Feature request
Feature request: when entering a resolution, it would be more efficient if there was an extra button at the bottom that said "Save and Close". Often, after you enter a resolution, the first thing you do is close the call anyway, so this would save some time. Hope you will consider this. Thanks.
Email Auto-reply's
Hey Guys, first off, the helpdesk is awesome...what a fantastic product!! We are trailing it at the moment, is there a way to customize the way the emails are sent from the service desk? e.g adding company logo with formatted rich text as opposed to plain text which is not formatted, we are using it initially for a high profile customer and wish the emails to look slightly more professional... Is this possible?? Many thanks to anyone who can help!!
ServiceDesk Update
Has the new ServiceDesk upgrade been released as scheduled for today?
The 15th is here
So the 15th is here. Is the next release still set for today?
New reports included computers and user by department
Hi! I wonder if it's possible to make reports of computers by department it would be great if the report also could include all the users whitin the department. Beacuse we have some computers that are assigned to a user and some computers that are not assigned to a user but is included in the department but are assigned to the department. It would be a great help for us, and hopefully for other Administrators aswell. Best Regards Daniel
Middle of the month :)
Is it coming this week ? Or is it pushed back to mid Dec ?
Great Product!!
I have been evaluating this product for a while and think it's great! Any idea when the next release wil be out?
Servicedesk road map
Would it be possible to post the road map for servicedesk in the fourms? It would save alot of questions if people could see what has been thought of, and to be added down the track. Maybe post it as a sticky topic at the top of the list. Is there an eta on the client agent and remote desktop for servicedesk? These are the only two real things stopping my company purchasing a copy of servicedesk at the moment.
Additional Requester Details
Which is the table where are stored the requester additional fields that I define in SD
Italian language
Can anyone inform me about traslating in Italian?
Time spent on request
I need to convert the time spent field content in hours, minutes to print on externla report.
External report
I need to make a report on data contained in Servicedesk database but i can't convert any date-field to a string like (dd.mm.yyyy) How can I do?
Serial # scan
Is there a way to add serial # field to the workstation and have the network scan automatically pick up the serial #? I have seen this in other network auditing programs and have liked it since we use that serial number for tracking. It could also be in the Barcode field within the program. Is this already done or possible to add?
Cool features wished
Hi all, I evaluated you software and like it a lot. I have some intersting suggestions por the application: The Purchase Order module could add a commercial proposal management feature. Or in other separate module, or either allow to manage "N" commercial propostal / quotations for the same purchase order (considering file attachment of of documents received) The email sent to technician or either to requester could be more "well formated", I mean, it could be an HTML message or either a "copy" of
Priority settings
Can anyone suggest how we can get our due by dates back. Since installing the service pack 12 the due date on priority fields we have crearted have stopped working.
Another feature?
Not sure if this should be working or not? If not can it be added to the list. When an individual e-mails the Help Desk it would be really good if the call that gets created would be populated with the users workstation so that you do not have to assign it? Thanks
Extra Feature ?
I think it would be useful that on the request screen you have a visual indication of where the call is in relationship to it SLA conditions, this would make it easier to see what is going to breach SLA next by simple colour scale of green, amber, red Also the ability to edit the name / department once a call has been created
External barcode reader
Hi, i was wondering if there will be any possibility of an external barcode reader as option. When we do our inventory for rooms etc... We would like to be able to use a mobile barcode reader (ie: palm with barcode reader or symbol reader). Is this foreseen for a future release? Many thanks for a super software. John
Outgoing notifications failing
In response to a new request, when I try to email a requestor who has an email address that is not in our domain, I receive a �Sending notification failed� error message. However, replies to users within our domain are working just fine and Service Desk Plus accepts incoming mail requests from any domain. Any suggestions on this outgoing email issue? Thanks, Amy
Error durning domain scan
I get the following error on certain PCs while performing a domain scan. Either access denied for the user or the remote DCOM option might be disabled in the workstation. What are my possible solutions?
Data Base
Does anyone know where this help desk stores its data. Does it need a data base backend?
Survey Reports
I am not able to run any survey reports and when I open a closed request and select view survey results it brings up a blank survey form. I really like the product and think once a lot of the requested functionality is added this software will be a huge hit. Any idea when the next update will be released? Cheers, Michael
address book when sending replies
is there an option that will allow us to click on a user's name via the Requestors database in ServiceDesk that will allow us to add a user's email address when "Emailing the Requestor"?
Scan workstation
I have a network with Active Directory and Windows 2003 server. I noticed that the SCAN worksation for XP PCs works only if the firewall is disabled. I have tried some tricks on the exceptions of the firewall but nothing works. Can you advise me what settings should I change on the firewall or if it is possible to control it through Group Policy?
WHEN IT IS THE SPANISH VERSION
UNDERSTOOD TAPEWORM THAT IN OCTOBER, THEY KNOW THE DATE THANK YOU VERY MUCH :D
Question about the New Release
Is it possible to have Mode be available in the Rules for SLA (Services Level Agreements)? This would help in classifying how we distribute support. Also having Seperate ALL or OR's for the SLA Rules would help in the classification of catagories.
Feature Needed: Organizing Workstations.
It is great that you can organize assets, but one has very little control over the organization of workstations other than grouping by domain. I would like to have several different views of my workstations: Servers, Desktops, Laptops (organization by device type) Sales, Customer Support, Administration, Marketing (organization by department) David.
Some Problems
Dear Supporter, The followings are my problems when upgrade Service Desk to version build 4112: - AD authentication is very good, but problem occurs when you assign roles for each technical to control there roles. I think we should control by group in AD. - In the old database we've got requesters. When we import from AD to our database again, it don't replace exist user, it's add as new user to our database. - when we scan workstation in our system, It's cannot. - When we configure audit option
Survey
Can a submitted survey be changed. We are using the rating 1-5 and some people thought that the number 1 was best and 5 was the worst. I would like to change these to be correct.
AD User Import by Group
Is it possible to import users from Active Directory based on which groups they belong to? We have certain members of staff we wish to use Service Desk and those who don't. They are already defined in Active Directory and we only wish to import into Service Desk those in a particular group. Can this be done? Andrew
Unable to change Due By date
I installed SP12 this week and just noticed that after entering a request, I am unable to change the Due By field. I try to edit the request and click on the calendar next to the Due By field and nothing happens. Will this be fixed in the upgrade due out next week? Or am I doing something wrong, before the SP12 install, I was able to change the Due By date with no problem.
problems deleting obsolete software and adjusting licesences
Good Day, I didn't see this listed in the post so here it is. I actually have two questions. 1. When I try to delete obsolete software from the scanned software in the inventory, it asks if I am sure if I want to delete the software, then it just refreshes the screen and the software is still there in the inventory list. Do I need to do anything else to remove the software license from the inventory? 2. How do I demote the number of licenses issued to a particular piece of software? All I can find
scanning different domains
When I try to scan machines not in my domain (I created a new domain and am trying to do a workstation scan for a machine in this new domain) I get the following message: FAILURE : Connection to Telnet Service in the workstation failed It's a windows domain scan I am trying to run - not sure why telnet is coming up?
No response received from workstation.
Hi If i has that message, what can i do for me...........No response received from workstation. Probably the workstation might be switched off or does not exist. Targo
Email Notifications on New Request
We recently installed ServiceDesk to begin an evaluation and are very impressed with the product. That being said we have on into one minor issue. When we submit an email to our servicedesk account a ticket is created but no notification is sent to the technician we have setup. However if we then take the unassigned ticket and assign it to the technician he will get a notification. We have all email related fields check in the Notification Rules and all other email related function (sending and receiving
Problem with Cyrillic charset
Hi all! I have problem with Cyrillic charset in ServiceDesk. If I post requiest by Web - all OK, but if request posted by mail fetching - I've only "????????" in Title and description and in mail notification... How can I define charset for mailfetching? Is it real? Can I translate system interface to Russian or other language?
Fetching issue
I am having a problem with the "fetching" feature grabbing emails and creating requests. I originally set up my email as the email to fetch from and it was pulling the emails and creating requests. The issue was that it would grab any email and create a request. I set up a new email called helpdesk and have end users emailing issues to this account and it will not "fetch" the emails. I did make the change in the mail server settings page and it simply doesnt function correctly. Please help as this
Remove "new task" from requestor page ?
This "REALLY" confuses my users as we used to have a "Task List" in outlook that people submitted IT tasks for us to complete. So when people log in they instinctively click "new task" and obviously these dont get to us, I would like to just remove them from their view. Can I just edit the pages in some way ?
Assign button needs top be clicked twice.
When a request is being reassigned from one technician to another, the "Assign" button needs to be clicked twice to make the change.
Reports- Help Desk
Is there any way to customize the reports for the helpdesk? I would like to filter some records based in the value of the custom fields. also it would be nice to have an option for the type of request (Change, Incident or Problem). A little more ITIL oriented
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