Can query the data in the database via 3rd party software?
I would like to be able to do queries on just the software inventory. Most of the software is not set up as an asset. Can I use a sql utility to get to the data and export say to excel :idea:
No plans for java or .net right ?
I _LOVE_ your software, and what i love most is its speed of performance. I am on the cusp of buying but want to know that you are not planning on going to Java or .NET any time soon, both these technologies complicate, and slow down the interface a lot and I would hate to see such a good product killed ..
Asset Scan
When scanning our Windows AD network keep getting duplicate workstations returned, these then show the same IP, Serial Number, etc attached to the same domain? This does not happen on all stations, approx 5% are showing these duplicates? Thanks for any help
ServiceDesk Plus - Latest Release Announcement
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of the latest version of ServiceDesk Plus 4.1 - Build 4106. It is available for download at: http://www.servicedeskplus.com/download.html The Service Pack 7 which will migrate you from the older builds has temporarily been withdrawn as a few users reported problems when applying it. We are working on this & SP7 will be available soon. Thanks for your feedback & continued patronage. Regards, Aravind
Your software
Hello, I run a service and support company for Law Firms. My business has not been growing as I would have like, mainly because i have not marketed myself. I want to start heading in that direction, I have been observing my work habits and what makes me a good technician at work vs running my own business. Beside work habits that have to be changed and organizational skills that have to be honed, one thing I noticed is I tend to follow up with customers (the end users at work in this case) more often
Request due date
Is there any way for user to set the due date for the request.
Problem Importing Requestors from CSV file
Hi When I try to import a list of users from a CSV file on Service Desk 4.1 the following error appears after selecting the fields to import when we click on the "import now" button: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Array index out of range: 13 org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Cannot view ServiceDesk
Running RHE 3. Installed ServiceDesk via console on same server running Opmanager. Installation went fine. Started ServiceDesk just fine and it says to goto http://localhost:8080. Well of course i replaced localhost with the IP address of server and I get page cannot be found. Any help would greatly be appreciated.
Request ID's
We are currently reviewing Managed Engine Service Desk. So far we have liked what we have seen. I do have a question about the Request ID's. We would like to able to track how many calls we do in a year. Is there a way to reset Request ID at the end of the year or put a identifier for the year in front of the ID number?
AD Import .. passwords ?
Did the AD Import it found all my users/email etc .. but no user can "login" always says password invalid ?
Email Set up
Having Issues setting up notify. I created a new email account called Helpdesk@theChilli.co.uk and set up accordingly. The info required to do this seem clear and simple and I'm sure it's correct. However when I send an email to the tech for example it fails? The only thing i can think of is that this email provider require securety on smtp. I normally have to put auth.smtp.1and1.co.uk to get my local email to work and then check the secure box. Would this cause a problem with SD + set up? thanks
Time tracking
Can you track the time for each request so that a report can be created for billing purposes?
Error while installing ServiceDesk Service
Hi, Can anyone solve my issue? I had downloaded the trial version and intended to use it in my organisation. After I had downloaded, I did a installation and before installation completed, I got this error. Can anyone help me up in resolving this issue so that I can try on the trial version. thank you. REX
Error while installing ServiceDesk Service
Hi, I had this problem when I install this trial version on the desktop(Windows XP Pro). I'm not sure if I can install on this O/S, coz I'm doing this for testing. If I can't, can u please advice on the right hardware & O/S? Thank you.
PO Numbering Request for Future Version
I understand that the PO system must start at 1 for this version, but we use our initials, the date and time for PO numbers and would like to have Service Desk automatically generate these for us; i.e. xxx08232005130547 Will we be able to specify the format for the PO in future releases?
competition to this program
hi everyone: I really find this program the best around for helpdesk related stuff, but i don't know much about the competition though. what programs (it doesn't matter how good or bad they are) apart of servicedesk plus are available? thanks
small new request link
I feel the button/link on the requesters homepage is way to small. there should be something a little easier for the user to use. (and see) we have people not useing the product, because they didn't see the new request link (;-)
IT Consultant - right software?
I am an IT consultant and I have to admit that this software is the closest I've come to finding a suitable solution...without spending thousands! However, is there a way to setup users for different companies that will have separate support contracts? In the user setup, it appears that the software is designed for a singe location. Is there anyone that is using the software somewhat in this capacity? Any thoughts or suggestions?
I get an error when I attempt to install Service Pack 7
I get an error when I attempt to install Service Pack 7 Update manager seems to run correctly but at the end displays: error Uninstalling and then error Uninstallation completed Current running: Version : 4.1.0 Build Number : 4105
Roles and Requester
Hi. We do not want the requesters to view the solutions area. I have created a role that does this but cannot assign it to the requester. Is this possible? if so how? many thanks Simon
Back date and timestamp a ticket
Is it possible to change the date and time a ticket is opened? I have several instances a day where I have an issue, but I am not able to immediately open a new request.
Email Notifications
Is there any way of changing the notification emails, so that a user can receive a HTML email? at the moment I can only see a way on how to change the info, not the format.
requestor email template
Hi, I am using 4106. Under email template, I can select "Resolution" in the template. However, when I wanted to email the requestor, "Resolution" is not there. Rgds Nthoo
import from AD
After importing users from AD (thanks to SP7), with wich user can I log on to have the admin rights ? Because after importing, when I try to log with admin/admin, the system told me "username or password is incorrect" ! What can I do ? I use ServiceDesk Plus with Service Pack 7! Thanks a lot for your answer. Valentine
Grouping the technicians by their superior
I am not sure if this has been questioned before. In my department, I have several groups of technicians and each group has its own Supervisor/Superior. What I need is that respective Supervisor would be able to administer its own group only and shall not be allowed to view other groups requests. Is this in your plan? Thank you
Rename or remove existing fields
Is there a way to rename or remove the default fields such as in the request form and contract form? For example, "Department" rename to "Company" "Vendor" rename to "Supplier" Remove "Available assets" in a contract form
Modify Service Desk for Facilities Operations?
We really like Service Desk plus, so I showed it to our Facilities Operations people, the guys that run the building systems. They are looking at a $20k package that basically does what Service Desk does except for one thing. Service Desk does not manage Preventative Maintenance on Assets. It would be nice, even for IT, if Service Desk had a Preventative Maintenance feature. Say you have an asset, a high end scanner that needs cleaning every 3 months. It would be great if I could create a recurring
Couple of suggestions?
Hi, we have just purchased SDP for our firm and we are very pleased with it. There are a couple of suggestions and questions that I have. Firstly, would it be possible when scanning a Domain or Workstation for it to detect the current logged on user? Most of our Users use the same Workstation everyday so this would make assigning each user to their workstation far easier for me. Also when scanning some of our Workstations fail the scan for some reason. Would this have anything to do with the DCOM
Backups....
Ok, I have just tried using the backup facility within service desk and it has created a file, but its only 281kb. This does not seem right considering the amount of data we have put into service desk. The folder that service desk is contained in is over 300mb! We are looking at adding it to our tape drive backup facilities but understand the server needs to be stopped first. Is it possible to do this with a batch file and a command line switch so that the box that comes up "this will shutdown service
Operating System not included in scanned software
I would like to be able to use the License Tracking feature on Operating Systems, however, the scanned software module doesn't pickup the OS. I could enter the OS type manually as an asset, but then I will loose the License Tracking feature. Does anyone have any resolutions for this problem? Ryan
Startup failed ?
Hi, we've got a problem since a few days with ServiceDesk : service fails after startup (please have a look on wrapper.log in attachment). Any idea ? (servicedesk and opmanager running on the same PC : P4 512 RAM Wy2k EN) Thanks for your answer
Problem with emailing the requester when a request is closed
Our company is evaluating your help desk software and has run into a snag. When a new ticket is opened the requester receives an email; hence the "Acknowledge Requester by email when a request is received" option is marked. However when one our technicians closes the ticket a confirmation email is NOT sent to the requester notifying them the ticket has been resolved and close. We verified our mail server settings are correct and the option to "Email Requester when a request is closed" is marked.
Admin User password
I do not seem able to modify the admin users default password, how can I do this? Leec
Is it possible to customize Notification email
Is it possible to customize the format of Notification emails
Migrating from Windows 2000 Server to Linux Fedora
I initially started out with ServiceDesk running on a trial version of Win2K3 Server, only intending to check out the features, etc. Before I knew it, I had been logging all kinds of trouble tickets, solutions, etc. and had actually become accustomed to using it on a daily basis. Then the server itself notified me that I had 30 days to buy a full version of 2K3 server before the trial stopped functioning. DOH! I did a successful backup and restore to another Win2K Server and connected to it just
Active Directory Integration
I'm evaluating the product and I really like what I'm seeing so far. Your asset management tools look quite promising, but it feels like your help desk components might be missing things we're really looking for. I'm concerned that it appears that while you can pull user information from Active Directory, that you do not currently have the capability of providing users from AD the ability to log in to ServiceDesk with their AD username and password. This is a must have requirement for our company.
REMOVAL > "Inventory" "Purchase"...
Is there a facility to removal the tabs "Inventory" "Purchase" and "Contracts" in the administration part by the point of view?
ServiceDesk Plus automatic cleared
hy everybody, is it possible that requests to become automatic closed status? useful for system-mails, for example NTBackup informational mail. this informational mail comes from OpManager in Servicedesk Plus. OPmanager has marked automatic this mail to cleared. how can i close this informational mails automaticly in servicedesk plus? thanks, chris
Firefox 1.06 / ServiceDesk 4105 ?
Hi, I have a problem with frames when i click on request tab, as you can see on the picture in attachment, only on Mozilla firefox, not with IE (Win XP Pro sp2). Hay you got an idea ? Christophe
Attachments handling on open request
Hello, I'm testing the Service Desk to see if can suit my needs. We use attachments for complete the description of the request and I got 2 question about that. When you Forward the Request the attachments are not included, there isn't the possibility to include that "field" in the "Email Template". It is not possible to include the attachments present on the request to the notification mail sent to the technician? Second question. If the attachment is edited and saved, I save just a copy of the
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