Asset Import Wizard
Looking for instructions on what fields to create on the .csv file to import into the Service Desk. Thanks, Les
SLA ?
How I can know if this working the SLA correctly? scalability, of which way that this working?
How to automate Import Requesters from Active Directory
Hi, Can anyone tell me how we can automate Import Requesters from Active Directory? We need to automatically import Active Directory users weekly. Thanks Shaminda
Option to put request OnHold
Hi, I've noticed that the option to close a request is present while viewing the open request. But to put a request Onhold it requires to edit the request and then change the status to Onhold. I feel a simple link should be made available to put the request Onhold, Just like there is to release to queue or close the request. Thanks, Roshan
Make Time Spent info available to requesters
Is it possible to make "Time spent" section available for the requester to view
Moving Service Desk
Is there a to save Service Desk database and move this to another server. As I need to migrate ServiceDesk to another server. As Opmanager and Service desk donot seem to work weel on the same server
Updated Service Pack to migrate to ServiceDesk Plus 5002
Hi All, You can migrate to the latest version 5002 of SD+ using the updated service pack which has been released today. You can download the service pack from the url http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_0_0_SP-2_1.zip Please follow the readme @ http://manageengine.adventnet.com/products/service-desk/sp-readme.html to find the list of issues fixed in this Service Pack. Mail us at support at servicedeskplus dot com so that we can
BAR CODE READERS
Does any use or have tried using a bar code reader to input data into the service desk. I'm contenplating on getting one to enter my assets. THIS IS URGENT, I MUST ORDER THE BAR CODE TODAY! Thanks, Les
Know experience..
Hello I would like to know people who already this using this application, since I would like to know his opinion with respect to this system and to the equal one to look for a support... I thank for its time... I don�t speak english Mi email: phoenix_dark7@hotmail.com
Inventory
Hi, In my inventory listing I have workstations that are listing multiple times. Why is this happening? The net work is scanned once a week for new stations. Thanks,
Operational Hours
Is it possible to specify different working hours on certain days? Thank You.
Service pack will not update the software
Whenever I attempt to install the servicepack, I get an error saying that that the update is not compatible with this version. I am running build 5000 version 5.0.0
Asked to Login Over and Over
Finally got to install trial version. Love the software but have a problem. Installed the software on a new server with Windows 2003 Enterprise Edition. The web client works fine if you are actually on the server. If you try to access the web client from any other computer on the network, you must login over and over. For example, if you login from a workstation other than the server, you browse to the main page and have to login twice. Then if you choose anything from the main dashboard page, say
Contact Phone: Track Phone Time
I want to use the Service Desk to keep track of the incoming phone calls. However in my situation I don't want to have to have the requestors prepopulated into the system. When they call in I want to fill in their name and also their phoen number. However, the phone number is a readonly field and is only populated if you select a requestor from the pupop window. Is there anyway to change this? Also I want to keep track of key metrics like when voice mail left, when voice mail retrieved, call back
Reports based on prohibited software
Is this possible? Best Regards Daniel
RequestID
I have been using ServiceDesk for a few days now. First let me say I really think the product is great. I'm didn't notice the requestid is not in order. It went from 10 to 301. Can anyone shed some light on how this works? I really would prefer sequential order.
Assigning jobs to queues
When assigning jobs to queues in already open jobs it doesn�t register that I have made a change after following the "edit request" link. I am trying to manually assign a queue, after clicking "update" the request does not keep the change, although it will allow me to assign a technician. I would like to be able to assign to other queues while jobs are open as things sometimes tend to get sent to wrong queues :(
Select all Organizational Units?
Guys, When I do a Domain Scan, do I need to pick all the organisation units or just the top level domain? We have about 50 organisation units in each domain - do I have to reselect them all each time or is the top one enough? Thanks! Gavin
Feature List for the next release
Hi All, Find below the list of features which have been taken up for the next release. The next release is expected by the end of September ( just 8 more weeks to go ). 1. Active Directory Authentication 2. Custom Report Generation 3. List View customization 4. Internationalization 5. Support for MSSQL database 6. Announcement Board 7. Threading in Requests 8. Request Queues 9. Request Sub-Categories 10. HTML Support 11. Attachments to Replies & Solutions 12. Scan non-English OS & Mac OS Workstations
Have pre-defined reports been fixed in SP3??????
Not only did I get a lot of grief from my IT Team for ServiceDesk being unavailable for 2 hours this morning due to the latest update completely screwing up MySQL database, I see that the promised land with regard to the reports problems being fixed doesn't appear to be within reach yet or was this fix just related to Custom Reports? For example, when I go to run the Requests Completed Summary by Date by Technician (just one example) I get the now very familiar "The server encountered an internal
Email Loop
I have had a number of requests where somehow when technician has clicked Email Requester it has by default put in the CC address of servicedesk@ourdomain.com. I presume this is because the original requester had copied the ServiceDesk on the email. The problem is when the technician replies the Service Desk continually generates emails saying the request is updated and then appends the request with that email which gets it in to a massive loop. Can it please be included that no notifications get
Acknowledge Requester by email
Acknowledge Requester by email when a request thread is appended is not working. We're using version 5.0.0 Build 5003 and when a technician enters a note and needs more information a user has no way of automatically knowing that this information has been added. They are required to login and check their ticket status which causes a delay in response. Depending on the issue and the delay, this can cause problems in work flow. Please advise. Thanks, Goodner
No ability to filter workstation information in Inventory
I'm not sure whether or not anyone else has had this problem but this just started happening on our implementation of ServiceDesk 5 yesterday afternoon. Symptoms are as follows: You go to the Inventory tab and click on All Workstations. It then takes absolutely ages to display the list of workstations (which it didn't do before the fault occurred) but does eventually display a list of workstations. In our case a total of 972 items. At the top of that page we used to have a filter option where you
Feature Request: Licence keys when scanning workstations
Hi, Please can you seriously look at adding detection of licence keys to the workstation scanning in ServiceDesk. A lot of people have said to me how useful it would be, and the licencing component is very limited without it. Although I know how many licences I have purchased for the company, I don't know which computers have which keys and I don't know if two computers are using the same keys. This feature would be really, really useful for Office, Outlook, Windows, etc. If there is anyone else
Version update and service pack fixes and enhancments
Where can users find the problems solved and enhancments added per version? I would like to know this information for 4.0 SP12, 4.0 SP14, 5.0 builds 5001, 5002 and now 5003. The readme file was helpful but I can no longer find the older version readme files online. Please post old versions including readmes for access in the event anyone needs this infomration for restoring backups or wants to know what features were fixed or added. If this information is already available please point me to the
SD Wont Start with MYSQL Error
When I try to start SD I get an error stating that "Trying to start MySQL Server Failed" If I try and start the MySQL with startDB.bat I get another error stating that "C:\AdventNet\ME\ServiceDesk\bin>..\mysql\bin\mysqld-nt: Character set 'utf8' is not a compiled character set and is not specified in the 'C:\AdventNet\ME\Servic eDesk\bin\..\mysql\share\charsets\Index' file" WRAPPER LOG STATUS | wrapper | 2006/01/09 19:57:26 | --> Wrapper Started as Service STATUS | wrapper | 2006/01/09 19:57:27 |
Multiple addresses
Is there atrick to adding more than one email recipient in the To or CC fields when replying to hte requestor through the Service Desk App? I need to reply to the requestor but also add in the rest of the team for informational purposes. About 5 people total. I would prefer to have this run through the Service Desk App so a log of this would be kept against the ticket. Thanks Tony
Turn off Quick Create
I am trying to find out how to turn off Quick Create forms. A previous post mentioned that it is under Admin:General Settings but I cannot find it listed there. Also, is there a way to make additional fields required? I don't want my requestors to submit requests without providing the information we need to contact them and/or solve their problem. It is my experience that if they are not forced to provide info, they get lazy and "forget" to fill in the data. Thanks in advance!
Integrating with MS SQL Server and IIS
Hi, I have a licence for Microsoft SQL Server 2000. Is it possible to have the database stored on MS SQL server and the website hosted through IIS. Regards, Roshan
Use of additional fields in email
Hi, Is there a way to use additional fields which have been defined in the request in email templates. We added a customer referencenumber field in the request and want to reply to the customer with this number in the body of the email. Kind regards, Jan-Peter Beekman
Unable to create custom period reports
Unable to create custom period reports within the Time Spent reports area. I thought this would be fixed when SP3 was release and I was sadly mistaken. This is a very important option that we need and I'm sure other organizations do also. Please look into the problem and resolve. PTD Tech Support
Notifaction Alerts Not sending
I have setup the mail server to fetch emails from a mail box that people send request's to. I have set it so when new requests come in to notify the technicians and I tested it with myself(technician) and got a notification.. but when others send in the tickets we don't get notified.. IS this a rights issue ? or what ?
None of the Summary reports works
Hi! None of the summary reports works, its emty. The same goes to when I tried to create a "new report" I got the following message, see the attach file. I got SD 5 build number 5002 Regards Daniel
MS Access Synchronization
We have an MS Access Database that holds the info. for all the company's inventory, is it possible to somehow get ServiceDesk to sync the assets with this database, maybe daily. I know I could import it all via CSV, but I'd like to be able to accomplish it on the fly and have the data currently in assets to be updated with the data in the MS Access DB if/when it changes. Or if I were to create a routine to hav MS Access create a csv (daily) and import it manually (or automagically if possible) would
Error on reports
I have installed the latest service pack and there still appears to be a problem when running technician reports where the first few technicians show and the rest are bundled in as other. When is this going to be fixed ? Can I extend my evaluation as I only have seven days left and waiting for these fixes has taken longer than I expected. Damian
Need to give Management the option to see Reports.
Hi, I have created two roles for the technicians and for the management. The Point is while assigning them rights, we can give them specific rights of Full Control, View, Add, Edit , Delete to the below mentioned features only. They are: Requests , Inventory , Purchase, Contract , Solutions But we cannot do anything about reports. I feel we should be able to give specific users only rights to View or Create the reports. Regards, Roshan
service desk plus wont start
it installs fine but when i run it it loads everything except when it reaches the applet stage i just see a bunch of dots rolling across. anyone can help? installing it in windows 2003 server standard.
ServiceDesk Plus mobile version (IPAQ, Palm ver)
Dear ServiceDesk plus Is there any plans to release a version compatible with IPAQ's, most of my engineers have Ipaq's and could make delivery of new jobs easier via Wireless Ipaq's. Kind Regards Saleem
Entering data in language other than english
Hello, I am able to enter field data in my native language (Hebrew) and data is well kept and displayed. However, when backuping and restoring the data all hebrew characters are converted to question marks. Is it possible to change the backup and restore procedure (or perhaps the DB encoding) so when executing the process my data will not be lost? Thanks, Adi.
Error adding Requester
I am getting the following error when adding some Requesters: FAILURE : Error while adding the requester details. Please report the problem to the system administrator, with the Error Code - 1,138,121,812,679.
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