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
Link between Projects and Incidents
Hi all, We would like to keep track of communication and incidents that occur during a project and I was wondering if its possible to link Incidents to Projects. We would also like to automatically store all relative correspondence inside a project's properties just like it happens in a regular incident. Thank you
Account status - additional field
Dear, I would like to know how can I block opening requests for selective account.. I would suggest to have "Account Status" field where if this option is defined as blocked or inactive... no tickets will be opened for this customer .. or at least pop up message will appear to warn the user on this.! Thank you.
Is it possible to avoid notifying techs when a ticket is created by a tech?
Greetings, We've run into some help desk notification noise created by our notifications rules. We have the following notifications: Alert the following technican(s) by e-mail when a new request is created. Alert technician by e-mail when a request is assigned. Alert(or Notify) technician by e-mail when there is a new reply from the requester. Send e-mail to technician when the request is reopened by the user. Alert group members by e-mail when a request is left unpicked in a group. Things
Improve solutions main list view (account column)
Hi, Firslty as posted in normal SD Plus forum I think the Solutions main view could really do with some basic/easily implemented improvements. https://forums.manageengine.com/topic/improve-solutions-main-list-view But also specific to MSP edition - you can't add 'account' as a column in the main view. We often have a solution assigned to a specific Account and it would be good to see that on the main view. I understand that a solution may be assigned to lots of Accounts so it would have to truncate
Password self service
Hi! When can we expect a way for our requesters to reset forgotten passwords? We have hundreds of users, but a lot of them are dreading to use it because they can't remember their passwords and don't want to bother us. You have other products that do this for active directory, and you are unable to implement a similar feature in a larger and much more expensive product? Why??? Just to be clear, I want this for the local authenticated users, but heck, if it was possible to reset active directory passwords
Contract Section in MSP - Status Field
Hi, Currently I have multiple contracts which dont have start and end dates, as they roll for a month at a time. I also dont want to have to keep changing the dates, can you advise how I get around this issue? Thanks, Tracy
If Edited Date is greater than x days and the request is ONHOLD, change the status automatically
Hi, There’s currently only an option to change from on-hold to open. We currently use an “Update Due” category to highlight the calls that need attention, based on time since last edit. I’d like to see a business rule, or similar, to be able to change the status of a call (to any other status) based on time and other criteria. Is this possible. Thanks, Tracy
Request --> custom Views: Account as column
Hello When creating a custom view, could it then be made possible to see requests per Account in SDP-MSP? or add account as an column to see in default view. Thanks Best Regards Tommy
Additional field in Service Catalog
Hi, From where can I edit additional fields added in service catalog? Thank you
Asset Serial Number As an Option for Report Wizard
Hi, Today we have Workstation ID as An Option for Reports on Incidents but is not an Option to Have Asset Serial Number. I Can added as report by query but then i will loose Links on my reports. re.SERIALNO AS 'Serial Number', LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN Resources re on wo.SITEID=re.SITEID and wo.WORKSTATIONID=re.RESOURCEID This is what i use today. If you need this please vote.
Work order sent to the technician
Hello, Is it possible to add an option in ServiceDesk Plus MSP to send a work order in PDF format to the technician when he is dispatched to go to the client's office? The generated work order could come from a list of templates based on the category of the request. Thanks, Slav
Android app -account sorting
I am looking at using SD Plus MSP and noticed an issue with the Android app (not sure if it also applies to the iphone app). I have imported 400 or so accounts and now when I add a new request using the android app and drop down the list of accounts it seems to sort them in the order they were created/imported and not alphabetically. So I reimported my accounts alphabetically so it is ok for now, but as I add new accounts it adds them to the bottom of the list which is going to make it hard to find
Is there a way to stop service desk from auto tracking the time
When a ticket is open, SD MSP starts tracking time. If a ticket comes in late friday and is not touched until Monday, the worklog time entry windows show 48 hours +. I just want a ticket to open, and my techs to be able to actually just log time spent working on this ticket. No need for SD to do that for me. It is inaccurate in our situation. So is there a way to turn that off?
notify manager when a request is resolve
I want to make a notification to me when a request is resolved. But i don't know how to setup? Please help me Thanks
Lock down the CAB approval stage
Hi is it possible to lock down the CAB approval stage so just the Change Manager is able to approve the change once CAB approval has been recommended regards marcia
ServiceDesk Plus and ServiceDesk Plus MSP features
Hi, Do you plan to add the new features of the problem/change management from ServiceDesk Plus in ServiceDesk Plus MSP? Why ServiceDesk Plus MSP is always behind the ServiceDesk Plus on functionality and frequency of updates/patches?
VIP Identification upon request log
I am raising a request to have a visual indicator (similar to the SLA response \ resolve breach) be noted on the requests when a VIP logs a request. I am against using the business rules as per https://forums.manageengine.com/topic/flagging-a-ticket-for-a-vip given the administration around this and propose that within the requester module a check box for VIP is made available so this can be checked or not. If it is and the VIP logs a call, the visual indicator will be available on the request and
Site Documents
Are there any plans to add Site or Account Document storage to ServiceDesk Plus MSP? We have a lot of documentation for our clients and rather than using ServiceDesk Plus MSP for the Tickets/Tasks and another Program to manage the documentation we'd like to do it all in one application. Thanks, Steve
Resource Scheduling
Dashboard Resource Scheduler I would like to suggest that a feature be created that will allow for scheduling the use of an asset i.e. Projector, Tablet, Laptop etc. It would allow IT to track the usage of specific equipment and the person using. This is different than assets a persons permanently assigned equipment. As an example a person needs to use a conference room and a projector for a presentation, they log into the dashboard and instead of opening a ticket the choose a defined asset and
Multiple date filter in report
Can I have multiple date filter in the report? I would like to filter by resolved time and completed time
Clone technician
Hi, Can we have clone function for the technician? We are manage quite a lot of accounts and sites. It will be more convenience to clone the technician and change the necessary information instead of associate the account, site and group manually. Thanks.
Requester Creating Tickets on Behalf of another Site.
We provide Manage NOC services for small to medium ISPs. Some of their locations we have as sites do not have people residing in them. They might me remote data centers, cable headends or central offices. The actual customer that we communicate with may reside in a different site in the city, etc.. Currently, in ServiceDesk Plus MSP, this remote requester can not open up a request on behalf of the other site because the product does not allow the requester to select another site under his/her
assign IT and Non IT assets to each region
hi how r u? I need to assign assets to each region so the assigned technician only can edit in his asset by other means I need to assign technician for each region and this technician is the only one who can add and edit and delete the assets like servers and workstation for his region
On Stop Alert
Is there a way to alert, and if not could one be introduced, whereby if a contract is expired when a request is logged manually by typing in the requester name, a prompt is displayed to advise that there is no current support agreement?
Change recommended - Alert optional technician
Hi! As a Change Manager I need to know when is Change is recommended by a CAB since I then open the Change and read the full content before Approving/Denying it, Most of the time I'm not the owner of the Change and thus the current option to mail the technician that owns the Change is of no use to me. Could you implement the option "Alert the following technicians by e-mail..." for when a Change is recommended, and not just for when the Change is created or closed? As it is now I need to check the
using desktop central to to create a service requies.
Most if not all of our users are using the "Send Request to Help Desk" in Desktop Central. However this leaves gaps in the request. two are Priority and DueBy Date. Is there some way to modify this or replace it with link to open their service service portal with user name and password supplied tacking them to the enter new request. Maybe others have resolved this in a different fashion and would be willing to share?
Approved Change - Set Status Automatically
Hi! Once a CAB has Recommended a change and I as Change Manager Approve (or Deny) the Change I would like the Status to be set as Approved (or Rejected) automatically. Is this something you could look at and when could it be implemented? I currently have to put alot of manual work into changing Status of Changes. Regards, Nicklas Renstrom
Changes - Last update time
Is it possible to get the column "Last Update Time" when viewing Changes just as it exists for Requests? It would be a great feature for me to be able to see the last time someone did anything (note/notification/schedule change/edited info etc) directly as I list all Changes. Regards, Nicklas Renstrom
extend the Approval Description in the Approval-Overview
Good day, in the approval process the person receiving the approval has about 4-5 lines for notes available. On the approval overview there is ist just one line visible - if you click on it, a popup appears with all the additional information. Sometimes there is a need to copy these information or see the complete approval note in the overview. Could you please look into this and extend the description to the information listed? Or, i.e. give the description line in the overview a textsize of 150
Please upgrade to the latest version htmlarea
Please upgrade to the latest version htmlarea v4 Sorely lacking full WYSIWYG editor for creating notifications that look nice (with tables, etc.).
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