Project task/milestone dependencies
We would like to have the ability to set dependencies for the different milestones. This will help to show when the delay in milestone 1 can affect the start of milestone 2. We would also like to be able set task dependencies across milestones for tasks in different milestones. Thank you.
Requests View - Show More Items
Hi Guys, I was wondering if it were possible to implement the option to show more than 10 results at a time? Currently you don't know how many items there are until you click on the "... " icon and you are only able to see ten items. It would be great if you could have the option to show say, 10, 20 or maybe even 50 items at a time. Regards, Jared
Automatic reply
Can you set up Manage Engine for an auto reply message ?
Navigate search views
It is very hard view the details of the request in a search. When using the search function, its not possible to navigate the incidents. If the details for one of the incidents is opened for review, it is not possible to browse to the following or previous incidents in that search. Exiting the request detail, will return to the Previous view but will loose the search details. We need some functionality to address this.
Business Rules - need option to change to service request and change template
Based on business rules, when a request comes in, we need to automatically change it to a Service Request and select a specific template. This would be a tremendous help since we have templates that have associated tasks. Right now, we're manually changing each ticket. thanks.
Grant ability to clear date fields
Currently, once a date is saved into a date field in the system (specifically the asset section, but likely many others as well), we have no way to clear that field to make it blank again. Use case would be that a user made a mistake and entered data into these fields and they need to make the fields blank again. We currently have no way to take the dates out of that field and make it clear again. This is a huge problem, as if a user makes a mistake, there is no way to rectify it.
Project feature requests
1. Ability to copy an existing project to a new one. 2. Projects list - be able to just see my projects and define views similar to Requests. 3. Make the "Priority" list different from Requests. 4. Clear out date fields. Thanks.
Time Zone Drop-Down List
It would be great to have the drop-down list for time zones sorted by time offset. At the moment I can't see any reason as to the lists order. Australia also has multiple options for the same time zones for some reason?
Projects - Task Board
Would like to have an interactive Task Board to track and update project tasks. In the attached example, the Goals could represent a Project and the different colored Tasks could represent a Task Owner. Thanks.
Customized Domains / Self-Service Portal - Domain Mapping
On the following website https://www.manageengine.com/products/service-desk/customized-domain.html it suggested we can use our own domain with HTTPS but also mentions certificate issues will be had. It would be great if we could also upload our own certificate to the site for use with HTTPS and a customized domain.
Asset Components - Assign in Bulk to Site
Guys, Possible to add the option to add asset components in bulk to a certain site please? With IT Assets it is possible to do it in bulk, but not with asset components. Just to add that if you buy 46 monitors (as i did), and i have to go through each and everyone of them to assign them to the correct site: that's not exactly fun to do... In the below screenshot you can see that the "Assign to Site" option is not available for asset components.
Hardware Driver Information Request
It would be beneficial if in an asset scan, the scan could retrieve driver version information. It would then be useful if one could run a 'Driver Report' from that asset page which would show the Device Name and the Driver Version for that specific asset. Thanks, Liam
Enable auto-assignment if request has not been picked up for x days
The way our team works we would like to have auto-assignment turned on, but not auto assign tickets unless they have been unattended for 2 days. I know there is a feature to email when a ticket is left unassigned in a queue, can this data be used to limit the auto-assignment feature as well?
Multiple Requesters
I've seen this question asked many times (over many years) in the SDP (on-site) forums without any resolution or timeline for this to be added as a new feature request, but I'd like to get this added as a feature request for SDP On-Demand and/or provide a work-around for our needs. We are requesting the ability to add more than one requester to an incident, problem, etc... Why do we want this? As others have already posted, there are many valid reasons for needing more than one requester on a ticket.
Replying to ticket from outside e-mail doesn't notify users
I know this has been an issue for service desk plus and has been resolved, but we use OnDemand-service desk plus. Is there any plan to implement this feature in the cloud version?
Asset Lists
It would be nice if there was a spot at the bottom of the lists for moving to the next page like there is at the top of the list. When we scroll down our list and find out that the asset we are looking for is not on that page, we have to scroll all the way back up to the top to go to the next page of the list. Thanks, Liam
Technician Variables in email notication template
Hi We would need that when requesters get email that the ticket has been assigned that we can put in more then just $Technician we would need $Technicanemail $technicianphone since we dont users to reply to the emails we want users to login to the portal. Please have this done ASAP thank you
Project ID in the Requests listview
Guys, I've asked this quite a while ago, but i would have like to see the project ID visible in the Requests listview. Currently this is not possible: You have to go to the project to see related requests Or you have to open a ticket to see to what project it is related Two things: This is crucial to me, and i am working a few months without it now, working my way around it. And this is a huge problem for me and my colleagues. So currently i do not use the Projects module because of that issue.
Alerts for change approval actions
We have a change manager role within our organisation who is responsible for sending approvals for changes to relevant people. When these people approve the change the notification is sent only to the technician. Please can you add the ability to notify other users/groups when approval is received on a change, or even better when all approvals requested have been received
Multi departmental -- Solutions
Hello ME, Is it possible to have one solutions db that can be seen between portals under one organization? Please advise. Regards, Era
Templates for Status change Reasons
Allow us to create templates for Reasons under the Request Status Scheduler. This would save technicians time if we could have canned reasons available from a pick list when we change the status.
Business Rule Based on Technician
I would like to have a business rule based on a techncian. Is that possible? I don't see "Technician" in the list of options to define business rule criteria.I apologize in advance if I have already posed this question via email. Thank You
Agent with on-demand?
Hello, Are there any plans to bring the agent based asset tracking from the on-site service desk plus to on-demand? Our staff operate world wide and are not always connected to the domain network, so the probe setup isn't really a good method to keep updated information on assets. The ADLogonApp is a compromised solution from what I can tell. Regards Thomas
The ultimate QoL and feature request list for SDP Ondemand
Hey guys, Been using SDP Ondemand for a while now. All in all, i'm a happy customer. Which is not to say i'm willing helping out and make some suggestions. The following is the The ultimate QoL and feature request list for SDP Ondemand, and includes bugs that need to be squashed, as well as new features and some QoL improvements: Assets --> Workstations and Servers: cannot manually add disks Assets --> Workstations and Servers: cannot manually add network adapters Additional field --> Pick List:
Search within Forum
If I am in the OnDemand ServiceDesk Forum and want to search to see if someone else has already posted something pertaining to the same topic, when I type in the Search field, it searches through every forum for all the products and not just OnDemand ServiceDesk. This usually creates even more items to try and filter through. This sort of defeats the purpose of having the search field. Since your subforum list is very generic (i.e. Announcements, Feature Requests, General), it might be very beneficial
Add "Last Updated By" field and column
It would be nice to have a field/column for Last Updated by. This would provide better viability and accountability on where the request is at instead of having to open each request and click the Conversations area. Also, if a technician closes a request that they are assigned to, the email system should be smart enough to know how to email that same technician.
SDP Projects - Work documents
Hello guys, I'm working with Projects for quite a while now, on-premises as wel as SDP online. I'm struggling with related project work documents. A 'project document' is a document in one form or another that we edit and change ourselves that are related to the project. 'Work documents' in my case are: Infrastructure designs that we receive, in all formats Microsoft Project worksheets Visio diagrams Excel financial sheets Network schema's All in the most commonly used formats: Word, Excel, PowerPoint,
SLA attach to incident
Actually, I have created a few SLAs with response time due. How can I associate an SLA to an incident? Do I need specific privilege or any other alternative? The reason behind to have an automatic reminder/notification for the technician to know the duration for resolving the issue. Awaiting your reply. Thank you.
Bulk Edit of Notes
Good Morning, I would love to see the addition of the "Notes" field to the Bulk Edit screen. We have many cases that, at times, need to be updated with the same information that alerts users to delays. The delay, in most cases, is caused by the same set of circumstances so a bulk addition of Notes, including the "Show this notes to Requester also" and the "E-mail the technician for notes addition" check-boxes, would be a welcomed addition. As it is now, we must access each case individually and paste
Ability to auto schedule reminders or add to calendar via Templates
It would be great if you can auto set reminders for specific templates. For instance we have a template for AV Setups and currently I have to manually create a Calendar item in outlook each time I take ownership of a ticket so I have a reminder to set these up. If there is another way to accomplish this please let me know. thanks
Expand Resource Functionality in Service Request
The resources in Service Requests are awesome. However, there are some additions that would make them even better by having the ability to: 1. Organize Resources where you have added multiple resources. If we add a new resource, we may want to move it ahead of existing resources. 2. Organize resource questions. Essentially the same as number one. In order to help with the flow of questions for users, it would be create to allow us to organize the questions just like you can in for tasks attached
Screenshot capture tool on Self Service Portal
Please consider implementing a screenshot capture tool on the Self Service Portal. I see this was recently added for submitting tickets to you all it would be great if we had the same feature.
Create Business Rule with a match on Group
I need to create a business rule that matches on Group and on Request Type. However "Group" is not available as a selection, can this be modified so I can use group? Without it we end up capturing groups we do not want the business rule to apply to. Thank you, Erick Grimmer
2 email per requster
a lot of my requsters have more then one email and i would to combine them to one so i see all there assets and tickets in one place
Email filtering by attachment size
We have voicemails sent in by email as an attachment Around 20-30% of the incoming voicemails are actually empty - and of course we would like to remove this as a burden of administration by dropping or auto-closing these emails. I propose an option in the spam filter for attachment size (which would be used in combination with the sender/subject) Alternatively a field you can use in business rules of 'Total attachments size' (given that it can apply to all tickets, and it would be hard to list details
Add column chooser to project view
The project view in service desk doesn't have a column chooser option. The request and problem areas in Service Desk are two areas I can currently choose the columns I want to show in the main view. Can you please add a column chooser option just like the other areas of Service Desk into the Project view? Thank you, Erick Grimmer
Features request for better Windows 8 experience on SDP on-demand
Hi, We are test driving on-demand and notice some actions do not work properly on Internet Explorer 11 App. Please improve compatibility as there are many new low priced Windows 8 tablets being sold. I would like also to suggest designing Windows Start Menu Tiles for SDP on-demand. Please follow this url as it would be a massive improvement: http://www.buildmypinnedsite.com/en I also integrated with Azure AD, ADFS and Office 365 for SSO. Please contact me if you would like to know the procedure.
iPhone app - possibility to view solution base?
Hi. Are there any plans to include the solution base in the SDP On-Demand iOS app? The ability to see own cases and so on is great, the app would be fantastic if it supported the possibility to search the solution base when visiting a customer for instance, out of office. And without the need to logon to the browser solution... Keep up the good work, you're products are simply fantastic. Best regards Terje Gabrielsen
Technician Edits
Please allow Technicians to edit their posts. You can allow edits up until the time the case is closed...and then lock it down.
IMAP mail, instant receive...
We are using Office365 and Exchange mail server, and would like to have "push" mails on SDP, but there is no option for this, because fetch time are minimum 2m ?
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