can we generate the reports via Notification History ?
Hi, Please consider this screenshot document. I just want a simple report which shows �Request id�; �Request Title� ; Request Date/time�; "Request Mode"; �Request Status change Date/Time�; �Request Completed Date/Time�; �Request Status� and �Technician Name� . And this report is filter by �Technician Name� Please send me a query for generating this kind of report. Regards, Trisha
Are multiple Reply-To addresses supported?
Hello, Here's a scenario. I have 2 email addresses. support@respece.com and help@respece.com. The Support address is a mailbox, and the Help address is a simple forward to Support. Within SD, I have the option to assign requests to a specific technician or group based on what appears in the TO field. So far, everything is perfect. The issue I'm having is when the system or technician replies to the original requestor, I am only able to have 1 Reply-To address in the Outgoing Mail Server Settings.
Admin on OU, not on entire Domain
I have admin on an OU of the overall domain, and I need to point ADManager to that OU...can you help me do this?
Disable change password in SDP 5502
Hi, Is it possible to disable the "personalize - change password" in SDP 5502? We want users to use the same AD account within our network. Thanks,
reports - additional fields
Can we filter/display request reports with the fields Group and the request description? We assign tickets to groups. I want to build a report so that our tech manager can print out all the tickets (with locations and request description) then give each tech a pile of paper tickets which he can take out in the field. In a lot of cases, the tech doesn't have easy access to the SD server to check in with the web interface.
Global View for Technicians with Admin Roles
I currently have a Technician with Admin role setup on our system that cannot view all of the technicians on his team which are located within different groups on SD+ but do not have the "Admin" role. Is there a way for him to view them because currently he can only view other Technicians with Admin roles as well?
Additional Purchasing fields
Is there anywhere to store the following information relating to each purchased item: Authorised By; Justification comment; Ref No; Category; Date Approved; Recharge Code. Can these be added (the system customised) by me?
Memory usage increasing too much
Hi. A technician in our company is experiencing a strange fact: with servicedesk 5.5 Bulit 5501, he leaves open the "pending requests" page all day with a refresh of 1 minute. The process "iexplore" grows of 3/4 megs every refresh and, due to that, after many refreshes, it causes a request of windows to increase the paging size. I made some trials myself, and, refreshing several times that page, it causes a grown of my iexplore.exe process size - too much for my knowledge... Someone who could provide
Feature Requests
I have just a few simple feature requests that I would like to see in future releases of SDP to make life easier for my staff: 1. Spell-checking on message input windows within SDP 2. Scheduled Active Directory Requester Import and Computer Inventory functions These are two of the most common complaints I receive from my staff on a regular basis--and have to manually take care of. Thanks, Matt
"Oprational Hour" not working
Hi, I set the "Operational Hour" as 5 days week and 09:00 to 18:00 hrs. Previously it was working fine but after updatation by following describe query, �Operational Hour� option is not working:- I executed the following statement in mysql prompt: update reportcolumndetails set DISPLAY_STATUS=1 where COLUMN_NAME='RESPONDEDTIME' and COLUMN_ID=5; Previously "Operational Hours" option was working perfectly if any e-mail comes from the requester on Sunday then call log into the software on Monday. But
Migrate SD from MySql to SQLServer
I've seen a previous reference to this being available in 2nd or 3rd qtr of 2006. What are the current plans to migrate Service Desk to SQLServer?
Not able to see the forward request/massage(with screenshot)
Hi, There are two option on the request web page i.e. "reply" and "forward" but if i forward the request to some one else then later on i am not able to see that forwarded message in the option of "conversation" or in �history� or any other place on that web page like in the case of "reply" option we can see all the details� such as when and what message is sent to the requester. What I have to do to see the details of forwarded message ??? Regards, Trisha
Non-HTML Email Option
We are in desperate need of a non-html email option. We use GroupWise 5.5 for our entire company which does not display your HTML emails. All we are able to get is the mime and part attachments with no why to see them properly. We had not issues with this under 4112.
Multiple Domain Inventory Scan
We have multiple domains which have two way trusts that we scan. If we scan a domain that the SD is not a member of, the domain scan fails. If you scan an individual machine using the FQDN such as machine.remotedomain.com it works...but if you use machine name only but set the domain name to remotedomain in the Domain Name field and set the scan type to Domain - it fails. So when you do a "NEW SCAN", if it looks like this: Workstation Name / IP = machinename.remotedomain.com Scan Type = Domain Domain
Why One workstation name exist for many times in the SDP?
Why One workstation name exist for many times in the SDP? for example: workstation name:SHIS-YONIKOCH1D,ID in SD+:2170 SHIS-YONIKOCH1D,ID in SD+:2271 Two workstations in SD+ have all same information(Include IP),actually there is only one PC named SHIS-YONIKOCH1D in our company! I want to know which are SD+ Identifi the workstation?I think it must not be only machine name or machine name+IP! Thanks a lot! Ryan
File Attachment
Hi Is there a file size limit on attachments in solutions?? Cheers Andrew G
Feature Request - Resolution
Is it possible to add into the Resolutions a second Field for searchable informations which are not viewable for the Requester (this information should also not included in the Mails to the Requester). Background: Many times we have several technical informations regarding to the current issue which we want to store in the Workorder. But this are informations which are not important for the requester. thanks Florian
AD Login
Noticed this today while doing some maintenance on a domain controller... We've got SDP 5.5 setup to use active directory authentication, which normally works fine. However when I took a DC down temporarily, SDP will not authenticate AD users. My DCs are properly setup to be redundant, and all my other AD aware applications work fine, including network logins, Exchange, etc. Thoughts? Endaar
Adding New Users
Is there any way to manually add new users to the help desk from AD without overwriting everything, The problem we have is we have recently had several new teachers that need access to the helpdesk i would like them to use domain authentication instead of local and log on using there Domian name + Password. I have manually updated all the email addresses, phone numbers, department etc for the requesters on service desk, However the user details in the AD do not include these details. How can i add
Request id gets garbled
Can somebody tell me how to avvoid having the 'number' sign garbled? Sometimes I want to append information to an existing request via email. To do this I include the request id in the email subjet field. Still, sometimes the 'number' sign ("#" is somehow "translated" into something else. Example: "Request id ##4698##" turns into "Request id =23=234698=23=23?=" Strange thing is that this does not always happen. This problem results in new requestes being generated instead of having the email appended
mergeing request's
hi all, i know there is an issue with merging reests and converstaions, but also i have found that you cant merge if any of the calls are on status other than open, also if i have an attachment on one of the requests it dosent merge it into the call, so i have to re add it, so can you please provide a fix for this issue, would it be possible for the merge request function work with any status and bring in the attachments as well adn the conversations too, many thanks
Invoicing in PurchaseOrders
Hi, I wondered if anybody had a solution to an issue we have been trying to address regarding PurchaseOrders. When you place a purchase order it goes for approval, and once approved awaits delivery. With 90% of orders we recieve the stock next day and then can mark the items as received/delivered. At this stage within SD this closes the order completely. In our business we will not close an order until we have recieved the invoice and made payment. Is it possible to have an extra stage where once
Custom Reports listing workstation twice
Hi When running custom reports any workstation having mutliple IP addresses (either via multiple cards or VPN connections) is listed once for each IP address. Is there any way to prevent this behaviour? Regards Paul
Refresh Rate causes page error?
Some of my Techs have run into this problem. It seems to happen on a loower page refresh rate. This last error occured with a 5 minute refresh rate. Is this a problem with SD+ or is there a way to fix this? Error message below: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException
Start Date Auto Fill in today's date
Is there any way to have the Start Date auto fill in today's date and allow me to change it if I wish?
change the default status for new requests
Is there a way to change the default status for new requests. I see the option for changing the default Category, Level, Mode, and Priority - everything but Status. I'd like new requests to be a status of 'new' until one of the technicians actually sees the requests and acknowledges it by changing its status to 'open.' Thanks for your help.
Categories - moving and deleting
As we have used SD+ more and more, some of the initial categories are in the "wrong place". So "SBS2003" now needs to be a sub category of "Servers OS" rather than be a root category. Likewise "printers" is now a sub category of "Hardware". I have created the exact same wording as the original top level category, if I now delete the top level category, what will happen to those entries that are tagged with the original format? Will they lose the association, or is it only a text entry? Thanks.
Problems with built-in reports
There are default reports built into Servicedesk Plus, one of which is the "Requests by Category" report. Now this report is supposed to list all of the categories that we have created as well as the number of requests per category. It does not do this at all. Sometimes it will show 2 categories and one request per each, or it will just show one category and one request for that category. All of these are shown in pie chart format, so you can imagine just looking at two pieces of the pie or just
Address issue - Admin|Organization Details
Hi, I am a licensed user using - Version 5.5.0 Build 5501 Under - Admin|Organization Details there are 3 address lines. The first one is only accepts 10 characters so I don't use it. I enter my address text in the 2nd line but whenever the address prints (ie. PO) it shows a leading comma "," For example: , 200 Main Street If I put the 200 in the first short Address line I get (as you would expect) 200, Main Street Am I using this incorrectly? Thanks
Can we configure ServiceDesk Plus to Single Sign-on with AD
My environment has Active Directory so I want employee to login to our network once and don't need to login again when start using ServiceDesk Plus to post their request. Can we do that? I use ServiceDesk Plus version 5.5.0
Logo Customization
Hi, I am a licensed user using - Version 5.5.0 Build 5501 I was able to replace the two logos under Admin|Settings but I still get the "Manage Engine ServiceDesk Plus" logo when I go to the "direct knowledgpage: http://servernme:8080/sd/SolutionsHome.sd Shouldn't this page be picking up the 166x46 logo that I specified in the settings? Thanks
Feature Request: Solutions, Display attached images
Feature Request: Have an option to display attached images in a Solution in the Self Service Solutions Area. Also Comments would make it even more useful. This would help us out a lot giving a few screenshots with a comment of Figure 1, Figure 2 etc... as our end users can never be bothered to click on the attachments to get the screenshots themselves.
scanned workstation: location of scanning credentials
Hi Once a workstation has been scanned, where are the scanning details recorded? Is there a reference to the Domain/Network to be used and does it related to the Domain/Network entries shown when editing the workstation? The reason for asking is because I attempted a network scan of a workstation (which failed due to incorrect password), amended the network login details via admin, selected the workstation and chose "Scan Now" and it stalled failed. I deleted the workstation entry, chose "New Scan"
Internationalization
Greetings When Polish version will be available to download ? Before I`ve bought your software you promised that it will be Q2... Regards Bart
Inventory Workstation
Hi! What port/ports need to be opened in the firewall for the inventory to work? /Thomas
Query syntax repository
The query function is a great addition to this tool. Can a repository be created on the Support Page that all can view other solutions/queries. Generally speaking, the requests are onces that many folks could make use of?
Change of date & time manually
Can we change the date & time of a specific call manually in service desk plus 5.5 suppose if i have log a call & i have to give it a specific deadline is it possible. Thanks & Regard's SAM
Workflow support
Are there any plans to integrate a workflow-support in SD+ especially for approval-processes ? For example: In our Company each Software Installation Request must be approved by the Director IT. thanks Florian
Difference-> Allocate to User/Workstation (With Screensho
Under Inventory tab what is the difference between :- Asset Allocation Allocate To User Owner Name __________ AND Asset Allocation Allocate To Workstation Owner Name __________ __ Trisha Singh
ServiceDesk Plus 5 not able to show graph for sub-category
This latest version 5.0.0 enable me to create a sub-cateogries under a maintain category. eg: Main Category: Service Request ASub Cat#1 (under the service request main category): PC ASub Cat#2 (under the service request main category): Laptop Main Category: Issue Request BSub Cat#1 (under the service request main category): Router BSub Cat#2 (under the service request main category): Switches I have logged my service request under PC and Laptop. However, this latest version is not able to display
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