question regarding use on existing web servers
hi i am just testing to see if this software is viable for our needs. i would ideally like to set it up to be used on a webserver that serves our local intrant and possible have the application accessible for a url on the same intrant is this possible to setup and how do i do it. thanks
Question re email sent to contact after first request
Hi there Two questions from a new user: 1) When a customer sends his/her first request, and he/she is not already set up as a contact, an email is sent to that customer with a link to the request. However, when the customer clicks on the link, he/she is brought to the log in page and cannot log in as doesn't have username and password yet. Is there a way that the username/password can be sent automatically? It seems that it is only sent when the support rep goes in and resets password. 2) When I
Completion date of Requests
Hi guys, I need to know if there is a way to edit the completion date of a request for example, if I created a request on the 20th and the due date was the 22nd, but I close it on the 30th, I want to know if there is any way that I can change the date when I close the ticket. As of now, whenever you close a ticket, that is the day it puts for completion... thanks.
Typo in "My Details" page
On the "My Details" page, the following sentence is found. "Enter the your details here" Remove the word "the" Justin
Typo in users request submission page
On the page where Requesters can submit tickets, the following text appears: "You can attach any number files for a total of 3 MB" It should read: "You can attach any number of files for a total of 3 MB" Justin
Problem with ticket submission formatting
When a user enters a ticket and clicks the bullet or numbering button, there appears to be no way to get out of bulleting or numbering except for cutting/pasting non-numbered/bulleted text. Could you fix up the text entry portion to be able to "undo" bulleting or numbering? A user has also asked "Where is the 'undo' button?" I'm not sure you can do a whole lot with that, but that's a request that has come in. Justin
Problem with inline graphics
We've received a number of tickets that come in and have boxes with red X's where the graphics should be, and when opening that ticket, we'll see one or more messages (one per graphic) that says: An external application must be launched to handle cid: links. Requested link: cid:960545021@15062006-22C8 Application: cid If you were not expecting this request it may be an attempt to exploit a weakness in that other program. Cancel this request unless you are sure it is not malicious. I'm not sure if
Can't install the free edition
[root@server1 customers]# ./AdventNet_ManageEngine_ServiceDesk_Plus_4_Linux.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ................................... ....[root@server1 customers]#
Using 2 Network Card
My Servicedesk server has 2 Network card with IP Address 192.168.2.1 and 192.168.2.2 and at the server i have installed Servicesk Plus and OPManager. With 2 network card, getting us setup each network card to each service...? like IP 192.168.2.1 for Servicesk Plus and IP 192.168.2.2 for OPManager...?
Ticket re-opened doesn't show history
I can't recall if I submitted this issue, but when a ticket is closed and re-opened by a subsequent email by the submitter, there is no history entry listed to reflect that fact. Does it re-start the clock as well? Justin
Convert MySQL data to SQL2005
Is there a convernient way to convert / install / upgrade the NetManage HelpDesk 5.00 system to SQL2005 server to allow greater flexibiity in location and access using 3rd Party Utilities, Report Writers, etc.
"All My Requests" filter
Currently, the only way to view all your own requests, regardless of whether they are open, closed or on hold is to change the filter to "All Requests", which then includes everyone's requests. A critical feature to be considered for addition is an "All My Requests" filter, which as the name implies, simply shows all of the requests that you have received, so you aren't limited to seeing either your Open or Completed Requests seperately. Another similar feature that would be useful is the ability
Relocating ServiceDesk Plus Server
Hi I am thinking about relocating ServiceDesk Plus Server to another machine. What is the best way to backup the data from ServiceDesk? ie: Requests, Assets, Technicians data etc...
Report by queues
We do not use categories on requests. We use queues. Is there a way to generate reports based on queues?
new option needed
We need to the Category to be split to the category 1\main category: contains all my main categories. 2\Sub category: contains all sub categories for each main category. But if the user selects one of the main category "say hardware" then the sub category will list onlyThe options for that category. it may works like the "Assign To " option>>>that if you select "Assign To a Technician" the owner list will list the technician only...but if you select "Assign To a Queue" the owner list will list the
Multiple Technicians - Same request
Hello all.. Is there a way for multiple technicians to be shown as working on the same request? The company I work for is big into number of requests per technician, so if two technicians work on the same request, only 1 gets credit for the work at this time which skews the results. I know you can put the time you worked it for different technicians in the "add time entry" portion of the ticket request, but when you generate a report for completed requests by technician - only one person gets credit
Catagoies and Sub Catagories
I am trying to delete several catagories that were origanlly Sub-catagories. I received an error message stating that I cannot delete the catagory because it is being used by another module. Anyway I can fix this?
Help me locate some Asset fields for reporting
I'm trying to locate the following fields in the ServiceDesk Plus database and finding it very difficult. Can I please be directed to the appropriate tables to find these fields? Asset - Product Name Asset - Asset Name Asset - Asset Tag Asset - Asset Serial No Asset - Vendor Name Contract - Contract Name Contract - Contract Expiry Contract - Contract Status Contract - Owner Contract - Support Details Contract - Description This will let me generate asset reports on a per asset basis linked to the
Issue with conversations
replies back to service desk are not being appended to the to converstaions. My header is configured in this manner Your request has been logged with request id ##$RequestId## Us this an issue?
Sort By Columns
Would it be possible to add this functionality in the Scanned Software list. It makes a little easier to sort by # Installed to delete all of the Zero's out. Thanks!
Changing User details
I wish to update the details for all the requesters imported from AD, is there a easy way to do this? What i want to do is add First/Last Name Email, Dept, Phone and Job Title to the requesters details. I have these details on a excell spreadsheet, if i import from csv then will this override what we currently have? Thanks Stuart Lupton
Mail server configuration with MS exchange 2003
Bellow I�ll notice the our environment # Win. 2003 Domain # Exchange 2003 # Incoming protocol RPC / outgoing SMTP unable to setup mailserver.
PO improvement requests
The PO's need to have a field available for Cost Centers, which is an accounting term for the people or group that need to have the billing applied to. It's not the Dept. name, as there could be subgroups within a dept. that is originating the PO. Additionally, we need to have a drop down field available for the terms of payment that is applied to each vendor. Some vendors we pay by credit card for small orders, but use "2-10, net 30" for larger orders, or may have a COD (cash on delivery) set up,
Bug: Please alphabetize vendor selection seen in PO process
When you create a purchase order, you pick a vendor on the first page, but the list is not alphabetized. Can that be alphabetized please? Justin
'My Tasks' panel
Our company uses SD+ build 5010. We were wondering if there was an option for a universal/shared 'My Tasks' List. We all want our own, but there are things such as hardware/software changes, etc. that we, as a group need to monitor daily. Can anyone think of a solution to our issue? Thanks. JustinC
Customize Asset View
Feature Request: I'd like to be able to create a custom asset view, similar to the workstation view. I'd like to be able to view/sort by serial number, asset #, or any other custom field I have inserted.
Scanning for Macs
Hi Im trying to implement SD+ at the school i work for ... all is going well so far, just looking at importing assets from a cvs file.... is there any preparation needed ?? any info somewhere on this ??.... also as we are predominatly a Mac School running OS X is there any plans to add the scanning feature for mac too ?? Thanks
Howto scan Linux servers
Hi, I'm testing ServiceDesk Plus and OpManager to see if it will work in a ISP enviroment. My first question is howto scan a Linux machine in ServiceDesk for the Asset management. I know it work with telnet ( bad! ) but it gives a RPC timeout error.. Thanx Herwin Jan
Hovering Requests
When hovering over a request the content of the request is slow to display, I am on the latest build and have noticed this with a prior build, any ideas? Thank you
Handling workstation with Purchase Order
Hi, I would like to manage the order of desktops (workstations) with purchase order. Everything is fine till I receive items. When I receive items ServiceDesk generates an asset by the item but I would like to handle this item as a workstation. Is there a way to move this item fom assets to worstations? Or do you have an idea, how to handle workstation purchases with POs? Many thanks in advance, Tibor
BUG: Logo on PO not REALLY pulled from properties location
Somehow the graphic image got messed up on our PO (upper left), and I did a right-click->Properties to see the path pointing to our <servername>/<path>/CompanyLogo.gif file. I looked there, and didn't find it. Found permissions too open and closed them down, and then repopulated the file back in there. I refreshed the screen to force a reload of the screen and it didn't pull it in. (again the properties said it was coming from the location I mentioned above) It wasn't until we did an import of the
Windows Domain Scan Problems
All - I am having massive problems with Windows domain scanning. I get one of the the following errors on a good number of my machines- Connection to RPC server in the workstation failed. General failure while performing the operation. General failure while scanning node. I have done the "fix" suggested about allowing EVERYONE access to my RPC calls, however that did not solve my problem, nor is it an acceptable risk. My firewall has had all the ports punched through it to allow RPC. Also, I have
Restore error
Hi folks. I use the trial version of your software to test your system. I made a backup of system and deleted all registries to test a restore. When a make a restore, the system restore a original situation of the DB (users, requests, ets.... ALL). Could you help me? thanks
how do you install the package on a linux server
I have downloaded the linux version of the Service Desk Plus software however, I cannot get it to install. what should I do next. Thanks
Bug: Keywords in Solutions Database not searchable
I just put in a new solutions database entry, and added several key words. As I selected "Add", I realized that I had messed something up and wanted to update it. Clicking the Back button got me to the same page, but there's an Add button, and I really wanted to Edit it. So I search for the solution using a number of key words I specifically just put in when I created the solution entry, and the solution would NOT show up. I had to search for something in the body or subject line to be able to find
Constantly asking me to Login...
We have a few PC's that access the helpdesk software that is run on a server, these have been running fine for the last two week, but we have updated 2 of these dekstops using windowsupdate.com, and have mae sure that all available updates have been installed, since then we have the problem where when you try to access any page or link in the helpdesk software you are asked to re-login, the systems are Windows 2000 SP4 and Windows XP SP2, they both have Mozilla Firefox and IE and the problem is seen
Multiple Network and Domain Scans
Hello, I work for a consulting company that has multiple clients on muliple networks and domains. Is there any way we can setup Service Desk plus to scan their domains or networks from our office? We have tried VPN'ing into their network and running a domain and network scan but have goten errors. Or if there is a way while we are at their office to scan their domain and upload it to ServiceDesk Plus. Thanks,
Problem with contract attachments
My supervisor has told me that he wants to be able to add more attachments after a contract is created, but is unable to. He had four attachments already, but after creating the attachment, was unable to add more. Can this be added? Justin
New forums have a bug
I went to the new forum layout, and it looks nice - I just need to look around to see what functionality equates to what I used to do, as well as what new functionality you've implemented. So, on to the bug... When going to forums.adventnet.com/sdp_home.php, there's a list of messages on the right side, but when I picked one, I got a 404 error (file not found). The link is: http://forums.adventnet.com/viewtopic.php&p=43593#43593 Justin
Solutions search engine not working properly BUILD 5008
I have never found the Solution search engine to work very good. Even though you can put keywords in it seems that it does not use those to make a decision on what or how to display results. Maybe it is my system because I dont see anyone else complaining about it and information management is one of the main reasons these systems are implemented. See my attachment. The first screen shot is a test solution I created. It simply has "Hello" as the title, "Hello" as the description, and "Hello" as the
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