new version
The new reporting module is a great improvement on the previous version, but you still cannot select any field you want in the 'Custom Report' area. I want to create reports that can (if required) give details of the support call and resolution notes. There is no option to include these fields. Can you please give the option to have any field please. thanks PEter
Spellchecker - this may have been asked before
Can we have a spellchecker in SD+ please? Thanks
Servicedesk / Opmanage Integration
We're having some trouble getting Opmanage to generate tickets for Servicedesk. Is there a document somewhere that details how to do this? It appears to be set up correctly, but tickets will not generate.
Custom reports needed for contracts and purchase orders
There's a need to have modules for custom reports on contracts and purchase orders so that we can get an idea of what kind of expenses are coming up in the next 1 month, 3 mos, 6 mos, 1 year. I know there's been prior reports saying that we want reports that go out further than a few days or weeks, but apparently this is slightly different, with the desire to have custom reports implemented, not just notifications of upcoming expirations, etc. We'd want to see dates, contract title, cost, sorted,
A Few Changes SDP Forums
Hi, We have tried to organize the SDP forums with a few topics such as - ServiceDesk Plus General - Announcements - Feature Requests - Troubleshooting - Tips and Tricks As the posts are increasing, we hope that this organization will help you find information faster. We also request you to post in the appropriate topic to maintain this organization. If you have bookmarked the page with the following URL. Please change this to the new link. OLD LINK ---------- http://forums.adventnet.com/viewforum.php?f=57
Customising the request portal
Hi guys. Is it possible to customise what the user sees on the way "in"? We do not want them to see the workstation field in SD+ as they a) don't know the answer and b) then pick what they think is the answer. In most cases we have not logged their workstation and in other cases they are calling us about equipment that is other than PC - i.e. a telecomms issue. It would be good to be able to stop them seeing the workstation field. Thanks.
Is there a way to have users see Request#'s by default?
With notifications going back and forth, it's sometimes helpful for techs and users to be able to see the request #'s by default. Is there a way to set it up so that all users will have the request ID's shown by default in their list of requests? As it is, I have to document how to add this, and some of the users are not well versed in following complex instructions. Justin
Deleted requests
IS there any way to get back a request if it is accidentally deleted?? I don't want to restore an old version of the database because it will be too old......
Upgrade problem
hey there, hope someone can help i am running build 5003 but when i try to upgrade to build 5010 i get an error stating that the patch can only be applied to build 5001. any ideas? many thanks
job numbering
Hi guys, my company is looking at implemeting SD as its helpdesk solution but only if it is possible to automatically add our reference numbers to the calls. i.e. instead of the standard call1,2,3 etc we us something along the lines of 06F4,06F5,06F7 etc..... Is it possible to get SD to generate these codes or at least for us to be able to add them to the jobs? Cheers
Applying a Solution to a Request should count as a "Vie
After a Solution is applied to a request, this should increment the number "Views" on that Solution. This will more accurately reflect how many times the Solution has been used and how popular it is.
Can we have a checkbox (with history) of phone followups?
We're required to follow up by phone with every person who submits a ticket, both at the beginning and end of a ticket life cycle. (yes, a LOT of hand holding). Is it possible to have checkboxes that can be clicked at the beginning and ending (closing) of a ticket? Justin
reporting
Can you please tell me in what table the 'Closed by' field is stored. I need to report on the amount of calls technicians have closed. thanks
Text formatting
Hello - is there any way to prevent technicians from using the formatting options when logging calls? I want to stop people using colours etc.. and have one standard. Thanks Peter
Requester assign a qurey to Technician
hi anybody can tell that is it Possible a requester assign a qurey to a technician and the mail send to selected technician and Administrator. If Yes so please tell me how can i do that. please reply me as soon as possible. i will very thankful to you guyz. Thankx
another reporting questions
In which table is the ip address stored for assets in the inventory. Peter
reporting
Can you please tell me in what table the 'Closed by' field is stored. I need to report on which technician has closed what and how many. thanks Peter
How are our users going to access Services Desk Plus progr
How are our users going to access Service Desk Plus program?
Page defaults to lower half in requesters
When changing details for a requester I have noticed that you click on a requester and instead of the page refreshing and showing you the details it shows you the bottom half of the page, where the help information is. Would be better if it showed you the top half of the page so you could edit the requester information Also have noticed that the link on this forum still does not work correctly, when you click on the support tab and clikc on service desk forums it goes into the Service deks forum
How can my users access our SerivceDesk Plus program?
We jsut purchase the ServiceDesk Plus program. I have setup the program to customize for our district. How can our customers access this new workorder system?
User home screen search on right side generates errors
A customer tried to use the big search box on the right hand side of the requester home page to search for something, and no matter what she put in, she got an error message. Error: Object expected Code: 0 URL: http://tasc/HomePage.do It's not seen when you use the left side search. Sometimes errors would pop up and then take you to the results. Justin
Articles not seen unless you log in
From the main forum, you cannot select the articles and see them until after you've logged in. Is this an intended method of operation? I'm using firefox. This was working fine a week or so ago, but it seems to have been locked down again. Justin
Forward option
Greetings I think that forward message should be visible in the history tab and conversation regards Bart
Is MSSQL supported yet?
We are waiting on purchasing until MSSQL is an option for the database of Service Desk Plus. Could you let me know when the release will be? Thanks
Text entry field passed on to users - confusing, &Locati
In the requests entry box, there's a priority entry pull down menu. The problem is that "Select Priority" shows up as an option, when it should only have the selections we want them to see. The Location pull down menu doesn't work either. Justin
Custom report: lack of Mode,Status,Compl.Date & other fi
Hi, Our company is running SupportCenter Plus version 5.0 (build number 5008). I have customised the Support WebSite by furnishing it with request additional fields. Then I created new custom report out of it. My new custom fields can be selected on the report, this is fine, but there is no way (or I just can�t see it�) to include in this report some of generic fields like below: Status Completed date Severity Mode Time Spent There are there, I can see them on each and every request viewed separately,
'Link to Solution' in Resolution
Copying the text of a solution verbatim into a resolution each time it is used seems like needless duplication and a waste of database space in most cases. In addition to being able to search the solutions and then select 'Copy to resolution', there should be another button that just copies the hyperlink to the selected solution into the resolution. Currently, our workaround for this is to copy the hyperlink to the desired solution, go back to the original request, manually enter the resolution as:
question regarding use on existing web servers
hi i am just testing to see if this software is viable for our needs. i would ideally like to set it up to be used on a webserver that serves our local intrant and possible have the application accessible for a url on the same intrant is this possible to setup and how do i do it. thanks
Question re email sent to contact after first request
Hi there Two questions from a new user: 1) When a customer sends his/her first request, and he/she is not already set up as a contact, an email is sent to that customer with a link to the request. However, when the customer clicks on the link, he/she is brought to the log in page and cannot log in as doesn't have username and password yet. Is there a way that the username/password can be sent automatically? It seems that it is only sent when the support rep goes in and resets password. 2) When I
Completion date of Requests
Hi guys, I need to know if there is a way to edit the completion date of a request for example, if I created a request on the 20th and the due date was the 22nd, but I close it on the 30th, I want to know if there is any way that I can change the date when I close the ticket. As of now, whenever you close a ticket, that is the day it puts for completion... thanks.
Typo in "My Details" page
On the "My Details" page, the following sentence is found. "Enter the your details here" Remove the word "the" Justin
Typo in users request submission page
On the page where Requesters can submit tickets, the following text appears: "You can attach any number files for a total of 3 MB" It should read: "You can attach any number of files for a total of 3 MB" Justin
Problem with ticket submission formatting
When a user enters a ticket and clicks the bullet or numbering button, there appears to be no way to get out of bulleting or numbering except for cutting/pasting non-numbered/bulleted text. Could you fix up the text entry portion to be able to "undo" bulleting or numbering? A user has also asked "Where is the 'undo' button?" I'm not sure you can do a whole lot with that, but that's a request that has come in. Justin
Problem with inline graphics
We've received a number of tickets that come in and have boxes with red X's where the graphics should be, and when opening that ticket, we'll see one or more messages (one per graphic) that says: An external application must be launched to handle cid: links. Requested link: cid:960545021@15062006-22C8 Application: cid If you were not expecting this request it may be an attempt to exploit a weakness in that other program. Cancel this request unless you are sure it is not malicious. I'm not sure if
SupportCenter Plus - Customer Support version of ServiceDesk
Hi All, We are happy to announce the release of Support Center Plus - The customer support verison of ServiceDesk Plus. New Features specific to Customer Support - Account Management - Contact Management - Product Catalog - Support Plans and SLAs - Creating Follow-up tasks from the request - Ability to expose Support Rep availability to customers SupportCenter extends the core ServiceDesk framework and borrows the same user-friendly UI from SDP. Check out SupportCenter Plus for tracking your company's
Can't install the free edition
[root@server1 customers]# ./AdventNet_ManageEngine_ServiceDesk_Plus_4_Linux.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ................................... ....[root@server1 customers]#
Using 2 Network Card
My Servicedesk server has 2 Network card with IP Address 192.168.2.1 and 192.168.2.2 and at the server i have installed Servicesk Plus and OPManager. With 2 network card, getting us setup each network card to each service...? like IP 192.168.2.1 for Servicesk Plus and IP 192.168.2.2 for OPManager...?
Ticket re-opened doesn't show history
I can't recall if I submitted this issue, but when a ticket is closed and re-opened by a subsequent email by the submitter, there is no history entry listed to reflect that fact. Does it re-start the clock as well? Justin
Convert MySQL data to SQL2005
Is there a convernient way to convert / install / upgrade the NetManage HelpDesk 5.00 system to SQL2005 server to allow greater flexibiity in location and access using 3rd Party Utilities, Report Writers, etc.
"All My Requests" filter
Currently, the only way to view all your own requests, regardless of whether they are open, closed or on hold is to change the filter to "All Requests", which then includes everyone's requests. A critical feature to be considered for addition is an "All My Requests" filter, which as the name implies, simply shows all of the requests that you have received, so you aren't limited to seeing either your Open or Completed Requests seperately. Another similar feature that would be useful is the ability
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