Wanting to create report showing all closed calls for agents monthly...
I want to create a report for all calls closed for all agents, any ideas?
Remote Control Viewer
Is there a way to manually install the remote control viewer on a technician's pc? The viewer is not being pushed out to our techinicains while trying to connect.
Resolution & Technical resolution
We are having an issue where our technicians are entering a technical fix in the resolution field But the user is able to see the technical fix details and are attempting to action these fixes themselves Obviously there are some fixes that we would like to the requesters to attempt and some resolutions we would like to keep private and for the technician only Is it possible to incorporate a technical resolution field in addition to the resolution field that the requester cannot view ?
Colour indicate Technicians
It would be good be good if you could colour code individual technicians, so they stand out more.. we recently got rid of our job allocating paper card system and replaced it with a screen showing the Service desk request page. Just need technicians to stand out individually... Can you also colour code unallocated requests? So unallocated request are red until they get assigned?
custom query report help
dear support team i need a MONTHLY report that shows our engineers performance based on their group, we are using SDP 7604 with MySql. The report columns are : 1. Name : a engineer of a particular group.(let's say "Network" group here) 2. Requests Assigned: number of requests assigned to him (not the group) 3. Requests Closed: number of closed requests 4. Total Time Spend: total time spend of all his closed requests (HH:MM) 5. Avg Resolution Time：his average resolution time (HH:MM) and the report
No response from renewal department
I have tried multiple times to get a renewal quote from ManageEngine/Adventnet with no success. Has anyone else been having issues with their departments being non-responsive as of late? Jonathan
freeze all SLA's
I would like to see an additional feature added to SD that allows all SLA's to be put on hold at the same time in the event of a catastrophic incident occurring - furthermore, all requesters should be notified when this happens by a global message and then again when normal SLA's are resumed. Currently you can only put requests on hold on an individual basis.
catagories, groups and levels
We have been using servicedesk for a few months and wanted to open up a discussion on how people are identifying groups, catagories, and levels. Quite frankly our model is inefficient and I would love to see how other people are organizing groups (e.g. network, security, server), Catagories (e.g. virus, desktop hardware, software problems), and levels(e.g. request for info, service request, minor/major incident). BTW, those are some of my examples. Also, I wish the demo site had more content that
Change Column Widths for Reports
Hello, Is it possible to change the width of columns in any of the ''Report' views? Thanks, Dan
Notify Technicians when a request comes in that is urgent only
Hi, Can I set it up so that if a high priority or emergency priority issue comes in then it will notify some technicians? I already have it so that when all issues come in it notifys me but can the above be done as well? Thanks Martin
Creating A Custom View for Requests.
I'd like to be able to create a custom view that will show closed calls that are unassigned, unfortunately under advanced filtering "assigned to" doesn't appear as a criteria. Can ayone advise as to how to make this criteria an option. Thanks in advance.
Requester to close own incident/service request via self service portal
Hello, I would like to suggest an enhancement that would enable the requester/user to be able to close their own incident or service request via the self service portal. I understand they can close it once a technician has resolved it. But we would like the functionality for the user to close it prior to a technician resolving it. Thanks Joel
Attachments via API
Anyone have any idea how to attach files to a newly created request via API or programatically?
New Features
I completed evaluating ServiceDesk Plus and am now using a licensed version for my organization's Help Desk solution. Some additional features I would like to see is: 1) Jump to option for ManageEngine Eventlog Analyzer 2) Group calendar accessible by all technicians for scheduling maintenance, meetings, trouble ticket resolution, etc. Along with the calendar feature, I would like it to send ticklers to the technicians reminding them of their scheduled events. 3) Enable editing of requestors' logon
problems with API - Add Request - reqTemplate
Hello We are using the API in order let users create requests via intranet. Everything works fine and we really appreciate this API. Unfortunately, we cannot use the reqTemplate feature which is described in the API documentation: When creating a request with the 'reqTemplate'-field filled in, a new request with the 'default template' is created. While testing, we tried with the template name and with the template db-ID. We do not get any error message and the request is always created with the 'default
SERVICE DESK WON'T START!!!
Hello, Here I go... I was on ServiceDesk Plus Build 7018. I have quiet a bit of data & I have backups. So I started upgrading according to Migration Sequence chart I moved to build 7022 - GOOD I moved to build 7500 - GOOD When I tried to move to 7514 (using UpdateManager.bat), it goes to 98% then gets installation error. Now, when I tried to start the Server, it's stuck in endless loop of "Initializing Server"... So I tried to uninstall the last build, but tells me this version does not
Preventive Maintenance
Would it be possible to have the option to have First [day] of Month and Last [day] of Month as options for configuring Preventive Maintenance? For example, we change our Monthly Backup Tapes on the last Friday of every month however to set up a regular Preventive Maintenance isn't possible since this date changes month to month. Thank you.
Create hyperlink in request template
I want to create a hyperlink in a request template. When I try to use the weblink tool, nothing happens. The link looks like a link but you can't click on it. How do I get this to work? Ubob12
Removing Asset Relationships
I am currently using the Free version of Servicedesk Plus. I am testing the asset relationship functions, and can't seem to find a way to remove relationships once I add them, primarily connected to and business relationships. I go into the add relationship function from within an asset, and remove the asset that it is linked to from the list instead of adding one, and then hit save, but it requires me to associate an asset to save, closing just resets it to normal. Same with Business relationship,
Selecting Site changes group options
When editing a request ticket, if I change the site to one particular site, I have no available groups to select from. Obviously, I've setup something incorrectly. But this is happening with only one site out of 50. And for the life of me, I can't see anything unique about the site. Any ideas?
Details in Notifications
I have notifications setup to send me a notification when a user replies to a ticket. That works but I can't figure out how to get it to send me the details of the notification itself. Rather all I get is, "someone replied to your ticket". What I want to get is "someone replied to your ticket and here is what they said." I'm sure this is a setting but can someone help me find it?
Want to be notified when giving req to another user, or just subscribe to req!
Hi When a user makes a request, it will often first be assigned to first level, and then go on to 2nd level. However, when it is assigned to 2nd level, 1st level will no longer be notified when something happens with the request. Is it possible somehow for the 1st level technician to mark a request and subscribe to it, or is there any way the technican can keep on getting updates about the request ?
network scan problem with chip pc.
Hi. We have a lot of chip pc our network. when I scan network it is not find chip pc. Asset failed "Connection to RPC server in the workstation failed." Snmp port is open and there is no firewall on chip pc. How can I scan this?
Request Notification Email - Description Field Error
A technician reported that the notification regarding a new request seemed to have errors. This error is listed when you hover over the job in the Service Desk where the description contains error information. If you click and open the request, it seems fine and the description is listed correctly. Not too sure but any assistance would be greatly appriciated. Request details are : Requested by : ###################### ;Created by : ###################### Due by date : 14/06/2010 16:41 Category
Changing the PO number
Hi all, Are we able to change the PO number. i.e. Can we put say IT in front of the number? Thanks Martin
Error Code - 1,276,698,186,902
hi, im trying to change the sender's name in the mail server settings (outgoing) but im getting the error below: Failure: Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,276,698,186,902 How can i fix this? would appreciate any help here.
Access denied or remote DCOM option disabled error.
Hello- We are having some trouble with the "FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. " error when scanning all workstations. We recently had our one employee who ran ServiceDesk leave the company, so both of the current profiles attempting to do the scans have not done them before. I think it is unlikely to be the DCOM settings because it suddenly stopped working on all workstations, however, when we run net use <RemoteComputerName>C$
Technician to Requester
HI All, I have 2 questions , 1. How can we change technician back as requester, for some reason we want to remove some technicians but we want to keep them as requester, (Initially they were requester only) 2. Is there any way to change this term "Technician" throughout the ServiceDesk system. Best Regards, Faisal
Windows 7 ServiceDesk connectivity issue
I am having trouble using the ServiceDesk Plus and Win7 desktop machines. When trying to open the website to post a helpdesk request, I dont get anything. I have tried by IP and name. every single Win 7 computer is having this issue. All of the Win XP machines still work fine so it has to be a security setting that is enabled by default. I have even installed firefox and tried to no avail. I have turned the firewall off and even allowed the "port" in question access to inbound/outbound. Is there
Closing or Deleting Requests via OpManager Clear Alarm?
Hi, I've been testing the OpManager and ServiceDesk Plus products at the organisation I work for. We are possibly looking at purchasing/implementing the products internally and for external clients. I've set up notification profiles in OpManager to send events to ServiceDesk Plus. My question is whether ServiceDesk Plus can associate Attention/Trouble/Critical Alarms with Clear Alarms. That way for example, if a server was down, a Trouble Ticket would be automatically created in the ServiceDesk.
reopen or attach a file to PO after closing
I would like to know first, is it possible to reopen a PO? What if it was accidently marked as every item was received (which closes the PO) and then we discover one item was missing from the shipment? Second, I would like to know if I can attach a document/file to a PO after it has been closed? Like say a packing slip from the delivery.
Need new columns in Purchase Order Table
Hi, I would like to know how do I add new columns in the Purchase Module next to the "Items" in the tabular section (not in the General Section) eg.. Sno Items Item Description Part No UoM Qty Price I believe we can edit/change the related database/tables & add the the above two fields/columns. Its like a show stopper for our purchase dept. Appreciate some solution or alternate for this issue 'asap'. Regards, Subhani
With the Survey Link... Is it possible to....
Hi Guys, Just a quick one today. Is it possible to put $SurveLink in the Close Request Email? It's not good how the user gets an email when they close the call and then gets an additional email saying "Click Here for Survey" etc Can we embed the SurveyLink into the closure email? Thanks! :P
Pending Approval to set status "On hold" automatically
Hi, is there any way to set the system so a pending approval sets the status"on hold" automatically and a given approval reopens the request? Thank you for your feedback in advance, Anne
headers within request templates
I would like to see an additional feature added to SD that allows headers to be created within the request templates and also allow grouping of new fields - similliar to the box around the "Requester Template".
Help for requesters
Hi I'd like to be able to add help into the request templates for the requesters... a simple ? button next to fields that when clicked opens up some text set up by the sytem admin. Would be useful for things like priority and request type as these are concepts not all people instantly understand. Cheers Steph..
Business Rule Fetching Details
I recently modifed by business rules to state if request type = none to assign the request to a group. I've found after doing this that I cannot access my business rules anymore. If I delete them and recreate them without the request type=none, it works ok. I need to include the request type=none because the rule isn't executing properly because the request type is not mandatory on our request templates. The error I'm getting when I attempt to access by business rule is: FAILURE :Error while
paste screenshots directly in to description filed
I would like to see an additional feature added to SD that allows users to paste screenshots directly into the description field of the request similar to what is already available when submitted via email. Currently, when submitting via the web portal requesters have to attach this as file which is time consuming and not very user friendly.
schedule reports problem...
Hi, I have a problem in schedule reports. I had a technician. I made some reports whit this technician and scheduled this reports. Only this technician saw this reports. After that I deleted this technician and all reports deleted too. I made all this reports again whit another technician and schedule this reports again and see old schedule reports are not delete and system send two same mail about this report. I want to delete old reports. How can I do this?
Statistics Daily Report
Hi, I started developing a new report in the following format: Total Requests Received || Requests Resolved at HelpDesk || Requests Resolved at 2nd Level & above || Total Requests Resolved || Total Open Requests || MTD Calls Received || MTD Requests Closed Kindly, I need your help with above report ... Thanking you...
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