notify requester of technician(s) servicing their request
We would like to configure a rule to notify the requester of the current technician or technicians that are servicing their case. I have been able to setup a rule that works for individual technicians, but when a request is in a queue we would like to list all the technicians that service the queue. Is this possible?
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 Martin... :twisted:
Switch requester
I tried to switch the request to a different requester. it lets you change the name but when you save it goes back to the original requester. How can you fix this?
Layout changes in 5006
In the latest hotfix, 5006, the layout for the "My Tasks"-frame and the "Announcements"-frame changed to use plain text instead of the images used previously. I can understand the reasoning behind it, that the page will load a tad quicker with less images, however it's not quite as noticable that these two frames aren't part of the helpdesk/issue management, but rather extra information. The announcement-box now blends in with all the other boxes and will not draw the users attention any more. This
Update from 5001 to 5007/5008
When attempting to update build 5001 to 5007 with hotfix, and with ManageEngine shut down in services, I get the following message: "The file you have specified is not compatible with this product". When I restart the ManageEngine is says ServiceDesk version 4. Any ideas which way to go from here. Thanks for the help!
Form Labels
I would like to know if i can change the labels on any of the request forms from English to Arabic. so Arabic users can understand, and fill in the required files :?:
SD+ Data Migration
I have a customer for whom I will be installing SD+ However I already have their data in my installation - I would like to be able to export the data from my install and import it into their new install - is this possible? Will a back up and restore work? Let me know. TB
Reporting
Hello - Is it possible to have details of all the tables used for the Inventory please? Also include the relationships between them. I need to run some reports in crystal for the details held in the inventory. thanks Pete
Deleting Notes
Hi, I noticed that there is no confirmation for deleting notes. could you please check and add this to the next release.
Feature Request for Announcements
Hi, we often receive announcements from designated emails from our partners, branch or headoffice. It would be great if we could create a business rules that enter these announcements to the system. Basically I would like to see that we can setup a business rule the following way. Conditions: - if email contains, subject contains, body contains etc. - Set subject to Announcement Title OR Use special Key for Announcement titel in Body - Set Announcement content to Email Body - Allow to specify Announcement
Odd output in "edit ticket" screen
I clicked the "Edit Ticket" link and was shown a window very similar to a "Create Ticket" window. Clicking on the History Tab, I see the following screen capture output, which I think is probably a bit too much for inclusion into the history, and maybe an after-effect of a debugging mode. Justin
Email to Request
Can anyone tell me how to convert the emails sent to Help Desk into trouble tickets. I was able to successfully setup the incoming mail server settings and turn on fetching. But where do you pull in the emails to say make this one a ticket and not that one??? Thanks, New ServiceDesk Plus Administrator
Forms
Dear Sir, I would like to know can i make my own forms in SD. :D
Support Call 29013
Do you have any update on support call ref 29013 ? I need my system working again by this evening; Service Desk currently crashes whenever anyone tries to save/open/amend/create anything, the java.exe goes to 100% CPU and the response times are unworkable. I have been in contact via email with the support department, but have sent two emails asking for an update and have not received any reply! Perhaps someone could please reply ASAP. Regards, Peter
Reset of request additional date/time filed.
Hello support! Where is a problem when adding custom date/time request field. After request field is filled with new date and then viewed in request view it than resets to 1 Jan 1970. Date entry is lost. It is experienced in 5006 Hotfix of SD+ on Windows XP SP2. Regards, Andrew.
Error in Reporting-Module, Time spent Reports
I have an Error in the Time spent Reports as seen in attached Documents. This Function is very important to us because we want to use it for external Consultants to document their working-times. Can you please Check this issue? thanks Florian
All Components list not in Alpha Order
Am I missing something? In Inventory-View Assets-All assets the all components list is not in alphabetical order. Can it be fixed? I really do not feel like starting over. Version : 5.0.0 Build Number : 5007
Questions About Features
I am about to evaluate Service Desk and have a couple of questions those who have been using it may be able to help me with. Is there a mechanism to track all the calls/repairs by pc as well as by the user? Also, is there a Library feature? A way to track assets that are loaned out? Track who has it, when is it due back etc. Thanks in advance.
recycle bin
Are their any plans to create a recycle bin? Occassionally a tech will accidently delete an item. Currently when this happens we have no method for recover
user seeing an error for each ticket on request screen
I had a user demonstrate the ServiceDesk software, and he clicked on Requests and for each ticket that he had in the queue (5), an error popped up. It's minor, but a coding error and we have users that are about to start using it. He was using Internet explorer, and because he's a web developer, he has errors pop up, where most users might see something at the bottom of their screen. Attachment seen below. Justin
Import Non-Windows Devices as Workstations?
Hello, I am currently evaluating ServiceDesk Plus 5 (5004) and would like to be able to import my Sun, AIX and HP Unix servers into the workstation view of the application. I know I can import a CSV file for Assets, but I'd like to take advantage of the pre-defined fields in the Workstation view. I am relatively familiar w/ MySQL & SQL code & am willing to build an interface to make this work, but I need some help in understanding exactly how the application constructs the insert query. Any help
Work around for Importing Users when using AD authentication
I just wanted to pass along a work around that I thought of as I was talking with one of the ServiceDesk Plus support reps. When I first installed SDP and imported our users as requesters using the AD import feature I found out that if I wanted to add another 10 new employees to the SDP system later that I would have to import ALL users again rather than just being able to select those 10 new hires. Well, all you have to do is create a temporary OU in AD and put those new users in it and then do
windows domain scan issue
we have two office, on office location is hk. and the others is mainland PRC.and now, we have a problem with SD plus windows domain scan issue. 1.the hk office SD plus can scan the local pc (only hk's pc)but can't scan mainland pc. 2.installed a doem SD plus in mainload office, and now, can't scan hk office pc.all mainland pc can scaned. 3.two domain, the hk domain is abc.domain, the mainland domain is efg.domain. 4.client pc inclued xp+sp2(enable firewall) and windows 2000, I can't ping a hk office
Requests received by email DO NOT APPEAR
When requests are picked up by the system via email they are deleted and the details of the email are not added to the system so we end up losing the job request. Nothing is shown in the System Log Viewer. It was working fine when we ran 5004 but it has been experiencing this problem since upgraded to 5007. We are now on 5008 and fully licensed (although we have been licensed since 5004). Please does anyone have any suggestions?
Assets Pie Chart - What is Other?
We've now populated our assets database with 880 products but on the Inventory page it's only showing 7 categories, 6 of them are my categories and the 7th is "Other". I cannot find any reference to "Other" so I'm a little confused where this is coming from...
Quick Create
Is it possible to remove the quick create Ticket option from the requestor screen?
Funny / Weird Date Stuff In Crystal Reports
Hi, I'm running a report in Crystal Reports which pulls in the end date of a contract. I have located the field in question, maintenancecontract.todate and noted that the date is in epoch format. I have created a formula in Crystal like the following: Function (numberVar x) dateadd("s",x,date(1970,1,1)) However when I punch in a date like 1172390400000 I get a crazy output of 09/13/1965. I gather that the number field in Crystal has been exceeded and this is giving me the gibberish output. Any ideas
Salute to SD+ Support team !!!
HI Thanks for build 7 (!!), It fixed my biggest problem with fonts in e-mails fetched from lotus account. Now i can go on with my work for real. I also want to thank you for fact that in each update you are fixing some problems that i reported some time ago, so with small steps we are closer and closer to full internationalization and full functionality of your software in my company. Best Regards Bart
Hotfix to migrate to buils no. 5007
Dear Users, We have released a Hotfix to migrate ServiceDesk Plus to build 5007. 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. At the start of patch installation, option will pop up to take backup of data. If latest backup has not been taken, use the option to take backup of
Using images in notification e-mails
Has anyone worked out how to use images in e-mail notifications from ServiceDesk Plus? Cheers Stephen
RequestLink shows old web server port URL
We have just changed the web server port for ServiceDesk Plus (5007) using the <<Changewebserverport.bat>> batch in the BIN folder (changed from 8080 to 80) ... worked perfectly for the web interface. However, now when e-mail notifications are sent out about requests, they are still referring to the old web server port ... and thus the Requestlink's do not work. Is there somewhere else this needs to be updated ? Stephen
Which Develeopment Tools are used to build Service Desk Plus
Hi Guys Now i know that Service Desk Plus is built on Java technologies. But my question is what development tools in specific are used to develop this wonderful application. Thanks and Kind Regards
Add New Roles
In the User Role, there are 2 role name, SDGuest and SDAdmin where as SDAdmin we can do everything. Now i want to make a new Role for my Superior where he only can see all request accepted by technician. the name of role is SDManager where he can View and Add all feature. Now, as SDAdmin we can see Report Tab, but why in SDManager is not found Report Tab...? because as a Superior he have to can see the performance report from each technician. whether can be peeped out the report Tab...?? Thank's
BUG: Assignment of techs doesn't take the first time
I�m finding a problem that is quite unusual. I�ve set up a number of technicians, back when we were in 5.004. I believe I made them technicians by finding them in the requesters listing, and then making them a technician, applying a license to them, and then granting them roles (some at admin level). Today (I�m now on 5.007) I turned our help desk software over to some other techs, and when they logged in, they had REQUESTER level screens. No ability to look around, etc. (Remember, they�re set up
Removing SLA for workaround on default due date
The SLAs already setup in the sytem had default rules set which automatically creates a due date. To try to stop the creation of an automatic due date we removed the rules from the SLAs. That has made all new requests overdue. If we manuall change the due date, this is ok until someone edit's the request. The due date then is automatically calculated again and the request becomes overdue. We can't delete the SLA's entirely as the system returns the error "FAILURE : Could not delete the selected SLA('s).
More Feature requests / Changes
There are a couple of things that I'd like changed. Perhaps other people have requested them also. Please echo my comments if you agree. * Often the width of the combo boxes for certain areas are too small. This can be seen when creating a purchase order which can sometimes be difficult as I cannot distinguish different products in the drop down list. They are truncated. When creating a request, the categories with longer names are cut off - this is the case in the drop down list and the pop up window.
Technician Role
Can anyone tell me how to allow a technician to be able to pick up tickets but not assign them to other technicians. Also, is there a way to have a Mgr (technician) the ability to assign only specific technicians but not all?
Suggestion for capability - Manager view
The current licensing setup turns out to be a waste for us, as we have 10 licenses, with 5 help desk people (1st line) and 5 2nd tier people. But the managers would like to be able to view the queues, generate reports, etc. Assigning the licenses to the managers to be able to have the capability to generate reports, look at queue wait times, etc. wastes a license for each manager that wants to do this. Can I suggest a "Read Only" or Manager capability that allows for some areas to be seen/printed,
Non numeric "Telephone Extension" gives error
When entering a new request in ServiceDesk Plus any non-numeric number in the "telephone extension" field gives a popup error of: "Please input a valid number for the field under Additional Request Details." Users are confused because it does not point the "telephone extension" field and our number and extension are the same so many times they enter 503-123-2345 by force of habit. Is there anyway to fix it or get it to give a better error? Thanks, --Todd
Were comments made for queue/tech assignments at same time?
I noticed that assigning a ticket to a tech doesn't assign it to a particular queue and vice-versa. Was there some discussion about this, as a future enchancement or as a solution to be done now? I wanted to know what to tell the other techs as far as when/how this would be implemented. Justin Masters
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