Jump to Resolutions before closing a job
I am keen to keep the resolutions up to date and I want to force my Techs to use it but it is too easy for them just to close the job, rather than filling in the details of the job. Is it possible to configure SD so that when I click to close a job it either prompts me to add a resolution or jumps to the resolution page before closing. Thanks Andrew Loughnan
Notificaion Emails - Send upon new ticket
I was wondering if it was possible to do this. When a user creates a new ticket, for an email to be sent to X@Y.Z However, when lets say I create a ticket and assign it to myself only I get an email. Basically, when a ticket is created and is unassigned, notify X@Y.Z otherwise, dont. I want to be notified when there is a new ticket, but not when a co-worker creates one .
Microsoft IIS Integration
I found some older posts on IIS Integration that were were kind of old and really didn't answer my questions. Some of the posts I've read dated back to Dec. 05 and some stated that IIS integration was supposed to happen sometime Sept. 06. Can SDP use IIS as the web server instead of the native web server shipped with SDP? My SDP system run on Windows Server 2003. I am using version 5.5.0 Build 5501. I use https to access SDP internally The server I run SDP on as a fairly robust server. I am tasked
Stop Timer gone missing
Hi Since upgrading to 5501 I have lost the ability to Stop Timer on the Actions menu. If I ugrade to 5502 will this be rectified or have you moved the option somewhere else? Thanks
Tickets not re-opened when replied by user
We have a problem with Servicedesk Plus 5504. When a user replies to our e-mail the ticket is not always opened again. This is what happened friday: Request History [Notification History] Created by System on Fri, 06 Oct 2006 15:18:03 Operation : CREATE , Performed by : System Updated by Bas on Fri, 06 Oct 2006 15:33:54 Request Updated by : Bas Group changed from New requests to Request for change CREATEDTIME changed from 6 Oct 2006, 15:18:04 to 6 Oct 2006, 15:33:54 Technician changed from None to
Mail Server Settings - Fetching Mail � Deletion
Hi, The Helpdesk - Mail Server Settings warns that "During mail fetching, AdventNet ManageEngine ServiceDesk Plus will delete e-mail messages for the mail account in the mail server. Hence please create a separate mail account and alias it to this mail id" 1. Does this mean that, if i press "stop fetching" and "start fetching" email will be deleted. 2. When i re boot the server and the fetch process re starts, will this delete emails? I notice there is a note about aliasing, however there is no detail
active directory import
I would like to know what exactly is imported from Active Directory i.e. I need to know can I import more that just the email and name? When importing from AD I need to be able to import the Department each user is in, at the moment we are editing each user individually at time of import which is time consuming. cheers
Multiple helpdesk accounts
Hi, I was wondering if you were ever thinking of being able to configure multiple email accounts rather than just aliases to the main HELPDESK account. This would be useful if when a business rule was created for (eg: "webmaster"), that all emails sent to webmaster would end up in the "webmaster" group. But then when the technicien assigned to that group replies, that the webmaster email address appears rather than the main HELPDESK email address. I think this might be something to have a look into
My Details tab
Hello As far as I know, searching around the forum, there is currently no way to disable the "My Details" tab from the requester's interface. Actually, we don't want the requester to be able to change his department for example, or the password, and we think that this option would be very useful to others too. When will this feature be present in Service Desk Plus ? We are very interested in buying this solution, but we need this option (and maybe some other minor things). And I think that the programming
Reports Access
It would be good if you could enable the Reports tab to specific users by creating a group and assigning permissions. The only way currently to provide managers with reports is to give them admin rights.. Can this be looked into please. Other than that, fab product. Carl
"Unpicked" notification delay
It appears that the notification for "unpicked" requests gets sent about 5 minutes after the ticket is created. Is there any way to modify this delay to, say, 1 hour? It would also be nice if the unpicked notification could be configured to happen repeatedly on some interval. Is this possible? On a related topic, it would also be nice if the "Request Overdue E-Mail" from the SLA rules could use templates.
Adding addtional fields in the time entry section.
I need to know if there is away to add additional fields in the time entry section. Reason, we purchase goods for the client and i want to break up the hardware cost and time spent is there a way to do this. Regards, Dean Attard
Problem Management
Is it just me or is Problem Management still missing? It has been planned for the "next release" for over six months, but every time I use the online demo or download a trial, I cannot find this feature. Did it get postponed (again) or do I just not understand how it is configured/implemented?
Business Rules not saving properly
Hello I am creating a Business Rule to assign specific emails to a certain group and assign it to a category. I define a rule and set it to "title" and "contain" certain words then configure specific "actions". Everything appears normal. I then save it and test it. It does not work. I then go back to the Business rule settings and the criteria is now set to "Title Ends With" instead of "Contains" as I had previously set to. I have tried this three or four times with the same result. Has anyone experienced
Custom Inventory Report
I need a report query that will generate a list of all workstations and assets grouped by the department they belong to. This way when we are on site doing our end of year inventory, I can look at the report and verify that everything is there.
Workstations are assets
Hi, I'd like to add all my scanned workstations into our asset list (they are assets, after all) but it isn't obvious how to do this - can anybody help out with this? Thanks Martijn
Page not showing correctly
Hi I just installed a trial of ServiceDesk to evaluate before bying ! I installed it on a computer on the network. When I access the ServiceDesk from another computer in the network :http://COMPUTERXX:8080 and login then the page is not displayed correctly. The fonts are different! And each time I click on a link I'm redirected to the login page !! See attached picture ! Peter
Survey Email
Is it possible to customize the survey email? I could not find the template to edit. Is it just me being stupid? Andrew
Unable to import AD Users
Had a look through the forum but haven't found exactly the problem I'm having. When I try to import requesters from Active Directory I get an error a message "Added users 0; Failed users 29" (Currently only 29 users in our domain as it's currently being built). No entries in system log. Any suggestions on what to try next? Richard
Please help me to generate a query (With Screenshot)
Hi, Please consider this screenshot document. I just want a simple report which shows �Request id�; �Request Title� ; Request Date/time�; "Request Mode"; �Request Status change Date/Time�; �Request Completed Date/Time�; �Request Status� and �Technician Name� . And this report is filter by �Technician Name� Please send me a query for generating this kind of report. Regards, Trisha
Change local admin password
Anyone knows how to change the local admin password Thank you :oops:
Custom Inventory rpt
When I create a new report using Inventory, many machines show up 2 times even though they are only listed once in the inventory view. Bill Russell Crescent
Problems with links in mails from ServiceDesk
Hi, We have after the update from SD5 to SD5.5 some problems with the links that are send to requesters. The links refer to outbind:// addresses instead of the server. Is this a known issue? Thanks
Auto login
Hi, Will it be foreseen to have an auto login system. We are in an AD domain and we would like to add the link to the requester page to our intranet. Unfortunately, as the client needs to type their login and password, the are lazy and rather call us up. Could you try implementing auto login via the login name. It would alot simpler for them to just click and have their user logged in. Thanks
Escalation based on technician
I am just starting up configuring SD Plus. At first glance it looks as if SLA's cannot be configure to escalate based on which technician has been assigned the request. It appears that it can be done based on category, requester, etc., but not technician. Am I missing something?
Novell groupwise authentication
I have setup an email account for service desk call techsupport. it can send mail but it will not receive mail. we are running Novell Groupwise 7.0 on a novell server. Has anybody else had success with this?
Editing notes
Currently there doesnt seem to be a way to edit notes added to requests in SD+. Is this going to change at any time? Our biggest problem (which may seem quite minor) is notes being added by technicians to requests with spelling errors. It doesnt look too good to requesters.
Alternate port is messed up
I'm running SD+ 5500 with on an alternate port since my port 80 is taken. I have a web forwarder from support.mydomain.com that resolves to mail.mydomain.com:8888. Is seems to be working fine. My issue is that if a "new" user emails the helpdesk they will receive a message "Your self-service login details for HelpDesk application" at the bottom there is a link to "The application can be connected at http://support.mydomain.com" when the user clicks on it an error "HTTP Status 404 - /http://support.mydomain.com".
How to keep the history
Hi How we can keep history about machines regarding inventory and requests if our PCs has their Windows network names changed when goes to a different user. Example: PC1 has the following name Sales-Peter, but Peter left the company and we renamed it to Sales-Carl, a new employee. How we could deal with this in SD+ without lost tracking about it? Best regards, F�bio.
Cannot restore data
Have patched SD+ from 5501 to the newest version (5504 i think). Have tried to restore the data to SD+ using <servicedesk>\bin\restoredata.bat but during the restore a message pops up saying "data cannot be restored. data is not compatible with this installation of SD+"
4 requests missing from list, but still show up in reports
Problem Description: 4 requests seemed to disappear over the past few days. Now, there's a difference between the number of requests listed on my main work order page (12) and the number of requests in my custom "Complete List of Requests" report (16). In other words, the missing requests still show up in reports, but not in the request list. Notes: I'm displaying all requests on the work order page. There's nothing obviously similar about the "invisible" requests (those that appear in reports, but
Reassigning Closed tickets?
Is there a way of preventing Technician's from reassigning "closed" tickets? What would be the reason of not having it locked down? Can I setup a way of having assigning a ticket to "one way" meaning a tech can ONLY assign a ticket to himself and a manager can assign it to a tech. I don't want techs to assign one to the other. Thanks,
Moving database
Is there a way to quickly move the active database from one local drive to another? or will this require the software to be reinstalled? Thanks DRP
create two forms
Hello I am working at one of the college in UAE, I downloaded the software and our college deal with two types of helpdesk requests 1- Laptop requests And 2- Staff request And each form had some certain type of field is there any way to create two forms please advice thank you Regards klaithem
Requesters viewing their assets and contracts
I can't seem to identify how to allow requesters to log into the ServiceDesk interface and view the assets that they own and the current status of their contracts. We have assigned assets to being owned by requester users, and want these users to be able to log in and see their assets, and see the status of their contracts on those assets. I can't see how to do this, without creating a new role that permits this, however the roles don't appear to be able to be applied to the requesters, just technicians.
Getting tricky with subject lines
Is it possible to do more with subject lines (in emails sent to service desk) than associating with an existing ticket? For instance, I (as the manager) want to send a user an email, copy Copy ServiceDesk on the mail and assign it to a tech or a priority/severity level - all by including key words in the subject line. If this is possible, is there a master list of all the fields that can be affected by these keywords? Thanks! Jim Jernigan Redmond, WA USA
Technicians not listed in Requester List
Should I expect to find a Technician in the Requester List?
Custom Priorities
When adding new priorities, I am unable to set a default due by time/date for them. I initially thought it was tied to SLA but that appears not to be the case. How can I assign a default date/time to a custom priority?
Modifying the initial email
SD+ sends an email initial email to email addresses that are not in the system. Part of it reads �Please find your self-service login details for AdventNet ManageEngine ServiceDesk Plus, a HelpDesk application��where can I go to modify this message? Thanks,
Missing filter area on Inventory
Occassionally, the filter on the inventory screen (both preset and advanced) disappears. Any suggestions as to what may be causing this and how to get it back. I have tried refreshing, navigating to other areas and back again, closing the browser and starting a new one. A screenshot is attached Regards Paul [/img]
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