The feature ID is 2722
Any Idea when this feature might be implemented? We have customers with many sites and they create tickets on behalf of other sites. This is causing a lot of negative feedback regarding the application. This really needs to be fixed. The system can not always assume that the problem will be associated with the requester's site. I know this is in your roadmap. Just need an update.
Business Rules - Additional Actions to Perform
There are a few additional actions I would love to be able to perform when a rule is triggered. 1. Edit Custom Fields. 2. Send an email to ANY email address, I would be able to fill this out in the business rule. That being said, I would love to be able to Add non-technicians to the "E-mail the following technicians when the Business Rule is executed." section at the bottom of the business rule page. 3. Change Site or department. 4. Add a note or task.
Service Desk Plus MSP Ticket Creation & Notification Enhancement
We provide outsourced Manage NOC (Network Operations Center) center support and we also provide applications for the same customers to use that reside in our data center. If we have an application that resides in our data center misbehave and impact multiple accounts and their subscribers-------- During ticket creation, we would like to be able to select which accounts that are impacted, and have the option to post an announcement with the ticket number and name of event to the Announcement Module
Adding Resources in Service Catalogue v Tasks
Hi. Currently we have the ability to add resources providing check boxes and question options in the form design for Service Requests. The resources are useful from a read only perspective however have no intuitive connection to workflow or task assignments. Where tasks are added under the "Workflow" tab they automatically execute if there is a Support Group/Technician pre-assigned to them. The technician (achieved from the "role" based security) view on the form shows the resource options and tasks
Add CC list to Notes Notification
We have moved from a trouble ticket tool to Manage Engine and a major complaint from our users is that they are used to being able to have a notification list where people get email whenever a new Note is added to the request. The Emails to Notify under Requesters only is for notifications of new requests, Resolved and Closed Requests. Adding a notification for updates would do it. Or another way would be to allow the Notes pop up box to allow the user to select a list of people/groups to send email
Conversation visibility for requesters
At present only replies to the original requester are made public; replies or forwards to a different address than the original requester will always be marked as private even if the requester is CC'd on these. This is not an issue for the technicians but it is an issue for requesters who have elevated privileges and have been set to view all account \ site requests. When they go into the calls made by another requester, they cannot see any communication on this unless the conversations are marked
Just a minor cosmetic update..
Would it be possible to request moving the "Account" drop-down box from aligning next to the "Getting Started" button to next to the "Quick Actions" button? I seem to be constantly having to scroll my browser right when I have a few extra columns open on my default view. It would be nice to have such an important item always fully displayed, no matter how you customize your view! Cheers Stuart
FAILURE : Contract is being used by a module. Hence cannot delete it
FAILURE : Contract is being used by a module. Hence cannot delete it This is becoming a real pain. I cannot believe I am the only one who thinks this. Surely the developers can improve the contract management function. I have customers whose contracts expire yearly but are frequently renewed it is becoming nion-impossible to manage efficiently when coming to renew. Please can you resolve this as soon as possible
Last online - Desktop Central
My suggestion would be that dcentral could show when the last a machine was online. This could be beneficial troubleshooting connectivity issues with users.
Asset auditing script for Linux & OSX
Add a asset auditing script for Linux and OSX devices
Viewing multiple monitors using SDP remote
It would be nice to have the same ability as Desktop Central to view multiple monitors when remote to systems. I saw a post that was 1 year old, but nothing else posted pertaining to it.
Ducument lifecycle in SDP/SDP-MSP
Hello I have looked in to document handling in SDP since that part is missing in MSP because of no CMDB. Will it be possible to have document lifecycle in SDP and SDP-MSP? If i upload a solution or a workinstruction it would be nice to have the possibility to enter an expire date. either on monthly basis out in the future or on a given date. We could then appoint a knowledge manager who then will receive a notification when a document reaches its expire date. That way we are always sure that
OLA in SDP-MSP
Hello Will OLA be possible in SDP-MSP in the future? Today we are working on OLA's in a very difficult and low practical way, using Excel documents. We are looking to maybe use SDP-MSP in the future and are testing as I write this. Today our OLA's look like this: General page: Account Servicename Latest revision date, who did revision, reason for revision. Service Details Service Description Number os users/number of locations Business Owner (on account side) Technical Owner (on account side)
Request Link Mofidy
We have recently done some customer satisfaction surveys and a couple of points were raised regarding the automated response when sending this to the requester and the URL to take them to their request. They felt it was quite long and found it impersonal. My question is, is there anyway that the $RequestLink variable can be modified so that it is more user friendly so rather than displaying this: Your request has been created with a reference of: 29541 and the status of this can be tracked at http://mysupport.dataspire.co.uk//WorkOrder.do?woMode=viewWO&woID=29541.
Warning on colliding changes
Hi I have been testing a bit on SDP MSP and would love if a warning feature on changes could be implemented. If I create one change that is scheduled to, lets say Saturday 1300 to 1500 on AssetID-1 and then an other tech creates a new change scheduled to Saturday 1400-1600 also on AssetID-1 it could be great if the change manager or technician could get a warning notifying him that the changes will collide. Thank you
Total Time the clock has been running
Hi, Would it be possible to have a total time a request has been open minus any time the clock was stopped calculated and displayed in the request view in the yellow box (top left had corner)? It may also be worth bringing up to the top the total cost so far and the total work log time. Many thanks, Matt
Concurrent technicians
Hi, is there any way you could implement concurrent technician licensing? I am using servicedeskMSP and have to use 'generic' logins to give my technicians access. These technicians only need occasional use to work on incidents accross several different client accounts. I have 20 technician licenses and my internal support teams use the majority of these for regular day to day use, but I can't justify the expense of the extra technician licenses for infrequent use only. We also have an old version
retrospective on hold
I would like a function that enables a role to retrospectively mark a period of time on hold. It happens on a regular basis that my technicians do not put calls on hold when waiting for customers to provide further information etc. This means that some calls breach the SLA through no fault of ours. it would be good to be able to add a block of time where the call should have been on hold so that the time elapsed for SLA purposes is corrected. Would this be possible using the workorder history table
Self Service Portal - SSL
Hi, Would it be possible to add the ability to define the self service portal address as https://<servername> as we publish our service desk portal to customers over a secure link? Also is it possible to configure SDP to use a certificate and SSL for the internal site? Thanks, Matt
ServiceDesk Plus MSP (ITIL v3 ready) with Service Catalog
Hi, I would like to know if there are any directions for ServiceDesk MSP to adopt the Service Catalog feature which is available in ServiceDesk Plus Enterprise Edition. Thanks! Ella
Having multiple support email addresses in Account Settings
When we used to use Support Center Plus, we had the ability to specify more than one support email address per account which worked wonderfully. But in MSP, we can only put one support email address under Email Categorization in the Account settings. For example: The service desk has an email address (e.g. support@servicedesk.com) and their external customer has an internal address (support@companya.com) that redirects to the service desk email address. Some requesters have gotten into the habit
Mark Accounts as Inactive
It would be nice if we could mark accounts as inactive. We do not want to delete the account to preserve historical data but mark it as inactive so no new requests can be created in that account.
ServiceDesk Plus and MSP Enhancement
Has there been any thought to adding to both ServiceDesk Plus and MSP the capability to enable a threshold/SLA on number of incidents created for a site/location within a specified number of minutes and sending a threshold alert when the threshold is breached. This would be handy in large environments where there could be problems, but the Network Management System may not be able to detect the problem. Sometimes there are problems that the subscriber may experience before the NMS or the NOC is
MSP Individual Survey for each account
Right now for MSP, we can only turn on surveys for all accounts or no accounts. However, we would like to: 1. Have the ability to customize surveys for different accounts AND 2. Have the ability to turn surveys on for some accounts and leave them off for others. Thanks!
Servicedesk Plus MSP
Hi!Will the next version of Service Desk Plus MSP have integration with any other of Manageengines products like OpManager and Desktop Central MSP? Thank´s Erik T Channel Manager at Inuit
Some fields/columns are not available to show in Request list
Hi Some fields are not appearing in the Column list when choosing to adjust the Request list. They are available to select for Technicians but not for Requestors. If I open an individual Request, the field is available to view in the Request form. However, I cannot select it to show it on the filtered view list of Requests. Thanks
Requester Details - When will we be able to modify
Hi, I am Trialing Service Desk Plus MSP version and one of the biggest pain points is not being able to modify or customise the requester details in an incident. Can you provide a definitive answer if this will be fixed or if there no plans to change it. If it is being looked into, can we have a estimation on when requester detail modification will be available. Thanks Tim.
Default Columns For Requests
Is it possible to customise the default requester grid column order and then save it as a master default for all requesters and technicians? If not is there a sql script that can be run to do this in the back end?
Approval Link - Work Log
Hi, Is it possible to include the work log in the Approval page? We would like our customers to know how much they are being charged so they will be able to take an informed decision while approving or rejecting a support ticket. Thanks, Jeffrey
Integration of Service Desk Plus MSP & Support Center Plus 7.6
We provide Call Center and NOC outsourced support services for our clients. We have a Call Center ticketing system for our Call Center and another ticketing system for our NOC. A lot of times the Call Center needs to escalate a ticket to our NOC, but it is impossible to do automatically since both systems are on different platforms. We want to integrate the two, but both are very limited in functionality and we currently researching alternatives. However, it seems that Service Desk Plus MSP is
Check Boxes
Could you implement Check Boxes as custom fields? It would be very handy to track things like what software is installed for a user etc.
Publish an Announcement by Account, Site, Group, etc
Will there be capability to support publishing Announcements by Account, Site, Group, etc? We have situations where we want to publish global outage notifications to a specific Account or Site or Group.
DashBoard in SDP and SDP MSP (as OpManager Dashboard)
Its very useful a dashboard (as opManager Dashboard, where you can design your own view) where we can put the the request screen AND in the same screen the Global View (its for NOC), where we can follow the requests (or an especific request) and see how is doing the requests overview.
Announcements by Account in ServiceDesk Plus-MSP
Will ServiceDesk Plus-MSP support announcements by account?
Change Management for Service Desk Plus MSP
Is Change Management on the Service Desk Plus MSP Roadmap?