addtional fields separated per product
If I want to store the number of keys of a keyboard with an additional field called 'Number of keys', and I have created 'Keyboards' and 'Hard Disks' as components, then the user will see 'Number of keys' when creating a new hard disk, isnt that awkward!!? I strongly hope you can make something with this issue in the next release of SD+ (7.5?), it is really a must to have such feature. for every component or product (asset) there should be a way to define their own additional fields without interferring
Blank out (unassigned) in Assigned To column
Currently, if a request is not assigned to a technician, the word "unassigned" is displayed in the column. I would like to see an administrative option to either display "unassigned" (as it is now), OR completely "blank out" this column. I believe it is more eye catching, as is to say, easier to see which requests are not assigned to anyone, if the ASSIGNED TO column is BLANK.
Show all attachments in main request view (even from merged/conversations)
Here is a scenario: we have Request id: 1 and Request id 2. Request id 2 has an attachment. If you merge these two requests together, the only request id which will be available will be the parent request (ie) Request id 1. Since this parent request does not have any attachment, it does not show the attachment and the attachment will be available only in the conversation. ie this conversation in request 1 which was originally request id 2. The reason behind this is when you split it as a new request
Contract Management - Enhancement Request
Currently, it is only possible for contract expiry notification emails to be sent to SD+ Technicians. I would find it very useful to be able to specify any email address(es) so that I could send notifications to a distribution list - distriubtion lists don't leave organisations, technicians do! This would avoid the need to check all contracts when a technician leave the organisation. I would also like to see an option for a request to be raised automatically in SD+ when a contract is due to expire
Assets view within 'My Details'
Hi Apart from from when raising a new request within your own login, is there a way to view your own assets i.e show what you allegedly have (or what the IT admin dept have assigned to you) from within another tab such as 'My Assets'. If not can this be easily displayed Regards Neil
API Please!
Hi I have been evaluating Support Center Plus and I have to say, I love it and will be buying it shortly I am a developer and I understand the need to protect your own code, I love the fact that you have a all in one install the gets it all ready for use, however that is also the only bad point. There are updates to Tomcat, Updates to mysql, other components etc. I simply do not want to expose the application openly to the internet. There are alos quite a few things I would like to customise that
Merge users?
Hi, we had several users created automatically when they emailed in a request. Now we've done an AD import and have duplicate users. One account shows their AD logon as their login name and the auto-created one shows their email address as their logon. Is there a way to merge the two users into one without screwing up existing requests?
Asset disappears in request
Can anyone confirm this 'feature'. SD+ 7 build 7010. Open request which has asset listed in request details. Click on the due date and just select the green tick. Does the asset listed then vanish? Tried it several ways, in ie7 and firefox and it appears to disappear Another bug? Will I ever get this into full production (been almost a year now!). Rich
Database maintenance
Using MYSQL as my database. It's at 1gb in size. How do we perform maintenance when there is nothing in the GUI portion of the ADMIN tab for Service Desk Plus Enterprise edition. I am on 7018.
Reply to Emails on Blackberry
When I reply to an automated email concerning a new open request from my blackberry, a new request is created instead of the email being appended to the request. When I reply from Outlook to the same message, the reply gets appended to the request. Does anyone know a way to resolve this issue or have a work around?
Multi-Request association with a 'Master Issue'
Application needs ability to take individual requests and associate them to some "master request". When the master request is closed, all associated requests are closed. We frequently need to perform this action in regular Helpdesk work. If the company's Internet connection is down, dozens or hundreds of sites may call in reporting "Internet problems". Need ability to associate each one of those site's individual requests to our master, "Internet issues" request. When we have resolved the Internet
New tasks should default owner to logged in user
New tasks should default owner to logged in user. When you are creating a new task, application should autoselect yourself as owner.
Wording change for template selection
Assuming there are templates visible to requesters, when a requester first logs into ServiceDesk, they are greeted with a screen that says "I am having issues with:" right above the drop-down box for the request template list. I think the idea is that the template name will complete the partial sentence, but I don't want to name my templates that way. In fact, I can't, due to requirements dictated by management. Is there any way to change the "I am having issues with:" statement on the main page
Converting to free version
I've tried out the Professional version of ServiceDesk Plus and love it, but it looks like it just isn't in the budget this year. How do I downgrade to the free version? I have myself and an assistant. Do I need to do anything, such as transfer all tickets to the Administrator account? Or just let nature take its course and it will disable his account automatically? I just don't want to lose any settings or existing tickets.
$tasklink URL error
Hi When the assigned technician recieves an email after a task is assigned, the link to the task is text and not a URL. When i edit the template and try to add LINK from the list it is added as tasklink with the $ missing. I can manually add the $ in front but this does not create the URL link, it still sends out the email with the link path in text but not a URL. Can you please investigate this problem. Thanks Mike
workstation additional field link
I have a problem of workstation additional field links with Resouces additional field automatically. For example, when I input data in workstation additional comment field, SD will automatically input data in Resouces additional invoice field. My ServiceDesk Plus version is : 7.0.0 Build 7018 Thanks in advance
Planning requests like in a MS Project Planning
Hello all, for individual requests ServiceDeskPlus works superb. However, the department which I work for likes to see a planning for solving the requests. From time to time new requests appear and we have to replan our activities. This means other requests are delayed. This is something I'd like to see done with Servicedesk Plus. Who can help me? Is something like this allready possible or is this a great new feature ? Kind regards, Barry Sakkers
List of Issues getting fixed in 7019 hotfix
Dear Users, Following are the initial list of issues getting fixed in 7019. and the tentative date is by first week of Auguest 2008. 1. SD-9621 : Clicking the Home / Request tab, page becomes blank in mssql. ( same as auto close issue ) 2. SD-9208 : Split messages automatically shows as overdue even though there is no due date set. Whenever we use the Split As New Request feature to separate part of a conversation, the split part shows with an overdue flag. 3. SD-9072 : Mandatory Field for request
Can't Load SDP
Good afternoon - I have a user who is having a problem loading ServiceDesk Plus (Build 7011) on her computer. IE7 seems to load fine but when I try to load the SDP application the system opens up an empty page. This was working fine until just recently and I cannot track down what changed. I have tried loading this in Firefox it looked OK but we would prefer to have this load in IE. Any ideas as to what I need
How to Map Technician with Region
I want if a requester is from Region4 ( as defined in a system) the request should automatically assigned to the xyz group of technicians. How to define the same in system?
Report on Request by Asset Component.
Hi all, I wanted to generate a report on request group by asset component. Can someone help me with the query/link? The report should be displayed as below: Resourcesname, componentname, workorderid, description,firstname,..etc..and group by resourcesname. help me, eBay
Importing Templates from a CSV file in Service desk plus
We are planning to create 60+ template. Is it possible to achieve that?
7.5 Release Date?
What's the planned release date for 7.5?
failed domain scans
When I do a domain scan it detects 200 machines but only scans 40. We have Symantec Endpoint Protection and I think it is causing the problem as it has caused problems before. Is there a workaround for Endpoint? What ports does it scan on so that I can open those ports on Endpoint?
ServiceDesk Plus License file
I installed the ServiceDesk Plus evaluation on Suse Linux and received my license file "servicedeskplus_license.xml". However when I start the services I receive the Error Code : 485 Invalid License File?
SDP 7018 upgrade problem
I upgraded version 7012 to version 7018 and now the server hangs at "Application layer started" but never completes. I deleted the extracted directory under <SD+ Home>/applications directory and started SDP server again, without success. one rollback of the backup remained unsuccessful. Please Help me.
Bug - Table Schema Diagram, ASSETAG should be ASSETTAG
Just a simple one
emails from requesters-how to acknowledge
Maybe this is a feature request but in the table view of requests, when an email comes in the icon shows a red envelope. Is there a way to indicate that this has been read? I find that we are missing emails because we think we have read it when really a second one has come in. Thanks
New User Process
Hi, Just wondering if any one is using SDP for tracking a new\Remove user process. We are looking for a clean way to move away from our paper based process and onto an electronic method. While we have sharepoint server, we are hoping to use SDP. If anyone is using SDP to track user creation process please let me know. Regards John
Request closed but no email sent to requester
I have closed a request and the requester has later called to ask how progress is going with it, and I can see the tech has closed with a close note, but no email received by requester, and no email in correspondance of request ticket? Version 7008 MSSQL, has been fine for 7 months, and no I won't upgrade to new version yet!
Remove 'About', 'Feature' and 'License' from Techs view
Or, much like the "Hide Support Tab from non-admins", make the display of these links configurable in options within ROLES.
Show 'Support' tab only to admins (or with role options)
The 'Support' tab should only be shown to the administrator(s) of the system, not all techs. In large enterprise IT organizations that may have 50 or 100 techs, not ALL of them need to be contacting AdventNet with issues, or creating Support Files, or calling the toll free number with questions, submitting features, etc.
Modified 'Global View' for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Default Sort order option on NOTES (and configurable/override per Tech)
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature. There should be the option to configure the default sorting behavior for all users/techs, but upon logging in, each individual should be able to override and configure their own preferences in sort order displaying.
Customizing Software Categories in Asset Management
There is currently no method to add more software categories in the asset management component of ServiceDesk. This is needed to support the (potential) thousands of applications an enterprise company might support.
UserID column in request views
One of the column options I would like to see in a request views page is UserID (in addition to the full User Name currently available).
Restoring customized notification templates
Inevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Asset History of Changes and Updates
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
HTMLAREA Form field rich text options and Tab Button/options
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Hide Technician Assignment in request history to REQUESTER
It doesn't do any good to strip out the "Technician" field from a request, so that the user can only see what Group has ownership of their ticket, if the TECHNICIAN ASSIGNMENT HISTORY is accessible by the Requester. Should be made more generic from the Requester point of view from: Technician changed from None to John Doe (to) Technician has been assigned/changed
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