Multiple Queries and some possible bugs?
Hi, We implemented SD+ about 4 weeks ago now and have been using it regularly. It is very effective thus far for us and fulfilled a lot of our requirements. However, we are having some problems. I'm not sure whether these are due to shortcomings in the current version or bugs. Also, some of the items listed here are ideas we have on how the system could be of more benefit to us: 1) Is it possible to make entering a 'resolution' mandatory before a Request is closed? 2) Is it possible to enforce a
SD Plus 5 Upgrade Release
So - Here we are in the "Next Week". May we, your customers, know when the upgrade is going to be released so we can - 1). Schedule system downtime 2). Generate Reports that we have been getting bugged about 3). Get this major monkey off our back Thanks!
Request fields
I would like to know if it is possible to remove or customize any of the fields on the 'Request' page....ie: title, requester name, due by....etc.....Thanks a bunch!
importing data from other helpdesk type software
the organisation i currently work for is using Visual|QSM, however i see ServiceDesk Plus as a much more versatile solution for everything they are wanting to do with other extra software. i am wondering, is there any such facility to import data from other similar software in to ServiceDesk Plus ? as there is a huge amount of data which would need to be transfered
Date Jump in SLA
We have a normal priority with an SLA completion time for 8 hours and it has been working fine until today, now when you select normal it sets it to 16 hour completion time Example Request ID : 681 Date Created : 29-Nov-2005 13:33 DueBy Time : 01-Dec-2005 13:03 It should be due by 30-Nov-2005 13:33 we are using Version : 4.1.0 Build Number : 4112 Any help would be great Thanks Scott
Inventory.
Hi, in my inventory I have workstations that are listing multiple times. Why is this happening? The network is scanned once a week. Thanks in advance.
ServiceDesk Plus Blogs
Hi, We are glad to launch the ServiceDesk Plus Blogs. Why did we start this now..... check it out Alex
Add file to solution
I attach a file in the solution, this is not a problem. But when I'm tryaing to open it och says: "File was not found" Should I place the file on a different place or is there some kind of a limit?
How to customize own viewing?
I found all view are pre-defined, do you have any feature where admin can create their own view?
Bug - Multiple requests generated
*Edit*This may be related: to http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002659217** Thank you for the great software. I hope I am helping your company by posting this information. I have found a problem with our copy of SD+. We are running the free version 5, XP Professional SP2 as the server, XP Pro SP2 and IE 6 on both the requestor and the administrator machines. Multiple requests are created after a new request is replied to by an administrator.
Error message for technicians
My technicians received the following error and I was wondering what it meant? HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.rmi.AccessException: SecurityException; nested exception is: com.adventnet.authorization.AuthorizationException: User : {0:unknown} do not have permission to access table. Access
filter requests by region
We are evaluating this product for purchase. I see that you can filter Requests by the type of request. However, we have three different campuses - Dallas, North Carolina, and Orlando. Can the requests also be filtered by location such that the technician at each center first filters their requests by their own location and then filters request according to filter type?
Version 5 Reply to email problem
When requesters reply to emails sent to them it creates a new ticket. How can I fix this? I am using ServiceDesk version 5. My mail client software is outlook 2003. Thanks
Service Desk Plus5 merge many requests to one
hy everybody, it is possible that can merge 11 requests into one request? it was nice when this function. for example: a switch is going down, on this switch hangs 10 servers opmanager generates 11 messages, these messages are automatic import with a pop3 account in servicedesk. i would like the error message of the switch, and merge all oher aftereffect massages from servers (server is down) to merge in this one (switch is down) request. it is possible? thanks for help, chris
Add file to solution
I attach a file in the solution, this is not a problem. But when I'm tryaing to open it och says: "File was not found" Should I place the file on a different place or is there some kind of a limit?
SD+ 5 Live Demo not working
As far as I can tell? http://demo.servicedeskplus.com
New to this system
I would like some feedback from ANYONE using the help desk and asset management system. I am currently looking at a new system to install and I would like to know how this system rates. Thanks
Cannot Send E-mails
I have just installed v 5.0.0 as a trial with a view to evaluating it prior to purchase. I have gone through the initial setup and have successfully managed to get the system to pull in e-mails from the mailbox on my exchange server (different server to the one running Service Desk). However I am trying to reply to the test requests but when I hit the send button on the reply form I get a "Sending Notification Failed" message. The Exchange server is set to allow relaying from the server running SD
Key field - Request Completion Date
It seems I am not able to generate reports or issue email notifications based on a completion date of a Request. This is a bit of a drawback as there is no way that is apparent of identifying Requests completed during a specific period. Are there plans to address this or is there an alternative I am unaware of?
Windows NT scan Errors
Hi, Im using Servicedesk v5. It works great, but im having problems with Windows NT machines. We have like 30 windows NT machines in our domain, and some of them cant get scanned and some of them work fine. I get this message : FAILURE : //BBNHOORN/MBKstucco : One of the WMI components is not registered properly. or FAILURE : General failure while performing the operation I've tried to set the services just like the machines that did work. We use Service pack 6, in Dutch language. What am I doing
Email generating a ticket
Does SeriveDesk Plus have a way to generate tickets from an email? We currently have a product that does that and our helpdesk operations/processes are setup around that feature. I really like Service desk Plus and would consider switching if that feature is avialble.
Change title field name on request form
On the new request form for users you have the title field labeled title. On the quick request form it is labeled request title. I'm not sure if we are the only company with employees that cannot figure out that title means problem description instead of your job title IE position, but it would help if you could change the name of the field to something more descriptive and the same throughout the program. Request title would be fine. Thanks, Dustin
Holidays
Hi, I was wondering if you might think of adding the option to put a from date and too date when adding a holiday. hope this might a small contribution.
Announcement Board
Announcement Board just disappeared from my main window, anybody knows where can i turn it back on or something... ?? :?
When will Upgrade Pack for V5 be available???
When will the Upgrade Pack for Version 5 for SD 4.X users be available? The SD 4.X users who want to upgrade and not loose their already established data are obviously licensed customers who should be getting special consideration. I might add that I am disappointed that it took so long for V5 to be released (after a number of delays) and that it did not address the two most important items that were on my "wish list" (a group calendar for the technicians and a feature to reserve and track loan equipment
Bug in summary reports (ServiceDesk 5)
Hi there. There is a bug that makes all the summary reports display dashes instead of results. It always happen when you install your program in a Spanish Windows 2000 Server, probably because of a formatting glitch. I reported this bug in the last version, and was told to wait for this new one...well, it's still here! Best regards, Marcelo Mello Grupo quanam marcelo.mello@quanam.com
Reports
Hi there, I will try to explain this best I can... Basically we have two IT departments in our company who are going to be using the service desk plus software. The two I.T departments are split into 2 separate parts of a larger company. The technicians are separated into two departments each having for example 5 technicians in each. When creating reports we can see all the technicians in the reports summary. We would like to have, if possible, the reports to show data for the individual departments.
Inventory - Have a switch
Dear Sirs. Im install the services and when I try Sanc de Hardware Shome Have a switch, and is correct. How can Inventory the hardware when I have a Switch, and how can inventory this switch too. Beste regards.
SD+ 5 Upgrade process query
I would like bring up an issue that I hope would have already been discussed during the development of SD5. You have created sub-categories which is a great benefit, however I am concerned about the method that will be used to "upgrade" the categories. If for example we have three categories in SD4. 1 for Printer Failures, 1 for Printer Toner\Ink and 1 for Printer Installs. How will the upgrade process manage these three seperate categories that in SD5 will be sub-categories of just one. I would
can't open .jpg images from the requestor
Hello. =) For some reason we can't open up attachments that have a .jpg extension at the end of them. I can save them first, and then open them, but I can't just open them. I am getting a window that prompts me if I want to Open it or Save it... but when I click on Open, something flashes on the screen really fast, and then nothing happens. Is there a fix for this?
SLA escalation
In SD+4 the SLA violations are notified only by email. Is it possible to set up Service Desk Plus to notify the technicians by email & SMS when a SLA is violated? egssoft
Alphabetical Order
Hello: We have added quite a few categories in Help desk portion of service desk, the categories being added gets sorted in Alphabetical Order in main category addition page. However, we find that when requester creates a new request, he does not see the categories sorted in Alphabetical order in the 'Drop down" List. It would be really User friendly if the list is sorted in Alphabetical Order. This should be true for all drop down list. Like for Workstation ID field, Technician Field etc, which
requester information question
I am wondering if there is a way have the software automatically gather the workstation information from the request form instead of having the user fill that in. we are just concerned because most of our users do not know what their computer name is. I appreciate any help in this matter.
errors when reporting
hi there im trying to run my usual monthly report and im getting the attached errors come up. Im running SD 4108 Hope you can help - cant wait for the upgrade to 5 to come out and keep up the cracking work :-)
New Request Form Customization
We would like to be able to hide unnecessary fields from the new request page. For example, 1) Requester Name: We would only like users and technicians to be able to select existing requesters. By typing in the field we have issues with non-AD requesters being mistakenly created 2) Select a category drop dow: We prefer the expandable menu in version 5 to the pull down 3) priority: we have these categories preset. Thanks. Keep up the great work.
Need ability to edit Purchase Orders
Once a Purchase Order has been saved in ServiceDesk there is currently no option to edit it. The only options available are to create a new one or to delete. Having the ability to edit an active Purchase Order, to add or change details is very important.
"Received by" reports are all empty
We are evaluating the 4.1.0 build 4112 version and are very happy about the program. However, when we try to create some reports we notice that all "received by" reports are empty. Is this because we are using the evaluation version? Or is there another cause? I hope that someone has seen this before... Kind regards, Jeroen
Window XP SP2 Firewall
During a domain scan I am able to scan my Win2K and WinXP SP1 machines, but not my SP2 machines. What port or application settings are required to be set on the firewall for SDP to be able to scan it.
Requester Web Form Setup
How do I setup the web page on the requesters desktop? Also is there a way to set it up so they do not have access to all the features listed for the technicians?
SLAs on Response time as well as Resolution time
Is it possible to set SLAs on other activities such as response time using the "Responded Date" field and comparing it to the "Created Date" field?
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