Deleted requests still appear in totals ...
Good afternoon, We have recently licensed ServiceDesk Plus and are working on implementation. However, we have found that tickets that have been deleted without being closed still appear on totals. For instance, on the Home page under Global View, I see a few tickets that don't exist on the system. Currently, it lists 3 tickets, but there are no tickets. We deleted all of them prior to getting ready to go "live" with the system. When I go to the Requests tab and select All Requests, none appear.
Reports - page setup
Hello! Is tehre a way to change report page size since it's in letter format and I need A4? Best regards, Karlo
New account - default password
When a user emails in a request it auto creates a user account - what is the default password that is associated with this account. Thanks Tom
Change Reply To email address
We have an email server that sends out on one email address, but we would like to have our users reply to us on another address. We have tried to do this on the Admin->Mail Settings->Outgoing Mail section, but when we do, the mail services stop working, but say that it is successful.
Mailserver settings.
I am having issues for outgoing mail; I believe my mail server settings are correct. When request are sent via email, we have no problem receiving them. The problem is when trying to reply or forward the request.
Inventory Reports
Is there a way to create custom inventory reports based upon the drive information (File Type, Capacity and Free Space)? I could do it based upon memory and CPU info, but I need to do it with the drive information. Regards,
Contract attachments
Apparently you can only attach files to contracts while the contract is being created. If you try to edit the contract, the ability to attach files in not there. Hopefully I am missing something. If not, then this is MUCH needed functionality.
Create new category when creating a task
It would be really great if you could create a new category when you're creating an issue by just typing the new category.
Filter for Requests!
Is it possible to add new filters in the combobox for the requests? I am interested in filtering the request STATUS by other than open, closed, etc. I created other STATUS to provide mini-workflows before closing the request. How can i change this? Best Regards
Assign to - a group
We don't really assign tickets based on tech, we deal with tickets based on group, not individual tech. In the requests page, can we adds groups to the the list of technicians in the Assign To: drop down box?
Bug in Group-Driven Notifications
I am currently in the process of testing the Servicedesk Build 5501 and have noticed the following glitch in the software. I have also logged this twice with tech support who have yet to adknowledge my request. When a request is assigned or reassigned to a technician and the update notification is set to include the $Technician field, the newly appointed Technician is not displayed, however, the previously appointed one is. There seems to be a precedence problem in that the update is being despatched
Software usage report
Is there any way to generate a report which shows not only who's got a particular piece of software installed but also those that haven't got it installed? Thanks in advance, Steve
call templates
Hello - is there any chance of getting call templates in the next version? For example password reset calls, which get rather annoying for people to fill in each time. Dynamic fields would also be another good feature :-) cheers Pete
scanning network
Evaluating the ServiceDesk Plus software I am unable to scan the network for workstations. More precisely, I don't receive any information when I scan. I get the message Failure: Either access denied for the user or the remote DCOM option might be disabled in the workstation. I searched the forum and found postings regarding this issue. I followed the instructions given but I am still unable to get the information. We don't have a domain, but do use workgroups for our 4 divisions. I have 18 days
Can Requestors view workstations assigned to group?
Is there a way to assign workstation to a group (as opposed to an individual) and assign Requestors to groups so that when a Requestor fills out a request, he/she only sees workstations that have been assigned to his/her group? I'm particularly thinking about department managers. It would be nice if a Department Manager could initiate a Request for any workstation in his/her department without see all the workstations in the whole company. If there is no way to do this, could it be added as an enhancement?
requests filter
is there anyway to change the default option for the requests filter on the requests page. I've added a new status for new calls, which is 'new', that uses a rule to set all new calls as 'new' before being set to 'open'. Is there way to add this status as an option to the request view filter? If this isnt yet possible, is there any way to change the current default filter from 'open' to 'all'?
Modified By Column Header
In the request view we would like to be able to sort by Modified as we don't always have jobs assigned (can't be bothered ;)) so that way the job at the top is the latest one to be replied to. Thanks
ServiceDesk License
If I have 3 technicians, could I still use the 1 user license? All the technicians will log in with the same username/password. Will I have problems with the reports, in order to get statistics for each technician?
Self-Service Solutions Portal Suggestions
Two Suggestions for the Self-Service Solutions Portal: 1) When one reads the solution using the search functionality, the solution write-up does not show the line breaks / spacing between paragraphs that were inserted when the solution was typed up. Formatting this will make it easier to read 2) When someone types up a request, it would be great if the keywords in the title of the request were used to search the solutions portal, then before submitting the request, an intermediate page suggesting
A couple of evaluation questions.
We are evaluating your Service Desk Plus and it seems to be well integrated and have a very user friendly interface. My compliments to you. We have a couple of questions related to our evaluation that you may be able to clarify for us. 1. How well does the system scale with multiple users/techs/assets? Specifically, what is the suggested server hardware specifications you would recommend to support 10 techs, 400 computers, 400 requesters and 10,000 asset items, on a 100Mb managed switch network to
Incoming mail not fetching after stop/restart of fetch
I'm finding that I cannot seem to fetch new incoming mail. I demonstrated to a group of other technicians the need to turn off fetching, make the changes, save it, then restart fetching. But since then, no requests are coming in. I see the mail accumulating in the inbox, but SD+ is not grabbing it. I've even restarted the server in case there was something hung on it, and the servicedesk manage engine is back up. Any suggestions? A bug? Justin
Customized Request forms
I would like to have this feature in SD+ to modify and change as we need. :D
Can i have a blank password
We are going to be using SD+ with just one login for all our end users to log in and enter requests. Is there any way to set the guest login (or a new login) without a password?
Upable to press any buttons
Hello I am hoping someone can fix my issues, I have installed the free version, but when i click onto any of the buttons, (new request, close etc etc) nothing happens what so ever, Any ideas. Andy
Scheduled Reports running simutaneously
I am running the latest version, and when I schedule more than one scheduled report to run at the same time, only one of them goes out.
Ability to add multiple attachments to Contracts
I find it strange that once a contract has been created it is impossible to attach a document without deleting it and starting over again. I think this should be added at least to be consistent with other parts of the system. In addition the abilty to add multiple attachments would be nice. Damian
Mysql
OK we are looking at this software to be used over our lan that covers every state of australia. We have found that the scanning is not very good, it seems to miss lots of our computers maybe its becasue its Trail ??? Also we already have MS SQL can this be used instead of mysql. Any Ideas PS we run around 600 PC's and about 50 servers accross our private network all over australia.
Remote Workstation Scan
Will it be possible to scan remote computers that are not reachable? I have many distributed workers that rarely connect to the home office network, yet I still would like to have some record of their environment. It would be great to be able to send them an email that contains either a link or program that would scan the computer and send the results home. Asset Metrix uses a procedure like this. Thank you, Jamie Jensen
Can database portion be located on another machine?
We're trying to move the servicedesk application to another machine, and a question came up about whether the database could be housed on another server vs the same one as the web server (apache). is this possible? What are the ramifications for doing so? Justin
please post your updatemanager.bat as a text file
hi, I have an out of the box install on a server 2003 machine. I am trying to install a SP for the 5000 build. I have changed nothing on the install and cannot get past running the updatemanager.bat. this is the error I get. C:\Documents and Settings\Administrator>C:\AdventNet\ME\ServiceDesk\bin\UpdateManager.bat '.\setcommonenv.bat' is not recognized as an internal or external command, operable program or batch file. "Please set the JAVA_HOME parameter in" C:\AdventNet\ME\ServiceDesk\bin\UpdateManager.bat
request form out of shape
I'm currently configuring the request form for SD+. I've added several mandatory fileds, some of which are additional fileds. However, now when users log in (testing as guest user), one of the fileds is disappearing of to the right of the form, making it almost impossible for users to enter data into this additional mandatory field. The filed is called Asset Tag, and is on the right hand side of the form. see attached .jpg. Any ideas anyone?
"Reply" feature
All, I've done a search here and couldn't find anything useful about this issue... When a tech uses the "Reply" feature to send a message to a requester, if the requester then does the obvious thing and replies to that email, it is logged as a new job rather than being appended to the existing job. Can we not, for instance, have a simple mail header with the request ID added in the message so that SD can assign the email to the existing job? Or am I missing something obvious?
Link a solution back to the original request
Hi I was just wondering if there is any way of linking a solution back to the original request? Many Thanks Neil :D
Incoming mail
Hi I have been testing the support desk software for the past two days. While configuring the incoming mail from our Exchange server I get the following error message using the IMAP. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. I talked to our Network Engineers and they could not figure out the problem. But confirmed that they haven't blocked these ports. Can you please help us to solve this problem.
Information
Can anyone tell me what is Remedial Service Desk is in ITIL. If it can be explained with an example that would be great. Thanks Srini
Purchase Order form Customization
I want to customize Purchase order according to my company standards. How to do it. I want to add and remove facility and freeness to place those fields in th form. Please giude me.
Technician charges
When you click on Add Time Entry, and place your time in, it obviously divides the hourly rate by the amount of minutes you enter. How do I stop SD+ from making the charge go to 10 decimal places? Currency should only go to 2 decimal places (an assumption here, I must admit, but I've not seen a case where someone's currency goes to 10 decimal places). Have I not set a setting correctly somewhere? My Time Spent reports are showing charges to the departments with the currency going to 10 decimal places.
Change Request Print Preview
Is there any way to edit the Request Print Preview report. I want it to print but without certain fields, like Request History. If not is there a canned report that will print out the basic request info plus the resolution?
Cannot enter resolutions
When I go into the Requests Page on any workstation I get the following error: Exception occurred when executing post invoke script setSearchTitle ('Search','Go') Msg: setSearchTitle is not defined. If I clear it by hitting Ok, I can enter new requests and I can edit the ones that are there. but I cannot enter the history or resolution tab. I click on the tabs and it just sits there. No error. I can enter resolutions from the PC that is running Service Desk, but not from clients.
Mrigrate 5008 to 5501
Current Build: 5008 (This was a CLEAN install not an upgrade) I have downloaded ManageEngine_ServiceDesk_Plus_5_5_0_SP-14_0.ppm and when I run UpdateManager.bat I get the message Patch can be applied only over 5001 build. Incompatible ServicePack. The only thing I can think of is that I installed 5008 from a clean install, not an upgrade from 5001. Am I doing some wrong? thanks.
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