Improvement Request - disabling notifications for select tix
We have auto-generated notices that come in as a result of UPS warnings or failures, the status of backups, network dropouts, etc. Each email coming in creates a ticket. We want to implement notifications for those real tickets created by users emailing in requests or via phone or web, but NOT for replies to auto-generated notices. While I can set up business rules, they can't be used to exclude a particular automated ticket from generating these notifications. I also don't want to have possible
Color scheme for users makes announcements hard to read
I've put in an announcement, and admins can see it very easily. But users cannot see it easily. Can you fix the color scheme (background color) on announcements for users? Justin
Successful scan after failed scan fails to clear status
This info pertains to what you see as an admin in the following area: Inventory->Workstations->Show All-><desired workstation> I had problems with a Client scan on an XP SP2 machine, with the error showing: Under the General Info portion, I see "Connection to RPC server in the workstation failed." After opening port 7 in the firewall and running a scan, I see just under it: Last scanned : Mon Apr 03 14:10:47 PDT 2006, Scan Status : SUCCESS. [Scan Now] But the General info portion still shows a failure
Problems w/scanning XP SP2 again
I know I have previously done an extensive scan & sniff session for scanning an XP SP2 system with SD+ I documented the firewall logs, analyzed network traffic with and without the firewall up and with exceptions made for firewall rules. I put all that documentation up here in the forums, and watched as several other people complained that despite my hints or the hints of the SD+ support people or tricks from others, that there seemed to be continued problems with scanning SP2 systems. Now, I don't
Issue with Notes addition to job
hey we have a little issue we need to be able to update every one when anything in a job is updated we have got our techs to use the notes feature and have made our users do the same when a user / requester adds a note he can click on email inform tech of note addition (see screen shot for what check box i am talking about) however when the tech adds a note the requester will not get a email saying that a note has been added is there a way so when a tech adds a note the requester is notified and
Categorizing the user forum?
Hi, we're new SD users and SD forum users as well. I was wondering if there are plans to break the forums to specific categories instead of having a free for all user post for SD? The search button is nice but sometimes you get too much results that you dont want to or have time to sort through especially when you have to manage other things as well within your company besides making SD work accordingly! Here are some suggestions to break down SD forum section; Announcements SD Future Suggestions
Forward dialogue box error
Hi There We have just upgraded to 5006 from 5004 mainly for the ability to edit html requests. When looking through the system, I've noticed that when you have a request with a few attachments, then choose the forward option, the dialogue page that is displayed shows the text edit box on the far right of the page. See attached screenshot. Also, in the readme of 5006, you state "# All the notification dialogs now have a directory look up tab for the TO and CC fields." I don't see this option on the
Technicians to select for ticket assignment exceed licenses
When assigning a ticket to a technician, I am given a list of technicians that includes names that do NOT have licenses. These names were put in, under the assumption that we might have a floating license capability (15 people as techs), but when I went to assign them roles, I was stopped at 10, as per our license agreement. However, those extra 5 still show up in the list of technicians to assign a ticket to. Justin Masters
Hotfix for migrating to build 5006 is available
Dear Users, We have released a Hotfix to migrate ServiceDesk Plus to build 5006. 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
BUG: User doesn't REALLY log in with domain credentials
I had a new account created in our domain, and waited for 10-15 minutes to make sure it was propogated out. I was unable to log in to ServiceDesk Plus using the username, password and specifying the domain. It appears there is no contact with the domain to see if it's a legitimate username. I went in as an admin, and created by hand a requester with the name/password I had created. I attempted to log in again as the user, and was able to get in, even though I specified the domain credentials. Then,
Template Change
When I originally set up our site, I used the default which was port 8080. I went back and changed our port which is working properly, however, the $RequestLink field in the email templates is still passing the port 8080 info even on newly created tickets. How can I cange the $RequestLink info? Thanks Scott
How to solve outbound mail error problem?
I tried sending out notifications on different events, as per the capabilities selectable within SD+. (inbound works great, and is creating tickets on the fly, but outbound isn't working) No mail apparently gets through, and the logs show: Exception while trying to send notification for the request. I've tried various mail servers, and with/without authentication, but the mail just isn't getting out. SD+ is on a new 2003 Server box. Documentation seems to be sparse on this area. Justin
Replying to posted tickets
When tickets get posted, and our technicians are using the reply to feature, the users are getting the info as they should be. When the user then hits 'Reply' and sends their reply, it is being posted as an additional ticket instead of being added as an additional email in the same ticket. In the 'help' information on the setup screen, it suggested using the same address as for your incoming mail. Is there something that someone can think of that I've done wrong? Or is this a glitch?
Upgrade from 5.005 to 5.007 failed
I got the following ending to an upgrade from 5.005 to 5.007 INFO: Command to be executed C:\AdventNet\ME\ServiceDesk\bin\\..\mysql\bin\mysql admin -u root --port=33366 -h localhost version Apr 11, 2006 3:01:18 PM com.adventnet.db.adapter.mysql.MySqlDBInitializer execut eCommand INFO: Command to be executed C:\AdventNet\ME\ServiceDesk\bin\\..\mysql\bin\mysql admin -u root --port=33366 -h localhost version before checkApplicableBuild ...................... inside checkApplicableBuild ......................
BUG: Combo boxes in requester forms still broken
As an admin, I put an additional requester field into the form, with it being a combo (selection) box. It still shows up in the user requester window as a single line, with the 1st item shown. Can this get fixed? thanks, Justin
Survey results
Is there an easy way to view all survey results or do you have to click on each closed request to see who has completed the request We have over 300 people using the helpdesk nd it seems very time consuming if there is no way to know who has completed the survey. Would be better if functionality could be included to view the current survey results all at once and even the previous survey results of everyone, you could even put a start and end date on the survey.
migrate from build 5000 to latest
we have build 5000 and I see no upgrade path (only from 5001) - what do we do?
Notification dialogs and directory look up tab
I have looked at the reply to requester notification which we use quite a lot to keep history. I might be reading this wrong but in the Features for SP6 it says that notification doalogs now have a directory lookup tab for the to and CC fields The only lookup I can find is a drop down window if you enter the first letter of a name, I cannot find a directory lookup tab, which I thought would be a button and then you could select from a alphabetically list??
Customising User's Homepage
Hi, Is there a way to hide "My Details" and "Change Password" from the user's login? Also, can SDP be customised to use UK English? Thanks, MJ
peanutp
Was there supposed to be a feature in 5005 to allow the use of mandatory boxes? I would like to make fields etc.. mandatory when technicians log calls. cheers Pete
There are features to managing tickets from several customer
I would like to aks for information about using service desk plus to manage incoming calls (tickets) from several customers and grouping those calls into diferent organizations. E.g.: Customer A open a ticket for company X and Customer B open a ticket for company Y and Customer C open a ticket for company W. Is that possible? And about the reports to control the number of tickets per Company?
HotFix to Migrate to 5004
Believe that you all would have been waiting for long for a release update from us. The much awaited time has come. We have released an HotFix to migrate to build 5004. You can download the hotfix from the url http://www.servicedeskplus.com/service-packs.html Instructions to apply the hotfix: 1. Stop ManageEngine ServiceDesk Plus service. 2. Take a backup of existing data using [ServiceDesk-Home]\bin\backupdata.bat (backupdata.sh for Linux installation of SD+ ) 3. Invoke UpdateManager.bat (UpdateManager.sh
2 simple feature requests
#1) When you do a "reply" make the cursor start in the message field instead of having to click in it. #2) when done clicking "send" on a reply or forward have SD close the window and take you back to SD. There is no reason for the "your message has been sent" window that we have to manually close ..
Requester name scrubbing?
We've seeded our SD+ requester info from AD. We've allowed email to be used as a means to initiate a ticket. But we're seeing the name in the header being used as the requester name, which results in our having all kinds of requester names. Short of removing all requester names (is that even possible, since they'll be tied to old tickets?) and reseeding from AD, how does one manipulate the name coming from email? Is it possible to do one of the following? 1) Set up a business rule that says "If the
Creation of pick-list requester fields not seen by requester
I created a pick-list (combo-box) for requesters to fill in called "Locations". But they're not seeing the list of selections I put in to pick from. Justin
"Demotion" of tech isn't reflected on list of tech
In doing testing, I "promoted" a user to a technician via the addition of an admin role (since I had this account's password), and later tried to demote that account back to user status. however, the user still shows up in the list of technicians, even when they no longer have "admin" role assigned to them.
Looking for away to track tech mileage
Looking for away to track techs mileage associated to customers or requesters tried using the Technician - Additional Fields numeric but can find away for the techs to fill in like in the Requester - Additional Fields which adds it to the requesters sheet. Does anyone have a thought about this.
Inconsistent use of stylesheets and hardcoded colours
Hi, We have been working on changing the layout some on SD+ to fit better with our companies graphical profile, since this is a hard centrally controlled policy. This have proved to be a rather easy task, since most of the output is controlled by stylesheets and some images in SD+. However, in particular one place we have run into some problems. If a user logs into SD+, the background for the left column is set with the stylesheet called .leftNavBG for most tabs. But this is not the case for the
Font size is too small
SDP's font size is too small for Chinese Version. In Chinse version,When font size less than 12.It will be illegible,not clear. Customer complain this problem.
BUG: Last technician name held when adding new technician
I was reassigning technicians around, dropping a few, and adding a few. I found when I went to add a new technician, that it filled in a lot of fields with information from the last technician I was working with. I can get out of the technician category altogether, and come back in, and then add a new technician, and nothing gets filled in. However, I don't have a user selection icon (or auto-search capability) like you've added to the Requester field for technicians to fill out. Can that be added?
Time-out feature for license use? Dedicated licenses?
We purchased a 10 license set. We have a need for certain people to always get a license if they try to log in. The current problem is that people can "hold on" to licenses when they log into the ticketing system and not specifically log out. Can there be a time out feature, as well as a priority system? Justin
Setup mail settings for exchange
How do I setup the mail settings for an exchange server?
Dynamic templates for ticket submissions?
I put this in as a reply to someone else's ticket - sorry about that. I'm initiating this as a new request. Reply with quote We have a need for having certain questions asked when getting requests in for various types of tickets. Ideally, I'd like to see that when you select the category for the ticket, the problem description area is populated with a template containing various questions that should be answered for that ticket. Not wanting a form, but having the questions there to be answered by
consolidate mysql server(s)
is it possible to have 1 master mysql server for all the different componets of adventnet products? Opmanager, SD+, Scan, Oputils, Zoho VO, and ScanFI? thank you
Assets
We are a large school and use the P.O system that is available on the AdventNet service desk. I have noticed that when i add a product to a P.O that product is automatically entered in the All Assets database, As we order similar items each week (Printer Toner Cartridges) they are added to the All assets again, so several of the same items are listed with (P.O#1/2) next to the product name. I currently have a Excel List of every Cartridge we have in store, When we run low on a certain type i order
Closed requests get reopened when the user replies
Is anyone else experiencing this issue? We have the notification rule turned on to send an email when the request has been closed. The problem with this is that the user replies to the email just to say thanks and the request is reopened. So you close the request again and the user gets another email saying the request has been closed again. This is redundant as the user has already received an email saying the request has been closed and they become confused. Has anyone else dealt with this and
Restrict opening a request via email to requesters
Can you restrict opening a request via email to only requesters already populated? If someone that is not a requester emails it will add them. I want to block that and I add the verified requesters. Thanks, Phil
Notify Requester on Update & Other features
Noticed that SDP doesn't email an update notification on addition of notes to the ticket. If this is a feature that needs to be added, make sure you notify only on public notes and not on private notes. Also, would be nice to granularly notify for different types of updates. For instance, notify on update sends an email anytime the ticket is assigned to a user but we wouldn't want to notify in that case and probably not when a resolution is added either since they'll very shortly be getting a close
HTTPS login
I can't see that SSL access is available now. Am I wrong?
5005 release date?
Hi, Just wanted to know when the next hotfix for SD+ will be released I know 5004 was just recently released but i was told that 5005 will be released 1 to 2 weeks after 5004. Thank you.
Next Page