Customized Trouble Ticket auto-generate
I was wondering whether instead of the request ID being created automatically everytime we post a request, can we like set some kind of variable so that it can generate a custom trouble ticket format, i.e TT0001/2005, TT0002/2005, ... Also, can the Trouble Ticket (Request ID) number be shown on the Main Request page also? Thanks.. Great product btw.
Attach asset to other asset.
Hi all, is it possible to attach an asset to another asset? Like for a network switch, attach the boards that are in the switch? Or for a server, attach the special pci cards that are part of it? I know I can create workstations but I would prefer have assets. Thanks
Feature Request self-service inventory updates.
Hello I have been working with Service Desk Plus for several weeks now. This is a fantastic product! As with most IT professionals my time is extremely limited. One thing I have been doing to reduce my workload is building self service web tools / scripts for my users to take over some of the more tedious functions of my job. The domain scan functionality in SDP is great for capturing inventory when getting started however maintaining that data it is a challenge to capture remote users and local
Help desk solutions are too limited.
The service desk help desk solutions is pretty limited. Instead of just plain text how about giving us the option to use html or attaching a document the end user to open for help, ie: pdf, word document, html document, etc. Some end users need the ability to see an example of how to fix a problem in a graphic format. How about giving us a WYSIWYG edit function with adding images? thanks, Quibbly
Email the Technician
After upgrading to SP8 I have noticed that when I use the link Email the Technician from the ticket it is not recording a conversation for it. Is this something new? I would like for it to record this in the onversations. Steve
Notify tech when ticket updated
Can someone tell us when the ability to notify the tech when the ticket is updated will be implemented? This is a crucial feature for us.
Survey Link taking user to ServiceDesk Home Page
I am testing the ServiceDesk Survey Option. I received the email with the Survey link but when I click on it I log in and get the home page for the ServiceDesk. What am I doing wrong? Thank You, Steve Version 4.1.0 build 4107
Reports based on requestors
I am assessing ServiceDesk at the moment. One thing I cannot work out is how to create reports based on requestors. In this report I would need all requests for a time period for a certain requestor with the duration of the request included. How can I achieve this?
Importing from Users from AD
When I try to import users, it sees them all, (111) but it fails, any ideas? I've tried about 5 times, and it has worked in the past. JP
Outgoing mail
There is no problem for me to configure incomming mail, but when I tried to E-mail the requester, it fails.I got Sending notification failed. I read that the i must turn off authentication in the mailserver, is full of risks to do this. I read in the forum that" You can configure your mail server to disable authentication for the mails sent from SD+ server." Where I can specify this, we are running exchange 2003? Best Regards Daniel
New Feature Release
We have started to evalute your product for possible purchase. Is the new release we are reading about still on track for EOF September? Some of the features listed are answers to questions that we are having. I.E - email customization. Will there be a upgrade path from the current build we downloaded 4108? A firm date on this would help solidfy our decision.
Installing to a web server
does anyone know how i can do the following: i have a subdomain of 123.mycompany.co.uk and lots of freespace on my isp's webserver, i would like to run servicedesk from there as i am out and about a lot :) ta muchly
BUG: Can't take off hold status
We have discovered a bug in 4108: We use the hold status to designate tickets where we have provided info to the client, but are awaiting their response, etc. What we have noticed is that we are unable to take tickets off of hold! We are still testing the consistency of this, but we have plenty that are showing 'on-hold', even though the history shows it being taken off hold. We would obviously like to see this fixed ASAP. We would also like to see some way to place a ticket on hold automatically
Is the next release on shedule
Chomping at the bit here to see the next release and get rid of our current system. Is everything running to schedule ? Damian
Additional Request Fields _ can they be made mandatory?
I have my ServiceDesk Plus system set up so that only supervisors can submit requests via the web interface. In order to make this work, I have set up Additional Request Details fields for name of user needing assistance, office, phone, and system ID. Unfortunately my supervisors habitually leave out this information. Is there a way to make the Additional Request Details MANDATORY fields that must be filled out for all web-based service requests? Also, is there a way to include this information in
Requester Groups/Filters
ServiceDesk Team, I may have posted this somewhere else but the ability to assign certain requesters (or multiple requesters) to Groups and filter all requests by requesters and/or Groups is incredibly important to myself and would make your software so much more powerful for users with multiple pages of requests. It would make it easier to assign technicians to the Group to which they are most suited and cleanly show what the requests still open for a given location/users. Right now we may need
Scheduled Shutdown and Restart of Service Desk Plus
Using Windows 2003 Server, I have setup scheduled tasks to shutdown and restart Service Desk Plus using the shutdown.bat and run.bat commands in the /bin directory. When I run the task, it just sits on "running" and does not do anything. Is there a different batch file I should use, or do I need to add some switches after the batch file? Thanks
No DATE: header in SDP emails
Hi, I am currently testing SDP for use in our company. I notice that any emails send out from SDP have no date: header field. Consequently, all emails recieved by my email client (Thunderbird) show a date of 01/01/1970 ! Obviously this is a problem for users who request support via email as the response from SDP will always come back with 01/01/1970 as the date! Is there any way to include the date field in the email header going out from SDP ?
Ports being used for inventory...
Just want to find out which ports SD+ uses to complete its inventory.
connecting to GroupWise port 1677 fails
How can I connect to GroupWise email via the admin section of servicedesk? thx
Function request from Chinese customer
Chinese customer (IT Manager, Information Systems) is evaluating SD plus. They ask for the following functions: 1. Have an auto page refresh on the request page so that the screen or requests are visible without having to hit F5 2. When opening a new request that the workstation information attached to the owner can be viewed or linked as to view the users workstation details such as IP address for easier remote access.
SP 9 Released ( Servicedesk Plus Build 4108 )
Hi All, The much awaited Service Pack to SerivceDeskPlus Build versions (4102 - 4107) to migrate 4108 has been released and the list of features & bugs fixed in this SP release are : * The login name in ServiceDesk Plus has been made case-insensitive. * The data migration issue when upgrading from 4106 to 4107 build version has been resolved. * Searching of assets can now be done using the bar code values. * The pie/bar chart in the purchase reports were not showing the correct values. This has been
Issues getting app setup in Suse 9.3 pro
Trying to setup under Suse 9.3 Pro. - Ran setup app and followed instructions. - Encountered the following Server is starting. This may take a couple of minutes ... Free edition... Trying to start MySQL server failed tony@linux:~/AdventNet/ME/ServiceDesk/bin> If there are configuration details required for MySQL, then I wished the docs had this info. Would appreciate any assistance. Tony
Headers and Footer on Purchase Order
When I try to print a Purchase Order, I'm getting the headers and footer. Is there a way to eliminate this?
Service Pack 9 installation problem
When iam installing SP-9 for Service Desk plus iam getting error after completing installation at POST INVOCATION PROCESS. Iam having Service Desk Plus 4.1 with BuildNO : 4107. In my Update Manager console iam getting the following error described in text file in which i have attached to this post. So any one can give a reply with the solution for this Service Pack 9 installation.
Item List under Purchase Order
When I create a new purchase order and adding items on the list. I'm only getting 5 items on the list. I know I have inputed about 10 Items in there. Is there a way to resolve this?
Hardware scanning other than PC's, etc
Is it possible to scan hardware other than the PC, eg IP phones, switches, routers. Since this is also a part of inventory will this be on your road map for this product. We will be obtaining your servicedesk software in the next couple days and the major issuse that we are having is that we have many locations with multiple technicans. So basically when we are creating a ticket we see technicians from all over the country. Basically if we can group technicians under the location it will really help
Request requiring multiple technicians & forwarded reque
What is the best way to handle a request that requires the attention of multiple technicians? For example, I receive requests for new employee setups, which require one tech to setup the phone, one tech to create user accounts, and one tech to actually setup the computer. Should I create three separate requests (one for each of the technicians) or do you know of a better way to address this scenario? Also, when you forward a request to someone, is there a log of it? I expected the forwarded message
Cost of ServiceDesk Plus
Hi, How much does ServiceDesk plus cost?
Report pdf export - Open Request by due date
When exporting the report "Open request by due date" the due by column shows a bunch of numbers that do not seem to correspond to a date. Can someone help me out with this? I have attached a sample for view. Charles
Creating Drop Down Lists
When creating addition fields for the request page, is there a way to make a drop down field that is associated with the new field so you can select what to fill in? An example would be a field called Call Time in which we select whether the user called during regular work hours, weekday evenings or on the weekends. As I have it set up right now...I have to manually type in what I want.
purchase orders
Is anyone using the purchase order module of Service Desk? If so, are you seeing the bugs I am? Today I tried to enter quantity 2 of an item that costs $48.33. The extended amount showed $483.29! With 15% tax, the total was $555.78. This is 2 cents lower than it should be and makes me doubt that Service Desk is storing numbers correctly. SD has many other useful modules, don't get wrong, but I really thought the purchase order module was going to be the deal clincher for me but how can anyone rely
Deleting Requester does not remove them from the workstation
When I deleted a requester, it did not remove them from the assigned workstations.
Logo
I know the replacing the logo was talked about in April with another user. Can you tell me if it is possible to replace the logo on service desk with your organizations logo? Thanks
Reports for Contracts
Is it possible to print a report of all the contracts and their costs?
"Conversations" does not show correct technician
The "Conversations" area does not show the name of the technician that recorded the notes. It is showing the name of the Admin user on every note recorded regardless of the technician that recorded the note. We are using version 4.1.0 build 4107. Also, when you Stop the timer, perhaps this and the notes for it could be added to the "Conversations" area as well, otherwise we have to click on the History tab in order to read the Stop timer notes.
Forgot password for requestor login
Forgot password for requestor login. This is the most complete Helpdesk I have seen and if it had a self service forgot password for requestor that would just compliment a great product.
SMS subject
How can a remove "A new Request with ID : XX has been created in the AdventNet ManageEngine ServiceDesk Plus" from SMS messages. It over loads my pager to the point I can't get the real message body
Repeating Requests
I just downloaded the trial version of ServiceDesk Plus today and am playing with it tonight. I have repeating requests that have to be done on a weekly and monthly basis. I can't seem to find a way to mark a request to automatically repeat (recreate a ticket) when one is closed. Is this not available with ServiceDesk Plus?
REPLY TO A JOB CREATES A NEW JOB
In this service pack release I read that the "Threading of Requests - Including the request related conversations under the same request ID. (Note for current users : The request history which was available in the separate 'Replies' tab is now part of the request conversation details itself) " I read this to fixd the problem of when replying to a job it would be added to the same job instead of creating a new job everytime. But this does not seem to be working. Is htere something that I am missing
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