Upgrade UAT Guidelines
I am about to upgrade my TEST environment to 7018, with the idea of going to iunstall 7.5 later in TEST then in Live. So this upgrade is basically a test upgrade to my TEST environment. My question is: Is there available a UAT checklist of what should be tested? I know, some will say, test what functiuons you use now, but was hoping for a more comprehensive test sequence. Hope someone can help
Submit Requests via .Net Application
Just wondering if there is a way to use the API from a VB.Net application that i am developing? would love to be able to add requests thanks
Forward Template not used when forwarding "Conversations"
Apparently the "Forward" template (Admin > Notifications) isn't referenced when forwarding a "Conversation". It works fine when forwarding the "Description", but not for subsequent conversations. Please confirm and address this issue as soon as possible. Thanks- Marc
Need to keep users from being able to change their department
I need the ability to lock users departments and keep them from being able to see other departments that are listed. Is there a way to do this? Thank you, JW
Parse Incoming email
How can I parse incoming email into the proper fields for ticket submission? I tried entering the variables into the description of the email but it didn't seem to work. Pretty standard feature in ticket systems I've seen. Maybe I'm just doing it wrong. $RequesterName = email@email.com $Category: Servers $Title = serverproblem $Description = problem
CLOSURE OF REQUESTS
Dear Helpdesk team I am going through the demo of helpdeskplus. i am quiet impressed so far 2 queries are there 1. can i import assets in the same way i import requesters 2. closure of request , is taking the completion of request as present time but when a help desk agent does this closure, he may do it bit later also and he should be able to do it pre- timed. is it possible regards indu
Notification when use AD in Servicedesk
My configuration is setting to “Enable Active Directory Authentication”. When I authentic using Active Directory , after create a request, the notification of assignment to the technician and the close notification (to requester) doesn´t work. The notification of Acknowledge Requester works fine. When I authentic local (not using AD) in server with user administrator all notifications works fine. Help
SSO Broken after upgrade to 7.6.04 in Servicedesk Plus
2/12/2010 I upgraded Servicedesk Plus from 7.6.02 to 7.6.03 then 7.6.04. Single Sign On worked fine for the brief time I was running 7.6.03 and it was working in 7.6.02 and before. When I upgraded to 7.6.04 Single Sign on doesn’t work. I’ve restarted the service a couple times without success. Every time I load my browser it just comes to the login screen. I can successfully login if I type in my credentials but I cannot get it to do it automatically. I didn’t change anything in the SSO
How can customer acknowledge ticket-status
Hello, how can a customer acknowledge the status of a ticket in the webform (for example: from status: resvoled to closed). Thank you Martin
Asset
Hi all together, i just want to know why some of workstation asstes are scaned and identifyed, but the is no user identifyed? How can i identify the user? thanks in advance
Query Report History
I need query for a report. Need all information about history of Workorder. Like this: Criado por Alberto Aloisio de Rezende - Grupo Mult em May 24, 2010 11:31 AM Operação : CREATE , Executada por : Alberto Aloisio de Rezende - Grupo Mult Atualizado por Lucas Pacheco Cruvinel Borges - DigiOpen em May 24, 2010 02:29 PM Solicitação atualizada por : Lucas Pacheco Cruvinel Borges - DigiOpen Técnico alterado de Lucas Pacheco Cruvinel Borges - DigiOpen para Samir Tanor Salgueiro Bié Hora de atribuição
No response from renewal department
I have tried multiple times to get a renewal quote from ManageEngine/Adventnet with no success. Has anyone else been having issues with their departments being non-responsive as of late? Jonathan
catagories, groups and levels
We have been using servicedesk for a few months and wanted to open up a discussion on how people are identifying groups, catagories, and levels. Quite frankly our model is inefficient and I would love to see how other people are organizing groups (e.g. network, security, server), Catagories (e.g. virus, desktop hardware, software problems), and levels(e.g. request for info, service request, minor/major incident). BTW, those are some of my examples. Also, I wish the demo site had more content that
Change Column Widths for Reports
Hello, Is it possible to change the width of columns in any of the ''Report' views? Thanks, Dan
Creating A Custom View for Requests.
I'd like to be able to create a custom view that will show closed calls that are unassigned, unfortunately under advanced filtering "assigned to" doesn't appear as a criteria. Can ayone advise as to how to make this criteria an option. Thanks in advance.
New Features
I completed evaluating ServiceDesk Plus and am now using a licensed version for my organization's Help Desk solution. Some additional features I would like to see is: 1) Jump to option for ManageEngine Eventlog Analyzer 2) Group calendar accessible by all technicians for scheduling maintenance, meetings, trouble ticket resolution, etc. Along with the calendar feature, I would like it to send ticklers to the technicians reminding them of their scheduled events. 3) Enable editing of requestors' logon
Create hyperlink in request template
I want to create a hyperlink in a request template. When I try to use the weblink tool, nothing happens. The link looks like a link but you can't click on it. How do I get this to work? Ubob12
Removing Asset Relationships
I am currently using the Free version of Servicedesk Plus. I am testing the asset relationship functions, and can't seem to find a way to remove relationships once I add them, primarily connected to and business relationships. I go into the add relationship function from within an asset, and remove the asset that it is linked to from the list instead of adding one, and then hit save, but it requires me to associate an asset to save, closing just resets it to normal. Same with Business relationship,
Technician to Requester
HI All, I have 2 questions , 1. How can we change technician back as requester, for some reason we want to remove some technicians but we want to keep them as requester, (Initially they were requester only) 2. Is there any way to change this term "Technician" throughout the ServiceDesk system. Best Regards, Faisal
Closing or Deleting Requests via OpManager Clear Alarm?
Hi, I've been testing the OpManager and ServiceDesk Plus products at the organisation I work for. We are possibly looking at purchasing/implementing the products internally and for external clients. I've set up notification profiles in OpManager to send events to ServiceDesk Plus. My question is whether ServiceDesk Plus can associate Attention/Trouble/Critical Alarms with Clear Alarms. That way for example, if a server was down, a Trouble Ticket would be automatically created in the ServiceDesk.
reopen or attach a file to PO after closing
I would like to know first, is it possible to reopen a PO? What if it was accidently marked as every item was received (which closes the PO) and then we discover one item was missing from the shipment? Second, I would like to know if I can attach a document/file to a PO after it has been closed? Like say a packing slip from the delivery.
With the Survey Link... Is it possible to....
Hi Guys, Just a quick one today. Is it possible to put $SurveLink in the Close Request Email? It's not good how the user gets an email when they close the call and then gets an additional email saying "Click Here for Survey" etc Can we embed the SurveyLink into the closure email? Thanks! :P
Pending Approval to set status "On hold" automatically
Hi, is there any way to set the system so a pending approval sets the status"on hold" automatically and a given approval reopens the request? Thank you for your feedback in advance, Anne
Unable to restore a backup to a different server
We need to move our SD to another server. We upgraded SD at our old server to v.7.6 b. We also installed the same latest version to a new server. We made a backup from the old server and now we can't restore it to a new server. RestoreData tries to restore it but when it gets to the end, we get errors: Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ================================================QUERY = INSERT INTO wordoccurren ces
is there any option to uninstall software from remote PC ?
Hi is there any option to uninstall software from remote PC ? please advice Thanks
RedirectURL setting
Hi, When upgrading to 7606, a parameter was added to the globalconfigs table for REDIRECTURL which I could set to false so that I could have full access to the servicedesk when I used my iPhone to access it. After upgrading to the latest release (7608), it seems that has been removed again? Can I manually add this back in to stop the annoying forced use of a mobile version that lets me do very little? Thanks, Bryan
Technician Roles & Permissions
When assigning multiple roles to a technician that includes different permissions within the same module, for example, I have two roles created. One role allows technicians to View Only All Requests. I have another role that allows technicians to View, Edit, & Add only those Requests assigned to him/her or their group. If I then assign both roles to a single technician, I would expect the technician to only be able to view, edit, add his/her assigned requests and any requests in his/her groups and
Show site details on request page
On a request page technicians are shown relevant requester details (name, telephone, asset, etc); however it would be useful for them to be able to see site information for where the requester is based as well (for example, we keep the ADSL line number and router IP in the "Fax" and "Web URL" sections). This would negate the need to open a separate page, go to "Admin", then find a site (for which there is no search, just manual finding) in order to see these details. Is this possible up to the
Case sensitive usernames
After upgrading to 7504 recently (went through many upgrades at once), I've found that you no longer have to select your domain to logon to. This is a nice feature. However it is picking up the username field as case sensitive and therefore some users only get the option for local authentication after they capitalize something in their name. This seems kinda crazy, is there any way to fix this? Workarounds? Thanks in advance. Jon
Request Approval
Hi, Let me explain a situation: We need a special type of request regarding adding/modifying or deleting users in the network. As obviously this kind of request needs an approval from a manager. Will be great if we can add a comercial rule for a category (ex. User Administration ) so automatically the systems sends an email to the right approval manager with a link to approve the request. Thanks Pablo
Return Technician to Requester
Is there a way to return a Technician to a standard Requester? We have a user that was a Technician but now he changed jobs. We do not want to lost the Requests that he has under his name however. Is there a way to do this? Thanks Justin
Utilise ServiceDesk Plus d/b to produce NetViz Diagrams
I would like to use NetViz to produce the infastructure (site, racks, floor) diagrams. If anyone has achieved this before can they supply the names of the fields/tables to map to achieve the basic objective, or suggest an alternative for producing this information. Many thanks in advance. David Gordon
Re-open closed PO
Is there a way to edit a closed PO? or re-open it for editing?
Alert group members by Email, when a new request is resolved or put on hold
I would like to see an additional feature added to SD within notifications that will email group members when a request has been put either on hold or resolved. This will aid in tracking the request to completion.
Auto populate the CC field
Hi there. I hope somone can help me. We have 2 helpdesk email boxes here, one called helpdesk@ and one called servicedesk@ Basically, how do we configure Service desk to always add the servicedesk@ email address into the CC box when doing a reply from within service desk. Is there anyway that we can do this? Regards
How's SDP hotfix 7608 going for folks?
Hi, The hotfix 7608 has been out for a couple weeks now, and searching the forums returns only a couple of what look like isolated issues. I'd be interested to hear feedback from anyone who has upgraded as I want to upgrade from 7605. I notice that the SDP Known Issue List doesn't appear to have identified any high priority issues for 7609. Thanks, Rich
Query on requester conversations
In which table would I find all requester conversations for a workorder? I need to be able to report on this. Thank you.
Browser Support
Does anyone have any idea when Opera and Safari support will be built in, or if there is even a plan to do so?
Group E-Mail setting inside Technician group
Hi Support, Could you explain me more details about Group Email inside Technician group? what it is use for? Thanks, SOPHAL
Custom User Role
Is there a way to create a user role that will allow those users to view/edit all requests, but only be able to close their own requests?
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