Use Mail header for E-Mail Commands
Hello I like EMail Commands but it doesn't look very nice with all the extra commands in subject and mail body. Why not use the Mail header instead? Completely silent for all Servicedesk users. It could be like this. Mail header tag: X-SDP-SITE = Servicedesk Plus SITE X-SDP-GROUP = Servicedesk Plus GROUP X-SDP-MODE= Servicedesk Plus MODE Or the mail header tag names is something the admin can choose. But "X- " must exists. Servicedesk Plus already read the header to get mailadress and name so there
custom filed for create User group.
custom filed for user group. Now, Some filed can uses on user group. But if Servicedesk can use all additional felid to create User Group, It's good work.
Let all users access the PR Module
Can it be Possible that all the users in the System can access the Purchase request Module. If possible, this will help different users make PRs from their logins and their Supervisors approve and it advances to the PO. At the Moment, A particular user must be granted /given access to the purchase module
Limiting Open Changes
I have stared to wonder about WIP Limits lately. I am considering if there is any way to limit the number of Open Changes that can be assigned to a Group in SDP? I can't think of a way of doing it, but wondered what people think. Ian
Widget for listing requester assets.
Is it possible to make a widget for self-service portal so when a requester log in they also see there assigned assets ?
Sort by in custom views
Group would like to have list of Requests sorted by Priority then Request ID. They can manually click on the column to sort, but they would like it part of the custom view.
Images in Worklogs
Hi, It would be handy if you were able to paste an image directly into the Worklog of an SR. Is this something that has been raised previously?
My Details - Requester
In the My details of the requester , adding a field for Assets which will show the assets assigned to the respective user will be more helpful for the end user to identify any assets under his name.
AD Import schedule once an hour instead of once a day
Hello, We add employees quite often and have to continuously manually run the AD User Import process in SDPlus. Is there a way to schedule the AD import once or twice an hour, or perhaps is there a command line that I could script myself? Another option would be to have a one-click shortcut that would import users with the existing OUs already set. The current method of drilling down multiple levels of web pages is cumbersome and time-consuming. Thanks!
Manufacturer list
Users of the Asset module is wondering if there is a way to modify the list of Manufacturers. It needs to be cleaned up.
Being able to change the lease notification template.
Hi, Could it be possible to change the Leased asset notification template? We would like for the text to be a bit more user-friendly; and if possible to not send it to the asset owner on a daily basis.. for us it would suffice to remind them every Tuesday and Friday or alike.
Automatic support group determination based on SAP transaction
Hello, There is an interesting post about requests coming directly from SAP into ServiceDesk Plus. Using this integration, your tickets will be sent to the relevant support group immediately, without any effort from the end users or the agents. https://sta-technologies.com/automatic-support-group-determination-based-on-sap-transaction/ Hope you find this interesting. Cheers, Tamás
Sending Announcements to Support Groups
Hello, our department currently has a need to send Announcements to individual Support Groups in ServiceDesk. Currently there's just the ability to send to individual User Groups, but no option for sending to individual Support Groups. Since we are split into several groups, this would allow management to notify each group individually. Please let me know if this would be possible to implement into a future release or not. Thank you!
Needed Feature - After Hours Auto-responder
SDP needs a way to set up automatic responses to tickets that are submitted during non-business hours. Researching this topic, SDP customers have been requesting this feature for over a decade now, and yet it still does not exist. Since the system already ties in to an email account, I don't see why this hasn't been implemented yet.
Adding Planning/Implementation/Review to Change Template
Hello, we have a few routine, "pre-approved" changes that need to be entered on a very frequent basis (sometimes 3-4 times a week). These changes have the exact same planning, implementation, and review data every time so we end up just copy/pasting the text from the previously entered change. I realize that we can create change templates that will fill in the submission details, but we still have to go back in and copy/paste the same text into each field over and over again. It would improve our
Feature request - support self-signed certs for POPS/IMAPS
I tried submitting this through support/feedback. The response I got back suggested I wasn't being understood, so I'm going to try one more time here. We would like to use internally-signed certificates to secure POP3S. In our environment, ManageEngine SDP is the only POP3 client we have; there is no public access. Therefore, there is no justification in forcing us to purchase a "trusted" certificate signed by an external authority just to encrypt traffic--the traffic is encrypted regardless of whether
Every site with his own default incident template
Hi, I'm using SDP 9409 and I configured 2 sites and 2 templates. I need that every site have his own default template: Site1 -> Default template: Template1 Site2 -> Default template: Template2 Is it possible to do? If not, it should be a very usefull feature! Best regards, S.
Restrict Technician to Resolve incident opened by Him
Dears , How i can Restrict a Technician to resolve a case opened by him ? Ex : i am a technician & i opened a case for Group XXX , I need to make restriction not allow me to resolve the incident . thank you
Integration with xyicon/spacerunner
Hello, I'd like to manage it system with floorplan view, in a single console, for assets, tickets and network... I Found Xyicon/spacerunner product that is based on floorplan view could you analyse if it's possible to sync data beetween manage engine product and xyicon please, or use a similary view Regards Cyril COHU
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
Do you know what's your response-to-resolution time?
As a help desk manager, you already know first hand that request resolution times are just as (or even more) important that first response times. Because even though requesters may appreciate receiving a prompt response from your technician after raising a request, unless it is followed by timely resolution of the request, it can lead to customer dissatisfaction. Which is why it is important for a help desk manager to closely monitor the time difference or the time lapse between first response and
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
A reality check for your ticket resolution times
On a regular day, a faulty telephone line is not a critical issue. But, on the day of an important customer call, it carries a higher priority because it can damage your business relationship. This is why prioritizing tickets and conforming to the resolution time defined for each priority is important. A "Priority-wise resolution time" report helps you keep track of both. It shows the average time it takes to resolve tickets of different priorities. Using this report, it is easy to visually compare
Add Approvals and Tasks to Request printout
I'm sure this has been asked before, and I'm almost positive I requested it several years ago. But, when printing out a request, I really need to have options to display Approvals and Tasks. We get audited frequently and our auditors are constantly asking us for printouts of requests and they need to see the approvals tasks. What we end up having to do is simply take multiple screenshots of a request, paste them into a Word document, then email the auditors the Word document. It's a lot of work for
Auto Assigning technicians
Hi, We have some preventative monthly tickets that are auto created. We then want to assign them automatically when they are created. I can add the config however the exceptions are all positive e.g. Except when "Category is X or Y". It would be great if it had a negative "is not Z". That way when we add a new Category we don't have to update our Exception rules for Auto Assign. Or is there a different way to do this? Also it would be good if different templates could have different Auto Assign rules.
Categorisation or assignment of additional fields in asset management module.
We are using many custom fields related to asset information but i'm not aware of option how to enable or disable them to specific types of Assets like Switches, Access Point etc or modified default one. I would like to request to either have feature that will allow customize default templates/forms used by CI Types or have some was to control additional fields assignment to specific CI types.
SDP User Interface Testing (impersonate a user)
Hi folks, we have been trying to work through making our entire organization self-service only through the portal. One item that would be really helpful is to be able to impersonate an end user so we can see what they see when they log into the self-service portal. We offer services that don't apply to all of our internal customers, and so we don't publish templates for them. When we implement a new service, customer, site, etc., we need to know that the users can see the service catalog and corresponding
Selectable field for Service Request\Incident types in Custom Reports
Hello, I was trying to create a dashboard widget to show a pie chart with the breakdown of Service Requests and Incidents for the current month. Since you can only create charts within the custom reports section, I noticed that there is no selection for the column that identifies that a ticket is a service request or an incident. Can this be considered to be added for a future release? I think it would be a valuable feature. Thanks.
ServiceDesk Plus how generate report WORKLOG TASK without REQUESTID
I cant find solution how get data - worklog for task, which are not assigned to requests. Go to custom report module in serwicedesk make reaport (below) export table to excel for column TIME SPENT please use this function "=XX/(1000*60)" where XX its your column with TIME SPENT for column STARTTIME and ENDTIME use this function "=xx/86400000+DATA(1970;1;1)" where xx its your column with this data after gets results please convert column - view date from content cell done, select wochar.workorderid
Feature Request Security Incident Tab for ServiceDesk Plus (Both On-Demand and On Premise versions)
We are having to log more incidents and do investigations for Security Incidents. This can be anything from a Breach, Malware or Virus. Which can also come from internal (USB, CD, etc..) or external such as an email. Each incident needs to have a log and a timeline that can be assessed. A report has to be done and lessons learned also. What I am proposing is a way for users to report in a normal fasion to the ServiceDesk as a request then we as the Technicians can turn that request into a Security
Task Interface Across All Modules
Most of our projects, changes, etc. use many tasks and checklists (100-200 is not uncommon). There are two restrictions in working with tasks that I would like to request be improved. First I would like see the restriction from 50 tasks per page be increased to 200 or 250 like many of the other grid displays in SDP. I love the interactive grid interface when working with tasks. However, if I use the interactive grid to change a field value, the grid returns to first set of records in the display.
Technician assignment
Hello, I think it would be helpfull to add a feature that makes it possible for a technician to assign a a ticket to himself. We prevent the action to assign tickets to other agents, but we like technicians to only be able to assing himself. So you can't "give" but only "take" a ticket. It seems that the puck up disappears when the assign technician is turned off.
Feature Request: Associating Multiple Requests To A Problem/Change and Seeing Problem/Change From Main Request Grid
We have the following feature enhancement requests. These enhancements may have already been requested, but I could not locate them from my searches. We would like to be able to select multiple request records and then associate those requests to a problem or change from the actions menu. This would be beneficial since problems are typically identified after many request tickets have already been created. In addition, it would be very helpful if associated request to either a problem or change had
Custom Triggers: Filter by Site
We finished a support call where we found out that custom triggers cannot be created by Site. The SD+ tech mentioned he would add this as a Feature Request but we'd like to also mention it on the forums. FR: The ability to filter a custom trigger based on Site Reason: Site based Support Groups can only be used in Customer Triggers if the ability to filter by Site is added. Otherwise, only the Default Settings Support Groups can be used.
Requester List 'Actions'
Can you add the following to the 'Actions' button on the Requester List page? 1. Mark as Service Approver 2. Able to See all Requests It's a pain having to edit 500 people 1 at a time. Or is there an easier way to do it?
Survey Reporting
We are running into issues that we have found with surveys and survey results. We have a field in the SurveyQuestions Table called "ISMANDATORY" with each questions having a value of True, but does not make the questions actually mandatory. We have had many instances where surveys are submitted without all questions answered. This does not accurately report the results of the survey when we pull the results for our own reporting purposes. I have been working on a query to filter out surveys that
Possibility to sort posts within a request / split single posts to a different request and sort them chronologically correct
Good day, we are using the feature of the automatic pickup of mails which then will be added to a request once a request number is in the subject. It happens quite often that we have to add the request number manually which leads to the situation that posts can be added to a request in a wrong order. Furthermore it can happen that posts were added to the wrong ticket. For this you can split it up to a new request which then can be merged into the correct one. Here you have the same problem when you
Add remove Column Selection on Requests
I would like to add a column for Asset. When viewing the requests I had a technician ask if we could see what assets were on all the tickets he is assigned. I think this would be a great option to add. Currently there is no option for viewing assets on the requests page for technicians.
Business rules and automated change/problem requests
It would be nice if we can automate change and problem requests through the business rules. We have several monitoring systems that submit automated tickets for recurring issues and it slows things down and introduces errors having these change/problem requests created manually from these automated tickets. -Ross
Make the usage of Display Announcement using Desktop Central clearer
Hi, In the Service Desk update 9113 you have added the ability to display a Desktop Central announcement from a Service Desk announcement which is great. However I accidentally just sent out a Desktop Central announcement to our whole domain I assumed (without paying much attention) that the announcement was just going to go to the person(s) I had entered into the To box. But instead it just goes to all computers on the domain with the Desktop Central agent installed. It would be good if it was
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