Feature Request: Other Notifications Options
I'm not sure if I'm wording this correctly so bear with me. In the Notification settings there's a way to notify technicians when a new ticket is created, but how about "departments"? For example, we could have a department called "Paramedics", and we write up any ambulances that are having IT issues. Not only do the technicians need to be aware of it but also the Paramedic Supervisors and their assistants. That way they don't schedule a truck to go out if it's been written up. Currently the only
Frames not holding
I wanted to have a link to our company's homepage where the login for teh HelpDesk is. I managed to have a html document with our logo as a link to our website in a frame at the top, and the login document at the bottom. Everythign works fine, except for when the request tab gets pressed. Its the only time when it makes the upper frame disappear.. and then nothing loads... you have to click back and it puts me at the homepage after login for teh helpDesk. Is there a way to either A) stop that frame
Showing the machine the ticket is open from
Using the Windows Domain scan feature we were able to find all the PCs in the domain. I would like the PC to show up automatically when a customer opens a ticket. I want the ticket to show the PC they are openng the ticket from automatically.
Account and COntact management
I would like to know if it is possible to have an Account administrator(s) that can add/manage Contacts and their permissions. For example, we have some customers that have a few "authorized" requestors. Then there are other requestors at that Account that should only have the ability to create a reviewable request which would then be reviewed/approved by the "authorized" requestor. The self service of an Account administrator that manages the Account Contacts, permission and the "authorized" requestor
No time entry field.
After I applied the latest service pack I no longer have a field to enter time worked on a request. Any ideas? Thanks, -st
Move MySQL to a dedicated server
I am setting up my Service Desk plus server and want to have the database on a seperate server already running MySQL. I already know how to dump the database along with the schema. My question however, where do I tell SD+ the new MySQL server IP address and port? I do not see any options to do this and I am assuming its within the code somewhere. Can you please direct me to it's location so that I may tell SD+ where its database resides. Thankyou -- Scott Chirpich scott.chirpich@farheap.com
Firefox Error: Firefox already running
I recently got Firefox on Linux. Most of the time it works like a charm. But once in a while it spews out an error saying something to the effect: "Firefox is already running. Close already running browser first...", even though Firefox is not running. The problem persists even after a reboot. Based on my experience with VNC, I was looking for a lock file in home directory and /tmp. I removed some things but that did not help either. Does anyone know if this issue and how it can be resolved?
safari
I'm currently running SD+ on a WinXP SP2 box and most things are working well. However, some users need to log in as guests to the web browser using safari on a mac book. Almost everything seems to work, apart from the text box to enter descriptions of a request. Quite simply, on safari, users cant click into the text box, or enter any info in that box. Any help?
Adware problems in SD+?
Okay, I may have stumbled across a possible cause of the problems I have occasionally with SD+ opening. Ewido AntiSpyware thinks four files in the Service Desk extracted folders are Adware, as per the screenshot. I have of course put a permanent ignore on these files. This is an FYI.
Restore backup to new version on new server
Ok, I know I'm asking a lot, but I need a way to restore a backup from SD+ 5.0.0 to 5.5.0 My version 5.0.0 (5000) server has died, so I built a new server with version 5.5.0 (5501) I have a very recent backup of my existing data, but the restore to the new server fails because the versions are different. I've already manually reconfigured the new install and added the AD users, so I really just need the Requests, Solutions, Contracts and Vendors to be brought over. Can anyone help?
purchase order policy
What is the recommended policy / procedure for once an asset or inventory item is received & approved in recording it as such under the relative tabs (asset &/or inventory)? Is there an automatic transfer by line items or do they have to be added separately?
Merge issue
I am having a problem merging requests. To duplicate the issue, complete the following: Open the request to merge. Choose Merge from the actions menu. Click the Title link on the request that I want to merge it with. Press the back link at top center Press the Merge icon Get the attached error at the top of the page of the original request when it is done merging. You will also notice that the category does not show for the request when you click on the Title link. This would go along with my previous
Showing the machine the ticket is open from
Using the Windows Domain scan feature we were able to find all the PCs in the domain. I would like the PC to show up automatically when a customer opens a ticket. I want the ticket to show the PC they are openng the ticket from automatically.
Unauthenticated acces to solutions
Hi all, Previously, it was suggested that access to the Solutions could be provided without requiring authentication by using the http://servername:port/sd/SolutionsHome.sd URL. This works fine and does in fact allow unauthenticated access to solutions. However, since the release of 5.5, it seems the behavior has changed somewhat. If a user is logged in to the portal, and then tries to access the link above, the page will display fine. HOWEVER, attempting to then click on an actual solution will
I want to receive Attachment in E-mail
HI, Is there any possibility that when requester attached a file then attached file also received in e-mail. This will receive administrator and assigned technician. Plz reply me as soon as possible. Thanks.
Can SDP manage routers and switches as assets and workstions
We found SDP is great for PCs and Linux/Windows Servers,but how to add network devices like routers and switches into inventory? Will it scan the network and add them with SNMP rather than telnet?
Mandatory Fields 2
I would also like to see manadatory fields added before a request can be closed, such as time spent on the request. A better option might be to add the "time entry functionality to the "enter resolution" window. That way a technician could enter a resolution then add a time entry and then click "save and close" all ffrom the same window. Thanks Meso
Attching a large number of assets to workstations
Hi, I have a large number of workstations configured in my installation of SD+ and an even larger number of assets which need to be attached to the workstations. I also need to fill in the serial number and asset number for some of these assets (which can be derived from the the workstations' details). To use the GUI to do this bulk update would take forever, so I would like to write some SQL to do this. Could you please let me know which tables and fields need to be updated in order to attach workstations
Categories
Hi all, we are using SD+ since May this year in our company. Now we want to reorganize our current used categories. Maybe there are some other users who are able to provide me their categories-list to have some examples to see the used structure and hierarchy. thanks Florian
Searching in ServiceDesk Request
i am able to search for the text which is available only in the body or subject of the original request mail. searching does not work for the text in the mails under conversation
Dutch Servicedesk
Hi there, Will there be a Dutch localization soon? I'm making a proposal to use this software to support our customers nation wide, and really need a dutch interface! :) Thanks..
Services not running
Hi, i reinstalled the Helpdesk. now when i go to start the ManageEngine ServiceDesk 5 there is nothing to happend. plz tell me what should i do. plz reply me as soon as possible. Thanks.
Forward in a request it not shown on the conversations
Hi We use the forward function on the request system to log the problem with one of our 3rd party support companies and with a attachment. However Forwards do not show up on the request conversation can this be fix so we have a full audit of communication for a request. I tried using reply by you can�t attach the file that the user attached to the call
Users can't access servicedesk+
I cannot view the service desk application via web http://hostname:8080 on any computer other than the server. It just times out over and over again. I am able to connect to it via the server local desktop. Please make a help suggestion. Thank you.
SOLVE MY PROBLEM
I am getting SMTP error ,to connect to MDAEMON mal server......i able to access my system self to access this server.what is the problem occur and what can i do?
Backup and report question
Since version 5500 some major changes are done on SD+. But i have 5 questions about them: 1. Why are backups put in a seperate folder each time? Why not the old way of putting all files just in the backup folder. Now I have to browse to an extra folder, also my cleanup scripts which I used to delete old backups is not working anymore. 2. Reports are nice, but there is no report to view closed requests by technicians. I want to know how much tickets a technician has closed. 3. Before version 5500
connection between USER_ID and WORKSTATIONID
Hello people Out of the servicedesk Datebase i should programm a cute webapp for our intranet. i have infiltrated the whole database an i have gained a lot of information. but i didn't found one thing, that ist very important to me. in the table 'aaauser', there is the name of any user stored, so i could make strings like "Hans Miller". There we have the User-ID. Ok, and in the Servicedesktool (inventory) itself there are the Computers listed as follows: PC901 | Deskpro | DOMAIN | Windows 2000 |
Exchange 2003 & Incoming Mail now not working
Well we upgraded our mail server to 2003 finally from 2000 and now it no longer can connect to the mailbox. I know you say it isn't supported but the fact remains that it has been working. Also the system log doesn't have any errors which is strange, I started the service to see if it would produce an error but I only get it when i try to save the details. FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox.
Custom fields and information
We have custom fields set up for locations when opening a request. What I would like to do is to have some more information associated with those locations, but only for opening requests of a certain category. This would be for dealing with circuit outages primarily. So when you choose a location and it is in the category of Network it would auto populate the request with the circuit ID and telephone number for the provider of the circuit. Would something like this be possible?
Reports by completed requests
Hi, Whenever I access any report by completed request, for example, by category, I see the requests. But there is no link that will show me the detail of a particular request as previous versions did. I was using build 5008 and then upgraded to build 5501. Is there a way to do this?
Database maintenance
We are having, on average, 500 requests per month. I would like to know what can I do to maintain the DB in good shape.
Is it possible to change deafult port?
Is it possible to change the deafult port for Service Desk Plus from 8080 to another port?
Request notification
hi, when requester submit his request. administrator get e-mail from Help Desk. in that e-mail I have problem. there is Garbage in the mail. i cant understand the e-mail. plz help me as soon as possible in this regard, Thanks.
Any dates set for the next release. SQL, IIS etc..
Any dates set for the next release. SQL, IIS etc..? Regards Carl
New Query Report
Hi! I wonder is it possible in the new Helpdesk report system (query report) To generate a report that includes When a request (for a month) was created and when it was responded. Our SLA doesn't demand a resolution, just that we have respond the user whiten one hour. Best Regards Daniel
Many Departments deletion
How I can delete many (~2000) Departments in the Department List page at once?
Users can't access helpdesk
I have added the helpdesk to my domain shortcuts, but my agents are unable to access the site. The link looks like http://servername:8081. I'm sure it's a permissions issue, I just need to know which folder or service i need to give my agents access to and which rights do they need. I'm assuming read only right would be enough. Any help would be greatly appreciated.
Searching for words inside ticket
I know it is possible using the default search to search for words in the title of a ticket but is is possible to also search through the words inside the ticket? I believe this will help finding things easier...
Request template
Any plans for the ability to create templates for requests?
Import values to requster additional field
I have a list of about 200 values i want to put into a pick list as an additional filed on the request page. Is there any way to import this from a file rather than inputting 1 at a time and clicking 'add item'.
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