View a Technicians groups
Hi, When you select the Technician Group on a Request/Task/Problem etc it shows you who the members of that group are. However if you do not know which groups a technician is a member of, without SDAdmin permissions there is no way to find this information
Make "Resource Info" Searchable
Would it be possible to make the "resource info" fields searchable within service desk? Our biggest use case is new starter and leaver forms but unless we put the details (usually name) in the ticket contents as well, we cannot search them.
Automating scheduled end dates of tasks to sync with scheduled end date of ticket
Hi. We have some templates for specific types of tickets. There are nested tasks within these templates. I would like to automate the scheduled end dates of these tasks to match the scheduled end date of the ticket. Can this be done?
SDP Cloud Technician Management
I manage an SDP Cloud instance with 260 techs. Managing that population is difficult and tedious. A couple quick problems: Unsorted technicians -- When assigning technicians to a group from within Edit Group, the Available Technicians are not sorted by
Additional Fields single and multi-line do not accommodate enriched text
Additional Fields single and multi should accommodate enriched text. This is a quite usefull feature as in some cases info added on such fields need to be enriched, like tables, URLs or just bold, rather than just plain text.
Field type for "users"
As similar to system field "Editor", would be good to have the chance to have Additional Fields with type "user". Ideally, based on that field, several conditions (form rules, notifications, approvals or tasks) could be triggered.
Enrich template: WebURL clickable + Custom Text
Here are two suggestions to enrich the request templates: 1. Can you make the Web URL Field Type clickable when it is disabled? It is used to store URLs and we find it very handy to link to external documentation / procedures in service request management.
Approval outcome notification
Hi, I would like to request custom notification feature for change/release WF approvals. Use case: We use multiple approvals in our WFs. Each approval is going to specific CAB group based on various criteria specified in the WF to prevent technicians
Links to Attachments Need to be Included in Notifications
Our staff (both requestors and technicians in the system) prefer to respond to requests through email. I have been unable to find a variable in the notification templates to allow us to include them. We would like to have the following abilities: 1.
Enable worklog required option in Life Cycle
Can you set an option that when executes a transition in Life Cycle the WorkLog can be mandatory.
Can we have pre-defined contact lists for out of the box communications?
Hello team, in Problem module you have an action that allow a Notification to be sent. Is there a way to use a list of contacts as such notification's recipients? Let me know. Regards
Integrating On-Demand ServiceDesk Plus with Google Apps
Hi! I am currently evaluating this tool right now and in need of assistance. I'm not sure if this was asked already but we are looking for the possibility to integrate On-Demand ServiceDesk Plus with Google Apps mainly for authentication. Thanks!
Automatic User Provisioning with Azure AD
Enable some way to allow us to automate the user provisioning in SDP when users are created in Azure AD. The current Provisioning app only works with on-prem AD, and importing users to SDP from Azure AD is one of the last items we have to do manually during our onboarding of new staff
Cloud User Provisioning Tool shouldn't require one technician license
Is there any way so that the Cloud User Provisioning tool doesn't require one licensed/paid technician account? There should be a provisioning account that does not count against our paid license technician accounts. Jon
Assign Task to Project Owner
For service and project templates, is it possible to auto-assign associated tasks to the technician/project owner? We have several templates we use, and everything a ticket or project is created and assigned, 30 or so tasks must be picked up by the technician
Customize Requester View of Solutions
Hello, I would like the option to Customize Requester View of Solutions list This would really keep the area cleaner and allow user to focus on finding the Solution Add a more pronouned search bar in the solutions list area. Hide extra columns from the Requester view of Solutions. We would l like the ability to hide the ID, Comments,Last updated by fields from view I see that templates are coming and I hope that incorporates some this funtionality. Thanks
Managing Delegations
Hi Just wondering how other people use the delegations feature? In our old tool we had this feature and it was primarily used by our executives and their assistants. The assistant would be permanently setup as the executive's delegate, both the executive
Maintenance Task Scheduling
It would be awesome if we could schedule maintenance tasks to start in the future at a certain time with a repeating schedule. Currently, there is no way for us to schedule out a maintenance task to be created at to trigger at a certain time with the
OData Output for Reporting
It would be great to have the ability to use OData to integrate Service Desk with reporting tools like Excel and Power BI. Having a standard ODate entity would open the door to reporting outside of the application and building enhanced dashbords. While
Enhancements to Solutions
I would like to suggest a few enhancements to the Solution creation screen in ServiceDesk Plus Cloud(SDPC). Ability to expand the text window It's REALLY annoying and difficult to draft a solution within SDPC because of the fixed size of the text box
Adding Sites and Groups to criteria for business rules.
We really need the feature of being able to use Sites and Groups for criteria in business rules. This has been available in the On Premise version for over 2+ years because we have been utilizing it. Thanks.
"Save and Send" Option and Group Notifications in Announcements
Hello, I had an idea that could be useful for Announcements within ServiceDesk Plus Cloud. Normally if you make an edit to an existing announcement, the "Email Users" field is cleared out meaning you would need to re-enter in the email addresses every time you make an edit. My proposal would be to have this field stay populated with the email address that was entered the first time and create a button that says "Save and Send" as an update option. This way you could resend the email notification
On Hold Automatically Changes To Open Whenever The Requester Replies
Dear All, Is there a way to stop the ticket from automatically changing from On Hold to Open when a requester replies to their requests? Thanks
Ability to View Status Change Date in Change Reports
Hello, I have a request for a feature enhancement that could be useful for our organization and potentially many other organizations that utilize Change Management in SDP Cloud. Having the ability to view the date and time that a status was changed would be very useful in the reports section of SDP. For example, being able to see the date and time for when Change Requests were approved in the CAB Evaluation stage.
Business Rules for Change Management
Hello, I believe the ability to create business rules for changes would be a very useful feature within SDP Cloud. Currently, business rules are only able to be created for incidents and service requests. To give an example of usage, our business would like to make particular fields on the change request template default to a particular value and not allow the requester to switch it. Templates only allow you to set default values on change requests, but the user is able to override the change if
Customizing Table View Settings Globally
Hello, Our organization was wondering if theres a way to make the table view settings global. By default, ServiceDesk Plus does not enable the "Priority" column within the requests view. You are allowed to enable this field to be shown via the the table settings. However, this only changes it for the user who adjusted the setting. Is there a way to set up the table settings so all technicians see the priority column? The screenshot below shows what I'm referring to. If this is not a current feature,
Migrating to hosted version
I have been running Service Desk Plus locally for a number of years. I am going to be moving to the hosted version and I am wondering if there is a best practice for migrating my data, which is mostly Request Data and attachments. I am using the built-in Progress database on a Windows 2012 server. Thanks
Ability to Filter Dashboards by Group
Hello, I believe a very valuable feature would be to filter dashboards and the different dashboard graphs by technician group. Currently, SDP only allows for dashboards to display information regarding every ticket within the entire system. Lots of this information is irrelevant to certain technicians. Most organizations have multiple groups or teams within their IT department so being able to filter the dashboard based of the different technician groups created in SDP would allow each technician
Ability to add notes to contracts
It would be great to be able to add notes to contracts as a way to document progress on renewals or to log decisions about the contract. ie. We are not going to renew this.
Automatic report on last day of the month
Hi, at the moment I can only set the monthly Schedule on day 30 or 31 (or 28/29 for February). Months without a 31st day are skipped when I select "On 31 day" and when I select "On 30 day" my report isn't complete because it's missing a day. So at the moment I have to change it each month. It would be nice to have an option "On last day of the month". Thanks in advance!
Delete Software Manufacturer
Hello, I've had a browse through the forums and can only see this mentioned in 2-3 year old topics on the SDP on site client forums. In on-demand, is there a way to delete the Software Manufacturers? Regards, Thomas
Assigning and finishing tasks from service/incident requests for normal users
Hello guys, I've asked the question already through the build-in help function of SDPOndemand. I've decided to also post it here, because we had an internal discussion about it. It's about tasks that can be set up on service/incident requests. Currently only an 'owner' can be set, which are only technicians. This in itself hinders and limits the application of SDPOndemand significantly in our opinion: individual tasks are 99% of the time relatively small tasks that have to be accomplished by a single
Change Module - SD+ Cloud: New notification
Request for new notification specific to when a new note or attachment has been added to a Change ticket. There only seems to be a notification for when the CR is modified via stage/status. Thanks.
Task and Milestone Order wiithin a project
The order of the Task or Milestone should be able to be changed.
New requester creation using API
When will this be added to the API? Thanks, Greg
Asset management
We are having a number of issues with the inflexibility of the asset management in SDP on-demand, primely with Virtual servers and workstations. We have Desktop central integration and so the asset database is populated via Desktop Central. We have a large number of Virtual computers, which are a mixture of Workstation and servers. Some of the them have server roles even though they use desktop operating systems. We use part of the computer name to identify the virtual computer as a server or workstation.
High Priority Ticket
I would like to know where to go to change what technicians can receive an email about a High Priority ticket.
A 'custom view' quick switch bar
Hello guys, We are using views not so extensively. The reason is that you have to open the 'Views' menu, select a view, and then it switches - the different views are used, but not so much. I would be happy and to expand upon and use the 'views' a lot more, quite simply because it has the potential to clean up the views. I think it is currently to cumbersome to switch each time - but more importantly: i often forget it's there to use. So i would suggest using the whitespace to fill up the room with
Mentions Notifications
Looking for this feature in SDP Cloud: When you @ mention another technician they can be notified with a pop up or a notification in their browser.
Notification of Survey Result
We would like to get a notification email when a user survey has been submitted.
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