Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
Closing multiple requests without notification
I am trialling Support Centre. Is there a facility to select more than 1 request and "close without notification"? I can only see the "close" button in list view. e.g. do a search for all requests open by a particular customer and close them all at once - without notifiying them.
Watchers for Changes
I'm not sure if this is possible or not already, but I had the question brought up to me by one of my co-workers. Is there some way that you can set up "watchers" for change management? I'd like to be able to set up one user or a number of users who would get updates for changes but aren't a CAB member. Is this possible now? Thanks ~James Murphy
CAB Notification rule
SD+ Currently our company is testing the change management function within SD+. Question. Currently it is only possible for the technician to resceive all approved & rejected comments. Is it possible for CAB members to also receive the comments? This way the CAB members knows what responses & suggestions have been made.
Open html files that are attached to messages
Is there any way to open html files that are coming with the msg? i am getting a msg saying file not found
Custom report to show 'Assignedtime' of queries
Hi, I would like to generate a report that shows the assigned time for all queries. It would need the date in dd/mm/yyyy format, and the closed time, also in the same format. How do I do this?? Thank you, Craig
I can't reply to a ticket that has a different email domain than what servicedesk is set up for
(ex. aaa.com and user is bbb.com) any way around it?
Problems running reports in ServiceDesk Plus
Greetings, I need help running the following 2 reports and I can't get them to run. Average # of tickets resolved remotely by month. Average # of tickets resolved deskside by month. Please let me know if these 2 reports are even possible. Your prompt reply is appreciated. Regards, Ms. Pat Sussman
Feature request
Would it be possible when importing users from AD to also include the Company field from AD? Because we have multiple companies in one domain, it is kinda hard to draw reports on what hardware is present in which company for a certain department (multiple accounting depts etc.) thnx in advance
ldap
Where having a problem with the ldap from the edirectory. When i import the users from the edirectory the name of the user is the same als the login name. When i change the name of the user to his full name so that everythting stands correct. When i do a new ldap import of the users the full name is being overwrite again. Does anyone know which field from the edirectory is being used. regards
how to track and get reports on when a call was managed remotely vs needing an onsite visit
I would like to find out some stats on how many calls are resolved remotely vs needing an onsite visit. How would you best track this? Would you have to add another field on the request form? I don't want to confuse users who use the selve serve feature to create a ticket. Any advice appreciated
How do I change the site of several users quickly
After import of AD, were created several sites. I would like to eliminate them and register all users at the same site. But to do this manually is very cumbersome. I want do to access the corresponding table in mysql database and change the ID. Thanks.
Enable managers to read their dept tickets
Is there a way that enable managers in our company to open or read specific tickets that belongs to their dept. employees?
Announcement Templates
I have already made this request privately, however I thought I would post it here as well to see who else thinks this would be a useful feature: Description: The "announcement" feature in SDPlus is not bad, however it is far too simple for our requirements. What is needed is the ability to create WYSIWYG HTML templates that can be selected. Currently, we send these notifications out using email templates similar to the following: --------------------------------------- <LOGO> PLANNED OUTAGE There is
7511 just disappeared
I went to the about link like I always do each day to see if a new version is out and say 7511 was out. Before I could login to my server to download the latest file, the link disappeared. There was even notes on 7510 on what was fixed for this version. What happened to it?
Installer file versioning
It would be helpful if the ServiceDesk installer was named with the version number, or if the executable metadata contained a reference to the build number. I typically keep the older versions of the installer in case I need to recreate an environment based on an older backup, and since all of these versions are named the same it can get confusing. I typically name mine like: ManageEngine_ServiceDesk_Plus_v7509.exe This is already done with the PPM files, but not with the executables.
Requester, additional field, pick list not working.
Version : 7.5.0 Build Number : 7509 I create an additional field for requesters, and choose to have a pick list, then give it some items. When logged in as a requester, I get the additonal field box, but it's not a drop down box, and there are no options, it's empty.
Windows 7 ??
Hello, Most of our IT staff has moved to windows7 since it has a release date in about 4 months to the public. Servicedesk does not even load at all in IE8 on it, it just goes to a blank white screen. Please address this soon as this is not a feature request but a problem that will be affecting more of your customers every day that passes... Ken
Customizable forms
Administrators can customize the lay-out and choose the fields to appear on different request types. Request forms should be different depending on request type. Each request form should have the request form customizer an interface to enable/disable
Rewording of Approval Options
Approval page includes: Approve: Recommend (or) Reject These options are poorly worded. You don't "recommend an approval", or "reject an approval". Approvals are either granted or denied. More appropriate radio buttons could include: Approve: Yes (or) No Approval: Granted (or) Denied
Technition not being notified when his own reqests updated
I am having a problem when I submit a ticket as a technician to the service desk I am not notified when the other technician updates the request. If I am the technician I am notified , but not if I am the requester. Is there a setting that I am missing?
Date of Contracts is mandatory
Hi I have some contracts, which I entered into ServiceDesk. All my contracts have a starting date, but most of them do not have and ending date since they run until I cancel them. But the end date is mandatory. I have to enter a date here. So I enter a date, that is far in the future. But I think it would be nice, to check an option saying, that there is no end date, but instead it would be useful to have atime when I can cancel the contract. We have contracts, that can be canceld every 12 months,
Recently added technicians are not showing in admin's section.
I recently added some technicians to the Service Desk Plus, but when I go to the group section in the admin's page, the newly added technicians do not show in the list. Could I get assistance with this? Regards, Rainton
how do i move service desk from one machine to another?
Hi, I am using ServiceDesk Plus on a machine used for testing and I would like to transfer to another machine that has more resources to handle the database.
Associate Categories/SubCategories with GROUP (not just technician)
You can configure particular categories and subcategories to automatically assign themselves to a Requester. This only fits very small IT environments. The ability to associate a GROUP to a category/subcategory scales to larger enterprise IT Helpdesks. All "Internet down" categorized requests would be automatically assigned to the "Network Administration" group. Assigning it to a specific tech won't always be applicable because of cascading roles and responsibilities, people out sick or on vacation,
Questions on the Change Request Feature
Can only technicians create Change Requests in the Service Desk Plus software? Or is there a way to get requesters to be able to submit change "requests" also? Thanks!
my requester cant see the requests for his department.
I have reset the check box in his account to no avail. ANy suggestions? Cole
Escalatating Tickets
Hi, I would like to have a ticket opened by support, move to finance, sales, IT, and different other groups in the company. There will be different employees tagged to each one of these groups. I do not want to assign the ticket to individuals, but instead to groups like It, Finance, sales.. etc.. How can this be setup ? I would like ot have reporting features likewise on case statuses, eslcalations and SLA. Any info you can provide will be of great help. Thanks, Robert
requester to technician function
I need to utilize the requester to technician function and since we updated to 7.5 it seems to be broke? I also can't edit a technician ie: change groups....when I hit save there is nor error nor does it save when I hit save. Please help..... we are using active Directory authentication. thanks
Adding cost details in to the asset report.
Hi I want a report where i can include the cost along with the other asset details. For eg. along with the report computers by domain.
Service Survey and Satisfaction Score reporting
On the survey, when a user completes the survey the system shows a satisafaction score, however this score does not seem to be reflected in any survey report and manual calculation of the users satisfaction istime consuming. Is there any way to automatically get the scores in a report?
Asset filter
I'd like to add filters to the Assets/Workstations page, currently there's just; All Workstations Desktops Laptops I'd like to add; Servers Plus it would be very nice to be able to filter specific sites, so I can see all PC's for a jobsite. Any advice on how to do this?
Problem with Assets tab
When I click on Assets tab, ServiceDesk hangs. What can I do to troubleshoot?
Moving users/assets to a new server.
How to I update old tickets to reflect this new site? Is there a script that can be used to do this?
Worst Technical Support EVER!
Let me start by saying this product isn't bad. But the Outsourced (Indian) Technical Support is the worst support I have EVER dealt with. We are looking at using the product for our help desk. Although the software looks pretty good. We have spent weeks trying to get basic questions answered by the india-based support representatives. I have had half a dozen IT staff fail to give myself and my fellow workers, basic answers to simple questions. Some of which included: Can we integrate our own MYSQL
Intergration with Exchange 2003/2007
It would be brilliant if service desk could check mail from and exchange mailbox as opposed to a POP mailbox.
Workstation scan
Hello, I have version 7.5 I cant scan workstations with XP firewall up. I get de following message"Error : No response received from workstation. Probably the workstation might be switched off or does not exist." What can i do? Regards,
resource state
Is it possible to assign User/Department to "In Store" or custom created resource states? Currently, I can only see a way of assigning user/department to "In Use" state. However, I need to be able to assign them to "In Store" assets as well as custom resource states. Thanks, Justin
Apply Business Rules on Chanmge
Hi, I'm currently evaluating ServiceDesk Plus for the company I'm working for. Yesterday I tried to automate some work flow with help of business rules. But as the description says they are just applied to new request. I thought I tested that before and was able to create working business rules, that react on changes to a ticket. But I'm not 100% sure anymore. Is it possible? Is there a way to apply business rules to existing tickets, when they change (for example the priority)? Thanks Markus
"Email" field on Requester Login Page
Placing "Email" field when Requester is logging in Requests. ##########Example: Some groups, which is having several Users; but the Managers require only 1 User Login ID. ****Given: Accounts Group = 5 Users (user1, user2, user3, user4, user5) Accounts Login ID = accounts Registered Email ID = accountsmanager@domain.com Requirement/Details: If User1 (user1@domain.com), registers ticket; the Notification Email will be sent to user1@domain.com and not to accountsmanager@domain.com. By placing the "Email"
Next Page