Wishlist for ServiceDesk Plus
Great product, I've been testing it for a few days and I'm amazed with what you've done-- hits so many of our punchlist items we've been looking for! I have a few suggestions: 1)Open Requests View: Allow to sort by columns Allow option to group requests by category or priority or Service Level 2)Table Views (general item) Allow user to add additional columns to view, and sort by any column. 3) Inventory We'd like the ability to link files to inventory items. For example, pdf's of warranty info, packing
Roadmap for ServiceDesk
Dear Sirs, We're very interested on your ServiceDesk product. However, having evaluated the free version, we found the report functionality is not as expected. I found customized report function will be available by end of Sep. Can you advise the roadmap, or the detail of levels of the customized report. Besides, we found Chinese support is okay but not in PDF report. Looking forward to your prompt reply as for management decision. Jheri Chan @Hong Kong
Technican Holiday Planner & Planned Maintenace
Would it be possible to include in furture release to expand the SD holiday element. Ideally I would like to see a annual planner where the service desk manager can plan, allocate jobs based on skills on available technicans. We have a number of engineers who's skills are from Unix/Linux, AS400, Web, and Windows networking. I would like to see which engineers are on holiday or holidays due. To expand from this the possibility to incorporate Planned Maintenace of servers, desktops or project rollouts
Asset Reports
I have been looking at the asset reports. Would it be possible to have total and sub-totals included in these reports. If not could could provide me with some database parameters so we can then use Crystal or Business Objects to create our own custom reports. Rgds Damian
Command Line Login
Is it possible in SD+ to log directly into SD by passing a login name and password in the command line for the url. Example:- http://servicedesk.domain.co.uk/username=dbunn?password=whatever Thanks Damian
How do You Back up your files with ServiceDesk?
Thanks..
AD Authentication - Automatic Auth Needed
I'm evaluating SD+ as a replacement for our current help desk system. One of the simple, yet nice, features of our current system is that it can use windows authentication to automatically log users into the help-desk system through Internet Explorer (and Firefox if it's properly configured) so that our users don't have to log in to submit a request. It doesn't appear that SD+ has this ability, though it can use AD authentication but it still requires you to manually log in. Is this on the roadmap?
Upgrade + Customization with Sept Release
Will the new release that supports MSSQL also contain a migration path from a running environment from MySQL --> MSSQL so we do not loose information. When will it be possible to customize the login page, logo's and text. Peter
edit login page
We are currently testing the SD+ product and are really impressed with what the software offers. We did come up with a question in a meeting and wanted to know if we could edit the login page to see if we can change the links on the bottom right hand corner of the login page to our website and tech support? Any insight would be great. Thanks.
Cant find any computers
Cant find any computers when i search for them, the domain is there and in the taskmanager i can see some ping-processes. I have activated telnet, wmi and com/dcom on all the computers that is relevant in my domain, also the servicedesk-server is now a part of the domain(it wasn't from the beginning). Tried to scan with a local admin user. Tried to scan with a local linux user. Tried the domain admin. When i search for a specific computer in my domain, i get this: FAILURE : No response received from
Saving filters as default
Is it planned to be able to save filters. As an example when going to Requests defaulting to "My Requests" Rgds Damian
SD+ maintenance pricing
I would like to confirm with some of you SD+ users what I was told by an AdventNet sales rep. What I understood is that whatever it costs to originally purchase the product is what you are charged each year for ongoing maintenance and support. Is that right? BTW - we are in the midst of our 30-day trial and so far are very impressed with the capabilities of the product.
Possible multidomian AD workaround?
Is there anyway I can access the user accounts database within adventnet to edit the usernames? and set a default password? This would greatly help me workaround my problem of having 7 domains. Just an idea?
Restrict priority level by category, not user selectable
We are looking to have the priority level be populated by the category selection (Only). To prevent a SMS every time a End user decides to make something a High priority. In our environment users make everything a high priority. Thanks Scott
When I click on certain workstations I get a HTTP Status 500
When I click on one of my workstations, I get the following error. HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception org.jboss.tm.JBossTransactionRolledbackException: null; nested exception is: org.jboss.tm.JBossRollbackException: Unable to commit, tx=TransactionImpl:XidImpl [FormatId=257, GlobalId=HQPC05012//744,
Printing Reportes
Is it planned to be able to print reports directly from the page rather than creating a PDF document then opening and printing that. Damian
Reports not showing Data
I am trying the free product and installed it thrice, every time with the same luck: the program seems to work fine, but the reports show dashes where it should show numbers. I would like to know wether this problem is solved somewhere else and if this could be caused by the fact that the machines are W2K Spanish. Thanks!
Stop Timer limit when adding note
Is there a limit on how many characters/text can be added to the reason for stopping request field when you stop the timer on a request? Thanks
Service Level Agreement
I tested the SLA by escalating the request when it was overdue and priority is high. But it didn't seem to work. Is there something wrong with the configuration? What is the relationship between Notification Rules and SLA?
Search in Asset with barcode
Hi! When i try to search our assets with a barcode as keyword, it returns nothing, even though i know it its the correct barcode, and that the asset exists. Seems to me this is a bug - any chance you could fix it an upcomming release? Best regards Andreas Lydersen Metro I C as Norway
Customer Contact
I want to be able to list customers with their information in a contact form which can be search. Does anything like this exist in Service Desk? I would like to also know when services end for customers by attaching dates for reminders to certain staff memebers. Can this be done? Thanks.
Pic Attachment shows up as blank filler in new request in SD
If a user sends me a screenshot with their request, it shows up as an attachment, but then as a blank jpeg can't be displayed... Any ideas? Thanks.
Active Directory authentication
OK, So you have AD authentication, which is great, but 1 huge problem.... What if you have more than one domain? You can only authenticate against one domain, I have 7!!!! Please add the ability to authenticate to a forest, not just a domain... you can do this from a server that is the root of the forest... you just need to allow the user to enter their domain in the logon.
Due Date
Is there a way to change the due date based on the priority of the ticket?
SMS Notification
When we try to use the SMS to notify our techs, we get a Sending notification failed. We are sending to nextel phone number@messaging.nextel.com, it has worked previously with our old Help Desk software. Sorry for all the questions, just trying to get this configured like our director would like.
Test for '," Pls ignore This
testing for" double code & ' single code . If it's work Don't care about that If it make error like"can't" Try to understand the problem test for "Servicedesk's Issue"
Unable to enter resolution in Mozilla Firefox
Resolution screen is blank and does not show up, when using Mozilla Firefox after upgrading to ServicePack8. Works fine in IE6.
SP 8 Released ( Servicedesk Plus Build 4107 )
Hi All, The much awaited SP to SD+ Build versions (4102 - 4106) to migrate 4107 has been released and the list of features & bugs fixed in this SP release are : * Authenticate user login through Active Directory. (Note : Currently AD authentication is case sensitive) * Reports on purchases made. * 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
Installation and Database
Is it possible to install ServiceDesk to use an exsiting MySQL database? I already have Apache and MySQL setup and want to install ServiceDesk on the same machine. INFO | jvm 1 | 2005/08/31 14:36:45 | Unable to start MySQL server on port 33366. Please free the port. ERROR | wrapper | 2005/08/31 14:36:45 | JVM exited unexpectedly. FATAL | wrapper | 2005/08/31 14:36:45 | There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. FATAL | wrapper | 2005/08/31 14:36:45 | There
Notify technician when a requester updates a ticket
Is there a way to notify the engineer when a requestor adds notes to the ticket...the same as when the requestor gets a mail when the ticket is updated? we need this so that engineers know when tickets are updated.
Notify Requestor of Updates
I have enabled the "Notify requester by mail when the request is updated ". I am getting complaints that they are receiving emails, stating that the job has been updated but it shows no change to the job in the email. I have tracked it down to when I allocate or change the technician on the job, it registers as a change in SD and sends off an email telling the requestor that it has been updated but no changed can be seen from the email. In the Templates for Email Requests there is not a field for
Search Restrictions
We are looking to have external parties access our Service Desk installation to pick up and handle their own requests. As an example a software development house who write one of our systems receive fix requests that we would like them to access. We do not however want them to be able to search any other database except for requests that are assigned to them. When I log in as the user I am given the option on the left hand side to search Requestor, System Log and Requests. Is it possible to define
Evaluation License
I am running the eVal of Service desk. If I purchase the license following the expiration of the trial will it be re-activated. Damian
Creating a new Requst
I was creating a new request in the request form. When I hit the Save/Submit Requst button I received the following error message: "Please input a value number for the field under Additional Request Details" I am working off of a eMac/Netscape v.7.2. My sofware is loaded on a Windows 2000 Dell. Any suggestions as to why I cant input data?
How AD Authentication Works ( SDP Build Version 4106 )
Hi, ServiceDesk Plus has introduced a new feature wherein the authentication of the requesters & technicians will take place at the Active Directory (AD) Level. In order to enabled this feature in SD+, use Admin -> Active Directory -> Select a Domain -> Enter the Server on which AD resides -> Active Directory Authentication. This is how the feature works if you have chose to authenticate with AD. 1. You should create a user in AD with "admin" as the username. Specify a password for this user. Use
AD Userid - Case Sensitive
OK, I realize this is a minor issue, but it would be great if the userid for Active Directory authentication was not case sensitive. End-users really have trouble with this one.............please let me know if this is on the road-map to fix or not. Rather than importing the userIDs into the app - just performing LDAP auth would seem to fix this problem.......thanks.
There may be a configuration problem: please check the log
This error message is coming up in Event Viewer after a "There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up." event message. Any ideas on where to look?
Looping Emails
Just replied to an job request and added helpdesk email address into the CC Field. THis caused an email loop to occur as I also had enabled the option top email the requester on receipt of a new job. and because we cannot reply to a current job with out creating a new job request the loop continued. I have had to turn off the return request option to stop the loop Can the being able to reply to requests by the requester without creating a new job be fixed ASAP. Thanks Andrew Loughnan :twisted:
Installation Problem Under Linux (Centos)
Hi everyone: I payed for a webhosting under Linux Centos, but I only have access to my space through ssh and http, therefore I cannot see the java screen. (I see through console the message saying "Initializing InstallShield", and Starting Java Virtual Machine, but that only leads to a prompt, and the Installation stops. There's another way to install the program? thanks in advance,,, Isaac
Linux Uninstall
Hi, I have installed AdvenNet Servicedesk on my Linux White Box Red Had Machine. I would like to uninstall it, how do I go about it? Please advise. Rgds Joe
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