ASSETS & ASSET REPORTS
As i saw i am not the only one in the forum who is unhappy with the asset management and asset reporting (aka invertory reporting) ... ... i hope someone can help me out with this: Assets 1. right now i have 7.000 assets in the system whih i need to assign to 2.000 i need to assign to workstations and 5.000 to departments (or to a virtual user) 2. later on i would like to see how many of the different assets are assigned to this department/user/workstation (without having to count them) an option
Service Desk - Run on Windows Server 2003 Web Edition
Hi, Our Infrastructure Manager wants to know if Service Desk will run on Windows Server 2003 Web Edition as this could save us some money. Also, are there any plans to release a 64-bit version of Service desk running on Windows Server? Thanks,
Viewing Requests
Hi! Is it possible to view/see all technicians request, those how is alredy assigned to him as well as his queues request. I'm not interested in Closed requests. Thanks! /Meli
Is there a Library Function for Assets I am missing?
Hi All, I love the product, however, I can't seem to find the function I am looking for. I need to be able to "Check Out" assets to employees. I also need to "Check In" assets when they are returned. Example: A salesman is sent to a conference. They need to borrow a laptop for the trip. I check out the laptop (specify date out, expected due back date) asset. The conference is over. The salesman returns. I am handed the laptop back and then "check in" the asset in ServiceDesk. Am I being thick? Isn't
Japanese Support
Is there a plan to localize the system to Japanese ?
Questions about Eval System
Greetings, We have started playing with the Eval Edition of ServiceDesk Plus and we have come up with a batch of questions. 1. In the PO System, is there any way to use fractional quantities? We would use this for recording Labor among other things (ie. 2.5 Hours @ $115.00/Hr). 2. While receiving shipments under a given PO, can we receive partial shipments? We would need to be able to receive items as individual line items, or partial quantity of a line item. 3. Can the system accomodate adding products
Problem with New Request
Dear Everyone, Having this problem with this feature adding New Request. This is one of the problems I'm facing. When I create a new request, is it possible to populate the fields (See attachment) when i enter say ie: Asset Tag? (I have created a new field called Asset Tag) My aim is to enter a Asset Tag and information (those in red boxes) on the Asset will pop out in the New Request form. Any advise will be much appreciated. Many Thanks in advance. law
database schema - work order assigned to
Hi - I'm trying to create a custom report. I have a copy of the work order tables schema but can't find the tables/fields/joins necessary to determine who a work order is assigned to. Can you help? Thanks
Changing the status using Business Rule still not working
Build 5004 release notes mentioned that: Changing the status of a request using Business Rule was not working. Now it has been fixed. This is still not working. Please fix.
Arabic Support
Is Service Desk Puls Arabic Support :?:
Request View
Is there any way to be able add a column on the Requests view so I can see which queue they have been assigned to? Would be very handy to see quicly which calls belong to which queue. Have looked in the customise colomn area, but cannot see an option for it. thansk Pete
servicedesk error
For some reason, we got the following error in our application log. Then both SD and OpManager stopped working. Restarting servicedesk was fine, but not OpManager - we had to reboot the server and now everything is working normally. Category: wrapper ID: 100 "There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." Then another error: "There may be a configuration problem: please check the logs." it happened again then MySQL shutdown. Any ideas?
Overdue requests w/ no SLA's ?
We have removed all the default SLA's and have 1 custom created SLA for a request within a specific category. However, all requests still come up as overdue within a few hours no matter what the category is set to. How can I make it so only requests related to that one SLA is ever shown as overdue. Also, the Due By Date in all the requests is blank - so I know its not that.
Login Problem
When ever i perform any task, my service desk ask for a username/password. After login again my prerequest is deleted. Kindly help me. Raza Abbas
Category vs. Queue for technician assignment? Round Robin?
I see that the Category and Queue capabilities include the assignment of a technician(s) to be members of the respective Categories/Queue's. Is there any kind of conflict that occurs with a new request that comes in and is assigned a default category, but you want to put it into a queue instead? Or vice/versa? I guess I'm trying to understand what the benefits are one way or the other as you can create Categories or Queue's with whatever names you want. Additionally, the documents don't say anything
Problem with purchase order process - step 2
I'm trying to test out the purchase order portion of ServiceDesk Plus, and have hit a problem that I don't understand the nature of the error for. I've entered in the necessary data for step 1, clicked Save and Proceed to Add Items. I get a new window, and a popup window. In the popup window I'm asked for the Product Name (I entered Treo 650) I'm then asked for Product Type (and not seeing anything totally appropriate, pick Keyboard) I entered in 300 for the dollar amount (no "$" included), and hit
Servicedesk plus Full Database schema
Hello, Could you please send me the full database schema of Servicedesk plus. I have to create inventory report via Crystal report. Thanks. rgds
Adding asset lists for requestors
I want my requesters to see the assets that they have allocated to them when they log service call jobs. Can this be done?
FAILURE : Error while saving the Technician Details
Hi Forum, if we try to alter the roles of one technician the following error message is displayed: FAILURE : Error while saving the Technician Details. Please report the problem to the system administrator, with the Error Code - 1.143.556.807.981 Our ServiceDesk runs on Windows2003. Could anyone provide me some support? Thanks in advance and kind Regard Michael
Does past AdventNet advice violate security stds?
I asked a question earlier this week which has gone unanswered, pertaining to the scanning of a network for asset tracking, when you have a firewall from XP in place. I asked about what particular ports and numbers I should open up to allow for such scanning. I found several references for solving this type of problem going back to this article: http://forums.manageengine.com/viewtopic.php?t= That article is summarized by saying that you should open DCOM on workstations. In 2003, the Blaster Worm
Scanned Software + Licenses
Just how does Service Desk discover what software is installed on a machine? I ask because whilst implementing this software with a view to audit our installed software, we have come across lots of software that does not appear to be listed on the machine's Add/Remove Progs but is on the SD scanned list against that machine. Google searches on some software is too vague and without getting to the software on the machine we cannot be certain of what it is?
Show when a ticket is updated
I know that the technician can see when a ticket is updated, but as a manager, I would like to be able to scan the Requests List and have the items bolded when a note is added, so that I know to go in and see what the technician wrote. As it is now, I have to manually go in and out of tickets all day long to stay on top of updates by my technicians. Thanks, Matt
HTML Requests
Hi, We use SD version 5 Build 5003. When our users send emails to our help desk it goes straight in to the open requests queue. The problem we are seeing is that a lot of our users send emails as HTML which does not come out right in SD, is there a fix for this? I understand that Build 5004 is out but this seems to have a lot of bugs in it as well. Zahir
Fix requested: Topic entry CR/LF suppressed in solution seek
I entered a topic to be searched, and noticed that when searching for it, the output format seems to suppress CR/LF's (or CR's) Can this be tweaked to properly show the formatting? It's running separate lines together. Or am I supposed to use HTML coding? Justin
summary reports
I was hoping to get a report that would show me the total number of requests completed by each technician for the period. The only report I can find is "Requests Completed Summary by Date by Technician" which is almost what I want but it doesn't roll up the period into a grand total. Does this type of summary report exist?
Business Rule Problem
I have a two levels setup on my system, 'Incident' and 'Service Request' there are also 4 priorities setup, 'Sev1', 'Sev2', 'Sev3' and 'Not Required'. I have created a business rule that states when a call is logged with a level of 'Service Request' it should automatically change the priority to 'Not Required' The aim of this is to pick up on human errors of forgetting to change the priority. after creating some test calls, ServiceDesk is not actioning this rule and i cannot work out why???? please
contract renewed mail = bad formatting since SP4
hy everybody, last week i installed SP4 for ServiceDesk5. when i renewed a contract and save and mail the change to an user then i become follow bad formatting mail: why? Contract ID 3003 renewed and the new Contract ID is 3004 New Contract Details : Contract ID : 3004 Vendor Name : dummy Contract Name : test1 renewed Active From : 30-Mar-2006 Active Till : 31-Mar-2006 Maintenance Cost : 0.0 Status : Active Support Details : test Description : tet Old Contract Details : Contract ID : 3003 Vendor
Unable options
Could the administrator disable options like asset management?
Changes to email interface
I'd like to see a few minor changes to the email interface. For example, When I reply to a person who posted a task.... 1. It would be great to have the cursor automatically appear in the top-left position of the BODY, so I can just start typing. Now, I have to manually select where I am going to begin my message, before I can begin typing. 2. When I SEND the email, it would be equally great to just have the window close after sending it. Currently, you have to manually close the window after the
Remove local authentication option
how to remove the local authentication option for the self service users or even for everyone is that's not possible ?? regards - glen schaefer
Sending E-mail To Requesters
Ok, I'm in the process of configuring our ServiceDesk Plus application and my boss originally was the one that set it up and configured the mail settings, importing the requesters using Active Directory, etc. So, my question is...how do I send an e-mail to all requesters on the system once we're ready for them to use it for the first time? The Admin Guide tells you how to do this if you're creating a new requester, but I want to know how to do this if they are all already created and maybe the initial
hyperlinks in the emails
Hello - the hyperlinks to the support calls in the notification emails do not work? will not let us clikc on them??? have tried various different mail formats, but no joy.. anyone come across this b4? cheers P
Reporting Question
Hello - The company I work for is split into three business areas and I need to be able to report how many calls etc.. are logged by each group. Our Active Directory info for each user has a field that defines the business area they work for. what I need to know is can I run a report that will drill down into this data? I will be using crystal reports to query the database, but cannot see how I would drill down into this data. The only work around I can think of would be to have an additional field
Where are my requests?
Where are my requests? ... Not the requests that are assigned to me but those requests that I have created. Where can I, as a technician, see the requests that I have created in the service desk. Requesters have this functionality so why don't technicians. Maybe we do but I can't see it. Help!
Busines rules
Hello there - does anyone know if it is possible to create a business rule against a queue? thanks Pete
Delete Request
Hello, whenever a request is deleted, does that totally remove it from the database? and as a result stop it from being included in reports? Just been playing around with the package and noticed that is function could be quite deadly if someone deletes a request in error.. cheers Pete
Can business rules be set to DELETE a ticket automatically?
I apologize if this shows up twice - I submitted the first one as guest. We send out company wide emails detailing a new build for our internal software, which are sent from our help desk account. Many people have auto read-receipt turned on (or do so manually), and many others delete it without reviewing the email. These two actions generate LOTS of email back to us. I've tried to find a way to set a business rule to delete mails with certain strings in the subject line, but all it allows me to
Holidays
Is there anyway of adding holidays by using to and from days instead of specific days. We are a school and have many school holidays eg the 7week summer holiday that the helpdesk will be offline. Thanks
Requests assigned to queue and technician
Is it possible to assign a request to a queue and a technician ? This would be very helpful for a manager to monitor the requests and the tech who's taking care of it.
receiving multiple emails from our support email address
Hi Can anyone advise me, as I am currently having email problems with our ManageEngine Service desk plus. We are receiving large quantities of emails from our support email address which has been entered into the mail settings on the service desk plus. Regards Scott (new user)
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