Auto refresh
Is the an auto refresh of the pages, and time out in SD+ :?:
Problem with MySQL error in event logs
I'm still troubleshooting why we suddenly can't pull mail in, and checked the event logs. I found the following entry several times. I enter it not only because it could be a legitimate error, but because the quoting of the message has a single quote to open a phrase, and a double quote to close a phrase. In programming, such mistakes often lead to problems as code gets absorbed as a quote, when the quoted material should have been contained to a single line or paragraph. (Or in super-admin parlance,
Enhancement request
Would like to be able to export reports to excel format as well as PDF.
'The file that you have specified is not compatible with..'
I do download latest host-fix to our current build number 5001, SDP version 5.0, and follow the instructions from http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002661239amp;sid=72814afa509baddf6c91510bc4e12d4d But when I try to install the host-fix, I received the error: 'The file that you have specified is not compatible with this product'. What should I do? Regards, The i3systems.net Team
Notes
Greeting Is it possible to disable for all technicians possibility to delete notes added by others in request form? (and leave this option only for admin) Regards Bart
SDP performing physical audit of inventory
Hi, We are looking at service desk plus for deployment of SD+ in a school environment. We are really excited about many of the features of SD+ but have some questions about the Inventory management of the package. We want to make a comprehensive audit of all our IT and AV related equipment and enter the information onto an asset tracking DB. We intend to attach bar-coded labels to each asset to speed up auditing of assets. We hope that SD+ may fit the bill. Wherever possible we would like to use
Global View Requests by Technician using incorrect values?
I've just noticed that according to the Global View Requests by Technician, one of my technicians is supposed to have 5 Overdue tasks, but when I click to view them, it only shows 3 of them. I am unable to locate the other 2. This only seems to be the case for that one technician Any ideas why?
Asset Sorting Logic?
What in the world is the logic behind sorting the Asset list Descending by name as opposed to Ascending by name? This doesn't make sense to me. It should be sorted Ascending by name by default and there should be the option to sort by columns in this list and any other list in SD +. We are not able to sort several lists such as Assets, Solutions, Contracts, Purchase Orders, etc. Any list with SD + should have the ability to sort by any column. It's silly to have this in some lists and not all.
Duplicate Assets
Hi all, We have a problem where we are regularly getting duplication of assets from our weekly scans of the domain ... often we fine 8 or 9 copies of computers in the SD database ... obviously this causes lots of issues with asset and software reporting. I have looked around to see if anyone else is having this issue ... but haven't spotted it. This problem has been occurring ever since we started using SD (July 05), and (now that the customized report functionality is improved) I was wanting to
Is SD Scalable?
We are a Nationalized bank with as much as 500 employees. We have planned to purchase this software for about 20-25 technicians. My evaluation with 20-25 users was satisfactory. I dont know if this would scale to 500 users. Before purchase, i want to know if there is anyone using this for such a large customer base. If so, are there any hiccups if more than 100 users try to login at the same time. Do you find the performance to degrade as the software runs for days? Please help me soon. We are to
Automatic Merge via E-mail
Is it possible to update a task via E-mail? For example, can I place the request ID in the subject and it automaticially add it to the conversation of the Request instead of creating a new one? Thanks!
EMail Formatting
Hi Support-Team, is there any way to change/edit the HTML-Sources of the automated Mails to the Requester or are there any plans for future Releases to make this a Function? thanks Florian P.S. You are doing a great Job - SD helps us a lot in Managing our Helpdesk.
BIG problem!!
When im trying to manage topics and create new i realise a big problem. You can't ad more than one topic with the same name even if you use different category, for example we have: application 1, 2 and 3, and would like to ad them all as topics in the solutions bank, all these category need the sub topic manual. And the system fail because "Topic with same name already exists. Please provide different value for Topic Name." Fix?
Asset entry to a Technician
Hi, I noticed that Asset entry options are different for a Technician and for an SDAdmin. The SDAdmin is got the rights to add a new product but a Technician who has been given full control over Inventory in the roles still cant do it. I strongly feel that a Tech cannot be given the role of an SDAdmin. Please look into this issue on Priority. Regards, Roshan
New SDP Featureset/Release Date Inquiry
I noticed in the post about the new features going into the next release that support for MS-SQL servers is going to be there. Here is my question: What tools or methodolgy are you going to provide in order to allow us to safely transfer our DB from MySQL to MS-SQL? Thats a manual export/import job I don't even want to think about. Also, I know it is slated for release in Q2, but is there anyway to be a little more specific? (two weeks? a month?)
feature request
Is the option to close a request from within the add resolution screen going to be included in the next release? I remember asking this before a long time ago, and was told it would be, but would just like further confirmation. Also, when the MSSQL feature is introduced, how will people on MYSQL convert across? I here from some colleagues that this can be messy! cheers Pete
Feature Request - Importing more AD-Data
We are using many AD-Fields i.E. for Phone-Numbers, Office-Locations and Organisation. Can you please add the Feature to import the following Fields from the AD in one of your next Releases ?: - Manager Name - Office Location - Mobile Phone Number thanks Florian
Hide left column
Hi, is there today any possibility to completely hide the left column (search, recent items). It would make the overview much better, now you must scroll to see the whole request line Or if there isn't a possbility to day, could it be in next version?
Purchase Order System adding items
One of our users defined as an Engineer in the system is trying to enter Purchase Orders. When he gets to the part where he needs to add a new product, there is no link available on the screen. I can do this as an administrator but I need for him to do it without being defined as an administrator. He is defined in a group that has full permissions on the Inventory and Purchases. Your documentation doesn't say the person needs to be an administrator for this function. What is wrong? Thanx, Daytona
Notification in desktop
As admin can we setup a notification in desktop if there is a new request incoming so that although admin do not opening web helpdesk....?? thank's
Licensing & improved break down within this area
Hi, Great product, we originally bought this as an asset and licensing tool which has helped us greatly in being able to identify what we have around our network etc. However, will there be improvements made to this area of Service Desk? Ideally, licensing needs to have further break downs and reporting tools; - Some workstations belong to subscription licenses, therefore we would not need to add assets where licensed and would need to be seperate from the generic licensing report. Perhaps this could
Backup servicedesk
Standard backup batch "AdventNet\ME\ServiceDesk\bin\backUpData.bat" takes up to 20 hours to complete. (database is +/_ 1,2 gb) What am i doing wrong? -There is no error -Servicedesk is on windows 2003 server -service pack 5008 workaround is 'net stop servicedesk' and xcopy of the complete folder. (takes aprox. 3 minutes)
Feature Requests - Search Resolutions and Edit Notes
Currently we have no option to edit notes created. This is a very important feature and really needs to be added. We are not able to search resolutions without adding them to Solutions. I want to be able to search the resolutions associated with a request. This is very important as not all resolutions will be added to the solutions. We should be able to search any part of the request.
Business Rules: routing ticket by location of user
Our current routing system for our company goes like this: Ticket entered into SD+ -> Basic Triage by Service Desk Personnel -> Manual routing by Service Desk Tech to Proper Site Queue -> Site Tech Triage/Support and possible closure -> Possible Routing back to Tier 3 Server/Desktop support for enterprise issues. -> Incident Closure Our company routes calls for service based upon the location for preliminary triage. For example: Users in Los Angeles will submit tickets that should be routed to LA
Formatting Solutions
Is it possible to format the text when I create a Solution? I was to make bulleted lists, but I'm finding no option to do so.
Time taken for each ticket.
Hello, When ever I create a ticket the due date is always approx 24 hours or less. Is there a way to set it for 3 Days perhaps? Thanks
Feature Request: Option to not send emails
We often enter support calls into SD+ that are simple questions or requests that are resolved during the call. However, when the technician enters the request into SD+ and then enters the resolution it sends 2 email notifications to the client for a request that has already been completed and closed. If we had SD+ set to email them when a request is closed it would send 3 emails. There should be an option or checkbox on the request entry page to disable email notifications on a "per request" basis
Notification in desktop
As admin can we setup a notification in desktop if there is a new request incoming so that although admin do not opening web helpdesk....?? thank's
Automatic resolutions w/ attachments
I have my own pre-defined resolutions saved in the solutions database. However, when I search through and find the one that I am looking for, the resolution does not show up on the reply email automatically. I have to cut and paste it. Is there a way to have it automatically come up in the reply email? Also, is there a way to have an attached file, which has been attached to a resolution, automatically show up as well?
Holidays not region specific
We have holidays listed which affect the SLA time, but the holidays are not discriminating on when they should be applied by country. For instance, today is Portugal's Independence Day, and the folks there are on holiday. But the holiday setup doesn't allow for the application of Portugal related holidays to be applied only for them, and our US holidays likewise can't be uniquely applied to US sites only. Can we have a way to one or more sites to apply a holiday to? thanks, Justin
Resolutions
Could you please include a feature that allows technicians to enter the time spent when entering their resolutions. And allows can you please confirm that technicians will be able to close requests from within the enter resolution screen. thanks Peter
problem importing from other database
Hi, We are trying to importdata from our current crm system (MS-SQL) into sd+ but are now having problems. I managed to import requesters and departments and everything is looking good in the webinterface. However when i try to create a new requester or technicain sd+ tells me that the username already exists when it don't. I imported key values and information into: aaausercontactinfo, aaacontactinfo, aaauser, sduser and userdepartment. Have i missed something? My gues is that sd+ tries to create
Minor display bug in notification edits
Here's a small bug (double help card shown) associated with going into the notification edits window:
contract notifications
One of our technicians left the company. I removed him from the "Users - Technicians" list but he was still listed as a user to be notified upon contract expiration. Does that sound like a bug? Dave
FAILURE :Category is being used by a module. Hence cannot...
Hi, When I want to delete a category, I get following error : FAILURE :Category is being used by a module. Hence cannot delete it. How to find which module is using this category ? Greetz, Woef.
Auto Reply emails re-opening tickets
When we closed a particular ticket yesterday, we received an auto-reply stating that the person was out of the office. Because it came back to the same address that we use for our email generated tickets, a new ticket was opened. if we close that, it does it again causing a never ending loop unless their auto reply is turned off. Is there a way around this? should our 'reply to' address be different than our work order email address? Not sure how to handle this one. Scott
Feature Request: Adding Attachments
I would like to see the following feature implented: Currently we cant add attachments to Notes. The only place is in the Request body. However, during discussions we may want / need to attach additional information to the request which may or may not be displayed to Requesters.
Change Requester
Hi Support-Team, is it possible to change the Requester? I have tried it but it seems not working. thanks Florian
Inventory
After looking for a new package I have found SD+ and seem to like it, however the inventory function does not seem to work. I have followed all of the information that I can find in the forrums, none of which has worked. If I can not resolve this I will no longer be looking at this software. This should already have been fixed with a resolution that is a sticky or just plain fixed in the software. I can not believe that people are willing to search through these forums add post questions like this
Would it corrupt the DB if attachment dirs are deleted?
In the recent discussions about the time it takes to do a backup, there was a mention about the size of attachments, etc. Would it cause a corruption or loss of referential integrity if we were to delete the older attachments from the directories? We get lots of screen captures, sent in .bmp format, and each takes > 1MB. Can we delete C:\AdventNet\ME\ServiceDesk\fileAttachments\Request\[MMMYYYY]\[Request_Number] and have the database still work fine? It all depends on whether there is an interactive
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