Accessing ServiceDesk using MS Access
Hi, I'm using servicedesk ver. 5 (5009) and would like to connect to the database via MS Access to edit / populate some of the tables. I tried MySQL but I think importing large amount data on excel could be easier with MS Access. Does anybody have done this?
Posting Pictures in Solutions
When will we be able to post pictures in the solutions area? Being able to post them to show users examples that go along with steps in a solution would be awesome. But even if you could attach a pic would be a start.
SD not responding over night
Hi Is any one else having the problem, Since upgrading to 5.5 SD works fine during the day apart from noticeable slower. First thing in the morning SD is completely unresponsive the server is showing SD running. I need to shutdown SD and restart it. Then its fine until the following morning. SD has been working fine for months this has only started since the upgrade to 5.5 ???? Any help would be appreciated
Version
Hello - When is the next major release of Service Desk? Am waiting for Problem Management and many other promised features.... thanks Peter
Corporate Logo not display at top of reports
We are running SD+ Build 5501. When displaying/printing a report, it has 'Acme HelpDesk' logo at the top instead of our corporate logo. Our logo shows up on the login page, requester pages - but not on reports. Any help on this would be appreciated! Thanks.
integrate more programs into Servicedesk?
Hi! I have some ideas. I work 100% whit helpdesk support, and sometimes you need to make a remote assitance. You have this extra module in the Desktop Managment, is it possible for you to integrate this module into the servicedesk or like an addon you can buy? And one more thing regarding the Domain scan, this function could be a little bit better, like report information, which computers that couldn't be reach and so on. Anyhow, is their a agent in the roadmap, to install on the computers? To make
Workstation report
Guys, anyone know of a way to produce a workstation report (detailed)? I want to be able to run a report for each workstation which shows all detail for a machine, i.e. harware, software installed, installation history etc. I assume it could be done using queries (in the new version), also i would like to suggest this as a feature for future releases. Thanks in advance
Can not find database
i want to make query in the helpdesk application database but i can not find the database on our server because i don not know the datbase name .
Russian localization
Hello. What about russian localization of ServiceDesk? We are very intrested in your product, but in the absence of russian interface we can not apply it. So, if we can help you in translating ServiceDesk into russian, please write to terfin(at)gmail.com.
resolution field
I am writing a report in crystal, but need to get to the resolution data for each call. Can you please let me know which table and field store this information please. thanks PEter
An update to SD+ Build Version 5500
Here is the latest update to Build Version 5500 : http://manageengine.adventnet.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_5_5_0_SP-14_0.ppm This is a hotfix release and all users since build 5001 can use this hotfix to migrate to the latest version, 5501. I know you will all be interested to find out the list of issues fixed in this hotfix. Here is the list: * Time Spent entries in Reports were not shown since upgrade to 5500. This has now been fixed. * Stack overflow error
Opening the select column box from software list
Since the new hotfix was applied, you can no longer get the Column select box to open under the scanned software list. It works fine in other areas (workstation list, request list etc) but just not the software list!!! This is annoying as I do not have the "select box" against my software titles and I need to move many of these from the unidentified list into the exluded & managed as applicable. I have tried this under both Firefox and IE but neither work.
SD+ and PDAs
Does anybody know how well the SD+ web browser works on a PDA. I want to use our wireless cloud in our organization to be able to wander around with a wifi enabled PDA and enter jobs on the move. wondered if anyone had experience of using the SD+ web interface on a pocket/mobile device?
User Survey Looks Weird
I've created a user survey with four questions and six satisfaction levels for each question. The satisfaction levels are more than the general "very satisfied, quite satisfied" sort of stuff, as I wanted to put more explanation as to what each level actually meant - so for example, the highest one"Very unhappy: staff were rude, the response was slow, the fix took ages to get right and I did not understand the outcome". What's happening is that I'm only getting part of two of the available responses
DCOM/WMI using group policy
Hello, i was searching for documentation on how to setup the proper DCOM and wmi settings (and any other settings, like ports, etc) in GROUP POLICY to allow the network scanning to work properly on my windows network. Any help will be great, Thank you
A check box to elect not to send an email
Ankit, back to a previous thread re not sending an email to the client on closure of the case, can we add to that the feature of being able to open a case without an email being sent. i.e. when a case is created there can be a check box that says "send email" and this can be unchecked if it isn't required. We have a number of people ring with jobs and we put them into SD+ by hand and it isn't always necessary to send them an email, we just want to log it on the system for future reference. Also if
Asset History
Hi Would it be possible to consider a function to record who has been allocated an asset between two dates, this would be very useful. Thanks Chris
5.5.0 Backup Process
Is the backup process different in 5.5.0? It appears to have some different logic and I need to know if it is still required to shut down the service before backing up--or can the backup go while the service is running. I would like to be able to back up the system without having to shut it down--which would allow for multiple snapshot periods during the work day. Thank you, Matt Durham Public Schools
Missing Technician: not available when assigning cases
One of our technicians mysteriously disappeared from the list to assign cases. He is still listed in the technicians area, but is not available when assigning cases. I deleted his account, ran a AD sync, promoted his requestor account...now I can assign new cases to him, but not existing cases. Please help Trevor
backups
Hello - Does anyone know if the backup script in servicedesk can be modified to copy the data to another location? at the moment it goes to the backup folder within the advent directory. thanks peter
Edit Ticket Graphical Error
Greetings, Both our network admin and myself have had the same issue which hinders us from editing a ticket. The screen shot below should be a good example. (shows blue where middle frame shoudl be and puts everything way over to the right, also somtimes deletes right most frame) Is there an upcoming fix for this?
Tech Report Card
New Feature Idea, It would be nice as the department head to go into my tech's tickets and give a "grade" as to how well they did on that issue. We are new to this system but I already have tech's that are being lazy and not sending out communications to our internal customers. Or setting all the issues to onhold. As a work around I am simply sending e-mails to then with the ticket number and what the did right or wrong. It would be nice in the software to keep a running tally or tech score card
Technician Limited Workstation View
Hi My Technicians are unable to see past the first page on the inventory-workstation page - as admin I get the options to move to the next page etc.. but the assigned technicians do not get this option, please could you advise? Many Thanks
Customised reports using Crystal Report
Hi I would like to write some Asset reports using Crystal report, can I set up views in SQL enterprise Manager that links to the Servicedesk tables? Or is there another way? The Crystal installation is not loaded on the PC which runs ServiceDesk Many Thanks
Help required for report
Hi there, I'm looking for help to create a report for a particular time period. I want to create a report to look for requests received within a particular time of the day. I want to see the number of requests received within the peak hours. Regards, Roshan
If multiple open windows are not feasible can we have
Can we have the ability to put a partially written email/notes into a draft folder/status? Sometimes we get another phone call whilst writing up the results of the last one. We either rush the rest of the notes/email or delete it and do it again later. It would be good to park it and come back to it. Thanks
Link requests to assets
Currently, we have the ability to associate requests to a user's workstation and can view the past requests associated with that workstation. The problem with this current system is that if one of the assets that make up the user's workstation is changed, the history stays with the workstation entity rather than the assets at the time of the request. This creates problems for the eventual situation where components of a workstation are swapped out or retired over time. Ultimately, while it is handy
Non-Doman enviroment
Hello, we purchased this tool a few months ago, and are now just starting to make use of it. I was wondering what the best way to have it setup and scan computers on our network is. We are not using a domain enviroment, so everything is via WorkGroup.....I was thinking I would just go and make sure DCOM was setup correctly, then make a administrator account to just do the scanning with....would this work, and would I still want to use it like it was under a domain (seems like people have problems
Report Request
I would like to see a report that shows open/pending tickets by queue. I would like for it to include the title, requesters name, time opened, and priority. Thanks, Kevin Miller
Cannot create reports with 5500 version of Service Desk
We upgraded to the new version of Service Desk and noticed that while there are lots of PRETTY reports available, we cannot generate any reports. We're constantly told there is no data to base a report on. We have LOTS of data. But I think there's a bad DB pointer in there... We need a hotfix on this NOW! I have an appt. with the SD+ folks for a webex session to follow, but I really hope this is fixed quickly! Justin
technician notification not working
I keep experiencing this issue and was hoping this upgrade would resolve but did not. I also discussed with one of your techs and they did not know either. After a request is created and you email the technician assigned to the request the link that appears in the tech's inbox is not valid. Comes up with "The page cannot be displayed". The weird thing is SDP actually displays the link but when you hover your mouse over the link it displays "http:///", you can copy the link and paste in browser and
Problem with Spam Filter
Hi, I was very glad to see that the upgrade to 5005 brought to us the french language support and a spam filter feature. Nevertheless, I'am unable to set a good exclusion filter. As soon as I use more than one name with the "sender is not contain" filter, all incoming mails are droppped. If i use only one, it works. Thanks to help me, even if it is necessary to edit a text or xml conf file. Regards, MM
Open a case without the confirmation email.
Back to a previous thread re not sending an email to the client on closure of the case, can we add to that the feature of being able to open a case without an email being sent. i.e. when a case is created there can be a check box that says "send email" and this can be unchecked if it isn't required. We have a number of people ring with jobs and we put them into SD+ by hand and it isn't always necessary to send them an email, we just want to log it on the system for future reference. Also if we have
What a technician can see
This may have been asked elsewhere or is on page one of the manual, but I couldn't see it. Can we create a technician who can only see the items in one group and nothing else? Or is that in fact the norm and I just haven't limited my account down sufficiently to find out? We MSP for a client who has his own IT bod and we want to let him see what is going through from his people and nobody else, in fact he doesn't have to be a techie account, he just needs viewing rights to just the cases from his
Importing requesters
Hi I want to set up a scheduled task to automatically import requesters. Where is the routine or bat file located so that I can do this or has anyone got any ideas on how I can do this?? Thanks
Search feature Request
To AdventNet, In the search field area there is a Drop Down list option to search for keyword in Requests, Asset, Workstation, Software, etc. etc. QUESTION: Will we be able to have Field Types in the request form as a items in the Drop Down List
Merge emails to open ticket
Is there anything in development that would allow it so if an email came into Service Desk, and there is already a ticket that has been opened, to merge that email that came in to the already open ticket. I find that this would be extremely useful to me. Thanks!
Schedule reports
Hi, Moved up to the latest version of SD+. Was really looking forward to using the Scheduled report option. Whenever i try and set a report up to run it says "The selected date must be greater than the current date. I've checked the regional settings on the server and the PC. both set to GMT. Any ideas?
Announcements
Hi all, Is there any way to post the announcements onto the login page? I'm trying to find a quick way for out users to view the announcements without having to log in. Thanks, Ollie.
download of older version
hi im currently running SD+ 5003 and wanting to go to 5500. But for my own piece of mind id like to have a download of 5003 that i could re-install if the upgrade goes totally wrong. Is there a link anywhere for this???? thanks
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