Emails appear as HTML, and are unreadable in any mail viewer
Hi, In some circumstances, emails from HelpDesk appear as HTML with the formatting still visible. An example is below: Request details are : Created by : Julie LESTER Due by date : 14-Jun-2006 10:26 Category : General Software Title : Junk Description : <html xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:st1="urn:schemas-microsoft-com:office:smarttags" xmlns="http://www.w3.org/TR/REC-html40"><META HTTP-EQUIV="Content-Type" CONTENT="text/html;
Request for new functionality
We need the ability to automatically DELETE incoming messages based on the existing triggers. This delete should occur PRIOR to email notifications. I have messages in this forum where other posters recommended filtering at the mail server side. This work-around may suffice for some situations; however I am requesting that a delete function be made available anyway.
Automatic user update from Active directory
Hi All, We are importing user database from Active Directory. All users have automatic password expire period. This makes our life very hard in terms that we need to import user database twice a day to minimize possibility of changed password implication. Can someone please help and tell me to make it automatically Thanks
schedule backups
I was wondering if there is a way of scheduling backups so they will run automatically at certain intervals throughout the day? cheers germanjoe
Printers missing ?
None of my scanned workstations have any Printer information visible in "Inventory - Hardware - Printer"..... All the other categories appear to be fine.... Anybody else have data there ? scott
Is there a way to make Category Required?
Hi, Im just wonder if there is an option on how to make category required instead of optional? It will be easy to assign rules to the queue. Thanks for your help
Auditing
I would like to be able to use the software scan as an audit so that at the end of the week I can press a button and see what new software has been added to the network machines. Is this possible? If so where and how? Thank in advance
Missing Logo on Purchase Orders
After upgrading to build 5010 we lost the logo on purchase orders. It's not printed and shown as an image placeholder on a screen. The gif file is intact and is properly shown on the General Settings screen. Please help. Thanks!
Projected Release Date of New Version?
Hi All, Is there a projected release date for the next version of ServiceDesk? I like it alot, but I have read the many new features planned for the upgrade. It appears you release quarterly updates, I am not sure if those handle feature mods? Or if they only come in major releases. Any info would be great. Thank you, Ken
Requester details
Is there any way of displaying requester additional fields in the requests from? I want to add "room number" to the requester details, but it doesn't appear in the request form. I could add it and g into every requester seperately and enter it there. However, clicking on the requesters name in the request from generates a pop up with the requester details, but it doesn't include custom fields anyway, so I would still have to go rooting around in the requesters details to find the location of the
Need option to change Browser Title bar
At the very top of every window in Microsoft Windows is the title bar. I need to change the title "AdventNet ManageEngine ServiceDesk Plus" to something like "My Company Helpdesk" Can you add a setting on the Admin / General Settings page for changing the Title of the application. You as a company do not benefit by my end users seeing your company and application name in the Title in the browser. It only creates unnecessary confusion. Please make this a configurable option. I already know how to
Moving request to task
Just a bizarre though :P Perhaps it would be nice to move a request to a task list and assign that to someone. A request I have is turning into a programming task for someone - not really a IT support request any longer. Perhaps it would be nice if one could move those requests and keep the whole mail conversation. IT would mean a bit of work on the Task list functionalisty I suppose.
Database cleanup
Hello, After evaluating SD+, I'm about to launch a bigger test (almost "real world"). I have deleted all my test requests, but there is a lot of informations left in the database. I wonder why for examples notifications stay in the DB when I delete the corresponding request. So, how could I really cleanup the DB, without starting over with request ID ? Thank you
Report is missing Category=Null
Report doesn't show the tickets which the category field is null.
Changing category displays corresponding custom fields
I would like to have custom fields displayed by category. When I select a category from the drop-down when creating a new request, the custom fields associated with that category should display below the category field. I don't want custom fields for printer setup to always display no matter what category I choose, I would prefer them to display only when I select Printer Setup from the drop-down. Possible new feature? Let's make this request popular because I know everyone could use it. Thank you.
data accuracy issue
Hi There, In the attached image we see others as assets. When we click on this nothing happens. We have no assets classified as others
CPU/PF Usage Java.exe
I am currently running SD+ 5010 and my CPU is constantly up to 100% and page file usage is also bordering the maximum. The main problem seems to be the java.exe process which runs up to 350,000 K. and 100,000 K for both the Wi-Fi and OPS Manager
Initial Response Time
Is there any way to measure the initial response time to calls once assigned to a tech? thanks.
RSS Feeds in the Announcements Section
I'm in the process of evaluating Service Desk Plus and I absolutely love what you guys (and gals) have done. Fantastic work you all have done! As a suggestion, I'm wondering if you would consider implementing RSS Feed capability to the Announcements section because several anti virus companies will make the latest information on virus alerts available via RSS. Other than that, keep up the great work you all are doing. - Juanito
Automatically associate Email replies to correct ticket
Hi, Does service desk plus have any features to associate email replies to the correct ticket?? For example, when I reply/forward an ticket to a requestor, there is a chance that the requestor will reply back . Can the system associate the reply from the requestor with the original ticket automatically?
Solutions search engine return poor results
I have has this issue ever since I installed the product. I dont think it is an error, I think it is poorly designed. I think one of the most powerful tools in a help desk department is the ability to store and retrieve information. Unfortunately I dont think that Service Desk is proficient in the latter (retrieval of pertinent information). As I wait and watch new enhancements and bug fixes being released, I never see anything dealing with the accuracy of the solutions search engine. I just tried
Issues after upgrading to 5.0.0 build 5010
Issue #1. If I remove an attachment in a request, the menu to the right "Tasks" is removed and a big blue box is inserted under the request link. I did notice that the "Tasks" menu is at the bottom of the screen under the history link of the request. Issue #2. Sometimes the "Tasks" menu disappers from the "Request" link without the blue box. I'm not sure what I do to get this, but it doesn't have to do with removing an attachment. Screenshot provided... Best regards, Jeff
Show quick create request in requestor home page
I'm sure I enabled this on a previous build but cannot find the option to enable it at the moment, am on build 5.10
Knowledge base
Is it possible to hide folders in the Knowledge base from users? For example: a folder concerning firewalls for a network support team does not need to be displayed to the end users. Currently the folders contents are not available, but the folder is still viewable. Thank you Trevor
Scanning for workstations
Hello Folks, Looking for some advice on scanning workstations for service desk demo. Currently we are setup on a NetWare network. No MS servers at all. Most workstations are XP SP2 machines. All machines have the Client for MS networks removed. I am wondering if anybody out there might be operating under the same circumstances. What would you recommend for scanning and importing workstations? Active directory and domain scanning are unavailable. Thanks in advance. Rob
Suggestions
Hi I'm our Admin for our team and pretty much control our ServiceDesk. We've been using ServiceDesk for about a year now and have noticed that it has become an encumberance. We have to click multiple times to get to certain fields in the program. So I thought I'd give a little feedback/recommendations: 1: Navigation panel (view pane) - To the left, with expandable lists (+/-) to get to Admin tabs(and potentially other modules) quickly. This saves us time. I understand that we can do this from the
Bug in history portion of ticket
I've noticed that a ticket that is closed properly shows a time/date stamp in the history. However, one of our techs inadvertently re-opened it by sending an email from inside SD+, and cc'ed the account where we pull the mail from, and it re-opened the ticket, but does NOT show the re-opening in the history. I had to look at the conversation date/time stamp and compare it to the ticket closing date/time stamp. Can we have re-opened tickets register a history event? Thanks, Justin
Inventory feature....
Hello All, The inventory feature is very cool, but there are some issues that are still there. First of all, how to scan for new inventory and keep up to date?? Second, if we click on one of the software packages, it does not show ALL of the machines that have it installed, for example if I know one of the machines has it installed, I will click on that machine name and do a scan, but it won't connect to do a scan because it comes up with an error saying: "Connection to RPC server in the workstation
Active Directory Password Changes
Hi All, We are using AD authentication. If a user changes their AD password, how long will it take for ServiceDesk to sync that password? We had a user change their password today and they can no longer access the application. Best Regards, Ken
Importing assets and assigned to workstation
Hello, I'm demoing ServiceDesk Plus, and so far am quite impressed. I seem to be running into a problem with importing assets however. I have done a domain scan to import all of my workstations which appears fine. Now I'm attempting to import a list of assets and assign them to workstations during the import. I have a field called 'assigned' that has the workstation's name in it, however after the import the assets show as unassigned. Is this feature functional? Is there some way I need to format
Many Questions
I have many question about my ServiceDesk implementation in my office (1). I wish to do CLONING my servicedesk server, so i will have 2 server with same condition. For this proses, what files and folders must be copied to cloning server...? (2). I have tried using Automating ServiceDesk Plus DB backups but it does not walk fluently. By this formula : cd c:\adventnet\me\servicedesk\bin sd_service.bat -p /* to stop ServiceDesk Plus service*/ backupdb.bat wait 5 sd_service.bat -t /* to start ServiceDesk
Cannot Change Requester
Hi all, If I attempt to edit a request and change the requester, no error message is displayed however the change does not take. The ticket history shows the change, but the original requester remains. There are times where we receive a request on behalf of another person, so we need to change the request to reflect the proper user. Is this a bug? Thanks, Endaar
No responce from SD+ when asigning a task to a technitian
Hi i am having problems when i assign a task to a technitian, when i select a tech and click asign nothing happens. i also have problems closing requests and adding requests however somtimes when i or some one is adding a request it creates multiple requests. thanx in advance for your help
Email Loop...
We have the helpdesk configured to notify requestors when a request is created. I ran into a problem today when I replied to a request and mistyped an email address. NDR's are sent from our mail server from a fake address (postmaster@x.com where x.com has been substitued for our real domain). When the helpdesk received the NDR, it in turn created a ticket and sent a notification email as expected. The problem is that since the postmaster@x.com is not valid, another NDR was sent creating another ticket
Attaching and asset to a request
I am evaluating this product. We currently have a helpdesk application. This so far seems to be much better, but we have a lot of assets that are not network scannable. when we have to open a request for service on these assets, we are unable to attach the asset to this request. I have looked through the forums and there have been responses that this will be included in the future updates. This is great, because this will pretty much solve any of our concerns that are holding us from making the change.
Attachments to tickets
When we edit a ticket, we are unable to attach files. We can browse and find the file, but clicking on the attach button does nothing.
ServiceDesk Plus in Italian
Hi, when it will be available SDplus in Italian? I have acquired the software and I would want to have the helpdesk part with the interface in Italian. Best regards
List of assets by owner
Hello, How can I get a list of assets that are assigned to a specific owner. This is useful for our school so we can see what technology items each teacher has in their classroom. Thanks, Russ
Crystal Reporting
Hi there, I am using Crystal Reports XI and the latest version of SD+. The problem i am having is that I can see the workorder table but when i look at the values under workkorderid the data does not match the ticket numbers in the actual calls. Where can i find the actual call reference numbers in the database so i can report on them. Regards Carl PS: i have also read all the crystal topics in this forum.
Report by Queue
Is there a report that will list tickets by queue? I don't see it in the reporting section and queue is not an available option in the custom reports.
Next Page
