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
Notification for all users that server will be down
Is there a way of adding a note onto the dashboard so if a server is down for maintenace or maintenace is planned all clients can see this on their dashboard. Rather than having the same requests posted time and time again if a server or service is down.
Send Template to User
My question is : if I complete an order and I checked to notify the user in question, is it possible to add our template for the client EX: Order ID Company Name : Thank you for using ... I will take care of you ASAP. Thank for your Answer.
Sending Email
Very strange this... POP3/SMTP settings are correct and emails are correctly being collected and created as new requests. If I use the 'Email the Requester' option all is good (which makes me think its not a problem with SMTP settings) but even though I have ticked the notification rules such as 'Acknowledge Requester by email when a request is received' and 'Notify technician by email when request is assigned' nothing seems to be sending. Any ideas?
LDAP Query for both ServiceDesk and Opmanage
Can ServiceDesk do an LDAP query to pull objects from AD? If so, how can it be done? Same question posed for Opmanage. Thanks, Dominick
Ability for Human Resources to initiate a new user
As an added feature of service desk - it would be great if our Human Resources department could initiate a request for the help desk to setup a new user on our systems. We are a hospital, so we have many systems, not everyone gets or needs access to everything. We need to have our HR department start the request when someone is hired, then it would go to the appropriate department manager who would check off the applications and services the new hire needs, then it would go to our help desk and they
E-Mail Technican Option
When requesting an e-mail to the tech you are unable to CC anyone, I have tried this numerous times and it does not work. This issue will hopefully be resolved on the next release.
Job Status options - feature request
Hi All, Would it be possible to add an additional JOB STATUS OPTION so we could have the following: Open On Hold Closed WaitingUser The WaitingUser option would be used when the technician has responded to a request and is now waiting on the Requestor to provide feedback. This is different to OnHold as we use OnHold for when a Tech has picked up a job, but is not currently working on it, they change the status from Open to OnHold and back to Open to help keep better time records (very cumbersome)
Purchase order Owner
HI, I just want an information if it's possible to change the Owner for a puschase. Ex: if I create a puschase order it's gonna be my name for the Owner. My question is, is it possible to choose someone else ??? Thank
How to remove software licence
I have added too many software licence to a software and now I can't find any way to remove them... Does anybody know how to do?
Technican - View Own
I think that the view own feature is nice, would be even better if there could be a flag to view unassigned and own. We have 3 technicians who pick up and allocate as well as dealing with jobs themselves. evelopers also use the system and have loads and loads of outstanding requests and our normal tech people do not want to see these. Maybe an option to view by a group of technicians. Who knows. Thanks Damian
You've got a request!
A Needed Feature: Technition client browser plays a sound when server receives a new request. What do we think?
Customising the login screen?
Hi, I am a web developer and recently i have been approached by an IT company looking for a website with a service support system in place for there existing clients. After a long research, i came across your product and introduce it to them. So far they have evaluated your product and is very please with every aspect of it which was great news for me as well, as i can now concentrate on designing a website which will also kind of act as the frontend to your ServiceDesk Plus product. The website
Replying to an existing ticket creates a new ticket
When users reply to an existing ticket, it creates a new ticket instead of updating the existing one. Is this a bug or will it be in a future release? Thanks.
Visibility of workstation allocated to requesters
Hi there Would it be possible to get the ability to see what workstation(s) is allocated to a requester from the requester's screen put into the next release? Many thanks Jim Mills Bluestone plc
Alphabetical Listing needed
We have just completed setting up the ServiceDesk Plus software on our server. We have importing our users and workstations. The problem is that the list of users and the list of workstations are not listed alphabetically. Is there a way to fix this? Thank you for your help. :)
Patch management
This would be facinating integrating with inventory, The workstations would have a 'patches' tab, for the needed patches of the installed software programs (windows, adobe, office, linux, or what have you) and a one click push if they don't have the up to date patches!
Clarification of some dubts about Serdesk Plus
I'm an IT consultant & I take care of several separate networks for different clients, and basically functioning as an out-sourced IT dept. Would I be able to use this product to manage support requests for all of my clients simultaneously. So, I would like you to clarify some dubsta about implementation and configuration based on my procedures. 1.- Are the user definable fields I can assign to each ticket for billable hours, hourly rates, rate levels, etc.? I'd need to be able to adapt the system
Solutions/Knowledge Base Sharing
Hey All, We have just started implementing ServiceDesk Plus and was wondering if there is anyone out there that would be willing to share there solutions/knowledge base that they have in Service Desk Plus. The reason i ask is that there will be alot of organisations that have the same solutions eg add a printer from AD Any assistance would be appreciated. Cheers Damon Campbell New Zealand
Exchange server settings
Hi I have an exchange 2003 server using SMTP only and not imap or pop mail. How can you configure helpdesk plus for an exchange server ie exchange 2003 server for smtp mail only. I could not see fields for an exchange server
Showing xx per page
Is there any way to set the default of Showing xx per page to 200? At present it default to 10
Start workstation scan from script
Many of the workstations I would like to inventory are mobile systems connected to our networks via VPN's and never coming into contact with a hardwired network. Is there a way to initiate an inventory scan for a particular system outside of the management console? Ex. by running an application or browsing to a specific url? Thanks. --D
No response received from workstation while connecting
I get a inventory scan error trying to scan a Windows XP Pro sp2 system via a wireless connection: "No response received from workstation while connecting." How do I correct this? Thanks, Donnie
Email updates to end user
Is there a way that you can tell SDP not to send an email to the end user. Like a tick box that overrides the defaults so as when you are logging a job for something you have already done so as you can report of it later but dont need to notify the end user?? I hope this makes Sense Cheers Nigel New Zealand
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