Convert Change Request to Project
We would like the ability to convert a Change Request to a Project. Often items are submitted into change management but are part of a project. It would be easier to convert the submitted change to a project vs copying all the information from the change
Change Template
Would like the ability to add task templates to specific stages in a Change. We are on SDPlus on prem.
Filter option
Hello. I have a couple of filters for my requests. I have one for "Tickets open Today" and one for "Tickets Resolved/Closed" today. Each morning, I go to these filters and adjust the date to that date. Maybe there is a way to do this, and I don't know
[SDF-61622] VMware Network scan with vCenter credentials
Hi, I have five ESXi server that include in vCenter server as cluster. I can't to add ESXi username or password. Just I can to add vCenter Server credentials. Now do you have any solutions for scan VMware hosts or VMs with vCenter credentials. Thanks
ServiceDesk Plus Technician Scheduler: Option for Shifting Schedules
Hi ServiceDesk Plus, Is it possible to set "shifting" schedules for technicians in ServiceDesk Plus. Example: Tech 1 shifts starts from 8:00 am - 5:00 pm. Tech 2 shifts starts from 5:00 pm - 1:00 am. Is it possible in the "Technician Availability Chart" to have an option for the availability of their respective technicians. This feature would also enable auto routing of tickets for available technicians. For an instance, a ticket has been created and addressed in the network group around 6:00pm.
Survey Expiry
We have a need for surveys to expire after a customizable period. Will this option be included in the upcoming release with Survey Enchancements?
[SD-107072, SDF-108469] New Send Notification window in 14102
Hi The new Send Notification window in 14102 is really bad. When I responding to a request. In previous version I could resize window, scroll the request I responding to and move it to other monitor. In 14102 nothing of this is possible. It is stuck at
[SDF-92587] Red envelope - mark manually as read
Hi there, is it possible to mark ticket answers as read, to get rid of the red envelope? Problem: From SDP, we are "talking" to other ticket systems which belong to different service providers. So we really often get automated messages from these
Add "user groups" as an option in the share request menu, or add "group Allowed to View" option in the user group section
Our ticket system is used by multiple departments. We want certain tickets to be viewable by people that may be under different departments. The only way to do this currently is by sharing the ticket, however manually selecting all the applicable departments,
ServiceDesk Plus and Microsoft Copilot Agent
Hello, In our company, we want to enhance the end user workdays experience using Microsoft Copilot (Licensed or not with Copilot Chat). For example, the idea would be that if an end user ask for help, search a solution in our Sharepoint Online websites,
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
Idea for SDP
First of all, thank you for your continued efforts in enhancing the platform — the recent improvements have been truly valuable. We would like to kindly suggest considering the Kanban View feature for additional modules, particularly: Solutions Contracts
Add Retrospective field to available columns and notification variables
The Retrospective field is not available in the list of columns to display on the changes page nor is it a variable that can be used in Change Workflow notifications. Please add it in these areas.
Need Request Filter by Department Head
We are leveraging Department Head to We have multiple Departments that role up to a single Department Head. So, we need to be able to create a Request Filter (view) that groups requests by the Department Head. When creating the Filter, the Department
Kerberos authentication
Would like to see SD+ Support Kerberos authentication (and use that as the pass-through mechanism) as this is arguably more secure than ntlm v2...
[SDF-65806] Technician Picture
HI, I like the changes you made in version 11 to edit the technicians. But.. Why can't we add the technicians picture o n the edit page? It looks like you would be able to do that from there. Also - can we have an option to lock the technicians picture - so they cannot edit it? Thanks.
Show Ticket Number Request and Type in Change
Hi, Is there an option to add the information of the tickets associated with the change to the columns? We are looking for the first view to show us which ticket it is associated with (ticket number) and what type of ticket it is (incident or requir
service desk: adding categories
hi it would be really useful if you could add ticket categories and sub categories when classifying the ticket. eg at below screen is where it would be useful - as otherwise, if the relevant category does not exist, you have to end the ticket - go to
Option to add additional fields in the resolution tab.
Sometimes the technician has to add extra information about a ticket solution, for example: affectation time, if the solution was definitive or temporary, etc. Currently the technician has to enter the details tab, go to the ticket properties and add
Customize self service portal with different sections
Hello, As far as I understand, there's no option present at the moment to add different tabs and sections in the self service portal? Are there possibly some plans to add such a customization? Thanks
Working Hours Set Individually by Person
Working ours must be possible to be set individually by technician. The site only option is not enough. The way the Manage Engine do the Working Hours does not fit most of customers in this case, MSP mainly. You have for each individual, different lunch times, different shifts, etc. One Example: Here in Brazil our customer have a 24 hours operation. It has four teams working 6 hours shift each team. The customer SLA is 1 hours, then we have the problem. The SDP group set automatically the ticket
How to Display Help Card in Ticket
I'm attempting to create an Incident Template for a large number of requests that will be coming in for a project. There's a list of documentation that I'd like to link and some notes I'd like to give to the technician for each ticket. I've enabled the
Unified Task & Request list
Hi there, We're starting to encourage the use of Tasks as a method of breaking Requests down into chunks and delegating those chunks to other technicians. An problem that has come up is that technicians no longer have a single place to see all the things they have to do. The request list does not contain tasks, and the Home > Show all tasks list does not show requests. It would be extremely useful to be able to have a view that lists a user's requests and tasks as a general "To-do" list.
[SDF-61192] System field "Emails to Notify" should return user name and not user email
System field "Emails to Notify" should return user name and not user email. When adding someone to this recipients list, users always struggle as they do not recognize colleagues by their mail addressed, which can be something like ABCD124@companymail.com.
Text labels on forms
We have a number of custom forms where we would like to display custom text the user cannot alter. We were able to do this on our very old in-house developed service desk application. For example, on some forms we need to have a notice that the user is making a formal, legal declaration when they submit the form. I am currently using a custom field as a text box but this is watseful of those boxes. I suggest adding an extra set of "additional fields" for forms that allow text to be displayed
[SDF-104241] Share request (with other requesters) for users
Hello, maybe I haven't been able to find the right option, so I ask for help: is it possible to enable the possibility to use the "share request" function also to users instead of only to technicians? Thanks in advance for your help.
Mandatory Asset fields
Exact same question as 10 yrs ago; I was wondering if there was a means to make certain fields Mandatory with regards to adding a new asset. This is particularly important with regards to the "Asset Tag" field as we do not want anything to be listed in
The technician can see her assets in the home tab
Hi, The end-user can see her assets in self service portal, but the technician can't see her assets in home tab. Most of our technician can't access to Asset or CMDB tab. Do you have any options in SDP? Thanks for helping
Making Built-in Asset Fields Mandatory
SDP does not currently support marking built-in asset fields (like vendor details, acquisition date, expiry date, serial number) as mandatory. This has been a persistent feature request since long time, what is the update on it?
Purchase Order Template
Can we edit the default template or create a New Purchase Order Template, adding company’s header, footer, fields, layout, etc.
Multi-select Project Additional Fields
We would love to have multi-select project additional fields just like requests. We have several use cases: Align projects to more than one strategic goal. We currently have a Strategic goal pick list field, but can only select one A Stakeholder Groups field so that we can select from one or more major stakeholder groups (e.g. Staff, Faculty, Students, Community etc) for projects. I'm sure there are others that want this feature for similar reasons.
Font inconsistencies, no global font type and size configuration setting
Hi, Unfortunately we are on the latest version of Service Desk Plus on premises and still noticing a lot of messy font type and size inconsistencies.. For example, even though all notification templates are set to Calibri 11, when requestors create tickets
deleting/changing on behalf of
we frequently receive requests on behalf of users that the request is not for (i.e. my manager said i need so they put on behalf of the manager when the requester is the one that requires the service). I wanted to know if you can look into an enhancement where an SDAdmin can delete or change who the on behalf of user is. We can change the requester but once the on behalf of field is used, it cannot be changed Thanks Judith
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
Allow linking of multiple changes to a single request/ticket
Allow linking of multiple changes to a single request/ticket. Right now, I can only associate 1 change per ticket. Sometimes we have several changes as part of a single ticket.
Add dynamic date filters to custom view
Would it be possible to add an option under Custom Views to filter for a dynamic date value relative to today? What I mean by that is to filter a view for example, Today (Last 24 Hours), Last 7 Days, Last 30 Days, etc. Currently, the system only allows
Add Asset to All in group & Assigned to Technician in Allow technician to view section
Hello, I need to allow the technician to view my site assets as separate. It will be great if you separate this section as well Thanks to the team
Requester view of tasks and approvals
I would like the requester to have more visibility into the progress of their Request Catalog request, specifically with the progress of tasks and approvals. I would like the requester to be able to log into the system and see what tasks & approvals exist on their request, the status of each, and who they are assigned to. All requester views of this information should be read only. I would also like the requester to be emailed (email should include all details) when a task or approval is assigned,
Assets - Additional fields - I would like to create additional fields that are specific to product types
Problem example I have mobile phone assets, they have a product type of "Mobile phone". They have an attribute of SSN number, so I have created an additional field called "SSN number". This additional fields is applied to all assets, so I now when I open
Service Request Quantities
Hi team, Im currently revising a number of our templates starting with service requests. Once thing we would like to be able to do is allow our users to raise a single request for multiple items in our catalogue (i.e. 5x Visio licenses or 10x Laptops),
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