Improvement request - multiple notifications, CC
Since SD+ has an email entry component, we'd like to see some address parsing for people who get cc'ed so that notifications sent out as a result of some actions on the ticket (or status updates) gets sent to all of the other folks as well. Additionally, we'd like to be able to take any such addresses that are seen in a ticket which is merged to another get appended onto the merged ticket list of addresses/notifications. Justin
SDP and Crystal Reports Integration
I'm using ServiceDesk Plus 5.5 (build 5506) and Crystal Reports v.11. I can access ServiceDesk Plus database from Crystal Reports, but some column data values is displayed as '???' characters. These values are non-English (cyrillic) characters. Is there any encoding settings or something else in Crystal Reports for fixing this problem? Any suggestions will be very much appreciated. Thanks.
Make shipping taxable
I am unable to use the auto tax calculation on purchase orders. It is not adding shipping to the product subtotal before calculating tax. Can an option be added to make shipping taxable?
email note after its been created
I noticed that you can email a note while its being created but not after it's been created. Could you make it so you can select a note and email the note after its been created :?:
Custom report - Completed date > Due by Date
Hi I have hit a snag when trying to generate a report of a certain type. When trying to ascertain wether a JOb has been completed after a due by date I find I cannot filter the report that way I select the coloumn "completed time" in the advanced filtering Criteria = "greater than" I am then presented with the VERY unhelpfull option of choosing a date. I simply want that last field to be "Duebydate" This must be a common request for managers as they will want to see how many requests have been completed
Re-assigning categories
Is there a way to quickly re-assign a ticket to a new category, other than editing the entire ticket? I would like for a helpdesk administrator to be able to categorize incoming tickets, and let the business logic take over from that point onwards.
Server shutdown/start for service pack
I am applying a hotfix for the first time and want to make sure that I am following instructions correctly. The instructions indicate to first shutdown the server before applying service pack and to start the server afterwards. However, the instructions to do so are not given. Previous hotfixes indicated to simply stop the ManageEngine Service Desk Plus service before applying SP. There are various batch files in the bin folder that look like they would do the trick, but I would like to be given
scanning workstations
what i would love is if you could, pull in the office and xp product codes during the scan, this would be greatly appreciated as we use oem copies of windows and office and this is a great way of making sure while during a random audit, i currently have to input this information manually, any help would be great thanks ryan
PO Approval status lost when Items are received
Dear SD+ team, I like the general workflow for Purchase Orders. However, once a PO is received, the status changes to "closed" and the previous approval status, approver name, approval date & comment are lost. Can this information be retained and made available?
Scan remote computers that are not on your LAN /WAN for Asse
Is there a way to scan remote computers for asset info and software that are not on your LAN |WAN the only access to these computers are dialin. I wasn't sure if this was possable with this software.
What folder/Files do I need to backup for ServiceDesk?
I want to backup ServiceDesk using Veritas BE, what folders/Files/db would I have to backup. Also Are there procedures to restore these folders/Files/db.? THANKS
How to change the variable $RequestLink?
Hi, I set up https server and the variable $RequestLink still holds http in the link. How or where I can change that? Already did the: Settings-Alias URL part, but it was not enough. Thanks Ivan
Show if note is visible to requester
I noted there is no way for you to tell if a note in a ticket is visible to a requester, could you create a visual so we can tell?
Alow requester to see note after the note has been created
You can alow a requester to see the the note but you can only do this while the ticket is being created. Could you make it so you can alow a requester to see a note after the note has been created :?:
Duplicate Requestors
I am trying out Service Desk 5.5.0 I just have a question before I get approval to purchase the product 1) When adding requestors through a CSV file, it works fine and adds the requestors. When I add the same requestors again with the same information it does not overwrite the existing users and duplicates them in the list. I use the same CSV file and the fields are exactly the same but the users are duplicated in the list. Is there a way to overwrite the existing users without duplicating them.
Can not delete departments created manually
I am not able to delete departments created manually after I did import from active directory. With Thanks.
No data available to generate report.
I receive a message stating that "No data available to generate report." when using Service Desk Plus. Some reports seem to run but it appears to be the reports that are related to technicians that fail. When I try to create a custom report it states FAILED TO RUN REPORT. HELP??
Creating Test Environment for SD Plus
We want to create a test environment for SD Plus hosted on the same physical machine as our production environment. We are running Win 2003 Server. What is the best way to do this? We must be able to completely isolate the two databases and we must be able to apply service updates in the test environment without affecting the production environment. You know, all of the usual concerns.
Where can I modify $RequestLink
Hi. Does anyone know where $RequestLink is defined ot how to modify it? Thanks David
Scanned Software Report
Does anyone know a way to export a report on the scanned software? Is there a custom query that can be run?
Adding supportcenter features & more
Let me explain the kind of work we do. We provide IT help desk/technical support not for internal users, but for other small and medium business. We are in the B2B way. ServiceDesk Plus does not provide the Accounts and Contacts by Account/Assets by Account/Request by Accounts that are present in supportcenter. This will be great for us and for many IT support service companies. And to assign assets to these accounts so we can take care about them, have an request history for an asset/account, etc.
Adding Zoho Chat to ServiceDesk Plus and Support Center
Hi, Did try your Zoho Chat and believe this feature would be of great value to Support Center and even Service Desk Plus.
reports by technician
Hi i've generated a report "requests by technician" i don't have all the technician on the report but only 6, others 3 technician are added in to "others" Do you have any solution?
Multiple requesters
Hi Is there a way to have a task viewable to multiple requesters, so that they can all track the progress of the task?
Scanning systems in LAN not associated with a Domain
Currently we have a number of systems that are connected to our LAN, but not assigned to our Domain for one reason or another. Assuming I make the appropriate changes in the Windows Firewall Exception lists, can I scan these systems in SD+? And if so, How do I do that.
Require note if technician accesses ticket
Is it possible to make a technician document a ticket before they leave it? A couple of scenarios if technicians are picking and choosing work based on the contents of the ticket, currently they can leave the ticket and not comment on why they did not assign it to someone or work on it. Another is to ensure something is documented each time a ticket is looked at for tracking purposes. Management wants to see how many times technicians are going in and out of tickets before they are resolved. In essence
Custom Field for technician notes
I would like to see a custom field I can attach to a technician note. If they do research, I want them to document what sites they review, so they choose research. If they call a vendor for support I want to see that. If they peforma followup task I want to see that. Also allow this to have mandatory option. In the end, the hope is to see by reporting what level of efforts are being used during the incident resolution process, without having to read through every ticket.
Recurring holidays
I am not sure if this has been asked before; can we have the facility to have recurring holidays (either by date e.g Christmas or by day e.g last Monday in August) and also the ability to change the date field after saving the item. I think that I am correct in saying you can't alter the date of the holiday after it has been saved? This means that in the UK where we have certain Bank Holidays e.g. last Monday in August it would be good either to have it recur on the same day (as mentioned above)
Make Time Spent Mandatory
Hi How can I make adding time spent to a job compulsory and move it to a more prominent position?? If I am not able to do this can this be added to future updates. It is a feature that we could really do with. Thanks
ratings on survey
chaps ive just setup a survey within SDP..... what are the ratings on the righthand side on the screen when looking at all the survey results????? thanks
Import custom asset postgres data
Hello, Currently our org has an extensive homegrown postgres asset database with a little over 1000 records that I would like to import into the version of SDP we purchased. What is required to do this? Thanks.
2 Questions!:)
1 - In business rules when I add some words it seems it getting confuse with the HTML template. Example: I have a switch named BLACK I want issues for this word to be sent to network group. But when I put this keyword in description, everything sent by email is giong to the network group. If I send an email in plain text it goes in the right group. It seems the Search include the HTML formatting. is there any way to fix this? 2 - We have both windows and linux station, in the inventory linux station
Unable to replace image
I have been unable to replace the "Acme Help Desk" image that appears on the reports in 5504. My image is 102x40 but it still will not replace. I have been able to import all of the other images just fine. Any advice?
My Details tab
Hello As far as I know, searching around the forum, there is currently no way to disable the "My Details" tab from the requester's interface. Actually, we don't want the requester to be able to change his department for example, or the password, and we think that this option would be very useful to others too. When will this feature be present in Service Desk Plus ? We are very interested in buying this solution, but we need this option (and maybe some other minor things). And I think that the programming
Building a Test Environment for SD Plus
We want to create a test environment for SD Plus hosted on the same physical machine as our production environment. We are running Win 2003 Server. What is the best way to do this? We must be able to completely isolate the two databases and we must be able to apply service updates in the test environment without affection the production environment. You know, all of the usual concerns.
Department Set-up
How do I allow for my managers to be able to see their own employee's request only?
How to create more than 4 date/time field in a request?
I had fully utilized all 4 date/time field in request-additional field. Is it possible to create more? Thanks.
Changing the SSL cert information
Hi, Currently, the SSL cert information while using https is displaying the hostname of my computer. I would like the SSL cert to display the fully qualified domain name so that my users do not get an SSL warning everytime the log in. How can I update the SSL cert to use the FQDN of my server?
SQL query for technician
Hi, I just want a simple report which shows �Request id�; �Request Title� ; Request Date/time�; "Request Mode"; �Request Status change Date/Time�; �Request Completed Date/Time�; �Request Status� and �Technician Name� . And this report is filter by �Technician Name� Please send me a query for generating this kind of report. Regards, Reidar Beck
Upgrade due
Hi we still have a few issues with SD+ and I was wondering when the next upgrade will be available. Also will this include a picklist option for closing calls. Some of the issues.... 1. In the global view requests by technician. some of my technicians disappear for no reason what so ever... 2. The helpdesk page will crash and kick a technician out for no reason with http: errors. 3. Refresh issues with the helpdesk software. 4. Copying and pasting text into a request loses the format. 5. Outlook
Next Page