AutoPopulate Workstation field during self request
I can't see if this has been asked before, but is there a way that you can have the workstation name be pulled from the computer variable when someone is putting in a request? IE, if a user goes to the self service portion and starts to enter a request, rather than pulling down all the workstations in the company, it keys off of %computername% or something and auto-populates that into the workstation field? That would be really cool if it is even possible.
workstation contract tracking & budget
Is there currently a feature or trick to track workstation as an asset so that we can track all the contract expiration dates and costs to it as well. Most IT departments purchase desktop/workstations and often times purchase maintenance contracts with each system new. We would like to be able report all workstations going out of maintenance and plan for a refresh. Also if there will be an option track maintenance cost for contracts by a specific time period (for example yearly, quarterly, monthly)?
Software deleted from workstation in Service Desk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Software deleted from Workstation in ServiceDesk
Hi, On our network we found a computer with software installed that was against our policy. We asked the user to uninstall it. When we did a rescan of the computer, the entire software list for that workstation was deleted from Service Desk. We scanned the workstation several times, and it still says the workstation has no software on it. Does anyone know what's going on? Thanks.
Notification e-mails
Hi, In version 7 Beta when you create incidents and services you can let send notification to the requester. These rules are not adjustable, is it somehow possible in future that we self can do adjustments? Here example what our company is doing; Request of service � Requester creates Service requests � Manager department gets mail to approve this request. � When requests is approved the department who can do this request takes it up. � If Manager not approves the request the requester gets mail
Purchasing additional nodes and explanation of a node
Have just installed the trial version and have run into the 200 node limit but have over 600 assets imported
Deparment as Required field
Hi, How do I configure SDP so that a "Deparment" is a required field when creating a request? Thanks
SMS
Support: Is the way SMS sent in ServiceDesk Plus different from the way SMS is sent by OpManager? I noticed that you don't have in the admin tab a way to configure the SMS server. Does this mean you don't need a GSM Modem? Mon Aguilar
error when configuring mail server: incoming email
Hi folks, I'm setting up a relatively new installation of ServiceDesk+ 6, build 6011 (already had data in the system or I would have went with version 7). Anyhow I'm trying to setup the mail server settings for incoming mail. outgoing mail works fine. Our email server is Exchange 2003, I setup the incoming settings for imap, with an account created just for service desk, and previously initialized via an outlook session (so I know the credentials are valid and the email works outside the system).
Accidentally deleted Robo technician
Hi, I accidentally deleted the Robo Technician account . How do I restore it? Kaare
Merging reports
Hello, I was just wonderign if it possible to merge two reports into one large report?
SDP 7.0 Enterprise - Bug, cosmetic only
Just been in the Asset Groups section, when adding a group some of the titles have white text on a white background, they're there but you can only see them by highlighting them Windows Vista Firefox 2.0.0.2
Bug in all versions of SDP
There is a serious bug in all versions of SDP that put on risk the Solutions Module. For example: If you add a topic of solution in root topic and inserts @#$% you will deface the solutions module. All versions of SDP is affected by this security hole. Thanks for your attention and Regards. Ren�
ServiceDesk crashes everyday at the same time.
Hi, I'm having a strange problem with ServiceDesk, and I've been having it since build 6003. ServiceDesk (once a day) will unexpectedly shutdown and I'm unable to restart it. They only way to bring it back up is to restart the server, which I would like to avoid. I'm currently using build 6008 and I'm hesitate to upgrade, unless it clearly stated on the build description that it will fix unexpected shutdown of ServiceDesk. Listed below, are Windows 2003 Event Log error regarding my issue: Source:
Software Reports off Network Scan
I am trying to Find a report in SD that will show all managed software and the system that it is installed on. I can not find this feature. Am I just missing it or is that not a report that can be run? Thanks
Windows Vista
Will the network scan work for scanning windows vista computers? Or is this av feature that is being worked on as we speak? If it's not working already, when can we expect it to be working?
ROLES
I am happy for an SDGuest to be used for all requesters, but a requester must be able to research and ask for an asset to be bought - i.e. a PO. So when I went to ROLES and looked at SDGUEST I tried to add PURCHASE to this and of course it is set to READ Only, I can understand why it can't be deleted, but we woudl have to ask the Requester to submit a request, then a technician would have to translate the request into a PO. When infact the User raises the PO for approval by the technician. In a society
Tracking conversations
Hi, Is it possible to set SD+ to automatically track email replies from customers to a request into the conversations part of the request within the ticket? - in a similar fashion to the way in which it tracks any emails sent from within the request ticket. Also I do not really want people to be able to raise a request automatically by email, is there a way in which this can be stopped without affecting the other incoming emails? For Information; I have attempted to do this by enabling the mail fetching
vrsion 7 upgrade
I just want to make sure there is a upgrade path for version from 6.x and using mssql?
ServiceDesk Plus Release Announcement - 7.0 release
Dear Users, We are glad to announce ServiceDesk Plus 7.0 release. ServiceDesk Plus is now available in three editions, viz * Standard edition * Professional edition * Enterprise edition. Please find the comparison chart across editions at manageengine.adventnet.com/products/service-desk/sdp-editions.html . SDP 7 can be downloaded from manageengine.adventnet.com/products/service-desk/download.html . We are working on upgrade pack. Existing SDP customers, please bear us with the delay. Once the upgrade
Technician ID's
We have had a turnover of several technicians in the system. We will delete the old one and add the new one. I just noticed after adding the latest technician that he now has closed requests assigned to him even before he was employed by our company. My question to you is what piece of information are you storing in a request's main record to tie it back to the technician record. What ever it is, it appears that you are reusing this id for new technicians as they are created. This is bad for us.
Version 7?
I've been like a coiled spring all week! Seriously though any update would be appreciated as we have purchased service desk 3 weeks ago and I've been holding off installing it until version 7 comes out. Any information would be appreciated.
Importing Requestors from CSV
I already have requestors created in SD Plus and I would like to import additional users from a CSV file. In Step 3 of the Import Wizard, it states that "Existing data will be overwritten and new data will be added." Does this mean that all of my existing users will be overwritten? Or does it simply mean that if I have an existing user with the same login name, that particular user will be overwritten? Is there any way to export existing requestor information so that I can easily compare my potential
Can I get an auto responder for emailed requests?
Currently we have the system configured to automatically assign all incoming email requests to a technician in the system. What I would like to do, but haven't yet found a way to do, is to reply to the sender of the message with a blurb that says your ticket has been assigned to X, your ticket number is XXX so that they can track it on their end?
DB Rebuild/Reindex
I am getting ready to upgrade from Build 5507 to v6. I intend on doing a complete backup prior to the upgrade but wanted to know if there is any way or need to reindex the DB before the upgrade. This has come up because I have noticed when people reply to a ServiceDesk generated email, the replies are not being merged into the original issue even though the original issues's ID is in the subject line of the response. I am not sure how long this has been going on but am concerned about compounding
Adding and Modifying new Categories
I have been modifying and adding in new categories within the Help Desk. By doing so, all the existing calls, open and closed, have all changed to the same cat category. Can anyone please help on this matter? Cheers
Don't show login details again
Hi, I know this must be an easy fix and have already been logged, but I can't find it on the forums. How do I get rid of the login details on the front page. IE7, cache cleared, still will not respond to clicking on the link. Assistance is appreciated. Thank you
Language problems
Hi, I've downloaded and installed ServiceDeskPlus FreeVersion, in order to test it. I can't choose my language, since i see no "Change Language" tab in the "Personalize" pop up window. Is this correct? i mean, if you want to localize your installation you need the trial version? Thanks in advance.
report request
i would like a report that would let me view all computers that do not have a particular peice of software installed.
Help Desk Standard Edition
Hi Good news that the version 7 is going to be released. Would you be releasing the Standard Edition of the Helpdesk system PJS
Time spent not showing up on Requesters screen
Is there a way to make it so a requester can view the time spent information on the request? As it is now only the technician's can view the time spent information. The requesters are able to view the resolution but not the time spent. It doe not show up at the bottom of the request. Please advise. I included a screen capture to show what I am missing.
SLA escalation before resolution time elapse
I would like to setup a SLA where a resolution time is 5 days, but would like to escalate 2 days before. How would I setup SLA using escalate before 2 days? There is also a similar setup for SLA where a matching request should be resolved within 1 day; however, need to escalate within 1/2 hour, i.e. setup escalation before 23 1/2 hours.
New Builds - Notification?
Hi, Can we be notified somehow when new builds are released?
can't send mail from advent net to users
action fails when sending mail from advent net to user. all provided solution not working.
"Bulk" assigment of Assets
SD+ ver. 6010: Is it possible to make a Batch-assigment of Assets to e.g. a department? - As far as I can see you have to assign each Asset individually.
Expiring (Disposing of) Assets and-or workstations
What are people doing in SD+ as far as getting rid of equipment? Are you just deleting the assets and/or workstations, or maybe assigning them to a department code (maybe call it "Expired" or "Donated" or something)??? I started using this tool just to invnetory computers, but now I'm trying to really keep good track of all hardware...
Need to Delegate Access Level Role for Requesters Module
ServiceDesk Development, We would like to see additional roles added that address Access Levels for the Users module. We need the ability to delegate control to some technicians, such as Helpdesk personnel Tier1 support, the ability to modify details of users profiles. Currently the only role is SDAdmin that has the ability to edit users and this is not an option to grant some or all users this access level just to change a users phone number or address. Thanks --Pete
Modify Closed Request Date
Advent ServiceDesk Support, Is the there a way to go back on a closed request and change the closed date? This is important! Tier2 and Tier3 support many times may enter Request(s) into SD+ for historical purposes and for solutions tracking. This involves ITIL Problem Management and Change/Release Control and skews the times that the request was unresolved. Other software packages provide this as an option. This option should be available as an SD Admin to modify the closed date. Of course this option
Edirectory Authentication?
I recall requesting Novell eDirectory Authentication in 2005 and it was stated that it would be available very soon. Is this available or will it be soon? Will the new Robo Technician work with resetting passwords in eDirectory as it does in Active Directory?
400 Bad request after updating to 6010 HELP!!
After upgrading from 6008 to 6010 im getting 400 bad request when trying to access the site. I can telnet to the port that the webserver is running on however thats it. There does not seem to be anything in the event log that would indicate an error. Need to get this sorted asap. Thanks Brett
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