Hiding "license key" field from the technician vie
In the roadmap for the 7.5 release I found the information that for Custom Request Forms it will be possible to: "Ability to hide certain fields from the technician view also. " Will this be available for software as well? Because it would be nice if the would be the opportunity to hide the "license key" field for some technicians. Best regards
Software - non-scannable items
Hi, Over a year ago I asked if there was a way to add software items into the system that are not scannable, and be able to assign it to a workstation. An example of this is Microsft Client Access Licenses. These are licenses that don't get installed anywhere, but need to be accounted for. For example, for every client who has acess to Microsoft Exchange, they must have a CAL. It's important to be able to track that we have enough, and attaching these to a workstation would be the way to do it. I
Searching within additional fields
Hi, it would be good if information stored in additional fields would be included into the search. And to have the possibility to select the fields to search in. Additionally it would be good if you could search in all categories at once. Best regards!
Email Link
Have fields that contain email addresses open the default email application for quick communication with the user.
Pass through problem
I'm unable to configure the "pass through" authentication on my SDPlus. I'm running on 7017 version and when I check the box to enable "pass through", on a vista PC I have a blank page and on a XP PC, I have the normal page where I need to complete my credentials. What is the best way to configure the "pass through' authentication? Did I made some mistakes?
Some requests / problems while evaluating SDP 7
Hello, at the moment I am trying to implement our processes in SDPlus. Therefore I would like to suggest some more possible features: 1. Signing process In some cases it is necessary for us to have two people to sign a purchase. At the moment there is only the possibility to select one person. 2. Editing AFTER delivery Sometimes additional information or documents are available after finishing the purchasing process. Therefore it would be great if we would still be able to edit it and attach information.
How to create SD as an icon on desktop of the entire network
Hi Need to know how we can have service desk as an Icon on desktops of each comp in the entire network.. So that user can click that to acess login page instead of typing the url on the explorer each time..
7.5 Beta or 7.019 patch?
I am new to the upgrade process. Currently we have the latest production release of ServiceDesk. Since we have MSSQL as the back end db, we are suffering in regards to certain functionality (Auditing, Surveys), as well as regular functionality (memory leaks, sso sign in issues), and new features for the 7.5 release (customized forms). My question is...will there be a 7.019 patch released separately from ServiceDesk 7.5? If so, when is it scheduled to come out, and what does it fix? If we are required
Hotfix 7019 Released
Dear Users, Hotfix version 7019 has been released. We regret for the delay in this hotfix. Refer the below URL, http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Thanks & Regards, Jeykar
Survey, Close, High CPU problem
I was previously on version 7015. I enabled the Survey for every 5th request. It worked fine until we had 5 surveys completed. After we had 5 surveys, it would not send out any more surveys. I was able to manually send out a survey, but the automated function was not working. I upgraded to 7018 and now when I try to close a request, the cpu on the server maxes out with these two processes using all the cpu: java.exe, mysql-nt.exe. The request also does not close. Once I stop and restart the service,
issue with colour of envelopes when acknowledging a reply
Hi I have using version 7015 Normally, when viewing requests you can see if a customer has responded because the envelope changes to red. We have added a notification rule so a customer gets an email to acknowledge that their email reply has been appended to the ticket. The problem is this automatic response results in a history entry in the request that changes the envelope to green! Thus we can't tell if the customer has responded..... Has anyone else experienced this? Tim
cannot view closed tickets after changing the port
hi there ^ i had to change the port 8080 to 8090 on service desk plus. this worked fine. now i cannot view closed tickets in the report before the port change. when i�m clicking on the request, a new tab opens in firefox 3.0 the message is: no connection to servername:8080. is there a workaround availible to solve this problem? thanks in advance ;) winnie
I Can't approve a PO
I Add a PO and send for approval but nothing happen. In the email just appear a link to view the PO but I don't find a way for approve
Warrantyexpiry and expirydate in resources table.
Hi, Just queries what is the difference between warrantyexpiry and expirydate in resources table? thank you. einas
Pricing assets
Hi, When I buy 1000 nodes for SDP. Is that 1000 active scanning nodes? Or everything that I put in the assetspage? Thanks
problems with business rule
hi: when i set business rule,it seems there are some problems in this module. my business rule as below: If requester is guest,change request status to OnHold.But the rule doesn't work. please help.
Active directory User Name Issues
I've been handed the project to implement service desk plus in our company. I'm getting up to speed on it currently and have found an issue. When we import or sync users from Active Directory, it is setting their username in Service Desk Plus to their login account name instead of pulling in their username from the Display Name field from AD, it does import about 3 users correctly thou. Our domain was migrated from NT and is currently in mixed mode if this has any impact. we are running Version :
Need to generate a report on mean time-to-closure
Hi all; I need to generate a mean time to closure report on a weekly basis for all closed tickets as this is one of the metrics I have to report on to management. Nothing is obvious in the systems canned reports and my attempts so far at creating a report that shows this data should at best be described as woeful. Would anyone be able to provide some ideas or assistance for me. Keep in mind that I am not a SQL guy, in fact I can barely spell SQL. So if you would keep it simple I would appreciate
Release of CAFM FacilitiesDesk 5
Dear Readers, Its pleasure to do the honours!! We are happy to post the release of FacilitiesDesk 5. The new and salient feature inclusions in this version are: ** AutoCAD integration ** Room booking ** Enhanced requester login ** Maintenance Templates ** MSSQL Support And FacilitiesDesk is now available in Chinese and French. For more details on this new release pl view: FD 5 can be downloaded from, manageengine.adventnet.com/products/facilities-desk/download.html Website: manageengine.adventnet.com/products/facilities-desk/index.html
How to custom report?
I have this query: SELECT AaaUser.FIRST_NAME 'Usuario', SystemInfo.WORKSTATIONNAME 'Estacion de Trabajo', SoftwareList.SOFTWARENAME 'Nombre del Software', SoftwareLicenses.LICENSEKEY 'Licencia Instalada', swinstallationkeyinfo.PRODUCTKEY 'Licencia Detectada' FROM SystemInfo LEFT JOIN SoftwareInfo ON (SystemInfo.WORKSTATIONID = SoftwareInfo.WORKSTATIONID) LEFT JOIN SoftwareList ON (SoftwareList.SOFTWAREID = SoftwareInfo.SOFTWAREID) LEFT JOIN SoftwareLicenses ON (SoftwareInfo.LICENSEID = SoftwareLicenses.RESOURCEID)
Rights and Permissions to assign blocks of Requests
I am trying to create a role for tech leads which gives them the ability to assign blocks of requests to a technician. Nothing that I do seems to give them this ability and the user manual does not indicate what settings are required. I am hoping that it is something that I am missing and not a situation where I have to grant admin rights to a lead. They are not supervisors but they have the responsibility to load balance the workload so that requests are properly worked. There are no additional
Business rule that change status
Hi, I�m looking for a way to use a business rule that changes status on the case from open to in progress when the case is assigned to a technician. Is this possible? I haven�t found a way yet, but maybe I�m blind or stupid???? Regards Stefan
addtional fields separated per product
If I want to store the number of keys of a keyboard with an additional field called 'Number of keys', and I have created 'Keyboards' and 'Hard Disks' as components, then the user will see 'Number of keys' when creating a new hard disk, isnt that awkward!!? I strongly hope you can make something with this issue in the next release of SD+ (7.5?), it is really a must to have such feature. for every component or product (asset) there should be a way to define their own additional fields without interferring
Blank out (unassigned) in Assigned To column
Currently, if a request is not assigned to a technician, the word "unassigned" is displayed in the column. I would like to see an administrative option to either display "unassigned" (as it is now), OR completely "blank out" this column. I believe it is more eye catching, as is to say, easier to see which requests are not assigned to anyone, if the ASSIGNED TO column is BLANK.
Show all attachments in main request view (even from merged/conversations)
Here is a scenario: we have Request id: 1 and Request id 2. Request id 2 has an attachment. If you merge these two requests together, the only request id which will be available will be the parent request (ie) Request id 1. Since this parent request does not have any attachment, it does not show the attachment and the attachment will be available only in the conversation. ie this conversation in request 1 which was originally request id 2. The reason behind this is when you split it as a new request
Contract Management - Enhancement Request
Currently, it is only possible for contract expiry notification emails to be sent to SD+ Technicians. I would find it very useful to be able to specify any email address(es) so that I could send notifications to a distribution list - distriubtion lists don't leave organisations, technicians do! This would avoid the need to check all contracts when a technician leave the organisation. I would also like to see an option for a request to be raised automatically in SD+ when a contract is due to expire
Assets view within 'My Details'
Hi Apart from from when raising a new request within your own login, is there a way to view your own assets i.e show what you allegedly have (or what the IT admin dept have assigned to you) from within another tab such as 'My Assets'. If not can this be easily displayed Regards Neil
API Please!
Hi I have been evaluating Support Center Plus and I have to say, I love it and will be buying it shortly I am a developer and I understand the need to protect your own code, I love the fact that you have a all in one install the gets it all ready for use, however that is also the only bad point. There are updates to Tomcat, Updates to mysql, other components etc. I simply do not want to expose the application openly to the internet. There are alos quite a few things I would like to customise that
Merge users?
Hi, we had several users created automatically when they emailed in a request. Now we've done an AD import and have duplicate users. One account shows their AD logon as their login name and the auto-created one shows their email address as their logon. Is there a way to merge the two users into one without screwing up existing requests?
Asset disappears in request
Can anyone confirm this 'feature'. SD+ 7 build 7010. Open request which has asset listed in request details. Click on the due date and just select the green tick. Does the asset listed then vanish? Tried it several ways, in ie7 and firefox and it appears to disappear Another bug? Will I ever get this into full production (been almost a year now!). Rich
Database maintenance
Using MYSQL as my database. It's at 1gb in size. How do we perform maintenance when there is nothing in the GUI portion of the ADMIN tab for Service Desk Plus Enterprise edition. I am on 7018.
Reply to Emails on Blackberry
When I reply to an automated email concerning a new open request from my blackberry, a new request is created instead of the email being appended to the request. When I reply from Outlook to the same message, the reply gets appended to the request. Does anyone know a way to resolve this issue or have a work around?
Multi-Request association with a 'Master Issue'
Application needs ability to take individual requests and associate them to some "master request". When the master request is closed, all associated requests are closed. We frequently need to perform this action in regular Helpdesk work. If the company's Internet connection is down, dozens or hundreds of sites may call in reporting "Internet problems". Need ability to associate each one of those site's individual requests to our master, "Internet issues" request. When we have resolved the Internet
New tasks should default owner to logged in user
New tasks should default owner to logged in user. When you are creating a new task, application should autoselect yourself as owner.
Wording change for template selection
Assuming there are templates visible to requesters, when a requester first logs into ServiceDesk, they are greeted with a screen that says "I am having issues with:" right above the drop-down box for the request template list. I think the idea is that the template name will complete the partial sentence, but I don't want to name my templates that way. In fact, I can't, due to requirements dictated by management. Is there any way to change the "I am having issues with:" statement on the main page
Converting to free version
I've tried out the Professional version of ServiceDesk Plus and love it, but it looks like it just isn't in the budget this year. How do I downgrade to the free version? I have myself and an assistant. Do I need to do anything, such as transfer all tickets to the Administrator account? Or just let nature take its course and it will disable his account automatically? I just don't want to lose any settings or existing tickets.
$tasklink URL error
Hi When the assigned technician recieves an email after a task is assigned, the link to the task is text and not a URL. When i edit the template and try to add LINK from the list it is added as tasklink with the $ missing. I can manually add the $ in front but this does not create the URL link, it still sends out the email with the link path in text but not a URL. Can you please investigate this problem. Thanks Mike
workstation additional field link
I have a problem of workstation additional field links with Resouces additional field automatically. For example, when I input data in workstation additional comment field, SD will automatically input data in Resouces additional invoice field. My ServiceDesk Plus version is : 7.0.0 Build 7018 Thanks in advance
Planning requests like in a MS Project Planning
Hello all, for individual requests ServiceDeskPlus works superb. However, the department which I work for likes to see a planning for solving the requests. From time to time new requests appear and we have to replan our activities. This means other requests are delayed. This is something I'd like to see done with Servicedesk Plus. Who can help me? Is something like this allready possible or is this a great new feature ? Kind regards, Barry Sakkers
List of Issues getting fixed in 7019 hotfix
Dear Users, Following are the initial list of issues getting fixed in 7019. and the tentative date is by first week of Auguest 2008. 1. SD-9621 : Clicking the Home / Request tab, page becomes blank in mssql. ( same as auto close issue ) 2. SD-9208 : Split messages automatically shows as overdue even though there is no due date set. Whenever we use the Split As New Request feature to separate part of a conversation, the split part shows with an overdue flag. 3. SD-9072 : Mandatory Field for request
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