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.
Mail Fetching Stopped Notification
Several times my mail fetching has stopped for no reason. Since that is the primary method for customers to submit tickets it is a real problem. When we don't identify that mail fetching has stopped customers wait to get responses to issues. Makes my company look bad but it isn't our fault. I submitted a support request but have received no response after several days. So this is a request to implement a new feature. Notify the administrator(s) when mail fetching stops for any reason. You should
Request for Slack Integration
We would like to put a request for slack integration. Thanks
SMS capability
Hi there, I would love to use the SMS capability however we have a corporate SMS provider and do not want to sign up for the only two you have in SDP Cloud. Can you please open this up more so we can use our own provider (who has API's already to go) and take advantage of the SMS feature. At the moment locking it in to your own approved providers is limiting. Thanks.
Link projects to requests
Hello guys, I often link requests to projects. The presented list however is always filtered on "All Projects" - whilst it should filter (ideally) on 'Pending projects'. My list of All Projects is rapidly growing, so i have to look in a long list to link my project. Is it possible to change this behaviour accordingly please?
I.e. "When a Status is "X" auto close after "X" Days"
This is currently possible with the "Resolved" status via SETUP - Request Closure Rules that automatically closes a ticket after "X" Days. It'd be really nice to have a feature that allows us to add multiple request closure rules to edit our own request closure rules based on request, not just for automatically closing, but to allow us to also add the ability to have different closing rules for different incidents. Many Thanks, -JCGrindstaff
Work Log Comment Post to Resolution
I was wondering if you could put a checkbox on the Work Log comments that would post comments to the resolution. Right now, I log my comments via work log, and then I have to turn around and type (or copy) those same comments to the resolution. In addition, if this is done, it would be nice to be able to have multiple work logs post to the resolution as well. We have some incidents that take two or three days to resolve based on conditions. It would be nice to post the date and time stamp,
Bulk On-hold - improvements
Hello guys, I send out additional questions, and await response on tickets - multiple tickets that is. Currently, after i send away an additional question, i set the ticket on-hold. It goes one by one - which is very slow and cumbersome. Is it possible to add a button on the listview directly, where i can set tickets 'on-hold' in bulk? (where they take the same status change date offcource) Something like this:
problema for find the app for phone
hi there! I have a problema for find the app for phone, because i need administrate our proyects, but on the aplication, i can´t see it, only can see request, ¿ how i can configure the app for use it? i'm using the app "ServiceDesk Plus SaaS HelpDesk"
Importing information from Google Apps
Where in Google Directory does the Department Field populate from when using Import from Google Apps? Will there be an option to import phone numbers and sites as well?
Survey Questions: Add different questions based upon Satisfaction Levels
Hello, Is it possible to have the form be a bit more dynamic so that when a user clicks on the level of HORRIBLE or BEST TECH EVER that it can be dynamic to provide a different set of questions depending on what they choose?
Requester - Site Field
I've noticed that the Site filed cannot be removed from the Incident Template, and I have no issues with this. So I'm wondering, why not just make it a permanent part of the Requester form on the template? I've tried moving it there into that open space, but it would appear that it won't allow us to do that. Unless there is a way to edit the Requester portion and I'm just not aware :) Thank you, Josh
Application Timeout
Currently there is no option to set a timeout or auto logoff. It would be nice to have this for security reasons, especially for technicians.
Feature Request: Requester Content Variables
Currently you can make additional requester details fields for things that are currently missing in the default system, but they are not usable as content variables for reply templates to to pull that date unless I am missing something.
Future Request Updates - OnDemand SDP
We’ve been using the system for a while now, and I’ve come up with a list of features I think would be nice to have within the system. Probes & Discovery · It would be nice to show the description under Network Scan main page. Or at least be an option to select in the table settings. · Same would hold true in the Windows Domain scan. Asset System · Alphabetize the asset drop down list. This is currently in a random order. This is both under IT Assets and Software. ·
Incident Business Rules - No Technican Match Option?
I want to setup an incident business rule based off a match on technican. However technican doesn't appear in the "Match the Below Rules" drop down selection? Why is technician not an available option? What I want to do is auto assign an IT Group by techncian. For example after a request is reviewed if it is assigned to me and I work in the IT Group "Applications" I want that group selection to happen automatically. Currently since Group is a required field for closure we must always manually select
Business Rule Limitation
I am trying to setup an automated escalation form for another team. The idea is when the ticket is edited to a level to trigger the business rule, an email is generated automatically but the execute rules are very limited as you can only pick create, created and edit or just edit. What I would like is the ability to set it to execute once a ticket is edited once and not try again for the same ticket, as what is happening is, a single edit is sending the same escalation template which is not exactly
Dashboard - Show My Work
It would be nice on the Dashboard, especially for technicians, to have a widget for your own open work. Just a simple, My Open Requests, My Open Tasks - showing the number open, which when clicked on would bring you to your open items. And, if that could be done, have the ability to see My Group's open requests and tasks (again just starting with a count). This would just make it easier from the dashboard (if wanted) instead of jumping from Dashboard, to requests, to tasks, etc.
display contact information when hovering over requester's name
Hi The same way when hovering over a ticket will give you some information on the ticket like subject, category and some description can we have also the same feature when hovering over the requesters name. It should give us the phone numbers and email Thank you!
remote session tool
Hi , I'm using exchange server 2013 configured with ticketing tool. I can send and receive emails through tool. But i'm unable to send remote request. client is not receiving the remote assist email from zoho assist.
Office 365 Integration for ServiceDesk Plus Cloud
Hi ServiceDesk Plus cloud users, We are working on Office 365 integration for ServiceDesk Plus Cloud and would like to know customers point of view for the same. In this integration having Office 365 Calendar as the base we have build the following functionality. 1.Push Tasks from Request, Problem, Change and Projects to the O365 default calendar. 2. Push Reminders from ServiceDesk Plus into O365 default calendar. 3. This feature syncs both ways (O365 <--> ServiceDesk Plus cloud ): When users mark
I want to se the item of an specific subcategory.
I need to see the field item (part of subcategory) in the Request Form, Thanks
Adjust image size while replying a ticket
Hello, Currently the SDP allow us to copy-n-paste an image directly in the editor, but we dont have any option to adjust the image size. Will be very helpful if we have an option just like the Gmail editor, so we can change the image size. -- Tainã Rodrigues ACSoftware Brasil
Mcafee SIEM integration with On-Demand service desk plus
Hi Team, We would like to integrate our SIEM solution with On-Demand service desk plus, which will auto create tickets. Does this solution support it , If yes can I get the guide please.
Change templates for SD OnDemand
We have a number of changes which are recurring (eg. Monthly patching) Is it possible to have change templates added to the future feature list?
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
For Service Desk Plus OnDemand making the resolution response firs
Is there a way to order how the requester sees the responses back from a request? We would like them to see the resolution first so they do not have to scroll through all of the pages to find it.
Does SDP On Demand include Request Dependency?
I am in love with the Request Dependency feature in ServiceDesk Plus, but I am unable to find that function in SDP On Demand. Is that feature planned for implementation? Jordan
How do I make resource information mandatory in a Service Template?
Quite often our requesters will skip over questions in the resource information in a service template. I'd like to make the question mandatory just like you can with additional fields, is this possible?
ServiceDesk Plus On-Demand Change Management Suggestion
ManageEngine Service Plus will be implementing the following features really soon but I'm hoping these can be implemented on Service Plus On Demand as well because we are unsatisfied with the current Change Management features Option to create multiple Change Templates and specify a workflow for each template. Support for creating a normal template and an emergency template with each having its own workflow. Notifications based on roles - Option to configure the roles (Change Implementer, Analyzer,
On-Hold Reason -- Add field to custom report
Hello ManageEngine, We would like to ask for you to add "On-Hold Reason" field in the available columns when generating a custom report. Or if this is already in the OnDemand's roadmap, may we know when the patch release for this will be rolled out? Thank you!
Multi - pick field for SDP-On Demand
I saw a number of requests for this for the on premise version. Is this something that can be implemented for on-demand? Specifically I would like to use it for Service Request so the user can select all equipment needed or all locations that will be included in a video conference. Thank You.
New Request - Log by Sub Category or Item?
We have about 15 categories - not a whole lot really. However, our Sub Categories and Items are getting quite lengthy. Is there a way when logging a ticket to bypass the Category and just type in a Sub Category or Item - allowing that to fill in the other related fields? This might be easier, especially if you know the Item, to be able to just type it in and when tabbing off that field, have it autofill the Category and Sub Category fields. As an example: Category: Desktop Sub Category: Producitivity
SDP - On demand
Is there a way to make announcements tab in the self service portal flash of something when there is an active announcement present? This would be a good feature to add to the customer experience allowing them easily to see that they have awaiting message. Colby
SDP On-Demand: Include detail of ticket within Surveys so users can refer back to their tickets
Please consider including ticket information (Title, Description, Resolution) of tickets in the survey so the users know what they are giving survey on.
Business Rule to convert Incidents to Service Requests
I'm sure if this is doable, but would really make implementing some ITIL practices into an established service desk much easier. Thanks for the consideration
Project Scheduling
Hello, i have two inquiries: 1- is there any way to do resource and capacity planning for projects? i need to make sure that technicians are not over allocated with tasks. Currently the application allows me to schedule unlimited number of hours for the same technician on the same day. 2- Milestones and Projects scheduled start and end dates do not automatically calculate based on scheduled tasks contained within. Also, the estimated days and hours for tasks do not propagate up to milestones and
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