Show 'Support' tab only to admins (or with role options)
The 'Support' tab should only be shown to the administrator(s) of the system, not all techs. In large enterprise IT organizations that may have 50 or 100 techs, not ALL of them need to be contacting AdventNet with issues, or creating Support Files, or calling the toll free number with questions, submitting features, etc.
Modified 'Global View' for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Default Sort order option on NOTES (and configurable/override per Tech)
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature. There should be the option to configure the default sorting behavior for all users/techs, but upon logging in, each individual should be able to override and configure their own preferences in sort order displaying.
Customizing Software Categories in Asset Management
There is currently no method to add more software categories in the asset management component of ServiceDesk. This is needed to support the (potential) thousands of applications an enterprise company might support.
UserID column in request views
One of the column options I would like to see in a request views page is UserID (in addition to the full User Name currently available).
Restoring customized notification templates
Inevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Asset History of Changes and Updates
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
HTMLAREA Form field rich text options and Tab Button/options
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Hide Technician Assignment in request history to REQUESTER
It doesn't do any good to strip out the "Technician" field from a request, so that the user can only see what Group has ownership of their ticket, if the TECHNICIAN ASSIGNMENT HISTORY is accessible by the Requester. Should be made more generic from the Requester point of view from: Technician changed from None to John Doe (to) Technician has been assigned/changed
'Transfer to' button to move multi-requests to a Group
In order to reassign a request to a different group, you must go all the way into the ticket and edit the GROUP field. A "Transfer to" button, much like the "Assign to" button would be beneficial to move requests easily, or move multiple requests easily. Or, add GROUPS onto the top portion of the "Assign to" button drop down options.
Ability to define/customize Work Log TYPE
SupportCenter has ability to define and customize the Time Entry TYPE drop down options. It also has the ability to report on time entries by TYPE. Both of these features are missing from SupportDesk.
Rename 'Work Log' to 'Time Entry'
Rename 'Work Log' to 'Time Entry'
SLA information for request not available when viewing request
When viewing a request as either a user or a tech, which SLA applies to the request is not visible. This may be interesting information in some environments.
Created date should be available in request title
In SupportCenter, the following information is found at the top of a request: ------------ Request ID : 129 | Created On : 28 May 2008, 14:43:42 ------------ The "Created on" is not currently available in in ServiceDesk.
Rounded menu tabs like SupportCenter
The tabbed options in SupportDesk are angular and square. The "Rounded Pill" menu tabs within SupportCenter are more visually appealing.
Work Log activity included in History
New Work Log entries and the deletion of work log entries are NOT logged in History. They are significant updates to a request that should be logged.
Created Date should not be editable
A tech should not be able to edit and manipulate the Created Date. This should be a fixed data field in the database.
Task created/assigned to self to NOT generate email
It is useless to send yourself an email about a task you just created and assigned to yourself. You're aware of your own actions.
Ability to see if Requester has viewed ticket(s)
Would like "View History" for Requesters added to History tab. If a Requester logs in, views a ticket, would like name, date, time logged in history.
Additional column options in Request views
The ability to display these column headers in request views would be a nice addition: 1. Close accepted (yes/no) 2. Duration (from open to close) (dd:hh:mm) Example: 7d:19h:12m
Custom columns determined PER VIEW
"Date Closed" is an irrelevant column in an "Open Requests" view. The ability to customize which columns are displayed should be specific to the VIEW being selected. It doesn't make sense to have a "Status" column in a "Requests on Hold" view. All those requests have the status of On Hold, that's why they are in that view. Likewise, a "Me or My Groups" view doesn't necessarily need the GROUP and/or ASSIGNED TO Columns. Each view should have the ability to display their own custom columns. Currently,
Edit default system views in Requests
Ability to edit view parameters, to include rename or "hide" views from Techs, all system views. Built in views such as, "My Requests on Hold", "Requests Due Today", etc.
Customize email notification on NOTE added
When email is sent to technician, need ability to customize note, including several variables such as: Note sent by (logged in tech) Request title Requester Name Requester email Requester phone Requester Department Assigned to Group
Customize column headers in Requests view
Ability to rename columns like "Assigned to" to "Tech Assigned", etc.
Request Link variable able to be inserted into Tasks (w/others)
Variables for "associated requests" with a task to include; Request ID # Request Link Request Group Request Assigned to -- Confirmed variables that don't work -- $RequestId $Title $Description $Category $SubCategory $Group $RequesterName $RequesterPhone $RequesterDepartment $RequestLink $RequestType
Change wording on resolution
Change: Click here to compare the resolution (to) To: Click here to view the resolution There is no "comparison" being performed in this operation.
Better utilization of Tasks real estate screen space
"My Tasks" displays 15 characters of task title and (N/A) or scheduled start time. On screens with wide displays, additional title information could be displayed. There is a lot of "white space" to the right hand side of the task resource that is not utilized.
Request approval page should include RESOLUTION
Approval page should include RESOLUTION to be approved. With only the ticket details, with no conversation history, no notes, what could possibly be "approved"? This assumes the approval process is for requesting approval to resolve/close the issue.
Asset issues - missing product names for new assets
Since we updated to Version : 7.0.0 we have issues with the Asset area. When we create a new Asset the Product Name drop down list doesn't show all the products that are correctly entered in Asset management - product area. How do we get all the products to show up in the drop down list. Thanks! Ted
Netflow Analyzer Pro 7 Crashing / Password Problem
Hi, I've been trialling the Netflow collector originally under the latest beta version. I recently installed the latest trial, version 7. I now get a problem, almost daily, where the software crashes and stops collecting. This is either noticeable in that you cannot login via the web interface as it says invalid username/password or I get a mysqld-nt.exe error. Stopping and restarting the Netflow server fixes the problem. Is this a bug/known problem and is there a fix for it? Thanks Matt
Custom user logon report needed
I want to be able to generate a report for attempted logons of users between any day or time. Chone Phetsinorath
Feature Request: Customizable GUI Interface
I find it concerning that my 50-or-so IT technicians (Support Reps) who log in...as NON-ADMINS, are able to view the "Support" tab to request support, request features, access your toll-free number, etc. Not all 50 of my IT staff are tasked with "Managing the Helpdesk", and should not be soliciting software vendors for support, features, or bugs. Your interface lacks the ability for an Administrator to configure what is / is not displayed to Support Reps. I would want options in the Admin to customize
Per-Request Template Custom Fields?
My company is again evaluating your product for use by our Helpdesk and IT areas. Your software lacked some key features we needed the first go around and I wanted to see if one of them had been incorporated. (it appears it hasn't) When you create a New Request, you can select the "Apply Template" option. This is a fairly useless feature unless certain fields can be presented in that template. ie., If it is a "Firewall request" template, a field you may want to present is "TCP/UDP Port" information.
Dialog prompt - bad grammar, bad option(s) (lack of)
When adding a new request and specifying an unknown Contact name, the application presents the following prompt: Contact Name does not exist. Do you wish to add a new contact, as part of submitting a new request. (OK) (CANCEL) First of all, the proper English of this dialog prompt should read: Contact Name does not exist. Do you wish to add a new contact as part of submitting a new request? Comma is unnecessary and question mark is appropriate punctuation. Regardless of the bad English, the OK and
merging calls
how do you determine when merging calls, which call maintains the "ownership". For eg call 1 subject A details A1 call 2 subject B details B2 merge what is subject and details (A or B)
How to create SD as an icon on desktop of the entire network
Hi Need to know how can we make servicedesk to appear as an icon on the desktops of comps in the entire network.. so that the users can access login page by clicking that instead of typing url on the explorer each time.. Thx Srikanth
Add selectable Tasks to request templates in Supportcentre +
Hi folks We often have to involve a few tasks to complete a request. Is it possible to add those in a predefined template so that i can use checkmarks to involve the rigth tasks. I can see that this is already a part of Servicedesk+ Regards Paul
Can SC+ create a input to a calendar
Is there a way to let sc+ create a vcalendar appointment of request, and tasks, and sent it to a selected e-mail account? This could be helpful when we are using calendar for booking time for other people to se when we are buzzy, and give overview when working from remote sites.
How to Stop Unassigning by Technicians
Can someone advise what i can do to stop Technicians unassigning request to unassigned. Is it possible to only allow techs to assign to someone else, not just the group level. We have a number of techs that prefer to change request allocated to them to unassigned and put it to another group than work on them. I know I can see the history of request but when they go to another queue they are kind of out of site. Hope this makes sense?
custom branding
where can i find the instructions to custom brand the interface for opmanager? this includes logos and custom page modifications. thank you.
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