Purchase Orders - How do you deal with non-taxable items?
Hi, I'm currently using, Version : 5.5.0 Build Number : 5506. My question is having to do with Purchase Orders... Is there a way to have the option to make certain items not taxable when creating a purchase order? Also, how do you deal with credits? Thanks in advance... Lauren
How to respond to a request?
How to respond to a request created by a requestor? When I created a request using a requestor and assigned to a technician, then I logged in as technician and saw the request assigned to me. I selected the request which then gave the detail and history of the request. But when I edited the request, I always saw the "Responded Date = Not yet responded". Why the respond date is still shown as not yet responded eventhough I am working on it? Thanks.
mail server settings
we have had email fetching working for a long time and all of a sudden it has stopped we did the usual to get it restarted stopped it rebooted the server after a while and reloaded it then started fetching still no joy. then we decided to change the accounts password we did this still no joy also put the exchange servers ip address in and we are still getting the following error FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem
User being CC'd
Hi, We have multiple accounts being used to receive mails for different subjects that all end up in our helpdesk email account. Now, when we Reply to an email via SD+, it automatically CCs the email account that received the email in the first place. Example: An email is sent to our webpublish account, the email becomes a ticket in SD+ that uses the account Helpdesk. When our webpublish departmant replies to the email to clarify a request, the user and the webpublish receive the reply automatically.
number of techniciens
Hi, we have purchased a 5 technicien licence but we are having a problem with creating the 5th tech. as we get the following error FAILURE :Your license does not allow login access to more than 5 technicians Could someone explain what I have to do as I seem to remember reading that the "administrator" account wasn't counted in the tech. licences anymore. Thanks to all for a great software. Keep up the great work. John
Customize Purchase Order printed layout
Is it possible to customize our own layout of the Purchase Order? If yes, how do we go about doing it? Thanks
Cant start the service desk after a new installation
Hi there, Im trying to install servicedesk to a new server which already has some websites on it (albite IIS ones) and has some kind of Microsoft sql server service running on it which was installed as part of the SQL Server 2000 report services (would it clash with MYSQL ??) Anyway the page just will not load. There were no errors at all when I installed ServiceDesk. When I go to wrapper.log this is what I see... STATUS | wrapper | 2006/10/12 09:10:57 | ManageEngine ServiceDesk 4 installed. STATUS
Conditions
Hi, I'm currently testing the professional Edition Build Number : 5505 of the ServiceDesk ManageEngine and I'm having problems while setting the conditions for the SLAs or the Business Rules. If I set for example a condition: if the requester name is and I click Add, the condition is added, then when I save, and I re-enter to edit the SLA or business rule, the condition disappears.... Please advise on the possible reasons causing this problem. Thank you, Chady Saad
Reporting - Subcategory consolidation
Hi, Back in December 2005 someone asked for the ability to print report by "Main Category" He explained it well here: forums.adventnet.com/viewtopic.php?t=6739 Your response indicated that it was being worked on for future release. We also have a need for this consolidated report. Has there been any progress made with this? Thanks Jerry
HTML
Since upgrading to the latest version, whenever I click on Edit Support Call, all of the HTML formatting is shown??? any ideas??
Request confirmation
1. Is there ability to verify a request before it�s assigned to the end technician? Like there is a requester, his department director(s) and technician, before the request is being processed by the technician, it must be verified and confirmed by a director(s). 2. In inventory mode, is there an ability to automatically track assets reassigning from one user to another, like some kind of history.
We have come again with a new release........
The next upgrade pack with more than a dozen of features and bug fixes is out. The latest version is 5.5 (Build Version 5500). Its available here : http://manageengine.adventnet.com/products/service-desk/download.html Are you an existing user of ServiceDesk Plus? Then, the service pack is here : http://manageengine.adventnet.com/products/service-desk/service-packs.html Instructions to apply the Service Pack: 1. Shut down ServiceDesk Plus Server. 2. Run the script UpdateManager.bat (UpdateManager.sh
increasing the number of licenced users
Hi We have been using SD+ for just over a month on a 2-user licence. Because of its success I will need to increase the number of licences to 5. Is it possible to increase my current licence from 2 to 5? Thanks PaulG
Can't change language
Hi I have a problem with "Personolize" link .... After appearance for the second, a language changing tab is disappear ... and i see only a "change password" options ... I tryed with IE and Firefox to ...... And i need to know in what DB table i can change a language setting for specific user ..... Thanks!
URGENT - Purchase Order Logo
Hi there We've recently upgraded to build 5504 and so far so good, EXCEPT, that this morning we went to print off some purchase orders to find out company logo had changed from the usual National Starch logo to ACME helpdesk!!! The NSC logo is on the SD+ log on screen, it's on the top of every window, but NOT where it used to be on the PO!!! We need an urgent fix for this as we have a number of POs waiting to go out today. PLEASE HELP ASAP Thanks Helen
create two forms
Hello I am working at one of the college in UAE, I downloaded the software and our college deal with two types of helpdesk requests 1- Laptop requests And 2- Staff request And each form had some certain type of field is there any way to create two forms please advice thank you Regards klaithem
Disable browser launch at startup
Is there anyway to prevent the system from launching a web browser window to the ServiceDesk login page when you start ServiceDesk? Since it's being started as a system process, I don't want the "system" account launching any web browsers.
Change HTML Header for the browsers
I would like to change the HTML Header (title) from AdventNet ManageEngine ServiceDesk Plus to show our company name so our employees know it is our help desk. We have changed the logos but would like to further customize it. Please advise what steps need to be done to accomplish this!
Jump to Resolutions before closing a job
I am keen to keep the resolutions up to date and I want to force my Techs to use it but it is too easy for them just to close the job, rather than filling in the details of the job. Is it possible to configure SD so that when I click to close a job it either prompts me to add a resolution or jumps to the resolution page before closing. Thanks Andrew Loughnan
Notificaion Emails - Send upon new ticket
I was wondering if it was possible to do this. When a user creates a new ticket, for an email to be sent to X@Y.Z However, when lets say I create a ticket and assign it to myself only I get an email. Basically, when a ticket is created and is unassigned, notify X@Y.Z otherwise, dont. I want to be notified when there is a new ticket, but not when a co-worker creates one .
Microsoft IIS Integration
I found some older posts on IIS Integration that were were kind of old and really didn't answer my questions. Some of the posts I've read dated back to Dec. 05 and some stated that IIS integration was supposed to happen sometime Sept. 06. Can SDP use IIS as the web server instead of the native web server shipped with SDP? My SDP system run on Windows Server 2003. I am using version 5.5.0 Build 5501. I use https to access SDP internally The server I run SDP on as a fairly robust server. I am tasked
Stop Timer gone missing
Hi Since upgrading to 5501 I have lost the ability to Stop Timer on the Actions menu. If I ugrade to 5502 will this be rectified or have you moved the option somewhere else? Thanks
Tickets not re-opened when replied by user
We have a problem with Servicedesk Plus 5504. When a user replies to our e-mail the ticket is not always opened again. This is what happened friday: Request History [Notification History] Created by System on Fri, 06 Oct 2006 15:18:03 Operation : CREATE , Performed by : System Updated by Bas on Fri, 06 Oct 2006 15:33:54 Request Updated by : Bas Group changed from New requests to Request for change CREATEDTIME changed from 6 Oct 2006, 15:18:04 to 6 Oct 2006, 15:33:54 Technician changed from None to
Mail Server Settings - Fetching Mail � Deletion
Hi, The Helpdesk - Mail Server Settings warns that "During mail fetching, AdventNet ManageEngine ServiceDesk Plus will delete e-mail messages for the mail account in the mail server. Hence please create a separate mail account and alias it to this mail id" 1. Does this mean that, if i press "stop fetching" and "start fetching" email will be deleted. 2. When i re boot the server and the fetch process re starts, will this delete emails? I notice there is a note about aliasing, however there is no detail
Unable to replace image under General properties for reports
I have been unable to replace the "Acme Help Desk" image that appears on the reports in 5504. My image is 102x40 but it still will not replace. I have been able to import all of the other images just fine. Any advice?
Customization Requests
We would like to see some more customization options such as: 1. Customize the columns and statuses available in the Global View area of the Home tab. 2. Allow the Filters in the requests tabs to be customized. Include a filter for status. Thank You
Assigning assets
hi, something that i have noticed that would be useful to us is that when you go into asset summary, and you get a list of all your assets, would it be possible to have it so we can modify which coloums we can see for example we would like the barcode field becasuse the way we have our stuff set up is relied mostly on the barcode, but if we could customize the colums we want to be able to see that would be good the other thing is would it also be possible for us to have an assign to option on the
View Search Filter Always On
We would love to have the search filter option always stay on screen instead of always having to click the search icon to filter our requests to view.
Merge request bug fix
Love the feature Merge request, but the main request should not be able to close until all the merged conversations are closed. When creating the primary request perhaps this feature can be specified with a logical toggle check mark, indicating all conversations will have to be completed before it can be closed? Thank you. Robert Malsom
Assigning users
I have an question about sd+ We started using this software. Now we are assigning users to workstations. But every time when i search for a range of pc's like: c-0101 Results c-0101-01 c-0101-02 c-0101-03 I want to assign the first 1 when i did this sd+ takes me to all the desktops and doesn't stay with my results. So now i have to search again. I want sd+ to stay at the screen where i am and not take me to all the desktops again so i can do the search all over again. I know i can just hit the back
MSSQL Backend
We have SD+ and OpManager, and have OpManager configured to use MSSQL as the backend. It would be much better to have SD+ also have the option for this as well. Is there a likelyhood that this will be available in the future, and if so, is this something in the development cycle for v6, or before, or after ?
Reports for Reviews
I need additional fields to be added to the Reports so that I can have a report for my supervisor to review closed tickets by Tech. The Report needs to include the Date Requested, The Requestor, the Description, any notes on the ticket, the resolution and the close date. I can get everything else on there except for the Resolution. Can this be added to the Reports function?
Polish language support
We need support for Polish language. When would it be available ? We may help with translation -- Piotr
active directory import
I would like to know what exactly is imported from Active Directory i.e. I need to know can I import more that just the email and name? When importing from AD I need to be able to import the Department each user is in, at the moment we are editing each user individually at time of import which is time consuming. cheers
Multiple helpdesk accounts
Hi, I was wondering if you were ever thinking of being able to configure multiple email accounts rather than just aliases to the main HELPDESK account. This would be useful if when a business rule was created for (eg: "webmaster"), that all emails sent to webmaster would end up in the "webmaster" group. But then when the technicien assigned to that group replies, that the webmaster email address appears rather than the main HELPDESK email address. I think this might be something to have a look into
My Details tab
Hello As far as I know, searching around the forum, there is currently no way to disable the "My Details" tab from the requester's interface. Actually, we don't want the requester to be able to change his department for example, or the password, and we think that this option would be very useful to others too. When will this feature be present in Service Desk Plus ? We are very interested in buying this solution, but we need this option (and maybe some other minor things). And I think that the programming
Reports Access
It would be good if you could enable the Reports tab to specific users by creating a group and assigning permissions. The only way currently to provide managers with reports is to give them admin rights.. Can this be looked into please. Other than that, fab product. Carl
"Unpicked" notification delay
It appears that the notification for "unpicked" requests gets sent about 5 minutes after the ticket is created. Is there any way to modify this delay to, say, 1 hour? It would also be nice if the unpicked notification could be configured to happen repeatedly on some interval. Is this possible? On a related topic, it would also be nice if the "Request Overdue E-Mail" from the SLA rules could use templates.
Adding addtional fields in the time entry section.
I need to know if there is away to add additional fields in the time entry section. Reason, we purchase goods for the client and i want to break up the hardware cost and time spent is there a way to do this. Regards, Dean Attard
Problem Management
Is it just me or is Problem Management still missing? It has been planned for the "next release" for over six months, but every time I use the online demo or download a trial, I cannot find this feature. Did it get postponed (again) or do I just not understand how it is configured/implemented?
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