show user information when hovering
Hi There is a nice feature that when you hover over the subject of a request then all the information including the description comes up without having to go in the request. Is it possible to have this as well that when we hover a user's name then the information like phone number, site and email will show up so we wont have to go into the request every time? Thank you!
Next and Previous buttons for Tasks
We add many Tasks to Requests, and technicians often have to open them up and add notes. It would be helpful if each Task when opened displayed buttons for "Next Task" and "Previous Task". Then they could jump straight to the next or previous Task in
Support for Nutnaix in Assets Module as a Virtual Host
I would like to request support for Nutanix AHV as a Virtual Host within the Assets Module. Nutanix is supported in some of the other ManageEngine modules, so hopefully it can make it to the SDP Application at some point in the future.
ADD new widget - Assets By Age
Hi ALL. SDP Cloud has many widgets for Asset module. Could you add new widget with info about age of assets. Similar widget has EndpointCentral in report "Computers By Age" Just add it to cloud SDP )
Instruction or help text
I see this 3 year old announcement about help text being available for locally hosted and MSP. When will this feature be available for SD+ cloud? https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-6-help-text-fields-will-have-a-rich-text-area-in-incident-and-service-templates
Re-engineer SDP Cloud Asset Probe and Discovery to not seek Domain Admin credentials
our security team will not let us utilise a domain admin account as, correctly, there is an account with the permissions required that isn't domain admin. its poor security and design principal to fall back on domain admin credentials!
Allow change status from request list
Today in request list view there is no option to edit the status directly and manually per ticket, like in technician or group. The feature exists in on-prem.
[Free webinar] How to measure the success rate of help desk initiatives
Hi folks, We're back with an interesting webinar on measuring the success rate of help desk initiatives. Date and time: August 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is no secret that prioritizing continuous improvement is
Keywords \ tags for request templates- to ease search for end users
Add the ability for Requesters to search for the keywords on the requester portal and the templates will be suggested. As an app admin, I want to define templates per team and ease the search for the end user. The EU will type app name, and all the relevant
Add Created By and Created Date to all business rules, templates to ease admin work
when I need to sort or work with multiple changes on business rules and templates, I cannot know sometimes when I made the last change on the rule or disabled it.
Need a Cancel button for request sub tasks
In the list of tasks attached to a request, we can quickly select some and click the Close button when they're completed. We often have some tasks left that are inapplicable, so we mark them as canceled instead. To do that, we have to open each one, change
[Free e-book] 5 real-world interconnections that IT teams overlook
As organizations grow, IT teams tend to expand into sub-departments that focus on specific functional areas, such as service desk, network operations, security, and more. With time, these specialized teams often lose sight of how strategies implemented
Request tab links could show a count of their content, eg Tasks
I think it would be helpful if the "tab" links in a request gave some indication of whether they have any content. Eg Tasks, Checklists, Reminders, Approvals and Worklog could show a count of the number of items in them. For example, if there were 7 subtasks,
Schedule Dates Without Specifying a Time
When scheduling a begin or end date usually for a Change, it's burden to require users to select a time too. Especially down to the minute. That level of granularity is not usually needed. Maybe there could be an option to default to no time, or rather
View Changes in Kanban View
A helpful feature would be to have the ability to visualize Changes with a Kanban view. Ideally, you could select to group the cards by any of the Change fields.
Setting default values when bulk editing requests
We would like to be able to set default values for fields when bulk editing requests. This will save time on behalf of technicians who regularly need to reassign groups of requests to different groups, by having the site field prepopulated with a value
Customisable Additional Fields for Task templates
Our ITSM team have requested the ability to add additional fields to task templates with the goal of more accurate reporting on tasks, as well as allowing technicians who complete tasks to provide specific details quickly via picklist fields rather than
Set request due date with one click
To set the due date on a request, I have to edit the request, scroll down a bit and click on the Due Date field. In view mode, the due date field is shown in the right hand panel. Would it be possible to make that clickable so we can change the date without
Approvers ability to add attachment while approving
Allows the approver of request to have an option to add an attachment while approving a request. This will the approver to provide additional or signed documents related to request. This feature needs by most of the finance team in organization.
Reason on hold field as part of the side bar details.
I would like to requested to add the 'Reason On Hold' field up to where the status etc is on the right hand side of an incident/SR, this is helpful in the fact we have sight of this at first glance and don't need to go into the details of the inc/SR to
Checklists are hard to work with
Are there any upcoming enhancements to checklists? I'm just trying them out, and find them very frustrating to work with. When creating them, having to drag the new item into place is very fiddly and tedious. Can we have the option of, say, double clicking
Combined user section with requesters and technicians
Hello Team, In Ondemand SD+, We can achive below benifits If we can have "User" format where both technicians and requesters are part of it. Like we do have in Onpremise SD+. We can mark technicians as VIP. (In Ondemand, currently its not possible). If
[Free webinar] A guide to consolidating IT operations data into a unified dashboard
Hello folks, We're back with an insightful webinar on consolidating IT operations data into a unified dashboard. Date and time: July 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Are you struggling to pinpoint the root cause of IT downtime?
[SOLVED] Automatic Resolve/Close Ticket Rule
I would like to see a feature added to ServiceDesk that allows you to set a rule to help auto close tickets that customers never respond to. For example, if you reply to a ticket and the customer does not reply back then then ticket auto closes. I'm not sure the details but we have issues where we ask a customer a question and don't here back for weeks. Those tickets clutter the system. Having a way to auto close tickets when a response is not given would help cleanup the mess and help motivate
Suggestion - Add ticket subject line over Browser Tabs instead of "Request Details"
Ideally we open multiple browser Tabs of IT Tickets. It would be much easier to navigate to a specific tab if the Subject lined displayed over Tab (When a specific ticket is opened) instead of navigating through all those tabs since it just says "Request
Make task Description field available for display
If I enter a description in a task template, I can see (part of) it in the list of task templates. I can also see (part of) it in the list when I'm choosing a task template to add to a request. But I can't see it once it's added to the request. I would
Multiple Approvals for a Single Request
While this may not be the only use case, the best example I have right now is new user onboarding. Our onboarding process requires we submit multiple approval requests for things like the user's computer, a company cell phone, certain software packages,
Following tickets
I'd like to suggest a feature to 'follow' service desk tickets without being the owner/technician or just getting CC emails when it is updated. As the Service Desk manager in a busy service desk I need to follow tickets through to resolution. It's easy for tickets/issues to get lost in the volume of calls that come through. Thanks.
Suggestion for new notification for unassigned tickets
We sometimes run into the case where a request is assigned to a group for an extended period of time but no one in the group picks up the request. In this case, if the user replies with new information or asks for an update on the status of the request, no one sees that email in a timely manner. I suggest a new option for Technician Groups: "Technicians to notify when conversation is added and no technician is assigned". It would be configured on this screen, similar to how “when a new request
[Analytics Plus webinar] How analytics-driven IT service management improves employee productivity
Hello folks, We're back with an insightful new webinar on how analytics-driven IT service management can improve employee productivity . Date and time: April 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? When faced with a plethora of
Azure IT Service Management Connector Support
Can you implement IT Service Management connector so alerts can be issued direct into ME? https://azuremarketplace.microsoft.com/en-GB/marketplace/apps/microsoft.itsmconnector?tab=Overview
Common Functional example for Azure Devops Integration SDP Cloud
this is relatively an easy user story (one that you shouldn't need customers to work out for you) as a helpdesk admin using SDP Cloud edition (NOT SERVER) i want to escalate a ticket to my engineering team in azure devops I will manually assign the ticket
Additional Fields & Checklists for Release/Change Stages
It would be beneficial if there was the ability to add additional fields to a specific stage of a Release or Change instead of the initial submission template. This will make sure that information relating to the relevant stage is kept clean and concise.
Populate Standard & Custom Fields Using Logic
I'd like to request a feature for the Assets Module, that would allow us to populate fields based on other information already contained within asset details. This could be used to populate both standard and custom fields. This would be useful in populating
Asset Fields - Prevent Override
One issue we run in to quite a bit is that some of our assets fields do not get populated correctly during a scan. We are unable to modify/correct certain fields, because they will just get overwritten during the next scan schedule. To solve this, I would
Currency field on service request/ incident request template
We missed this feature on customize the template and we would like to have it soon, like to have supported currency field with multiple currency type for example user can select from the list of currency and enter the amount based on currency type also
Get Solution with Roadrunner Email Settings
Assuming you are utilizing roadrunner email on any outsider application like apple mail, windows mail application, Microsoft Outlook, Mozilla thunderbird, or email client then you want to set up your roadrunner email on IMAP or POP3 server with the goal
Customize Approvers page details
Hi all Many of our users have asked us to remove a few details in the request details page/ approver request page ( service Catalog) and adding more features. this can be done on each template. for example Rearrange the sections in the request details
Show Errors for Additional Field Pick-list Items
Whenever I am creating an additional field of pick-list items, I always bulk add them. But sometimes I receive an error message and cannot figure out what the system wants me to change. If I bulk add 100 items, I would like an error to tell me, for example,
Split Categories, Sub-Categories, Items in to 2 tabs "Active" and "Inactive"
When we no longer need a set of categories or items and disable them "Because they can't be deleted due to being used in tickets, tasks, problems etc" they can clutter up and cause confusion with the currently active ones. If there was a way to separate
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