Wildcart in report
Hi, I failed to find if I can create a report and set the field values to a 'wildcart' I would like to create a report selecting a timeframe so from and to should be able to be selected on runtime and in our case a assigned to (also choosable when you run the report) That way when you run the report it would ask you somehow for start / end / assigned Is this possible? Thxs! Frans
mysql query
Hello, we are in the final stage of testing. Can we get table list with description of each table. That is only for main tables like workorder, table were requesters are stored, assets and other main tables. So we can make custom queries from SD+or from mysql gui. thnx
Barcode scanner/writer/ for asset & inventory Config Ite
Hello i posted a message last week which seem to have been deleted,i was asking for help or advise on what Barcode scanner/writer or reader to by which would be compatable our the Adventnet ManageEngine helpdesk tool,and how others use it,because we have to manually do a Inventory next month we would like to have some recommandations on what we could get that does the job, 2. We would like to know if we can change the field in Admin -tech-"cost per hour " to cost every 5 min on the phone with a user.we
Contracts
Once you've created a contract you do seem to be able to go back and edit it and add an attachment. I would have thought this should be possible Regards David
Category reorganization
Hi I need to reorganize category list, what will happened with old request (i mean their categories) if I delete old list and create new one ?? Regards Bart
Technicians don't see request of the group
Hi; I have two user in one group of technicians. "general" is assigned to one of them but the other one doesn't see those requests and the same in the other way if a request is assigned to the other technician. What's wrong?
Edit Product Type
How do you edit the product type in the inventory. I dont want to have to import via csv again to change one thing.
Inventory Assets on import default to 'Is Leased' NO
1. Inventory All my assets in the system at the moment are leased. When I view from the Inventory tab, the default for 'Is Leased' is NO, and the 'lease expiry date' not populated. Is it possible that when assets are allocated to contracts under the contracts area, that it should populate this view in the inventory -- since the contracts area is really where the leasing / date information is stored.
Viewing Contracts - not in alphabetical order
Contracts. When viewing contracts, I would expect that the order would be in ascending by Contract name. My contracts are called Lease 77, Lease 78, Lease 80, Lease 82, Lease 79 but they are not all sorted in Alphabetical order (as from the example above).
Domain Scan
Hi all, I'm currently running a trial version of SD+ to evaluate as a replacement for TrackIt. One issue i'm having is on performing a Domain Scan of our workstations, when running although it is finding the computers fine, the IT Service Desk starts getting calls relating to PCs unable to connect to network drives. Has anyone else experienced these problems with a scan? thanks Sean
Active Directory Import failed
Hi, I just installed the Free version of ServiceDesk Plus 5.0 build 5010. When I tried import user from AD, it's 100% failure. Is that because I am using a Free version?
Domain scan problem
Greetings I`ve got a problem with domain scan in branch offices, which are connected wit VPN tunnel (ping is ok). fallowing message occur " No response from workstation" (??) Regards Bart
Cannot creat Custom Reports for last year
Wanted to generate a custom report from 01.12.2006 to 10.01.07, but couldn't select any date prior to Jan 1 2007. I get "Stack fliow at line: 1706
ME Helpdesk keeps degrading and crashes
Over the last few days, I have had to restart the Manage Engine service 4 times due to a degrading of the product. The performance starts off ok but gets worst as the day goes on. I have a two user license and we use it consistantly. every few hours it crashes and needs to be restarted. Thoughts?
SD 5.5 doesn't start after AD domain rename
Hi, last friday we change our Active Directory domain name, since then the Service Desk service keeps trying to initiallize, it doesnt show any error but the loading bar is stuck at 90%, the service never starts at all. Our version is 5.5. Thanks in advance
date and time
Can the date and time be shown in a column when looking at call notes. at the moment you have go into each note to see the date, very annoying!! cheers Peter
web services & rss feeds
.. to help with integration with intranet sites etc, listing recently added solutions via rss etc.
Leaving Note when Assigning
Feature request: It'd be nice to be able to leave a note along with a request assignment. That way the tech can know why they are being assigned a request.
Approval process for Solutions
it would be useful if the solution system would include a process for peer review before proposed solutions are accepted. This would help prevent incorrect or blatantly misleading information being tagged as a "solution." The last thing we want is a incorrect solutions creating more harm and confusion. Thanks, Dirk
Attach documents to assets
Hi, We are currently scanning all documents related to each new asset that we acquire: delivery note, invoice/receipt, warranty. It would be nice to be able to attach these documents to each asset in the Inventory section of the software. So, for instance, if I open up the Asset Details for a printer, I will be able to click on a link that will open the scanned delivery note or invoice, etc. Is this a feature that's forthcoming? Thanks, Jomelle
Are you sure?
It has come to my attention that it would be beneficial to have a follow on pop up when posting notes and selected option "Show this notes to Requester also" pop up should read something like; "Are you sure you want to post this to the Requester?" Y/N
pick list of common request and faqs
Wouldn't it be great to have a pick list from the main page that lists common requests or FAQs (could be dependant on category) so that technicians dont have tro keep on typing the description in for repetative requests.
Need access to other Notification templates
We are testing the escalation of service requests; however, the email that is sent to the person getting notified of the escalation is not very intuitive... 'Request Overdue E-Mail' is probably not appropriate. We would like to be able to administer a template for escalation notifications and any other default notifications that are sent.
Another update to 5.5 Version. Build version 5506
Hi All, Here comes another update to 5.5 version. The latest build version of SD+ is 5506. You can download the same from here: http://manageengine.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_5_5_0_SP-19_0.ppm Issues fixed in Hotfix- Build 5506: * Closed requests are not opened when a reply is received from requester is fixed. * Columns are not shown properly in "new request" form is fixed. * Add solution button is not displayed in the New Solution's page
Changing Column name on Report
Do you know if it is possible to change the description of columns in a custom report ?
Possibility of interfacing with other system
Hello We have an external helpdesk that take the phones calls of users having IT troubles. They send us emails listing the troubles, and our local team solve them. We are looking for a software that could integrate the emails automatically and create incidents, then the IT team could use the software to dispatch incidents, keep an history, etc... We don't need the users to use this soft, it would be only for the IT team. You software seems great, but i would like to know if there's a possibility
Request Filters
I have recently added some new Request Status's to SD+ and can't find a way in which to modify the filters on the request page to be able to show requests under the new status codes. Also this is affecting the Global View in the Home screen which doesn't seem to have an option to modify or display the new status codes in the table at the top left. Is there anything I can do to modify these things?
Reports not working
Hi there We have been running SD+ forabout a month now, but every time I try to run a report it tells me there is no data avalible. Is there a service or something we need to have running in order for the reports to work?
Request Filter view - can you customise
I have added a new status ie. Resolved. and would like to be able to select from the dropdown to view All requests in Resolved status. How can i do this. Thanks
mobile number displays in new request
Hi. I'm using SDP 4.1.0 Build Number 4108 and have imported users from AD. I've noticed that if a requester has a mobile number available, this number is displayed in a new request instead of the number in the "phone" field. However, if there is no mobile number, the phone number is displayed correctly. Has this issue been previously addressed? Thanks, Amy
AD Query
Hey Guys, I would like to produce a report using SD to query AD. I would like to pull out all details of user accounts on our network. I require, Name, Job Title, Telephone Numbers and department. Can anybody help? Maybe a SQL report? Cheers George
Consumable Management in SD 6.0
Dear Support, Can we have some solution to manage consumable (Such as Cartridges, Toner, etc.), because, the existing service desk we do not have any option to manage the consumables, the process as follows 1. Users from any department requesting consumable from IT Asset for their printer 2. Consumable are available in IT Store. 3. I have to issue the consumable for the same request. 4. Every month end i have to provide a report to finance for the consumable issued to each department. 5. some users
Additional Fields - URL
It would be nice to be able to add a URL field to Assets... We would like to be able to add the URL for our printers, which would let us manage them right from SD+.
Search Vendor
Dear all, I plan to have, hundreds of vendor. How can I Search Vendor ? Regards, Flow
Problems connecting with linux PC
Hello, I have a problem scanning a linux server for the inventary. The message shown is : "Connection to RPC server in the workstation failed". I have set up a telnet session. I wonder which configuration parameters should I modify to find that server, or any alternatives in the protocols/ports to use. I've already followed these steps: admin -> network scan (with the address, user and password) Thanks all.
Email Fetchin
We use email & voicemail for service requests; however, we can only fetch from one mail box. It would be nice to be able to fetch from multiple mailboxes. Right now, I can only poll from one or the other...
Request Form Customizer
Currently & in v6.0, it looks like the Request Form Customizer is a global configuration, and will affect all forms/request templates. Also, it looks like the Request - Additional Fields is a global configuration... We would like to see the ability for each Request Template to have its own form customizer ad additional fields configuration.
upgrade path
What is the upgrade path? we own a license for version Version : 5.5.0 and would like to upgrade to version 6 or a service desk that has the assetexplorer built in Is assetexplorer going to be part of servicedesk + ? can one upgrade version 5.50 to use asset explorer module? btw: mail sent to support@assetexplorer.com just bounces back
Re-Opening a request - Notification
Unless I am missing something, shouldn't the technician be notified if the ticket is re-opened?
Feature Requests For Service Desk
Hey Everyone, Here's a few features I'm wondering about and if they'll be in SD 6 or able to be added at some point. 1. Optional Notification Rules. For example, I'm in the IT group and we have the rules setup to email the requester when the ticket is closed. Another group, Logistics, does not want that option. Can this be added? 2. Optional ability for users to see their own tickets. This is sort of like the first rule. In our case, there may be times when confidential information entered into the
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