Backup servicedesk
Standard backup batch "AdventNet\ME\ServiceDesk\bin\backUpData.bat" takes up to 20 hours to complete. (database is +/_ 1,2 gb) What am i doing wrong? -There is no error -Servicedesk is on windows 2003 server -service pack 5008 workaround is 'net stop servicedesk' and xcopy of the complete folder. (takes aprox. 3 minutes)
Feature Requests - Search Resolutions and Edit Notes
Currently we have no option to edit notes created. This is a very important feature and really needs to be added. We are not able to search resolutions without adding them to Solutions. I want to be able to search the resolutions associated with a request. This is very important as not all resolutions will be added to the solutions. We should be able to search any part of the request.
Business Rules: routing ticket by location of user
Our current routing system for our company goes like this: Ticket entered into SD+ -> Basic Triage by Service Desk Personnel -> Manual routing by Service Desk Tech to Proper Site Queue -> Site Tech Triage/Support and possible closure -> Possible Routing back to Tier 3 Server/Desktop support for enterprise issues. -> Incident Closure Our company routes calls for service based upon the location for preliminary triage. For example: Users in Los Angeles will submit tickets that should be routed to LA
Formatting Solutions
Is it possible to format the text when I create a Solution? I was to make bulleted lists, but I'm finding no option to do so.
Time taken for each ticket.
Hello, When ever I create a ticket the due date is always approx 24 hours or less. Is there a way to set it for 3 Days perhaps? Thanks
Feature Request: Option to not send emails
We often enter support calls into SD+ that are simple questions or requests that are resolved during the call. However, when the technician enters the request into SD+ and then enters the resolution it sends 2 email notifications to the client for a request that has already been completed and closed. If we had SD+ set to email them when a request is closed it would send 3 emails. There should be an option or checkbox on the request entry page to disable email notifications on a "per request" basis
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
Automatic resolutions w/ attachments
I have my own pre-defined resolutions saved in the solutions database. However, when I search through and find the one that I am looking for, the resolution does not show up on the reply email automatically. I have to cut and paste it. Is there a way to have it automatically come up in the reply email? Also, is there a way to have an attached file, which has been attached to a resolution, automatically show up as well?
Holidays not region specific
We have holidays listed which affect the SLA time, but the holidays are not discriminating on when they should be applied by country. For instance, today is Portugal's Independence Day, and the folks there are on holiday. But the holiday setup doesn't allow for the application of Portugal related holidays to be applied only for them, and our US holidays likewise can't be uniquely applied to US sites only. Can we have a way to one or more sites to apply a holiday to? thanks, Justin
Resolutions
Could you please include a feature that allows technicians to enter the time spent when entering their resolutions. And allows can you please confirm that technicians will be able to close requests from within the enter resolution screen. thanks Peter
problem importing from other database
Hi, We are trying to importdata from our current crm system (MS-SQL) into sd+ but are now having problems. I managed to import requesters and departments and everything is looking good in the webinterface. However when i try to create a new requester or technicain sd+ tells me that the username already exists when it don't. I imported key values and information into: aaausercontactinfo, aaacontactinfo, aaauser, sduser and userdepartment. Have i missed something? My gues is that sd+ tries to create
Minor display bug in notification edits
Here's a small bug (double help card shown) associated with going into the notification edits window:
contract notifications
One of our technicians left the company. I removed him from the "Users - Technicians" list but he was still listed as a user to be notified upon contract expiration. Does that sound like a bug? Dave
FAILURE :Category is being used by a module. Hence cannot...
Hi, When I want to delete a category, I get following error : FAILURE :Category is being used by a module. Hence cannot delete it. How to find which module is using this category ? Greetz, Woef.
Auto Reply emails re-opening tickets
When we closed a particular ticket yesterday, we received an auto-reply stating that the person was out of the office. Because it came back to the same address that we use for our email generated tickets, a new ticket was opened. if we close that, it does it again causing a never ending loop unless their auto reply is turned off. Is there a way around this? should our 'reply to' address be different than our work order email address? Not sure how to handle this one. Scott
Feature Request: Adding Attachments
I would like to see the following feature implented: Currently we cant add attachments to Notes. The only place is in the Request body. However, during discussions we may want / need to attach additional information to the request which may or may not be displayed to Requesters.
Change Requester
Hi Support-Team, is it possible to change the Requester? I have tried it but it seems not working. thanks Florian
Inventory
After looking for a new package I have found SD+ and seem to like it, however the inventory function does not seem to work. I have followed all of the information that I can find in the forrums, none of which has worked. If I can not resolve this I will no longer be looking at this software. This should already have been fixed with a resolution that is a sticky or just plain fixed in the software. I can not believe that people are willing to search through these forums add post questions like this
Would it corrupt the DB if attachment dirs are deleted?
In the recent discussions about the time it takes to do a backup, there was a mention about the size of attachments, etc. Would it cause a corruption or loss of referential integrity if we were to delete the older attachments from the directories? We get lots of screen captures, sent in .bmp format, and each takes > 1MB. Can we delete C:\AdventNet\ME\ServiceDesk\fileAttachments\Request\[MMMYYYY]\[Request_Number] and have the database still work fine? It all depends on whether there is an interactive
Multiple Network settings
Hello everyone! I'm sure this is a simple question but I've looked everywhere and can't find the answer. Maybe I'm not explaining correctly but here goes. When you scan a computer that has two or more network cards in it, Service Desk Plus picks up both cards. When you go to edit the workstation though, you can't edit the second card, it shows up as gray. Say I want to make a manual change on the information listed. How can this be done? Here's an attachment below. Thanks. Eric
SD+ do not autostart after reboot computer
SD+ do not autostart automatically after reboot windows 2003. Manually, by using "Start->Programs->SDP_Folder->ServiceDesk Server", SD+ starting without problems. OS - Windows Server 2003 with SP1 SD+ installed in d:\servicedeskplus\servicedesk\ directory SD+ version 5.0.0.3 (can't upgrade, waiting for internationalization version ) if i am try start server by "services->ManageEngine ServiceDesk 4>Start" - SD+ do not start. By using any other scripts in bin directory (run.bat, sd_service -t, sd_service
Feature Request: Add Reports View to Roles
Currently only Administrators have access to the Reports. However I would like this be configurable as part of a Role. - Admin only should be allowed to Create Reports. - Technician should be able to see reports either ALL, Assigned to Queue or Own or only Own (same as defined in roles).
URGENT Feature request - Importting Asset data
we urgently need to be able to import our lease details for our assets. Currently the CSV asset import does NOT allow the import of the lease start and lease end date. this is an urgent request as we need to be able to import this data from our lease spreadsheet asap. regards - glen
Multi Customers
It's possible to customize the SDP to handle tickets for more than one company? We are a consulting firm and we intend to use the SDP as our ticket control sw. It's possible? How to? Tks. Leo
Handling different domains
Is there a way of assigning all the requests from users in one domain to a special technician and requests from users in a different domain to other technicians? Regards Stefan
Adding a new product
The action of adding a new product can only be done by an admin. I created a role call assets for handling purchasing , assets, and contracts. But the thing I found out that the role can't add a new product. The product had to be pre-entered, to complete the entry of the purchase request. I hope that you can solve this problem!
Importing of Mac workstation data
I am currently testing ServiceDesk Plus for use in an environment consisting of Windows and Mac workstations. Since the domain/network scan capabilities currently only support Windows and Linux systems, is there a way to import the Mac workstation information? I have imported the workstations as assets using the output from a Remote Desktop system overview report, but there doesn't appear to be a similar import function for workstations. Is there a method or workaround for achieving this? Thanks
Further warnings for Contract expirations?
I will soon be going into configuring the contracts, etc. I noticed that the contract expirations are set for some time in the past, or for 7 or 30 days in the future. We have sizeable contracts involving phones or other services that require a lengthy review and/or migration period. Can you put customizeable warning periods for each contract and allow for lengthier contract filtering periods? We're talking 9+ months for some of of our contracts. 30 days just doesn't cut it for us. Justin
Feature Request: Return Email Address
I would like to be able to define a return email address for requests that are sent out. In the mail preferences we should be able to set a default return email address. In the Mail Forward / Reply we should be able to set a return email address. (if not set, then the default should be taken)
Feature request: Reload of Home MyView/Global View
I would like to see a reload timer similar to that of the request list for the Home MyView/GlobalView pages. I believe that should be part of the users profile. In general it would make sense to create a MyProfile Tab that includes all these settings, including password change etc.
Feature request
I would like to see more sorting options in the requests view and in the solutions view. There are no sorting options in the solutions view. I would like to be able to sort by one column and then another (ie. sort by requestor name and then by assigned to).
Feature Request
I have noticed in one of the latest Builds that when a requestor's name is entered in the New Request screen, Service Desk resolves the name in a floating box below. If you click on the name it does not populate all the fields (telephone etc...) Could it be included to let these fields be populated when the name is click on. Hope it makes sense. Thanks Peter
Default Domain
Is there any way to set a default domain so the users will not have to select which domain to login to?
Features to consider
1. Are there any plans to include Spell Check in �Description area of �New Request� 2. We would like to monitor usage of the product determining who / when technicians login to the SD+. 3. We would love to have the ability to create a report that shows �Created by� information with the name of the Help Desk Analyst. (This would allow us to track how many calls our analysts are receiving.) 4. Are there any plans to add a history table to include auditing information for any changes made within the
Feature Request
Is it possible to include the Resolution-Field in the Search-Funktion also if they are not published in the Solutions-DB ? If the Technican write's something about an asset or other equipment-parts i want this informations searchable but not published in the Solutions-DB. This would be very helpful for us. thanks Florian
Localization in different languages Considerations
Is it possible you publish the specifications of the Resource Files used to localize ServiceDesk into different languages. I believe we should make this public and allow users to contribute i.e. provide a translation which then can be imported into Service Desk. Here are a few things I would see necessary. 1: Give Technichian and Requester an option in My Detail to select a Language (locale) i.e. en, de, ja etc. 2: name the property files using the locale in its name. e.g. ApplicationResources_en.properties
Why Requester cannot Delete or Close its one Request?
thank you!
Where do you define a default SLA?
The documentation states that a Priority is NOT the same as a Service Level Agreement (SLA). The default Priorities can be set in the request form. But where is the default SLA level set? I'm looking on the SLA configuration page, but not seeing where it's by default set to 4 hours. I have four SLA's, High, Medium, Normal, Low and they are organized in that order. There are no rules as of yet applied to any of these rules. The priority is user selectable, and technician changeable. But that's a priority,
Notify user when notes are added
Is it currently possible to have the requester receive a e-mail when notes are added to a request. I do see that I can check the box for show this notes to requester also. This seems to only allow them to see it only when logged into the website to view status. Is this possible or will it be available soon as my users don't log into the website to check status. I would like to just check the box and a email go out to the with the notes. Thanks
Groups of technicians
I currently have 5 technicians in my SD+. 1 director, 2 engineers, 2 help desk. Is there a way to group the 2 help desk people together so that when a ticket comes in to a specific topic it gets routed to the group and comes up on both help desk user's "My Open Tickets" screen? This would be greatly beneficial if one help desk person is busy, or if they are off for the day. Thank you.
Next Page
