E-mailing user
When picking the users e-mail form the request screen, it creates the e-mail template but does not populate it with the users name in the To field? the e-mail is correct and is internal Any help out there for this?
How to Limit Domains to Log on to?
SD locates other domains and Workgroups on the network than the two domains I manage. Also, I have implemented AD authentication for users to access the SD web portal. My question is: How can I limit the domains/workgroups that the users have see in the "Log on to" drop down menu when they log into the SD web portal? Currently, I delete the other domains and workgroups when they appear in the Domains list but they keep reappearing.
SupportCenter Vs. ServiceDesk
I am looking at purchasing either SupportCenter or ServiceDesk and I have a couple questions. 1. It looks like ServiceDesk is the same application just with additional features as SupportCenter is this correct? 2. If this is the case, why are they both priced the same? 3. Is it possible to purchase a 2 technician version of SupportCenter as is available for ServiceDesk? 4. Are both products going to receive continued development from AdvantNet or is one going to replace the other? 5. I am looking
Notes
A client has requested that she would like to see the note added to a call without opening the request, which is time consuming. As a tech and admin we see the little yellow notes. Can i do this for the requesters... thanks
database
When is the diagram being released??? Could really do with it now... cheers Pete ************************************************************ Hi All, The steps posted earlier in this post give the complete information about how to connect to Database of ServiceDeskand how to connect our mysql db server to CrystalReport XI. We will soon be posting a complete schematic diagram for the database tables which will help you to know about the tables details. Hope this helps, Ankit _________________ ServiceDesk-Plus
emialing requester
when I am in a request and want to email the requester, if I click on their email address link it does not automatically add their address to the To: field but if I click on the requester name then click on the email address link that appears in a new window it does fill in the address?? Anyone know why and how I can fix it so the email link works And does the emails you send appear anywhere in comments / History becuase I can't find them
ServiceDesk Plus 5 and Mozilla Firefox 1.5
Mozilla Firefox does not work correctly with ServiceDesk 5, not all the fields show up and when you try to enter a resolution, you are not able to type in the field provided. Will this and other issue be resolved soon? Works fine with IE 6. Please let me know if their will be some kind of patch to fix the issues. Thank you, Mid-Michnet Support Team support@mid-michnet.com
Editing Workstations
Why is it not possible to edit the Drive Details section of a workstation? Also why can you only add one NIC in the Network Adapters section? The Network/Domain Scan tolols are able to define multiple NICs, but these cannot be edited. Basically it is not possible to manually create a workstation configuration with multiple drives and NICs in the same way that a Scan can. Arte there any plans to fix this?
More Network Scan for Linux problems (NICs)
Although the Network Scan tool uses /sbin/ifconfig on Linux to work out the number of NICs and IP addresses. Regardless of the number of NIC's in the machine only the first NIC comes up once the scan is complete. With Windows machines this isn't a problem when doing a Network Scan, as all NICs with IP addresses are successfully discovered. Here is some example output from /sbin/ifconfig eth0 Link encap:Ethernet HWaddr 00:D0:B7:E0:B4:43 inet addr:10.11.9.251 Bcast:10.11.15.255 Mask:255.255.248.0 UP
Network Scan for Linux problems
Hi I am running RedHat Enterprise Linux in my DataCentre, but when I perform a Network Scan on these servers: The CPU count is incorrect (it reports 1 when there are 2 physical or 4 virtual because of hyperthreading). The OS name is vague "RedHat Linux" instead of "RedHat Enterprise Linux 3 ES" for example. Are there any plans to fix these problems? Also how do you scan for installed software on Linux machines?
Request Timer
It would be nice if the Request Timer Didn't start until the Request is Opened and Responded to by a technician
Attachements and changing and saving them
We have attachements that are for new pc requests and on each attachment the IT people have to add details to the attchement. I have noticed that when a user attaches a document you cannot update that attachment when you click on it and save it Is there anyway that other than keeping an extra copy on my computer to open up the attachement and be able to edit it and when you exit it saves the changes so that the next time you open the attachment the changes will be there???
Overbue report: by create date
I have run a report: Overdue request by create date: The first one a check (last on the list) shows that the call is CLOSED by yet is shows on Overdue reports. Is this correct? Did I miss the purpose of the report? thanks <M>
Roadmap for future development
Do you have a product\features upgrade road map for ServiceDesk that is available to subscribers?
v5 sp1
I have upgraded to version 5 and have tried to install sp1, i get "the per invocation class returns a constant which is not supported". I cannot start up the database, I have tried to start via the command line but nothing starts at all. Please help.
Problem to install SP14
Hello, We actually user SD+ 4112 and we want to upgrade with last release. I tried to apply SP14 to upgrade from build 4112 to build 5001 but UpdateManager crash ? Is it possible to upgrade following these actions : 1) backup Data with build 4112 2) install build 5003 on a new server 3) restore data from previous backup (delete old server) SD+ is now essential for us, and we wish use last features, thanks for your help, Christophe Boudeau
Windows Workstation Network Scan
Hi I am evaluating ServiceDesk Plus at the moment and was wondering whether or not it will be possible to enable Windows Domain Scanning and Active Directory using LDAP and/or Kerberos? The product seems to have been developed to run on a Windows Server (which supports all current functionality), rather than Linux (which is slightly more limited). I realise elsewhere in these forums you have mentioned LDAP authentication and SSH for Network Scanning are in the road map. Is there a copy of the road
Helpdesk replies automatically cc'd to others
Job sent to helpdesk@ is put into our helpdesk. We open the request and we click reply to send the sender a message. If the job was sent to helpdesk@ as well as other email addresses, for example, wayne@ then the reply will automatically be cc'd to wayne@ as well as the original requester. Is there any way to strip out the contents of the cc field so only the requester gets the reply without having to remember to check each time we send a message? Cheers
Summary Reports
Hi I'm using ServiceDesk Plus (Version : 5.0.0, Build Number : 5003) and when I choose any "Summary Reports" from Reports section, they show no data. �What can be the reason? Thanks.
backup/Restore Failure
It does not appear that Backup is successfully backing up after upgrading to version 5003. The backup states it completes, however, only takes 8 seconds. this use to take several minutes. I am trying to install on a different server, however, the restore also states it completes, however, the new server is still in fresh install mode (no data). I believe the problem is with the backup not correctly running. Again it states it backup's successfully, however, it is actually doing an entire backup.
Service pack to migrate to Build 5003 from 5001 or 5002
Hi Users, You can migrate to latest build (build no : 5003) from build 5001 or build 5002. The service pack can be downloaded from manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_0_0_SP-3_0.ppm We strongly recommend to take a back of the existing data by invoking the <servicedesk_home>/bin/backUpData.bat or <servicedesk_home>/bin/backUpData.sh script file. The issues fixed in this service pack are : # When a new user sends a request through an e-mail,
Reporting via Crystal
Can I please be sent the details about how to use Crystal Reports to report against the ServiceDesk Plus database. email petera@mhs.org.uk thanks Pete
Translation
Where I can do the download of the translation filing cabinets for portugues? or which filing cabinets will I her publish?
Quick Create - New Request
Hi! Is it possible to have category as a requered field in the Quick Create - New Request box. This option should save a lot of time for our company. Please advice /Meli
Using Service Desk for multiple departments
Our company is using Service Desk plus for our IT Helpdesk but we would like to look at using it for other departments as well such as property maintenance. We would need to have different technicians viewing different requests and reporting on requests for their department only. Is anyone out there using Service Desk in this way?
solutions
Hi, We are currently evaluating service desk and have found it very useful but would like to know one thing. Can you change permissions in service desk so that some people can view all of the solutions and some people can only view certain topics within solutions. Thanks
Report on Time Spent by Technician
I have tried creating a request with multiple time entries to test reporting on time spent by technician. When I go to create the report their aren't any time entries. Does the request have to be closed for the time to register? Has anyone else had any similar experiences with this?
Survery reports confusing
Under Survey Summary Report I am showing that total responses = 4, but under the other reports I show that many users have responded which makes the reports inconsistent. The only thing that I can think of is the fact that I changed the questioning before I went in to production. Other than that the summary report doesnt change when the users submit a survey. and it always = 4 total responses.
Spanish version already!!! jeje
When the next version in Spanish is ready? Thankyou Very much
HTML Requests (Displayed as HTML Code)
When we recieve a new request from a user, sometimes the request is displayed as HTML code. I suspect that their Outlook client is set to HTML and not plain text. Is there a way to display the HTML as a page rather than the code?
Wider Fields
We need wider Requester fields. We are entering data but the data is very hard to view. You have to scroll down within the little boxes. This is a big deterrant for us. We have put in an enhancement request but if this could be taken care of ASAP it would be greatly appreciated.
Network Scan doesn't work on Windows
Hi I am trying to perform a Network Scan on some Windows Workstations but this is not working. I can't do a Windows Domain scan as the ServiceDesk Plus server is a linux machine. How do I get Network Scanning to work for Windows PCs?
Due dates change after edit
Is it normal for the request due date to be changed every time I edit a request? I'd rather it didn't do that. :)
Date format in contract table
We are using Business Objects to create reports from SD+. Looking at the from/to dates in the contract table how are the dates calculated. Rgds Damian
Self Service Portal
We are experiencing problems trying to download attachments from the Self Service Portal. The information displays fine in the browser (ie 6) but when you click on the link to download the attachment you get an Apache Error with the message: Type: Status Report Message: /workorder/fileDownload.jsp Description: The requested resource (/workorder/filedownload.jsp) not available. Has anyone else come across this? Any ideas how to fix this?
Notification Rules - content variables - Technician
Is that possible to add the variable "Technician" to the email template? It's very useful to let the customer know who assigned to help them and the case was closed by which technician. Thanks & Regards, - Elton -
Port number in $RequestLink
I am using an e-mail acknowledgement in SD+ with the default template. There is a reference $RequestLink to URL witch includes the port number 8080. After the installation I�ve changed the port number (to 80) and everything works fine; however an e-mail notification sent to users still has URL with port 8080. How can I change a template (or variable $RequestLink) to reflect the correct port number? Thanks!
Adding resolution closes request.
Hi there, Do you have any plans to get SD+ to close a request once a technician enters a resolution? For us, as soon as we enter a resolution, the request is closed, so we then have to click the close call. Would be handy for SD to do this automatically. Kind Regards Tim
Software Audit - Purchased items not shown
In the software summary there is just a - shown next to the number of licences purchased. Evn after adding licences, it still will not show the number you own for the product unless you click on it and open the record. See pic below... Is this a known problem, a feature or bug?
select category for rental/loan
Hi, We have purchased this software and find it excellent but there is an option that would be greatly appreciated. All our workers here have Desktop computers but we have a certain amount of laptops available to them for when they have missions to go too. The option that we would like to see is select certain computers and add them to our out category with the name of the user that took it. A sort of IN/OUT system but for our hardware.
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