Appending Email Replies
We are just now implementing SD and at this time we're not quite ready to roll it out to end users to input their tickets or update them via web interface. In our old system, we received tickets from users via email. If the user wanted a status, they put the word "Status" in the subject line with their ticket number and the system sent them an email that gave them an updated status (a list of all the work/comments that had been added to the ticket) In addition, if they replied to an automated email
completed time to show as empty if request not completed
how can i get the completed date as empty if the request is not completed and i have to use the DATEADD function in the reports???? the completed date shows my default date value if the completed date is empty
server cannot start
after setup the server service cannot start. it starts loading loading then fails along the line. no error messages i supplied the sql server login with an account which a member of the built in admins eg. DOM\username with a password. why is this? thanks
Bizarre Wireless Mouse & Keyboard issue in SD+
This has got me completely at a loss so any helpful suggestions would be much appreciated. We're running SD+ 7015 and the problem exists on my client machine only (in IE7). I have a HP NC6400 laptop and a Logitech 660 cordless desktop (wireless mouse and keyboard). Whilst using the equipment with the laptop screen open, everything works as normal in SD+ However, the minute I attach an external screen (Samsung Syncmaster 943n), the mouse and keyboard stutter around (ie. stop / start movement or typing).
PO Workflow
Is there a way to configure POs so that the purchase order request can be sent to the purchasing department via email? It would be great if that can be done so that requests can go through the system and when approved to be sent to Purchasing for processing.
Responded Date & Completed Date
Dear All Whenever a ticket is closed, Responded Date & Completed Date have same values , which is wrong. the Responded date should be actually the call pickup time. Kinldy tell me what shuld I do if i want to know when was the ticket actioned for the first time. Also there is no report to fetch Avergas Response & resolution time
cant add Note
we just upgraded to Build 7013. When a normal user adds a not to a ticket they get the normal pop-up. They type in the note. When they click "Add Note" it brings up a seperate blank Internet Explorer window. The note gets added to the ticket but the user does not see that. It works fine in Firefox 3 but not in IE 7 or IE 6.
error message when deleting a product
Hi, I get this error message when trying delete a product from the list. Thanks, John
Bar Code Scanner Question
Hi, We have found a software that will interface nicely the Symbol MC70 with the Service Desk Plus but we need to know which tables are used for the inventory/Asset part of the DB. Is there any way that you can help us to show the relationship between the tables and the asset section of the DB in MS SQL version. Many thanks and keep up the great work. Regards, John
Approval button for Changes
I no longer see the approval button on the approval tab for changes. I have to approve the change, now, by editing the change and changing the status of the change to "approve for assessment" and so on. Anybody else seen or have this problem? Thanks Dean
Does ServiceDesk Plus require Microsoft SQL 2000 Server?
Hi, I am trying to figure out what ServiceDesk Plus system/software requirements are. Does ServiceDesk Plus require MYSQL or SQL Server in order to work? Thank you for your time. Bob
Add text to "Description" field
Hi guys, Being in a Danish company and wanting to have users log service desk requests in English (several reminders haven't worked ) I'd like to know if its possible, or will be possible in future releases, to predefine a text in the 'Description' field for the user to see when they log a request? I'd like to have the text 'Please submit your request in English' written in the field for the user to see before he/she begins logging the request . Thanks, David Petersen
Issue regarding department name when creating/altering reque
Hi, I have a issue, when I create a new request or alter a existing request. When I start creating a new request, I start typing in the name of the requester in the "requester" field, and shortly after the requesters full name pops up in a dropdown box. I press the "TAB" key, and the requester is selected. However, the department field is not filled. If I click the "Find requester" button next to the requester field, and locate the requester through the interface, the department field IS filled..
Scanning logic
Can you explain the logic of domain scan? --- At this moment I have following situation:I look at history tab and in "Workstation Scan History" section see that this workstation was changed several time(software and hardware). After investigation I think that is result of changing IP address. Is it true? What if all of our workstation received ip by DHCP? Will the history tab is useless in this case?
How to assign a report to a group or technician
We have a group of technicians who only have access to a certain category. We want them to be able to run specific reports for that category. We can create a new role and give them access to all reports for the group and assigned to them. But my question is how can I take an existing report and assign it to a group or technician?
Software License
Hello! There's any way to do a report based on ALL Software (managed only) and it's Licensed and Unlicensed installations ? I need to know the Software Type, the Name of the Software, the Workstations where the software is Licensed (installed) and the Workstations where the software is Unlicensed. There's some way to do this ? Thank you!!!
Updating a call
When trying to update a call by selecting edit then at the bottom of the page there is a box for "Reason for updating request" I add text in to the box and click on update request when I go to the History of the call there is no update date to the call. This happens with all our users of teh service desk.
New Requests not being saved.
We are running ServiceDesk 7014 on an MSSQL 2000 database. We have been faced with a problem since we were originally running 7005. After you have finished filling out the request details, when you hit "Add Request", the call is not logged and you are redirected back to your main page. This seems to be random, although the problem is getting worse. If the person continually tries over and over, most of the time the call is eventually logged. This happens with IE6, 7, and Firefox. It does not seem
Performance issue with workstation filtering
I am currently running build 7013. I have been doing some major cleanup work on our inventory lately, and with the workstation list unfiltered, it performs fairly well. I should point out that we have 650+ machines in our primary domain and about 20-30 in a secondary domain currently in the list. When I try to filter the workstation list to just the machines in the primary domain, it takes quite a while to produce the filtered list. And every time I flip to the next page in the list, it also takes
New to Software, cannot reach website
I have loaded and reached the site before to do some basic configuration but I am not familiar with the product enough to troubleshoot it correctly. I made a few minor configurations like download users from AD, deleted some departments, and added some techs. That's pretty muich it and the website no longer comes up. I am using the same address but it's jsut a blank page and it says done in the bottom left corner... I am at a loss. Does it use IIS? Or some other product like Apache? I know it uses
Where to change Software Categories
Hi, In my assets I also have all the Software found on the workstations. I can set a category for every software asset I have managed. However in this list of categories I only have these values: Database Development Operating System Game Graphics Internet Multimedia Accounting Others This list is not suitable for my company. I need e.g. Virusscan Office Tools ERP-System and so on. I have not found a place, where I can change these categories. Any hints? Juergen
Template ID020005 (like yours) may kapec
Where do i get a nice template like yours?
Help Bubbles...
We have the ability to add descriptions to the various fields of a service request, which is nice; however, I see no benefit to the requester. We regularly get questions from our end-users as to what a particular field is to be used for. We put this into the description field; however, the requesters are unable to see the description. Would there be a way to add the description field as a help bubble for the requester? Either a hover over or a small icon to click...
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
need help on this report query
hi i have written this query for extracting all requests closed and resolved for last month along with the pending request for a particular department. the results are fine except for the requests with pending status = yes, i want to completed date to be empty, it shows the format that i set. 2. second thing, how can the output the created date and other dates to just show the date and not time?? can any one help me on this, plsssssss??? my backend is MSSQL
Purchase Order Error
When I put my Sales tax percentage on my PO, the Add Item page places everything perfectly with 2 decimal places after the separator. however, when I get to the Preview page, you'll see, as shown in the attached image, that the system no displays 12 or more decimals places after the separator.[/img]
Please tell me
I want to buy notebook, please give me advice to choose what better. Apple MacBook Pro (ZOEC002P1) vs Sony VAIO VGN-AR61ZRU Why you think about this notebook? Excuse if I was mistaken section.
On-Call Rotation Calendar/Notification
We would like to see a calendar system added that would have the ability to show who is on call for that week as well as have it shown on the homepage with contact numbers when a user logs in.
Push surveys
In addition to the automated survey options, it would be incredibly helpful to have a "Send Survey now!" button which can be used to distribute your current survey to an e-mail address of your choice.
Template ID020005 (like yours) may kapec
Where do i get a nice template like yours?
Keep me signed in
Hi Everyone, We have just upgraded to build 7015 this week and since doing so the "Keep me signed in" function is not working for logon credentials. Any ideas? Cheers, Mike.
problem edit notification
Hello, when i try to edit criteria in Junk notification filter i receive the following message: FAILURE :Error while fetching the Filter Rules Details. Please report the problem to the system administrator, with the Error Code - 1.213.098.598.621. can you help me with that? We are using V 6010 MSSQL thanks Oliver
Rename Server
Is it safe to just rename the server that ServiceDesk plus is installed on or do some steps need to be taken before renaming? I'm running MSSQL 2005 Express on the same box. Patrick
autocomplete list for request creator
Hello, The drop-down autocomplete list for request creator suddenly not showing technicians name , only requesters !! what is the problem ? Thanks. Tarek
Filter with additional fields
i can't select a value from a additional field on the view filter window, i have to type it. There are some hotfix for this? Anyone can helpme. sorry for my poor english.
Purchase Order Approve Permission
Hi SD+ Team, I've a request regarding Purchase Order approve: I see that Approve Role is available only for technicians but not for users. In my case, for example, Finance controller is considered user, not technician: usually he approves our PO, not one of us (IT Techs). Is there any possibility to give SDApprove role to requesters? I think is the same thing like when you submit an approval to some user regarding a normal ticket, do you agree? Thanks Cesar
Service Desk Keeps locking up and will not update
I am running 7011 and it keeps locking up on me and I have to restart the service. I get no errors that lead me anywhere. In addition, I have tried updating to 7012, 7013, and 7015 and it gets to 98% and then errors and uninstalls. I have called tech support. I sent them a copy of my database and have not heard back from them.
Template ID020004 (like yours) may kapec
Where do i get a nice template like yours?
Hotfix 7015 Released
Hi users, Please refer to the forum link for Hotfix 7015 release. Issues fixed in this Hotfix : 1. Issue in viewing the request details of a closed request by requester if any of the user defined field is masked for the requester in the "request form customizer". 2. Error while opening attachments in Request Conversations. For more information please refer to the below link. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId= Regards, Srikrishnan ServiceDeskPlus.
Sites in Reports
I am trying to set up reports for workstations and setup a Custom Report. I tried to create a report so that only a certain "Site" was displayed although nothing came up in results. I then instead created a custom report to show all the details of every workstation including the Site field and they are showing as "Not Assigned" on the report. If I go back to the Asset List and click on a workstation it shows the Site correctly. The workstations are assigned to users and the Site is picked up by the
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