Requester assign a qurey to Technician
hi anybody can tell that is it Possible a requester assign a qurey to a technician and the mail send to selected technician and Administrator. If Yes so please tell me how can i do that. please reply me as soon as possible. i will very thankful to you guyz. Thankx
another reporting questions
In which table is the ip address stored for assets in the inventory. Peter
reporting
Can you please tell me in what table the 'Closed by' field is stored. I need to report on which technician has closed what and how many. thanks Peter
How are our users going to access Services Desk Plus progr
How are our users going to access Service Desk Plus program?
Page defaults to lower half in requesters
When changing details for a requester I have noticed that you click on a requester and instead of the page refreshing and showing you the details it shows you the bottom half of the page, where the help information is. Would be better if it showed you the top half of the page so you could edit the requester information Also have noticed that the link on this forum still does not work correctly, when you click on the support tab and clikc on service desk forums it goes into the Service deks forum
How can my users access our SerivceDesk Plus program?
We jsut purchase the ServiceDesk Plus program. I have setup the program to customize for our district. How can our customers access this new workorder system?
User home screen search on right side generates errors
A customer tried to use the big search box on the right hand side of the requester home page to search for something, and no matter what she put in, she got an error message. Error: Object expected Code: 0 URL: http://tasc/HomePage.do It's not seen when you use the left side search. Sometimes errors would pop up and then take you to the results. Justin
Articles not seen unless you log in
From the main forum, you cannot select the articles and see them until after you've logged in. Is this an intended method of operation? I'm using firefox. This was working fine a week or so ago, but it seems to have been locked down again. Justin
Forward option
Greetings I think that forward message should be visible in the history tab and conversation regards Bart
Is MSSQL supported yet?
We are waiting on purchasing until MSSQL is an option for the database of Service Desk Plus. Could you let me know when the release will be? Thanks
Text entry field passed on to users - confusing, &Locati
In the requests entry box, there's a priority entry pull down menu. The problem is that "Select Priority" shows up as an option, when it should only have the selections we want them to see. The Location pull down menu doesn't work either. Justin
Custom report: lack of Mode,Status,Compl.Date & other fi
Hi, Our company is running SupportCenter Plus version 5.0 (build number 5008). I have customised the Support WebSite by furnishing it with request additional fields. Then I created new custom report out of it. My new custom fields can be selected on the report, this is fine, but there is no way (or I just can�t see it�) to include in this report some of generic fields like below: Status Completed date Severity Mode Time Spent There are there, I can see them on each and every request viewed separately,
'Link to Solution' in Resolution
Copying the text of a solution verbatim into a resolution each time it is used seems like needless duplication and a waste of database space in most cases. In addition to being able to search the solutions and then select 'Copy to resolution', there should be another button that just copies the hyperlink to the selected solution into the resolution. Currently, our workaround for this is to copy the hyperlink to the desired solution, go back to the original request, manually enter the resolution as:
question regarding use on existing web servers
hi i am just testing to see if this software is viable for our needs. i would ideally like to set it up to be used on a webserver that serves our local intrant and possible have the application accessible for a url on the same intrant is this possible to setup and how do i do it. thanks
Question re email sent to contact after first request
Hi there Two questions from a new user: 1) When a customer sends his/her first request, and he/she is not already set up as a contact, an email is sent to that customer with a link to the request. However, when the customer clicks on the link, he/she is brought to the log in page and cannot log in as doesn't have username and password yet. Is there a way that the username/password can be sent automatically? It seems that it is only sent when the support rep goes in and resets password. 2) When I
Completion date of Requests
Hi guys, I need to know if there is a way to edit the completion date of a request for example, if I created a request on the 20th and the due date was the 22nd, but I close it on the 30th, I want to know if there is any way that I can change the date when I close the ticket. As of now, whenever you close a ticket, that is the day it puts for completion... thanks.
Typo in "My Details" page
On the "My Details" page, the following sentence is found. "Enter the your details here" Remove the word "the" Justin
Typo in users request submission page
On the page where Requesters can submit tickets, the following text appears: "You can attach any number files for a total of 3 MB" It should read: "You can attach any number of files for a total of 3 MB" Justin
Problem with ticket submission formatting
When a user enters a ticket and clicks the bullet or numbering button, there appears to be no way to get out of bulleting or numbering except for cutting/pasting non-numbered/bulleted text. Could you fix up the text entry portion to be able to "undo" bulleting or numbering? A user has also asked "Where is the 'undo' button?" I'm not sure you can do a whole lot with that, but that's a request that has come in. Justin
Problem with inline graphics
We've received a number of tickets that come in and have boxes with red X's where the graphics should be, and when opening that ticket, we'll see one or more messages (one per graphic) that says: An external application must be launched to handle cid: links. Requested link: cid:960545021@15062006-22C8 Application: cid If you were not expecting this request it may be an attempt to exploit a weakness in that other program. Cancel this request unless you are sure it is not malicious. I'm not sure if
SupportCenter Plus - Customer Support version of ServiceDesk
Hi All, We are happy to announce the release of Support Center Plus - The customer support verison of ServiceDesk Plus. New Features specific to Customer Support - Account Management - Contact Management - Product Catalog - Support Plans and SLAs - Creating Follow-up tasks from the request - Ability to expose Support Rep availability to customers SupportCenter extends the core ServiceDesk framework and borrows the same user-friendly UI from SDP. Check out SupportCenter Plus for tracking your company's
Can't install the free edition
[root@server1 customers]# ./AdventNet_ManageEngine_ServiceDesk_Plus_4_Linux.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ................................... ................................... ................................... ....[root@server1 customers]#
Using 2 Network Card
My Servicedesk server has 2 Network card with IP Address 192.168.2.1 and 192.168.2.2 and at the server i have installed Servicesk Plus and OPManager. With 2 network card, getting us setup each network card to each service...? like IP 192.168.2.1 for Servicesk Plus and IP 192.168.2.2 for OPManager...?
Ticket re-opened doesn't show history
I can't recall if I submitted this issue, but when a ticket is closed and re-opened by a subsequent email by the submitter, there is no history entry listed to reflect that fact. Does it re-start the clock as well? Justin
Convert MySQL data to SQL2005
Is there a convernient way to convert / install / upgrade the NetManage HelpDesk 5.00 system to SQL2005 server to allow greater flexibiity in location and access using 3rd Party Utilities, Report Writers, etc.
"All My Requests" filter
Currently, the only way to view all your own requests, regardless of whether they are open, closed or on hold is to change the filter to "All Requests", which then includes everyone's requests. A critical feature to be considered for addition is an "All My Requests" filter, which as the name implies, simply shows all of the requests that you have received, so you aren't limited to seeing either your Open or Completed Requests seperately. Another similar feature that would be useful is the ability
Relocating ServiceDesk Plus Server
Hi I am thinking about relocating ServiceDesk Plus Server to another machine. What is the best way to backup the data from ServiceDesk? ie: Requests, Assets, Technicians data etc...
Report by queues
We do not use categories on requests. We use queues. Is there a way to generate reports based on queues?
new option needed
We need to the Category to be split to the category 1\main category: contains all my main categories. 2\Sub category: contains all sub categories for each main category. But if the user selects one of the main category "say hardware" then the sub category will list onlyThe options for that category. it may works like the "Assign To " option>>>that if you select "Assign To a Technician" the owner list will list the technician only...but if you select "Assign To a Queue" the owner list will list the
Multiple Technicians - Same request
Hello all.. Is there a way for multiple technicians to be shown as working on the same request? The company I work for is big into number of requests per technician, so if two technicians work on the same request, only 1 gets credit for the work at this time which skews the results. I know you can put the time you worked it for different technicians in the "add time entry" portion of the ticket request, but when you generate a report for completed requests by technician - only one person gets credit
Catagoies and Sub Catagories
I am trying to delete several catagories that were origanlly Sub-catagories. I received an error message stating that I cannot delete the catagory because it is being used by another module. Anyway I can fix this?
Help me locate some Asset fields for reporting
I'm trying to locate the following fields in the ServiceDesk Plus database and finding it very difficult. Can I please be directed to the appropriate tables to find these fields? Asset - Product Name Asset - Asset Name Asset - Asset Tag Asset - Asset Serial No Asset - Vendor Name Contract - Contract Name Contract - Contract Expiry Contract - Contract Status Contract - Owner Contract - Support Details Contract - Description This will let me generate asset reports on a per asset basis linked to the
Issue with conversations
replies back to service desk are not being appended to the to converstaions. My header is configured in this manner Your request has been logged with request id ##$RequestId## Us this an issue?
Sort By Columns
Would it be possible to add this functionality in the Scanned Software list. It makes a little easier to sort by # Installed to delete all of the Zero's out. Thanks!
Changing User details
I wish to update the details for all the requesters imported from AD, is there a easy way to do this? What i want to do is add First/Last Name Email, Dept, Phone and Job Title to the requesters details. I have these details on a excell spreadsheet, if i import from csv then will this override what we currently have? Thanks Stuart Lupton
Mail server configuration with MS exchange 2003
Bellow I�ll notice the our environment # Win. 2003 Domain # Exchange 2003 # Incoming protocol RPC / outgoing SMTP unable to setup mailserver.
PO improvement requests
The PO's need to have a field available for Cost Centers, which is an accounting term for the people or group that need to have the billing applied to. It's not the Dept. name, as there could be subgroups within a dept. that is originating the PO. Additionally, we need to have a drop down field available for the terms of payment that is applied to each vendor. Some vendors we pay by credit card for small orders, but use "2-10, net 30" for larger orders, or may have a COD (cash on delivery) set up,
Notes
HI I think that notes should be merged along with request. In this version (build 5010) when i want to merge two or more requests, system is loosing notes from all of them except the main one. Regards Bart
Bug: Please alphabetize vendor selection seen in PO process
When you create a purchase order, you pick a vendor on the first page, but the list is not alphabetized. Can that be alphabetized please? Justin
'My Tasks' panel
Our company uses SD+ build 5010. We were wondering if there was an option for a universal/shared 'My Tasks' List. We all want our own, but there are things such as hardware/software changes, etc. that we, as a group need to monitor daily. Can anyone think of a solution to our issue? Thanks. JustinC
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