When do completed Tasks "age out"?
Time may answer this question for me, but I've added 3 test tasks and have marked 2 of them as completed. They have the "check mark" and line through them. Do these completed tasks stay on the "My View" eternally or do completed tasks eventually disappear/age out from this display?
Custom Report to track Assets
Hello, I am trying to track wireless broadband cards as asset components and I need a report to show the current user and the contract dates in a single report. Can you send me a query to show the following information in the same report? Asset/Resource Asset Name, Product Requester The asset is associated to a workstation. I would like to see the requester name that is the user on that workstation (not the assigned to which is the workstation name) I have 3 custom fields I would also like to show
Business Rules = Buggiest feature in product today
I have to tell you, the number of bugs and issues I have found with the Business Rules feature in the last 30 minutes has me believing this portion of the product needs to be absolutely scrapped and the developers need to start all over from scratch. They clearly don't have this feature "right". There are so many quirks and issues affecting function that it's all but practically useless. It is easily the most bug-ridden area of the product I've come across. A few quick notes of just a few of my findings
Report select
Hi All, I'm having some major problem with reports. Just wondering if what I'm expecting is correct. If a person hasn't had their department set at the time they rasie a request are Report dymanic enough to update this information on the fly. Eg A user of our has just had his department changed to Accounts. This is reflected nicely with in the request itself. However when I run the Requests by Status reports, and set the X axis to group by department this call appears in the unassigned bar. I would
Workstations not showing as assets
We are running ServiceDesk build 7018 and when I do a domain scan it picks up 8 workstations. However, when I click on Assets it only shows 1 workstation, that is the machine that ServiceDesk is installed on. Any ideas? Thanks.
Viewing backup files
When I look in SD+ application uncder admin tab> backup scheduling, I can not see backups, however when I go to server I can see the files. Why would this be?? These were visible in the past, but during the last few weeks no luck?? help appreciated See doco for evidence
removing old accounts
hi, we synchronize our accounts with active directory. But when an account is changed, for example the lastname or displayname. and we import again. Then we have duplicate accounts. Also accounts which are moved to OU's we don't want to import stay in the Service Desk. How can this be solved? Jeroen
Associate Minor Software Versions
Hi, It is possible to link versions of software without increasing the license numbers? For example, when you install SQL Server Developer 2005 it installs multiple packages which are picked up separately by SDP. When you associate these with the main SQL installation SDP then increases the number of installations, when then gives the impression we are under licensed. There are quite a few Microsoft installs like this. How is everyone getting around this Kind Regards Sharlene
http://servicedesk/SearchRequester.do stays open
not a problem for me but maybe its a bug running on firefox 3.0.1 with the IE plugin. servicedesk 7018. when i edited a ticket and selected the requester, the window never closed like it used to do before after you select the user. I don't have a problem closing it manually but might be a bug or something
Feature Request: Optional "blank out" <unassign
Currently, if a request is not assigned to a technician, the word "unassigned" is displayed in the column. I would like to see an administrative option to either display "unassigned" (as it is now), OR completely "blank out" this column. I believe it is more eye catching, as is to say, easier to see which requests are not assigned to anyone, if the ASSIGNED TO column is BLANK.
Installation of Adventnet Service Desk7.0 on Windows server.
I have two queries 1) if want to install adventnet service desk professional 7.0 for 2000 nodes on windows server , so whether i had to take 2000 license of windows server because i am scanning 2000 nodes. if am installing on linux server so whether i had to takes same 2000 license for linux server.but all machine i.e 2000 nodes are windows desktop. 2) Whether Adventnet service desk comes with bundled database i.e mysql or open sql.
Problem with Scheduled Scan
Before updating to 7018 from 7015, we had a daily scan scheduled for our domain set to go off automatically. After upgrading to 7018, the daily scan stopped. We also have the scan history set to clean up older than 30 days, and check for newly added workstations every day. For some reason the newly added workstations runs, but doesn't send an e-mail identifying the new stations. How can I fix both of these problems (or at least the first)?
Report - Workstations by department
Hi, I had a working report that showed all workstations by department. It relied on a table called SystemInfoOwner which no longer exists. Does anyone have a working replacement for SQL server users? Thanks Jery
GL Code and Cost Center in reports
I am really pleased that these have been added to the PO system. The only problem is they do not appear in the reporting section as fields. This is quite important for me as I would like to sort and total on the GL Code. In addition are there any plans to incoprorate custom fields into the reporting functionality. Thanks Damian
asset management configuration
Hi, in reference to the asset management portion of ServerDesk Plus, is there a client that needs to be run on my workstations, etc. to get ServiceDesk to do a meaningful query and compile all my asset information? I have windoze server/desktops and some linux boxes. I ran the asset scan "as is" on my server and the result it posted left MUCH to be desired. I am running ServiceDesk Pro 7 on a linux server
Inventory Reports
Hi all, Where can I find those report which stated in the following link? http://manageengine.adventnet.com/products/service-desk/inventory-reports.html My version is : Your SDP Version : 7.0.0 Build 7018 Thanks and regards, Carmel Lee
Email notifications
I am to able to receive or send email notifications from and to requesters although setup has been done regarding same. This facility was working previously before I imported again the requesters from AD. Also the automatic fetching from mail server (set to 1min) is not working but seems to work when doing it manually.
Feature Request: 'Assign to' should include TASKS of Request
When you "Assign to" a request, the TASKS within that request remain "Unassigned". An assigned request should assign the tasks of that request, as well.
Can ServiceDesk Plus track Internet history?
Can ServiceDesk Plus scan workstations and track their Internet history? Things like cookies, visited sites? Thank you.
Feature request: HTMLArea and Tabbing?
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Question on conversation subjects in Requests
I noticed the default subject in emails regarding requests contains ## (request number) ##. Does the ticket number have to be encapsulated in double ## symbols in order for these emails to make their way into the request conversation(s)? If I were to modify the following (default) email subject of: Request id ##$RequestId## is appended with your recent reply. To... Ticket # $RequestId is appended with your recent reply. Would the conversation functions still function? I haven't had my Email Administrators
Modifying who gets the survey email
Is there a way to configure the software to send out survey requests only when a call matches certain criteria (for example a certain level or category)?
Additional variables in email notifications
I have been experimenting with guessing possible variables for inclusion into email notifications. Are the following fields able to be included in emails? EmployeeID UserID (Additional Requester field, custom) RequesterTitle RequesterDescription Thank you.
How to? (Add an attachment after request opened)
Once a request has been opened, it does not appear to be able to accept additional attachments. Assuming a user (or the Helpdesk, who may have created the ticket) uploaded some attachments, it's reasonable to assume that as the issue is being worked on, additional attachments and/or updates to the current attachments may be requested. At present, there is no way to upload additional attachments beyond the original opening. ACTIONS // ADD ATTACHMENT ...is a needed feature.
Workstation Names
In our list of Workstations in the Assets tab, some of our machines show the FQDN name, while others only show the netbios or hostname only. It appears that if the machine fails a scheduled scan, that the netbios/hostname is reported and the FQDN is dropped (along with most workstation details). Are others experiencing this? How are you handling your scheduled scans, since existing asset details appears to be removed when a scan fails...or is this a setting somewhere that I have missed.
Info on SD+7.5 status
Someone very kindly (Thanks Mike Bailey!) pointed me to this so I thought I'd share it: http://blogs.manageengine.com/servicedesk/2008/08/07/experiences-of-sdp-75/ It's a blog of one of the developers of SD+ 7.5 and gives some interesting insights into what's being worked on and the progress/aims with the development.
No Resolution information presented in Approval Request?
In our organization, I conceive of two purposes to submit requests for approval. 1. Seeking Requester's approval to close case. 2. Seeking managements approval to close case. In either case, it confuses me why the RESOLUTION to the request is not included in the approval. Using a dummy Technician, I sent (myself) approval. The URL I was provided in an email sent me to a page (that didn't require login to view) that showed me who the Requester was, the Subject, the Description, the Request Details
Cosmetic wording in Purchase Order section
Asset Home > Router > 7206 VXR - PO# 1000[1] When you hover over the "Edit Resource" link the text that pops up reads, "Edit Workstation Details". The device isn't a workstation...it's a router. (in this case). The "Edit Resource" always reads "Edit Workstation Details", regardless of the asset. The same is true for the "Assign" button. It always reads, "Associate Owner for Workstation", even when the asset is not a workstation.
Feature Request: Asset History
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
SDGUEST ROLE
Can you create an editable SDGuest role? I need my users to be able to create a change request and edit it and at the moment they cannot use the change request section without us putting in workarounds which is frustrating!
Feature request: Display columns configurable PER VIEW
Currently, the columns you select to display apply to EVERY view (custom or otherwise) you use. I would like to see customization of column display options that determined PER VIEW. On the "My Open Requests" view, I don't want the Completed Date column. They're OPEN requests...they're not completed! However, on the, "My Closed Requests", I WOULD want the Completed Date column shown. The ability to set which columns are displayed in which view would be very nice to have.
Modifying who gets the survey email
Is there a way to configure the software to send out survey requests only when a call matches certain criteria (for example a certain level or category)?
Send for Approval on CLOSED requests?
Why is there a "Send for Approval" button visible in the Approvals tab on a closed request? It's closed...
PO Approval Status keeps getting unchecked
I have not pinpointed when this happens but it would appear that when I do the domain import of users to add in any new users the PO approval status box is unchecked for those that should have the approval function. Has anyone run into this? We are on build 7018 currently. I will try pipoint when this happens but if you know of solution let me know!!
Requestor cannot see notes or history
I am trying to configure this system and when logged on as the requestor, they cannot see the notes or history; even though the administrator chooses to let them see. Is this a quick setting change?
Feature request: Restoring customized notification templates
Innevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Unable to Scan Asset
Hi Support (And Dean!!) I am trying to scan my PC (Win XP SP3) from the SD+ Assets tab, i keep getting the following error. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I am able to scan my Domain Controllers (W2K3) fine. I have disabled my firewall with no effect. I have followed the Fault finding steps (as have others) and all appears to be fine with the PC's setup, but i am still unable to scan. Any assistance would be gratefully received.
Bug? Assigned To column in "Show All Tasks" not s
I have the following columns set to display in the "Show All Tasks": Title Assigned To Status Scheduled Start Time Actual Start Time Actual End Time Link I can change the display sort order by clicking on any of these columns except "Assigned To" and "Link". Neither of those colums are clickable.
Feature request: Ability to set Solution TOPICS as published
For each Solution, you can configure this option: Publish this solution in Self-Service Portal also I would like to have the ability to "hide" Topics from the Self-Service portal. We have lots of technical solutions we want to hide from Requesters, because they are intended to be referenced by IT staff (only). While Requesters see none of the data, the can view our tree structure of: -------- Standards - Network - WAN - LAN - WIFI - VPN - PC - Desktops - Laptops - Other - Servers - Intel - Unix -
REPLY to a request doesn't populate TO field with Requester
Maybe it's just me, but when I click the (REPLY) button(s) within a request, I expect the Requester's name to be automatically populated into the TO field. The "Blue menu bar" reply option is even worded as, "Reply to Requester". The "Reply" button just above the request details also fails to populate the TO field with the Requester information. Does anyone else found they've expected the REPLY options to put the Requester's name in the TO of the email, automatically? (where ever the "reply" is actually
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