Request ---- Tech Status View
This might have been brought up before, is so pardon me... It would be a very helpful feature for any user that is signed in to be able to click a tab on the top of the software called something like "Your Support Staff". Apon clicking on that to have a popup window come up center to the parent with all techs in the current company, thier contact info, photo and a basic status of thier avaliblity. When I refer to basic I mean just that. IE: Assigned Avalible Out On top of this perhaps a small text
technician calander
Hey I thought we were going to see a technician calander in this update.... am i mistaken or have a missed something ...... Ive looked everywhere cant seem to find where to enable it???? Help Barb
French - Windows Domain Scan
Hi, Just to raise a problem in the French version of SD6 6008. "Windows Domain Scan" does not find "Organizational units" in the French version. If one changes into version "English" language that functions. SD6 ver. 6008 with IE7 en Windows XP SP2. Best Regards Pascal
IN - Out calendar
This would be a useful tool, if there was a tech. in/out board. so all the techs could enter in when they would be in that week/ month etc. and the other techs (or requesters) could also see when that techs working time is. maybe for just the technicians, but anyone who you could assign a work order to, should have in/out board access to show when they are available. thanks! ~Iris admin team.
Mystery Domain re-appearing
Hi All, Suffering a weird problem, that has re-appeared again.... We have noticed a Domain entering our network under the name A... We dont were it has come from, or why... and so have removed it. And now a few weeks later it has come back... Is anyone else suffering this..?? Cheers, HCTC
Department Heads can't see old requests?
We have an organization of about 80 employees and about 10 Managers. I want the Managers to be able to see all the requests of the organization. I had about 20 or so requests already entered in the system. I put every employee into the same Department in Active Directory, and then did an import into Service Desk Plus. All the employees now show up in SDP in the same department. I then made the 10 Managers Department Heads so they can see all requests. But when I log in as one of them, I can't see
internal and external customers
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is SPD multitanent? Thanks for your answers! Regards, Bernd
Removing Completed Tasks from 'My Tasks'
Is there a way to have completed tasks drop off of the overview page? We run projects that can, obviously, have several different tasks related to it. However, even when we complete a task it remains on the view (although crossed out). After a short period it becomes difficult to sift through all of these tasks.
Editing a Recurring Request
I created a recurring request and used the time that it occurs in the morning, not the time that it needs to be resolved by, for my due time. How do I edit the original recurring request so all future instances are due at the proper time? Thanks! -Eric.
Requester ROles
Hello, I have seen this mentioned in several threads but I have not seen if there has been anything that arose from it. I want to be able to give a requester, our IT manager, the ability to see all the requests in the system, how many have be closed, overdue, open, etc. Basically I want them to be able to have read only access to any and all tickets in the system plus have the ability to get reports. With the 2 technician license we have this is not possible as we have 2 technicians. My manager is
ITIL Beta and test data
Does anyone know if its possible to use data from a backup of build 6008 MySql in the ITIL Beta Version? It would make a lot of sense to be able to evaluate the Beta with the configuration and data from a backup rather than having to go through the process of recreating it all. If this isnt possible with the Beta version will it be possible with the final release?
Is SDP multitanent?
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is it possible to establish unique queues f�r each customer and each project / topic? Is SDP multitanent? Thanks for your answers! Regards, Bernd
Mail Fetching Protocols
Due to security restrictions in our IT environment, we are unable to use POP or IMAP. Is there any plan to support MAPI in the future?
How delete default reports?
How delete default reports? Reports by all requests Reports by completed requests Reports by overdue requests Reports by pending requests Summary Reports Asset Reports Timespent Reports Inventory Reports Survey Reports Raporty We have configure only personal reports for technicans. Regards Mario
Login for ITIL Enterprise SD Demo
does anyone know what the login details are for the Enterprise demo on the adventnet website?
Email Alert when Technicain Assigned blocke by Filter
SD + V 5.5.0 Emails received from a monitoring system automatically create jobs on SD. Filter to stop acknowledgement going back to monitoring system (works okay). But Filter also stops alert being sent to Technician when they are assigned to Job. Understood Filter only relates to in coming new requests. Can find no way round this. Andrew
Priority in Requests View?
Is it possible to see the Priority of an issue as a column in the Requests View?
Task Notification
Hi Task notifications are not working, technicians are not getting any emails about tasks assigned to them. Regards Bart
Reports
Hi all, We are being slightly lazy here. only because there are three of us and 200 remote users to support with big issues lol. Are there any generic reports available for service desk??we are running the software as ia and not had the time to configure it to our company. Cheers, Phil
Task Report
How can I run a report for just assigned tasks
Alert to Technician when no Technician has been assigned
SD = V5.5.0 Job in Service Desk has NOT been assigned to a Technician but acknowledgement has been sent to Requester. Requester replies to acknowledgement which is added to the Service Desk entry. In the notification rules �Alert(or Notify) Technician by Email when there is a new reply from the requester� has been selected. Where does the notification email go to as no Technician has been assigned ? Is there anyway to send it to a default email address ? When a Technician has been assigned works
Reply email message template...
Hi All, Just noticed this bit in the Fwd: email requester templete, when forwarding on a request via HelpDesk to a user noticed the bottom line that takes the user back to the logged call..... ;) Requester : Terry Smith Due by time : 03-Jul-2007 11:13 Category : General Description : can you look into this? thanks Click for details : http://**********/WorkOrder.do?woMode=viewWO&woID=158 Is there anyway to incorperate this into a standard email template, so when we reply back to the users, they can
Add second login page for the outside world
Hello, We'd like to start using ServiceDesk Plus. But there's one important feature that I can't find. We want to use the application inside with AD authentication and we want to publish ServiceDesk in our website so our customers can login using local authentication. WITHOUT seeing the local domain for AD auth. We do not want a direct AD authentication possibility from the internet to our internal domain. Is this possible? Regards, Vincent
Problems with fonts in SDP 7.0. in Russian
Hello I`ve found problems with fonts in Russian language. On the first page instead of text i saw ?????? ??????? When i type the name of problem on Russia, after saving i see Ð Ñ Ð¸Ð½Ñ Ð�Ñ Ð½Ð� Ñ Ð�Ð�Ð¾Ñ Ð�Ð�Ñ ! I hope i help you )) PS This product very cool! Evg
Servicedesk Crashes at Start up with Error Code 353
For no apparent reason our ServiceDesk Plus server crashed, its running Windows 2003, MYSQL and the Apache Webserver (supplied with ServiceDesk). Now when we try and restart the server we receive a dialog box over the ServiceDesk splash screen saying that Error Code 353 Invalid License file. Please help! Thanks
SD+6 Old tickets showing html syntax in description
I recently upgraded to SD+ 6 and notice that viewing old ticket prior to upgrade are showing the following message in the description see below example. <p>Please try to remove information from this PC. User has been issued a new PC.</p><p /><p>Please call her at 203-270-2809 with results.</p><p /><p>Thank you</p><p>PC is a GX 280 Tag# 8001013954 ser# 7FK7J71 and has been transferred to us permanently.</p><p>1-9-07: PC was fixed by NESS. We will attempt to remove info from it</p> the description
inventory problem
I have a problem with several accounts, it's impossible to see the content of the inventory although I can see it if i'm connecting with a different administrator account. What is the problem? I just attach a screen capture of the error message. Thanks for your answer
NTLM pass-through authentication
NTLM pass-through authentication it is possible in SD+ ? I find this solution, how we can implement or feature req.? http://jcifs.samba.org/src/docs/ntlmhttpauth.html
Expression Building for Custom Views and Business rule creat
I have been attempting to create Custom Views to look at Requests. I am unable to create a view that shows Unassigned requests with My Requests and My Requests on Hold mostly due to the fact that I cannot use "and" and "or" expressions at the same time. Is there any work being done to increase the power of the expression building for this and to create more customizable business rules? Regards, Robert Tucker Bison Building Materials LTD.
Service Desk Plus Bin file not installing
Hi, Just downloaded SD+6 onto a VPS (Ubuntu)Server, logged in as root typed: ./ManageEngine_ServiceDesk_Plus.bin nothing happens just get root prompt back. tried chmod a+x the file but still same result any ideas anyone?.
LDAP & Novell eDirectory
Hi, Thanks to Kevin from AdventNet for the great webex demo yesterday. I work in the local government sector in Sydney, Australia. We are a Novell/Windows 2003/Citrix/Suse Linux/Oracle site with over 400 users and the same number of Windows XP workstations. 55 servers with 10 technicians, we have a requirement for integration with eDirectory/LDAP and Novell's ZenWorks Asset Management software. GroupWise, I believe will work with SD+. Traditionally local government here in Australia has been quite
Service Desk constantly crashes
I�ve been trying to get support on this issue for weeks and have been having a very frustrating time with unreturned phone calls and bouncing e-mail addresses for Service Desk's support. Our Service Desk instance crashes constantly. I have upgraded to the latest service pack and disabled Active Directory synchronization, but it is still crashing. We�ve had the software for a month and have been unable to use it with the exception of one week. The error message is as follows: The ManageEngine ServiceDesk
Multiple Selections for category, subcategory and item
Well i have this issue, i cannot select multiple subcategories or items, example: I want from a category (AKA Workstation) have the posibility to select multiple subacategory (Location1, Location2, Location3, and so on), so we i select the location there is a technician assigned, or vice bersa to have a location and then the problems, but i want to display in multiple locations the same posible problems example: Location1, Location2, Location3 displays Workstation Problem. Regards
How to deal with duplicate requesters
We have had a great deal of turnover where we work and as such, have duplicate requesters in the system. Is there a good way to merge requesters in the system?
Upgrade to 6008 - service will not start
I needed to migrate our data to a new server, also upgrading to MS SQL. After upgrading to 6008 from 6003 on the inital server (mysql) the manage engine service will not start again, however I could do a full data backup. I have taken this backup of the data and tried to restore this onto my new server using ms sql, but I get the following error: Unable to restore database : Internal Query Processor Error: The query processor ran out of stack space during query optimization. I really need the restore
Problem with default value in Request Addition Field
The default value was not working if the pick list values are the same as other list. Example: 1. Field named "Test1", pick list values (High, Medium, Low) 2. Field named "Test2", pick list values (High, Medium, Low) Default value for Test1 is High and Test2 is Low. This will not work when you create new or edit request. Do you have any idea? Thanks, Chana
import a CSV file into the assets database
What fields does ServiceDesk use to 'match up' asset records when it imports a CSV file into the assets database? Thanks, Carolyn
Asset Management for Solaris, HP-UX and IBM-AIX
For the asset management, the features are getting better. Is there any features to scan UNIX machines such as Solaris, HP-UX and IBM-AIX?
There were 1 failed launches in a row, each lasting less tha
There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. in event viewer for application log tell me where put SD+ log ?
Survey Questions.
1. I know in the survey settings there is not a way to pick a specific closed service request and send them a survey. Is there a way to not send out a survey to all closed tickets and let the helpdesk send them out on a individual basis? 2. Is there anyway when I send a survey out I can include the users description in the summary so the user remembers the service ticket?
Next Page