Time Spent Field
The time spent field does not appear to be mandatory. Will this field be mandatory in the final release? I was under the impression that it would be, beside it doesn't for calculating or gauging billable hours if the field is never populated or required to be. Even the possibility to make the field mandatory would be helpful. Thanks, Robbi
Does ServiceDesk Support right to left?
Hi All, I want to translate the ServiceDesk to hebrew and i wonder to know if i can change the direction of web page to "right to left"? Kind Regards Arik
Email link to Request
Hi, I have taken a brief look at the SD 5 demo and am pleased to see the extra customisation for the request form and email templates. Can I request the inclusion of a hyperlink in the email templates customisation? This would enable user/technician to jump to a particular issue/request rather searching thru their requests... Thanks,
Allotting Requests
Hi Sometimes when I allot a request to a Technician, all the requests in the database, including closed and open calls in the database will be alloted to that technician. Now when I generate a report by technician for the last three months, I can see that each and every call is alloted to that particular technician, which is absolutely wrong. the only way I can reverse is going to each request and again reallot to the appropriate technician !!
Survey Trouble
We have set up a user survey with 4 questions. For some reason, it only shows questions 2,3 and 4. We've deleted the survey and re-entered the questions to no avail. Anyone have any suggestions?
Queue Monitor
Forgive me if this has been suggested before... IMHO, it would be useful to have a small client side app (system tray kinda thing) that would update the technician what is up their queue. Anyone else have an opinion? Suggestion?
SD+ Never finishes loading
When starting SD+ the progressbar gets about 90% along and then stops moving forever. What is the solution.
DCOM message when scanning workstation
Several of my computers have this message when I try to scan them using the 'scan now option' under workstations. FAILURE : Either access denied for the user or the remote DCOM option might be disabled in the workstation. I have ensured 'everyone' has full permissions on SCOMCNFG for Allow Access permission and Allow Launch Permission. Verified Connection-oriented TCP/IP is in the Protocols list. Even added the administrator id I created as local administrator to one of the boxes I am testing with.
url in solutoins
HI, I was wondering if there is any way to put a clickable link/url into a solution so that a requestor can open a document on \\server or on http:\\ site etc.. Thanks, Mark
Single Tech License Cost
Is it possible to purchase SD+ with a single tech license instead of a 2 tech license? If so what is the cost of the single tech version?
New Release
You keep telling us that there will be a new release, and when people ask, you tell them to go to the demo. Please let your users know when it is coming out!!!!
Can not add attachment to request once it has been issued
I can not add attachments to a request once it has been created, Shane :evil:
SP 12 Released (Servicedesk Plus Build 4112)
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of Service Pack 12 of SDP. It is available for download at: http://www.servicedeskplus.com/service-packs.html We strongly recommend that you take a back up before applying the SP. This Service Pack can be applied over any build above build number 4102 of SDP. If you are not over the 4102 build, please apply the Upgrade Pack as mentioned in the above link. Also, please ensure you have shut down
Doesn't Delete Software?
I checked a software program I wanted to remove from ServiceDesk and clicked Delete - but it didn't remove it? David.
Assigning Licenses?
Okay, I did a network scan and now I have hundreds of software programs and of course, ServiceDesk thinks they are all unlicensed. How do I create licenses for these programs? How do I tell ServiceDesk that we have 5 licenses for this program and then assign them? David.
Overall Management Report
How can I get an overall management report from ServiceDesk regarding productivity? I would like to know, in one report, how many request were received, how many were closed, and how many open tickets are in the queue for a given period. Not broken down by tech, or department, etc., that is nice, but what I mean is a rollup report for management. Something I can print out quickly when people wonder what we do all day long.
Feature request
Feature request: when entering a resolution, it would be more efficient if there was an extra button at the bottom that said "Save and Close". Often, after you enter a resolution, the first thing you do is close the call anyway, so this would save some time. Hope you will consider this. Thanks.
Email Auto-reply's
Hey Guys, first off, the helpdesk is awesome...what a fantastic product!! We are trailing it at the moment, is there a way to customize the way the emails are sent from the service desk? e.g adding company logo with formatted rich text as opposed to plain text which is not formatted, we are using it initially for a high profile customer and wish the emails to look slightly more professional... Is this possible?? Many thanks to anyone who can help!!
ServiceDesk Update
Has the new ServiceDesk upgrade been released as scheduled for today?
The 15th is here
So the 15th is here. Is the next release still set for today?
New reports included computers and user by department
Hi! I wonder if it's possible to make reports of computers by department it would be great if the report also could include all the users whitin the department. Beacuse we have some computers that are assigned to a user and some computers that are not assigned to a user but is included in the department but are assigned to the department. It would be a great help for us, and hopefully for other Administrators aswell. Best Regards Daniel
Middle of the month :)
Is it coming this week ? Or is it pushed back to mid Dec ?
Great Product!!
I have been evaluating this product for a while and think it's great! Any idea when the next release wil be out?
Servicedesk road map
Would it be possible to post the road map for servicedesk in the fourms? It would save alot of questions if people could see what has been thought of, and to be added down the track. Maybe post it as a sticky topic at the top of the list. Is there an eta on the client agent and remote desktop for servicedesk? These are the only two real things stopping my company purchasing a copy of servicedesk at the moment.
Additional Requester Details
Which is the table where are stored the requester additional fields that I define in SD
Italian language
Can anyone inform me about traslating in Italian?
Time spent on request
I need to convert the time spent field content in hours, minutes to print on externla report.
External report
I need to make a report on data contained in Servicedesk database but i can't convert any date-field to a string like (dd.mm.yyyy) How can I do?
Serial # scan
Is there a way to add serial # field to the workstation and have the network scan automatically pick up the serial #? I have seen this in other network auditing programs and have liked it since we use that serial number for tracking. It could also be in the Barcode field within the program. Is this already done or possible to add?
Cool features wished
Hi all, I evaluated you software and like it a lot. I have some intersting suggestions por the application: The Purchase Order module could add a commercial proposal management feature. Or in other separate module, or either allow to manage "N" commercial propostal / quotations for the same purchase order (considering file attachment of of documents received) The email sent to technician or either to requester could be more "well formated", I mean, it could be an HTML message or either a "copy" of
Priority settings
Can anyone suggest how we can get our due by dates back. Since installing the service pack 12 the due date on priority fields we have crearted have stopped working.
Another feature?
Not sure if this should be working or not? If not can it be added to the list. When an individual e-mails the Help Desk it would be really good if the call that gets created would be populated with the users workstation so that you do not have to assign it? Thanks
Extra Feature ?
I think it would be useful that on the request screen you have a visual indication of where the call is in relationship to it SLA conditions, this would make it easier to see what is going to breach SLA next by simple colour scale of green, amber, red Also the ability to edit the name / department once a call has been created
External barcode reader
Hi, i was wondering if there will be any possibility of an external barcode reader as option. When we do our inventory for rooms etc... We would like to be able to use a mobile barcode reader (ie: palm with barcode reader or symbol reader). Is this foreseen for a future release? Many thanks for a super software. John
Outgoing notifications failing
In response to a new request, when I try to email a requestor who has an email address that is not in our domain, I receive a �Sending notification failed� error message. However, replies to users within our domain are working just fine and Service Desk Plus accepts incoming mail requests from any domain. Any suggestions on this outgoing email issue? Thanks, Amy
Error durning domain scan
I get the following error on certain PCs while performing a domain scan. Either access denied for the user or the remote DCOM option might be disabled in the workstation. What are my possible solutions?
Data Base
Does anyone know where this help desk stores its data. Does it need a data base backend?
Survey Reports
I am not able to run any survey reports and when I open a closed request and select view survey results it brings up a blank survey form. I really like the product and think once a lot of the requested functionality is added this software will be a huge hit. Any idea when the next update will be released? Cheers, Michael
address book when sending replies
is there an option that will allow us to click on a user's name via the Requestors database in ServiceDesk that will allow us to add a user's email address when "Emailing the Requestor"?
Scan workstation
I have a network with Active Directory and Windows 2003 server. I noticed that the SCAN worksation for XP PCs works only if the firewall is disabled. I have tried some tricks on the exceptions of the firewall but nothing works. Can you advise me what settings should I change on the firewall or if it is possible to control it through Group Policy?
Next Page
