Unable to search in in merged requests
This has come up as an issue a few times, so I wanted to bring it up. It appears that when you merge a request into another, and then try to search for facts that are in the original request, you can't find the info. I'm guessing this is because the merged request becomes part of the history of the request you are merging it into and is not exposed to the search function the same way? It's especially annoying when you know the original service request ID, but then want to find the request. Searching
Integrate SD+ with Enterprise Calendaring/Scheduling System
I would find it very useful, if SD+ could integrate with an enterprise level calendaring/scheduling system such as MS Exchange, Zimbra or Open-Xchange to facilitate among other: - Technician scheduling/availability - Maintenance Scheduling For example, when assigning a ticket to a technician, SD+ would check the tech's calendar and if not available would issue a warning. Then the manager can assign the ticket to someone else or still assign it to the absent tech. We can load specific calendars in
Propose solution as-you-type
Hi there, I have a feature request that would push the value of the existing solution database to a new level: propose solution as-you-type. Means, when a user is adding a new request, while he/she is typing, SD+ searches the solution database for matching keywords from subject & body. Then it will propose the results to the user, so he probably does not even need to open the ticket! Cheers Oliver
search with logical operators like AND or OR
Hello We are using SD+ 7.6.0 Build 7605 Is it possible (and how) to do some search in the requests db or the asset db with the logical operators like AND, OR, &, | , ...? Thanks a lot for any feedback Best regards, Marc
AM / PM instead of 24-hour clock in Service Desk
I don't find where I can adjust the clock setting from a 24-hour clock to an AM / PM clock. Is this feature available? If so, where. If not, is it planned for a future build? I am currently running 7.6.0 build 7605 Thanks
Adding new vendor from Software License
No matter what role or permissions I give the technicians (besides admin) they are unable to add a vendor within the Asset tab > software license > add new, they can within the contract tab> add contract > new vendor. Was this ever fixed or is grant Admin rights the only fix? I do not want to give admin rights to a technician for them to perform this function.
Customised views for each filter
It would be really handy to show specific columns for certain request filters and not for others. For example, it would be good to have a filter that showed category, sub-category and item but another filter that did not go down to this level.
AD "Organization" integration
Since SD+ already integrates with Active Directory, has there been any consideration of incorporating the "Organizational Structure" of AD into SD+? I think this could help improve several aspects of the tool... Approvals - Upon submitting a request for approval, the technician could simply choose "Requester's Manager". SD+ would refer to the organization it fetches from AD. This could be taken one step further by incorporating "Submit for approval" as an option in "Business rules". Certain templates
Contract Enhancement
We would like to have the ability to view conversation history within the Contracts tab (ex.to reflect notifications sent). Please consider this in an up and coming enhancement. Sincerely, LG
Asset Scan failure
A laptop harddrive failed and the technician replaced it with another harddrive (the laptop name, serial number, etc remained the same), Within Assets, the laptop was still displayed but when he went to Scan Now to run an update on this laptop a failure message popped up. I saw the laptop that he forced a scan on and it was defiantly connected to the network at the time of the forced scan. Reason this occured? Look at the attachment for the error message My second question regarding scanning, if
Licence update
Since updating the licence file, the system is no longer fetching mail, although no other settings have been changed. Unfortunately I didnt stop the service before upgrading the licence, not sure if I should have, however even after re-starting the service it stil will not fetch mail. Does anyone have any suggestions, thanks.
Reset password on home page...
Password reset should be available on the Home page. Also is there a way to have it so the Solutions are available without user having to log in? If not, I would suggest these features be added. Thanks.
Emailing vendors
Is it possible to disable the ability to send an email to vendors in the contracts module of ServiceDesk Plus?
Remove warning when using Chrome
Chrome (Google's browser) works great with SD+, but a warning comes up every time you try to compose something to notify the user it doesn't recognize the browser and doesn't know if it will work (it does). It's a worthless message that just gets in the way. I should at least be able to turn off the warning so I'm not reminded 100 times a day.
Change on request templates do not applied
Hi Dears I have a problem in request template change. When I do some changes and save them and applying it on request , these changes are not applied. I saw this error report in another topic but no answer Regards Samaneh
Asset Scan don't recognize new Software Versions
I'm using SDP and scanning 200 workstations with using network scan. Now I see that for example software 'itunes' shows in SDP old version number. I think it shows the version who was installed at the first scan. I have checked all the assets with this software and all are up-do-date with newer versions. A new scan of the assets shows no new entries. Question: how can I fix that? (without deleting the workstation)
Additional filtering to reguest
Hi, We have several sites:n in our compnay and each site is fallowing their own reguest, is there any way to filter automatically en reguest page example addtional infro to techinac card and when technican is seeing reguest she/he can only shee their site reguest. Our problem is basicly that we are getting over 400 tickets / month and we have 15 locations, so it will take some time to track filter own location tickets. I know that we can start using sites to get goaround solution but we would
Approval notification - after specific number of recomendations
Hi Currently when a change is created the CAB approver will not approve the change until a specific number of people have recommended it. They check back into the change every hour or so to check if the recomendations have been given.. a time consuming task. I would like to set up a notification to the approver once the relevant number of recomendations have been given... is that possible? Ta Steph..
7.6 Upgrade...Extra Whitespace on Email Replies
This seemed to have just surfaced after our upgrade, but email responses created from within Service Desk seems to be adding about 5 extra lines before the begining of the typed email response. Is this something that is configurable? John
ServiceDesk Plus v7605 Testing Issues Thread
If you are like me, you test all updates to SDP in your development environment as thoroughly as possible before going live in production. I am starting this thread as a central location for us (the SDP customers/Admins) to record issues we run across when testing the latest version of SDP. My thinking is more heads are better than one and if one of us is having an issue, there is a good possibility that others will as well. At the least, recording the issue here will give other SDP Admins a “heads-up”
Ability to change "Jump to" Feature
Or at least ability to add Desktop Central as one of the choices from SDP.
Send resolved/closed Mail to other recipients
Hi there, when i resolve or close a request, the requester receives an email from the system. Is there a possibility to automatically send mails to other people/groups? Ideally automatically filled in by the request´s template... Any ideas someone? Thx, Uli
Ability to return items from a PO
In the PO module, it would be nice to have an option to return items on a PO and delete them from inventory. Or just the option to add notes to a PO after it has been closed. That way I can delete the items from inventory and note the PO that a certain line number was returned. Thanks, Tyson
Is it possible to build a multilevel SLA?
I'm evaluating ServiceDesk Plus as a replacement for our curren system. However I can't really get it to work the way our helpdesk is set up; When an email is received it should create a request with status as open. 1. line will start looking at the call and can use up to 4 hours to try to resolve the call. Within the 4 hours, 1.line must either resolve or escalate to 2. line. When incident is escalated an SLA should be started based on priority. So: total SLA is 4 hours at 1 line + whatever time
Assets management
Dear any one can help me to find way to make sure all the assets that connected to the network is registered in the service desk the problem is sometime we cannot scan the machine
Additional database needed for requestors and assets
We have a lab area with at least 50 "Virtual Stores". Each store has it's own set of specs that need to be associated in tickets and assets. But requestors can work at several stores a day and assets are moved periodically. We can't associate a store with a workstation or server, because the equipment gets moved around. How can I keep a database with the store information so that when tickets are created, the requestor can access this and include the information in the ticket?
Service Desk Plus problems - Advent Net service desk fails to start
after many problems updating from 7602 to 7605, we started with a fresh Windows 2008 Server image and clean install, but no matter what version 7602 or 7605 we install, Service Desk Plus will not start. Here are excerpts from our log files with severe listings. When tryinng to start up the client we get the following error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.propert Server is starting. This may take a minute ... ServerContainer [CREATED] SQLOne
Views
Is it possible to use the same ManageEngine for different views? Problem I want to use the software for our Helpdesk whereby clients can log there request and I want to use the same ManageEngine whereby the testers can log request for our developers? Reason I want to keep both these request seperate as not to obscure the stats and reports but yet want to track both within ManageEngine
Technician assigned to site should only see problems, changes and assets in the assigned site
Today, when you assign a technician to a site, the technichian can see only the requests in that site but in all other areas (problems, changes, solutions, assets, purchase and contract) he can see all sites. The site assigment should also handle the limitation/filtering of those areas.
number of technicians
Does the built in admin account, count as 1 technician? In other words can I have 10 technicians plus the admin account if I am licensed for 10 technicians?
Request Templates - Categories / Sub Categories / Items not Propegating.
Hi Im attempting to create a few basic template calls so the technicans can raise a number of basic one click calls, password resets etc. However i am unable to complete creating the templates as the connected Sub Categories / Items are not being displayed ie 'User Administration -> Passwords -> AD', i can select User Administration, but the following 2 do not offer any options. Installed the latest patch today hoping for the issue to be resolved, no change. Tried in both IE8 and Chrome.
technical notifications
How do I get the technicians to reach them an email informing them of the creation of a new application?? Thank you.
Additional Status Options for "Purchase" Tab
I see with the release of 7605 there are status options for "Invoice Received", "Paid", etc. It would be helpful in tracking the actual purchase process if there was a status of "Ordered" that followed "Approved".
update from ServiceDesk Plus 6.0.0 to 7.6.0
I have ServiceDesk installed on Windows machine actually running 6.0.0 with mysql is possibile to upgrade to 7.6.0 (under Windows) with SqlServer migrating data? Someone can help me ? thanks
Copy of the service Request to the supervisor
Dears, One of our business rule that a copy of the request need to go the requester manager. Does any body know how to do it? If we need to create a custom service request or template, then where shall we start? Thank you and best regards. SDP Admin Abdulrazak.alsharafy@yemenlng.com
Mail Fetch Stops Periodically
We are using SDP 7506. We noticed that the Mail Fetching Status will become "STOPPED" after running for a random period of time. Sometimes, it keeps running for a few days. Sometimes, it stops twice or more times a day. It's hard to check until we noticed that there're no new help request after an hour or so; or we found out that there are left over messages at our helpdesk mailbox (due to POP3 stopped getting the mail into SDP). We are sure our POP3 Mailgate is working fine but why SDP Mail Fetch
Sending notification to other people
Hello! I would ask for help in changing functionality of sending notifications. I understand that you (ManageEngine) will not make such changes just for me, so I even can modify source code in Java script by myself. What I need: When specialist requests an approval for a request, notification sent to some person. That person make decision and at that moment notification sent to specialist that requested for approval. I really need to send that second notification also to person who created initial
Job Title field
Hi i wonder if we get someway take the Job Title field away and if it´s not possible can we get text Job Title away. and if i can how do we do it /iS
Scan problems
I have run in to several issues with scanning computers. Particularly Mac's. Here is a few: 1. SD+ can't get the Serial Number 2. yet alone identify a host by that S/N (So, If the host info in SD+ and reality are not 100/100, you can't really scan the network without creating duplicates). 3. Domain part is dropped from Resource Name (hostname.domainx.com is OK but hostname.domainy.com is cut to hostname. This creates several issues). 4. Model is shown as --Choose Model-- in edit mode after the scan.
Time Change
How to change time on the help desk main page?
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