Need new role
During our testing we found that you cannot create a ROLE for a user that can view reports and or create them. We do not want to give full admin control to this user. Any ideas? Stuck
User ID Creation and updating into servicedesk
Hi I create many users daily throughout the day. Its observed that when users are created in active directory, they have to be manually added into servicedesk. They are not automatically added. Its fine. But it would be gr8 if servicedesk could automatically add the user by authenticating with active directory and then fetching the users details from active directory. Else there should be an option which allows to synchronize with active directory at set periods. Regards, Roshan
WorkStation Reports
Hi Is there a way within Service Desk to run a report detaling the RAM in each of the machines in my Domain. Regards
Older versions of Services Desk
I'm currently running 4112 and want to load the new version but want to do this on test first. I'm having problems creating an exact replica of our current system. Is there anywhere I can download 4112, copy my current data in and then upgrade versions? Thanks
Resizing the reports
Is there any way of resizing the reports? Items such as "pending requests by department" look awful. Some of our departments are called "Legal and Democratic Services", "Finance and Property Services" and so on. The finance and property services department is spread over 5 lines and looks like: Finan ce an d Pro perty Services Which isn't really very readable and looks even worse when converted to PDF and published on our Intranet :(
Licenses
I have purchased ServiceDesk Plus with one license. I was wondering if the number of requester that I put into my programs makes any difference. I already have about 20 of them. Can they log in in the same time and post thier request wihtout being booted out becuase of license shortage? Please let me know. thank you.
MS SQL Support
Hi, was wondering if you would be able to to give a time frame for the release of an MS SQL support. thanks
Cannot close a request with an custom status
I can close any request that has a request other than open e.g. some of the custom status' that I have created. Can this be fixed in the latest SP?
Unable to oview assets from Opmanager
Hi i am not able to view configure assets or audit from the opmanger to service desk. Pls how can i do this. I need this asap to convince management on the integrstion of this packages. Fox
Child Domains + SD / OpManager Integration
Hi There We have just started using OpManager and have been looking at using SD+ for software and hardware asset/inventory. We are in the UK and are a child domain of our US head office. I am having a few problems though. 1) When performing a domain scan - it also scan's the parent domain too, causing alarms in the US and a lot of errors in SD+ as the domain user does not have rights over the parent domain. Is it possible to have it scan only the child domain? Also, it doesn't list the domain controllers
Support fir IIS servers
Hi, is there going to be any support for IIS manipulation at all in the foreseeable future? thanks again for such a great product.
User ID Creation and Updating into ServiceDesk
Hi I create many users throughout the day. Its observed that users created in active directory need to be manually added to service desk by synchronization. Its tedious to keep updating servicedesk with active directory many times a day. It would be a gr8 option if servicedesk could have an option to set synchronization times. It would add to network traffic, no doubt. Alternately, It would be gr8 if during user login to service desk, service desk could synchronize with active directory to check
Spell Checker
Is there a roadmap entry for having a Spell Checker and the ability to add other (custom) colors to emails sent from ServiceDesk?
Automatic request creation
Is it possible to create requests automatically when an e-mail is sent to the the e-mail address assigned to servicedesk?
Asset/Workstation purchasing
I am just trialling out SD+ to see how i get on with it. Can someone just help me understand the procedure for purchasing assets. If i build a purchase order for a workstation, once received it goes into the assets table. Once it is on the network i scan it for details and it is located in the workstations table. so affectively i have it listed twice. Is this how its meant to be, maybe i am just misunderstanding it. Also i have created a field for workstations called warranty expiry (pretty cruicial
Additional Request details
How can I delete additional request details?? thanks.
Microsoft Remote desktop
Hi, 1 option that could be very nice is to have a button under each computer and task for that computer to login automatically with remote desktop.
Asset Import Wizard
Looking for instructions on what fields to create on the .csv file to import into the Service Desk. Thanks, Les
SLA ?
How I can know if this working the SLA correctly? scalability, of which way that this working?
How to automate Import Requesters from Active Directory
Hi, Can anyone tell me how we can automate Import Requesters from Active Directory? We need to automatically import Active Directory users weekly. Thanks Shaminda
Option to put request OnHold
Hi, I've noticed that the option to close a request is present while viewing the open request. But to put a request Onhold it requires to edit the request and then change the status to Onhold. I feel a simple link should be made available to put the request Onhold, Just like there is to release to queue or close the request. Thanks, Roshan
Make Time Spent info available to requesters
Is it possible to make "Time spent" section available for the requester to view
Moving Service Desk
Is there a to save Service Desk database and move this to another server. As I need to migrate ServiceDesk to another server. As Opmanager and Service desk donot seem to work weel on the same server
Updated Service Pack to migrate to ServiceDesk Plus 5002
Hi All, You can migrate to the latest version 5002 of SD+ using the updated service pack which has been released today. You can download the service pack from the url http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_0_0_SP-2_1.zip Please follow the readme @ http://manageengine.adventnet.com/products/service-desk/sp-readme.html to find the list of issues fixed in this Service Pack. Mail us at support at servicedeskplus dot com so that we can
BAR CODE READERS
Does any use or have tried using a bar code reader to input data into the service desk. I'm contenplating on getting one to enter my assets. THIS IS URGENT, I MUST ORDER THE BAR CODE TODAY! Thanks, Les
Know experience..
Hello I would like to know people who already this using this application, since I would like to know his opinion with respect to this system and to the equal one to look for a support... I thank for its time... I don�t speak english Mi email: phoenix_dark7@hotmail.com
Inventory
Hi, In my inventory listing I have workstations that are listing multiple times. Why is this happening? The net work is scanned once a week for new stations. Thanks,
Operational Hours
Is it possible to specify different working hours on certain days? Thank You.
Service pack will not update the software
Whenever I attempt to install the servicepack, I get an error saying that that the update is not compatible with this version. I am running build 5000 version 5.0.0
Asked to Login Over and Over
Finally got to install trial version. Love the software but have a problem. Installed the software on a new server with Windows 2003 Enterprise Edition. The web client works fine if you are actually on the server. If you try to access the web client from any other computer on the network, you must login over and over. For example, if you login from a workstation other than the server, you browse to the main page and have to login twice. Then if you choose anything from the main dashboard page, say
Contact Phone: Track Phone Time
I want to use the Service Desk to keep track of the incoming phone calls. However in my situation I don't want to have to have the requestors prepopulated into the system. When they call in I want to fill in their name and also their phoen number. However, the phone number is a readonly field and is only populated if you select a requestor from the pupop window. Is there anyway to change this? Also I want to keep track of key metrics like when voice mail left, when voice mail retrieved, call back
Reports based on prohibited software
Is this possible? Best Regards Daniel
RequestID
I have been using ServiceDesk for a few days now. First let me say I really think the product is great. I'm didn't notice the requestid is not in order. It went from 10 to 301. Can anyone shed some light on how this works? I really would prefer sequential order.
Assigning jobs to queues
When assigning jobs to queues in already open jobs it doesn�t register that I have made a change after following the "edit request" link. I am trying to manually assign a queue, after clicking "update" the request does not keep the change, although it will allow me to assign a technician. I would like to be able to assign to other queues while jobs are open as things sometimes tend to get sent to wrong queues :(
Select all Organizational Units?
Guys, When I do a Domain Scan, do I need to pick all the organisation units or just the top level domain? We have about 50 organisation units in each domain - do I have to reselect them all each time or is the top one enough? Thanks! Gavin
Feature List for the next release
Hi All, Find below the list of features which have been taken up for the next release. The next release is expected by the end of September ( just 8 more weeks to go ). 1. Active Directory Authentication 2. Custom Report Generation 3. List View customization 4. Internationalization 5. Support for MSSQL database 6. Announcement Board 7. Threading in Requests 8. Request Queues 9. Request Sub-Categories 10. HTML Support 11. Attachments to Replies & Solutions 12. Scan non-English OS & Mac OS Workstations
Have pre-defined reports been fixed in SP3??????
Not only did I get a lot of grief from my IT Team for ServiceDesk being unavailable for 2 hours this morning due to the latest update completely screwing up MySQL database, I see that the promised land with regard to the reports problems being fixed doesn't appear to be within reach yet or was this fix just related to Custom Reports? For example, when I go to run the Requests Completed Summary by Date by Technician (just one example) I get the now very familiar "The server encountered an internal
Email Loop
I have had a number of requests where somehow when technician has clicked Email Requester it has by default put in the CC address of servicedesk@ourdomain.com. I presume this is because the original requester had copied the ServiceDesk on the email. The problem is when the technician replies the Service Desk continually generates emails saying the request is updated and then appends the request with that email which gets it in to a massive loop. Can it please be included that no notifications get
Acknowledge Requester by email
Acknowledge Requester by email when a request thread is appended is not working. We're using version 5.0.0 Build 5003 and when a technician enters a note and needs more information a user has no way of automatically knowing that this information has been added. They are required to login and check their ticket status which causes a delay in response. Depending on the issue and the delay, this can cause problems in work flow. Please advise. Thanks, Goodner
No ability to filter workstation information in Inventory
I'm not sure whether or not anyone else has had this problem but this just started happening on our implementation of ServiceDesk 5 yesterday afternoon. Symptoms are as follows: You go to the Inventory tab and click on All Workstations. It then takes absolutely ages to display the list of workstations (which it didn't do before the fault occurred) but does eventually display a list of workstations. In our case a total of 972 items. At the top of that page we used to have a filter option where you
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