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ServiceDesk Plus »General » ServiceDesk Plus version 5 has been released..
This is horrible. You guys seems to be more concerned about getting new customers than taking care of existing ones.
When will the upgrade pack be available?
This is horrible. You guys seems to be more concerned about getting new customers than taking care of existing ones.
Guest:
We understand the frustration. Our sincere apolgoies. We faced a choice of delaying the whole thing until the migration tool is completed, or putting out the software first and then get the migration tool ready. We will be working over time to get the migration out now.
Sridhar
This is horrible. You guys seems to be more concerned about getting new customers than taking care of existing ones.
Guest,
Obviously you will understand that the upgrade pack work can begin only towards the end of the release. Why do you say that we are not taking care of our existing customers? Instead of making everyone wait for the new release, we thought that atleast our customers now get a chance to install and test the new version before actually moving in into production.
I assure you that the upgrade pack is on its way. Please bear with us till then.
Cheers
Get a grip people. Wouldn't you rather have a tested product than a rushed product? I too am waiting on the upgrade but come on...if you can't understand pushed back deadlines then you must not be in the IT industry.
I fully agree. Having a test version available is briliant considering it is a major release. By the time it is thoroughly tested by all, the upgrade pack should be released. I don't know about others but I prefer data integrity rather than release dates. Screwed data = lots of work for me. SD+ is working well for me as is. The upgrade version will be a bonus when it is released.
Thank you team for a great product and being available to answer questions regardless of the pressure you are under.
Thank you team for a great product and being available to answer questions regardless of the pressure you are under.
Atleast we know that it will be very soon now.
Keep up the good work adventnet :)
Ross
Keep up the good work adventnet :)
Ross
I think that the product is brilliant and if they were to rush this major update and my system would go up the spout, I'd be very sad and disappointed. I'm still in evaluation period and I'll be happy with these 'bonuses'. Thanks Team for an already great work.
All you pushy people out there who think they are hard done by get a grip, there are many of us very eager to get our hands on the upgrade pack for SD, but complaining in an open forum isn't the way to encourage production!
If you have to comment, use constructive critism, simply complaining about not receiving an upgrade isn't going to help. Give the guys a break, they are working really hard on a fantastic product, give them some space to breathe...i'm sure it will be worth the wait!!
Thumbs up guys!!
If you have to comment, use constructive critism, simply complaining about not receiving an upgrade isn't going to help. Give the guys a break, they are working really hard on a fantastic product, give them some space to breathe...i'm sure it will be worth the wait!!
Thumbs up guys!!
I would just ask any flamer to consider where you can get support as it is now from
Adventnet people. They are actually developing program to suite customers wishes, shaping it by real-world needs. Try to get this from other developers. If you are not happy with release dates, at least restrain yourself from flaming. Cudos to all Adventnet team for great work on new release.
Adventnet people. They are actually developing program to suite customers wishes, shaping it by real-world needs. Try to get this from other developers. If you are not happy with release dates, at least restrain yourself from flaming. Cudos to all Adventnet team for great work on new release.
I know you cannot give a definite release date for the upgrade tool but can you give a guess. Days, weeks, dare I say months?! Just so I have a rough idea?
For those of you complaining about customers having expectations please find a job in the real world! In the ten years I have been working in the IT industry I would have lost multiple jobs for blowing a deadline this badly! Paying customers have a right to expect release dates to be met, they are in fact paying for the product.
The fact the a full install of SD+ 5 has been released does me very little good. First I would have to invest the time to get a new system set up and configured for testing and secondly I need to test the upgrade more than the product itself because the new features aren't as big of an issue as losing or trashing my prod data during an upgrade.
To the adventnet team, you have a great product. When it comes to price and feature set SD+ is second to none. My only suggestions are that if you set and publish a release date then meet or at least get close to it. And when asked about features that are on the roadmap give some sort of time frame for there inclusion because saying it is "scheduled for a future release" is frustrating for customers when there isn't even a hint to time frame. I don't suggest making a firm commitment, but an approximation would be comforting.
I look forward to the upgrade pack being released. Thanks for all of your hard work.
The fact the a full install of SD+ 5 has been released does me very little good. First I would have to invest the time to get a new system set up and configured for testing and secondly I need to test the upgrade more than the product itself because the new features aren't as big of an issue as losing or trashing my prod data during an upgrade.
To the adventnet team, you have a great product. When it comes to price and feature set SD+ is second to none. My only suggestions are that if you set and publish a release date then meet or at least get close to it. And when asked about features that are on the roadmap give some sort of time frame for there inclusion because saying it is "scheduled for a future release" is frustrating for customers when there isn't even a hint to time frame. I don't suggest making a firm commitment, but an approximation would be comforting.
I look forward to the upgrade pack being released. Thanks for all of your hard work.
First of all thanks for the great product !
while we wait for upgrade pack, can you update documentation for ServiceDesk 5 and/or provide release notes for the same.
Thanks..
while we wait for upgrade pack, can you update documentation for ServiceDesk 5 and/or provide release notes for the same.
Thanks..
Your product and support are wonderful. However, I still need to answer to my management team. Could I please get an ETA for the upgrade tool. I am able to defend release time slippage, but no release time makes it difficult.
Is two weeks reasonable?
Regards,
Rharmer
Is two weeks reasonable?
Regards,
Rharmer
Hi,
We are planning to buy this wonderful product here in Belgium.
We just have a big question: is there a way to have screens translated in French for some users here?
We are planning to buy this wonderful product here in Belgium.
We just have a big question: is there a way to have screens translated in French for some users here?
Hi there, is there any news on when the expected service desk upgrade release will be out? We have the current version but want to upgrade to version 5 of Service Desk but there still seems to be no upgrade version available?
Cheers
Richard
richard.ramos@harveynash.com
Cheers
Richard
richard.ramos@harveynash.com
Your product and support are wonderful. However, I still need to answer to my management team. Could I please get an ETA for the upgrade tool. I am able to defend release time slippage, but no release time makes it difficult.I agree with Rharmer posting. It is getting difficult to defend service desk with upper level management when they fail to continue to meet deadline dates. I appreciate the fact that version 5 has been release, but this does not do me any good when I am told that this is only for new customers. No where that I have seen was it discussed prior to the release that there would be no migration tool available for current customers. I am paying for licenses and getting no upgrade and my bosses are wanting to know when this is going to be released.
Is two weeks reasonable?
Regards,
Rharmer
Why should you have to defend SD to upper management ? Do you really give uppermanagement updates on when new releases of software are coming ?
Microsoft XP missed its release date by a year, Vista has missed its by almost 2 years quit using microsoft.
Altiris misses almost every date it sets by 6 months or more, oops another multi billion dollar company quit using their products.
SD misses its date by 2 months and you want to torch them. Fine do so .. go buy a competitors product .. oh .. there is no competition in this price/feature range ?
I find it hard to believe most of you are IT admin's, anyone who relays "release dates" to their management isn't fit for this position.
Microsoft XP missed its release date by a year, Vista has missed its by almost 2 years quit using microsoft.
Altiris misses almost every date it sets by 6 months or more, oops another multi billion dollar company quit using their products.
SD misses its date by 2 months and you want to torch them. Fine do so .. go buy a competitors product .. oh .. there is no competition in this price/feature range ?
I find it hard to believe most of you are IT admin's, anyone who relays "release dates" to their management isn't fit for this position.
trichart,
In some companies upper management play a more active roll in IT affairs, SD is a great piece of software, however it's missing some key components that some of us need to completely deliver on what we said SD would bring. The reporting, for example, is extremely restrictive so my reports are actually worse than the ones I made with crystal reports against an access database! I use MS operating systems and don't mind Vista being late because the current operating system meets my requirements. I think it's completely fair to, in a polite manor, ask for updates on the SD5 progress, if nobody asks then where is the accountability or feeling that a release date has been missed? We're in for trouble if everyone decides that missing release dates is OK and the industry standard.
So my point is: Don't flame on people that are simply respectfully requesting a progress update
Adam
In some companies upper management play a more active roll in IT affairs, SD is a great piece of software, however it's missing some key components that some of us need to completely deliver on what we said SD would bring. The reporting, for example, is extremely restrictive so my reports are actually worse than the ones I made with crystal reports against an access database! I use MS operating systems and don't mind Vista being late because the current operating system meets my requirements. I think it's completely fair to, in a polite manor, ask for updates on the SD5 progress, if nobody asks then where is the accountability or feeling that a release date has been missed? We're in for trouble if everyone decides that missing release dates is OK and the industry standard.
So my point is: Don't flame on people that are simply respectfully requesting a progress update
Adam
trichart,
In some companies upper management play a more active roll in IT affairs, SD is a great piece of software, however it's missing some key components that some of us need to completely deliver on what we said SD would bring. The reporting, for example, is extremely restrictive so my reports are actually worse than the ones I made with crystal reports against an access database! I use MS operating systems and don't mind Vista being late because the current operating system meets my requirements. I think it's completely fair to, in a polite manor, ask for updates on the SD5 progress, if nobody asks then where is the accountability or feeling that a release date has been missed? We're in for trouble if everyone decides that missing release dates is OK and the industry standard.
So my point is: Don't flame on people that are simply respectfully requesting a progress update
Adam
Adam,
My post was not intended to be flaming, I have worked in IT for a long time, I work with a LOT of software companies. The people in this thread are NOT being polite.
Missing release dates is ok, and is the industry standard, if you don't think so, you need to look around again. The ONLY thing whining and yelling at the company will accomplish is that you will simply never get another release date, ever. If thats what you want, by all means keep going.
If you purchased SD then I assume you trialed it before hand, and knew about the limited reporting yes ? And also knew that you wound spend thousand more anywhere else to get the same functionality ?
If you bought the product based upon notes of what was coming in future versions, you again have things to learn about the software industry. I am not trying to be arrogant here but the amount of people I am seeing in IT these days that "expect" "assume" and "rely" on others is astounding.
Hi there, is there any news on when the expected service desk upgrade release will be out? We have the current version but want to upgrade to version 5 of Service Desk but there still seems to be no upgrade version available?
Cheers
Richard
richard.ramos@harveynash.com
We are working at a high priority to have the servicepack out in a weeks time. If all goes well, the release should happen the next week. We are predicting a weeks delay, if any unpredicted issues occur.
Thanks for your understanding and co-operation.
Regards
Karthik
I agree with trichert wholeheartily, missing a release date is industry norm and is acceptable if in reason. What is not acceptable is rushing a product, not testing it adequately, and releasing a product that doesn't do what was promised and creates more problems than it fixed. I'm still dealing with a product upgrade that screw up almost every computer on my network with no real way to downgrade without creating more problems, now that's something management should be concerned about.
We just purchased Service desk plus a couple of weeks back and I will admit it needs some updates, they are not detrimental to the product. My boss is holering for better reports, but other than that it works fine. So far it seems to be a great product.
Thanks for the update on the status as well, looking forward to seeing the new product.
We just purchased Service desk plus a couple of weeks back and I will admit it needs some updates, they are not detrimental to the product. My boss is holering for better reports, but other than that it works fine. So far it seems to be a great product.
Thanks for the update on the status as well, looking forward to seeing the new product.
You have to be somewhere inbetween not rushing the product and not making unrealistic release dates. We bought this software early in November, I figured since they had already missed two release dates the upgrade couldn't be too far away. I've personally seen 4 dates posted for releases, I'm not sure how many are "industry norm". My management is wanting better reports like many posters here, we actually got access to the database itself and are writing our own reports which are customized and have all the graphs and charts we want. I do agree with Trichart's point that a lot of people in IT are starting to rely and lean on others. I also worked in the service industry for many years, I think my standard of what is rude is much higher.. People will go red in the face and freak out if a coupon is a day past expired and they can't use it still.. With that in mind I figure people's inquiries so far have, for the most part, been respectful.
I'm sure I'll keep my job if SD5 update doesn't come out this week
I'm sure I'll keep my job if SD5 update doesn't come out this week
What are the consequences of installing the new version on the same machine as the old? Does it use the same port by default? If we decide to go with the new one, will our current license number work for the new version or do we need to get another license number?
What are the consequences of installing the new version on the same machine as the old? Does it use the same port by default? If we decide to go with the new one, will our current license number work for the new version or do we need to get another license number?
You can choose the port where you wish to run the application but if you are installing the application on the same machine as the old, then the installation will overwrite the earlier installation. Hence you will lose all your data of the previous version.
Also, as the new version has changes at the data model level, there are certain migration issues due to which you will not be able to restore your old data to the new version even if you have taken a back up.
If you do not want your data from your old installation, then you can uninstall the old version and install the new one in the same machine. Else, install the new version (v5) in a different machine for testing purposes and wait till the upgrade patch, which will be available in a few days, to move your older installation to v5.
Have a great day.
Aarthi.
Ah, please ignore my new thread (about backing out of the SD4 to go to SD5) as you seem to answer it here, Aarthi...
Question: Can ANY of the data be saved from SD4 if you want to uninstall and then reinstall SD5? We are primarily interested in the "Requests" data over the last 3 weeks.
Thanks.
Dan
AFTRA Help Desk
helpdesk@aftra.com
Question: Can ANY of the data be saved from SD4 if you want to uninstall and then reinstall SD5? We are primarily interested in the "Requests" data over the last 3 weeks.
Thanks.
Dan
AFTRA Help Desk
helpdesk@aftra.com
Dan,
It is strictly advised to use the Service Pack which will help you migrate the existing installation to the latest version 5 of SD+ without any compromise on the data. Moreover, backup and restoration work well with the same versions of SD+.
Hope this clarifies.
Regards
Karthik
It is strictly advised to use the Service Pack which will help you migrate the existing installation to the latest version 5 of SD+ without any compromise on the data. Moreover, backup and restoration work well with the same versions of SD+.
Hope this clarifies.
Regards
Karthik
Is there an updated ETA on the update path? We are excited to apply the new version to our production environment. If you able to provide a realistic release date it would greatly help our staff manage management and user expectations.
Thank you
Trevor
Thank you
Trevor
Hello there,
Nice product... we are already customers, and we are generally satisfied with that.
But, we need the purchasing approval functions, and we eagerly await the pack.
Just one question:
Isn't it more simple to release the upgrade pack, then - if new customers would like to get ServiceDesk, you could say: "please install v4, then apply that pack, if it's really urgent for you", "we have these and these features in the existing version, but there is already an upgrade pack released to handle other kind of issues"; instead of apologizing for the latency to existing customer companies?
I think this solution is not very uncomfortable for new customers, but really makes existing ones happy - new customers are new only once, after this, they become existing customers, too...
/HZ
Nice product... we are already customers, and we are generally satisfied with that.
But, we need the purchasing approval functions, and we eagerly await the pack.
Just one question:
Isn't it more simple to release the upgrade pack, then - if new customers would like to get ServiceDesk, you could say: "please install v4, then apply that pack, if it's really urgent for you", "we have these and these features in the existing version, but there is already an upgrade pack released to handle other kind of issues"; instead of apologizing for the latency to existing customer companies?
I think this solution is not very uncomfortable for new customers, but really makes existing ones happy - new customers are new only once, after this, they become existing customers, too...
/HZ
Hi Trevor & HZ,
The Service Pack is in the final phase of testing. If there are no critical issues reported, the release will happen in a couple of days.
Thanks for your understanding and co-operation.
Regards
Karthik
The Service Pack is in the final phase of testing. If there are no critical issues reported, the release will happen in a couple of days.
Thanks for your understanding and co-operation.
Regards
Karthik
While I understand that you are in the final stages of testing, we have heard over and over in a weeks time this will be available. The last posting I saw said by the end of the week. Now here we are at Thursday and we are being told that it will be within a couple more days. From the perspective of current customer I have to say that I am disappointed with the support received for this upgrade. I am just afraid that next week will come and go and still no migration tool, and again we will be told within weeks time. Since the release of v5 it has been four weeks of within a weeks time. I can only say that I am extremely disappointed.
servicedesk 2006 perhaps?
So I don't mean to be a bug but any idea when the upgrade may come to take me from 4.1 to 5. It has been 3 weeks since you released 5.
Kevin
Kevin
Extremely disappointed this update did not get out over the weekend. It's 9:46 in New York and skepticism over AdventNet by my superiors growing. Trying to be patient because the cost difference between SD+ and Track-IT! should justify the wait. However, I have my reservations over how solid this relationship is going to be given the incredible disappearing deadlines issued by AdventNet management...
Extremely disappointed this update did not get out over the weekend. It's 9:46 in New York and skepticism over AdventNet by my superiors growing. Trying to be patient because the cost difference between SD+ and Track-IT! should justify the wait. However, I have my reservations over how solid this relationship is going to be given the incredible disappearing deadlines issued by AdventNet management...
I can't understand why Advent continues to make no comments about any issues that they are experiencing with the migration tool. The lack of response on the part of Advent leads me to believe that they not concerned about their current customers. If I had know that this was the type of support that I was going to receive, I would have neverrecommend this product to my superiors.
Based on the missed upgrade dates, there has been really no cost savings, since I am not getting the product that I contracted for.
Hi All,
We apologize for the delay in the release of the upgrade pack. We know this has caused a lot of frustration to you all who are using the version 4.1 of ServiceDesk Plus. We would like to let you know that the Upgrade Pack to move from version 4.1 to 5, is now available for download. Kindly refer to the forum post below:
http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002659431
As always, please keep your suggestions and feedback posted, as it helps us enhance the product to meet your requirements and serve you better.
We sincerely apologize once again to all of you for the delay in the release of the upgrade pack and the frustration that has caused to all of you.
We thank one and all of you for your patience and continued interest in our product.
Regards,
ServiceDesk Plus Team.
We apologize for the delay in the release of the upgrade pack. We know this has caused a lot of frustration to you all who are using the version 4.1 of ServiceDesk Plus. We would like to let you know that the Upgrade Pack to move from version 4.1 to 5, is now available for download. Kindly refer to the forum post below:
http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002659431
As always, please keep your suggestions and feedback posted, as it helps us enhance the product to meet your requirements and serve you better.
We sincerely apologize once again to all of you for the delay in the release of the upgrade pack and the frustration that has caused to all of you.
We thank one and all of you for your patience and continued interest in our product.
Regards,
ServiceDesk Plus Team.
Your product and support are wonderful. However, I still need to answer to my management team. Could I please get an ETA for the upgrade tool. I am able to defend release time slippage, but no release time makes it difficult.what can i do to make this application in fonction
Is two weeks reasonable?
Regards,
Rharmer
when I install it on a machine while thats a server (the mother application) but the problem is:�how to make so that the users can formulate their service request and that the administrator can receive them
Hi,
Since I am not sure what the requirement is. kindly call me at 925 965 6503 or + 1 888 720 9500 we will fix the issue at the earliest.
Regards,
Andrew.
Since I am not sure what the requirement is. kindly call me at 925 965 6503 or + 1 888 720 9500 we will fix the issue at the earliest.
Regards,
Andrew.
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