makes it easier to see what I have done and time stamp it for a report but we don't want to have that many requests under Help Desk, we want Help Desk Requests to be something that is short term. What do you suggest? I wish we had
Can I get computer description for reports by ServiceDesk Plus ?
Can I get computer description for reports by ServiceDesk Plus ?
How to start with an Software Inventory
Hello all! we are in year 2 of our Service Desk Plus deployment, and are finally starting to reconcile the different modules. My primary focus for the next several week/months is to get all software accounted for. Using Service Desk plus, what steps should i take to do this? Obviously i can tell what is installed, and i can see some of the Licenses i have purchased through the PO module of SDP, but what about the misc. licenses that have not gone through the SW? Is there some sort of guidance anyone
How can I see my total number of Assets in SDP Professional?
Hi, I have SDP with a 250 node license, how can I see how many nodes I have thus know how many I got left? Hopefully somebody can help. Regards.
Assetexplorer to Servicedesk Plus
Hi, Is it possible to migrate from assetexplorer to Servicedesk plus?
deleting acquisition and warranty dates?
hello, i cannot see how to delete a warranty date, or an aquisition date. can someone help?
Adding existing Groups to Sites
Has something changed in the way groups are added to sites? There used to be a list to pick groups to add, but it no longer exists. Now I can only create new groups to add to sites. Am I missing something? SD+ Build 7512 Any help would be appreciated, -S
Change Type and approval guidelines
Where in SDP is the setting to control if a Change Type needs to be approved by a CAB member before being closed? We are using several Change Types but I dont see where I can control whether or not they need to be approved.
Modifying site field from active directory does not applied in requests
SDP Version : 7.5.0 Build 7512 Windows Server 2003 R2 SP2 Standard edition We have incorrect sites associated with the requesters, so I decided to modify and correct the site field in one user id from the AD then I re imported this user to the SD, now the requester has the new modified site, but in the requests the site associated with the requester did not changed, it has the same old incorrect site, and this makes the reports showing wrongly. Can we make this field modified from the requests view..?
Server won't start
Hello, since this morning, we have an issue. we can't access the web interface. We have tried to shutdown and restart the service. We have already installed the last patch. Regards, Samir
Approching SLA Indicator
Is it possible to have a visual indicator on the requests screen to show a call is approaching SLA? Thanks, Ian
Reporting features in Servicedesk Plus
Hello, I have a number of year end quarterly reports I need to get done and I'm finding it difficult to get clean reports out of Manage Engine. Let's say I want a simple report of all Request between Oct - Dec of 2008 grouped by month, I can't do that? I can group by Created Time, but that groups each individual day, when I want to group by month. This is just one of the issues I'm running into, I have many other reports that I'm finding can't be produced in Manage Engine without exporting to an
PDF attachments hidden in email generated reports
I have an odd issue occurring. I have a scheduled daily report that is generated and sends an email to specific recipients with the report as an attachment in PDF format. We have Exchange 2007 on the backend and mixed client front end of Outlook 2003 and Outlook 2007. For the Outlook 2007 clients, the daily report email is received ok, no issues, it shows the attached PDF with no issues. However for the Outlook 2003 clients, they receive the report email but no PDF attachment is visible. The odd
Change Notifications Needed
Need a notification rule for notifying requester when change is closed.
Support for Win 2k8 R1 and R2
Currently on build 7507. We are upgrading our domain DC's to Win 2k8 servers. After pointing the AD scan at a new Win 2k8 R2 server, we can authenticate for SD access, but cannot scan the domain to add new users or assets. Do you support Win 2k8 R1? Win 2k8 R2? Any feedback on a possible solution? When will Win 2k8 be supported if not already?
Assigning software licenses
Is it possible to assign a software license to a specific user without scanning the software on the machine? I have to manage several licenses "offline". Regards, Peter
Support of Computer Telephony Integration
Hello Excuse my English Hi looking supportcenter functionalities I see is one that is very interesting like Computer Telephony Integration and wanted to know if this functionality will integrated at some point to ServiceDesk. Greetings
Default Request Template
I really don't want my requestors to use the default template, is there no way to hide this form? Why does it need to be there if I've created customized request templates?
requests -> custom views
how do I create a custom view that is based on logged in user? My Open or Unassigned (in one of these groups).
Request Template, Delete Drag&Drop fields
Hi all, I have created some aditional fields in request template but there is no option to delete them, we are in 7509 build with a MSSQL DB, can this be solved with a delete query in DB. Regards Daniel
Creating a report to include ONLY a specific time range
Can anyone tell me how to create a report that would include ONLY a specific time range? For instance I need to report on all request that were created and/or closed from 4pm - 6pm on any given day.
New request from within a request
Hi, It would be nice if it was possible to create a request from within a request. For example, talking to a client/user about one issue and they mention another. Would be nice to be able to hit 'new' have the requester details auto complete and continue on. Duplicating the request involves taking out a potentially inaccurate description. Using the quick create is an option, but 'new' would save typing. Thanks.
Purchase Order Basics
Hi, I am wondering if it is possible to assign PO's to the incoming requests, so that when it comes time to do the billing, from the time spent reports, it is easy to combine the labour time costs and item purchase costs into the same report?
Custom hardware report
Hi. Is it possible to create a custom report that would display a list of computers and the serial number of the monitor attached to them? It would be perfect if the report would generate the following list: - computer name - computer model - computer serial number - monitor model - monitor serial number For example: - sales1 | HP DC7900 | CZC814325 | HP L1706 | CNC4324356 -sales2 | ................................ Thank you in advance for your reply Adrian
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