Require resolution to close ticket
I am having trouble finding an option to require a resolution in order to close a support ticket in ServiceDesk. Right now, many technicians simply close a request with no resolution entered. I'd like to have an error pop if the field is left blank. Can
E-mail Notifications when Notes Added
Good afternoon, We'd like our technicians to be notified when a note is added to a request. There is an option to customize the template for this notification under Notification Rules, as seen below: However this notification is not being sent, we're
Automatically Ticket Creation
Is there a way which SDP allows for automated email receiving or preview (for example helpdesk emails) and ticket creation within the system (SDP) automatically?
Additional scheduling options
Could you consider adding additional scheduling options for reports and preventative maintenance task please. What I'd like to be able to do is schedule work for the last monday of every month as an example. Also the monday of the last full week of a month. Maybe the easiest way to do these obscure ones is to allow a calendar type picker and allow multiple dates to be selected and it create a schedule from that. If it is essentially a manual scheduling process, maybe it could have an option to send
How to add web applications in CMDB
Hi all, I need to add the web apps developed in house in the CMDB. How can I add them? I can't figure out how to add them. Because I need to add details like web server (if is IIS, Apache, etc). Which database engine uses? (Like SQL, MySQL, etc), Which
Can't Load Dashboard and Widget Servicedesk
Some technician can't load helpdesk dashboard and request by Widget. Could you help me Fix it?
Can't generate request if template used has a multi-select field on a Standard Edition instance
Hi, Team, after several tests having internal errors in generating requests on preventive maintenance tasks, I found that the problem was when using a multi-select additional field (multi-select or checkbox) and only occurs on standard instances. I've
Temporary Requesters!
Every organization has several consultants and contractors who refer to that organization for project implementation During this period, they must register their work and requests in the service desk. Therefore, a local authentication account will be
Attach assets falls behind the page of the request form
I detect an issue, When we want to add request and after clicking on asset Icon, Attach assets It falls behind the page of the request form
URL blocked as maximum access limit for the page is exceeded. Please try after sometime
Hola, estamos presentando un error al realizar la consulta desde POSTMAN. Se estuvo desarrollando una solución en NODEJS, donde se ejecuta cada minuto, obteniendo todas las tareas del service desk plus. end point: /api/v3/requests Se hizo pruebas de ejecución,
Hide Tabs
Is a way to hide unwanted tabs like:Task and Worklog via Request Details Page Customization? Or How to do it: Technicians don't see the Task or Worklog tab?
Who viewed the announcements!?
Many users always complain that they did not see IT's announcements about the service interruption. And they blame the problems on IT. This is a big problem. Maybe they are lying! In my opinion, add the ability to add the total number of people and the
[SDF-85276]Set request status in reply automatically
Automatic set request status in reply this idea useful for all tosave many time
[SDF-85495] convert user voice during phone conversation to text
If the user makes a phone call with the support, Convert his voice into text and send it on a ticket automatically. This means the ability to convert user voice during phone conversation to text i is great! And useful for Servicedesk. Servicedesk SDP,Support
[SDF-60437] Consumables and accessories
How can define, add and manage Consumables and accessories in CMDB? Such as: Patch Cord Cables- Sockets- Printer Cartridges, RAM,CPU-HDD, HDMI & VGA Cables-DVD & etc...Like managing parts warehouse. What's best practice for it?
CSV import when owner is an asset
How do I set an asset as owner when doing a CSV import? I will be importing a bunch of harddrives and want the machines their inn to be listed as owner (We dont use scan).
[SDF-83304] Displays the current employee location map
Due to the large displacement of the organization's employees in different sites or departments, their location changes. It would be nice if: Servicedesk Plus ,Displays the current employee location map on their requests
Requester Dashborad
Hi, All of our users expect to have a dashboard on their self-service portal that showing the following results: 1- Estimated time to handle their incident request 2- Number of incident requests in queue 3-Number of technicians online or responsive This is an interesting and very good idea and we suggest adding it in the next release Concept idea
[SDF-38783,SDF-38963,SDF-37516] Extend User Groups Filters
Does anyone know how can you filter User groups based on User custom fields or based on CI ? There was a feature request about 7 years ago SDF-38783
Translate ServiceDesk
When I search for the word "Request", a lot of similar words are found, and it is difficult to find and change this word among the "Requesters", "Requests, Requests(s), and ... In the translation section, can't we just find the word, not the same words in a phrase? and How I can Finding and replacing words together- Like Replace all. What is the best and fastest way to make such changes?
Add Attachment to reply Template
an new idea: Ability to add attachments to reply Templates
[SDF-90222] Add reset servicedesk plus service button in admin tab
Some times all administrators need to restart service of servicedesk plus, after change some thing to view their changes like change web port on the application. So they must remote on the windows server and run services.msc command and restart service of servicedesk plus. this proceess not good idea! I think if manageengine Add restart servicedesk plus service button on admin tab it's very useful.
Browser alerts notification
I have a idea, Display notifications and all changes requests via the "Browser alerts notification" Browser alerts notification Can be more useful on serviced desk plus. Can I use Browser alerts notification for technicians and requester when a notification
Send Broadcast Email to User group
Hi, this feature good for servicedesk. Create announcement and Send it Broadcast Email to User group -------- Because all of requester doesn't login on servicedesk to view new critical announcements
User Asset Details
Our users want to see all their own assets details, but in Selfservices Portal they can see only asset name. Is a way they see more details: like IP, Hardware information?
[SDF-29354] Requester name in reply/forward
when Reply to requester Does not return requester name! Only we can use email address instead of requester name please add ( this ability requester name/s or email/s) like below : (approver name/s or email/s)
UI/UX
Please Improve UI and UX of Change/Problem/Release and Project Form Designer like Incident/Request form.
Lock User
How can I Lock local users manually in SDP ? --- The reason for this: Some employees resign or retire. It is necessary to lock their account and prevent their access without deleting their account because the records of their requests should remain.
search in the selected list on Report type.
The large number of Cis on CMDB report makes it difficult to choose them. Please provide the ability to search in the selected list.
Cannot start SDP
I installed sdp on one server. After that I installed the postgresql database on another server. I set the parameters on both sides, user and pass and ip address. Then I start changedb.bat and select postgresql and test, I get the message connection established,
Integration of two EndpointCentrals with one ServiceDesk Plus
Is it possible to integrate two EndpointCentral instances (DMZ, LAN) with one ServiceDesk Plus instance (LAN)? I would not like agents on servers in the DMZ to communicate directly with ServiceDesk Plus on the LAN
How to easily edit a relationship in CMDB?
Right now if I want to change a relationship between to CI's I need to do several steps. Enter one of the CI's Select Detailed View Select Relationships Select List View Select the Relationship Delete it. Add a new relationship to replace the one that
How do I purge old requests?
Is there a way to purge the DB of old requests? We already archive, but we have 10 years worth of tickets and I need to free up some space. running version 9.1 Build 9118 Postgressql Windows server 2012 r2 datacenter
Install SSL on free version SDP
Dear support, I have Service Desk Plus version 9.3 Build 9300 standard and free version. Is there any possibility to import SSL on this version? Thanks in advance.
Release Notes page is close to unusable due to its size
Can you guys rework the release notes page so that it doesn't hang the browser over and over again while scrolling through the page? https://www.manageengine.com/products/service-desk/on-premises/readme.html Thanks!
All My Requests - default view filter for requester - how to??
Hello! Our requesters want see "All My Requests" as default view filter in SDP 9 How to?? http://odarchuk.com
[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
How to restore deleted solution
Does anybody know how to restore accidently deleted solution ?
Request Timer Action conditions
Hi Team, is there any way to have a condition on RTA that runs only on the first-level approval? (if I use approval status, it will ignore the approval level). Thanks.
Change Icon For Other or Default Template
Dear SD Team, Is possible to change the Icon for the default main category as it shows in the attachments..
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