Restore from previous build 5001 to 5507
I am unable to restore my database(build 5001) to the current version (Service Desk 5507). I hope you'll solve my this problem .. I dont want to go back to old build number Thank you for your time. Regards nadeem
Remote Desktop feature
Hi Support! Is there any possibility to integrate some sort of Remote Desktop in HelpDesk Plus? For example I would like to start VNC session from HelpDesk Plus to a client without any interference from requester. Hope you know what I mean BR Meli
Operational hours
Hello, I was wondering if the operational hours can be made flexible. We would want to have a spilt shift time. What i mean is we have a break for two hours for lunch, so if i count it the operational hours it ends up in 10 hours per day. Also, since the weekend is half a working day we have another 3 hours there. Would be good if this can be done. Regards, Roshan
E-mail Request Creation
Is there a way to set variables for a request in an e-mail to the service desk account? I have a user defined field as well as the technician field and due date that I would like to have set by the end-user (requester) in an e-mail. The mail subject becomes the title and the body becomes the request - but can individual fields be set as well? Thanks, Bill
AssetExplorer 4 Released Now !!!
Hi, AssetExplorer 4 just got released. What is AssetExplorer? AssetExplorer is an IT and Non-IT asset Management Software. It helps you track and manage IT assets such as Workstations, Printers, Routers, Switches and Access Points. You can also track and manage non-it assets such as furniture and desk phone. AssetExplorer offers comprehensive Software License Management and helps you manage Purchase Orders and Asset Contracts. AssetExplorer Feature List - Automatic discovery of IT assets Workstations,
Switching off the help screen for logon details
When you first setup SDP it has a small help screen at the login page giving details on how to login to the system as administrator and guest. How do you switch this off.
Notify technicians when unassigned request has reply
As above, is it possible to have SD notify the technicians who are members of a group that a request belongs to (but not assigned to a specific tech) and the requester replies to emails on that request. I am finding that I am replying to a requester to get more info for the call, but not picking up the call as another tech may end up working on it. It would be nice if there was an option to notify to technicians who are members of the group the call is in when a reply is sent to it. Thanks.
Threading has stopped working..
Ankit: We are using Version : 5.0.0, Build Number : 5000 for some time now. Until now threading worked very well (when ##ticket## was in the subject). Since a week or so, threading works intermittently. Inspite of including the ticket number in the subject line, a new ticket is created. Any ideas what could be happening? Also, if you let me know what does SD+ look for in the subject line or e-mail headers etc in the e-mail when it does a POP3 retrieval i get some basic debugging done. The only event
Migrate SD Linux -> Windows
Hello, I would like to know if it is possible to migrate my SD+ from a Linux to a Windows System. Linux: Red Hat Build 5507 Windows: 2003 server Build 5507 Thanks for help
Technician License difficulties
Hello, We are currently running service desk version 5.5.0 (build: 5503), upgraded during last year from version 4. We began with a 5 technician license and after good feedback we ordered a further 2 technician licenses. The extra 2 tech license was installed after the update to version 5.5.0 i went in yesterday to do some additional modification to the technicians but i cannot create any new techie's and if i remove techie rights from a user i cannot give them back (i get an error: only licensed
ServiceDesk Server won't start after install
Hi, I've just installed the 30 day trial on our server. However, the ServiceDesk Server will not start. It gets half way through the 'starting server' applet, then it just disappears and the systray icon disappears. The error in event log is 'There may be a configuration problem - please check the logs'. We do have a MySQL server installed already on this server, although I have stopped it to see if that was the problem. SD+ still doesn't start. I've uploaded the logs to www.south-craven.n-yorks.sch.uk/logs/boot.log
Wildcart in report
Hi, I failed to find if I can create a report and set the field values to a 'wildcart' I would like to create a report selecting a timeframe so from and to should be able to be selected on runtime and in our case a assigned to (also choosable when you run the report) That way when you run the report it would ask you somehow for start / end / assigned Is this possible? Thxs! Frans
mysql query
Hello, we are in the final stage of testing. Can we get table list with description of each table. That is only for main tables like workorder, table were requesters are stored, assets and other main tables. So we can make custom queries from SD+or from mysql gui. thnx
Barcode scanner/writer/ for asset & inventory Config Ite
Hello i posted a message last week which seem to have been deleted,i was asking for help or advise on what Barcode scanner/writer or reader to by which would be compatable our the Adventnet ManageEngine helpdesk tool,and how others use it,because we have to manually do a Inventory next month we would like to have some recommandations on what we could get that does the job, 2. We would like to know if we can change the field in Admin -tech-"cost per hour " to cost every 5 min on the phone with a user.we
Contracts
Once you've created a contract you do seem to be able to go back and edit it and add an attachment. I would have thought this should be possible Regards David
Category reorganization
Hi I need to reorganize category list, what will happened with old request (i mean their categories) if I delete old list and create new one ?? Regards Bart
Technicians don't see request of the group
Hi; I have two user in one group of technicians. "general" is assigned to one of them but the other one doesn't see those requests and the same in the other way if a request is assigned to the other technician. What's wrong?
Edit Product Type
How do you edit the product type in the inventory. I dont want to have to import via csv again to change one thing.
Inventory Assets on import default to 'Is Leased' NO
1. Inventory All my assets in the system at the moment are leased. When I view from the Inventory tab, the default for 'Is Leased' is NO, and the 'lease expiry date' not populated. Is it possible that when assets are allocated to contracts under the contracts area, that it should populate this view in the inventory -- since the contracts area is really where the leasing / date information is stored.
Viewing Contracts - not in alphabetical order
Contracts. When viewing contracts, I would expect that the order would be in ascending by Contract name. My contracts are called Lease 77, Lease 78, Lease 80, Lease 82, Lease 79 but they are not all sorted in Alphabetical order (as from the example above).
Domain Scan
Hi all, I'm currently running a trial version of SD+ to evaluate as a replacement for TrackIt. One issue i'm having is on performing a Domain Scan of our workstations, when running although it is finding the computers fine, the IT Service Desk starts getting calls relating to PCs unable to connect to network drives. Has anyone else experienced these problems with a scan? thanks Sean
Active Directory Import failed
Hi, I just installed the Free version of ServiceDesk Plus 5.0 build 5010. When I tried import user from AD, it's 100% failure. Is that because I am using a Free version?
Domain scan problem
Greetings I`ve got a problem with domain scan in branch offices, which are connected wit VPN tunnel (ping is ok). fallowing message occur " No response from workstation" (??) Regards Bart
Cannot creat Custom Reports for last year
Wanted to generate a custom report from 01.12.2006 to 10.01.07, but couldn't select any date prior to Jan 1 2007. I get "Stack fliow at line: 1706
ME Helpdesk keeps degrading and crashes
Over the last few days, I have had to restart the Manage Engine service 4 times due to a degrading of the product. The performance starts off ok but gets worst as the day goes on. I have a two user license and we use it consistantly. every few hours it crashes and needs to be restarted. Thoughts?
SD 5.5 doesn't start after AD domain rename
Hi, last friday we change our Active Directory domain name, since then the Service Desk service keeps trying to initiallize, it doesnt show any error but the loading bar is stuck at 90%, the service never starts at all. Our version is 5.5. Thanks in advance
date and time
Can the date and time be shown in a column when looking at call notes. at the moment you have go into each note to see the date, very annoying!! cheers Peter
web services & rss feeds
.. to help with integration with intranet sites etc, listing recently added solutions via rss etc.
Leaving Note when Assigning
Feature request: It'd be nice to be able to leave a note along with a request assignment. That way the tech can know why they are being assigned a request.
Approval process for Solutions
it would be useful if the solution system would include a process for peer review before proposed solutions are accepted. This would help prevent incorrect or blatantly misleading information being tagged as a "solution." The last thing we want is a incorrect solutions creating more harm and confusion. Thanks, Dirk
Attach documents to assets
Hi, We are currently scanning all documents related to each new asset that we acquire: delivery note, invoice/receipt, warranty. It would be nice to be able to attach these documents to each asset in the Inventory section of the software. So, for instance, if I open up the Asset Details for a printer, I will be able to click on a link that will open the scanned delivery note or invoice, etc. Is this a feature that's forthcoming? Thanks, Jomelle
Are you sure?
It has come to my attention that it would be beneficial to have a follow on pop up when posting notes and selected option "Show this notes to Requester also" pop up should read something like; "Are you sure you want to post this to the Requester?" Y/N
pick list of common request and faqs
Wouldn't it be great to have a pick list from the main page that lists common requests or FAQs (could be dependant on category) so that technicians dont have tro keep on typing the description in for repetative requests.
Need access to other Notification templates
We are testing the escalation of service requests; however, the email that is sent to the person getting notified of the escalation is not very intuitive... 'Request Overdue E-Mail' is probably not appropriate. We would like to be able to administer a template for escalation notifications and any other default notifications that are sent.
Another update to 5.5 Version. Build version 5506
Hi All, Here comes another update to 5.5 version. The latest build version of SD+ is 5506. You can download the same from here: http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-19_0.ppm Issues fixed in Hotfix- Build 5506: * Closed requests are not opened when a reply is received from requester is fixed. * Columns are not shown properly in "new request" form is fixed. * Add solution button is not displayed in the New Solution's page
Changing Column name on Report
Do you know if it is possible to change the description of columns in a custom report ?
Possibility of interfacing with other system
Hello We have an external helpdesk that take the phones calls of users having IT troubles. They send us emails listing the troubles, and our local team solve them. We are looking for a software that could integrate the emails automatically and create incidents, then the IT team could use the software to dispatch incidents, keep an history, etc... We don't need the users to use this soft, it would be only for the IT team. You software seems great, but i would like to know if there's a possibility
Request Filters
I have recently added some new Request Status's to SD+ and can't find a way in which to modify the filters on the request page to be able to show requests under the new status codes. Also this is affecting the Global View in the Home screen which doesn't seem to have an option to modify or display the new status codes in the table at the top left. Is there anything I can do to modify these things?
Reports not working
Hi there We have been running SD+ forabout a month now, but every time I try to run a report it tells me there is no data avalible. Is there a service or something we need to have running in order for the reports to work?
Request Filter view - can you customise
I have added a new status ie. Resolved. and would like to be able to select from the dropdown to view All requests in Resolved status. How can i do this. Thanks
Next Page