Another enhancement request
While viewing all assets or in the asset screen I would like to be able to filter the view by "Product Type". That way I can list all printers or all servers or all Software.
SD+ suggestions
Suggestions for ServiceDesk Plus Description -departmental sorting -more details on location and search by location -Workstation should be consider an asset and be linked to the users. Therefore you can see what all the items the user owns. -if new information is being updated on requesters detail it does update the requesters information on the open ticket. -On Quick Create Request, ability to seach directly for someone by their last name without having to put an asterick in. -When a requester makes
truncate email at --
It would be great if the email import truncated emails at -- so as to get rid of excessive email footers.
reporting and table info
Hello - does anyone know where additional fields for new requests are stored? I have looked in the workorder_fields table as thought they would be in there, but there is no data at all. I am also looking for the department details for requesters, but cannot locate that either.. thanks PEter
Keep Request but Hide if from all Stats
I wonder if it's possible to Close a request and move it to an area/queue so that it doesn't pick up in ANY stats and doesn't show up anyway BUT is still viewable by technitions. Our ICTSupport email account is used for more things than just Helpdesk requests. This means that we often get Information Emails (From Dell Technical Support) or Printer Warning Emails which we'd like to file away, but not be counted in the Helpdesk Stats. Is this possible?
User request, technician and manager
hi.... i m new to Service Desk Plus. I've recently started exploring it. I once read somewhere on this website that IT dept manager can view how many requests have been assigned and to which technician i.e. he is able to get a global view of all the requests that have been either been forwarded to technicians or are yet to be assigned. i just don't get how this is done in help desk. Do i need to assign the role of administrator to the manager? Secondly, if there are two managers and both are interested
Enhancement request
Would like the ability to track maintenance for an asset. For example today I had 14 printers serviced but still need to keep the details in a paper binder. It would be very helpful If in the asset screen there was another tab that logged performed maintenance.
Custom field data lost across a different tab entry save
I had a custom asset field Purchase Order Intangibles under the Text tab with a picklist showing contract and service as my entries. I selected other entry types under that Text tab (single and multi-line), but then picked a different tab to go over to the date-formatted fields. I created one there, and hit save. It erased my data seen in the Text tab. The issue is that the SAVE button would imply that it would save what's seen on your screen, not the stuff seen under a different tab as well. Hope
software and hardware details after a domain scanning
Hi, After running a domain scan, some work stations are not populated with workstation, software and hardware details. The error below is displayed after the scan is completed. FAILURE :Connection to RPC server in the workstation failed. Any ideas why this is happening? Thanks.
ServiceDesk Linux auto start-up at boot time
How do I configure so that SD start up automatically at Boot time? Thanks in advance.
Can minimum requirements be enforced on closed tickets?
I noticed a number of tickets that have been closed without showing them having been assigned to anybody. Is it possible to require that an assignment be set when a ticket is closed? I'd like proper credit to be given to someone, which helps us to track work completed. As it stands now, I have to review the history to see who did what. Justin
Bug found in request selections spanning refresh
A technician reported some issues with tickets he had closed (spam coming in, unfiltered automated monitoring messages). So I set my selection filter to Closed Requests, was reviewing was he was complaining about and had several tickets selected for a mass deletion. My screen refreshed (it's set to 1 minute intervals) and while the check marks were still there, they were offset by 1, covering legitimate tickets now. Yikes! I almost deleted references to real tickets that were closed. I just checked
Extra http://____ before link in $RequestLink
What's causing the extra http://tasc/ in the link that is supposed to be $RequestLink? We've tried unlinking the text in the notifications, and there doesn't seem to be a lot of rhyme or reason as to why it's showing up... Justin
Reports
i can't get the "Reports" tab to appear for all technicians. what do i need to do to make this tab appear?
list of asset
i want to know wicht table used for editing the list of assets and export it on excel for an other program. Thank you.
Improvement Request - Logging Time Spent entries
We have a need to log the time spent on a ticket. But there's a couple of variations: 1. Time between when the ticket is picked up and closed. This may not be realistic to track, especially if it's going to count during lunch breaks, etc. 2. Time determined by a technician to be working on the problem. We have a need to make sure that technicians don't 'after-the-fact' pad their times. I like the fact that the time entries can be put in, but it should be a cumulative log, with an appropriate log
Notification Rules Enhancement Request/Suggestion
The notification rules you've provided are most everything we'd want but it occurred to me that you could build it with substantially more flexibility without much difficulty. Being unable to notify a requestor on assignment though able to notify technicians is what made me think of this. Rather than having a separate line for each notification event/notifyee, list out the major notification events and allow the admins to configure multiple notifyees that get a message on that event. You could then
Requestor details
I have just noticed that whenever a requestor's details are selected when creating a new call, the telephone number does not come through, even though one is present in AD. This never used to do this! thanks PEter
One scan and done? Why?
I have been having a problem as of late with scanning computers in our company. When i initially set up the computer that is not in SD+ and do a new scan for it on the domain, it always picks it up and records everything about it. But for some reason after it scans the first time, it never scans again and comes up with the error: FAILURE : No response received from workstation. Probably the workstation might be switched off or does not exist. Even tho the workstation is sitting right on my desk with
Problems with internation (danish) charcters in emails
Hi y'all, On another note: How's the forecast on solving the issues with internal characters in emails, etc.? We are still suffering from very odd-looking emails when typing danish characters in our email-templates, and our budget has been totally blown away by expenses to creative writers to overcome using danish characters in the mail ;) No, seriously, is there an ETA on the solution for this problem? Best regards, Novaree/Casper Helenius, Denmark
Scan New PC: still scanning using old IP address
I scanned one DHCP laptop earlier, then now it has another IP DHCP address since the location has been changed. Now I am trying to scan another laptop which happen to have same DHCP IP address which the other laptop used to be assigned. When I try to scan this new computer with hostname, it still pulls up the other laptop which currently has another IP. When I updated the laptop's IP at new location, I get an error message when I try to scan the new laptop: FAILURE :One of the attribute of the Workstation
Limit on AD OU enumeration in Service Desk?
When trying to test Service Desk 5008, and attempting to add Requestors from AD, we do not see all of our OUs. Is there a limitation and/or a way to increase the number of OUs that can be enumerated? JayM
SSL for email
We need SSL for pop. Our requesters are responding to the emails from service desk, but since service desk cannot check an SSL email account, we do not get message threading, and conversations, etc. We need an option like the one in the attachment.
request
Would it be possible to have a filter setup to allow techincians to be able to view another technicians call queue? something next to the current filter drop for pending requests etc.... would be good. thanks PEter
SD reporting
I have been playing around with the Service Desk reports and have tried to create a few custom ones, but I cannot see an option to group them into priority, level, etc... the options are very limited! Am i missing something or are these going to be improved in next release? thanks Peter
No email notifications
Intermittently SD does NOT email notifications when a new request is placed.
Serivces that this uses?
I'm looking to have ServiceDesk start automaticlly when the machine boots back up after running backups. What services does it use or how would I go about making it start automaticlly with the machine. Windows Server 2003.
Conversation Icon / Colum
After replying to another email I just realised that the colum "Reply" in the main request page will show a reply even if there is only a system reply saying the request is opened. I use this colum and also the notes colum alot to see how jobs are going and whether technicians are putting correct data into the system. Would it be possible to keep the reply colum but change it so that the icon does not show up for system changes only when a technician replies to the requester via email, Then it would
5010 problems
I have updated to hotfix 5010 from 5007, i downloaded the hotfix, ran the update manager and did a backup as suggested. i then went through the steps to install the hotfix. Now the service desk wont startup it goes through the stages but it stops loading on Application Layer Started ........... stage. I have tried uninstalling the 5010 update and it says it is not supported. Please Help!
Improvement request - email directory in fwd of ticket
When we want to forward a ticket to someone who is a user, we can type in characters for a last name, and a little popup shows up, but it doesn't do a name lookup similar to what happens when you're submitting a ticket. A screen shot is attached. Justin
Resolution attachment missing
There is an issue where a link to an attachment is not added to the resolution tab of a request. Problem Process: I have a request, I go to the solutions tab of the request. I use it to search solutions, I add the solution to the request BUT the attachment does not follow. If I wish to, at that point, assign the request to a different technician to apply the resolution, they will have to search for the solution again to get the attachment. (Build 5008) Can you enable this in a future release? Also,
Internationalization
Greetings When SD+ will be available in Polish language ?? Regards Bart
Language Settings in 5010
I have installed the Hotfix 5010 today and it seems to have some problems with the language-settings. Since we are located in germany my SD+ switches to german automatically - after changing the settings back to english (personalize option) most of the menu-entries are shown still in german language - some of them in english. Can you please check this... thanks Florian
Updates In windows and Other Programs showing as UnLicensed
Hello there, I have been working hard on the Licencing of my products. I must say that SD+ helps me a lot in it. However, theres a big glitch. The updates provided by windows and Other products show up as licences too. And as a result it is treated a unlicensed. Is it possible, to have all Updates not showing as licences. But as Updates under the Software Installed. It becomes easy to manage that way. I am attaching screen shots to explain what i mean. I definitely don't have 1116 softwares in my
Filtering by Technician
Is it possible for an admin to see tickets for other technicians filtered in way that has only the specified technician and not all technicians?
Requester page
I want to hide My details Tab from Requester Home page. Please assist if any one know about how to remove this option or stop to requester to change their passowrd. Appreciate on assist. Regards Alnafitha
Editing the Html Pages
Can we edit the html pages of the SD+ to modify the labels on the page :?:
Workstation ID
I've a question: - When I log in with "User" credential, in Workstation ID I see only the PC and it is correct, while if I log in with "Technician" credential and i try to insert a request for another User, i see all machine and not only the requester's pc... Is it correct?
Attachments
I'm haviong problems with attachments to requests. I've tried to add them using their shortcut path (f:\data\...) but this didn't work. I've since tried full network pathway (SERVER\NETWORK\data\...) but this didn't work either. When I click on the link in the request it opens Word (as it should) but the error I'm getting is: Microsoft Office Word This file could not be found. try one or more of the following: *Check the spelling of the name of the document. *Try a different file name. (C:\...\WJNNM4LT\FPM
using servicedesk plus with operating system "xp home&q
hi there, i install servicedesk plus.after i try to open web client on my laptop "http://localhost:8080 but browser say no DNS.what should i do?i also couldn't find user manual or that kind of documents.where can i find to use servicedesk plus efficiently? thank you. Saintun
Next Page
