After enabling "auto close request after ... days" the request does not close.
Good day, I've enabled autoclose feature but it doesnt seems to work after updating to 7603 (before that everything was ok). I dont understand how can I troubleshot this. Any suggestions?
Select contact in request
Hi, is possible for the user account see and select their contacts when make new request. Thanks Regads
Manage Engine ServerDesk Plus (Email Fetching Error)
Hi we have installed Manage Engine ServerDesk Plus 7.6.0 we are getting the following error while E-mail fetching.can you please Help. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Thanks in Advance
Ability to assign GUI language based on location/user groups
I would like to see a feature for assigning SDP GUI language based on site location and individual user groups from the admin console. Thanks.
Sort multiple columns at once
Hi, I didn't see this feature in the forms and haven't seen the ability to do it in the app. It would be nice if you could sort multiple columns at once. As an example, sort by priority and then by requester.
Additional fields to sites
Would it be possible to have additional fields on sites form? Such there is on reguested - additional fields, technican - additional fields. We would need additional such as cost center information, and other information that is releated our need for each site. Other is Internal location code, company hierrachy code etc. If it possible when it would be possible to be avaible on software? Regards Tommi
SQL vs Windows authentication
Just wanted to know if Service Desk has any plans to allow Windows Only SQL authentication? My organization last year went Windows only and this is a major issue seeing how Service Desk has to use SQL authentication.
heyyyyy
I am 3year computer science student in Ethiopia @ harmay university, now I am ready to develop helpdesk software, I hope u will advice me , here is my quotation!!! 1. To develop helpdesk software what type language is preferable (esp in we based ) With Regrds, Biruk W/A
Make the REASON on a request more visible
When ever a change is actioned on a Request a Reason is asked for. This is entered into the History tab. What I'd like to see is this reason pulled out into a more visible place, either another tab or a button that appears like the NOTES button does. It should have a number on it to indicate the numbers of reasons against a request. The test would remain in the History, but also be shown on it's own on the Button/Tab. That way the service desk team can quickly see the reasons entered against a request
Modifying and Then Moving Templates
I have a QA servicedesk server setup so that we can have a helpdesk staff member work on creating custom templates and request forms. We set up a seperate server as we cant afford any kind of interruption to service. My question is, once we get a handful of templates configured the way we want, how do we get them moved from the dev/qa server into the production server? Thanks
List of Issues / Enhancements for upcoming hotfix (7603)
Dear Users, Following are the list of Enhancements / Issues that are planned for our next hotfix 7603. Tentative time frame for the next hotfix release is by mid of next week. Enhancements in this Service Pack SDF-21860 : Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even though their personalized language
SDP and MAC
Dear support, I have a question on the inventory issue, Does SPD support with MAC Computer? as the document mentioned only Windows and Linux. Thanks
Feature Requests
1. Private contrats, we want to give the contracts feature to serveral deparments so they can upload their own contracts. however they need to be able to view only their contracts and on one elses. and it would be even better if you could assign a deparment manager who could see everyones contracts in their group. This would be a hugh feature for our company. 2. We have an oncall tech for the weekends. we would like to be able to schedule the hours he is on call on have only him recieve email notifiactions.
Using API to pick up tickets
We're running 7.6.0 build 7600 in our test environment. I'm trying to use the API to allow technicians to pick up tickets. If I use the UpdateRequest operation, the "Assigned To" and "Group" fields in the ticket will not change. The API documentation mentions being able to pickup/assign tickets via the api but there no listing of the attributes for that. Is this documented anywhere or actually not supported? Thanks
An "Ordered" status in the PO module of ServiceDeskPlus?
Am I the only one who would like to see an additional status of "Ordered" in the PO module of ServiceDesk between "Approved" and Received"? That way, I could see at a glance which approved POs have been ordered and which are approved, but not yet submitted to the vendor. If you have more than one person placing orders, it would eliminate duplicated efforts. Or is there a better way to track it that I'm missing? Thanks, Don
Meaningful error codes
Sometimes when doing things in SD+ we get really helpful messages like : FAILURE :Database exception while deleting Workstation. : Cannot delete or update a parent row: a foreign key constraint fails. Please report the problem to the system administrator, with the Error Code - 1,238,241,091,765. Or are reported here: http://forums.manageengine.com/topic/why-is-the-error-1%2c238%2c003%2c953%2c765%3f Adventnet said they would help in this post: http://forums.manageengine.com/topic/not-able-to-delete-a-workstation-from-servicedesk;
Approvable requests
Hello everyone! I'd like to ask to add such feature as approvable requests. In my organization, along with generic requests, we have requests that needs to be approved. For example, some person want me to give him access to some share, or to install specific software. Of course, I dont know if that person should have access to share. And thats why this request needs to be approved by some other people (manager or someone else). I think it will not be too difficult to add such feature. Thanks!
Incoming mail problem
Hi, I have a problem with my Sd+, Im using exchange 2007 as a mailserver i fetch mail through imap. if i look in the indox i can see all the mail, but the the servicedesk dont fetch them. the logfile says the the inbox is empty, look at the red text. hope someone can help me! 13:42:45:730]|[01-26-2010]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|: Obtained mail fetching session.| [13:42:45:730]|[01-26-2010]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[20]|:
solutions view
hello, we check the option to use&buy service desk software. we use service desk 7.5 for now and we want to know if its possible to view the request when i open the solution. i know how to open new solution but i dont see the request that connected to the solution. thanks liran
Error in Restoration process
Hi, I am using SD 7.5 build no 7509.when i m trying to restore backup files ,i m receiving duplicate entry error. please find the attachment for your error logs
Data Archiving - Flexible Date Options
I've just upgraded to 7602 and the new data archiving options is a nice addition to SD+ but I would like to see something a bit more flexible when selecting which records to archive. I would like to be able to select a specific date - so for instance, I want to archive all records that are closed and have a closed date before 1st Jan 2009. That way, I can keep my current years records from complete calendar years together for reporting purposes (or it could be half years or quarters if that was appropriate).
Link request
I don't know if this is already implemented or not but I would like the ability to link request. E.g I may have a request to build a new server with ID 1234, however I could have two sub request e.g buy parts as ID 1235 and install OS as ID 1236. The way that the linking could work is: ID: 1234 is linked to request 1235, 1236 ID 1235 is linked to request 1234 ID 1236 is linked to request 1234
add task overview in print preview
Hello The feature 'print preview' is a fantastic tool. Can you extend the print preview in order to show an overview of the tasks attached to the request (fields Title, Status, Assigned To, Group) Thanks Best regards, Marc Ludwig
Why isn't Site able to be mandatory?
I can edit just about every other field in order to require it be filled out, but Site does not allow me to make it mandatory. Why is that?
Mobile Device and AD
Is any way to login to SDP 7.6 from mobile device (Blackberry) when AD integrated and SSO is in use, or only when local authentication? thanx.7
how i retain local authentication, currently it is disabled
Insertion of pages
At the Request Module how do I view the pages which is more than what is display (max 1000) in the drop down box for selection
Asset Management Software
How to add more software types? Look at the attached file please.
Hardware Summary Report (Workstation summary reports)
- Can I customize this report? Edit the layout, change the font, color... - Can I add another data to this report? I see only Memory Details, Network Details, Disks and Drives... I want to add Video Card Name, Video Card Memory, Sound Card Name, Last user login to this report! PS: Version 7.6.0 Build 7602
API Enhancement
We would like to see the ability to add approvals via the API.
Request Template, Requester
Why can I not modify or add fields on the default Request Template..>>Requester. Please look at the attached file.
Why do requester replies reopen a CLOSED request?
We are very fond of the fact that a requester's response to a RESOLVED request puts the request back in an OPEN status. However, our Help Desk team is of the opinion that once the request has been CLOSED (either by the requester or by the system due to lack of response from the requester), there should be no reopening the request. Any future communications should result in a new request. Is this a bug or is this by design?
Stop Opening of CLOSED Requests
Team, We are using ManageEngine Service Desk Ver 7.5 build 7504. My issues is : We have automated close of Incidents. But user is able to open the CLOSED tickets by just replying the old EMAIL of Resolution. Which causes a great AGING. For eg : User got resolution for his incident no 3154 on 1st Dec 2009 and then after 2 days, the incident got auto closed as per the setting. Now on 15th Jan 2010, user reply to 1st Dec 2009 Resolution email from Manage engine and then his old incident 3154 is reopened
how to configure my application to send traps to two managers simultaneosly
i have configured current host and port in V1V2trapforwarding.xml. i need to add one more manager so that i can send trap to two managers simultaneously.
windows 7
I am using service desk plus 7.5 ver and its working fine in server (Windows Server 2003) and client (Windows XP)side. But some user have windows 7 PC. In this case when user go to helpdesk sites only showing blank page. please help me about this issue
Remote Computer Scanning
Good morning - I am preparing to setup an office on a campus that cannot be connected to our WAN but I would like to have a scan done on the computers there and have that data included in our ServiceDesk Plus database. I see that there is a feature that will allow me to import data via CSV file. Does Zoho have a tool that will perform a scan and save the results to a CSV file? Alternately, do you recommend a product from someone else that would perform this same function? What I am looking into
SDP 7.6 Windows server 2003 SP1 upgrade to SP2
Hi Guys, I'm going to update from sp1 to sp2, will there be issues/problems concerning SDP on updating service packs? Thank you for the support.
Procedure to database downgrade
Hello, I'm looking for instructions how to downgrade db licensed as demo (enterprise) to standard edition (non-demo). Thanks, Vyacheslav
7.6 Mac Issue with '&' in the requester name
Hi, I believe we have found a Mac only issue with 7.6. If a requester name has an '&' in it on a Windows machine it shows as '&' but on the Mac it shows as '&'. The issue is that the system doesn't recognize '&' as being '&' and asks if you want to add a new requester on saving the request. Steps we took: new request press find requester button select requester save ticket prompted with messageOn a Windows machine the display is correct and it does not appear to be an issue. Our workaround
Support SLA Base on Group
If we can measure the SLA base on the Group it will be good . In our enviroment all request or incident are escalated to group and if we can have the group as one of the criteria in the drop down list in the SLA rules will be good Thanks Kanten
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