Multiple Network settings
Hello everyone! I'm sure this is a simple question but I've looked everywhere and can't find the answer. Maybe I'm not explaining correctly but here goes. When you scan a computer that has two or more network cards in it, Service Desk Plus picks up both cards. When you go to edit the workstation though, you can't edit the second card, it shows up as gray. Say I want to make a manual change on the information listed. How can this be done? Here's an attachment below. Thanks. Eric
SD+ do not autostart after reboot computer
SD+ do not autostart automatically after reboot windows 2003. Manually, by using "Start->Programs->SDP_Folder->ServiceDesk Server", SD+ starting without problems. OS - Windows Server 2003 with SP1 SD+ installed in d:\servicedeskplus\servicedesk\ directory SD+ version 5.0.0.3 (can't upgrade, waiting for internationalization version ) if i am try start server by "services->ManageEngine ServiceDesk 4>Start" - SD+ do not start. By using any other scripts in bin directory (run.bat, sd_service -t, sd_service
Feature Request: Add Reports View to Roles
Currently only Administrators have access to the Reports. However I would like this be configurable as part of a Role. - Admin only should be allowed to Create Reports. - Technician should be able to see reports either ALL, Assigned to Queue or Own or only Own (same as defined in roles).
URGENT Feature request - Importting Asset data
we urgently need to be able to import our lease details for our assets. Currently the CSV asset import does NOT allow the import of the lease start and lease end date. this is an urgent request as we need to be able to import this data from our lease spreadsheet asap. regards - glen
Multi Customers
It's possible to customize the SDP to handle tickets for more than one company? We are a consulting firm and we intend to use the SDP as our ticket control sw. It's possible? How to? Tks. Leo
Handling different domains
Is there a way of assigning all the requests from users in one domain to a special technician and requests from users in a different domain to other technicians? Regards Stefan
Adding a new product
The action of adding a new product can only be done by an admin. I created a role call assets for handling purchasing , assets, and contracts. But the thing I found out that the role can't add a new product. The product had to be pre-entered, to complete the entry of the purchase request. I hope that you can solve this problem!
Importing of Mac workstation data
I am currently testing ServiceDesk Plus for use in an environment consisting of Windows and Mac workstations. Since the domain/network scan capabilities currently only support Windows and Linux systems, is there a way to import the Mac workstation information? I have imported the workstations as assets using the output from a Remote Desktop system overview report, but there doesn't appear to be a similar import function for workstations. Is there a method or workaround for achieving this? Thanks
Further warnings for Contract expirations?
I will soon be going into configuring the contracts, etc. I noticed that the contract expirations are set for some time in the past, or for 7 or 30 days in the future. We have sizeable contracts involving phones or other services that require a lengthy review and/or migration period. Can you put customizeable warning periods for each contract and allow for lengthier contract filtering periods? We're talking 9+ months for some of of our contracts. 30 days just doesn't cut it for us. Justin
Feature Request: Return Email Address
I would like to be able to define a return email address for requests that are sent out. In the mail preferences we should be able to set a default return email address. In the Mail Forward / Reply we should be able to set a return email address. (if not set, then the default should be taken)
Feature request: Reload of Home MyView/Global View
I would like to see a reload timer similar to that of the request list for the Home MyView/GlobalView pages. I believe that should be part of the users profile. In general it would make sense to create a MyProfile Tab that includes all these settings, including password change etc.
Feature request
I would like to see more sorting options in the requests view and in the solutions view. There are no sorting options in the solutions view. I would like to be able to sort by one column and then another (ie. sort by requestor name and then by assigned to).
Feature Request
I have noticed in one of the latest Builds that when a requestor's name is entered in the New Request screen, Service Desk resolves the name in a floating box below. If you click on the name it does not populate all the fields (telephone etc...) Could it be included to let these fields be populated when the name is click on. Hope it makes sense. Thanks Peter
Default Domain
Is there any way to set a default domain so the users will not have to select which domain to login to?
Features to consider
1. Are there any plans to include Spell Check in �Description area of �New Request� 2. We would like to monitor usage of the product determining who / when technicians login to the SD+. 3. We would love to have the ability to create a report that shows �Created by� information with the name of the Help Desk Analyst. (This would allow us to track how many calls our analysts are receiving.) 4. Are there any plans to add a history table to include auditing information for any changes made within the
Feature Request
Is it possible to include the Resolution-Field in the Search-Funktion also if they are not published in the Solutions-DB ? If the Technican write's something about an asset or other equipment-parts i want this informations searchable but not published in the Solutions-DB. This would be very helpful for us. thanks Florian
Localization in different languages Considerations
Is it possible you publish the specifications of the Resource Files used to localize ServiceDesk into different languages. I believe we should make this public and allow users to contribute i.e. provide a translation which then can be imported into Service Desk. Here are a few things I would see necessary. 1: Give Technichian and Requester an option in My Detail to select a Language (locale) i.e. en, de, ja etc. 2: name the property files using the locale in its name. e.g. ApplicationResources_en.properties
Why Requester cannot Delete or Close its one Request?
thank you!
Where do you define a default SLA?
The documentation states that a Priority is NOT the same as a Service Level Agreement (SLA). The default Priorities can be set in the request form. But where is the default SLA level set? I'm looking on the SLA configuration page, but not seeing where it's by default set to 4 hours. I have four SLA's, High, Medium, Normal, Low and they are organized in that order. There are no rules as of yet applied to any of these rules. The priority is user selectable, and technician changeable. But that's a priority,
Notify user when notes are added
Is it currently possible to have the requester receive a e-mail when notes are added to a request. I do see that I can check the box for show this notes to requester also. This seems to only allow them to see it only when logged into the website to view status. Is this possible or will it be available soon as my users don't log into the website to check status. I would like to just check the box and a email go out to the with the notes. Thanks
Groups of technicians
I currently have 5 technicians in my SD+. 1 director, 2 engineers, 2 help desk. Is there a way to group the 2 help desk people together so that when a ticket comes in to a specific topic it gets routed to the group and comes up on both help desk user's "My Open Tickets" screen? This would be greatly beneficial if one help desk person is busy, or if they are off for the day. Thank you.
Create New Request against an Asset
In the future (or sooner) will it be possible to create a request against an Asset? In our company we have quite a few assests that we need to replace consumables in. It would be nice if we could create a request against a printer for example. We can then keep track of how many times we've had to change something in that printer. This would also be the case with things like Projectors (and their bulbs and filters). Will this be possible?
Windows Server and MYSQL
We have evaluated this product and have decided to go ahead and move forward with it and will be purchasing it today. My question to you is can this be installed using MYSQL on a Windows 2003 server as opposed to using Microsoft SQL. I see that the Linux version runs MYSQL so the db type must be compatible... but is it on a windows machine.. Also, if not, is it possible to run the front end to run on 1 server and have the MS SQL running on a seperate server. Basically what I want is to have a SQL
Solutons Database
Is there any way to import the call categorys in the solutions database? I want to mirror the headings, but cannot be bothered to type them all out!
Initializing Service Desk / Database Maintenance
Whe have used a test installation for a few weeks and are about to enable it with a license key. A) Is there a way to delete all requests, solutions, attachements etc. without deleting the configuration information. We would like to set the request counter to 0. B) Is there a way to remove old data, lets say requests that are older than 2 years? I can imagine that after a while we want to clean up.
Disabling Update of MyDetails for Requester
Is there a way to disable or prevent requesters from updating their own information? We have implemented a few business rules, escalations that use Email, Name etc. and dont want users to change that. I think there should be an option for each user when you setup the requesters.
Custom Reporting
I would like to see the closed date as showing up as a filter on the custom reports. Is there a way to do this....
Closing calls
Hi I am currently testing service desk and have a couple of questions. when logging, and closing calls do we have the ability for mandatory fields? Also I am running the unlimited time demo that only allows you to have one Admin technician login. Within this login you can delete and close tasks without inputting any details..??? can you do this in all technician logins or is this only if you grant them Administrator rights...??? Thanks
"Requests by Technican"-Dashboard has wrong select
I have a Problem while using the "Requests by Technican"-Dashboard on the Home-Screen. Please see attachment for some screenshots.
ServiceDesk suported languages
Is there posibility to translate requester pages to other language by own? (If there is some aplication dictionary where we only add equivalent words in our language) FK
Servicedesk inventory scanning across multiple domains
Hi, Currently the only way that I can get servicedesk to scan machines across multiple domains is to propagate the hosts file with the hostnames of all machines that require scanning. i.e. servicedesk server on domain A and machines to be scanned on domain B without propagating the hosts file, this fails as the fully qualified domain name isn't being returned. Propagating the hosts file is, I suppose, a "quick fix" but isn't a viable solution within a DHCP scoped environment. Could you please tell
Change network card (IP Address) after installed Helpdesk+
Dear Sir or Madam: After installed Heldesk Plus / OpManager, we need to change IP address (we have 2 Network card for 2 different networks), could you pls tell us how to do that, instead of removing and re-install software with disable one network card before installing? (for example: current network card that application get is 192.168.0.1, and we want to change IP to 192.168.1.1, port 8080 or 9090) Thanks, - The i3systems.net team
Installation SuSE 9.2
Starting SD+ with "sh run.sh" gives me this out put: ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /root/AdventNet/ME/ServiceDesk JAVA: /root/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
i want to add notes field to show when i generate a report
i want to AddNotes option to show when i generate a Custom Report. i need to have a addnotes column,added on Columns to Display report example: Title Technician Notes
Assign to Queue if Technician on holiday
I would like to see a Technician holiday calendar implemented with the option that if a Request is assigned to a technician on holiday the request is pushed back into a queue.
Request Filter Defaults to 'My Open Requests'
I asked about this feature months ago. We are still using build 5003. Has it been added since then?
Created date always gets dic 31, 1969 18:00
Do somebone can help on this? When Edit a Request and change the created date to a different one, the field gets always the value dic 31, 1969 18:00 no matter what you set on calendar. Thanks!
Request of Item to be Incorporated into ServiceDesk
One the features that we would like to see incorporated into ServiceDesk is when sending an e-mail to the requester, after the call has been assigned to a technician, that it use the technicians e-mail address instead of the helpdesk e-mail. Thank you for your consideration.
Hide Support Section (Module) from Techicians
Is it possible to add the Support Section to the Role definition so that we can give explicit access to that to users. We only want a few selected people accessing that section.
Solutions: hide topic from requestor
We would like the feature to hide categories/topics from requestors, even technicians that are unrelated to the queue. For example, an oracle admin and end user support staff would not need the same access. Some information may be confidental and should only be accessible by those who need it.
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