Requester Details Info
Would be nice if their was an option to list requesters name details within the Requester Details on the Request work orders. Is this possible or will be in future releases?
creation time alterable? & adding field to resolution
I know that the due date of requests are easily changed, but is the same flexibility available for the created time field (of those requests recorded by techicians)? The service technicians here often find themselves distracted by phone calls and urgent matters, and then must go back and record problems from hours earlier. Also, how can I add a field to the resolution of requests, in which the technician can enter the approxiamate amount of time he spent resolving the problem? Thanks!
Response to "E-mail the requester" ens up as a new
When I send an e-mail to a requester with some new information on a request, the sender address is my default ServiceDesk Plus address. When the requester then answers that e-mail, it ends up as a new case. What we should want is that it end up as new information on the existing case, preferably with a mail to the owner of the case with a notification. Regards Andreas Lydersen Metro I C as
ServiceDesk Plus Server does not start automatically
ServiceDesk Plus Server does not start automatically, even though it is set to run when the systems starts up. I have to manually start the ServiceDesk Server everytime or place it in the startup folder. This should not have to be done. Do you know the fix for the problem. SDP release 4105
Announcement: SDP SP6 Release Announcement
Hi All, Thanks for your continued interest in ServiceDesk Plus. We are glad to announce the availability of Service Pack 6 of SDP. It is available for download at: http://manageengine.adventnet.com/products/service-desk/service-packs.html This Service Pack can be applied only over the build number 4102 and 4103. If you are on a build prior to 4102, please apply the Upgrade Pack as mentioned in the above link. Please feel free to contact us in case you face any problem. To know the fixes that have
email a group when a new job is created but not assigned?
Hi, Just bought the product and have to say its excellent. However we want our users to email requests. Is there any way to get SD+ to automatically email one or all of our technicians to say a new request is in? Steve
Usage of location
Hallo, I am Elena from Italy and evaluating your sw. Besides other issues as languages and custom reports for which I've already found information, I am having problem using the location feature. We have different physical location with duplicated department. Is there a way to organize workstations by location 'automatically' ? Thanks
Request List
I just want to know if it is possible to change Display Columns inRequester List to whatever I choose especially from Additional Requester Details. Thank you
Suggestions for Forum design
When in SD, and we click on "support" where it shows recent posts. it would be nice for the login to be there, so that our username in the forums are logged in. automaticaly. and also the ability to click the colume headings to sort. thanks
Feature Request - Bulk adding of Holidays
We are running ServceDesk in a school and we are currently on our summer break. Adding each day of the holiday is a problem. A good feature would be to specify a start and end date for the holiday so that we don't have to add each day individually. Regards.
Is there someone behind your chat ?
Hi, i'm really intersted into your helpdesk solution. I have few questions to ask... and i tried to activate the chat. It seemes that no one is responding (i am on Firefox/mozilla).... Could someone help ?
Bug assigning tickets
Just had an incident where one of techs had created a new request and assigned it to a particular technician. As she was saving the request the server hung (due to a cpu hungry app on that server) and for whatever reason, Service Desk re-assigned all the open requests to: null. I suspect this is related to the "pick-up bug" I reported earlier.
User submitting a request issue
When I first started looking at Service Desk, when a user signed on and submitted a request only a single line appeared where the title/subject could be entered. This would then go off and list some similar requests, and if not appropriate carry on to fill in the details. This no longer works and I am sure that it is something that I have done. How can I reinstate this feature. Thanks Damian
Vendor not saved when editing Asset for 1st time.
When editing an assest (license in this case) I specify a Vendor, at the price, dates, workstation and workstation name and click update. When I view the asset details again, the vendor has not saved. If I specify the vendor again and click Update it seems to be keep it. Using Version : 4.1.0 Build Number : 4104 Regards.
Request Form Fields
Hello: First of all thanks for latest update, Alphabetical sorting works fine. I have few other issues, though: 1) When I go into admin page for request form preview, it does show all correct fields (snapshot attached), but few fields like Technician, contact #, Department, Level are not seen at all when requester goes to create web form request. (snapshot attached) Let me know if I am missing something and how to fix this. 2) We have our corporate Intranet and would like to link ServiceDesk HelpDesk
Reply to closed request
Hi, I configured the Helpdesk - Mail Server Settings for incoming mail. When a ticket is closed or updated, it send an message to the requester. Is the user reply back to the sent message, the system create another request. Is there a workaround for this? Thanks
Filtered AD imports
Hi there, Evaluating SD at the moment - looks good Question - can the AD import be filtered by Active Directory OU? We have 2500 users but only want users in certain OUs to be able to generate requests or to be able to log in. Also, when the requesters are added in bulk can they automatically be configured to allow web logons? Many thanks Andy
User log in with link
Hello Is it possible to set up a link on our intranet site that a user can click and automatical get logged in? Example, http://192.168.22.5?username=user1&password=1234 Thank you
Closed Requests
I'm testing a trial version of Service Manager and i have a question about closed Requests. I think to be impossible manage actual requests if the closed requests are show together with open requests after any search. Is possible search just the open requests ? It is the unique question to me buy or not the software. please, sorry by mine poor english Regards Luiz Felipe Rio de Janeiro Brasil
HelpDesk Incoming mail
Hi, I had a case yesterday, I have configured my Incoming mail to create automatically a new request. I received a bad email request and it created a loop from the unknown user to the helpdesk user, it was looping in creating a new request Id for the unkown email, and the unknown was replying back with an NDR. Is there any fix or workaround on this? Thanks
Export workstation data
Is there a way to export all the workstation data in a form that can be used in excel? Can reports be customized?
Request - Additional Fields
When Requesting Additional Fields within the HelpDesk configuration wizard I rquested the date/time for an additional item. The date field works but not time. I am using build 4105, hope this helps. Can someone help me fix this issue or is it a programming issue?
not enough Custom fields
We are importing a CSV of assets, however our situation requires a number of custom feilds, like maybe even 20. I was hoping that you could just add more when you used all of them. but it looks limited to 6 text, 2 numeric and 2 date when could we expect to have any amount of custom any types in anything. etc. Thank you.
Additional Feature
Would it be possible on the requests list to view outstanding requests for a specific technician. Would be usefull in order to review priorities and task assignments for a team. Rgds Damian
Closure types
Hi Is there an option to setup closure types?, ie hardware, software, user issues etc. This would be handy on the reports showing where upgrades or training is required in a particular area. At the moment i can only see entering a resolution, unless i have missed a setting where this can be configured. Thank You
Searching for Request ID
Sorry if this question has already been asked, I am trying to do a search on Request ID. I have read the adminGuide and it says Note: The search would return the results for any of the text fields of the request. You will not be able to search for a request based on its ID or based on any of the date fields of the request. Can anyone point me in the right direction
System tray Icon
Service desk status icon (system tray) does not show on our windows 2003 server. We have been hosting the trial on XP for several months, and yes, manageengin is running, (services) and yes, you can log in through the client from other computers. and all functionality is present (aside from right clicking on system tray ;-) on this new install AD import was great and restoredata.bat was great. just don't have the sys tray icon.
After update and service pack 6 cannot start application
Hi, After updating application with service pack 6 my applications hang on "application layer started". So we cannot use the application any more. Any ideas what could be wrong. (update process was completed succesfuly)
Hospital Service Desk Levels, Priorities and SLA Setup
We have just purchased and installed ServiceDesk Plus and were wondering if their were any other hospital IS departments that have deployed this help desk system? What approach did you take to setting up the levels, priorities and service level agreements? Any help or thoughts would be appreciated.
How to schedual engineers on a call
Hi guys, I downloaded SD+ Today and I have got to say what a great product. I have been messing around with it for a few hours and it has just about all the features I am looking for except on (Which I may have overlooked hence this message) My company is primary a support (Via helpdesk) and engineering comapny. We service 2-300 companies networks etc. The only thing I seem not to be able to get my head around is booking an engineer to site and being able to use a calendar type view to see where
ServiceDesk and OpManager on same server
Will ServiceDesk and OpManager run on the same server, or do they require seperate servers? Thanks in advance, David.
Notification Formatting
The formatting on the notification emails is very ugly when viewed as text (which Lotus Notes defaults to). Request ID : 2426 Date Created : 22-Jul-2005 09:03 DueBy Time : 25-Jul-2005 09:03 Title : June Duplicates Status : Open Priority : Normal Mode : Phone Call Level : Tier 1 Category : Reports Requester : XXXXXX XXXX Description : Need june duplicates report. Any chance of this being addressed in a future release?
turn off freeanswers in the solutions tab
chaps fantastic piece of software - does everything i want and more only one niggle at the moment. ive just applied the latest service pack (SP6) and noticed a hyperlink to freeanswers.net in the solutions section. is there anyway of turning this off???? thanks
Problem - Default values for Category, Level and Priority
I have the default valuesfor category and level set to "choose category", "choose level" and "choose priority" however when the new request page is displayed in the self service portal the default values displayed are set to the first value in the list, not the "choose" option. If the requester does not choose a value from the list I do not want the request to default to an actual category because it will be assigned to the wrong technician, instead I would rather they be forced to select a value
Pickup Bug?
If you pick up individual tasks, several times in a row then the system will assign all open tasks. Is anyone else seeing this? My techs are afraid to use the pickup task button.
Custom Status
Hi I was wondering if it was possible to add custom status eg in progress etc to the system. I know there is open, closed, and on hold but i would like to be able to set it to in progress or waiting on user info etc so as the end user know what is going on Cheers Nigel Ferguson New Zealand p.s this product rocks and we brought it after only one and a half weeks of trial. We Are very impressed
vm.boldcenter.com
Hi there over the last 2 days we have had a lot of connections from our opmanager box to vm.boldcenter.com We have had about 10 meg of data transfered to this site. Can someone please tell me what is happening here and what opmanager does in regards towards this website. Regards
Make Scanned software an asset
Hi there I've just done a scan of our network and its listed most of the computers and installed software. Just wondering what the process is to make the scanned software appear as a software asset. thanks
Custom Request Forms for different Categories
Hi, We are considering using Service Desk for a multi-site implementation; two in the UK and one in Romania. During my evaluation process demo's with users and key stake-holders; the re-occuring feedback I have received is this; Can we have different custom fields (there's a max of six currently) appearing in the Request Form depending on which Category (e.g. Printers, Internet) is chosen in the drop-down menu? Some of our categories are quite specialist (e.g. source code promotion requests, server
Mulit level Departements ??
Hi If i have more the one level of departements on my org. how can i create multi level of those departements and assign hardware to them. Thank yo ufor reading so far, If you can help pleae do. thx
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