Need ability to show more than one approval from the same Cab member
Need ability to show more than one approval from the same Cab member. Reason would be that we want the Cab member to approve the plan for a Change and then to also approve the testing results before the Change in put in place and then to do a post implementation approval saying they agree that the Change is working correctly.
Feature Request View
I have asked for a number of usefull features, however other than an E-Mail with a reference number I have no view of what I have asked for. It would be really usefull if I could see the features I asked for not just have a record of the reference number in an E-Mail which does not tell me much.
Posting a screen shot into a new request
Hi there we're currently using 7.5.0 Build 7506 The issue we have at the moment, our users can not take a screen shot of there error message and paste it into the new request. Is there an option we need to turn on to enable this? Regards
How to handle duplicate software
We're finally starting to make use of the license monitoring features of ServiceDesk Plus. One problem I've encountered though is that some apps don't upgrade cleanly. In this instance I'm trying to setup licenses for Adobe Acrobat 8, except each user can have two instances, Adobe Acrobat 8 and Adobe Acrobat 8.x.x, as the patch looks like it sets up its own entry. Both show the same version number. I assume others have run into this and was wondering what the best way to handle it was. I can't exclude
SDP 7600 cannot fetch email as previous build
after upgrade to 7600, SDP cannot fetch email as previous build. we do not change any setting. I checked the log file, found it can only receive the first email in mail box. After I enabled the "e-mail command" option, SDP can fetch all email. I want to know it is per design or a issue?
CPU usage became 90% over after I upgrade to 7600
After upgrade to 7600, when SDP startup, the CPU usage of SDP server always keeps over 90% (the java process). Any others met this issue?
Solution IDs Jump by 300
SDP Version : 7.5.0 Build 7514 We've recently begun using the Solutions portion of SDP. We noticed that every 5 entry the ID jumps by 300. (Please see attached image.) I would assume that this is not supposed to hapen.?.
Sender contains and Sender does not contain at the same time
I have an existing "Sender Contains" rule in the Notification filter. I need to add a "Sender Does not contain" rule to stop notifications outside of our domain. When I add the "Sender Does not contain" rule it replaces the "Sender Contains" instead of adding it as a second rule. Is this normal and if so is there any other way to get the desired result? Thanks, MM
Enhanced Business Rules
Business rules should be enhanced so that the action can make changes to any adjustable setting. Additionally, business rule actions should be able to do other things such as send an email notification when a rule is met.
SQL 2008 support?
I'm currently looking at migrating our servicedesk install to a dedicated virtual server(some of the services on it's current shared server are unstable and causing downtime not realated to the servicedesk software). We currently have the data stored on an SQL2005 database server, but our company has since installed a SQL2008 server for the purpose of moving over databases like the servicedesk to. Can I verify that servicedesk will work with SQL2008? and, is there a migration document that might
The issue for editing worklog or timespent ( in 7600)
When I try to edit a worklog (timespent) for other (not me) technician, the "technician" changed into "Me" (login technician) automatically. Is this a bug? or per design? (In previous build, the technician kept old technician, not changed). Please refer to following image: Berfore edit a worklog, its technician is "刘思远“, then I click "Edit" icon, in the popup dialog, the technician changed into myself (logined technician - 李贵全) automatically, not the original technician. Hope SDP can keep the original
Duplicate workstation problem
Hi, We have MANY (possibly over half) the workstations duplicated. (See attached). I cannot just delete one of them as BOTH of them have service histories that we need to keep. Is there a way that I can eiher merge the workstations or move the history from one to the other so that I can clean up the database. The big issue we are facing here is that we have run out of workstation licences because of this. I need to fix this as the licences are EXPENSIVE!
Make expansions in Technician view under admin tab
Would like to see the ability to search for a specific technician within the Technician view under the Admin tab. Also the ability to add selection in the view ie. Technician additional fields, or especially what roles a technician is in. Then you could sort by that and be able to see who all has what roles ie. Administrator or Change approver.
Ability to have multipul selections in additional fields.
Need the ability to have either to be able to select multipul selections from the list in an additional field for requests and/or the ability to have check box selection like in the IT Services area. We use ServiceDesk for our ITR (Information Technology Request) Form, where end users put in for access and hardware for new users and changes to exhisting users and this would be very helpful in doing this. An example would be to have an additional field for say hardware and have a list of hardware
Using Workstation Import to update information
If I import workstation information should it update existing records? I ask as I have a batch of workstations that need their names and domain changing and at present we can't scan them to get the update automatically. I had expected that if I prepared a CSV import file with the new workstation name and old Service Tag in it the import would note that it already had a device with the same service tag and update it. What I found was 2 assets in the system with the same service tag, the old and new
Printer Supply Query
Is it possible to run a Query that can show the levels of supplies? Or perhaps to also include a limiter as to showing all below a certain level remaining?
First Response SLA
Under criteria, there should be an item named [ALL]... Selecting this would apply the SLA to ALL service requests regardless of the other criteria set. Without this functionality, any changes to other criteria items will require me to manually change the SLA to cover the new changes. Additionally, we should have the option to not require the resolution time, as SLAs that require expedient response time only don't necessarily require that the resolution time be set.
can you back up configuration separately from data?
I want to configure 7.6 SD+ on a test box with fake tickets. When I am done, I would like to transfer the configuration (business rules, templates, etc) to the live box with real tickets. Any way to do this?
Quicker way to mark a request as "resolved"?
We love the feature where a "resolved" ticket automatically emails the requester and asks them to close it. However, there isn't a quick "resolve" button like there is for "close". It seems you have to click edit > select "resolved" from the status field > click update request. Is there a quicker way? Jim Goings Webtrends 7.5.0 Build 7514
7.6 Mobile Client and LDAP
We are unable to login to the mobile client using LDAP authintication. It asks for a domain and the only choice is WORKGROUP.
Refresh interval on Requests Page
since the upgrade to the new hotfix, the "Refresh interval" for the administrator's "Pending Requests" page has disappeared. Is there a way to bring this back, or access it via another means? it has defaulted to a refresh of "never", which is a big issue for us as we manually assign tickets as they come in.
Possible to see email headers within servicedesk?
We just "migrated" from our old helpdesk system to ServiceDesk this week. One of the major concerns we have is that we can't see the email headers on incoming emails and replies. Is it possible at all? We have two issues that make us want to see the headers: 1) We are troubleshooting why some requests aren't getting auto-assigned to a group, but without seeing the headers, this is difficult. 2) It would be nice to see who was cc'd on incoming requests and be able to respond to them. Jim 7.5.0 Build
Resend Request for approval in Change Module
Need the ability to resend a request for approval in the Change Module to just one cab member. Reason could be if the individule lost or accidently deleted the email request and needs it resent to be able to give approval.
Change Status change automaticly when change is approved or closed
Change Status should change automaticly when change is approved or closed versus having to go in and change the status.
SD+ 7.6 IT Services List
Hi, I noticed in SD+ 7.6 Profesional that there is a possibilty to add IT Services to a list in the Admin tab. What is the purpose of this list cause I can't figure out where it could be used? Am I missing something? Thanks. Kind regards, Waldo
Reporting
Hello, Can someone tell me how to show the report criteria on the reports, i.e. the dates and technician i have ran the report for? thanks andy
7.6 Release
Since I am being asked by my manager (over and over again), I will ask you guys again. What is the status on the 7.6 release? This is truly becoming a joke at this point guys.
Comments over SDP 7.6 beta
Users, Please use this topic to post your comments over SDP 7.6 beta. Related topic on 7.6 beta and release delay is : http://forums.manageengine.com/?ftid=49000002677413 regards, Uma.. ManageEngine ServiceDesk Plus - Help Desk Software of your Choice
ability to view description of fields in the request view.
Need to have the ability to view the descriptions of the fields and their choices in the request. An example would be with the urgency, there are choices, but everyone may not know the description for these. Could use the ability for people to be able to see those. Posibility would be to put like a Question Mark (?) beside the field that if clicked on would open a window with the description of the field and its choices. Same would be true for additional fields that we create ourselves, would be
Need ability to set the approval standards for all Change Types
Need ability to set the approval standards for all Change Types. We do not want the system to approve any Changes. We either ned the ability to change the standards for all Change types or the ability to disable or delete the "Standard" Change type.
automatically notify group of users when creating problem/change is created on a specific item
We need to automatically notify a group of people (technicians AND non-technicians) when a problem and/or a change is being created for a specific item. Therefore it should be possible to define a group of people/contacts per item. Any help is very appreciated. Marc
Requests Merged
One of my technicians merged several requests and now we cannot find them. I created a "Problem" and want to associate those tickets but I've tried running reports using the created date but haven't come up with anything that shows what was merged. Is there anyway to see a history of what was done on a specific day? Thanks for any help you can provide.
Issue with authentication in build 7514
We have come across an issue with authentication since upgrading to 7514. Our domain has both a domain name (companyname.com) and a netbios name (companyname_nt) Previously users could authenticate and it would log them on regardless as it would resolve the user against either name. All of the requesters that are in the system, have the netbios name as their domain name. It appears now that if a user logs on with pass through authentication, it uses the netbios name and everything is fine. However
Sudden and permanent loss of availability to Service Desk webpages
Techs with Windows 7+IE8 all lost connectivity to the Service Desk webpages. Only a blank page is displayed. If IE settings are altered to always prompt for username and password on the intranet zone (where the service is located) they are being presented the normal login dialog but a successful authentication results in a blank page. Windows 7+IE8 still worked ok a few days ago. Same users using Firefox or an Windows XP computer can log on successfully and get the servicedesk pages displaying normally.
Requestor ability to view all requests
Is there a way to allow a requestor to view all requests? They don't need the ability to modify anything, also this doesn't need to be password protected.
Recording monthly leasing costs in Asset Management.
In the SDP Asset Module, I can check whether an asset is leased or purchased and record the cost of the purchase. Is there any place I can record the ongoing monthly leasing costs on large items such as copiers? Thank you, Don
Port number?
Hi! If i wont to do a networkscan in SD+, wich port do i need to open if i dont wont to dissable the Windows firewall? Thanks!
Out Of Office
How can I stop ServiceDesk from creating new requests when it receives and Out Of Office reply? Right now if a user creates a ticket and has Out Of Office enabled when I reply through the system it creates a new request ticket when their Out Of Office response is received. Any Ideas?
Update to 7514 - Can't change request status
Hi, I updated ServiceDesk from7503 to 7514 this morning, and now it seems we can't change request status. I tried 3 different ways (clicking on status in the request, clicking on edit in the request, and the resolution tab) but it still doesn't work. Everything else can be change as usual, the only thing we can't update is the status, and it's a bit critical since we can't close them (resolve them in fact, we use a custom Resolved status on most of our tickets) The problem affects new tickets (7514)
Assistance with a report - time elapsed from created to resolved
I am a new Service Desk Plus Customer and any help that could be provided would be greatly appreciated. I would like to generate report the calculates the amount of time in business hours has elapsed from the time the request was created till it was resolved. In the report I would like to see Request ID, Priority, Requester, Subject, Description, Created Date&time, Resolved Date&time, business time elapsed, I am using mysql. Thanks, Matt Williams
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