resolution time escalation rule
Hi, Can i the feature of escalation rule set so that i can create one SLA and use rule set to escalate to the 2 different person instead of using 2 SLA.
Billing
I want to know if i don't wanna create a billing invoice, can i desactivate this option? i just wanna have control of the hours of the package hours. Thanks
ServiceDesk Plus MSP - Requirements Gathering for CRM Integration
Dear User(s) Greetings for the day. Hope you know about our recent 9.2 Major version release. We came across interesting feedback from our users and we are working on enhancing those features further. We are also enhancing our Development operations further to serve you better. We are more focused now on gathering requirements to develop vibrant functionalities for mutual benefits. Recently one of our survey results shows many of our customers has CRM tool's and they wants seamless integration between
Requesting ability to associate user groups with AD security groups
I think the idea of user groups is great. When it comes to notifications, announcements, etc. users groups are a valuable tool. I think that these user groups should be able to have their membership dictated by AD Security Groups. Is this already on the roadmap?
Change displayed columns and column widths in Request views
Hi, Would it be possible to add in the ability to change the displayed columns and their respective widths in the available views on the requests screen? Thanks, Matt
Obtain hardware information of the assets from the Manufacturer/vendor
Hi, is it possible to obtain vendor information about our assets. This specifically relates to warranty information. We use a secondary asset scanning tool called Lansweeper. This has a built in web service that will query a serial number with the manufacturer and return a purchase date, warranty start and warranty end dates. Obviously this would be very useful information for a server and desktop estate if Manage Engine could provide the same? Do you have any plans to integrate these option in
Australian tax is precalculated.
In Australia, tax is not added on to the bill. It is already included in the advertised/displayed price. For example: In America you could pay $20 for something and get a tax added on your invoice making the total charge higher like $24. In Australia this is not the case. If you see $20 for something, that already includes the tax and you will get an invoice for $20. The tax is still noted on the invoice though so the billing system should calculate tax differently on the invoice. I think this is
BBCode instead of HTML
Hello, We noticed that our SDP-MSP database is more filled with html code than meaningful text messages. For example, if someone replies with a simple 'Thanks for your help" the html code around it is 10 times or even more! Wouldn't it be a better idea to translate (incoming e-mail) messages to BBCode? In the past you could edit the HTML code in SDP, but this has been removed because of safety issues. If it is BBCode administrators could edit the text more easily and it's much safer Kind regards,
How to add multiple assets to an incident or service request
We are migrating from ServiceDesk Plus to ServiceDesk MSP and discovered we cannot add multiple assets to incidents or service request as we could in ServiceDesk Plus. Is there an upgrade planned to correct this in MSP? Thank you Bob Clark Ontario Systems.
Feature Request - Alphabetize and/or Provide Custom Sort Order Option on Resource Info Fields
need the ability to either Alphabetize or manually change the sort order on resource info fields. If I remove the existing options to create a new list I am not sure what that would do to reports that leverage these
Increasing incident additional fields or making them account-specific
Hi, I'd like to ask for vastly increasing or making the limits account-specific for incident additional fields. I am currently planning SD+ MSP implementation for a 500+ company with at least 10 departments eager to start using the tool. But when you look at the variety of our need, we simply need more additional fields. One team will need to add TAX ID, Client ID, User ID, Invoice no, Client tag (VIP/Strategic etc), IT dept needs to add lists of supported devices (printers, mobile phones), car pool
Feature Request - Asset Request
I am requesting a new feature be added to the Requestor information that adds a tab for "Assigned Assets". This would show complete list of Assets that the requestor has been assigned and their status and whether or not the Requestor has accepted liability for them. This list could then be quickly emails to a HR or another specific person just like a Report can be. When assets are assigned to a Requestor, that person should receive an automated email asking them to acknowledge receipt of it so
Behaviour change for the 'Technician Timer'
Thank you for implementing the 'Technician Timer' feature from the ServiceDesk Plus tree. This has made it a lot easier for our technicians to keep track of the amount of time they are spending on requests. I do have one suggestion though that would make it a lot more functional. At the moment, when you click on the clock icon, you get the option to add a comment and then when you click on the 'Start' button the dialog closes and goes back to the requests view showing the clock spinning. The technician
Custom logo on a workorder
Hi there, We want to export workorders (print to pdf printer) and send to customer as attachment when service call is closed. Right now all the techs have to fill the paper workorder and the resolution page in SD MSP because we can't put company logo on a ticket detail page. Is there a way to get rid of annoying paper for us and switch to SD MSP completely? thanks, Dennis
Technician Auto Assign to Group
Hi, I would like to see Technician Auto Assign to group, when will this feature be included in the ServiceDesk Plus MSP version? Thanks.
Self Service Portal - Pasting Images
Hi, The current process of having to screen shot an image, save then upload just seems rather long winded. Instead our end users when replying to a ticket in the self service portal just want to be able to straight copy and paste into the body of the call. Is this possible? Thanks, Tracy
Site to site connectivity or SDP MSP server to server connectivity,
Hi, I'm new and want to use SDP MSP for my multi site organization, i need at least 3 servers to install and connect them together, each server should get its own site inventory and users and than report/update to central server, is it possible?? if possible than how?
[SDP MSP 8316] question/request for a feature: in the "Helpdesk Customizar"
Hello SDP Team, A question/request for a feature: in the "Helpdesk Customizar" in categories we have an option to "Select the technician to be assigned for the newly created category from the Assign To Technician combo box. All the issues related to this category will be assigned to the selected technician." like so: and this is all very nice, BUT is it possible to consider for future enhancement the same option to the ITEM section, because inside a category and subcategory a lot of items are inserted
Send technician a reply menu item for requester
Hello, When a requester is logged in and creates a request. One would expect when you go to the reply menu, you would see a 'Send technician a reply' option, but the current reply option seems like it is meant for a technician. Could this be added? Regards, Kerim Berkeveld
REST API requests fields
Hello, It would be a great option if we could decide for ourselves which request fields we want to add to the REST API output. For example, we would like to add the site name, support group, request type, impact, urgency: { "operation": { "result": { "status": "Success", "message": "requests listed successfully" }, "details": [ { "workorderid": "<number>", "requester": "<requester name>", "createdby": "System", "createdtime": "1417350469969", "duebytime": "-1", "subject": "<subject title>", "technician":
Has ServiceDesk Plus MSP ever integrated with Avaya Contact Center?
Dear all, I have investigated some documents on ManageEngine site but I have not found any topics or documentations that mentioned this one. If anyone has knowledge or links, please help and share me Thanks a lot
Custom Trigger functionality in SDP MSP?
Hello All, Just a quick question. I've been working with custom triggers/actions in SDP and wondering when/if the functionality will be ported to SDP MSP? Is it on the roadmap? Any dates? It's really helpful for integration work. Thanks, Serge
site history
we would appreciate the possibility to see in an request the history of the site. F.e. to have beside the button “Site details” a second button “Site History” This would make it much more easier to find requests or incidents which may be related to the actual ticket or even may be the reason for it.
Request Closure Codes
When we close a request we change the status to Resolved which gives the user the option to confirm that they want to close the request if they are in agreement. If the don't select the option to close the request then there is an automated rule via Admin --> Request Closing Rules --> Request Closing Process (Automated Close) which sets resolved requests to closed after 1 day. What would help us out and I wonder if anyone has had any ideas on how to achieve this is if when the status of the request
Associating a requester with multiple sites
Some accounts have people who work across all sites in that account. They might be in a call center or the IT department that handles all sites for that account. They use one email address. Currently, a requester once created has a site that is associated with their account. Once a ticket comes in from an associated requester there is no way to change the site or even the requester. It would be useful if we could add multiple sites to the requester so that if it was assigned to the wrong site
Remainder enhancement
If a call hasn’t been updated within a specified amount of time then the ServiceDesk would send a reminder email to the technician.
relationship between requester and products bought
hello the support team we 've just acquired ServiceDeskPlus MSP software we are want to use and deploy for our business. effiace to be more in the management of our customers, I would like to know if there is a relationship between the customer (requester) and the products it holds. when filling out the form, we would like to have an overview of the products he owns such as software or a maintenance contract. 1- how to implement this system? 2 -how can we assign a product to requester to be so
How to automatically assign request to a certain department
Hello, I'm sure this is there, but I am new and I don't see it. We have multiple clients and we'd like to have a request be automatically assigned to a department. We have one main email, but being able to get an email from a certain client and having it route to their department would be awesome. -Nick
Worklog Type Column
Please add the ability to choose to display the worklog type column on the work log details view.
worklog type billing rule
Please add the ability to calculate billing based on the worklog type. Currentlt the only worklog fields available to bill rules are worklog owner and worklog owner's job title.
Auto assign to tech - features
ID: 7800 SDF-39424 Both are asking for a similar feature. I would like to autoassign to the tech that closes the request, not the one who creates it. Our old Altiris system did this and it works wonders since every closed incident had a name to it in all reports, no column on a graph or a line in a report was dedicated to "human error" of not assigning the request to him/herself before closing. The rule was, everyone uses the system and no one closes another request/incident. It made people competitive
Multiple requests
Hi, We started implementing SDP+MSP and we ran into a few problems, so I would like to make a few feature requests. - allow login with domain\username format, and ditch the "log on to" dropbox: Exactly the same thing happened when Microsoft moved from XP to Vista, domain selector was gone and you had to type in the domain. This way we do not have to publicly display our internal domain names, also, the users won't get confused by having to select local authentication or a domain. (If user does not
I need download servicedesk plus msp 8.3 build 8309
Hi! Where can I find servicedesk plus msp 8.3 build 8309? I need to download it because my db is this build and I need to restore it and then upgrade to 8311. Thank's :)
Release Management!
How can we do release management in SDP MSP?. regards, Raghesh
Add Service Name as a standard field in schema for service requests
Incidents have Category and Subcategory. Service Requests have Service Category. They should also have Service Name. I had to create a custom field for this in order to sort and filter service requests properly. Currently the service name is only stored in the requesttemplate_list.TEMPLATENAME, which is not available for use in the service request templates, reports custom query GUI, request filtering, etc.
Multiple Satisfaction Levels
Could I generate a feature request to do with the user surveys. Currently you can only define one satisfaction level but you have to cater your questions around this and sometimes it is difficult to do this accurately. For example I have one satisfaction level with the ratings Poor through to Excellent. One question in my survey is "Based off your experience, how likely are you to use the Service Desk again?" However i have had responses to say the answers don't apply to the question which is a fair
SLA Breach Notification
Is there already the existing ability or can it be introduced so that alongside the SLA Breach Notification, there is a visual indicator of issues about to potentially breach SLA. I know there is already the flag and the red dot but it would be much easier to see if the whole row or a new column was introduced which had a block colour to indicate this. We are running version 8.2, 8211 MESD Plus - MSP
Not able to locate 3 enhancemmnets of previous versiones of SDP MSP
Hi ME Team, I am unable to locate the following features that ME announced in previoues (recent) versiones of SDP MSP, sucha as: What's new in ServiceDesk Plus - MSP 8301? MSPSDP-7288: 'Vendor' can be added as a column in Asset List view - when i look at the list of what i can add nothing like "vendor" is available to select. (see attached pic) What's new in ServiceDesk Plus - MSP 8302? MSPSDP-5280: Customizable dashboard: - where does exactly one can configure the dashboard? Currently i have installed
Project module: new filter for "Involved tasks"
Hi, I would like to have a filter to see only the tasks the loggedin user is involved into. It can be a dropdown addition to the current on the left ("1" in the image) or an addition to the one on the right ("2" in the image). About the wording, if the choise will be "1" then I suggest to add "Myself". If instead we go for "2" the I suggest "My open Tasks". What do you think ? Best regards, Simone
Database Encryption
Are there any plans to implement database encryption? Is there any current support? Would another option be to encrypt the disk?
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