Contact Phone, Voice Mail
When you add a new request you can type in a person's name for the ticket. However the phone number is not editable. Is there a way to make this editable? Also I want to track when people leave voice mails, when we retrieve it (Same as ticket create time), when we get to call them back and also when the call is done (ticket closed in most cases.) Anyone have any ideas on how to do these?
Importing data from Epicor Clientele
I am also interested in importing cases and solutions from Epicor Clientele. I can pull the data from their database into excel or csv format but do not know how I should import in to servicedesk v5002. Can you help?
SMS via command line interface
Hello, I am currently evaluating ServiceDeskplus & I've noticed that the SMS mechanism only caters for sms notification via email eg. you send an email to an sms provider & they send the text as an sms & not via a command line (like the sms configuration in OpManager). Is it possible to have the same configuration in ServiceDeskPlus as is in OpManager ? eg. command to execute to generate the SMS ? TIA Paul
Change mandatory fields
Hi, I would like to be able to configure the 'Category' field as required, but cannot figure out how to do this. Can someone advise, or could this please be added to the feature request list. Thanks, David_222
assigning technician through e-mail
Hey, I was wondering if it is posible to assign a technician, if the request is recieved via e-mail? Also can other attributes like priority etc. be set via mail? Regards Rasmus V. Jensen
New to this!!
I am new to this program....and I have some questions....what would you recommend I can't seem to find the answers in the PDF instructions
SSL Mail support
I've read that you plan to add SSL support in a future release for HTTPS. Will you also be adding support/option for SSL email? The mail servers on our network require SSL. Without SSL we can't use the mail features of SD+. Thanks, Brent
Upgrade to 5001 error.
I installed the SP to upgrade SD from v4 to v5. This all went fine although when I applied the upgrade from 5000 to 5001 then Service Desk failed to work. I have tried removing SD and reinstalling v4 and restoring a backup but unfortunately this did not work. I have a backup from v4 which I wish to restore but preferably to 5001. Can someone convert a v4 backup file to a file I can restore with the latest build of SD? I have sent a couple of emails to support at servicedeskplus dot com but noone
ticket & customer info in SD+ databse
For some integration purpose,we need to know where Ticket information like ticket status(open,close,...) ,ticket ID are stored in the SD+ database.Also we need to know about customer information table,what is the name of this table in SD+ database?
If keyword of solution function support chinese
I set up a free edition of servicedesk. When I submit a solution, I input chinese charactor in keyword field. Chinese could be show correctly, but I can not search this solution by chinese. I found your website demo can do this. Pls tell me why. How to resolve? Thanks.
Cannot upgrade to 5002
I have downloaded the patch from 5001 to 5002 but when I try to install it it says "This update is not compatible with this product" even though I have version 5001 installed. Any ideas?
Report for Hours Spent
I there a report for hours spent? I want to be able to generate a monthly report that shows each request with the logged hours spent by technicians. I did not see this as an option. I tried building a custom report, however, all the fields were not there that I needed.
Scanning Assets - Network Scan
Hi, We run a large 2003 Active Directory LAN with mixed clients, mostly XP PC/Laptops and IP Network printers. I have installed the 30 day demo of Service Desk Plus and love the interface and features but can't get the Network scan to scan all our PC's. The domain scan worked but didn't find printers and all our PC's so it is important to get the network scan to complete our inventory. I see that other users have requested a client scanning agent be developed and i also agree this is needed as it
never can startup
Dear Sir, I went to the live demo, it is very good product, but after i install in my Windows XP, sp2, i still can not access it, please help! Thank You!
When can we expect a release or beta
Hello, I am a user of ServiceDesk. We are currently using this program for tracking Helpdesk items (it does a great job) and also programming items (it does a poor job). This is due to the extended time periods that we deal with and the constantly changing priorities as well as a constant (and difficult to track) dialog between the users and the programmers. I was hoping that you were going to put out a piece of project management software that would be capable of: Prioritizing (based on urgency,
Notifications to users not linking
I have a problem that when a notification goes out for maybe a case being closed or a request being appended that when the user gets the email the link is not clickable and they have to paste the link in to a browser window. Anyone else have that problem?
CTI integration
Does Adventnet ServiceDesk plus have open interface to integrate with external syetems like CTI /call center software to fill requester fields automatically with the use of caller id & customer database ? we need this funcation in our call center.
Report Problems
We cannot run reports for any other period except current month. When we put in a range, no data is found. It seems that it only sees data for the current period. Also, when we run reports for "last week" or "this week" the numbers are not correct.
How can users email requests without using the web portal?
I am trying to get the application to accept email requests for service. We have a centralized email address that we use for many other issues in our department. It is this same address that we would like to use for the service desk tool. How can we have our users send a request that gets inserted into the service desk application? Thanks in advance!
Service Pack to Migrate from Build 5000 to Build 5001
Hi, Service Pack 1 to migrate from Build 5000 to Build 5001 has been released. Only Customers on ServiceDesk Plus 5 need to Download and Install this Service Pack 1. As always, it is safe to take a backup of your data. Download Here Steps to Install -------------------------- 1. Shut down ServiceDesk Plus Server. 2. Unzip the Service Pack zip file under <ServiceDesk_Plus_Home> folder. If prompted to overwrite the existing files, choose the Yes to All option. 3. Run the script UpdateManager.bat (UpdateManager.sh
Decommisioned Assets
Hi Any suggestions on how to handle decommisioned assets ?? mmmm maybe create a User called Decommisioned, any better ideas??
Intergration with Intranet Site
I was wondering is there a way to take like the email form or even the request form page and make that part of a intranet so user's that already login to the intranet with a AD account can just then open a ticket via a link ?
Exchange Mapi
How do you configure SD+ with exchange server that uses mapi. I have tried pop3 and it works fine. Imap is not enabled on our exchange server I was told. Maybe I�m stupid and don�t know exchange and email programs enough, but can I get it to work in this configuration? Regards Stefan
Purchase Orders: Negative Amounts and Closed PO's
I have two issues that I would like to bring up. ISSUE 1 I was creating a purchase order from a vendor with about three items that also included a customer discount. I added each item to the purchase order which gave me a total price of $113,000. I attempted to add the discount of $10,000 in the "Price Adjustment" field, but got an error message saying I had entered an invalid amount. I then tried creating a product entry called Customer Discount, but also could not enter a negative amount. I finally
Inventory reports
Are there any plans to expand on the inventory reports to allow access to software data. It seems as if it is extracted, seems crazy not to be able to report on it. rgds Damian ps Just seen the inventory . scanned software which is a start
Contracts - Attachments
I see you can add attachments to contracts, great as we can scan in the actual contract, however once the attachment has been made how does one view or amend it. I cannot see any option to do so. TIA Damian
Service Desk Reports
I know that there is a problem with the service desk reports, but when I run the report of the current month, I am getting duplicate cases that have been counted in the report. When you search the case number only one ticket shows up. But looking at the report the case is counted sometimes up to 5 times in the report. (See Attachment)
asset naming convention
Being able to edit the exsisting asset labels would be very beneficial .... for example product name and asset name and category would all be the same thing for me but if i was able to call them brand and model and model number that would be awesome. BTW fantastic product guys, the support is what makes it fantastic. Thankyou :)
Service Desk server will not start
I'm running the demo version of Service Desk and it will not start. I figured it was because my trial license had expired so I got a new one, but that wasn't it. When I try to start the SD server it seems like it's trying to start, then it just stops progressing. I've tried starting it from the start menu as well as from run.bat I can supply the log files if need be. Thanks, Megan
Attaching new/deleting old files to Contracts
Once a contract is assigned, how do you (1) add new files to it once it is saved, and (2) delete a file that is attached. Also, files attached do not open. They must be saved to your machine and then opened...why?
Inventory unix-AIX server
Hi, How can I scan an AIX server ? I enter an Inventory workstation with an IP adress but no field for user/passwd...
user import
Hi I'm thinking about using manage engine to use for our external customer support queries as well internal device auditing and contract renewal etc. I'd like to know the answer to the following q's. What is the csv format for importing users? How much is the product for 5 technicians?
Requester search in new request
Is it possible to search for a resuester be login name in the requester details name box. With out going thow the list. F.ex I got a user(name:peter petersen; login name:pepe), when I make a new request, then I only want to put pepe in the requester details name box, and the get all of his informations. Without typing in his whole name or search for him in the pop up window.
Email Submission Field Names
I am successfully using the email submission feature in SD5. I would like to be able to specify fields to be SD5 that need to be populated from the generated email. Are there keywords that i can use to allow a field called workstation for example place its data in the workstation field of SD5? For example I notice that the Subject of the e-mail becomes the requesters name. This will enable me to create a form that submits via e-mail and creates a sutible looking request within SD5. Many Thanks,
Close Request after entering Solution
Hi there, Here another suggestion: When entering a solution, in the panel "Tasks" on the right the action "Close Request" is available. When clicking on "Close Request" the entered solution is not being saved, so you have to save the solution first, then close the request. It would be nice if the entered solution will be saved too when clicking "Close Request" from the "Tasks" panel. Or maybe put a checkbox "Close Request" above the "Save" button, if the checkbox is checked and the button "Save"
problem with time spend report
There is a problem with time spent parameter. Then new request added and technical close it time spent parametr in request details showing time - 0hrs00min, but open and close time is different. And time spent reports didnt work
Import users and Assighn tickets by Locations
Hi, I'm testing ServiceDesk Plus and very interesting in it. I have multiple offices with more than 2000 users on different windows 2003 Active Directory OUs. I'd like to seperate the user list by the office location and will automatically assign the tickets to certain technician based on the requestor's location. How can I do that? Many thanks.
multilanguages support
Whether there is in system helpdesk a multilanguage support ?
Problem while performing the operation on PurchaseOrder
FAILURE : Problem while performing the operation on PurchaseOrder. Please report the problem to the system administrator, with the Error Code - 1,137,592,647,515. when i edit a purchase order to add or remove items i get this error.
Big trouble whit attached files from requesters
Hi! I got two little problems left in the helpdesk, otherwise it work perfect When a user attach a file (either by the webform or by e-mail) I just get the error that file doesn't exist This error was the same that I had in the solutions attached files. When is this going to be fixed?, Iam sorry but I cant ask my users to rename the filename and take away charters that doesn't exist in the english language. And, when is the problem going to be solved if the users send mails in HTML format? Best Regards
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