HotFix to Migrate to 5004
Believe that you all would have been waiting for long for a release update from us. The much awaited time has come. We have released an HotFix to migrate to build 5004. You can download the hotfix from the url http://www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix: 1. Stop ManageEngine ServiceDesk Plus service. 2. Take a backup of existing data using [ServiceDesk-Home]\bin\backupdata.bat (backupdata.sh for Linux installation of SD+ ) 3. Invoke UpdateManager.bat (UpdateManager.sh
2 simple feature requests
#1) When you do a "reply" make the cursor start in the message field instead of having to click in it. #2) when done clicking "send" on a reply or forward have SD close the window and take you back to SD. There is no reason for the "your message has been sent" window that we have to manually close ..
Requester name scrubbing?
We've seeded our SD+ requester info from AD. We've allowed email to be used as a means to initiate a ticket. But we're seeing the name in the header being used as the requester name, which results in our having all kinds of requester names. Short of removing all requester names (is that even possible, since they'll be tied to old tickets?) and reseeding from AD, how does one manipulate the name coming from email? Is it possible to do one of the following? 1) Set up a business rule that says "If the
Creation of pick-list requester fields not seen by requester
I created a pick-list (combo-box) for requesters to fill in called "Locations". But they're not seeing the list of selections I put in to pick from. Justin
"Demotion" of tech isn't reflected on list of tech
In doing testing, I "promoted" a user to a technician via the addition of an admin role (since I had this account's password), and later tried to demote that account back to user status. however, the user still shows up in the list of technicians, even when they no longer have "admin" role assigned to them.
Looking for away to track tech mileage
Looking for away to track techs mileage associated to customers or requesters tried using the Technician - Additional Fields numeric but can find away for the techs to fill in like in the Requester - Additional Fields which adds it to the requesters sheet. Does anyone have a thought about this.
Inconsistent use of stylesheets and hardcoded colours
Hi, We have been working on changing the layout some on SD+ to fit better with our companies graphical profile, since this is a hard centrally controlled policy. This have proved to be a rather easy task, since most of the output is controlled by stylesheets and some images in SD+. However, in particular one place we have run into some problems. If a user logs into SD+, the background for the left column is set with the stylesheet called .leftNavBG for most tabs. But this is not the case for the
Font size is too small
SDP's font size is too small for Chinese Version. In Chinse version,When font size less than 12.It will be illegible,not clear. Customer complain this problem.
BUG: Last technician name held when adding new technician
I was reassigning technicians around, dropping a few, and adding a few. I found when I went to add a new technician, that it filled in a lot of fields with information from the last technician I was working with. I can get out of the technician category altogether, and come back in, and then add a new technician, and nothing gets filled in. However, I don't have a user selection icon (or auto-search capability) like you've added to the Requester field for technicians to fill out. Can that be added?
Time-out feature for license use? Dedicated licenses?
We purchased a 10 license set. We have a need for certain people to always get a license if they try to log in. The current problem is that people can "hold on" to licenses when they log into the ticketing system and not specifically log out. Can there be a time out feature, as well as a priority system? Justin
Setup mail settings for exchange
How do I setup the mail settings for an exchange server?
Dynamic templates for ticket submissions?
I put this in as a reply to someone else's ticket - sorry about that. I'm initiating this as a new request. Reply with quote We have a need for having certain questions asked when getting requests in for various types of tickets. Ideally, I'd like to see that when you select the category for the ticket, the problem description area is populated with a template containing various questions that should be answered for that ticket. Not wanting a form, but having the questions there to be answered by
consolidate mysql server(s)
is it possible to have 1 master mysql server for all the different componets of adventnet products? Opmanager, SD+, Scan, Oputils, Zoho VO, and ScanFI? thank you
Assets
We are a large school and use the P.O system that is available on the AdventNet service desk. I have noticed that when i add a product to a P.O that product is automatically entered in the All Assets database, As we order similar items each week (Printer Toner Cartridges) they are added to the All assets again, so several of the same items are listed with (P.O#1/2) next to the product name. I currently have a Excel List of every Cartridge we have in store, When we run low on a certain type i order
Closed requests get reopened when the user replies
Is anyone else experiencing this issue? We have the notification rule turned on to send an email when the request has been closed. The problem with this is that the user replies to the email just to say thanks and the request is reopened. So you close the request again and the user gets another email saying the request has been closed again. This is redundant as the user has already received an email saying the request has been closed and they become confused. Has anyone else dealt with this and
Restrict opening a request via email to requesters
Can you restrict opening a request via email to only requesters already populated? If someone that is not a requester emails it will add them. I want to block that and I add the verified requesters. Thanks, Phil
Notify Requester on Update & Other features
Noticed that SDP doesn't email an update notification on addition of notes to the ticket. If this is a feature that needs to be added, make sure you notify only on public notes and not on private notes. Also, would be nice to granularly notify for different types of updates. For instance, notify on update sends an email anytime the ticket is assigned to a user but we wouldn't want to notify in that case and probably not when a resolution is added either since they'll very shortly be getting a close
HTTPS login
I can't see that SSL access is available now. Am I wrong?
5005 release date?
Hi, Just wanted to know when the next hotfix for SD+ will be released I know 5004 was just recently released but i was told that 5005 will be released 1 to 2 weeks after 5004. Thank you.
Mysql
i tried the mysql.exe command but it's not working.
Remove tabs
Hi, Is there a way to remove some of the tabs in the heading (where the company logo is in) ? Thanx, Woef.
Request customization
All, Can I remove unwanted fields from "a new request" ? And how to add an additional "user" or "workstation" field which both get their input from the database or active directory ? Greetings, woef.
Bug: Can't see <50 requests after del. mass requests >
We had a huge wad of tickets come in as an email alert when a network went down. I had the viewer open for 50 tickets at a time, and I started deleting 50 at a time. At the time I started doing this, I had gone past the first 50 tickets, so I'm looking at 51-100, with 400+ in the queue. I started deleting them, 50 at a time, and when I cleared the last of them (and I was still at 51, all tickets were gone, but I could not use any of the navigation bars |<< < > >>| as they were all greyed out. I had
bug in build 5006
After installing build 5006 whenever you "forward" an existing request, the existing request you were viewing disappears in the background and you get redirected to a "new request" page.
Functionality Questions
Good Evening, I am sourcing a ticketing/asset management/billing/contract management solution for my small IT Consulting company. As such I need the software we purchase to meet many needs at once. I think this product provides for the catagories I listed but I have a few questions: 1) can I organize assets by client company and import the details from the current excel spreadsheets that contain all the system info for each client. 2) when creating a ticket for a support request is the product intelegent
Task manager shows Java.exe running at 100% CPU Utilization
At certain times, we see task manager showing java.exe using 100% CPU utilization. Of course, this is the reason the server starts slowing down and technicians have trouble setting up/viewing tickets. Is there something that can be done about this? Thank you.
Domain scan
We're testing ServiceDesk with 2 domeins through a ISA firewall. Layout : SD | ISA Firewall | | Domain 1 Domain 2 If we place the ServiceDesk server in domain1 we can scan that domain, but not domain2 and viceversa. We already reconfigured the DCOM and the firewalls of the clients are disabled. We can see the listing of the active directory but cannot scan the workstations. Does anyone know a solution for this problem?
Very important feature Request
Hi there, i would like to request some features which are very important for us: If you use the "Forward-Function" in a Request to send something i.e. to a Person which is not involved into the Ticket or to request a approval from a Director this will be not logged in the Conversation History. Also it would helps a lot if you make the User-List avaiable in the Forward-Window to select one or more Users. Are there any Plans to integrate a Holiday-Calendar for each Technican including a substitute-function?
Assigning of Call
Hello - Whenever a call is raised and passed directly to a technician during the inital logging process, the Queue is left blank. Is there anyway to make sure the queue is changed to the Queue the technician is a member of? I ask because if a call is placed in a queue and that person is away on hols for a week, then the rest of the team members will not know it is there. Thanks Pete
What is the purpose of this menu? And a Bug
When going to HOME, and the tab is set to "Global View", not "My View", I see in the column titled Open, with the number of tickets I have assigned to me. When I select that ticket (there's only one during my testing so far), I get brought to a screen that shows a filter set to "Open Requests", and showing 0 of 0, even though I had 1 open ticket on the previous screen. Furthermore, I see a number of empty boxes under the various column titles, with what appears to be a bug with some of the boxes
While following different bug, more of my tickets don't show
I was in the process of demonstrating a different bug, and found that two tickets I just submitted don't show up in the expected places. I've included screen shots below. Another tech here thinks it might be due to my submitting it as a requester and looking at this as a requester, but the software is looking at it as a technician. So there might be TWO interpretations on "My Open Tickets" I don't show up in the list of requesters when I search for it. (Maybe a separate bug altogether as well?) In
requester role?
i'm trying the program now, looks great! Is it possible to create viewing requesters only? you can add a role to technicians but why not to requesters?
Can graphics be embedded in notification emails?
I'd like to be able to put a graphic into the notification emails that go out (ie, a ticket is closed, or is being escalated, etc.) How can we embed the graphics? Can we put some kind of html code that references some directory where we keep graphics? What is the directory path for it? But maybe a more "user friendly" method would be nice? Thanks, Justin
resizing boxes
Is it possible to re-size the categories and add time entry screens? cheers Pete
Expired Contracts in SD
When a contract is renewed it still shows as expired on the system. Yes this is true it has expired but should'nt the fact that it has been renewed negate the expiry messages. How can I show the contracts as renewed, or not show as expired. If I remove the original contract the renewed contract is also removed. Damian
Reports
Hi I`m wondering when will be fixed issue with summary reports? There is also an issue in custom reports, i can`t set more then one criteria in matrix report because when i do that it display dashes or 0. Regards Bart
Business Rules not working in SD+ Build 5004
We can't get any busines rules to work at all. We have setup one very simple test Business Rule that goes like this. Move all new requests with level = "1" to a queue called "new requests" In the request form organiser i made the default level=1 so all new request that come in have the matching level and our test rule but no requests are being placed in the new requests queue.. please help asap. regards - glen schaefer PS: this forum won't let me login and i can't create a new account.
Business Rules Not working in build 5004
We can't get any business rules to work via email or web form requests We have setup a very simple test rule that goes like this: move all requests with level = 1 to the queue called "new requests" we made the default level = 1 using the requrest form organiser. however no requests get moved to the queue "new requests" we need to get the business rules working asap. regards - glen schaefer
Announcements board
Hi Is it possible to add new functionality to "notification rules" that permits sending notifications to technicians about new announcement on board ?
Language support
Hi, Do you support other languages (french and dutch), if yes, you get a new customer :-)
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