WHEN IT IS THE SPANISH VERSION
UNDERSTOOD TAPEWORM THAT IN OCTOBER, THEY KNOW THE DATE THANK YOU VERY MUCH :D
Question about the New Release
Is it possible to have Mode be available in the Rules for SLA (Services Level Agreements)? This would help in classifying how we distribute support. Also having Seperate ALL or OR's for the SLA Rules would help in the classification of catagories.
Feature Needed: Organizing Workstations.
It is great that you can organize assets, but one has very little control over the organization of workstations other than grouping by domain. I would like to have several different views of my workstations: Servers, Desktops, Laptops (organization by device type) Sales, Customer Support, Administration, Marketing (organization by department) David.
Some Problems
Dear Supporter, The followings are my problems when upgrade Service Desk to version build 4112: - AD authentication is very good, but problem occurs when you assign roles for each technical to control there roles. I think we should control by group in AD. - In the old database we've got requesters. When we import from AD to our database again, it don't replace exist user, it's add as new user to our database. - when we scan workstation in our system, It's cannot. - When we configure audit option
Survey
Can a submitted survey be changed. We are using the rating 1-5 and some people thought that the number 1 was best and 5 was the worst. I would like to change these to be correct.
AD User Import by Group
Is it possible to import users from Active Directory based on which groups they belong to? We have certain members of staff we wish to use Service Desk and those who don't. They are already defined in Active Directory and we only wish to import into Service Desk those in a particular group. Can this be done? Andrew
Unable to change Due By date
I installed SP12 this week and just noticed that after entering a request, I am unable to change the Due By field. I try to edit the request and click on the calendar next to the Due By field and nothing happens. Will this be fixed in the upgrade due out next week? Or am I doing something wrong, before the SP12 install, I was able to change the Due By date with no problem.
problems deleting obsolete software and adjusting licesences
Good Day, I didn't see this listed in the post so here it is. I actually have two questions. 1. When I try to delete obsolete software from the scanned software in the inventory, it asks if I am sure if I want to delete the software, then it just refreshes the screen and the software is still there in the inventory list. Do I need to do anything else to remove the software license from the inventory? 2. How do I demote the number of licenses issued to a particular piece of software? All I can find
scanning different domains
When I try to scan machines not in my domain (I created a new domain and am trying to do a workstation scan for a machine in this new domain) I get the following message: FAILURE : Connection to Telnet Service in the workstation failed It's a windows domain scan I am trying to run - not sure why telnet is coming up?
No response received from workstation.
Hi If i has that message, what can i do for me...........No response received from workstation. Probably the workstation might be switched off or does not exist. Targo
Email Notifications on New Request
We recently installed ServiceDesk to begin an evaluation and are very impressed with the product. That being said we have on into one minor issue. When we submit an email to our servicedesk account a ticket is created but no notification is sent to the technician we have setup. However if we then take the unassigned ticket and assign it to the technician he will get a notification. We have all email related fields check in the Notification Rules and all other email related function (sending and receiving
Problem with Cyrillic charset
Hi all! I have problem with Cyrillic charset in ServiceDesk. If I post requiest by Web - all OK, but if request posted by mail fetching - I've only "????????" in Title and description and in mail notification... How can I define charset for mailfetching? Is it real? Can I translate system interface to Russian or other language?
Fetching issue
I am having a problem with the "fetching" feature grabbing emails and creating requests. I originally set up my email as the email to fetch from and it was pulling the emails and creating requests. The issue was that it would grab any email and create a request. I set up a new email called helpdesk and have end users emailing issues to this account and it will not "fetch" the emails. I did make the change in the mail server settings page and it simply doesnt function correctly. Please help as this
Remove "new task" from requestor page ?
This "REALLY" confuses my users as we used to have a "Task List" in outlook that people submitted IT tasks for us to complete. So when people log in they instinctively click "new task" and obviously these dont get to us, I would like to just remove them from their view. Can I just edit the pages in some way ?
Assign button needs top be clicked twice.
When a request is being reassigned from one technician to another, the "Assign" button needs to be clicked twice to make the change.
Reports- Help Desk
Is there any way to customize the reports for the helpdesk? I would like to filter some records based in the value of the custom fields. also it would be nice to have an option for the type of request (Change, Incident or Problem). A little more ITIL oriented
Import contracts from CSV?
I have a list of domains names and expiration dates - I would love to be able to import these (as well as other lists of contracts) into SD+.
Connectivity Problem
Hi. I am Naveen and i am using the Service Desk plus last some days. i found a error that i am unable to add some PC into the Inventory List... When i Run Scan Workstation option By giving the name of the PC in Domain mode and also Proper Domain name is given but after scan its show the result "FAILURE : No response received from workstation while connecting". But my particular Work Station is properly running and i can ping that machine and also able to take the machine remotely...... Kindly Suggest..
Domain scan
hello, Im evaluating the product. Im in a domain @ work. When I try to do the domain scan I get the following error. List of Workstation Failed View Error logs 1 ASDBALI9 No response received from workstation. Probably the workstation might be switched off or does not exist. 2 ADAM No response received from workstation. Probably the workstation might be switched off or does not exist. 3 ARIANNEK No response received from workstation. Probably the workstation might be switched off or does not exist.
Feature Request: Technician grouping
We need the ability to have different groups set up for technicians so that a request can be assigned to a general group of people. These techs would then be notified by email that their group had been assigned a request. Someone from the group would pickup the ticket and run with it. As it stands we are having to pick someone on a team to assign a ticket to, which isn't always practical if they are on vacation or sick etc. Would this be possible? Thanks, Caerie
Jump to OpManager
Not sure if this falls under an OpManager or SP+ problem but then I use the Jump To menu at the top of the screen in SP+ I always get a session timed out window for OpManager. I never get this the other way as I've entered SP+ login criteria in OpManager which gets me admin access to SP+. Any idea why I keep getting the session timed out messages coming from SP+ to OpManager?
Import price list
Is there a way to import a price list from a vendor before you make a new PO?
Sp12 Fails on Build 4109
Just attempted the Service Pack 12 install. It failed and rendered Service Desk inoperable. The last scrolling line before the command window closed stated something about being SEVERE: in the SQL database I believe. Fortunately I performed a backup just prior to the upgrade or so I thought...... The restore of the database cannot be performed. Build 4112 states that the database from 4109 is incompatible. Any thoughts? Tony
Set up email account
How can I configure the email to use my exchange server account instead of the pop or the IMAP
Can't displya image in solution
Hello, if I put an image on a solution, this image don't display. So, my question his : can we put an image on a solution or not? If we can, how we can do this? If not, when we will be able to put in? Thanks a lot for your help.
HelpDesk WebBased
Hello How do you install the system online i have tryed what are the commands to do so
Timings
I have set up the "Operational hours" but the clock time still keeps going even outside the defined times For example our hours are 0800 -1900 Mon - Fri a call is create at 10:52 on 31/10/05 closed at 09:06 1/11/05 with the time of 22:41 but I thought this should have been 9:14 total hours?
re in ServiceDesk Admin
Hello i have just brough the system waiting for my lic as we are a big Hosting company and have alot of data centres I am setting up the incoming email and out going i have noticed that you can only have one incoming i want to setup more then that Also ticket IDs is there a way to make them bigger and the emails you get one a tech or some one from sales has replyed to make it say more in the reply also when you submit a ticket
AD Import Doesn't work
----- error ----- Dialog Exception occured while modifying AdventNet ManageEngine ServiceDesk Plus Authentication mode. Please report the problem to the system administrator, with the Error Code - 1131028479823 This is basically the error I get when I attempt to enable the AD logon feature. Any ideas?
e-mail technician not posting
When we e-mail the technician the e-mail content is not being copied into the Conversations section of the request like it does for e-mailing the requestor.
Is this for me?
We are running a Novell network with GroupWise and Windows XP computers without a Domain and Active Directory or an Exchange server. Will this product work for for me or will it be combersome and not work effectively without the Domain, Active Directory and Exchange Servers?
Attach file to PO
Is there a way to attach a file to a PO. When we create a Purchase Order, after submitting it we get a page that we can print to PDF. I would like to be able to attach that page to the PO along with packing slips and receipts after the item is received. Thanks!
Edit Requester info
When a requester list has been imported with a csv file, and you find that a requester name is wrong and needs to be changed or the phone number might need edited, where can you edit this. I dont want to have to import a entire new csv file just for one mis-spelled requester name. Also when a techniician logs in they do not get the option to add a requester. It only comes up if i give them admin rights. How can i give them access to add a requester without giving them admin rights? Kind regards
How can I customized the number of items view on a page?
I would like to know how i can change the number of items i can see on a page. For example in my workstation inventory by default i see 25 computers per page. I would like to change that and but 100 per page... How I can do that? Thanks Fabrice
Questions about the New Version ServiceDesk
I would like to know if the following are available in the current version or will/will not be on the new version coming out. 1. Remove the ServiceDesk Plus logo to put in Company Logos. 2. Able to change the subject line in the request emails not to say "in the AdventNet ManageEngine ServiceDesk Plus" 3. When will the new version be out? thanks Matt
New Request Button
Hi, I've been testing SD+ from a Techs point of view and find it to be excellent, and with the information from this forum, the upcoming release sounds like it will only get better. Yesterday, i started testing SD+ from the users (requesters) point of view. The first thing that I noticed is that there is no obvious way to start entering a request. the "Home" screen shows status of current or previous requests and any Tasks that are open etc. There's no clearly marked button or tab that the user can
SP12 Technician login error
When opening SDP, our users use a hyperlink that takes them straight to the "Requests" page - "http://helpdesk/WOListView.do" - for example, they open IE, then click on a favourite using the link above, enter their login details, and then it takes them to the "Requests" page. After installing SP12, this still works ok for normal users, but not for technicians - they receive the following error when they try to login (techs can still login using the default "http://helpdesk" link, but not "http://helpdesk/WOListView.do"):
Install on Text Mode
Could you provide me information on how to install Service Desk Plus in Linux on a text mode. My server does not have the graphics o X services install. Please advice Rgds Sirahuen
Display custom field at workstation view
Hi guys, I would like to display an extra field in the workstation overview. By default all workstations are displayed with the following information: Workstation, Model, Domain, OS, Assigned To I would like to add a field that displays the "Service Tag". I need this because I need to create an overview for our insurance company with the serial numbers off all computers. If I can't do it like this I would need to manually gather this data and put it in an excel form. I hope someone is able to help
Webpage of Roadmap
Anyway you could post a moderator only thread with some roadmap dates? And what will be included at each release? To help us plan??
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