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    ManageEngine ServiceDesk Plus Hosted

    IT Discussion
    manageengine zoho service desk plus helpdesk saas
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    • JaredBuschJ
      JaredBusch
      last edited by

      I did not import tickets, but since you have no raw DB access, you have no way to fix this.

      I did test the hosted solution but we decided to go local.

      On the local install, I wanted to set the ticket # to start at 500 just because I had some tickets i wanted to import. I checked their forum and found a refernce to set a value in some table to 500 and then the next ticket would be 501.

      Did not work then suddenly 3 weeks later i went from ticket 103 to 501. No changes on my side, but something caused it to kick.

      coliverC 1 Reply Last reply Reply Quote 0
      • Q
        QDesk
        last edited by

        As we at Quixotic are working on a helpdesk, I'm interested in this issue. You want to have selectable IDs? Is this so that the ID field will be able to reference an external system using a consistent ID?

        ? 1 Reply Last reply Reply Quote 0
        • ?
          A Former User @QDesk
          last edited by

          @QDesk said:

          As we at Quixotic are working on a helpdesk, I'm interested in this issue. You want to have selectable IDs? Is this so that the ID field will be able to reference an external system using a consistent ID?

          Any screenshots yet?

          1 Reply Last reply Reply Quote 0
          • Q
            QDesk
            last edited by

            Not yet, but getting closer. Will be a few weeks before there is any hope of screenshots.

            The MVP is going to be pretty bare, but we hope that a few people find it useful. That's really our initial target, getting an MVP out the door.

            1 Reply Last reply Reply Quote 0
            • coliverC
              coliver @scottalanmiller
              last edited by

              @scottalanmiller said:

              I must be missing something. Why "should" the ticket be 1508 and not 1?

              This is the last number from the tickets I imported. Now when a new ticket is created it starts at ticket 1 instead of the last submitted ticket (from the old system).

              scottalanmillerS 1 Reply Last reply Reply Quote 0
              • coliverC
                coliver @JaredBusch
                last edited by

                @JaredBusch said:

                I did not import tickets, but since you have no raw DB access, you have no way to fix this.

                I did test the hosted solution but we decided to go local.

                On the local install, I wanted to set the ticket # to start at 500 just because I had some tickets i wanted to import. I checked their forum and found a refernce to set a value in some table to 500 and then the next ticket would be 501.

                Did not work then suddenly 3 weeks later i went from ticket 103 to 501. No changes on my side, but something caused it to kick.

                That sucks... there is no way for this to work... how odd this seems like a feature that would be fairly simple to do. I should probably open a support ticket then.

                scottalanmillerS 1 Reply Last reply Reply Quote 0
                • scottalanmillerS
                  scottalanmiller @coliver
                  last edited by

                  @coliver said:

                  @scottalanmiller said:

                  I must be missing something. Why "should" the ticket be 1508 and not 1?

                  This is the last number from the tickets I imported. Now when a new ticket is created it starts at ticket 1 instead of the last submitted ticket (from the old system).

                  What's wrong with that? It is purely a database ID field, it only needs to be unique. It doesn't represent anything.

                  coliverC 1 Reply Last reply Reply Quote 0
                  • scottalanmillerS
                    scottalanmiller @coliver
                    last edited by

                    @coliver said:

                    That sucks... there is no way for this to work... how odd this seems like a feature that would be fairly simple to do. I should probably open a support ticket then.

                    Not easy at all if not accounted for. I've worked on systems where people started applying "human meaning" to database ID fields and if it isn't accounted for (by faking the ID fields and hiding the real ones from the users) it can be a mess.

                    1 Reply Last reply Reply Quote 0
                    • QuixoticAndyQ
                      QuixoticAndy
                      last edited by

                      QDesk will be also a hosted solution, and it's designed with configurable IDs, specifically so we can support features like imports.

                      1 Reply Last reply Reply Quote 1
                      • Q
                        QDesk
                        last edited by QDesk

                        We definitely want to address issues of flexibility like this. As a new system, we have to assume that all of our users will be coming to us from other systems. Spiceworks being one of the better known of them.

                        1 Reply Last reply Reply Quote 0
                        • coliverC
                          coliver @scottalanmiller
                          last edited by

                          @scottalanmiller said:

                          @coliver said:

                          @scottalanmiller said:

                          I must be missing something. Why "should" the ticket be 1508 and not 1?

                          This is the last number from the tickets I imported. Now when a new ticket is created it starts at ticket 1 instead of the last submitted ticket (from the old system).

                          What's wrong with that? It is purely a database ID field, it only needs to be unique. It doesn't represent anything.

                          How are they unique in this case? I already have a ticket #1 from the SW tickets that I already imported. So creating another ticket #1 would break the table wouldn't it? How else would I keep track of ticket numbers?

                          scottalanmillerS 1 Reply Last reply Reply Quote 0
                          • scottalanmillerS
                            scottalanmiller @coliver
                            last edited by

                            @coliver said:

                            How are they unique in this case? I already have a ticket #1 from the SW tickets that I already imported. So creating another ticket #1 would break the table wouldn't it? How else would I keep track of ticket numbers?

                            Oh, I misunderstood, the SW ticket, when imported, is #1 as well? Now that is odd. Something is messed up then. You are sure that there are now two of the same number?

                            coliverC 1 Reply Last reply Reply Quote 0
                            • coliverC
                              coliver @scottalanmiller
                              last edited by coliver

                              @scottalanmiller said:

                              @coliver said:

                              How are they unique in this case? I already have a ticket #1 from the SW tickets that I already imported. So creating another ticket #1 would break the table wouldn't it? How else would I keep track of ticket numbers?

                              Oh, I misunderstood, the SW ticket, when imported, is #1 as well? Now that is odd. Something is messed up then. You are sure that there are now two of the same number?

                              Yep, one is closed and one is open... which I assume may have started the issue. Although I would hope that the ticket number is unique throughout the database. The next unique number would be 1508 (I think) so that should have been the next ticket number. I will open a support ticket tomorrow to see if it is something on the back end that needs to be resolved.

                              1 Reply Last reply Reply Quote 0
                              • scottalanmillerS
                                scottalanmiller
                                last edited by

                                Now I see why it is crazy 🙂

                                1 Reply Last reply Reply Quote 0
                                • gjacobseG
                                  gjacobse
                                  last edited by

                                  i've got the hosted version running, and for the most part it is running find. I don't have any real complaints. Now my Users do..

                                  They can't sign in to view their tickets,.. mainly because they don't have a URL or user accounts to. And I don't want them to have accounts - but the ability to tie in AD is nice. It occurred to me and I don't know about it yet as I can't work on it after hours (story for a case of beer).

                                  Can you tie MESD+ into the O365 AD?

                                  1 Reply Last reply Reply Quote 0
                                  • scottalanmillerS
                                    scottalanmiller
                                    last edited by

                                    But it CAN do that, right? So the issue is with how you've set it up, not with the service?

                                    coliverC 1 Reply Last reply Reply Quote 0
                                    • coliverC
                                      coliver @scottalanmiller
                                      last edited by

                                      @scottalanmiller said:

                                      But it CAN do that, right? So the issue is with how you've set it up, not with the service?

                                      I don't know if the hosted option can. It seems to be tied heavily with the Zoho business platform. The on-site option definitely can so I may move to that in the near future.

                                      1 Reply Last reply Reply Quote 0
                                      • coliverC
                                        coliver
                                        last edited by

                                        After submitting a support request the technician was able to reset the counter to the correct number. Issue was resolve in 3 hours.

                                        1 Reply Last reply Reply Quote 0
                                        • scottalanmillerS
                                          scottalanmiller
                                          last edited by

                                          Not bad.

                                          1 Reply Last reply Reply Quote 0
                                          • coliverC
                                            coliver
                                            last edited by

                                            Still seems like an option that would be available in the application itself. But for being on their free offering, I have no complaints with the service.

                                            1 Reply Last reply Reply Quote 0
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