restricting access
Will there ever be a chance that we will be able to restrict user or requester access. I know there is the ability to restrict technician access, but wondered if there will be a way to restrict user or requester access. Granted requesters have a very simple interface, but some of Administration where I work didn't want other staff members making requests, but wanted them to have access to the solutions area.
Migrating from build 4110 to build 4112
When I run the install from the file AdventNet_ManageEngine_ServiceDesk_Plus_4_0_0_SP-2_2.ppm and the install is 100% complete I get and "error Uninstalling" message and I'm only allowed to close UpdateManager.bat. When I try to run the 4112 to 5001 Upgrade after that it's telling me it cannot upgrade from 4110. Obviously the 4110 SP2 migration did not work. HELP ASAP!!!! Thanks!
Edit contrracts and new SLA
Hi! Contract: Why cant I attach a new file when I edit a existing contract? SLA: SLA is really great, as many other companys we dont have a resolution time, we just got that like: Have to answer the requester whiten an hour if its critic and whit normal priority we have to answer whiten 8h and so on. Is it any why to make this work? Best Regards Daniel
Custom logon page
Is there anyway to customize the initial logon page so I can set the domain to a prefered domain and remove the domain field box? whithout waiting for a service pack update to fix the domain problem?
Feature - Global View
On the global view, the "Requests status by Technician" defaults to Technician and "Requests Inbound Last Week" defaults to Last Week. I want to be able to change what option is selected by default. Alternatively, allow each technician to store these details so that they are applied each time a technician logs in. This would also apply to the refresh time used on the requests tab. I know it keeps this setting during the logged in session, but when I logout and back in the refresh time needs to be
SD not fetching mail
ServiceDesk is not fetching mail from the mailbox for email submission of requests.
Software License Tracking
The license tracking does not seem to allow you to easily keep track of software which is concurrently licensed and for which you have a license server. For this type of software I would like to be able to keep track of the fact I have e.g. 5 concurrent licenses and what workstations it is installed on. Obviously any software licensed in this way would need any new installations to come up automatically as licensed as the license server prevents you fromm exceeding your quota. Anyway just a thought
Category Access limitation for Self Service
Firstly, congratulations on producing such an excellent product with so many practical features. In the present version, we cannot restrict limited categories to be displayed in the Self Service interface. In most of the cases we do not want to expose all the categories and their sub-categories to the requestor. If there is a way to display only the major root categories for the requestor to select from, so that the technician can correctly select the detailed category later, it would be of great
Time Spent on request.
Dear Team, I am Satyajit(09339775598) of CMS Computers Ltd. Kolkata. Please be informed that we are trying to push this product to one of our Valued Customer. While testing I fould there are certain Addition/Modification required on Report part. 1) Duration/Time Spent on a Call to be included. 2) Time Spent is being calculated beyond the office hours. Requesting you to kindly confirm whether this can be incorporated or not. Regards, Satyajit M-09339775598
Cannot import requestors from AD
Hi there, Recently upgraded to V5 and attempting to connect to another domain controller to import requestors via AD.. The OU's get enumerated correctly and SD then begins the import process... I can see it pulling through the usernames but for some reason, it fails to add any these new records to the already existing database Does anyone have any ideas as to why this may be ? Many thanks Tim
More report problem
I saw that you are fixing some reports issue, maybe its going to fix my problem , but I need to be sure. When a make a report " closed request by department" I see that some departments doesn't show in the grap even thou they are in the list further down. like in this case, a user "Marita Lantz" frome Pers/adm department Best Regards Daniel
SD 5 update
I have been trying all day to get the update from 4112 to 5001 to work. I keep getting 'The pre invocation class returns a constant not supported'.. WHA!? Can you help please before I return to using pen,paper and phone.. cheers
Edit Language Where?
Hi there im trying out ServiceDesk for our company. I read about to be able to translate it but cant find where or what files to edit... Can you enlighten me?
Regular technicians not able to reply or foward emails
Technicians that do not have admin role cannot foward or reply to requests. Techs with admin role can. Is there a way around this, or do I have to give all my techs admin role ?
ServiceDesk Upgrade 4112 to 5000
I am trying to run the Service Desk upgrade from 4112 to 5000 Copied the update to the ServiceDesk home folder which also copies files to the lib and mysql folder. The last update applied to the system is _sp_12. I get the following error when I select the pmm file using the update manager The file you have specified is not compabible with this product
Admin Functions Missing
We are about to make this helpdesk system live, however when I clicked on the use active directory authentication the admin button has disappeared from the top of the helpdesk. The only thing that i can think of is that i created a new technician group so people can�t delete anything. (We can't have anyone able to delete anything jobs/purchase requests ect... ) unfortunately we changed all logins so none of our 3 technicians use the default SDAdmin function The main thing we need is to make the ADMIN
problem importing data from WIN to LINUX
I have SD5 build 5001 in Win2000 I make backup, but when i restore this backup in SD5 build 5001 in LINUX. Is a problem with tables name. :(
Add Request from Workstation
Hi, One thing I'd like to see is the ability to add a request right from the workstation screen and have it autmatically populate the request fields with the info from the workstation that you've added the request from. Thanks for your time, Josh
SLA and Business Rule Feature Request
If this has been requested already, I appologise. Now running version 5, it has become apparent that perhaps we should be able to assign a business rule to an escalation level so that several technicians could be notified or given actions taken when the SLA is broken. Regards, David.
How to change request status ...
Greetings How can i change request status for "onhold" or "inprogres" directly from request tab for many users at one time ?? (i know that there is the button , but it`s only for "close" status ) Regards
Various issues with Firefox 1.5
It seems that lot of stuff is broken with Firefox 1.5 with new version of SD. Same goes with Opmanager 6. There is persistent error with: The request sent by the client was syntactically incorrect (Invalid path /http://kgbermonitor:8090/WorkstationListViewAction was requested) for a lot of operations inside SD, here I wanted to delete 5 obsolete workstations and with Firefox it is impossible. Clearing cache and cookies do not help.
Calendar and reminder events
Hi when do you expect to have the calendar and reminder events available for servicedesk. Can we get a timeframe? Thanks.
Email Submission not working
We are unable to submit requests with the email function. The email are in the mailbox but servicedesk isn't pulling them to the client. We haven't changed anything lately except install ServiceDesk Plus 5001.
Suggestion
I was thinking that in the request view, you could add a column with the completed date since we already have created date and due date. :roll: Thanks
Sending notification fail
Hi all I am trying the version 5 of the help desk but when I try to send a mail, shows me the following mistake Sending notification fail
Is it possible for a department head to see outstanding jobs
Is it poosible to set up help desk to allow a requester who happens to be the department manager to see all requests for his / her department and not just the jobs logged by them? This is a pretty important feature for me. Cheers Damien
Reports - Export to PDF
I am exporting to PDF and the reports keep coming out in Portrait. These do not look good as text is carried across to the next lines. I would like these to be in Landscape. I have set the preferences in PDF Distiller to Landscape, but the report still comes out in Portrait. Can this be changed. I think the report production does need a lot of improvement. Damian
My ticket number is not a link! please help
My question is how can I make my "link to the request" a link. In my message template I have the $requestlink string added, but in the emails there is no link.
Attached files
HI I have problem with attachment files in solutions i only get the file was not found if its a *.doc or *.pdf file. I have upgrade to build 5001. Have someone a solution for this /iSMO
Upgrading to 5
Has anyone encountered (and corrected) the following error when trying to upgrade 4.1 to 5? The pre invocation class returns a constant that is not supported. I just did a clean reinstall of 4.1, and I am trying to upgrade to 5. I put the ppm file in the home directory. I also added the zip file that had the ppm file in it in the same home directory (as instructed). It doesn't seem to be working. Please help.
Asset Viewing & Reports
Will it be possible in a future release to view/search assets by their Asset Name or Allocated to user ie by clicking on the top sort field to view by assigned to user rather than at the moment having to drill down the list to find the item by item name. Also a report for Inventory control to show all assets in a department, we have many items allocated to stores or scrap and wish to run a report to show which items we have in stores etc. At the moment this is no possible or not easy to run. Lastly
Workstations assigned to Departments now viewed in Request
Hi, I dont know if I'm doing something wrong over this but this is the way I understand workstations assignment: If 1 or more workstation are assigned to a user then the user has this workstations available on the Request Page. This is working fine. If several workstations are assigned to a Department then a user from that Department should see all those workstations and should be able to select any. In previous versions of SD+ and also on the new version 5 and if the Show workstations associated
Notification email template
Hi I need to have the "Request - additional fields" to be included in the content variables. So that they will be shown in the email sent. How can I make some of the fields manatory? For example, Category.
Problem backing up 4.1 sp12
Having a bit of a problem ensuring i have a full backup before i upgrade to version 5. Keep getting a Heap error when i run the backup. Its creating a file but i cant be sure its complete. Any ideas?
Backup in 4.1 sp12 Failing
I'm trying to upgrade to version 5, and want to make sure i've got a full backup before beginning the process. the backup process creates a file but comes up with the error displays as follows... Any ideas? ... startTime 1135861880559 rootdir .. Directory where the backed up information will be placed is : ..\backup Please wait ! Backup in Progress..................... |destinationDir : . p:: backupFileName :BackUp_DEC29_2005_13_11 backup directory : ..\backup -Database username : root Database password
Request Form - how to make some fields mandatory
I want to ensure that the technician fill in those fields while creating a new request. Also, when closing a request, how to ensure that Resolution is entered.
Email Requester
Sending notification failed. This is what I get when I try to email a requestor or a tech. When I email myself there is not a problem. What am I missing. I have checked my mail server setting and they look fine. Come to think of it, I would not be able to email myself if they were not. I am so confused.
Scan only missing/new computers + recognize renamed ones
It's a pain having to scan the whole network when you know only 10-20 machines have been changed. Is there going to be a feature to scan only new found machines? Also I'm having a really hard time with machines that get renamed all of the static settings that I have for the machine have to be entered again which makes it really time consuming. Is there a plan to identified the renamed machines and give you the option to move everything to the newly found one? Again this two things are currently driving
Report Type
Is there a ready report that shows requests closed date by created date?
Move SD+ to new server
I was evaluating SD+ and installed it on a fairly old server (dual P3-550 with WinNT), and would now like to move it over to newer hardware (dual P4 2.8G, Win2003). What is the best way to do this? Is there a FAQ on this anywhere? Thanks, Rushin
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