Allow requesters to customize which notifications they receive
This was a feature of a ticketing system we replaced with ServiceDesk Plus Cloud, but it had a neat feature I wanted to suggest here. Our old ticketing system had a list of default notifications that the sys admins configured, but each requester user
Add a cooldown timer for emailing a requester 'Your Ticket Has Been Updated".
Today I updated a ticket, and saved it and the requester was notified via email 'Your Ticket #1234 has been updated!". I then realised I needed to make another change, generating a second email. "Your ticket #1234 has been updated" And then I had to import
[SDF-87441] Microsoft Flow
Any plans to provide integration with Microsoft Flow?
Powerautomate connector support Triggers aswell as actions
Support triggers within powerautomate aswell as actions. when a incident request is created when a incident request is updated this means rules can be defined to support basic logic; trigger: if incident is updated with support group DEV; action: create
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Reports from Job History
Good day, It would be nice to be able to pull a report based on job history. Possible scenarios include generating a report based on certain similarities, such as being on hold; and seeing the actual history of similar jobs to understand if they were
Assign task to another instance
Our organization has some work orders, for example new hire onboarding, that require tasks to be completed by multiple departments existing in different ServiceDesk Plus cloud instances. For example, for a new hire, IT will set up workstation and network
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Single view of assigned tickets and tasks for technicians
Add single list where technicians can get a view of all tasks and incidents/requests assigned to them. Ideally, I’d like a list of all incidents/requests assigned to the logged in technician, and any tasks assigned to the them and associated to a ticket assigned to the technician would be displayed as a sub-record of the incident/request. Tasks which are assigned to the technician but the parent ticket is assigned to another technician should be displayed as well, but should clearly indicate who
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Create a Official Microsoft Sentinel Playbook to create/update Helpdesk tickets
we don't have inhouse dev it would be great to have a official Sentinel Playbook supported by Zoho that can create support incidents to support ticket creation where SOAR cannot help or work. the ability for the ticket to be updated the ability for the
Feature request - ability to filter out result via right-mouse click
Hi there, I'd like to submit a feature request that I think could be quite useful. When you click on Requests, and use one of the filters, e.g. All My Requests, could there be functionality built in which would allow you to drill down into that list further?
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Supercharge cost optimization in your service desk with report bundles
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Teams Channel Addin Search Requests by Ticket ID or Requesting User
As a helpdesk operator i want the ability to use the teams addin to highlight a ticket and discuss it in teams; i want to be able to search for a request/incident by requestor or request #ID in addition to current request title. the current ability to
Warning when sending notification to an email not associated with a user
Our organization has a number of email distribution lists, including one for all staff. When sending email notifications from the Requests, Changes, and other modules, ServiceDesk Plus allows you to type in an email, which is excellent. A helpful enhancement
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bring @mentions from On prem version to cloud
In the onprem version of SDP, you can @mention a technician in notes which would notify them in the SDP website and by email, this was very useful when another technician was required to assist in a ticket, but the ticket didnt need to be assigned to
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Task Notification Improvement Ideas for Service Desk Plus Cloud
Our organization is currently facing an issue where ticket owners receive individual notifications for every task picked up or assigned to them. Unfortunately, we cannot simply turn off task notifications on assignments since there are instances where
Integration with InTune (Endpoint Manager)
As more clients are moving toward InTune and co-managed environments with SCCM it would be great to integrate the Asset Discover and management with this product.
"Reply" option in Conversations for emails that technicians sent
It would be really helpful if there were a "reply" button on email threads in Conversations that were conversations from techs. Sometimes the most appropriate way to continue or move a conversation forward is to respond to something a technician emailed
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Floating Worklog Timers/Most Recent Timers
It would be nice if there were a floating widget/overlay/something that would show all active worklog timers, whether within a request, task, project or what have you. Or an expandable widget with your most recent timers if you need to return to them.
Add Technician Shifts
Please add the ability to set a technicians work hours so that tickets are only auto assigned to technicians scheduled to work based on the creation time. Currently it will only skip a tech if they are scheduled as away in the scheduler but the issue
Update/Add to the My Summary Page
It would be nice to be able to modify or add more items to the My Summary widget and to be able to see this widget anywhere, not just within the home module. It would be nice to customize and organize the request views by specific status instead. It would
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Show additional information on parent request from Task view
When viewing a task, very limited information is displayed on the parent request, just the request name as a clickable link. It would be helpful to see additional information in this view, such as the request ID, priority, status, and group/technici
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[Free webinar] 5 ways to measure and reduce your help desk's workload
Hello there, Is a near-constant flurry of tickets weighing down your help desk operations? When operating in a perpetual fire-fighting mode, we often fail to spot technicians' woes. Our latest webinar lays out strategies to catch the signs of a struggling
SLA and different status for problems.
We need to have different statuses for the Problem module and be able to have the option of having a matrix for the SLAs. This module currently lacks these options, which makes it difficult to create a lifecycle that complies with ITIL. You also need
Link Multiple Changes to a Problem or Project
Often times, especially with a Project, we have the need to link multiple changes to the project. Or sometimes it can take multiple changes to resolve a problem. In either case, you can only attach one change. It would be nice to have the ability to attach multiple changes to either a problem or a project.
Multi-select lookup fields
When adding a custom field to a template, it would be great to be able to create a lookup field that supports multi-select. As far as I can tell, lookup fields currently only support single-select.
Add grouping feature to List view in Request
One of my users has requested the ability to create expandable grouping in the Requests Lists view, similar to the Group By feature in the Kanban view. This was a view our last ticketing system supported that was well-liked. For example, if the grouping
show user information when hovering
Hi There is a nice feature that when you hover over the subject of a request then all the information including the description comes up without having to go in the request. Is it possible to have this as well that when we hover a user's name then the information like phone number, site and email will show up so we wont have to go into the request every time? Thank you!
Next and Previous buttons for Tasks
We add many Tasks to Requests, and technicians often have to open them up and add notes. It would be helpful if each Task when opened displayed buttons for "Next Task" and "Previous Task". Then they could jump straight to the next or previous Task in
Support for Nutnaix in Assets Module as a Virtual Host
I would like to request support for Nutanix AHV as a Virtual Host within the Assets Module. Nutanix is supported in some of the other ManageEngine modules, so hopefully it can make it to the SDP Application at some point in the future.
ADD new widget - Assets By Age
Hi ALL. SDP Cloud has many widgets for Asset module. Could you add new widget with info about age of assets. Similar widget has EndpointCentral in report "Computers By Age" Just add it to cloud SDP )
Instruction or help text
I see this 3 year old announcement about help text being available for locally hosted and MSP. When will this feature be available for SD+ cloud? https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-6-help-text-fields-will-have-a-rich-text-area-in-incident-and-service-templates
Re-engineer SDP Cloud Asset Probe and Discovery to not seek Domain Admin credentials
our security team will not let us utilise a domain admin account as, correctly, there is an account with the permissions required that isn't domain admin. its poor security and design principal to fall back on domain admin credentials!
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