default view problem - why is it set to Open Tickets?
I have another issue since implementing this SDP product. I was wondering if there is a fix for it - or a way around it. When the technician opens his instance of SDP and selects the Requests Tab, he is present with a list of Open tickets by default. Which to be perfectly honest, is pretty useless to us at my company. We require the Group View to be the default view, so I can actually see tickets of all status, not just that which are open. After all, surely a ticket with a status of Assigned is
Limit on attachments?
Using SD+ 7005 Is there a limit on email attachments to SD? If so, where can I change that?
Problem with login
Dear, SITUATION : We have the following situation : We give training in small groups to our end-users concerning the usage of ServiceDesk 7 (e.g. : How to fill in requests, find solutions�). After these users followed the training we "add" the users from Active Directory to ServiceDesk so only these specific users can log in into SD7 (Active Directory Integration is enabled and pass-through is also enabled). We decided to do this so that only users who followed the training can log in. Users who
Technician with restricted view ?
I would like to be able to enable technicians from a couple of our subsidiary companies to use our SDP server. I want those technicians to only be able to see and deal with calls raised by users from their subsidiary and not see the calls we deal with on behalf of other companies within the group that we directly support. Is this possible in SDP or is the only a see all view for any technicians ?
Customizing Overall Look of ServiceDesk Plus
Hello Is there a way to customise ServiceDesk? Even if it involves code that is fine, but is it possible? Sand shoe
Additional departments appearing
My departments list appears to be gaining a few hundred "Manchester" entries. Deleting these is a little tedious so I need to find out where they're coming from, and what action I need to take to prevent them from appearing. Also, why multiple entries for identical spellings?
Create a custom view of requests for standard user
I would like to create a custom view in which a standard user can see all requests in the system. I have been able to create a new custom view that technicians can see but not that standard users. Thanks for your help in advance, Terry
Scanning Workstations SD7
Hi, I have some problems with the Windows 2000 workstations while I'm scanning them. I already follow your instructions, and nothing, it gives me the error 1.193.619.319.529. Are you going in the future to do a client that we can install in this type of computer? Or at least a script that will send the information to the SD7 server. Thanks.
mulitple email address for mail fetching
Is it possible to configure the incoming mail fetching for more than one email address? My issue is we are starting a project where we expect at least initially a lot of support issues. We created a new email address for this project and autoforwarded the messages to the helpdesk email which creates the ticket just fine. But, we want to have the tickets related to the new email address to be categorized in Service desk automatically for this project category and assigned to a specific technician.
Additional button �Save & Resolve" in the View Requ
Is it possible to provide an additional button �Save and Resolve" in the View Request page. This would be very helpfull. Marc Huybrechts Co�rdinator Infrastructure ICT / HRD & Antwerp World Diamond Centre ------------------------------------------------------------ Tel +32 (0)3 222 06 88 / Fax +32 (0)3 222 06 89 Email : Marc.Huybrechts@awdc.be ------------------------------------------------------------
Survey results
Has anyone gotten the survey results in SD6 to mean anything? What exact query are you using? The canned reports mean nothing as they are just raw numbers.
renew license
Please, I need to know the quote of renew or every year the cost is the same
Automatic merge emails with the same Subject ?
Can the system do a merge automatically on emails with the same Subject lines ? Either via RE: or another method ? I notice you can manually merge emails together, however we get many replies and conversations with the same subject line that could be merged automatically with a reasonable level of accuracy...
item list not visible in P.O. creation
While adding an item during the creation of a P.O. , the item list is not displayed
renew license
I need to know the quote of the renew licence ManageEngine ServiceDesk Plus Enterprise Edition or Is every year the cost the same?
An update to Version 7.0 ( Build Version 7008 )
Hi All, Build Version 7008 has been released. You can download the full version of this build from http://download.adventnet.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus.exe Users using build version 7000 - 7007 can download the Service Pack to migrate to Version 7008. The Service Pack is available @ http://archives.adventnet.com/service-desk/sdp_7008/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_8_0.ppm Features included in this Service Pack : - In Request Resolution image
Redesigned criteria/rules selection
The criteria selection process for things like business rules, the spam filter, etc., is limited, not to mention buggy. What I propose is a new rules module that operates more like the rules in Microsoft Outlook. This would allow for much more advanced filtering capabilities throughout the system.
CSV import auto select fields
It would be nice if the CSV import feature would automatically select field columns if the names match those on the CSV import page. IE: 'First Name' would select the column in the CSV titled 'First Name', 'Phone' -> 'Phone', etc... This would help speed up the import process, since I'm unable to use the AD import feature (we are a sub-set of a larger domain and don't want to import every user).
Version7 is a fresh installation & there is no upgrade p
Hi, This 7.0 version can only be used as a fresh installation and the upgrade pack is not yet ready.So please do not install version 7 over the earlier builds which will over write the data. We will update everyone on the release date of the upgrade packs soon. Thanks for your cooperation. Regards Jack
Copy Business Rule
Business Rules have given flexibility in SDP but currently rules cannot be copied as a template for another rule. It would be useful if rules can be copied, then edit the parameters afterwards to adjust for that particular rule.
SD+ does not load
HI I was trying to install SD+ but unfortunatly it does not start at all, I browsed the forum but could not find anything. I think there is some error in the JVM or smthng. I tried starting the program through GUI as well as command line mode also but the program does not start. Plz suggest what should I do ?? My machine runs windows 2000 advanced server My WRAPPER.Log file is as follows STATUS | wrapper | 2005/02/05 14:29:09 | ManageEngine ServiceDesk 4 installed. STATUS | wrapper | 2005/02/05 14:44:43
Older versions of Servicedesk
Is there any way I can download servicedesk plus version 6? I need to migrate our knowledge base to a new server, and the upgrade isn't available in order to migrate it to version 7. So I was thinking I could install version 6 and upgrade when it becomes available. The original server has version 6 on it.
Error configuring mail server in SD7
Hello, I would appreciate some help please. I have configured a completely new email account for Servicedesk 7 and checked that it works using outlook. (We are using Exchange 2003). On inputting the mail server settings in servicedesk I receive the following error message: "FAILURE: Email settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox" Thanks in advance
Real-time Global View
The Global view in the administrator's home page does not refresh and provide a real time view. It woul be better if this updates at least every minute to have a better dashboard for the administrator
updates
We have recently purchsed Manage Engine. It was configured for us by a contractor not ourselves therefore we have some questions. How often do updates happen and what action do we need to take to get the updates?
Auto close ticket sent via email
We want to use the email feature to send replies to and from the end users concerning open requests but dont want to create tickets from email. Is there a way to send an email with a link to the new request web page if a user sends email to the help desk? Currently we mark the incoming ticket closed. Just to clarify, when a user reply to an open ticket it gets added to their ticket but if a user sends a new email the help desk will reply something like: "Please log into http://helpdesk:8080 to open
Send notification do not pickuyp job details
Hi, When I try to do the "send notification" ( under action) in request, problems, changes , the does not pickup the request, problems, changes IDs and put it in the Subject as oppose to the auto-notification emails generated through the templates. Is there a way to enable this similar to customising the email templates under Notification rules. Appreciate any comment on this. Rizzie
URL Problem
Right now everything is running fine, but to access the helpdesk we would go to: http://myServer:8080 I would like to be able to access it by going to: http://myServer/support Is this possible? Thanks Oriol.
How many items in inventory allowed besided IT ones??
We are looking into several helpdesk solutions. One of the items is that we want to inventory and track history on items other than just the computers/printers/routers/switches and the like. I know there are limits to how many items with out buying additional licenses for the IT equipment... So the main question is is there a regular inventory section to add things like say a desk or chair that doesn't eat up counts for the IT equipment. Thanks for any input.
How does SDP SLA works
hi, How does the SLA in SDP works? I created a rules in SLA and enable escalate level 1 - 4 then test create a request ticket and wait for for a time to escalate but it seem's that there is no pending request in my account but i see it in over due. How does it works? does it notify technician thru email? Thanks
Adding Request Type in new request
Is it possible to include the request type as an input field when adding a new request? I would like to differentiate between incident-requests, support requests, new user requests etc. thanks!
Update to Version 7.0 ( Build Version 7005)
Version 7005 has been released: New feature: 1. Request Type values can be configured using the configuration wizard Bug fixes: 1. When importing users from Active Directory the display name was getting replaced by login name 2. Unable to view the additional columns (mobile) for existing fields in Requesters and Technicians list view 3. Junk characters appear when more that 1 space is present between words in request description 4. Junk characters coming up in notes when a '\n' character is present.
Converting to MSSQL database
Our servicedesk plus was originally set up using the default MySql database. I have been asked to move this to an MSSQL database. Has anyone had any experience with this and can you recommend the best strategy to use?
File attachments problem
Hi, I have a problem with some tickets that have files attached. When I click to open the attachment I get a "The File was not found!" error. Also when opening the ticket I cant see any requester conversations for that particular ticket. No even the one generated by the system. I am using SDP 6012 on a MSSQL databese. Best regards,
Automatic mail according to the file's state
I would like to send automatic mail according to the file's state. example : When the file is in "on hold" state, i want to send an automatic mail to a technician Is it possible? I know an automatic mail can be sent on the "resolved" state, but is it possible with another state? regards
IE7/Java configuration issues...
We have finally gone live with SDP 7005(1400 imported users 2000 workstations(all assigned to departments)) and have run into an issue. When the analyst is keying in a New Request and gets to the Name* field. If the analyst uses the 'in field' search function by typing a few letters of the name(for this example James) then uses the cursor keys to find the appropriate name, then clicks Enter...no problem. But if they use their mouse to click on the selected name or leave the field partially entered
Business rule created but its not activated/ not working
I have created a business rule for the incoming emails alert messages to be assigned directly into this service desk version 6.0 that we are using but it does not happen. Any remedies.. Regards, DJ
Office 2007 not recognized
Is there any reason why Office 2007 instalation is not recognized in same way as Office 2003?
Cannot open attachment as an Approval
Hello, I sent a Request to my boss: he has the role: Approval. But the things he need to approve are in an attachment in the Request. Why isn't it possible that he can open that Attachment? We're running SDP 6011 greetings, Ferry
Not able to scan when using in VLAN and DNS environment
We were previously used flat network for our organisation so we are able to scan all the assets in the corporate now we are using VLAN and DNS environment now we are not able to scan the assets in the network is there any tuning required in the software , so as to work in same environment.
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