Rights and Permissions to assign blocks of Requests
I am trying to create a role for tech leads which gives them the ability to assign blocks of requests to a technician. Nothing that I do seems to give them this ability and the user manual does not indicate what settings are required. I am hoping that it is something that I am missing and not a situation where I have to grant admin rights to a lead. They are not supervisors but they have the responsibility to load balance the workload so that requests are properly worked. There are no additional
Business rule that change status
Hi, I�m looking for a way to use a business rule that changes status on the case from open to in progress when the case is assigned to a technician. Is this possible? I haven�t found a way yet, but maybe I�m blind or stupid???? Regards Stefan
Another Useful Feature Addition
It would be useful to be able to re-categorize a group of devices by IP subnet as many of our subnets are specialized device connectivity like power supplies or environmental systems monitors etc. Since we find those devices by doing a search on the subnet itself, if there was an option on that "search results" page to select and re-categorize the devices listed it would save us many hours of time.
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
Tired of spam
Is this gonna end someday??
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
About product account import CSV files
Hi SC After I've created an account, I built a CSV file with all products assigned to this account. Once I import it, no produt are assigned to my account. If I use the same CSV file without create previously the account, the it works fine. Is it possible to add more products using CSV file once the account exist ? Regards.
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
no availably data for windows 2003 server
I am using opManager 6 on windows 2003 ,it can get CPU performace data for local host, but always shows no data for other remote windows 2003 servers,why? thanks
freebsd Memory Utilization--fetch vaule is alway 0
I download trail applications manager 8.0,hope monitor freebsd 4.9,all is good,but only Memory Utilization,it alway show is 0,can't show data. i view the file HostResource.xml,find follwed: <POLL ID="FreeBSD" protocolClass="com.adventnet.appmanager.util.CLIPerformDataCollectionIfcImpl" maxSessions="10"> <CATEGORY ID="Memory Utilization" command="export UNIX95;top -d 1 -n 2" parseAll="false" description="Percentage of Cache Memory, Buffer Memory and Total Memory."> <ENTITY ID="Memory" applyThresholdOver="100
API Please!
Hi I have been evaluating Support Center Plus and I have to say, I love it and will be buying it shortly That being said, I just wish I could customise it a little more. 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.
Error parsing mib
Hi, I have a couple of mibs I uploaded to the application manager. When I try to use them I get "Error parsing" message. I compiled the MIBs with MG-Soft with no problem. What can I do to fix this? Adi. Adi Simon
Service pack available for NFA Professional Editon 7
Hi, We are happy to release NetFlow Analyzer Professional 7 (build 7002) and also the service pack to migrate to 7002. The 7002 build is available at http://manageengine.adventnet.com/products/netflow/download.html The service pack is available at http://manageengine.adventnet.com/products/netflow/service-packs.html 7002 includes the following bug fixes over 7001 1 Issue related with "seeing data point only for the last ten minutes in the graphs" has been fixed. 2 Inablility to start as a service
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
Mail SMS and Real SMS Alerts in NFA
Hello, It will be great if NFA had support to send SMS alerts (by mail with correct format or by gateway or cellphone plugged in server). Thanks in advance!
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.
Date and Time of Link Downtime in Alert
Hello, We have a request from brazilians users to be available in NFA Link Down Alert sent by E-mail informations about Date and Time of Link Downtime. So, by this way the users could to know when the link was down. Thanks in advance!
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?
Possible Security Issue
We are getting ready to release our AD SelfService Plus site out to our users. In accordance with our company policy they were conducting a security audit of the site and found a few things they wanted to have answers to. Please review below the concerns of our security officer and let me know what we can do to resolve his concerns. Hey John, did a little playing around with the xxx.xxx.xxx site last night and found a few things that may be of a concern. I was able to access the directories below
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
Mailbox Management
The ability to define where user account mailboxes are created (ie. what mailstore)based upon their OU. Darryl Kegg
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.
Optimal placement on Internet facing router
I am trying to use the NFA to monitor inbound/outbound traffic on our internet facing router. The only way I have got this to work is to put the client running the analyzer on the internet side of the router and send flows to this. I havent figured out how to punch a hole in my PIX to send the flows from outside to inside. Curious what others are doing in this same situation.
$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
Unable to view certain features for WebSphere Application se
I am not able to view certain parameters for like EJB and JDBC related parameters it says Root Cause Analysis for Health is unknown. The dependencies are not configured for this resource or the dependency rule may not have matched. Aishwariya Pushpangadan
Microsoft SQL Server monitor not showing standby databases
As part of a data warehouse environment with have a number of databases in MS SQL 2000 that remain in a STANDBY/READONLY state. Apps Manager seems to show a number of these as being in an OFFLINE state and therefore in error. Also under the list of the database details list in the SQL monitor all but one of these STANDBY database are not shown, although they are amongst the ones being reported as OFFLINE (see above). Any help would be very much appreciated. Jono.
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
Bulk e-mail or distribution lists based on account inf?
Hi I am currently evaluating SC and have a question concerning the possibility to send e-mail to multiple contacts in different accounts based on a standard or custom account field. We provide software as a service to our customers. At times we have incidents affecting many or all customers as well as planned maintenance which affects all or some customers in one geographical location. We could also have issues with a specific product and need to send an e-mail to all customers associated with that
Need to create URL monitoring
I want to create a URL monitoring so send me a deatails janaka
For input string: "3000 "
am getting this error after i upgrade the license and users now cannot login,, here is the error: For input string: "3000 "
XML import and export
Im looking for to integrate supportcenter+ with other backoffice applications.Is there a way to use XML to create a request. (a watched folder where output from ex. ordering system could create a request in SC+ for installation) and when the job is closed, sc+ export info about the request in an xml file to the next system in the chain.
Next Page