Secure Access
Is there a way of securing the service desk app using ssl technology. I am currently concerned that all of my passwords are being passed through the internet in clear text.
Cann Change Status on Requests marked as Onhold
Hi There, We have a number of requests that their status are currently set to Onhold, but they will not change. These were set before applying patch 5006 & 5007. New requests work ok, but these older ones we cannot change. I've tried editing the request, clicking the close option, and trying to close from the request list, but nothing happens. Any help would be gratefully received. Many thanks Tim
Purchase order approval selection/path
While playing with the purchase order portion of SD+, I found the approval person to not be a selectable name, and because of this, there was no really good way to have that person be notified that there is a purchase order to be approved. Can there be a name selection? And will it take a license to approve a purchase order? Can there be a dollar amount authority decision tree? In other words, can we have certain people be labeled for purchase orders over say $1000, other people for > $5,000, etc.
Cannot connect to SD+ externally
Hi I'm having big problems connecting externally to SD+. We are running a SUSE 9 Enterprise server and SD+ is started, and I can connect to it locally. I was even able to connect over the web for a long time, but since monday it's not work. I've tried to trace back anything that I have changed over the weekend but I can't see what I have done. We have a static IP and i've done all the usual checks. The firewall on SUSE is set to either disabled, or allow SD+ ports but still no luck We do have a stupidly
Feature Request: Linking Requests
I would like to see a feature where we could link or reference requests. We are often in the situation that our IT adds a request that then is dealt with internally. However, this may result in new requests where we have to inform customers / users. What I would like to see is that we could reference/link these new requests with the original problem. (Right now we use a custom field where we type in the request ID) By adding a link (only visible to Technicians) we would be able to easily locate the
Feature Request: Customizable Print / PDF
We still sometimes need to print, file and send reports to customers. It would be nice if we have a customizable print format with the following option. Format: HTML, PDF (should be able to handle double byte char such as Japanese) Options: Include Private Notes (Y/N) Include Public Notes (Y/N) Include Resolution (Y/N) Include History (Y/N) Include Time Spent (Y/N) It would be good if these options can be saved each users preferences.
localization....is it any close?
Hi: I've been expecting the localization of the SD+ for more than 6 months, and the ETA for this specific topic ends in 4 days. Is it almost finished? Will you delay the patch for another month? just asking thanks for taking the time to respond
Enhanced Security
Are there any plans to give security more flexibility? I have supervisors in my MIS Department that need to see all their employees calls and have full control over them, but not another supervisor's employees calls, or other supervisor calls. Are there plans to make a more heirarchial approach to the security? Thanks, Matt Litchfield
Search by request nr
It would be good if you in the system could search an request by request nr and also sort them by number. What we se know is that when a customer call us they refer to the request number something we ar unable to quickly find. When can this issue be solved? A extra column with issue number should sort this out. Regards
Fail to assign technican using free version 5.0.0
We downloaded the free version of servicedesk plus and installed. file size 32.5 MB indicating version 5.0.0 Imported our users from AD. When attempting to change a requestor to a Technician we receive licensing error. The user moves to Technician area but will not assign permissions to be a Technician. Are we able to add a Technician using the free version? To evaluate the product I would hope to get at least one technican to assign requests to. Thanks for your assistance. Kelly
vendor tables
i would like to import my vendor master information from my ERP package. what are the primary vendor tables within SDP? I can find the main ID table (vendordefinition), but can't find the table with the address fields.
Importing contacts into SupportCenter
I had been trying out ServiceDesk and liked many of its features. However I need to support clients with multiple contacts which SupportCenter appears to be designed to support. My problem is that I have about 1000 contacts to import and unlike ServiceDesk, SupportCenter does not have a field mapping in the CSV import to bring in the account number. This leaves me with the undesirable task of editing all 1000 contacts and setting their account information. Can we have the ability to import the account
Restore backup from 5003 to 5008
I have a backup from version 5003 and I need to restore it to a new install of version 5008 but it will not restore using the batch file in version 5008. Can someone help?
Purchasing
can we add Additional Request Field in the Purchase form ?
Resolution for $RequestLink non-link issue?
I reported a week or so ago about $RequestLink not showing up as a real link in notifications going out to customers. It shows up as big blue text, but not as a real link. I didn't recall seeing a response to this. Was this something that was going to be fixed?
Problem after upgrade from 5003 to 5008
Hallo, after upgrade from 5003 to the newest sp 5008 we had the following problems: - requests in Onhold or Closed status can�t change to Open status or from Onhold to the Closed status - ���� are not represented partly greetings Marco
Business Rules
I have created a very simple business rule that states that any call that comes in with category of "Server" should have priority changed to "1.High" and assigned to queue "Hardware Support" This does not seem to be working? No change in priority and no reallocation to a queue? Thanks for any help out there
Fetching asset Details from the Inventory Scan
Hi there, I've observed that a workstation is not treated as an asset by itself. When running a query to check the assets present in the organization, it gives me all the assets that i have entered manually or from Purchase orders. However, It would be nice to have an option available so that from the inventory itself i can add/update my workstations also as an Asset. I hope my point is clear. Regards, Roshan
Problem editing technicians info.
Hey :) I'm having problems editing technicians, when I try, I only get 3 fields to edit: Name, Employee ID and E-mail. Phone is also listed, but there is no field to edit. I should have admin rights, and I recall being able to edit all of the tech's info. We just upgraded to SP8, but the problem was also present before the upgrade. If you have any idea where the problem might be, I would love to hear from you. :) Thanks in advance. Rasmus Jensen.
Auto refresh
Is the an auto refresh of the pages, and time out in SD+ :?:
Problem with MySQL error in event logs
I'm still troubleshooting why we suddenly can't pull mail in, and checked the event logs. I found the following entry several times. I enter it not only because it could be a legitimate error, but because the quoting of the message has a single quote to open a phrase, and a double quote to close a phrase. In programming, such mistakes often lead to problems as code gets absorbed as a quote, when the quoted material should have been contained to a single line or paragraph. (Or in super-admin parlance,
Enhancement request
Would like to be able to export reports to excel format as well as PDF.
'The file that you have specified is not compatible with..'
I do download latest host-fix to our current build number 5001, SDP version 5.0, and follow the instructions from http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002661239amp;sid=72814afa509baddf6c91510bc4e12d4d But when I try to install the host-fix, I received the error: 'The file that you have specified is not compatible with this product'. What should I do? Regards, The i3systems.net Team
Notes
Greeting Is it possible to disable for all technicians possibility to delete notes added by others in request form? (and leave this option only for admin) Regards Bart
SDP performing physical audit of inventory
Hi, We are looking at service desk plus for deployment of SD+ in a school environment. We are really excited about many of the features of SD+ but have some questions about the Inventory management of the package. We want to make a comprehensive audit of all our IT and AV related equipment and enter the information onto an asset tracking DB. We intend to attach bar-coded labels to each asset to speed up auditing of assets. We hope that SD+ may fit the bill. Wherever possible we would like to use
Global View Requests by Technician using incorrect values?
I've just noticed that according to the Global View Requests by Technician, one of my technicians is supposed to have 5 Overdue tasks, but when I click to view them, it only shows 3 of them. I am unable to locate the other 2. This only seems to be the case for that one technician Any ideas why?
Asset Sorting Logic?
What in the world is the logic behind sorting the Asset list Descending by name as opposed to Ascending by name? This doesn't make sense to me. It should be sorted Ascending by name by default and there should be the option to sort by columns in this list and any other list in SD +. We are not able to sort several lists such as Assets, Solutions, Contracts, Purchase Orders, etc. Any list with SD + should have the ability to sort by any column. It's silly to have this in some lists and not all.
Duplicate Assets
Hi all, We have a problem where we are regularly getting duplication of assets from our weekly scans of the domain ... often we fine 8 or 9 copies of computers in the SD database ... obviously this causes lots of issues with asset and software reporting. I have looked around to see if anyone else is having this issue ... but haven't spotted it. This problem has been occurring ever since we started using SD (July 05), and (now that the customized report functionality is improved) I was wanting to
Is SD Scalable?
We are a Nationalized bank with as much as 500 employees. We have planned to purchase this software for about 20-25 technicians. My evaluation with 20-25 users was satisfactory. I dont know if this would scale to 500 users. Before purchase, i want to know if there is anyone using this for such a large customer base. If so, are there any hiccups if more than 100 users try to login at the same time. Do you find the performance to degrade as the software runs for days? Please help me soon. We are to
Automatic Merge via E-mail
Is it possible to update a task via E-mail? For example, can I place the request ID in the subject and it automaticially add it to the conversation of the Request instead of creating a new one? Thanks!
EMail Formatting
Hi Support-Team, is there any way to change/edit the HTML-Sources of the automated Mails to the Requester or are there any plans for future Releases to make this a Function? thanks Florian P.S. You are doing a great Job - SD helps us a lot in Managing our Helpdesk.
BIG problem!!
When im trying to manage topics and create new i realise a big problem. You can't ad more than one topic with the same name even if you use different category, for example we have: application 1, 2 and 3, and would like to ad them all as topics in the solutions bank, all these category need the sub topic manual. And the system fail because "Topic with same name already exists. Please provide different value for Topic Name." Fix?
Asset entry to a Technician
Hi, I noticed that Asset entry options are different for a Technician and for an SDAdmin. The SDAdmin is got the rights to add a new product but a Technician who has been given full control over Inventory in the roles still cant do it. I strongly feel that a Tech cannot be given the role of an SDAdmin. Please look into this issue on Priority. Regards, Roshan
New SDP Featureset/Release Date Inquiry
I noticed in the post about the new features going into the next release that support for MS-SQL servers is going to be there. Here is my question: What tools or methodolgy are you going to provide in order to allow us to safely transfer our DB from MySQL to MS-SQL? Thats a manual export/import job I don't even want to think about. Also, I know it is slated for release in Q2, but is there anyway to be a little more specific? (two weeks? a month?)
feature request
Is the option to close a request from within the add resolution screen going to be included in the next release? I remember asking this before a long time ago, and was told it would be, but would just like further confirmation. Also, when the MSSQL feature is introduced, how will people on MYSQL convert across? I here from some colleagues that this can be messy! cheers Pete
Feature Request - Importing more AD-Data
We are using many AD-Fields i.E. for Phone-Numbers, Office-Locations and Organisation. Can you please add the Feature to import the following Fields from the AD in one of your next Releases ?: - Manager Name - Office Location - Mobile Phone Number thanks Florian
Hide left column
Hi, is there today any possibility to completely hide the left column (search, recent items). It would make the overview much better, now you must scroll to see the whole request line Or if there isn't a possbility to day, could it be in next version?
Purchase Order System adding items
One of our users defined as an Engineer in the system is trying to enter Purchase Orders. When he gets to the part where he needs to add a new product, there is no link available on the screen. I can do this as an administrator but I need for him to do it without being defined as an administrator. He is defined in a group that has full permissions on the Inventory and Purchases. Your documentation doesn't say the person needs to be an administrator for this function. What is wrong? Thanx, Daytona
Notification in desktop
As admin can we setup a notification in desktop if there is a new request incoming so that although admin do not opening web helpdesk....?? thank's
Licensing & improved break down within this area
Hi, Great product, we originally bought this as an asset and licensing tool which has helped us greatly in being able to identify what we have around our network etc. However, will there be improvements made to this area of Service Desk? Ideally, licensing needs to have further break downs and reporting tools; - Some workstations belong to subscription licenses, therefore we would not need to add assets where licensed and would need to be seperate from the generic licensing report. Perhaps this could
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