Bug Found in Reporting (easy fix)
When you create a custom report and you use one of your user defined fields. It displays the data fine, however when you export to PDF instead of using the name you set it labels them UDF_char1 or whatever field you used. Is there a way we can get this fixed so instead of displaying that UDF it displays what we named our field.
Custom Reports
I am making three different custom reports. All of them are Matrix Reports and filter by created date, during this month. The information is summarized by Category, Technician or Department. When the information is summarize by Technician and Category, I get the same total requests, 394. However, when I summarize by Department, I get more total requests, 410. Any idea about this issue?
Custom Reports
How can I get a greater selection of fields in my custom reports? I would like to print out the whole text of the request.
Access database to display ONLY recent items?
Is it possible to gather information from the database (such as recent items) and then be able to display this information only as opposed to the whole web page being displayed? I would like to know if this is possible because it would allow me to code my on entrance page and display recent items on the frontpage without having to get into the entire application. Then when they click on a link it would automatically log them into SD+ and display the page as if they were a requester. Thanks.
Hotfix for build 5008
Dear Users, We have released a hotfix to migrate ServiceDesk Plus to build 5008. This hotfix is aimed to fix the 100 % CPU issue when Request tab is selected. We are further working on enhancing the performance of the application. You can download the same from: www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix 1. Stop ManageEngine ServiceDesk Plus service. 2. Invoke UpdateManager.bat (UpdateManager.sh for Linux installation of SD+) from [ServiceDesk-Home]\\bin folder 3.
Department pick list
I did a quick search and didn't see this requested anywhere. Can we get the Department pick list sorted? Currently it appears to be displaying in order of entry. I have over 100 departments defined and having them sorted would be a HUGE benefit.
unable to see software in linux workstations
I am Trailing a copy of Service Desk 5 in a mixed network with linux and windows workstations when i scan a linux workstation i can see the hardware but not the software is thier a workaround for this? This may be the difference in buying this product or not
Scannig of Linux Workstations in Windows Version SD5
Can u Scan Linux Workstations in the windows version of Service Desk or do u have to use the linux version of servicedesk 5 when i go to scan my network i get this respone back from workstation Connection to RPC server in the workstation failed
Modified Date Colummn View
I would like to see a Modified Column in the Request view as we do not always assign jobs and as you know if you do not assign you do not get a response if you reply to a job. If sorted by this you could see which unassigned jobs have been replied to recently without having to go through them all. Also when you reply to an unassigned job maybe it could automatically assign you as the technician. Two things I would like to see. Thanks Darren
Modify Request ID
Dear Support, I'm wondering how to configure the request id?
email notifications in html or plain text gives errors
Email notifications are not properly formatted when using either option (plain-text or html). If html is selected, the outgoing mail contains improper formatting and extra characters. When plaintext is selected, all spaces and carriage returns are eliminated and everything appears in one row. When a reply is received for any request, it displays plaintext, due to which the email becomes very long containing all the html formatting displayed as text. This is a big problem as when the request is printed
The editor is not supported in your browser type
While i want to enter a Solution or click link Enter Resolution, i get a pop up message The editor is not supported in your browser type So that... if i decided to input a data, the data will not be saved What's it solution...? Thank's
How to display the Expiry Date in custom report ver 5008
How do I display custom data in the custom reports? Do you have the ability to generate a report which lists the Expiry Date from the assets? Thank you. Kelly
Problem with Start Timer?
I have a custom status called "Pending". When I click "Start Timer" on a request that has a status of "Pending", the status does not change to "open" and the timer does not start. It works if the status is "on hold". Is this a bug?
Link asset to request
Hi, When a client calls in with a problem with a specific asset, is there a way to link the request to the asset? And then have a history of problems for a specific asset. Thanks, Mark
Time spent against Operational hours
Good morning, I thought that the time spent total should work with the operational hours that are set? As you can see below it is still totaling the hours from start to finish and not taking in to account the operational hours (0800 - 1930), I would have thought that the time spent on this should be 7:28:33 as these are the operation hours that the call fall between? Is this being looked at as a bug or just as an enhancement? Created Date 20 Apr 2006, 19:00:00 Due Date 24 Apr 2006, 18:30:00 Completed
Attachments stored in Database?
When you come out with the version of ServiceDesk that will work with MS SQL, will you soon have the ability to store that attachment in the database? Steve
Character problem after SP6
Hi! After upgrading to ServicePack 6, we have problems with the swedish charactes �, � and � being displayed wrongly (i.e. å, ä, etc), when viewing requests. Before the service pack was applied we only had character problems with time-entrys and notes. Could you please considering addressing this in your next servicepack / release. Kind regards, Rickard
Helpdesk and Opmanger
Looking at both the Helpdesk software and Opmanger packages. My manager wants to know how to get both to work together. She tried the addon section in Opmanager but it reports it cannot find the Servicedesk or it is busy. they both reside on the same box. She also requested that I ask if I can get Opmanger 5.0 once again. She needs to retrieve some data on an old server that she was testing it on but cannot find the install.
Formatting of subject in survey e-mails
Hello, The first line of the welcome message (in survey settings) is *** IT infrastructure survey *** The subject of survey e-mails that are sent out by SD+ is as follows : =?utf-8?Q?****_IT_infrastructure_survey_**** we use Exchange 2003 and Outlook 2003 Can this be changed that the subject of the E-mail can be defined by us , or what can I change to the text to avoid the "?utf-8?Q? " characters our users now delete the survey request e-mails because of the strange formatted subject. thanks Filip
Technician E-Mails
In service desk e-mails that were sent to the Technicians were logged as a part of the call. With the upgraded versions this feature is no longer available. We would like to see this feature placed back into service desk.
Secure Access
Is there a way of securing the service desk app using ssl technology. I am currently concerned that all of my passwords are being passed through the internet in clear text.
Cann Change Status on Requests marked as Onhold
Hi There, We have a number of requests that their status are currently set to Onhold, but they will not change. These were set before applying patch 5006 & 5007. New requests work ok, but these older ones we cannot change. I've tried editing the request, clicking the close option, and trying to close from the request list, but nothing happens. Any help would be gratefully received. Many thanks Tim
Purchase order approval selection/path
While playing with the purchase order portion of SD+, I found the approval person to not be a selectable name, and because of this, there was no really good way to have that person be notified that there is a purchase order to be approved. Can there be a name selection? And will it take a license to approve a purchase order? Can there be a dollar amount authority decision tree? In other words, can we have certain people be labeled for purchase orders over say $1000, other people for > $5,000, etc.
Cannot connect to SD+ externally
Hi I'm having big problems connecting externally to SD+. We are running a SUSE 9 Enterprise server and SD+ is started, and I can connect to it locally. I was even able to connect over the web for a long time, but since monday it's not work. I've tried to trace back anything that I have changed over the weekend but I can't see what I have done. We have a static IP and i've done all the usual checks. The firewall on SUSE is set to either disabled, or allow SD+ ports but still no luck We do have a stupidly
Feature Request: Linking Requests
I would like to see a feature where we could link or reference requests. We are often in the situation that our IT adds a request that then is dealt with internally. However, this may result in new requests where we have to inform customers / users. What I would like to see is that we could reference/link these new requests with the original problem. (Right now we use a custom field where we type in the request ID) By adding a link (only visible to Technicians) we would be able to easily locate the
Feature Request: Customizable Print / PDF
We still sometimes need to print, file and send reports to customers. It would be nice if we have a customizable print format with the following option. Format: HTML, PDF (should be able to handle double byte char such as Japanese) Options: Include Private Notes (Y/N) Include Public Notes (Y/N) Include Resolution (Y/N) Include History (Y/N) Include Time Spent (Y/N) It would be good if these options can be saved each users preferences.
localization....is it any close?
Hi: I've been expecting the localization of the SD+ for more than 6 months, and the ETA for this specific topic ends in 4 days. Is it almost finished? Will you delay the patch for another month? just asking thanks for taking the time to respond
Enhanced Security
Are there any plans to give security more flexibility? I have supervisors in my MIS Department that need to see all their employees calls and have full control over them, but not another supervisor's employees calls, or other supervisor calls. Are there plans to make a more heirarchial approach to the security? Thanks, Matt Litchfield
Search by request nr
It would be good if you in the system could search an request by request nr and also sort them by number. What we se know is that when a customer call us they refer to the request number something we ar unable to quickly find. When can this issue be solved? A extra column with issue number should sort this out. Regards
Fail to assign technican using free version 5.0.0
We downloaded the free version of servicedesk plus and installed. file size 32.5 MB indicating version 5.0.0 Imported our users from AD. When attempting to change a requestor to a Technician we receive licensing error. The user moves to Technician area but will not assign permissions to be a Technician. Are we able to add a Technician using the free version? To evaluate the product I would hope to get at least one technican to assign requests to. Thanks for your assistance. Kelly
vendor tables
i would like to import my vendor master information from my ERP package. what are the primary vendor tables within SDP? I can find the main ID table (vendordefinition), but can't find the table with the address fields.
Importing contacts into SupportCenter
I had been trying out ServiceDesk and liked many of its features. However I need to support clients with multiple contacts which SupportCenter appears to be designed to support. My problem is that I have about 1000 contacts to import and unlike ServiceDesk, SupportCenter does not have a field mapping in the CSV import to bring in the account number. This leaves me with the undesirable task of editing all 1000 contacts and setting their account information. Can we have the ability to import the account
Restore backup from 5003 to 5008
I have a backup from version 5003 and I need to restore it to a new install of version 5008 but it will not restore using the batch file in version 5008. Can someone help?
Purchasing
can we add Additional Request Field in the Purchase form ?
Resolution for $RequestLink non-link issue?
I reported a week or so ago about $RequestLink not showing up as a real link in notifications going out to customers. It shows up as big blue text, but not as a real link. I didn't recall seeing a response to this. Was this something that was going to be fixed?
Problem after upgrade from 5003 to 5008
Hallo, after upgrade from 5003 to the newest sp 5008 we had the following problems: - requests in Onhold or Closed status can�t change to Open status or from Onhold to the Closed status - ���� are not represented partly greetings Marco
Business Rules
I have created a very simple business rule that states that any call that comes in with category of "Server" should have priority changed to "1.High" and assigned to queue "Hardware Support" This does not seem to be working? No change in priority and no reallocation to a queue? Thanks for any help out there
Fetching asset Details from the Inventory Scan
Hi there, I've observed that a workstation is not treated as an asset by itself. When running a query to check the assets present in the organization, it gives me all the assets that i have entered manually or from Purchase orders. However, It would be nice to have an option available so that from the inventory itself i can add/update my workstations also as an Asset. I hope my point is clear. Regards, Roshan
Problem editing technicians info.
Hey :) I'm having problems editing technicians, when I try, I only get 3 fields to edit: Name, Employee ID and E-mail. Phone is also listed, but there is no field to edit. I should have admin rights, and I recall being able to edit all of the tech's info. We just upgraded to SP8, but the problem was also present before the upgrade. If you have any idea where the problem might be, I would love to hear from you. :) Thanks in advance. Rasmus Jensen.
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