Security right's
hi would it be possible to have a section where we can allocate security rights so we can hide tabs for example, our development depart needs access to the reports tab but doesnt need acces to the inventory items the only way they get access is to ad them as an admin and this is not practical, can you let me know if youhave any plans for this, many thanks ryan
Restore Issue
I'm trying to restore a backup from October 18th. It's saying that the data/system desk versions are different so we can't restore the backup. I've tried uninstalling the last few service packs so i can restore the data to the correct version of service desk however the uninstall feature doesn't work! Is there anyway I can upgrade the data to SP19 as i need to restore this data.
Running SD on server with multiple IP's
I would like to run Service Desk on a server that currently has multiple websites and I would not like to use an alternate port (i.e I would like to use port80). Typically I would simply create an additional IP on the server and bind the website / Web server to that IP. The configuration of Service Desk to use this is eluding me. I have seen another post related to this request / problem but it was last changed in 2005. Is it yet possible to bind the server to an IP other than the default IP of the
Content Variables
Is there a feature yet that lets you edit content variables, or is it already somewhere in the adventnet folder in some XML file that I can edit properties. I need to change the link that "Click for details" brings you to. Thank you in advance
new request: "asset" instead of "workstation&
Hi, we are considering buying sevice desk+ as our primary helpdesk tool. However one of the things that is bugging us in the trial version is that we are unable to attach a new request to anything other then a workstation. However we have lots of assets (servers, printer, phones, linux servers, etc.) more important and have issues more frequently then on our (thinclient) workstations. Therfor I'd like to know if it is possible to raise a new request and attach it to an asset instead of a workstation,
Assigning workstations to requesters and departments
Hello, Can someone tell me how I can assign both a department and a requester to a workstation so that I can do reports for each department? Many thanks.
Blackberry
hi is there anyway we can use our blackberries to get to service desk, i have tried but it does not show the page.
SLA Escalation
Hi, I'm currently using, Version : 5.5.0 Build Number : 5506. My problem is having to do with SLA Level of Escalation. I have 15 different types of SLA Rules and enabled three levels of escalation in them. I have the Resolution Time set for 20 minutes. After the resolution time elapses, it escalates to level 1. That person receives a Request Overdue E-mail. (Great! looks good) After 20 minutes in level 1, it's suppose to escalates to level 2. Unfortunately, from that point on I never receive a level
tax rate rounding errors in edit PO
Dear SD+ team, when I edit an existing PO, I sometimes get strange values for the tax rate (5.999985542784122, see attached), as well as sometimes for Sales Tax and Total Cost. The final PO is fine again.
Using SSL e-mail checking with ServiceDesk Plus
I'm trying out ServiceDesk Plus and would like to set up the interface to download e-mails and make tickets out of them, but the mail server here uses SSL and this seems to only support POP and IMAP. Is it possible to get this to work?
Crashes
ServiceDesk has crashed numerous times lately, mostly random. Here is a piece of the log file. [09:42:33:695]|[10-24-2006]|[com.adventnet.servicedesk.helpdesk.sla.util.SLAEscalation]|[SEVERE]|[23]|: Exception while trying to get the unpicked requests.|com.adventnet.persistence.DataAccessException: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available
Workstation Affiliation
I have what appear to be two choicees in 5.5.0.5501 Either show all assets to which any requestor can choose or lcok it down and only show what computer is assigned to them. Each department in my company has a laptop available for thier staff to travel with. Since I can only assign either one user or one department there appears to be no way to make the association. I wnt the requestor to tell me which computer they are having a problem with and not to have to scroll down a monster list. Along these
Improvement request - multiple notifications, CC
Since SD+ has an email entry component, we'd like to see some address parsing for people who get cc'ed so that notifications sent out as a result of some actions on the ticket (or status updates) gets sent to all of the other folks as well. Additionally, we'd like to be able to take any such addresses that are seen in a ticket which is merged to another get appended onto the merged ticket list of addresses/notifications. Justin
SDP and Crystal Reports Integration
I'm using ServiceDesk Plus 5.5 (build 5506) and Crystal Reports v.11. I can access ServiceDesk Plus database from Crystal Reports, but some column data values is displayed as '???' characters. These values are non-English (cyrillic) characters. Is there any encoding settings or something else in Crystal Reports for fixing this problem? Any suggestions will be very much appreciated. Thanks.
Make shipping taxable
I am unable to use the auto tax calculation on purchase orders. It is not adding shipping to the product subtotal before calculating tax. Can an option be added to make shipping taxable?
email note after its been created
I noticed that you can email a note while its being created but not after it's been created. Could you make it so you can select a note and email the note after its been created :?:
Custom report - Completed date > Due by Date
Hi I have hit a snag when trying to generate a report of a certain type. When trying to ascertain wether a JOb has been completed after a due by date I find I cannot filter the report that way I select the coloumn "completed time" in the advanced filtering Criteria = "greater than" I am then presented with the VERY unhelpfull option of choosing a date. I simply want that last field to be "Duebydate" This must be a common request for managers as they will want to see how many requests have been completed
Re-assigning categories
Is there a way to quickly re-assign a ticket to a new category, other than editing the entire ticket? I would like for a helpdesk administrator to be able to categorize incoming tickets, and let the business logic take over from that point onwards.
Server shutdown/start for service pack
I am applying a hotfix for the first time and want to make sure that I am following instructions correctly. The instructions indicate to first shutdown the server before applying service pack and to start the server afterwards. However, the instructions to do so are not given. Previous hotfixes indicated to simply stop the ManageEngine Service Desk Plus service before applying SP. There are various batch files in the bin folder that look like they would do the trick, but I would like to be given
scanning workstations
what i would love is if you could, pull in the office and xp product codes during the scan, this would be greatly appreciated as we use oem copies of windows and office and this is a great way of making sure while during a random audit, i currently have to input this information manually, any help would be great thanks ryan
PO Approval status lost when Items are received
Dear SD+ team, I like the general workflow for Purchase Orders. However, once a PO is received, the status changes to "closed" and the previous approval status, approver name, approval date & comment are lost. Can this information be retained and made available?
Scan remote computers that are not on your LAN /WAN for Asse
Is there a way to scan remote computers for asset info and software that are not on your LAN |WAN the only access to these computers are dialin. I wasn't sure if this was possable with this software.
What folder/Files do I need to backup for ServiceDesk?
I want to backup ServiceDesk using Veritas BE, what folders/Files/db would I have to backup. Also Are there procedures to restore these folders/Files/db.? THANKS
How to change the variable $RequestLink?
Hi, I set up https server and the variable $RequestLink still holds http in the link. How or where I can change that? Already did the: Settings-Alias URL part, but it was not enough. Thanks Ivan
Show if note is visible to requester
I noted there is no way for you to tell if a note in a ticket is visible to a requester, could you create a visual so we can tell?
Alow requester to see note after the note has been created
You can alow a requester to see the the note but you can only do this while the ticket is being created. Could you make it so you can alow a requester to see a note after the note has been created :?:
Duplicate Requestors
I am trying out Service Desk 5.5.0 I just have a question before I get approval to purchase the product 1) When adding requestors through a CSV file, it works fine and adds the requestors. When I add the same requestors again with the same information it does not overwrite the existing users and duplicates them in the list. I use the same CSV file and the fields are exactly the same but the users are duplicated in the list. Is there a way to overwrite the existing users without duplicating them.
Can not delete departments created manually
I am not able to delete departments created manually after I did import from active directory. With Thanks.
No data available to generate report.
I receive a message stating that "No data available to generate report." when using Service Desk Plus. Some reports seem to run but it appears to be the reports that are related to technicians that fail. When I try to create a custom report it states FAILED TO RUN REPORT. HELP??
Creating Test Environment for SD Plus
We want to create a test environment for SD Plus hosted on the same physical machine as our production environment. We are running Win 2003 Server. What is the best way to do this? We must be able to completely isolate the two databases and we must be able to apply service updates in the test environment without affecting the production environment. You know, all of the usual concerns.
Where can I modify $RequestLink
Hi. Does anyone know where $RequestLink is defined ot how to modify it? Thanks David
Scanned Software Report
Does anyone know a way to export a report on the scanned software? Is there a custom query that can be run?
Adding supportcenter features & more
Let me explain the kind of work we do. We provide IT help desk/technical support not for internal users, but for other small and medium business. We are in the B2B way. ServiceDesk Plus does not provide the Accounts and Contacts by Account/Assets by Account/Request by Accounts that are present in supportcenter. This will be great for us and for many IT support service companies. And to assign assets to these accounts so we can take care about them, have an request history for an asset/account, etc.
Adding Zoho Chat to ServiceDesk Plus and Support Center
Hi, Did try your Zoho Chat and believe this feature would be of great value to Support Center and even Service Desk Plus.
reports by technician
Hi i've generated a report "requests by technician" i don't have all the technician on the report but only 6, others 3 technician are added in to "others" Do you have any solution?
Multiple requesters
Hi Is there a way to have a task viewable to multiple requesters, so that they can all track the progress of the task?
Scanning systems in LAN not associated with a Domain
Currently we have a number of systems that are connected to our LAN, but not assigned to our Domain for one reason or another. Assuming I make the appropriate changes in the Windows Firewall Exception lists, can I scan these systems in SD+? And if so, How do I do that.
Require note if technician accesses ticket
Is it possible to make a technician document a ticket before they leave it? A couple of scenarios if technicians are picking and choosing work based on the contents of the ticket, currently they can leave the ticket and not comment on why they did not assign it to someone or work on it. Another is to ensure something is documented each time a ticket is looked at for tracking purposes. Management wants to see how many times technicians are going in and out of tickets before they are resolved. In essence
Custom Field for technician notes
I would like to see a custom field I can attach to a technician note. If they do research, I want them to document what sites they review, so they choose research. If they call a vendor for support I want to see that. If they peforma followup task I want to see that. Also allow this to have mandatory option. In the end, the hope is to see by reporting what level of efforts are being used during the incident resolution process, without having to read through every ticket.
Recurring holidays
I am not sure if this has been asked before; can we have the facility to have recurring holidays (either by date e.g Christmas or by day e.g last Monday in August) and also the ability to change the date field after saving the item. I think that I am correct in saying you can't alter the date of the holiday after it has been saved? This means that in the UK where we have certain Bank Holidays e.g. last Monday in August it would be good either to have it recur on the same day (as mentioned above)
Next Page