How close the ticket by e-mail?
I want close the ticket by e-mail. Can i make this? How?
New Version 8 of Service Desk Information
Hello all is there a section on the service desk website or forum that gives a up to date list on what is happening with development of servicedesk. Including times lines etc, of development and new features. As I have heard in many different things in different posts about new features etc coming out. Please can we have a area we can all look at and get updates of progress etc. I have heard about archives of requests, new PO System re-write (Badly needed) and contracts and being able to import licence
Change closing rules
Is it possible to have different closing rules for different change types ? SDP out of the box has change types of 'standard' 'minor' and 'major'. Standard changes auto approve and by definition (in my view) do not necessarily need the same level of detail (closing rules) to be completed before being closed. For example a standard change might not need a review, or rollout plan. As an aside - your product is ITIL aligned but the change types you use do not match ITIL v3 - they should be 'standard'
how to relate Asset to SLA rules
hi: there is a problem. When i add a new request there is no option "Workstation Name",but only option "Asset". But when i define SLA rules, in the option "Select Criteria" list,there is a item "Workstation Name",no item "Asset". What should i do,when i want to relate "Asset" with SLA.
"Log on to Box" change please
Is it possible to change the default "Log on to" box please. This has always defaulted to -- Choose --- and is slightly annoying considering we only have one domain so is useless. can we please have the option to either remove this and set a default or allow us to change the -- choose -- to the domain of our choice. Thanks in advance Paul
customizable fields
that staffing requirements and are customizable by user I want to appear for a category x fields or if I want a user can see a template and one can not see
Mapping AD Fields
I wanted to see if ServiceDesk had the ability to map specific fields in AD to fields within the application. For example, I would like to populate the location of assets and workstations from the "location" field specified for each user within AD who is the owner of a specific asset. Thanks very much, -Erik
Can't see Status on printed PO
First, there is no direct print button on the Print Preview of a PO. Next, once the PO has been printed, you cannot see what the status of the PO is on the printout. The printout also looks terrible. The grey areas are boxed out with white. Very unprofessional looking
New Build 7016 or 7.5 Release?
Can we expect a 7016 or similar hotfix or are all things now on hold for the 7.5 release which was tentative for June 2008 in the roadmap. Is that still on track? Is there a beta release of 7.5 to be involved in testing for? Regards, Andy
PO attachment error
Hi, We have just installed the free version od SDP (latest build as of today) Tow things are not working: 1- I cant import a JPG image as the logo.Please see the attachment for error details 2- The second error is that we can't see the pdf attachment after a PO is to be sent to a vendor.The email is received by the vendor but without any attachment We can't preview the attachment file while sending the PO.Please see the attached error message Thanks
Purchase Order - Problems
2 issues with the PO system. 1 is related to one particular PO. -When we try to receive the single item in this PO it receives it fine but it does not close the PO. I have tried this several times. The PO cannot be closed. NO error is generated. SDP acts normally as it does when item is received and PO closes after that. second issue. When printing a PO - firstly there is no print button in the PO Preview field. The printed page does not show anything next to status. For obvious reasons this needs
Purchase Order Error #2
Following my first post, when the decimal places are run out to the 12th or better place, I removed the sales tax calculation and added a price adjustment to cover sales tax. As shown in the attached image, note that the last 0 of the 2 digit decimal place is cut off now, if it is a zero, otherwise it shows fine.
Tuning in 7011
I have been out of the loop for a bit. Is it possible to tune the db and such in SD+7? If so how? The old v6 startdb.bat script doesn't seem to be the same in 7.
Tasks
Just started looking at tasks properly (SDP Not yet live). They have always looked very promising. However, it seems that when you receive a task, you have no idea which request ID it relates to ????? Nothing in the task or the email. Am I missing something ?
Solutions Migration
Hi, When we switched to SDP 7 from 6 using a clean install we tried to migrate the solutions as stated in the http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002669139& topic. Unfortunately this didn't work quite well, because now we have solutions with no author that we cannot access, some solutions have authors which are requesters, etc... Is it possible to delete all the solutions that have no author (maybe by running a query) and then import them by hand?
How To See All The Closure Comments Submitted By Requester
Is there an easy way for me to see all the 'close accepted' comments that have been submitted by requeters after they accept the closure of their tickets? I know I can visit each closed ticket in turn, but I'd like to get a single list of them all. I can't find a report that will give me the info needed and have no idea how to setup a query which I would imagine is probably the best way to do what I need. Cheers John
Restrict Access to Requests
Is is possible to restrict access to certain requests so that they can only be viewed by certain users/groups? My It Manager has listed some requests as confidential, but the requirement for accounting for techs' time means that all requests must be put into the system...
Notification/Escalation Off-Hours
Is there a way to configure a notification based on when the request is opened? For example, I want to receive an e-mail notification if a user opens a request outside of our "Operational Hours" configured in ServiceDesk.
Restoring database to TEST environment
I have just built another server to be used as a TEST environment for patches etc. Now the build went not too bad(7005), and is now up and running, my issue now is that when I execute restoreData.bat(after stopping service) and browse for the recent backup and start the restore, a command box comes up and goes through the process of restoring(takes about 3 minutes) And indicates that the db was restored successfully? But no data is there when I login? What have I missed?
Survey problems 7.14
When the user runs the survey and click Submit. It forwards to another page. Welcomenull, Please help us to improve our service by participating in this brief survey. And from that page you can�t do anything. I use 7.14 with SQL server 2005. Please Help
Can�t add licens to a Manged Softwsre
When we try to add licence to a software that was discovered under a domain scan on the computers we have some problems. We can add licence when to software, when there isn�t so many off it. But when we try to add licence to, for ex. Office 2003 and Windows XP that we have on all PCs, nothing happends when we point the mouse to the Action button in the software window. This is a big problem that we need help with.
Robo Technician and case closing
Hi, We have purchased Robo Technician to speed up password changes. At the moment, all technicians have to complete a Job log indicating how much time was spent on a job before closing it. This means that the robo technician cannot close a case because it cannot fill out the job log. We get the error message: WARNING :Password changed successfully.New password is - xxxxxx Request Closing Rules violated. Request cannot be completed. Please fill the following fields -timespent How can we fix this.
Close existing request via email
As I understand it emailing in a request with a rule to an existing call can't change a request status to 'closed', as it involves processing the inbuilt business rule to append to an existing call. The inbuilt rule to append to a call works in a different way from what I can see as it creates a new call then merges it in with the existing call as a conversation. I'd like to be able to close a call via email with something as simple as "CLOSE REQUEST ##xxxxx##" in the subject line. This would execute
Security Vulnerability
I have found what I consider a significant security related issue with SD+. Enough that it is changing the way I use the product until there is a fix or change to the software. I know some companies prefer a heads up prior to a public disclosure of a security issue with their product. However, I am of the opinion that the customer should be quickly informed of a vulnerability so they may mitigate. Adventnet: Who is the best contact at your company I can disclose to? SD+ Users: After I've disclosed
change Status issue
We have added the "in progress" status to our list of "Change status too" drop down list. In the admin section this clear says to keep the timer running, however when we apply this it closes the job rather than keeping the job open and showing the changed status. Subsequently we cannot see this when the shown filter is set to "My open or Unassigned". thanks in advance Paul
Ask for permissions leveling at branches,
Dear SDP Support Team: Please open the attachment for business model in Vietnam, but also I think common over global. Normally we can have only Admin and Technical rights (2 levels) with SDP 7.0. However with customers they need more than 3 levels of administration as attached, so could you pls advice how to apply their business requirements into SDP workflow? This is very important feature that without it, customers can not manage their IT Team activities (also same scenario with asset and PO management),
Network Scan with SNMP
What do i have to do to get the Asset Serial No and the model off printers when i scan the network using SNMP. I do get the Printers name and the Produkt name. Is there a way to do this ?
Apply proper licence
Hi I have moved the helpdesk to a higher spec model this weekend and have install SDP 7015 on the new server. After backing up the data from the production server (which is also running 7015) and re-importing the data into the new server I apply the licence file (emailed to adventnet today) but i get error "apply proper licence" Please can you take a look at the licence and see if it is damaged please. Regards Stewart
editing the 'department' field in an existing request?
dear all, I'd like to edit (change) the 'department' in an existing request. This field is not a drop-down-box but generated by ADS (I guess)? Is there another possibility to change the department though? I could do it by changing the requester, but that's not a good solution... thanks for any input!
Lost Workstation Additional field data
The company I work for recently upgraded to ServiceDesk Plus 7.0.0 Build 7013. One major problem that has occurred is that the Workstation Additional fields that we had did not carry over to the new version. This is a major issue because we had information contained within these fields that is required to charge different departments for the equipment ordered, audit information, and billing information. Some of this information was only contained within the ServiceDesk software. How do we get this
Contract Module: "To View" instead of listing alp
In the SD6 Version I was able to view contracts in the contract module by when they were going to expire. In SD7 it is now listed alphab. so it much hard to quickly see when contracts are coming up for renewal. Is this going to be fixed? Listing alpha. is kind of useless. Thanks, HoopD
Asset Scan - Local workstation accounts
Hi, I was just wondering if it's possible for the asset scan to retrieve a list of local accounts configured on domain machines, or to list the accounts in the local Administrators group? Cheers
Un-necesarry Notification E-Mails
We find the notifications very useful, however the system generates some that are quite frankly pointless, and does not send some that would be useful. When a technician logs a call and assign's it to himself, receiving an E-Mail saying a call has been logged to the technician is pretty redundant, the web interface knows which technician is logged in so surely it is a simple matter to suppress this particular message. The same also applies to a call that is e-mailed in, if a technician forwards an
Reporting query and help
I would like a report that shows me the average time each technician has spent on requests by priority. I am failry sure the query below does this to get it I - Created a Matrix Report for requests - Showed technician down the left side, priority across the top and Summarized columns by average of Time Spent - I then filtered to show only completed requests for last month This is the query I get when I show query from the result. Can anyone - Confirm to me that the results should show in hh:mm:ss
CHange requester on a ticket?
After our data import into Service Desk, some of our tickets did not have the requester mapped over quite correctly to our AD users. Is there a way for me to change the requester on a ticket? Thanks, Mick Reese
Make Request Hidden/Private?
Is it possible to make a request hidden or private so that only a particular tech or admins can see it?
Request not being closed when using email link?
We've finally got our implementation running, but seem to be having a problem allowing the requester to close the ticket once they receive the email that it is in resolved state. They click on the link, which brings them to the Close Request page. Nothing happens when they click on the close button (the request stays in pending state) Is this a problem? Or something I missed in configuration?
Report - Category changed post-request
Is it possible to track in any way requests which have been recategorised after they were logged? We're implementing a new install of SDP and want a way to track how effective our categorisation scheme is.
Issues in 7015
Print Preview button in PO module still not working when creating a New Request - phone number for Requester does not show up please help thanks
Addition to Available column in Reports
Is it possible to add subject matter in the "available columns" when generating a custom report. This would be handy for generating engineer sheets. Plus a print facility for when viewing requests as a quick report as a the moment i have to copy and paste the contents of "MY open or unassigned" into word to print these off. Thanks in advance Paul
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