Reports
I would like to be able to filter the custom reports. Meaning, search open tickets or closed tickets by Tech. Please let me know what to do to get this in a report. Thanks! Rick
Queue details not being shown/updated in the request screens
Hi all, We love ServiceDesk Plus V5 ... thanks for all the hard work you have put into it. A quick question - the Queue details on the view request form (or the edit request form) are not showing the current queue requests are in ... is this a known issue ? The label reads - Not assigned (see image attached) Cheers Stephen
summary reports
Hi I`ve got Sd5 build: 5001 and still have a problem with summary reports... Regards
inventory report
Hello, 1.Please advice how I can see inventory result by departament sinse there is possibilities to assingn the asset to DEPts... 2. Please how to manage the status of assets : How to delete the asset from using and not from inventory list due to lot of reasons? Thank you in advance, Mykola007@mail.ru
SD wont start
Hi all, and Happy New Year! Just downloaded and installed the latest release. Since then I cannot run the SD. I think it's a port issue. All I get is 'Page cannot be found popping up'? I have installed to the Service desk folder not the ME/Service desk folder, I'm assuming this correct. the install was certified as successful. What now? thanks Simon Hollingsworth
December reports are missing
Hi all, I install upgrade pack to 5001, after that I can't make reports from December, every report I've tried do pick up from this month comes (-), but from January the registers are OK. I'm using the embended database, how I could connect to this db from any db-tool? Maybe this way I can see the December registers. thanks sds Luvizon
Reporting Issue
The reporting module in service desk 5 is useless and I suggest a immediate fix for both myself and other frustrated customers. I am unable to run a report for a simple month end, 1st December - 31st December 2005, but this is too much for SD5, it refreshes but still only shows January. Selecting the report to "show all" and all the requests show but selecting a date range is not working. This is more frustrating than waiting for the v5 release... please can you advice what we are to do about this,
How do I translate the Help Desk program in other languages?
How do I translate the Help Desk program in other languages? Is there any way to access the interface words and customize them? If so please reply to admin@dalumi.com It's very important because this can be a very good reason to buy your application. THX.
Print purchase order with additional fields
Hello, I'm trying ServiceDesk Plus and I need to print purchase orders when are completed, but with addiotional fields for every asset. It's possible?
Email Issue
Has something changed in 5.0 regarding email? Every email that is sent contains a "Part.000" and a "Mime.822" attachment but no usual message body like I used to get under 4112. All messages processed by ServiceDesk come through this way now.
Fonts problem
Hi I create separate e-mail account on Lotus for my SD aplikation and i have problem with fonts. When SD converting message, contents losing all non- english fonts (in title everything is ok). regards
Javascript enabled link/button does not execute
I have installed AdventNet ServiceDesk Plus 5. I can start the web application and click on every link and button without any problems. The problem come when I click on a button/link which need some javascript code to be executed i.e. Javascript:NewWindow("some parameters") attached to the button/link. I have installed the application on Windows 2003 Server and am using MS IExplorer 6.0. I have eased the security setting on my IE Browser to LOW. I have a ALLOWED popup for this site (localhost) on
ServiceDesk plus default port 8080
Pls let me know how to change the ServiceDesk plus default port (8080) to port 80 after installation. I need to do this under windows installation of SD+
"Last Month" Reports do not work
I need a fix/resolution to the problem of reports that reference "Last Months" data not working in SD5 - ASAP, as I have my monthly helpdesk statistics / report to produce for management this weekend!!!? Please advise if a temporary fix/patch could be made available, happy to test on our dev environment 1st OR suggest any workarounds that would allow me to produce my monthly reports for LAST MONTH (Dec)... I notice the summary graph in the Home page global view for 'last month' also fails to produce
To export to excel
Hi, Iam using Service desk demo in that i need to how to export all the reports to excel format
migration of entered data
Hello, I have installed SD+ on my personal PC and my team trying to work with it. The data is entering into and we managing our requests. I am almoust satisfied with your soft and planing to buy SD+, but the question how I can migrate the information from my PC to new server where I planing to install SD+? Thank you in advance Mykola007@mail.ru
Few questions about SD+
Greetings I`ve got a few questions Is there any possibility to : -Add Queue counter somewhere in main window of sd+ ?? (In my opinion it would be useful detail especially in my configuration of SD+) -lock priority in requester form, in order to make impossible for requester to choose it by him self, instead of it link priority with (for exp) category (something like Business Rules). i`ve try to create this kind of business rule but it didn`t work -use any shortcuts in SD+ (i`m not sure if it`s possible
Gmail-Problem connecting to mailbox
I apologize if this has been addressed previously, but I couldn't find anything in the forums. I'm using ServiceDesk Plus 5.0.0, Build 5001, on a win 2k box. when I attempt to set up the Email configuration using my Gmail account I receive the following Error: "FAILURE : Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox." I believe this may be due to Gmail requiring a secure connection for both incoming and outgoing
Implementing Active Directory support for SD5000
I have upgraded SD4112 to SD5000. I then moved SD5000 to a new machine (installed SD5000 and moved MySql folder). This seems to have worked correctly. We have a 1 technician license version. This allows for 1 Technician to log in will full rights and also for 1 admin with full rights. I then decided to implement Active Directory support, transferred info from Active Directory and enabled it. I can now no longer log in with the admin account - the technician account works fine. I also tried the domain
Issues with SD5
We seem to be having the following problems with SD5: When sending a call to the queue, it does not move the call there. Reports are not allowing usage for previous months (I know that this has already been reported.) When you change the logo, and you need to change it again it does not import the file.
Technician Role Permissions
Our technicians role has Full Control over requests - why then are they denied changing due dates. If a role has full control over a feature, this must provide access to every single option available for that feature. I require my technicians to be able to change due dates. Regards, David.
Queues not working in V5 ? What am i doing wrong ?
Ok .. I have created a queue called "IT Help Desk" all my technicians are in this queue. I have created a business rule that says if you are located in any of these locations (and then selected all possible locations) move the request to the IT Help Desk Queue. However whenever I create a new request it does not do this ? What am I missing ?
How to manage software license keys?
Like to know if there is a way to add all software license keys (Not number of Licenses) in service Desk Plus. So far I did'nt have much success
cannot delete requester in requester list
I'm getting the following error when trying to delete a user in the requester list: HTTP Status 400 - Invalid path /http://helpdesk.one-k.com/SearchRequester was requested type Status report message Invalid path /http://helpdesk.one-k.com/SearchRequester was requested description The request sent by the client was syntactically incorrect (Invalid path /http://helpdesk.one-k.com/SearchRequester was requested).
restricting access
Will there ever be a chance that we will be able to restrict user or requester access. I know there is the ability to restrict technician access, but wondered if there will be a way to restrict user or requester access. Granted requesters have a very simple interface, but some of Administration where I work didn't want other staff members making requests, but wanted them to have access to the solutions area.
Migrating from build 4110 to build 4112
When I run the install from the file AdventNet_ManageEngine_ServiceDesk_Plus_4_0_0_SP-2_2.ppm and the install is 100% complete I get and "error Uninstalling" message and I'm only allowed to close UpdateManager.bat. When I try to run the 4112 to 5001 Upgrade after that it's telling me it cannot upgrade from 4110. Obviously the 4110 SP2 migration did not work. HELP ASAP!!!! Thanks!
Edit contrracts and new SLA
Hi! Contract: Why cant I attach a new file when I edit a existing contract? SLA: SLA is really great, as many other companys we dont have a resolution time, we just got that like: Have to answer the requester whiten an hour if its critic and whit normal priority we have to answer whiten 8h and so on. Is it any why to make this work? Best Regards Daniel
Custom logon page
Is there anyway to customize the initial logon page so I can set the domain to a prefered domain and remove the domain field box? whithout waiting for a service pack update to fix the domain problem?
Feature - Global View
On the global view, the "Requests status by Technician" defaults to Technician and "Requests Inbound Last Week" defaults to Last Week. I want to be able to change what option is selected by default. Alternatively, allow each technician to store these details so that they are applied each time a technician logs in. This would also apply to the refresh time used on the requests tab. I know it keeps this setting during the logged in session, but when I logout and back in the refresh time needs to be
SD not fetching mail
ServiceDesk is not fetching mail from the mailbox for email submission of requests.
Software License Tracking
The license tracking does not seem to allow you to easily keep track of software which is concurrently licensed and for which you have a license server. For this type of software I would like to be able to keep track of the fact I have e.g. 5 concurrent licenses and what workstations it is installed on. Obviously any software licensed in this way would need any new installations to come up automatically as licensed as the license server prevents you fromm exceeding your quota. Anyway just a thought
Category Access limitation for Self Service
Firstly, congratulations on producing such an excellent product with so many practical features. In the present version, we cannot restrict limited categories to be displayed in the Self Service interface. In most of the cases we do not want to expose all the categories and their sub-categories to the requestor. If there is a way to display only the major root categories for the requestor to select from, so that the technician can correctly select the detailed category later, it would be of great
Time Spent on request.
Dear Team, I am Satyajit(09339775598) of CMS Computers Ltd. Kolkata. Please be informed that we are trying to push this product to one of our Valued Customer. While testing I fould there are certain Addition/Modification required on Report part. 1) Duration/Time Spent on a Call to be included. 2) Time Spent is being calculated beyond the office hours. Requesting you to kindly confirm whether this can be incorporated or not. Regards, Satyajit M-09339775598
Cannot import requestors from AD
Hi there, Recently upgraded to V5 and attempting to connect to another domain controller to import requestors via AD.. The OU's get enumerated correctly and SD then begins the import process... I can see it pulling through the usernames but for some reason, it fails to add any these new records to the already existing database Does anyone have any ideas as to why this may be ? Many thanks Tim
More report problem
I saw that you are fixing some reports issue, maybe its going to fix my problem , but I need to be sure. When a make a report " closed request by department" I see that some departments doesn't show in the grap even thou they are in the list further down. like in this case, a user "Marita Lantz" frome Pers/adm department Best Regards Daniel
SD 5 update
I have been trying all day to get the update from 4112 to 5001 to work. I keep getting 'The pre invocation class returns a constant not supported'.. WHA!? Can you help please before I return to using pen,paper and phone.. cheers
Edit Language Where?
Hi there im trying out ServiceDesk for our company. I read about to be able to translate it but cant find where or what files to edit... Can you enlighten me?
Regular technicians not able to reply or foward emails
Technicians that do not have admin role cannot foward or reply to requests. Techs with admin role can. Is there a way around this, or do I have to give all my techs admin role ?
ServiceDesk Upgrade 4112 to 5000
I am trying to run the Service Desk upgrade from 4112 to 5000 Copied the update to the ServiceDesk home folder which also copies files to the lib and mysql folder. The last update applied to the system is _sp_12. I get the following error when I select the pmm file using the update manager The file you have specified is not compabible with this product
Admin Functions Missing
We are about to make this helpdesk system live, however when I clicked on the use active directory authentication the admin button has disappeared from the top of the helpdesk. The only thing that i can think of is that i created a new technician group so people can�t delete anything. (We can't have anyone able to delete anything jobs/purchase requests ect... ) unfortunately we changed all logins so none of our 3 technicians use the default SDAdmin function The main thing we need is to make the ADMIN
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