Ability to Add Requester Email Address Column in Requests pa
I am looking to add one additional column "Email address of requester" on the main requests page but cannot see how to add that. We have hundreds of machines and lots of our tickets are generated from cron, root emails so we need the email address of requester (from sender's address) to be shown on main requests page to easily manage/sort the requests from particular machine. Can this be done, If not can you add this as feature request with ETA? Any replies and attention to this appreciated. Thanks
SQL Report - Matching Workstation to its software.
Hello, For a little while I have been trying to create a custom query report that will give me a list of each workstation and the software that is loaded on it but so far I have not had any luck. Can someone help me out with this? Thank You Matthew
Acounts in servivedesk Plus
The ability to create accounts and merge contacts and contracts like in Support center.
public or private domains
Would it be possible to have servicedesk default to adding domain names as private domains instead of public?? This is a time consuming task to have to go throught the list of domains regularly and update the private/public flag so they all don't appear on the logon screen. I currently have over 110 domains that SDP has "found" and I only need one of them to appear on the logon screen. Also the sorting of the public and private in the windows domain scan list is faulty.
Email Requests - linking to Requesters in Service Desk
Is it possible to have email requests automatically linked/created againsts requesters which have been setup in Service Desk using the email address?
ASSET PROBLEM
Hi People i am trying to sort out my assets..... i have done the network scan that all fine the problem is that all the items have been labeled as work stations except a couple of printers it has seen the access points, routers, switches and scanning guns but i am unable to put them under the correct IT ASSET for router/swicth and things like that i dont know if i am being blind but i cannot see a change resource/product i could add a different grou for all these things but why cannot i not move
Total time spent query report
We have a report that shows the time spent by technicians in worklogs on requests that works perfectly but I would like it to show the total time spent in ServiceDesk Plus by including worklogs for Problems and Changes too. Is this possible? The query we have is: SELECT rctd.FIRST_NAME 'Technician',pd.PRIORITYNAME 'Priority',rc.MM2COMPLETEREQUEST 'Time Spent',rc.DATETIME 'Cost entry date' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID INNER JOIN RequestCharges
Subscribing to a request or notififying users
Is it possible to notify users of updates on a request. Not the requester or Technician, but a given user from another department? Say for instance, I want to create a request, and want a given employee from another department getting notified of updates on the request (also upon creation), is it possible and how do I do that? I hope it makes sense. Best regards, Allan
Unable to scan Vista computers unless I disable the firewall
I can only scan Vista computers if I disable the firewall. I searched the forums but couldn't find a solution that pertained to me. Suggestions? For the older versions of ServiceDesk and Windows XP there was a firewall exception that had to be created and that worked great for XP. It doesn't work for Vista though. Is there something similar?
How to delete custom field?
We added a custom field to Workstations called "Asset Tag". Your new system now supports a standard field for this and we would like to delete our custom field. Is there a way to remove this field (and its contents)? Thanks Jerry
Associate Scanned Software With Purchased Software
***My question is, is there a way to associate the scanned software with the purchased software, as well as the original PO*** In regards to purchased software versus managed Scanned Software... In the process of managing software, you create the PO and the PO asks for the software "Product Name" You enter the name of the software and then finish the PO, when it comes time you then receive the software into inventory, assign the software to the workstation, load the software onto the computer and
Sorting a report
I have created a report to list all of my active contracts and group by the contract status. The trouble is I would like to sort on the contract TO Date and retaing the format of the report. I ran a report query which did the extraction and sorting but lost all of the nice formatting from the original report. Any thoughts how I can merge the two methods to get the correct data, format and sory order. TIA Damian
Call for the Support
Hi I have been waiting for the call from the support but so far no call has come.I have been confirmed by the support engineer tht he will call me in 5 minutes.Can u pls call on +971-50-5500831.We are at the client place and it is bit urgent.\ thanks & Regards, Jignasu
ServiceDesk with Opera 9.2 and 9.5
Hello, I'm a fan of the opera browser in the workplace and I wouldn't want to have to change. Problem being when I go into a work order and click on reply, in the description where there should be the original email all I get it code. Deleting all the code and entering what I want to send, but unless I code it, no formatting is sent with it. I tried this with the stable current version of opera, and the new 9.5 beta. Anyone else here use opera? There's also several other formatting issues near the
Windows domain scan by Vlan, instead of the entire domain.
It would be nice to have the window domain scan just for selected vlans. Since servers wont be monitored using service desk plus and the desktops are on a different vlan.
Software Whitelist
Hello everyone I was just wondering if SD+ have the ability to make a white list for softwares. Installed of having to blacklist everything by hand. Also while i am at it I was just wondering how everyone manage there workstation software via servicedesk? Currently i have been to manually look through the software section of servicedesk to make sure no weird softwares are install on our computers on a weekly basis. And it is sorta tedious to go through so many different softwares.
Inconsistent change detected in date settings.
I'm running an evaluation of Service Desk Plus and OpManager. We do a lot of virtualization and I installed SDP in a VM (domU on xen for those that know what it is). This is part of our disaster recovery as well. We sync the servers to a backup site and we can bring up servers if/when needed. Anyway, I moved my virtual server running SDP to another host, similar to what could happen in a disaster. When I try to run SDP (and OpManager) I get this error: ERROR CODE : 527 Inconsistent change detected
How to set a group to modify Due Date
Hi, I Need to set privileges for a specific group of technicians so they can modify the Due Date, however, only SDAdmin Role can do this. Adding a new role doesn't work, neither editing an existing one. Is there another way to do this? Tks!!
Automatically rename subject
Is there an easy way to automatically strip out certain words from a subject? For instance we have a lot of subjects with Re: FW: Release-Authorised: (firewall release phrase) FAO: Helpdesk etc and I just want to be able to remove this so everything is easier to read. Cheers
tasks
Are then any current plans to develop tasks within SD+ We sometimes create tasks, either as seperate instances or linked to requests. Just wondering if and when any improvements might be made to this feature (eg adding extra fields, adding more statuses etc)
Changing the IP address of the SD+ server
We have been live with SD+ since April. We are now looking at moving the server that is running SD+ to a different IP address. We are running SD+ using an SQL DB backend. Is there anything that needs to be done in advance to make this move go well? Any settings in the Admin area that need to be addressed? Any batch files in the bin directory on the server that need to be run to make this happen? Thanks, Anton
Reply to messages via web portal
An user wishes to reply to messages or add comments to a request via the Self-Service Portal in addition to replying to an e-mail. This is so that they can reply when they have deleted the relevant e-mails. They cannot seem to do so at present. If there is a way of doing this please let me know otherwise please consider adding it to your roadmap of future enhancements.
Release Management Module
Hi, We are in desperate need of a release management module. it should integrate with Change Management on a 1 Release to Many Changes process. The workflow of the Change process is pretty close to what would be needed. This is mostly geared around production support and sysdev, where we bundle our changes together into one major release (where possible). thanks for considering.
Reoccuring Tasks - NOT PM Tasks
Please add the ability for regular Tasks to be re-occurring in Service Desk Plus. You've added it for Preventative Maintenance tasks, but not all tasks are directed at servers in IT. General tasks like "Update spreadsheets" or "run reports" are standard tasks that could re-occur multiple times. I don't see too much of an issue getting this feature added based on the fact that you can use alot of the same code you did for PM tasks, and add it to the regular tasks just pointing to the correct table
Date filter on custom reports
We need to generate reports for distribution that reflect which RFCs were approved during a CAB meeting, but our "date filter column" choices are limited when building reports. Is there a way to modify the filter choices? We would like to report on the "approval status" of the RFCs approved on a respective day. We'd like to do this without having to build a query report, if possible. Thank you!
Active Directory import- deleting users?
I have imported users from AD into ServiceDesk. We also have users in SD that are no longer in AD. If I do another import from AD (basically to pick up new users). It states that users will be deleted, will this be only the AD users, or will this also delete any other users I have in SD, that are not in AD?
New Install - Startup keeps looping
I just installed ServiceDesk and am running into a couple issues. During the install I specified MSSQL. I created a shell DB figuring the SD will create all the necessary tables etc. when the service attempts to start it just keeps on looping until I manually stop it. In the task bar there are many instances of the SD attempting to start. I tried to click on the �changeDBServer.bat� file. When I do I receive the message in the picture I�ve attached. Any ideas? Thanks
roadmap/new features
I recently ebnuired as to when 'tasks' in SD+ might get an overhaul to make them more useful. I was directed by servicedesk support to go to http://manageengine.adventnet.com/products/service-desk/roadmap.html this is interesting, but what would be really helpful is if this page was updated. I notice the 7.5 release is tentatively scheduled for June. However on the same line of text it says last updated 21st feb 2008 I know the SD+ guys are being asked for lots of features/fixes throught these forums,
Further report anomalies
I have scheduled reports that run at 6am on the first of every month, and I doiuble check these when I get in in the morning, which this month was the 2nd(I am the first in office, and there is no possibility of others closing requests prior to my manual reports. Here is the funny thing, between running the reports I get different figures Completed requests by priority 0600am 01-06-08 = 1215 Completed requests by priority 0912am 02-06-08 = 1258 Requests by Group 0927am 02-06-08 = 1269 See attached
Standard forms login with AD pass-through auth
Hi, I am planing on an install, where it would be nice to allow pass-through authentication to my Active directory domain. The users who will log on to the SDP website, will mostly be external users, thus there computers will not be in the same domain. Therefore I would perfer getting the "regular" form based authentication, rather that the one IE presents for login. Is there anyway to force the regular SDP login page to appear, without having to login to the domain first... I hope I made myself
ServiceDesk Plus DB
Which verison of Microsoft SQL does SDP support can I migrate from MySQL to MS SQL 2005?
Report on all changes to assets (non-IT included)
Hi all, I am evaluating ServiceDesk Plus (and AssetExplorer). We have a large number of non-IT assets, specifically CD-Radios, PDA's, etc. that we provide our courier fleet. This equipment is installed and uninstalled from vehicles as drivers start or leave the company. Or, is removed for repair. These changes occur fairly frequently. Is there a way to report on all changes to an asset such as this? My thoughts were a report that captures date and changes. For example: Asset Name = CB-Radio-1 Asset
SLA Reporting / Subscribe to a request/ticket
Hi there, I'm currently evaluation ServiceDesk Plus, and I only need few things to be clarified before I make my decision. First question: I have two groups defined and wants to know how these two groups performs every week, according to the SLA. So every monday, I would like to know how many percent of the requests/tickets was finished within the defined SLA. An example output could be like this: High SLA = 86 % Normal SLA = 100 % Low SLA = 55 % Is it possible, and how do I do this? Second question:
Report Error/Query
When I run the Report: Reports by completed requests requests>>completed requests by department I get results of all departments that have 7 or more requests closed, but the rest which is a reasonable proportion of total get calculated in the OTHERS total. Can I get all the departments shown in this report without having to trawl through the xls spreadsheet to manually determine which departments had requests closed in the calender month/period. Hope this makes sense and can be easily changed?
Auto assign Tasks
Hi Team, We have created a Request Template and added a bunch of tasks to it. We would really like it if when the request is raised using this template that the tasks are just assigned to the same technician who has the request assigned to them. Is this currently possible? If not, is it something that could be included in the future? Perhaps a check box on the template that says auto-assign tasks, as in some instances you would not want this. Cheers, Mike.
Auto Assign Tasks
Ability to auto assign tasks to the technician dealing with the request. When creating a Service Desk template you can create the tasks and tick a box to have them auto assigned to the technician that is assigned to the request.
"Remind User" Button on sent e-mail responses.
When a support technician sends a reply to a user who has raised a ticket, the user may forget or not even notice that they have had an e-mail response. I would like the option to effectively "re-send" the e-mail in the event nothing is heard from the user after a set period of time. The idea would be that when you expand a e-mail to list it's contents, a "Remind User" button would be displayed to give you the option to re-send it.
User driven ratings and comments for solutions (web2.0 features)
I thing PR of Self-service portal is headache for all IT managers. Empower it with web 2.0 features and make some gadgets to show tip-of-the-day on another web pages - on existing enterprise intranet portal. Also IT men need some statistics about how often users visit self service portal, what they search and many more (usual SEO business tasks and info). SS portal should be easy and fun to use - instead of this we'll continue to service phone-calls.
Option to modify request number limiters ## in mail subject
When mailing between two service desks, request number in mail subject, limited in same signs ##, force both SD to attach message to wrong ticket.
Advice for Query report about Response time (non-office hr)
Dear Support Recently i am working on a report about Technician Response time and Time spend on a request. And some other time related value.. Assumption : Our Operation Hour is 09:00 - 18:00 Time spent on request (wo.timespentonreq) is work fine as it is a build in value where i know there are some rule applied on the counting (Will not count on those non-office hour time) While for Actual Response Time (wo.RESPONDEDTIME - wo.CREATEDTIME) , it works fine if both happened in the same day. eg. the
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