Workstation : history of owners
Hi, When I view the history of a workstation. It's only the scanned software history. Is there a way to view the owners history of a particular workstation ? pcdell : 01/01/06 : Edgar pcdell : 01/04/06 : Allen pcdell : 15/04/06 : Poe This question can be broadened to all assets. Greetz, Woef.
Request form problem
Hi I think there is a small bug in request form, more than one technician can edit the same request in the same time and add something to content. In the end only last entry is saved (Full list of changes is only in history tab). Is it possible to block or warn technicians from enter the same request in the same time ? Regards Bart
Reports
I was wondering if anyone can help me with the reporting feature of Servicedesk Plus? Is there anyway to view the reports as line graphs as well as can we export these report straight to excel format instead of pdf then excel?? :?
Mass Email to inform User ID & Password:
Dear All, I've 1 question, how can I trigger from to system to send out mail to the users and inform them their User ID & Password? Regards, John
Problem with conversations on merged tickets...
Please correct this as soon as possible as we use our helpdesk conversations as evidence for our Sarbanes Oxley compliance: Once a ticket is merged with another, the description of that ticket is shown as a "conversation" on the parent ticket. However, emails sent by clicking "reply" or "forward" on said conversation are not shown in the conversation section on either ticket. As soon as the message has been sent in this manner, the contents of the child ticket are displayed and the conversation is
reports
Hi guys, Is there any way of exporting the reports to excel or viewing reports as graphs...I know we can export to pdf, but I would rather export to excel instead of pdf and then excel..... Thanks
Linking existing requests to new requests
Is there an easy way (and if there isn't, can we have one?) of linking existing requests into a new request? I would like it to help with problem management. If I can raise a call and assign it to, say a "Problem Raised" category, I can then link any related incidents to it. I can then also add any new issues that are raised as a consequence of that problem while keeping the related issues linked and some record of the problem management process. Also incident management would be able to see any
Purchase Order Creation
Hi there, While creating a purchase order, how can we enter the discount? I tried to enter the discount in the price adjustment however it adds it to the total amount. If i try to put a negative sign, then it says please input a valid price adjustment! How can i add discount to the bulk total. Regards, Roshan
bug in asset portion of SD+
I looked for a machine name, after being asked to do a scan on it. Not finding it, I entered it in as a new asset, the page cleared, updated, and told me the addition was successful. I scrolled down, but did not see it in the order it should have occurred. (apparently because lower case and upper case is explicitly defined and used - that should get changed, btw). So I entered it again. Got the updated page, scrolled down, didn't see it, and then scrolled ALLLLLL the way down the list of assets and
Problem with links
Hi, I am running version 5008 of SD+, and I now have problems with the links on a request page. This does not happen for every request, but when it does, the link to enter a resolution, for example is : file:///C:/Program%20Files/Fichiers%20communs/Microsoft%20Shared/Papier%20%E0%20lettres/WorkOrder.do?woMode=viewWO&woID=2855&editResolution=true And same for every link in the right pane of the request page...
Inventory Multiple IPs on Targets
Hi, We are currently evaluating ServiceDesk 5, and so far we are very happy with it. There are a number of glaring issues, that I would be grateful for some feedback on. 1) We need to be able to inventory Multiple IPs assigned to individual NICs 2) We need to be able to inventory Linux machines AND Windows machines Ref point 1; ServiceDesk seems to create NIC entries for multiple adapters when scanned, but manually editing/creating a workstation restricts input to one NIC only. In addition, our servers
Annoying email/notify issue
SD+ pulls in names from AD, but all our names are created in lastname/firstname format, for ease of use. That means that SD+ pulls all our requesters in as firstname/lastname too. That's great, no problems there, but when the system sends a notification message it simply reads the requester name variable and enters that into the message body. This results in emails starting with... Dear lastname firstname Which is both annoying and looks stupid and unprofessional (Dear Gates Bill). Are there seperate
Some problems remain in build 5008
Hi I have updated Servicedesk to build 5008, but I still have some problems that I reported to you in previews topics. As you can see in the first image, when I click in the "Request by Technician" table of the "Global View" window the list of requests isn't correctly displayed. Only works properly with the Overdue column. The second one shows some problems with the truncation of the long names when the inventory is displayed. Actually we need the complete names and we can't edit them. Thanks. iolondo.
Images on Email Templates
We would like to embed out corporate image into the email response templates that we use as responses to requesters when we open an issue. Is there a way to do this?
Requester Details
I would like to see in the Requester-Details informations regarding assigned Workstations also. Is it possible to add this informations and maybe a link to the inventory to see the Asset-Details? If possible it would be lovely to have the Informations which Assets are assigned without clicking on the requester-details button. Im shure there is some space in the Request-View... thanks Florian
Are there API's to hook into for development purposes?
We have a workflow management system in place here. There's a desire to have the workflow screen contain fields that can be filled in, and have those fields fill in PO fields automatically in SD+. Are there API's to do this? Do we have to create hooks into the back end mysql database? Would either of these options allow for dynamic updates to the service desk screen? Any significant dangers to "creating" a PO via MySQL "injection"? Justin
Several Purchase Order suggestions
I'm going to be dumping a list of suggestions for purchase ordering under service desk plus. I'll try to put all the items here, and hope I can do so without adding pictures or losing the meaning as I describe them. 1) (Repeat) Selectable approval person for purchase orders, based on $$ approval levels. This name should also get automatically selected for email when seeking approval, and be able to allow additional names for mailing out if desired. 2) Do NOT classify all P.O's as being assets. We
Requester Name Problem
We have SD+ V 5.0.0 Build 5008 installed. When a requester is creating a request, he has the possibility to select the requester name out of the requester list. Now to avoid the problem of people sending false requests under a different username, the requester name textbox's default value should be the Username, with which the requester logged on to SD+, and it shouldn't be editable. Just like it is possible to show the workstation assigned to a user in the workstation textbox, which of course shouldn't
Service Desk Plus
Where are the log files for SD Plus located? I cannot find any that have any current information in them. I am primarily looking for outbound email problems from the SD server to techs and customers.
Bug Found in Reporting (easy fix)
When you create a custom report and you use one of your user defined fields. It displays the data fine, however when you export to PDF instead of using the name you set it labels them UDF_char1 or whatever field you used. Is there a way we can get this fixed so instead of displaying that UDF it displays what we named our field.
Custom Reports
I am making three different custom reports. All of them are Matrix Reports and filter by created date, during this month. The information is summarized by Category, Technician or Department. When the information is summarize by Technician and Category, I get the same total requests, 394. However, when I summarize by Department, I get more total requests, 410. Any idea about this issue?
Custom Reports
How can I get a greater selection of fields in my custom reports? I would like to print out the whole text of the request.
Access database to display ONLY recent items?
Is it possible to gather information from the database (such as recent items) and then be able to display this information only as opposed to the whole web page being displayed? I would like to know if this is possible because it would allow me to code my on entrance page and display recent items on the frontpage without having to get into the entire application. Then when they click on a link it would automatically log them into SD+ and display the page as if they were a requester. Thanks.
Hotfix for build 5008
Dear Users, We have released a hotfix to migrate ServiceDesk Plus to build 5008. This hotfix is aimed to fix the 100 % CPU issue when Request tab is selected. We are further working on enhancing the performance of the application. You can download the same from: www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix 1. Stop ManageEngine ServiceDesk Plus service. 2. Invoke UpdateManager.bat (UpdateManager.sh for Linux installation of SD+) from [ServiceDesk-Home]\\bin folder 3.
Department pick list
I did a quick search and didn't see this requested anywhere. Can we get the Department pick list sorted? Currently it appears to be displaying in order of entry. I have over 100 departments defined and having them sorted would be a HUGE benefit.
unable to see software in linux workstations
I am Trailing a copy of Service Desk 5 in a mixed network with linux and windows workstations when i scan a linux workstation i can see the hardware but not the software is thier a workaround for this? This may be the difference in buying this product or not
Scannig of Linux Workstations in Windows Version SD5
Can u Scan Linux Workstations in the windows version of Service Desk or do u have to use the linux version of servicedesk 5 when i go to scan my network i get this respone back from workstation Connection to RPC server in the workstation failed
Modified Date Colummn View
I would like to see a Modified Column in the Request view as we do not always assign jobs and as you know if you do not assign you do not get a response if you reply to a job. If sorted by this you could see which unassigned jobs have been replied to recently without having to go through them all. Also when you reply to an unassigned job maybe it could automatically assign you as the technician. Two things I would like to see. Thanks Darren
Modify Request ID
Dear Support, I'm wondering how to configure the request id?
email notifications in html or plain text gives errors
Email notifications are not properly formatted when using either option (plain-text or html). If html is selected, the outgoing mail contains improper formatting and extra characters. When plaintext is selected, all spaces and carriage returns are eliminated and everything appears in one row. When a reply is received for any request, it displays plaintext, due to which the email becomes very long containing all the html formatting displayed as text. This is a big problem as when the request is printed
The editor is not supported in your browser type
While i want to enter a Solution or click link Enter Resolution, i get a pop up message The editor is not supported in your browser type So that... if i decided to input a data, the data will not be saved What's it solution...? Thank's
How to display the Expiry Date in custom report ver 5008
How do I display custom data in the custom reports? Do you have the ability to generate a report which lists the Expiry Date from the assets? Thank you. Kelly
Problem with Start Timer?
I have a custom status called "Pending". When I click "Start Timer" on a request that has a status of "Pending", the status does not change to "open" and the timer does not start. It works if the status is "on hold". Is this a bug?
Link asset to request
Hi, When a client calls in with a problem with a specific asset, is there a way to link the request to the asset? And then have a history of problems for a specific asset. Thanks, Mark
Time spent against Operational hours
Good morning, I thought that the time spent total should work with the operational hours that are set? As you can see below it is still totaling the hours from start to finish and not taking in to account the operational hours (0800 - 1930), I would have thought that the time spent on this should be 7:28:33 as these are the operation hours that the call fall between? Is this being looked at as a bug or just as an enhancement? Created Date 20 Apr 2006, 19:00:00 Due Date 24 Apr 2006, 18:30:00 Completed
Attachments stored in Database?
When you come out with the version of ServiceDesk that will work with MS SQL, will you soon have the ability to store that attachment in the database? Steve
Character problem after SP6
Hi! After upgrading to ServicePack 6, we have problems with the swedish charactes �, � and � being displayed wrongly (i.e. å, ä, etc), when viewing requests. Before the service pack was applied we only had character problems with time-entrys and notes. Could you please considering addressing this in your next servicepack / release. Kind regards, Rickard
Helpdesk and Opmanger
Looking at both the Helpdesk software and Opmanger packages. My manager wants to know how to get both to work together. She tried the addon section in Opmanager but it reports it cannot find the Servicedesk or it is busy. they both reside on the same box. She also requested that I ask if I can get Opmanger 5.0 once again. She needs to retrieve some data on an old server that she was testing it on but cannot find the install.
Formatting of subject in survey e-mails
Hello, The first line of the welcome message (in survey settings) is *** IT infrastructure survey *** The subject of survey e-mails that are sent out by SD+ is as follows : =?utf-8?Q?****_IT_infrastructure_survey_**** we use Exchange 2003 and Outlook 2003 Can this be changed that the subject of the E-mail can be defined by us , or what can I change to the text to avoid the "?utf-8?Q? " characters our users now delete the survey request e-mails because of the strange formatted subject. thanks Filip
Technician E-Mails
In service desk e-mails that were sent to the Technicians were logged as a part of the call. With the upgraded versions this feature is no longer available. We would like to see this feature placed back into service desk.
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