Create New Request against an Asset
In the future (or sooner) will it be possible to create a request against an Asset? In our company we have quite a few assests that we need to replace consumables in. It would be nice if we could create a request against a printer for example. We can then keep track of how many times we've had to change something in that printer. This would also be the case with things like Projectors (and their bulbs and filters). Will this be possible?
Windows Server and MYSQL
We have evaluated this product and have decided to go ahead and move forward with it and will be purchasing it today. My question to you is can this be installed using MYSQL on a Windows 2003 server as opposed to using Microsoft SQL. I see that the Linux version runs MYSQL so the db type must be compatible... but is it on a windows machine.. Also, if not, is it possible to run the front end to run on 1 server and have the MS SQL running on a seperate server. Basically what I want is to have a SQL
Solutons Database
Is there any way to import the call categorys in the solutions database? I want to mirror the headings, but cannot be bothered to type them all out!
Initializing Service Desk / Database Maintenance
Whe have used a test installation for a few weeks and are about to enable it with a license key. A) Is there a way to delete all requests, solutions, attachements etc. without deleting the configuration information. We would like to set the request counter to 0. B) Is there a way to remove old data, lets say requests that are older than 2 years? I can imagine that after a while we want to clean up.
Disabling Update of MyDetails for Requester
Is there a way to disable or prevent requesters from updating their own information? We have implemented a few business rules, escalations that use Email, Name etc. and dont want users to change that. I think there should be an option for each user when you setup the requesters.
Custom Reporting
I would like to see the closed date as showing up as a filter on the custom reports. Is there a way to do this....
Closing calls
Hi I am currently testing service desk and have a couple of questions. when logging, and closing calls do we have the ability for mandatory fields? Also I am running the unlimited time demo that only allows you to have one Admin technician login. Within this login you can delete and close tasks without inputting any details..??? can you do this in all technician logins or is this only if you grant them Administrator rights...??? Thanks
"Requests by Technican"-Dashboard has wrong select
I have a Problem while using the "Requests by Technican"-Dashboard on the Home-Screen. Please see attachment for some screenshots.
ServiceDesk suported languages
Is there posibility to translate requester pages to other language by own? (If there is some aplication dictionary where we only add equivalent words in our language) FK
Servicedesk inventory scanning across multiple domains
Hi, Currently the only way that I can get servicedesk to scan machines across multiple domains is to propagate the hosts file with the hostnames of all machines that require scanning. i.e. servicedesk server on domain A and machines to be scanned on domain B without propagating the hosts file, this fails as the fully qualified domain name isn't being returned. Propagating the hosts file is, I suppose, a "quick fix" but isn't a viable solution within a DHCP scoped environment. Could you please tell
Change network card (IP Address) after installed Helpdesk+
Dear Sir or Madam: After installed Heldesk Plus / OpManager, we need to change IP address (we have 2 Network card for 2 different networks), could you pls tell us how to do that, instead of removing and re-install software with disable one network card before installing? (for example: current network card that application get is 192.168.0.1, and we want to change IP to 192.168.1.1, port 8080 or 9090) Thanks, - The i3systems.net team
Installation SuSE 9.2
Starting SD+ with "sh run.sh" gives me this out put: ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/ServiceDesk JAVA: /root/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
i want to add notes field to show when i generate a report
i want to AddNotes option to show when i generate a Custom Report. i need to have a addnotes column,added on Columns to Display report example: Title Technician Notes
Assign to Queue if Technician on holiday
I would like to see a Technician holiday calendar implemented with the option that if a Request is assigned to a technician on holiday the request is pushed back into a queue.
Request Filter Defaults to 'My Open Requests'
I asked about this feature months ago. We are still using build 5003. Has it been added since then?
Created date always gets dic 31, 1969 18:00
Do somebone can help on this? When Edit a Request and change the created date to a different one, the field gets always the value dic 31, 1969 18:00 no matter what you set on calendar. Thanks!
Request of Item to be Incorporated into ServiceDesk
One the features that we would like to see incorporated into ServiceDesk is when sending an e-mail to the requester, after the call has been assigned to a technician, that it use the technicians e-mail address instead of the helpdesk e-mail. Thank you for your consideration.
Hide Support Section (Module) from Techicians
Is it possible to add the Support Section to the Role definition so that we can give explicit access to that to users. We only want a few selected people accessing that section.
Solutions: hide topic from requestor
We would like the feature to hide categories/topics from requestors, even technicians that are unrelated to the queue. For example, an oracle admin and end user support staff would not need the same access. Some information may be confidental and should only be accessible by those who need it.
notify requester of technician(s) servicing their request
We would like to configure a rule to notify the requester of the current technician or technicians that are servicing their case. I have been able to setup a rule that works for individual technicians, but when a request is in a queue we would like to list all the technicians that service the queue. Is this possible?
Closing calls
Hi I am currently testing service desk and have a couple of questions. when logging, and closing calls do we have the ability for mandatory fields? Also I am running the unlimited time demo that only allows you to have one Admin technician login. Within this login you can delete and close tasks without inputting any details..??? can you do this in all technician logins or is this only if you grant them Administrator rights...??? Thanks Martin... :twisted:
Switch requester
I tried to switch the request to a different requester. it lets you change the name but when you save it goes back to the original requester. How can you fix this?
Layout changes in 5006
In the latest hotfix, 5006, the layout for the "My Tasks"-frame and the "Announcements"-frame changed to use plain text instead of the images used previously. I can understand the reasoning behind it, that the page will load a tad quicker with less images, however it's not quite as noticable that these two frames aren't part of the helpdesk/issue management, but rather extra information. The announcement-box now blends in with all the other boxes and will not draw the users attention any more. This
Update from 5001 to 5007/5008
When attempting to update build 5001 to 5007 with hotfix, and with ManageEngine shut down in services, I get the following message: "The file you have specified is not compatible with this product". When I restart the ManageEngine is says ServiceDesk version 4. Any ideas which way to go from here. Thanks for the help!
Form Labels
I would like to know if i can change the labels on any of the request forms from English to Arabic. so Arabic users can understand, and fill in the required files :?:
SD+ Data Migration
I have a customer for whom I will be installing SD+ However I already have their data in my installation - I would like to be able to export the data from my install and import it into their new install - is this possible? Will a back up and restore work? Let me know. TB
Reporting
Hello - Is it possible to have details of all the tables used for the Inventory please? Also include the relationships between them. I need to run some reports in crystal for the details held in the inventory. thanks Pete
Deleting Notes
Hi, I noticed that there is no confirmation for deleting notes. could you please check and add this to the next release.
Feature Request for Announcements
Hi, we often receive announcements from designated emails from our partners, branch or headoffice. It would be great if we could create a business rules that enter these announcements to the system. Basically I would like to see that we can setup a business rule the following way. Conditions: - if email contains, subject contains, body contains etc. - Set subject to Announcement Title OR Use special Key for Announcement titel in Body - Set Announcement content to Email Body - Allow to specify Announcement
Odd output in "edit ticket" screen
I clicked the "Edit Ticket" link and was shown a window very similar to a "Create Ticket" window. Clicking on the History Tab, I see the following screen capture output, which I think is probably a bit too much for inclusion into the history, and maybe an after-effect of a debugging mode. Justin
Email to Request
Can anyone tell me how to convert the emails sent to Help Desk into trouble tickets. I was able to successfully setup the incoming mail server settings and turn on fetching. But where do you pull in the emails to say make this one a ticket and not that one??? Thanks, New ServiceDesk Plus Administrator
Forms
Dear Sir, I would like to know can i make my own forms in SD. :D
Support Call 29013
Do you have any update on support call ref 29013 ? I need my system working again by this evening; Service Desk currently crashes whenever anyone tries to save/open/amend/create anything, the java.exe goes to 100% CPU and the response times are unworkable. I have been in contact via email with the support department, but have sent two emails asking for an update and have not received any reply! Perhaps someone could please reply ASAP. Regards, Peter
Reset of request additional date/time filed.
Hello support! Where is a problem when adding custom date/time request field. After request field is filled with new date and then viewed in request view it than resets to 1 Jan 1970. Date entry is lost. It is experienced in 5006 Hotfix of SD+ on Windows XP SP2. Regards, Andrew.
Error in Reporting-Module, Time spent Reports
I have an Error in the Time spent Reports as seen in attached Documents. This Function is very important to us because we want to use it for external Consultants to document their working-times. Can you please Check this issue? thanks Florian
All Components list not in Alpha Order
Am I missing something? In Inventory-View Assets-All assets the all components list is not in alphabetical order. Can it be fixed? I really do not feel like starting over. Version : 5.0.0 Build Number : 5007
Questions About Features
I am about to evaluate Service Desk and have a couple of questions those who have been using it may be able to help me with. Is there a mechanism to track all the calls/repairs by pc as well as by the user? Also, is there a Library feature? A way to track assets that are loaned out? Track who has it, when is it due back etc. Thanks in advance.
recycle bin
Are their any plans to create a recycle bin? Occassionally a tech will accidently delete an item. Currently when this happens we have no method for recover
user seeing an error for each ticket on request screen
I had a user demonstrate the ServiceDesk software, and he clicked on Requests and for each ticket that he had in the queue (5), an error popped up. It's minor, but a coding error and we have users that are about to start using it. He was using Internet explorer, and because he's a web developer, he has errors pop up, where most users might see something at the bottom of their screen. Attachment seen below. Justin
Import Non-Windows Devices as Workstations?
Hello, I am currently evaluating ServiceDesk Plus 5 (5004) and would like to be able to import my Sun, AIX and HP Unix servers into the workstation view of the application. I know I can import a CSV file for Assets, but I'd like to take advantage of the pre-defined fields in the Workstation view. I am relatively familiar w/ MySQL & SQL code & am willing to build an interface to make this work, but I need some help in understanding exactly how the application constructs the insert query. Any help
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