Reporting ability on Requestor activity
It would be nice to view reports on a specific user (or even department) and view trends, activity, time spent... etc.
REQUESTOR info tab at the top
SD needs a "Requestor" panel where information on the requestor is presented similar to a 'workstation' panel. Eg. User Info, Request history, asset history, currently associated assets, time spent on this users requests. Also the reporting module needs more 'requestor' specific reports..
Link Requestor to Users UUID in Active Directory not e-mail address
You have a design flaw in the SD software. When importing Active Directory Users, you are tying the SD requestor item to thier email address. This becomes a problem when a user changes names and therefore their email address changes. Causing duplicate requestor id's and orphaned tickets. Feature recommendation: tie the Requestor ID (when imported from AD) to the users UUID instead.. then they can change thier name/email as much as they want.
Report on User Visits to the ServiceDesk Portal
It would be cool if there was a report on who the top users of the SD portal interface were? Number of visits etc... I just would like to see the adoption rate for users accessing the site. I know that the mode changes to Web Form when they submit a request... but i would like to know more than that, like how often they login to check the status of their requests, etc...
Mobile Version for Techs
A mobile version of the helpdesk for technicians would be awesome. As a technician myself, I'm always on the go and never at a computer long enough to look at the help desk. However, I always have my blackberry on me and think it would be a great feature to have a mobile version of the helpdesk.
Access SD on Win98, IE 6 (SP1)
We have a user who has a Windows 98 desktop. Ignoring the politics of why he has it and avoiding comments of what OS he should be using, is there any reason that SD will not load on his PC (beyond it being Windows 98?) He has IE 6, SP 1 installed. When you go to the main login page of SD, it loads a blank page.
Problem with growing server log file
I have logged a support email with SDP support, and they provided me with information on what files that can be deleted, but I see this as a temporary workaround rather than a resolution. I would think that SDP should be setup to clean up these log files. See attached screen shot for the path of the folder and the current file size issue we are encountering. Note, I deleted 4.46 GB of log files only 10 days ago because our server drive filed up. 1. Is anyone else experiencing this issue? 2. Does
Asset Scan - Unauduted Assets
Hi All, Is there a way to delete all unaudited assets from the system ?? I can identify them, using the show Unaudited assets, but there is no option to delete them. Thanks in advance LS
[7.0.0.7018] Change Report Title
Hi I have created many reports using "last month" and "last quarter" but it doesn't seem possible to change the report title when editing an existing report (only the report name at the end). As I only need to change most of my reports from "last month" to "last quarter", I have to create all reports from scratch. Would it be possible to add this feature into future builds? Graham
sms request notifier
Is there a way to make service desk to send a sms request notifier after specific hours
[7.0.0.7018] - Default Rules Moved
Hi Whilst testing the reporting features of SD+, I have somehow moved one the default rules into my own folder (see attached screenshot, highlighted in red). This default rule has also be re-configured :(. I have a feeling that I may have done this to a few others as well (where "edit" is shown instead of the usual "edit / delete" (highlighted in blue). Is there a way to restore the default reports without loosing my own reports? Graham
Viewing backup files
When I look in SD+ application uncder admin tab> backup scheduling, I can not see backups, however when I go to server I can see the files. Why would this be?? These were visible in the past, but during the last few weeks no luck?? help appreciated See doco for evidence
"Subject contains" no longer works
Ever since our company installed a patch last Friday, all of my reports that have "Subject contains" in them no longer work at all. In fact, in most cases this clause retrieves almost no data on reports and filters that previously had dozens of records coming back.
Create New Column in Request Tab Area
Is there a way or is there a plan to make it possible to add a new colunn in the Request Tab area. It would be nice to include an update column showing the last time there was item added to the work log. This way a supervisor can look at all the request and see when was the last time anything was done to the request. TIA Mike
Help with Time Spent report (Crystal Reports)
I am currently using Crystal Reports to build a time spent report, but I am having major difficulty converting the value in the MM2COMPLETEREQUEST field into usable data. I created the following formula for converting the info into hours: Round(({RequestCharges.MM2COMPLETEREQUEST}/1000)/3600) and the following for minutes: (({RequestCharges.MM2COMPLETEREQUEST}/1000) - (Round(({RequestCharges.MM2COMPLETEREQUEST}/1000)/3600)*3600))/60 but neither seem to work consistently. I also tried the following
PO Appover in 7.0 7018
How do you configure a technician to be a po approver? I don't see that in the admin guide. I hope your po module will be enhanced in 7.5. thanks, leoman :D
Database permissions error applying SDP service patch
Hello, While trying to apply the service patch to upgrade SDP 7.0.11 to 7.0.18, the installation displayed a Database Permission Error and stopped. We needed to roll back to 7.0.11. I am guessing that our SDP database login does not carry the necessary permissions for this process. Can someone tell me what the permissions need to be? The details are: DB: MSSQL 2005 OS: MS Windows Server 2003 Thank you!
Report on Assets and associated Requests.
Hi, I would like to know how to write a query to list down all assets that have been associated to requests. Thank you. Regards, einas
New ticket via email and multiple ticket no.
Hi All Not sure how many of them having similer problem. we do fetch mails from mail box servicedesk@xyz.com case 1 : when the user send mail to above mail box, service desk will fetch and assign a new ticket no. - No problem with this. case 2 : user send mail to above mail box and cc to some other recepients, Service Desk will fetch as well and assign new ticket no. Problem here is, the person who received CC, reply to that mail and reply to all Service Desk will receive and assign new ticket no.
Acknowledge Requester by Email when new request is received
It's a minor issue resolved with customizing the template, but I just noticed the email in the Acknowledge Requester by Email when a new request is received assumes the user sent an email to open the ticket. If a member of the Helpdesk opens a ticket FOR a user, they get the same notification, which is worded as if they had sent an email (and, actually called the Helpdesk) FYI
Problems using "Contains" in reports and filters n
Ever since our company installed a patch last Friday, all of my reports that have "Subject contains" in them no longer work at all. In fact, in most cases this clause retrieves almost no data on reports and filters that previously had dozens of records coming back.
When do completed Tasks "age out"?
Time may answer this question for me, but I've added 3 test tasks and have marked 2 of them as completed. They have the "check mark" and line through them. Do these completed tasks stay on the "My View" eternally or do completed tasks eventually disappear/age out from this display?
Custom Report to track Assets
Hello, I am trying to track wireless broadband cards as asset components and I need a report to show the current user and the contract dates in a single report. Can you send me a query to show the following information in the same report? Asset/Resource Asset Name, Product Requester The asset is associated to a workstation. I would like to see the requester name that is the user on that workstation (not the assigned to which is the workstation name) I have 3 custom fields I would also like to show
Business Rules = Buggiest feature in product today
I have to tell you, the number of bugs and issues I have found with the Business Rules feature in the last 30 minutes has me believing this portion of the product needs to be absolutely scrapped and the developers need to start all over from scratch. They clearly don't have this feature "right". There are so many quirks and issues affecting function that it's all but practically useless. It is easily the most bug-ridden area of the product I've come across. A few quick notes of just a few of my findings
Report select
Hi All, I'm having some major problem with reports. Just wondering if what I'm expecting is correct. If a person hasn't had their department set at the time they rasie a request are Report dymanic enough to update this information on the fly. Eg A user of our has just had his department changed to Accounts. This is reflected nicely with in the request itself. However when I run the Requests by Status reports, and set the X axis to group by department this call appears in the unassigned bar. I would
Workstations not showing as assets
We are running ServiceDesk build 7018 and when I do a domain scan it picks up 8 workstations. However, when I click on Assets it only shows 1 workstation, that is the machine that ServiceDesk is installed on. Any ideas? Thanks.
Viewing backup files
When I look in SD+ application uncder admin tab> backup scheduling, I can not see backups, however when I go to server I can see the files. Why would this be?? These were visible in the past, but during the last few weeks no luck?? help appreciated See doco for evidence
removing old accounts
hi, we synchronize our accounts with active directory. But when an account is changed, for example the lastname or displayname. and we import again. Then we have duplicate accounts. Also accounts which are moved to OU's we don't want to import stay in the Service Desk. How can this be solved? Jeroen
Associate Minor Software Versions
Hi, It is possible to link versions of software without increasing the license numbers? For example, when you install SQL Server Developer 2005 it installs multiple packages which are picked up separately by SDP. When you associate these with the main SQL installation SDP then increases the number of installations, when then gives the impression we are under licensed. There are quite a few Microsoft installs like this. How is everyone getting around this Kind Regards Sharlene
http://servicedesk/SearchRequester.do stays open
not a problem for me but maybe its a bug running on firefox 3.0.1 with the IE plugin. servicedesk 7018. when i edited a ticket and selected the requester, the window never closed like it used to do before after you select the user. I don't have a problem closing it manually but might be a bug or something
Feature Request: Optional "blank out" <unassign
Currently, if a request is not assigned to a technician, the word "unassigned" is displayed in the column. I would like to see an administrative option to either display "unassigned" (as it is now), OR completely "blank out" this column. I believe it is more eye catching, as is to say, easier to see which requests are not assigned to anyone, if the ASSIGNED TO column is BLANK.
Installation of Adventnet Service Desk7.0 on Windows server.
I have two queries 1) if want to install adventnet service desk professional 7.0 for 2000 nodes on windows server , so whether i had to take 2000 license of windows server because i am scanning 2000 nodes. if am installing on linux server so whether i had to takes same 2000 license for linux server.but all machine i.e 2000 nodes are windows desktop. 2) Whether Adventnet service desk comes with bundled database i.e mysql or open sql.
Problem with Scheduled Scan
Before updating to 7018 from 7015, we had a daily scan scheduled for our domain set to go off automatically. After upgrading to 7018, the daily scan stopped. We also have the scan history set to clean up older than 30 days, and check for newly added workstations every day. For some reason the newly added workstations runs, but doesn't send an e-mail identifying the new stations. How can I fix both of these problems (or at least the first)?
Report - Workstations by department
Hi, I had a working report that showed all workstations by department. It relied on a table called SystemInfoOwner which no longer exists. Does anyone have a working replacement for SQL server users? Thanks Jery
GL Code and Cost Center in reports
I am really pleased that these have been added to the PO system. The only problem is they do not appear in the reporting section as fields. This is quite important for me as I would like to sort and total on the GL Code. In addition are there any plans to incoprorate custom fields into the reporting functionality. Thanks Damian
asset management configuration
Hi, in reference to the asset management portion of ServerDesk Plus, is there a client that needs to be run on my workstations, etc. to get ServiceDesk to do a meaningful query and compile all my asset information? I have windoze server/desktops and some linux boxes. I ran the asset scan "as is" on my server and the result it posted left MUCH to be desired. I am running ServiceDesk Pro 7 on a linux server
Inventory Reports
Hi all, Where can I find those report which stated in the following link? http://manageengine.adventnet.com/products/service-desk/inventory-reports.html My version is : Your SDP Version : 7.0.0 Build 7018 Thanks and regards, Carmel Lee
Email notifications
I am to able to receive or send email notifications from and to requesters although setup has been done regarding same. This facility was working previously before I imported again the requesters from AD. Also the automatic fetching from mail server (set to 1min) is not working but seems to work when doing it manually.
Feature Request: 'Assign to' should include TASKS of Request
When you "Assign to" a request, the TASKS within that request remain "Unassigned". An assigned request should assign the tasks of that request, as well.
running service failure
Hi all I have a problem on running service desk 7 (last update)on windows 2003 R2. after installation it work properly but after then, the service hangup. when I check the server I can see many icon of servicedesk in tray icon that are not startet successfuly but service of manage engin is in start status in services. also it does not work after stop and start again. can anybody help me how can I resolve this problem? FYI, it was work properly before , and this is a new problem appear after update
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