Non-HTML Email Option
We are in desperate need of a non-html email option. We use GroupWise 5.5 for our entire company which does not display your HTML emails. All we are able to get is the mime and part attachments with no why to see them properly. We had not issues with this under 4112.
Multiple Domain Inventory Scan
We have multiple domains which have two way trusts that we scan. If we scan a domain that the SD is not a member of, the domain scan fails. If you scan an individual machine using the FQDN such as machine.remotedomain.com it works...but if you use machine name only but set the domain name to remotedomain in the Domain Name field and set the scan type to Domain - it fails. So when you do a "NEW SCAN", if it looks like this: Workstation Name / IP = machinename.remotedomain.com Scan Type = Domain Domain
Why One workstation name exist for many times in the SDP?
Why One workstation name exist for many times in the SDP? for example: workstation name:SHIS-YONIKOCH1D,ID in SD+:2170 SHIS-YONIKOCH1D,ID in SD+:2271 Two workstations in SD+ have all same information(Include IP),actually there is only one PC named SHIS-YONIKOCH1D in our company! I want to know which are SD+ Identifi the workstation?I think it must not be only machine name or machine name+IP! Thanks a lot! Ryan
File Attachment
Hi Is there a file size limit on attachments in solutions?? Cheers Andrew G
Feature Request - Resolution
Is it possible to add into the Resolutions a second Field for searchable informations which are not viewable for the Requester (this information should also not included in the Mails to the Requester). Background: Many times we have several technical informations regarding to the current issue which we want to store in the Workorder. But this are informations which are not important for the requester. thanks Florian
AD Login
Noticed this today while doing some maintenance on a domain controller... We've got SDP 5.5 setup to use active directory authentication, which normally works fine. However when I took a DC down temporarily, SDP will not authenticate AD users. My DCs are properly setup to be redundant, and all my other AD aware applications work fine, including network logins, Exchange, etc. Thoughts? Endaar
Adding New Users
Is there any way to manually add new users to the help desk from AD without overwriting everything, The problem we have is we have recently had several new teachers that need access to the helpdesk i would like them to use domain authentication instead of local and log on using there Domian name + Password. I have manually updated all the email addresses, phone numbers, department etc for the requesters on service desk, However the user details in the AD do not include these details. How can i add
Request id gets garbled
Can somebody tell me how to avvoid having the 'number' sign garbled? Sometimes I want to append information to an existing request via email. To do this I include the request id in the email subjet field. Still, sometimes the 'number' sign ("#" is somehow "translated" into something else. Example: "Request id ##4698##" turns into "Request id =23=234698=23=23?=" Strange thing is that this does not always happen. This problem results in new requestes being generated instead of having the email appended
mergeing request's
hi all, i know there is an issue with merging reests and converstaions, but also i have found that you cant merge if any of the calls are on status other than open, also if i have an attachment on one of the requests it dosent merge it into the call, so i have to re add it, so can you please provide a fix for this issue, would it be possible for the merge request function work with any status and bring in the attachments as well adn the conversations too, many thanks
Invoicing in PurchaseOrders
Hi, I wondered if anybody had a solution to an issue we have been trying to address regarding PurchaseOrders. When you place a purchase order it goes for approval, and once approved awaits delivery. With 90% of orders we recieve the stock next day and then can mark the items as received/delivered. At this stage within SD this closes the order completely. In our business we will not close an order until we have recieved the invoice and made payment. Is it possible to have an extra stage where once
Custom Reports listing workstation twice
Hi When running custom reports any workstation having mutliple IP addresses (either via multiple cards or VPN connections) is listed once for each IP address. Is there any way to prevent this behaviour? Regards Paul
Refresh Rate causes page error?
Some of my Techs have run into this problem. It seems to happen on a loower page refresh rate. This last error occured with a 5 minute refresh rate. Is this a problem with SD+ or is there a way to fix this? Error message below: 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
Start Date Auto Fill in today's date
Is there any way to have the Start Date auto fill in today's date and allow me to change it if I wish?
change the default status for new requests
Is there a way to change the default status for new requests. I see the option for changing the default Category, Level, Mode, and Priority - everything but Status. I'd like new requests to be a status of 'new' until one of the technicians actually sees the requests and acknowledges it by changing its status to 'open.' Thanks for your help.
Categories - moving and deleting
As we have used SD+ more and more, some of the initial categories are in the "wrong place". So "SBS2003" now needs to be a sub category of "Servers OS" rather than be a root category. Likewise "printers" is now a sub category of "Hardware". I have created the exact same wording as the original top level category, if I now delete the top level category, what will happen to those entries that are tagged with the original format? Will they lose the association, or is it only a text entry? Thanks.
Problems with built-in reports
There are default reports built into Servicedesk Plus, one of which is the "Requests by Category" report. Now this report is supposed to list all of the categories that we have created as well as the number of requests per category. It does not do this at all. Sometimes it will show 2 categories and one request per each, or it will just show one category and one request for that category. All of these are shown in pie chart format, so you can imagine just looking at two pieces of the pie or just
Address issue - Admin|Organization Details
Hi, I am a licensed user using - Version 5.5.0 Build 5501 Under - Admin|Organization Details there are 3 address lines. The first one is only accepts 10 characters so I don't use it. I enter my address text in the 2nd line but whenever the address prints (ie. PO) it shows a leading comma "," For example: , 200 Main Street If I put the 200 in the first short Address line I get (as you would expect) 200, Main Street Am I using this incorrectly? Thanks
Can we configure ServiceDesk Plus to Single Sign-on with AD
My environment has Active Directory so I want employee to login to our network once and don't need to login again when start using ServiceDesk Plus to post their request. Can we do that? I use ServiceDesk Plus version 5.5.0
Logo Customization
Hi, I am a licensed user using - Version 5.5.0 Build 5501 I was able to replace the two logos under Admin|Settings but I still get the "Manage Engine ServiceDesk Plus" logo when I go to the "direct knowledgpage: http://servernme:8080/sd/SolutionsHome.sd Shouldn't this page be picking up the 166x46 logo that I specified in the settings? Thanks
Feature Request: Solutions, Display attached images
Feature Request: Have an option to display attached images in a Solution in the Self Service Solutions Area. Also Comments would make it even more useful. This would help us out a lot giving a few screenshots with a comment of Figure 1, Figure 2 etc... as our end users can never be bothered to click on the attachments to get the screenshots themselves.
scanned workstation: location of scanning credentials
Hi Once a workstation has been scanned, where are the scanning details recorded? Is there a reference to the Domain/Network to be used and does it related to the Domain/Network entries shown when editing the workstation? The reason for asking is because I attempted a network scan of a workstation (which failed due to incorrect password), amended the network login details via admin, selected the workstation and chose "Scan Now" and it stalled failed. I deleted the workstation entry, chose "New Scan"
Internationalization
Greetings When Polish version will be available to download ? Before I`ve bought your software you promised that it will be Q2... Regards Bart
Inventory Workstation
Hi! What port/ports need to be opened in the firewall for the inventory to work? /Thomas
Query syntax repository
The query function is a great addition to this tool. Can a repository be created on the Support Page that all can view other solutions/queries. Generally speaking, the requests are onces that many folks could make use of?
Change of date & time manually
Can we change the date & time of a specific call manually in service desk plus 5.5 suppose if i have log a call & i have to give it a specific deadline is it possible. Thanks & Regard's SAM
Workflow support
Are there any plans to integrate a workflow-support in SD+ especially for approval-processes ? For example: In our Company each Software Installation Request must be approved by the Director IT. thanks Florian
Difference-> Allocate to User/Workstation (With Screensho
Under Inventory tab what is the difference between :- Asset Allocation Allocate To User Owner Name __________ AND Asset Allocation Allocate To Workstation Owner Name __________ __ Trisha Singh
ServiceDesk Plus 5 not able to show graph for sub-category
This latest version 5.0.0 enable me to create a sub-cateogries under a maintain category. eg: Main Category: Service Request ASub Cat#1 (under the service request main category): PC ASub Cat#2 (under the service request main category): Laptop Main Category: Issue Request BSub Cat#1 (under the service request main category): Router BSub Cat#2 (under the service request main category): Switches I have logged my service request under PC and Laptop. However, this latest version is not able to display
Connecting to Database via ODBC
Hi Is it possible to connect to the MySQL db via ODBC for reporting purposes, using Crystal etc. There are reports that I would like to run such as a breakdown of installed software. Nigel
sort report
How can I sort Inventory reports for specific columns?
How to sort Inventory reports
How can I sort the workstation Inventory reports?
< > characters in solution
Hi, If I use < and > characters in the solution, like this: func(<FIELD1>,<FIELD2>); I'm able to save it, ServiceDesk correctly shows it but if I edit the solution again to correct something the bracket signs and all characters between them disappear. Like this: func(,); I wrote this from my memory, I hope correctly. A little bit unconfortable. Many thanks in advance, Tibor BANFALVI
email notifacations for out of office
hi, is there a fix or a work around for, when i wish to close a call we have it setup so it sends notifactions to the user to tell them that the call has been closed, the only problem is, if the user has an out of foffice on, it send s a message back and re-opens the call, this is very annoyig as well either turn the notifacation off or we have to change the requestor name is there a fix or work around many thanks
Custom inventory report showing number of disk drives
I'd like to create a report showing the count of drives per pc for all computers on the system, I need help with the query string (ie what should it be?). What I'm hoping to do is to regularly run the report to see whose using unauthorised USB memory keys on the system.
I need to know what MySQL Version is using the SD 5.5
i can't install the SD on LINUX i think it could be a database issue. I nneed to know the Mysql version that SD 5.5 uses.
Reports
If i want to generate a report for "Response Time" by particular Group / Queue / Technician then how can I run this kind of report ??? -Trisha-
Updated matrix diagram
Could we have a link to the new matrix of the database I have an old diagram explaining the relationships between each table with the database but the database has changed and I have not got an updated copy is there a link I could go to to download it as I am getting into the reports functionality and query reports but need a new updated diagram of the database and tables Cheers
Phonelist
Is there a possibility to provide the requester an internal phonelist with all the imported active directory users?
Time entry (spent on a request) VS date and task
In the Request module of ServiceDesk Plus, it would be nice if we could enter a date when we enter the time spent on a request. Also when we enter the time entry, it would be nice if we could select a task that is associate with the request. Someone else interested in that feature ?
active directory
hi, can you tell me, if and when you are able to fix the pass thru problem as this is really annoying, is this an issue with tomcat and if so are you planning on developing SD+ to work with IIS, so that it will fully intergrate with active directory. thanks
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