Tagging Support Groups [SDF-104168]
Hi, Is there any update on when this feature might be implemented, as per last year's discussion here? It would be really useful to have this ability, to speed up our workflow. Thanks in anticipation 😊
Set Note or Reply as Resolution
Hi, I've done a quick search and haven't seen this elsewhere. I think it would be useful to add a facility to mark a Note or Reply to a Request as the Resolution to the request. This would reduce the amount of double entries for bespoke resolutions that are not yet available as a Solution. Thanks, Rory
Variables in Resolution Templates
So, looking up this topic, it looks like this has been something that's been "in the works" for YEARS Any ETA on when we'll have variables available in resolution templates the same way they work in reply templates? This doesn't seem like a big ask to have to wait so long for https://pitstop.manageengine.com/portal/community/topic/variables-in-reply-template https://pitstop.manageengine.com/portal/community/topic/variables-not-available-in-resolution-template
Enforcing a No-Deletion Policy in ManageEngine ServiceDesk
In ManageEngine ServiceDesk, is there a configuration or policy that allows us to disable or hide records (such as requests, assets, users, etc.) instead of permanently deleting them? Our goal is to implement a strict “no-deletion” policy similar to SAP,
Ability to Email conversations to problems
Hi, It would be good to be able to send email conversations direct to problems rather than having to go to the problem and manually adding a note. It could use the same subject context as the requests "Problem ID ##PDB-XX" the same as you receive when
[SDF- 84957] How to hide/exclude default instance for some users
Is it possible to exclude some users from the default instance called IT helpdesk, or to hide this instance for some users? Because I want to create some new instances, assign several users to them, and they should use only the content which is offered
Simple Trigger for “Attachment Added” Notifications
Idea: It would be great to have a simple, built‑in trigger that sends a notification when an attachment is added to a request, even if no comment or field is updated. Why: Attachments are commonly used to respond to requests in approval workflows. Without
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
[SDF-72561] API for add dependency to request
Hi, I want to add dependency to request, but I didn't find it. Do you have any document to do it? SDP v11.2.07 DB: MS SQL Thanks for helping
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
Recurring holiday setup in Service Desk Configuration - Holidays
Currently there is no way to specify a recurring holiday that occurs during certain week of the Month and during certain day(s) of the week. Please add enhancement to the recurring holiday definition for future release if not already in the works. Thank
Checklist API
Hi, I want to update configured checklist by API call. I searched in API document and didn't see it. Please add this feature in next release. My Scenario: In SDP ESM, I have an HR instance. In this instance, I configured a service catalog as "Hiring
Asset Audit (Technician-Conducted Audit and User Self-Audit) in ServiceDesk Plus OnPremise
Hello Team ServiceDesk Plus OnPremise, SDP Cloud includes a feature called Asset Audit that enables audit windows to verify the existence of asset information: Technician-Conducted Audit and User Self-Audit. This is the official information from SDP Cloud:
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,
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
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?
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