Merging requesters MSP
I know there is a built in function for merging requesters in the non-MSP version, I think it came in the 9412 build. Is this function on the road map for the MSP?
Worklog Type
when viewing the available columns on the worklog details section, the worklog type is not available to view as a column. Can you confirm if this will be added? if so, when is this due to be available. Thanks Rory
Account Documentation
Is there any feature that I'm overlooking that allows technicians to save documentation for accounts or sites? It would be nice if a tech is working a request that they could just click over to the documentation for that account or site and view things like IP addresses of key pieces of equipment, server OS versions info, usernames, passwords, etc. Right now we document that stuff separately, but having it built into the Service Desk seems like it would simplify things.
site details in incident creation screen by Requester
Dear Team, can anyone suggest the possibility of the adding site details and region field in the incident creation screen by Requester, so that when requester log the incident , he should have option to select the site details and region from drop down option. Regards, Manoj
Require assistance with Custom Scheduling JSON Custom Script
Trying to configure custom schedules to read from SLA Violated reports and email technicians per overdue request to remind them daily @6AM EST. Require assistance creating the custom script in JSON format to read into ServiceDesk and email out to technicians per email address specified under technician profile?
Habilitar cantidad de tickets service desk
Buenas Tardes Quisiera conocer en que parte de la administración del Service Desk se puede habilitar para que en el portal de usuarios, puedan ver la cantidad de tickets abiertos. Gracias. Cordialmente, Erika Pardo
Dependencies Map - No Jump for line cross
Is there a plan to redesign the Dependencies map for Service Catalog? Right now, the design highlights the line when you hover your mouse on a task. One thing that can solve this not so good design are line jumps in workflows:
Home - My View
Hi, Is there a way to customize the Home > My View interface? The current one shows Requests Overdue, Requests Due Today.... Can this be customized?
Task - Customization
Hi, Is it possible that I do customization on the Task layout: remove some fields like Group, Estimated Effort...
Hiding Accounts
Hi, We have accounts for clients that have already terminated their contracts. I want to hide those accounts from appearing to the technicians without deleting the accounts. Is there any way to do this?
Project Management Module - remove names from available users list
Folks, not all of our staff are approved to work on projects. How do I remove them from the 'available users list'? If that feature isn't available today, when will it be? The available users list can be quite long with everyone in it especially when they don't need to be. Happy to go through and disable users that have no need of this module. thanks
Share request feature in ServiceDesk Plus for MSP
Hi, When "Share request" feature will be available in SDP MSP?
Disable new request creation through email for Support Groups - Feature Request
Our support groups accept the ticket creation of external users by e-mail to our HR, Accounting and Financial groups. Some groups can open tickets by e-mail, other groups can not, just by Self Service Portal. Internal requesters (@sicoobxxxxxx) can not open tickets by e-mail to the groups in our Shared Services Center (SSC). Ideally, we would have the options below, parameterized by support group. 1. Option to disable / enable the new request creation through email; 2. Option to set rules. If the
Tomcat Update in SD MSP to 7.0.81
Hi, I can see that currently Service Desk is listed in the General Module FAQ as having Tomcat 7.0.26 bundled. Given there's a fairly serious known exploit with Tomcat 7.0.0 through 7.0.80, will this be getting updated in a future SD/SD MSP patch? Cheers Paddy
Notification Rules for each Account - Feature request
Currently, we have the option to configure the 'Notification rules' for the requesters by 'account', but we don't have the same option for the technicians. For each Account, we can enable or disable the notification rules but for the technicians, this option doesn't work, the same configuration is applied globally. The reason to have this option is: A. imagine that you want to enable a notification to send an email to the tech A and tech B when a new ticket is created for the Account A; B. Now you
Documentation about Projects - Feature Request
The initiation of a project involves several documents: Examples: 1. Opening term; 2. Scope; 3. Schedule; Among others. It would be useful if ServiceDesk allowed templates to be created for those documents (not just add those documents as an attachment, but create templates and allow templates to be sent). Imagine that a new project was created and it is necessary that the 'opening term' be sent to those involved. The project module could have the option to 'send a new notification' with a drop-down
Score Rules - Feature Request
We currently have the "business rules" to analyze a request's fields and perform an action. One of our SDP-MSP users would like an option to qualify the tickets (scoring rules). For example: If 'level = development' add 10 points. If 'urgency = low' add 3 points. These points would be available on the request details page. In this way, the technician would be able to prioritize the tickets according to the score of the same.
Disable 'new incident' button for technicians
Hello, Currently, we have the option to disable the default request template for the requesters, but we don't have this option for the technicians. This option will be very helpful and will allow the technicians to open a new ticket just with the right category/template.
Billing rules based in the worklog fields
Hello, Currently, when we configure a 'billing rule' we can use additional fields from requests, but we can't use additional fields from the work log. For example: Some of our customers have different 'billing rules' based on the level. The 'tech A' is from level 1 and he adds a work log on the ticket. The ticket was escalated to level 2 and the 'tech B' adds a work log. After this, the ticket is closed. The level is a request field, so when the customer generates the bill, the billing rule will
New Design for Service Desk
Hi everyone, I want know if the Service Desk will get the beautiful design like (ADaudit plus, desktop Central, Exchange Report etc..)? All the best
Forms information in return email
Hi team, We recently opened a call for a future request for which a ServiceDesk Plus MSP ID: SDF-10584 was generated, but would you like me to tell you at least a prediction of when this future will come out? Thank you for your support!
Please start to add to the History tab when Business rules or other automation changes values
It would be very helpful if the History tab actually made note of when a Business rule has done something to a request. For example: <Business rule name>, triggered. Category changed from X to Y Subcategory changed from O to P
how can I get more information from GET_REQUESTES?
Hello I need your help. I'm using the API get_requests but this just get some fields: <request> <workorderid>XXXXX</workorderid> <requester>TEJIDOS INDUSTRIALES COVETA S.A.</requester> <createdby>TEJIDOS INDUSTRIALES COVETA S.A.</createdby> <createdtime>1496957916993</createdtime> <duebytime>1497389916993</duebytime> <subject>Error en contabilidad</subject> <technician>MARTHA AIDEE MALDONADO MARIN</technician> <priority>3- Alta ó Restricción
SDP- MSP_ Default Solutions in Resolution tab
Hi there, I see there's multiple threads of the Solutions auto suggest when adding a resolution, also see there is a fix. Is the fix the same for SDP- MSP? Regards
Approvers and more...
Hello, is there currently a way for requesters to choose approvers when creating their service requests? In our enviroment, users are responsible of getting the needed approvals from their supervisors, and other area's supervisors, before submitting a ticket for us to be able to complete a certain service, such as access to a data base or application. If we want to apply the process through ME, we need the user to be able to choose approvers, and have that ticket on hold until everyone approves.
Quick change option for "Status" just like the quick change option for which technician has the call
Hi, I love the idea of the quick drop option from the main view (for choosing which technician) Would it be possible to get this option added to "Status" as well? Link below for the technician drop down menu, https://gyazo.com/cc0d7c7148b24ffb15033cf2c21ea965 Many thanks, Brad
Attachments doesn't load
Hello Anyone knows why the attachments load suddenly stops working, I can select the file and click "Add file" but it doesn't upload the file, the window stays there. Can anyone help me. Thanks. MSP version: 9.2 build 9204
9.2 Build 9205 ManageEngine MSP - Technician view is still not fixed for problems I reported for version 8
The selection lists for Groups is too small and have been for quite some time, I've spoken to your representatives two years ago and I still haven't seen an improvement. It's sad because it's really just a CSS change of a value, from width:230 to width:430 and it's fixed. See attached image. As you can see you can't really tell which Groups are available in the last list. This is how it should look: What needs to be changed is the lines <select name="availableQueues" id="availableQueues" size="8"
Request Conversation call in Rest API MSP
Hi, I want to know when it will be supported REST API method GET_CONVERSATIONS in ServiceDesk Plus MSP Now, if call this method, the return msg is {"operation":{"result":{"status":"Failed","message":"Invalid operation"}}} Thank you
Asset Management
We really like to start utilizing the asset system in MSP, however we don't care for the forced Product Types and Configuration Item Types that are implemented by default and apparently can not be removed. Most of these we will not use and feel it adds an unnecessary amount of clutter to our environment. Please allow us to to remove these default/built-in items so we can customize it to our needs.
V-Technician for MSP
After visiting the developers site looking for this addon, i came up to this message here : Project On-Hold Beta release is on hold until ManageEnginge Service Desk Plus MSP Team will release requester functionality to their API, Once available project will resume and a beta release will be made available for public. V-Technician MSP V-Technician MSP is a powerful Outlook add-in for Service Desk Plus MSP. The add-in is designed to simplify the process of creating requests directly from an employee's
Public KB
Hi all, I am in process of migration from Kayako to SDP MSP. In Kayako we have public site with some KB articles, terms of use etc. I am wondering is that feature existing in SDP MSP? Idea is to provide customers and site visitors with some public info with no need to login to portal. Thanks in advance!
NBD Next Business Day SLA as an Automatic Option.
Hi, I use Service Desk Plus MSP, and i noted that NBD option is missing on the SDP-MSP. As NBD (Next Business Day) SLA is not very common in internal IT is very common on vendor contracts. Today every ticket that arrives on SDP-MSP Service Desk have to edit the SLA to match the end of the next business day, this means that all agents have access to change the SLA making this workaround one dangerous option. NBD states for “ Next Business Day .” This means that if a Request is opened one day at any
archive
Hello, Is it possible to change archive folder in SDP MSP. Regards, Ertan
SLA Escalation - Business Hours
If a SLA is scheduled to only be resolved/responded during business hours it would be great if the Escalations could also be configured to only escalate during business hours also. In our case a manager/technician may get an email about a request that is going to escalate in 3 hours time. The email is received at 5am, yet the technician is not on duty until 8am. It would be better if the email could be sent 3 BUSINESS hours prior to the due time, which would mean that action could be performed
Engineer queue bar for daliy incident number
i need assistance bar for number of ticket assign for engineer per day work as counter to distribute the ticket fairly
Asset mandatory filed ServiceDesk Plus MSP
Good morning , the functionality of assets as required field is not yet available in the template incident ? Thanks!
Hide forgot password link for domain users
Hello, When our domain users want to log on to SDP MSP and they forgot there AD password, they click on the 'Forgot Password' link at the login screen, but of course this won't work, because it's is only meant for 'local authentication'. Could this link be hidden when an user wants to log on as an AD user? Regards, Kerim Berkeveld
Service Desk MSP
Hello, You have two mobile apps for ServiceDesk+ and for ServiceDesk MSP In your mobile app for SD+ you have a TASKs module, but there are no such module in mobile app of SD MSP version. Why? For MSP companys it is very important for filed engineere to see and edit tasks in mobile app. Is there are any possibilities to see/edit tasks in MSP version on mobile devices? Thank you
Integrate AssetExplorer & Servicedesk plus
Hi all, We have asset explore and service desk-plus MSP, It is possible Integrate both ?, Since it is very useful during the ticket booking based in asset and also track particular asset service calls. Regards, Mariappan S
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