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?
Dashboard to Review Open and Unassigned Requests
We've been having difficulties with our Business Rules. Some Requests remained Unassigned for a long period. SLAs fire only once, and we're trying to monitor and alert Technicians for Unresponded tickets. Using /sdpapi/request and <name>filterby</name><value>Unassigned_System</value>, we can see what remains unassigned. Currently, SLAs can be configured for Level 1 escalation but this is insufficient; we'd like to bump technicians periodically to conform to our SLAs. Does anyone have a ManageEngine
RMA any news
We need to make an RMA solution for our customers and I found some old toppics about this Use this feature Id SDF-55357 as a reference Any updates or work around like incident templates created by some that has implemented this solution Mikael
notification group
Hi, I need make a mail distribution list, when a new incident is created i need to notificate a group of requesters and a group of technicians. Thanks for your help Mike Diamond
view account in request and requester list view
It would be nice to have a collum for Account in the request list view. right now we can only see the site. There seam to be a lot of places where seeing the account would be usefull. here are some exemples: - request list view (would also be usefull in problems, changes and projects) - Site List view - Requester search result list view - popup window that shows requester information A feature that is also missing is the possibility to search for an account (either by account
Possibility to print a Job Sheet from within a request
I would like to see an option to be able to print out a Job Sheet from a request so a technicien can get a signature (and validation) from the client when going on site. Supportcenter plus has this feature already and if this could be implemented in SDPMSP that would be awsome. Even better if this could be integrated into the mobile app, then a true paperless process could be implemented. Regards, Alex
Allow for dynamic assignment based on "current user"
I want my techs to log basic, repeated requests with minimum field selections required. To that end, an Incident template should allow me to choose to assign the incident to "Current logged on user" rather that the fixed list currently in use. The round robin and load balancing options aren't suitable, I want each technician to have incidents they log to be assigned to them automatically.
Allow for notification using Last update field, with dynamic dates
Very simple. If a task has been assigned to a tech, acknowledged, and then suites idle for 4 days, I want to know. But no notification rules allow for this. Using SLA escalations also is to rigid, they only fire on response and closure times, not "idle for xx days". Yes, I know that there is a dashboard for Approaching SLA breach, but this is locked down, and only shows me when the request is 3 hours from violation...yikes, can i get MORE TIME? This report also does not appear in the report templates,
Backup or Secondary Technician
Is it possible to have more than one technician configured on a ticket as a secondary technician? The secondary technician will receive all of the same updates as the primary so someone can "watch" a ticket. I would expect the secondary technician to receive all of the same notifications as the primary.
Secondary technician
Hello, Is there a way to configure a secondary technician for a request? The goal of this is so that someone can "watch" a request and also get the same notifications the primary technician will get. In order to differentiate, you can either have a different view or a marker that says 1st or 2nd. Trent
Requests outside contract
Is it possible for a specific Account to exclude some requests from contract billing? Let me give an example. There is an account which has a contract only for server support but we also support users. So, we need the use a prepaid contract for server support requests but to charge per request for user Support incidents. Furthermore, we have accounts with two different support contracts. One of networking issues and one for systems issues. Is it possible to assign 2 different contracts to an account
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