Incoming Email fetching
Is there a way to avoid ServiceDesk cleaning out the fetched email acccount? Right now I have it monitoring helpdesk@domain.com and each time it fetches it deletes the item from the mailbox. This wouldn't be an issue but we are a unified messaging environment and our Exchange message store is also our voice mail message store. So...unless we check voice mail within that minute between SDP fetch it deletes that voice mail and creates a ticket with a .wav attachment. Please let me know what I can do
Big Bug -- I was just assigned every ticket in the system
I clicked on the check box under the "unassigned" ticket view, and clicked pickup. Every ticket that had ever been opened, even if it was already closed, was assigned to me. This is a real pain to try to re-assign all the open tickets. Even worse, we rely heavily on reporting. Our reports now say that I have closed every ticket ever open. This is not good.
SP 10 Released (Servicedesk Plus Build 4109)
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of Service Pack 10 of SDP. It is available for download at: http://manageengine.adventnet.com/products/service-desk/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
Adding a new Vendor problem
When adding a new vendor, the 1st line of address allows about 25 charecters, but once saved it cuts it down to about 12 charecters. Could this be fixed in an update or are we doing something wrong? Thanks Dunk
Scheduled Start and Stop of SD+
Is it possible to use Windows Scheduler to Start and Stop SD+? I have tried using the Run.bat and Shutdown.bat files but these require user intervention with a "Press a key to continue" message. Is there a switch I can use to ignore this? Reason we wish to do this, is the server it is on can't be backed up correctly because there are files in use (SD+) so we need to stop it during the backup. Thanks in advance Dunk
Purchase order suggestions
SP10 has fixed the rounding problems on purchase orders which is great. Now that I can use purchase orders I was wondering if the following PO features were on the road map: 1) Ability to use our own PO numbering system 2) Ability to enter historical PO's (I get an error if the required by date is less than the current date) 3) Additional Sales Tax fields (in Ontario, Canada we need to show GST and PST as separate line items) 4) Sort the vendor dropdown (I would suggest that most if not all dropdowns
Servicedesk plus: Networkscan ping
Hi, I try to install the Trial Version of ServiceDeskplus on a Debian system (testing). The server starts and I can log in. But when I try to scan a network it fails. It cant ping any reachabel machine. But from the console I can do so. Installed is the iputils-ping package. In the serverout0.log I find the lines about not reaching the different hosts: For example 192.168.0.17. It is reachable with a ping from the console. [22:05:52:841]|[09-23-2005]|[com.adventnet.servicedesk.asset.discovery.NetworkDiscoveryThread]|[INFO]|[31]|:
Multiple Database
Hi, I am eveluating the software and am very pleased with its functionality. I've also evaluated other softwares and one option that has been very interesting is the fact of being able to have multiple databases.Meaning, one for internal helpdesk and one for external helpdesk (ei: software support). Will this be an option available in a futur release??? Thanks. John
A Machine Belongs To WHICH User?
I've gone through my collected inventory, assigned 400 machines to 400 users. A support call comes in, i input this support request and then view the request details. Why can't there be a link on this page linking to the requesters machine(s)???? I assumed there would be one due to it being such an obvious requirement, is there one?...am i missing it?
Information in Reports
How are the Requests Closed Summary by Date by Technician and the Closed Requests by Technician created? How and where is the info pulled from? I would have thought that both reports would show the same total number of closed calls for a selected date range but they don't. The Closed Requests by Technician seem to always leave closed cases off. For example, I've closed a total of 8 calls today according to the Summary report but only closed 6 cases according to the Closed Request report. Why are
"error unpacking files" in ServiceDesk Pro 10 inst
W2K Server SP4 dual-Pentium Pro 200 320MB with 150MB Physical and 1.3GB Virtual free mem C: = 2.4GB, 340MB free E: = 6.2GB, 2.4GB free F: = 4.2GB, 2.7GB free 1MB Trident that won't go over 16 colors at 800x600, so this may all be moot... Trying to install SP (newest from today's download) after successfully installing OPManager 5.6, and it fails Error "Error unpacking files", with nothing specific shown. I can believe the server is too old for ServiceDesk, but OPManager installed OK. Contents of
Unix Support
Hi , How can i scan the Unix systems having multiple flavours like Linux, AIX & ..... in Service Desk 4.1.0
Serialnumber
Hello all, is it possible to register the serial numbers of the connected LCD-Monitors of all the workstations in a company? If so, how long could it be. How many positions long could be the serial number. This is very important, because the serial number of many of my used TFT-monitors is 22 positions long. Your answer is highly appreciated. Thank you and many regards.
Automation of assett scanning
Is there a way to automate the scanning process other than just a scheduled scan? Something in a login script or of the sort? This would be great.
User self login email format
is there anyway to edit the text in the email that is sent when you mail a user their self service login details many thanks
Unassigned Requests
In SD+ when there are unassigned request they are not on immediate view, you have to go to "All Open Requests" and trawl through and hunt for them. Would it be possible for them to be linked into each of our technician's open items. So a technician in "My open Requests" can view the unnassigned ones there too. Either that, or on the open requests screen, be able to view individual users requests instead of having to go into reports for it. Hope that makes sense! Thanks Dunk
Allocating Licence Duplicating
I'm currently going thru this software and assigning my software licence to specific machines but I have a problem which I hoope someone can help me with. I'm looking at the scanned software page and I notice Adobe Acrobat Professional 7. I click on this to see who has this installed and it displayes the 2 workstations that have it installed. I've made the software type Managed and I have 2 licences for it. So to allocate the licences to each machine I click on the tick box at the top of the Unlicenced
Blank Workstation Names with inventory
Hi, When there is a Domain Scan, there is always about 10-15 Blank workstations that will appears as new at everyscan. There Blank name are Servers and Workstations. I need to manually delete them at every scan. All other systems are OK. Is there a fix for this? You can see what I mean in the Attached document. Thanks Daniel
SLA escalation is not working
I installed SD 4.1 and have a build No:4107. I assigned a SLA with resolution time of 4min and set the Escalation Level1 to 2min. And i logged in as requester and cretaed a new request with that priority normal for what i had set the SLA. But after the time i checked but its not modified any time or technician to which i have assigned in SLA. Is their any problem in my configuration. Can i set the time like this 4min & 2min. Will it take that much less time or i should give only in hours. And i downloaded
Requester Reply to Notification opens new ticket?
Love your product, but during testing, I noticed if a requester replies to a notification, it opens a new ticket. Is there a setting I am missing or any way to avoid this besides requester training? Thanks!
Changing email messaging defaults
Is there a way to change the default email/sms message? I am constantly manually modifying the message text when sending out to my techs. Is there a way to customize this so that the standard settings and information I want to send always comes up?
Reformat emails ?
I know you can change the "fields" included in an email but can you change the formating ? for example ... Request ID : 1 Date Created : 22-Sep-2005 07:36 DueBy Time : 06-Oct-2005 07:36 Title : huhu Status : Open Priority : Low Mode : Web Form Level : Tier 1 Category : Other Requester : Dermot Ashby Workstation : P3282-DASHBY This is nearly impossible to read as the tabs are off ..
Additional features Requested
In the Inventory and Requesters pages, would it be possible to default back to the previous view that was selected (Show X Per Page and page number) before saving changes to a particular record? On all pages could you enable sorting by column headers? It would be especially helpful in the Requester List section. In the Edit Requester page it would be nice to see an alpha-numeric sort of Department names instead of what seems to be a random sort. Currently it is difficult to pick out the department
How to change the port number
does anyone know how to change the port number? i have active data in the database now, but need to change the port number cheers
dcom not loaded/enabled on WIN2K PRO workstation
Tech Support says the workstations/servers I am attempting to network scan need to have WMI, RPC, and DCOM enabled on the device. When I look at Services, dcom is NOT even a selection for the WIN2K Pro workstations, let alone disabled. I don't see dcom at all! How can I load dcom, or enable it in the registry. I don't see it as a choice in Add/Remove Programs. Or is there some other factor in the security of the device that stops dcom from loading? Or some heavy handed service pack? Thanks for the
Active Directory Import
Is it possible to restrict the active directory import to a specific ou?
How to move service desk to another machine
hi there :) i have been using servicedesk plus for 2 weeks and have inputted a fair amount of data, i need to move it to another machine, anyone know an easy way of doing this? many thanks
Attachments in request and solutions
Hi! I have two problems with attachments: 1. After adding a new request, there seems to be no way to add an attachment to it by editing it. 2. Solutions don't have the possibility to have attachments. This is a most wanted feature. Quite often the solution is based on a registry fix or some other external file that you would want to supply the user with. Regards Andreas Lydersen Metro I C as
Sort feature for Request page.
A great feature would be to add a column sort in the requests section. Simply click on the Column header and the screen refreshes with the requests sorted in ascending order on the column you choose. Click again and the page refreshes in desending order. Similar to the way outlook works.
Notification to Role Types
We have three basic types of ServiceDesk users; End Users (Requesters), Technicians (Custom Role called SDTech) and Facilitator (SDAdmin). Our facilitator is in charge of keeping the requests current and coordinating tasks. What we would like to have is a way that our facilitator can be notified when a request is closed. Keep in mind the facilitator is NOT the requester. In fact we rarely send closure notifications out to our requesters. Is there a method of doing this already? If not, can a feature
Active Directory Authentication
Is it possible to connect the active directory authentication to the whole domain or even more than one server? We have three servers all with different users on and we want them all to login using their active directory username. Is there a way to do this?? Andrew Butler Culford School
Domain Scanning Problems
When running a domain scan with SD+ it works ok for most of our users, but a few it just doesn't. If I try and scan it manually it comes up: FAILURE : User does not have the access privilages to perform this operation. We are using the main Admin user name and password so this can't be true. Also if I were to run the whole domain scan again, it wont add the existing computers again will it? So that there are duplicates? Thanks in advance Dunk
SQL 2000
Any plans on being able to use SQL 2000 instead of mysql server?
Routine jobs
Hi! I wonder if there is any option to make a routine check. Something like this. Like a options: YES NO Made by Date Is the backup from yesterday allright x Dimman 050920 When you arrive in the morning and you are first in line, and you are going through the system, it's good if you have these routines, and make sure that all the tech are doing the same thing, and to check if something is missing or forgotten. Best Regards Daniel
"Assigned Technician" field
Hi, great product, but just a quick query: Is it possible to add the "Assigned Technician" field to the auto-generated email so the user knows which technician is assigned to the call by email (I know they can see it when logged in but wanted them to be able to see it via the emails too)? I can see that under Notification Rules ---> Requests: Email Template there are options to add certain fields to the email but cannot see one for "Assigned Technician". The problem is that if a user logs a call
Annoying issue
I have been updating e-mail account information for our users and we have more than 1500 users. everytime i update a record the view only shows 10 records where as it should retain the previous setting of 200 records. Will this be fixed in any of your future releases. Secondly when will customizable reporting be part of SD+ Thanks Usman
Automation of Asset Scanning
Nevermind.
Auto-assigning tickets to techs based on department
First of all, and as always, thanks to Adventnet for ServiceDesk Plus. I know that it is possible to assign a tech to a category, but is there a way to assign a specific tech to a department. I actually have a need to assign techs to a specific location, but with the way I have departments labeled, departments will work. If this function is not already there, I have to put a vote in for it. I can see many uses in being able to assign techs to departments and locations, not to mention my own. Thanks.
View all request
Is it possible that the requester can see all the request of all of the requesters. Example: requester John and requester mark can see each other request
Problems with POP3 after SP8 upgrade
Since upgrading to SP8, everything worked fine, but it's stopped grabbing the emails from the POP3 account. I've checked and the emails ARE there, it doesn't give any error messages when I save the account settings and stop/start the fetching process. I've already restarted the whole thing, so far no luck.
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