Can ServiceDesk Plus track Internet history?
Can ServiceDesk Plus scan workstations and track their Internet history? Things like cookies, visited sites? Thank you.
Feature request: HTMLArea and Tabbing?
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Question on conversation subjects in Requests
I noticed the default subject in emails regarding requests contains ## (request number) ##. Does the ticket number have to be encapsulated in double ## symbols in order for these emails to make their way into the request conversation(s)? If I were to modify the following (default) email subject of: Request id ##$RequestId## is appended with your recent reply. To... Ticket # $RequestId is appended with your recent reply. Would the conversation functions still function? I haven't had my Email Administrators
Modifying who gets the survey email
Is there a way to configure the software to send out survey requests only when a call matches certain criteria (for example a certain level or category)?
Additional variables in email notifications
I have been experimenting with guessing possible variables for inclusion into email notifications. Are the following fields able to be included in emails? EmployeeID UserID (Additional Requester field, custom) RequesterTitle RequesterDescription Thank you.
How to? (Add an attachment after request opened)
Once a request has been opened, it does not appear to be able to accept additional attachments. Assuming a user (or the Helpdesk, who may have created the ticket) uploaded some attachments, it's reasonable to assume that as the issue is being worked on, additional attachments and/or updates to the current attachments may be requested. At present, there is no way to upload additional attachments beyond the original opening. ACTIONS // ADD ATTACHMENT ...is a needed feature.
Workstation Names
In our list of Workstations in the Assets tab, some of our machines show the FQDN name, while others only show the netbios or hostname only. It appears that if the machine fails a scheduled scan, that the netbios/hostname is reported and the FQDN is dropped (along with most workstation details). Are others experiencing this? How are you handling your scheduled scans, since existing asset details appears to be removed when a scan fails...or is this a setting somewhere that I have missed.
Info on SD+7.5 status
Someone very kindly (Thanks Mike Bailey!) pointed me to this so I thought I'd share it: http://blogs.manageengine.com/servicedesk/2008/08/07/experiences-of-sdp-75/ It's a blog of one of the developers of SD+ 7.5 and gives some interesting insights into what's being worked on and the progress/aims with the development.
No Resolution information presented in Approval Request?
In our organization, I conceive of two purposes to submit requests for approval. 1. Seeking Requester's approval to close case. 2. Seeking managements approval to close case. In either case, it confuses me why the RESOLUTION to the request is not included in the approval. Using a dummy Technician, I sent (myself) approval. The URL I was provided in an email sent me to a page (that didn't require login to view) that showed me who the Requester was, the Subject, the Description, the Request Details
Cosmetic wording in Purchase Order section
Asset Home > Router > 7206 VXR - PO# 1000[1] When you hover over the "Edit Resource" link the text that pops up reads, "Edit Workstation Details". The device isn't a workstation...it's a router. (in this case). The "Edit Resource" always reads "Edit Workstation Details", regardless of the asset. The same is true for the "Assign" button. It always reads, "Associate Owner for Workstation", even when the asset is not a workstation.
Feature Request: Asset History
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
SDGUEST ROLE
Can you create an editable SDGuest role? I need my users to be able to create a change request and edit it and at the moment they cannot use the change request section without us putting in workarounds which is frustrating!
Feature request: Display columns configurable PER VIEW
Currently, the columns you select to display apply to EVERY view (custom or otherwise) you use. I would like to see customization of column display options that determined PER VIEW. On the "My Open Requests" view, I don't want the Completed Date column. They're OPEN requests...they're not completed! However, on the, "My Closed Requests", I WOULD want the Completed Date column shown. The ability to set which columns are displayed in which view would be very nice to have.
Modifying who gets the survey email
Is there a way to configure the software to send out survey requests only when a call matches certain criteria (for example a certain level or category)?
Send for Approval on CLOSED requests?
Why is there a "Send for Approval" button visible in the Approvals tab on a closed request? It's closed...
PO Approval Status keeps getting unchecked
I have not pinpointed when this happens but it would appear that when I do the domain import of users to add in any new users the PO approval status box is unchecked for those that should have the approval function. Has anyone run into this? We are on build 7018 currently. I will try pipoint when this happens but if you know of solution let me know!!
Requestor cannot see notes or history
I am trying to configure this system and when logged on as the requestor, they cannot see the notes or history; even though the administrator chooses to let them see. Is this a quick setting change?
Feature request: Restoring customized notification templates
Innevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Unable to Scan Asset
Hi Support (And Dean!!) I am trying to scan my PC (Win XP SP3) from the SD+ Assets tab, i keep getting the following error. FAILURE :Either access denied for the user or the remote DCOM option might be disabled in the workstation. I am able to scan my Domain Controllers (W2K3) fine. I have disabled my firewall with no effect. I have followed the Fault finding steps (as have others) and all appears to be fine with the PC's setup, but i am still unable to scan. Any assistance would be gratefully received.
Bug? Assigned To column in "Show All Tasks" not s
I have the following columns set to display in the "Show All Tasks": Title Assigned To Status Scheduled Start Time Actual Start Time Actual End Time Link I can change the display sort order by clicking on any of these columns except "Assigned To" and "Link". Neither of those colums are clickable.
Feature request: Ability to set Solution TOPICS as published
For each Solution, you can configure this option: Publish this solution in Self-Service Portal also I would like to have the ability to "hide" Topics from the Self-Service portal. We have lots of technical solutions we want to hide from Requesters, because they are intended to be referenced by IT staff (only). While Requesters see none of the data, the can view our tree structure of: -------- Standards - Network - WAN - LAN - WIFI - VPN - PC - Desktops - Laptops - Other - Servers - Intel - Unix -
REPLY to a request doesn't populate TO field with Requester
Maybe it's just me, but when I click the (REPLY) button(s) within a request, I expect the Requester's name to be automatically populated into the TO field. The "Blue menu bar" reply option is even worded as, "Reply to Requester". The "Reply" button just above the request details also fails to populate the TO field with the Requester information. Does anyone else found they've expected the REPLY options to put the Requester's name in the TO of the email, automatically? (where ever the "reply" is actually
[7.0.0.7018] Request status OverDue is not assigned
After installing 7018 request status OverDue is not assigned
Feature request: Optional, newest Notes on top
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature.
Override asset type
Hello, I'm proposing the ability to override the asset type for hardware. Say, for instance, that a normal workstation computer is being used as a light server it would not be possible to add it to a Servers list without adding all workstations of the same type to that list and vice versa. This could also be solved by a rule that checks for what O/S is run on a system, if OS x is run on system, then place it in container y (server)
Self service portal URL?
The SupportCenter application has a Web Portal Configuration option in the Admin backend, whose HELP includes a sample URL of the self-service portal. The HELP denotes: Web Portal Page can be accessed at http://<server_name>:<port>/sd/SolutionsHome.sd The "Self-Service Portal Settings" under ServiceDesk doesn't state what the URL is. So, what is it? I tried the following: http://<server_name>/sd/SolutionsHome.sd While that produced what appeared to be something of a portal. It's completely broken.
Bug: [7.0.0.7018] - Backup Scheduling
Hi Within "Edit Scheduling" I have tried setting different values under "start backup on" (date and time) but they don't seem to hold (revert back to what they were previously). The "Every" value seems to hold though. Graham
[7.0.0.7018] Report Logo
Hi Is it possible to add an image (say company logo) when creating reports? Graham
Bug: Can only search on UserID if email is defined
I've got several test users setup, names like "john doe", "bob nobody, "frank jones", etc. For each of them, I have the following defined for them (going to use john doe as example) --------- Employee ID : jdoe (built-in field) Additional Requester Details UserID: jdoe Login name: jdoe --------- With these three fields populated with "jdoe", when I attempt to search REQUESTS for Keyword, "jdoe", I get no returns. It isn't until I define an email for this Requester of "jdoe@aol.com", can I actually
How to require approval from a person on a ticket
Hello, We run service desk plus, i cant seem to find how for a particular ticket (category, type , item) that every ticket must be approved by a designated person (technician). Thank you J
Bug: "Show all tasks" columns horizontally scroll
In the "Show all tasks" view, no matter how many (or few) columns you have selected to display, the last column that has the "Search" and "Select" icons scrolls off to the right of the screen. Review attached screenshot. No horizontal scroll bar is displayed in the browser. Even when I only have SELECT BOX and TITLE set to display as optional columns, it still scrolls off the field of view.
Reporting on Work Logs with Crystal Reports
I'm trying to write a report on the work logs using Crystal reports, but I can't seem to find the table they are stored in. Does anyone know which tables are used? Thanks for the help.
User cannot attach .xls files
Only one user has reported this issue. They cannot attach any .xls files. The file size is <1mb. They are able to attach other file types. I am able to attach the .xls files he was not able to.
My View - Request Summary
I have a single request that is being listed in "My Request Summary" as being both, "Request Due Today" AND "Requests Overdue". If it's due today, then it won't be overdue until tomorrow. Likewiess, if it's overdue, then it can't be "due to be completed today". A request cannot be due and overdue at the same time.
Assets - Software Categories
I'm not seeing where one can add more software categories in the Admin backend. See screenshot. I attempted to add a "Product Type", with a type of "Software", but that doesn't appear to be it. How can you add more categories?
Asset Management - Add Network
I noticed in the "Asset Management - Network Scan", "Add Network", you have the option of adding an Entire network or a Range. If you select Entire network, there is no means to specify a CIDR designation or even a subnet mask. Without either of those, the application has absolutely no means of determining what network I'm wanting to add. If I type in the IP of... 10.20.30.0 Without a mask to denote any applicable subnet bits, you've no way of knowing if I want the 10.0.0.0/8 network, the 10.20.0.0/16,
Domain user as technition and PO approval using free licence
i like the software but my Supr. will not approve funding to buy enough lic. for all of our techs.. so ive been self manageing it... but im trying to use this to track my POs problem is the default ADMINISTRATOR login does NOT have the ability to approve POs. i would like to make my domain user a technition but cannot since i am only allowed one is there a way to give the admin user PO approve pivs? and is there a way to make the 1 free tech a domain user
I have a matrix report and want it to be a graph report.
Sorry I am not at all adept at SQL and I need a matrix report converted to a graph report, how do I do this? The data is there, but I want it in a Graph format with more than one field. I want the number of tickets lodged per department and the number of tickets completed per department for a defined period of time (previous week). I have a matrix with number completed per department but am having some trouble converting to a graph or adding the extra field (number completed). The query is: SELECT
Bug: Survey Results not correct in reports
I closed a sample request and answer the 3-question survey as follows: Chris Schear's Answers ----------------------------- 1 Your issue was handled promptly... Excellent 2 Your issue was handled professionally... Good 3 Your overall level of satisfaction with this request... Excellent ----------------------------- Logged in as an administrator, the survey results on the backend report: Overall Satisfaction level: 88.89/100 When I run a Survey Overview report, the following is reported: Rating: 8.00
User login addition
I have this option turned on under Self-Service portal settings, but when a new Email is submitted only the new ticket notification is sent back to the user. I have the template checked under notifications so it should go out. Can someone please advise? Not sure if this matters or not, but we also have "Dynamic User Addition" turned ON.
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